Introduction to Software Engineering

This course introduces the logical and physical design considerations that must be addressed during the development of application software and provides a solid background in the analysis and design of information systems. Topics covered include system development life cycle, structured requirements specification development, system modeling and analysis tools, and cost-benefit analysis.

Applied Case Project: Project Definition

Applied Case Project: Project Definition

CSS 415

Introduction to Software Engineering

Dennis Blevins

Emily Blevins

Andy Forstie

Table Of Contents

I.                 Business Overview

1.   Problem Statement

2.   Context Diagram

II.            Operational Feasibility

1.   Cost Benefit Analysis

2.   Cost Increase vs. Profit Increase

III.        Project Team Organization

IV.        ERD

V.             Decomposition Diagram

VI.        Data Flow

VII.    Feasibility Matrix

VIII.           Work plan 

Business Overview

            The business we will be addressing during this project is Western Engravers. It is a small business that manufactures, sells, and services engraving equipment. They sell the engraving equipment and a computer graphics software package that is used to program the machine. They are almost totally self sufficient in that they not only build the engraving machines, but also make the parts. The only outside products they have, besides customers, is for raw materials, (to make the parts), software, (it is a graphics package that was purchased from an outside source), and printers, (they design their own newsletters, ads, bulletins, and flyers, but send them out for the actual printing). At this time they do not have an established customer service department, and have no method of data tracking and storage.

Problem Statement 

     The company’s current customer service is inadequate and very inefficient. When a customer calls in, the person who is available at that time is the person who takes the call. If the customer calls in and talks to another person later, person B may have the customer do many things over because he does not know what person A already instructed the customer to do. Everything is done by word of mouth. We believe that this company needs centralization of information.

   We would like to employ several resources to not only make the customer experience a better one, but also allow the technician to better assist the customer. The current database is strictly a contact database. Placing notes in that particular contact entry does the tracking and logging of all customer problems and the solution for those problems. The technician can only access the notes by looking up that contact.

We would like to employ a word searchable database that would not only let the technician research problems by contact but also by description. We would like to build a problem resolution database that links different problems with tips and solutions in a quick and easy reference layout.

 Our goal is to also provide the customer a resource other than speaking directly with a technician and/or at least be able to provide the technician with an invaluable resource to help the customer in a more efficient and timely manner. In this respect we wish to implement an online database for customer reference that provides tech-tips, troubleshooting, installation, and general reference material.

  The customer has several resources in-house that can be used to help this task. They already have a web page and the reference material online to start; it just needs to be put in a better format. The database is another matter. A new database is being investigated that is more flexible and meets the customer requirements. These requirements are more flexibility, better search capabilities, user friendly, easy access, and expandable.

Operational Feasibility  

Is the problem worth solving? 

Yes, as mentioned in the problem statement the customer service level needs to be addressed.  The solution proposed would lighten the workload for company employees and provides customers with accessible data.

Does the system provide end-users with accurate and usefully formatted information? 

Yes, the end result of the solution will be to provide customers with access to on-line database that contains the same information phone support and field techs are using.  This information will range from common problems per system and technical answers for repairs. 

Does the system make maximum use of available resources? 

Yes, Western Engravers has all of the hardware and software needed to create the web support and the technical database.  The necessary purchases will be a new server that can handle the customer web page and a software package to increase the call center proficiency and link it to the database. 

Is the system flexible and expandable? 

Yes, the proposed system is designed to handle an average growth of ten percent calculated yearly, with some room to handle a higher growth rate if necessary. 

Cost Benefit Analysis 

•      Current operating cost

–    4 employees at $14 per hour spend 2 hours a day

–    Total yearly cost = $28,000 

•      Operating cost for proposed system

–    2 full-time employees at $14 per hour

–    Total yearly cost = $56,000 

•      Tangible Benefits

–    Stated goal: increased customer service

–    Added profits for Customer Service warranty package 

•      Intangible Benefits

–    Increased production due to new employees

–    Customer satisfaction

Cost Increase vs. Profit Increase

Current Costs and Proposed System Costs are factors of 1000

Profit Margin is a factor of 10,000