Automation and Redesign of Business Process for Cosies Insulation

This report discusses the automation and redesign of the business process for Cosies Insulation, including the use of BPMN diagrams, organizational change, screen design, business rules, and acceptance criteria. Recommendations for training staff and keeping customer data secure are also provided.

CIS5302
“A report prepared for Cosies Insulation”
Assignment 2, Semester 1, 2019
Submitted to:
USQ, Springfield Campus
Submitted by:
Dipen Rana
0061102509
1848 Words (Including Cover Page, References, table of contents)
1

Contents
Abbreviations and/or glossary..................................................................................................................2
Introduction.................................................................................................................................................2
Figure 1 below show To be design activity diagram in BPMN.................................................................3
Organizational change.................................................................................................................................3
Recommendation....................................................................................................................................3
Screen design .........................................................................................................................................4
Figure 2 below shows how call Centre staff makes appointment by Phone call dialing of software.......4
Figure 3 below shows how call Centre a activates call back reminder on system...................................5
Business rules..........................................................................................................................................6
Assumption..............................................................................................................................................6
Acceptance Criteria.................................................................................................................................7
Application Architecture..............................................................................................................................8
Figure 4 below show application Architecture.........................................................................................8
Figure 5 below show ERD diagram of client booking installation............................................................9
Executive Summary...................................................................................................................................10
Scrum organization process.......................................................................................................................10
Recommendation..................................................................................................................................10
Scrum implementation..........................................................................................................................11
Recommendation......................................................................................................................................11
Conclusion.................................................................................................................................................11
Reference..................................................................................................................................................12
Appendix...................................................................................................................................................13
Project Journal.......................................................................................................................................13
Figure 1 below show To be design activity diagram in BPMN.....................................................................3
Figure 2 below shows how call Centre staff makes appointment by Phone call dialing of software...........5
Figure 3 below shows how call Centre a activates call back reminder on system.......................................6
Figure 4 below show application Architecture.............................................................................................9
Figure 5 below show ERD diagram of client booking installation..............................................................10
2

Abbreviations and/or glossary.
PO Product Owner
ERD Entity Relationship Diagram
Introduction.
The Cosies Insulation Company has been operating for three years dealing in the installing
installation in residential area. The company has about 20 call Centre staff and sale
represenattives.The company has been facing a problem of communicating to its
customers .sometimes customers were not reachable and made the operation of the business
difficult .The company now has decided to automate it is process by redesign all the business
process by developing new software. To achieve company of automating and redesigning
business process the following activates has to take place: Drawing drawing for To Be process
diagram in BPMN and analyzing business process, identifying Acceptance Criteria and
developing use case stories. Suggesting and advising on change of organization process effect
and impact, developing prototype screens of Redesign system and looking in details of different
methodologies to be adopted during development and making recommendation.
3

Figure 1 below show To be design activity diagram in BPMN.
Organizational change
AS IS System has a lot of time wasting on calling home and phone goes unanswered or not
connect sometimes phone engaged while in To be system for unanswered call a solution of call
back reminder is provided incase phone was off or engaged . Sales representative has to visits
residential to make assessment
AS IS system while to be residential can send data to sell representatives .In “To be” wastage is
minimized and resources utilized. Compare your “As is” and “To be” diagrams on Automation
of organization the number of sale representative will reduce because a system can do work
which is done by many Sells representative (NIEPOSTYN, 2015). .This will cause sells
representative to lose jobs. Sale works under fear of losing jobs and may not deliver quality
work. Sell representatives and use to work in a different way and it will is hard for them to
change.
Sells representatives and customers should be trained to acquire skills of operating system
because they are the one who uses system on daily basis
Recommendation.
Training of staff should be done.
Personal data of customer should be kept well.
4

Screen design .
Figure 2 below shows how call Centre staff makes appointment by
Phone call dialing of software.
When call Centre wants to make appointment .Call Centre staff login on system and a call
Centre panel open up .Staff clicks on appointment the goes to residential details .Menu of four
items will be displayed of residential Band data, Recorded phone script Answer, Make phone
calls and call back reminder .A Staff select menu make phone call then Staff enters details of
residential area they need to communicate with .for example Residential area name, postcode
and phone number .The staff then click dail.Onclick dial a Residential area phone will connect
and ring then communication starts.
5

Figure 3 below shows how call Centre a activates call back reminder on
system
When a Centre staff try to reach or call residential area and phone is not connecting maybe due
to natural calamities, phone off or technical failure of residential phone network. The staff will
need to activate call back reminders on system. Goes to menu bar where there is Home, Sale
Recall Centre staff, Appointment and contacts. The Centre staff clicks on appointment. A menu
of 4 items will be displayed as follows Residential Bank data, Recorded phone script answer,
make phone calls and call back reminder. The call Centre staff selects menu call back reminder
and enters details of residential area staff needs to be reminded on as follow residential name,
residential postcode and phone number after entering those details a staff can then click on
activate. When the phone of residential area is back on air, a staff is remaindered the phone is
back on air so staff can calls back and communication of appointment can starts.
6

Business rules.
All data shall be kept in central database.
Daily activities at company shall start at work at 6am and ends work at 6pm.
Work shall be done in 3 shifts per day of 4 working hours per shift.
Centre staff shall be paid monthly salary but sales representatives shall earn commission of what
is installed at residential area.
All process at company shall be automated and using current technologies of smart phone and
web based applications.
Company owner shall be able to supervise all activities taking place company.
Assumption.
System is operating normally.
Staff is already registered and has accounts.
System database has all data of sales representative, call Centre staff and residential area
recorded in its database.
7

Acceptance Criteria
Acceptance criteria helps to identifying use case and user stories (Arora and Bhatia, 2018).
User story1
Staff wants to phone call on system
Acceptance criteria.
1. System is operating normally.
2. Staff is already login in system
3. System display of different residential area
4. Staff identify residential area by postcode.
5. Selects residential on list for that week work load.
6. Then place dial call option displays.
7. A keyboard display.
8. Staff enters 9 digits.
9. Call starts dialling.
10. When a residential is available picks the call.
11. Staff and residential communicate.
User story 2
Staff wants to use call back reminder.
Acceptance criteria.
1. System is operating normally.
2. Staff login on system.
3. Staff call residential and finds residential phone is not available or not connecting.
4. Staff activates call back reminder.
5. When residential phone is back on air.
6. Residential will receive call back reminder.
7. Residential will then call staff.
8

Application Architecture.
Figure 4 below show application Architecture.
The Model View Controller approach shows three layers of application architecture as
client ,application and data (Lethbridge and Laganiere, 2017)
9

Figure 5 below show ERD diagram of client booking installation.
Fully developed Entity relationship diagram should compose of entity ,attributes,
relationship and associations(Ian Sommerville, 2018)
10

Executive Summary.
The process taken was waterfall process .Waterfall methodology is one of oldest approach used
in software development and mostly used by developer .It suggest step by step approach where
activity of development are done sequentially and linearly. It ensure all requirement are captured
completely because after finishing one step you cannot go back. For example during
development cycle of Cosies Insulation system requirement collection should be done in full and
all requirements are collected and analyzing before proceeding to designing. During design of
Cosies Insulation system all possible diagrams should be drawn that capture all requirement of
the system .Detailed specification of system hardware and software requirement of system is
done during design and moves to next step of implementation. At implementation all small units
are put together to form a complete system basing on system designs. Then process continues to
next stage of testing here all implemented programs are test and fully functioning before system
is deployed.
The importance of this process is simple to understand and very helpful to projects that have
clear goals and objectives and where quality is preferred more important than time and cost.
Scrum organization process.
Scrum is a system of methods used in agile in managing development of software in
frequentative way. to implementation.
In agile implementation, Scrum has a team and identified two roles in a team, Scrum master and
product owner.
The scrum master is responsible to train and ensure a team is well equipped with relevant skills
to implement a software using agile methodology while ensuring software developed are of high
quality and standard.
The product owner in scrum software implementation is a representation of people who are
going to use a software. For example owner of business, clients and worker they help a team to
meet all requirement of the system. However this process is not flexible in case of evolution of
change of requirement it will need to start from step one of development so it became expensive.
Recommendation.
It is better to adopt agile methodology because it leads to quality development of software in
short period of time and at less cost because development is about 2 weeks.
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Scrum implementation.
Scrum software development process ensure a software is developed rapidly. Scrum
methodology put in consideration time. It suggests project should be developed in a less than a
month preferable two weeks. Scrum methodology suggests a team should have a meeting at the
beginning of development process for proposing how to handle different task for allocated
sprint .Each member should select the task will be able to deliver in the required sprint. Scrum
master develop a list of task and assign a team .For example in a team of 4 people to develop
system Cosies Insulation Company Scrum master should assign each team his /her task. The
scrum master and team will meet and allocate task to each other for duration of two weeks. For
example one team member will take to code login form of system, second team member will
take to code registration form, third team will take to code a dashboard, and Fourth team will
take to code database.
In agile scrum sprint scrum team should bring all small part of their work after coding and
testing functionality to combine parts of system.
At end of everyday developer, Cozies Insulation owner and scrum master should meet for less
than a less than 15minutes to evaluate themselves and establish the progress
Recommendation.
Cozies Insulation company should adopt this methodology to develop its software .The quality
system is developed in a short period of time and all requirements are met because during
process development Cozies Insulation owner is involved during development process.
Conclusion.
Cozies Insulation Company is on right track to automate it business process .This reports find
that automation reduces wastage and leads to production of high quality service to its client.
It is difficult for Cozies Insulation Company to do full automation because some process
customer are not willing to give their personal details.
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Reference.
NIEPOSTYN, S. (2015). The Sufficient Criteria For Consistent Modelling Of The Use Case
Realization Diagrams With A New Functional-Structure- Behaviour UML
Diagram. PRZEGL�D ELEKTROTECHNICZNY, 1(2), pp.33-37.
Arora, P. and Bhatia, R. (2018). Agent-Based Regression Test Case Generation using Class
Diagram, Use cases, and Activity Diagram. Procedia Computer Science, 125, pp.747-753.
Ian Sommerville, Software engineering (10th edn, University of St Andrews, Scotland:
Pearson2018).
Timothy C. Lethbridge and Robert Laganiere,Object-Oriented Software Engineering: Practical
Software Development Using UML and Java (4th edn., New York, McGraw-Hill.2017).
13

Appendix.
Project Journal
S.No. Date Activity Explanation Status
1. 28/05
/2019
Reading and
analyzing case
study and
develop To-Be
Process diagram
in BPMN
Understanding case study and Draw To-Be process
diagram in BPMN.
Completed
2. 29/05
/2019
Organizational
change
Detailed comparing of as is process and to be process
using facts from case study and state different changes
need to be done according to be process diagram ,its
effects and proposing changes .
Completed
3. 30/05
/2019
Designing
screen ,
identifying
business rules
and Acceptance
Criteria
Identifying two use case and analyses them then
develop screen design and states different business rules
can be implemented in organization. Then drawing of
acceptance criteria identified from use cases.
Completed
4. 31/04
/2019
Applications
Architecture
and Entity
Relationship
Diagram (ERD)
Identifying entities, association and relationship from
case study and identify different layers of application
using MVC.
Completed
5. 01/05
/2019
Report to Client
and Scrum
Organization
Presenting details explanation of technical work and
many organization understand different methodoly
applied in software design.
Completed
8. O1/0
5/201
9
Video Making the required video. Completed
14