ITECH2002 - System Modelling: Dynamic Modelling, Screen Design and Test Plans

Running head: ITECH2002 - SYSTEM MODELLING
ITECH2002 - System Modelling
Dynamic Modelling, Screen Design and Test Plans
Name of the Student
Name of the University
Author’s Note

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ITECH2002 - SYSTEM MODELLING
Task 1
1. Identification of System and Subsystem
The customer support and return subsystem is developed for managing the orders and
transactions and it is broadly divided into different subsystems such as:
Capturing Escalation:
The capture escalation functionality is used for management of sales quote, order
submitted and shopping cart. The order details are stored in the database for reference and
management of escalation from the customer. The invoice number of the delivered order of the
customer is recorded and the issues are recorded under the escalation id.
Review Escalation:
A track is maintained for taking follow up on the escalated order of the customer and thus
the details of the order is stored and after reviewing it is marked as closed, follow up or
escalated. For the orders marked as escalated a team is assigned for resolving the issue.
Processing customer request:
It is used for maintaining a coordination between the allocated inventory, processing
payment, release order for fulfilling requirement and tracking the status of order. The customer’s
request for refund or replacement is considered and the need of replacement or refund is
articulated. The request is marked as approved or unapproved and message is forwarded to the
customer.
Replace /Refund Product:

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ITECH2002 - SYSTEM MODELLING
On replacement an electronic message with customer name, address, phone number,
invoice and return ID is sent to the customer. If a refund is approved the electronic message is
sent and the balance is transferred to the wallet of customer on receiving the return item.
Reject Replace /Refund request:
The criteria of the order are checked and if the order have no compliance with the return
or replacement policy the request of the user is rejected and the escalation is marked as closed.
Rating about escalation:
A request is sent to the customer for rating the service they got for resolution of the
problem and the feedback is recorded.
Updating escalated status
The escalation is marked as closed on providing resolution and getting rating from the
customer and the system is updated with the result.
2. Two Complex Use Cases
Use Case 1: Processing Customer request
Description of the process
It is used for maintaining a coordination between the allocated inventory, processing
payment, release order for fulfilling requirement and tracking the status of order. The customer’s
request for refund or replacement is considered and the need of replacement or refund is
articulated. The request is marked as approved or unapproved and message is forwarded to the
customer.

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ITECH2002 - SYSTEM MODELLING
Extended Use Case