Cosies Insulation Sales Management Software Project - CIS5302

Desklib provides past papers and solved assignments. This project details the design of a sales management system for Cosies Insulation.

CIS5302 - ASSIGNMENT 1 - COPY2

Table of Contents
Introduction......................................................................................................................................2
Work Break Down Structure (WBS)...............................................................................................3
System Vision Document................................................................................................................4
Problem Description....................................................................................................................4
System Capabilities.....................................................................................................................4
Business Benefits.........................................................................................................................5
Analysis of Stakeholders.................................................................................................................6
Elicitation.........................................................................................................................................8
Product Backlogs.............................................................................................................................9
Use Case Diagram.........................................................................................................................11
Conclusion.....................................................................................................................................13
References......................................................................................................................................14
Appendix........................................................................................................................................15
Journal of Project.......................................................................................................................15
Table of Figures
Figure 1: Work Breakdown Structure..............................................................................................3
Figure 2: Use Case Diagram..........................................................................................................11
List of Tables
Table 1: Stakeholders......................................................................................................................6
Table 2: User Requirements............................................................................................................9
Table 3: Techniques of MoSCoW.................................................................................................10
Table 4: Use Cases.........................................................................................................................11
Table 5: Project Journal.................................................................................................................15
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Introduction
The organization named as Cosies Insulation was presented in the business for the last three
years and now, they want to install insulations in the households. In the call center of the
organization, it consists of almost twenty staff members and eight sales team. For generating the
sales, the main or they key duty of the staff members of the call center was to make calls on the
daily basis with the help of the call scripts and also make the appointments for a team of sales. In
this report, these will be explained by covering the required points. In this assessment, work
breakdown structure & system vision documentation, analysis of stakeholders, elicitation
techniques, use cases will be defined with the following structure.
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Work Break Down Structure (WBS)
Figure 1: Work Breakdown Structure
In the above figure, it shows the complete working structure for the software to manage the
overall sales of the organization. It includes three departments such as employees, management
and the sales rep. These three departments were divided into subtasks with their own explanatory
tasks. Work breakdown structure helps to deploy the whole system with an understandable way
or the format (Fitzpatrick, 2016).
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System Vision Document
It is the type of document which describes the project, compiling idea or the other future
situation for the particular organization, services or the product. If an operating system was not
available then the vision document was required to change (Kumar & Ratnam, 2015).
It completely explains the vision of the company named as “Cosies Insulation” which provides
the insulation services or the products in households and it will also install it. This document will
also help to understand the whole issues or the problems of the present system, their benefits and
the capabilities that were obtained from the new system or the software for the further
implementation.
Problem Description
As per the organization point of view, it installs the insulation into households and also manages
the overall workings. It consists of many stakeholders like sales team, call center team and it also
includes the team leaders, staff members, and sales representatives. Sometimes, the large count
of the phone calls, call center staff members were often meet to the engaged numbers or the
unanswered calls. The call center staff members also missed the calls of the customers
sometimes. Many problems have occurred while picking up the phone calls that takes almost the
week to answer the calls. Due to phone calls missing, the losses of the company as per the
customer’s request any type of request can be made that was not fulfilled in the given period.
For managing missed calls, tracking of engaged calls, unanswered calls, appointment
confirmation and preparation of the spreadsheet of staff members that can be maintained in the
daily basis afterward it will be transferred to the team leaders of the organization. The duties of
the team leaders were to collate the overall spreadsheets into the one spreadsheet and forward it
to sales representatives. It was so difficult to manage all spreadsheets for performing the other
functionalities of the continuation process in the organization.
At last, for solving these issues, software was suggested that should be developed for managing
the details of appointments and will also manage the answered calls or the phone calls.
System Capabilities
The system or the software was developed named “Sales Management Software” that use to
manage the overall sales or the appointments in the organization. There are some capabilities for
the newly designed or deployed system:
- Able to do phone calls and also able to record the calls that were answered while
conversation on phones.
- Can provide call reminders for calls that were missed by chance.
- Can generate reports that include call center activities, geographical coverage, commission
reports, and the sales report.
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- Able to access the household data bank details.
- Can also rank the sales lead values that can lead to sales representatives.
Business Benefits
The system that was developed named “Sales Management Software” was so beneficial for the
organization “Cosies Insulation”. These benefits were defined below:
- Able to generate household bank data and phone calls that help staff members for access the
complete information or the data easily.
- Able to improve the performance speed of running and the upcoming appointment.
- Due to automatic call recording that was answered from the scripts of phones that were so
helpful to the organization “Cosies Insulation” rapidly and also facilitate the communication
within the customers.
- Reports were created by covering call center activities, commission reports, sales reports, and
the geographic reports which are so helpful to sales representatives that can manage the
overall activities easily and effectively on the given period of time.
- It can also help while reducing the investment costs in newly sales representatives training
sessions.
- Another kind of benefit is to measurements and the specifications of an installation that were
entered directly within mobile devices or the other related gadgets.
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Analysis of Stakeholders
The main part of the organization were the stakeholders who were involved into the entire
process or the system and also able to accomplish the whole system successfully. External or the
internal stakeholders are the main stakeholders in an organization (Cairns, et al., 2016).
- External Stakeholders were those who deal externally with the organization such as
Charted Accountant or any other services that were provided externally.
- Internal Stakeholders were those who deal internally with the organization for making the
business more secure and more effective.
As per the requirements, the stakeholders will play an important role in the organization for
representing the various activities that were held in the organization. The stakeholders were
represented below in the table format as per the RACI category. RACI is useful for clarifying the
roles & responsibilities in the departmental or functional processes and the projects (“R” as
Responsible, “A” as Accountable, “C” as Consulted and “I” as Informed).
Table 1: Stakeholders
# Stakeholders Responsibilitie
s
Authorities Power Business
Influences
1. Customers They want the
installation of
the insulation in
the households.
Informed Very High Massive
2. Staff members of
Call Centre
Roles of the
staff members
in the call center
were to calls on
a regular basis
and will also
generate the
spreadsheets of
them.
Responsible Very High Massive
3. Team Leaders Role of leaders
is to consult
before
confirmation of
final decisions.
Consulted Average Average
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4. Sales Executives Roles of the
sales executive
is to generate
quotations and
also send the
emails to their
clients.
Responsible Low Low
5. Business
Consultancy Firms
Have to consult
about the
business
activities to the
team members.
Consulted Average Average
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Elicitation
There were several techniques to develop the system among four types of techniques and also
suitable for business activities to implement the latest system. It includes some suitable
techniques such as:
- Document Analysis
- Brainstorming
- Interface Analysis
- Focus Groups
- Observations
- Interviews
- Requirement Workshop
- Prototyping
- Questionnaire / Survey
Brainstorming: It was used in the group with the main focus on the problem or the topic. It will
generate the ideas for how to deploy the system for making phone calls which records complete
details and make the complete spreadsheet of each employee. This technique was suitable for the
staff members of the call center. It will help the staff members and the sales executive to
determine the various user types with the specific demands for the insulation installation. It will
distinguish calls which were missed or unanswered (Carrizo, et al., 2017).
Focus Groups: This technique was suitable for the business consultancy firms who will consult
about the business activities to the team members. Basically, it will elicit the attitudes and the
ideas about the specific products, opportunities or the services into the environment of the entire
group.
Interface Analysis: This technique was suitable for the team leaders whose main role is to
consult before confirmation of final decisions. They will have to identify the interfaces between
the solutions or the solution components with the defined requirements which describe the
interaction between them.
Prototyping: This technique was suitable for the customers of the organization who want the
installation of the insulation in the households or their perspective. It will help to describe the
requirements of the user interface and also integrate them with the other requirements. These
requirements were use cases, business rules, data, and scenarios.
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As-Is Process Flow Diagram
It is the step by step process or the mapping process that shows the proper understanding of the
complete processes of the software. It consists of five main entities with the activities that were
processed further enhancement.
Figure 2: As-is Flow Diagram
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Product Backlogs
This contains the stories of the end users or the stakeholders who were tangled into the complete
process of business. The story of the end user will be defined by describing the overall tasks that
were related to work into one line that has been implemented by end users for attaining the end
results. There were mainly five types of stakeholders who were the members of the business of
Cosies Insulation. The story of the end users of their business was explained below defined table
with assigning the priority which depends on the technique of MoSCoW (Mumma, et al., 2015).
Table 2: User Requirements
# Stakeholders End User Story
1. Customers They will decide the appointments by which insulation
will installed as early as possible.
2. Staff members of Call
Centre
These staff members were used to make calls on the
regular intervals to make the appointments for the call
scripts.
They will also prepare the spreadsheet of the overall
missed numbers or the engaged numbers for tracking.
3. Team Leaders Leaders will collate the complete spreadsheet in one
sheet which was received by staff members. It was to be
done because to provide the information or the data to
the sales representatives. Information was like confirmed
appointments or engaged numbers.
4. Sales Executives These executives were those who will visit the place of
the customers and also assess requirements of installation
of insulation by knowing the needs or the requirements
of the staff members.
Sales executive members will generate the
documentation and also send the emails to customers
who know about the time period of the installation of the
insulation with its price description.
5. Business Consultancy
Firms
This consultancy firm will discuss the business process
and also make the prior decisions to follow the system
specifications.
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With the help of the MoSCoW technique, the requirements were prioritized with the following
explanation.
Table 3: Techniques of Moscow
Must-Have
- Requirements for insulation installation and the customer information must be considered.
- Phone call details, answer scripts of phone calls has to be stored into the system.
- Requirement measurement and requirement specification of insulation installation have to
be entered into the system with the given period of time.
Should Have
- Required documentation with the complete details as per the insulation installation was
been sent to customers with the help of email communication.
- The spreadsheet has to be maintained because of the system that was engaged, confirmed
and unconfirmed appointments that will be separated.
Could Have
- The system will rank the sales lead values for sale representatives.
- It will provide the reminders that were related with the unanswered or the missed calls for
making call back process again.
Would Have
- The system will generate the reports that will include the sales report, geographical
coverage, activity report, and the commission report of the members of the call center.
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