CIS5302 Assignment 1: Sales Management Software for Cosies Insulation

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

CIS5302 –
ASSIGNMENT 1
Student name:
Student id:

Table of Contents
Introduction......................................................................................................................................2
Work Breakdown Structure.............................................................................................................3
System Vision Document................................................................................................................4
Stakeholder Analysis.......................................................................................................................6
Elicitation.........................................................................................................................................7
As-Is process flow diagram.............................................................................................................8
Product Backlog...............................................................................................................................9
Use Cases.......................................................................................................................................11
Conclusion.....................................................................................................................................13
References:....................................................................................................................................14
Appendix:......................................................................................................................................15
List of Figure
Figure 1: Work Breakdown Structure..............................................................................................3
Figure 2: As-Is process diagram......................................................................................................8
List of Table
Table 1: Stakeholder Table..............................................................................................................6
Table 2: Key requirements of the user.............................................................................................9
Table 3: Moscow Technique.........................................................................................................10
Table 4: Use case table..................................................................................................................11
1

Introduction
Cosies Insulation is an insulation installation company for 3 years and currently, it has a sales
team with 8 members and a call center having twenty staff members. For the creation of the
sales, the staff member of the call center makes a call, sales team make an appointment, and then
documentation is prepared by the sales team. But there are some problems with the current
system that is discussed in the report, and to remove these problems, new software is introduced
whose capabilities and benefits are explained through the system vision document. This report
also explains the list of stakeholders who are part of the business and also defines the use case
diagram along with the description. As-Is process of the current system of the business Cosies
Insulation also explained in the system.
2

Work Breakdown Structure
Figure 1: Work Breakdown Structure
The above figure represents the work breakdown structure where the complete project is divided
into some tasks and these tasks are further sub-divided into the subtasks. With the help of the
work breakdown structure, the whole process can be understood easily (Zecheru and Olaru,
2016).
3

System Vision Document
The system vision document explains the vision for the company Cosies Insulation which
provides insulation services in the home and also installs it. This system vision document helps
in understanding the problems and issues of the current system, its capabilities, and the benefits
obtained from the new software system that is going to implement.
Problem Description
As the company Cosies Insulation installs insulation in the house and to manage the work, there
are several stakeholders such as call center team, sales team including the sales representative,
team leaders, and other staff members. Sometimes due to a huge number of phone calls, the staff
member of the call center often meets the no answer calls or the engage numbers and they also
miss the phone. So, the problem occurs here is that it takes weeks to give answers to such calls
and call back to them. Due to missing of the phone calls, the company losses their customer as
the request or any inquiries made by them is not fulfilled on the time (Childress et al. 2018).
To manage the missed calls, no answers, tracking of the engaged numbers, and for confirming
the appointments, the staff members prepare a spreadsheet which is maintained on the daily basis
and all the spreadsheets are passed to the team leader. The team leader collates all sheets into a
single one to forward it to the sales representatives. Another problem arises here is to maintain
the spreadsheet regularly and it becomes difficult for the staff members to manage a different
number of spreadsheets to perform all the functions.
There is one more problem with the current scenario it is difficult to manage the appointments.
Also, it becomes difficult to manage the details of the appointment made via phone scripts.
Thus, it is suggested that the new software should be developed that will be used to access the
details of the appointments and also manage phone calls and answers.
System Capabilities
The capabilities of the new system ‘Sales Management Software’ are:
 It can access the details of the housing data bank.
 It can be able to make the calls and can also record the answers on the phone script.
4

 It can provide the reminders for the calls which are missed.
 It can also rank the value of the sales lead for the sales representatives.
 It can also generate the reports including geographical coverage, activities related to the call
center, sales reports, and the commission reports (Childress et al. 2018).
Business Benefits
With the development of the new system which is ‘Sales Management Software’, the company
Cosies Insulation has several benefits such as:
 Generate the phone calls and housing bank data which help the staff members to easily
access the information and hence improve the speed and the performance of the
appointments.
 Due to automatically recording of the answers from the phone scripts helps Cosies Insulation
in rapidly facilitating the communication with the customers.
 Creating the reports covering the commission reports, activities of call centers, geographical
coverage, and sales reports help the sales representative to easily manage the activities. This
also helps in reducing the cost invest in the training of the new sales representatives.
 Another benefit is that the company Cosies Insulation can end up the sales on the spot as the
specifications and measurements of the installations directly enter on the mobile devices
(Satzinger et al. 2016).
5

Stakeholder Analysis
Stakeholders are the persons who are involved in the entire process and the successful
accomplishment of the system. There are mainly two types of stakeholders which are external
stakeholders and another is internal stakeholders. The external stakeholders are those who are
from the outside the business and evolved as part of the system while internal stakeholders are
those who are from the inside of the business (Satzinger et al. 2016).
Below table represents the stakeholders involved in the business Cosies Insulation along with
their roles, authority on the basis of RACI category (R means Responsible, A means
Accountable, C means Consulted, and I mean Informed), power, and influence on the business.
Table 1: Stakeholder Table
S.no
.
Stakeholder Role Authority Power Influence on
business
1 Sales
Representatives
Sales Rep. makes the
final decision
regarding the
installation
Accountable High Huge
2 Team Leader The team leader should
be consulted before
making the final
decision
Consulted Medium Medium
3 Sales Team Sales team’s role is to
make quotations and
send mail to the
clients.
Responsible Less Low
4 Call center
staff member
Staff member’s role is
to make phone calls on
a regular basis and also
prepare spreadsheets.
Responsible High Huge
5 Customers Customers who want
to install insulation in
their home
Informed High Huge
6

Elicitation
There are several techniques for the system development among which there are four main
techniques which are suitable for the business while implementing the new system. These
techniques include User Goal Technique, External Event Decomposition technique, State
Event Decomposition technique, and Temporal Event Decomposition technique. In User Goal
technique, it determines the user and classifies them as per their functional roles. In the External
Event Decomposition technique, events occur that are from the external system and generally
started by the external user. In State Event Decomposition technique, event happens when some
situation occurs internally the system and in Temporal Event Decomposition technique, the
occurrence of event happen due to the outcome of attainment at point (Satzinger et al. 2016).
For the stakeholder Call Center Staff Members and Sales Team, the suitable technique is User
Goal Technique as the role of this stakeholder is to ask the customer about their requirements
and make phone calls to record the details and also make spreadsheets. So, with the help of these
techniques, sales team and staff members can determine the several types of user with all their
specific demand regarding insulation installation and can also distinguish the calls that are
answered and missed. They can also review the entire list of users along with their details.
For the stakeholder Sales Representative, the suitable technique is the State Event technique as
they perform the main function and takes the final decision and anything will occur only after his
approval.
For the stakeholder customer, the suitable technique is the External Event technique as customers
are the external stakeholder and they request for the insulation installation, so they want all the
information by making an appointment. In order to update the details like address and mobile
number, this technique can also be used.
For Team Leader, the suitable technique is Temporal Event technique as they make the detailed
statements and report regarding the information and needs results at some time.
7

As-Is process flow diagram
Figure 2: As-Is process diagram
The above diagram represents the As-Is process diagram of the company Cosies Insulation
where it shows the entire process that the company follows.
8

Product Backlog
The product backlog includes the user stories of all the users or stakeholders who are involved in
the entire process of the business. The user story is defined to describe the task related to the
work in one line which is being implemented by the user in order to attain the results. As there
are five main stakeholders who are the part of the business Cosies Insulation, their user story is
explained in the below table and it prioritizes on the basis of the Moscow technique (Satzinger et
al. 2016).
Table 2: Key requirements of the user
S.no
.
Stakeholder User Story
1 Sales
Representatives
As a Sales Representatives, I want to enter the specifications and
the measurement of the requirements for the installation of the
insulation with the help of the system so that the sale can be
finished on the current spot.
2 Sales Team  As a member of the Sales team, I want to visit the customer’s
place and assess the requirements of the insulation installation
so that I can know about needs and inform the staff member.
 As a member of the Sales team, I want to prepare
documentation and send email to the customers so that
customers know about the time when the insulation will be
installed on their place along with the installation price.
3 Call Center staff
member
 As a member of the call center staff, I want to make a phone
call on a regular basis so that script can be made for the
appointments.
 As a staff member, I want to prepare a spreadsheet so that the
engaged numbers, confirmed appointments, no answers can
be tracked.
4 Team Leader As a team leader, I want to collate all the spreadsheets received
by the staff members into the one sheet so that sales
representatives get information about the confirmed and engaged
appointments.
5 Customer As a customer, I want to make the appointments so that the
insulation can be installed as soon as possible.
9

These requirements are prioritized on the basis of the Moscow technique as (Khan et al. 2015):
Table 3: Moscow Technique
Must-Have
 The information of the customer and the installation requirements must be noted down.
 The specifications and the measurement of the requirements for the installation of the
insulation must be entered on the system at the same time.
 The details of phone calls, the script of answers made on the phone calls must be
stored in the system.
Should Have
 The documentation of the requirements and all the details regarding installation details
should be sent to the customer via email.
 The spreadsheet should be made by the system so that the confirmed, unconfirmed, and
engaged appointments can be separated.
Could Have
 The system could provide reminders related to the missed calls so that it can be the call
back.
 It could also rank the values of the sales lead for the sales representatives.
Would Have
 The system would generate reports that include geographical coverage, sales reports,
commission reports, and activity reports of call center members.
10

Use Cases
The use cases define the task performed by the system along with the actors involve in the
process. As the company Cosies Insulation in going to implementing the new system Sales
Management Software, there are some use cases i.e. tasks that it performs (de Sousa et al. 2017).
Below table represents the use case along with its diagram and description.
Table 4: Use case table
S.no. Use Case Description Diagram
1 Make and
record calls
Call center members
can make calls and
records the answers
with the help of the
new software
2 Enter
installation
requirements
All the specifications
and measurements of
the installation can be
entered
3 Reminder for
the call back
All those calls that
were missed are
reminded by the
system
11