CIS5302 Assignment 1: Sales Management Software for Cosies Insulation

Desklib provides past papers and solved assignments. This report analyzes Cosies Insulation's sales process.

CIS5302 –
ASSIGNMENT 1
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Table of Contents
Introduction......................................................................................................................................3
Work Breakdown Structure.............................................................................................................4
System Vision Document................................................................................................................5
Stakeholder Analysis.......................................................................................................................7
Elicitation.........................................................................................................................................8
As-Is Process Flow Diagram...........................................................................................................9
Product Backlog.............................................................................................................................10
Use Cases.......................................................................................................................................12
Conclusion.....................................................................................................................................14
Appendix........................................................................................................................................16
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List of Figure
Figure 1: As-Is process..................................................................................................................10
List of Table
Table 1: Stakeholder Table..............................................................................................................8
Table 2: Elicitation technique for each stakeholder........................................................................9
Table 3: Stakeholder requirements................................................................................................11
Table 4: Moscow Technique.........................................................................................................12
Table 5: Use Case description.......................................................................................................13
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Introduction
There is an installation company named as Cosies Insulation who installs insulation in the
homes for three years and at present, there are eight members of a sales team, 20 members of call
center team, team leader, and sales representatives. The complete process of the company is
described in this report through the As-Is process diagram along with the stakeholders. With the
current process, the company is facing some issues and new software is introduced to solve the
problem. System vision document is created to explain the problems, capabilities, and benefits of
the new software. The complete project is divided into different sections along with the time-
duration and some use-cases along with the diagram are also explained in the report.
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Work Breakdown Structure
The WBS (Work Breakdown Structure) is used to divide the whole project into different parts
and then each part is again divided into smaller sub-parts or activities. By doing so, the project
can be easily understood as all the activities are clearly divided. The process of the company
Cosies Insulation also divided into some parts along with the duration in terms of hours (Esther
2018).
1. Understand the complete scenario of the company.
1.1. Meeting with the company’s sales team- 2 Hours
1.2. Meeting with the other person of the company-4 Hours
1.3. Determine the problems with the current system-5 Hours
1.4. Gathers all the necessary information-4 Hours
1.5. Define different use cases-3 Hours
2. Identify the stakeholders involved in the project
2.1. Find out the company’s main person-2 Hours
2.2. Identify their roles- 2 Hours
2.3. According to RACI category, categorize them-1 Hour
3. Designing the new management software
3.1. Design the layout, input, and output screens of the software-6 Hours
3.2. Develop the database for storing the details-5 Hours
3.3. Design the backend coding-7 Hours
3.4. Design the remaining part-5 Hours
4. Develop all the components and assimilate into the solution
4.1. Perform testing of the functions-10 Hours
4.2. Find out any bugs-5 Hours
5. Perform the final testing and solve all the bugs and errors
5.1. Perform the test for system functionality-4 Hours
5.2. Solve any errors if occurs-7 Hours
5.3. Prepare the final documentation-3 Hours
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System Vision Document
The system vision document is created to describe the complete idea about the project and its
future state along with the capabilities and the benefits. For the company Cosies Insulation,
vision documents are created to explain the problems with the current process, capabilities of the
system, and its benefits to the company (Satzinger, Jackson & Burd 2016).
Problem Description
The company Cosies Insulation installs the insulation system in the house and for this, the
members of the call center team make a call to the customer and then the sales team visit their
home to gathers the requirements regarding the installation of the insulation of the system. Then
they prepare the document and send the e-mail to the customer. But this may take lots of time
and since there are huge calls sometimes the call center misses some calls, so the problem arises
here that it takes weeks to call back them which makes a loss to the company because of the
request made by the customer regarding the installation requirements not completed on time.
Another problem is to prepare and maintain the daily spreadsheet created for managing the
missed calls, engaged numbers, confirmed appointments.
The company faces issues while generating reports regarding the confirmed appointments,
installation requirements, and all staff members’ work. Since all the appointments are made via
phone call, it becomes difficult for the call center team to maintain these calls and it also wastes
their time. Due to not receiving the incentives on time, the sales team does not forward the
proper information to the sales representative of the company which creates problem to make the
decisions and maintain the details.
So, to reduce this problem new system must be introduced in the company such as management
software that performs all the activities automatically.
System Capabilities
The new system “Sales Management Software” includes some capabilities which are:
 The detail information of housing bank data can be accessed by the new system.
 All the miscall can be reminded by the new software.
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 It has the capability to generate the calls and record the answers made over call automatically
and also record the script generated.
 The new system can also produce the reports for the activities regarding the call center team,
commission reports, and geographical coverage.
Business Benefits
There are several benefits to the company when implementing a new system i.e. “Sales
Management Software” which are:
 Since the new system automatically records the answers when the call center team will call
customers, the company can fastly get to know the requirements of the customers regarding
the insulation installation which thereby enhances the communication with the customers.
 Another benefit to the company is that the cost spent on training the new sales
representatives reduces as the software now automatically generates all the reports. So, this
will reduce the work of the sales representative.
 The company has one more benefit with the use of the new system as they can end up the
sales on the same time at the same spot as the new software can instantly store the
measurements and specifications on the mobile phone (Naedele et al. 2015).
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Stakeholder Analysis
Stakeholders are the entities who plays the part in the process of the project to complete the
entire process. For the company Cosies Installation, there is a number of stakeholders who are an
important part of the company.
The following below table represents the number of stakeholders along with their specifications
such as role, influence on the project, authority, and power and they are categorized as per the
RACI category (Bob 2018).
Table 1: Stakeholder Table
S.no
.
Stakeholder Role Category Power Influence on
business
1 Call center
staff member
The main role of the
call center staff
member is to make
calls to the customers
and make sheets
regarding the details of
appointments
Responsible High More
2 Team Leader The role of the team
leader to lead the
business and make the
final decision and also
to collate all the sheets
into a single one.
Consulted Medium Less
3 Sales
Representative
The role of the sales
representative is to
make the final
decisions for installing
the insulation and to
make all the reports
Accountable High More
4 Sales Team The role of the sales
team is to make all the
documents and visit
the customer house for
the requirements and
installation of
insulation.
Responsible Less Low
5 Customers The customer is the
main stakeholders who
request to install the
insulation and
Informed High Huge
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informed about
everything.
Elicitation
Elicitation is a technique used to collect the data for gathering the information for a project. For
the process of company Cosies Installation, Elicitation technique is used to collect all the
information from all the stakeholders. There are several elicitation techniques according to
Satzinger, Jackson & Burd (2016) among which four important techniques are used for the
company on each stakeholder and these techniques are User Goal Technique, Interviews, State
Event Technique, Document Analysis, and Temporal Event Decomposition technique. The
user Goal Technique is used to determine the objective of the user and according to the financial
roles, they are classified. The Interview Technique is used to ask the interviews for collecting the
information, the State Event Technique is used to determine the situation where an event occurs
due to sudden occurrence of any situation in the internal system. The last technique Temporal
Event Decomposition technique is used when a result occurs at some point in time.
The below table represents the elicitation technique used for all the stakeholders:
Table 2: Elicitation technique for each stakeholder
S.no
.
Stakeholder Elicitation technique used
1 Call Center Staff
Members
The best-suited technique is User Goal Technique
because, with the help of this technique, staff members can
be able to determine the customers along with their
specifications and requirements.
2 Customers The best-suited technique for the customers is Interview
because by taking the interview and asking questions to
them regarding the installation requirements and their
contact details, the sales team can install the insulation and
call center team can prepare the report.
3 Sales Representative The best-suited technique for sales representative is State
Event Technique because when any sudden changes
require, they can make the approval and approve last final
decision.
4 Sales Team The best-suited technique for the sales team is User Goal
Technique because sales team’s task is to visit the
customer’s house and install the insulation, so with the
help of this technique, they can review the overall
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requirements list.
5 Team Leader The best-suited technique for the team leader is Temporal
Event Technique because this technique helps them to
make the complete description of the report.
As-Is Process Flow Diagram
Figure 1: As-Is process
The above diagram illustrates the As-Is process diagram of the company Cosies Insulation where
the entire process of the company is shown from calling to the customer to set up and install the
insulation system (Lucidchart Content Team 2018).
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Product Backlog
The product backlog is a list of requirements in the ordered form that will be required in the
project. For the company Cosies Insulation, the product backlog is created in terms of user
stories where the requirements of the company’s project are determined in terms of user stories.
There are mainly five stakeholders who are the main part of the company, so their requirements
are explained in the below table as user story (Satzinger, Jackson & Burd 2016).
Table 3: Stakeholder requirements
S.no
.
Stakeholder User Story
1 Sales
Representatives
As a Sales Representative, I need to enter the details of the
insulation requirements such as measurement and specifications
by using the new management software so that sale can be
completed on time.
2 Sales Team As a Sales team member, I need to go to the location of the
customer in order to find out the requirements and also make the
scripts and forward mail to the client so that I am aware of
necessary requirements and customers get aware about the details
of insulation setup respectively.
3 Call Center staff
member
As call center staff member, I need to call the customers daily
and also to make spreadsheets so that appointments can be made
and tracking of confirmed appointments and engaged numbers
can be done respectively.
4 Team Leader As a team leader, I need to merge all the documents into the
single sheet so that I can forward the sheet to the sales
representative regarding the appointments that are confirmed.
5 Customer As a customer, I need to install the insulation and take
appointments so that the company can asap install the system.
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These requirements are divided on the basis of Moscow technique where M stands for Must
have, S stands for Should Have, C stands for Could have, and W stands for Would have. These
requirements are prioritized as (Sussane 2017):
Table 4: Moscow Technique
Must-Have
The sales team must visit the customer house and all the respective
must be entered on the phone at the same instant.
All the details made over the phone and the scripts must be noted
down.
All the measurements and specifications of the installation
requirements must be carefully noted down.
Should Have The system should send details to the customers through e-mail.
The system should make the spreadsheet that includes confirmed
appointments, engaged numbers, missed calls, and unconfirmed
appointments.
Could Have The system could notify the team via reminders of those calls that
are missed by call center team so that they can call back.
Also, the sales lead values could be rank by the system.
Would Have The reports and the documents would be generated by the system
regarding the sales reports, activity reports, geographical coverage,
and commission reports.
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