ITECH2002 Systems Modelling: CRMS Sub-System Dynamic Modeling

This project focuses on system modeling within the context of a Customer Relationship Management System (CRMS). It includes detailed use case descriptions for customer query placement and administrator response, accompanied by activity diagrams and system sequence diagrams to illustrate system dynamics. The project also features screen designs for both customer and administrator interfaces, along with a test plan to ensure system functionality and reliability. The goal is to model system behavior, design user interfaces, and develop test strategies for a CRMS sub-system.

Running head: ITECH2002 SYSTEMS MODELLING
ITECH2002 SYSTEMS MODELLING
Name of student
Name of university
Author’s note:

1
ITECH2002 SYSTEMS MODELLING
Table of Contents
Use case description 1....................................................................................................2
Use case description 2....................................................................................................3
Activity diagram 1..........................................................................................................5
Activity diagram 2..........................................................................................................6
System sequence diagram 1...........................................................................................6
System sequence diagram 2...........................................................................................7
Screen design.................................................................................................................8
Screen design for customer query..................................................................................8
Screen design for admin response................................................................................10
Test plan.......................................................................................................................12
Bibliography.................................................................................................................13

2
ITECH2002 SYSTEMS MODELLING
Use case description 1
Use Case name Customer placing a query in the company
Scenario With the help of customer relationship management system in the
organisation, the customers are provided with all the required support when
the customers are purchasing any product.
Brief description As soon as any customer places request for buying any product, the
organisation provides the required support to the customers for simplifying
the buying procedure of the customer. The queries of the customer are always
considered and solved quickly.
Actor Customer support representative
Related use case Customer was facilitated with a service, login of customer, login of CSR
Trigger The customer provides the details of any query in the system.
Primary Scenario 1. The customer places the request to solve any particular query that
they have.
2. The query of the customer is noted and an appropriate response is
provided for the query that would solve this particular query.
Stakeholders Customer, CSR, manager, director
Pre-Conditions System gains a query of the client regarding any product
Post-Conditions Query of the customer has been posted
Exception conditions None

3
ITECH2002 SYSTEMS MODELLING
Flow of activities Actor System
1. Customer sign in into the system
of the organisation
2. Customer books an appointment
in the company
3. Customer places a query in the
company
1. System authenticates the login
credentials
2. System performs the verification of
the account of user
3. System takes the order and provide
a query number to the customer
Use case description 2
Use Case name Responding to queries of customers
Scenario The system administrator logs on into the system for viewing all the queries
that have been posted by the customers
Brief description The system administrator logs on into the system for viewing all the queries
that have been posted by the customers. The system administrator would then
post the appropriate response of each of the queries posted by the customers.
Actor System administrator
Related use case Customer booked appointment, customer posted query, system administrator
log in into the system
Trigger The system administrator logs on into the system for viewing the list of
queries of customers

4
ITECH2002 SYSTEMS MODELLING
Primary Scenario 1. The system administrator posted the reply of each of the query of the
customer.
2. System administrator forwards any specific issue of the product to
particular department. It would allow the organisation to provide the most
appropriate response of the query
Stakeholders Customer, system administrator, manager, director
Pre-Conditions System administrator sign in into the system
Post-Conditions Query of the customer has been solved
Exception conditions None
Flow of activities Actor System
1. System administrator sign in into
the system
2. System administrator requests to
view the list of all queries of
customers
3. System administrator posts the
appropriate response to the
queries of customer
4. System administrator forward the
query to any specific for
resolving the issue
1. System verifies the account of
system administrator
2. System provides the list of queries
of customer
3. System displays the response of
queries to customers
4. System asks for the department id
where the query has to be
forwarded

5
ITECH2002 SYSTEMS MODELLING
Activity diagram 1

6
ITECH2002 SYSTEMS MODELLING
Activity diagram 2
System sequence diagram 1

7
ITECH2002 SYSTEMS MODELLING
System sequence diagram 2

8
ITECH2002 SYSTEMS MODELLING
Screen design
Screen design for customer query

9
ITECH2002 SYSTEMS MODELLING

10
ITECH2002 SYSTEMS MODELLING
Screen design for admin response

11
ITECH2002 SYSTEMS MODELLING

12
ITECH2002 SYSTEMS MODELLING
Test plan
N
o
Guidelin
e Short Description Test Data Expected Output
1
RIGHT-
BICEP
Are the results
right?
Login
details in
the form
Access is provided to the customers for
posting any query
2
RIGHT-
BICEP
Can the reverse
relationships be
checked?
Posting
another
query after
posting
one
already
When any customer has posted one
query, then with the click on post another
query button, the customer could go back
to the query page.
3
RIGHT-
BICEP
this case is not
applicable because
the results are
gained using only
method in the form
4
RIGHT-
BICEP
Can forced errors
be caused?
Entering
login
details
When any registered customer enters the
wrong credentials in the login page, the
system shows error. Intentionally
providing the wrong login details would
force error.
5
RIGHT-
BICEP
Can the system
provide similar
performance with
the increase of
input in the form?
Several
customer
executing
login at the
same time
The system should allow all the customer
to login into the system.

13
ITECH2002 SYSTEMS MODELLING
Bibliography
Andresen, G. B., Søndergaard, A. A., & Greiner, M. (2015). Validation of Danish wind time
series from a new global renewable energy atlas for energy system
analysis. Energy, 93, 1074-1088.
Bolognani, S., & Dörfler, F. (2015, September). Fast power system analysis via implicit
linearization of the power flow manifold. In 2015 53rd Annual Allerton Conference
on Communication, Control, and Computing (Allerton) (pp. 402-409). IEEE.
Das, J. C. (2016). Power system analysis: short-circuit load flow and harmonics. CRC press.
Ericson, C. A. (2015). Hazard analysis techniques for system safety. John Wiley & Sons.
Gonen, T. (2015). Electrical power transmission system engineering: analysis and design.
CRC press.
Ravindra, K., Kaur, K., & Mor, S. (2015). System analysis of municipal solid waste
management in Chandigarh and minimization practices for cleaner emissions. Journal
of Cleaner production, 89, 251-256.
Wieczorek, A. J., Hekkert, M. P., Coenen, L., & Harmsen, R. (2015). Broadening the national
focus in technological innovation system analysis: The case of offshore
wind. Environmental Innovation and Societal Transitions, 14, 128-148.
Wiegmann, D. A., & Shappell, S. A. (2017). A human error approach to aviation accident
analysis: The human factors analysis and classification system. Routledge.
Wiegmann, D. A., & Shappell, S. A. (2017). A human error approach to aviation accident
analysis: The human factors analysis and classification system. Routledge.