ITEC2002: Systems Modeling Report: Publicit-e Pty. Ltd. CRMS Analysis

This report provides a comprehensive analysis of a Customer Relationship Management System (CRMS) for Publicit-e Pty. Ltd., a marketing and event management company. The report begins with an introduction outlining the objectives, followed by a pictorial representation of the organization, an organizational chart, and a stakeholder chart to illustrate the business context. It includes a domain class diagram, vision and mission statements, and a set of user stories to define system requirements. A use case diagram and detailed descriptions are presented to depict system functionalities, along with a class diagram illustrating the subsystem architecture. The report concludes by summarizing the findings and highlighting the benefits of implementing the CRM system, emphasizing improved customer engagement and operational efficiency. The report also includes a bibliography of relevant sources.

Running head: ITECH2002 – SYSTEMS MODELLING
ITECH2002 – SYSTEMS MODELLING
Name of the Student
Name of the University
Author Note

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Table of Contents
Introduction......................................................................................................................................2
Publicit-e Pty. Ltd. CRMS...............................................................................................................2
Pictorial representation of organization...........................................................................................3
Organizational chart.........................................................................................................................5
Stakeholder chart.............................................................................................................................6
Domain class diagram for the CRMS..............................................................................................8
Vision statement..............................................................................................................................8
Mission statement............................................................................................................................9
User Stories......................................................................................................................................9
Use case diagram...........................................................................................................................11
Description for use case diagram...................................................................................................11
Class diagram for sub system........................................................................................................13
Conclusion.....................................................................................................................................14
Bibliography..................................................................................................................................15

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Introduction
The aim of the report is to analyze the basic functional requirements that are associated
with organizations. It becomes essential to understand the application and best implementation
strategies that will benefit the performance of the organization. The assessment is mainly
concerned with analyzing the customer relationship management system that is associated with
Publicit-e Pty. Ltd. The report will contain overview of organization along with basic system
requirements and analysis model that will help in managing the customer relationship
management system. The report will include two user stories, user goal table, use case
descriptions along with use case diagram and class diagram for the systems.
Publicit-e Pty. Ltd. CRMS
Client relation management system is a newly developed computerized system that will
be able to support the business operations associated with marketing, event Management
Company and will ensure that all public relations are managed successfully. The organization
operates its functionality in the eastern states of Australia with head office in Sydney, NSW. The
organization focuses on providing services towards individuals, governments and corporations.
However, recently the organization failed to meet the organizational requirements due to
improper management within the system. Thus in order to overcome the challenges two
members of organization thought of upgrading the IT processes. With the help of customer
relationship management system it will become easy to manage the activities.

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Pictorial representation of organization
The main subsystem of CRMS within an organization includes marketing system, service
and support system and sales system. The key subsystems that are associated with the
organizations CRM are described below:
Marketing: market Incubation, vertical marketing, big data analytics, focusing on product
campaigns.
Sales subsystem: lead management system, reseller portal, loyalty card, multimedia
service platform.
Support and services support system: customer care, management of products, data entry.

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(Fi
gure: Pictorial representation of organization)
Source: Created by author

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Organizational chart

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Stakeholder chart
Stakeholders plays a crucial role in managing the activities within an organization.
Before determining the roles of stakeholders in the project it becomes essential to identify the
performance of the stakeholders. With the help of proper stakeholder analysis it becomes easy to
manage the activities that takes place within the organization.

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Domain class diagram for the CRMS
Vision statement
The main aim of the organization is to enhance the customer relationship so that every
customer can be offered with best services. CRMS is a computerized system that is used for the
purpose of providing support towards the business operations and also offers better public
relations and event management can be done efficiently.

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Mission statement
The main focus is to implement customer management relationship is to enhance the
bonding between the customers and organization. This will enhance performance and will ensure
better performance throughout the organization.
User Stories
User story User Goal
1. As a CRM administrative I will
use the CRM system for adding
customers within the organization
database. This will help in making
proper communication with the
customers.
CRM administrative Main goal is to
communicate effectively
with the customers.
2. As CRM administrative I will
focus on dealing with the important
clients of the organization so that it
becomes easy to manage the
activities that take place within the
system.
CRM administrative Dealing clients
3. As a customer relation
management administrative it
becomes essential to display the
customer details.
CRM administrative Display the customer
details

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4. As a developer it is essential to
communicate effectively with all the
leads so that it becomes easy to
communicate at the time of
implementing a new service.
Developer Communicates effectively
5. As a developer I can manage the
records effectively within the CRM
that will ensure better performance
throughout the organization.
Developer Records needs to be
managed effectively
6. As a developer the CRM system
will help in sorting the records off
every customer.
Developer Sorting of record can be
done
7. As a staff with the help of CRM
system I will be able to update event
records that will ensure better
support towards the customers.
Staff Staff can update event
records

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Use case diagram
Figure1: Use case diagram
(Source: Created by author)
Description for use case diagram
Use cases Description
Add customers This is operated by the CRM administrative
so that they can add new customer within the
CRM system.
Delete customer The crm administrative is responsible for
removing a customer from the system once
they ends receiving services from the

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organization.
Deals with clients The CRM system is also responsible for
managing the deals that takes place with the
clients.
Display customer details Customer detail gets displayed on request by
the system administrative so that it becomes
easy to determine the performance.
Update data Each data associated with the customer’s
needs to be stored within the system so that it
can facilitate proper support at the time of
performing communication.
Update event records All the records that are taking place within the
organization needs to be updated successfully
so that it can ensure better performance
throughput the organization. This will also
ensure that proper support is being provided
towards the customers.
Alert clients Every client needs to be aware of the
upcoming serviced and products that are
going to be received by them from the
organization.
Manage communication with clients This will be done by staff of the organization
so that it becomes easy to manage the

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communication with the clients.
Communication with leads This is an important factor as it ensures that
before carrying out any modification within
the organization it becomes essential to
communicate with the leads.
Managing events Events associated with the organization needs
to be updated within the system.
Class diagram for sub system
Figure : Class diagram
(Source: Created by author)

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The above class diagram is being developed for three subsystems of CRM that includes
the lead relationships sub system, client work relationships and CRMS management.
Conclusion
The report has explained the components associated with the CRM system in the
organization. The report has includes user stories for understanding the performance of the
system. From the report it can be stated that with the help of customer relation management
system it will become easy to communicate effectively with the clients. This will ensure better
engagement with clients and staffs. Thus implementation of CRM system will offer better
services.

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Bibliography
Al-alshuhai, A., & Siewe, F. (2015, November). An extension of the use case diagram to model
context-aware applications. In 2015 SAI Intelligent Systems Conference (IntelliSys) (pp.
884-888). IEEE.
Bansal, P. (2013). A critical review on test case prioritization and Optimization using soft
computing techniques. In 2nd International Conference on Role of Technology in Nation
Building (ICRTNB-2013), pp74-77.
Faitelson, D., & Tyszberowicz, S. (2017, May). UML diagram refinement (focusing on class-and
use case diagrams). In Proceedings of the 39th International Conference on Software
Engineering (pp. 735-745). IEEE Press.
Khurana, N., Chhillar, R. S., & Chhillar, U. (2016). A Novel Technique for Generation and
Optimization of Test Cases Using Use Case, Sequence, Activity Diagram and Genetic
Algorithm. JSW, 11(3), 242-250.
Sahoo, R. K., Nanda, S. K., Mohapatra, D. P., & Patra, M. R. (2017). Model driven test case
optimization of UML combinational diagrams using hybrid bee colony
algorithm. International Journal of Intelligent Systems and Applications, 9(6), 43.