Information System Case Study: SGC Business Challenges and Solutions

This case study examines the challenges faced by Swinburne Guru Consulting (SGC), a small coaching business, and proposes the implementation of a new information system to improve efficiency and productivity. The report details the background of SGC, its business challenges, including scheduling difficulties, payment issues, and limitations in client management. It highlights the impact of these issues on the overall business, such as reduced profitability and customer dissatisfaction. The study then identifies opportunities for improvement through a new information system, including automated scheduling, online enrollment, and streamlined payment processing. The scope of the new system is defined, including logical and physical data representations, data fragmentation diagrams, entity-relationship diagrams, and use case diagrams to illustrate the system's functionality. The case study concludes by emphasizing the potential for increased efficiency, enhanced customer relationships, and business growth through the implementation of the new information system. The document includes a detailed logical data dictionary, entity relationship diagram, data fragmentation diagrams, zero level, first level and context level data flow diagrams and a use case diagram.

CASE STUDY OF
INFORMATION SYSTEM

EXECUTIVE SUMMARY
This report has explained various issues and challenges faced by the previous Information
system so new system has been established in order to improve the productivity and efficiency of
the firm. Swinburne Guru consultancy has employed new technology which helps the staff in
reducing the human efforts with the increased automated work. The present study has explained
various different logical and physical data representation in which the system will perform the
operations. This study has explained various stages of data Fragmentation that helps in
determining the flow of information in new system. Meanwhile, the report has also provided
entity relationship diagram and use case diagram that can be used for the further functioning of
the new Information system.

Table of Contents
INTRODUCTION...........................................................................................................................1
BACKGROUND DETAILS OF SGC COMPANY........................................................................1
Challenges of business.................................................................................................................1
Impact of such issues on overall business....................................................................................3
Three most prominent problems with the current system............................................................3
Opportunities................................................................................................................................4
SCOPE.............................................................................................................................................4
DOCUMENTATION......................................................................................................................5
REFERENCES .............................................................................................................................19

INTRODUCTION
An Information system is the information and communication technology which can be
used by the organization in order to employ the technology within the firm. IS supports the
Business in increasing the efficiency of the performance. The study will be based on the
Swinburne Guru Consulting (SGC) company. This is a small business which operates the
coaching classes for the people of Hawthorn.
Moreover, the report is aimed at improvement of computerised Information system
within the company in order to increase the sales. System Analysis and design of the new system
helps the company in resolving the current issues and meeting the new strategies by increasing
the client approach. The main structure of the report will completely focus towards the
implementation of new IS within the company in order to improve the coaching services for the
customer.
BACKGROUND DETAILS OF SGC COMPANY
Swinburne Guru Consulting is a small organization which is generally operated from the
resident of the Emily Sodapop who is the owner of this business. SGC enterprise is mainly aimed
at providing on various different subjects such as leadership, Team work, personal performance
coaching etc. Due to the small operations of the company there are only four permanent
employees who performs the operations.
Meanwhile, Linkdin account and online presence of SGC leads towards maximum
approach of the people for coaching classes which cannot be handled by the Emily itself (Laudon
and Laudon, 2016). So she wants so expand the business and perform streamlined operations.
Challenges of business
Swinburne Coaching institute operates the business on small scale with minimum number
of employees so the company human resource management for carry out the operations. In carry
out the business process of scheduling the coaching classes for the clients to assigning the
bookkeepers to issue for the books. Various challenges has been raised which at the time of
attaining the clients and searching for the specific skilled coach within the institute (Svobodová,
L. and Černá, 2018). So there are various problems faced by the Linda and Ahmed who are
engaged in receiving the communication and phone calls from customers and then scheduling the
coach for the particular coaching. Such issues are as follows:
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 One of the most frequent and often problem arises is verification and reminder of the to
the client as well as coach for the confirmation before the coaching is scheduled to begin.
 One of the biggest challenge which company has to often face is either the coach or the
client fails to cancel then it ultimately impacts on the customer relat ionship and overall
turnover of the SGC.
 There is also one more problem which is related to allowing the potential and existing
clients to request for coaching online as well as on phones. This in turn breaks the
relationship with the loyal customers of the company.
 As the coaching for one client costs more so many clients are willing to be coached in
small groups of three or four people. Assigning the personal coach for individual client is
one of the concern for the clients.
 Also there is a problem of Scheduling of the clients as well as coach is a time consuming
practice.
 According to the expanded operations of the business, booker keeper is not able to cope
the increased invoice, payments and receipts of the clients.
 When the client repeatedly visits SGC and asks for the coaching then they do not
approach to the receptionist for the bookings and directly approach coaching specialist .
(KusneAnd et.al., 2015) This is also a concern for the business as they are not updated
about such clients.
 The company cannot be able to provide support to urgent coaching requirements of the
people.
 Existing system fails to collect the payment from most of the customer and thus this
amount then goes to bad debt account. This is one of the major reason which arises the
inevitable loss. Current system might get delayed if it checks the credit ratings of the
customers.
 The problem of taking group discussion of almost 4 to 5 people within each group.
 There is also a problem of recognising the invoice number of the client and its assigned
coach. So in current system, it is a time consuming activity for the book keeper as the
payment received by the client is the indication for the payment for the specific coach of
the particular client.
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Impact of such issues on overall business
These issues are effecting the overall performance of the business. And such issues are
also impacts on the efficiency of the business due to which SGC company has to suffer huge
losses. Various impacts of these issues to the the overall productivity of the business are
described below:
 failure to cancel the coaching in absence of either coach and client, this creates the
negative impression and it is also responsible for the dissatisfaction of the client and
hence it impacts on the image and reputation of the firm.
 One on one coaching of the individual costs more to client as well as coach and thus it
minimises the profitability margin for the company.
 When bookkeeper is unable to match the payment received invoice with the coach, it
delays the information and it is responsible for the lack of efficiency in the business.
 The problem with the increased number of frequent debts impacts is responsible for the
losses incurred by the firm. It will be hard for the Swinburne Guru consulting corporation
to survive and sustain in this competitive world.
Three most prominent problems with the current system
One of the most big problem with the current system is the frequent debts and errors in
matching the invoice payment with the coach of the particular client (Theorin and et.al., 2017).
Second one which is one of the most big problem faced by the company is frequent raising in
the number of debts which is one of the great concern for the business thus it affects the
sustainable development of the company in the form of incurring huge losses. One of the great
concern is the time consuming activity as client first communicates to the receptionist. After
taking detailed information about the client as well as their requirement, client is asked for
further inquiries which consumes a lot of time.
These issues are the important among all as such problems directly impacts on the main
objectives of the business. These issues need to be resolved soon as they are important point of
concern for the company. Importance are described below:
 The importance of time consuming is that it lowers the efficiency of the business and
delays the information flow of the firm.
 Frequent debs is also need to be resolved as it creates huge loses in the company.
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 Bookkeeper is unable to match the payment invoice with appropriate coach so it may be
responsible for the delayed payment to coaches.
Opportunities
In order to employ a new information system within the company, SGC have a lot of
opportunities as the tasks will be scheduled mechanically. So this will help the company in
saving the human efforts and thus it will helps the human resource of the firm in focussing
towards the implementation of the strategies towards promotional as well as profit maximisation
activities.
Furthermore new Information system allow the customer to directly enrol for the
coaching sessions and the computerised customer care service will provide the form to the user
in order to acquire the client details and skill required (de SousaAnd et.al., 2017). Moreover, a
notification pop-up on the phone screens of the coach which ensures their availability to take the
sessions. This information system will easily helps the book keeper in generating the invoice for
the client which helps in determining the payment details of the client. It result in the new
Information system which will grand various future opportunities for the business to grow more
in the market.
In addition to this there are huge opportunities such as efficient completion of tasks,
increased performance and increased client approach which will provide the future opportunities
for SGC to organise more coaching classes for the people. This helps the company in creating
huge profitability and it will provide the opportunities to increase the customer relationship and
hence satisfy the loyal customers of the firm..
SCOPE
There is a huge scope of Swinburne guru consulting system as technology will improve
the communication and interaction between the clients and coach. The new information system
will provide the sustainable development of the company and also helps in managing the
business globally. It also has various scope in the future as it will increase the automated tasks
and also it will lower the chances of human error and provides the accurate information to the
manager and coach specialist (Vachharajani, Vasantand Pareek, 2016). Thus it help in improved
efficiency of the scheduling system and it will provide the book-keeper as well as coach
specialist a effective database which will allow them to efficiently retrieve, collect, manipulate
and store the data quickly. It helps the business in expanding the business in international
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market and this will help in increasing the company image and hence helps in developing the
image in the competition market
DOCUMENTATION
Logical data dictionary
 Client_info= Client_id+ name+contact number+Skilled require
 Coach_info= Coach_name+ Coach_skill+ Contact_no+scheduled_time and date
 Book_keeper= Invoice+Coach_details+ Book_id+Payment +client_info
 Coaching_session= Client_name+verification+coach assigned+Total payment Status confirmation= proceed payment+ invoice generated+ debt agency_contact
Entity Relationship Diagram
Data Fragmentation Diagram
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10

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Zero level Data Flow Diagram
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First Level Data Flow Diagram
Context Level Data Flow Diagram
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Use Case Diagram
Appendix
14

Event Trigger Source Use
Case
Response Destination
Coaching
inquiry from
client
Coaching enquiry customer Enquire
coaching
details
Client personal
information
Receptionist
Client details Client details
coaching reason
customer Fill
customer
details
Fill client details System
Identify coach
skills
according to
the client
requirement
Coach skills
identified
Customer identify
coach
details
and
confirm
Identify coach with
specific details
Coach
schedular
Confirmation
of the
coaching
before it is
scheduled
Search coach Coach identify
coach
details
Search coach
according to the
required skills
Coach
specialist
to confirm
schedule time
and cost
Schedule coaching Scheduler schedule
time
Schedule time Client
If coach is not
available
Provide schedule Schedular Provide
schedule
Provide schedule Coach
specialist
Request for
additional
skills
Confirm booking
reschedule booking
Client Confirm
schedule
Confirm booking
or
reschedule booking
Coach
specialist and
coach
Interview to
find suitable
coah
Rescheduling
coaching
Coaching
specialist
schedule
time
Reschedule time
and
Client and
schedular
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confirm booking
Verification
process
Confirm booking Verifier Confirm
booking
Confirm booking Client and
coach
Cancel booking coach Cancel
booking
Cancel booking receptionist
If Coach fails
to confirm
Final confirmation Coach
specialist
Confirm
schedule
Final confirmation Client and
Receptionist
Generate
payment
details
Provide payment
details
system check
and
provide
payment
details
Payment details Customer and
coach
fill client
detail
Pay coach Client make
payment
to coach
Pay coach Company
After coaching
completed
First reminder Client
relation
officer
send
reminder
Give first reminder Client
Invoice details Second reminder Client
relation
officer
send
reminder
Give second
reminder
Client and
coach
After 30 days
has been
elapsed
Debt collection
agency to collect
payment
Book
keeper
Collect
payment
Ask debt collector
agency for
payment collection
Client and
coach
Non
receivable
amount 90
days After
coaching
completed
Blacklist client Book
keeper
Blacklist
client
Blacklist client Client and
coach
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Reminder
client with
final payment
details
Start coaching Book
keeper
Start
coaching
Start coaching coach
Client is asked
to complete
satisfaction
survey
Satisfaction survey Book
keeper
survey Satisfaction survey
fill
client
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REFERENCES
Books and Journals
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.
Theorin, A. and et.al., 2017. An event-driven manufacturing information system architecture for
Industry 4.0. International Journal of Production Research. 55(5). pp.1297-1311.
de Sousa, T.C. And et.al., 2017. A Formal Semantics for Use Case Diagram Via Event-
B. JSW. 12(3). pp.189-200.
Vachharajani, V., Vasant, S. and Pareek, J., 2016. Feasibility Study of Proposed Architecture
for Automatic Assessment of Use-Case Diagram. In Proceedings of International
Conference on ICT for Sustainable Development (pp. 97-104). Springer, Singapore.
Kusne, A.G. And et.al., 2015. High-throughput determination of structural phase diagram and
constituent phases using GRENDEL. Nanotechnology,26(44). p.444002.
Svobodová, L. and Černá, M., 2018, September. Project Management Model with Designed
Data Flow Diagram: The Case of ICT Hybrid Learning of Elderly People in the Czech
Republic. In International Conference on Computational Collective Intelligence (pp.
399-408). Springer, Cham.
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