ITECH2002 - System Modelling Assignment 2: Dynamic Modelling, Design

This document presents a comprehensive solution for ITECH2002 Assignment 2, focusing on system modelling. The assignment addresses dynamic modelling, screen design, and test plans for a customer support and return subsystem. The solution includes the identification of system and subsystems, detailing functionalities like capturing and reviewing escalations, processing customer requests, and managing replacements/refunds. Two complex use cases are described, along with their extended use case descriptions, activity diagrams, and system sequence diagrams. The document also features screen prototypes created using InVision and associated test plans, providing a practical application of the concepts. The references cited support the methodologies and approaches used in the assignment. The assignment covers key aspects of software engineering and system analysis, providing a practical approach to system modelling and design.

Running head: ITECH2002 - SYSTEM MODELLING
ITECH2002 - System Modelling
Dynamic Modelling, Screen Design and Test Plans
Name of the Student
Name of the University
Author’s Note

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ITECH2002 - SYSTEM MODELLING
Task 1
1. Identification of System and Subsystem
The customer support and return subsystem is developed for managing the orders and
transactions and it is broadly divided into different subsystems such as:
Capturing Escalation:
The capture escalation functionality is used for management of sales quote, order
submitted and shopping cart. The order details are stored in the database for reference and
management of escalation from the customer. The invoice number of the delivered order of the
customer is recorded and the issues are recorded under the escalation id.
Review Escalation:
A track is maintained for taking follow up on the escalated order of the customer and thus
the details of the order is stored and after reviewing it is marked as closed, follow up or
escalated. For the orders marked as escalated a team is assigned for resolving the issue.
Processing customer request:
It is used for maintaining a coordination between the allocated inventory, processing
payment, release order for fulfilling requirement and tracking the status of order. The customer’s
request for refund or replacement is considered and the need of replacement or refund is
articulated. The request is marked as approved or unapproved and message is forwarded to the
customer.
Replace /Refund Product:

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On replacement an electronic message with customer name, address, phone number,
invoice and return ID is sent to the customer. If a refund is approved the electronic message is
sent and the balance is transferred to the wallet of customer on receiving the return item.
Reject Replace /Refund request:
The criteria of the order are checked and if the order have no compliance with the return
or replacement policy the request of the user is rejected and the escalation is marked as closed.
Rating about escalation:
A request is sent to the customer for rating the service they got for resolution of the
problem and the feedback is recorded.
Updating escalated status
The escalation is marked as closed on providing resolution and getting rating from the
customer and the system is updated with the result.
2. Two Complex Use Cases
Use Case 1: Processing Customer request
Description of the process
It is used for maintaining a coordination between the allocated inventory, processing
payment, release order for fulfilling requirement and tracking the status of order. The customer’s
request for refund or replacement is considered and the need of replacement or refund is
articulated. The request is marked as approved or unapproved and message is forwarded to the
customer.

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Extended Use Case

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Use Case 2: Replace /Refund Product
Description of the process
On replacement an electronic message with customer name, address, phone number,
invoice and return ID is sent to the customer. If a refund is approved the electronic message is
sent and the balance is transferred to the wallet of customer on receiving the return item.
Extended Use Case

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2.1. Activity Diagram
Processing Customer request

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Replace Refund Product

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2.2. System Sequence Diagram
Processing Customer request

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Replace Refund Product

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3. Screen Prototype and Test Plan for Use Case 1

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Task 2
InVision Screen: My Profile Page
LINK:
https://projects.invisionapp.com/prototype/invision-screen-cjw3ii5pw0015z201tlzyaq5z/play/
3ebfb3cf

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References
Al-Fedaghi, S., & Al-Otaibi, M. (2019, March). Service-Oriented Systems as A Thining
Machine: A Case Study of Customer Relationship Management. In 2019 IEEE 2nd
International Conference on Information and Computer Technologies (ICICT) (pp. 235-
242). IEEE.
Demetis, D. S., & Lee, A. S. (2016). Crafting theory to satisfy the requirements of systems
science. Information and Organization, 26(4), 116-126.
Lu, K., Yahyapour, R., Wieder, P., Yaqub, E., Abdullah, M., Schloer, B., & Kotsokalis, C.
(2016). Fault-tolerant service level agreement lifecycle management in clouds using actor
system. Future Generation Computer Systems, 54, 247-259.