Detailed Analysis of Publicit-e Pty. Ltd's CRM System and Design

This assignment provides a comprehensive analysis of the Customer Relationship Management (CRM) system for Publicit-e Pty. Ltd. It begins with an introduction emphasizing the importance of modular system design and database connectivity. The assignment includes a pictorial model, organizational chart, and stakeholder chart to visualize the company's structure and relationships. It also presents the vision and mission statements. Furthermore, the assignment details two user stories with acceptance criteria for customers and salespeople, along with a user goal table. The core of the assignment comprises detailed use case descriptions, including diagrams, for various system users and functions, such as customer interaction, moderator tasks, company user actions, salesperson activities, system user management, customer service, event management, quote management, exporting contact lists, and handling complaints. Finally, a domain model class diagram is included to illustrate the system's data structure, followed by a conclusion summarizing the key findings and the overall system design.

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Table of Contents
INTRODUCTION...........................................................................................................................1
Pictorial model of Publicit-e Pty. Ltd......................................................................................1
Organisational Chart.................................................................................................................2
Stakeholder Chart.....................................................................................................................2
Vision statement of Publicit-e Pty. Ltd....................................................................................3
Mission statement......................................................................................................................3
System vision statement............................................................................................................3
Two user stories along with acceptance criteria.....................................................................4
User goal table............................................................................................................................4
Use Case descriptions................................................................................................................5
Domain Model Class diagram................................................................................................15
Conclusion.....................................................................................................................................16

INTRODUCTION
In this growing era, it is essential that systems are segregated into smaller sub systems so
that it can be ensured that all the individual sections are working in an appropriate manner and
when are merged they provide the desired result. Through this all the actions that have to be
carried out can be conducted easily like storage, editing, updating, etc. According to the structure
of firm any number of sub system can exist. Generally, they are being connected to database
through which each individual can have access to information depending upon their requirements
as well as permissions given to them. This assignment is based on Publicit-e Pty. Ltd that is
liable for providing services to government, cooperates and individuals. They have a customer
relationship management system which was formulated for carrying out business operations
related with event management, public relations and marketing. This assignment comprises of
pictorial model, organisational chart, stakeholder chart, vision and mission statement of
organisation. Furthermore, diagrams will be used to show CRMS along with two user stories.
Pictorial model of Publicit-e Pty. Ltd
The symbolic presentation of information via usage of visualisation techniques is referred
to as a diagram. They are liable for illustration of organisations structure as well as relationship
among them and their ranking within specified firm. Generally, pictorial model denotes
hierarchy of firm which implies that each individual knows to whom they have to report with
respect to certain aspects.
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Organisational Chart
The chart that is liable for representing relation in between departments or one function of
a firm to the other is referred to as organisational chart. Further, when these charts grow larger
than they are being divided into smaller charts for each independent department of the
organisation. They can be referred to as sub-system.
Illustration 2: Organisational Chart
Stakeholder Chart
The persons, firm or government departments those who have interest within success of
firm are defined as stakeholders. The chart will represent the crucial assets of firm who have
made some investments within organisation with respect to projects they are being carrying out.
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Illustration 2: Stakeholder Chart
Vision statement of Publicit-e Pty. Ltd
The illustration of what firm wants to attain in a longer run or a time frame of around five
to ten years or longer than that, is referred to as vision statement. It denotes what firm will look
like within future and will furnish appropriate guidelines for planning along with implementation
of strategies. The vision statement of Publicit-e Pty. Ltd is “to become a leader of Customer
Relationship Management system (CRMS)”.
Mission statement
The short statement that furnish details associated with existence of firm, their goals as
well as identification of problems along with services or products that are being delivered by
them for primary customers is referred to as mission statement. The mission statement of
Publicit-e Pty. Ltd is “Contact for any kind of assistance”.
System vision statement
This illustrates the technology that is being utilised by firms for their growth as well as
type of systems used within. System vision statement of Publicit-e Pty. Ltd includes “Higher
evolution of technology, higher the efficiency of operations”
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Two user stories along with acceptance criteria
For Publicit-e Pty. Ltd, the two stories have been illustrated for customer and salesman.
They are as:
Story 1
User User story Acceptance criteria
Customer Suppose user is looking for
any specified services within
CRM system if it is found then
details related with that will be
shown. Thus they will be
illustrated within CRMS.
Acceptance of lead
Story 2
User User story Acceptance criteria
Salesman They are responsible for
checking out the lead that has
been attained from CRMS.
Now salesman can log in
within the system and request
will be sent to respective
person or user.
Status checked
User goal table
For user and salesman two stories have been illustrated along with their acceptance criteria.
In this section, the action which will be carried out and goals have been illustrated.
Role Action Goal
Customer Looking for specified services
or products details.
Purchase a product as per their
specifications.
Salesperman Verification of the lead Status identification so that
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attained services can be delivered.
Use Case descriptions
Use case diagram for customer
Use case name Customer entering details
Actor  Customer
 Admin
Condition Customer sign up within a system by entering
their details. Now within log in they will enter
their username and password.
Brief description Customer can search within the search panel
for products they are being looking for and the
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system will be liable for providing details if
they exist.
Flow of events  Registration
 Request for product or services
 Placement of order if available
 Payments
Precondition It is mandatory to log in within the system for
making out any transactions.
Exceptional condition It is not compulsory that customer has to buy a
product, it is optional if they do not find
anything worth.
Use case moderator
Use case name Moderator assign to user group
Actor  Admin
 Moderator
Condition Admin log in within the system and make a
click on group. Now they can opt for option
assign moderator.
Brief description Moderator has carried out responsibilities
associated with assignment of tasks to each
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group. Each individual has the control for
carrying out their own responsibilities or set of
operations.
Flow of events  Login by moderator
 Select the group members
 Assign goals
 Lists all existent goals
Precondition Group members needs to register within
system for carrying out their operations that are
being given by moderator.
Exceptional condition One goals should be accomplished.
Use case of company user
Use case name Company user
Actor  User
 Customer
Condition User is liable for gathering information and
data of their customers.
Brief description The lead has been generated by company users
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by forwarding mails as well as maintaining
their records. This data is then processed.
Flow of events  Generating lead
 Add, update or delete data
 Receive feedback from customers
 Maintain data and information
Precondition User needs to possess information related with
their customers.
Exceptional condition Storage of data is to be carried out by user.
Use case of salesperson
Use case name Sales person
Actor  Sales person
 Staff
Condition Salesperson makes a log in within a system for
checking out status of lead.
Brief description The details has been verified by salesperson
related with leads by involving other staff.
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Flow of events  Log in within system
 Status verification
 Request is sent to lead
 Assignment of lead
Precondition Salesperson have to log in within the system
Exceptional condition Status as well as lead must be checked.
Use case of system user
Use case name System user
Actor  System user
 Customer
Condition Log in done by the system user for managing
processes.
Brief description System user have to manage processes for
delivering services to their customers as well
as create schedule for the same.
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Flow of events  Log in into the system
 Verification of details
 Management of processes
 Finish
Precondition It is mandatory for user to get within the
system for managing services.
Exceptional condition User has to manage minimum one product.
Use case of customer service provided by staff
Use case name Customer service
Actor  Customer
 Staff
 Admin
Condition Customers demand for new products and
services.
Brief description Customer as made enquiry for new products by
entering within system and staff is making
verification so that request can be further
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processes as well as managed.
Flow of events  Request is being sent
 Look for the service
 Interact with employees or staff.
 Solving the problems
Precondition Customers have to log in within the system.
Exceptional condition Each customer has to make request for at least
one service.
Use case of event management
Use case name Managing event
Actor  User
 Staff
Condition User is liable for creation of events in system
as well as addition of details.
Brief description User has carried out functions related with
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creation of event as well as addition of details.
Staff needs to update existing details as well as
send confirmation text to their users.
Flow of events  Event creation
 Addition of details
 Transmission of messages
 Confirmation
Precondition User needs to create events within a system.
Exceptional condition Staff must update details related with event and
notify about it.
Use case of quote manage
Use case name Quote manage
Actor  Customer
 Salesperson
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Condition Quotes are sent by salesperson to their
customer.
Brief description Quote is being sent via salesperson to their
customers with respect to products and
negotiations of contract with them.
Flow of events  Request for quote
 Send contract to customers
 Approval for contract
 Finish
Precondition Customers are given quote.
Exceptional condition Salesperson is liable for sending minimum one
quotes to customer.
Use case of exporting contact list
Use case name Exporting contact list
Actor  Moderator
 User
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 Admin
Condition Contact list is being sent by moderator to
admin as well as user.
Brief description Contact list is exported by moderator along
with directories and their details are
maintained.
Flow of events  Selecting contact list
 Modification of list
 Maintenance and saving details
Precondition Moderator possess the access to contact list
and manage it.
Exceptional condition They have to select minimum one contact list.
Use case of complaint
Use case name Making complaint
Actor  Admin
 User
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 Customer
Condition Complaints are made by customers with
respect to products.
Brief description Complaint related with products have been
made by customers to admin & user.
Flow of events  Consent for complaint
 Complaints are made
Precondition Customer need to log in within the system
Exceptional condition Interaction has be carried out among customer
and user.
Domain Model Class diagram
Sub-system
System
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Conclusion
From above it can be concluded that it is necessary for Publicit-e Pty. Ltd to divide their
activities in smaller departments or sections as this will lead to minimisation within complexities
as well as systems & processes can be improvised through this. Their mission and vision
statement aims at rendering higher quality services to their customers. The diagrams illustrated
above shows the diverse use cases and each have their own flow which aid firm to improvise
their operations and processes.
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