System Modelling Report: Developing a CRM System for Business

This report provides a detailed analysis of system modelling for a Customer Relationship Management (CRM) system, focusing on the case study of Publicit-e Pty. Ltd. It includes a pictorial model of the organization, a high-level organizational chart, and a stakeholder chart, along with the organization's ...Read More

Running head: SYSTEM MODELLING
System Modelling
Name of the Student:
Name of the University:
Author Note

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Table of Contents
Introduction......................................................................................................................................2
Pictorial Model of the Organization................................................................................................3
High Level Organizational Chart.....................................................................................................4
Stakeholder Chart............................................................................................................................5
Organization Vision Statement........................................................................................................5
Organization Mission Statement......................................................................................................6
System Vision Statement.................................................................................................................6
Consolidated Domain Model Class Diagram..................................................................................7
User Stories......................................................................................................................................7
User Goal Table...............................................................................................................................9
Eight Use Case Descriptions...........................................................................................................9
Use Case Diagram.........................................................................................................................11
Domain Model Class Diagram......................................................................................................12
Conclusion.....................................................................................................................................12
Bibliography..................................................................................................................................14

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Introduction
The report deals with the Customer relationship management system. The case study of
the Publicit-e Pty. Ltd. Has been used for the discussions regarding the customer relationship
management system. The details of the development of the Customer relationship management
system has been described in this report.
The report consists of the detailed description of the system to be developed and the
modelling of the system has also been included. In addition to this, the details of the analysis of
the system that has been performed have been included in the report. The details of the model of
the organization, the mission and vision statement of the organization and the vision of the
system has been described in this report. The details have been aided with the modelling the
system such as the use case diagram and domain class diagram as well. In addition to this, the
system models such as the organizational model and pictorial model are provided in the report.

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Pictorial Model of the Organization
Figure 1: Pictorial Model of Publicit-e Pty. Ltd.
Source: (created by author)

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High Level Organizational Chart
Figure 2: High level organization Chart of Publicit-e Pty. Ltd.
Source: (created by author)

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Stakeholder Chart
Figure 3: Stakeholder Chart of Publicit-e Pty. Ltd.
Source: (created by author)
Organization Vision Statement
The organization aims at providing the best services to their customer and grow at a
steady rate. They also wish to improve the overall communication process with their customer
that would helpful for them in development of relationship across the whole world.

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Organization Mission Statement
The main mission of the Publicit-e Pty. Ltd is understanding the needs of the clients and
communicate efficiently with them. The company aims at providing the best solutions to the job
of the clients.
System Vision Statement
The Publicit-e Pty. Ltd organization is looking to develop an information system that
would be helpful for them in upgrading their IT procedures and also this would enhance the
communication of the employees of the organization with the clients and develop an efficient
customer relationship management system.

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Consolidated Domain Model Class Diagram
Figure 4: Consolidated Domain Model Class Diagram of Publicit-e Pty. Ltd.
Source: (created by author)
User Stories
The user story provided below is used for the description of the client as the user to the
system:
User: Client
Story:

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 As a client to the system I want to enquire about the jobs that are accepted by the
company so that I would be able to supply jobs to the organization.
 As a client to system I want contact a sales person so that I can discuss my quotations
with the sales person and offer a quotation to the organization.
Table 1: User Story for Client of Publicit-e Pty. Ltd.
Source: (created by author)
The second user story has been developed for the sales persons who are to be included in
the system.
User: Employee
Story:
 As an Employee I want to be able to make communication with the clients and discuss
the jobs and quotations with them.
 As a Employee I want to be make contacts with people and classify the interactions I
had with the clients I had made communications so that I would be able to make handle
each of the clients and interactions separately.
Table 2: User Story for Employee of Publicit-e Pty. Ltd.
Source: (created by author)

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User Goal Table
The user goal table has been provided below:
Users Goals
Clients  Make enquires in the system
 Provide Job details
 Make Quotations
 Visit the website of the organization
 Send mails
Employee  Contact the clients
 Classify Interactions
Table 3: User Goal Table for Publicit-e Pty. Ltd.
Source: (created by author)
Eight Use Case Descriptions
User Case Description
Contact clients The clients would be contacted by the employees and the details of the
clients and details of the jobs submitted by the clients are discussed by
the employees.
Make Enquiry The clients would be able to make enquiry in the system about the

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type of jobs the company accepts and further details of the job to
performed are discussed.
Provide Job Details The details of the jobs are provide to the organization by the clients.
Create Leads The sales person creates the leads by contacting the people who are
not yet associated with the organization.
Make Quotations The clients would be able to make quotation for the jobs that they
provide organization for performing.
Visit website The clients would be able to visit the website of the organization to
gather further details about the organization.
Classify Interactions The employees would be able to classify the interactions that they
have had with the clients, which would be helpful for them in fetching
the information that the client had provided in the previous
interaction.
Send Mail The clients would be able to send the mails regarding the jobs to the
sales person or the employees of the organization that they wish to get
in touch with.
Table 4: User Case Description for Publicit-e Pty. Ltd.
Source: (created by author)

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Use Case Diagram
Figure 5: Use Case Diagram of Publicit-e Pty. Ltd.
Source: (created by author)

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Domain Model Class Diagram
Figure 6: Domain Model Class Diagram of Publicit-e Pty. Ltd.
Source: (created by author)
Conclusion
Customer relationship is very important for any type of organization and development of
an efficient customer relationship management system provides the organization with the options
to improve their services that they provide to the customers and also the customer satisfaction
level is also improved for the organization. Hence, the need for customer relationship

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management system has come up for the organization and they decided to develop an
information system that would be helpful for them to mitigate the issues that have been taking
place for the organization. The detailed description has been provided in the report which
includes the analysis of the current scenario of the organization as well. The analysis and
descriptions have been made easier to understand with the help of the models and visuals which
have been included in the report.

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Bibliography
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PRYSM: An open‐source framework for PRoxY System Modeling, with applications to
oxygen‐isotope systems. Journal of Advances in Modeling Earth Systems, 7(3), 1220-
1247.
Munns, S. A. (2016). Computer simulation of powertrain components with methodologies for
generalized system modeling (Doctoral dissertation).
Perera, A. T. D., Coccolo, S., Scartezzini, J. L., & Mauree, D. (2018). Quantifying the impact of
urban climate by extending the boundaries of urban energy system modeling. Applied
energy, 222, 847-860.
Schneider, T., Lan, S., Stuart, A., & Teixeira, J. (2017). Earth system modeling 2.0: A blueprint
for models that learn from observations and targeted high‐resolution simulations.
Geophysical Research Letters, 44(24), 12-396.
Stein, A. F., Draxler, R. R., Rolph, G. D., Stunder, B. J., Cohen, M. D., & Ngan, F. (2015).
NOAA’s HYSPLIT atmospheric transport and dispersion modeling system. Bulletin of
the American Meteorological Society, 96(12), 2059-2077.
Zhou, M., & Wu, N. (2018). System modeling and control with resource-oriented Petri nets. Crc
Press.