ITECH2002 Systems Modelling Report: Publicit-e Pty. Ltd. Analysis

This report, prepared for the ITECH2002 Systems Modelling course, details the design and implementation of a Customer Relationship Management (CRM) system for Publicit-e Pty. Ltd. The report includes a pictorial model of the organization, a high-level organizational chart, and a stakeholder chart to provide context. It outlines the organization's vision and mission statements, followed by the system vision. The core of the report involves a domain model class diagram, user stories, a user goal table, and detailed use case descriptions for various functionalities, such as customer login, feedback management, and appointment booking. Use case diagrams and a class diagram visually represent the system's architecture and components. The report concludes with a bibliography, providing a comprehensive overview of the CRM system's design and functionality, and its application within the context of the specified business scenario. This assignment showcases the student's ability to model and design a system based on real-world business requirements.

Running head: ITECH2002 – SYSTEMS MODELLING
ITECH2002 – SYSTEMS MODELLING
Name of student
Name of university
Author’s note:

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Table of Contents
Pictorial model of organisation......................................................................................2
High level organisational chart......................................................................................3
Stakeholder chart............................................................................................................3
Organisation vision statement........................................................................................4
Organisation mission statement.....................................................................................4
System vision.................................................................................................................4
Domain model class diagram.........................................................................................5
User stories.....................................................................................................................5
User goal table................................................................................................................6
Use case description.......................................................................................................7
Use case description 1................................................................................................7
Use case description 2................................................................................................8
Use case description 4..............................................................................................11
Use case description 5..............................................................................................12
Use case description 6..............................................................................................14
Use case description 7..............................................................................................15
Use case description 8..............................................................................................16
Use case diagram..........................................................................................................18
Class diagram...............................................................................................................19
Bibliography.................................................................................................................20

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Pictorial model of organisation

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High level organisational chart
Stakeholder chart
Influence of stakeholders
satisfy stakeholders
Customers
HR
boardmembers
Work witb stakeholders
CEO
boss
Analyst
Monitor stakeholders
Fulfillment centre
IT support
Inform stakeholders
Colleagues
Team members

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Impact on stakeholders
Organisation vision statement
The world in the present times has been mainly characterised by the accelerating
transformational changes. The revolutions in the information technology, the consumer
behaviours, the life science and the global supply chain are primarily altering the methods by
which the businesses operates in the present times. The societies, family structures and the
working environments are significantly evolving in manners that could be considered
increasingly significantly than the earlier times. The company, Publicit-e Pty. Ltd. are mainly
defined by the six core values, that forms the integral part of the identity as well as the
operations, the values are objectivity and honesty, intellectual rigour, significant value
creation, respect and consideration, ethics, and knowledge.
Organisation mission statement
The mission of the company is to guide the companies and the clients using the main
process of strategic change. The company supports significant tactical and strategic corporate
responses to any kind of challenges as well as the opportunities that are posed by the evolving
of globalisation, competition and the technology. The role of the company as an effective
advisor, offering the objective as well as the resulted oriented analysis, implementation of the
solutions.
System vision
The long term vision of the system is to provide the company with an effective
technology that could help in managing the customers with effective methods. The main
purpose of developing this software in the organisation is to allow the company to apply the
modern technologies in customer management and generate effective leads who could turn
into customers in future. The reuqirements of the customers to be extensively satisfied by the

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services of the company would be easily achieved with the implementation of the CRMS in
the organisation. The managers of the organisation would be able to manage the customers in
improved manner and provide all the required services to the customers easily and solve their
queries in minimal time.
Domain model class diagram
User stories
As a customer, I want to use the system for posting any query regarding the services
that I have received. I want to get appropriate response for my query in minimal time
possible.
As a manager of the company, I want to use the system for viewing the weekly report
of the performance of my company. The system should be able to provide the overview of the
performance of each of the employee of my company.

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As an IT system administrator, I want to use the system for updating the details of the
new customers and then provide a concise report to the manager. I want to login into the
system and then see the potential new leads and the customers whose details are required to
be updated in the system.
As receptionist in the company, I want to use the system for viewing the upcoming
meetings with the clients and the managers. The system should be able to provide me with
the functionality of providing notification to the managers regarding the upcoming meetings.
As the sales representative, I want to use the system to input the details of the leads
that are collected in the recent times and then update the information of any lead who has
turned into customer.
User goal table
Actor Goals Brief description Priority
Customer Login into the
system
The customer
intends to login into
the system for
booking an
appointment or post
any query
h
User View the details of
clients
The user wants to
view the details of
the clients and the
leads who are
presently considered
by the company
H

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Sales representative Input details of leads The leads that are
generated from the
market are entered
into the system for
handling
L
Manager View report of
performance of
employees
The manager needs
to be able to login
into the system and
then view the
performance of the
employees of the
organisation
H
Use case description
Use case description 1
Use Case name Login
Scenario Customer login into the system for booking an appointment.
Brief description The customer should be able to login into the system with the use of proper
credentials for booking an appointment or even post any query in the
company
Actor Customer
Related use case Register
Trigger The customer inputs their login credentials in the form

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Primary Scenario 1. The login credentials of the customer is authentic.
2. Customer gains successful entry in the system of the organisation
Stakeholders Customers, system administrator
Pre-Conditions Customer registered in the system
Post-Conditions Customer views the homepage of the company
Exception conditions None
Flow of activities Actor System
1. Client visit the website of the
company
2. Client enters the login
credentials in the form
1. Website is provided to the
customer from the webserver
2. Login credentials verification is
done
3. Credentials authentic and the
access is provided
Use case description 2
Use Case name Manage customer feedback
Scenario System admin accesses the admin portal for viewing all the comments of
customer
Brief description All the post of the customers are displayed to the admin for responding to the
queries, forwarding the queries to any specific department or even update the

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status of the queries
Actor System admin
Related use case Login,
Trigger The system admin inputs their login credentials in the form and then clicks
on view queries of customers
Primary Scenario 1. The login credentials of the system admin is authentic.
2. The system admin views the list of queries of customers that are pending
in the admin portal
Stakeholders Manager, system administrator
Pre-Conditions System admin registered in the system
Post-Conditions System admin views the queries page of the company where response could
be posted
Exception conditions None
Flow of activities Actor System
1. System admin enters their login
credentials in the system
2. System admin checks the queries
then posts the response of
feedback
1. System verifies the login
credentials
2. Database of the company is
updated with the response of the
feedback
3. Response is posted in the webpage
of the company

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Use case description 3
Use Case
name
Manage salesman
Scenario System admin accesses the admin portal for viewing the report of salesman
who have schedule meetings
Brief
description
The system admin access the portal for checking the performance of the
salesmen of the company and then allocate meetings to the salesman
Actor System admin
Related use
case
Login,
Trigger The system admin inputs their login credentials in the form and then clicks
on view report of salesmen
Primary
Scenario
1. The login credentials of the system admin is authentic.
2. The system admin views the list of queries of customers that are pending
in the admin portal
Stakeholder
s
Manager, system administrator
Pre-
Conditions
System admin registered in the system
Post-
Conditions
System admin views the list of salesman and then checks the performance of
the salesmen

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Exception
conditions
None
Flow of activities Actor System
1. System admin enters their login
credentials in the system
2. System admin checks the page of
salesmen and check for any
upcoming meetings of the
salesmen
1. System verifies the login
credentials
2. The database of the
system provides the list of
the salesmen
3. System provides the
overview of the upcoming
meetings of the salesmen
Use case description 4
Use Case name Checks requests
Scenario System admin accesses the admin portal for checking the pending requests of
the clients
Brief description The system admin access the portal for checking the pending requests of the
customer regarding booking appointments
Actor System admin
Related use case Login,
Trigger The system admin inputs their login credentials in the form and then clicks

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on pending requests
Primary Scenario 1. The login credentials of the system admin is authentic.
2. The system admin views the list of pending requests posted by the clients
and the leads
Stakeholders Manager, system administrator
Pre-Conditions System admin registered in the system
Post-Conditions System admin allocates the booking with appropriate authorities such as the
salesmen or the manager of the company
Exception conditions None
Flow of activities Actor System
1. System admin enters their login
credentials in the system
2. System admin checks pending
requests and then allocate the
customer to appropriate
authorities
1. System verifies the login
credentials
2. The database of the system
provides the list of pending
requests
3. System transfers the requests to the
appropriate authorities of the
company
Use case description 5
Use Case name Add comments
Scenario The customer adds comments

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Brief description Clients add the comments regarding the previous services that they have
received from the company and provide feedback for improving the services
provided
Actor Customer
Related use case Login,
Trigger The customer inputs their login credentials in the form and then clicks on
services gained
Primary Scenario 3. The login credentials of the customer is authentic.
4. The customer view the services that they have taken and then add
comment to the services
Stakeholders Manager, customer, system administrator
Pre-Conditions customer registered in the system and the customer have taken any service
from the company
Post-Conditions Customer added comment to the services that they have gained from the
organisation
Exception conditions None
Flow of activities Actor System
1. Customers enters their login
credentials in the system
2. Customer checks the previous
1. System verifies the login
credentials
2. The database of the system

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services that they have taken
3. Adds comment to those services
and then click on proceed
provides the list of services
allocated to the ID of customer
3. System adds the comments in the
services that the customer have
gained
Use case description 6
Use Case name Create ticket
Scenario Customer books an appointment with the company
Brief description The customer access the website of the organisation and then book an
appointment according to their desire
Actor Customer
Related use case Login,
Trigger The customer fill up the booking form in the website and then click on
proceed
Primary Scenario 1. The login credentials of the customer is authentic.
2. The system admin fills up the form of booking and then clicks on
proceed.
3. The system verifies the desired appointment timing in the system and
then confirms the booking
Stakeholders Manager, system administrator, customer
Pre-Conditions Customer registered in the system

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Post-Conditions Customer gains the confirmation of confirmed booking from the company
Exception conditions None
Flow of activities Actor System
1. Customer enters their login
credentials in the system
2. Customer enters the personal
details and the timings for
appointment
3. Customer confirms the booking
1. System verifies the login
credentials
2. The system checks the booking
timing for free slot
3. System provides booking
confirmation to the customer
Use case description 7
Use Case name Manage services
Scenario The manager sign in into system for viewing the present services provided
Brief description The manager access their portal for updating the details of the services that
are provided by the company
Actor Manager
Related use case Login,
Trigger The manager enters their login credentials in the system and then click on
proceed for viewing the present services provided by the company
Primary Scenario 1. The login credentials of the manager is authentic.

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2. The manager updates the details of the present services provided by the
company
Stakeholders Manager, system administrator
Pre-Conditions Manager credentials are verified in the system
Post-Conditions Manager updates the details of the services provided by the company
Exception conditions None
Flow of activities Actor System
1. Manager enters their login
credentials in the system
2. Manager views the list of services
that are provided
3. Manager updates the details of
some additional services that are
to be provided by the company
1. System verifies the login
credentials
2. The database of the system
provides the list of the services
provided
3. The details of the services are
updated in the system
Use case description 8
Use Case name Manage schedule
Scenario Employee
Brief description The receptionist of the company updates the schedule of the employees and
the salesmen
Actor Receptionist

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Related use case Login,
Trigger The receptionist inputs their login credentials in the form and then clicks on
schedule of salesmen
Primary Scenario 5. The login credentials of the receptionistis authentic.
6. The receptionist views the schedule of any particular salesmen
Stakeholders Manager, system administrator, receptionist
Pre-Conditions Receptionist has provided the accurate details in the system
Post-Conditions Salesmen are notified of the upcoming schedule by the receptionist
Exception conditions None
Flow of activities Actor System
1. The receptionist enters their login
credentials in the system
2. Receptionist view the upcoming
schedule of any particular
salesman
1. System verifies the login
credentials
2. The database of the system
provides the list of the salesmen
3. System notifies the particular
salesman regarding the upcoming
schedule

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Use case diagram

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Class diagram

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Bibliography
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