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Gazelle Consulting, LLC.

________________________________________________

Friendly City Dogworks
Systems Proposal
April 29, 2014

Project Team:
Stephanie Hall
Andrew House
Ali Ismeail
Emily Masterson
Katie Poe




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April 30th, 2014

Ms. Peggy Bundy
Owner, Friendly City Dogworks
901 Fur Lane
Harrisonburg, VA 22801

Dear Ms. Peggy Bundy:

Gazelle Consulting is pleased to present you with the system proposal for the Friendly City Dogworks project.
At this time, we have successfully completed the planning and analysis phase and are ready to begin the design
of the system. However, before moving forward, we have prepared this deliverable to share the findings from
our analysis of the existing system as well as our recommendation for the new system. For more than 50 years,
Gazelle Consulting has provided solutions for the government and private businesses by conducting a vast array
of services to help agencies establish sustainable improvement to performance, operations, and quality of
service. We have great confidence that our team will be able to capture technologys potential to not merely
support, but to also transform your business.

During the last month and half, our team at Gazelle Consulting has been working closely with the Friendly City
Dogworks staff as well as customers to gather information about the current system, identify room for improvement,
create an analysis strategy, and gather requirements for the new system. We determined that the best way to gather
information was through observing the current business processes, conducting interviews with staff, holding a Joint
Application Development session for a two week period, and creating a questionnaire to receive feedback from
existing customers. By analyzing this information, we believe that we have conducted a thorough analysis and are
confident that our recommendation to purchase Sage 100 ERP/Sage CRM as well as hosting the website on Amazon
Web Services will greatly improve current business processes. In this document we explain our analysis and how we
reached this decision. In developing a concept for the new system, we kept in mind the following specifications as
requested from the RFP:

A web-based system that will allow dog owners to find out about the company, enroll their dogs with
Friendly City Dogworks, and schedule services. The web-based system will have a Dog Enrollment
form containing customer and pet information in order to replace the current manual process. Once
completed, records should be made available for both the business and the customer. A Dog Service
form will allow customers to request services online as well as being contacted if services are not
available for their requested time/date in order to reschedule.
Develop a computerized dog care system to track dogs, dog services, and boarding. Separate Service
reports will display which dogs are coming in for services and at what time. Pickup, delivery, and home
care reports will be combined as a single report and sent to corresponding driver to their smartphone.
Drivers will be able to swap dogs amongst themselves based upon prior experience with dogs. Boarding
reports will display the dogs being boarded, their special needs, and the length of their stay.
The to-be system will be compatible with the current accounting software, Peachtree Accounting
Software.

The system proposal provides an updated work plan, the analysis strategy, requirements gathering, functional
and nonfunctional requirements, as-is activity diagram, use case diagram, use case descriptions, class diagram,
sequence diagrams, and our recommendations. As a small business ourselves, we are always eager to support
the growth and development of entrepreneurs who want to expand their business using IT solutions. The
Telephone 703 678 8420
Fax 703 678 3790
Internet www.GazelleConsulting.com
Gazelle LLC
1513 Grazing Plain
Harrisonburg, VA 22801



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computerized dog care system, in conjunction with a web-based customer system, will allow for: increased
efficiency, reduced salary expenses, new customers, and added revenue.

Gazelle Consulting utilizes new customized solutions in order to create value for our clients. For years we have
been delivering agencies high-performance systems and plan to continue this service. We strongly believe that
the new system will be a valuable improvement for Friendly City Dogworks. Thank you for the opportunity to
work with your company and we hope you find our solution one that will benefit the growth of your company.
Please do not hesitate to contact us if you have any questions. Please contact Mr. Ali Ismeail at 703-678-8420
or AIsmeail@GazelleCo.com. Otherwise, we plan to hear from you by May 5
th
to discuss the results of the
systems proposal as well as moving forward into the design and implementation phase.

Sincerely,





Ali Ismeail, Stephanie Hall, Andrew House, Emily Masterson, Katie Poe

























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Table of Contents

Introduction..5
1. Work Plan. ...................................................................................................................................................................... 6
2. Analysis Strategy ........................................................................................................................................................... 7
3. Requirements Gathering ............................................................................................................................................... 9
4. Requirements ............................................................................................................................................................... 11
4.1 Functional Requirements ................................................................................................................................ 11
4.2 Nonfunctional Requirements .......................................................................................................................... 12
5. Activity Diagram .......................................................................................................................................................... 14
6. Use Case Diagram ....................................................................................................................................................... 16
7. Use Case Descriptions19
8. Class Diagram...20
9. Sequence Diagrams.22
10. Recommendation ......................................................................................................................................................... 23
Appendix A: Task List and Gantt Chart ............................................................................................................................ 24
Appendix B: Use Case Descriptions ................................................................................................................................. 26
Appendix C: Sequence Diagrams...................................................................................................................................... 35
Authorized Personnel to Conduct Negotiations and Statement of Validity .................................................................. 39






























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INTRODUCTION

The following system proposal is a documentation of the analysis phase of the Friendly City Dogworks project.
In this analysis, we have reviewed the requirements and determined crucial areas of improvement for the to-be
system. The subsequent list provides a roadmap for the proposal and the deliverables that have been prepared:

The work plan includes a description of the tasks completed during the analysis phase as well as a Gantt
chart displaying the projects tasks, task duration, and project timeline.

The analysis strategy we choose as well as a rationale for the decision.
The requirements gathering section describes the methods used to determine requirements and the results
of each.

The requirements section describes the functional and nonfunctional characteristics of the new system.
An activity diagram that graphically depicts the flow of the current business processes of Friendly City
Dogworks and its corresponding key.

A use case diagram that graphically depicts the to-be system and its corresponding key. It includes key
stakeholders that will interact with the system and how they will do so.

Use case descriptions provide a detailed account of each of the uses cases depicted in the use case
diagram. This consists of the step-by-step explanation of the given action with or within the system.

The class diagram shows the classes, attributes, and relationships between them. The classes represent
the different entities of the system as well as how they interact.

Sequence diagrams result from the use case descriptions and class diagram and show the interactions
between the to-be system and users.


The analyses found within this proposal were essential in defining the to-be system for Friendly City Dogworks.
The Gazelle Consulting team has provided the purpose, results, and conclusion for each section and has given
evidence of our findings. Our collaborative efforts prove that this new system will dramatically increase the
efficiency and effectiveness of the business and its processes. Friendly City Dogworks will be able to meet the
demand of an increasing customer base, follow the latest technological trends closely, and remain in sync with
the schedule and budget. By updating to Sage 100 ERP/Sage CRM, the new system will seamlessly integrate
with the functions of the old system and have the functional and nonfunctional requirements that are needed for
the new online and in-store transactions.














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1.0 WORK PLAN

The purpose of a work plan describes the project to be accomplished and how it will be done. It includes
documentation of the system, defines the system objectives and goals, and provides a scope of work. The
development of a system includes the four phases of the systems development lifecycle; planning, analysis,
design, and implementation. The planning phase was completed on March 7th, 2014 and the analysis phase
commenced on March 10th, 2014.

The analysis phase consisted of understanding the as-is system, developing an analysis strategy, requirement
gathering and determination, developing analysis models, and creating the Systems Proposal. Requirements
gathering and determination included several days of observation of the current business processes at Friendly
City Dogworks, interviews with key stakeholders, JAD sessions to more quickly determine the scope of the
system, developing a questionnaire to receive input from current customers, and finally to define the functional
and nonfunctional requirements. Several different analysis models were created in order to document the
desired functionality of the new system. These included a use case diagram, use case descriptions, class
diagrams, and sequence diagrams. All of these are discussed in further detail within this deliverable. The final
step in the analysis phase consisted of updating the system proposal and adding the finalized analysis models.
All of these tasks and deliverables are listed in the task list in Appendix A starting on page 24.

The analysis phase was successfully completed on April 22nd, 2014. The project manager has updated the work
plan in order to accurately display the status of the project to date. The Gantt chart in Appendix A shows the
tasks that have been completed for the analysis phase. By working closely with key stakeholders to determine
requirements for the new system, Gazelle Consulting is now ready to begin the design phase of the project. For
the remaining two phases, design and implementation, we will be using an agile methodology. This means we
will use an iterative and incremental approach to designing the system, which allows us to create the system in a
shorter time frame as well as keeping the key stakeholders involved in order to ensure that user requirements are
being met.

The project work plan serves as a reference not just for our team, but the Friendly City Dogworks team as well
to see the objectives and status of the project. If you have any questions or concerns about the attached task list
or Gantt chart, please contact the project manager, Ali Ismeail, by telephone, (703) 568-9559, or email,
AIsmeail@GazelleCo.com











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2.0 ANALYSIS STRATEGY

In order to properly explain the requirements for the new system, Gazelle Consulting had to create a vision of
what to expect using requirements-analysis. The purpose of requirements-analysis is to identify the strengths of
the current system that should be sustained and the weaknesses that need to be addressed by the future system.
After much analysis, Gazelle Consulting chose a mixture of Business Process Automation (BPA) and Business
Process Improvement (BPI) for the new Friendly City Dogworks system. BPA upgrades a system using
technology and leaves the companys operations unchanged overall. BPI improves internal efficiency,
effectiveness, and cuts costs. Gazelles business analysis team provided the following rationale to explain our
decision:

Understand As-Is:
Normally, companies using agile development overlook this stage and simply focus on improvements of the to-
be systems. However, Gazelle has taken into consideration the current flow of work through numerous
techniques, including interviews and observation. Currently, there is no computerized system to track dogs, dog
services, boarding, enrollment, records, or scheduling. Instead, all information is stored manually on physical
documents. BPI will help to create a system to perform these processes. When our team viewed the automation
requirements of the new system, it was stated that the current Accounting system must be kept, two computers
are available, and staff is flexible in technological changes. Therefore, BPA will update these outdated
technologies with new, emerging innovations and allow for ease in learning.

Identify Improvements:
Root-cause analysis determined that Friendly City Dogworks is losing money due to the scheduling process.
Staff is uninformed of changes and the manual scheduling of appointments can be done more effectively. The
steps of recording, changing, and managing appointments by the receptionist has many errors and will be
addressed by updating the use of technology and creating a unified platform for staff to view schedules.

Duration analysis and informal benchmarking activities were employed to identify areas of improvement.
Through duration analysis, we examined the amount of time it takes to perform a process. Gazelle determined
that it takes approximately 45 minutes to enroll a dog, explain all the available amenities, schedule services,
produce a dog service form, and inform staff after proper documentation. With the new online web system and
integrated internal database, customers can complete all of this online before arriving or book through the
receptionist. Also, the information will sync with the online/front desk master calendar, send copies of any
service or boarding reports, and integrate with the current accounting system. Ultimately, duration time will
decrease by 65% with BPI. Informal benchmarking was used to study other organizations similar business
processes in order to improve those of Friendly City Dogworks.

Develop Requirements:
BPA and BPI will take advantage of new opportunities in technology and imitate the strengths of industry
leaders. Detailed requirements, both functional and nonfunctional, will be listed below and are based off
improvements identified above. Figure 2.1 on the following page shows a chart for how we compared the
different analysis strategies.







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Figure 2.1: Analysis Strategy Comparison

BPA BPI BPR*
Risk Low Low-Moderate High
Project Cost Low Low-Moderate High
Potential Value Moderate Moderate High
Breadth Narrow Narrow-Moderate Wide
*Business Process Reengineering (BPR) is changing the structure of a company and completely altering the way it operates.

In summary, Business Process Automation and Business Process Improvement will make moderate changes to
your company and still allow you to perform daily functions. Your successful business will maintain its
hospitable qualities and fundamental operations with minor updates. Gazelle has estimated low risks and low
costs using a combination of BPA and BPI. As a result, your company will now accomplish tasks at the highest
level of efficiency.
































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3.0 REQUIREMENTS GATHERING

A critical step in preparing a new system is gathering requirements. The purpose of gathering requirements is to
determine what is important to the users and is overall the foundation of the development of the to-be system. It
also provides an excellent opportunity for the development team to establish rapport with the users of the
system. Gazelle Consulting uses a number of methods to gather requirements for this project, including:
observation of current facilities/system(s), document analysis, interviews with top management, a JAD session,
and a questionnaire that was sent to customers. A brief description of the results of each method is provided
below.

Observation of Facilities/Systems:
Starting on March 18, four days were used to observe how the daily functions are performed at Friendly City
Dogworks. This included a walkthrough of account receivables, much like an audit, to study the financial
process. A similar investigative technique was used to determine the day-to-day functions of the various
operations in use by Friendly City Dogworks. Gazelle determined that there is room for extensive improvement
by automating the inventory database. We believe that creating a system that can notify management when it is
time to reorder inventory and update the availability of said inventory will give Friendly City a much more user-
friendly online presence. Additional improvements included better communication between all staff members as
well as the customers.

Document Analysis:
An analysis of sample procedures and policy documentation served as another means of understanding the day-
to-day operations at Friendly City Dogworks. We have determined that a crucial need for business growth is an
inventory database. With this database, management will have greater control over its inventory, reducing the
likelihood of stock-outs and, at the same time, minimizing the amount of inventory that needs to be kept on-
hand. Gazelle noticed a lack of a reliable inventory counting system and thus recommends that bar codes be
introduced to increase confidence in inventory totals. The system will also produce an inventory list at the
beginning of each day highlighting items that are at or under a specified reorder threshold. There was not a
sufficient amount of documentation of the current business processes, which is an issue that the implementation
of a new system could also address. By creating defined procedures for handling the different services
performed at Friendly City Dogworks, new employees can be trained not only in a shorter time frame, but also
in the right way.

Interviews:
Gazelle Consulting interviewed key stakeholders such as Friendly City Dogworks owner and general manager
Peggy Bundy, as well as Animal Care and Boarding manager Greg Wilson during the requirements gathering
process to get in-depth perspective from the top managements point-of-view. It was determined that both have
a desire for the new system to have 24/7 online support. Although customers may not always be requesting
services or shopping online, it is important that the online site should be running at all times. This is crucial for
the to-be, day-to-day needs of the organization. Each also expressed a desire for the to-be system to have the
ability to produce a variety of in-depth management reports that will give telling information about customer
trends and changes in costs.

Joint Application Development (JAD) Session:
A JAD Session is an information gathering technique that brings together a variety of individuals from within



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the organization to collectively gather requirements for the to-be system. Gazelle Consulting assembled the
following individuals: Peggy Bundy, Greg Wilson, Katie Drew, and a representative from van technicians,
groomers and massage, on-site technicians, and IT staff for a JAD session. The session took place over a two-
week period. During this time, all parties involved mentioned a growing need for the ability to manage
customer appointments using an online system.
Questionnaires:
A satisfaction survey was sent to 200 customers, selected at random, who employed the services of Friendly
City Dogworks. To provide reasonable assurance that an acceptable response level would be achieved, each
survey was sent with a coupon for 10% off each customers next visit to Friendly City Dogworks with proof of
survey completion. 140 customers responded to the survey, or 70% of surveys sent out, considerably higher
than expected.

Customers responded with particular desire to see more online services. Highlights included an online
scheduling system, and the ability to pay for dog services online. Gazelle Consulting feels even more strongly
about the implementation of an online scheduling system, which can be extended to serve customers using a
GUI compatible with desktop and laptop computers, as well as tablets and smartphones.

As mentioned above, there are a variety of ideas for requirements that were gathered using the techniques we
have stated. These have created a better understanding for our team, which allowed us to create a solution that is
specific to the business needs of Friendly City Dogworks. The segments that follow gives insight into what we
recommend as for the to-be system.































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4.0 REQUIREMENTS

The purpose of requirements determination is to take the high-level business needs that are listed in the system
request and create a precise listing of the desired features. This leads into the system design function as well as
producing the foundation for the functional, structural, and behavioral models. By definition, a requirement is a
statement of what the system must do or any characteristics that it must contain.

Gazelle Consulting has employed a number of techniques using business and analytical perspectives to get a
balanced view of the to-be system. We have divided the requirements desired by the users into functional and
nonfunctional categories and have listed them at the end of this section in a numbered format. Functional
requirements are those that relate directly to a process that must be performed or information that must be
contained within the system. Nonfunctional requirements are those that relate to features that the system must
contain in the following categories: operations, performance, security, and cultural and political. The purpose of
nonfunctional requirements is to define the scope of Friendly City Dogworkss system.

4.1 Functional Requirements

Results from requirements gathering and analysis determined that Friendly City Dogworks requires several new
features for the impending system. Automation of records, scheduling, reporting, and inventory ordering will
provide timesaving and cost-saving benefits. Customers can add, edit, or delete appointments over the phone or
on the website. This will allow the receptionist to manage schedules more efficiently. Secondly, a centralized
database will store dog records, client records, and employee records. This will create data integrity and
increase accuracy for important information. These records can be updated, added, or deleted by the receptionist
or a manager with permission. Any employee with access can view the records and pertinent dog information,
which can be forwarded to veterinarians in times of need.

Increased security will also aid the prevention of potential theft and protect against possible lawsuits. Last,
management reports will be based off of data collected from the system and projected in a readable format that
will allow employees to gain insight into Friendly City Dogworkss functionality. A Service Report will be sent
out to the receptionist and manager each morning, containing a full list of services for that day. The service
reports will be created for grooming, boarding and pickup/delivery/home care services, then will be sent to the
corresponding Dog Service Employee. Below are listed all the functional requirements we have identified.

1. Manage Appointments
1.1.1. Customers can add appointments
1.1.2. Customers can edit appointments
1.1.3. Customers can delete appointments
1.1.4. Katie Drew can add over-the-phone or in-store appointments
1.1.5. Katie Drew can edit over-the-phone or in-store appointments
1.1.6. Katie Drew can delete over-the-phone or in-store appointments
1.1.7. Dog Service Employees can update appointment status through tablets and smartphones
1.1.8. System can produce a monthly master schedule overview
2. Purchase Available Services



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2.1.1. Customers can browse or search available services online
2.1.2. Customers can add services
2.1.3. Customers can check out by creating an account using personal information (name, dog name,
address, email, credit card, phone number) or sign in with existing account and password
2.1.4. The system will verify customers credit through an outside credit bureau and then notify
customer of acceptance or rejection
2.1.5. The system will provide 24/7 online help support
3. Track Inventory
3.1.1. System will track inventory levels using bar-codes
3.1.2. System will notify receptionist when reorder threshold has been reached for each item after 5
AM inventory check
3.1.3. System will produce product listings
3.1.4. System will send added products to website catalog
4. Provide Management Reports
4.1.1. System will produce a variety of management reports
4.1.2. System will track purchase records
4.1.3. System will calculate trends using data-mining and analytics
5. Perform Monetary Transactions
5.1.1. System will have basic four-function calculation capability in order to accurately perform sales
and returns
5.1.2. In-store system will process cash, credit card, or check purchases and returns
6. Store Dog and Owner Records
6.1.1. System will store owner records
6.1.2. System will store dog enrollment forms
6.1.3. System will store dog service forms
6.1.4. System will forward dog and owner records to pertinent veterinary offices
6.1.5. System will allow for updates of records and forms by Katie Drew
7. Provide Service Reports
7.1.1. System will compile a daily list of all services from master calendar into service reports
7.1.2. System will send service reports to receptionist and manager each morning at 4 AM

4.2 Nonfunctional Requirements
As mentioned above, nonfunctional requirements refer to the behavioral properties that the system must have.
While they do not describe business processes, they greatly affect decisions that will be made when designing
the system. The nonfunctional requirements include operations, performance, security, and cultural and political
specifications for the system.

A cloud-based system will greatly benefit Friendly City Dogworks for hosting the system itself and the
database. As a small company, hosting on the cloud will reduce maintenance and operational costs, yet
improving availability and performance. The system will be hosted on Amazon Cloud Drive, which has a SLA
of 99.9% website uptime. Also, Friendly City Dogworks will now allow their customers to enroll and request
services via mobile applications. Allowing customers to enroll their dog and request services gives Friendly
City Dogworks a huge competitive advantage. In addition, employees can view reports on their smartphones
and tablets as well.

After reviewing several different options, we concluded that the best option for the system would be Sage 100
ERP/Sage CRM, which is an off-the-shelf, packaged software. After gathering the system requirements, we
determined that the software would meet all the desired requirements as well as leaving the opportunity for
further growth. Also, the software will be compatible with the existing Peachtree software seeing as how



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Peachtree is not a Sage product. Sage allows for a combination of a broad range of modules to build a system
optimized for your business, and the resulting integrated system will be more powerful than the individual
components. Some key features include easy access to business-critical information, access to-the-minute key
performance indicators, dashboard personalization, manage inventory, process credit cards, includes no
restrictions on database size, or performance, and provides unlimited upgrades, software patches, and fixes.
Having implemented Sage 100 ERP/Sage CRM in the past, we are confident in recommending this product in
order to create a system that adheres to your business needs.

In addition to the requirements mentioned above, we also identified several others regarding operations,
performance, security, and cultural and political requirements. Listed below is a list of all of the nonfunctional
requirements:

1. Operational Requirements
1.1. Central Database cloud hosted on Amazon Cloud Drive
1.2. Website hosted by Amazon Cloud Drive
1.3. The system will use Sage 100 ERP/Sage CRM
1.4. The system will integrate with existing accounting system, Peachtree
1.5. The system will operate on any web browser
1.6. Mobile application available on iOS and Android operating systems
1.7. The system will automatically backup at the end of each day to Amazon Cloud Drive
1.8. The database will operate in Microsoft SQL Server 2012
1.9. The database will be normalized to at least third normal form to ensure data consistency and integrity
2. Performance Requirements
2.1. The system should be available for use 24 hours per day, 365 days per week
2.2. Website uptime 99.99% SLA
2.3. Interactions with the system and the user must be under 3 seconds
3. Security Requirements
3.1. System will be protected against SQL injection
3.2. Login portal with different levels of access
3.3. System shall comply with The Payment Card Industry Data Security Standards (PCI DSS)
4. Cultural and Political Requirements
4.1. System will be available in English and Spanish for the future expansion
4.2. Comply with all relevant regulations
4.3. Legal requirements and business rules will be built into the system


















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5.0 ACTIVITY DIAGRAM
Gazelle Consulting conducted interviews and observed all staff members to fully understand how Friendly City
Dogworks currently operates. We have formally documented this information in the Activity Diagram below in
Figure 5.1. An activity diagram is a graphical representation of events taking place within a business process. It
displays the sequence of events, representing the order of the performed activities. The purpose of this activity
diagram is to allow our consultants to identify any improvements to the current processes and identify any
operational inefficiencies that may be present. Figure 5.2 shows the activity diagrams corresponding key.
As shown in Figure 5.1, the activity diagram depicts the current process which starts with a customer making a
reservation request via telephone with the receptionist. The receptionist then verifies that the dog is already
enrolled. If the dog is not currently enrolled the receptionist manually completes the dog enrollment form. Once
the dog is enrolled, the customer provides information on which services he/she wants, including the date and
time. The receptionist inputs this information into the service request form, then checks to see if the date and
time are available. If the date and time are not available, the receptionist informs the customer who can then
select an available time. Once a time is agreed upon, the receptionist enters customer payment information into
the Peachtree accounting system.
While the current process is effective, Gazelle Consulting is confident that there is great opportunity to add
further functionality that could prove profit for Friendly City Dogworks. Our plan is to automate the current
system and provide enhancements, which will lead to reduced salary expenses and the opportunity for adding
new customers.



















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Figure 5.1: Activity Diagram















Figure 5.2: Activity Diagram Key
Term Definition Symbol
Initial Node Starting point of the process

Control Flow Shows the sequence of execution

Action Node Describes the action being performed

Decision Node Represents a test condition to ensure that the control flow only goes down
one path

Join Node When two parallel flows rejoin

Final Node End a fully completed process or terminates process







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6.0 USE CASE DIAGRAM
The use case diagram employs a variety of symbols and descriptive words to show how users will interact with
the system based on activities that he or she wishes to perform. Its purpose is to display the high-level way a
business system cooperates with its users and with the domain into which it is placed. A detailed description of
each symbol used in the use case diagram is provided below.
The use case diagram created for Friendly City Dogworks shows how current business actors will interact with
the new to-be system. These actors include customers, management, dog service employees, and the
receptionist. The Credit Card Bureaus system is also a major player involved with the new system. When using
the new system, customers can electronically enroll their dog, which, in turn, allows them to request services
provided by Friendly City Dogworks and manage the appointments that they have created for their dogs.
Friendly City Dogworks also wishes to offer online payment as an option for their customers; with this option
comes the need for the Credit Card Bureaus system, in order to validate payment made by customers.
Receptionists and Managers both have the option to manage inventory, which will allow these parties to keep
watch over inventory and more precisely determine when more inventory needs to be ordered. They are also
aided by a system-initiated inventory check each day. The to-be system also allows Dog Service Employees to
update the status of appointments, increasing the lines of communication between these employees and
management and providing a good idea of how long each activity involved takes.
The use case diagram shows a variety of ways that the to-be system will improve the business processes at
Friendly City Dogworks. We concluded that the new system will provide customers a vast amount of new
features that will allow for simplified access to creating, editing, and deleting appointments, as well as the
ability to pay online. The ease with which these actions can be done will prove inviting to customers and will
create peace-of-mind the day of the appointment. The new system will also provide the receptionist and
management greater control over appointment and inventory management. It will also allow for a greater level
of accountability and cost control by providing an opportunity for Dog Service Employees to update the status
of activities. These are all positive changes that Friendly City Dogworks can expect from the to-be system.
Below in Figure 6.1 is the use case diagram. In Figure 6.2, you will find the corresponding key.















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Figure 6.1: Use Case Diagram










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Figure 6.2: Use Case Key
Term Definition Symbol
Actor A person or system that derives benefit from and is external to the subject
Depicted as either a stick figure or, if a non-human actor is involved, as a rectangle
<<actor>>
Labeled with its role

Use Case Represents a major piece of system functionality
Can extend or include another use case

Subject Boundary Includes the name of the subject inside or on top
Represents the scope of the subject, e.g., a system or an individual business
process

Association
Relationship
Links an actor with the use case(s) with which it interacts
* *
Include
Relationship
Represents the inclusion of the functionality of one use case within another
Has an arrow drawn from the base use case to the used use case
<<Includes>>

Extend
Relationship
Represents the extension of the use case to include optional behavior
Has an arrow drawn from the extension use case to the base use case
<<Extends>>































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7.0 USE CASE DESCRIPTIONS
The purpose of use case descriptions is to provide a framework for the flow of events of a specific use case
within the system. These in turn will help provide the basis for further diagrams. The descriptions contain
overview information, relationships, and flows of events. Overview information identifies the use case and
provides basic background information about the use case. Relationships explain how the use case is related to
other use cases and users. Finally, flows of events are the individual steps within the business process. Normal
flows includes steps that are normally executed, subflows are the decomposition of normal flows, and
alternative or exceptional flows are ones that do happen but are not considered to be the norm. These use case
descriptions can be found in Appendix B starting on page 26 of this proposal.
The task of creating the use case descriptions was an iterative process that allowed our team to better understand
how to create a system that would that would improve the Friendly City Dogworks organization. Several
different inputs were used to create the use case descriptions such as the as-is activity diagram, requirements we
gathered, the use case diagram, and feedback we received from key stakeholders. Our iterative working style
was especially evident when creating the use case descriptions. While creating the descriptions, our team
identified further improvement for the to-be system, which resulted in the revision of the use case diagram. The
final product includes critical design detail the will support a more efficient system.

These use case descriptions provided valuable information that were used to help employees and end-users
understand the system. They also create a point of reference for the designers and implementers of the to-be
system. We were accurately able to document the importance level of use cases and the stakeholders and actors
involved for each. Our team was effective in documenting the important details for Friendly City Dogworkss
to-be system. We were able to work closely with the users to completely understand the functional requirements
and agreed upon a high-level overview to create these low-level details.



























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8.0 CLASS DIAGRAM
Gazelle Consulting created the class diagram to help visualize Friendly City Dogworkss to-be system. The
purpose of the class diagram is to create a structural illustration of the classes in the system and the relationships
between the entities. It also provides valuable information that allows the developers to have a better
understanding of the relationships and processes that the new system should have. Each class has a name,
attributes, and methods. These classes interact with other classes and this relationship is displayed through
connecting lines, cardinalities, and generalization relationships. Figure 8.1 has been provided to give a clearer
description of the different components of a class diagram. Figure 8.2 is the Class Diagram that describes the
structure of Friendly City Dogworkss system. Gazelle Consultings analyst reviewed use-case descriptions, use
case diagrams, reports from the as-is system, and standardized patterns to develop this diagram.
After finalizing the requirements and the use case diagram we were able to begin drawing out the class diagram
as related to the system. The entity classes for the to-be system consist of: Customer, Dog, Appointment,
Employee, Product, and five different services provided by Friendly City Dogworks. These classes are entities
that interact with each other within the system. Certain constraints are also involved in the class diagram that
are distinguished by the multiplicity such as 1..* from the Employee class to the Service class. This indicates
that one employee is can be responsible for 1 or many services that must be performed. These types of
constraints are critical to the development of the database and must be well documented database construction
can begin.

A well-constructed class diagram is important to the design and implementation of the system. Through the
class diagram in Figure 8.2 below, we hope to create a better understanding of the relationships between classes
and the system not just for our development team, but also for those involved in the creation of the system at
Friendly City Dogworks.

Figure 8.1: Class Diagram Key























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Figure 8.2: Class Diagram











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9.0 SEQUENCE DIAGRAMS
The sequence diagrams take the business processes from our use case descriptions and the data displayed in our
class diagram to depict the behaviors inherent to Friendly City Dogworkss to-be system. These sequence
diagrams capture the flow of operations within the business and display it in an initial design. The purpose of
creating these diagrams is to communicate with our developers on the sequence of events that occur in each use
case, as we predict them to occur in the real life operations of the system. These sequence diagrams specifically
address in this deliverable are from the use cases Update Appointment Status, Check Inventory Levels, and
Request Reports to illustrate to Friendly City Dogworks the value of such diagrams. The sequence diagram and
is located in Appendix C on page 35 along with the corresponding key.
To develop the sequence diagrams, inputs from the use cases, use case descriptions, class diagrams, and our
requirements list were used to determine the most efficient flow of processes. The creation of these sequence
diagrams will enable our developers to precisely and efficiently design key functions of the online web store.
The finalization of the sequence diagram initiates the completion of the analysis phase in preparation for the
beginning of the design and implementation. Gazelle Consulting is confident that with these sequence diagrams,
use case descriptions, and the use case diagram, Friendly City Dogworkss new system will be designed and
implemented with ease while keeping in mind the needs of its end users.
































Gazelle LLC/ System Proposal for Friendly City Dogworks Computerized Dog Care and Web Based System 23
10.0 RECOMMENDATION
Gazelle Consulting recommends that Friendly City Dogworks proceed with the design and implementation of
the new system using Sage 100 ERP/Sage CRM packages software. Our solution is proportionate to the needs of
a small to mid-sized operation consisting of 60 names users. In comparison to competitors, Sage holds a larger
market share of small business markets estimated at 21% making Sage a top contender for small businesses
solutions. The to-be system will improve the business in many ways. The automation will greatly improve
efficiency and reduce salary expense. Addition of new customers and added revenue will occur due to the new
web presence. It will also provide data integrity and minimize errors when employees and customers are
making appointments. The new web-based system will expand marketing online and provide easier access for
customers to enroll dogs and request services. Furthermore, management of the business as a whole will
improve due to more efficient means of documentation, such as daily inventory counts and monthly sales
trends. Communication will be strengthened internally and make the business atmosphere less stressful.
Customer service reviews will ultimately be improved due to the effective and efficient scheduling system. The
checks we have in place help ensure that all employees are on a level communication plan, especially in the
scenario of update appointment status.
After much analysis, our team was able to provide the underlying structure that will be used for design. Our
skilled consultants have uncovered a vast amount of Friendly City Dogworkss inefficiencies and turned them
into channels of improvement. We plan to employ the latest technology, Sage 100 ERP/Sage CRM and
smartphone apps, which will allow the business to excel beyond the competition and grow exponentially. The
system that Gazelle Consulting created will address all criteria and not only meet the deadline, but also the
predetermined budget. In this system proposal, we provide a use case diagram, use case descriptions, class
diagram, activity diagram, and sequence diagrams to further back up our research. We hope the analysis in this
document epitomize the high level of quality and validity that we have devoted to your business.
As mentioned in the project plan, Gazelle Consulting believes an agile methodology is the best approach to
conduct our design and implementation phase because it allows iterative and incremental development. The
system we have proposed will not only be user-friendly and easy to learn, but will also require little downtime
for installation.
We thank you for seeking Gazelle Consultings expertise and hope you find our work to be excellent. Our team
is confident that we will provide results that benefit you and your business.












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APPENDIX A: TASK LIST AND GANTT CHART
Task List










Gazelle LLC/ System Proposal for Friendly City Dogworks Computerized Dog Care and Web Based System 25
Gantt Chart













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APPENDIX B: USE CASE DESCRIPTIONS

Use Case Name: Enroll ID: 1 Importance Level: High
Primary Actor: Customer Use Case Type: Detail, Essential
Stakeholders and Interests: Customer, Receptionist
Brief Description: The purpose is to show how a customer completes the necessary online Dog Enrollment
Form to enroll their dog.
Trigger: Customer wants to enroll their dog
Type: External / Temporal
Relationships
Association: Customer
Include:
Extend: Request Service(s)
Generalization:
Precondition: Customer creates an account and/or has logged in
Normal Flow of Events:
1. Customer requests Dog Enrollment Form
2. System provides Customer Dog Enrollment Form
3. Customer fills out Dog Enrollment Form
4. System compares information against database information
5. Systems saves changes to internal memory
6. System notifies Customer that dog has been enrolled
7. System notifies Receptionist that dog has been enrolled
8. Customer repeats steps 1-7 until complete
Subflows:
Alternate/Exceptional Flows:
3. If criteria are invalid or missing, system displays error message
4. If data entered is found existing in database, system will display error message














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Use Case Name: Request Appointment ID: 2 Importance Level: High
Primary Actor: Customer Use Case Type: Detail, Essential
Stakeholders and Interests: Customer
Brief Description: The purpose is to show how a Customer requests services for their dog by completing the
necessary online Dog Service Form.
Trigger: Customer wants to schedule services for their dog
Type: External / Temporal
Relationships
Association: Customer
Include:
Extend: Manage Appointments, Check Out
Generalization:
Precondition: Customer is logged into the system
Normal Flow of Events:
1. Customer requests Service Form
2. System provides Customer Service Form
3. Customer fills out Service Form
4. System processes Customer entries by inserting into Master Calendar
5. System notifies customer that service has been scheduled
6. Customer repeats steps 1-5 until done
Subflows:
Alternate/Exceptional Flows:
3. If criteria are invalid or missing, system displays error message
4. If requested appointment time is unavailable, system displays message














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Use Case Name: Check Out ID: 3 Importance Level: High
Primary Actor: Customer Use Case Type: Detail, Essential
Stakeholders and Interests: Customer, Credit Bureau
Brief Description: The purpose is to show how a Customer pays for the services requested and how the credit
card is accepted by the Credit Card Bureau.
Trigger: Customer wants to pay for their requested services
Type: External / Temporal
Relationships
Association: Customer
Include:
Extend:
Generalization:
Precondition: Customer is logged into the system.
Normal Flow of Events:
1. System requests Customer purchase information
2. Customer fills out purchase information
3. System sends credit card information to Credit Card Bureau
4. Credit Card Bureau sends acceptance of credit card
5. System notifies Customer of successful services purchased
Subflows:
Alternate/Exceptional Flows:
2. If criteria are invalid or missing, system displays error message
4. If credit card is not accepted, system requests another credit card





















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Use Case Name: Manage Appointments ID: 4 Importance Level: High
Primary Actor: Customer, Receptionist Use Case Type: Detail, Essential
Stakeholders and Interests: Customers, Receptionist, Dog Service Employee, Peggy Bundy
Brief Description: The purpose is to show how a Customer or Receptionist can edit or delete an appointment.
Trigger: A customer or receptionist requests to make changes to an appointment
Type: External / Temporal
Relationships
Association: Customer, Receptionist
Include:
Extend:
Generalization:
Precondition: User is logged into the system
Normal Flow of Events:
1. If customer/receptionist requests to make changes to the appointment and services requested, the
subflow S-1:Editing an Appointment is performed
2. If customer/receptionist requests to delete the appointment, the subflow S-2:Cancelling an Appointment
is performed
Subflows:
S-1: Editing an Appointment
1.1 Customer/receptionist makes changes to the service request form
1.2 System updates the Master Calendar
1-3. System notifies the customer and the receptionist
S-2: Cancelling an Appointment
2.1 Customer/receptionist requests to cancel the appointment
2.2 System updates the Master Calendar
2.3 System notifies customer and receptionist
Alternate/Exceptional Flows:
S-1.1 If criteria are invalid or missing, system displays error message
S-2.1 If criteria are invalid or missing, system displays error message














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Use Case Name: Update Appointment Status ID: 5 Importance Level: High
Primary Actor: Dog Service Employee Use Case Type: Detail, Essential
Stakeholders and Interests: Customer, Receptionist, Dog Service Employee, Peggy Bundy
Brief Description: The purpose is to show how a Dog Service Employee updates the status of a service
appointment.
Trigger: A Dog Service Employee receives the service request form from the receptionist
Type: External / Temporal
Relationships
Association: Dog Service Employee
Include:
Extend:
Generalization:
Precondition: Dog Service Employee is logged into the system
Normal Flow of Events:
1. Dog Service Employee searches for service request form using ServiceID
2. System displays service request form
3. Dog Service Employee requests to update status
4. System saves changes to internal memory
5. System displays changes to the Dog Service Employee
Subflows:
Alternate/Exceptional Flows:
1. If criteria are invalid or missing, system displays error message
3. If criteria are invalid or missing, system displays error message




















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Use Case Name: Check Inventory Levels ID: 6 Importance Level: High
Primary Actor: N/A Use Case Type: Detail, Essential
Stakeholders and Interests: System, Manager, Receptionist
Brief Description: The purpose is to describe how the system checks the levels of inventory available for use.
Trigger: System checks inventory levels at 5 AM each workday
Type: External / Temporal
Relationships
Association:
Include:
Extend:
Generalization:
Normal Flow of Events:
1. System runs inventory check
2. If items are below threshold, system highlights those items
3. System sends inventory report to receptionist
Subflows:
Alternate/Exceptional Flows:
2. If no items are below the threshold, system still sends report



























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Use Case Name: Manage Inventory ID: 7 Importance Level: High
Primary Actor: Receptionist Use Case Type: Detail, Essential
Stakeholders and Interests: Receptionist and Manager
Brief Description: The purpose is to describe how the receptionist is able to view, add, or delete inventory.
Trigger: Receptionist requests to view, add, or delete inventory
Type: External / Temporal
Relationships
Association:
Include:
Extend:
Generalization:
Precondition: Receptionist is logged into the system
Normal Flow of Events:
1. Receptionist requests to view inventory
2. System displays inventory
3. If receptionist requests to delete inventory, the subflow S-1: Delete is performed
4. If receptionist requests to add inventory, the subflow S-2: Add is performed
5. Receptionist repeats steps 1-4 until done
6. Systems saves changes to internal memory
7. System displays changes to receptionist
Subflows:
S-1: Delete
1.1 Receptionist enters in all fields to delete item
1.2 System deletes item from inventory list
1.3 System displays updated inventory
S-2: Add
2.1 Receptionist enters in all fields to add item
2.2 System adds item to inventory list
2.3 System displays added inventory
Alternate/Exceptional Flows:
S-1.2 If criteria are invalid or missing, system displays error message
S-2.2 If criteria are invalid or missing, system displays error message












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Use Case Name: Create Reports ID: 8 Importance Level: Medium
Primary Actor: Manager Use Case Type: Detail, Essential
Stakeholders and Interests: Manager
Brief Description: The purpose is to illustrate how a manager is able to create reports.
Trigger: Manager requests to create a report
Type: External / Internal
Relationships
Association:
Include:
Extend:
Generalization:
Precondition: Manager is logged into the system
Normal Flow of Events:
1. Manager requests report
2. System sends report form
3. Manager enters report information
4. System finds information that matches desired criteria
5. System displays report to Manager
6. Manager repeats steps 1-5 until complete
Subflows:
Alternate/Exceptional Flows:
2. If criteria are invalid or missing, system displays error message




















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Use Case Name: Create Service Reports ID: 9 Importance Level: High
Primary Actor: N/A Use Case Type: Detail, Essential
Stakeholders and Interests: Dog Service Employee, Receptionist
Brief Description: The purpose is to show how the system creates and sends a service report to the Dog Service
Employee and Receptionist.
Trigger: System sends service reports to Dog Service Employee and Receptionist at 4 AM
Type: External / Temporal
Relationships
Association:
Include:
Extend:
Generalization:
Normal Flow of Events:
1. System runs appointment check of master calendar
2. System creates service reports
3. System sends service reports to Manager and Receptionist
Subflows:

Alternate/Exceptional Flows:
1. If no appointments on master calendar, system still sends service report.














Gazelle LLC/ System Proposal for Friendly City Dogworks Computerized Dog Care and Web Based System 35
APPENDIX C: SEQUENCE DIAGRAMS

Sequence Diagram Key
Term Definition Symbol
Actor Sends or receives messages, derives benefits
from, and is external to the system

Entity Class Holds most data for the application
Shown where it is created during the use
case

Control Class Captures the main application logic within
the system

Boundary Class Used by actors to interact with the system
Lifeline Denotes the life of an object during a
sequence

Execution
Occurrence
Placed atop a lifeline
Denotes when an object is sending or
receiving a message.

Message Conveys information from one object to
another
Message being sent is a solid line, and the
message returned is a dotted line

Guard Condition A test that must be met for the message to
be sent

[aGuardCondition] Message()

Object
Destruction
Placed at the end of an objects lifeline to
show it is going out of existence
X







aReturnValue(
)
aMessage()



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Gazelle LLC/ System Proposal for Friendly City Dogworks Computerized Dog Care and Web Based System 38















Gazelle LLC/ System Proposal for Friendly City Dogworks Computerized Dog Care and Web Based System 39
AUTHORIZED PERSONNEL TO CONDUCT NEGOTIATIONS AND STATEMENT OF VALIDITY
Authorized Personnel to conduct negotiations include:
Stephanie Hall: (703) 966-0776
Andrew House: (703) 678-8420
Ali Ismael: (703)-568-9829
Emily Masterson: (703) 678-8420
Katie Poe: (703)-568-9829

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