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Assignment 8a: IMPROVING DECISION MAKING: USING DATABASE SOFTWARE

TO MANAGE

CUSTOMER SERVICE REQUESTS
Software skills: Database design; querying and reporting
Business skills: Customer service analysis

In this exercise, you’ll use database software to develop an application that tracks customer
service requests and analyzes customer data to identify customers meriting priority
treatment.

Prime Service is a large service company that provides maintenance and repair services for
close to 1,200 commercial businesses in New York, New Jersey, and Connecticut. Its
customers include businesses of all sizes. Customers with service needs call into its
customer service department with requests for repairing heating ducts, broken windows,
leaky roofs, broken water pipes, and other problems. The company assigns each request a
number and writes down the service request number, identification number of the
customer account, the date of the request, the type of equipment requiring repair, and a
brief description of the problem. The service requests are handled on a first‐come‐first‐
served basis. After the service work has been completed, Prime calculates the cost of the
work, enters the price on the service request form, and bills the client. This arrangement
treats the most important and profitable clients—those with accounts of more than
$70,000—no differently from its clients with small accounts. Management would like to
find a way to provide its best customers with better service. Management would also like
to know which types of service problems occur most frequently so that it can make sure it
has adequate resources to address them.

Prime Service has a small database with client account information, which can be found in
Blackboard.

1. Open the database from Blackboard and save it in the usual format to your flash
drive.
2. The database needs a second table to enable Prime’s customer service
representatives to identify the most important customers so that they could receive
priority service. Create a Requests table that includes the following fields:
 Request_Num (Auto Number)
 Account_ID (Number)
 Request_Date (Date/Time)
 Equipment_Type (Text)
 Problem (Text)
 Price (Currency)
3. Import the REQUEST workbook to populate the Requests table in Access. It’s
available in Blackboard.
4. Join the tables (create relationships) based on the Account_ID field.
5. Create a query that returns a list of the highest—and lowest— priority accounts.
The query should display all fields from tblAccount table. Save it as qryAccounts.
6. Create a query that displays the most frequently occurring Equipment Type
requests. It should display both the Equipment Type and count of Equipment Type.
In order to do that you will have to use Equipment Type field twice. Save it as
qryEquipmentFrequency.
7. Create a query that lists the service calls that customer service representatives
should respond to first on a specific date. The query should display the following
fields:
a. Acct_ID
b. Name
c. Dollar_Size
d. Request_Num
e. Req_Date
f. Equip_Type
g. Contact_First
h. Contact_Last
i. Problem
Sort the results in ascending order by Name, Dollar_size, Req_Date and Equip_Type.
Save the query as qryReporting.
8. Create a report for each query. Use the same name as the query for each report.
9. Create a form that allows customer service representatives to enter new accounts in
the database. Name the form Accounts.
10. Create a form that allows customer service representatives to enter a service
request into the database. Name the form Requests.
11. Submit the database in Blackboard for evaluation.