TITLE OF THE PROJECT CRM PROJECT (612) SUBMITTED TO GAUTAM BUDDH TECHNICAL UNIVERSITY, LUCKNOW (U.P.

) FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF MASTER IN COMPUTER APPLICATION SESSION 2009-2012

Under the Guidance of: MS. NEETU Sr. Lecturer, IT Department IMS NOIDA

Submitted by: KM. RENUKA ROLL NO0909814026 2009-2012(MCA VI SEM) IMS NOIDA

INSTITUTE OF MANAGEMENT STUDIES A-8B, Sec-62, Institutional Area, Noida, UP-201303

APPROVAL OF THE MCA PROJECT (612) PROPOSAL

1. Roll No. 2. Name of the student 3. E-mail: 4. Mob. No. 5. Title of the Project (612) 6. Name of the Mentor 0909814026 KM. RENUKA renuka24311@gmail.com 9711513416 CRM Ms. Neetu Singh

For Office Use Only: Signature of the Mentor Approved Not Approved Date: -------------------------

Suggestions (if any):1 2 3 4 5 6 7 8

INDEX

S.NO

CONTENT

PAGE NO.

REMARKS

Acknowledgement

Introduction

Objective of the project

System analysis And Feasibility Analysis

High Level DFD and Data Dictionary ,

DFD Symbols Description DFD diagram

ER diagram

Hardware And Software Requirements

10

Modules

ACKNOWLEDGEMENT
I am very grateful to my Project (612) Mentor Dr./Mr./Ms Neetu Singh for giving his/her valuable time and constructive guidance in preparing the Synopsis/Project (612). It would not have been possible to complete this Project (612) in short period of time without his/her kind encouragement and valuable guidance.

Date:

Signature Name of the Student KM. RENUKA

CERTIFICATE OF ORIGINALITY
I hereby declare that my Project (612) titled CRM submitted to GAUTAM BUDDH TECHNICAL UNIVERSITY; NOIDA (U.P.) for the partial fulfillment of the degree of Master In Computer Application Session 2009-2012 from Institute of Management Studies, Noida has not previously formed the basis for the award of any other degree, diploma or other title.

Place: Date: Signature Name of the Student KM. RENUKA

INTRODUCTION
Customer Relationship Management (CRM) system allows your Manufacturing and Distribution Company to also deliver world-class customer service efficiently, accurately, and consistently. CRMS allows you to manage all aspects of customer service, including: Receiving and responding to calls Scheduling equipment repair Generating service contracts Tracking customer purchases and service Customer service is critical to the long-term survival and success of every company for the following reasons: The level of service that your customers receive before, during, and after the original sale has a significant impact on your customers next purchase. This concept applies to your product offerings as well as service offerings, and ultimately determines your position in the market. The efficiency and effectiveness of your service operations directly impact your organizations bottom line. Efficient service processes increase overall profit by minimizing product support costs and creating customer confidence that often results in ongoing service contracts.

Here Complained are registered and forwarded to maintenance department for action. The maintenance department fills his feedback.

Presently they are doing their whole works on paper. It is a hectic task and it takes a lot of time and manpower. So they decided to do automation of their firm.

OBJECTIVE
Why AUTOMATION OF CRM?

For Management to know what is happening in the company. One solution for better Management. For cycle time reduction. To achieve cost control & low working capital. To marry latest technologies. To shun the geographical gaps. To satisfy the customers with high expectations. To be Competitive & for survival.

SYSTEM EXPECTATION

Integrating all the functions. Integrating the systems running in all the locations. Transparency of information using a single. Data source across the organization. Software must be responsive: Modular

Flexible Easy to add functionalities Provide growth path

SYSTEM ANALYSIS

System analysis is conducted with the following objectives in mind: Identify the customers need. Evaluate the system concept for feasibility. Perform economic and technical analysis. Allocate functions to hardware, software, people, database and other system elements Establish cost and schedule constraints Create a system definition that forms the foundation for all subsequent engineering

Identification of need

The analyst meets the customer and the end user(if different from the customer). The customer may be a representative of the company for which the software is being developed, or the marketing department of the developing company etc. Here the intent is to understand the product objectives and to define the goals to fulfill the requirements.

Preliminary investgation

The purpose of the preliminary investigation is to evaluate project requests. It is not a design study nor does it include the collection of details to describe the business system in all respects.

Analysts working on the preliminary investigations should accomplish the Following objectives: Clarify and understand the project request. Determine the size of the project. Assess costs and benefits of alternative approaches. Determine the technical and operational feasibility of alternative approaches. Report the findings to management, with recommendations outlining the acceptance or rejection of the proposal.

FEASIBILITY STUDY

The concept of feasibility is to determine whether or not a project is worth doing. The process followed in making this determination is called feasibility study. Once it has been determined that a project is feasible, the system analyst can go ahead and prepare the project specification which finalizes project requirements.

Types of feasibility

Technical Feasibility Operational Feasibility Economic Feasibility Social Feasibility Management Feasibility Legal Feasibility Time Feasibility

Here we describe only few of these in detail: -

Technical feasibility

This is concerned with specifying equipment and software that will Successfully satisfy the user requirement. Technical needs of the system include: Facility to produce outputs in a given time Response time under certain conditions Ability to process a certain volume of transaction at a particular period Facility to communicate data to distant location

In examining technical feasibility, configuration of the system is given more importance than the actual make of hardware. Configuration should give the complete picture about the systems requirements: how many workstations are required, how these units are interconnected so that they could operate and communicate smoothly. What speeds of input and output should be achieved at particular quality of printing. The computers are easily available in almost all the places, even in villages. The hardware needed to carry out this project includes workstations with 64 MB of RAM and 2 GB HDD. The software needed to carry out this project includes Visual Basic 6.0 as front end and Access as backend. So the technology required to carry out the project is easily available and affordable, hence this project is technically feasible. Due to all these reasons implementation of such system becomes not only feasible but reputed to the organization.

Operational feasibility

This is mainly related to human organization and political aspects. The points to be considered are: What changes will be brought with the system? What organizational structures are disturbed? What new skills will be required? Do the existing staff members have these skills? If not, can they be trained in due course of time? This feasibility study is carried out by a small group of people who are familiar with information system techniques, who understand the parts of business that are relevant to the project and are skilled in system analysis and design process.

These projects are not developed just for fun. They are developed on demand of the organization for which the system is being developed. Therefore the chances of resistance from the college staff are almost nil. Any disturbance to the organization if occurs will be advantageous to the organization. Also the time required to carry out a transaction will be reduced to a large extent, which will make the student happy and cheerful. The operators now will be able to service more students than before in the same time period. There is no need to recruit new staff to operate the system. The existing staff of the college can be trained to interact with the system which is GUI based software and is easy to use. Hence the project is operationally feasible.

Economic feasibility

Economic analysis is the most frequently used technique for evaluating the effectiveness of a proposed system. More commonly known as cost-benefit analysis; the procedure is to determine the benefits and savings that are expected from a proposed system and compare them with costs. If benefits outweigh costs, a decision is taken to design and implement the system.

DATAFLOW DIAGRAM

The following aspects of his system can be modeled using a data flow diagram (dfd). What function must be system performing? What is the interaction between these functions? What is the transformation carried out by these functions? What input are transformed? What output by function? From where does the system receive the inputs? Where does the system deliver its output?

It may be observed that D.F.D. emphasis the function of system along with the transformation performed by these functions? The flow chart notation control the flow with in a flow chart is represented using directed

line permit arbitrary jump in control flow. This results to unstructured flow chart, which are difficult to understand. Hence the statement in structure flow chart can be put together in the following three ways only. 1. Sequence 2. Selection 3. Iterative Procedural Process Specification or Not Process Specification: -

A process specification may either be procedure or no procedural. A procedural specification describe how the process transforms the DFD it does so by listen the sequence of stare Queried to the teams formation structure English or flow chat notation are procedural specification toll. A non-procedure process specification define was the process earn estimation being density the recess. A does not describe how the transformation is being done.

DFD HAVE FOUR TYPES OF COMPONENTS: Process Data File (Data Stores) Data Flows Terminator

1-PROCESS: Processes are also called by function and are show as circle or bubbles in the diagram function perform input into output.

2-DATA FLOWS: Data flows are show by curved direction is a data flow presents the data that flows from one components of the system to the other.

3-DATA STORES: Two parallel lines show data stores. A data stores represent a collection of data items of it types that the system needs to remember over a period of time.

4-TERMINATORS: Terminators are also called external entities and show as rectangle. Terminators represent and external entities from which the system either receives input data or output data external entities are outside the boundary of the system. They belong to the environment

DFD: Context Level DFD:

Customer
CM
Response (req. for service \ new Purchase)

IBM

Info interchanges Info interchange

SCM 1
Request response

Info interchanges

Info interchange

KBM Provider

SOM

First Level DFD:

Request for service / New purchase

Customer

Service provided

Provider
O.K. Accessing various details

Checks for validity

IBM

Req. For Info Info provided

SCM1.1

Contract detail

IBMDB

DFD of level 2
Process 1.1

Request

CUSTOMER

CM

forwarded for service Login for mgt

LOGIN

SCM
Check for validity Service provided

IBM

Req. for info needed Info provided

Give access to provide Service

HOME PAGE

CHECK FOR CONTRACT Entering in mgt page

PROVIDER

CDB

Abbreviations used in DFD:

SCM IBMDB CDB

Service contract mgt Installed Base mgt database Contractual database (That contain the information about Each contract)

KBM SOM CM IBM Req. CMDB

Knowledge base mgt Service order mgt Call mgt Installed Base mgt Request contains the following information in its database:

Customer Master Inventory Advance pricing Service billing Work orders

CDB

uses the following information in its database in addition to the information given by CMDB:

 Sales order Preventive maintenance

ER-DIAGRAM:

C_id

C_name

C_addrs

username

Id

userid

CUSTOMER

Generate complaints

CM

Service provided

Customer validity/ service contract

Assign _warre

PROVIDER

Maintenance service

SCM

Customer _ id

Product _ id

Warranty _type

Customer _ id Product _ id Agreement name

SOFTWARE AND HARDWARE SPECIFICATION

H/W SPECIFICATIONS:

Processor RAM Hard disk CD-Rom

: : : :

Pentium4 512 MB 80 GB 52 X CD Rom Drive

S/W SPECIFICATIONS:

Operating System Front End Back End

: : :

Windows XP/Vista/Window 7 ASP.NET, HTML SQL Server 2005

SCREEN SHOTS

IMPLEMENTATION & MAINTENANCE

In the Implementation Phase, the project reaches fruition. After the development phase of the SDLC is complete, the system is implemented. Any hardware that has been purchased will be delivered and installed. Software, which was designed in phase 3, and programmed in phase 4 of the SDLC, will be installed on any PCs that require it. Any person that will be using the program will also be trained during this phase of the SDLC.

The System development life cycle during the implementation phase, both the hardware and the software is tested. Although the programmer will find and fix many problems, almost invariably, the user will uncover problems that the developer has been unable to simulate. This leads on to the sixth and final stage.

SITE PREPARATION

For this we need web server, internet connection, web hosting(launching the webapplication on web server), domain name registration, SQL SERVER 8i .A crucial phase in SDLC is the successful implementation of the system; implementation simply means bringing the new system into operation.

Due to our well-written documentation and user training methods developed by the experts will aid the user staff so that they can use the system efficiently and effectively. Firstly install the

software and start using. As the software has been implemented for performing all the tasks related to Client Information System and as a result it will reduce the complexity at work after configuring database server.

1. SYSTEM IMPLMENTATION:

On this stage system analyst put the new software, which has been tested into use. Users personnel are trained any files of data needed by the new system are constructed. In short, the new software is installed and then used.

2. SYSTEM MAINTENANCE:

Once installed the software is often used for many years. However, both the user and organization change. Therefore the software has to be maintained i.e. modification and change will be made to the software, files or procedures to meet the users requirements.

TESTING PHASE

Program is individually tested using some test/dummy data. This activity produces tested programs.

To ensure that system serves it purpose it has to be thoroughly tested. Testing can be done at two levels. Some of the commonly used Strategies for Testing are as follows:-

Unit Testing

Module Testing

Subsystem Testing

System Testing

Acceptance Testing

The testing phase is vital to the system. System testing is done to check if all the parts of the system are working correctly and if all the goals are achieved. Although testing is of many types, we have used only three type of testing, which are as follows:-

1.Unit testing:-

Also known as modular testing in this we tested each of the modules of our system individually with simulated data.

2.System Testing:-

System testing is designed to uncover weaknesses that were not found in earlier tests. This includes forced system failure and validation of the total system as it will be implemented by its users in the operational environment. Generally, it begins with low volumes of transactions based on live data. The volume is increased until the maximum level for each transaction type is reached. The total system is also tested for recovery and fallback after various major failures to ensure that no data are lost during the emergency; all this is done with the old system still in operation. After the candidate system passes the test, the old system is discontinued.

In this we tested the whole system with voluminous simulated data and the system perform efficiently under the maximum possible load.

Acceptance Testing:-

The user and management accepted the system because it fulfilled the requirements of them and provides good visual interface so that the user can operate it without any inconvenience.

SYSTEM TESTING:

a. PREPRODUCTION TESING (IN PROCESS):-

Internal tests are performed on prepared components. This activity is carried out side along with production of components. This is a necessary activity as it avoids smaller problems getting converted into bigger one if they are deducted in early stages.

b. POST PRODUCTION TESING:-

This testing is done after the production is over. This is divided in to two categories.

1. ALPHA TESTING (ONSITE TESTING):

This testing is normally performed at the site where same people involved in the production carry out the production. The focus of this testing is to test the interrelationship of various components and synchronization among them. This testing also focuses on efficiency related issues.

2. BETA TESTING:

The system is given to the users and the users of the previous the version of the system. These user works on this system to give their feedback about the system. This testing mainly focuses upon on the acceptance level of the users and any operating difficulties experienced by the users.

MODULES:

1. Installed Base Management 2. Service Contract Management 3. Call Management 4. Service Order Management 5. Knowledge Management

1. Installed Base Management The Installed Base Management module allows you to enter and manage product registration and product master records. You can create and track current and historical information associated with each product or piece of equipment that you manufacture or sell. Key product information that you can track includes the following: Product registration. Recall management. Depreciation schedules. Preventive maintenance scheduling. Product Maintenance history. Product life analysis and costing

2. Service Contract Management

The Service Contract Management module allows you to record and manage service contract agreements. You can configure multiple types of contracts to fit your companys needs. A contract is a written agreement between a customer and a provider (contractor). This module also provides features to accommodate various pricing methods, including advanced pricing, and helps you manage contract renewals by setting up system constants automatically generating new contracts when contracts expire. Key features of this module include the following: Configurable service packages. Base and extended warranty information. Contract Renewals. Flexible billing. Integrated entitlement processing. Prepayment processing. Advanced pricing

3. Call Management

The Call Management module provides the features and functions to record contacts between customers and consultants. It is the central point of contact for all customer interaction. This module allows you to store and track customer issues.

An issue is a question or problem for which a customer wants a solution. You can track the ownership of the issue, the dates and times that an issue is received and completed, the root cause analysis, and the client data throughout the life of the issue. Key features of this module include the following: Call log and disposition history. Statistical reporting. Call queues. Entitlement checking. Service billing. Front end to Knowledge Management

4. Service Order Management

The Service Order Management module allows you to create a service order to process customer requests that cannot be resolved over the phone. You can create a service order to request that work be performed at the customer site or at a repair depot. Service orders provide the central database for all service and repair information and events associated with an equipment record, inventory item number, or product model. Key features of this module include the following: Planning for labor, parts, and product maintenance. Online service order approval process. Estimating service capability.

Entitlement checking. Service Billing

5. Knowledge Management

The Knowledge Management module allows you to review and associate symptoms, analysis, and resolutions with calls and service orders. Key features of this module include the following: Database of problems, research and testing, and solutions Reusable units of knowledge Knowledge management transactions, in which you can associate a symptom from a call or service order with multiple analyses and resolutions.

FUTURE SCOPE

FUTURE OF THE SYSTEM:

This software has been developed for the requirements of the administrator in the business organization company , which analyze and collect information from log file stored at server i.e. how may user access the particular page ?, how many times? Etc. We have made it flexible enough to meet future requirements.

This analyzer has been built highly configurable so as to incorporate any kind of enhancements at later stages. Optimization though is the age-old concept but is a principal motive to be achieved, for this each and every module is tested in isolation to check its workability and participation in the project.

At now this project provides the following functionality:

Recruitment process Hiring Firing Benefit of administration Payroll(Wages & Salary) 1. Generate Salary

2. Salary Distribution 3. Pree Payroll 4. Employee Salary 5. Pay Slip

In future this project can be enhanced to include the following: The access speed increasing. Graphical presentations of every informations. Increasing the download facility Increasing the searching facility Access through internet.

REFERENCES

BIBLIOGRAPHY

Introduction to Object-oriented Analysis and Design with UML and the Unified Process, by Stephen R. Schach, McGraw-Hill, 2004

VB .Net server page, By Orali.

Mastering Jsp, Wrox publication.

J2ee Complete reference, By TMH Publication.

SQL SERVER Developer 2000, Bpb Publication.

Sql/PlSql, Bbp Publication.

System Analysis & Design with Modern Methods, by Len Fertuck, Irwin-McGraw-Hill, 1995.

Business Process Reengineering, by Henry J. Johansson, Wiley, 1993.

Information System Design by Cyril H.P. Brookes (QA 76.9 S88 I53).

Business Systems Analysis and Design by William Davis, Wadsworth Publishing Company California 1994.

Systems Analysis and Design, by David Harris, 3rd edition, Thompson, Boston, 2003.