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Introduction

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1.1 An Overview

An organization/company will have a number of products and services they may

offer to their customers. Depending on the type of business or service offered the

customers may have several doubts/complaints/problems. The Enterprise Business

Service Engine helps to accomplish this task of solving and clarifying the customers

queries. This product facilitates the user to submit online complaints independent of the

system

The Enterprise Business Service Engine can be used by a business organization

to provide online support to its customers. This may include questions about their

services or even complaints the customers may have. Although a manual system can be

done, time plays an important role in customer satisfaction.

A customer always expects services to be offered as soon as possible and the

organization is responsible for making sure its customers stay satisfied. As most

organizations are going, or are already online, the Online Business Service Engine will

prove an added advantage to them in this internet world.

1.2 Objectives of the Project

The manual submission of complaints and customer servicing has been the most

tedious part of the business. The time delay for a response and accuracy of complaint

solving plays as vital role for customer servicing. This scenarios and objectives play the

mandatory development of application to serve the customer with customer service

satisfaction. This System will allow the business process to run efficiently and will be

used to assist or satisfy the customer by giving a brief solution for their

complaint within a minimum time. The Customer receives the solution within a day

online.

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The customers may arise with many problems which cannot be solved at the

same time with full support by the business. The main aim of the business is the

Customer satisfaction. This system helps the customers to give their problems online

whenever the customer needs, without any constraints implied on them. This system

helps the customers to briefly explain their complaint without any hesitation. Through

this system the customers are assisted with some predefined complaints and immediate

solutions which save the precious time of the customers. The customers receive the

solutions for their complaint within a day and the customer can also view the status of the

complaint at any time using the complaint no. Through this system the customers receive

a brief solution for their complaint.

1.3 Background Study

1.3.2 Existing System

Current System doesnt extend its functionality for Overseas Business Process

and Outsourcing. The cost and human resource expenses towards building Customer

Services for Business prosperity with in the Locality are undesirable. The system cannot

be enhanced to provide distribution of data for different services. The complaints are

dropped in the complaint box and they are collected by the respective members for

scanning process and served on day to day basis. This process model and business

approach is inefficient and not dynamic for the future growth of the organization.

Analyzing the Employees performance and generating reports are done manuallywhich is time consuming. Accuracy in data maintenance also becomes a tedious task.

Drafting required for trainees also done manually. Searching for information through

multiple files and data analysis also becomes a tedious task.

Draw Backs

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Time-consuming

A tedious task

Cause damage to the brand image of the organization

Slow updation and retrieval of information

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System Analysis

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2.1 Proposed System

2.1.1 Problem Definition

The aim is to develop a system to assist the customers by providing solutions for

their complaints. This system focuses on receiving the complaints from the customer,

distributing complaints to the customer support representatives, solving complaints

based on some constraints, solved complaints are verified by the team leaders,

providing accuracy percentage to the customer support representatives based onfailure constraints, validation engine which is used to provide the solution to a

repeated complaint.

The complaints are distributed by the distribution engine category wise. The

customer support representatives are classified under different categories. The

distribution engine does not distribute the same complaint for more than one customer

support representative. The distribution engine maintains the complaint details of how

many complaints have been distributed to the customer support representative and

how many complaints have been solved and how many complaints have been verified.

The distribution engine maintains all the complaint details category wise. The

Complaints are tracked as when the complaints are distributed to the customer support

representative and when the customer support representatives solve the complaint.

The Time taken for each complaint to be solved is also maintained.

The solution given by the customer support representatives are forwarded to the

team leaders who verify the solution. The solution given by the customer support

representative must be following some constraints that are already deployed in the

system. The customer support representative can verify the customer records that are

retrieved as and when the complaint is distributed. The Team Leaders verify whether

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the given solution has followed the deployed constraints. The Team Leaders provide

accuracy percentage to the customer support representative based on the failure

methodologies. The failure methodologies validate the career of the customer support

representative. If the customer support representatives get more than a specified failure

percentage the customer support representative will be taken out from the company.

The Team Leaders will be notified about the time spent on each complaint solved

customer support representative. The complaint for which more time is spent is notified

to the Team Leader by highlighting the complaint no. The customers can view the

status of the complaint using the complaint no generated at the time of submission. The

complaint no is submitted by the customer only after login.

2.1.2 Developing Solution Strategies

2.1.2.1 Complaint Process Analysis

Clients will have to submit their complaints online. A complaint number will be

generated and given back to the customer. The number of complaints that will be

submitted in a day may range from 8,000 to 10,000. Storage will be required to

maintain such a large mass of complaints. The number of complaints submitted in a

single second will be large and proper handling of this has to done. Predefined solutions

will be readily obtained to the customer. To decrease the response time of retrieving

complaints, three separate tables (C T, PT, AT) will be maintained and depending on

the number of complaints coming these tables have to handle it. The records from the

centralized database should move in batch of 500 complaints at a time or on the change

of date, to the respective tables

2.1.2.2 Distribution Engine Process Analysis

The Distribution Engine has to distribute a complaint to the CSR on request. The

complaints if present in AT have to be obtained first, then PT and then CT. Only one

complaint at a time should move. Also the complaints that have been distributed have

to also be distributed to the QA. No one complaint should be received by more than one

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CSR. This process is also involved in updating the complaint and solution tables and

also making the corresponding tracking information entries.

2.1.2.3 Solution Process

Received complaints have to be solved by the CSR. All necessary information

has to be displayed to the CSR in a separate screen. Complaints will be solved and sent

to the solution table. The CSR has to solve at least 100 complaints in a day with 98%

accuracy. If he cannot solve a complaint immediately he can push it in his PQ but at the

end of his working day he should have solved all those present in the queue.

2.1.2.4 Evaluation Process

Each complaint solved is evaluated by the QA. Once the complaints are

evaluated the accuracy percentage is awarded to the customer support representative.

The Failure Methodologies are:

Resolution (25%)

Incomplete work results in resolution failure.

Procedure: Process Knowledge (25%)

If the required steps are not followed, you make any major mistakes it is

procedure failure.

Notes (25%)

Mistakes on notes end in Notes Failure.

Follow Through (25%)

Any wrong letters send to customer then it is follow through failure.

This accuracy percentage is used to find the efficiency and caliber of the CSRs.

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2.2 System Specification

2.2.1 Application Specification

Architecture : Three-Tier Architecture

Middleware : ASP.NET

Web Server : IIS

Database : SQL server

2.2.1.1 Client-Server Architecture

Not so long ago, computer applications were made with a fixed set of

proprietary tools for design, development, testing and deployment. This usuallyinvolved a special breed of top IT talent who knew nothing but just that. They

specialized in a programming language that works only with a proprietary operating

system and a proprietary database in a proprietary network.

This posed a problem to most HR managers who had to keep their IT staff

pampered owing to the difficulty of sourcing out these rare birds (of prey). It also

posed a problem to IT staff themselves as they were bound to an allegiance to a single

vendor. But not for long, those days now fizzle out of the horizon.

As networking technology matured significantly in the PC arena, the role of

networks evolved from simple file and printer/device sharing to complex back-end

server applications.

So, then came the introduction of a 2-tiered architecture. Here, programs are

developed using front-end Tools (like PB), which could hook up to a host of

databases (back-end). Soon, databases could also communicate and share data with

proprietary databases (middle-tier?). Subsequently, with the specialties fragmented,

the end-users have a wider variety of flavors to choose from and need not be bound to

a single vendor or a whiz kid of specific talent. More choices led to greater flexibility

in system design.

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A 2-tiered architecture divides an application into 2 pieces: The GUI (client) and

the Database (server).

The client sends a request to the server. The server being a more powerful

machine does all the fetching and processing and returns only the desired result set

back to the client for the finishing touches. In effect, weaker machines virtually have

a shared access to the strength of the server at the back-end. Faster execution at the

server side results in less network traffic and increased response time for the program

to fetch and process the data.

A 3-tiered architecture on the other hand extends further the fragmentation of

an application's components: The GUI (Client), Business Rules (Application Server),

and the Database (Database Server). This type of design does not necessarily mean it

is better than the 2-tiered architecture. Factors such as development time frame, IT

resources, application complexity, and future scalability are things to be considered

when choosing between the two.

Introducing Dynamic Web Pages

The client-to-server-to-client process just described is important because it

happens each time your client contacts the server to get some data. Thats

distinctly different from the stand-alone or client-server model you may be

familiar with already. Because the server and the client dont really know

anything about one another, for each interaction, you must send, initialize, or

restore the appropriate values to maintain the continuity of your application.

As a simple example, suppose you have a secured site with a login form.

In a standard application, after the user has logged in successfully, thats the only

authentication you need to perform.

The fact that the user logged in successfully means that theyre authenticated

for the duration of the application. In contrast, when you log in to a Web site

secured by only a login and password, the server must reauthenticate you for each

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subsequent request. That may be a simple task, but it must be performed for every

request in the application.

In fact, thats one of the reasons dynamic applications because

popular. In a site that allows anonymous connections (like most public Web sites),

you can only authenticate users if you can compare the login/password values

entered by the user with the real copies stored on the server. While HTML is an

adequate layout language for most purposes, it isnt a programming language. It

takes code to authenticate users.

Another reason that dynamic pages became popular is because of the

ever-changing nature of information. Static pages are all very well for articles,scholarly papers, books, and images-in general, for information that rarely

changes. But static pages are simply inadequate to capture employee and contact

lists, calendar information, news feeds, sports score-in general, and the type of

data you interact with every day. The data changes far too often to maintain

successfully in static pages. Besides, you dont always want to look at that data

the same way. But its useful to note that even dynamic data usually has a

predictable rate of change-something shall discuss later in the context of

coaching.

How Does the Server Separate Code from Content?

In classic ASP pages, you could mix code and content by placing

special code tags () around the code or by writing script blocks, where the

code appeared between and tags. Classic ASP pages use an .asp

file name extension. When the server receives a request for an ASP file, it

recognizesvia the extension associationsthat responding to the request

requires the ASP processor. Therefore, the server passes the request to the ASP

engine, which parses the file to differentiate the code tag content from the markup

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content. The ASP engine processes the code, merges the results with any HTML

in the page, and sends the result to the client.

ASP.NET goes through a similar process, but the file extension for

ASP.NET files is .aspx rather than .asp. You can still mix code and content in

exactly the same way, although now you can (and usually should) place code in a

separate file, called a code-behindmodule, because doing so provides a cleaner

separation between display code and application code, and makes it easier to

reuse both. In ASP.NET, you can write code in all three placesin code-behind

modules and also within code tags and script blocks in your HTML files.

Nevertheless, the ASP.NET engine must still parse the HTML file for code tags.

The ASP.NET engine itself is an Internet Server Application

Programming Interface (ISAPI) application. ISAPI applications are DLLs that

load into the servers address space, so theyre very fast. Different ISAPI

applications handle different types of requests. You can create ISAPI applications

for special file extensions, like .aspx, or that perform special operations on

standard file types like HTML and XML.

There are two types of ISAPI applications: extensions and filters. The

ASP.NET engine is an ISAPI extension. An ISAPI extension replaces or

arguments the standard IIS response. Extensions load on demand when the server

receives a request with a file extension associated with the ISAPI extension DLL.

ASP.NET pages that contain code tags bypass the standard IIS response

procedure if they contain code tags or are associated with a code-behind module.

If your ASPX file contains no code, the ASP.NET engine recognizes this when it

finishes parsing the page. For pages that contain no code, the ASP.NET engine

short-circuits its own response, and the standard server process resumes. Classic

ASP pages began short-circuiting for pages that contained no code with IIS 5

(ASP version 3.0). Therefore, ASP and ASPX pages that contain no code are only

slightly slower than standard HTML.

.NET Framework

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The Microsoft .NET Framework is a new platform for building integrated,

service-oriented applications to meet the needs of today's Internet businesses;

apps that gather information from, and interact with, a wide variety of sources,

regardless of the platforms or languages in use. This article, the first of a two part

series, illustrates how the .NET Framework enables you to quickly build and

deploy Web services and applications in any programming language.

At the heart of the .NET platform is a common language runtime engine

and a base framework. All programmers are familiar with these concepts. I'm sure

many of you have at least dabbled with the C runtime library, the standard

template library, the MFC library, the Active Template Library, the VisualBasic runtime library, or the Java virtual machine. In fact, the Windows

operating system itself can be thought of as a runtime engine and library. Runtime

engines and libraries offer services to applications, and programmers love them

because they save time and facilitate code reuse.

The .NET base framework will allow developers to access the features of the

common language runtime and also will offer many high-level services so that

developers don't have to code the same services repeatedly. But more importantly,

the .NET common language runtime engine sitting under this library will provide

the technologies to support rapid software development.

The following lists a small sampling of features to be provided by the .NET

common language runtime engine.

Consistent programming model

All application services are offered via a common object-oriented

programming model, unlike today where some OS facilities are accessed via DLL

functions and other facilities are accessed via COM objects.

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Simplified programming model

.NET seeks to greatly simplify the plumbing and arcane constructs

required by Win32 and COM. Specifically, developers no longer need to gain

an understanding of the registry, GUIDs, IUnknown, AddRef, Release,HRESULTS, and so on. It is important to note that .NET doesn't just abstract

these concepts away from the developer; in the new .NET platform, these

concepts simply do not exist at all.

Run once; run always

All developers are familiar with DLL Hell. Since installing components

for a new application can overwrite components of an old application, the old app

can exhibit strange behavior or stop functioning altogether. The .NET architecture

now separates application components so that an app always loads the

components with which it was built and tested. If the application runs after

installation, then the application should always run. This marks the end of DLL

Hell.

Execute on many platforms

Today, there are many different flavors of Windows: Windows 95,

Windows 98, Windows 98 SE, Windows Me, Windows NT 4.0, Windows 2000

(with various service packs), Windows CE, and soon a 64-bit version of Windows

2000. Most of these systems run on x86 CPUs, but Windows CE and 64-bit

Windows run on non-x86 CPUs. Once written and built, a managed .NET

application (that consists entirely of managed code, as I'll explain shortly) can

execute on any platform that supports the .NET common language runtime. It is

even possible that a version of the common language runtime could be built for

platforms other than Windows in the future. Users will immediately appreciate the

value of this broad execution model when they need to support multiple

computing hardware configurations or operating systems.

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Language integration

COM allows different programming languages to interoperate with one

another. .NET allows languages to be integrated with one another. For example, it

is possible to create a class in C++ that derives from a class implemented in

Visual Basic. .NET can enable this because it defines and provides a type system

common to all .NET languages. The Microsoft Common Language Specification

(discussed in Part 2 of this article) describes what compiler implementers must do

in order for their languages to integrate well with other languages.

Microsoft is providing several compilers that produce code targeting the .NET

common language runtime: C++ with managed extensions, C# (pronounced "C

sharp"), Visual Basic (which now subsumes VBScript and Visual Basic for

Applications), and JScript. In addition, companies other than Microsoft are

producing compilers for languages that also target the .NET common language

runtime.

Code reuse

Using the mechanisms I just described, you can create your own

classes that offer services to third-party applications. This, of course, makes it

extremely simple to reuse code and broadens the market for component vendors.

Automatic resource management

Programming requires great skill and discipline. This is especially

true when it comes to managing resources such as files, memory, screen space,

network connections, database resources, and so on. One of the most common

bugs occurs when an application neglects to free one of these resources, causing

that application or others to perform improperly at some unpredictable time. The

.NET common language runtime automatically tracks resource usage,

guaranteeing that your application never leaks resources. In fact, there is no way

to explicitly free a resource. In a future article, I'll explain exactly how this works.

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Type safety

The .NET common language runtime can verify that all your code

is type safe. Type safety ensures that allocated objects are always accessed in

compatible ways. Hence, if a method input parameter is declared as accepting a 4-

byte value, the common language runtime will detect and trap attempts to access

the parameter as an 8-byte value. Similarly, if an object occupies 10 bytes in

memory, the application can't coerce this into a form that will allow more than 10

bytes to be read. Type safety also means that execution flow will only transfer to

well-known locations (namely, method entry points). There is no way to construct

an arbitrary reference to a memory location and cause code at that location to

begin execution. Together, these eliminate many common programming errors

and classic system attacks such as the exploitation of buffer overruns.

Rich debugging support

Because the .NET common language runtime is used for many languages,

it is now much easier to implement portions of your application using the

language that's best suited for it. The .NET common language runtime fully

supports debugging applications that cross language boundaries. The runtime also

provides built-in stack-walking facilities, making it much easier to locate bugs

and errors.

Consistent error-handling

One of the most aggravating aspects of programming in Windows is

the inconsistent ways errors are reported. Some functions return Win32 error

codes, some return HRESULTS, and some raise exceptions. In .NET, all errors

are reported via exceptionsperiod. Exceptions allow the developer to isolate the

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error-handling code from the code required to get the work done. This greatly

simplifies writing, reading, and maintaining code. In addition, exceptions work

across module and language boundaries as well.

Deployment

Today, Windows-based applications can be incredibly difficult to

install and deploy. There are usually several files, registry settings, and shortcuts

that need to be created. In addition, completely uninstalling an application is

nearly impossible. With Windows 2000, Microsoft introduced a new installation

engine that helps with all of these issues, but it is still possible that a company

authoring a Microsoft Installer Package may fail to do everything correctly. .NET

seeks to make these issues ancient history. .NET components are not referenced in

the registry. In fact, installing most .NET-based applications will require no more

than copying the files to a directory, and uninstalling an application will be as

easy as deleting those files.

Security

Traditional OS security provides isolation and access control based on

user accounts. This has proven to be a useful model, but at its core it assumes that

all code is equally trustworthy. This assumption was justified when all code was

installed from physical media (such as CD-ROM) or trusted corporate servers.

But with the increasing reliance on mobile code such as Web scripts, Internet

application downloads, and e-mail attachments, there is a need for more granular

control of application behavior.

Microsoft also recognizes that many apps need to enforce behaviors based

on a concept of roles as opposed to individual accounts. Microsoft initially

delivered support for this concept with Microsoft Transaction Server (MTS), and

provided further enhancements with COM+ 1.0. In .NET, Microsoft supports the

deployment of application-defined roles and access control based on these roles.

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These mechanisms are extended in ways that are appropriate for the Internet and

heterogeneous environments.

Session Tracking

Session tracking is the capability of a server to maintain the current state

of a single clients sequential requests. HTTP is a stateless protocol, which means

that each request is independent of the previous one. However in some

applications, it is necessary to save state information so that information can be

collected from several interactions between a browser and a server.

For example, an online video store must be able to determine each

visitors sequence of actions. Suppose a customer goes to your site to order a

movie. The first thing he does is look at the available titles. When he has found

the title he is interested in he makes his selection. The problem now is

determining who made the selection. Because each one of the clients requests is

independent of the previous requests, we have no idea who actually made the final

selection. We can solve this problem using session tracking.

SQL Server Enterprise Manager

SQL Server Enterprise Manager is a graphical tool that allows for easy,enterprise-wide configuration and management SQL Server and SQL Server

objects. SQL Server Enterprise Manager provides:

A scheduling engine. Administrator alert capability. Drag-and-drop control operations across multiple

servers.

A built-in replication management interface.

SQL Server Enterprise Manager is also used for:

Manage logins, permissions, and users. Create scripts. Manage devices and databases.

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Back up databases and transaction logs. Manage tables, views, stored procedures, triggers, indexes,

rules, defaults, and user-defined data types.

Creating and Maintaining Databases

Designing your Microsoft SQL Server database structure involves creating

and maintaining a number of interrelated components.

Database component Description

Databases

Contain the objects used to

represent, manage, and access

data.

Tables

Store rows of data and define the

relationships between multiple

tables.

Database Diagrams

Represent database objects

graphically and enable you to

interact with the database without

using Transact-SQL.

IndexesOptimize the speed of accessing

the data in the table.

Views

Provide an alternate way of

looking at the data in one or more

tables.

Stored Procedures

Centralize business rules, tasks,

and processes within the server

using Transact-SQL programs.

TriggersCentralize business rules, tasks,

and processes within the server

using special types of stored

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procedures that are only executed

when data in a table is modified.

Accessing and Changing Data

SQL Server Enterprise Manager includes a tool for designing queries

interactively using a graphical user interface (GUI). These queries are used:

In views. In Data Transformation Services (DTS) Packages. To display the data in Microsoft SQL Server tables.

Replication

Replication is an important and powerful technology for distributing data

and stored procedures across an enterprise. The replication technology SQL

Server allows you to make copies of your data, move those copies to different

locations, and synchronize the data automatically so that all copies have the same

data values. Replication can be implemented between databases on the same

server or different servers connected by LANs, WANs, or the Internet. The

procedures in this section help you configure and maintain replication using SQL

Server Enterprise Manager.

Data Transformation Services

Data Transformation Services (DTS) provides the functionality to import,

export, and transform data using COM, OLE DB, and Microsoft ActiveX Scripts.

DTS enables you to build and manage data marts and data warehouses by providing:

An extensible transaction-oriented workflow engine that allows execution of acomplex series of operations.

Powerful integrated heterogeneous data movement, scrubbing, and movement.DTS can copy, validate, and transform data from many popular desktop and

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server-based data sources including Microsoft Access, dBase, Microsoft

Excel, Microsoft Visual FoxPro, Paradox, SQL Server, Oracle, and DB2.

An industry standard method of sharing metadata and data lineage informationthrough Microsoft Repository. Leading data warehousing and database design

vendors have adopted this information model.

Package storage in Microsoft Repository, SQL Server, or COM-structuredstorage files. After a package has been saved, it can be scheduled for

execution using SQL Server Agent.

Extensibility that allows advanced users to meet their unique needs whilecontinuing to leverage DTS functionality.

Integration with Microsoft SQL Server OLAP Services.Managing Security

To ensure that data and objects stored in Microsoft SQL Server are

accessed only by authorized users, security must be set up correctly.

Understanding how to set up security correctly can help simplify ongoing

management. Security elements that may have to be set up include authentication

modes, logins, users, roles, granting, revoking, and denying permissions on

Transact-SQL statements and objects, and data encryption.

Databases

A database in Microsoft SQL Server consists of a collection of tables

with data, and other objects, such as views, indexes, stored procedures, and

triggers, that are defined to support the activities performed with the data. Before

objects within the database can be created, you must create the database and

understand how to change the settings and the configuration of the database. This

includes tasks such as expanding or shrinking the database, or specifying the files

used to create the database

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Tables

Tables are database objects that contain all the data in a database. A table

definition is a collection of columns in the same way a database is a collection of

tables. Before data can be stored in a database, you must understand how to

create, modify, and maintain the tables within your database. This includes tasks

such as defining keys and adding or deleting columns from a table.

Database Diagrams

Database diagrams enable you to create, manage, and view database

objects in a graphical format. Before objects within the database can be

manipulated using database diagrams, you must understand how to: create a

database diagram, add objects to it, work within a database diagram, and save a

database diagram.

Indexes

To create efficient indexes that improve the performance of your database

application by increasing the speed of your queries, you need an understanding of

how to create and maintain the indexes on the tables in your database.

Views

By creating, modifying, and maintaining views, you can customize each

users perception of the database.

Stored Procedures

By creating, modifying, and using stored procedures, you can simplifyyour business applications and improve application and database performance.

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Triggers

By understanding how to create, modify, and maintain triggers, you can use

triggers to:

Cascade changes through related tables in the database.

Disallow or roll back changes that violate referential integrity, therebycanceling the attempted data modification transaction.

Enforce retractions that are more complex than those defined withCHECK constraints.

Find the difference between the state of a table before and after a datamodification and take action(s) based on that difference

2.2.2 Network Specification

Internet Specifications

There are four basic building blocks to the Internet, Hosts, Routers and

Clients and Connections. Hosts and Clients are explained later in the chapter, but

for now, be content to know that unless you have very special circumstances, in

most cases your computer falls under the "Client" category. Data is sent from

your computer in the form of a "packet". You can liken a packet to be similar to

an envelope; it surrounds your data and contains both a return and destination

address. Your computer handles the packets for you; it's all done in the

background, without your knowledge.

A Router is a special device. Basically routers sit at key points on the

Internet and act like traffic cops at an intersection of hundreds of streets. The

Router basically reads the destination address on the packets being sent by yourcomputer and then forwards the packet to the appropriate destination. In some

cases your data will travel through several routers before reaching its ultimate

destination.

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Connections.

This is a catch all term describing how you can connect from one point to

another point. As an end user, your only concern is that the connection is good,

but for a network engineer, this can mean several different types of technologies,

including;

Dial Up Phone Lines

Fiber Optics

ISDN

Frame Relay

Satellite Links

There are two classes of computers on the Internet, HOSTS and

CLIENTS. Unless you have a permanent link to the Internet and your machine is

always connected and on-line, then you are probably a client and not a host. As a

client to the Internet, you should have the following abilities;

Databases

For long-term storage, Integer Software Solutions uses the SQL SERVER8 relational database system

Server Specification

The following requirements apply to the server system environment:

Microsoft Windows 2000 Server operating system supported bySQL SERVER

a minimum of 512 MB RAM

a backup system with larger capacity (recommended)Client SpecificationThe following requirements apply to the client system environment:

Microsoft Windows 2000 Server

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256 MB RAM SQL SERVER license

Open database connectivity

Open database connectivity is a windows technology that lets database

client application connected to a external database, the database vendor must

provide on ODBC driver for data access. Once this driver is available the client

machine should be configured with the driver. The destination of the database,

login ID password is also to be configured on every client machine. This is called

as a data source. The user can configure multiple data sources either same or

different drivers on the same machine. Thus using ODBC it is possible to access

heterogeneous data from any client. Open Database connectivity is a windows

technology that allows a database client application connects to a remote

database.

The Open Database methods create a connection between the application

and the ODBC database and assign it to a database type object.

The ODBC connectivity use in this application between the processes and

its databases, which are developed, by using SQL Server. This gives the

applicants more flexibility, easy updating, easy to handle and accuracy. This

carries good connectivity between the client and the server. The client sends the

request to the server, the server responds for the clients request. This application

is used in LAN connectivity.

At the same time one or more users can access the same file. This provides

the user more convenient to handling those records, which holds the information

about the processes. If the user has the authority to handle those records, then the

user can update the database.

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Network : Internet

Operating System : Windows2000 Server, Windows XP

The development and availability of internet technology has resulted in

an upsurge of intranets within the organizations. It is now relatively easy for

someone with an understanding of the technology and HTML to create web

pages, and implement a server to host them. As their experience (and software

resource) increases they may also become able to produce graphics to enhance the

site, and more complicated and functional navigation. The main drawback is that

every page must be individually created and linked or added to a menu structure,

and often only the author, or ICT department have the skills to do it. Creation of

new pages requires input from these same people. Also, if features such as

discussion groups are required, another product would have to be acquired and

'tacked on', or written in-house if the skills exist. The management systems

mentioned earlier are often extensive, often with many processes and procedures,

work instructions, specifications, forms and external references, so the number of

pages can be quite large. Managing and extending such a site is a time-consuming

task.

2.2.3 Hardware Specification

Processor : Pentium IV

Hard Disk : 40 GB

RAM : 256 MB

Peripherals : Printer

2.2.4 Software Specification

Database : SQL server

Scripting Language: ASP.NET

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Web Server : IIS

2.3 Cost Estimation and scheduling

Software cost is related to many variables - Human, Technical,

Environment, Political and Effort applied to develop it. However, software project

estimation can be transformed from a blank art to a series of systematic steps that

provide estimates with acceptable risks.

The estimates of cost depend, in turn, on our ability to estimate and

evaluate several factors, given below

Experience and ability of the project personal. The quality of software development environment The degree to which our understanding of the problem and its

acceptable solutions is likely to change.

The complexity of the eventual code. The length of the eventual code. The degree to which software components can be reused. The degree of market readiness for the product. The amount of evaluation the product will eventually undergo.

The cost estimation of the proposed is purely based on the requirement of

the Manpower and consumption of time involved in finishing the proposed

system. Cost estimation also includes hardware and software, which is used for

developing the proposed system. The cost estimation done by the manufacturer

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after finishing the development of the proposed system. The cost estimation

identifies the value of proposed system. Cost estimation and scheduling is Done

before and after the development of the proposed system.

2.4 Final Outline of the Proposed System

The proposed system is designed based on the objectives prepared in the

analysis phase of the existing system. The motive of the system is to distribute the

data globally from one location to another with high security and integrity with

business constraints and process which reduces the cost of implementation in

Customer services.

The system enables the customers to submit the complaint online and

receive the response of the complaints with in the stipulated period with accuracy.

The system also enables the CSR to access the complaints based on the request

and it avails the information regarding the customer for updation and verification.

The system automates the process through which dynamically, thousands of

complaints are distributed simultaneously to hundreds of CSR logged in, with

request of the complaint.

The system also evaluates the process of complaint solving and the life

cycle of the complaint through tracking application. The system provides Quality

Assurance for every request of the customers. The application evaluates the CSR

performance through quality parameters and ensures the business scale towards

Business Process Outsourcing never declines.

The System facilitates the end user with analytical and graphical reports

which forecast and analyze the status of the business. Online Business Service

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Engine is dynamic, Secured highly integrated application software designed with

latest technologies to reach the limit of Business Process Outsourcing.

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Design and Development Process

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Design is a creative process; a good design is the key to effective system.

The term Design is defined as The process of applying various techniques and

principles for the purpose of defining a process or a system in sufficient detail to

permit its physical realization. Various design features are followed to develop

the system. The design specification describes the features of the system, the

components or elements of the system and their appearance to end-users.

In system design high-end decisions are taken regarding the basic system

architecture, platforms and tools to be used. The system design transforms a

logical representation of what a given system is required to be in to the physical

specification. Design starts with the systems requirement specification and

coverts it into a physical reality during the development. Important design factorssuch as reliability, response time, throughput of the system, maintainability,

expandability, etc should be taken into account.

3.1 Fundamental Design Concepts

Fundamental design concepts provide the software designer with a

foundation from which more sophisticated design methods can be applied.

Fundamental design concepts provide the necessary framework for getting it

right.

3.1.1 Abstraction

Abstraction permits one to concentrate on a problem at some level of

generalization without regard to irrelevant low level details, use of abstraction

also permits one to work with concepts and terms that are familiar in the problem

environment without having to transform them to an unfamiliar structure. Twotypes of abstraction are there, one is procedural abstraction and data abstraction.

A procedural abstraction is a named sequence of instructions that has a specific

and limited function. A data abstraction is a named collection of data that

describes a data object.

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3.1.2 Modularity

Modularity is the single attribute software that allows a program to be

intellectually manageable. Software architecture embodies modularity, that is,

software is divided into named and addressable components, called modules,

which are integrated to satisfy problem requirements.

3.1.3 Software Architecture

Software Architecture alludes to the overall structure of the software and

the ways in which that structure provides conceptual integrity for a system.

Control hierarchy also called program structure, represents the organization of

control. The tree structure used to represent the control hierarchy.

3.1.4 Data Structure

Data Structure is a representation of logical relationship among individual

elements of data. Because the structure of information will invariably affects the

final procedural design, data structure is very important as the program structure

to the representation of the software architecture. Data structure dictates the

organization, methods of access, degree of associatively, and processing

alternatives for information. The organization and complexity of a data structure

are limited only by the ingenuity of the designer. Scalar item array and linked list

are some of the representations of the data structure.

3.1.5 Software Procedure

Program structure defines control hierarchy without regard to the sequence

of processing and decisions. Software procedure focuses on the processing details

of each module individually. Procedure must provide a precise specification of

processing, including sequence of events, exact, decision points, repetitive

operations and even data organization / structure. Information hiding suggests that

modules be characterized by design decisions that hide from all others.

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3.2 Design Notations

Design is defining a model of the new system and continues by converting

this model to a new system. The method is used to convert the model of the

proposed system into computer specification. Data models are converted to a

database and processes and flows to user procedures and computer programs.

Design proposes the new system that meets these requirements .This new system

may be built by a fresh or by changing the existing system. The detailed design

starts with three activities, database design, user design and program design.

Database design uses conceptual data model to produce a database design. User

procedure design uses those parts of the DFD outside the automation boundary to

design user procedures.

3.2.1 Data Flow Diagram

The data flow diagram (DFD) is one of the most important tools used by

system analysts. Data flow diagrams are made up of a number symbols, which

represent system components. Most data flow modeling methods use four kinds of

symbols. These symbols are used to represent four kinds of system components.

Processes, data stores, data flows and external entities. Processes are representedby circles in dfd. Data Flow represented by a thin line in the dfd and each data

store has a unique name and represented by open rectangles and square or

rectangle represents external entities.

Unlike detailed flowchart, Data Flow Diagrams do not supply detailed

description of the modules but graphically describes a systems data and how the

data interact with the system.

To construct a Data Flow Diagram, we use,

Arrow Circles Open End Box Squares

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Context Analysis Diagram :

Customer EBSE

QA

CSR

Admin

Data Flow Diagram :

1) Customer Module

Level 0 :

Customer EBSE

FAQ

Feedback

Query

Solution

Login

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Level 1:

Customer

login

Select

Registration

FAQ

SubmitQuery

Getthe

solutionSe

etheFA

Q

Re

g iste

r

FAQ

SolutionSolution

Feedback

Query Query

Login

Login

Validinvalid

Feedback

complanin_id

submit query

2) Admin Module

Level 0:

Admin EBSE

Fetch Query

Dept_detail

Emp_detail

Distribution

Login

Solution Back

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Level 1:

Customerlogin

Login

FAQ

Login

FAQ

SolutionSolution

Complain_id

Query

Adminlogin

Login

Fetch Query

GettheSolutionKeepEmpDetail

Distribu

teQueryF

etch

QueryA_Login

Query

DistributionDist_of_Qu

Solution

1.1Emp_Detail

QA Solution

CSR_De

QA_Detail

ModifiedFAQ

FAQ

Level 1.1:

Admin

Update Emp

Detail

New_Regi

Emp_DetailAd

dNe

wEm

p

CSR_Detail

QA_Detail

Department

CSR_Detail

QA_Detail

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3) CSR Module

Level 0:

CSR EBSE

Pending

Solution

Escalation

Login

Level 1:

CSR Login

Pending Solution

Personal-Que

ue

Escalation

can'tsolvedquery

Pendin

gQuer

y

So

lveThe

Query

Arrange

Query

Personal QueueQuery

Pending

EscalationQuery

CSR_Solu

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4) QA Module

Level 0:

QA EBSE

Modification

Verification

Login

Level 1:

QA Login

Modify

Solution

Verification

Grading

veri.solution

GradetoCSR

I f T

r u e

Otherwise

Grading

CSR_Solution

QA_Solution

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3.2.2 Structure Chart

Structure chart is made up of program modules and the interconnection

between them. This program module is represented by a rectangular box in the

structure chart. Modules at the top level of the structure chart called the modules

at the lower levels. Lines between the rectangular boxes represent the connection

between modules. The connection describes data flow between the called and

calling modules.

As well as a DFD, it is also useful to develop a structural system mode.

This structural model shows how a function is realized by a number of other

functions, which it calls. Structure charts are a graphical way to represent this

decomposition hierarchy. Like DFD, they are dynamic rather than static system

models. They show how one function calls others. They do not show a static

block structure of a function or procedure.

A function is represented on a structure chart as a rectangle. The hierarchy

is displayed by linking rectangles with lines. Inputs and outputs are indicated with

annotated arrows. An arrow entering a box implies input, leaving a box implies

output. Data stores are shown as rounded rectangles and user inputs as circles.

Rules to be applied

Many systems can be considered as three stages, input, validation and

output.

If data validation is required, function to implement these should be

subordinate to an input function.

The role of function near the top of the structural hierarchy may be to

control and coordinate a set of lower level hierarchy.

The objective of design process is to have loosely coupled highly cohesive

components.

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OBSE Structured Chart

OBSE

CLIENT CSR

Complaint VerificationFAQ

QA

Solution

Evaluation

Authoriza

ADMIN

Reporting

Esc & Unwork Personal QueueSuppression

Solution

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3.2.3 ER Diagram

A conceptual model describes the essential features of system data. This

conceptual model is described by modeling method known as Entity Relationship

analysis. Entity relationship analysis uses three major abstractions to describe

data. These are entities- which are distinct things in the enterprise. Relationship-

which are meaningful interactions between the objects and the attributes-which

are properties of entities and relationship

Customer

DOB

Cust-idPwd

Add

A/C No

Solution

City

Gets

Solution

Comp-No

CSR-ID Date

pwd

Verifies

Q.A

Groupid

Phone No

QA-ID

Co-Desc

PostCompliant

Comp-No Time

Pwd

Phone-no

Solvin

g

CSR

CSR-ID

status

Group-id

pwd

Rights

Admin

Admin name

Admin id

Provides

Rights

Monitors

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3.3 Design Process

Design begins when management approves the feasibility study produced

during detailed analysis and authorizes the necessary funds and personnel tocontinue. It concludes when management approves the design and authorizes

development of the actual system.

3.3.1 Database Design

A database is a collection of interrelated data stored with minimumredundancy to serve many users quickly and efficiently. The general objective of

database design is to make the data access easy, inexpensive and flexible to the

user.

TABLES

1. Customer Modules

a) Registration

Field Name Size Constraint Description

Customer_Name Varchar(20) Name of the

customer

Firstname Varchar(20) First name of the

customer

Lastname Varchar(10) Last name of the

customer

Customer_ID Varchar(10) Primary Key ID of the

customerAddress Varchar(25) Address of the

customer

City Varchar(15) City of the

customer

Country Varchar(10) Country name

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Contact_No. Numeric Contact number

of the customer

E_Mail Varchar(20) E_Mail of the

customer

Registration Date Date To show theregistration date

b) Login


Customer_ID Varchar(10) Foreign Key ID of the

customer

Customer_Password Varchar(15) Password of the

customer

c) FAQ


FAQ_ Query Varchar(100)

FAQ_ Solution Varchar(100) Solution aboutthe FAQ

d)Query



customerQuery

Varchar(100) To write thequeries

Date_of_Query Date

Complain_ID Varchar(10) Primary Key To get the

Complain_ID

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e) Solution


Complain_ID Varchar(10) Foreign Key ID of thecustomer

Solution Varchar(20) Solution of the

Complain

f) Feedback



customerFeedback Varchar(200) To get the

feedback

2. Administrator Module:

a) Admin Detail


Admin_Name Varchar(15) Name of the

administrator

Admin_ID Varchar(10) Primary Key ID of the

administrator

Address Varchar(25) To show the

administrator

address

City Varchar(15)

Country Varchar(10) To show the

administrator

country

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CSC_ID Varchar(10) ID of Customer

Service Centre

b) Admin. Login


Admin_ID Varchar(10) Foreign Key ID of the

administrator

Admin_Password Varchar(10) Password of the

administrator

c) Department


Dept_No. Numeric Department

Dept_Name Varchar(10) Name of the

department

d) Distribution of Query

Field Name Size Constraint DescriptionComplain_ID Varchar(10) Foreign Key To show the

Complain_id

Admin_ID Varchar(10) Foreign Key ID of the

administrator

Date/Time Date Complain date

e) CSR Login

Field Name Size Constraint DescriptionCSR_ID Varchar(10) Primary Key ID of the CSR

Password Varchar(10) Password of the

CSR

f) QA Login

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QA_ID Varchar(10) Primary Key ID of the QA

Password Varchar(10) Password of the

QA

g) CSR Detail


CSR_Name Varchar(15) Name of the

CSR

CSR_ID Varchar(10) Primary Key ID of the CSR

Address Varchar(25) To show the CSR

address

City Varchar(15)Country Varchar(10) To show the CSR

country


Service Centre

h) QA Detail


QA_Name Varchar(15) Name of the QAQA_ID Varchar(10) Primary Key ID of the QA

Address Varchar(25) To show the QA

address

City Varchar(15)

Country Varchar(10) To show the QA

country


Service Centre

3. CSR MODULE

a) Escalation


Complain_ID Varchar(10) Foreign Key ID of the

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Complain

CSR_ID Varchar(10) Foreign Key ID of the

Complain

Reason Varchar(25) To show the

reason

b) CSR_Solution


Complain_ID Varchar(10) Foreign Key ID of the

Complain

CSR_ID Varchar(10) Foreign Key ID of the

Complain

CSR Solution Varchar(200) About the CSRsolution

c) Personal Queue


Serial_No. Numeric(5) To show the

serial number

Complain_ID Varchar(10) Foreign Key ID of theComplain

4. Quality Assurance Module

a) QA_Solution Detail


Complain_ID Varchar(10) Foreign Key To show the

Complain ID

QA_ID Varchar(10) Foreign Key ID of the QA

QA_Solution Varchar(200) To get the QA

solution

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b) Pending



Complain_idComplain_Date Date Complain date

c) Varification



Complain IDQA_ID Varchar(10) Foreign Key ID of the QA

Remark Varchar(25) Remarks of thesolution

c) Unworkable



Complain IDQA_ID Varchar(10) Foreign Key ID of the QA

d) Grading_Table



Complain_idCSR_ID Varchar(10) Foreign Key ID of the CSR

Grade Numeric(5)

QA_ID Varchar(10) Foreign Key ID of the QA

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3.3.2 Input Design

Input design is the link between the information system and the users and

those steps that are necessary to put transaction data in to a usable form forprocessing data entry. The activity of putting data into the computer for

processing can be activated by instructing the computer to read data from a

written printed document or it can occur by keying data directly into the system.

The designs of input focusing on controlling the amount of input required

controlling the errors, avoid delay extra steps, and keeping the process simple.

System analyst decides the following input design details

What data to input?

What medium to use?

How the data is arranged and coded?

The dialogue to guide the users in providing input.

Data items and transaction needing validation to detect errors.

Methods for performing input validation and steps to follow whenerror occurs.

OBSE is summed up with user friendly and interactive forms which enable

the customer, CSR, QA and Administrator to operate the application with ease of

use. The Input forms are highly designed with data validation, data integration

and consistency with databases and application logic.

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The users are directed with standard messages and alerts which enables

them to feed the data with accuracy. It also provides short keys which make the

feeding of data much simpler and easier. OBSE provides Login input form which

enables the user to access the application based on the access rights. The

application accepts user input and generates the respective action object which is

passed to the respective input forms.

The input enables the CSR to access a single complaint details at a time.

The CSR provides solution of the complaint which is fed in the respective tables.

3.3.3 Output Design

Designing computer should proceed in well thought out manner. The termoutput means any information produced by the information system whether

printed or displayed. When analyst design computer out put they identified the

specific output that is needed to meet the requirement. Computer is the most

important source of information to the users. Output design is a process that

involves designing necessary outputs that have to be used by various users

according to requirements. Efficient intelligent output design should improve the

system relationship with the user and help in decision making. Since the reports

are directly required by the management for taking decision and to draw the

conclusion must be simple, descriptive and clear to the user. Options for outputs

and forms are given in the system menus.

When designing the output, system analyst must accomplish the following:

Determine the information to present. Decide whether to display, print, speak the information and select the

output medium

Arrange the information in acceptable format. Decide how to distribute the output to intended receipt.

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Requirements Analysis

Verification and Validation

Design


Implementation


Testing


Maintenance


3.4 Development Approach

Integrated Software System for Enterprise Resource Scheduling was

designed and developed based on the Waterfall Model. This model particularly

expresses the interaction between subsequent phases. Testing software is not an

activity, which strictly follows the implementation phase. In each phase of the

software development process, we have to compare the results obtained against

that which is required. In all phases quality has to be assessed and controlled.

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Testing and Implementation

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4.1System Testing

System testing is actually a series of different tests whose primary purpose

is to fully exercise the computer-based system. Although each test has a different

purpose, all work to verify that all system elements have been properly integrated

and perform allocated functions.

Testing is the final verification and validation activity within the

organization itself. Testing is done to achieve the following goals; to affirm the

quality of the product, to find and eliminate any residual errors from previous

stages, to validate the software as a solution to the original problem, to

demonstrate the presence of all specified functionality in the product, to estimate

the operational reliability of the system. During testing the major activities are

concentrated on the examination and modification of the source code.

4.1.1Testing Methodologies

Testing is generally done at two levels - Testing of individual modules and

testing of the entire system (System testing). During systems testing, the system is

used experimentally to ensure that the software does not fail, i.e., that it will run

according to its specifications and in the way users expect. Special test data are

input for processing, and the results examined. A limited number of uses may be

allowed to use the system so analysis cans se whether they use it in unforeseen

ways. It is preferable to discover any surprise before the organization implements

the system and depends on it.

Testing is done throughout systems development at various stages (not just at

the end). It is always a good practice to test the system at many different levels at

various intervals, that is, sub systems, program modules as work progresses and

finally the system as a whole. If this is not done, then the poorly tested system can

fail after installation. As you may already have gathered, testing is very tedious and

time-consuming job. For a test to be successful the tester, should try and make the

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program fail. The tester maybe an analyst, programmer, or specialist trained in

software testing. One should try and find areas in which the program can fail. Each

test case is designed with the intent of finding errors in the way the system will

process it. Through testing of programs do not guarantee the reliability of systems.

It is assure that the system runs error free.

4.1.1.1 Unit Testing

This involves the tests carried out on modules programs, which make up a

system. This is also called as a Program Testing. The units in a system are the

modules and routines that are assembled and integrated to perform a specific

function. In a large system, many modules at different levels are needed. Unit

testing focuses on the modules, independently of one another, to locate errors. The

programs should be tested for correctness of logic applied and should detect errors

in coding.

For example in the EBSE system, feeding the system with all combinations of

data should test all the calculations. Valid and invalid data should be created and the

programs should be made to process the data to catch errors. In the OBSE system,

the complaint no: consists of 16 digits, so during testing one should ensure that the

programs do not accept anything other than a 16-digit code for the complaint no.

Another e.g. for valid and invalid data check is that, in case 16 digit no is entered

during the entry of transaction, and that number does not exit in the master file, or if

the number entered is an exit case, then the programs should not allow the entry of

such cases. All dates that are entered should be validated. No program should

accept invalidates. The checks that are needed to be incorporated are: in the month

of Feb the date cannot be more than 29. For the months having days one should not

be allowed to enter 31. All conditions present in the program should be tested.

Before proceeding one must make sure that all the programs are working

independently.

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4.1.1.2 System Testing

When unit tests are satisfactorily concluded, the system, as a complete entity

must be tested. At this stage, end users and operators become actively involved in

testing. While testing one should also test to find discrepancies between the system

and its original objective, current specifications and systems documentation.

For example, one module may expect the data item for complaint number to

be numeric field, while other modules expect it to be a character data item. The

system itself may not report this error, but the output may show unexpected results.

A record maybe created and stored in one module, using the complaint number as a

numeric field. If this is later sought on retrieval with the expectation that it will be a

character field, the field will not be recognized and the message requested record

not found would not be displayed.

System testing must also verify that file sizes are adequate and their indexes

have been built properly. Sorting and rendering procedures assumed to be present in

lower level modules must be tested at the systems level to see that they in fact exist

and achieve the results modules expect.

4.1.1.3 Testing for Output

After performing the validation testing, the next step is output testing of the

proposed system, since no system could be useful if it does not produce the

required output in the specified format. The outputs generated or displayed by the

system under consideration are tested by asking the users about the format

required by them. Hence the output format is considered in 2 ways one is on

screen and another in printed format.

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4.1.1.4 Validation Checking

Validation checks are performed on the following fields.

Text Field

The text field can contain only the number of characters lesser than or

equal to its size. The text fields are alphanumeric in some tables and

alphabetic in other tables. Incorrect entry always flashes and error message.

Numeric Field

The numeric field can contain only numbers from 0 to 9. An entry of

any character flashes an error messages. The individual modules are checked for

accuracy and what it has to perform. Each module is subjected to test run along

with sample data. The individually tested modules are integrated into a single

system. Testing involves executing the real data information is used in the

program the existence of any program defect is inferred from the output. The

testing should be planned so that all the requirements are individually tested.

4.2Quality Assurance

Quality assurance consists of the auditing and reporting functions of

management. The goal of quality assurance is to provide management with the

data necessary to be informed about product quality, thereby gaining insight and

confide that product quality is meeting its goals. This is an umbrella activity that

is applied throughout the engineering process.

Software quality assurance encompasses

Analysis, design, coding and testing methods and tools Formal technical reviews that are applied during each software

engineering

Mulitiered testing strategy Control of software documentation and the change made to it. A procedure to ensure compliance with software development

standards.

Measurement and reporting mechanisms.

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Quality Factors

The factors that affect the quality can be categorized into two broad

groups:

Factors that can be directly measured. Factors that can be indirectly measured

These factors focus on three important aspects of a software product

Its operational characteristics Its ability to undergo change Its adaptability t new environment.

4.2.1 Generic Risks

Online Business Service Engine distributes customer data across locales forkilometers. The application transfers data belonging to customers of

Telecom organizations. Customer data transferred contains the personal

information and account details of the customers. As the complaints are

transferred through a long distance , the network problem might affect the

process of business.

The data can be manipulated by the CSR based on the request of customers.The CSR are eligible enough to provide credit back to the customers.

Inaccurate calculations might lead the organization to deep problems.

4.2.2 Security Technologies & Policies

OBSE facilitates in providing customer information for solving the

complaints of the respective customer across different geographical locations. The

application transfers data belonging to customers of Telecom organizations.

Customer data transferred contains the personal information and account details of

the customers. These information are transferred through SSL (Secured Socket

Layers) through the concept of data encryption.

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The Enterprise application in J2EE environment provides implicit security

services based on the user policies. J2EE environment uses Security realms and User

policies to keep track of the users and limit the user accessibility.

4.3 System Implementation

Implementation is the stage of the project where the theoretical design is turned

into a working system. At this stage the main work load, the greatest upheaval and the

major impact on the existing system shifts to the user department. If the implementation

is not carefully planned and controlled, it can cause chaos and confusion.

Implementation includes all those activities that take place to convert from the old

system to the new one. The new system may be totally new, replacing an existingmanual or automated system or it may be a major modification to an existing system.

Proper implementation is essential to provide a reliable system to meet the organization

requirements. Successful implementation may not guarantee improvement in the

organization using the new system, but improper installation will prevent it.

The process of putting the developed system in actual use is called system

implementation. This includes all those activities that take place to convert from the old

system to the new system. The system can be implemented only after thorough testing is

done and if it is found to be working according to the specifications. The system

personnel check the feasibility of the system.

The most crucial stage is achieving a new successful system and giving

confidence on the new system for the user that it will work efficiently and effectively. It

involves careful planning, investigation of the current system and its constraints on

implementation, design of methods to achieve the changeover. The more complex the

system being implemented, the more involved will be the system analysis and the design

effort required just for implementation. The system implementation has three main

aspects. They are education and training, system testing and changeover.

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The implementation stage involves following tasks.

Careful planning. Investigation of system and constraints. Design of methods to achieve the changeover. Training of the staff in the changeover phase. Evaluation of the changeover method.

The method of implementation and the time scale to be adopted are found

out initially. Next the system is tested properly and the same time users are

trained in the new procedures.

4.3.1 Implementation Procedures

After proper testing and validation, the question arises whether the system

can be implemented or not. Implementation includes all those activities that take

place to convert from old system to new. The new system may be totally new

replacing an existing manual or automated system, or it may be a major

modification to an existing system. In other case, proper implementation is

essential to provide a reliable system to meet organization requirements

4.3.2 User Training

To achieve the objectives and benefits expected from computer based

system, it is essential for the people who will be involved to be confident of their

role in the new system. As systems become more complex, the need for education and

training is more and more important.

Education is complementary to training. It brings life to formal training

by explaining the background to the resources for them. Education involves

creating the right atmosphere and motivating user staff. Education sections

should encourage participation from all staff with protection for individuals for

group criticism. Education should start will before any development work to

enable users to maintain or to regain the ability to participate in the development

of their system.

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Education information can make training more interesting and more

understandable. The aim should always be to make individual feel that they can

still make all important contributions, to explain how they participate in making

system changes, and to show that the computer and computer staff do not operate

in isolation, but are of the same organization.

Training on the Application Software

After providing the necessary basic training on the computer awareness

the users will have to be trained on the new application software. This will give

the underlying philosophy of the use of the new system such as the screen flow,

screen design, type of help on the screen, type of errors while entering the data the

corresponding validation check at each entry and the ways to correct the data

entered. It should then cover information needed by the specific user/groups to

use the system or part of the system while imparting the training of the program

on the application. This training may be different across different user groups and

across different levels of hierarchy.

4.3.3 Operational Documentation

Once the implementation plan is decided, it is essential that the user of the

system is made familiar and comfortable with the environment. Education

involves right atmosphere & motivating the user. A documentation providing the

whole operations of the system is being developed. The system is developed in

such a way that the user can work with it in a well consistent way. The system is

developed user friendly so that the user can work the system from the tips given

in the application itself. Useful tips and guidance is given inside the application

itself to help the user. Users have to be made aware that what can be achieved

with the new system and how it increases the performance of the system. The user

of the system should be given a general idea of the system before he uses the

system.

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4.4System Maintenance

A system should be created whose design is comprehensive and farsighted enough

to serve current and projected user for several years to come. Part of the analysts

expertise should be in projecting what those needs might be in building flexibility and

adaptability into the system.

The better the system design, the easier it will be to maintain and the maintenance

costs is a major concern, since software maintenance can prove to be very expensive. It is

important to detect software design errors early on; as it is less costly than if errors

remain unnoticed until maintenance is necessary. Maintenance is performed most often to

improve the existing software rather than to respond to a crisis or system failure. As user

requirements change, software and documentation should be changed as part of the

maintenance work.

Maintenance is also done to update software in response to the change made in an

organization. This work is not as substantial as enhancing the Software, but it must be

done. The system could fail if the system is not maintained properly.

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Conclusion

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5.1 Scope for Further Enhancement

The application developed is designed in such a way that any further

enhancements can be done with ease. The system has the capability for easy integration

with other systems. New modules can be added to the existing system with less effort.

Currently, the only way for the CSR to know more about the personal Queue

complaints is form the team leader or QA by manual way.

Providing extra facilities can enhance the Complaint Solving module. One of

them is the provision for communication with the QA. Currently while solving the

complaint in personal queue the CSR is getting help from the team leader in a manual

way. A well consistent communication facility can be provided between the CSR and the

team leader. The will help a lot for the CSRs to know weather the complaints are

solvable or not at the time of complaint retrieval itself..

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