Problem Definitions
From compiling the answers of the questionnaires that were given to all employees with ‘Ticket master’, I have been able to identify various problems that arise with the running of the company.
The factor that causes most problems is that data or information can be easily lost or mislaid. Although most of the data is kept in filing cupboard, some information is easily mislaid or put in the wrong place. As a result this sometimes results in delays in processing customer orders or the correct information needed cannot be found. Also customers may miss the events they have booked and paid for which could result in the loss of future business.
This knock on effect delays orders making customers unsatisfied, consequently making the business look unprofessional.
Updating files can also cause a problem as it takes a long time to alter information.
To give information to the customer, whether it is about their orders or just information about new events a letter is written out and sent to the customer. Sending letters to customers also causes problems, as it is very time-consuming to write out letters for every customer and if mistakes are made they need to be written out all over again.
With having several books to input information about the customer details, and events booked, there is often cases of data duplication. Consequently it takes a long time to update information and also results in inconsistency concerning the business.
Another time consuming factor is when we need to look for information about certain orders, or details of various customers. Searching for the information proves a big task as well as sorting out orders.
More or less all of the problems encountered with the business have been described above. I can now begin to think of a suggestion that will hopefully overcome all of these.
Aims and Objectives
From previous analysis into the problems occurring with ‘Ticket master’, I am able to propose various objectives that I hope my new system will achieve.
To begin with, my first objective would be to try and limit, and hopefully stop data being mislaid, or lost altogether. This should then overcome the fact that mislaid information can result in delays in processing customer details.
Another objective to overcome would be that with mislaid data, some customers might miss events that they have booked and paid for, which results in making the business unprofessional. Hopefully I will be able to prevent such things like this happening, ensuring that customers are satisfied with the company.
Updating files can sometimes cause major problems, so this is another objective that needs to be looked at. Currently it takes a long time to alter information because all the details need to be changed. In conjunction with updating information, data duplication also needs to be looked at as with having several books (containing booking details customer details etc) there is lots of duplication that is not needed, and consequently it takes a long time to update information.
As I have said previously in the problem definitions, sending information to the customers can be time-consuming, as the letters have to be written out for every different customer. I am hoping I will be able to suggest a way in which this problem can be overcome, like having a template letter than can be copied for each person.
Another objective concerns searching and sorting of information. If information needs to be looked at about certain orders, or details of various customers, it proves a hard task to sort out and find the information needed.
To main objective which I would like to overcome overall would be to improve the whole way in which the business is ran and present the ‘Ticket master’ as a sophisticated, modern company.
Proposed Solution
Now that I have covered all the problems that can arise within the business, I am able to propose various solutions, which hopefully will be able to overcome the problems in the best possible way.
To begin with I began by looking at the methods that the business currently uses, and how they could be improved. At present, if a customer rings the ‘Ticket master’ hotline to make an order, the telephonist has to check various books to see if there are tickets left for the requested event. If a booking is available, to continue the telephonist needs to take all the details required, such as the customers name, address, bank card details, and membership information.
When all the required information has been taken, the call is finished. The business then has to process the request. They do this by confirming payment with the customer’s bank. When all is confirmed, is then possible to print the tickets.
As I have mentioned in problem definitions, various problems arise concerning the way the business runs at present. One way of overcoming these problems could be to employ more staff with different job requirements, tending to various tasks. Such as employing someone to look after the books, ensuring they are kept as organized as possible. However, with employing more staff there is still the possibility of the same problems occurring, and it is going to be costly to pay the extra staff.
I have considered many options and the one which I will believe to prove beneficial is to introduce a computerised system where they will be able to have a record of all customers with all their details, various events, and maybe even a website to promote their business further and maybe achieve online ordering.
I believe that by introducing a computerised system, I will be able to overcome all the problems encountered.
Justification Of Solution
My chosen solution is to introduce a computerised system into the business with various software and hardware.
There are various applications I am able to use combined with my computerised system to solve the previous problems met by the business. These are discussed below;
Purchasing Of the Shelf Applications Software-
With purchasing off the shelf applications software you are able to use this software to carry out specific tasks whenever needed. The advantages of using of the shelf applications software are that they are reasonably quick and easy to come across. They are also reliable and are fairly cheap to purchase.
The only disadvantage with using of the shelf applications software is that they do not always do exactly what you require. For example this type of software is not designed to cope with the requirements of ticket master.
Off the Shelf Content Free
Off the Shelf Content free software are examples of Access. They allow the user to carry out basic functions, for example; constructing a database of membership.
Advantages of using off the shelf content free software are that they contain good instructions informing the user how to use the software. Also you are able to carry out a lot of various tasks, and the software can be altered.
However, the disadvantages of using this software are that it can be expensive to purchase, and that sometimes it’s not that easy to apply the instructions to the software making it hard to use.
This software will be used with the new computerised system.
Writing Software
It is possible to write your own software for various tasks that is required to run the business. The advantages of writing you own software is that if it written properly it could do exactly what the employee wants.
The disadvantages of writing your own software is that it can be very difficult, and time consuming. Also you may have to get a specialised person to write the software for you. In addition, to write the software you would first have to buy the software program, so it would probably prove more straightforward and trouble free to buy software that has already been written for you.
After comparing the advantages with the advantages, I have come to the conclusion that I will not be using this type of software.
With these suggestions for a solution I believe I will be able to resolve many problems encountered. For example, the main problem is that data can be easily lost or mislaid. Most information currently is kept in a filing cupboard, however many a time the information is put in the wrong place. With a computerised system, this problem should rarely occur as data is able to be saved onto the hard disk of the computer to be accessed whenever needed. Back up disks can also be made, by using floppy disks, so if for some reason vital data is lost, you are able to retrieve it from the back up disk. We are also able to introduce a password system that will ensure that any modification or deletion of data can only be carried out by authorised personnel who would know the password. Hopefully preventing any accidental deletion.
Previously, updating files has been a problem as it has always taken rather a long time to update information. With a computerised system this problem is greatly reduced as all the employee will have to do to update information is access the file, alter the information and click on save. By doing this the next time the file is accessed the changes would have been saved.
In conjunction with updating files, data duplication has also occurred with the current system used by the business. With having various books to input information, such as the customer details and events booked, much of the data is duplicated. We can overcome this duplication because the employee will be using databases to store information so we will be able to link these databases together. We are then reducing data duplication.
To notify the customer of any important information, or for purely advertising, letters were manually written out to each customer, which proved extremely time consuming. With a new computerised system we will be able to make a template that will be able to be saved so that it can be accessed whenever a letter is needed to be processed. This will save time as you only have to have one copy which can be produced whenever needed. Also it is possible to spruce the letters up by using a publishing program where you are able to add colourful logos, borders etc. Making the letters more attractive to the eye.
Another problem encountered is when the employee searches for information about certain orders or customers. This can prove a big task if the information cannot be found or has been misplaced. With a new system you will be able to query certain files by using a search function. This will reduce the searching time dramatically as you only have to type in a keyword for that file and it will be accessed. This will save the employees searching for misplaced files as all the data required should all be on the computerised system already.
With all these justifications of the new system, it seems logical that is the most suitable system to overcome all the problems encountered previously.
Modes Of Operation
An Operating system is a program, or set of programs that manage the operation of the computer. Operating systems can vary considerably in their capabilities. Now that I have decided to introduce a computerised system, I have to discuss the various modes of operation that are available to me, and the ones that I will be using concerning the business. These various modes of operation are discussed below.
Single-user/Single process
This operating system supervises the loading and running of one program at a time, and the input and output of data to and from peripheral devices.
Multi –tasking
Multi-tasking describes how multi-programming can be used on a single-user computer, running Windows 98 or Windows XP, often termed ‘multi-tasking operating system’.
The user is able to switch between one program and another. For example using the word processor in one window, while switching to another window to access a query on a database. Only one programme is being executed at any one moment, while the processor switches between tasks.
Batch
With a batch operating system, a job runs from beginning to the end without any interference from the user. A program written in Job Control Language (JCL) normally controls the runnings of batch jobs. This program can specify the priority of a job, the maximum memory and time required to run the job.
Real–Time
This operating system can be of many different types; process control, information storage and retrieval, and transaction processes.
With these systems the data input to the computer must be processed immediately. However, in transaction processes, or information storage and retrieval, it is acceptable if there is a slight delay of a few second between the processes.
Any real-time system has to be able to respond to events happening at any time. Examples of real-time operating systems are:
- Booking systems for theatres, flights etc. This response time must be not more than a few seconds.
- On-board computers in an aircraft. The response time must be less than one thousandth of a second.
Multi-user
A multi-user operating system is defined as one that allows two or more users to communicate with the computer at any one time, with each user interacting with the computer via a terminal.
I have discussed the various modes of operating systems that are available, and the ones that I am going to apply to the computerised system are;
Multi-tasking
Batch
Real-Time
I will be using the multi-tasking operating system by using Windows and Access. Batch processing will be needed for controlling print jobs, and I will also need to use the real-time operating system for when I have to process a booking where I need the data within a few seconds.
Hardware and Software Requirements
There are various hardware and software requirements that needed to be met with introducing a computerised system. These are shown below.
Hardware
2GHz Processor
A 2GHz processor is needed so that the computer is able to perform all the tasks required and run all the programs necessary. The processor is the main allocation in the computer, consisting of ALU,
512 Mb RAM
RAM (Random Access Memory) is used to store programs and information. A large amount of RAM is needed to speed up the processing.
40GB Hard disk drive
A large hard drive is vital to store all the essential information that may be required by the business. It will be a fixed disk that is sealed inside the unit, and will be this size to ensure that all the information needed can be stored. Fixed disks are fast, reliable and have a big storage capacity.
19” Colour Monitor
A large monitor is needed to easily display the information. A colour monitor may be helpful to design leaflets, letters etc.
DVD ROM
A DVD ROM will allow the user to install various types of software that may be required for the new computer system.
3D Graphics Card
Using a 3D graphics card ensures that the screen update is very fast.
CD Re-writer
A CD re-writer would be a useful device for backing up the information from the computer onto CD’s. This would be helpful because if the system malfunctioned, or there was hard disk failure, the employer would be able to use the CD’s to back-up essential information needed to run the business, such as member details.
56K Modem
A 56K modem would be able to provide the user of the computer access to the Internet. This could enable them to set up a website where members of the public have access to see what various events are occurring in the future, or the business could even achieve an online ordering system. This would be where the public are able to order tickets for an event over the Internet.
Colour Laser Printer
Using a colour laser printer will enable the employer to print suitable desktop publishing applications, such as leaflets or posters. Also the user will be able to print word documents, such as letters to members advertising events. A laser printer produces output of very high quality at high speed.
Software
Windows XP 2002
Windows XP is going to be the operating system used on the computer. This is known as a ‘multi-tasking operating system’ as the user is able to switch between one program and another, for example running a word processor in one window, then running a database in another window.
Microsoft Access
Microsoft Access is a program that offers an easy-to-use database for managing and sharing data. You are able to make forms, queries, or edit various databases. Also the user is able to use access to merge various databases together. The user will use access to store information about the members on a database. Such as the members name, membership number, address and telephone number. A database would also be needed to store information on events, and information on bookings.
Microsoft Word
‘Microsoft word’ is word processing software used to write letters, reports articles, or any document that can be typed. The user is able to use various features to edit the document. Such as;
- Type, delete, move text
- Change font size, and style
- Insert graphics
- Set up templates
- Find and replace text
- Mail merge to send personalised letters to people selected from a list in a database.
Testing Strategy
Testing strategy is an overall plan for how I am going to test my databases. Testing strategies are carried out to ensure that the system is working correctly before it is used. Testing strategies should detect any errors or discrepancies.
There are two testing strategies that I will be looking at;
Black Box Testing
This is functional testing of the system. This type of testing is carried out on the codes used in the programs of the system. To carry out this type of testing, you look at the program specifications and create test data covering program functions, and input and output functions.
White Box Testing
This testing concentrates on structural testing, depending on code logic. To carry out this type of testing, the code of the program is studied, and tests are created which test each possible path at least one time.
An advantage of using white box testing is that it will not discover any missing functions.
Database Testing
Database testing will involve me carrying out various processes to see if it is possible to alter information, query information etc, and what effects these processes have on the varying databases.
Database Testing Continued
Querying
I am going to carry out various queries to see how they affect the database.
Altering
I am going to alter various aspects of the database to see how they affect the database;
Annotating of Code
A) SELECT Event.[Event No], Event.Genre, Event.[Name Of Event], Event.Artist, Event.Venue, Event.Date, Event.Time, Event.Cost, Event.[No of tickets left]
FROM Event
WHERE (((Event.Genre)=[Genre Required]));
The information above is the code for my events query. From the events table I am selecting the following fields that I would like to display; Event Number, Genre, Name of event, Artist, Venue, Date, Time, Cost, and the number of tickets left.
By placing the highlighted text in squared brackets, shown above, I will produce a prompt that will ask the user to select which genre they require when the query is activated, like that shown below;
The output of the query should be a separate table displaying all the events that apply to the genre that the user has entered.
B) SELECT Event.[Event No], Event.Genre, Event.[Name Of Event], Event.Artist, Event.Venue, Event.Location, Event.Day, Event.Date, Event.Cost, Event.[No of tickets left]
FROM Event
ORDER BY Event.Date;
The information above is the code for a query where I am able to sort all the events in their order of occurrence. Like the query previous, I have again selected various fields that I would like to display in my query; Event number, Genre, Name of event, Artist, Venue, Location, Day, Date and Cost.
By using the text that is highlighted, I am producing a query, which when activated, will load a separate table showing all the events stored on the computers hard disk in their order of when they occur.
- The following information is the code for a query where I wish to search for a member.
SELECT Customers.[Customer Number], Customers.Title, Customers.Surname, Customers.[First Name], Customers.[House Number], Customers.[Street Name], Customers.District, Customers.[Post Code], Customers.[Telephone Number]
FROM Customers
WHERE (((Customers.Surname)=[Surname Required]));
Like all previous queries, I have again chosen the various fields that I wish to display in my query. These are;
Customer Number, Surname, First name, House number, Street name, District, Postcode and telephone number.
By placing the highlighted text in the squared brackets, I have chosen to produce a prompt so that when the query is activated it will require the user to enter the surname of the customer that they wish to search for. This is shown below;
A table should then display all the information concerned with the surname chosen.
Evaluation
Now that I have completed my proposed solution of installing a computerised system to the ‘Ticket master’ business, I am able to make an evaluation of if and how I have met my various aims and objectives.
By installing a computerised system into the business, I was able to use various software programs to help overcome all the problems that arose with the previous system. I chose ‘Microsoft Access’, so that the user is able to construct tables of data and save vital information concerning all bookings made. There are three different tables containing information needed by the user. There is a ‘Membership’ table containing all data concerning the member, such as membership number, name, address telephone number etc. There is an ‘Events’ table that holds the information on the events available to Ticket master, and lastly a ‘Booking’ table where information is stored concerning all the bookings. From this I was able to look at how I overcame previous problems encountered.
To begin with, one factor that I hoped to overcome concerned mislaid or lost data. Previously, information about various bookings was stored in a filing cabinet, with not much organisation. As a result, data was frequently mislaid, sometimes even lost altogether. This presented a major problem due to the fact that important information concerning the bookings could not be found. As a roll on effect, with no information, the bookings were unable to be processed fully. However, by using Microsoft Access, the user is able to input information on bookings in the ‘Bookings Table’, by typing the required information in each field, and save the data to the computers hard disk. By doing so, the information is stored on the computers hard-disk drive and will not be mislaid.
Also for extra safety, floppy disks can be used to back-up the hard disk so if for any reason the hard disk fails, vital information can be accessed from the floppy disks.
By having the ability to save and store information on the computers hard disk, I am also allowing the user quicker access to the information as now the user only has to click on the table required and all the information will be displayed. Whereas in the past, accessing data proved somewhat difficult as the information had hardly any organisation and it often was very time-consuming to search for specific data.
In conjunction with the previous statement, searching for information also caused many problems. If an employee wished to access information concerning member details, or event details, such as looking for all music events, it proved very time-consuming, as the employee would have to look in various books containing the desired information. From this they would then have to sort the information for the data that they required.
With the new system, the user is now able to carry out queries that will enable them to enter the information they wish to look at and display a separate table containing the required information. For example, if the user would like to search for all the information on events that come under the genre of ‘Music’, by using the event query, a box comes up prompting the user to type in the genre of the event they are searching for. A separate table will then load containing all the events that apply to their genre choice, which would be ‘Music’. By using queries, information can be searched for at a much quicker rate than previous.
Another aim, which I concentrated on, was that of updating files. Previously any updating was carried out by changing the information stored in the data books. This caused a problem as it was very time-consuming to look for the information that needed to be updated and changed. Also data duplication could arise due to the fact that information is contained in more than one book. With the new system if any information needs to be altered or updated, the user simply accesses the table containing the data that they would like to change. After making the modification to the table, the user simply has to click on the save option. The information is then saved onto the computers hard disk, with no data duplication, where it can be accessed time and time again.
Another aspect that caused some problems was that of sending information to the members. Previously letters were written out manually to each member, which proved very time-consuming and looked very unprofessional. With the new computerised system, the user is now able to use software called ‘Microsoft Word’. This is a word-processing program able to produce letters, reports, articles etc. This enables the user to use wizards to produce letters that can be used as a template, which can be accessed whenever required. This saves the employees from having to write out a letter for each member, and by having the ability to insert pictures into the documents, it improves the professional appearance of the business.
By installing a computerised system I have overcome all of the objectives previously stated. However, there are also some discrepancies concerning the new system. To begin with I would have liked the system to be more user friendly as some aspects of the system can be quite complicated to carry out. For example, making queries can cause a problem, as you have to write the specific data in the criteria box, and if the user was not told how to do so, they would not be able to run the query.
Also it would be quite complicated for the user to carry out certain functions if they haven’t read the user manual. For example how to add or delete fields to the database tables.
Lastly the only other factor which could cause a problem would be that if the employees were not IT alliterate they would have to be trained first to achieve the knowledge of how to use a computer. Whereas the previous system was of easier understanding.
From looking at all the aims and objectives that I hoped to overcome in the past I can conclude that my computerised system has been successful in conforming to my aims. I have overcome the problems encountered with the previous system. Even though there are some disadvantages to my system, the pros outweigh the cons.
As a last conclusion, the installation of my new computerised system has met all of my aims and objectives.
If I compare the steps that it took me to complete the project with those of the time-plan, I believe I kept to the dates of the time-plan, completing each step as best as possible. The only factor that caused a problem was due to the time we are given for holidays, such as Christmas, Easter etc. With these holidays, it delayed the project for around a week or two, but otherwise my time-plan was achieved.