The new system will be using a form based systems that is operated by clicking buttons which is similar as if they were shopping online. From the background and investigation their computers are networked and linked together by a central server. This means that this will stop data duplication. The database will be set up and stored in the central server and will each be individually configured in each work station.
With the new proposed system human errors will be reduced as the database will contain validation to limit what the user can enter and to check that the details that are entered are correct and appropriate. Examples of validations are input masks and range checks. Input masks helps by validating data in specific ways e.g. by date, post code and range checks will set a range of the range that the user can enter. All of the problems of what the current system cannot do such as double booking, lost of information, unorganised timetable system will be addressed as the new system will able to do tasks such as booking a client by date and time stating which negotiator is responsible for them. The system will prevent double bookings because relationships between tables can be set up and linked through their primary keys. The primary key uniquely identifies a record in a table and ensures that no two records in a database contain the same value. This will then help prevent double booking. The system will also log client details and contact details. Also additional information such as the property address can be looked up and allow the negotiator to select which company car is going to be used for the visit. The new system is able to search client information without having to go through several pages if it were a paper based system. Also the users might want to look up history looking at reports to find out which properties people are more interested in.
From my investigation I have found that the current system is unreliable which can cause a lot of problems to the company which is why current system will be replaced by the new proposed system. The paper based system has many disadvantages such as double bookings this means several clients might book the same times with different negotiators. Also Human errors such as hard to read hand writings may cause problems as the negotiator might misinterpret date and times. The diary where the details are kept can be misplaced or lost which will be problematic and inconvenience for the company as this will cause confusion and customer dissatisfaction if their appointments are forgotten or cancelled. The current system can’t do a lot except that as it is paper based it allows negotiators to add specific and additional information. Looking up history is very important to the company as they can come in conclusion which types of properties are popular. The paper based system can look up history but this will be time consuming as you will have to go through several diaries or pages compared to a computerised system. The current system doesn’t have specific tables to sort information apart from dates. It also can’t create a timetable which means that all the information that is written down in the diary is muddled and mixed up as there is no separation from date and time. The negotiator just writes the information in the diary which is time consuming compared to using a computer system. Lastly, the current system cannot create a booking confirmation which in this case will be an appointment slip for the client if they book in person. Problems such as do such as double booking, lost of information, unorganised timetable system will be considered and addressed when creating the proposed system.
However, although the new proposed system is designed to be better and to eliminate the existing problems that the current system have, it will still have constraints internally and externally within the organisation. These constraints are:
-Data Protection Act: This act is mandatory that all organisations that holds data will need to comply to. The company will have to abide by requirements and the eight principles. If the company doesn’t abide by the requirements then the ICO (Information Commissioners Officers have the right to prosecute those who commit criminal offences under the act which could result for the organisation to be reported to the Parliament with issues of concern.
Data must be:
- Processed fairly and lawfully
- Obtained & used only for specified and lawful purposes
- Adequate, relevant and not excessive
- Accurate, and where necessary, kept up to date
- Kept for no longer than necessary
- Processed in accordance with the individuals rights (as defined)
- Kept secure
- Transferred only to countries that offer adequate data protection
-Backup: Back up is related to the Data Protection act as back up ensures that the data is stored safely and updated regularly as if something goes wrong then everything will be gone. This means that the company must have a backup strategy on when to back up and what to back up. They must also make sure that a suitable back up medium is chosen and ensure that this is kept somewhere safe from physical damage.
-Training: the training would depend on the skills set of the users if it is too low so this is an important factor to consider when training the users. This is because the users might find it difficult to use the system if they do not have sufficient knowledge as the system might be too complex. Also it would be difficult if there are too many users of the system as it will be hard to train them one by one. There should also be a staff procedure where it sets out who is responsible for taking care of the system, which is responsible if disaster occurs. Because it will be time consuming to train all the users then only one user at the Herne Hill branch will be trained and this is most likely to be my main contact Raj Tevari who has an intermediate skill level. When he is trained on how to use the system then he will then be able to train the other 3 users in the branch.
-Security: This will be another constraint as every system is vulnerable to computer crime and misuse such as viruses and hacking. The organisation will need to improve and implement their ICT security policy to prevent problems occurring. Also users will needed to be trained and learn their responsibilities on security such as not leaving their workstation unattended with their computers logged on. The staff should know what the implications are if security is breached so they should know their responsibilities. With the new system the users should ensure that they safely log in details and save and then exit the system.
-Design: this is important when designing the system. This is not just about how the system works but what the system looks like. This is important because if the system looks complicated and is too complex then the users might get confused and frustrated on how to use the system. If the design looks too simple then the users might find it uninteresting. Another factor to consider when designing the system is that the design of how the system will overall look. Maybe the client requires specific colours or fonts to be used when creating the system. If the client requires then all confirmation slips and other printed documents to contain logo then this will need to contain logo. After designing the system before carrying out on creating this will still needed to be shown to the client for approval as they might not like the design and may suggest improvements on how to make it better.
- The system is only specific to one branch: this is an external constraint as that the system will have is that it will only be specific to the Herne Hill Branch which means that other offices may not be able to use it. This is because the data stored on the system is specific to what the branch holds. The properties they handle, the clients they handle and the negotiator details that are stored on the system is very specific to the Herne Hill branch which is the only branch that is able to use the system.
2.2 Description of the proposed system
The proposed system will be a booking system. The system works by registering the client and recording visiting times and dates. As well as registering the client the system also registers which negotiator is responsible for this client. The system will prevent double booking and how this works is that the system will have a clear layout of the times and dates which the clients are booked and this is organised according to the names of the client and negotiators, the company cars that will be used and the times of the booking and the address of the houses. The negotiator will be able to choose the month, day and times when inputting the appointment details into the system. This would also be ideal as a database would be better to store information in rather than paper based as this will be more effective as it would be better with time management as writing down all these details will take longer. The system will have a clear layout with individual tables for client names and negotiators. The booking system would then work by logging the names of the client, the time and date of visit, with which negotiator and the address of the properties they are looking to view. All of these essential details are going to be part of the booking system. Also the negotiator can chose which company car they will use for the visit.
Deliverables:
-Booking System: The system that will be handed to the client once finished will be a complete booking system that does what the client requires. It will be able to book client appointments including the times, dates, with which negotiator, which property and the company car that they will be using. The system will include a client form where the users are able to register client information and the booking form itself where the client booking is stored. The booking system will provide a negotiators timetable for the day this is explained further in the next deliverable. This booking system will also show queries and reports on clients, properties, booking and the actual timetable with the dates and times of appointments.
The new booking system will have a lot of benefits compared to the current system that the company is using. The new proposed system will be much more efficient as the company would no longer have to use a paper based system which is vulnerable to physical damage, human error and double booking. The new system will be easier to use in terms of booking an appointment as it is more organised with specific fields for time, date, etc which means that the users could just click to select (for example to insert address) and this will save them time and prevent human errors. Human errors will be reduced as the database will contain validation to check that the details that are entered are correct. This would also make the user’s job of booking easier and faster as the system will work and is operated by clicking buttons which is similar as if they were shopping online. This would save them time as they wouldn’t need to copy up written details of the client as they could just type these straight away. In terms of physical storage having this computerised system will be more efficient as paper based systems requires a lot of storage space as they are accumulated. With the new system it will be stored on the computer memory and can then be backed up. Then the company would no longer have to use a diary to log in details which could be possibly lost or misplaced. All of these benefit not only benefit the users but also the company as the new system is more organised which will have an impact on the way how the organisation is seen by its clients as this will prevent customer dissatisfaction as double bookings are not likely to occur anymore which means cancelling on a client is not very likely.
-Timetable: this will serve as the timetable that the negotiators can stick to. It will say the times of the appointments they are booked for, which client and which property. This will also be better for the company’s time management as the booking system will have a clear timetable that they could stick to and follow. This means that the users are able to sort out any mistakes such as double bookings straight away from looking at the timetable which will prevent future customer dissatisfaction. The timetable will help out a lot as the users will able to know what time their booked appointments are and to prevent booking the same date and time.
- User documentation: this will be a user manual/guide. There will be a paper based copy and a copy in word document format that will be stored in a CD in which they can put into their CD drive for help. This will contain how to start the system, how to enter data, error messages, how to install the system etc. This will serve as a manual/guide to the users of the system. If the users are stuck or experiencing some problems then they may refer to the user documentation for help on what to do. This user documentation will also contain screen shots of what the system is suppose to look like when they are carrying out a specific task which will be more effective rather than just reading instructions. Screen shots will be displayed step-by-step depending on the task that the user wants to carry out. This will be a benefit as the users can refer to the documentation if any problems come up preventing frustration when using the system. Also in the future they will know what to do and what not to do. This will also save time as the user will not have to call the developer/designer for guidance unless help is really required.
-Appointment Confirmation: this is the overview of the appointments booked. It will show the important details of the booked appointment such as the time and date and the clients name. This will serve as a confirmation of all the appointments that are booked. Again, similar to the timetable the users will able to know what time their booked appointments are and to prevent booking the same date and time. This will also be a benefit as it will also serve as a confirmation slip to the client containing the important details about their appointment so they do not forget. This way the client will have printed information that they could refer back for information.
-Project timetable: this is the time when the whole system will be finished by. It will contain times and dates of testing, designing, implementing and installation of the system. This is the time when the whole system will be finished by as the client would need to know this because this will determine when they can replace the old system with the new. This will be very useful to the developer/designer as they will have an organised timetable structure that they can follow when designing the system step by step. This will also be helpful for the client as they will have an insight on the development of the system by date.
-System functionality list: this will contain what the functions of the new system are and its use.
2.3 Documentation of Processes
There are several processes that the system will need to go through before saving a booking. There are inputs and outputs that will be involved. This is the input, processing and output that the system will acquire and process when making a booking. There would be many processes involved in this. Below is an IPSO chart showing what the input, process, output and storage that are involved in the system.
Data Entity Relationship Diagram, Key Fields
This is what the Date Entity Relationship diagram of the proposed system will look like. The booking system will generally have four tables; Negotiators, Properties, Company Cars and clients. We can see that all of the relationships are one-to-many. A client can have many appointments but can only have one instructor and a negotiator may have many appointments but may only deal with one appointment at a time.
DFD of CURRENT SYSTEM: paper based
Level 0 Context Diagram
From looking at this DFD we can see that the current system does not do much. The data flow is very simple. The client name goes into the diary with the appointment day and time. Then the diary displays who the client is and the appointment day and time. Although there are two external entities the negotiator doesn’t input any information to the diary he/she only gets information about the client. This old system will be replaced by the new system which will have more interaction with the user and do more processes. Below is the Level 0 Context Diagram for the proposed system. This is the Level 0 Context Diagram for the proposed system. It gives a high-level overview of the system. The arrows show the data flows. There are two external entities in the diagram; the client and the negotiator. This diagram is very easy to understand. The clients personal details go into the system, so does the visit date and time. This is then similar for the negotiator as their details go in the booking system and the booking system provides the negotiator the timetable. This diagram is very easy to understand compared to a Level 1 DFD which is displayed below.
Level 1 Data Flow Diagram
Below is the Level 1 DFD for the proposed system for the client form and for the actual booking system. It is much more complex than the level 0 as it breaks down the processes of communication. The DFD for the booking system and the client form still has two external entities but the client has been duplicated two times for the booking system. The client gives its details to the negotiator and the negotiator then registers or updates the client details and the details will be saved under the client table. The negotiator will then open the booking form and enter the client ID and record the visit date and time of the visit. They then choose which negotiator will be responsible for the client and the negotiator ID will then be identified. This will then be saved on the systems booking table with details of the booking such as date and time, with which negotiator etc. The negotiators will also have their own negotiator files where their details are saved. Once the client has been booked then the booking details will be printed as this will serve as a confirmation slip that will be given to the client.
Client Registration Form Level 1 Data Flow Diagram
Booking System Level 1 Data Flow Diagram
Client Approval:
Before I could continue with creating the actual booking system the processes will needed to be shown to the client for approval. This is important so they have an idea and know how the processes in the system work. If the client did not understand a process then this would be needed to explain and if they make any suggestions and improvements then it is important that this change is implemented. To get the client approval I went to see my direct contact Raj Tevari who is the Sales Associate for the Branch in Herne Hill who knows exactly what the client requires. I explained to him the processes that the system has to go through and how the communication on the system works. He understood this very well which was not a problem. I then discussed with him the constraints that the system will have and he very well understood that the system can only be used within that branch. He took these constraints into consideration and assured me that in terms of back up and security, their ICT policy is in place. After this I then showed him a list of deliverables that will be produced from the booking system. He is overall pleased with these as they mostly met the client’s requirements. However, he made a suggestion on how the booking system could be improved and what could be added onto the system. To make amendments I provided him with a form which he filled in electronically. This is where wrote the suggestions that I could make with the processes and deliverables.
Amendments Form
Burnetware Sales and Lettings Booking System
Comments: The processes and deliverables are very good. The processes were explained in great detail and the diagrams helped to explain the processes very well. Everything was very well done however I will make a suggestion to add an extra deliverable for the booking system.
Comments on this are listed below and I hope these can be incorporated into the final proposals for the system.
Client:______________________
Date: February 10, 2010
2.4 User Skills:
Interview Transcript from Background and Investigation (1.5 Evidence of the use of relevant investigation techniques):
1. Does everyone use computers and which type of software does the company use?
Yes. Everybody in this company uses computers as it is required. Everyone must have basic knowledge on how to use software to store and produce information. We mainly use Microsoft excel to work out calculations, present graphs and to enter figures. Microsoft Word is the most commonly used one as we use this to type letters to clients. We also use Microsoft access but to only store contact details in our database.
11. Do any of the employees within the Herne Hill Branch have any ICT qualification?
Not any particular qualification. As mentioned from before we have sufficient knowledge on using applications such as word processing software and spreadsheets as this is the most common software used when carrying out tasks for our jobs.
12. So what kind of interaction do you have when using computers?
Well, aside from doing our usual tasks whilst on the job to communicate with other employees, branches and the head office we often use email to send reports, presentations and other documents. Whilst off the job I assume that everyone uses the World Wide Web for leisure such as online shopping.
To find out the level of skill that each user have I asked my contact Raj Tevari whether anyone has any IT qualifications. Above is the interview transcript taken from Background and Investigation. Finding out the user skill level is very important as this will have an impact on how I will design the system. The system should not be too complex or simple depending on the skill that each user possess. User skill will affect design as if the user hasn’t got sufficient knowledge on using a computerised system then they may find it hard and daunting to operate the system. This will have to be considered when designing. The design should aid and match the user’s skills. If the user has a beginner’s skill level then maybe create a system that can be operated by mainly buttons rather than typing in a lot of information. If the user has an intermediate level it is important not to make the system too simple as the system will have limited amount of processes and what tasks it can do. This is why it is important to find out about user skills.
After the interview I then used observation to assess what each user can do when using their existing system. From the observation and interview I have carried out they have sufficient knowledge on how to use applications such as a Publisher and Word Processing as these are the main applications they need when carrying out tasks specific to their job. They also have knowledge on using spreadsheets as they use this to work out calculations, present graphs and to enter figures. However, I haven’t seen them deal with databases such as Microsoft Access although they have a database where client details are stored. This shows that they have a fair knowledge on how a database works. From the background investigation under “1.3 Identification of client and users” each user is mentioned and the roles they take stating which tasks are specific to each role. The administrator is responsible for typing, emailing contacts, preparing details and filing. The negotiator is responsible for showing the properties, negotiating offers and making appointments whilst the Sales Manager is responsible for taking on properties, liaising with clients and progressing sales whilst the Sales Associate is deals with the whole sales within the company, publicity and the image. From the description of tasks that they deal with on an everyday situation it looks like some may need to undergo further training on how to use the proposed system. This is because although they may have knowledge on how to use other applications such as Word and Excel they haven’t really dealt with working with a booking system. They will need training on how the booking system works; how to make a booking, how to register a client, how to delete a record, how to deal with error messages etc. This is important as they will not be able to use the booking system to its full potential if they do not know how to operate this.
This shouldn’t be difficult as they are able to use the internet for online shopping and email. Training them how to use the system shouldn’t be as difficult as the system is a form based system with buttons to click which is similar as if they were to shop online or email. They will be using a database system that is already set up for them so this shouldn’t be too technical. The training will be needed so that they are able to familiarize themselves and able to use the functions of the systems properly.
2.5 Evaluation
The evaluation criteria needs to be objective as this is vital to evaluate objectively whether the new system’s purpose is successful or not whilst ensuring that this is not influenced by personal feelings but is fairly assessed by the users of the system. The evaluation can be both qualitative and quantitative that is derived from the client’s requirements. Quantitative are based on a quantity- numbers, calculations, double bookings. Qualitative are based on quality and is subjective to a one person’s view e.g. user acceptance testing.
EVALUATION CRITERIA
1. Is it easy to book a client?
2. Does it take less than 5 minutes to book a client?
3. Can you select specific days and times when making a booking?
4. Will it work on the company’s PC?
5. Is it easy to delete/cancel a booked appointment or change the date?
6. Is it easy to navigate and use the buttons in the form?
7. Are you able to make update record and save without having any problems?
8. Does the system give you a warning?
9. Does the system give you an error message when entering wrong data?
10. Is it easy to delete/cancel a booked appointment or change the date?
11. Are the text/instructions clear and free of jargons?
12. Does the system allow you to print appointment slips for the clients?
13. Are you able to select which negotiator is responsible for the visit?
14. Are you able to select which car needed for each visit?
15. Are you able to enter the details of the client in fields of title, name and surname?
16. Are you able to select how many visitors are coming for each visit?
17. Are the input screens clear?
18. Does it prevent double booking?
19. Does the on screen form include all the fields that are required/needed when making a booking?
20. Can all the users use the system with ease?
21. Can you load the reports form? Can you see all the available reports that you can view?
22. Do the reports include all the necessary information that is needed on them?
23. Is the user guide helpful?
24. Is the new system better than the old one?
Design and Planning for Implementation
3.1 Alternative Design Solutions
There are many other solutions that can be used when creating a booking system for the Herne Hill Branch. All of these will have its own advantages and disadvantages therefore the best solution should be analysed objectively in relation to the client’s requirements.
The alternative solutions could be:
-Paper solution:
This is the existing solution that the company uses. However, this could be improved by sorting out information using tables with headings for date, time, client’s name and address and which type of property they are looking to view instead of just a diary that sorts into date. There are many advantages when using a paper solution as skill level wouldn’t matter everybody is able to use it. This would mean that no training will be required as they are already used to using this solution. A paper solution is also cheap as no equipment will be required except the actual diary itself and also it is reliable as it wouldn’t break down compared to a computerised system where there is a chance of hardware failure. However, there are many disadvantages. Having a paper solution means that it can take up a lot of physical storage space as once a diary runs out then the company will need to use another one. It is prone to physical damage e.g. spilled coffee and this can also be misplaced or lost and the company will lose all the information as this also can’t be backed up. Human error can also occur such as double bookings and hand writings are very difficult to read. The users can search for history but this will take time as they would have to go through several pages unlike with a computerised system where it can have a search facility. The existing system they have is a paper based. The negotiators use a diary to store information but the diary is not organised enough to sort out information. The diary only sorts to date and time of the visit. These are the reasons as to why the client is seeking for an alternative solution and the main reason why they wanted an alternative solution is to prevent double booking which the paper based solution did not prevent. The client requires a booking system that can make bookings that can store the time and date of the appointment. The properties can also be stored on the booking and with which negotiator is responsible for the booking. The client required a more efficient solution which also saves time as writing down information can be time consuming.
-Web based Solution:
Another alternative solution that can be used is the web based solution. This is a web based application that can be access via a web browser over a network such as the internet. Already this is an advantage as this will require little or no disk space on the client. However, this can be costly as the client pays monthly or yearly but the system will work without having to install to the company’s hard drive. This means that all the company has to have is a computer with internet access. The ease of access is good as the users can book a client anywhere in the comfort of their own home or just in the office. This is an advantage as nowadays more people have access to the internet. Using a web based solution also means that the system can be designed to look exactly like the current system or completely create a new design that the client requires. However, there are some disadvantages which can make a big impact on how the organisation is run on a day-to-day basis. This is because the web based application relies on remote servers through the internet which means that when connection is interrupted then the system cannot be accessed and will no longer be usable. Another big disadvantage is when creating the actual booking system as creating a web solution itself as a lot of knowledge would be required as complicated technological functions are needed to create web pages. The developer would also need to have knowledge on codes as this is used for designing colour schemes and to make the actual system work. This solution wouldn’t be a suitable solution for the client as although it meets the main requirements of creating a booking system that can prevent double booking, register a client, can be operated by clicking buttons etc this solution is not cost effective and the client is not willing to pay for an expensive solution. This also isn’t practical as it not guaranteed that the company will have technical problems with their internet connection. If they have no access in the internet then they are not able to use the system whilst they are in the office. If this is the case then this would mean that they would have to go back to the paper based solution.
-Microsoft Excel Solution:
This is a spreadsheet program that all the users have used before. They use this solution mainly to do calculations and to produce graphs of sales but not for booking. This would be an advantage as no training will be required as it is very simple to use. If this was used to provide a solution then the users could use it to store booking details as it allows creating tables with headings. This means that tables can be sorted according to time, date, negotiators, properties etc. The advantage is that with excel a simple layout can be created which will be easier to use and cause less confusion all the users have to do is to enter information and click save. However, a higher spec machine will be needed as the more records that is the stored the slower the system will be. There are far more many disadvantages if this was used to create a booking system as there will be limit to the amounts of records that can be stored. This would mean that if records are stored a long list will be created which will make it daunting for the user to find the record that they are looking for. This would also be different as search functions are more complex rather than if using a database solution. Although the information can be organised into tables this still wouldn’t guarantee to prevent double bookings as relationships cannot be created between tables. Also the software itself is not designed to store data but for carrying out calculations. This solution wouldn’t meet the client’s requirements as the client is asking is to create a booking form so that it will be easier to manage with the client details stored using a form and a separate booking form where the client can be booked for an appointment. This form would include the time and date of visit, with which negotiator and in which property they want to visit. The main purpose as to why the client is seeking for an alternative solution is to prevent double booking and excel is not capable of preventing double bookings. The users can use this to store information but it will be daunting having to go through list of information and deleting them one by one is the records are no longer required. With the proposed system a solution that will needed to be required is a solution that is able to create a booking form that can be operated by clicking buttons or selecting from a drop down menu and Microsoft excel cannot create a booking form that can meet the clients requirements.
-Microsoft Access:
This is now known as Microsoft Office Access. Microsoft access is a relation management database system and is the most widely used database software as it is the member or the Microsoft office suites. Using this solution to create a system has many advantages in terms of storing data and organisation. Some advantages when designing a system like the client requires is that it is able to create a booking system effectively with the use of tables to create forms. Different tables can then be linked together with the use of relationships which will prevent duplication as the client requires. Queries and reports are also very useful to display the information the client requires such as client details and appointment confirmation. Microsoft Access has a lot of advantages. A booking form would successfully be created by the use of macros which is operated by buttons. Buttons can display commands such as save, delete or add a new record which is very easy and simple to follow. Searching is also easy which means that the users can search for history such as dates of appointments by clicking on a button which will show a report about the appointment or the client. Creating a system using this solution is more reliable in terms of avoiding invalid data as input masks and validations can be set up to prevent the user typing invalid data e.g. an input mask for short date can be created. Look up tables can also be useful when creating drop down menus which can save time as all the user has to do is to select from a menu e.g. title; Mr, Miss, Mrs. The only disadvantages that Access have is that it is not very easy to use and can get very confusing for someone who doesn’t have enough knowledge on what it does and is not an expert. Also some versions are not compatible with later versions which mean that if the client has an old version then they may not be able to use the proposed system unless they upgrade.
The chosen solution:
The chosen solution will be Microsoft Access. This is because it has many advantages and is made for storing information on database. It is the most efficient solution to use as the software is customisable to suit the client’s requirements which is to create a booking system. Tables and forms are very good for creating booking forms and reports allow you to see the booked appointments in printed forms. It is also easy to search for details or history of appointments. The system can create relationships between data and link tables together avoiding redundant data. Also if I find it difficult to use this software there are a lot of support I could find such as manuals, forums, tutorials and books. Duplication can also be avoided by linking tables together. This is very important as this is the main reason as to why the client is seeking for an alternative solution. This solution is the best solution as it meets the client’s requirements. It is able to store client data using a separate form and then a booking form can be created to book clients. This booking form will store the client ID identifying who the client is as this will be linked to the clients table. The booking form will also show the date and time of the visit, allows the user to chose which negotiator is responsible for the visit, which properties they will visit and which car they will take. More importantly this solution can create a booking system which is operated by clicking buttons. Reports can also be created about clients and can also serve as the appointment confirmation and timetable for the negotiator to follow in a day. Overall this solution is the best one in terms of creating a booking system.
3.2 Design for a solution
This is what the Date Entity Relationship diagram of the proposed system will look like. The booking system will generally have four tables; Negotiators, Properties, Company Cars and clients. We can see that all of the relationships are one-to-many. A client can have many appointments but can only have one instructor and a negotiator may have many appointments but may only deal with one appointment at a time.
This shows the relationship between in the entity relationship diagram that was produced in Analysis and Deliverables. This shows how the tables are linked dramatically and the properties that make up each table. This is what the overall booking system will comprise of and look like. The booking table is the main table that the client requires. This is where the client table, car table and negotiator will be linked together through their primary keys. The primary key uniquely identifies each record in a table. This is very important as primary keys may be used to prevent double booking.
Booking Form Design
This is the draft design for the booking form for the proposed system. The booking form wouldn’t actually look like this but will be very similar with the functions and how it is laid out. This is the form where the user can input information about the client such as names, contact details and the appointment details. This would be very easy to use as the user would mainly do a lot of clicking and selecting from the drop down menus with the months, negotiator names, visitor numbers etc. There are also command button such as previous, next, save and delete that does exactly as it says. The users are also able to print of the form by clicking the print button.
Main Menu design
This is the first welcome screen that the user will see with the booking system. This will consist of four command buttons for viewing reports, registering a client, making a booking and exiting the system. These are buttons that the users can click depending on which task they want to carry out. To exit the whole booking system the user will always have to go back to the main menu and click exit. The main menu displays the organisation’s name and their logo.
Client form design
This is where the user will be taken when they click the “register a client” button from the main menu. This form will allow the negotiator to store client details; name, surname, address 1, address 2, city, post code, telephone and email to be precise. All of these important details will be needed if the negotiators need to keep in contact with their clients. On this form the user will be able to register a client, delete, save and print. The same design will be used with the rest of the forms.
Booking form design
This is the form where the users make a booking for the client. The overall layout is very similar to the “Register client” form with the fields where information is entered. Only the booking form is operated more by clicking and selecting rather than entering information. On the left column, all the user has to do is select from the drop down menu which client they are booking an appointment for. The name of the person will be selected and ID of the client will then be shown on the righ t column under “clientID”. This is the same for negotiator, car and time. The user will then select a booking time and booking date of the appointment. On this form command buttons can also be clicked such as add record, delete record and save record. On the booking date field when the user places the mouse pointer over this field a calendar will show in which they are able to select a date for the appointment.
Client Approval:
Before I could continue with creating the actual booking system the form designs will still needed to be shown to the client for approval. If the client did not like the design then this will be needed to be redesigned again taking into account the client’s comments for improvement. To get the client approval I went to see my direct contact Raj Tevari who is the Sales Associate for the Branch in Herne Hill who knows exactly what they require. I firstly showed him the designs of the forms that I created and explained what each form does, what happens when buttons and drop down menus are pressed and what is stored on each field. I explained carefully how each form works and why the fields are there. He understood perfectly on how each form functions but wasn’t satisfied with the design of the form and added additional functions. To make amendments I provided him with a form which he filled in electronically. This is displayed below in which he wrote the suggestions that I could make with each form.
Amendments Form
Burnetware Sales and Lettings booking system design
I took these comments of improve in consideration and redesigned each form. Once finished I then again showed the client the changes for further comments. The client was happy with the changes and gave the approval.
Burnetware Sales and Lettings booking system design
Client: ______________________
Date: ______________________
Main Menu Form Design
Client Form design
Booking Form design
After careful consideration of the improvements suggestions made I have redesigned each form to match the desired requirements. If you are satisfied and happy with the new design then please sign below confirming the approval of the designs. Once approved then the creating and designing of the system can be started immediately. Any suggestions to make the form better can be made by writing comments bellow.
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Signed: _________________________
Report Design
This is the report design where the user can print out information about the client and the dates that the appointment occurred. The report will only show the most important details such as the client names, telephone numbers, post codes and the dates and times of the appointments. The report could serve as the timetable for the day or a history sheet. This is also what the client confirmation slip would look like only the details that will be shown are specific to the client’s appointment.
Client Query (alphabetic)
This is the query design to show the client list alphabetically.
Client List Report
This is an example of the design of the report that is sorted in alphabetical order.
Parameter Search Query
This allows the user to search a client by typing in the client’s Surname in the search box that appears when they click the macro “Find Client”. The search box is similar to the one below.
Client Table Design
Negotiator Table Design
Booking Table Design
Company Car Table Design
Properties Table
3.3 Implementation
This is the timescale in which I plan to complete tasks for implementation, testing and installation. I will be breaking down work into small sub-tasks so that it is manageable to achieve within proposed timescale. This will also make it easier to monitor progress. Easier tasks will only take a couple of days and harder tasks may possible take several weeks.
Implementation Plan
Herne Hill Branch
Training: Because it will be time consuming to train all the users then only one user at the Herne Hill branch will be trained and this is most likely to be my main contact Raj Tevari who has an intermediate skill level. An intermediate skill level is required to work this system as installing can be very frustrating to someone who has insufficient knowledge on how to operate applications/systems on a computer. This system should be easy enough for the users to use. I will be carrying out the training as I am the one who developed the system. He will be trained on a one-to-one basis and when he is trained on how to use the system. I will be training him how to use the forms; adding records, deleting records, making a booking, viewing reports, printing etc. Once he is familiarised with the system and knows how to operate it he will then be able to train the other 3 users in the branch on how to use the system.
3.4 Testing Strategy
It is important that a strategy for testing is produced as this defines what needs to be tested. I will firstly plan a testing strategy for the system. This will be the Unit testing, System testing and User Testing.
Unit Testing: This involves testing the forms, macros, queries and reports. A unit testing would need to be carried out as this will test each component on the system to see if they work. From the implementation plan I already planned out which order of testing I will be carrying out. Breaking down into little sub-tasks will be much easier.
I will be testing each of the forms by using sample test data. This is to see whether the navigation and validations on the forms work. I will be using erroneous and extreme data to provoke failure.
I will be continually adding new records and deleting new records to see if the forms are consistent. The queries would also be tested especially the parameter queries is they work with the assigned macros. It is important that these work as the client cannot be given an irrelevant report with irrelevant information.
Systems Test: This is to test that the whole system works. It is important that the system works for a complete cycle of entries. It is important that the speed and consistency of the layout is tested. More importantly the test should be done against the evaluation criteria as this will determine whether the system really does meet the client requirements. The tests that I will be carrying out are displayed on the right. I will be testing for double booking as this is the main requirement of the client. I will be using erroneous and extreme data to provoke failure.
User Test: This is the last test that I will be carrying out. It is important to get the users to test the solution to see if it works as expected and meets the client’s requirements. This is also to see if the users are happy and to see the system being used by somebody else and if the system is working effectively. The users will use their own data when testing. This will determine whether the client will accept the system.
3.5 Test Plan
End User Test Plan
This testing is very important as it will show the client that the system meets their requirements. Most of the testing that was done here matches the questions done for the evaluation criteria.
Testing and Documentation of the Implementation
4.1 Evidence of Testing: Client form and Booking Form
End User Testing
Evaluation
Evaluation of Implemented Solution
The client wanted a booking system that reduces human error and double booking. This should include the visit time and date of booking, which client is responsible for the booking, the car that will be taken to the visit and how many visitors are coming to the visit. All these information are needed when the booking takes place. These were my main requirements from the client so I went on the design the solution. I firstly analysed all the advantages and disadvantages of the existing solution that they had and from this I developed the advantages of the new booking system that will eliminate all the problems that the old paper based system had such as double booking, lost of information, unorganised timetable system etc will be addressed. I then went on to designing the system taking into account all the processes that it will do and the deliverables that it will produce such as a timetable, a booking form, client form, confirmation slip etc. I then considered the user skills that the users of the system have as this will affect the design. The client has intermediate skill so this was an advantage which means that the design created wouldn’t need to be very simple. Once these processes were in place I went on to designing the system and creating and implementing.
Overall I have created a booking system that is able to book a client and register a client. The system stores the client details which the negotiator can use to look up history and details. The solution I have created had a lot of strengths in terms of storing information. The new booking system now has a clear layout of the times and dates which the clients are booked for. It is organised according to the names of the client and negotiators, the company cars that will be used and the times and dates of the booking and the address of the houses. The tables are more organised which means that the users could just click to select (for example to insert address) and this will save them time. This is an advantage as information is no longer muddled up compared to the old paper based system. The new system will be more effective as the company would no longer have to use a diary to log in details which could be possibly lost. Another strength that the new system has is that it avoids duplication as the client had wanted. This was done by creating relationships between tables that are linked through their primary keys. The primary key uniquely identifies a record in a table and ensures that no two records in a database contain the same value. The system has met the client requirement.
With the new system the user is also able to search records with just one click on a button. They are able to search specific information on a client and a booking. Unlike with the old paper based solution searching in the new system is now quicker instead of having to go through pages and pages of information. Human errors are also reduced as the system contains validations that limit what the user can enter. These validations help to ensure that only accurate data and sensible data are entered as possible to reduce errors. The new system now involves new processes that the old system couldn’t do. Now properties are linked to the booking table where the users can select which property the client is looking to visit. This is the same for the car and the visitors. Before all the paper based system can do was log in the date and time of the appointment and the name of the client. Now it can do so much more and contain more helpful information. This is another advantage as the system now has more features that will be helpful to the user features such as reports. Now the user is able to print out reports showing the today’s timetable or the next day’s timetable which they can follow and stick to. This will be better for the organisation’s time management on how they handle appointments and will also not cause client dissatisfaction as with this new timetable produced the negotiator is sure that they have not forgotten any client. Reports on clients are also available for reference and information that the negotiator can use. Appointment confirmation slips will also be useful for the client if the book in person so that this can serve as a reminder of their appointment with their negotiator.
In terms of the design the system looks professional and meets the design requirements that the client had wanted. The forms are designed with the colour scheme also with the company’s logo on each. The reports are simple and include all the relevant information that the negotiator and the client have to know.
Although the system has many advantages it also has some weaknesses. The system displays some weaknesses in terms of security. The client did not require having a protected system but it would have been better if it was. I wanted to create password for the system to keep the data stored secure but I was unable to do so because of the lack of time and knowledge on how to create passwords. Another weakness is with the reports; some reports created did not contain the specific information that was needed. For example, I have forgotten to include how many visitors are coming to a visit. Also one report failed where the report is meant to show which property is visited the most. I tried creating this report but I could not figure out the right relationships and query design to do so. Whenever the report is clicked irrelevant information is shown. Last, because of the amount of data that is stored on the system it is likely that the system will run slowly as time progresses. I have suggested for the user to delete irrelevant and the data that they no longer need but to solve this problem I should have created an archive file which could store old data. To improve on creating the system I should have explored more options and gained more knowledge so that I am able to incorporate more features to the system. If I had managed my time well then the reports should all be working and contain all the necessary information they need. I could have also added extra features such as parameter queries which can search for dates of appointments which can be really helpful.
Overall, the system has more strengths than weaknesses and proves to be more efficient that the old paper based system. It is able to store client details, make a booking and produce a clear timetable. It can do more tasks that can be useful to the company compared to the old paper based system. The old system might have been simpler but in terms of functions and producing and storing helpful information, the new system beats the old system.
Evaluation Criteria
Now I will evaluate the overall system based on the Evaluation criteria. The evaluation I will be making is not only based on my experience using the system but is also based on the user’s experience whilst using the system. The evaluation criteria are mostly about the client’s requirements. If they have been met then the requirements of the client has been successfully met.
1. Is it easy to book a client/ register a client?
Registering a client takes longer than booking a client this is because the user has to log in the details of the clients first before they can make a booking. The details that are stored are the client’s name, address, telephone number and email. This will obviously take a little bit of time to type down this information on the fields. However, the form is very simple as once the user has finished entering information they can just press save and close. They can now proceed to make a booking as the client has now been assigned a clientID.
Both the user and I found the booking of a client very easy. This is because most work is done by clicking buttons. It is very easy to operate as the form doesn’t need much effort of typing in information. At first it looks like you have to fill in a lot because there are a lot of fields but as the user guide suggests “You do not need to fill in the left part of the form (except for date and time) as this is automatically filled in when the right part of the form is filled in.”
Whilst observing the user handle the booking I have found that he handled it very well and did not ask many questions. The user familiarised himself of the principle how of the form processes information. All the user has to do is select from the drop down menu which client they are booking an appointment for. The name of the person will be selected and ID of the client will then be shown on the right column under “clientID”. This is the same for negotiator, car and time. The user will then select a booking date of the appointment on the left column of the form.
2. Does it take less than 5 minutes to book a client?
Yes, the user is able to book a client for less than two minutes. I was watching the user have a go at booking and he was doing continuous booking for 5minutes and managed to book 6 appointments which exceeded my expectations of booking time. It will not take long to book a client as the form is mainly operated by clicking buttons.
3. Can you select specific days and times when making a booking?
Yes. The booking table has a drop down menu for times. Once the time has been selected this will be stored on the Booking Time field on the left column of the booking form and for the booking date, when the user clicks on the field there is a calendar that the user can click on. This calendar will show the days on the month and all the user has to do is select by clicking the day on the calendar. After this you can save the booking details.
4. Will it work on the company’s PC?
It will work on the company’s PC as I have checked their Operating system myself. Their computers are up to date. They are running Windows Vista with AMD Athlon™ II X3 425 Processor, 3072MB Ram and 120 Hard Drive. The computers specification exceeds what the system needs. They also have Microsoft Office 2007 installed which already includes Microsoft office.
5. Is it easy to delete/cancel a booked appointment or change the date?
It is very easy to delete and cancel a booked appointment. This is because the form has buttons which can instantly delete a record. All the user has to do is click this button and an error message will come up asking if they are sure. If they click YES then the booking is deleted.
6. Is it easy to navigate and use the buttons in the form?
Yes. The buttons are really simple to use. The icons used are very familiar as they are similar to existing systems. Without explaining what each button does the user already knew as they are familiar with the icons. There is a next and previous buttons, go to first record and go to last record buttons, delete record, add record etc buttons which helps navigate and operate the system very easily.
7. Are you able to make update record and save without having any problems?
I tested this myself and repeated the process 5 times. The record is updated and saved instantly without having any problems. The user did the same for the user testing and found no difficulties.
8. Does the system give you a warning?
When deleting information it gives a warning asking if you are sure to delete a record.
9. Does the system give you an error message when entering wrong data?
Also because of the validations the system gives the user an error message when the wrong data is being entered e.g. typing in the wrong email or post code. The system will send an error message and prompts the user to enter the right information.
10. Are the text/instructions clear and free of jargons?
From testing and using the system myself I will say yes. This is because I designed the system carefully ensuring that the client understand each processes without using complicated words and commands that they will not understand. This is why I put validation texts so that error messages are understandable. The client seems to find no complicated process from observation and understood the processes very well.
11. Does the system allow you to print appointment slips for the clients?
Yes the system allows printing appointment confirmation slips for the client. However, this will need more explaining to the user as he has mistaken the appointment confirmation report for the whole timetable for the day. So instructions will need to be more clear.
12. Are you able to select which negotiator is responsible for the visit?
There is a drop down menu where the user can select which negotiator is responsible for the visit. Once selected the negotiator ID will then be identified. The user found this very useful.
13. Are you able to select which car needed for each visit?
Yes. There is also a drop down menu of how many visitors are coming to the visit. All the user has to do is drop and select. Only a maximum of four visitors can come to a visit.
14. Are you able to enter the details of the client in fields of title, name and surname?
On the client registry form all the information required can be entered on each specific field. To help speed up the entry a drop down menu for title is used containing Miss, Mr, Mrs, Ms. Also the default value for city is London but the user is able to change this.
15. Are the input screens clear?
I designed the system to look simple and clear. This is because I do not want it to look too complicated with a lot of information crammed in to one form. The design also is very simple. The client did not want a too simple and “boring” design so I followed what they wanted and used a colour scheme which matches the company’s logo.
16. Does it prevent double booking?
Yes it does. This is because of the way the relationships are linked together through their primary key. They primary key ensures that no duplication occurs.
17. Does the on screen form include all the fields that are required/needed when making a booking?
Some forms include all the relevant information. However, on the timetable I have failed to put down information of how many visitors are coming to the visit. This can make a difference as I wouldn’t know what to expect whether a lot of people are coming. They may not fit in the car or the property.
18. Can all the users use the system with ease?
This isn’t tested yet as only one user was trained but seeing as the one user can use the system really well I do not see why the others should struggle. The system is very similar as if they were shopping online. It has the same principle.
19. Can you load the reports form? Can you see all the available reports that you can view?
Yes. The reports can be loaded. The main reports are the client report and confirmation report. There are 6 reports available in which the user can choose from which report they want to view. However, I found it difficult to create a report on the most visited property.
20. Do the reports include all the necessary information that is needed on them?
Not all of the reports but mainly the client confirmation report and timetable. However, I found it difficult to create a report on the most visited property. When I run the query irrelevant information was shown. This was one part of the system that failed. Also the visitor information wasn’t included in the client report timetable.
21. Is the user guide helpful?
I have created the user guide to include all the relevant information that I can think of considering about the user skills. The user guide includes information on how to install the system, what you need to install the system, how work the forms, how to deal with errors etc. Hopefully this contains enough detail for the client. I have already shown the user guide to the client and let them install and configure it themselves. The client has successfully installed the system and run the system themselves.
22. Is the new system better than the old one?
This question can only be answerable by the client. In my opinion the new system just makes the booking of client much more efficient as the booking is stored electronically. The client details are also stored in the database which can be useful if the negotiator wants to contact the client again. The system is stored in a hard drive which means that it can be backed up and the risks of misplacing the solution can be eliminated. The system brings a lot of advantages. However, it is up to the client to decide whether the new system is better than the old system.
Candidate Self Evaluation
Overall I think that I have met most of what the client requires. However, I feel that I have not worked to the best of my ability. I should have managed my time well in order to have gained more knowledge in using Microsoft Access. If I had more knowledge then I could have incorporated more useful features to the system and made sure that everything works as expected. Researching and analysing was my strength. Based on researching information about what the client wanted I have done this very well. Similar to analysing the problems of what the old system has and creating a plan on how I could eliminate these. Drawing up the advantages and disadvantages helped me device a plan on how I could create and design a much more efficient system. My communication with the client was excellent as I always made sure that I updated the client about the progress with my work. I made sure that every step of the design the client was included. This is because it is important to get client approval on my designs. It is better to get feedback on what I can improve on before moving on to the next stage. This is because if I did not communicate and ask the client for improvements then I might have produced a system that did not fit their standards and match their requirements. This was one of my strengths. I always made sure that the client saw my work and know my progress. This way I am able to improve and create a better system.
In terms of the usability of the system, I carefully considered all the users skills and what they can do. I have made the system very easy to operate by mainly the use of buttons. I also made sure that it was free of jargon by setting validation texts so that users are able to understand error messages well. Also when writing the user documentation I made sure that I used simple English in which whatever level of skill the user has, the user guide will be easy to read, easy to interpret and complete. I made sure that all the relevant information about how to install the system, work the system, how to deal with errors are written on that user guide.
My weakness in creating the overall system is my time keeping. Although, I have set a time plan for implementing I still did not stick to this plan and just started working on the system fully when it was nearer to the submission date. I should have planned my time well so that I am able to work to the best of my potential and to make further amendments to the system and my coursework as there would be more time. The more time I had the better the chances of improving. Lastly, because of my time management I had knowledge to work the software but did not have extra knowledge. If I had more time then I would have able to learn more of what other things I could create using the software and extra functions would have been added for example security of system. Also if I had more knowledge then everything on the system should be perfectly working. Evaluating my performance helps me on how I could improve in the future. I should manage my time well, stick to plans and learn more information.