2.telecom customer service management 1
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2. SOFTWARE AND HARDWARE REQUIREMENTS
SOFTWARE REQUIREMENTS:
Operating System
: Windows
Database : MySQL
Technologies : Java
IDE : Net Beans, My Eclipse
Browser : Internet
Server : Tomcat 5.0
HARDWARE REQUIREMENTS:
HDD
: 40 GB Recommended
RAM :
512 MB Recommended
Processor : INTEL,AMD
3. LITERATURE SURVEY
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Java is an Object-Oriented, multi-threaded programming language
developed by Sun Microsystems in 1991. It is designed to be small, simple and
portable. The popularity of the Java is due to 3 key elements powerful programminglanguage, applets and rich set of significant object classes.
Advantages of Java
1. Simple
2. Secure
3. Portable
4. Object Oriented
5. Robust
6. Multithreaded
7. Interpreted
8. High Performance
9. Distributed
10. Dynamic
JDBC-ODBC
JDBC is a set of Java API for executing SQL statements.
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1. Two-Tier Model
2. Three-Tier Model
Two-Tier Model:
In Two-Tier Model, a Java applet or application talks directly to the database. Thisrequires a JDBC driver that can communicate with the particular database
management systems accessed. Users SQL statement is delivered to the database and
the results of those statements are sent to the user. This is referred to as client/serverconfiguration.
Three-Tier Model:
In this a middle tier is introduced for fast performance. It sends the SQL statementsto the databases. The results of the query are send to middle tier, which sends them
to user.
getConnection( ) of DriverManager class is used to get connection object.
It prepares Statement Object to prepare SQL statement
The method executeQuery( ) is used to obtain ResultSet and the method
executeUpdate( ) is used to for deleting, updating or inserting records.
1. rollback ( ) and commit( ) are used to undo or permanent save the changes.
Example:
a) Create a data base students in Ms-Access with table student containing the
following fields studid number, sname text, course text and marks number.
b) Create a datasource studentdsn in ODBC for the above database
c) Write the source file , compile and execute it.
11. Remote Method Invocation (RMI):
RMI allows java object that executes on one machine to invoke a method
that executes on another machine. This is the one method of creating distributed
application.
Steps to create client/server application using RMI
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1. Write source code for interface, server and client program and compile them.
2. Generate Stubs and Skeletons classes by compiling server program using RMI
Compiler
3. Install files on client and server machines.
4. start RMIregistry on server machine to map server name to object reference
5. Execute the server program by java server.
6. Execute the client program on client machine by java client local host args
Servlets
Servlets are small programs that execute on the server side of a Web connection,used to extend the functionality of a Web Server.
JSDK: Java Servlet Development Kit (JSDK) contains class libraries to create
servlets. It contains the utility servletrunner to test the servlets. The basic life cycles
of servlets are init( ), service( ) and destroy( ). The steps to create a servlets are
1. Create and compile the servlet source code.2. Start the servletrunner utility.
3. Start a Web browser and reuse the servlet.
Adv of servlets over CGI:
Performance is better. Creating a separate process to handle each client reuest
Isnt necessry.
Servlets are platform-independent, because they are written in Java.
The Java Security Manager on the server enforces a set of restrictions toprotect
the resources on a server machine.
The full functionality of Java class is available to the servlet. It cancommunicate
with applets, databases or other software via sockets and RMI.
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Component Constructor Methods
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Interfaces Class Methods
Servlet GenericServlet Init(ServletConfig sc )
ServletRequest ServletInputStream
Service(ServeltRequest
req, ServletResponseres
ServletResponse ServletOutputStream void destroy( )
ServletConfig ServletExceptionServletConfiggetServletConfig( )
ServletContext UnavailableException
SingleThreadModel
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4. SYSTEM ANALYSIS
In System Analysis and Design phase, the whole softwaredevelopment process, the overall software structure and its outlay are defined. In
case of the client/server processing technology, the number of tiers required for the
package architecture, the database design, the data structure design etc are all definedin this phase. After designing part a software development model is created. Analysis
and Design are very important in the whole development cycle process. Any fault in
the design phase could be very expensive to solve in the software development
process. In this phase, the logical system of the product is developed.
Software Requirement Analysis:
Software Requirement Analysis is also known as feasibility study. Inthis requirement analysis phase, the development team visits the customer and
studies their system requirement. They examine the need for possible software
automation in the given software system. After feasibility study, the development
team provides a document that holds the different specific recommendations for thecandidate system. It also consists of personnel assignments, costs of the system,
project schedule and target dates.
The requirements analysis and information gathering process is
intensified and focused specially on software. To understand what type of theprograms to be built, the system analyst must study the information domain for the
software as well as understand required function, behavior, performance and
interfacing. The main purpose of requirement analysis phase is to find the need andto define the problem that needs to be solved.
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4.1 Problem Identification:
Telecom Customer Management System is aimed to develop to cater the
needs of telecom department. This application can be utilized by the HR departmentof telecom department, New connection department, Collection Centers of the
telecom department and Customer Care Service of Telecom Department. The stake
holders of the project are HR managers, New Connection clerks, Collection Centersexecutives and customer Service representatives of Telecom Department. Thisapplication is designed in three tire architecture in web based technology. The
Software development Life Cycle is RAD Rapid Application Development. This
project is mainly focused on customer care department Customer Care includes the provisioning of various services that address the vital needs of the
customer/subscriber. Customer Care module helps assisting to track and maintain the
information related to the functions such as editing subscriber information, changingTariff plan and applying waivers to subscriber accounts etc only to name a few.
However, Customer Care is bound to provide the wide range of services, which
rightly meets the subscribers need.
4.2 Existing System:
The existing system is developed with COBOL with as400 database. This is a standalone system which is not meeting the requirements of the customer care properly.
Hence the department wants a web based system which can connects all the
department as well as it can be updated with the data every movement about the new
customers. In the existing system time to time as and when the new customers are
adding it can be updated with other system through excel sheets. But there is noautomated system is available.
4.3 Proposed System:
The proposed system is developed in java technologies in web based mode. Thissystem has four modules.
1. Administrator or HR Manager
2. New connections
3. Collection Center
4. Customer Care.1. Administrator or HR Manager: This module is responsible for creating new
user accounts for the employees working all the departments. This module recordsthe details of new employees and issues a user name and password. This modules is
also responsible for modify the details of the employees. This module can create the
policies of new connection for per paid and post paid. This module create the plansand new recharge card tariffs.
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2. New connection counter: This module is meant for recording the new customer
details into the database. This module facilitates with all available plans to the
customers and the customer can choose the right plan for his needs. This moduleissues the phone no once the verification criterion is completed. Through this module
the new connection counter issues post paid or pre paid connection to the customer.
In the post paid there are different plans are available the customer can choose therequired plan according to his choice.
3. The collection Center: This module is responsible for receiving the money from
the customer every month as soon as a connection is given. This module is a
collection center for pre paid or post paid connection. Through this module the topup or easy recharge can be done for pre paid customers and monthly payment can be
received from the customers.
4. Customer Care: This module is responsible for answer any quires of the
customers. Through this module the customers can modify the details of theaddresses contact nos as well as they can also change the plans from time to time.
This module will give complete information of their personal details as well as their
plan and tariff plans. The customers when ever they have any grievance they can callthe customer care and get the proper information about their connection.
4.4 Feasibility System
Feasibility ReportPreliminary investigation examine project feasibility, the likelihood the system
will be useful to the organization. The main objective of the feasibility study is to
test the Technical, Operational and Economical feasibility for adding new modules
and debugging old running system. All system is feasible if they are unlimited
resources and infinite time. There are aspects in the feasibility study portion of the
preliminary investigation
1. Technical Feasibility.
2. Operation Feasibility
1. Technical Feasibility
The technical issue usually raised during the feasibility stage of
the investigation includes the following
Does the necessary technology exist to do what is suggested?
Do the proposed equipments have the technical capacity to hold the datarequired to use the new system?
Will the proposed system provide adequate response to inquiries, regardless of
the number or location of users?
Can the system be upgraded if developed?
Are there technical guarantees of accuracy, reliability, ease of access and data
Security?
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Earlier no system existed to cater to the needs of Secure
Infrastructure Implementation System. The current system developed is technically
feasible. It is a web based user interface for audit workflow at NIC-CSD. Thus itprovides an easy access to the users. The databases purpose is to create, establish
and maintain a workflow among various entities in order to facilitate all concerned
users in their various capacities or roles. Permission to the users would be granted based on the roles specified. Therefore, it provides the technical guarantee of
accuracy, reliability and security. The software and hard requirements for the
development of this project are not many and are already available in-house at NICor are available as free as open source.
Operational FeasibilityProposed projects are beneficial only if they can be turned out
into information system. That will meet the organizations operating requirements.Operational feasibility aspects of the project are to be taken as an important part of
the project implementation. Some of the important issues raised are to test the
operational feasibility of a project includes the following:
Is there sufficient support for the management from the users?
Will the system be used and work properly if it is being developed and implemented?
Will there be any resistance from the user that will undermine the possible application
benefits?This system is targeted to be in accordance with the above-mentioned
issues. Beforehand, the management issues and user requirements have been taken
into consideration. So there is no question of resistance from the users that canundermine the possible application benefits. The well-planned design would ensure
the optimal utilization of the computer resources and would help in the improvement
of performance status.
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5. System Design
Inputs and Output Design
Output Design:
One of the most important factors of an information system for the user
is the output the system produces. Without the quality of the output, the entire
system may appear unnecessary that will make us avoid using it possibly causing itto fail. Designing the output should process the in an organized well throughout the
manner. The right output must be developed while ensuring that each output
element is designed so that people will find the system easy to use effectively.
The term output applying to information produced by an information systemwhether printed or displayed while designing the output we should identify the
specific output that is needed to information requirements select a method to present
the formation and create a document report or other formats that contains produced by the system. Outputs from computer systems are required primarily to
communicate the results of processing to users. They are also used to provide a
permanent copy of the results for later consultation. The various types of outputs ingeneral are
External Outputs, whose destination is outside the organization.
Internal Outputs whose destination is with in organization and they are the
Users main interface with the computer.
Operational outputs whose use is purely with in the computer department.
Interface outputs, which involve the user in communicating directly with
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Output Definition:
The outputs should be defined in terms of the following points
Type of the output
Content of the output Format of the output
Location of the output
Frequency of the output
Volume of the output
Sequence of the output
The proposed system can be designed perfectly with the three tier
model, as all layers are perfectly getting set as part of the project. In the future, while
expanding the system, in order to implement integration touch points and to provideenhanced user interfaces, the n-tier architecture can be used. The following diagram
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will represent the typical n-tier architecture.
Layout Design
It is an arrangement of items on the output medium. The layouts
are building a mock up of the actual reports or document, as it will appear after the
system is in operation. The output layout has been designated to cover information.The outputs are presented in the appendix.
Input Design
Input design is a part of overall system design. The main objective duringthe input designs is as given below
To produce a cost-effective method of input.
Input Stages
The main input stages can be listed as below
Data recording
Data transcription
Data conversion
Data verification
Data control
Data transmission
Data validation
Data correction
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Input Types
It is necessary to determine the various types of inputs. Inputs can be
categorized as follows
External inputs, which are prime inputs for the system.
Internal inputs, which are user communications with the system. Operational, which are computer departments communications to the system?
Interactive, which are inputs entered during a dialogue.
Objectives of Input Design
Input design consists of developing specifications and procedures for data
preparation, the steps necessary to put transaction data into a usable from forprocessing and data entry, the activity of data into the computer processing. The five
objectives of input design are
Controlling the amount of input
Avoiding delay
Avoiding error in data
Avoiding extra steps
Keeping the process simple
Controlling the Amount of Input
Data preparation and data entry operation depend on people, because
labor costs are high, the cost of preparing and entering data is also high. Reducing
data requirement expense.
Architecture Flow
The current application is being developed by taking the 3-tier architecture as
a prototype. The 3-tier architecture is the most common approach used for web
applications today. In the typical example of this model, the web browser acts as the
client, IIS handles the business logic, and a separate tier MS-SQL Server handlesdatabase functions.
Although the 3-tier approach increases scalability and introduces a separation
of business logic from the display and database layers, it does not truly separate theapplication into specialized, functional layers. For prototype or simple web
applications, the 3-tier architecture may be sufficient. However, with complex
demands placed on web applications, a 3-tiered approach falls short in several key
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areas, including flexibility and scalability. These shortcomings occur mainly because
the business logic tier is still too broad- it has too many functions grouped into one
tier that could be separated out into a finer grained model.
6. Implementation
A product software implementation method is a systematically structuredapproach to effectively integrate software based service or component into the
workflow of an organizational structure or an individual end-user.
This entry focuses on the process modeling (Process Modeling) side of theimplementation of large (explained in complexity differences) product software,
using the implementation of Enterprise Resource Planning systems as the main
example to elaborate on.
OverviewA product software implementation method is a blueprint to get users
and/or organizations running with a specific software product. The method is a set ofrules and views to cope with the most common issues that occur when implementing
a software product: business alignment from the organizational view and acceptance
from the human view. The implementation of product software, as the final link in
the deployment chain of software production, is in a financial perspective of a majorissue. It is stated that the implementation of (product) software consumes up to 1/3 of
the budget of a software purchase
Implementation complexity differences
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The complexity of implementing product software differs on
several issues. Examples are: the number of end users that will use the product
software, the effects that the implementation has on changes of tasks andresponsibilities for the end user, the culture and the integrity of the organization
where the software is going to be used and the budget available for acquiring product
software. In general, differences are identified on a scale of size (bigger, smaller,more, less). An example of the smaller product software is the implementation of
an office package. However there could be a lot of end users in an organization, the
impact on the tasks and responsibilities of the end users will not be too intense, as thedaily workflow of the end user is not changing significantly. An example of larger
product software is the implementation of an Enterprise Resource Planning system.
The implementation requires in-depth insights on the architecture of the organization
as well as of the product itself, before it can be aligned. Next, the usage of an ERPsystem involves much more dedication of the end users as new tasks and
responsibilities will never be created or will be shifted.
Software customization and Business Process Redesign
Process modeling, used to align product software and organizational
structures, involves a major issue, when the conclusion is drawn that the productsoftware and the organizational structure do not align well enough for the software to
be implemented. In this case, two alternatives are possible: the customization of the
software or the redesign of the organizational structure, thus the business processes.
Customizing the software actually transforms the product software in
tailor-made software, as the idea of standardized software no longer applies. This
may result in loss of support on the software and the need to acquire consultancywhen issues arise in the usage of the software. Customizing however results in a
situation where the organizational integrity is not adjusted, which puts less pressureon the end users, as less changes or shifts in workflows are required. This fact maypositively add to the acceptance of any new (product) software application used and
may thus decrease the implementation time and budget on the soft side of the
implementation budget.Redesigning business processes is more sensible for causing resistance in
the usage of product software, as altered business processes will alter tasks and
responsibilities for the end users of the product software. However, while the productsoftware is not altered, better support, training and service levels are possible,
because the support was created for the specific integrity of the software.
Implementation Frameworks:The guiding principle versus the profession
Another issue on the implementation process of product software is thechoice, or actually the question, to what extent an implementation method should be
used. Implementation methods can on the one hand be used as a guiding principle,
indicating that the method serves as a global idea about how the implementation
phase of any project should run. This choice leaves more room for situational factorsthat are not taken into account in the chosen method, but will result in ambiguity
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when questions arise in the execution of the implementation process. On the other
hand methods can be used as a profession, meaning that the method should be taken
strict and the usage of the method should be a profession, instead of a guidingprinciple. This view is very useful if the implementation process is very complex and
is very dependent on exact and precise acting.
Organizational and quality management will embrace this view, as a strict
usage of any method results in more clarity on organizational level. Change
management however might indicate that more flexibility in an implementation
method leaves more room for the soft side of implementation processes.
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Implementation frameworks
Apart from implementation methods serving as the set of rules to
implement a specific product or service, implementation frameworks serve as theproject managed structure to define the implementation phase in time, budget and
quality. Several project management methods can serve as a basis to perform the
implementation method. Since this entry focuses on the implementation of productsoftware, the best project management methods suitable for supporting the
implementation phase are project management methods that focus on software and
information systems itself as well. The applicability of using a framework for
implementation methods is clarified by the examples of using DSDM and Prince2 asproject management method frameworks.rony
DSDMThe power of DSDM is that the method uses the principles of iteration and
incremental value, meaning that projects are carried out in repeating phases whereeach phase adds value to the project. In this way implementation phases can be
carried out incrementally, adding value to for example the degree of acceptance,awareness and skills within every increment [F. Von Meyenfeldt, Basiskennis
projectmanagement, Academic Service 1999]. Besides in the management of chance
scope, increments are also usable in the process modeling scope of implementationphases. Using increments can align process models of business architectures and
product software as adding more detail in every increment of the phase draws both
models closer. The DSDM also has room for phased training, documentation and
reviewing.
As DSDM does, the Prince2 method acknowledges implementation as aphase within the method. Prince2 consists of a set of processes, of which 3 processes
are especially meant for implementation. The processes of controlling a stage,
managing product delivery and managing stage boundaries enable an implementationprocess to be detailed in with factors as time and quality. The Prince2 method can be
carried out iteratively but is also suitable for a straight execution of the processes.
The profits for any implementation process being framed in a project managementframework are:
Clarity
An implementation framework offers the process to be detailed in withfactors such as time, quality, budget and feasibility.
Iterative, incremental approachAs explained, the possibility to execute different phases of the
implementation process iteratively enables the process to be executed by
incrementally aligning the product to be implemented with the end-user(organization).
Assessments
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Using an embedded method brings the power that the method is designed to
implement the software product that the method comes with. This suggests a less
complicated usage of the method and more support possibilities. The negative aspectof an embedded method obviously is that it can only be used for specific product
software. Engineers and consultants, operating with several software products, could
have more use of a general method, to have just one way of working.Using a generic method like ERP modeling has the power that the method
can be used for several ERP systems. Unlike embedded methods, the usage of generic
methods enables engineers and consultants that operate in a company where severalERP systems are implemented in customer organizations, to adapt to one specific
working method, instead of having to acquire skills for several embedded models.
Generic methods have however the lack that implementation projects could become
too situational, resulting in difficulties and complexity in the execution of themodeling process, as less support will be available. Managing project delivery is
essential to avoid the common problems of the software solution not working as
expected or crashing out due to multiple users accessing the system at the same time.
The keys to project delivery are: successful implementation of the software, managingthe business change and scaling up the business use quickly.
Successful Implementation
Successful implementation of the software must be planned carefully. In
short there are two key options for delivering the software -- big bang or phased
release:A "big bang" deployment or release software to all users at the same time
Phased deployment or release software to users over a period of time for example by
department or by geographical location. The project needs to make a considereddecision on the best way to release a software solution to the business. Business will
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often choose a phased deployment, consequently reducing project risk because if
there is some problem the business impact is reduced. In addition, the project
deployment of software includes:Cleanup of the "test" environment following successful completion of
testing Preparation of project deployment to the business such as setting up user
accounts to access the system and ensuring any lists of values have valid valuesDeploying the software to the "production" environment ready for normal business
use. Plan and mechanism to back out of production software deployment if the
process goes wrong for some unexpected reason, restoring the business to its pre-deployment state. Some of these ideas have developed from IT Service Management
and its discipline of Release Management - for more background read: Release
Management: Where to Start? Project management should borrow and evolve good
ideas whenever needed.
Managing the Business Change of Project Delivery
Project deployment of the software to the business units such that they are
able to use it from a specified date/time is not enough by itself. Managing thebusiness change is an essential part of project delivery and that needs to include:
Building awareness within the business of the software solution throughcommunication .Developing business support and momentum to use the solution
through stakeholder engagement Planning and executing the training plan for
business users and administrators .Business plan to exploit the use of the solutionand to scale up the numbers of users Setting up and operating a customer board to
manage the evolution of the solution .
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7.SCREENS
Welcome Screen
Administrator Login
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Administrator Screen
Add New Employee
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Modify Employee Details
Delete Employee Details
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Add New Tariff Plan
Modify tariff details
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Delete Tariff
Connection Login
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Connection Screen
Add Connection Details
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View Connection Details
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Collection Login
Collection Screen
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Add Collection Details
View Collection Details
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Customer Care Login
Customer Care Screen
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Add Complaint Details
View Complaint Details
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CONCLUSION
Telecom Customer Management Systems is a multi module project which is
aimed to develop to cater the needs of customer care service. While we were developing the
project in Java technologies we have done some research in domain knowledge. This projectspecifically designed to get the suitable output from different modules to customer care
module which should support the customer care representative in answering all the queriesof the customers and do the modifications in accordance with the customer requests. We
have developed this project in Java technologies. We used html screens to develop user
interface screens and connectivity has been done with JDBC and ODBC connections. We
have developed the database with My SQL.
The project is developed as a part of academic fulfillment of my project
work and submitted to the university authorities. By doing this project we have exposed tojava technologies especially JSP and Servlets with database design and implementation.
Future Modifications and Enhancements:
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Telecom Customer Service Management has become a usual and compulsory
practice for every service provider. It has very high importance in todays competitive
world. The main aim is to satisfy the customers and hence maximize their profits. Thispractice is catching on and may be in the coming future every tiny product will have a
customer service management option for their customers which is a very useful thing to
happen
REFERENCES
Books:
1. Programming the World Wide WebBy Robert W Sebesta
2. The Complete reference to JAVA.
By Herbert Schildt
3. J2EE 1.44 A professional Guide
By Aaron E Walsh
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