Giant Forest Restructuring Hotel

Enterprise Resource Planning

System Project

Large Project Version 2

Philip Masopust

Matthew Fazo

Eric Keefe

Contents

Company Overview......................................................................................................3

System and Problem....................................................................................................3

Analysis and Possibilities..............................................................................................4

Recommendations.......................................................................................................5

Charter Document........................................................................................................6

Technical Analysis........................................................................................................7

Operational Analysis....................................................................................................8

Economic Feasibility.....................................................................................................8

Tangible Benefits..........................................................................................................8

Intangible Benefits......................................................................................................8

Project Scope Statement..............................................................................................9Problem/Opportunity-.........................................................................................................9Project Objectives-...............................................................................................................9Project Description-............................................................................................................10Business Benefits-..............................................................................................................10Project Deliverables-..........................................................................................................10

It Project Scope-.........................................................................................................10

Task Responsibility Matrix..........................................................................................11

Preliminary Project Schedule......................................................................................11

Project Risks...............................................................................................................11

Baseline Project Plan..................................................................................................12

Event Tables...............................................................................................................12

Use Case Diagrams.....................................................................................................15

Use Case Narratives....................................................................................................18

Conceptual Data Model:.............................................................................................21

Input Screen...............................................................................................................22

Output screens...........................................................................................................24

Dialog Diagram...........................................................................................................26

Logical Designs of Data Tables....................................................................................28

Physical Design Database Specifications.....................................................................28

Testing and Test Cases................................................................................................30

Implementation and Installation................................................................................31

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Company OverviewThe mission of Giant Forest Inn is to provide full 5-Star hotel and cottage services

to a high end clientele. The mission of the information system is to modernize the Giant Forest Inn system while still providing individualize service to make the customers feel like celebrities by tracking the day to day activities and services, and improving all services provided.

System and ProblemThe work system that is being analyzed is the customer database, reservation

system, service/amenity system, and website interface. A redesign of the web interface will attract and track customers. Improving automation in the system will enable GFI to reduce cost and improve customer service. The problem with the current system is that it underutilizes resources and limits customer satisfaction. Billing is currently manual and may not be accurate. The individualize attention that customers receive needs to be preserved in order to maintain customer expectations. The transition to a new system will be difficult while the facility is still under operation. Training of new employees will need to take place. The current website will be replaced/reservation system will be disrupted and may cause customer confusion and loss of bookings. The workers and customers will not be used to the new processes or requirements for services which will lead to confusion and frustration, leading to unsatisfied customers and workers. Lack of technological improvement and training from management to workers has resulted in an outdated system. Customer transition to a new system will be hard because they expect individualized services. Getting them too used a new system will be a challenge and will require the new system to be very user friendly.

Keeping individualized, personal customer service will be necessary, so a completely automated system will not work in Giant Forest’s case. Quality of service and communication between organizational entities needs to be in place to ensure synergy in service.

Work System Snapshot(Current System)

Giant Forest Inn is a five star hotel and cottage facility that spans 180 rooms divided between rooms and cottages. The hotel prides itself on individualized customer service and old world charm that provide guests with a unique experience that treats them like celebrities. The current management system that governs bookings, check-in and out, amenities, services, and billing is customer centric to allow for personal service however it has become an hindrance to the growth and efficiency of the hotel.

Customers Products and Services Current and future employees of

Giant Forest Inn Current and Future guests of Giant

Forest Inn Management of Giant Forest Inn

Reservations and booking by mail or phone

Billing and receipts delivered by hand

Five star food Individualized customer service and

charmWork Practices

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A guest can make a reservation through the phone, mail, or on a first come first served basis as a walk in. A confirmation of their reservation is then mailed out by post to their address.

When a guest checks in they have to present a credit card or some sort of identification to reference their reservation and a credit card or cash deposit to begin their stay.

Rooms are referred to by name and guests expect employees to know them by name throughout their stay

Guests can order services, food, and amenities by charging things to their room; however they are only presented with a bill at the end of the day. The employee makes note of what they want and deliver it to their room at the end of the day.

A final bill is hand delivered to a guest’s room on the last night of their stay. If there are no issues with the charges the balance is put on their on file card or by check in the morning.

Participants Information Technologies Guests Hotel Employees Hotel Owners

Billing and receipt information

Reservation information

Customer preferences and names

Phone and mail systems

Filing Manual delivery of

receipts Human memory for

names

The customers are the guests who pay for housing, catering, and or other services provided by the Giant Forest Inn. These guests currently enjoy the quality and celebrity feeling that they experience while staying at this Inn. This is important to them as well as the accuracy and convinces that the system provides, such as adjustable bills and customer identification. The products and services currently produced by the work system are considered to be of five star quality. This high level of quality is important to the Giant Forest Inn as well as the customers who reside there.

The work practices inside the system are performed well, but they can be viewed as possibly slower when compared to current day systems. This current work system is low tech and most of the day-to-day operations are done by hand, when they could be automated to help save time and money. The roles, knowledge, and interests of work system participants are currently matched to the routine of performing each business activity by hand. The work system’s design and goals are for a more automated work system, which, could cut jobs or roles in the business, but could also open up new ones for employees with computer knowledge. Some however could have interests in the current work system, as well as a lack of knowledge to operate computers.

Analysis and PossibilitiesBetter information will allow for the Giant Forest Inn to meet the demands of

customers in a fluent manor. The information that will be stored into the new system will allow them to more easily establish bill tracking and room tracking services. The bill tracking system being very important to the customer due to its convenience will provide the customer with a more enjoyable stay. The new technology will integrate the customer database, room tracking, billing, as well as customer services. With the integration of these systems under one ERP system employees and managers are able to better observe and control the day-to-day operations. Customers will have all of their purchases and

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activities automatically scanned into the system via RFID chips that will be implanted into bracelets that will be handed out to customers.

The current system that is in place has no link to any other system so there is no current environment for the new system to interface with. The Giant Forest Inn is not part of a chain of hotels meaning there was no need to have a connection to another system.The current infrastructure that is in place at Giant Forest Inn is outdated. It gets the job done, but the system we will be implementing will update and enhance all of the involved infrastructure. In time our new system will take over for the old infrastructure that is in place. We will use as much as possible from what is already available to integrate our new system and replace or install what will be necessary to run the business to its highest potential. We will make the system specifically for the use of a hotel dealing with high-end clients.

The system that is in use now meets the needs of the customers but does not meet the needs of management and employees. The new system will encompass all of the issues that management and employees have with the old one. We are going to provide for the high-end clientele and also supply management with the information needed to run the business smoothly and gain higher profits. The system that is in use meets the needs that are requested by the customers but in a way that makes it very hard on employees. Since the system was made for the use of hotels that do not deal with high-end clients, the managers and employees need to work harder in order to me the demands of the customers. Much of the clients information is all on paper, which makes it more difficult to organize, in turn making it harder on employees to maintain the needs of the high-end clientele. These issues will all be computerized in our new system.

RecommendationsWe recommended updating and restructuring the system to accommodate the

high-end clientele needs. The web interface will be integrated with the customer database, reservation, and the services and amenity systems. With the attention to the specific and unique details that are requested by the customers, the new system will be able to meet the needs of both them and the employees better than an borrowed system that would be designed for other specifications. We believe that the system that we are recommending will exceed the capability of the already existing systems for this type of business. We expect that the needs of this unique customer base will not be met by pre-existing systems which is why we need to develop a unique system for Giant Forest Inn.

The recommended changes will address each of the specified problems that Giant Forest Inn has released to us. Our goal is to improve automation, but still maintain the personal customer services that each guest needs and deserves. The system will aim to encompass all of the customer tracking, check-ins and outs, as well as customer purchases, this way employees will have an easier time meeting the needs of the clients, in turn more returning customers which means higher revenue. The new cost would be to implement the needed software as well as the accessories that will be needed by the employees. An issue that they may have is the time it will take for employees and customers to get used to the new processes and requirements of services, which may lead to confusion and frustrating, possibly leading to unsatisfied customers. This means the

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new system will have to be very user friendly in order for employees to be able to utilize it to its highest potential.

Charter Document

BIS370 Group #5

Project Charter prepared: 11/22/11

Project Name: Giant Forest Inn ERP System

Project Manager: Philip Masopust (masopustp@my.easternct.edu)

Customer: Giant Forest Inn

Project Sponsor: Roger Morris and Bill Manger

Project Start/End (projected):

Project Overview: This purpose of this project is to analyze the systems of Giant Forest Inn and offer suggestions a comprehensive redesign that would take advantage of recent technology to modernize and streamline the operations.

Objectives: Provide a web interface to make reservations, with automatic mailing of

reservation confirmations. Track room status Track room cleaning and laundry Track all services and present the guest with a bill at the end of each day

Key Assumptions: System will take advantage of latest technology System will not change the experience of the guests or image of the hotel System will increase efficiency and modernize the hotel

Stakeholders and Responsibilities:Stakeholder Role Responsibility Signatures

Philip Masopust Consulting manager System analysis and design

Philip Maospust

Matt Fazo Project Consultant System analysis and design

Matt Fazo

Eric Keefe Project Consultant System analysis and design

Eric Keefe

Roger Morris CFO Provide historic Roger Morris6

economic numbers and feasibility assessments

Bill Manger CEO/Owner Provide project requirements and

organizational information

Bill Manger

Provide a web interface to make reservations, with automatic mailing of reservation confirmations.

Track room status Track room cleaning and laundry Track all services and present the guest with a bill at the end of each day

Once the analysis and design components of the project are completed a presentation will be delivered that will go over the key points of the system and design. Group #5 will also be responsible for developing a plan for testing, implementation, and installation of the system. The project will culminate in a written report to be handed in detailing all of the analysis and design decisions and examples.

The project will be completed in two parts; Deliverables 1-14 will be submitted by 11/15/11 and 1-19 on 12/5/11. Group #5 agrees to adhere to specified project deadlines and deliverables according to the class syllabus and requirement of Giant Forest Inn. Changes to requirements of deliverable dates will come from Professor D. Petkov as the project develops or as the semester dictates.

Technical AnalysisThe project risk is low; this system would be manageably implemented into the

Giant Forest Inn. The costs of this project would be involved with the additional hardware installations as well as software installations and procurement. There will be service fees tied to training employees in this new software as well as fees for the setup and design of this software. The main expenses will be based upon the overall design of the database being utilized and the hardware installations involved along with employee training to use this technology successfully. A recommendation of using two severs, one severs on-site and one server off-site would be beneficial to this organization, to have data backed up in case an event like the previous fire does reoccur. Employees will have PDA devices on them to be able to tally up receipts for guests quickly and easily. These PDA devices will wirelessly connect with the servers and store data. A wireless router would have to be installed in order to achieve this. Internal wiring will have to be done in order to establish wired connections between computer stations. A database developer would need to be hired in order to create a user-friendly database system that can display vital information about each guest and track purchasing patterns. Also a website

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developer would be required in order to update the current existing website to include accounts that would be connected to these established servers. Wireless devices would have to be established on washers and dryers in order to track laundry services.

Operational Analysis

This proposed project has been designed to meet the needs in customer tracking and account management, while tracking all Giant Forest Inn services and operations. This project will bring about new technologies that will aid in the overall collection and maintenance of information and communication of Giant Forest Inn’s operations, services, guests, and room status. This will involve design, setup, procurement, implementation and training. This project will be designed over the course of two months in order to make these accounts accurate, user friendly and tested thoroughly before installation. This system will make receipts for guests easier to manage and will result in less mistakes. Customer tracking will aid in providing customers with a more personal experience while increasing sales be recommending previously purchased items. The internal workflow will become more efficient and guest signing in and out will be faster. Guests will be informed of room availability and will be aware of their laundry services and other services, which will be constantly tracked.

Economic Feasibility

The tangible benefits of this new work system will be error reduction, cost reduction, increased speed of activity, improvement in management planning, and improved customer retention. The intangible benefits are more timely information gathered and managed. Greater achieved reputation of organization brings about more customers, boasting employee morale by making their jobs easier and an increase in sales opportunities through the web driven market. These can be shown below:

Tangible BenefitsFirst 5 years of new system

Error Reduction $1,500Cost Reduction $11,000Increased speed of activity $13,000Improvement in Management planning $1,200Improved customer retention $97,000Total Tangible Benefits for first 5 years $123,700

Intangible BenefitsFirst 5 years of new system

More timely information $27,000Greater Reputation $53,000Employee Morale $9,000Increase in sales opportunities $44,000

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Total intangible benefits for first 5 years $133,000

Break Even Point in Years

1 2 3 4 5 60

50,000

100,000

150,000

200,000

250,000

300,000

$ Profit$ Cost

Project Scope StatementProject Name: Giant Forest Inn IS analysis and redesignSponsor: Giant Forest Inn and Eastern Connecticut State UniversityProject Leader: Philip Masopust

Problem/Opportunity-Giant Forest Inn has seen increased business that is outpacing its aging customer

management and operation management systems. Efficiency problems and outdated technology/communication practices have cost the inn money and potential customers. In order to remain competitive and retain a customer base Giant Forest Inn needs a redesign of the IS that controls operations and customer relations.

Project Objectives-Complete an analysis and design for a new software solution for Giant Forest Inn

that enables the hotel to effectively manage resources and serve customers. The will enable the hotel to remain competitive with more modern offerings and retain its customer base in order to remain a profitable venture.

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Project Description-A new IS system will take advantage of recent technology in order to incorporate

a more efficient business practice and facilitate in the customer experience. PDA’s will be deployed to assist in service and customer tracking. An ERP system will be developed that will hold all customer information so that it can be processed and aggregated in order to develop a better understanding of customer needs and expectations and how to deliver them. The new system will also enable employee to be more efficient through effective scheduling and peak hour/service calculations.

Business Benefits-Improved customer relations and communicationsLower operating costs and more efficient employee practicesHigher revenuesImproved customer satisfaction Competitive edge resorted

Project Deliverables-

A system that is able to;

Provide a web interface to make reservations, with automatic mailing of reservation confirmations.

Track room status Track room cleaning and laundry Track all services and present the guest with a bill at the end of each day

Human interface designDatabase designTesting scheduleImplantation and installation plan

It Project Scope-

In order to meet all of the deliverables and system requirements outlined by Giant Forest Inn a major redesign of the IS needs to take place. The redesign/design of a reservation system, front office system, and service management system is needed for management to get a clearer picture of day to day operations and be able to use that data to better the business a management information system (MIS) will be developed that will hook into all of the other systems to pull data and reporting information. Significant hardware will also be needed in the form of mobile devices for staff and managers, employee terminals, guest room terminals, phone and data cable/infrastructure, servers to run the systems, and access to the internet for customer contact and website uses. After the new system is installed the option to implement a back office management system that incorporates accounting, inventory management, human resources, and other duties is possible if a need is found by management.

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Task Responsibility Matrix

Task Project Team

Management Employees

Marketing

Accounting

Install New Web Interface R I I C C

Incorporate Check-in/outs R C I I C

Install New Customer Service system

R C C I I

Integrate Personnel system R I I R I

Integrate Accounting system R I I I R

R = Responsible C = Consult I = Inform

Preliminary Project Schedule – Gantt Chart

Tasks week 1 week 2 week 3 week 4 week 5 week 6 week 7 week 8 week 9Project Plan/Development XXXXXXXXXXXXXXInternal Wiring XXXXXXXComputer Installations XXXXServer InstallationsRouter InstallationsLaundry wifi devices installed XX

Database development XXXXXXXXXXXXXXXXXXXXXXXXXXXXSoftware Installations XXXXXXXPDA distribution XXEmployee Training XXXXXXXRoom tracking devices XXXXXXXWifi printers installedWebsite development XXXXXXXXXXXXXXXXXXXXXXXXXXXXStress testing of new system XXXXXXXXXXXXFob distribution XX

Giant Forest Inn - Gantt Chart

XXXX XX

XX

Project RisksMany risks can be involved with this project; one of them is lack of employee

training, which could greatly hinder the operation of the hotel’s staff. These new devices and software could cause confusion among guests and staff that could cause the amount of day to day on the job mistakes to increase. This could also hinder a customer’s experience especially a customer who may prefer the more traditional approach to doing business, which The Giant Forest Hotel has done for many years. There may be technical glitches with these devices or software systems may act up. The website is going to

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become an important channel of communication between the Giant Forest Hotel and it’s customers, making reservations might find it to be more difficult to do online. If these online accounts are not easily accessible it might prolong customers checking in and checking out, which can be discouraging. If a fob is lost or used by other guests it could cause many problems, if not handled properly. Installations could be improperly done along with the internal wiring, which could cause stations to be separated from the server being useless until corrected. These stations may be unwelcomed by guests or established in crowded areas of the hotel, which could make them unwieldy. The database development and software choices could be poorly made hindering the potential of this new system and slowing done valuable processes.

The development of this project is key and could greatly endanger the rest of the project if even the smallest step is not dealt with the proper amount of planning. If something would have to be rescheduled it could greatly delay the whole project. It is important to distribute resources well in order to prevent any delays, also the hiring of electricians and developers must be made in advance to have each task completed on time. If a connection between the router and server were lost it would require maintenance in order to continue operating through this system. If security systems on PDA, computer stations, and on the website fail it could place customer accounts at risk, which would damage the hotel’s prosperous reputation. This system is has to be easily managed and maintained to produce proper reporting and application. It is important that everything will run smoothly and efficiently in order to be convenient for both the customer and the employee in order to provide a better stay at the Giant Forest Hotel, but this system has to win over the acceptance of its older and newer customers in order to prevail.

Baseline Project PlanA new IS system will be designed that will effectively manage resources and

better serve customers. This system will provide a customer interface and user environment in order to better track and manage customer accounts. The project will be thoroughly planned out and developed before any task is performed. Then services will be contacted and hired in order to complete tasks by dates, electricians will be needed for rewiring along with computer technicians to install servers and other hardware. Developers would be hired in order to create a database and website. After the hardware and software has been taken care of for this system. Devices on laundry machines will be put in place and employees will receive PDAs in order to operate customer transactions wirelessly, with the aid of new wireless printers, which will be installed to print out receipts. Employees will be trained to operate this system and of course this system will undergo a durance of stress testing before fobs are distributed to customers and the online website becomes public.

Event TablesEvent Event Description Actor Input/output

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No.

Making Reservation1 Customer requests desired dates for

reservationCustomer Input

2 Employee inputs dates into system Employee Input3 System searchers for vacancies System Output4 Customer is provided with room

optionsSystem Output

5 Customer selects from available rooms

Customer Input

6 Request payer details System Output7 Input payer details into system Employee Input8 System marks room as booked System Output9 System automatically sends customer

an email and hard copy of reservationSystem Output

Payer Details1 Request payer name Payer Input2 Request payer address Payer Input3 Request payer phone number Payer Input4 Request credit card for holding room Payer Input5 Payer provides information Payer Input6 Credit card is verified Employee Output7 System creates account for payer System output8 System marks room as booked System Output

Check-in1 Guest provides credit card that was

given during reservationCustomer Input

2 Employee checks system for reservation

Employee Output

3 Employee marks guest as arrived into system

Employee Output

4 Guest receives room keys System Output5 Bags are taken to room by hotel

employeeEmployee Output

Leasing1 Customer request lease on a room for

1+ monthsCustomer Input

2 Customer is given room options System Output3 Customer selects from available

roomsCustomer Input

4 Request payer details Employee Output5 Input payer details into system Employee Input

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6 System marks room as booked System Output7 System sends copy of lease to

customer (to be signed at check-in)System Output

8 System automatically sends customer an email and hard copy of reservation

System Output

Charging services/goods to name or room

1 Guest requests service or good from staff

Customer Input

2 RFID tag of guest is scanned through PDA

Employee Input

3 Good or service is ordered through PDA

Employee Input

4 The amount of the good or service, time, and place are entered into a database by the ordering system

System Input

5 Security camera footage of the order is tagged by the ordering system for proof of purchase

Security Input

6 Staff deliver goods/service to customer

Employee Output

7 Security camera footage is tagged of the customer receiving good/service

Security Output

8 Staff marks good/service as delivered to customer

Employee Input

Check-out1 System prints bill the night before stay

is completeSystem Output

2 Bill is hand delivered to guests room the night before they leave

Employee Output

3 Guest reviews charges Customer Input4 Bill is signed by guest Customer Input5 Employee inputs guest signature into

system to confirm paymentCustomer/Payer Input

6 System marks room as paid in full System Output7 System marks room as empty (Not yet

available)System Output

8 System orders room to be cleaned System Output9 Employee that cleans the room inputs

room as cleaned into systemEmployee Input

10 System marks room as available System Output

Reservation Modification

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1 Rooms were double booked/customer unsatisfied with room

Customer Input

2 System checks accounts for current reservation

System Output

3 Customer is given new room options Customer Output4 Customer selects new room or cancels

reservationCustomer Input

5 If new room is selected system updates account and marks room as booked

System Output

6 Customer receives confirmation of booking

Customer Output

7 System automatically sends customer an email and hard copy of reservation

Customer Output

Billing1 Reservation system checks length of

staySystem Output

2 Bill is totaled by the system on the last night of stay

System Output

3 Bill is printed Output4 Employee hand delivers bill to room Employee Input5 If there is no dispute over charges the

credit card on file is billed the next day

System Output

6 If guest disputes a charge, the charges are checked against security footage

Security Input

7 A new bill is hand delivered to the room once a resolution is reached

Employee Output

Use Case Diagrams

15Employee Customer

Make Reservations

Customer makes reservation

Customer modifies reservation

Record payer details

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Check-Out

Bill is printed and given to customer

Bill is signed by payer

Customer leaves and room is cleaned

Room is marked as vacant

Employee

Customer

Payer

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Employee Customer

Provide payer details

Request 1+ month rental

Provide lease copy

Provide room key

Bring bags to room

Customer Check-In

Charging Services

Request good/service

Service recorded and provided

ServiceID information updated

EmployeeCustomer

Use Case NarrativesUse Case Diagram for Check-in

Use Case: Customer Check-in

Actors: Customer, Employee

Purpose: Customer Check-in in order to receive access to rooms

Overview: Customer gives details of the payer to an employee, that are in the system. The employee cross checks information to verify reservation. The employee then gives the customer the respective room keys for their reservation.

Type: Essential

Preconditions: Information for Payer must be in the system

Post-conditions:

Special Requirements:

Flow of Events:

Actor Action System Action

1. Provide employee with payer details

2. Employee checks for reservation

3. Employee provides room key 3. System makes keys

4. Employee moves bags to room

Alternative Flow of Events

Line 1. Provide employee with copy of lease

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Use Case Diagram for Check-out

Use Case: Customer Check-out

Actors: Customer, Payer, Employee

Purpose: Employee provides the customer with a bill the night before their stay is over. The customer looks over the charges on the bill and signs, validating that the charges and be charged to the payer.

Type: Essential

Precondition: Information for Payer must be in the system and bill must be accepted and signed by the customer on behalf of the payer.

Post-conditions:

Special requirements:

Flow of Events:

Actor Action System Action

1. Printed bill is delivered to the guest’s room 1. System automatically prints bill

2. Customer reviews charges

3. Customer signs bill 3. System confirms signature and marks room as empty and needs to be cleaned

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Use Case Diagram for Charging services/goods to name/room

Use Case: Charging services/goods to a guest’s name or room

Actors: Customer, Payer, Employee, Security

Purpose: Customer’s RFID tag is scanned and purchase is input to system. This is for the ease of the employee and the convenience of the customer.

Type: Essential

Precondition: Customer must have RFID bracelet in order for scanning to be completed

Post-conditions: Customer must sign off on all purchases when they receive the bill at the end of their stay

Special requirements:

Flow of Events:

Actor Action System Action

1. Service/good is requested by customer

2. RFID is scanned 2. System records transaction

3. Security camera records transaction

4. Service/goods are provided by employee

5. Employee checks service completed 5. System records transaction as complete

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Conceptual Data Model:

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System PropertiesInputs Outputs

New customer information Customer IDOld customer information maintenance request numberNew reservations data Current booking informationPayer details Available roomsCredit card number Booking confirmationServices requested New reservationReservation type Service requestDate of service Current hotel statusAmount of service Directions to hotelService delivered to customer Old customer information and preferencesRoom state Available servicesReservation details Maintenance request statusReservation modification Payer detailsDate Current booking informationTime Available systems and announcementsSpecial offers Messages from managementSpecial request from customerEmployee name and password

Input Screen

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Giant Forest Inn

New Customer AccountFirst Name:__________________________________________Middle Name: :__________________________________________Last Name: :__________________________________________DOB: :__________________________________________Customer Type: :__________________________________________Address: :__________________________________________

Number: :__________________________________________Street: :__________________________________________City: :__________________________________________State: :__________________________________________Zip code: :__________________________________________Country: :__________________________________________

Home Phone: :__________________________________________Cell Phone: :__________________________________________Fax: :__________________________________________Email: :__________________________________________Notes:

Submit new customer and exit

Continue and create a reservation?

Return to reservations

Return to main menu

Customer Service Request input document- Customer Name: John Smith

CustomerID: XXXXXXXXXXXXXXEmployee requesting: Nicole R.Employee number: XXXXXXCustomer Service request type (Circle One)

Aquatic, Dining, Laundry, Message, wake up call, Other (write in___proposal______)

Special Customer Request: 23

Giant Forest Inn

Booking InformationCustomer ID: 1000010352Customer Name: John SmithNumber of guests:__________5________________

Adults: :____________2______________Children: :__________3________________

Type of reservation: :________Hotel__________________Date of arrival: :____________5/5/11______________Date of checkout: :__________5/10/11________________Name/number of room(s): :_______room 34___________________

Submit new customer and exit

Continue and create a reservation?

Return to reservations

Return to main menu

Customer Service Request input document-

Customer Name: John SmithCustomerID: 1000010352Employee requesting: Nicole R.Employee number: 135135Customer Service request type (Circle One)

Aquatic, Dining, Laundry, Message, wake up call, Other (write in___proposal______)

Special Customer Request: Please bring out an engagement ring with desert on the 25th at aprox. 8pm. The right will be

dropped off with the host prior to dinner.

Giant Forest Inn

Booking Information

Customer ID: 1000010352Customer Name: John SmithNumber of guests:__________5________________

Adults: :____________2______________Children: :__________3________________

Type of reservation: :________Hotel__________________Date of arrival: :____________5/5/11______________Date of checkout: :__________5/10/11________________Name/number of room(s): :_______room 34___________________

Return to main menu

Return to reservations

Submit Booking Information

Please bring out an engagement ring with desert on the 25th at aprox. 8pm. The right will be dropped off with the host prior to dinner.

Output screens

Head northwest on I-287 W

egeg

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Giant Forest Inn

Directions from customer locationCustomer location:________________Customer ID:_____________________

Return to hotel status

Return to the main menu

Preform a new directions search

Merge onto I-87 N

Continue onto Governor Thomas E. Dewey Thruway/New York State Thruway

Merge onto I-90 W

Take exit 27 toward NY-30/Amsterdam

Housekeeping Report

Room number: Anthony King

Housekeeping employee ID: 15414

Time: 15:40

Date: 5/10/11

Current or recent guest: John Smith

Damages: Broken lamp

Notes: There was a broken lamp on the right side of the bed, please charge to John Smith

Other comments: None

Employee Signature: Anthony King

Output based on customer location

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Giant Forest Inn

Old Customer Information

Customer ID: :__________________________Customer Name: :__________________________Address: :__________________________Contact information: :__________________________Past type of reservation: :__________________________Last date of arrival and checkout::_________________________Last room stated in: :__________________________Most frequent room stayed in: :__________________________Most frequent services used: :__________________________Past number of guests: :__________________________Past payer information: :__________________________Previous special requests: :__________________________Notes: :__________________________

Try and stay in the same room again? Return to hotel

status

Create a new reservation?

Return to reservation menu

Return to main menu

Output based on customer ID or Name search

Dialog Diagram

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0Screen Saver

System

1Login Screen

0, System

2Main Menu1, System

3Customer Service

2, System

4Reservations

2, System

5Maintenance Request

2, System

6Hotel Status/Information

2, System

3.1Check available services

2, 35.1

Check request status5, 23.1.1

Service list/description2,3

3.1.1.1Book a service screen

2, System

5.1.1Status5, 2

5.2.1Request form

5, 2

5.2New or update request

5,2

6.1.1Directions

6, 2

6.1Current temp

LocationBulletins

System up/downSpecials info

6, 2

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0Screen Saver

System

3.1.1.1.1Service booked

2, System

1Login Screen

0, System

2Main Menu1, System

3Customer Service

2, System

4Reservations

2, System

5Maintenance Request

2, System

6Hotel Status/Information

2, System

4.1Current booking info

4, 2

4.2Returning customer

4, 2

4.3New customer

4, 2

4.4Current reservation

4, 2

4.2.1Old customer info

4, 2

4.3.1New customer details

4, 2

4.4.1Customer ID

4, 2

4.2.1.1New room or past

4, 2

4.3.1.1Create a reservation?

4, 2

4.4.1.1Current total

Start/endSpecial request

IDName

2, System4.3.1.1.1Booking information

4, 2

4.3.1.1.1.1.1Available rooms

4.3.1.1.1, 4, 2

4.3.1.1.1.1Special requests?

4, 2

4.3.1.1.1.1.2 4.3.1.1.1.1.3

4.4.1.1.2Modify

4, 2

4.4.1.1.3Delete

4, 2

Logical Designs of Data Tables

Customer(CustomerID, phone_number, street_number, city, state, country, zip_code, name, DOB, fax, email, customer type)

Reservation(Reservation#, number_of_rooms, number_of_guests, date_of_arrival, type_of_reservation, hotel_total, date_of_reservation, CustomerID, service_charge_total, type_of_rooms, date_of_checkout, ServiceID)

Room(Room#, room_name, room_discription, total_cost_of_rooms, room_type, Reservation#)

Room_Type(room_type, room_key)

Services(ServiceID, Name_of_service, total_number_of_services, total_cost_of_services, date, Reservation#)

Service_Type(Name_of_service, cost_of_service)

Payer(PayerID, credit_card_number, deposit_type, Receipt#, Reservation#)

Bill(Invoice#, total_cost_of_reservation, CustomerID, tax, final_billing_cost, Reservation#)

Payment(Receipt#, type_of_payment, date_of_payment, Invoice#)

Physical Design Database SpecificationsField Data Type Format and Input

MaskDefault Value

Validation Rule

Required, Zero Length

CustomerCustomer_ID Number 9(50) N/A < 0 Requiredphone_number Number 9 (999) 999-9999 N/A Not Requiredstreet_number Alpha- 9(10) X(50) N/A Not Required

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4.3.1.1.1.1.2 4.3.1.1.1.1.3

numericcity Alphabetic A(100) N/A Not Requiredstate Alphabetic AA N/A Not Requiredcountry Alphabetic A(100) N/A Not Requiredzip_code Number 99999 N/A Not Requiredcustomer_name Alphabetic A(100) N/A Requireddate_of_birth Date 99-99-9999 N/A >

1/1/1993Not Required

fax Number 9 (999) 999-9999 N/A Not Requiredemail Alpha-

numericX(200) N/A Not Required

customer_type Alphabetic A(50) N/A RequiredReservationReservation_# Number 9(50) N/A < 0 Required#_of_rooms Number 9(100) 0 < 0 Required#_of_guests Number 9(500) 0 < 0 Requireddate_of_arrival Date 99-99-9999 N/A Requiredtype_of_reservation Alphabetic A(50) N/A Lease/

RentRequired

hotel_total Currency 9(50)V99 0 > 0 Requireddate_of_reservation Date 99-99-9999 N/A >

1/1/1993Not Required

service_charge_total Currency 9(50)V99 0 > 0 Requiredtype_of_rooms Alphabetic A(50) N/A Not Requireddate_of_checkout Date 99-99-9999 N/A RequiredService_ID Number 9(50) N/A < 0 RequiredRoomRoom_# Number 999 N/A < 0 RequiredRoom_Name Alphabetic A(50) N/A Not RequiredRoom_Description Alphabetic A(100) N/A Not Requiredtotal_cost_of_rooms Currency 9(50)V99 0 > 0 RequiredRoom_type Alphabetic A(100) N/A Not RequiredRoom TypeRoom_type Alphabetic A(100) N/A Not RequiredRoom_key Alpha-

numericX(100) N/A Required

PayerPayer_ID Number 9(50) N/A < 0 Required

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credit_card_number Number 9999-9999-9999-9999

N/A Required

deposit_type Alphabetic A(10) 0 RequiredReceipt_# Number 9(50) N/A < 0 RequiredBillInvoice_# Number 9(100) N/A < 0 Requiredtotal_cost_of_reservation

Currency 9(50)V99 0 > 0 Required

tax Currency 9(50)V99 0 > 0 Requiredfinal_billing_cost Currency 9(50)V99 0 > 0 RequiredPaymenttype_of_payment Alphabetic A(10) N/A Requireddate_of_payment Date 99-99-9999 N/A >

1/1/1993Required

ServicesService_ID Number 9(200) N/A < 0 RequiredName_of_service Alphabetic A(100) N/A Not Requiredtotal_number_of_services

Number 9(500) 0 Required

date Date 99-99-9999 N/A > 1/1/1993

Not Required

Service Typecost_of_service Currency 9(50)V99 0 > 0 Required

Testing and Test Cases

The moment that the coding process begins, the testing process also begins, as each program module is created testing it can be tested individually. As coding continues it can be tested as part of a larger program and then part of a larger system. Testing is planned out before the implementation phase, in order to know what needs to be tested with this system and to determine how the test data will be collected. This will be done during the analysis phase because testing is related to system requirements. Programs and systems will be tested as they document the tests as well as test the results. Tests will also take place for user interface to see if employees are learning to understand how to operate the system efficiently and will be prepared for when the system becomes live. All hardware and software systems will be tested for Wi-Fi capabilities including distances and connectivity speeds,

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along with their performance and accuracy without any hiccups. All test results will be recorded and evaluated periodically in order to keep informed if there could be a possible delay in the release of this new system. Based on the results changes may have to be made in order to further the implementation and maintenance of this system. This could result in design changes and could require further maintenance requests. After the overall test, the unit test, the integration test, and the system test has passed, along with employee acceptance, then the system will be ready for acceptance testing. Then alpha testing followed by beta testing will begin to ensure that recovery, security, performance, and stress testing are all passed so the system is properly established.

Test Case #1Test Case ID: Customer service payment avoidance Category: SecurityDescription: A team member will try and order a service from an employee without having their customerID or picture taken by a security cameraCompletion date: 2/10/12Participants: system designer and customer service employeeTest results: The system designer was unable to order a service from an employee without having his customerID recorded due to the range of the RFID readers as well as the pervasive surveillance of the security cameras.

Test Case #2Test Case ID: Customer disputes billCategory: billingDescription: A customer bill will be disputed, questioning charges to the account. The charges will be fraudulent but the employee will not know that. They will have to either remove the charge correctly or dispute them with the customer. Completion date: 2/11/12Participants: customer played by a system designer and a hotel employee.Test results: The employee correctly identified the charge as fraudulent after she could not any proof of them in the system. The customer’s bill was adjusted correctly and returned to him.

Implementation and Installation

The beginning of implementation and installation starts with the development of the project, project planning and documentation is performed throughout this process. The design team has to first come up with how this new system will operate in order to create the physical design specifications. These design specifications are then given to the programming team in order to start working on the computer code. As each program module is produced it becomes part of a larger program, which then

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becomes part of a larger system. This is performed during database development, where existing data is converted, software is installed and work procedures are refined to be more consistent with the new system. Once the computer station areas have been determined from the design team, internal wiring can begin. This will involve the hiring of electricians in order to allow electrical and Internet access to the station locations. Once the wiring is established the computers can now be installed in their locations along with the servers, routers, and other hardware. Once these have been established the Wi-Fi devices can be installed on laundry machines and synched to the server to allow employees to now be informed upon laundry cycles. During this time the website is being developed as available resources are compiled to this task. Then PDAs are distributed to employees before website development has completed in order to train these employees while stress testing the system and installing the final devices such as the Wi-Fi printers and room tracking devices. Lastly after stress testing is completed fobs can now be distributed to new customers. This type of installation would be a direct installation because the old system would be replaced by the new system.

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