introductionatp38/docs/info627srsmposcomcast.docx · web viewstatus display will indicate if there...

Software Requirements Specificationfor

Mobile Point of Sale System for Comcast CorporationVersion 1.0 approved

Prepared by Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangMarch 24th, 2014

Revision History

Date Revision Description Author

21/03/2014

1.0 Initial Version

RI, PP, AP, YY

Table of Contents

1 Introduction..............................................................................................................................31.1 Purpose..............................................................................................................................31.2 Scope.................................................................................................................................3

2 Understanding the problem......................................................................................................43 Understanding the business.....................................................................................................5

3.1 Organizational Units, Stakeholders and Users..................................................................53.1.1 Stakeholder Summary..................................................................................................53.1.2 User Profiles................................................................................................................63.1.3 User Environment........................................................................................................8

4 Measurable Organization Value (MOV).................................................................................94.1 MOV Description............................................................................................................10

4.1.1 Reduce Errors:...........................................................................................................104.1.2 Eliminate time and effort required in sales process:..................................................104.1.3 Reduce Resources:.....................................................................................................10

5 Product Conceptual Overview...............................................................................................115.1 Context Diagram.............................................................................................................115.2 Data Flow Diagram.........................................................................................................12

6 Assumptions..........................................................................................................................127 Features Baseline...................................................................................................................138 Use Cases...............................................................................................................................15

8.1 Summary of Use Cases...................................................................................................158.2 Use Case Descriptions....................................................................................................16

Supplementary Specification.........................................................................................................349 Non – functional Requirements.............................................................................................34

9.1 Supportability..................................................................................................................349.1.1 Maintainability:..........................................................................................................349.1.2 Adaptability:..............................................................................................................349.1.3 Portability:.................................................................................................................34

9.2 Performance....................................................................................................................359.3 Security...........................................................................................................................359.4 Reliability........................................................................................................................359.5 Interface and usability requirements...............................................................................36

9.5.1 Systems Interfaces.....................................................................................................369.5.2 Usability.....................................................................................................................389.5.3 Interface Constraints..................................................................................................40

10 Design Constraints.................................................................................................................4211 Glossary.................................................................................................................................43

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1 Introduction1.1 Purpose

The software requirement specification document collects the technical

specifications for the mobile point of sale system for Comcast sales

operations.

1.2 Scope

This document covers the specifications to replace the operations door to

door salespeople currently have to go through to serve residential and

business customers. The initial release will need to be followed by a

minimum of two releases to realize the project’s full scope. The initial

release’s functional and non-functional requirements, as well as relevant

design constraints are described. For further information on the scope of this

project, consult the vision document. Further explanations of terminology can

be seen in the Glossary below.

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2 Understanding the problem

The problem of... Comcast’s current in person customer sign-up process is that it is ineffectiveas well as outdated (with respect to advances in sign-up procedures and the rise of portable point of sale systems)compared to automated digital sign-up such as the existing online sign-up system

which affects... 1.0 Sales team1.1 Comcast’s bottom line1.2 Marketing team1.3 Financial team1.4 Legal team

and results in... 2.0 Delays and lost time 2.0.1 Form details must be transcribed and entered into the digital front end, hence delaying processing time 2.0.2 Unproductive use of sales personnel time 2.0.3 Multi-step process to acquire payment, customer information and optimal service delivery times2.1 Loss of potential customers2.2 High error rate from incorrectly transcribed customer information2.3 Poor customer satisfaction

Benefits of a

solution are...

3.0 Improved recruitment operations efficiency (reduced errors, better time management)3.1 Streamlined order and delivery system.3.2 Eliminated and reduced resources (i.e paper, data entry employees..)3.3 Decision support information provisioned to customers3.4 Increased Comcast’s density of customers in their existing footprint. 3.5 Increased profitability and revenue

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3 Understanding the business

3.1 Organizational Units, Stakeholders and Users

There are several departments involved in the sales process. Door to door salespeople approach potential customers and enter service requests into the customer relation management system for processing where it must be approved by the financial and legal teams before entering the order system to be processed for the service delivery team.

3.1.1 Stakeholder Summary

3.1.2

User Profiles

3.1.2.1 Salesperson

Description A Comcast employee who will use the system to process applications for interested customers they have approached.

Type This is a non-expert user who will need to use the system repeatedly after

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Non-User Stakeholder

Responsibilities System needs

Contract management person (legal department)

Ensure the contract is legally binding and has a valid sign off

Valid signature capture and legal service delivery terms

Accounting person (financial department)

Check service delivery has sufficient ROI

Reduction in red flags for revision or application rejections

Service delivery person (services department)

Deliver and install ordered servicesTrain customer in service delivery as needed

Realistic and feasible preferred delivery times reported with accurate contact information for confirmation purposes

receiving training on the sales process and system use.

Responsibilities

Must approach assigned targets Must collect customer information and preferences accurately in an

application or CRM profile Must convey complete application through correct channel for

processing by legal and financial departments Must follow up with customer and build relationship

Success criteria Increased speed of transaction - more targets can be covered in a day, increased customer growth overall

Increased accuracy of transaction Increased customer satisfaction

Deliverables Number of conversions of potential targets to interested leads Number of conversions of leads to opportunities with the completion

of an application for Comcast services Total worth of all completed orders

Involvement Sales people have been interviewed and will be involved in testing the system

3.1.2.2 On Site Marketing Person

Description A Comcast employee who will use the system to process applications for interested customers when at a promotion event

Type This is a non-expert user who will need to use the system occasionally or repeatedly, but is not guaranteed training in the sales process or MPOS system.

Responsibilities Must promote Comcast services

Must increase number of interested parties for Comcast

Success criteria Intuitive and speedy operation with minimal errors

High customer satisfaction with efficiency of process and quick access to current information

Application requires minimal to no follow up

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Deliverables Number of conversions of potential targets to interested leads

Number of conversions of leads to opportunities with the completion of an application for Comcast services

Reports on demographics and preferences

Involvement Marketing people have not been assigned as system beta testers

3.1.2.3 Residential Customer

Description Any resident of a housing unit within any area in which Comcast has the infrastructure to deliver services who may or may not currently have Comcast services.

Type This person's technical background will vary wildly, customer may be a novice or guru.

Responsibilities

Acquire desired services for lowest price possible - inadequate ratio will result in lost customer opportunity

Success criteria Successful single attempt to capture signature

Deliverables -

Involvement None. Customer will experience the system only after roll out.

3.1.2.4 Business Customer

Description Any business owner or representative of a business of any size Comcast is able to deliver any services to

Type Can be expert and non-expert. Likelihood of expert team negotiating with Comcast increases with size of the organization.

Responsibilities Acquire desired services for lowest price possible- inadequate ratio

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will result in lost customer opportunity

Success criteria Successful single attempt to capture signature

Reduction in number of steps and meetings to agree on contractual terms

Deliverables -

Involvement None. Customer will experience the system only after roll out.

3.1.3 User EnvironmentThe MPOS system sends service requests to the CRM system where they are reviewed by the financial and legal team: problems are flagged and sent to the sales person while a successful request is then forward to the Order system for processing before the service is delivered. The same number of people will be involved in the process as of entry into the CRM system as before, but sales support personnel will be reassigned to other tasks as applications will be digitally recorded right away. Aside from the end users, which are primarily the sales people, the same systems are used by all people in the process.

The CRM system the users (sales and marketing) currently use is a cloud CRM called Salesforce. The MPOS system will access the CRM system directly and pull and push information to it. The MPOS system will also pull order information from the Order system backend, but cannot alter information in the Order systems. The following platforms are currently slated for software support: Android and iOS.

As the system is mobile, not all areas in which it will be used will support high speed access. Some form of caching may be needed to increase reliability of performance.

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4 Measurable Organization Value (MOV)

ID Organizational Impact

Value Metric Measurement Interval

Time Frame to Max. Value

Verification

1 Customer Reduce errors made by the sales team while recording customer pre-sales information

Reduce errors in captured information by 60%

Quarterly 10 months Because errors cause additional visits, compare the duration of the sales process with the manual system and determine how many fewer visits are needed with the new system

2 Operational Reduce time and effort spent in sales process retrieving sales support information and calculating quotes

Improve efficiency of sign up process by the sales personnel by 40%

Bi-monthly 10 months Compare the number of targets reached out to by the sales team with the targets reached with the legacy system. This is evident in the annual report where the total number of subscribers are compared to previous years’ data

3 Financial Reduce technical labour, customer service expense, and stationery expenses to achieve same task

Reduce resources usage by 15%

Bi-monthly 12 months Reduction in these expenses reflected in the Comcast annual report

4.1 MOV Description

4.1.1 Reduce Errors:Most errors result of incorrect transcription, which should be largely

eliminated by having the customer verify information during order placement. The success is measured based on the reduction in number of customer interactions required for order completion. Under the previous system, sales representatives needed to contact potential one or more times to correct errors, which was recorded in the CRM by email, to a lesser extent, number of visits and more accurately, number of revisions of customer information. Under the new system, the same data will be recorded and compared against the previous. A reduction in number of interactions needed before service is delivered should indicate reduced errors. As the system is new, to accommodate for learning curves, the time frame to achieve maximum value is 10 months from initial rollout, allowing for the five months to complete nationwide rollout and a five month allowance for bug fixes, patches and following releases.

4.1.2 Eliminate time and effort required in sales process:

This value benefits the organization two-fold. Not only does the new system enable immediate processing of new applications, it also eliminates the redundancy of the pen and paper system where copious applications had to be entered manually into the system.

Note: Time and effort spent on data entry will be 100% eliminated as the MPOS allows direct entry to the CRM. This is pure benefit to the company.

4.1.3 Reduce Resources:As the system is deployed in phases, the value won’t be visible until the

end of the specified time frame. Resources employed for the pen and paper system are reduced or eliminated with the implementation of the MPOS. This means reductions in sales process support, contractors, technical support for legacy systems and so on.

5 Product Conceptual Overview

The Mobile Point of Sale system is POS software designed to automate or enhance activities sales representatives have to perform as part of their job going door to door. Using Android or iOS enabled tablets, sales representatives will be able to directly enter service requests into the existing Comcast system while with a customer rather than after the fact. The MPOS will also perform sales support serviced by pulling location specific quotes, marketing offers, prospective customer or lead management functionality. That is to say the salesperson will be able to use one device to manage potential and existing customers, provide up to date information on services and pricing, process payments and sign up new customers for Comcast services. This will increase the efficiency with which applications and processed by reducing the number of steps salespeople need to take and increasing automation.

5.1 Context Diagram

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5.2 Data Flow Diagram

6 Assumptions

Assumption Dependency

Android and iOS will all be available operating systems Comcast wants to support

Scope of project will increase or reduce based on whether more or fewer OS’s need be supported

System is only for in-house use Alternate versions need to be created for outside use and access to Comcast’s backend systems would need to be reduced

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7 Features Baseline

ID

Feature Priority Effort Risk Stability MOV

1 Access customer target list

Critical Medium

Medium High 2 & 3

6 Give location sensitive quotes

Critical Medium

Low High 1 & 2

7 Retrieve plan options & bundles

Critical Medium

Low High 2

9 Capture/update customer information

Critical Low Medium High 1 & 2

10 Capture customer payment information (includes billing preferences)

Critical High Medium High 2 & 3

20 Support sales rep login and user profiles

Critical Medium

High High 2

21 Override standard pricing to tailor service package

Critical Low Medium Medium 2

13 Place an order Critical Low Low High 2 & 312 Generate contract Critical Low Low High 2 & 3

Version 2.011 Capture customer

signatureImportant Mediu

mLow Low 2

15 Retrieve order status

Important High High High 2

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information18 Access step by

step tutorialsImportant High Medium High 2

5 Retrieve competitor service package quotes


8 Retrieve latest marketing information and offers


2 Mark leads as open

Important Medium

Medium Medium 2 & 3

3 Claim open leads Important Medium

Medium Medium 2 & 3

17 Change target status (target - lead - opportunity)

Important Low Low High 2

16 Provide service delivery ETA

Important Medium

Medium Medium 3

27 Access user’s sales history

Useful Low Low High 2 & 3

Version 3.04 Generate follow

up reminders for leads

Useful Low Low Medium 1, 2 & 3

19 Demonstrate difference between internet packages

Useful Low Low Low 2

22 Settle existing customer accounts

Important Medium

Low High 2

23 Access basic Important Mediu Low Medium 2

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service information offline

m

24 Contact customer service

Useful Low Low High 2

25 Generate daily and monthly sales reports by user

Useful High Medium Medium 2 & 3

26 Capture order details offline

Important Medium

Low Medium 2 & 3

28 Access customer order history

Useful Low Low High 2 & 3

29 Apply sales discount

Important Low Low High 2

30 Guide user through sales process

Useful Medium

Low Low 1

8 Use Cases8.1 Summary of Use Cases

Use case #

Type Use Case Name

Description

UC01

Base Access Target Information

Retrieve and display potential customer targets assigned to user

UC02 Extended Claim open leads

User assigns potential customer to self from targets marked as open

UC03 Base Retrieve Location Specific Packages

Comcast personnel while engaging a prospect customer, will use the MPOS to get location- based service offers from an external CRM system.

UC04Base

Capture Payment

Record and validated payment information

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Information

UC05Base

Capture Customer Information

Comcast personnel during the sign-up process will use the MPOS to enter customer related information that is sent to and recorded in the CRM system.

UC06 Base Generate Contract

Comcast personnel will leverage the MPOS system to generate default commercial contracts that are adjusted and confirm by customers.

UC07 Base Sign-Off Order After the contractual agreement, the customer sign-off on the MPOS. The completed order is sent and processed on the order management system.

UC08

Base Give ETA for service delivery

Comcast personnel will provide the customer with an approximate service delivery date that is retrieved from the order management system.

UC09 Base Retrieve Order Status

During a follow-up Comcast personnel will update customers on their status if their order wasn’t approved within the standard timeframe.

UC10 Base Access sales history

Use user account page to access sales history and quick statistics

UC11

Extended Apply sales discount

Comcast personnel before closing out the sale, has the ability to apply his/her personal discount. If he chooses to do so the system will provide him with the available sale discount range based on the service order and the Comcast personnel available discounts

8.2 Use Case Descriptions

USE CASE # UC01

USE CASE Name Access Target Information

ACTOR Comcast Personnel

Goal To access targets assigned to the sales person

Overview The system retrieves data associated to respective users. This process supports the sales process by providing access to up-to-date target lists by communicating with the external system.

Level Primary

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Preconditions User must be logged in with their credentials

Postconditions in words

On leaving this use case, the system remembers the target selection and records a timestamp in the form of a log of access. This information is stored and associated with the personnel data. If the user does not complete a selection, the system simply stores the access timestamp.

Associated MOV(s) #2 #3

Extended Use Cases “Claim Leads”

MAIN SUCCESSFUL SCENARIO

Actor Action System Action

1. After logging in, the user selects the option to access target information

2. System retrieves the list associated with the user information and displays the list of targets

5. User selects the a target from the list 6. System records the selection and timestamp as a log for future reference

OTHER SUCCESSFUL SCENARIOS

Step Branching Action

1a. User selects the option to claim a lead EXTEND Claim a lead

5a. User selects the target and selects the change status option associated with the target

6a. System logs access information and modification timestamp7a. System retrieves the current status of the target and lists the possible statuses the target can be attributed8a. User chooses the appropriate status9a. System updates the status information and displays a success

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message

UNSUCCESSFUL SCENARIOS

Conditions Actions

*a. System failure occurs Abort process and restart system

*b User cancels the process System returns to the main menu

Developers Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong Yang

Creation date and last modified date

02-27-2014

USE CASE # UC02

USE CASE Name Claim Leads


Goal To access open leads and claim those leads

Overview The system retrieves an up-to-date list of open leads. This aids the overall sales process and provides the sales personnel the opportunity to earn more commission

Level Extended



On leaving this use case, the system adds the lead to the current user’s target list. If there is no lead open, the system does not make any changes




1a. After logging in, the user selects the option from the main menu to claim a lead

2a. System displays a field to enter location information

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3a. User enters the location information 4a. System retrieves and displays all the open leads at the specified location

5a. User selects an open lead 6a. System adds the lead to the user’s target list



4a. User entered incorrect input words Highlight the words, describing error that occurred and go to step 3


Conditions Actions


5a. There’s no lead to claim by the user at the user-specified location

6a. Describe the problem and go to step 3

Superordinates “Access Target Information”



02-27-2014

USE CASE # UC03

USE CASE Name Retrieve Location Specific Information


Goal Access service information for a specific location

Overview The system retrieves data for requested locations. This process supports the sales process by providing access to up-to-date packages to the

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personnel engaged with a potential customer.

Level Primary



On leaving this use case, the system displays the requested package information and has stored an access log for future reference. If there’s no package available at a given location, the system displays a message conveying the result and has stored an access log for future reference.

Associated MOV(s) #2



1. User selects product information option from the main menu during the process of a sale

2. System displays a field to enter location information

3. User enters the location details 4. System displays information available to display for the specified location

5. User selects the service packages and quotes option

6. System retrieves and displays the packages available at the specified location



5a. User selects the marketing offers option 6a. System retrieves and displays the offers available at the specified location



Conditions Actions

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*b User cancel the process Return to the main menu

4a. Requested product information is missing/unavailable for the specified location

System displays a message to inform the user about the missing/unavailable information



03-19-2014

USE CASE # UC04

USE CASE Name Capture payment information


Goal To collect and store the payment information from the customer

Overview The system allows the Comcast personnel to collect payment information. This information is forwarded to the billing department so as to make payments for the service availed from Comcast.

Level Primary

Preconditions User must be logged in with their credentials.The contract must be generated.


On leaving this use case, the customer information was modified to include payment information. If unsuccessful, the customer information is not modified.

Associated MOV(s) #1 #2 #3



1. After recording the customer information, the user enters the payment screen by selecting the option to enter payment information

2. System retrieves and displays the existing information associated with the target and the modes of payment available

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3. User reviews the information and selects a mode of payment

4. System retrieves the fields associated with the selected mode of payment and displays those fields

5. User enters the payment information 6. System stores the information in the fields and displays the review screen





Conditions Actions


*b User cancels the process Return to the main menu screen

3a. The user needs to make changes to the information displayed

User selects the edit option to make changes to the customer information and enters the customer information screen



03-19-2014

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USE CASE # UC05

USE CASE Name Capture Customer Information


Goal Record new or update existing customer information

Overview The system enters new or modified customer information into a new or existing customer profile in the CRM.

Level Primary

Preconditions Personnel must be logged in with their organization credentials


On leaving this use case, a record of account creation or modification is created and a confirmation is displayed.

Associated MOV(s) #1 #2 #3



1. User selects service package to start order

2. User selects enter customer information 3. System displays customer information form

4. User fills in fields 5. System displays input summary

6. User confirms the information 7. System enters information into the CRM and displays confirmation



1a. User selects marketing offer to start order Go to step 2

1b. User selects target from target list to enter demographic information

Go to step 2

2a. User selects update existing customer 3a. System displays

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account query screen

4a. User enters query information

5a. User selects result

6a. System displays customer profile

7a. User selects update customer information

8a. System displays prepopulated customer information form

9a. Go to step 4


7a Personnel selects revise information Go to step 4


Conditions Actions


*b User cancels the process Return to the main menu screen



03-19-2014

USE CASE # UC06

USE CASE Name Generate contract


Goal Generate a customized contract for business customers.

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Overview The system generates a standard contract with custom information in modifiable clauses that the business customer can review and agree to.

Level Primary

Preconditions Personnel must be logged in with their organization credentials and have role permissions to access this function.


On leaving this use case, a contract is generated in agreement with the customer.The contract is stored in association with the customer information. If unsuccessful, the contract is stored in the notes section of customer information.

Extended use cases Apply Sales Discount




1. User selects contract section for review from the main menu

2. System displays modifiable clauses in section

3. User selects a clause for modification in the contract from a pre-defined contract template

4. System displays multiple choice options or text field with guidance as appropriate

5. User modifies clause 6. System validates entry

7. System saves custom entry

8. User requests generation of contract 9. System generates standard contract with any modified clauses



1a. Personnel retrieves saved contract System displays the

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contract associated with the customer

5a. User selects the apply sales discount option

EXTEND Apply Sales Discount


6b. User entered incorrect domain values Display error message, describe the problem and go to step 5


Conditions Actions


*b Cancel negotiation at any point System stores the contract information in the notes and returns to the main menu

Developer Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong Yang


02-27-2014

USE CASE # UC07

USE CASE Name Sign-off Order

ACTOR Customer

Goal (1 phrase) To sign-off and complete placing an order for the desired service

Overview The system supports order completion in a verifiable manner by capturing customer credentials.

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Level Primary


Postconditions in words (write in passive and past tense)

On leaving the use case, a new order record is created and forwarded to the CRM for further review by the finance and legal departments




1. Customer peruses the contract generated from the negotiation with the Comcast personnel and reviews the clauses and confirms the information

2. System displays signature fields

3. Customer signs on the contract by filling the required fields

4. System forwards the information to an external system and displays a success message



4a. User entered incorrect domain values Display error message, describe the problem and go to step 3


Conditions Actions


*b User cancels the process

Return to the main menu

1a. User is not satisfied with the contract Return to the previous screen with the saved contract details

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02-27-2014

USE CASE # UC08

USE CASE Name Give ETA for service delivery


Goal To provide the customer a time estimate for their service order

Overview The system calculates a service ETA. This process is based takes into consideration the history of the time for delivery of similar service orders and the current request queue. The generated estimate will be returned to the Comcast personnel.

Level Primary

Preconditions User must be logged in with their organization credentials


On leaving this use case, the system displays the service ETA associated with a specific order and the ETA attribute of the customer’s is updated.



1. After signing-up the customer, Comcast personnel will request an ETA to inform the customer when they should probably receive their service by selecting calculate service ETA option

2. System displays the fields to uniquely identify an order

3. User enters the order information in the fields

3. System calculates the ETA for the selected service packages and displays the details

OTHER SUCCESSFUL


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SCENARIOS

4a. User entered unacceptable values Display error message, describe the problem and go to step 3


Conditions Actions


*b User cancels the process Return to the main menu.



02-27-2014

USE CASE # UC09

USE CASE Name Retrieve Order Status Information


Goal Access information on the current status and status history of service order

Overview The system retrieves data on the current status of a request for a Comcast service after the request has been completed. Status display will indicate if there are flags on the request and where it is in the business workflow.

Level Primary



On leaving this use case, system displays the status information associated with the order.

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1. From the main menu screen, the user selects view order status information

2. System displays the order status request screen with fields to identify customer

3. User enters the unique information to identify the order in the fields present on the screen

3. System retrieves the status history of the service request and displays the retrieved details



4a. User entered incorrect domain values

Display error message, describe the problem and go to step 3


Conditions Actions


*b User cancels the process Return to the main menu



02-27-2014

USE CASE #

UC10

USE CASE Name

Access sales history

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ACTOR

Comcast Personnel

Goal

Access user’s history log

Overview

Every sales-person has a history of sales, successful or unsuccessful. This use-case retrieves this history upon request to aid the decision making process.

Level

Primary

Preconditions

Personnel must be logged in with their organization credentials

Postconditions

On leaving this use case, history log associated with the logged in user is displayed




1. After logging in, the user navigates to account page by selecting the my account option

2. System displays user account information page with a list of options to access history

3. Personnel selects recent history option

4. System displays most recent transactions



3a. User defines custom time frame of transactions to display by modifying the time period option

System refines and displays history log in the defined time frame

3b. User selects transaction summary option

System displays quick summary information

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4a. User is new and does not have a history

System displays a message stating that the user does not have any information to display for specified selection


Conditions Actions


4a. User does not see anything displayed for the specified selection

Contact technical support



03-19-2014

USE CASE # UC11

USE CASE Name Apply Sales Discount


Goal Apply Comcast personnel discount rate to customer order

Overview The system calculates and shows the Comcast sales personnel his or her available discount rate for the current sale order. And at his request applies the available discount percentage

Level Extended

Preconditions Personnel must be logged in with their organization credentials. Customer must have completed order.


On leaving this use case, Sale Rep DiscountRate attribute is updated, customer order price is updated and displayed on the order summary screen




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1. User selects apply sales discount option while generating the contract

2. System displays discount screen

2. User selects my discount option to retrieve the discount limit associated with the user

3. System calculates sales rep available discount and displays sales rate discount profile

4. User selects the discount to be applied and selects the apply discount option

5. System processes request and displays request summary

6. User confirms the information displayed by selecting the confirm option

8. System applies information into the CRM




Conditions Actions


4a User doesn’t apply any discount on the order

System returns to the contract generation screen

Superordinate Generate Contract



03-19-2014

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Supplementary Specification

9 Non – functional Requirements9.1 SupportabilitySupportability for the new allocation system will be measured by the following criteria:

9.1.1 Maintainability:The MPOS system is developed in-house by IT department. IT stuff will maintain the MPOS application.

NF-MAIN1: Code should be deployed onto infrastructure. This is so that in the event of critical outage, IT department can react to the emergency as soon as possible. The IT department should keep a backup of the code.

NF-MAIN2: Quality Assurance testing by the testing team should be completed on hardware with the same specifications as the hardware.

NF-MAIN3: Release of latest version should be coordinated with IT’s code-move up team

9.1.2 Adaptability: NF- ADAP1: MPOS shall have the ability to change to deal with

additional application domain concepts NF-ADAP2: MPOS shall have the ability to change to deal with new

technology or to fix defects

9.1.3 Portability: NF-PORT1: MPOS system components can be transferred from one

environment to another

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9.2 PerformanceThe new MPOS system should perform to the following specifications:

NF-PERF1: Time to load the application should be an average of 5 seconds and should not exceed 20 seconds.

NF-PERF2: The response time for each saving of data should be an average of 2-3 seconds and should not exceed 5 seconds.

NF-PERF3: The response time for navigation from one screen to another should not exceed 1 second.

NF-PERF4: The application server should support at least 50 concurrent users and the saving and processing of allocations for at least 50 concurrent users.

9.3 SecurityThe following requirements are meant to enhance the security of the system:

NF-SEC1: Data transmission should always be encrypted (e.g. https). NF-SEC2: Application sessions will be expired after 15 minutes of

inactivity. NF-SEC3: Only a user id and password is required to verify the

identity of the user upon opening the app. NF-SEC4: Users will not have the option to save their login credentials

on their local device. They must be typed each time the system is accessed.

NF-SEC5: Database administration permissions will be maintained in SQL Server by the designated DBA.

9.4 ReliabilityReliability for the new allocation system will be measured by the following criteria:

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NF-REL1: By the time the system is available at the beginning of the day, the system should be available 100% of the time until the end of business day, 5:00 p.m.

NF-REL2: Sales data from the CRM system that is used in determining pre -sales business should be as accurate as near ‘real-time’. Current polled sales data are not available until 7:00 a.m. of the next day; the minimal satisfaction of this requirement should be that sales data would be available on the same day sales are made.

NF-REL3: If any system updates/database updates that need to occur before the system is available do not finish on time, the MPOS system should still be available and ready for usage.

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9.5 Interface and usability requirements9.5.1 Systems Interfaces

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9.5.2 UsabilityAn important measure in determining the success of MPOS is usability. One of the main problems identified in earlier system are the elongated, cumbersome and redundant steps taken by the sales team to get the order processing. Thus, for the new system, the ease of use is a significant requirement to increase productivity. The following are requirements and standards that the new user interface should enable/meet

(a) User Interface NF-UI1: Each screen in the application should have title text relevant

to the content present on that screen. NF-UI2: Content on the page should be logically grouped whenever

possible and distinguished using lines and colors. NF-UI3: Use of colors and graphics should also be consistent across

screens. NF-UI4: Control’s representation and positioning should be consistent

across screens that have similar operations available. NF-UI5: For all errors and warnings, appropriate indicators should be

used that should stand out and draw user’s attention. Use pop-ups judiciously.

NF-UI6: Use icons with graphics wherever and whenever possible because they aid learning.

NF-UI7: Text formatting should be consistent across all screens. Copious text should be categorized and/or summarized to prevent information overload. Contract details could be an exception for this requirement.

NF-UI8: Controls should be large enough to provide hassle-free accessibility on touch-screens and should be represented by standard labels with unambiguous semantics, such as “Generate Contract”.

NF-UI9: At the end of a process, use indicators to represent outcome of the process, ie. success or failure results for actions performed.

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(b) Navigation NF-NAV1: Flow of application from one screen to another should try

to mimic the flow of business process. This will help retain familiarity with the old system and reduces learning curve.

NF-NAV2: Content organization should be coherent; multiple related tasks should be consolidated to work coherently in a single screen. The navigation should be used to represent logical flow of information from one screen to another.

NF-NAV3: Navigation controls should be labelled appropriately. Their positioning and representation should be distinguished from controls whose operation context is restricted to the current screen. A control saving information on the current screen should be distinguishable from a control saving information across all screens.

NF-NAV4: User should be prompted if automatic redirection occurs. Prompts should also be used when the user stands to lose unsaved data while navigating between screens.

NF-NAV5: Frequently used navigation controls should be positioned in an unobstructive space on the screen. Such controls should also be grouped to form navigation menus.

(c) TrainingThere is one main user groups for MPOS. Personnel that handles sales comprises of the sales team and marketing team. Depending on an individual’s familiarity and grasping ability, training time and learning curve specific operations may vary.

NF-TR1: Sales people are the day-to-day users of the system. Upon the first phase roll out of the system, the sales personnel must easily familiarize themselves with the basic functions that enable them to complete an order using basic functionalities.

o If the user interface is intuitive and well presented, and the process of sale ingrained in experience users, then the training time for completing a basic sale should not exceed 5 business days.

o For novice users, due to the lack of experience technology, training time should be extended to accommodate this lack of knowledge. It is expected that training time for such users should not exceed 15 business days. The orders placed during this

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probation period should be carefully supervised and monitored for errors.

o Additional training modules should be available in a separate “Help” section that allows the user to go back and refer any steps of the process that may hinder the process of sale.

NF-TR2: Marketing personnel do not use the system on a daily basis. Instead, these users are interested mainly in generating quotes and promoting service which requires only a partial use of the functionality of the system.

o In order to be productive in the new system, the training time for users comfortable with should not exceed 3 days. This time may be elongated up to 10 days depending on individual background, familiarity and grasp. The logical flow of the process should help them carry out this abbreviated task efficiently.

o Marketing personnel may rarely carry out an actual sale. Only a subset of the marketing personnel may be subject to such training. Considering the lack of familiarity with the sale process and the system, the training time can stretch up to 30 business days.

9.5.3 Interface Constraints9.5.3.1 User Interfaces:

The following list identifies specific technology and design constraints for the system's user interface design:

Ability to capture customer comments separately Ability to capture comments about the contract Ability to define a formal workflow procedure which directs the

user through the process, using hints and tutorials Support iOS and Android interface design framework Navigation controls within the application should be built

natively into the UI without relying upon separate controls (eg. back, forward, and home buttons)

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Optimize UI for screens with varying resolutions, primarily for 2048 x 1536 and 1920 x 1200 resolutions

Display Comcast logo across all screens in an unobstructed manner

9.5.3.2 Software Interfaces:Client on Android devices: The operation system runs on Android platform specifically for Android 4.3(Jelly Bean) and all versions released after it.Client on iOS devices: The operation system runs on iOS platform specifically for iOS 7 and all versions released after it.Web Server: The web server we use is Red Hat Linux deployed on Amazon AWS.The MPOS system shall communicate with CRM system to provide support.The MPOS system shall communicate with Order Management System for manage orders.The application supports push messages that will be used to synchronize data between the local application and the remote server. Data transmission will be using TCP/IP and the HTTP protocol.

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9.5.3.3 Hardware Interfaces:

The table below details the hardware to be used in support of this project.

HARDWARE INTERFACES

Description Model Configuration

Amazon Web Server Red Hat Enterprise Linux

Linux/Unix, Red Hat Enterprise Linux 6.4

iOS iPhone 4s, iPhone5, iPhone 5s, iPhone 5c, iPad2, iPad3, iPad mini, iPad Air

iOS 7 or later

Android Android phone and tabletAndroid 4.3(Jelly Bean) or later

10 Design Constraints

System Constraints

The demands for accessing business information through mobile end operation system include iOS and Android devices. End users will be able to use this app to keep track of customers, place orders and retrieval business information from the database. The system will seamlessly integrated with the back end of both the sales CRM system and service delivery system, which allows off site and immediate sale, promoting marketing and sales.

Programming Constraints

Employee client software shall be written in Java or Objective-C.

Practical data shall be defined and documented using XML.

Environmental Constraints

The system should be deployed on Amazon AWS server and provide an identity verification management to secure the information from third-

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party attackers and outsiders.

Schedule and Resources Constraints

The system will be developed in-house.

11 Glossary

Bundle - See package.

CRM - Customer relationship management software, which coordinates the efforts of sales and marketing and maintains information on the customer base

Data entry personnel - Staff primary tasked with transcribing the service request paper forms filled in by salespeople into the CRM or other relevant software

Lead - Status of potential customer who has expressed interest in purchasing a product

Opportunity - Status of customer who places an order

Package - Service product offered by Comcast. Refers to single or bundled services.

Prospect - See target.

Service delivery - May refer to department, activity or personnel. Installation or activation of Comcast service.

Target - Status of prospective customer, identified by either name or just address, that is yet to be contacted or has not yet expressed interest in the service. Also called target.

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