1) Title

PC – Based Call Document Logger System

2) Abstract

This proposal is set to provide an alternate solution in lack of proper tool for documentation. Base on recent incidents long period of time as one of the Front line support. And issue rouse due to the scenario of improper call documentation. In overall aspect correct the lack of efficient tool to save and track incoming contact.

3) Rationale of the Study 

Documentation is a set of documents provided on paper, or online, or on digital or analog media, such as audio tape or CDs. Example are user guides, white papers, on-line help, quick-reference guides. It is becoming less common to see paper (hard-copy) documentation. Documentation is distributed via websites, software products, and other on-line applications.Professionals educated in this field are termed documentalists. This field changed its name to information science in 1968, but some uses of the term documentation still exists and there have been efforts to reintroduce the term documentation as a field of study. Producing documentation

Technical writers and corporate communicators are professionals whose field and work is documentation. Ideally, technical writers have a background in both the subject matter and also in writing and managing content (information architecture). Technical writers more commonly collaborate with subject matter experts (SMEs), such as engineers, medical professionals, or other types of clients to define and then create content (documentation) that meets the user's needs. Corporate communications includes other types of written documentation that is required for most companies.Specializing documentation

Marketing Communications (MarCom): MarCom writers endeavor to convey the company's value proposition through a variety of print, electronic, and social media. This area of corporate writing is often engaged in responding to proposals.

Technical Communication (TechCom): Technical writers document a company's project or service. Technical publication include user

guides, installation manuals, and troubleshooting/repair/replace procedures.

Legal Writing : This type of documentation is often prepared by attorneys or paralegals who could be in private practice or retained as corporate council.

Compliance documentation: This type of documentation codifies Standard Operating Procedures (SOPs), for any regulatory compliance needs, as for safety approval, taxation, financing, technical approval, etc.

    

  4) Conceptual Framework (Block Diagram of the Proposed System)  5) Theoretical Background

What is the Purpose of Documentation? Today’s distributed systems are drenched in complexity. However, more often than not, there is no clear location for the storage of environmental documentation.Is the documentation stored on the file/print infrastructure Is the essential information in your documentation close to the people that need it? Ironically, documentation as a practice and as an asset is consistently ignored. This is a fatal mistake on the part of any complex organization.Documentation empowers reproducibility of results. Documentation ensures that when your crack technician goes on vacation and a critical system crashes, your operation won’t be paralyzed.Oftentimes, however, the resource responsible for documentation is not as familiar with the rest of the environment as they should be.

Showing accountability

Accountability is one reason for documentation. Teachers are accountable to administrators, families, community members, and others, and documentation helps to provide evidence of children’s learning. In addition, documentation can improve relationships, teaching, and learning. Use of this tool helps educators get to

know and understand children, and it allows them to reflect on the effectiveness of their teaching practices 

Making learning visible

When expected to provide evidence that children are meeting learning standards, documentation is a natural way to make learning visible. Helm, Beneke, and Steinheimer (1998) call this idea “windows on learning,” meaning that documenting offers an insight into children’s development and learning. Moreover, they observe, “When teachers document children’s learning in a variety of ways, they can be moreconfident about the value of their teaching” (1998, 24).

Purposes of Documentation

Quality of Careo Provides evidence that care was necessaryo Describes responses to careo Describes any changes made in plan of care

Coordination of Careo Plan interventionso Decision making about ongoing interventionso Evaluation of patient’s progresso Used by all team members

 

Purposes of Documentation in MedicineClinical records are reviewed to ensure the Facility meets the required standards assessed for ongoing complaince.   

 Role of documentation in software development

Documentation is an important part of software engineering. Types of documentation include:

1. Requirements - Statements that identify attributes, capabilities, characteristics, or qualities of a system. This is the foundation for what shall be or has been implemented.

2. Architecture/Design - Overview of software. Includes relations to an environment and construction principles to be used in design of software components.

3. Technical - Documentation of code, algorithms, interfaces, and APIs.4. End user - Manuals for the end-user, system administrators and

support staff.5. Marketing - How to market the product and analysis of the market

demand.

   6) Statement of the Problem Base on my recent incident with the company with technical support line of business. Their documentation had really suffered, due to no proper call/contact log tool provided. For a Front line support catering Technical support concern, it’s a must that we have a proper and concise documentation. It is required for us to document what transpired during the call. At certain scenario where the Open Office tends to bug down or lock up were left with no proper tool to save a copy of our call as proof of the troubleshooting and procedure done to address the customer issue. This has been one existing dilemmas as a Technical Specialist assisting DELL clients from corporate accounts to public/government accounts. In connection to this issue is the main reason why am proposing this PC-Based Call Logger for TSR Front Line Support 7) Scope and Limitations of the Study This program is to cater documentation process. It is to have a proper means of saving cases and all possible information that had been given during the call. This is to have a personal tracker that protects Front line support in case an urgency of auditing is needed. 8) Significance of the Study This study will eventually help the need of collating all considered valid contact for each Technical Front line support. This will basically help individual Technical support in tracking of their tickets and possibly avoid a scenario of termination due to incorrect or no documentation logged. This will also further provide supervisor, manager, and specialist in checking tickets that were logged correctly for Audit purpose.  9) Research Methodology

 Method in presenting this proposal is through mode of prototyping. Present a prototype of an application that aims to provide a good way of saving and tracking contacts. Researcher provided the prototype for test of efficiency and reliability.

 10) Technical Aspect (Hardware Requirements, Software Requirements)

References:

http://en.wikipedia.org/wiki/Documentation

http://www.cmswire.com/cms/enterprise-20/what-is-the-purpose-of-documentation-001991.php

https://www.naeyc.org/files/tyc/file/Seitz.pdf

http://www.slideshare.net/doctorrao/medical-documentation

http://en.wikipedia.org/wiki/Software_documentation