Project
Concepts need to be implemented in real-life
situations to ensure that learning is complete.
This module provides you an opportunity to apply
all the concepts that you learned in this course. It
contains detailed case studies describing real-life
problems that can be solved by implementing a
software system. You need to analyze the problem
and create a design for the system by using UML
diagrams.
In this project, you will learn to:
 Design a software system by using UML
diagrams
Objectives

¤NIIT Project 1.3
TraveLine Transit Services is a company that provides bus and cab services to
commuters. The company aims to provide safe and flexible transportation to its
customers. In essence, the company makes continuous efforts to maximize customer
satisfaction. The high quality of services provided by the company has led to a sizeable
growth in its business.
The company’s Customer Relations (CR) department serves as a liaison between
TraveLine and its customers. The main responsibility of this department is to enhance the
image of TraveLine. For this purpose, the company constantly monitors customer
feedback and then suggests and implements corrective actions. This is the most important
task performed by the CR department because it increases customer goodwill.
Customer feedback is categorized as complaints, suggestions, and commendations
received from customers. The feedback may be related to any of the transportation
services.
The details about the regular customers of TraveLine are maintained in the Customers
Register. These details include the customer ID, name, address, city, state, zip code,

e-mail address, and contact number.
A representative from the CR department logs all details specified by the complainant in a
Complaints Register. These details include the name of the customer who provided the
feedback, the name of the representative who logged the feedback, the date of feedback,
the source (verbal, written, or media), the feedback type (complaint, commendation,
suggestion), the feedback category (driving behavior, operational shortcoming, vehicle
condition), the operational department that is responsible for handling the complaint, the
incident date, the place of incident, the bus stop, feedback description, and the registration
number of the vehicle.
The Complaint Register also stores the status of the complaint. When a new complaint is
logged, the status of the complaint is marked as New. Each complaint, commendation,
and suggestion has a unique reference number. The prefix for the reference number
differs in all three cases and is as follows:
 Complaint: CP
 Commendation: CM
 Suggestion: SG
Case Study 1: TraveLine Transit Services
The Current System
1.4 Project ¤NIIT
The employees of the operational department check the pending complaints daily and
make decisions about investigations and corrective actions. A key person from the
operational department assigns the complaint to an employee from the same department.
When a case is assigned to an employee, the status of the complaint is changed to Under
Investigation.
The assignee for a particular case investigates the validity of the case and adds the details
about the investigation in the Investigation Details Register. These details include the
reference number of the case, the validity of the complaint, and reasons in case the
complaint is considered as invalid. If the complaint is considered valid, the register also
includes details such as the name of the driver at fault. The assignee modifies the status to
Investigation Complete and updates the date of completion of investigation.

The operational department implements corrective actions based on the investigation.
After completing the investigation and implementing corrective actions, the operational
department adds the details about the actions taken to the Corrective Actions Register.
The details include the action taken in case of a valid complaint and name of the
representative from the operational department who took the action. The representative
from the operational department also updates the date of closure in the Complaint
Register and changes the status of complaint to Closed.
The CR department generates the following reports periodically:
 Pending complaints report, as shown in the following figure.
Pending Complaints Report
Reference
Number
Complainant’s
Name
Date of
Complaint
Category Complaint Details Status
xxxxxxx Xxxxxx
dd-mm-
yyyy
xxxxxxx xxxxxxxxxxxxxxxxxxxx xx
Pending Complaints Report
 Investigation report, as shown in the following figure.
Investigation Report
Reference No: Feedback Category: Feedback Date:
Complainant Name:
Date Sent for Investigation: Date of Completion of Investigation:
Validity: Reason: Driver at Fault:
Investigation details:
¤NIIT Project 1.5

Investigation Report
In order to enhance the effectiveness of the CR department and help it to better
understand and address the customer requirements, the management of TraveLine has
decided to automate the operations in the CR department.
The new system should provide the following facilities:
 Maintain data about employees in the CR department and operational department.
The details include the employee ID, the name, the address, the date of birth, the date
of joining, the designation (Key person/Assignee), the department, and the password
that the employee will use to log on to the system. In addition, the system should
store details such as ID, name, address, age, and license number of the drivers
employed by the company. Only an administrator should be able to add or modify
this data.
 Allow employees to log on to the system by providing their employee ID and
password.
 Allow employees of the CR department to log customer feedback.
 Allow the employees of the operational department to view the pending complaints.
The system should ensure that this option of viewing details is available only to a
key person such as, the manager, the group leader, or the department head in the
operational department. The key person should also be provided with the option to
assign a complaint for investigation to an employee from the same department.
 Allow an employee to enter the results of an investigation after the investigation is
completed. The system should accept the reference number and the investigation
details from the user. It should then update the status of feedback.
 Allow an employee to enter corrective action details and update the status of the
feedback.
 Allow a user to generate the Pending Complaints and Investigation reports.
 Allow customers to provide feedback online by using a Web interface. In case
feedback is received online, the source of the feedback should be automatically set to
Website.
 Allow customers to view their feedback status. In case the feedback is under

investigation, only the details from the Complaints Register need to be displayed. If
the feedback status is Investigation Complete, the feedback and investigation details
should be displayed. If the feedback status is closed, the feedback, the investigation
details, and corrective actions should be displayed.
 Allow customers to view the details about the new services introduced by TraveLine.
The Envisioned System
1.6 Project ¤NIIT
In order to develop the software system for TraveLine Transit Services, you need to
analyze the existing system and create a design for the envisioned system by using UML.
For this, you need to create the following UML diagrams:
 Use case diagram
 Class diagram
 Sequence diagram (for any use case)
 Collaboration diagram (for any use case)
 State diagram (for any object)
 Activity diagram (for any use case)
 Component diagram
 Deployment diagram
¤NIIT Project 1.7
MerryMeeting is an events management and promotion company. The company prides
itself in meeting the event organization needs of small-and middle-sized companies.
In 1999, Dr. Joseph Hardy started the company to provide efficient, effective, and reliable
conference and event-outsourcing services to corporate clients. The high quality of
services provided by the company has led to a sizeable growth in its business within a
short span of time.
MerryMeeting maintains details about all the venues that can be booked for an event in
the Venues register. These details include the name of a venue, its address, the city and
the state in which it is located, the area zip code, the number of attendees that can be
accommodated at the venue, the rent applicable (per day), the name of the contact person,
and the contact number and e-mail address of the contact person.

Corporate clients approach the representatives of the Customer Care division of
MerryMeeting to register an event. Event registration at MerryMeeting is accomplished
by filling a registration form to capture the details of the company including any other
event-specific information.
Case Study 2: MerryMeeting Event Organizers
The Current System
1.8 Project ¤NIIT
The format of the event registration form is shown in the following figure.
MerryMeeting Event Organizers
Event Registration Form
Fields with (*) are mandatory
Personal Details:
Contact Person: ______________________(Full Name*)
Phone: _____________________________(Contact Phone Number*)
Company: ___________________________(Name of the Company*)
Address: ____________________________(Can be personal or Company’s address*)
Event Requirements: (All fields are mandatory)
Category:____________________________________( Product Launch, Conference,
Corporate Hospitality, Recruitment, Information distribution, and technical seminars)
Facilities Required:________________________________
Preferred Venue: _________________________________
Period: _____________________________(Mention the start date and the end date)
Would you like us to arrange for attendees (Y/N)?___
Number of attendees:____
Event Registration Form
After a client provides the required details, a representative of the Customer Care division
accepts the form. The representative checks the Events register to verify whether the
preferred venue is available for the specified dates. The representative also calculates the
total estimated cost for the event and communicates the availability status and the
estimated cost to the client. After receiving a confirmation from the client, details about

the event are entered in the Events register. The representative collects 50 percent of the
total rent payable for the venue as an advance payment.
In addition to registering events, representatives of the Customer Care division are
responsible for making arrangements for people attending the events. The attendee
registration is accomplished by filling the attendee registration form. The form is used to
capture attendee information, such as the name, address, contact number, and e-mail
address of an attendee along with the event details.
The registration can be free or involve some cost depending on the organizer’s choice. An
attendee receives a confirmation about the registration for an event from a representative
of the Customer Care division.
¤NIIT Project 1.9
The representatives provide details about the events registered on a particular day to the
management of MerryMeeting. These details are provided in the format shown in the
following figure.
Events Registered On
Company Contact Person Venue Estimated Cost Advance
XXXXX XXXXXXXX XXXX 9999.99 9999.99
Total Number of Registrations: Total Advance Recd.:
999999.99
Daily Registration Report
In addition, the representatives also need to prepare a list of all events along with the list
of attendees on a daily basis. This list is created in the format shown in the following
figure.
Daily Events Report
Date:
Event:
Venue:
Duration:
Attendee Name Address E-mail
XXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXX

Event:
Venue:
Duration:
Attendee Name Address E-mail
XXXXXXXXXX XXXXXXXXXXXXX XXXXXXXXX
Daily Events Report
1.10 Project ¤NIIT
To enhance the current business environment and address customer needs in an effective
way, the management of MerryMeeting has decided to automate the process of event and
attendee registration.
The new system should perform the following functions:
 Maintain a list of users along with their passwords.
 Allow the representatives of the Customer Care division to log on to the system by
providing their user name and password.
 Allow the representatives of the Customer Care division to enter and modify the
details of a venue. The details to be accepted include the name of a venue, its
address, the city and the state in which it is located, the area zip code, the number of
attendees that can be accommodated at the venue, the rent applicable, the name of
the contact person, and the contact number and e-mail address of the contact person.
 Allow the representatives of the Customer Care division to enter the details of an
event. A user should be allowed to select a venue. When a user specifies event dates,
the system should verify whether the venue is available for the specified dates. The
event should be registered and details about the event should be added to the
database only if the venue is available for the specified dates. Based on the venue
selected by the user and the event duration specified by the user, the total rent for the
event should be displayed and the advance amount should be calculated as 50
percent of the total rent.
 Allow the representatives of the Customer Care division to cancel an event.
Cancellation should be done at least five days before the date of the event.
 Allow the representatives of the Customer Care division to generate the Daily

Registration report and the Daily Events report in the formats specified.
 Allow a user to view a list of upcoming events.
 Allow a user to register for an event online by using a Web-based interface. This
interface should display a list of upcoming events and allow users to select an event.
For registering for an event, a user needs to fill up an attendee registration form. This
form should accept details such as the name, address, contact number, and e-mail
address of an attendee, and the user’s reason for attending the event.
 Allow venue owners to log on to a Web-based interface by providing their username
and password.
 Allow venue owners to enter details of any bookings made at their end by using the
Web-based interface.
 Allow venue owners to view the details of events organized at their venues.
The Envisioned System
¤NIIT Project 1.11
In order to develop the software system for MerryMeeting Event Organizers, you need to
analyze the existing system and create a design for the envisioned system by using UML.
For this, you need to create the following UML diagrams:
 Use case diagram
 Class diagram
 Sequence diagram (for any use case)
 Collaboration diagram (for any use case)
 State diagram (for any object)
 Activity diagram (for any use case)
 Component diagram


Deployment diagram
1.12 Project ¤NIIT
Jessup’s is a manufacturer of electronic consumer goods with a product portfolio that
includes refrigerators, air conditioners, washing machines, television sets, and cooking

ranges for home use.
Founded in 1982, Jessup’s is the market leader primarily because of its aggressive
marketing and continuous upgrade of product portfolio. The growth of the company is
largely due to its excellent understanding of the market forces because of which it has
always been able to beat the competition in launching innovative and useful products.
Jessup’s has a huge network of wholesale dealers who order products from Jessup’s and
supply them to retailers.
Jessup’s has a number of sales executives who interact with wholesale dealers. When a
delivery is made to a wholesale dealer, the sales executive responsible for interacting with
the wholesale dealer fills up a Sales Data Collection form. This form is used to compile
data for regional and seasonal variation in sales. The Sales Data Collection form is shown
in the following figure.
Sales Data Collection Form Date:
Wholesale Dealer’s Name:
Address:
City: State: Zip code:
Item Code Quantity Price Per Unit Total Amount
XXXXXX ##### ######.## ########.##
Sales Data Collection Form
At the end of each month, all Dales Data Collection forms for that month are sent to the
headquarters of the company where the sales department compiles the data and enters it
into Excel worksheets. These sheets are used to perform sales analysis.
The senior management of Jessup’s regularly launches various promotional schemes. For
example, they sell products at a discounted price during a particular season or provide
some items free of cost with purchases exceeding a particular amount.
The Current System
Case Study 3: Jessup’s – Manufacturer of Electronic
Consumer Goods
¤NIIT Project 1.13
After a scheme is launched, the marketing department of Jessup’s observes the effects of

the scheme in various regions. Their analysis generally focuses on the following factors:
 The increase in the sales after the launch of the scheme across the country.
 The regional distribution of the effects of the scheme.
To analyze the preceding factors, the marketing department keeps track of the amount
spent on the scheme in terms of extra goods being offered or discounts given to
customers. The company uses the Promotional Scheme Tracker form to keep a record of
the money spent on a scheme and the earnings from the scheme. Sales executives fill the
form when they make a delivery to a wholesale dealer.
The Promotional Scheme Tracker form is shown in the following figure.
<
Promotional Scheme Tracker Form Date:
Wholesale Dealer’s Name:
Address:
City: State: Zip Code:
Product
Code
Quantity Price Per Unit
Discount
Amount (If
Offered)
Scheme ID
Complimentary
Product Code
(If any)
XXXXX ##### ######.## ####.## XXXXXX XXXXXX
Promotional Scheme Tracker Form
All the end of the scheme period, all Promotional Scheme Tracker forms are collected
from each branch and the details in these forms are entered into Excel worksheets. The
marketing department then analyzes the data to determine the success or failure of various
promotional schemes.

1.14 Project ¤NIIT
The marketing department also generates reports for the senior management to enable the
management to make decisions on future products and promotional schemes. The reports
generated by the marketing department are:
 Regional Sales Report: The format of this report is shown in the following figure.

Report of Total Sales From To
For the region
Product
Code
Product Name
Total Number
of Units Sold
Average Price
Per Unit
Total Price
XXXX XXXXXXXXXXXX ######## ######.## ########.##
Regional Sales Report
 Regional Sales Report for a product during a scheme period: The format of this
report is shown in the following figure.
Sales Report
From To
Scheme ID: Description:
Region
Total Number of
Products Sold
Total Value of Products
Sold
Cost Incurred on
Scheme

XXXXXXXXXX ######## ##########.## ##########.##
Regional Sales Report During a Scheme Period
¤NIIT Project 1.15

Promotional Scheme Effects Analysis Report: The format of this report is shown in
the following figure.
Promotional Scheme Effects Analysis Report
Region:
Product
Code
Scheme ID
Total Quantity
Sold (With
Scheme)
Total Quantity
Sold (Without
Scheme Last
Year in the Same
Period)
% Change in Sales
XXXXXX XXXXXX ########## ########## ###
Promotional Scheme Effects Analysis Report
The senior management of Jessup’s wants to use the latest advances in the technology to
increase the efficiency of its sales and marketing division. The management wants to
provide a palm held device to all the sales executives to enable them to enter the sales
data whenever a transaction is made, so that the data can be immediately transferred to the
central server in real time. This would save a lot of time because it will eliminate the
manual effort required to collate data into Excel worksheets.
The management also wishes to automate the generation of reports for the marketing
division. To accomplish this, a new system needs to be developed.

The system should consist of an application, which will run in the Jessup’s head quarters
and should provide the following functionalities:
 Allow the administrator, senior management, and sales and marketing staff of
Jessup’s to log on to the system by providing their usernames and passwords. The
interface available to any user should be based on the role of the user and only
appropriate screens should be shown to any user.
 Allow an administrator to enter and modify the details of all the products sold at
Jessup’s in a central database. The details to be stored include the product code, the
product description, the product type, and the unit price.
 Allow all employees of Jessup’s with a valid username and password to view the
details of all products sold at Jessup’s.
 Allow an administrator to enter and modify the details of all schemes. The details to
be stored include scheme ID, scheme description, code of the product on which the
scheme is offered, percentage discount offered, and the code and price of the product
to be offered as a complimentary gift.
The Envisioned System
1.16 Project ¤NIIT

Allow all employees of Jessup’s with a valid username and password to view the
details of all schemes.
 Allow an administrator to enter and modify the details of all wholesale dealers who
deal with Jessup’s. The details to be stored include ID, name, address, city, state, zip
code, and phone number.
 Allow all employees of Jessup’s with a valid username and password to view the
details of the wholesale dealers.
The system should also have one Web-based application to provide an interface to the
large sales force of Jessup’s. The Web-based application should provide the following
functionalities:
 Allow the administrator, sales and marketing executives, and sales representatives to
log on to the system by providing their username and password.

 Allow sales representative to enter the details of sales made to wholesale dealers.
The details to be accepted include the ID of the wholesale dealer, the product code,
and the quantity. When an employee clicks the Submit button, the details should be
stored in the central database.
 Allow the sales representative to fill up the Promotional Scheme Tracker form after
selling a product with a promotional scheme. The format of the form will be same as
shown for the existing system. However, an additional field for storing the ID of the
sales representative needs to be added to the Promotional Scheme Tracker form.
 Allow the sales representatives to track their performance.
 Allow the sales and marketing executives to view a report on the effects of the
promotional schemes. The report should be generated on the basis of two parameters,
namely, Scheme name and Region. The format for the report should be the same as
the Promotional Schemes Effects Analysis report.
 Allow the sales and marketing executives to view a report on the total sales made
over a period and a region.
 Allow the sales and marketing executives to view a report on the total sales made
during a scheme period. The report should be generated on the basis of two
parameters, namely, scheme ID and region (All regions should also be an option).
The system should be designed in such a way that at a later stage, if there is a need to
generate some additional reports by manipulating data in different ways, the entire
architecture need not be changed. This requires that the business logic layer be separated
from the interface and database layers and thus this flexibility should reside in the
architecture of the Web-based application.
¤NIIT Project 1.17
In order to develop the software system for Jessup’s – Manufacturer of Electronic
Consumer Goods, you need to analyze the existing system and create a design for the
envisioned system by using UML. For this, you need to create the following UML
diagrams:
 Use case diagram
 Class diagram

 Sequence diagram (for any use case)
 Collaboration diagram (for any use case)
 State diagram (for any object)
 Activity diagram (for any use case)
 Component diagram
 Deployment diagram
1.18 Project ¤NIIT
Heartland Home Finance provides housing loans for purchase, construction, extension,
and renovation of property. Through their wide network of branches across the country,
they offer customers the most competitive interest rates, processing fees, administrative
fees, and a dedicated sales force to deliver services at the customer’s door step.
In 2000, Heartland Home Finance entered into a joint venture with John Norton Holdings,
which is one of the largest financial service providers in Europe. Through this joint
venture, Heartland gained access to most modern and innovative home finance products.
Since then, Heartland Home Finance has become the first choice for customers across the
nation.
Heartland Home Finance has 24 branch offices across the country. These branch offices
have regional sales teams, which are assigned specific areas to work in. The sales teams
use telemarketing activities and newsletters to establish a relationship with customers.
Heartland provides a number of loan programs with different interest rates. The details
about the loan programs are stored in the Loan Programs register. The details stored in the
register include the loan program code, the description, and the current rate of interest. A
customer who wants to acquire a loan is asked to fill out a loan application form.
The customer is also required to produce documents for proof of income along with the
loan application form. The personal information of a customer, such as name, date of
birth, marital status, address, city, state, zip code, contact numbers, and number of
dependents, is maintained in the Customer Information register. Each customer is
provided with a unique customer ID.
The loan application details, such as the application reference number, application date,
type of loan, amount of loan, the loan program code, property address, annual family

income, income from other sources, guarantee cover, market value of the guarantee
provided, and the loan request details, are stored in the Loan Application register. In
addition to these details, the register includes the status of the loan, such as approved or
rejected, and the reasons for rejection.
The assigned sales representative verifies the information provided by the customer and
makes a decision on the loan application in consultation with the Loans Approval
Department. Then, the sales representative fills out the Loan Details form.
The decision on the loan application along with all the details about the loan are
maintained in the Loan Details register. The information maintained in this register
includes the customer ID, amount of loan granted, monthly installments, total period of
Case Study 4: Heartland Home Finance
The Current System
¤NIIT Project 1.19
loan, down payment required, the rate of interest on the loan, and the total amount
payable by the customer.
When a customer makes a payment, the details are stored in the Payment Details register.
This register stores details such as the application reference number, check number, check
date, and the value of the amount.
The Loans Approval department of every branch generates monthly reports based on loan
details and payment details registers, which are then sent to the head office. The loan
department also generates the Payment Status report for every customer.
The management of Heartland Home Finance wishes to automate and centralize the entire
system so that the data can be stored in one central database. They want to provide their
customers with a facility to apply for a home loan online. Heartland also wants to
automate the entire procedure of loan processing, payment procurement, and reporting to
the central headquarters.
The system should consist of an application specifically written for the administrator and
other staff at the head office, using which they will be able to add/view/modify various
loan schemes, branch information, and employee information. The exact details of the
features required in the application are:

 The system should provide a logon mechanism for administrators, senior
management, and employees at the head office. The facilities provided to any of the
staff would be dependent on the role of that particular person.
 The system should store the details of the loan programs offered by Heartland Home
Finance in the database. The information that needs to be stored in the program is
name, code, maximum amount of loan, rate of interest, time duration of the loan, and
whether the loan can be approved by the branch office. These details should be
viewable by anyone who has a valid username and password. However, only the
administrators should be able to edit or delete these details.
 The system should also maintain all the information about the branch offices. The
details, which should be stored are, the branch name, code, address, city, state, zip
code, phone number, and contact person. The editing and deleting rights will only be
with administrators and all other employees will only be able to view the data.
 The system should store details about the employees of the head office. The
information required includes the employee name, code, address, city, state,
designation, date of birth, date of joining, phone number, e-mail address, and
password. The branch ID will be set as HO. The designation could be sales
representative, accountant, sales manager, and administrator. All the data should be
viewable to all employees with valid username, but the editing and deleting rights
should be with the administrators only.
The Envisioned System
1.20 Project ¤NIIT
In addition, a Web-based application should be created, which would provide an interface
to the customers to fill out loan application forms and monitor the status of their account.
In addition, the application should provide the staff of Heartland an interface through
which they will be able to perform most of their activities online. The Web-based
application should provide the following functionality:
 The system should provide a common logon mechanism for the administrators, head
office sales representatives, branch office sales representatives, personnel from
accounts division, and branch managers, and senior management of Heartland. The

interfaces shown to a particular user after they log on should depend upon the role of
the particular user.
 The system should provide an interface to the branch managers through which they
can view all the un-assigned loan application forms and assign them to the sales
representatives. While assigning the work, the branch manager should be able to
view the current workload on a sales representative in terms of the loan applications
already pending with a particular employee.
 The system should also maintain the details of all the accounts being processed by
the sales representatives at the head office. The details that need to be maintained are
status of the account (which can be Processing, Approved, Rejected), employee code
of the sales representative handling the account, branch in which the account was
generated, date on which the application was received, date on which the application
was closed, and remarks, if any.
 The branch manager should also be able to query the system to find out the
performance of any of the sales representative over a period of time and also on the
basis of the volume of business generated by a particular sales representative.
 An interface to add information about the employees should be provided to the
branch managers.
 The system should provide an interface for the sales representatives through which
they will be able to view all the loan application forms assigned to them. They
should be able to fill the loan detail form and update the system online. After making
a decision about the action to be taken on an application, a sales representative
should be allowed to modify the Status and the Reason for Rejection fields in the
Loan Application table.
 Any loan application covered under a scheme, which has to be directly handled by
the head office, will go into the account of the sales manager at the head office, who
will then assign the accounts to the sales representatives of the head office. The sales
manager should be able to view the same set of information that is available to a
branch manager.
 An interface to view the personal progress over a period of time should also be made

available to the sales representatives. A sales representative should be able to view
his past performance on the basis of the status of the loan application, time period,
and volume of business generated.
¤NIIT Project 1.21

The system should enable the personnel from the accounts division to enter the
details of EMI payments made by customers. In addition, the system should enable
the accounts personnel to view the Payment Status report.
 The system should provide a Web-based interface to enable a customer to complete
an application form for a home loan. The design of the form should be similar to the
application form. As soon as the application form is submitted, an application
number should be generated and displayed to customers.
 The system should enable the customers to log on and view their application status
and the balance payments. The details that should be made available while viewing
the application status should be the application ID, date of application, and the status
of the application. The details should be in the form of hyperlinks. Clicking a link
should display a page with all the details of the loan application form.
 In addition to these services, the system should also have an interface to generate the
relevant reports, which can either be generated at the branch office or at the head
office by either the sales manager or the branch managers.
 Appropriate reports should be generated by the system for the administrator and the
branch managers.
In order to develop the software system for Heartland Home Finance, you need to analyze
the existing system and create a design for the envisioned system by using UML. For this,
you need to create the following UML diagrams:
 Use case diagram
 Class diagram
 Sequence diagram (for any use case)
 Collaboration diagram (for any use case)
 State diagram (for any object)

 Activity diagram (for any use case)
 Component diagram
 Deployment diagram
1.22 Project ¤NIIT
Cray Systems is one of the leading computer system manufacturing companies in the U.S.
The company was established in 1998 to provide advanced products and related
peripherals. Its persistent focus on customer needs and high quality services has led to a
sizeable growth in its business.
The staff at Cray Systems designs, builds, and customizes products. It has more than 2
million computer systems installed in the country and its customer base ranges from
technology-savvy users and companies to home users.
Cray Systems has multiple branch offices across the country. Each branch office has its
individual Customer Care Center. The center serves as the liaison between the company
and its customers and is responsible for maximizing customer satisfaction by promptly
resolving customer queries.
The customer care centers at the branch offices receive various queries from their
customers. These queries may include problems related to installation and configuration
of software, hardware-software compatibility issues, malfunctioning of hardware
components, and requests for replacement of computer/hardware components. Customer
care executives at each branch need to resolve these queries. If a customer care executive
knows the solution to a query, he/she resolves the query on his/her own. Otherwise, the
query is forwarded to the central headquarters.
When a customer calls the Customer Care Center, he or she is required to provide the
customer ID and name to an executive. The executive searches for the customer’s account
information from a centrally located Microsoft Excel worksheet. After locating the
information, the executive asks the customer to specify the problem being faced.
Each executive maintains a Customer Query Excel worksheet. The details of all the
queries received by the executive are recorded in this worksheet. If the executive has the
answer to the query, it is resolved immediately; otherwise a unique number is assigned to
the query and is communicated to the customer.

The query number contains a three-digit branch code, a three-digit executive ID, and a
serial number. It is stored in the format xxx-xxx-xxxxx. For all queries forwarded to the
headquarters, the executive records the query in another Microsoft Excel worksheet,
Customer Query to HQ. This worksheet contains the details of the query, the ID of the
customer, the response from the central headquarters, and the date of response. A
customer uses the query number in the subsequent calls to check the status of the query.
Case Study 5: Cray Systems
The Current System
¤NIIT Project 1.23
At the end of a day, the Excel worksheets maintained by all the executives are sent to the
headquarters. The executives at the headquarters receive the files for the branches
allocated to them, update the sheets with the solutions to the customer queries, and send
them back to the respective branch offices. The executives at branch offices then use the
updated sheets to respond to customer queries.
A monthly performance analysis report is generated to grade the customer care executives
in each branch, which is then forwarded to the headquarters. The following table shows
the format of the report.
For the Month: XXXXXXX
Computer System: Description:
Branch
Code
Executive
Code
Executive Name Number of
Queries
Solved
Number of
Queries
Forwarded
Avg. Time

Taken for
Query
Resolution
XXX XXX XXXXXXXXXX
XX
### ### ###
As is evident from the existing system, a lot of time is wasted in collecting information
from customers and maintaining it in Excel worksheets. Therefore, the senior
management at Cray Systems feels it imperative to change the current structure with an IT
backbone where all the branch offices are networked and all of them are connected to a
central database.
In addition, the management also wants to use the power of the Internet to reduce the time
taken for query resolution and to simplify the process of query-status inquiry for a
customer.
The system, which needs to be rolled out initially, will be deployed in the Cray Systems
headquarters only and should have the following features:
 It should have a logon mechanism for the administrators, senior management of Cray
Systems, and the employees of the organization. The functions available to a
particular user would depend on user rights.
 It should maintain the details of all the products and the peripheral devices provided
by Cray Systems in a central database named CraySystems. The details to be stored
include the product ID, name, description, and price per unit. The database would
contain predefined categories of products being sold by Cray systems and therefore,
the product being entered into the database should map to a particular category. The
code for the product or peripheral devices should be generated automatically based
on the category for that particular product.
The Envisioned System
1.24 Project ¤NIIT

It should maintain the details of all the branch offices in a central database named

CraySystems. The details to be stored include the branch code, branch office address,
city, state, zip code, and phone number. Any employee who has a valid logon can
view and add branch details. However, only an administrator can modify and delete
them.
 The system should maintain details such as ID, first name, last name, address, city,
state, zip code, phone number, designation, date of joining, date of birth, phone
number, e-mail ID, branch ID, and password of the employees in the CraySystems
database. For employees at the headquarters, the branch ID should be set to HQ.
Everybody can view the data, but only the administrator of the system can edit or
delete the data.
 It should maintain the details of branch offices assigned to the executives at
headquarters. The details to be stored include the executive ID and the ID of the
branch assigned to the executive.
Once this system is developed, the next part of the project would start, which would focus
on providing a Web-based application to the customers as well as the customer care
executives of the branch offices so that the entire procedure of providing support to the
customers can be streamlined.
The Web-based application should provide the following features:
 It should provide a customer logon mechanism using which the existing customers of
Cray Systems can access all the interfaces available to them.
 It should provide a Web-based interface to enable employees to log on to the system
by providing the employee ID and the password. The interfaces available to a
particular user would be based on the role of the user in the organization. The role
can be Administrator, Branch Manager, Head Office Executive, or Branch Office
Executive.
 It should provide an interface for the branch managers to enter the information about
all the customer care executives working at a branch. Only the branch manager
should be able to edit or delete this information.
 It should also provide an interface to enable the branch manager to enter all the
details about a customer. The details, which need to be maintained by the system, are

first name, last name, address, city, state, zip code, phone number, and e-mail ID.
 It should maintain the details of customer queries, which include the customer ID,
branch code, ID of the executive handling the query, query number, query
description, date of the query, date of resolution, suggested solution, and status of the
query, which could be Closed, Closed-Unsuccessfully, Pending, Forwarded to
Headquarters, or Unassigned.
¤NIIT Project 1.25

It should enable a branch manager to view the details of all the unassigned queries
and assign an executive to the query. When an executive is assigned to a particular
query, the status of the query should be changed to Pending. While doing this, the
workload on a particular employee should also be visible to the branch manger. The
details that should be visible to the branch manager are the queries already assigned
to a particular employee that are still pending and those that have not been forwarded
by him/her to the headquarters. The branch manger should also be able to assign
importance levels to a query. The importance levels can be:
z Highly critical: Turn around time should not be more then 24 hours.
z Critical: Turn around time should not be more then 48 hours.
z Normal: Turn around time should not be more then 72 hours.
 The system should also generate alerts whenever a query is not resolved within the
time allocated to it. The branch manager, in whose branch the query was raised,
should be able to view these alerts.
 An interface to generate employee reports should also be provided to the branch
managers. The reports would be generated based on certain parameters, such as time
period, status of query, and the employee name. The branch manager should be able
to specify any or all of these parameters and generate the appropriate report.
 The system should also provide an interface to the branch managers to grade
employees based on the average turn-around time they take to solve the queries.
 It should provide a Web form to facilitate the customer care executives to enter query
details in the central database with the help of an intuitive interface. The details to be

accepted include the customer ID, product ID, query details, ID of the executive
handling the query, and the date of query. If an executive knows the solution to the
query, the date of resolution, and the suggested solution should also be accepted and
the status of the query should be updated to Closed. If the executive does not know
the solution to the query, he or she should be allowed to forward the queries to the
headquarters. In such a case, the status of the query should be set to Forwarded to
Headquarters. The system should also provide a facility for saving the half-filled
solution that can be later accessed by the executive and filled up.
 It should enable the executives at the headquarters to view the details of queries
forwarded by the branch offices assigned to them. The details should be displayed in
the form of a grid. When an executive clicks the Provide a Solution link next to a
particular query, a form should be provided to the executive to specify the solution.
When the executive clicks the Submit button on the form, the suggested solution and
date of resolution of the query should be updated. In addition, the status of the query
should be changed to Closed. The HQ executive should also be allowed to enter the
status as Closed – Unsuccessfully when they find that no solution is available for a
particular problem. The option to save half-filled solution should be provided at this
level also.