MILESTONE 2 - PROBLEM ANALYSIS

Problems, Opportunities, Objectives, and Constraints Matrix.

T he matrix should be completed based on the solution of Milestone 1, the case background information, and the user interviews. The students should try to identify the causes and effects of the problems identified in Milestone 1. Make sure students identify a cause and not restate the problem. Also, make sure they specify proper objectives to correct the problems. You will have a multitude of different answers. Evaluate their thought processes. The following matrix illustrates one possible solution.

PROBLEMS, OPPORTUNITIES, OBJECTIVES AND CONSTRAINTS MATRIX
|Project: Client Technology Tracking System |Project Manager: Peter Charles |
|Created by: Anna Kelly |Last Updated by: Anna Kelly |
|Date Created: 03/22/2006 |Date Last Updated: 03/22/2006 |

|CAUSE AND EFFECT ANALYSIS |SYSTEM IMPROVEMENT OBJECTIVES |
|Problem or Opportunity |Causes and Effects |System Objective |System Constraint |
|The current system does not accurately track |Three-ring binder that holds information is |Create a searchable database of configuration |Configuration information should not be accessible |
|configuration information, leading to wasted time |disorganized and incomplete. |information. |from the Internet for security reasons. |
|for technicians and clients. |Three-ring binder is difficult to keep up-to-date |System should be easy to update in the field. |If not online, then need to replicate data between |
| |because word processing documents cannot be updated| |master and copy. |
| |in the field. | | |
| |Leads to wasted effort in the field, unbilled | | |
| |hours, and dissatisfied clients. | | |
|The current system does not accurately track |Three-ring binder that holds information is |Create a searchable database of configuration |Configuration information should not be accessible |
|installed components, leading to wasted and |disorganized and incomplete. |information. |from the Internet for security reasons. |
|non-billable extra trips to the customer’s place of|Three-ring binder is difficult to keep up-to-date |System should be easy to update in the field. One |If use barcode scanning, would have to change |
|business. |because word processing documents cannot be updated|approach could be the use of barcode scanning. |inventory check-in process. |
| |in the field. | |If use barcode scanning, would have to make sure |
| |Leads to wasted effort in the field, unbilled | |barcode was on every piece of equipment. |
| |hours, and dissatisfied clients. | |If not online, then need to replicate data between |
| | | |master and copy. |
|The proposed system could allow clients to enter |Receptionist takes calls and route to technicians |Create Internet application in which clients can |Internet application must have adequate security. |
|service requests online, saving receptionist time |with phone transfer or e-mail. |enter their own service requests. | |
|plus providing more efficiency. |If client calls back, request can get duplicated | | |
| |and worked on by multiple technicians. | | |
| |Leads to wasted effort and dissatisfied clients. | | |
| |Consumes a great amount of receptionist's time. | | |
|The proposed system could provide a customer |Would allow technicians to see what other |System would allow technicians to record notes on |Internet application must have adequate security. |
|history that would allow for better service. |technicians had done. |work done on service requests. | |
| |Would lead to better customer satisfaction. |Technicians and client could see service request | |
| | |history. | |

Context Diagram

The Context Diagram below is one possible solution based on the interviews in Milestones 1 and 2. This was drawn in Microsoft Visio. Visio cannot easily produce a Context Diagram exactly like the one shown in chapter 5. The Data Flow Model template found in the Software category can produce one that is like the sample except that the square Interface symbol must be used instead of the Actor symbol. This, of course, is DFD style.

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Tentative List of Requirements

The list of requirements below is one possible solution based on the interviews in Milestones 1 and 2. Students may combine some requirements; evaluate their thought processes in building the list. Pay careful attention to the classification. In your class discussion you might point out that functional requirements show up in the context model, while generally non-functional requirements do not show up in the context model other than to specify the actors that can do send or receive certain information.

|Requirement |Classification |
|The system should allow technicians to view and edit hardware component information in the field. |Functional |
|The system should allow technicians to view and edit software configuration information in the field. |Functional |
|The system must make it easy for technicians to update the component and configuration information. |Non-functional |
|If system is not always online then need to replicate data between master database and copies. |Non-functional |
|The system should allow clients, technicians, and the receptionist/bookkeeper to submit service requests. |Functional |
|The component and configuration parts of the system should not be online. |Non-functional |
|The service request part of the system should be online. |Non-functional |
|The service request part of the system should have adequate security. |Non-functional |
|Clients, technicians, and management should be able to view unresolved service requests and the history of work |Functional |
|performed on them. | |
|Techs should be able to enter work performed on a service request |Functional |
|Only techs should be able to enter work performed on a service request |Non-functional |
|Techs should be able to enter new equipment to the system. |Functional |
|Only techs should be able to enter new equipment to the system. |Non-functional |
|Techs should be able to mark a service request as resolved |Functional |
|The system should be able to mark as service request as resolved if nothing more is heard from the client after the |Functional |
|passage of a set amount of time | |