2.telecom customer service management 1

8/7/2019 2.Telecom Customer Service Management 1

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2. SOFTWARE AND HARDWARE REQUIREMENTS

SOFTWARE REQUIREMENTS:

Operating System

: Windows

Database : MySQL

Technologies : Java

IDE : Net Beans, My Eclipse

Browser : Internet

Server : Tomcat 5.0

HARDWARE REQUIREMENTS:

HDD

: 40 GB Recommended

RAM :

512 MB Recommended

Processor : INTEL,AMD

3. LITERATURE SURVEY

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Java is an Object-Oriented, multi-threaded programming language

developed by Sun Microsystems in 1991. It is designed to be small, simple and

portable. The popularity of the Java is due to 3 key elements powerful programminglanguage, applets and rich set of significant object classes.

Advantages of Java

1. Simple

2. Secure

3. Portable

4. Object Oriented

5. Robust

6. Multithreaded

7. Interpreted

8. High Performance

9. Distributed

10. Dynamic

JDBC-ODBC

JDBC is a set of Java API for executing SQL statements.

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1. Two-Tier Model

2. Three-Tier Model

Two-Tier Model:

In Two-Tier Model, a Java applet or application talks directly to the database. Thisrequires a JDBC driver that can communicate with the particular database

management systems accessed. Users SQL statement is delivered to the database and

the results of those statements are sent to the user. This is referred to as client/serverconfiguration.

Three-Tier Model:

In this a middle tier is introduced for fast performance. It sends the SQL statementsto the databases. The results of the query are send to middle tier, which sends them

to user.

getConnection( ) of DriverManager class is used to get connection object.

It prepares Statement Object to prepare SQL statement

The method executeQuery( ) is used to obtain ResultSet and the method

executeUpdate( ) is used to for deleting, updating or inserting records.

1. rollback ( ) and commit( ) are used to undo or permanent save the changes.

Example:

a) Create a data base students in Ms-Access with table student containing the

following fields studid number, sname text, course text and marks number.

b) Create a datasource studentdsn in ODBC for the above database

c) Write the source file , compile and execute it.

11. Remote Method Invocation (RMI):

RMI allows java object that executes on one machine to invoke a method

that executes on another machine. This is the one method of creating distributed

application.

Steps to create client/server application using RMI

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1. Write source code for interface, server and client program and compile them.

2. Generate Stubs and Skeletons classes by compiling server program using RMI

Compiler

3. Install files on client and server machines.

4. start RMIregistry on server machine to map server name to object reference

5. Execute the server program by java server.

6. Execute the client program on client machine by java client local host args

Servlets

Servlets are small programs that execute on the server side of a Web connection,used to extend the functionality of a Web Server.

JSDK: Java Servlet Development Kit (JSDK) contains class libraries to create

servlets. It contains the utility servletrunner to test the servlets. The basic life cycles

of servlets are init( ), service( ) and destroy( ). The steps to create a servlets are

1. Create and compile the servlet source code.2. Start the servletrunner utility.

3. Start a Web browser and reuse the servlet.

Adv of servlets over CGI:

Performance is better. Creating a separate process to handle each client reuest

Isnt necessry.

Servlets are platform-independent, because they are written in Java.

The Java Security Manager on the server enforces a set of restrictions toprotect

the resources on a server machine.

The full functionality of Java class is available to the servlet. It cancommunicate

with applets, databases or other software via sockets and RMI.

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Component Constructor Methods


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6

Interfaces Class Methods

Servlet GenericServlet Init(ServletConfig sc )

ServletRequest ServletInputStream

Service(ServeltRequest

req, ServletResponseres

ServletResponse ServletOutputStream void destroy( )

ServletConfig ServletExceptionServletConfiggetServletConfig( )

ServletContext UnavailableException

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4. SYSTEM ANALYSIS

In System Analysis and Design phase, the whole softwaredevelopment process, the overall software structure and its outlay are defined. In

case of the client/server processing technology, the number of tiers required for the

package architecture, the database design, the data structure design etc are all definedin this phase. After designing part a software development model is created. Analysis

and Design are very important in the whole development cycle process. Any fault in

the design phase could be very expensive to solve in the software development

process. In this phase, the logical system of the product is developed.

Software Requirement Analysis:

Software Requirement Analysis is also known as feasibility study. Inthis requirement analysis phase, the development team visits the customer and

studies their system requirement. They examine the need for possible software

automation in the given software system. After feasibility study, the development

team provides a document that holds the different specific recommendations for thecandidate system. It also consists of personnel assignments, costs of the system,

project schedule and target dates.

The requirements analysis and information gathering process is

intensified and focused specially on software. To understand what type of theprograms to be built, the system analyst must study the information domain for the

software as well as understand required function, behavior, performance and

interfacing. The main purpose of requirement analysis phase is to find the need andto define the problem that needs to be solved.

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4.1 Problem Identification:

Telecom Customer Management System is aimed to develop to cater the

needs of telecom department. This application can be utilized by the HR departmentof telecom department, New connection department, Collection Centers of the

telecom department and Customer Care Service of Telecom Department. The stake

holders of the project are HR managers, New Connection clerks, Collection Centersexecutives and customer Service representatives of Telecom Department. Thisapplication is designed in three tire architecture in web based technology. The

Software development Life Cycle is RAD Rapid Application Development. This

project is mainly focused on customer care department Customer Care includes the provisioning of various services that address the vital needs of the

customer/subscriber. Customer Care module helps assisting to track and maintain the

information related to the functions such as editing subscriber information, changingTariff plan and applying waivers to subscriber accounts etc only to name a few.

However, Customer Care is bound to provide the wide range of services, which

rightly meets the subscribers need.

4.2 Existing System:

The existing system is developed with COBOL with as400 database. This is a standalone system which is not meeting the requirements of the customer care properly.

Hence the department wants a web based system which can connects all the

department as well as it can be updated with the data every movement about the new

customers. In the existing system time to time as and when the new customers are

adding it can be updated with other system through excel sheets. But there is noautomated system is available.

4.3 Proposed System:

The proposed system is developed in java technologies in web based mode. Thissystem has four modules.

1. Administrator or HR Manager

2. New connections

3. Collection Center

4. Customer Care.1. Administrator or HR Manager: This module is responsible for creating new

user accounts for the employees working all the departments. This module recordsthe details of new employees and issues a user name and password. This modules is

also responsible for modify the details of the employees. This module can create the

policies of new connection for per paid and post paid. This module create the plansand new recharge card tariffs.

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2. New connection counter: This module is meant for recording the new customer

details into the database. This module facilitates with all available plans to the

customers and the customer can choose the right plan for his needs. This moduleissues the phone no once the verification criterion is completed. Through this module

the new connection counter issues post paid or pre paid connection to the customer.

In the post paid there are different plans are available the customer can choose therequired plan according to his choice.

3. The collection Center: This module is responsible for receiving the money from

the customer every month as soon as a connection is given. This module is a

collection center for pre paid or post paid connection. Through this module the topup or easy recharge can be done for pre paid customers and monthly payment can be

received from the customers.

4. Customer Care: This module is responsible for answer any quires of the

customers. Through this module the customers can modify the details of theaddresses contact nos as well as they can also change the plans from time to time.

This module will give complete information of their personal details as well as their

plan and tariff plans. The customers when ever they have any grievance they can callthe customer care and get the proper information about their connection.

4.4 Feasibility System

Feasibility ReportPreliminary investigation examine project feasibility, the likelihood the system

will be useful to the organization. The main objective of the feasibility study is to

test the Technical, Operational and Economical feasibility for adding new modules

and debugging old running system. All system is feasible if they are unlimited

resources and infinite time. There are aspects in the feasibility study portion of the

preliminary investigation

1. Technical Feasibility.

2. Operation Feasibility

1. Technical Feasibility

The technical issue usually raised during the feasibility stage of

the investigation includes the following

Does the necessary technology exist to do what is suggested?

Do the proposed equipments have the technical capacity to hold the datarequired to use the new system?

Will the proposed system provide adequate response to inquiries, regardless of

the number or location of users?

Can the system be upgraded if developed?

Are there technical guarantees of accuracy, reliability, ease of access and data

Security?

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Earlier no system existed to cater to the needs of Secure

Infrastructure Implementation System. The current system developed is technically

feasible. It is a web based user interface for audit workflow at NIC-CSD. Thus itprovides an easy access to the users. The databases purpose is to create, establish

and maintain a workflow among various entities in order to facilitate all concerned

users in their various capacities or roles. Permission to the users would be granted based on the roles specified. Therefore, it provides the technical guarantee of

accuracy, reliability and security. The software and hard requirements for the

development of this project are not many and are already available in-house at NICor are available as free as open source.

Operational FeasibilityProposed projects are beneficial only if they can be turned out

into information system. That will meet the organizations operating requirements.Operational feasibility aspects of the project are to be taken as an important part of

the project implementation. Some of the important issues raised are to test the

operational feasibility of a project includes the following:

Is there sufficient support for the management from the users?

Will the system be used and work properly if it is being developed and implemented?

Will there be any resistance from the user that will undermine the possible application

benefits?This system is targeted to be in accordance with the above-mentioned

issues. Beforehand, the management issues and user requirements have been taken

into consideration. So there is no question of resistance from the users that canundermine the possible application benefits. The well-planned design would ensure

the optimal utilization of the computer resources and would help in the improvement

of performance status.

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5. System Design

Inputs and Output Design

Output Design:

One of the most important factors of an information system for the user

is the output the system produces. Without the quality of the output, the entire

system may appear unnecessary that will make us avoid using it possibly causing itto fail. Designing the output should process the in an organized well throughout the

manner. The right output must be developed while ensuring that each output

element is designed so that people will find the system easy to use effectively.

The term output applying to information produced by an information systemwhether printed or displayed while designing the output we should identify the

specific output that is needed to information requirements select a method to present

the formation and create a document report or other formats that contains produced by the system. Outputs from computer systems are required primarily to

communicate the results of processing to users. They are also used to provide a

permanent copy of the results for later consultation. The various types of outputs ingeneral are

External Outputs, whose destination is outside the organization.

Internal Outputs whose destination is with in organization and they are the

Users main interface with the computer.

Operational outputs whose use is purely with in the computer department.

Interface outputs, which involve the user in communicating directly with

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Output Definition:

The outputs should be defined in terms of the following points

Type of the output

Content of the output Format of the output

Location of the output

Frequency of the output

Volume of the output

Sequence of the output

The proposed system can be designed perfectly with the three tier

model, as all layers are perfectly getting set as part of the project. In the future, while

expanding the system, in order to implement integration touch points and to provideenhanced user interfaces, the n-tier architecture can be used. The following diagram

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will represent the typical n-tier architecture.

Layout Design

It is an arrangement of items on the output medium. The layouts

are building a mock up of the actual reports or document, as it will appear after the

system is in operation. The output layout has been designated to cover information.The outputs are presented in the appendix.

Input Design

Input design is a part of overall system design. The main objective duringthe input designs is as given below

To produce a cost-effective method of input.

Input Stages

The main input stages can be listed as below

Data recording

Data transcription

Data conversion

Data verification

Data control

Data transmission

Data validation

Data correction

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Input Types

It is necessary to determine the various types of inputs. Inputs can be

categorized as follows

External inputs, which are prime inputs for the system.

Internal inputs, which are user communications with the system. Operational, which are computer departments communications to the system?

Interactive, which are inputs entered during a dialogue.

Objectives of Input Design

Input design consists of developing specifications and procedures for data

preparation, the steps necessary to put transaction data into a usable from forprocessing and data entry, the activity of data into the computer processing. The five

objectives of input design are

Controlling the amount of input

Avoiding delay

Avoiding error in data

Avoiding extra steps

Keeping the process simple

Controlling the Amount of Input

Data preparation and data entry operation depend on people, because

labor costs are high, the cost of preparing and entering data is also high. Reducing

data requirement expense.

Architecture Flow

The current application is being developed by taking the 3-tier architecture as

a prototype. The 3-tier architecture is the most common approach used for web

applications today. In the typical example of this model, the web browser acts as the

client, IIS handles the business logic, and a separate tier MS-SQL Server handlesdatabase functions.

Although the 3-tier approach increases scalability and introduces a separation

of business logic from the display and database layers, it does not truly separate theapplication into specialized, functional layers. For prototype or simple web

applications, the 3-tier architecture may be sufficient. However, with complex

demands placed on web applications, a 3-tiered approach falls short in several key

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areas, including flexibility and scalability. These shortcomings occur mainly because

the business logic tier is still too broad- it has too many functions grouped into one

tier that could be separated out into a finer grained model.

6. Implementation

A product software implementation method is a systematically structuredapproach to effectively integrate software based service or component into the

workflow of an organizational structure or an individual end-user.

This entry focuses on the process modeling (Process Modeling) side of theimplementation of large (explained in complexity differences) product software,

using the implementation of Enterprise Resource Planning systems as the main

example to elaborate on.

OverviewA product software implementation method is a blueprint to get users

and/or organizations running with a specific software product. The method is a set ofrules and views to cope with the most common issues that occur when implementing

a software product: business alignment from the organizational view and acceptance

from the human view. The implementation of product software, as the final link in

the deployment chain of software production, is in a financial perspective of a majorissue. It is stated that the implementation of (product) software consumes up to 1/3 of

the budget of a software purchase

Implementation complexity differences

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The complexity of implementing product software differs on

several issues. Examples are: the number of end users that will use the product

software, the effects that the implementation has on changes of tasks andresponsibilities for the end user, the culture and the integrity of the organization

where the software is going to be used and the budget available for acquiring product

software. In general, differences are identified on a scale of size (bigger, smaller,more, less). An example of the smaller product software is the implementation of

an office package. However there could be a lot of end users in an organization, the

impact on the tasks and responsibilities of the end users will not be too intense, as thedaily workflow of the end user is not changing significantly. An example of larger

product software is the implementation of an Enterprise Resource Planning system.

The implementation requires in-depth insights on the architecture of the organization

as well as of the product itself, before it can be aligned. Next, the usage of an ERPsystem involves much more dedication of the end users as new tasks and

responsibilities will never be created or will be shifted.

Software customization and Business Process Redesign

Process modeling, used to align product software and organizational

structures, involves a major issue, when the conclusion is drawn that the productsoftware and the organizational structure do not align well enough for the software to

be implemented. In this case, two alternatives are possible: the customization of the

software or the redesign of the organizational structure, thus the business processes.

Customizing the software actually transforms the product software in

tailor-made software, as the idea of standardized software no longer applies. This

may result in loss of support on the software and the need to acquire consultancywhen issues arise in the usage of the software. Customizing however results in a

situation where the organizational integrity is not adjusted, which puts less pressureon the end users, as less changes or shifts in workflows are required. This fact maypositively add to the acceptance of any new (product) software application used and

may thus decrease the implementation time and budget on the soft side of the

implementation budget.Redesigning business processes is more sensible for causing resistance in

the usage of product software, as altered business processes will alter tasks and

responsibilities for the end users of the product software. However, while the productsoftware is not altered, better support, training and service levels are possible,

because the support was created for the specific integrity of the software.

Implementation Frameworks:The guiding principle versus the profession

Another issue on the implementation process of product software is thechoice, or actually the question, to what extent an implementation method should be

used. Implementation methods can on the one hand be used as a guiding principle,

indicating that the method serves as a global idea about how the implementation

phase of any project should run. This choice leaves more room for situational factorsthat are not taken into account in the chosen method, but will result in ambiguity

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when questions arise in the execution of the implementation process. On the other

hand methods can be used as a profession, meaning that the method should be taken

strict and the usage of the method should be a profession, instead of a guidingprinciple. This view is very useful if the implementation process is very complex and

is very dependent on exact and precise acting.

Organizational and quality management will embrace this view, as a strict

usage of any method results in more clarity on organizational level. Change

management however might indicate that more flexibility in an implementation

method leaves more room for the soft side of implementation processes.

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Implementation frameworks

Apart from implementation methods serving as the set of rules to

implement a specific product or service, implementation frameworks serve as theproject managed structure to define the implementation phase in time, budget and

quality. Several project management methods can serve as a basis to perform the

implementation method. Since this entry focuses on the implementation of productsoftware, the best project management methods suitable for supporting the

implementation phase are project management methods that focus on software and

information systems itself as well. The applicability of using a framework for

implementation methods is clarified by the examples of using DSDM and Prince2 asproject management method frameworks.rony

DSDMThe power of DSDM is that the method uses the principles of iteration and

incremental value, meaning that projects are carried out in repeating phases whereeach phase adds value to the project. In this way implementation phases can be

carried out incrementally, adding value to for example the degree of acceptance,awareness and skills within every increment [F. Von Meyenfeldt, Basiskennis

projectmanagement, Academic Service 1999]. Besides in the management of chance

scope, increments are also usable in the process modeling scope of implementationphases. Using increments can align process models of business architectures and

product software as adding more detail in every increment of the phase draws both

models closer. The DSDM also has room for phased training, documentation and

reviewing.

As DSDM does, the Prince2 method acknowledges implementation as aphase within the method. Prince2 consists of a set of processes, of which 3 processes

are especially meant for implementation. The processes of controlling a stage,

managing product delivery and managing stage boundaries enable an implementationprocess to be detailed in with factors as time and quality. The Prince2 method can be

carried out iteratively but is also suitable for a straight execution of the processes.

The profits for any implementation process being framed in a project managementframework are:

Clarity

An implementation framework offers the process to be detailed in withfactors such as time, quality, budget and feasibility.

Iterative, incremental approachAs explained, the possibility to execute different phases of the

implementation process iteratively enables the process to be executed by

incrementally aligning the product to be implemented with the end-user(organization).

Assessments

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Using an embedded method brings the power that the method is designed to

implement the software product that the method comes with. This suggests a less

complicated usage of the method and more support possibilities. The negative aspectof an embedded method obviously is that it can only be used for specific product

software. Engineers and consultants, operating with several software products, could

have more use of a general method, to have just one way of working.Using a generic method like ERP modeling has the power that the method

can be used for several ERP systems. Unlike embedded methods, the usage of generic

methods enables engineers and consultants that operate in a company where severalERP systems are implemented in customer organizations, to adapt to one specific

working method, instead of having to acquire skills for several embedded models.

Generic methods have however the lack that implementation projects could become

too situational, resulting in difficulties and complexity in the execution of themodeling process, as less support will be available. Managing project delivery is

essential to avoid the common problems of the software solution not working as

expected or crashing out due to multiple users accessing the system at the same time.

The keys to project delivery are: successful implementation of the software, managingthe business change and scaling up the business use quickly.

Successful Implementation

Successful implementation of the software must be planned carefully. In

short there are two key options for delivering the software -- big bang or phased

release:A "big bang" deployment or release software to all users at the same time

Phased deployment or release software to users over a period of time for example by

department or by geographical location. The project needs to make a considereddecision on the best way to release a software solution to the business. Business will

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often choose a phased deployment, consequently reducing project risk because if

there is some problem the business impact is reduced. In addition, the project

deployment of software includes:Cleanup of the "test" environment following successful completion of

testing Preparation of project deployment to the business such as setting up user

accounts to access the system and ensuring any lists of values have valid valuesDeploying the software to the "production" environment ready for normal business

use. Plan and mechanism to back out of production software deployment if the

process goes wrong for some unexpected reason, restoring the business to its pre-deployment state. Some of these ideas have developed from IT Service Management

and its discipline of Release Management - for more background read: Release

Management: Where to Start? Project management should borrow and evolve good

ideas whenever needed.

Managing the Business Change of Project Delivery

Project deployment of the software to the business units such that they are

able to use it from a specified date/time is not enough by itself. Managing thebusiness change is an essential part of project delivery and that needs to include:

Building awareness within the business of the software solution throughcommunication .Developing business support and momentum to use the solution

through stakeholder engagement Planning and executing the training plan for

business users and administrators .Business plan to exploit the use of the solutionand to scale up the numbers of users Setting up and operating a customer board to

manage the evolution of the solution .

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7.SCREENS

Welcome Screen

Administrator Login

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Administrator Screen

Add New Employee

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Modify Employee Details

Delete Employee Details

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Add New Tariff Plan

Modify tariff details

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Delete Tariff

Connection Login

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Connection Screen

Add Connection Details

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View Connection Details

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Collection Login

Collection Screen

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Add Collection Details

View Collection Details

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Customer Care Login

Customer Care Screen

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Add Complaint Details

View Complaint Details

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CONCLUSION

Telecom Customer Management Systems is a multi module project which is

aimed to develop to cater the needs of customer care service. While we were developing the

project in Java technologies we have done some research in domain knowledge. This projectspecifically designed to get the suitable output from different modules to customer care

module which should support the customer care representative in answering all the queriesof the customers and do the modifications in accordance with the customer requests. We

have developed this project in Java technologies. We used html screens to develop user

interface screens and connectivity has been done with JDBC and ODBC connections. We

have developed the database with My SQL.

The project is developed as a part of academic fulfillment of my project

work and submitted to the university authorities. By doing this project we have exposed tojava technologies especially JSP and Servlets with database design and implementation.

Future Modifications and Enhancements:

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Telecom Customer Service Management has become a usual and compulsory

practice for every service provider. It has very high importance in todays competitive

world. The main aim is to satisfy the customers and hence maximize their profits. Thispractice is catching on and may be in the coming future every tiny product will have a

customer service management option for their customers which is a very useful thing to

happen

REFERENCES

Books:

1. Programming the World Wide WebBy Robert W Sebesta

2. The Complete reference to JAVA.

By Herbert Schildt

3. J2EE 1.44 A professional Guide

By Aaron E Walsh

2.telecom customer service management 1

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