College of Computing and Informatics

CSEB233: Fundamentals of Software Engineering

Semester 1 (2019 – 2020) GROUP

ASSIGNMENT REPORT by

______________________________
_____________________________________________________
_______________________________________
<______________________________________________)

UN IVERS ITI TE NAGA NASIO NAL

1.0 Introduction
 Auto Service Sdn Bhd is an auto shop that offers car repair services and consultations for
car problems. The occasionally get delays in repairs and services due to unexpected higher
workloads on certain days. This is due to the poor management of appointments for their
services which causes backlogs and poor distribution of mechanic manpower.

Therefore, a system to handle appointments and bookings is proposed to help ease the
company’s burden of manually taking appointments either on the phone or verbally. The
system will also allow the clients to select the appropriate mechanic that specialises in the
service they require for the best quality of work.

The system will also be developed to allow easy navigation on time and date to book an
appointment without clashing with other clients. This will reduce human error where a
worker might accidentally overbook a time slot with 2 or more clients. A computerized
system will only benefit the company in the long run.

1.1 A Collaborative Portal Framework

The waterfall process model is used in this research as shown:

Fig.1.1 A Waterfall Development at the Company

1.1.1 Requirements Analysis

The proposed application must be done with the objectives put forth by the
management clearly in mind. A meeting with stakeholders will be done to map out
the requirements Auto Service Sdn Bhd wants in their application. A survey should
also be conducted aimed at the customers of the service centre to easily see the best
solution to go with that will benefit the business the most.

1.1.2 Design

S
Book a
Receive L
U slot
a O
Ma S booking T Ch
na E Payno
S ec
ge R boo k
Bo L kin sta
oki o g WE tus
ng g PAY BM &
feeMEN AST
AC i TS pr
ERoc
CO n
UN es
T Storing s
and inf
retrieving or
AUTO
information m
SERVIC ati of company
Fig.1.1.2. Data flow diagram
E on
DATABA
In this phase,the data flow of the system is created in the data flow
SE
diagram.Thereafter,the actual development of the system takes place.We have
design an appointment making system The system will design how the appointment
will be recorded and all the required details in the data flow diagram.

The system will require information from the customer such as the appointment
time and date along with the type of service they require for their car. Once the
information is recorded, the system will store the booking in the integrated calendar
system that is in the application which will then be approved by the mechanic thus
confirming the appointment booking.
1.1.3 Implementation

In this phase, we have implemented the system we have created ,where the old
system is simply removed and replaced with the new application. In our system
with inputs from the system design, the system is first developed by putting in the
car services we offer, our booking services, booking calendar and payment plans
into small programs called units,which are integrated in the next phase. These will
be checked in the testing phase to evaluate whether there are deviations from the
requirements. This is to create a base for the program. Then, the functions are as
below:

1. First the users have to create and log in into the specific account in order to
manage the booking.
2. Then, the users have to book a slot. The respective webmaster will check the
availability and process the information and once the confirmation has done the
users will receive a booking number.
3. The payment can be made once the users have received their respective
information. All these information will be stored and retrieved in the company
database system.

1.1.4 Testing

In this phase ,the system integration is tested regarding quality and functional
aspects of each unit of the system. In order to make a decision whether the system
can be deployed, measures of performance are collected in the test. As the company
provides complete solutions (including hardware example :- those hardware needed
for services and software) the tests have to be conducted on a variety of hardware
and software configurations as those differ between customers.

The outcome of the phase is reviewed according to a checklist to see whether the
system has been verified and whether there are deviations from previous quality in
terms of quality and time, whether plans for hand-over of the system to the
customer are defined according to company guidelines, and whether the outcome of
the system meets the customers’ requirements.

We can conclude the testing when we have gathered enough information on the
functionality of the program and whether or not the interface is user-friendly. After
beta-testing the application through a select group of respondents, we are able to
identify any issues that occur.
 1.1.5 Operation & Maintenance

In this phase, the documentation has been finalized example : installation

instructions of the system for the customers and user-guides.Finally,it is checked
whether the outcome meets the customer’s requirements, whether the customers
accepts the outcome and whether the final outcome was presented in time and
fulfilled its requirements.A post-mortem analysis of the system designed has to be
performed as well to know the satisfaction of the customer.After the system has
been released to the customer it has to be maintained. That is, if customers discover
problems in the system they report them to the company and get support in solving
them. If the problems are due to faults in the system, packages for updating the
system are delivered to the customers.

The page for the customer to choose their

service. The customer has to decide on the
service required by their car or if only for
consultation. This is to make sure that the
right mechanic is assigned to the customer.
The estimated charge of the service will
also be listed for full transparency.

This page is for the customer to book their free

slots .The customer has to book earlier in order to
avoid clashing of appointments.When the
particular date/time is taken it will automatically
be blocked out from them calendar showing that
there’s no availability.

Availability of mechanic will also be

displayed along with their credentials and
proficiency level. Customers will only need
to select the mechanic they are keen towards
in order to complete booking request and
await pending approval.

2.0 Methodology
 For our research project, we gathered our information from multiple car service and repair
company. After discussions, we have found out that many of them have trouble with
managing their clientele and workload. Sometimes, the clients might double book
appointments due to poor management.

Therefore, we have decided to propose a program to allow them to easily manage their
bookings. This application will serve to maximise their productivity and allow them to keep
track of their customers and their problems.

Also, a survey was conducted for the clients to understand the problems faced and also to
collect any suggestions they might have to further improve their experience. The survey
form is as below:

2.1 Survey

No Statement Agree Disagree

1 It is easy to make appointments with Auto Service Sdn Bhd

2 It is easy to get on call with Auto Service Sdn Bhd

3 Appointments can be easily rescheduled with ease

4 Appointments are frequently changed or postponed

5 Appointments made are sometimes cancelled due to

unavailability of mechanic

6 Overlap of appointments results in waste of the client’s time

7 Repairs were done swift and within notified time frame

8 Repairs tend to extend over to next appointment

9 I will return to Auto Service Sdn Bhd for future repairs

10 I will recommend Auto Service Sdn Bhd to friends and family

3.0 Analysis

Auto repair shops see more than a fair share of diversity in the car troubles of customers,
but some areas get a little more attention than others. Based on our research, repair shops
will usually divide their services and even departments based on these categories of
services offered.

3.1 Services offered by car repair and service companies

3.1.1 Suspension Systems

Problems with suspension systems are one of the most common reasons for people
to bring their cars into repair shops. The suspension system makes up a large
portion of the car that cannot be as directly and easily accessed as other parts, such
as the motor, belts and wheels; this inaccessibility, along with difficulty in making
repairs and adjustments, makes this one of the services auto repair shops are likely
to often see.

3.1.2 Brake Service

Though some people opt to take their cars to a service center that specializes
specifically in brakes, this is still one of the most common services offered by full-
spectrum repair shops. In fact, a regular repair shop where you get your other auto
services performed is a much better bet for a quality and reasonably priced brake
adjustment, repair or replacement.

3.1.3 Wheel Alignment & Tire Rotation

Having your wheels aligned is an important part of your routine car maintenance.
Without an alignment, your car may begin to veer off to one side, a dangerous
situation in which to drive. Likewise, a tire rotation ensures that your car’s tires are
not worn down in such a way as to cause difficulty in handling or premature
deterioration. See your regular auto repair shop to have this service performed by
people you trust.
3.1.4 Air Conditioning & Heating

Depending on the time of year and your local climate, A/C or heating may take
priority; but both are essential elements of an automobile. This doesn’t mean people
are spoiled, though. Driving around in a metal box, especially seeing how often we
find ourselves in it, requires some sort of temperature mediation. This is evident in
the number of customers repair shops see per year, especially as summer sets in,
about fixing either their A/C or heating.

3.1.5 Oil Change

The oil change is the classic car maintenance, one of the first things we should learn
about upon getting our first cars. For this reason, it’s important to make a conscious
and informed decision about whom you trust to change your oil and suggest further
auto work as needed. Repair shops, apart from dedicated oil change places, see a
great amount of work in this direction from their repeat customers who know they
can trust the job to be done correctly.
3.2 Requirement elicitation

3.2.1 Statement of need

An appointment-making application to overcome occasional delays in repairs and

services due to unexpected higher workloads on certain days.

`3.2.2 Bounded statement of scope for the system

 3.2.3 List of customers, users, and other stakeholders who participated in the
___- requirements elicitation process

No Name Tel Car Service type Mechanic

1 Abu bin Bakar 01246345782 BMW Minor service George

2 Yasurthinni 01277984507 Mercedes Tyre service Micheale

3 Haravind 01933405407 AUDI Exhaust service Aladdin

4 Chong Xi Tang 01047590378 Honda Air conditioner Muthu

Civic system

5 Muad bin Azhar 01056787997 Proton Air Filter service Hakim

Waja

6 Lalith 0189940782 Toyota Electric Vishal

Camry components
checked

7 Yu jin 01113247893 Proton Extensive Brake Guna

Wira inspection

8 Farhan bin Razak 01756289757 Perodua Wheel Alignment Rahman

Myvi

9 Kishan 01976452033 Perodua Fuel filter Cheng

Axia

10 Kiran 01983547364 Honda Tyre rotation Haziq

Accord

3.2.4 List Of Requirements Organized By Sub-functions And The _________-

Constraints That Apply To Each Sub-function
3.2.5 Survey Response

Statement 1
It is easy to make appointments with Auto Service Sdn Bhd

Statement 2
It is easy to get on call with Auto Service Sdn Bhd
Statement 3
Appointment can be easily rescheduled with ease

Statement 4
Appointments are frequently changed or postponed
Statement 5
Appointments made are sometimes cancelled due to unavailability of mechanic

Statement 6
Overlap of appointments results in waste of client’s time
Statement 7
Repairs were done swift and within notified time frame

Statement 8
Repairs tend to extend over to next appointment
Statement 9
I will return to Auto Service Sdn Bhd for future repairs

Statement 10
I will recommend Auto Service Sdn Bhd to friends and family
3.2.6 A Usage Scenario That Provides Insight Into The Use Of The System

Home Page

Service Selection
Contact Page
The page for the customer to book their service. The customer need to choose what service that
there need.

The booking calendar

 List of staff available

3.2.6 Usage scenario that provides insight into the use of the system
Workshop
● Staff log in (insert work id)
● Check customer requests
● Approve request

Customer
● Register
● Apply for appointment
● Choose date/time
● State car problem
● Request is processed
● Request is approved in 24 hours (one approved, customer can walk in)
4.0 Results

After implementation of the application at Auto Services Sdn. Bhd., we can conclude that
their business has improved drastically due to the proper management of their services.
Profit margins has increased positively and time management of the mechanics is used
wisely. So the time wasted unproductive is reduced compared to before the implementation
of the program.

Based on a 3-month trial period, we have gathered enough data to conclude that business
dramatically improved. The constant of returning customers along with a newfound client
base has both contributed to this increase. A comparison of the profits before and after the
implementation of the system has proved that the system is not only effective but also
beneficial.

Another issue that the program managed to improve is the time management of the staff at
the service centre. Idle time is reduced significantly and their time is fully maximised. Also,
more clients are able to make appointments in a single day without clashing of
appointments.

However, after the continuous use, we have discovered that the overload of data causes the
system to lag and thus disrupts the flow of the program. However, it is expected after
maintenance and updates to the program, the lag should be eliminated and should no longer
be a problem.
5.0 Conclusion

After completion of our testing and research, we are able to conclude that with the
implementation of our program, a proper management system can be established which can
help the business. An appointment making application will easily improve a service
centre’s way of handling clients.

The positive use of time and energy will improve services of the service center. This
appointment making system will not only be commercialized, but hopefully implemented
throughout the nation in order to make life easier and also to properly distribute tasks for
better time management.