Running head: ASSIGNMENT 5 1

Agile and Iterative Project Management

Student Name

CST 550 Information Technology Project Management

Professor Name

University of Management and Technology

21 April 2019
ASSIGNMENT 5 2

1. System Requirements

Marsha is assigned with a new task of refurbishing an order-taking information system

where clients put orders to buy items from Martin’s Mail Order Tools and Hardware Co. She

interacts with a wide scope of consumers and requests for their feedbacks on what they would

like to view integrated in the innovative order-taking system. She got some vague responses

in the form of system requirements that seems unclear and not useful. She requires every

requirement in mandate to explain what these requirements is actually addressing about the

system. All of the five statements are restated in the following manner:

1. Dynamic: The system should have an intuitive order taking screen (interface) that

must take and handle any number of order requests at a time.

2. Capacity: The system should have enough capacity to take >1000 orders at a time

store order requests in the database.

3. Flexible: The application should be flexible enough to rules and takes order from

24X7 from anywhere anyplace. It means the system should help in offering all rules

to users regarding facility to check order status anytime (Rosenblatt, 2013).

4. Regular Update: The system should consistently manage to update all its interfaces

after all transactions related to client orders including databases.

5. User-friendly: The system should deliver an easy to use GUI (graphical user

interface) screen for ordering items (Rajaraman, 2018).

2. a. Complaint Handling Process:

The case scenario depicts a project to create procedures that will help a call center

organization to manage arriving calls successfully. The complaint handling process described

in the scenario using structured English is explained below.

If call arrives
ASSIGNMENT 5 3

Then decide it is a complaint

If it is complaint

Then recognize complaint nature

If nature is a product

Then product department handle it

Else process department handle it

Endif

Else senior supervisor handle it

Endif

EndIf (Rajaraman, 2018)

2. b. Decision Table

The complaint handling process described in the scenario using a decision table is explained

below:

Table 1. Decision Table of Call Handling Procedure

Conditions Rule 1 Rule 2 Rule 3 Rule 4 Rule 5

Call is The call is Process Product Senior

complaint not a department department supervisor

complaint handle it handle it handle it

Call arrives No Yes - - -

Identified No Yes No No Yes

complaint 1
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Nature

Identified Yes No Yes No No

complaint 2

Nature

Identified Yes No No Yes No

complaint 3

Nature

2. c. Flow Chart

A flow chart to capture the call-handling process in the given scenario is:
ASSIGNMENT 5 5

Figure 1 Flowchart Diagram of Call Handling Procedure

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2. d. Context Diagram

We have made a context diagram to capture the call-handling process in the scenario

explained is shown below as:

Figure 2 Context Diagram of Call Handling Procedure

ASSIGNMENT 5 7

References

Rajaraman, V. (2018). Analysis and Design of Information Systems. PHI Learning Pvt. Ltd.

Rosenblatt, H. J. (2013). Systems Analysis and Design. Cengage Learning.