CONTENTS

1. Introduction: 1.1 Over view of the project 1.2 Organization profile 2. System analysis: 2.1 Existing system analysis 2.2 Requirement analysis 2.3 Proposed system analysis 2.4 S/W Configuration 2.5 H/W Configuration 3. System design And Development: 3.1 System Flow Diagram & Data flow Diagram 3.2 Input Design 3.3 Output Design 3.4 Database Design 4. System test & Implementation: 4.1 System Testing 4.2 System Implementation 5. Conclusion 5.1 Further Implementation Bibliography Appendix: I/P Screen shot O/P Screen shot sample coding

INTRODUCTION
BPO Automation System is proposed for the Customer Support Centers using which they can computerize their shifts organized, work distribution and employee performances. BPO are basically the work centers, which provide 24 hours customer care via telephones and Internets etc. Now a day every large or small company has, their customer support centers situated at different locations. Besides supporting customers via a team of customer care executives, BPO has one more team that of technical peoples responsible for allocating, maintaining, updating and Allotment Companys communication network. In order to schedule and distribute the work via which company can run smoothly the BPO make different-different teams and distribute the work task in several shifts to facilitate both the customer and the employee. Every team have two team leader one is head and other is assistant. Each team has 12 members including leaders. 5 teams working over the project have a team supervisor that is basically responsible for distributing the work among teams. At the top most level there is a person called project manger who is responsible for distributing the different

projects to different supervisor. And schedules time charts for each project that is further broke by the below team people to do the project.

OVER VIEW OF THE PROJECT

To collect the different project reports and grade them according to their presentation and successfulness. To award different teams for their performances. To grade the team members according to their professional and personal attitudes To check whether the work progress is according to the chart or not. To distribute the different projects among the different supervisors To schedule different project in different timetables. To distribute timetables among the teams. To organize different shifts for different teams To check and compute work progress of the teams MODULES Company Details This module contains details of the company like name of the company, address, started year, CEO

details, auditor details, branches contact number etc. Employee Details for Voice and Non Voice Tele Caller Details This module contains details of a Tele caller like ID number, name, address, contact number, Shift Timing, process details etc. Team Leader Details This module contains details like Team leaders ID number, name, contact number, address, shift timing, process details, employees in the team etc. Team Supervisor Details This module contains details of Team supervisor like ID number, name, address, contact number, process details, shift timing, team leaders in the process etc. Team Project Manager Details This module contains details of the Project manager like ID number, name, contact number, address, total employees involved in the project etc. Project Details for Voice and Non Voice Project Details

This module contains details about a project like project ID, company name, project name, amount details, client contact details etc. Payout Details This module contains details about the payout of process. It contains process ID, process name, work month, no of employees, Total amount paid, balance amount etc. Account Details This module maintains total credit and debit details, final accounts etc.

SYSTEM ANALYSIS
After studying the call centers current status it is investigated that call center hassle software to computerized its shift allotment, shift allotment,

performance calculation etc and also call center wants to implement its 4 & 5 phases of conducting

different

test

to

find

out

the

most

labors

and

intelligent worker of the call center. Input and output to the system is calculated after studying the call center s documents, charts etc. Software structure, database structure functioning, importance, administrations duties, performance requirements, employees work details, call center projects, shift timings, shift details and overall working of the call center are mentioned after analyzing and studying the call centers mode of working. A meeting held within the call center helps us to learn more about the call center functioning and obligation. After a small analysis phase a coarse modular design is derived to recognize the input output processing of the call center, which is added enhanced at the time of designing.

3.1 EXISTING SYSTEM

The basic aim of the system analysis is to get the clear understanding of the needs of the clients and the users, what exactly is the need from the software and what are the constraints on the solutions. Analysis leads to the actual specification.

In the process of system study and analysis the following steps can be followed, First thoroughly investigate on the existing system. That can lead to have a very clear idea of what the system is. Next find out what are the further requirements. Then evaluation of the system concept for feasibility is performed. Designing of the input, process and output. Establish the constraints and get ready for the verifications and validations.

In the existing system various groups maintain data manually. The data maintenance adopted by the existing system is not systematic. The personal details about the customers, the transactions made with the customer, the various item details, the item catalog, each of these are maintained manually in a separate register. Handling of data becomes difficult, when the details are maintained in the form of hard copy. DRAWBACKS It is not computerized and hence not systematic. Lack of database security Same data stored in more than one location Slow access speed for searching and modifying data The customers were not aware of the products, which the organization deals with. The manual feedback procedure makes it tedious for the customers to post their feedback to the organization.

The company could not inform to all the customers about the launching of new products, offers, change in prices.

SOFTWARE REQUIREMENT SPECIFICATIONS

PROBLEM DEFINITION 1. What are the criterias demanded by the project team 2. What from are their the class teams and of to validate their of performance? duties and responsibilities class executive members? 3. What are the criterias that a project team adopts in order to assign project work to his team members? 4. What are the details of project, work distribution; shift allocated and team performances etc? 5. What are the reasons that leads the call centers towards a completely computer based system? 6. How does the system can fulfill the shift and work distribution demands? 7. What are the appropriate steps followed by the project manager in allotment the projects? 8. What steps the team leaders and supervisors take for properly distributing work and shifts to their team members? technical team

9. What an employee has to do in order to change his shift times from one date to another?

ANALYSIS A comprehensive review of the relevant manual system including a computer assisted search will be undertaking in order to develop an understanding of previous work in the field of shift allocation, work distribution and performance grading. At this stage overall system is studied thoroughly and problem definition is declared over which the whole system revolve.
PROPOSED SYSTEM The need for the proposed system arises from the limitations of the existing system, which is a manual one. The proposed system maintains a centralized database, which can store the relevant information about the general user, customer, bill of material and the stock details. To develop user friendly software that meets the user needs any time. Information can be created and altered by administrator. In the system the customer can access the product catalogs of the organization. The Primary Objective of the proposed system is to achieve competitiveness. Increases the customer satisfaction through shorter delivery cycle.

Data tampering is reduced Provides security that protect against outsider crime. Reduces cost of operations Brings down number of order processing mistakes.

SOFTWARE CONFIGURATION

Operating System Onwards Software Tools Application Server Information Server Database -

Windows 2000 VB.Net, ADO.Net Internet SQL Server 2005

SOFTWARE DESCRIPTION :THE DOT NET FRAMEWORK: The .NET Framework is designed for cross-language compatibility. To put simply , means that .NET components can interact with each other no matter what language they were originally Microsoft C++ or any other .NET language. The language interoperability extends to full object-oriented inheritance. The level of cross-language compatibility is possible because of the common language run time. When a .NET application is compiled, it is converted from the language it was written in (Visual Basic .NET, any other .NET compliant language) to Microsoft

Intermediate Language (MSIL or IL). It is a low-level language designed to be read and understood by the common language run time. Because all .NET executables and DLLs exist as intermediate language, they can freely interoperate. The Common Language Specification defines the minimum standards that .NET language compilers must conform to, and thus ensures that any source code compiled by a .NET compiler can interoperate with the .NET Framework. The CLS ensures type compatibility between .NET components. Because .NET applications are converted to IL prior to deployment and execution, all primitive data types are represented as .NET types. Thus, a Visual Basic Integer represented in IL code as System.Int32. Because both languages use a common and interconvert able type system, it is possible to transfer data between components and avoid time-consuming conversions or hard-to-find errors. Visual Studio .NET ships with such languages as Visual Basic .NET, and Visual C++ with managed extensions as well as the JScript scripting language. Third party compilers exist for FORTRAN .NET, COBOL .NET, Perl .Net, and a host of other languages. All of these languages share the same cross-language compatibility and inheritability. Thus the user can write code for the .NET Framework in the language of their choice, and it will be able to interact with code written for the .NET Framework in any other language.

SOFTWARE FEATURES :FRONT END: VISUAL BASIC.NET :

Visual Basic. Net provides the easiest, most productive language and tool for rapidly building windows and web applications. VB.Net is a Microsoft platform for XML web services which allow application to communicate and share data over the internet regardless of the operating system or programming language used.VB.Net comes with enhanced visual designers, increased application performance integrated environment(IDE).

BASIC FEATURES :
Vb.Net comes with a powerful new form designer and in-place menu editor and automatic control anchoring and docking. The .Net framework has a foundation on which one can design, develop and deploy application. VB.Net delivers new productivity features for building more robust application easily and quickly. Using ADO.Net, VB.Net can gain high-speed access to MS SQL server, Oracle, DB2, Ms-access and more. COM interoperability offers seamless bi-directional communication between VB6.0 and VB.Net application. VB.Net features include full implementation of inheritance, encapsulation and polymorphism. VB.Net framework offers integrated support for developing mobile web application and supports a broad range of web services. VB.Net provides role-based and code-access security. It also provides easy plugins. VB.Net comes with an enhanced HTML editor for working with complex web pages.

SQL SERVER
SQL Server is a Client / Server Relational Database Management System (RDBMS) that uses Transact SQL to send request between Client & SQL Server. It is designed to be a Client / Server system SQL Server can work with thousands of client applications simultaneously. The server has to prevent logical problems that occur is near tries to read or modify data currently being used by others. It is also capable of working as a stand alone database directly on the client. The scalability and ease-of-use features in SQL Server allows if work efficiently on a client without consuming too many resources such as memory, network bandwidth and disk I/O among multiple users.

SQL server is a collection of many objects, such as tables, views, stored procedures and constraints. SQL server is owned by a single user account but can contain objects owned by other users. Has its own set of system tables that catalog the definition of the database. Maintains its own set of user accounts and security. SQL server is the primary unit of recovery and maintains logical consistency among objects in the database. Has its own transaction log and manages the transactions within the database. Can participate in two-phase commit transactions with other SQL server database on the same server or different server. Can span multiple disk drives and operating system files. Can range in size from 1 MB through a theoretical limit of 1 TB in size. Can grow and shrink, either automatically or by command. Can have objects joined in queries with objects from other databases in the same SQL server installation. Can have specific options set or disabled. SQL server is conceptually similar to but richer than the ANSI SQL-schema concept. SQL Server integrates with Windows NT and hence takes advantages of many of

its futures: Security Multiprocessor Support Microsoft Event Viewer Windows NT Performance Monitor Microsoft Cluster Server Integration with Microsoft BackOffice

HARDWARE CONFIGURATION

Processor Name Processor Speed Memory (RAM) Hard Disk Floppy Drive Monitor Keyboard Mouse

: Pentium IV : 1.7 GHz : 256 MB : 10 GB : 3 1.44 MB Drive : Samsung Color Monitor : 104 keys HCL Multimedia Keyboard : Logitech Optical Mouse

SYSTEM DESIGN AND DEVELOPMENT SYSTEM FLOW DIAGRAM

Project Manger

Team Member

Project Distribution

Team Leader

BPO Automati on System

Time Allotment

Shift Allocation Supervisor Performance Grading

1ST LEVEL DFD

Project Manger

Project
Distributio n

Time Allotment

n Controllin g

Project Work
Distributio n

Team Supervisor Functional Bifurcatio n of modules

Gantt Chart Formulatio n

Team Members
Module Distribution & Controlling

Team Leader Team Work Distributio n

Function al Timetabl e

2ND LEVEL DFD

Project Manger

Shift Allocation Controlling

Shift Chart Preparation

Team Leaders

Supervisors Notice Board Dispersio n

3rd LEVEL DFD

Project Manger

Team Members

Project wise Performance Grading

Best Team Member Selection

Best Superviso r Selection Module Wise Performance Grading

Team Member Performance Grading

Supervisor

Team Leader Best Team Leader Selection Assistant

DATAFLOW
Understanding the data flow is very important in the project. In this project first the official details of new employees are entered into the employee details table and the personal information of the employee is filled in the personal details table. Now each and every employee is assigned a job along with the start date, end date and the review date and these details are stored in the work details table. Now based on the review date from the work table, the employee is reviewed and his review details are stored in the review details table and the points given by the reporting officer for that particular review is stored in the result details table. A shift schedule table is made in which all the records about the shifts like shift id , shift time and work id for which it is designed etc are stored. There is a separate table for recording employees working shifts. Every time an employee is reviewed his review points is stored in the point table. Then depending on the average of the points in

three reviews the performance can be seen. This shows the movement of data within the tables, which is very important to know for the clients, was this project would be installed so that during any problems in the application they can identify as to where the problem exists.

FORMS DESIGN EMPLOYEE DETAILS FORM

This form contains all the fields of employee details table. It also contains few necessary navigation buttons. It contain buttons for adding, saving and deleting records. Records saved from this form goes directly to employee_details table.

PERSONAL DETAILS FORM

filling

This form is linked to the employee form. After

the official details in the employee form we will fill in his personal details in this form. This form is bound to

the personal_details table and all the record will be saved in this table.

WORK FORM
This form is used to assign the jobs to the Employees. In this form the reporting officer is also assigned to the employee along with the start, end, review dates of the project. According to the review date given in this form, the employees will be reviewed.

REVIEW_FORM
Each and every employees review details is stored in table from this form. There are two buttons in this form. One is SAVE and another one is EXIT. In the click event of save button there are some important procedures, which needs some explanation. As I am processing three reviews of each person, so it will be very difficult to maintain record of all the three reviews in this table. So I am moving the points of each employee in the Points table each time a person is reviewed along with his emp_no . Since there is a number of dataflow from this form so it is a very important form.

 RESULT FORM
In this project result form is a sub form of the review form. The average acquired from this form is passed to the review form to calculate the final details for the employee performance. As soon as the employees review is done the records from this table is deleted, so as to reduce redundancy.

POINTS FORM
This form is loaded only when all the three reviews of particular person is done. This form consists of a grid layout, where all the records of the employees are shown and based on this record we can draw a graph.

PASSWORD FORM (ADMIN FORM)

This is the security form through which an officer has to pass through prior to entering this project. If

correct password is entered Welcome Form will be opened and incase of wrong password message will be shown.

SHIFT SCHEDULE FORM (ADMIN FORM)

This is the shift allotment form through which an officer can arrange different shifts for different work to be done. Shift ids, work id, shift time, start date and end date are taken as input.

SHIFT ALLOCATE FORM (ADMIN FORM)

This is the shift allotment form through which an officer can allot different shifts to different employees. Shift ids, work id, and employee id are taken as input.

MODULAR DESCRIPTION

Module nam e
Member

Input

Processing logic

Output

Registration

Employees

detailed Team formation like Project schedules

registration form Project Project distribution and controlling Work distribution Time allotment proposal form Work distribution form Work distribution limit

information Project details time complexity

name, requirement and distribution

Work details and their Work schedule to team schedule list supervisors for working Work weight age and Time time required to schedules, tables charts and Gant and pert

within a time complete it with grace time period and other limits

Shift allocation and controlling Employee and Performanc e grading

Shift preparation

Shift

formation supervisors

etc and Shift schedule to

allocating them to the display them on notice

form or chart team

Performance including professional details

boards etc Calculation performance supervisor, for leader

of Selection best best and supervisor, leader, member team

of

team form

personal and member

and

PROCESS LOGIC
Proper connectivity between the visual basic and the Oracle-8 is important. First step is to build a huge database. Multiple queries will be allowed. This processing logic we need to take care of validations. Validations are very important part of the project, without which the project is incomplete. Proper relationship between the fields has to be defined. Cascade updating and cascade deletion must also be present in this project. Graphical representation for the different entities will be shown.

TABLE STRUCTURE
Login

Name
Emp id Password

TYPE
VARCHAR2(10) VARCHAR2(8)

Employee

Name
Emp id Emp name Designation Team id Project id Shift id Module id

TYPE
VARCHAR2(10) VARCHAR2(30) VARCHAR2(30) VARCHAR2(10) VARCHAR2(10) VARCHAR2(10) VARCHAR2(10)

Personal

Name
Emp id Emp name Address Contact no Age

TYPE
VARCHAR2(10) VARCHAR2(30) VARCHAR2(30) VARCHAR2(10) VARCHAR2(10)

Work

Name
Project id Project name Work profile Start date End date Project cost Supervisor id No of module

TYPE
VARCHAR2(10) VARCHAR2(30) VARCHAR2(100 ) Date Date Number VARCHAR2(10) Number

Shift Details

Name

TYPE

Shift id VARCHAR2(10) Shift time Number Shift start Date date Work id Shift date Number End Date

REPORT GENERATION
Employee details Performance details Shift allocation details Work details Shift schedule details System test & Implementation:

TESTING
System testing is vital to the success of the system. This phase of the system development life cycle is immediately after the coding phase. System testing takes a logical assumption that if all parts of the system are correct, the goals will be automatically achieved. Inadequate testing or non-testing leads to errors that may not appear until months later. Another reason for testing is its utility as user oriented vehicle before implementation since even

best program is worthless if it does not meet user requirements. Testing which are performed on the system. They are as follows:

UNIT TESTING
Data was separately prepared and tested for submodules of database management system, under all relevant conditions. This process helps in finding out the bugs if any. In the software thereby requiring the rectification in the modules again. Unit testing is for the program is done in parallel with the construction of the programs. E.g. here in BPO AUTOMATION SYSTEM all the modules are tested separately. All interface testing, control flow testing is done.

INTEGRATED TESTING
After the completion of errors at levels of unit testing for all the programs in a module, the module is tested

for integration with other modules in the system. The goal of this testing is to detect design errors, while focusing on testing the interconnection between modules. E.g. Here In this project all modules are integrated and then tested as one.

SYSTEM TESTING
System testing tests the entire flow of data of data through the entire system. Data flows from the tables were checked. This also includes the preparation of test data, checking the entire system with this data to see if all the requirements are met and the system performs as specified by the requirements.

ACCEPTANCE TESTING
After the system testing is performed, finally acceptance testing is performed to demonstrate to the client the operation of the system on the real life data of the client. e.g. here in BPO AUTOMATION SYSTEM,the programmer visited and explained about project in detail. And showed all functionalities a working of the project, then acceptance is taken from the client.

IMPLEMENTATION OF THE SYSTEM

The overall software of Employee management system is implemented using Visual Basic and Sql server 2000. The Visual Basic provides a perfect graphical user interface for implement the call centers shift allotment system into the forms to make the system user friendly and interactive. The system is

implemented in forms, which are connected to oracle database, which in its turn is used to held data or records for the further details. This project is implemented into Visual Basic forms used to take input i.e. details required for the system. Detail

manipulation and calculations are also performed via the forms and the correspondent data is sent to the tables of the T-SQL database.

FUTURE SCOPE Like all other systems this system will remain feasible in the long run only if it provides the solutions to the current and future needs of the call centers and must be up to date as per the requirement of the call centers, it should evolve continually so as to incorporate the necessary changes. In addition, changes in the hardware and software platforms may also make it necessary to port the current application to that specific platform.

APPENDIX

Data Control :-

The data control gives you access to database without any programming.

Module :-

Modules are used to store procedure. Procedure stored in a module can be called from any part of the application. This is one method by which forms and procedures in different forms can exchange information.

Text Box:This control displays that the user can edit.

Frame:This control is used to draw boxes on the form and to group other elements.

Command Button:A common button represents an action that is carried out when the used click the button.

BIBLIOGRAPHY

1. 2. 3.

Complete Reference Visual Basic 6.0 Mastering Visual Basic 6.0 Visual Basic 6 from ground up -

By Hebert Schild By Evangelos Petroutsos By Gary Cornell

ENHANCEMENT OF THE PROJECT

Further enhancement of the s/w will occur at the time of its design phase. The enhancement simply depends upon the requirements that we face at the time of s/w implementation. The tables can be manipulated at the time of database formation and its normalization. The modules can also be changed at the time of final s/w design under the principle of modularity i.e. based on cohesion and coupling factors. Even we can make changes to the s/w of the call center to make it compatible with the selected software technology it means visual basic and sql server 2000

LIMITATIONS OF THE PROJECT

The project I am making is a real life project; still there are few loopholes, which should be taken care in the long term. The project I am making is used in fewer companies because it is a

traditional system of maintaining the employees performances manually. So as and when time changes few more details may be required in this project, hence we have updated it at regular interval of time. Few limitations that I can

oversee at this point of time are as under: 1. This application is for standalone machine. 2. Not used within a network. 3. Typical (Or as told by the clients).
4. Using backend as Sql server (it may or may not

be available at client end).