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1 TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT LIST OF FIGURES LIST OF TABLES ii iii x xiv CHAPTER 1: INTRODUCTION Background Research Motivation Research Objectives Project Scope Target Audience Research Methodology Project Schedule Organization of the Report 9 CHAPTER 2: LITERATURE REVIEW Introduction Customer Relationship Management New Approach of CRM Case Study: Continental Sime Tyre Sdn. Bhd Forecasting Process Hierarchical Task Analysis (HTA) Human Computer Interaction (HCI) User Centered Design (UCD) User Centered Design Benefits ISO 13407: Human Centered Design Process User Centered Activity HCI Design Principles Type of Users User s Physical Capabilities 44 iv

2 2.7.3 User s Mental Capabilities Different Types of CRM System Case Based Reasoning (CBR) Conclusion 57 CHAPTER 3: CRITICAL ANALYSIS Background Issues with CRM System System with No-Ease-of-Use No Understanding from Business Solution s Point of View Wrong Focus No User s Involvement User Resistance The Call for Human Computer Interaction (HCI) Approach in CRM Application Simplify the Design of the System Involves User s in Software Life Cycle by Adopting User Centered Approach (UCD) Using Hierarchical Task Analysis (HTA) The Using of Metaphor Identify Type of Users Other Features and Concepts Information Visualization Case Based Reasoning (CBR) Conclusion 93 CHAPTER 4: RESEARCH METHODOLOGY Introduction Research Methodology Single In-Depth Case Study Literature Review Data Gathering Software Development Capturing System Requirements Analysis and Design System Testing 101 v

3 4.2.4 System Implementation Software Development Methodology Introduction Prototyping Modeling Conclusion 108 CHAPTER 5: REQUIREMENT ANALYSIS Introduction General Assumptions User Characteristics List of Modules Sign-Up Module Access Authentication Module Consolidate Forecast Module Populate Graph Module Moderate Forecast Module Schedule Factory Plan Module Maintain Main Contributor Module Maintain Feature Module Change Password Module Conclusion 129 CHAPTER 6: SYSTEM DESIGN System Architecture CBR Design System Domain Knowledge Use Case Descrption Sign-Up Module Access Authentication Consolidate Forecast Module Populate Graph Module Moderate Forecast Module Schedule Factory Plan Module Maintain Main Contributor Module Maintain Feature Module Change Passoword Module 142 vi

4 Maintain the User Case Module Activity Diagram Sequence Diagram Screen Design The First Iteration The Second Iteration Database Design Conclusion 158 CHAPTER 7: IMPLEMENTATION Introduction Design Principles Consistency Visibility Feedback Constraints Closure Prevent Errors Reduce Short Term Memory Load Provide Informative Content Usability Goals Efficiency Learnability Memorability Utility Other Characteristic of Good GUI Sorting Font Visualization Speed or Responsiveness User s Real World Metaphor Information Within Easy View Colours Case Base Reasoning (CBR) Structure Indexing Module Assign Weight Module 201 vii

5 7.4.3 Assign Numeric Value Module Search Module Similarity Module Modules Implementation Sign up Module Access Authentication Module Consolidate Forecast Module Populate Graph Module Moderate Forecast Module Schedule Factory Plan Module Maintain Main Contributor Module Maintain Feature Module Change Password Module Conclusion 226 CHAPTER 8: SYSTEM TESTING AND EVALUATION Introduction Unit Testing (White Box Testing) Login Screen Company Selection Company Screen Main Menu Contributor Screen Feature Screen User Case Screen Moderation Screen Factory Plan Screen Integration Testing Usability Testing Acceptance Testing Conclusion 266 CHAPTER 9: CONCLUSION Introduction Fulfillment of the Objectives Future Enhancement Conclusions 270 viii

6 REFERENCES APPENDIX A : User Acceptance Testing Questions APPENDIX B : CRMS User Manual Overview APPENDIX C : CRMS Gantt Chart APPENDIX D : Interview Questionnaire APPENDIX E : Algorithm APPENDIX F : Activity Diagram APPENDIX G : Paper Prototype Sketches APPENDIX H : System Prototype APPENDIX I : Usability Testing Questionnaire ix

7 LIST OF FIGURES Figure 2.1: CRM Information Processing Strategies and Supporting Customer Views 19 Figure 2.2: Example of HTA Diagram 30 Figure 2.3: User Centered Process 34 Figure 2.4: ISO Model Overview 37 Figure 2.5: Human Information Processing a Model of Memory 46 Figure 2.6: The Digit Span 47 Figure 2.7: Screen Snapshot from Salesforce.com 51 Figure 2.8: Screen Snapshot from Siebel CRM On Demand 53 Figure 2.9: Screen Snapshot from NetSuite CRM 54 Figure 3.1: Graphical Representation of HTA of Forecasting Based on Case Study 70 Figure 3.2: Taxonomy of User Interface Metaphor 71 Figure 3.3: User Groups for the Proposed System 76 Figure 3.4: The CBR Cycle 82 Figure 3.5: A Nearest Neighbour Algorithm 89 Figure 4.1: Research Methodology Flow 95 Figure 5.1: Use Case Diagram for the Sign-up Module 112 Figure 5.2: Use Case Diagram for the Access Authentication Module 114 Figure 5.3: Use Case Diagram for Consolidate Forecast 115 Figure 5.4: Use Case Diagram for Populate Graph 117 Figure 5.5: Use Case Diagram for Moderate Forecast 119 Figure 5.6: Use Case Diagram for Schedule Factory Plan 121 Figure 5.7: Use Case Diagram for Maintain Main Contributor 123 Figure 5.8: Use Case Diagram for Maintain Feature 125 Figure 5.9: Use Case Diagram for Change Password 127 Figure 6.1: Two-Tier Client Server Architecture Design 132 Figure 6.2: Login Sequence Diagram 145 Figure 6.3: Maintain Contributor Sequence Diagram 145 Figure 6.4: Maintain Feature Sequence Diagram 146 Figure 6.5: Maintain User Sequence Diagram 146 Figure 6.6: Consolidate Forecast Sequence Diagram 147 Figure 6.7: Populate Graph Sequence Diagram 147 Figure 6.8: Moderate Forecast Sequence Diagram 148 x

8 Figure 6.9: Schedule Factory Plan Sequence Diagram 148 Figure 7.1: Standard Toolbar 160 Figure 7.2: Icons in CRMS 164 Figure 7.3: Icons in Microsoft Word 164 Figure 7.4: Close Button 164 Figure 7.5: Log off Sub Menu 165 Figure 7.6: Disable Menu in CRMS 166 Figure 7.7: Company Access in Company Selection Screen 167 Figure 7.8: Close All Buttons 170 Figure 7.9: Confirmation Message on Closing Form 170 Figure 7.10: Tool Tip 172 Figure 7.11: Setting Up Tool Tip in Property Box 173 Figure 7.12: Sales Office Drop Down List 175 Figure 7.13: Basic Modes in CRMS 176 Figure 7.14: Tool Tip Settings 176 Figure 7.15: Moderation Processes Screen 178 Figure 7.16: Change Company Sub Menu 179 Figure 7.17: Company Selection Screen 179 Figure 7.18: Change Password Sub menu 181 Figure 7.19: Change Password Screen 181 Figure 7.20: Sorting in Features Screen 183 Figure 7.21: Setting up Font in Property Box 185 Figure 7.22: Setting up of Tab Index in Property Box 191 Figure 7.23: Setting up of Short cut in Menu Editor 193 Figure 7.24: Marketing Moderation Screen 195 Figure 7.25: Use of Red Colour to Prompt User 196 Figure 7.26: Input Problem Descriptor Screen 200 Figure 7.27: Weight Assign Screen 203 Figure 7.28: Numeric Value Interface 205 Figure 7.29: Sign up Screen 210 Figure 7.30: Verification Message Box 211 Figure 7.31: Connection Error Message Box 212 Figure 7.32: Visualization Screen 215 Figure 7.33: Marketing Moderation Screen 218 Figure 7.34: Text File Creation Message Box 218 Figure 7.35: Factory Plan Screen 220 xi

9 Figure 7.36: Invalid Value Message Box 221 Figure 7.37: Contributor Screen 223 Figure 8.1: Login Screen 228 Figure 8.2: User ID Empty Message Box 228 Figure 8.3: Password Empty Message Box 229 Figure 8.4: Database Empty Message Box 229 Figure 8.5: Connection Error Message Box 229 Figure 8.6: Company Selection Screen 230 Figure 8.7: Toolbar 231 Figure 8.8: Contributor Screen 233 Figure 8.9: Numeric Value Message Box 233 Figure 8.10: Feature Screen 235 Figure 8.11: Empty Stock Error Message 237 Figure 8.12: Empty Past Month Sales Error Message 237 Figure 8.13: Empty Demand Error Message 237 Figure 8.14: Empty Factory Capacity Error Message 237 Figure 8.15: Empty History Trend Error Message 238 Figure 8.16: Forecast Tab 239 Figure 8.17: Visualization Tab 241 Figure 8.18: Marketing Moderation Tab 243 Figure 8.19: Highlighted Rows 244 Figure 8.20: Factory Plan Screen 246 Figure 8.21: Result of Usability Testing 251 xii

10 LIST OF TABLES Table 2.1: Decision systems: Evolutionary stages and company process 11 Table 2.2: Definition of information processing strategy 18 Table 3.1: Recipe for Success 61 Table 3.2: Comparison among CRM Software 63 Table 3.3: User Involvement in System Life cycle 68 Table 3.4: The Usage of Metaphor in the Proposed CRM System 74 Table 3.5: User group Table for the Proposed System 76 Table 4.1: Overview of Data Gathering Technique Used in Requirements Activity 97 Table 4.2: Requirements Definition Goal, Task and Result 105 Table 4.3: Design Goal, Task and Result 106 Table 4.4: Prototype Creation Goal, Task and Result 106 Table 4.5: System Implementation Goal, Task and Result 107 Table 4.6: System Testing Goal, Task and Result 107 Table 5.1: The Requirements for the Sign-up Module 113 Table 5.2: The Requirements for the Access Authentication Module 114 Table 5.3: The Requirements for the Consolidate Forecast 116 Table 5.4: The Requirements for the Populate Graph 118 Table 5.5: The Requirements for the Moderate Forecast 120 Table 5.6: The Requirements for the Schedule Factory Plan 122 Table 5.7: The Requirements for the Maintain Main Contributor 123 Table 5.8: The Requirements for the Feature 125 Table 5.9: The Requirements for the Change Password 128 Table 6.1: Sign up Use Case Description 137 Table 6.2:Access Authorization Use Case Description 137 Table 6.3: Consolidate Forecast Use Case Description 138 Table 6.4: Populate Graph Use Case Description 139 Table 6.5: Moderate Foreacast Use Case Description 140 Table 6.6: Schedule Factory Plan Use Case Description 140 Table 6.7: Maintain Main Contributor Use Case Description 141 Table 6.8: Maintain Feature Use Case Description 141 Table 6.9: Change Password Use Case Description 142 Table 6.10: Maintain the User Use Case Description 143 Table 6.11: Feedback from First Iteration of Prototyping 149 xiii

11 Table 6.12: Feedback from Second Iteration of Prototyping 150 Table 6.13: User Master Table Structure 152 Table 6.14: Contributor Master Table Structure 152 Table 6.15: Feature Master Table Structure 153 Table 6.16: Forecast Transaction Table Structure 153 Table 6.17: Market Master Table Structure 154 Table 6.18: Market Mapping Master Table Structure 154 Table 6.19: Moderation Master Table Structure 155 Table 6.20: Product Group Master Table Structure 155 Table 6.21: Sales Office Master Table Structure 155 Table 6.22: Market Moderation Transaction Table Structure 155 Table 6.23: Accept Plan Transaction Table Structure 156 Table 6.24: Case Details Transaction Table Structure 156 Table 6.25: Case Header Transaction Table Structure 157 Table 7.1: Functionality of Each Button 163 Table 7.2: Tool Tip for Each Buttons 177 Table 7.3: Short cut Key List in CRMS 194 Table 7.4: Weight Description Table 201 Table 7.5 Numeric Value ID Table 204 Table 7.6: Verification of Sign Up Module 210 Table 7.7: Verification of Access Authentication Module 212 Table 7.8: Verification of Consolidate Forecast Module 213 Table 7.9: Verification of Populate Graph Module 214 Table 7.10: Verification of Moderate Forecast Module 216 Table 7.11: Verification of Schedule Factory Plan Module 219 Table 7.12: Verification of Maintain Main Contributor Module 221 Table 7.13: Verification of Maintain Feature Module 223 Table 7.14: Verification of Change Password Module 225 Table 8.1: Login Test Plan 228 Table 8.2: Company Selection Test Plan 230 Table 8.3: Main Menu Test Plan 231 Table 8.4: Contributor Test Plan 232 Table 8.5: Feature Test Plan 234 Table 8.6: User Case Test Plan 236 Table 8.7: Forecast Test Plan 238 Table 8.8: Visualization Test Plan 240 xiv

12 Table 8.9: Moderation Test Plan 242 Table 8.10: Factory Plan Test Plan 245 Table 8.11: Linkage between Master and Transaction Screen 247 Table 8.12: Linkage from Feature Screen to Use Case Screen Test Plan 247 Table 8.13: Linkage from Contributor Screen to Use Case Screen Test Plan 248 Table 8.14: Linkage from User Access Screen to Company Selection Screen Test Plan 249 xv

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