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Traditional systems life cycle model
Call center case study
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Systems Analysis Project Fundamentals of Business Systems Development The company I work for recently met with our primary client in hopes of identifying any potential shortfalls and to gain insight on our customer service ability. During this meeting one concern seemed to dominate the study; the client felt they were not getting adequate personal attention when they called. They also indicated "it felt like voice mail hell" when routed through our phone system. It was apparent the issue of phone etiquette needed to be addressed within our organization. One theory states during the systems analysis stage "the design of any new system must be predicated upon an understanding of the old system." (Modell, 2004). In our case we needed to decide if our current system was capable of addressing the issue. We convened a panel of key personnel to develop a model to accomplish two goals. First, to correct the deficiency identified by the client from a procedural standpoint. Second, correct the deficiency from a system standpoint. In response to our client's concern, we adopted a policy that all phone calls would be answered by a live person prior to receiving a voice mail box. We discovered three possible methods to support this change. One method was to put a "buddy system" in place. This would pair the staff into two-person teams that would cover each other's phone and supervisor's phones in the event someone was away from their desk. Another option was the implementation of a call center. The call center would field any calls that were missed by the supervisor or the secretary, and the caller would be given the opportunity to leave a personal message or transfer into a voice mail box. Finally, the third option w... ... middle of paper ... ...lities and did a disservice in the long run. After revisiting the issues with the Managing Partner, we are now going to revert back to the original recommendation and implement a call center. I am currently trying to address any potential problems beforehand in order to make this a smooth transition. Too many changes will give me and the firm a poor appearance. References Modell, M (2004), The Systems Life Cycle Analysis, retrieved May 15, 2004 from World Wide Web: at (http://www.dsi-sho.com/pgsa2/pgsa04.html) McGraw-Hill (2000), The Six Phases of Systems Analysis & Design, retrieved May 16, 2004 from World Wide Web: at (http://www.mhhe.com/cit/interactive/uit/text/ch10/100401_why.htm) GCSE (2004), Systems Analysis Module, retrieved May 16, 2004 from Word Wide Web: (http://www.thevickerage.worldonline.co.uk/theteacher/newgcse/module6/task12.htm)
Stage 3 involves creating an Architectural Model version of the whole system including sub systems. A Viewpoint Hierarchy shows a skeleton version of the system which can be ins...
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
Specifically what my main goal in this paper is to help you understand what a Computer Systems Analyst is, what they do, things like those that explain everything about a Computer Systems Analyst. You could probably guess from the name of this job title that the main function of a Computer Systems Analyst is to determine how a computer system can best help something. Well this is exactly the key role of what they do is determine how a computer system can best serve a business or organization's needs. David P. Bieg says “You need to understand how systems interact, but you don’t really need to understand the core of every technology---it’s really about how information and process flows through the system.” Someone who is working as a Computer Systems Analyst is going to to have to be big-picture oriented and be able to understa...
It is a step of defining the goals of the projects and the results are aimed at reaching certain levels of productivity of customer satisfaction. The second stage is measure, and it is the stage of collecting data and facts and evaluating current operational performance. The third stage is analyze with the purpose of developing methods and theories that will best suit the solving of the problem; it is also a stage of detecting cause-and-effect ties of the processes. The fourth stage is improve, it is aimed at generating ideas for reaching the desired process improvement. Finally, there is the control stage that is about monitoring the operations to find out whether the process of improvement is smooth and the problems were solved (Meredith & Shafer,
The different stages of the project lifecycle are clearly spelt out in the WBS, allowing management to precisely identify which components are causing cost or schedule overruns and to more effectively mitigate the root cause of the overruns; USDOE (2012, p. 5) and provide specific insights into the relationship among scope, schedule, budget, and performance (p. 7).
...takes to set up information in the system. The level of understanding would improve through partaking or getting involved and henceforth could be adapted easily. All the bits and pieces of the project would rapidly increase or grow as per the workflow process. At the end, the overall CPOE system should be able to compare the manual method with the new electronic system and tell which is best and accurate to use and also tell how much time and money will be saved when using either system. At the end of the project the team should be able to come together and discuss whether or not the project met all of the company’s needs such as if it is reliable, efficient, safe and secure and also does it save time and money. Then, if the system has more advantages than disadvantages and it is worth all of the team’s time and effort it would be best to continue with the project.
Three waves of systems theory were developed (Healy, 2005). The first wave, being General systems theory. General systems theory is about focussing on a more effective social order for the client,...
The Systems Development Life Cycle (SDLC) consists of phases used in developing a piece of software. It is the plan of how to develop and maintain software, and when necessary, replace that software. In 2007 during my hospital’s transition to a new software system, I was fortunate enough to be included in the process. I did not get involved until the implementation phase, but from then on, until now, I remain very active in the process. I decided to highlight the Waterfall Model of SDLC. The Waterfall Model is a “sequential development process” with each phase continuing in a line (McGonigle and Mastrian, 2012, p. 205).
There have been many useful topics that were covered in Learning design and technology. As a major in Data Science three topics that stood out the most were systems thinking, digital divide, and E-learning in the future. I enjoyed the entire concept of system theory since it allows individuals to analyze the overall picture in order to find the most optimal, innovative, and efficient methods. As a Data scientist, using systems thinking is absolutely crucial, since analyst must be able to work with large datasets and make interpretations. There are many characteristics of an effective system thinking approach, it should consist of a plan that analyzes the efficiency measurements of inputs and outputs of the overall process. The system approach
Design thinking process has eight generation stages: observation or analysis, framework, imperative or facts, solutions or alternatives, alternative evaluation and concept selection, implementation, construction, and post occupancy evaluation.
Besides this the external noise and divided attention can offer hindrance in the active communication. For this purpose I separate myself from all of my surrounding while I am communication with the customers to make the communication exemplary and effective. when I am on calls with the customers, I prefer no one interrupt me during my communication and when some does I simply ask them to wait and in case it cannot wait I put the customers on a short hold for a couple of seconds and never try to communicate with two separate parties at a
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
Within the analysis phase a set of goals are needed within the domain. From this there are three perspectives which are taken; the object model the Ronald LeRoi Burback (1998) states “dynamic model, and a functional model. The object model represents the artifacts of the system. The dynamic model represents the interaction between these artifacts represented as events, states, and transitions. The functional model represents the methods of the system from the perspective of data flow.” After the analysis phase the system design phase takes place. Here the system is sub-categorized and appointed tasks and persistent data storage is established, also within this phase the architecture is formed. Lastly the object design phase starts and is where the implementation plan is established and algorithms and object classes are also
At this stage in the process it was up to the center manager to provide leadership and facilitate all pre-installation needs. One month prior to the new system being implemented a center manager from one of the already converted centers was brought on to motivate and generate a positive atmosphere about the new changes. Since he had been through the process previously he could explain and help prevent past mistakes.
Making a telephone call no longer should conjure up visions of operators connecting cables by hand or even of electrical signals causing relays to click into place and effect connections during dialing. The telephone system now is just a multilevel computer network with software switches in the network nodes to route calls get through much more quickly and reliably than they did in the past. A disadvantage is the potential for dramatic and widespread failures; for as has happened.