INSS analysis project

I need phase 3 redone based off the link below because it was done incorrectly. The second link gives what needs to be done in phase 3. This needs to be done for a company named dealers greatest assets. The link for the company is found on www.dgaauto.com PLEASE proofread work before submitting and take a tour of the website so you know what the company is. The diagrams used are FDD (Functional Decompoision Diagram), Context level diagram and Diagram 0 which all relate to info systems. Also do the other points in phase 3 listed in the link correctly. Please do not copy and paste diagrams but relate it to the company DGA. Another link shows the steps of creating a service appointment and make the diagrams off of that please. Thanks again.
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INSS Phase 3
INSS Phase 3
Student’s Name
Students Affiliation
INSS Phase 3
INSS PHASE 3
FDD diagram
The purpose of the functional decomposition diagram is to show on a single page the
capabilities of an organization that are relevant to the consideration of an organization.
By examining the capabilities of an organization from a function perspective. It is possible to
quickly develop models of what the organization does without being dragged into an
extended debate on how it is done.
The diagram can be drawn by use of links. These links show how the information flow. Ones
one have the access as a user, he will be able to get all the information within an
organization. Most of the time it uses networking concept to link all the department in the
firm.
A layout diagram of is as shown below:
Training
Management
Analysis
Communicatio
n
Trend
analysis
Work time
What if
analysis
Class
schedule
Grant access
Member
report
Staff
Accounting
system
Data
transfer
Managerial
report
General
invoice
INSS Phase 3
Context Level Diagram
It shows system under review as a single high – level process and the relationship that the
system has with external entities (systems, organizational groups, external data stores). It
depicts four main components:
Process (circles); external entities (rectangle); data stores (two horizontals, parallel lines);
data flows (curved or straight lines with arrow head)
Community Users
Information
Payments
Advertisers
Registration
Online
community
Ad slots
compensation
Staff Writers
content
Financial report
financial data
Accountants
This diagram was created for the system analysis and design. It can also be leveraged to
capture and communicate the interactions and flow of data between business process.
INSS Phase 3
Benefits:
Shows the scope and boundary of a system at a glance including the other systems that
interface with it.
There is no technical knowledge required to understand the diagram.
It is easy to draw and amend due to its limited notation.
It is easy to expand by adding different levels.
It can benefit a wide audience including stakeholders, business analysts and developers
Diagram 0
It illustrates how data is processed by a system in terms of inputs. It focuses on the flow of
information where data comes from, where it goes and how it gets stored.
INSS Phase 3
Customer
Order
1. E -commerce
Acknowledge
customer and order
information
D1. Customer database
2. Cyber check
Verify credit card
Confirmation and
Delivery data
order
credit card number
approval or rejection
Credit card
company
information
3. Shipping
Ship order
Product type
D2. Inventory
And amount
The difference between the content level diagram and diagram 0 is that the content level
diagram deals with the flow and access of information from the source and external entities
while the diagram 0 deals with the flow of information for the individual entity.
INSS Phase 3
As an advisor I would request the companies to use functional decomposition diagrams in
their companies because it helps one to have all the accesses of what is happening within
the firm from any point provided that the machine being used is connected to the access
through networking. This also help on time saving mostly in case a manager wants to know
the proceedings of the company.
Data dictionary
A data dictionary is a collection of descriptions of data objects or items in a data model for
the benefit of programmers and others who need to refer to them. These data are kept and
when one is in need of they he may access it from the dictionary. Most of the people may
use data dictionary to get the information other than doing research.
These dictionaries outline database on driver details in program development.
INSS 370 Project Check List
Remember: You are telling a story to influence a decision
Phase 1
System request – statement of the problem/opportunity
Business Case:
•
•
•
•
•
Orientation as to what the system is about
Propose some alternatives (e.g., implement a database, outsource using web service,
etc.)
Feasibility analysis (technical, operational, economical, schedule, some mention of risk)
Expand on economical feasibility – payback (table), ROI, NPV;
Project Scope – project, product deliverables, success criteria
Phase 2
Requirements:
•
•
•
•
Overview of requirements gathering process
State where/who from requirements were gathered
Provide instruments/questions used for gathering requirements
Summary of requirements
Phase 3
Diagrams:
•
•
•
•
•
•
•
FDD
Context level diagram
Diagram 0
Be certain that they balance!!!!!
User story (As a I want to in order to
Use Case
Data dictionary
Phase 4
UI/UX:
•
•
•
•
•
Show input GUI
Show output – GUI or report
Mock-up of GUIs
Mapping to data dictionary
Provide captions/descriptions of GUIs
DGA TRAINING
MANUAL
TABLE OF CONTENTS
I.
II.
III.
IV.
INTRODUCTION……………………………………………………………………………………………..
4-16
A)
WELCOME ……………………………………………………………………………………………….
4
B)
HISTORY OF DGA………………………………………………………………………………………
5
C)
ACD REQUIREMENTS………………………………………………………………………………..
6
1)
WORK ENVIRONMENT………………………………………………………………..
6
2)
SYSTEM REQUIREMENTS…………………………………………………………….
7-10
3)
HOURS REQUIRED FOR VIRTUAL………………………………………………
11
4)
PAY STRUCTURE- IN-HOUSE EMPLOYEES…………………………………..
12-14
5)
PAY STRUCTURE- VIRTUAL AGENTS…………………………………………
.15-16
WHAT DO WE DO?…………………………………………………………………………………………
17-24
A)
HOW NETPHONE WORKS………………………………………………………………………
18-19
B)
WHAT IS EXPECTED FROM A DGA REP……………………………………………………
20
C)
DRESS CODE FOR IN-HOUSE EMPLOYEES……………………………………………….
21
D)
MANAGEMENT TEAM…………………………………………………………………………..
22-24
AUTOMOTIVE 101………………………………………………………………………………………………………
25-28
A)
HIERARCHY OF A DEALERSHIP………………………………………………………………..
25
B)
COMPLETE SERVICE PROCESS………………………………………………………………….
26-27
C)
TYPES OF SERVICES………………………………………………………………………………….
27-28
SCRIPTS…………………………………………………………………………………………………………………..……
29-44
A)
DGA 2.0 SCRIPT…………………………………………………………………………………….……
30-31
B)
XTIME SCRIPT……………………………………………………………………………………….……
32-33
C)
TIME HIGHWAY SCRIPT……………………………………………………………………….…….
34-36
D)
AUTOSCHEDULER SCRIPT…………………………………………………………………….…….
37-39
E)
AUTOBOOK SCRIPT……………………………………………………………………………………
40-41
F)
OVERCOMING OBJECTIONS……………………………………………………………….………
42-44
G)
WARM TRANSFER SCRIPT…………………………………………………………….…………….
44
1
V.
VI.
VII.
VIII.
DGA TOP 10 LIST………………………………………………………………………………………………………..
45-56
A)
USING SCRIPT…………………………………………………………………………………………….
45
B)
OIL CHANGE APPOINTMENTS…………………………………………………………………….
45-47
C)
PREFERRED ADVISOR SELECTION……………………………………………………………….
47
D)
TRANSPORTATION OPTIONS………………………………………………………………………
47-49
E)
RECOMMENDING SERVICES……………………………………………………………………….
49-53
F)
SPECIAL ORDER PARTS (SOP’S)……………………………………………………….………….
53
G)
AFTERMARKET SERVICES…………………………………………………………………………..
54
H)
PROPER TRANSFERRING…………………………………………………………………………….
54-55
I)
QUICK PRICING…………………………………………………………………………………………
.55
J)
CONFIRMATIONS…………………………………………………………………………………………
56
DGA 2.0 SCHEDULING SOFTWARE………………………………………………………………………………
57-66
A)
WHAT IS DGA 2.0?………………………………………………………………………………
57
B)
TO CREATE/RESCHEDULE AN APPOINTMENT………………………………………………….
57-60
C)
TO CANCEL/MODIFY/CONFIRM AN AN APPOINTMENT………………………………….
61-62
D)
DGA VITAL PAGES/BUTTONS…………………………………………………………………………..
62-64
E)
DGA REP PAGES/SAVING COOKIES………………………………………………………………….
64-66
XTIME SCHEDULING SOFTWARE…………………………………………………………………………….…….
67-75
A)
WHAT IS XTIME?………………………………………………………………………………..
67
B)
CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM………………….………
68-71
C)
CANCEL OR MODIFY AN EXISTING APPOINTMENT………………………………………….
72-74
D)
DMS APPOINTMENTS……………………………………………………………………………..………
74-75
E)
XTIME SHOP MANAGEMENT……………………………………………………………….…..……..
75
TIME HIGHWAY SCHEDULING SOFTWARE……………………………………………………….……………
76-81
A)
WHAT IS TIME HIGHWAY?…………………………………………………………….,……
76
B)
CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM………………….………
77-80
C)
CANCEL OR MODIFY AN EXISTING APPOINTMENT…………………………………..………
80-81
AUTOSCHEDULER SCHEDULING SOFTWARE………………………………………………………………
82-89
IX.
A)
WHAT IS AUTOSCHEDULER?…………………………………………………………………
82
B)
CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM………………….………
83-87
C)
CANCEL OR MODIFY AN EXISTING APPOINTMENT………………………………….……….
87-89
2
X.
XI.
XII.
XIII.
AUTOBOOK SCHEDULING SOFTWARE…………………………………………………………………………..
90-99
A)
WHAT IS AUTOBOOK?…………………………………………………………………………
90
B)
CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM………………………….
91-95
C)
CANCEL OR MODIFY AN EXISTING APPOINTMENT……………………………….………….
95-99
USER LOG-INS AND PASSWORDS…………………………………………………………………………………
100-101
A)
DGA SCHEDULER………………………………………………………………………………….…………
100
B)
XTIME……………………………………………………………………………………………………………..
100
C)
TIME HIGHWAY………………………………………………………………………………………………
101
D)
DGA WEBMAIL………………………………………………………………………………………………..
101
E)
SHIFTBOARD……………………………………………………………………………………………………
101
F)
AUTOBOOK…………………………………………………………………………………………………….
101
ONGOING TRAINING/REP EVALUATIONS……………………………………………………………….
102-105
A)
NEW HIRE TESTING…………………………………………………………………………………………
102
B)
NEW HIRE ONE ON ONE’S……………………………………………………………………………….
102
C)
VIDEO TRAINING/TESTING………………………………………………………………………………
102
D)
ONGOING ONE ON ONE’S……………………………………………………………………………….
102
E)
CALL EVALUATIONS………………………………………………………………………………………..
103
F)
THE PERFECT CALL………………………………………………………………………………………….
103-104
G)
DOCUMENTING EMPLOYEE PERFORMANCE……………………………………………………
105
MISCELLANEOUS DGA………………………………………………………………………………………….……….
106
A)
DGA ON THE WEB/FACEBOOK………………………………………………………………….…….
106
B)
EMPLOYEE OF THE MONTH…………………………………………………………………………….
106
C)
WHO TO CONTACT…………………………………………………………………………………….……
106
3
Welcome to DGA!
We are very happy to have you as a part of our great team. We hope that you find
your position with DGA to be both rewarding and enjoyable. If you ever have a
question or concern regarding your position at DGA, please do not hesitate to
contact any of our management staff.
The following manual will be discussed in detail with you over the upcoming
weeks during training. Please print out the manual and keep it handy so you can
reference the material easily when you need it in the future. The information
provided will surely assist you with all aspects of joining our staff and performing
your duties as a DGA Representative.
Again, we are very happy to have you on board. DGA is the industry leader in
virtual Business Development Center services because of our people. You are here
for a reason, and we look forward to working with you!!!!
4
HISTORY OF DGA
DGA Inc. has been a leading partner of dealerships all across the United States since 1993. Over
the years, DGA has gone from being strictly a “customer follow-up” company into a full blown
virtual Business Development Center. If there is a call that needs to be made or taken at a
dealership, DGA can do it.
Karen Winterling, DGA’s President, has been in the automotive industry for over 25 years. Over
the years, Karen has seen many changes in the industry, specifically with the need for improved
customer satisfaction within automotive Service Departments. As this need grew within the
automotive industry, Karen saw a tremendous opportunity to capitalize. Hence, she formed the
company you are working for today, starting out with just a handful of employees.
DGA is now in its 20th year of business. During this time we have done our best to adjust the
services that we provide to accommodate the continually changing needs of our clients. Since
its inception, DGA has gone from simply providing customer follow-up information (through
faxed Alerts) to full Web-site processing and real-time data interaction. Other services that we
now provide include Email Campaigns, Consulting services, and, more recently, Real-time
Service Appointment scheduling. We are continually updating our Website programming to
add more functionality for our clients as well as smoother functionality for our staff.
Now doing business with over 125 dealerships across the nation, DGA now employs over 100
“work from home” agents in our virtual call center. Both of these numbers continue to grow as
we are constantly bringing on new clients, better products and services, and needed staff.
5
ACD REQUIREMENTS
The following information is provided to verify that your work environment and current
computer setup meets the minimum requirements necessary to perform ACD (Automatic Call
Distribution) work for DGA. Please verify that all of the requirements, outlined below, are
completely satisfied. By doing this, it will ensure that we can successfully provide you the
ability to log on to our NetPhone system. We will be happy to answer any questions regarding
these requirements if you are unsure. It takes a minimum of 20 minutes to assist each Agent to
properly load the software and get it all up and running. This will be done prior to receiving
your NetPhone training. Please read the following information thoroughly. Following is a brief
overview of the requirements that you will be reading about.
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Workspace
Computer Integrity
Headset Purchase
Computer Skills
Minimum Computer Requirements
Monitor Size
Internet Connection
Wireless Routers & Security
Incompatible Software
1) Do you have a comfortable, quiet, and private place to perform your work?
We require all of our Staff members to have the opportunity to perform their work to
the best of their ability. It is paramount that you identify a spot in your home where
you can perform your work without interruptions, noise, or distractions. This includes
loud music or conversations, crying babies, ringing phones, screaming children, barking
dogs, etc. When you are talking to our Client’s customers they must NEVER hear these
types of distractions in the background. It leaves a negative impression regarding the
professionalism of our company, and these occurrences will either be noted by our QA
staff, or ultimately be reported back to our Clients who will then notify us in turn. Any
noted occurrences are grounds for immediate termination of employment.
6
2) Can you safe-guard and protect your computer system?
It is critically important that you safeguard your computer system from all network
contamination and maintain reliable anti-virus software on your computer. Your
computer provides your ability to work for DGA, and when users, other than yourself,
use your computer, it elevates the probability that our installed software will encounter
problems. Once we install the NetPhone software onto your computer system, it is very
important that you understand the consequences of internet viruses and installing
additional internet software. Software downloads of interactive internet packages may
corrupt your ability to log on to NetPhone due to “shared” file usage. Not only might
this cause you to miss your shift, but it may also require several hours of time, by DGA
Staff and/or our Telecom Company, to correct this problem. It is undesirable that our
staff may have to reinstall Net phone software due to your negligence. The integrity of
your computer is solely your responsibility and you must protect it from all misusage and
viruses. Ultimately, we …
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