SYSTEM ANALYSIS AND DESIGN OF CRM SYSTEM IN THE HEALTHY COLLECTIVE

SYSTEM ANALYSIS AND DESIGN OF CRM SYSTEM IN THE HEALTHY COLLECTIVE

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TOC o "1-3" h z u Question 1 PAGEREF _Toc109154860 h 3Question 3 PAGEREF _Toc109154861 h 6Question 4 PAGEREF _Toc109154862 h 9Question 6 PAGEREF _Toc109154863 h 11References PAGEREF _Toc109154864 h 14

Question 1

Figure 1: Context diagram for The Healthy Collective

This context diagram is mainly focusing on the healthy collective, and the company is mainly focusing on providing proper care to people aged over 70 years. This organisation has collaborated with government and health and welding providers as a social enterprise to properly support the strategic and operational object in revenue and opportunities to make partnerships. Some recognised names of partners of healthy collectives are West beach surf lifesaving club and Norwood swimming club, as well as Grange cricket club and many more. As per the views of Arifin & Siahaan (2020), right now, it is very important for the company to produce a new customer relationship management system to make proper connections with the customers in a targeted and meaningful manner. As the company has connections with both other businesses and consumers, therefore, the CRM system must have the B2B and b2c interface, and as per the managing director's concern, it is important to include the customisable option inside the CRM system for making the customer profiling in a better way. The main reason behind the complex CRM system is to comprise three distinct sub groups customers and practitioners, as well as businesses and organisations. It is also very important for the CRM system to support all the document management and contract management as well as contact sharing and proposal tracking. This CRM system is one of the main steps chosen by the company toward the digitisation, and there a lot of future plans are present, but right now, the solution will be provided as a web-based application.

Question 2

Figure 2: 0 level data flow diagram for HC

The use of a data flow diagram is to understand the flow of information within the process or system. As per the views of Wu & Xie (2021), the data flow diagram uses different types of symbols like rectangles and circles as well as an arrow to point out the routes between the different destinations. The main purpose of building the zero-level data flow diagram for the health collective is to analyse all the highest processes and how these processes are interrelated with each other. There are two people who will use this CRM system, and the first one is the general users like managers and service leaders, as well as the other staff of the health collective. On the other hand, the admin or back and developers will use the CRM system for different purposes; therefore, the flow of data will also be different. From the process, it can be identified that the CRM users will manage the customer's data and prepare the reports on that customer data. This report making part will be done by the healthcare practitioners and the service staff; however, it will also be very much incorporate the traceability of the work properly as it will understand the report making process and whether it has been done in an appropriate way or not. On the other hand, the CRM system will also gather all these data into the database for future purposes.

Apart from the general CRM users, there will be an admin present who will provide access to the CRM system to the CRM general users. It will be the responsibility of the admin to create the proper workflow for the CRM users, and after the CRM users prepare and make the report and upload it into the CRM system, then this data will be kept inside the database, and the responsibility will be full field by the admins. On the other hand, the admin will also use the contract management system of the CRM system for efficient management of contract and contract sharing purposes. This data flow diagram also indicates that apart from the CRM users, the stakeholders can also identify the traceability of the work, the system is also very much helpful for customer support services and that all the end users present inside the customer's customer service support mechanism gets proper benefits. Right now, the system is web-based; therefore, it is important to have the admin who will assign the task properly, and that needs to be fulfilled by the general staff of the CRM system.

All of these processes are interlinked, and the process starts with the customers when they book and appoint the CRM system record of the appointment and further escalates into the CRM admins. After that admin assigns the customers or the patient as per their record number to the care practice nurse or the general CRM users. The CRM user's job is to manage the customers by giving proper appointments with the doctors, and KR gives us then all this record that needs to be uploaded into the CRM system after preparing proper reports for each individual customer. Then all these data collected by the CRM users is stored by the admin, and then the works can be traceable by the stakeholders. This is creating a smooth flow of all the data from customers to CRM users and finally to the admins, and the processes are not getting hampered.

Question 3From the data flow diagram, it has been identified that there are different types of processes that need to be managed through the CRM system. The three main processes involved with the CRM system are the report preparation and managing the customer services as well as workflow management. These three processes are directed by three different people who are involved with healthy collectives and properly understand how to operate the CRM system. The decomposition of the below-mentioned processes is as follows;

Making the reports

Inside the health care facility making the report is very much important, and now all the modern CRM systems support the report making process. The system is directly involved with the health collective, and all the reports are mainly indicating the performance of the business and upgrading the customer service to obtain more benefits and revenue (Baashar et al. 2020). The health collective management is also expected to prepare custom reports based on the customer's expectations and services they obtained from the business. Therefore, it is very much important to filter out the customer requirement by making a proper audit and choosing the proper CRM system the business needs. In the case of a health collective, the customers will book appointments with the healthcare practitioners, and after that, the health care professionals provide medication and other things for the betterment of the customer's health. All these things will be sent directly to the CRM staff for insertion inside the database, and from this, the reports will be prepared properly without causing any problems. After that, this report will be stored inside the database created by the admins, and all these reports will be beneficial to managing and providing proper services to the customers in the near future.

Customer service management

It has been identified that the healthy collective is providing accessible, holistic healthcare options for the aged and disabled people across Australia. The company also has proper collaboration with different social enterprises and non-profit organisations and other B2B clients; therefore, managing the customers is one of the main processes of the CRM system. Inside the CRM system, the business has already established the customer's profile, and when making the customer profile, several customisable options also have been provided, and this customer profiling allows for differing the customers into three different groups consumers and practitioners organisations. The customer profiling will start from the bacon, where the admins will properly make the options to edit the customer profile. In this case, the customer has the option to put their image and name, and as it is a web-based application, therefore the password can be set by the customers and also the company can see all the data stored inside the customer's profile for easy access. When the customer calls the business for any query, then the service staff or the customer support staff can easily identify which customer is calling and what medical situations are present for that particular customer. Then all this data will be transferred to the admin department to make the changes inside the data and update it with the new customer's data. This will increase the traceability of the work, and the end users could easily manage the customer support service mechanism. The end user can also include the new rules inside the admin portal, and it will be the responsibility of the admin portal to create the new rules which will serve the customer in a proper way. This process will be moved from the customer service involvement to the CRM system of the healthy collective, and the process will be further moved into the admin department.

Managing the workflow

Managing the workflow is another important process that will be managed through the CRM system. It is the responsibility of CRM admins to manage the workflow properly for the general staff so that they can deliver proper healthcare services to the customers without any failure. Every day the admins will assign proper workflow to the staff, and the workflow will include the marketing campaign and delivering proper customer services and employing practitioners to support the products and services. Apart from this, the workflow also involves the stakeholders, and the admin will provide data to the stakeholder so that they can trace the work and also this system will provide customer support services by using a customer support service mechanism.

Question 4

Figure 3: ERD for the CRM system

This whole entity relationship diagram is very much important, and it demonstrates the total process for a healthy collective. As per the views of Frantiska et al. (2018), entity relationship diagrams are very much useful and a beneficial model for properly designed relational databases and also allow to demonstrate of all the business rules by creating a logical data model. This entity relationship diagram also specifies the technology that needs to be implemented by demonstrating it through a physical data model. From this entity relationship diagram, it can be identified that the healthy collective will introduce a new web-based CRM system for managing most of their work in the near future. The total process will start through the customer profiling option, and it will be very much helpful for all the healthcare providers to take the customer profiling options for identifying the different customers enrolled for different services. Not only does it allow the customer to store the customer's data properly, but when the customer service providers provide their services, they can deliver high-quality customer service without any complaint. After the customer is profiled, this CRM system will also allow the business to launch a new marketing campaign, and all the marketing managers will be in charge of the promotion of new products and services for the healthy collective. One of the major portions of this CRM system will go into document management, and inside document management, the creation of workflow will be done for tracking the contract management, and it will also be for the tracking of all the proposals. After that, the employee management will be done from this CRM system, and it will include all the managers and admins as well as caregivers and doctors.

Question 5

It has been identified that the comprehensive CRM system will allow the healthy collective to connect with the customers in an appropriate way. The business is planning to take the HubSpot for the CRM system, but they are also keeping the flexible and customisable CRM system solution as the current organisation is evolving rapidly. Right now, the company is focusing on B2B and b2c businesses, and they are not looking inside the sales management as it is very much unpredictable. There are three different distinct subgroups present among them, the CRM system will be implemented, and these people are the consumers and healthcare practitioners and the business organisation. It has been identified that from this CRM system, the company will benefit from managing the documents properly, and these documents are mainly focusing on contract management and contact management as well as business proposals.

On the other hand, this document can be shared within and outside of the organisation to make the business a digitised one. There are some complications presents, and from the entity relationship diagram, it can be identified that the sales-related documents are not part of the entity relationship diagram as the business is not currently focusing on its sales management. On the other hand, the marketing campaign that the business will launch a few days after launching the CRM system and this data will also not be obtained as a part of a business report. Thus, it can be set that the sales management report and marketing campaign report will be not part of the data stores of this CRM system.

Question 6

Figure 4: Physical relational database design

From the entity relationship diagram, it can be identified that there are multiple tasks present for the healthy collecting, and all these tasks are assigned to specific peoples. It has been identified that the company is currently wanting to prepare a user friendly and customisable CRM system that will assist in targeting the customers in a proper way. As the company serves both be to see and B2B customers, therefore, making the customer profiling accurate is also very much important and an opportunity to make the customisable customer profiling for accurate delivery of service and products by making them target customers. The CRM system is starting for the management of the work properly, and this management of the war is very much helpful to create the workflow inside the business, and this whole thing needs to be maintained by the admin of this CRM system. Multiple business plans are present for healthy collective like west beach surf lifesaving club and arthritis foundation as well as the village co. Therefore, it will be very much important for the business management proper contract with all of these clients, and also, as the business is focused on the share the contact inside and outside of the organisation for the betterment of their services and product, the CRM will play a core part in this.

Apart from all of these things, the company is now focusing on developing marketing campaigns properly, and it is the next big thing after managing contracts and sharing contacts. The marketing campaign will allow the healthy collective to properly demonstrate their products and services to the target customers, and for that, customer profiling will play a key role in this. After that, the customer profiling will also help the customer service team to properly serve the customers so that they can satisfy and fulfil their needs, and the business will get improvement. It is very much important for all the admins and managers to involve themselves inside the CRM system, and the admin will take charge of managing the workflow and the rest of the things that need to be done by the managers, such as managing the customers or making the marketing campaign. Finally, this CRM system will also help to properly report and document the whole process and allow the business to grow significantly.

ReferencesArifin, M. N., & Siahaan, D. (2020). Structural and semantic similarity measurement of uml use case diagram. Lontar Komputer : Jurnal Ilmiah Teknologi Informasi, 11(2), 8888. https://lesa.on.worldcat.org/oclc/8677993645

Baashar, Y., Alhussian, H., Patel, A., Alkawsi, G., Alzahrani, A. I., Alfarraj, O., & Hayder, G. (2020). Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review. Computer Standards & Interfaces, 71, 103442.https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7194637/

Frantiska, J., & Frantiska, Jr., Joseph, Dr., 11978-251-7380, jfrantiska@aol.com, Contributing Faculty Member, Walden University, Minneapolis, Minnesota, USA. (2018). Visualization tools for learning environment development. In Entity-relationship diagrams (pp. 2130). essay, Cham : Springer International Publishing : Springer. https://lesa.on.worldcat.org/oclc/7160446872

Wu, Y., & Xie, P. (2021, June). Exploration of enterprise audit information management system model based on data flow diagram. In 2021 International Wireless Communications and Mobile Computing (IWCMC) (pp. 1997-2001). IEEE.https://ieeexplore.ieee.org/abstract/document/9498870/

MIS605 SYSTEMS ANALYSIS AND DESIGN

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TOC o "1-3" h z u Answer 1 PAGEREF _Toc106825308 h 3Answer 2 PAGEREF _Toc106825309 h 6Answer 3 PAGEREF _Toc106825310 h 8Answer 4 PAGEREF _Toc106825311 h 8References PAGEREF _Toc106825312 h 14

Answer 1The software development life cycle is constructed with regard to the case study that was provided. The software development life cycle was created with the goal of improving the percentage of successful software projects. This method is considered to be among the most effective methods in business today. This new stage was established in order to improve the overall efficiency of the project. This is the only method to improve the development process, and it is the only way.. According to the case study that was supplied, the process of developing software is finished after it has gone through the six steps that are detailed below:

Planning Phase: It is the phase in which we delegate the task of evaluating the project to the project leader. During this stage, the planning for the project is carried out. Consequently, all of the things that are necessary for the project are computed during this phase. These include the cost of labour, the cost of materials, the teams who will be working on the project, and the leadership structure (Valacich & George, 2022). Customers' opinions, developers' feedback, and subject matter experts' feedback are all essential at this phase. Feedback is also sought from the project. Therefore, in the first step of our case study, we establish the goals of the project, as well as the cost of the materials and labour, and we also take into account comments from the clients, the developer, and the stakeholders. This can be depicted in the following table:

Goals There is going to be a web-based solution for health and wellness members. By this, they can easily check in with the staff and have a holistic healthcare community.

IT Management A web developer who is capable of creating the website.

Database Manager The database manager is the one who can merely maintain the data by helping with some software to prevent the data from being lost.

Problem Solution In the year of the pandemic, 2020-2021, it will have a significant impact on several industries, but most notably the medical field. Therefore, Nick T, Managing Director of The Healthy Collective, conceived of this website to prevent patients from becoming further sicker and to reduce the high mortality rate.

Stakeholder Stakeholder

There are two main categories of "someone who is a stakeholder":

Internal Stakeholder: "The individual involved in the project, including employees, the IT manager, the database manager, and project coordinators."

External Stakeholders: "The group of people comprises bank management, bank holders, the government, and many others."

Objective For helping Healthy Collective and its healthcare professionals in managing their patients skillfully

Scope In The Australian healthcare sector, it is very useful for Healthy Collective. Another thing is that they can easily add on the website is OPD departments for easy access to the respective doctors.

Requirement: The second stage of the software development life cycle has now begun.

Planning and this technique are very similar. During this phase, the requirements for the application or the programme being developed are compiled. Therefore, in order to tackle the issue that Healthy Collective and healthcare professionalss are facing, our case study requires either an application or a website (Ruevskis et al. 2020). Healthy Collective choose their orders with the assistance of the website, and healthcare professionals manage their patients and products through the platform. We need a website or an application in order to tackle the problem that healthcare professionalss and Healthy Collective are having. In addition to this first, we require an IT developer who is capable of producing that kind of website with relative ease.

Design and prototyping: The software development life cycle has now reached its third process with this step. During this stage of the process, our attention is focused on the various aspects of the project, such as the Architecture, the user interaction of the website, the path where the user can simply run the application (Platform), the computer program, networking, and security.

Software development: The development of real software takes place during this period. The work that has to be done is broken up into manageable chunks by the developer so that the website can be created in a relatively short amount of time. The project management tools are used to manage the project when it is in the development phase. The project management tool readily separated the work into equal phases, and it also made it easy for the project leader to keep track of how far along the project had progressed.

Testing: The fifth stage of the software development life cycle has now been achieved. During this stage, the website is put through its paces for testing. The testing is finished in several different phases, such as the first testing being done on the interface of the product. That determines whether or not the interface is functioning correctly. After that, backend testing is carried out to determine whether or not the logic that was created by the developer is functioning appropriately (Sharma & Obaid, 2020). When all of the preceding tests have been passed, we will construct the dummy data and validate it against the website database system. The programme is considered to have the testing team's blessing if all of the testing has been carried out in its entirety. During the testing phase, the functionality of the website is evaluated for its overall performance. We are able to easily handle the increased traffic on the website as a result of the improvements we have made to the testing process.

Deployment: After the process of testing and developing has been finished in its whole, the website is then put in the market, where it is made accessible to all of the healthcare professionalss and Healthy Collective who have subscribed to it and been given permission to use it by the administrator (Luo et al. 2020).

Maintenance and operations: The phase that consists of operation and maintenance is the one that occurs at the very end of the process of developing software. During this stage, the problems that have been reported by the healthcare professionals or the user will have been fixed in subsequent versions of the method (Idrees et al. 2018).

The diagram of all the steps is mentioned below:

Answer 2The list of people who are participating in this project, along with their descriptions, may be found below:

Project Initiators The Healthy Collective's Managing Director Nick T proposes a web-based solution to help the organization's doctors and other healthcare professionals keep their services running smoothly.

IT managers The IT development team that created the website that the MD envisioned played the most significant role in the entire process.

Healthcare professionals To put it simply, the healthcare provider is the project's main character. Given that this initiative is tailored at them, it will facilitate easy communication between doctors and patients and expedite the availability of care.

Healthcare staff The project's main character is client profiling using CRM features. Nick T, Managing Director, states that giving service to the Healthy Collective is a primary goal of the project despite the absence of dynamic forms in EDM scheduling on the internet.

Stakeholder They need a diverse group of people who are willing to invest in the website and the project and provide feedback and suggestions. There are two kinds of stakeholders: internal and external.

Admin The CEO Office is home to the website's administrator. It is the main actor on the website; if the administrator allows the user permission to enter, the user can do so; otherwise, the website declines the user.

Labor Healthy Collective's healthcare staff are managed by this project's abstract actor. In a nutshell, the staff's job is to see if the patients need checking on. Since the staff plays no direct role in this, they must be considered a fictional character.

Answer 3914400361315

Answer 4Usage Case Numeral 1

Use Case Type Include

Use Case Name Admin

Actor Involved Staff

Associate User Interfaces 2 one for healthcare workers and another for patient

Pre-Condition The operator's department is responsible for the administration.

Post-Condition No one can access the site even if they try to bypass the Admin Authorization Check.

Detailed Description The Admin of the website belongs to the CEO

Office. Users can only access the site after being granted access by the site's administrator; if the admin denies access, the site will automatically send a message to the user saying so.

Routine Procedures Expressed in a Flowchart Admin verify the information provided by doctors, nurses, and other healthcare workers who have registered on the site. To prevent doctors, nurses, and other medical personnel from accessing the site, the administrator might deny their login requests.

Alternate Course NA

Use Case Number 2

Use Case Type Include

Use Case Name Patient

Actor Involved Person Individually

Associate User Interfaces One interface has a name, contact details, business Tax identification card, and many

more.

Pre-Condition All the document of a healthcare professionals is verified by the

admin.

Post-Condition They can manage their patients on the farmhouse.

They added the gift to the healthcare staff.

Detailed Description The healthcare professionals is the primary actor in the project. Because this project is developed for the

healthcare professionals to manage their patients from their hospital ward.

Routine Procedures Expressed in a Flowchart The healthcare professionals registered on the website if the admin gives them permission then the website is accessible by him otherwise the website is not accessible.

Alternate Course NA

Use Case Number 3

Use Case Type Include

Use Case Name Healthy Collective

Actor Involved People

Associate User Interfaces One for registration

Pre-Condition The admin verified the staff members then they verified the patients

Post-Condition The bank detail is a must in the registration process.

Detailed Description The staff members is the primary actor of the project. In the project without their traffic on the website is not generated also the aim of providing service to the Healthy Collective by Nick T, Managing Director.

Routine Procedures Expressed in a Flowchart The staff members register an individual or in group then the registration is completed verified by them and admin and the process is started.

Alternate Course NA

Use Case Number 4

Use Case Type Include

Use Case Name OPD

Actor Involved Person

Associate User Interfaces Interface to manage outdoor patients

Pre-Condition The manager calculates the number of patients present on a particular day

Post-Condition This is not applicable to all patients. Only for outdoor patients

Detailed Description This is a secondary actor in the website

development. The OPD manager manages the sector for Healthy Collective.

Routine Procedures Expressed in a Flowchart The manager only calculates the system-generated invoice provided by the staff

Alternate Course NA

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Luo, B., Long, T., Guo, L., Dai, R., Mai, R., & He, Z. (2020). Analysis and design of inductive and capacitive hybrid wireless power transfer system for railway application. IEEE Transactions on Industry Applications, 56(3), 3034-3042.

Ruevskis, S., Akishin, P., & Korjakins, A. (2020). Parametric analysis and design optimisation of PCM thermal energy storage system for space cooling of buildings. Energy and Buildings, 224, 110288.

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Valacich, J. S., & George, J. F. (2022). Modern Systems Analysis and Design (2017, ). Pearson.