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ITECH2002 - Systems Modelling Assignment 1 Specification – 20 19 Page 1/7 Systems Requirement Specification 1. TIMELINES AND EXPECTATIONS Due date: Monday, Week 6, 11:55pm. Weighting: 15%, maximum mark: 100. Minimum time expectation: 30 hours. Your assignment will be assessed by your tutor or lecturer if your lecturer is also your tutor. You will receive your mark and written feedback via Moodle two weeks after the due date or submission, whichever is later. 2. INTRODUCTION You have been hired as a systems analyst to work with two other analysts. Your task is to document the functional requirements of Amazon, an online retail system, using UML. In a typical learning environment, assignments are often based on hypothetical case studies, like those in the tutorials. Such case studies, however, are limiting because you have little opportunity to investigate how real systems work, thus making it difficult to appreciate the complexity of a real system, the need of analysis and the usefulness analysis tools. We hope that by investigating a real system you will appreciate the importance of analysis and the role of UML as a communication and analysis tool. During the analysis stage, UML is used to specify systems requiremets, which will be used to design a computer system. In this assignment, we will use UML to document a system that has already been computerised – like reverse engineering a system (from an existing computer system to specification). This has another advantage in that you can evaluate if your specification is close enough to the real system. However, be careful when reverse engineering so you do not also include the design decisions – please see your lecturer when you are unsure – we are more than happy to give you feedback. Please note that the case study provided here is incomplete and you need to investigate Amazon in order to complete the assignment, such as by visiting their website or following Amazon development in the news. You may also come up with functionality that do not exist in Amazon but would add values to the business, but please discuss with your lecturer first. Section 3 describes the motivation behind the design of this assignment; Section 4 provides information on how and what to submit (note that Moodle has been setup so there is only one submission from each group). The case study can be found in Section 5. Section 6 describes the tasks for individual and group work. ITECH2002 - Systems Modelling Assignment 1 Specification – 20 19 Page 2/7 3. MOTIVATION. The purpose of the assignment is to ensure that you know: 1. How to document functional requirements using three tools widely used in the IT industry: brief use case description, use case diagram and domain model class diagram. The use case and domain model class diagrams are part of the Unified Modelling Language (UML). 2. How different stakeholders contribute to definition of requirements. The assignment addresses the following learning outcomes: K1. Explain how models are used to assist in analysing and modifying existing business systems; K2. Define various roles involved in the processes of system analysis; K3. Describe techniques used to gather required information for system analysis; K4. Explain the various stages of the system development life cycle; S1. Identify appropriate models for given scenarios; S2. Develop various models using a professional CASE tool; S4. Perform Object Oriented Analysis and Design to construct various object models used to communicate the scope and requirements of the project. A1. Write integrated reports, using appropriate models, providing detailed analysis of given textual scenarios. 4. WHAT AND HOW TO SUBMIT 1. Moodle has been set up so each group submits only one document – anyone from a team can submit. 2. Submit a Word or text document which has the link to a GoogleDoc document which has the group work and individual work. This GoogleDoc document must be complete (please upload and share the template file in Moodle). After uploading, you must share the GoogleDoc with your lecturer and tutor. 5. CASE STUDY The assignment is based on the online shopping system www.amazon.com.au. Some functionality or processes may have been simplified or modified to meet certain learning criteria. We will investigate three subsystems in Amazon: Fullfilment by Amazon (FBA), Customer Support and Warehouse. These three subsystems are described in the following sections. http://www.amazon.com.au/ ITECH2002 - Systems Modelling Assignment 1 Specification – 20 19 Page 3/7 5.1 Fullfillment by Amazon (FBA) Subsystem FBA is a business model where sellers leave their merchandice at Amazon warehouses and Amazon ships the products on behalf of the sellers. An overview of FBA can be found here https://sellercentral.amazon.com/gp/help/external/201023020?language=en- US&ref=efph_201023020_cont_201021850 Before resellers can use FBA, they must create a list of items they want to sell under FBA, they then ship the products to Amazon by creating a shipping plan. To create a shipping plan, Amazon needs to know: - which product and the quantity of each product that will be sent. - the location where the items will be sent from, which could be the address of your warehouse, home or supplier. - whether the resellers want Amazon to prepare the product for shipment to customers. Amazon charge per-item fee for each item it prepares on behalf of resellers. - whether the resellers want Amazon to label the products. Amazon also charge labelling per item. Resellers who want to label the product themselves print the labels and affix them to the products (make sure that each product has appropriate barcode). Finally, Amazon displays the fullfillment center(s) your products will be assigned to. Is it worth selling with FBA? Anyone should be able to evaluate this –is FBA worth it? Once you have signed up as an FBA reseller, you would use a different tool for evaluating this decision. For the shipped products to appear on Amazon, resellers have to register the products on Amazon online shop. Information required is product name, the image(s) of the product, SKU, dimension, weight, price, FNSKU, UPC/EAN and ASIN. Resellers also need to specify the categories, subcategories which may have multiple levels and some optional description specific to the categories. For example, to sell a watch, you need to specify the type of band. Resellers can upload information of the products individually or in bulk. FBA resellers can review their inventory to identify slow moving stocks. They can also launch a campaign to promote selective products from within Amazon using Lightning Deal. To create a Lightning Deal, specify how many units are available for the deal and the price during the deal, which is valid for 24 hours. The original price must stay the same, so Amazon can display the original price and the special price. Amazon shoppers can view the deal when they click on “Today’s Deals” on the top menu as in Figure 1 on the next page. Resellers may offer further incentives such as free shhipping to further entice consumers. https://sellercentral.amazon.com/gp/help/external/201023020?language=en-US&ref=efph_201023020_cont_201021850 https://sellercentral.amazon.com/gp/help/external/201023020?language=en-US&ref=efph_201023020_cont_201021850 https://www.webopedia.com/TERM/S/SKU.html https://www.webopedia.com/TERM/S/SKU.html https://www.amazon.com/gp/seller/asin-upc-isbn-info.html https://www.amazon.com/gp/seller/asin-upc-isbn-info.html https://www.amazon.com.au/gp/help/customer/display.html?nodeId=201895510 ITECH2002 - Systems Modelling Assignment 1 Specification – 20 19 Page 4/7 Figure 1. A snapshop of a section of an Amazon website. Customers click on “Today’s Deals” to list products under this deal. We have looked at how resellers use Amazon’s FBA. Next we will look at what Amazon’s management need from the FBA system. A manager need a way to evaluate the effectiveness of the FBA offering, so the system must produce reports which will help the management monitor the performance of FBA. This conclude the discussion on the FBA subsystem. The next section describes the Customer Support and Returns subsystem. Note that each student work with only one subsystem. 5.2 Customer Support and Returns Subsystem The Amazon support team provides support via live chat or telephone only. A human agent will then be assigned to the live chat or telephone call. For a telephone call, the customer will be prompted to enter their invoice number and placed on a queue. The system will then inform customers how far they are in the queue and the average waiting time. They will also be given a dial back option without losing their place on the queue. If customers prefer the dial back option, then the system reads current number out and ask if they want to be rung back on that number. If the system is unable to read customer’s number, then it simply asks for the number. In any case, the system must confirm the number before terminating the call. The phone call is then assigned to the next available support agent and the customer being served will be removed from the queue. A ticket is then created and the system must keep track of who support the customer and the detail of the conversation. At then end of the conversation, a request is marked for closed, follow-up or escalated. When the status is escalated, the support agent must choose the team required to resolve the issue. In some cases, customers want to ask for a refund or replacement. If this is the case, they must articulate why they need a refund or replacement. If a replacement or refund is approved, the support agent will then send an electronic return label so customers to be affixed to the return package. The label has the customer name, customer address, phone number, invoice number and a system generated return ID. As an online store in Australia, Amazon and its resellers