2. 2
Table of Contents
Acknowledgement………………………………………………………………………………. 3
Introduction ……………………………………………………………………………………. 4
Part A – Requirements Analysis with Rich Pictures…………………………………………. 5
A1. Rich picture of the complete UKWT environment including LEL ………………………… 5
A2. Discussing the overall UKWT environments ……………………………………………… 7
Part B – Requirements Analysis with Use Case Modelling…………………………………. 11
B1. Use case diagram for the current LEL booking system …………………………………… 11
B2. Documentation about use case …………………………………………………………….. 12
B3. Discussion about use case modeling processes ……………………………………………. 17
3. 3
Acknowledgement
I would like to give my thanks and appreciation to my teachers from KMD Institute, Mr.
Francis Murphy and Mr. Kaung Myat San. Because of their teaching methods, skills and
guidelines, it is very helpful for me to accomplish this coursework. I also appreciate to all
responsible personals at our campus, KMD. I also would like to thanks my parents for their
supporting.
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Introduction
UK Wonder Tour (UKWT) Ltd is a coach tour company which is located in Central London,
UK. After a new Managing Director, Stanley Chibwe, was appointed, he want to make some changes to
enhance and expend company`s business. In this report, situations at UKWT will be analyzed and
evaluated by utilizing rich picture and use case modeling.
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Part A – Requirements Analysis with Rich Pictures
A1. Rich picture of the complete UKWT environment including LEL
Figure.A1.1 - Rich picture of UKWT
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A2. Discussing the overall UKWT environments
Key actors in the environment and their impacts
UKWT
Stanley Chibwe (Managing Director)
He decided to make changes like new tour offers, restructuring and new policies because
he believes that UKWT will be left behind in tour industry if it is stilling using old procedures.
Johnny Quan (Director of IT)
He want only to keep maintaining and upgrading the ePortal and see new partner system
developments as a time wasting. Cutting budget is difficult for IT department to run ePortal.
Saranga Disasekara (Director of Client Services)
She views her department is the key of UKWT success. Current restructuring made her
department to lose staffs and new works arrive. After that, she had customer complaints.
Helen Wong (Director of HR)
He claims almost all employees are annoyed for working with timesheets and changes
were deployed without discussing with HR team.
Lorraine Smith (Director of Tour Planning & Management)
He and his staffs accept the changes and actively works with Stanley for new steps of
UKWT and buying partner companies. His department is important to support new system
development for partners because they mostly use ePortal and eBooking.
Siokyee Choo (Tour Management Administrator, Employee representative)
Employee change initiative move her from client services to tour management. She is
currently working with ePortal and eBooking. But, she only had meeting with directors once
since Stanley`s first arrival so that employees` problems cannot not stated regularly. She also
annoy with timesheets.
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LEL
Poppy Parker (Managing Director)
She sold LEL to UKWT with agreement that LEL will still operate like before. She sees
Stanley`s changes and new system are not fit with LEL processes and her staffs. About that,
Stanley told her she could resign because she is not owner anymore.
Patience Mbewe (Client Service Coordinator)
She views that changes are damaging the LEL client service and timesheets means her
working are not trusted. Now, she is considering about moving to new job.
Amith Kumara (Client Booking Administrator for Platinum/Gold experience)
He carries out most of the booking processes. He has faced critical problems with old
systems so that he wants the new system which can accomplish his tasks easier in a short time.
Aminur Raham (Corporate Booking Administrator for Corporate Reward Experience)
Although his tasks are simple, he views LEL access system as a useless one because he
has to do a lot with spreadsheets.
Callum O Connor (Trip Management Administrator)
He rechecks the booking processes from Amith and Aminur. He does not want a
complete new system but some updates to LEL access are enough because storing tour and
clients records is not appropriate in access database.
Changes to the organizational culture/sub cultures
Currently, new managing director Stanley Chibwe is reshaping the UKWT procedures
with the aim to attract more customers. UKWT is now offering more tour package variations
more than before because UKWT bought four partners (LEL, TQLE, HSW and UKST).
Presently, UKWT has a core IT system, ePortal, which supports booking features -
internet-based booking, telesales and travel agent. Stanley wants new IT system for each partner
which will interact with ePortal. LEL is the first one to use new system.
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Employee change initiative also brought restructuring and new duties/roles for employees
which they do not like. Now, employees have to record their working activities on timesheets
and line managers will watch and review.
Partner change initiative also affects the cultures of partner companies. LEL Managing
Director Poppy Parker is not sure for her future position and almost all staffs are not happy about
cooperation with UKWT.
Key issues and areas of conflict
Main issues and conflicts are because of Stanley`s changes (Employee and partner
change initiative) without consulting related personals.
Issues from additional works for all staffs
As employee change initiative is deployed, all staffs have to fill timesheets as an extra
duty. Staffs sees that procedure as a spying and loss of value upon their works. Restructuring
moved some staffs to new roles or pushed some to resign and consider new jobs.
Cannot address staff issues regularly
According to Siokyee Choo, Stanley had only one meeting with employees since his first
arrival. So, staffs cannot talk about issues related with current changes. HR team cannot also help
these issues because they did not even know about how changes were undertaken.
Conflicts between UKWT staffs and Managing Director
Except Tour planning & management department, all staffs are conflicting with Stanley.
IT director does not want new system development and unhappy about budget cut. Client
services also hate about restructuring. Stanley also did not tell or listen to HR about changes
which makes HR team to annoy.
Conflicts related with partners
Now, LEL ownership is not under Poppy Parker who does not agree with Stanley`s
undiscussed changes. Core unit, Customer services of LEL, is also cut without LEL advises
which leads its staffs to be angry.
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Current IT provision and related issues
IT is the thing that helps UKWT to become a successful one and also uses highest budget
and. UKWT`s ePortal is currently still active although there are maintenance issues and
difficulties within 20% budget cut to IT infrastructure. If IT budget is keeping to be cut off, staff
redundant will likely to happen.
Each partner will use new IT systems sooner. From IT department perspective, ePortal
and eBooking should be set up for partners but Stanley and Hao (External IT consultant) point
out that it will cause issues to partners` staffs who are mostly lack of IT knowledge. So, Stanley
does not take suggestions from IT department.
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Part B – Requirements Analysis with Use Case Modelling
B1. Use case diagram for the current LEL booking system
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B2. Documentation about use case
1. Make customer register
Primary scenario
Primary actor Client Booking administrator
Secondary actor Customer
Precondition Client has to ask about tour first.
This process starts when customer makes registration.
1. Admin will confirm registration if user is already previous customer.
This end the process.
Post condition Customer detail will be saved in register list.
Secondary scenario
1. Customer will simply made register via web form or telephone.
2. Customer info will be shown to admin.
3. Admin will confirm.
This end the process.
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2. Record customer preferences
Primary scenario
Primary actor Client Booking administrator and Corporate Booking Administrator
Secondary actor Customer
Precondition Customer must tell which services he want.
This process starts after registration.
1. Customer will tell which services he wants.
2. Client Booking administrator will list it.
3. Then, send to Corporate Booking Administrator
This end the process.
Post condition List of customer`s desired services will be reported to Corporate Booking
Administrator.
3. Check available services
Primary scenario
Primary actor Client Booking administrator and Corporate Booking Administrator
Precondition List of customer preferences must be created.
This process starts after getting customer preferences.
1. Both admin will check available services.
This end the process.
Post condition Available services will be listed and sent to customers.
Secondary scenario
1. Both admin will alert user about their request services if it is not available.
2. Again, customer will select one from available services.
3. Admin will confirm services.
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This end the process.
4. Confirm services
Primary scenario
Primary actor Client Booking administrator and Corporate Booking Administrator
Secondary actor Customer
Precondition Customer must be sure about his requested services
This process starts after customer chose the preferences.
1. Both admin will check about customer requested services which is chosen from
available list.
2. Then, confirm the services
This end the process.
Post condition Services will be confirmed by booking respective service providers like
restaurants and so on.
5. Confirm transport
Primary scenario
Primary actor Client Booking administrator
Secondary actor Customer
Precondition Customer must be sure about his choice.
This process starts after customer`s trip is checked that related services are available.
1. Admin will book the respective transportation organizations.
2. Then, confirm the transports to customers
This end the process.
Post condition Services and transports are selected to be ready for customers.
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6. Make payment
Primary scenario
Primary actor Client Booking administrator
Secondary actor Customer
Precondition Facts related customer must be completely saved.
This process starts after customer`s services and transport is ready.
1. Customer will make payment via online transaction.
2. Admin will receive it.
This end the process.
Post condition Payment for the whole tour is done.
7. Make booking
Primary scenario
Primary actor Client Booking administrator
Precondition Payment must be received from customer.
This process starts after customer pays the bills.
1. Admin will make booking by confirming the transports and services.
2. Admin will report about booking to trip management administrator.
This end the process.
Post condition Customer will wait the tour date.
8. Check booking reports
Primary scenario
Primary actor Trip management administrator
Precondition Other two admins must report about bookings.
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This process starts after a customer`s complete booking.
1. Trip management admin will check about booking report.
2. If checking is correct, he will contact service providers to make sure the booking
confirmation and client details.
This end the process.
Post condition Tour booking is accomplished.
Secondary scenario
1. If other two admin made mistakes, trip management admin will contact them to redo
the wrong part of booking process.
2. Processes will restart from No.2 and make sure customer is apologized.
This end the process.
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B3. Discussion about use case modeling processes
Analysis on interview at LEL brings out who are the key actors and what are their tasks
within booking.
By assuming as an IT external consultant, LEL booking system is viewed from IT and
business perspectives. By knowing how LEL booking system is working, it will be very helpful
to develop new system as a seamless transformation.
Following questionnaires will be asked to LEL staffs for this use case modelling.
Personals who should be interviewed Questions
Managing director
How do you manage your booking system to
keep running?
Who are the main staffs in that part?
Client admins who are responsible for
Gold/Platinum and corporate reward
experiences
What are your tasks in step by step?
During booking, are there any delay steps like
checking available services?
Which issues are faced by clients or admins
during booking?
Trip management Administrator How do you perform to know that all tour
booking are correct so that customer won't
face any problems?
