Defect Tracking Tool

DEFECT TRACKING TOOL
INTRODUCTION
In everyday, a life the customers make several telephone calls to their respective
enterprises. This is synchronous communication. The party to which the call is
made must be available, and once connected the two parties communicate with
each other over the network.

This may not be possible always, practically and many a times, there would be
occasions where the call made to the party is not available or unanswered. Then is
such a circumstance, an e-mail or voice mail is sent, to the second party. This is
an asynchronous communication. The second party may or may not respond to the
customer queries, after reading the message. There is no surity or guarantee.
Hence, there are lots of practical situations wherein the customers would require a
complete effective software system for enabling prompt communication.

Additionally, TO ERR IS HUMAN” is a common proverb and “NON
RECTIFICATION OF ERRORS IS INHUMAN”, is adopted by companies, currently.
But rectifying the errors is one’s significant duty irrespective of whether it is a
single individual or an organization. In different perspectives or situations, we need
a defect free system.

Change management is a common trend currently every organization is practicing.
There are lots of dynamic changes taking place in every business, and the
organization, has to match with the growing needs and changes to withstand the
cut-throat competition. Hence there are certain instances, it is utterly necessary to
ensure and maintain complete customer satisfaction and customer retention. For
these any organization requires a efficient B2C communication, which handles all
the customers defects very easily and efficiently.

Generally, for the smooth functioning of an organization, there should be a
verification system for the processes undergoing in any organization.

If an individual had been nominated by their manager or his/her team to select a
defect tracking system for his/her organization, then there would be a question of
as to – “Where do they begin? Of course, the concerned employee would be
expected to conduct the relevant research while carrying out their regular
responsibilities.

Hence there is a need to come up with a quick strategy that enables the entire
organization involving all parties involved to objectively evaluate various options
and select a system in a timely manner.

We define generally a Defect tracking tool as a powerful, easy-to-use Web-
based collaboration tool to help companies’ track business issues and
automatically manage them through to resolution.

The most important step in any organization’s process is defining the business and
technical requirements of the system. Identifying these requirements allows them
to generate a features list, which in turn will help the organization to evaluate and
trim down the list of tool options.

In this proposed project we would deal with all the steps toward the selection of the
most appropriate solution for Service providing organization, which deals with
accessories for sale and service with a suitable customer management system,
wherein the customers launch their complaints or defects of the products
purchased online and this would be automatically tracked by a separate
department attending to the defects posted by the customers. This process should
deal with the examination of our organization’s business and technical
requirements for the tool.

AIM/ OBJECTIVE OF THE PROPOSED SYSTEM
The main objective of a defect tracking solution is to track every
identified issue defect posted by the consumer/customer online so that
the defects are to tracked and handled immediately that does not affect
the customer satisfaction, customer retention and business financial
success, and hence maintain the reputation the organization.

PROPOSED SYSTEM SOFTWARE REQUIREMENTS
Server : Windows 2000 and Client
Client : Windows Client
Software : VISUAL STUDIO ( ASP.NET)
Database : Oracle 8i/ SQL SERVER
Web Server : IIS

PROPOSED SYSTEM HARDWARE REQUIREMENTS
PIII, 128 MB RAM, 10 GB HDD, Color Monitor

EXISTING SYSTEM
Defect tracking systems are not available very commonly
Instantaneous responses are not made available
Tracking with the respective stage development is not made available
Inefficient customer retention mechanism
Unavailability of Online defect recording system

PROPOSED SYSTEM MERITS
The proposed system would be an efficient Defect tracking systems
Instantaneous responses are not made available
Tracking with the respective stage development is not made available
Inefficient customer retention mechanism
Unavailability of Online defect recording system

PROPOSED SYSTEM DESCRIPTION
DEFECT TRACKING SYSTEM is a basic, yet fully functional web based error or
Bug Tracking system that the organization’s may use as a framework to create an
expanded system or use 'as is'. It is beneficial for small teams working on software
projects or manufacturing processes and handling service centers.
All businesses have issues that need to be tracked and managed to arrive at a
resolution. In software and hardware development, for example, issues such as
defects or bugs and enhancement requests need to be tracked and managed.
Resolution of these issues requires the coordination of multiple individuals within
and perhaps even outside the company.
The proposed defect tracking system deals with the CUSTOMER SERVICE
DEPARTMENTS for efficient customer management with an instant response
mechanism and delivery concept.
The proposed Defect Tracker can be used by all team members to coordinate their
work, and to make sure that reported bugs and enhancement requests won't be
forgotten and handled effectively and efficiently.
A company can use the defect Tracking system to enable its QA Engineers,
Development Engineers, Customer Support to report bugs; and Marketing, Product
Managers to file enhancement requests.
The built-in workflow of the proposed system would automatically route these
issues or the defects and the service or the enhancement requests to the
appropriate engineers to get them implemented, and to the QA Engineers for
testing.
Managers can obtain status, reports, charts and graphs showing trends and
problem areas. Issues that are not taken care of in time will automatically be
escalated.
Everyone involved can obtain the instantaneous status, automatic notification,
reports,; and share knowledge and information. Their clients and partners can
report problems directly, and obtain status, notification, etc. in a “self-service”
manner.
The proposed system will thus deliver up-to-the-minute defect status handling
system and response status to the site members everywhere to foster better faster
communication and collaboration, and automatically manages these issues to
resolution.
As a result, this increases productivity, improves the quality of products, and
increases customer satisfactions level.

PROPOSED SYSTEM FEATURES
• Developers can work entirely within the system, without having to switch to the
defect tracker and re-enter data.
• Managers gain control by enforcing the defect tracker's workflow in Perforce.
• Provides traceability between defects and changes.

PROPOSED SYSTEM MODULES
1. SERVER AND ADMINISTRATION MODULE

a. Login Authentication

b. Administration module

1. Administration of Users

2. Administration of Priorities

3. Management of products and departments

c. Tracking -- Tracking reported bugs, defects, business issues, enhancement
requests, etc.

d. Workflow -- Automatic routing and notification to get issues resolved.

e. Process enforcement -- Managing and enforcing your company's process
of resolving issues.

f. Status -- Up-to-the-minute project information and status to team members
everywhere to foster collaboration.

2. ISSUE MANAGEMENT
a) Assign issues
b) Automatic issues Updation
c) View issue status
I. View with search
II. Optional search

3. AUTOMATIC NOTIFICATION
Automatically notify clients and internal users of any changes. With automatic
notification, nothing falls through the cracks.

4. EMPLOYEE MANAGEMENT

5. CLIENT MANAGEMENT MODULE
The system can create unlimited number of contacts for each client. Stores all
the client details in one central location.

a. Search by Project, Assigned Person, Priority, Status

b. Data Sorting by -Bug Name, Project, Priority, Assigned Person, Status

c. Job assigned

d. Verification of issues quoted

6. UTILITY MODULE

a. Accountability -- History and audit trail.

b. Chat interaction

c. Mail service

d. Queue defects

7. KNOWLEDGE BASE CREATOR

Full searchable knowledge base with resolution histories.

8. MANAGEMENT REPORTS GENERATOR

a) Product reports

b) Defect status report

c) Employee performance report

Defect Tracking Tool

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