Scenario Overview An airline company is looking for a PRPC implementation to administer their Frequent Flyer Program called Sky-Kilometers. Actors 1. Frequent Flyer Member – Can access and administer their account online, is able to use services such as request missing kilometers, file complaints, etc. 2. Customer Service Representative (CSR) – Acts on the requests from Frequent Flyer Members 3. Benefits Manager – Manages benefits and rules associated with the benefits. They can also run reports and handle all escalations by CSR’s 4. Customer Service Manager – Decides on disciplinary actions for complaints. They can also run reports Process Overview Frequent Flyer members should be able to: View their flight history Update their contact and personal information File a complaint request Request missing kilometers Detailed Requirements Members of the Sky Kilometers program login to Sky Kilometers’ PRPC application where they can view their member ID, membership status, and total kilometers. The system assigns the membership status: Silver, Gold or Platinum based on kilometers accumulated. View recent account activity The recent account activity view displays the flights flown by the member with the number of kilometers flown as well as the number of kilometers awarded for each flight. 1 Update contact information The users can update their contact information such as their home and cell phone numbers and email. They can also update their payment information such as their credit card number, expiration date and CVV number. Enter a missing kilometers request Enter a request for missing kilometers consisting of origin and destination, and the date. Requests for missing kilometers are sent to a work basket. The Get Next Work functionality is used to retrieve work from the work basket. Requests are prioritized after member status and request date (oldest first). The requests for missing kilometers are sent to a CSR who either approves or rejects it. The member is notified of the result by email. Enter a Complaint Enter a complaint consists of a category and a description. Complaints are categorized in: Crew behavior, cleanliness, flight delays, and other. A complaint is assigned to a CSR who can escalate it to the Benefits Manager, or reject it. The Benefits Manager can reward bonus kilometers for complaints. The Frequent Flyer Member receives an email response to his complaint, unless it was rejected. If the complaint is related to crew behavior an additional process is started in parallel allowing a Customer Service Manager to review the complaint and take disciplinary actions if necessary. The claim is closed when both processes are complete. 2 Complaints submitted are sent to the CSR with least amount of work in the work list for review. In addition, complaints for crew behavior are routed to the Customer Service Manager for.

1. Scenario Overview
An airline company is looking for a PRPC implementation to
administer their Frequent Flyer Program called Sky-Kilometers.
Actors
1. Frequent Flyer Member – Can access and administer their
account online, is able to use services such as request missing
kilometers, file complaints, etc.
2. Customer Service Representative (CSR) – Acts on the
requests from Frequent Flyer Members
3. Benefits Manager – Manages benefits and rules associated
with the benefits. They can also run reports and handle all
escalations by CSR’s
4. Customer Service Manager – Decides on disciplinary actions
for complaints. They can also run reports
Process Overview
Frequent Flyer members should be able to:
View their flight history
Update their contact and personal information File a complaint
request

2. Request missing kilometers
Detailed Requirements
Members of the Sky Kilometers program login to Sky
Kilometers’ PRPC application where they can view their
member ID, membership status, and total kilometers.
The system assigns the membership status: Silver, Gold or
Platinum based on kilometers accumulated.
View recent account activity
The recent account activity view displays the flights flown by
the member with the number of kilometers flown as well as the
number of kilometers awarded for each flight.
1
Update contact information
The users can update their contact information such as their
home and cell phone numbers and email. They can also update
their payment information such as their credit card number,
expiration date and CVV number.

3. Enter a missing kilometers request
Enter a request for missing kilometers consisting of origin and
destination, and the date. Requests for missing kilometers are
sent to a work basket. The Get Next Work functionality is used
to retrieve work from the work basket. Requests are prioritized
after member status and request date (oldest first).
The requests for missing kilometers are sent to a CSR who
either approves or rejects it. The member is notified of the
result by email.

4. Enter a Complaint
Enter a complaint consists of a category and a description.
Complaints are categorized in: Crew behavior, cleanliness,
flight delays, and other. A complaint is assigned to a CSR who
can escalate it to the Benefits Manager, or reject it. The
Benefits Manager can reward bonus kilometers for complaints.
The Frequent Flyer Member receives an email response to his
complaint, unless it was rejected. If the complaint is related to
crew behavior an additional process is started in parallel
allowing a Customer Service Manager to review the complaint
and take disciplinary actions if necessary. The claim is closed
when both processes are complete.
2

5. Complaints submitted are sent to the CSR with least amount of
work in the work list for review. In addition, complaints for

6. crew behavior are routed to the Customer Service Manager for
review and possible disciplinary actions. This is an independent
process that takes place in parallel.
There is one Benefits Manager for each complaint category. The
Benefits Manager can reward the member according to the table
below. The option is to reward or not.
Crew Behavior
5000 if Platinum, 1000 if Gold, 100 if Silver
Cleanliness
2000 if Platinum, 1000 if Gold, 100 if Silver
Flight Delays
15000 if Platinum, 5000 if Gold, 1000 if Silver, 100 otherwise
The member must be notified via email when the complaint is
approved.
All CSR’s must resolve work according to the following
schedule: Goal : 5 mins , Late:10 mins, Deadline: 15 mins. If
the CSR cannot resolve work as per this schedule the work must
be escalated to the work group manager.
3
Integration Requirements

7. The system receives flight history data over an HTTP service.
The incoming data is in comma-separated-value (CSV) format.
Create Test Operators for Frequent Flyer members, CSRs,
Benefit Managers and Customer Service Managers. Use the
following format and run the Service rule to populate the
kilometers for the Frequent Flyer members for unit testing.
OperatorID,FlightNo,Date
For Example: [email protected],123,06/25/2012
All flight numbers with origin and destination operated by the
airline are retrieved through a SOAP service. The service is not
yet available, but its interface is defined in the attached WSDL
file. Until the external service is available, use the following
table as simulation data.
Flight Number
Origin
Destination
km
123
CVG
BOS
750
456
BOS
LAX
3000
789
BOS
NYC
500
135
LHR

8. CDG
500
246
FRA
MAD
1500
357
LHR
ZRH
750
Additional Requirements
The enrollment process of Frequent Flyer Members is not
handled in the application. There are no plans to extend this
application in the future so there is no need for an
implementation layer.
Their total kilometers and status is visible at all times. The
application is the system of record (SOR) for status.
Members earn status kilometers based on the actual kilometers
accrued during their travel. Members receive a 100% bonus for
flights originating in Boston and a 50% bonus for flights
originating in London. Other flights do not receive a bonus.
However, the total kilometers display the actual kilometers
flown.
There is no requirement for the members to see immediate
updates to their account if they are logged in while their flight
history is updated. Requests with an unknown member are
ignored.
The status is calculated based on the kilometers flown in the

9. current calendar year. The status is valid from the date the
status is obtained until the end of the following calendar year.
If total kilometers are between 25,000 and 50,000 set user status
to Silver If total kilometers are between 50,000 and 75,000 set
user status to Gold If total kilometers are over 75,000 set user
status to Platinum
Screen Mockups
4
Member User Portal

10. CSR Portal
Manager

11. 5
View Account Activity

12. Update Contact Information

13. 6
Request Missing Kilometers

14. Complaint Request
Disciplinary Action

15. 7
Reporting Requirements and Mockups
Unresolved complaints, sorted by age to display Age, Complaint
ID, Description, customer

16. All complaints from the last 60 days grouped by type

17. 8
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PROJECT CHARTER
PAYROLL PROJECT
<Paragraph 1: Formally authorize the project>
This Charter formally authorizes the Payroll Project to develop

19. and implement a new payroll
system for use in Jones Consulting Company’s payroll group. A
project plan will be developed
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statement; schedule; cost estimate; budget; and provisions for
scope, resource, schedule,
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Van Johnson, Human Resources
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<Paragraph 2: Project Scope - State the scope of the project, its
deliverable and what
business needs, problems or opportunities the project addresses
– a market demand,
business need, legal requirement, social need, customer request
or technological advance >
The purpose of the Payroll project is to improve the timeliness
and accuracy of payroll
operations. This project meets Jones Consulting’s need for
improved efficiencies across all
departments by reducing payroll cycle time and minimizing

20. staffing required for payroll
operations. The project deliverables shall include payroll
system design, all coding, testing,
implementation of an integrated system for use with existing IT
infrastructure, and a user’s
guide. The objectives of the Payroll project are to reduce
payroll cycle time by 30% and reduce
payroll staffing by 20%. High level risks for this project
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ensuring there are no issues with
migrating payroll accounts from the legacy system to the new
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been completed that meets the objectives with no discrepancies.
<Paragraph 3: Identify the Project Manager and give him/her
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The Project Manager, Bill Smith, is hereby authorized to
interface with management as required,
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framework of the project, and to

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implementation, and maintaining
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The project plan will be submitted and approved in accordance
with the milestone schedule
below. Upon approval of the project plan resources will be
assigned to the project and work will
commence within 5 business days. The Project Sponsor must
approve any schedule changes
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included in the project plan. The high
level milestone schedule is:
Feb 1, 20xx – Project Plan Complete and Approved
Mar 31, 20xx – Payroll Design Completed
May 31, 20xx – Coding Completed

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June 30, 20xx – Testing Completed
July 31, 20xx – Beta Testing Completed
Sept 30, 20xx – Implementation Completed
Oct 15, 20xx – One Payroll Cycle Complete and Project
Completion
<Paragraph 5: Project Budget – state the budget for the project
and identify funding
sources >
The budget for the Payroll project is $420,000. It is to be
funded through the FYxx Human
Resources Technology Budget.
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23. SPONSOR ACCEPTANCE
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__________________________________________ Date:
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<Project Sponsor Title>
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