Q.3.1 Using the event decomposition technique, identify any four events and their resulting use cases for the Airport Customer Relations Management System.Write an lengthy answer for 8 marks
Event 1: Customer feedback submission
Upon receiving feedback from customers regarding their experience at the airport, the system will create a new feedback record. The use case for this event would be "Submit feedback" where customers can input their feedback, which will be stored in the system for further analysis and improvement purposes.
Event 2: Flight delay notification
When a flight is delayed, the system will automatically notify affected customers about the delay through the use case "Notify customers of flight delays". This use case ensures that customers are informed in a timely manner, allowing them to make necessary arrangements or adjustments to their travel plans.
Event 3: Lost luggage report submission
If a customer reports a lost luggage incident, the system will record the information and initiate the necessary actions to locate and return the lost item to the customer. The use case for this event would be "Report lost luggage" where customers can enter details about their lost luggage, which will be used by airport staff to track and locate the missing item.
Event 4: Complaint escalation
In the event of a customer complaint that needs to be escalated to a higher level of management, the system will trigger the use case "Escalate customer complaint". This use case ensures that complaints are addressed promptly and efficiently, with appropriate action taken to resolve the issue and prevent similar incidents in the future.
Overall, these events and their corresponding use cases are essential in ensuring efficient customer relations management at the airport. By effectively handling customer feedback, flight delays, lost luggage incidents, and complaints, the system can enhance customer satisfaction and maintain a positive reputation for the airport.