Q.3.1 Using the event decomposition technique, identify any four events and their resulting use cases for the Airport Customer Relations Management System.
(10)
(Marks: 20)
18)
Q.3.2 Create a use case description for any one of the use cases identified in Question
3.1
Event 1: Customer submits feedback form
Use Case: Record Customer Feedback
Event 2: Customer submits a complaint
Use Case: Log Customer Complaint
Event 3: Customer requests assistance
Use Case: Provide Customer Assistance
Event 4: Customer books special service
Use Case: Manage Special Service Booking
Use Case Description: Record Customer Feedback
Use Case Name: Record Customer Feedback
Actors: Customer, Customer Service Representative
Description: This use case describes the process of recording customer feedback received through feedback forms. The customer submits the feedback form either physically or through the CRM system. The customer service representative accesses the feedback form, reviews the content, and records the feedback in the system. The system then stores the feedback for further analysis and resolution of any issues raised by the customer.
Preconditions:
- Customer has access to feedback forms
- Customer Service Representative has access to the CRM system
Postconditions:
- Customer feedback is recorded in the system
- Feedback form is stored for future reference
Flow of Events:
1. Customer submits feedback form
2. Customer Service Representative accesses the feedback form
3. Customer Service Representative reviews the feedback content
4. Customer Service Representative records the feedback in the system
5. System stores the feedback for further analysis
Alternative Flow:
- If the feedback form is incomplete or unclear, the Customer Service Representative contacts the customer for clarification.
Exception Flow:
- If the feedback form is lost or not received, the Customer Service Representative can manually record the feedback based on information provided by the customer over the phone or email.