Read the following scenario. Then answer all questions in this assignment based on the
information contained in the scenario. If you make any assumptions when answering a question,
please state them clearly.
Scenario: Airport Customer Relations Management System
A local airport has recently upgraded its infrastructure to be able to accommodate international
flights. Airport management is expecting an influx of tourists. To ensure the all-round success of
this new endeavour, a heavy emphasis is being placed on keeping visitors to the airport as
satisfied with the airport and its amenities as possible. To aid in maintaining good customer
relations, the airport has decided to invest in the development of a new Customer Relations
Management System, which would be accessible online via kiosks strategically placed around the
airport as well as a downloadable mobile application.
The new system is envisioned to offer customers the following:
1. Information: updates on flights, airport amenities and services available at the airport;
2. Navigation capability: GPS navigation to various amenities and boarding gates;
3. Instant connection to medical and ambulatory services for any medical emergency.
Question 3 (Marks: 20)
Q.3.1 Using the event decomposition technique, identify any four events and their
resulting use cases for the Airport Customer Relations Management System.
(8)
Event 1: Customer checks flight updates
Use Cases:
1. View real-time flight information
2. Receive notifications for gate changes or delays
3. Access information on baggage claim procedures
Event 2: Customer wants to find a specific airport amenity
Use Cases:
1. Search for a specific amenity (e.g. restaurants, shops, lounges)
2. View amenities on a map for navigation
3. Get directions to the desired amenity using GPS
Event 3: Customer has a medical emergency
Use Cases:
1. Call for medical assistance
2. Provide location coordinates for emergency services
3. Receive instructions on how to handle the situation until help arrives
Event 4: Customer wants to provide feedback or make a complaint
Use Cases:
1. Submit feedback on services or amenities
2. Express concerns or complaints
3. Receive follow-up communication on the issue raised.