CUSTOMER MANAGEMENT SYSTEM FOR BAHIR DAR CITY WATER SUPPLY SERVICE, Thesis for Information Systems
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CUSTOMER MANAGEMENT SYSTEM FOR BAHIR DAR CITY WATER SUPPLY SERVICE, Thesis for Information Systems

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The principal objective of this paper is to demonstrate and automate the capability in BDWSSO to conduct effective, automated, accurately, and inexpensively
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PROJECT ON

CUSTOMER MANAGEMENT SYSTEM FOR BAHIR DAR CITY WATER SUPPLY SERVICE

(SHUMABOO BRANCH)

SUBMITTED

IN PARTIAL FULLFILMENT OF THE REQUIRMENTS FOR THE DEGREE OF BACHELOR OF SCIENCE

IN

INFORMATION TECHNOLOGY

BY

[Dejen Agaziu……………………....ENG(R) /222/2002]

[Ermiyas Birhanu…………….……ENG(R) /279/2002]

[Habtamu Wubalem………….…....ENG(R) /381/2002]

BAHIR DAR, ETHIOPIA

Advisor ………………………………………………………Getasew T.

Jun-2013 GC

Declaration

The Project is our own and has not been presented for a degree in any other university and all the sources of material used for the project/thesis have been duly acknowledged.

Dejen Agaziu…………………………ENG(R)/222/2002…………………………………..

Ermiyas Birhanu……………………..ENG(R)/279/2002……………………..……………..

Habetamu Wubalem…………………ENG(R)/381/2002……………………………………

Name ID Signature

School: School of Computing and Electrical Engineering

Program: Information Technology

Project subject: Customer Management Service for Bahir Dar City Water Supply Service (Shumaboo Branch)

I certify that this project satisfies all the requirements as a project for the degree of Bachelor of Science.

Worku Kelemework

------------------------------------- ---------------------------------------------

Name of program coordinator Signature

This is to certify that I have read this project and that in my opinion it is fully adequate, in scope and quality, as a thesis for the degree of Bachelor of Science.

------------------------------------- ---------------------------------------------

Name of Advisor …Getasew T…………….Signature ……………………………..

Examining committee members signature Date

1. Chairman _____________________ ________________ ____________________

2. Examiner 1 _____________________ ________________ ____________________

3. Examiner 2 _____________________ ________________ ____________________

It is approved that this project has been written in compliance with the formatting rules laid down by the school of the university.

Acknowledgment

We would like to acknowledge the support of the Bahir Dar City Water Supply Service Shumaboo branch stuff members. They have given the required all documents essential for the study. Particularly Teshome Mulalem manager of the office, Getnet Adiss Information Technology professional who allowed our group for interview at any time. We also would like to express the deepest appreciation to our advisor Getasew T. who has supported us in the past 3 months by his valuable comments and corrections. He encouraged us to pursue on this topic and spent extra time by helping our group to accomplish our study.

Finally, we also appreciate the help and support from all persons who were directly or indirectly involved in our project.

Contents

1 List of Figures ................................................................................................................................... 7

2 .....................................................................................................................................................

3 Abbreviation ..................................................................................................................................... 9

4 .....................................................................................................................................................

5 .....................................................................................................................................................

6 .....................................................................................................................................................

7 .....................................................................................................................................................

8 .....................................................................................................................................................

9 .....................................................................................................................................................

10 Abstract.............................................................................................................................................. 9

11 Chapter one: INTRODUCTION .................................................................................................... 1

11.1 .....................................................................................................................................................

11.2 .....................................................................................................................................................

11.3 .....................................................................................................................................................

11.4 Background ..................................................................................................................................................... 2

11.5 Existing System Study ...................................................................................................................................... 3

11.6 Statement of the problem................................................................................................................................... 4

11.7 Proposed System ............................................................................................................................................... 5

11.8 .....................................................................................................................................................

11.9 Objectives of the Project ................................................................................................................................... 5

11.9.1 General Objective.................................................................................................................... 5

11.9.2 Specific Objective................................................................................................................... 5

11.10 Scope of the project.............................................................................................................................. 6

11.11 Methodology ........................................................................................................................................ 6

11.11.1 Data / requirement collection method..................................................................................... 6

11.11.2 .................................................................................................................................................

11.11.3 System analysis & design methodology.................................................................................. 6

11.11.4 Software tools to be used........................................................................................................ 6

11.12 Benefit and Beneficiary of the project.................................................................................................. 7

11.12.1 Benefit of the project............................................................................................................... 7

11.12.2 Beneficiary of the project........................................................................................................ 7

11.13 Organization of the Project .................................................................................................................. 7

12 .....................................................................................................................................................

13 Chapter Two: SYSTEM FEATURES ............................................................................................ 8

13.1 Hardware and Software Requirements ........................................................................................................... 8

13.1.1 Hardware Requirements.......................................................................................................... 8

13.1.2 Software Requirements........................................................................................................... 9

13.2 User Requirements............................................................................................................................................ 9

13.3 Functional Requirements .................................................................................................................................. 9

13.4 .....................................................................................................................................................

13.5 Non Functional Requirements .......................................................................................................................... 10

13.6 Analysis Models................................................................................................................................................ 10

13.6.1 Actor Definition...................................................................................................................... 10

13.6.2 Use case Diagram ................................................................................................................... 12

13.6.3 Use Case List and Descriptions .............................................................................................. 12

13.6.4 .................................................................................................................................................

13.6.5 Sequence Diagram................................................................................................................... 22

13.6.6 Activity Diagram..................................................................................................................... 29

14 Chapter Three: SYSTEM DESIGN ............................................................................................... 34

14.1 Deployment Diagram .................................................................................................................................... 34

14.2 Architectural Design ......................................................................................................................................... 36

14.3 Class Diagram.................................................................................................................................................... 36

14.4 Database Design................................................................................................................................................ 37

14.5 .....................................................................................................................................................

14.6 .....................................................................................................................................................

14.7 .....................................................................................................................................................

14.8 User Interface Design ....................................................................................................................................... 38

14.9 Data Structure Design ....................................................................................................................................... 42

14.9.1 Entity Relationship Diagram (ERD)....................................................................................... 42

14.9.2 Table for ER-Diagram............................................................................................................. 44

14.9.3 .................................................................................................................................................

14.9.4 Normalization Table................................................................................................................ 45

14.9.5 Schema Relationship Diagram ............................................................................................... 46

14.10 Algorithm Design ............................................................................................................................... 47

14.10.1 .................................................................................................................................................

15 Bibliography ................................................................................................................................... 56

16 Appendix A........................................................................................................................................ 57

16.1 Questions asked during requirement gathering using interview ...................................................................... 57

16.2 ..................................................................................................................................................... 57

List of Figures Figure 1: Use case diagram 25

Figure 2: Sequence Diagram-Login 35

Figure 3: Sequence Diagram-Apply registration 35

Figure 4: Sequence Diagram-Audit and Analysis 35

Figure 5: Sequence Diagram-Bill collects 36

Figure 6: Sequence Diagram-View Message 37

Figure 7: Sequence Diagram-Update Customer Information 37

Figure 8: Sequence Diagram-Delete Customer Information 38

Figure 9: Sequence Diagram-Order Maintenance 39

Figure 10: Sequence Diagram-Receive Maintenance Order 40

Figure 11: Sequence Diagram-Update Maintenance Order {Errore nel calcolare il valore!: Non ho trovato il segnalibro "_Toc346833045" in questo documento.}

Figure 12: Sequence Diagram-Enter Meter Read Value {Errore nel calcolare il valore!: Non ho trovato il segnalibro "_Toc346833046" in questo documento.}

Figure 13: Sequence Diagram-Generate Report 42

Figure 14: Sequence Diagram-View Report 42

Figure 15: Activity Diagram - Login 42

Figure 16: Activity Diagram Apply Registration 42

Figure 17: Activity Diagram Audit and Analysis 42

Figure 18: Activity Diagram Bill Collect 43

Figure 19: Activity Diagram Update Customer Information 43

Figure 20: Activity Diagram Delete Customer Registration 43

Figure 21: Activity Diagram View Message 44

Figure 22: Activity Diagram Order Maintenance 44

Figure 23: Activity Diagram Receive Maintenance 44

Figure 24: Activity Diagram Update Maintenance Order 44

Figure 25: Activity Diagram Enter Meter Read Value 45

Figure 26: Activity Diagram Generate Report 46

Figure 27: Activity Diagram View Report 47

Figure 28: Deployment Diagram 49

Figure 29: Class Diagram 49

Figure 30: UI Login Page 52

Figure 31: UI Customer Registration 52

Figure 32: UI Customer Maintenance Order 52

Figure 33: UI Update Maintenance Order {Errore nel calcolare il valore!: Non ho trovato il segnalibro "_Toc346833067" in questo documento.}

Figure 34: UI Meter Read Input 52

Figure 35: UI Update Customer 52

Figure 36: UI Delete Customer {Errore nel calcolare il valore!: Non ho trovato il segnalibro "_Toc346833070" in questo documento.}

Figure 37: UI Bill Interface 53

Figure 38: Printable Bill Format {Errore nel calcolare il valore!: Non ho trovato il segnalibro "_Toc346833072" in questo documento.}

Figure 39: Report On Customer Debt 54

Figure 40: Entity Relationship Diagram (ERD) 55

Figure 41: Table for ER Diagram 58

Figure 42: Normalization for the table 59

Figure 43: Schema Relationship Diagram 60

Abbreviation • BDWSSO: Bahir Dar city Water Supply Service Office

• CD: Compact Disk

• DBMS: Database Management System

• ER diagram: Entity Relationship diagram

• GB: Giga Byte

• I/O: Input Output

• MYSQL: My Statement Query Language

• PC: Personal Computer

• PHPMYADMIN: Hypertext Pre Processor

• RAM: Random Access Memory

• SQL: Statement Query language

Abstract

The principal objective of this paper is to demonstrate and automate the capability in BDWSSO to conduct effective, automated, accurately, and inexpensively.

The need for electronically controlled service, in the absence of customer to ensure constant and effective service distribution is a serious demand. We therefore intend to provide a solution by constructing an electronic system that has the capability of monitoring the service of the organization to the customers and at the same time supply Registration and other related service to the customer when they need to access.

The project involves methods like data/requirement collection, system analysis and design(object oriented approach).It also includes the use of hardware and software’s like operating system, DBMS ,application software, PhpMyAdmin and the likes. DBMS for the purpose of database implementation, Application software’s to develop user and administrative interface, PhpMyAdmin to providing the user with an interface. From this project, we hope to build automatically effective and efficient system for BDWSSO.

Chapter one: INTRODUCTION

Bahir Dar water supply service office (BDWSS) has many activities; Such as, Customer registration, bill

calculating, maintenance etc. The system has employees like meter reader, bill officer, accountant, bill

collector, Bill Officerand technical supervisor to give service for their customers. The office use software

which is desktop application to generate the customers billing system and also they use manual system to

store back up files like file cabinets and suspension card. In general the office uses semi-automated system.

So, the project try to reduce this problem and enable the office system to have very fast service to their

customer and to become fully automated system by designing web based service management system for

BDWSS.

Background

Bahir Dar city water supply service office (BDWSSO) is a water supply organization which is in Bahir

Dar city. The organization is established in 1951 E.C as part of the city administration, with the name called “Water section”. At that time, the office had only five employees’ water chemist, motor operator,

meter reading expert and two security bodies. BDWSS follows semi automated system to give service for

their customer. Until 1971 E.C the office had only 200 customers, which register to apply the service.

But, in 1970 this “Water section” builds its own office by 60,000 birr and become independent

organizational office by the name called BDWSSO, within 25 employees under the workplace. Currently,

the organization has many customers and employees.

Existing System Study The basic existing system functions of the organization are:

Customer registration

• It is done by customer service by collecting the necessary data from the user.

Bill calculation

• Customer’s data store and bill calculating was using computer software which have SQL 2008 server.

• Backup data was stored in manually by using cabinet and suspension card and also CD, hard disk device

• Customer must inform the office if his/her reading value was not done in timely manner by being physically available at the office.

• The billing system was done from the hierarchy of meter reading to bill officer, then bill officer to accountant and from accountant to bill collector and vice versa.

Report generation

• The organization makes a general report about the billing system once at the end of the month and generates the report.

Maintenance reporting

• Customers inform physically to their technical supervisor when service maintenance was needed.

• Employees get feedback from their customers using suggestion box.

The following table shows current tariff of water consumption

Number Consumption Tariff/Birr

1 From 0 - 5 m3 2.90

2 From 5.1 - 10m3 4.40

3 From 10.1 - 25m3 6.10

4 From 25.1m3 and above 8.20

The following table shows current water meter rent

Number Meter size Rental tariff

1 1/2” 2.00

2 ¾” 2.50

3 1” & above 3.00

Statement of the problem BDWSSO is currently uses a semi automated system. As it is semi-automated, it has its own problems. Like;

• Since the billing information was circulated, the data will loss, and it takes time to manage it.

• Since customer registration is taking place in physically; it leads to wasting time.

• During requesting maintenance, the customers may spend unnecessarily expense and waste their time.

• The customers may not get the chance to request service of the organization 24/7(twenty four hours a day and seven days a week).

• During the backup system of the office, it was not efficient if the documents were damaged.

• It may be difficult for customers to get the phone number or the location of the organization.

• During generating monthly report, it takes time and it may not be easy to manage and analyses the monthly work due to massive collection of data and the generated report may not be accurate.

Proposed System The proposed solution for BDWSSO is changing the semi-automated system into web based system by creating dynamic web page for the organization. Unlike the existing system, which operates by registering

one customer at a time the online web based system can register many customers concurrently. The new

system can also help to found any files of the customers with in a fraction of seconds. With this new system

the organization gives efficient & time observance service for their customer.

Objectives of the Project General Objective

The general objective of the project is to automate the services of Bahir Dar water supply service office

(BDWSSO).

Specific Objective Here are some specific objectives that would together help us achieve the overall the project as follows:

• Study the existing system and find out the problem.

• Find the solution for the problem found in existing system.

• Design and build a particular model of this proposed system.

• Deploy the system and test it till it fits to the needs of the organization.

Scope of the project The scope of this project is developing web based system for BDWSS organization.

This project is focused on the following points:

• Some activities related to customers. Like: customer registration, Customer Maintenance order processing, meter reading, billing system processing, audit and analysis, bill report(weekly, and

monthly ), setting privilege for employee

• Automating the processes that have been done in the billing system.

Methodology

Data / requirement collection method There are different methods to collect information. From those the project uses the following tools and

methods to collect data from the organization.

Observation (Documentation & material): use this method to get the right information about the organization and also to understand how the existing system works.

Interview: This methodology encapsulates two types of methods. These methods are closed and open interview. So the team has selected an open interview for interviewing the manager and employees

for recognizing the existing working procedure of the organization. So the team was able be to gather

more information about the organization and requirements (see appendix A).

System analysis & design methodology For the system analysis and design part there are two models. These, structured and object oriented

approach. From those this project uses object oriented approach because it is efficient to show how the

data is organized, it also shows clearly the definition of the data of the system. In general, the project uses

the object oriented paradigm to develop the system.

As the whole for the methodology requirement we use spiral model for perfect movement and

finishing our project very well.

Software tools to be used Have much software to do this project, but the most important are the following:

• MySQL- to create and design the database which used to store the information of the customers & the employee of the organization.

• MS-Visio-to design the system analysis part of the project.

• MS-word- to prepare the documentation part of the project

• PHP scripting language and its own WAMP server: to implement the system and provide the user of the system with an interface.

Benefit and Beneficiary of the project Benefit of the project

The main benefits of this system as it is computerized web based system:

• It save the customers time when they want to access service from the organization.

• The Customers uses the system safely and gives comfort for them.

• It initiates and increases employee moral to do their task properly.

• It attracts other customer to join and register under the system.

• Introduces the office to technology and also facilitates technology throughout the coverage area, as it is web based system.

• It motivates many customers to join the system, as it is easily accessible.

• It makes the office efficient and more profitable in a short period of time, as it follows fully automated system and has many customers.

• It increases performance of the organization.

• Generates more secured information for each customer. (use)

• It makes smooth relation between the office and their customer.

• Generates and improves socio economic change to the society.

Beneficiary of the project The first beneficiaries of this proposed system is the customers who have knowledge on how to access

information from the internet and those of employee of BDWSSO. And the other user of this system the

organization by its own, everybody can join their organization simply and can understand how they work, and understand what things they done. So, within a short time it becomes more profitable and

famous.

Organization of the Project

The project document is organized in 4-chapters. The first chapter contains introduction about the

organization and detail about what type of system, will be done in the project. It also contains the

schedule part of the project

The second chapter of the project document contains the system features (the requirement analysis)

part of the system, which shows the activities that will be done in the system diagrammatically using use

case diagram, Activity diagram, Sequence diagram, it also shows the relationship among them.

The third chapter is about the system design part which contains the Deployment diagram,

Architectural design (class diagram), User interface Design.

The last chapter of the project document is about the system implementation & coding part of the project. It clearly shows the interfaces, implementation, testing part of the project.

Chapter Two: SYSTEM FEATURES In the requirement analysis (system features), divide the requirements into hardware & software, functional

and non-functional requirements.

Hardware and Software Requirements Hardware Requirements

For the new system to be efficient there is a requirement for specific hardware and software.

Memory:

• Rocmendation:3GB RAM.

• Core i5

Hard disk: to keep the permanent data.

Flash Disk: 2GB to store & transfer data from one PC to another PC.

Printer: to have a hard copy for the data.

Software Requirements The client PC running the system may use any of the following operating system:

• Window server 2003, 2008:

• The client PC may use one of the following browsers:

• Internet Explorer

• Commit Bird

• Mozilla Firefox

• Google chrome……..etc

But the system needs to fulfill the following software:

Operating system: MS-window 2003, 2008 server will be used for the system.

Database management software (DBMS): is the mandatory one for the new system. To implement the database easily, (MySQL) is recommended.

Application software: to develop user and administrative interface it also used for connecting to the database, Most MS-Office applications are appropriate.

PhpMyAdmin: choose PHP scripting language which aims at providing the user with an interface that is easy to learn and attractive.

Macromedia Dreamweaver and notepad++: to edit the PHP code.

User Requirements User requirements are statements, in a natural language plus diagrams, of what services the system is

expected to provide to system users and the constraints under which it must operate. That describes user

goals or tasks that the users must be able to perform with the system. User requirements therefore describe

what the user will be able to do with the system. (Sawyer S.)

• The user interface shall be menu driven, it shall provide dialog boxes; help screens, drop down lists, radio buttons, check boxes and text boxes for user input.

• The navigation from one screen to the other must be easy.

• The bill officer wants to get real report according to the report type.

• Customers will send service maintenance order to the target place.

• Buttons and labels would be indicating exact function that it represented known, example submit represent save, add but not retrieve from database.

• All the system function will be compatible with the user.

Functional Requirements Functional requirements These are statements of services the system should provide, how the system should react to particular inputs, and how the system should behave in particular situations. It specifies the software functionality that the developers must build into the product to enable users to accomplish their tasks. (Sawyer I. a.)

• The system must have a dynamic website that provides successfully registration of customers which are under the business rule of the office and generate report to interact with various users.

• The system should allow staff to login to the system using their username and password.

• The system should provide to modify record that is deleting, editing and inserting as well as retrieving the required information.

• The system should display message when employees of the BDWSS and customers do their task successfully or not when they insert invalid username and password.

• The system should display full information for the customer from the database to the interface of the web page.

• The system should have well organized information storage and accessing mechanism.

• The system should allow generating report for the organization.

• The system must easy to enter meter read value to the database.

• The system must presents information of the customer and their monthly costs, and requests service maintenance in secured manner.

• It is expected to solve the difficulty of managing overloaded customer registration, maintenance order, bill calculating and other task successfully.

Non Functional Requirements Non-functional requirements, as the name suggests, are requirements that are not directly concerned with the specific services delivered by the system to its users. They may relate to emergent system properties such as reliability, response time, and store occupancy. Alternatively, they may define constraints on the system implementation such as the capabilities of I/O devices or the data representations used in interfaces with other systems. Non-functional requirements, such as performance, security, or availability, usually specify or constrain characteristics of the system as a whole.

• Since everything in the office is financial, the system of DBMS should be highlysecuredand every users of the system should have their own privilege which in turn maximize the system security.

• The system calculates the customer’s bill rent, so it should give accurate result; so should be reliable.

• The system should have an easily understandable design in order for users to use it; this means the system should be user friendly.

• The system provides quick and easy information analysis which in turn maximizes the overall work efficiency.

• The system should be able to manage all the information incoming from the database and the catalogue; Capacity Requirements.

Analysis Models Actor Definition Actors are portrayed in a use case diagram as a stick figure and represent external factors that will provide interaction with the system.

Customer: A person who is using a web browser to access BDWSSO web based.

Bill Officer: an employee, who works on customer service office, which have the following

responsibilities.

• Approve new customer application.

• She/he makes a decision when a customer is deleted or updated.

Bill reader: an employee in the Billing system, who is responsible to check the monthly or ant time

when the organization want to check reading data,

Bill officer: An employee who works on the billing system office, she/he coordinates the system and he

takes the customer’s monthly reading value from the bill reader calculate the value of each customer

using the system and transfer each result to the accountant and bill collector and also She/he responsible

to generate the report that reads by the bill collector using the system.

Accountant: A professional person who performs accounting functions such as audits or financial

statement analysis, which responsible to takes the final value from the Bill officer and she/he asks the

customer to pay their fee depend on the calculated value. After the payment the Accountant must be

transfer the overall deposit of the customer to the Bill collector.

Bill collector: The Bill collector takes the deposit from the Accountant and check if exception was

happened, if not he/she approve the customers. This employee also has a privilege to read the generated

report that is done by the Bill officer.

Technical supervisor: An employee who works on the maintenance service of customers, they have the

following activities.

• It receives the maintenance order of the customers.

• It updates the order as much as possible.

Use case Diagram

*Note: Deleting customer is not mean that totaly delete customers from the database, actualy mean temporarly remove the data.

Figure : Use case diagram

Use Case List and Descriptions

Use case name: Apply Registration

Identifier: UC1

Actor: Customer

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