TITILE OF THE PROJECT

Introduction
Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced operations in 1994 when its
predecessor Hutchison Telecom acquired the cellular licence for Mumbai. Vodafone Essar now has
operations in 16 circles covering 86% of India's mobile customer base, with over 44.1 million customers*.
Over the years, Vodafone Essar, under the Hutch brand, has been named the 'Most Respected Telecom
Company', the 'Best Mobile Service in the country' and the 'Most Creative and Most Effective Advertiser of
the Year'.
Vodafone is the world's leading international mobile communications company. It now has operations in 25
countries across 5 continents and 40 partner networks with over 200 million customers worldwide.
Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market.

The Essar Group is a diversified business corporation with interests spanning the manufacturing and service
sectors like Steel, Energy, Power, Communications, Shipping & Logistics and Construction. The Group has
an asset base of over Rs 400 billion (US$ 10 billion) and employs over 20000 people.

India's mobile phone market has grown rapidly in the last couple of years on the back of spiraling income
levels and falling phone tariffs and handset prices, making it one of the fastest growing markets globally.

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The country of over one billion people has 36 million mobile phone users, up from just 10 million a couple
of years ago. India, Asia's third largest economy, is adding at least one million new mobile phone users
every month. India will be a global Infotech giant in the near future. This project is being used to automate

all the phases of “Vodafone Customer Care Solution”. This Project has helped the organization
in its smooth management and increase in its efficiency and effectiveness.

This Software is made for getting records for Cellular Enquiry. It takes information about the Caller of the
company where this Product is running and takes information about complaint Enquiry. You can use this
product to store information about your Company employees.

Data Types
Most mobile users need to access two types of data content from the mobile phones and PDAs, namely,

static information such as stock quotes, weather forecasts and news; and transactional content that will

induce the manipulation or creation of more data. Static data can be multi-source and multi-format.

Transactional data are likely to be multi-service as well, in addition to being multi-source and multi-format.

Across these multi-service or multi-domain networks, special adapter applications will be needed, and

deployed, as mobile users move from one domain to another. These adapters will convert content from its

original format to XML documents. Transcoders will then convert the XML documents into WML format

specific to the type of mobile devices that are requesting the content.

Developers should bear in mind that for wireless content to be useful, they must be kept simple and

lightweight for snappy delivery. This is due to the two main physical limitations of mobile devices: their

small screens and limited data entry capabilities.

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In particular, the lack of a keyboard and mouse as input devices means that Web browsing and Web page

navigation must follow a very different paradigm on a mobile device as compared to a desktop computer.

Objectives of the Project

• To provide facilities to record the information of each customer.

• To maintain the Enquiry about the Mobile Phone of various types and to register each customer with

the company.

• To keep the record of the entire enquiry and its guidance.

1. Generating a unique customer enquiry number to each customer enquiry.

2. Customer mobile number is its unique number.

3. This application also maintains all records related to mobile channels, brand and its models.

4. Employee master is also maintained by this application. This application is not for a big company.
The lower level employee for data entry uses it but the main power is given to the Administrator.

• To provide the facility to generate reports using the tool crystal report designer for each customer

enquiry corresponding to its mobile number or enquiry number.

• To give all the permissions to users like add, modify, delete, restore data and data backup by the

Administrator

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 • The Main Objectives of using Relational Database Management System are as follows

1. CONTROL REDUNDANCY: The System should identify existence of common data and
avoid unnecessary duplication of data. Relationships of pointers should be used to locate data that are
used many times. Selective redundancy is sometimes allowed to improve performance or for better
reliability.

2. DATA INTEGRITY: Consistency of data values and relationships must be preserved. In

order to achieve this, the system must ensure validity of data by using good editing, synchronized
updating and propagating changes to other related data elements. It also involves maintaining audit trails
to enable recovery, if errors are deleted.

3. DATA SECURITY: This is concerned with protecting access to data. Protection is needed
at many levels for access, modification, deletion or display access restriction may be for individual data
items or group of items.

4. DATABASE PERFORMANCE: The system should be able to provide timely information

as required. The cost of storing and retrieving the data should be commensurate with the value of
information provided.

5. MANAGEMENT CONTROL: As the dependence of an organization on a database

increases positive management controls should be exercised over addition, deletion, changes and
disposition of data must be protected to start legal accounting and auditing requirements.

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 Project Category:-
This Project is a stand-alone Systems project in which we are using Visual Basic as a Front-end and
SQL as a Back-End. Project can be categorized as RDBMS.

System Analysis:
A system is a set or arrangement of functionally dependent components interactively working together to
predefined goal by processing information.

Analysis is the process of diagnosing situations done with a definite aim, with the boundaries of the system
kept in mind, to produce a report based on the findings. Analysis is a Fact Finding Technique where studies
like User’s need, System Requirement Specifications, Feasibility Analysis and Cost-Benefit Analysis are
carried out. This is the most important step in a software project, where we get a general idea about the
needs of the customers or end users by having man-to-man conversation with them and about the various
conditions and restrictions that have to be taken care of while developing the software application.
System analysis was conducted with the following objectives in mind:

* Identification of Need
* Information Gathering
* Evaluate the system concept of feasibility

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1) Identification Of Need

The success of the system depends largely on how accurately a problem is defined, thoroughly investigated,
and properly carried out through the choice of solution. Users need identification and analysis is concerned
with what the user needs rather than what he wants. Until the problem has been identified, defined, and

evaluated the analyst shouldn’t think about solutions and whether the problem is worth solving or not. This
step is intended to help the user and the analyst understand the real problem rather than its symptoms.

2) Information Gathering

A key part of system development is gathering information. The analyst must know what information to get,
where to find it, how to collect it, and how to make use of it. The proper use of tools for gathering
information is the key to successful analysis.

Since the application to be developed is to be used on the Internet and there is no direct user available to
interact so the information is gathered from the existing sites and portals as well as various print media.

1. Preliminary Investigation:
Once the request for the information system development is received, the first system activity “ preliminary
investigation ” begins. This activity is independent of the software-engineering paradigm. That means
whether a system will be developed by means of the system development life cycle (SDLC), a prototyping
strategy, or the structured analysis method, or a combination of these methods, preliminary investigation
must be performed first. The data that is collected from the organization as part of preliminary investigation
basically follows three mechanisms also called “ Fact Finding Techniques “:

Reviewing Organization Documents

Conducting Interviews and

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On-Site Observation

This activity has three parts:

1) Request Clarification

2) Feasibility Study and

3) Request Approval

1.) Request Clarification

It maybe possible that the request that has been received is not clearly defined and it is difficult to figure
out what for the request is. So, in that case, the person who has made the request is contacted and asked to
explain the request. If the request is appropriate enough then in that case feasibility study is carried out for
that request. i.e. before the feasibility study, the request must be determined and defined precisely

2.) Feasibility Study

After request clarification, the feasibility study is performed. There are three types of feasibility studies
Those are as follows:

i. Technical Feasibility: - In this feasibility test, we check whether the work for the project can be
done with current equipment, existing software technology and by available personnel.

ii. Economic Feasibility: -In this feasibility test, we check whether there are sufficient benefits in
creating the system to make the cost acceptable.

iii. Operational Feasibility: - In this feasibility test, we check whether the system can be used if it is
developed and implemented.

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NOTE: -The feasibility study is carried out by a small group of people who are familiar with information
system techniques and understanding part of organization, who affect the project and skilled in system
analysis and design process.

3.) REQUEST APPROVAL

If the request for the information system is feasible in that case the request is approved and then starts the
real analysis phase called “Requirement study”. It is not necessary that all the requests be made from
organization is desirable or feasible. Some organizations receive so many requests from employees that
only a few of them can be pursued. However, those projects that are feasible and desirable are put into
the schedule.

After a project request is approved, its cost, priority, completion time and personnel requirement are
estimated and used to determine whether it can be added to any existing project list.

System design:
Methodology
The spiral model, illustrated in Figure combines the iterative nature of prototyping with the controlled and
systematic aspects of the waterfall model, therein providing the potential for rapid development of
incremental versions of the software. In this model the software is developed in a series of incremental
releases with the early stages being either paper models or prototypes. Later iterations become increasingly
more complete versions of the product.

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As illustrated in the Figure, the model is divided into a number of task regions.
Depending on the model it may have 3-6 task regions (/framework activities) our case will consider a '6-task
region' model.

These regions are:

1. The customer communication task – to establish effective communication between developer and
customer.
2. The planning task – to define resources, time lines and other project related information.
3. The risk analysis task – to assess both technical and management risks.
4. The engineering task – to build one or more representations of the application.
5. The construction and release task – to construct, test, install and provide user support (e.g.,
documentation and training).
6. The customer evaluation task – to obtain customer feedback based on the evaluation of the
software representation created during the engineering stage and implemented during the install
stage.

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The evolutionary process begins at the centre position and moves in a clockwise direction. Each traversal of
the spiral typically results in a deliverable. For example, the first and second spiral traversals may result in
the production of a product specification and a prototype, respectively. Subsequent traversals may then
produce more sophisticated versions of the software.
An important distinction between the spiral model and other software models is the explicit consideration of
risk. There are no fixed phases such as specification or design phases in the model and it encompasses other
process models. For example, prototyping may be used in one spiral to resolve requirement uncertainties
and hence reduce risks. This may then be followed by a conventional waterfall development.

♦ Note that each passage through the planning stage results in an adjustment to the project plan (e.g.
cost and schedule are adjusted based on the feedback from the customer, project manager may adjust
the number of iterations required to complete the software.

♦ Each of the regions is populated by a set of work tasks called a task set that are adapted to
characteristics of the project to be undertaken. For small projects the number of tasks and their
formality is low. Conversely, for large projects the reverse is true.

Advantages of the Spiral Model

• The spiral model is a realistic approach to the development of large-scale software products because
the software evolves as the process progresses. In addition, the developer and the client better
understand and react to risks at each evolutionary level.

• The model uses prototyping as a risk reduction mechanism and allows for the development of
prototypes at any stage of the evolutionary development.

• It maintains a systematic stepwise approach, like the classic life cycle model, but incorporates it into
an iterative framework that more reflect the real world.

• If employed correctly, this model should reduce risks before they become problematic, as
consideration of technical risks are considered at all stages.

The spiral model, illustrated in Figure combines the iterative nature of prototyping with the controlled and
systematic aspects of the waterfall model, therein providing the potential for rapid development of
incremental versions of the software. In this model the software is developed in a series of incremental
releases with the early stages being either paper models or prototypes. Later iterations become increasingly
more complete versions of the product

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 DATA FLOW DIAGRAM

Context Level
User- Login

User- Login
Complaint
User details and Attend
complaints Save enquiry and Enquiry
its passwords
its
leads
Brand
Caller entries
Brand Details with its
Caller
models
Vodafone Entry of new
Channel Type of channels Customer care employee and
other updations Employee
Caller details Changes of
channels
Caller Employee details Channels
Previous Updated user
enquiry detail permission or
Previous 11
and is lead other changes
Employee complaints Entry of new brand or modification
User-ofLogin
detail existing data
Complaint Enquiry Brand
First level DFD
Entrance of
Entrance with Successfully
Users user Validation its permission
Checking entrance of user

User login Data related to

user.

User permission
Channels
Channel appropriate Entry of Employee
details Records
All necessary
Brand details Information
Entrance Entrance of
data Brand

Users Entry of record

Data entry
Employee Channel
details

Employee

Explanation of the above DFD: -

First process contains information from user (operator) and process holds information of each user
from user login table. After manipulation is completed, the process generates two types of outputs
first: permission granted and second: permission is not granted. If granted, then enter in second
process.
Second process contains information from user related to employee brands channel and then
generates updated and new data and save them in their related files.

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 Updates
Caller Caller Caller records
Caller
information important Entrance
information

Caller required
details

Channel Channel
type
Caller
Complaint required Complaint
Brand process details
Brand name

Employee name
Employee and its ID

Explanation of above DFD.

In this section first process is caller Entrance in which it contains

information of caller information and after processing its updated record
saved in caller file

Second process collects information from employee, brands, channels and

caller and then complaint process works and save the complaint in its
related files.

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 Previous
enquiry
Enquiry details Enquiry
Enquiry details
Enquiry
Process

Employee
Employee
name and its
ID

Explanation of above DFD.

Enquiry process collects information from employee files and saves
new and updated records in complaint file.

Data related to
channel
Channels Cash payment
Pay by
Sale & Repair customer Payment
Process

Brand Brands
information

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Explanation of above DFD.

Sales and repair process maintains all the information of sale of cards
(channels), mobiles (brand) and saves payment of collected data from
process in payment file.

ER Diagram

Name Dep_Id

Dep
_Id Vodafone Manage Department

Nam
e
Department
Works_in

Sinc
worksunder e
Has

worksFor

EmpId Employee

Nam
e Dob salary

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 control

callerI
d Calls

cellNo

Name Sub

Date

MODULES DESCRIPTION

Main phases covered in the application: -

 Maintain the Caller Details
 Maintain Complaints
 Maintain Enquiry Details
 Maintain Employee Details
 Administrator

Maintain the Caller Details

It maintains all the Information about Caller of an Enquiry. This form displays the caller Personal Details
with his latest instrument Detail. The email Field of the Form records Email Address. You can modify the
entire Field except Cell Number if you are a permitted User. The mobile number of the caller is the Id of the
Caller. You can change the Cell number of Caller to the help of change Cell Number Form but it can only
be possible if Administrator Log. Permitted Users can also delete the Caller Record.

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Maintain Complaints
It maintains all the Complain of Caller of an Enquiry. This form displays the caller Instrument detail and
Complain of enquiry. Complain id of this field is auto generated. The auto number is date and 001 to 999.

Maintain Enquiry Details

It maintains all the Information about Enquiry after Enquiry Company working on it. It is necessary to
maintain this record either problem is found or not. Otherwise product dos not accept other problem of that
Cell number.

Maintain Employee Details

It maintains all the Information about Employee of the Enquiry Company It is necessary to maintain this
record because it gives combo item for Employee

Administrator

Change Password: -This form is used to change the user password. To change password of a user select
login of user and type password in password field. After typing new password, typed re password for
checking new password and re password respectively. Click Apply to conform and after this click Ok button
for change password.

Create User: -This form is use to create new users. Fill all fields and click Apply and Ok button. A new
User is created.

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Delete user: -This form use to delete a user select login id of Existing user and type the password and click
delete button. When you click the Delete button a massage box is displayed if you click Ok button of
massage box then User is deleted.

Change Cell Number: -This form is use to change the cell number of Caller. To change cell number Firstly
type cell number and new cell number of a corresponding fields and click Apply and Ok button.

User Permission: -This form is use to giving permission to the users. To give permission Select the login id
and check the permission and click apply

Database Tables
Table Name: - Users
Field Name Data Type Length
CLoginID Char 20
CPassword Char 20
CAdmin Number 1
Cadd Number 1
Cmod Number 1
CBack Number 1
Crestore Number 1
CDelete Number 1
dCreateDate DateTime ----

Table Name: - Brand

Field Name Data Type Length
INumId Number ---
CBrand Char 30
cModelId Char 30

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Table Name: - Channel
Field Name Data Type Length
CChannel Char 50
IStartnumber Number 4
CEmailid Char 50
Table Name: - Caller
Field Name Data Type Length
IcellNumber Long Integer 10
Cname Char 50
CphoneNumber Char 15
Vemail Char 40
Vaddress Char 70
Dbirthdate Date Time ----
Cgender Char 15
CmaritalStatus Char 15
Cprofession Char 25
Iage Integer 3
Table Name:- Complaint
Field Name Data Type Length
CcomplaintId Char 15
DdateOfComlaint DateTime
CemployeeId Char 10
IcellNumber Long Integer 10
Cname Char 30
Cstatus Char 5
Cchannel Char 14
Cbrand Char 15
CmodelId Char 10
DpurchaseDate DateTime
VpurchaseDetails Char 150
Cenquiry Char 100
Cemail Char 50

Table Name :- Employee

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Field Name Data Type Length
CemployeeID Char 10
CemployeeName Char 40
Iage Integer 3
DdateOfBirth DateTime --
DjoiningDate DateTime --
Vemail Char 50
CLPhone Char 15
VLAddress Char 50
CPPhone Char 15
VPAddress Char 50
Vdesignation Char 30
Cgender Char 5
CmaritalStatus Char 5
Msalary Integer 5

Table Name :- Enquiry

Field Name Data Type Length
CenquiryID Char 15
IcellNumber Long Integer 10
Vproblem Char 200
Denquirydate DateTime --
Cemployee Char 40
Clead Char 40
CcomplaintID Char 20

System Testing

Unit
testing

Module
testing
System 20
Subsystem testing
testing
 Alpha and
Beta testing

(Component testing) (Integration testing) (User testing)

Report Generation

Data report

It is designed by the Seagate Software Inc USA. Data report provides data access from lot
of data source like Access, Oracle, Dbase, Sybase, Paradox.
Data report can publish report to the web in a variety of formats. Data report can be
integrated with Visual Basic, Delphi and ASP like applications.

Data report access data through-

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1.Direct database file
2.ODBC
3. Data report Query designer file
4. Data report Dictionary file

Features of Data report

• Data report is an excellent reporting tool which can be used to prepare efficient & professional

looking reports in few interactive steps.

• Data report now in its 8’Th major revision, remains the market leader & defacto standard for

business and corporate report writing.

• Data report is now bundled over 150 leading software packages, including Microsoft Back office&

Visual studio packages together with ERP & accounting packages from different vendors.

• Data report developer interface have been designed to work with most popular windows

development tools.

• Seagate software provides several methods for us to use visual basic to create custom reporting

application. They are:

1. Report Engine API: The API completely exposes every Data report function that can be changed

programmatically.

2. Report Engine Automation service: This was Seagate’s entry into the standard COM Automation

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 Server Arena.

3 Report Designer Component: It combines both report design and integration functionality inside VB.

Much of report design work can be accomplished right inside VB.

4. ActiveX Control: This ActiveX control is a very simple interface to Data report.

Some of the Reports which will be generated in this Project are as under:-

1. Master Report of all callers

2. Employee Master Details Report
3. Enquiry Report
4. E-mail Enquiry Report
5. Complaint Report

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 Validation Checks

Validation refers to a different set of activities that ensure that the software that has been built is traceable to
customer requirement.

Validation is to check that “the product made is what was required or not”

Validation testing provides final assurance that software meets all functional, behavioral and performance
requirements. Black Box Testing techniques are used exclusively during validation.

After each validation test case has been conducted, one of two possible conditions exists:

• The function or performance characteristics conform to specification and are accepted.

• A deviation from specification is uncovered and a deficiency list is created. Deviation or error
discovered at this stage in a project can rarely be corrected prior to scheduled completion. It is often
necessary to negotiate with the customer to establish a method for resolving deficiencies.

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Tools/Platform, Hardware and Software Requirement Specifications:

Hardware Interface
Server: Pentium IV Machine with 512 MB RAM
Clients: Pentium Series, 128 MB RAM

Software Interfaces
Operating System : Windows NTServer
Front-end : Visual basic 6.0

Back-end : SQL Server 2000

Reporting Tool : Crystal report 8.0

Memory Constraints
Server : 256 MB RAM
Recommended 512 MB RAM
1 GB HDD
Clients : 128 MB RAM

Constraints

• Hardware limitations:
• Interface to other applications
• Reliability requirements
• Criticality of the requirement
• Security considerations

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Implementation

We know that software requirement analysis should focus on what the software is to accomplish rather than
how processing will be implemented. However, the implementation view should not be a model
representing the current mode of operation, that is, existing or proposed allocation for all system elements.
Actually the implementation means how we implement our project or making our project coding part related
to the implementation.

Other main points are as follows: -

 Training of users.
 Conversion of data.
 Solve problems related to application and other data forms.
 Create helpfull atmosphere

System Security Measures

Every system must provide built in features for security and integrity, privacy and confidentiality. This
determines the file structure, data structure and access procedure. As far as our system is concerned from
software point of view, every data entry updating and deleting and transaction processes (forms) are
protected from unauthorized user by using password. System asks for a password before opening the main
form. If the given password is illegal it does not give permission to see the existing data as well as entering
new data. Five consecutive login failures would lock the user at the database level and user wise permission
will give the extra security to the package. It means that user can use the package according to the
permissions given by the administrator. So all the database are secured from unauthorized access.

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 Future Scope of the Application

A future application of this system lies in the fact that the proposed system would remain relevant in the

future. In case any modifications in Vodafone Customer Care Solution are required, they can be
easily modified.

The Vodafone Customer Care Solution is developed for a Client-Server based environment. In
future if any agency wants to make all their transactions online it should be possible. Easily converted,
which can be used as platform provider for Internet application using Window 2000 Professional server.

 Improvement in sales and purchase of cell-phone can be introduced.

 Functions can be embodied for payments through cheques, credit cards (and barcode).
 The program’s compatibility can be increased for ‘online’ transactions.

 We can upgrade the program to a complete utility purchase & sale management software.

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