Requirement specification

Customer Relationship Management Software

Contents
1. Document History
2. Introduction
1.1 Scope
1.2 Functionality of CRM soft
• Customer base
• Product base
• Customer Enquiry
• Quotations
• Customer Purchase Orders
• Contract Reviews
• Work Orders generation
• Invoice generation
• Billing and Collections
• Customer Feed Back
• Reports
1.3Terms and references
3. Functionality of MMSOFT
• Material Requisition
• Supplier Master
• Supplier Enquiry
• Comparison Chart
• Purchase Order
• Financial Concurrence
• Reports

4. Quality plan

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1. Document History
VERSION DATE DOCUMENT HISTORY
0.1 First draft for prechecking with the customer
1.0 Version after prechecking
1.1 Version after the review
1.2 Version for protoype II

2. Introduction
1.1 Scope of CRMSoft
Customer related process management soft (CRM soft) provides information
for managing the business/sales process, monitor, analyze and improve all the
related activities. The most advantageous feature is, all the activities and their
respective summary reports are management informative for decision-making,
paperless and with least effort.
CRM Soft is used to maintain the database of client. This starts from
identifying and making a database of all potential customers, their interactions,
answering queries, review and sending quotations for products, receiving orders,
acceptance of orders, automatic generation of work orders to Design Production,
monitoring the work or product process, raising invoices realization of bills through
finance department.
The main purpose of the project is to develop an integrated marketing
module, so that communication across the various departments of the organization
becomes easier and maintainable through ERP package (ERP Soft).
This module covers all customer queries, raises quotations based on customer
enquiry and accepts a purchase order from the customer. Considering the purchase
order and quotation a contract review will be generated. If the contract review is
accepted then a work order will be generated and hand over to the Production
division. The production and dispatch status of the Product will also available with the
marketing division. This module can be operated independently and as a module of
integrated ERP Soft.

Flow Chart:

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 Customer

Billing /
Collection Order
Enquiry Execution

Quotation Purchase Order

Contract Review

Work Order
Generation

Customer

Product
Production
Master Information

Transport

Insurance

Figure 1: Flow Diagram of CRM Soft

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1.2 Functionality
Proposed modules and description
• Customer base
• Product base
• Customer Enquiry
• Quotations
• Customer Purchase Orders
• Contract Reviews
• Work Orders generation
• Invoice generation
• Billing and Collections
• Customer Feed Back
• Reports

Customer Base:
A master list of the potential customers is maintained. The common
information about the customer like name, address, area etc stored here. The
customer information is globally accessed through out the project
Customer information will be searched dynamically based on name,
code and area. All the information provided in the database should be
reflected in the database since it is a master form.
Customer information can be updated but deletion is prohibited, else
with the approval form the management, since other tables shares the data.
Note: The new Customer information will be deleted or the status of the
customer will be sleep else active, if the purchase order will not be received
within 6 months of quotation.

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Product Catalog:
The organization produces Rail Testers with different parameters. An
independent product master will be maintained which will be accessed by the
project dynamically.
The user can search the product based on the name and code. Any
modification in any of the specification will be considered as a new project.
Hence it is recommended using some unique prefix to distinguish the product
groups.

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Customer Enquiry:
The marketing manager receives enquiry from a customer through
Telephone, fax, Tenders, Letters etc. The customer may request for a product
by modifying the some of the specifications. At that point of time the new
product will be generated as per the customer’s request and the information
will deliver accordingly.
From the Enquiry Interface a link will be provided to the customer
form as well as product form.
Each enquiry will have Enquiry Number and Date, Customer name and
Address, Product code and name, Unit price of the product, Quantity
Requested, Discount and Total amount, Delivery period, payment terms, Lead
period for Quotation, Delivery point, Remarks However the other implied
factors will be intimated in the quotation.
A dynamic search option will be provided to search a quotation for a
quotation number, for a customer or against a product. The same will be also
available for the reports.
Considering the financial year all the Enquiry numbers will be
generated. As per the conversation with the customer and consulting the
finance team it is decided to consider the financial year from 1st of April to
31st of March. So the Enquiry numbers will be generated in the following
format (“YY/Enq/MM/001”) for Example: (04/Enq/01/001). The system
creates the Enquiry number automatically.

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Quotations:
Once the enquiry is received the user has to send the quotation after
consulting the team within the due period. The quotation can be send
through telephonic conversation, email, fax, letter etc.
The enquiries can be clubbed together and send a single quotation for
the same.(customer wise enquiry) The following information will be maintain
for a quotation
Quotation No, Date, Enquiry No, Date, Customer Information, Product
code, Product Name, UOM, Unit Price, Quantity, Discount, Amount, Delivery
Date, Total Price, APGST, CST, Excise Duty, Freight, Insurance, Others, Grand
Total, Payment mode, Payment Terms, Dispatch mode, Delivery Point,
Remarks.
The user may split the products in to two types in the same quotation
based on the customer request, delivery date and other implied factors.
Hence duplicate product selection should be provided.
Using the dynamic search option the user can search the quotation
information by quotation number, customer and product information.
As like the Enquiry Quotation numbers will be generated. The system
will generate the quotation numbers in the following manner.
“YY/Qt/MM/001” for example: (04/Qt/01/001). The system creates the
Enquiry number automatically.
Once the quotation is raised against an enquiry that enquiry
information will not display in the enquiry list. Their may be a commercial
and product specification negotiation between the customer and the
organization, in such cases the user will send a revised quotation / update
the quotation information to match with the customer purchase order. i.e. a
new quotation number will be generated and the old quotation number will
also available in the old quotation.

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Customer Purchase Order:
On satisfactory acceptance of quotation, the customer places a
purchase order. The Purchase order may receive based on the quotation /
telephonic conversation. The customer may send the Purchase order after a
telephonic conversation, hence in this case Enquiry plays a vital role, i.e.
Enquiry information will be considered as the quotation.
The user has to simply enter the purchase order information.
Purchase order Interface consists, PONo, Date, EnqNo, date, QtNo,
date, Customer Name Address, (Header) Product Code, Name, UOM, UP, Qty,
Total Price, Delivery Date, Status(in a Grid) Requirement Type ( Normal ,
Urgent) Grant Total, APGST, CST, Excise Duty, Freight, Insurance, Other Load
Factors, Grant Total, Pay mode, Payment Terms, Guarantor name, Dispatch
Mode, Delivery place, Remarks.
The customer may amend the Purchase Order after raising the
purchase order, in such case there should be a provision to update the
purchase order information.

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Contract Review:
A review will be made for each product in the PO. The user can
negotiate the commercial and functional parameters like price, quantity, Unit
price, Delivery schedule, pH factor, viscosity etc.
If the user likes to modify the quotation at the time of contract review
he should be permitted with the auto generation of a revised quotation,
which will be considered for further processing of the orders.
The user will select the Purchase order Number, considering which all
the information like Quotation No, date, Customer and product information
will be retrieved and he has to check the commercial and functional
parameters for each product and decide to accept / reject of the order.
If the order is accepted a draft work order will be generated
automatically for the same. This will be converted into work order
(consolidated) in the next step.
Once the review is done the product name will exclude from the P.O.
product list and if all products are reviewed the complete Purchase order will
exclude from the PO list i.e. only the pending Purchase orders will display in
the list.

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Work order Generation:
The user will raise the work orders product wise and handed over to
the production department with the product specifications.
The user will select a Product name and all the draft work orders will
display. The user will check the Work orders and prepare a consolidated work
order, which will be easy for bulk production.
The work order can be search dynamically by customer wise, product
wise, within a period. The same may be available for the report generation.
The work order will contain the WoNo, Date, P.O. No, Date, Order Mode,
Product code, Name, Specification, Qty, UOM, Delivery Date. Requirement
(Urgent/ Normal), Remarks.

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The work order No will be generated by the system, with the following format
(“YY/wo/MM/0001”) i.e. “04/wo/11/0001” , The numbers will be generated
based on a financial year, i.e 0001 will be the first work order generated on
1st of April of every year.

Invoice Generation:
Marketing department raise the invoice at the time of order execution,
with to the finance department consultation. The invoice contains the same
information
For all accepted orders an Invoice is raised and send to the customer
along with the product. The invoice will have following information(s), i.e.
Invoice Number and Date, Purchase order Number and Date, Date of
Dispatch, Customer Information, Product Details, Quantity send, Price details
etc.
Tax information and insurance. The invoice may or may not be
included in the insurance list. Hence If value is zero then it will not be
included in the insurance list.
Using the dynamic search option the user can retrieve the information
about the work order requested / generated from a customer, periodically,
area wise etc.

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Bills / Collection:
The marketing department takes care of collections. Once the order is
executed and invoice is raised the invoice amount will be credited to the
customer account. The user will send a request to finance department to raise
the bill and update the invoice collection amount.
The system will generate the pending collection reports once the
invoice cross the due date, so that the marketing department will make a
follow up to the sundry creditors.
Dynamic search option will help the user to get the information based
on a product, customer, Area, periodically etc, so that it will be better to
monitor the information to the management accordingly.

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 Reports will be generated based on daily collection, customer wise
invoice realization and pending amount, Area wise collection / pending list,
collection within a period / pending.

Customer Feed Back:

A feedback from the customer is taken based on the business completed. This
is stored and reviewed periodically. This gives the input for improvement in
our products and services.

Reports:
• Enquiries received
• Quotations sent

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 • Orders received
• Progress on the orders
• Product Status
• Feed back received
• Sales / Order Execution
• Master Reports (Customer, Product, Transport, Insurance)
The reports can be obtained by <a> Customer Wise <b> product wise, <c>
period or any other condition with in the framework of data base designed (ie like
area, dealer etc.).

1.3 Terms and references

CRM: Customer Relationship Management
LOC: Lines of code
LUCOS: is a three-year project which goals are to develop a method for improving
the controllability of product development, as well as tools supporting the method.
BUG: A inconsistency or an error in a written document (source code or otherwise)
that can lead to an observable failure or misunderstanding.
GROUP: A certain number of people, in this course currently defined as being 4-7
people.
INPUT FORM: A form viewable by browsers that takes input from the user, the data
can be sent to the server that created the form.

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FORM GENERATOR: A piece of software that creates a browser viewable page from
a separate form description language (see configuration files).
FRAMEWORK: The basic structure of the software system itself.
SCRIPT: A set of commands that can be executed on a computer, scripts are
interpreted from source code
CONFIGURATION FILES: The files that can be sent through a form generator to
create a form.
EXPORTED DATA: Data that is extracted from somewhere e.g. a database and
converted into another format if necessary.
DATABASE: A place where permanent data is stored.
3. Quality plan

Goal Description Evaluation Priority

metrics
Functionality Good quality of the framework 10
= produces robust, bug free
Customer
software which contains all
satisfaction
necessary requirements

Documentation If used in other projects 9

documentation is of real value
All the required documents
will be produced with a good
level of English language. Customer

Source code will be satisfaction

commented
= produces consistent, easy to
read documentation

Modularity Simplicity of system 8

architecture
Independence of code Customer
modules satisfaction
= produces a system that is
easy to update and maintain

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 Reusability Is part of the code going to be 7
used elsewhere
= produces simple and Customer

independent code modules satisfaction

that can be reused

Flexibility How general the form 6

generation language is
Simplicity vs. functionality of
Customer
the form language
satisfaction
= Speeds up form
development but does not
limit functionality
Communication Effective, clear 5
Customer
= simplify communications
satisfaction and
internally and with customers
internal acceptance.

Schedule Can some tasks be late? 4

Following deadlines,
(Overwhelming workload on
evaluation of
certain tasks)
effectiveness in
= Reduces some risks
reviews.

Working methods = can significantly speed up 3

& Tools of the development time Internal acceptance
group
Scalability Simultaneous users, if not this 2
Passing of
course what about other?
scalability tests and
= produces multi-user proof
customer
software
satisfaction

Browser What restricts the usage of Testing the 1

independence browsers? outputted pages on
different browsers
How to evaluate at the end of the course the results in relation with the
quality plan?
The goals have a priority which goes from 10 to 1, from the most important to the
less important.

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The overall of the course could be evaluated in the following way:
Each goal is given a grade which goes from 0 to 10
Then that grade is multiplied by its priority in the table
After doing the same with all the goals, they are added together and divided by 5.5
this way is possible to get a percentage of how the quality plan has been
accomplished. For example: let's suppose that the group gets a 5 in each of the
goals of the quality plan, this would mean that in average the overall of the project
group has met 50% of the initial requirements. The total of the points in this case
would be 275, then 275/5.5 = 50 (50%)

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