sad2 - chapter1
TRANSCRIPT
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CHAPTER I
I. INTRODUCTION
In todays innovating generation, various kinds of modern technology had helped
built and shaped the lives of different individuals. These technologies play a very
important role in reducing workloads and making life much easier. Such technologies
and/or electrically powered machines like home appliances are essential to manage
household chores and everyday tasks which helped in saving time and money. Different
sets of appliances have improved its way of rendering services to humans which some
persons are not capable of doing or fulfilling. Electronic appliances unquestionably
made life more comfortable for people.
Even though appliances are of great help to people in their everyday lives, they
too also need repairing when they are overused from functioning daily. Different service
centers helps in fixing appliances for them to function properly and also to serve their
purpose well. Service Centers provides clients with on-time schedule of their
appointments which prioritizes them in their needs.
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II. BACKGROUND OF THE STUDY
The Whirlpool Corporation today is the world's leading manufacturer and
marketer of major home appliances. Whirlpool realizes annual sales of approximately
$17 billion in 2009, has 67,000 employees and maintains 67 manufacturing and
technology research centers around the world. They market Whirlpool, Maytag,
KitchenAid, Jenn-Air, Amana, Brastemp, Consul, Bauknecht and other major brand
names to consumers in nearly every country around the world.
Their beginnings, though, were much h more humble, based on a business
failure and the vision of one family. In 1908, Lou Upton invested his savings in a venture
to manufacture household equipment. When that company failed to materialize, Upton
was offered the opportunity to select something of value from the failed venture as a
return on his investment. He chose the patents on a hand washing machine that he
thought might be electrified.
Lou Upton brought the patents and his innovative vision home to St. Joseph,
Michigan. In 1911, Lou joined his uncle Emory and brother Fred to produce motor-
driven wringer washers as the Upton Machine Company.
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III. IT INNOVATIONS
Foreign Websites
Figure 1.0
http://www.shiftboard.com/
Shiftboard, Inc. was founded in 2002 as a web and mobile scheduling service of
Coverage Systems, to provide a new and flexible online software platform that could
efficiently manage diverse people, communications, and contracts across multiple
locations, all within a chaotic, often critical healthcare staffing environment.
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Figure 1.1
http://www.timetrade.com/
TimeTrade is the world leader in online appointment scheduling systems used by
businesses to create new customers, accelerate the sales and service process and
make it easy and fast to respond to customers24/7. Our scheduling software solutions
are built on the flexible TimeTrade Appointment Cloud SaaS platform that has the
power to scale up to meet the real-time scheduling demands of the
largest deployments.
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Figure 1.2
http://www.alliedworldwide.com/index.aspx
Allied Worldwide Limited was established in the UK in 1992 and it is a company
that have continuously challenged traditional business models and kept ourselves
"ahead of the curve". Our clients and employees have always guided our basic strategy
and direction; so much so that we named the company after our most basic principles.
We are, and always will be "Allied" to our client's needs and objectives.
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Local Websites
Figure 1.3
https://www.bnrs.dti.gov.ph/web/guest/home
Business Name (BN) Registration is one of the principal front-line services of the
Department of Trade and Industry (DTI). It aims to maintain a nationwide registry of
business names mainly Sole Proprietorship.
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Figure 1.4
http://www.philsite.net/
Philippine travel destinations guide gives you an overview of popular tourist spots
in the Philippines. On each of the featured tourist destination on this travel guide, you
will find places of interest on each destination, things to do and how to get there. We
have included a page of travel tips, a list of fascinating Philippine festivals that runs year
round, a collection of underwater scuba diving pictures, and a map of the Philippines for
your reference.
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IV. RATIONALE
The students chose this study to develop a more efficient and effective system
for service center/s and to apply its advance program for future use. Also, it modernizes
the old or manual system of the service center.
The online system is developed in order to modernize the service center that is
old and manual-based. This helps the Whirlpool franchisers to cope with the technology
used today. Like other appliance services that already have their computerized system,
AC Appliance Service Provider also needs to be automated as well. With such interest,
the students must successfully accomplish the things required to complete the
development of the Online Service Request System for Whirlpool Appliances.
V. HISTORY OF THE BUSINESS
In 1908, Lou Upton invested his savings in a venture to manufacture household
equipment. When that company failed to materialize, Upton was offered the opportunity
to select something of value from the failed venture as a return on his investment. He
chose the patents on a hand washing machine that he thought might be electrified.
In 1911, the Upton Brothers (Louis, Frederick, and Emory) created the Upton
Machine Company in St. Joseph, MI to produce electric, motor-driven wringer washers.
Joined with Sears, Roebuck and Co. in 1916, the Upton-manufactured washers sold
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faster than the brothers could manufacture them, thus creating the mutually beneficial
relationship between Sears and Whirlpool.
The Horton Manufacturing Co. of Fort Wayne, Ind., was credited with the first
registration of the Whirlpool brand name in 1907 for a washing machine. The hand-
operated product was known as the Horton Whirlpool Washer, a brand name first used
on July 5, 1906, about one year before the first electric-powered wringer washer would
appear on the market.
The Whirlpool brand name was primarily attached to washing machines until the
late 1940s, when Nineteen Hundred introduced an automatic dryer to compliment its
washers. In 1949, the company embarked upon a major campaign to boost the
Whirlpool brand name in the United States by using the swirl design with a "W" below it.
In 1950 Nineteen Hundred was renamed Whirlpool Corporation. In 1967 the Whirlpool
logo changed when the swirl was moved above the brand name. In 1981 the modern
Whirlpool logo's ring element was developed and first appeared in 1982.
Since the 1970s, Whirlpool has been a pioneer of energy and water efficiency
measures in its research and development practices.
Today the Whirlpool Corporation remains the largest North American supplier of
major appliances to Sears under the Kenmore brand. Internationally, Whirlpool is also
recognized for energy efficient appliances, as well as for their commitment to
environmental packaging, production, and design. Whirlpool is the world's leading
manufacturer and marketer of major home appliances, becoming a trusted household
name all over the world.
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VI. PRODUCTS AND SERVICES
Product Categories:
a. Laundry
o HE Front-Load Washers, HE Top-Load Washers, HE Dryers, Traditional
Washers, Traditional Dryers, Laundry Pairs, Washer-Dryer Combos
b. Refrigeration
o French Door, Side-by-Side, Bottom Freezer, Top Freezer
c. Cooking
o Ranges, Wall Ovens, Cooktops, Microwaves
d. Dishwashers and Cleaning
o Dishwashers, Compactors, Disposers
e. Accessories and Whole Home
o Water Heaters, Water Softeners, Water Coolers, Water Filters, Central Heating &
Air Conditioning, Water Filtration Systems
Services:
a. Extended Service Plans
o 24/7 toll-free calls support, comprehensive coverage, authorized service
technicians, and repair or replace.
b. Replacement Parts
o Make small do-it-yourself repairs and touch ups with panels, paint, kits and
other replacement parts.
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VII. VISION MISSION OF THE COMPANY
Vision:
Every Home Everywhere with Pride, Passion and Performance
Our vision reinforces that every home is our domain, every customer and customer
activity our opportunity. This vision fuels the passion that we have for our customers,
pushing us to provide innovative solutions to uniquely meet their needs.
Pride... in our work and each other
Passion... for creating unmatched customer loyalty for our brands
Performance... that excites and rewards global investors with superior returns
We bring this vision to life through the power of our unique global enterprise and our
outstanding people... working together... everywhere.
Mission:
Everyone, Passionately Creating Loyal Customers for Life
Our mission defines our focus and what we do differently to create value. We are a
company of people captivated with creating loyal customers. From every job, across
every contact, we will build unmatched customer loyaltyone customer at a time.
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VIII. ORGANIZATIONAL CHART
Figure 1.5
Figure 1.5 shows that the owner is also the general manager of the company. All
the employees are under the supervision of the general manager. The technical and
service supervisor has the same level of responsibilities which is to manage and direct
the shop and sales technicians to each of their tasks.
GENERAL MANAGER
TECHNICAL SUPERVISOR SERVICE SUPERVISOR
SERVICE COORDINATOR
SHOP TECHNICIAN
SALES TECHNICIAN
DRIVER HELPER
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IX. FUNCTIONS OF PEOPLEWARE
It shows the diverse functions of each and every member of the service center and
how their roles and tasks differ from one another.
a. General Manager
- Owner of the service center and functions in the daily operations of the business.
b. Technical Supervisor
- They are the ones responsible for monitoring their team to ensure that they are
putting out quality work. They may also create time sheets for their employees
and make adjustments if necessary to their schedules.
c. Service Supervisor
- They are the ones who guarantee that their employees are doing their work right,
create schedules, create and review reports, and interact with other departments.
d. Service Coordinator
- They are the ones who schedule appointments for clients and responsible for
updating every information of each customer. They file customer records; make
copies of receipts and other transactions, and photocopies documents for clients
and staff.
e. Shop Technician
- They are the employees that pull-out the reviews.
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f. Sales Technician
- They are the ones that go to the customers residence for troubleshooting and
repairing appliances.
g. Driver
- They are the ones who drive the sales technician to their destination.
h. Helper
- They are the employees who help assist other employees in the service center.
X. OBJECTIVES OF THE STUDY
The general objective of this study is to create an online system that helps the
customers schedule for an appointment in repairing their appliances. The customers
can request for a service repair online without the actual need to go to the physical
store.
Specific Objectives:
1. To be able understand the business processes involved in the existing manual
based system.
2. To identify, analyze, and be acquainted with the problems encountered in the
existing manual based system.
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3. To design an online service request system that guides customers to an easy
and simple transaction.
4. To be able to develop and enhance the online system that presents the desired
features of the Online Service Request System.
5. To be able to provide profiles for customers where they can view and be updated
of their service request transactions.
6. To enable customers to pay online through PayPal and using their credit cards.
XI. METHODOLOGY
System Development Life Cycle (SDLC)
System Planning the developers have conducted an interview with the
company to gather specific data and information needed in making the system. In this
phase, it identifies the problems encountered by the existing system. Upon gathering of
data, it includes the companys business processes, products and services offered by
their organization, their vision mission and also the aims and goals of their business for
their customers.
System Analysis in this phase, the requirements given by the company was
examined carefully and has been analyzed to know how the performance of the existing
system be developed. Ideas and other suggestions of each member are important in
this phase to give a vision of the initial look of the system.
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System Design the developers had begun working on the initial design of the
system. It describes the steps on how to create the blueprint of the online system and
its forms. It includes the processing of the data/information and procedures of the
business processes of the company. After which, coding phase is next wherein the
designs for the system are converted in codes.
System Testing after applying the codes on the system design phase and once
the system is built, the developers had tested possible errors on the system and had
checked the codes for possible problem/s to see if the codes meet the functional
purpose of the system. After debugging errors, the developers again tested the system
to ensure that it is working properly as expected it to be.
System Implementation the developers had implemented the new system and
have been following the steps in SDLC correctly. In this phase, it installs the needed
components of the new system. The formed system is given to the customers and the
developers look forward to have a positive feedback.
System Maintenance in this phase, maintenance of the system is needed to
see that it is working appropriately within the standards set. The developers needed to
maintain the system by removing the defects of flaws occurred. The new system should
be updated regularly.
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GANTT CHART
TASKS MONTHS (YEAR 2012)
JAN FEB MAR JUN JULY AUG
SUCCEDING
TERMS
SYSTEM PLANNING
SYSTEM ANALYSIS
SYSTEM DESIGN
SYSTEM TESTING
SYSTEM IMPLEMENTATION
SYSTEM MAINTENANCE
Figure 1.6
XII. IMPORTANCE OF THE STUDY
The significance of creating this system is to provide the customers with sufficient
knowledge of the various products of Whirlpool and also to offer them repair services
that comprises customer care. Its importance is to ensure that the system helps to
communicate better with clients everywhere and to respond faster to their requests. It is
beneficial to users because they can approach for follow-up repairs for free within a
limited period of time.
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In addition, it offers appliance owners the convenience of scheduling an
appointment online for repairs for all of Whirlpool products including appliances with and
without warranty, through our preferred and secure network of preferred local
contractors.
XIII. SCOPE AND DELIMITATIONS
The study is focused in creating an online service request system that takes into
account customer service assistance of locally available appliance network mainly in the
Metro Manila area. The system primarily caters scheduling of service request repair for
defective appliances with or without warranty.
The online system is only for scheduling service requests and not for purchasing
Whirlpool products. The system also allows customers to pay online though PayPal
and/or using their credit cards providing that they will fill up necessary information for an
online payment transaction.