Wollo University

KIOT
College of Informatics
Department of Computer Science
Web Based Customer Service Management System for Kombolcha Water Supply Service
Office (CSMS for KWSSO)
A Project paper submitted to the Department Of Computer science of Wollo University in partial fulfillment
of the requirements for the
Degree of Bachelor of Science in Computer Science
BY:
1.
2.
3.
4.
5.
6.

Mesfin Shifera
Kalkidan Misganaw
Aliheyder Jemal
Adamu Girma
Tigst Yimam
Teshome W/tensey

Advisor: Mr. Yonas Abate

June, 2014
Kombolcha

Acknowledgments
We would like to thank GOD for giving us strength and health to complete this project. We also
grateful to our advisor Mr. Yonas Abate for his motivate and constructive guidance as of the
beginning of problem formulation to the completion of the project.
We would like to forward our special thanks to Kombolcha city water supply service office staff
employee.
Finally, we want to extend our thanks to our parents for their encouragement, Motivation and
support throughout our study.

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Abstract
The Web Based Customer Service Management System for kombolcha water supply service
office (KWSSO) is a web-based system service designed to facilitate the burden of different
activities such as registration of new customer, bill processing, post vacancy announcement,
material registration, and customer maintenance order request and record meter reading and the
like. Essentially the system consists of four large components or departments. The first
component is bill officer. This component is having different activities such as bill processing,
record meter reading. The second component (department) technical supervisor staff. It having
different activities such as receives maintenance order, reject maintenance order, store
maintenance, delete and update maintenance and the like. The third department is Customer
service expert this also having different activities such as update customer record, delete
customer record and view customer payment for giving customer service. The fourth component
is Manager this staff can view different department activities.
In general, Web Based Customer Service Management System for kombolcha water supply
service office (KWSSO) has its own desktop application system for calculating bill; but the
desktop application system can give service only employee that means the system displays only
employee customer no contribute to the system. When customer apply register for service
request must be physically exist to the office, cant give comment (feedback) to the organization
and difficult to maintenance order requests and difficult to vacancy announcement and the likes.
So, the group initiated to solve the problem by their final year project. Therefore, we wish the
department will provide all the necessary things to accomplish the project.
This document deals with the system analysis and design of Web Based Customer Service
Management System for kombolcha water supply service office (KWSSO). This is mostly used
for the system users that we have described in the different parts of this document. Computerized
is the basic ways for the office in every of its activity it must be changed into computerized
system software in order to reduce the delay of work. This document has tangible and intangible
benefits for the office and it also describes how tasks performers in the existing system.

Table of Contents
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Acknowledgments............................................................................................................. i
Abstract......................................................................................................................... ii
Lists of table.................................................................................................................. vi
Lists of Figures.............................................................................................................. vii
Abbreviation and Acronyms................................................................................................ x
CHAPTER ONE: INTRODUCTION.................................................................................... 1
1.1 Background.......................................................................................................... 2
1.1.1 Vision.............................................................................................................. 2
1.1.2 Mission.......................................................................................................... 2
1.2 Description of the existing system................................................................................3
1.3 Statement of the problem and justification of execution the project........................................3
1.3.1 Statement of the Problem...................................................................................... 3
1.3.2 Justification for execution of the project...................................................................4
1.4 Objective of the project............................................................................................ 4
1.4.1 General objectives............................................................................................. 4
1.4.2 Specific objectives.............................................................................................. 4
1.5 Scope and limitation of the project................................................................................ 4
1.5.1

Scope of the project......................................................................................... 4

1.5.2 Limitation of the project....................................................................................... 5

1.6 Risks.................................................................................................................... 5
1.7 Methodology.......................................................................................................... 6
1.7.1 Method of data collection..................................................................................... 6
1.7.2 System analysis and design methodology..................................................................6
1.8 Hardware and Software Tools of the system development...................................................7
1.8.1 Hardware tools required are:.................................................................................. 7
1.8.2 Software tools required are:................................................................................... 7
1.9 Cost of the project.................................................................................................... 8
1.10 Schedule of the project............................................................................................. 9
1.11 Task Breakdown and Deliverables...............................................................................9
1.12 Communication plan............................................................................................. 10
1.13 Feasibility of the project......................................................................................... 10
1.13.1 Technical feasibility......................................................................................... 10
1.13.2 Schedule Feasibility......................................................................................... 11
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1.13.3 Operational Feasibility..................................................................................... 11

1.13.4 Legal Feasibility............................................................................................. 11
1.13.5 Economic Feasibility....................................................................................... 11
1.14 Benefits and beneficiaries of the project.....................................................................11
1.14.1 Benefits of the project...................................................................................... 11
1.14.2 Beneficiaries of the project................................................................................12
CHAPTER TWO: BUSINESS AREA ANALYSIS..................................................................13
2.1 Description of current/ existing system........................................................................13
2.2 Problem identified and alternative solution...................................................................13
2.2.1 Problem of the existing system.............................................................................13
2.2.2 Alternative solution........................................................................................... 14
2.3 Option analysis and the proposed new system................................................................14
2.4 Overview of the proposed system............................................................................... 15
2.5 Requirement definition............................................................................................ 16
2.6 Essential use case modeling...................................................................................... 17
2.6.1 Essential use case description.............................................................................. 18
2.7 System Requirement............................................................................................... 22
2.7.1 Functional requirements..................................................................................... 22
2.7.2 Non-Functional requirements............................................................................... 23
CHAPTER THREE: OBJECT ORIENTED SYSTEM ANALYSIS.............................................25
3.1 Introduction.......................................................................................................... 25
3.2 Objective of system analysis..................................................................................... 25
3.3 System Requirement Specifications (SRS)....................................................................25
3.3.1 Use case diagram.............................................................................................. 25
3.4 Use case documentation........................................................................................... 27
3.5 Sequence diagram.................................................................................................. 36
3.6 Activity diagram.................................................................................................... 47
3.7 User interface prototype........................................................................................... 59
CHAPTER FOUR: SYSTEM DESIGN...............................................................................60
4.1 Introduction.......................................................................................................... 60
4.2 Class Type Architecture........................................................................................... 60
4.3 Class modeling...................................................................................................... 62
4.4 State chart modeling............................................................................................... 63
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4.5 Component Modeling.............................................................................................. 71

4.6 Deployment modeling............................................................................................. 72
4.7 User Interface design.............................................................................................. 73
CHAPTER FIVE: IMPLIMENTATION............................................................................... 80
5.1 System Implementation........................................................................................... 80
5.2 Coding............................................................................................................. 87
5.3 Testing................................................................................................................ 93
5.3.1 Unit Testing.................................................................................................... 93
5.3.2 System Testing................................................................................................. 95
5.4 User manual preparation.......................................................................................... 95
CHAPTER SIX: CONCLUSIONS AND RECOMMENDATION...............................................96
6.1 Conclusions.......................................................................................................... 96
6.2 Recommendation................................................................................................... 97
References................................................................................................................... 98

Lists of table
1

Page

Table 1.1 project cost plan ...9

Table 1.2 Project schedule....9
Table 1.3 Task Breakdown and Deliverables ........................................................................10
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2
Table 2.1 Apply register for service for service ....18
Table 2.2 Update customer record ....19
Table 2.3 Delete customer record...........................................................................................19
Table 2.4 Post vacancy...20
Table 2.5 Create account...20

Table 2.6 record meter reading...21

Table 2.7 record maintenance material.......21
Table 2.8 view report.....22

3
Table 3.1 Use case documentation for Login.28
Table 3.2 Use case documentation for Create Account..29
Table 3.3 Use case documentation for Delete Account..30
Table 3.4 Use case documentation for Apply register for service...30
Table 3.5 Use case documentation for Update customer record......31
Table 3.6 Use case documentation for Delete customer record...............................................32
Table 3.7 Use case documentation for Order maintenance....32
Table 3.8 Use case documentation for Receive maintenance.....33
Table 3.9 Use case documentation for View report ..33
Table 3.10 Use case documentation for Process payment bill...34
Table 3.11 Use case documentation for Record meter reading......35
Table 3.12: Use case documentation for Post vacancy ..........................................................35
Table 3.13: Use case documentation for Delete post vacancy...36
Table 3.14: Use case documentation for record maintain material36
Table 5.1: Test Case1: for Create Account....94

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Lists of Figures
2

Page

Fig 2.1: Essential use case diagram ...17

Fig 3.1: UML use case diagram .....27

3
Fig 3.2: UML Sequence diagram for Customer Apply Register for service..37
Fig 3.3: UML Sequence diagram for View report .38
Fig 3.4: UML Sequence diagram for Update Customer record......39
Fig 3.5: UML Sequence diagram for Order Maintenance .........40
Fig 3.6: UML Sequence diagram for Delete Customer record...41
Fig 3.7: UML Sequence diagram for Receive maintenance ......... 42
Fig 3.8: UML Sequence diagram for Create account ........43
Fig 3.9: UML Sequence diagram for Delete account ...44
Fig 3.10: UML Sequence diagram for login ......45
Fig 3.5.11: UML Sequence diagram for water meter reading...46
Fig 3.12: UML activity diagram for Apply Register for service....47
Fig 3.13: UML activity diagram for Login administrative staffs.......48
Fig 3.14: UML activity diagram for View report...49
Fig 3.15: UML activity diagram for record meter reading.....50
Fig 3.16: UML activity diagram for Process payment bill ....51
Fig 3.17: UML activity diagram for Receive maintenance........52
Fig 3.18: UML activity diagram for Order maintenance...53
Fig 3.19: UML activity diagram for Create account ........54
Fig 3.20: UML activity diagram for Delete account.. ....55
Fig 3.21: UML activity diagram for Delete customer record.................................................56
Fig 3.22: UML activity diagram for Update Customer record ..57
Fig 3.23: UML activity diagram for post vacancy.................................................................58
Fig 3.24: User interface prototype.........................................................................................59

4
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Figure 4.1: Class type architecture... ......61

Figure 4.2: Class Diagram...62
Fig 4.3: State chart diagram for login..63
Fig 4.4: State chart diagram for update payment....64
Fig 4.5: State chart diagram for record meter..65
Fig 4.6: State chart diagram for Material register....66
Fig 4.7: State chart diagram for Customer register..67
Fig 4.8: State chart diagram for view report....68
Fig 4.9: State chart diagram for post vacancy..69
Fig 4.10: State chart diagram for create account......70
Fig 4.11: Component modeling....71
Fig 4.12: Deployment modeling...72
Fig 4.13: Home page.................................................................................................................73
Fig :4.14 login form UI........74
Fig :4.15 Create accounte form UI......74
Fig :4.16 Customer Register form UI..........75
Fig :4.17 Update Delete Account form UI..........75
Fig :4.18 Search Customer record UI.76
Fig :4.19 Delete Update Customer record form UI...76
Fig :4.20 Register maintain material form UI...76
Fig :4.21 Delete update maintain material......77
Fig :4.22 Search maintain material.....77
Fig :4.23 Search payment UI......77
Fig :4.24 Payment register form UI...78
Fig :4.25 Delete update vaccancy.......79
Fig :4.26 Post vaccancy form UI....79
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Fig :5.1 Home page....80

Fig :5.2 Customer page...81
Fig :5.3 Order request form....82
Fig :5.4 Bill generate form.82
Fig :5.5 Administrator page ..83
Fig :5.6 Admin login..83
Fig :5.7 Bill officer page........84
Fig :5.8 Technical supervisor page....85
Fig :5.9 Technical supervisor Login..85
Fig :5.10 Customer service expert page............86
Fig :5.11 Manager page.........87

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Abbreviation and Acronyms

KWSSO: Kombolcha water supply service office
CSE: Customer service expert
TSV: Technical supervisor
UML: Unified modeling language
OOA: Object oriented analysis
OOD: Object oriented design
PHP: Hypertext Preprocessor
HTTP: Hyper Text Transfer Protocol
CSMS: Customer Service management system
SRS: System requirement specification

HTML: Hypertext markup language

CSS: Cascading Style Sheet
OS: Operating system
UI: User interface

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CHAPTER ONE: INTRODUCTION

As we know, today our world is under the control of technology because of this reason the world
are related each other. Our country is one part of the world but, we are too late according to this
technology as compare as others western countries.
Even if our country is not developed in this project, we try to change the desktop application
system of kombolcha water supply service office (KWSSO) into web based system using todays
technology. KWSSO has many activities. Such as, Customer registration, Calculating bill based
on their customer information and the likes. When we see how the new customer joins the
organization, it requires physical present to the office. So, the project try to reduce this problem
and enable the office system to have very fast service to their customer by designing web based
service management system for them.

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1.1 Background
Kombolcha water supply service office (KWSSO) is a water supply Organization which found in
Kombolcha city. The organization establishes in 1962E.C.At that time the offices have only 5
employees (one water clearance expert (water chemist), one motor operator, one meter reading
expert and two Security bodies).Until 2003E.C KWSSO follows manual based office system
which means, they follow traditional way of giving service for their customer. At 2003E.C the
office develop its own Desktop application system. This Desktop application limited to customer
register and calculate belling system. Not generate organized report; the information cant visible
to customer, and the likes. The system only visible to employee. Until 1971E.C the office has
only 300 customers which register to use the service.
Currently the office have 80 employees(29 technician staff,51 management and finance staff)
from those 20 women and 60 mens.This office done many activities like, customer registration,
Bill process calculating, and meter number registration and viewing reports for them, taking
customers maintenance order and respond it. Currently, this organization has 10128 customers
and has 80 employees which they register under this office. [10]

1.1.1 Vision
The vision of KWSSO is to see produced enough and pure water for drinking, for industrial, and
for irrigation of city, for the population living in Kombolcha city and its around. [10]

1.1.2 Mission
The mission of KWSSO is to increase income with direct proportional of balancing citys
development and by adding extra water resource areas to give pure and enough water for the
citys societies. [10]

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1.2 Description of the existing system

Kombolcha water supply service office (KWSSO) is using Desktop application system.
Registration of new customers and bill calculating using by this system. But, the system cant
work organized activity, detail customer information cant visible to customer, when we see how
the new customer joins the organization, it requires physical present to the office. The
organization vacancy announcement submits by paper or on the board.
Existing system is difficult for:Vacancy announcement,
Getting feedbacks from the customer,
Making comments to customers,
Searching single data is time consuming,
Deleting Updating customer data is difficult,
Customer view its own payment is difficult etc.
Kombolcha water supply service office (KWSSO) Desktop application system is time taking,
unqualified, costly and not satisfactory. Employee spend much time to work its own activity due
to all information is transferred manually by paper-based method and difficult to register new
customer, it must physically join to the office, customers cannot see their payment on time.

1.3 Statement of the problem and justification of execution the

project
1.3.1 Statement of the Problem
KWSSO is currently uses Desktop application systems. As it is desktop application, they have
their own problem like:

Vacancy announcement,
Registration of material,
Registration of meter reading,
Getting feedbacks from the customer,
Searching for even single data is time consuming,
Redundancy (multiple records of the same data),
The organization information cant visible to customer etc.

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1.3.2 Justification for execution of the project

We are interested to overcome and solve the above mentioned problems by developing web
based system. We believed that the new proposed system will help the kombolcha water supply
service office (KWSSO) to accomplish their tasks such as customers registration, storing and
retrieving customers information as well as order request from the customer in efficient and
effective manner. Post vacancy announcement, getting feedbacks from the customers.

1.4.2 Specific objectives

Studying the background of the organization,
Develop a database that holds information about customer,
Identifying the problem under the existing system,

System analysis and object design,

Implementations of the system,
Testing of the system,
Requirement analysis of the system,
Documenting the whole system.

1.4 Objective of the project

1.4.1 General objectives
The general objective of the project is to develop web-based customer service management
system for Kombolcha water supply service office (KWSSO).

1.5 Scope and limitation of the project

1.5.1

Scope of the project

Web based system of KWSSO is too huge in its scope but, the project is limited on the following
points only:

On the registration of the new customers.

Give Vacancy announcement for customer and employee.
On the registration of the maintain material.
On the registration of meter reading.
On the registration of the payment.
Customer Bill generates.

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 Updating, deleting, searching customers by the employee of the office which are
responsible for the appropriate task.

1.5.2 Limitation of the project

The project does not work about employee management because of the following limitation.
Some limitations of our project are:
Lack of Materials: There is no enough computer access, books and references used to show
how Project will be done.
Shortage of time: We are student and in learning process we have shortage of time to complete
the project in one semester. This enforces our project team to minimize the project scope.
Shortage of money: As we are students it is difficult to spend much amount of money on the
project so it limits the effectiveness of the project.

1.6 Risks
During the development of the project there may be different problems that we may face. These
are:

Unfortunate failure of system: To handle this problem the teams have some method to
resist not completely but partially by using back up mechanisms using flash disks,

CD/DVD and by storing the data in more than two computers.

Power problem: we tried to use laptops to cover the gap happened to our project during

power failure.
Virus attack: It is difficult to control data from virus but try to scan the data, installing

and updating antivirus software.

Time management problem: we solve this problem by working cooperatively, divide our

time by schedule for each phase of the project and we try to use this schedule effectively
One of our group members may be sick while in the process of project development: to

solve this problem the remaining group member together covers this member done.
Therefore whatever situation happen or occurred that hinder during the
progression of the project the team try the best to do what expected and
reform it.

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1.7 Methodology
1.7.1 Method of data collection
As we know there are different methods to collect information. From those the project uses the
following tools and methods respectively to collect data from the organization.
Observation (Documentation & material): use this method to get the right
information about the organization and also understand how the existing system
works.
Interview: the team will interview some employee of the organization as well as
the customer to get & share enough and reliable data which is important to do the
project.

1.7.2 System analysis and design methodology

The team plan to use the object oriented design methodology for the development of the system
among the different methodologies. Because it is better way to construct, manage and assemble
objects that are implemented in our system. Object oriented design methodology has two
phases:-

Object Oriented Analysis (OOA): During this phase the team will look at the
problem domain and with the aim of producing a conceptual model of the information that
exists in the area which will be analyzed. And this model the functions of the system (use
case modeling), identifying the business objects, organize the objects and also the
relationship between them and finally model the behavior of the objects.
Object Oriented Design (OOD): During this phase the model interactions and
behaviors that support the use case scenario, and finally update object model to reflect the
implementation environment. And also transforms the conceptual model produced in
object-oriented analysis to take account of the constraints imposed to our system format, so
that we will use this phase to refine the use case model to reflect the implementation
environment.

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1.8 Hardware and Software Tools of the system development

1.8.1 Hardware tools required are:
Personal computer (PC): almost all tasks of our project are performed on
computer.

Flash disk: required for data movement to store & transfer data from one PC to
another PC.
Disks (CD, DVD): necessary for the movement of relevant data and for
backup and recovery mechanism.
Network cable: since our system is web based, it is very necessary
requirement. It is also help us to extract relevant information about our project
from internet.
Server: to store the data.

Stationeries (pen, paper):

for writing all necessary documentations

associated with the project.

Note book: to take notes during data collection and for other document.

1.8.2 Software tools required are:

Windows 7 Operating system: will be used for the system since it is readily

available in laboratories.
Browsers: -since our system is web based, it is very necessary requirement.
PHP: -To design the graphical user interface and the whole application.
MYSQL server 2005 :-for designing the database
Microsoft office Word 2010:-for documenting the corresponding deliverables
associated with the project

Enterprise architecture and Edraw max 6.8: - for designing Unified

Modeling Language (UML) diagrams.

Microsoft Visio: used to draw diagrams.
Adobe Photoshop (CS4): -for editing images.
Macromedia Dreamweaver 8: For writing a code or program of the system.
Wamp Server: - to test the system by running.

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1.9 Cost of the project

Even though it is difficult to provide an accurate cost estimates, the following is a rough estimate
of the costs associated with the project.
Types of costs

Tool name

Hardware costs

Computer
Flash(4 GB)
CD ROM
DVD
Pen
Paper
Note book
Printing and binding
Software costs
Wamp server
Microsoft office 2007
Notepad++
Microsoft Visio
Adobe Photoshop
Windows 7 OS
Other costs
--Total cost
--Table 1.1: project cost plan

Quantit

Unit

y
1
1
2
2
6
1 packet
1
3(copies)
1
1
1
1
1
1
-----

Birr)
8000
180
6
18
3
100
30
100
Free
Free
Free
Free
Free
Free
------

price

(in Total price (in Birr)

8000
180
12
36
18
100
30
300
Free
Free
Free
Free
Free
Free
300
8,976

1.10 Schedule of the project

The table below represents the main activities of the project together with their respective start
and end date.
Task name

Nov201

Dec201

Jan2014

Feb2014

Mar2014

Api2014

May2014

3
3
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2
Requirement
gathering

&

preparing
Proposal writing
Document
System analysis

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Jun2014

3 4 1 2

3 4

User

interface

prototyping
Coding & Testing
Table 1.2: Project schedule

1.11 Task Breakdown and Deliverables

Each part of tasks of the project will be delivered by collaborating with each of the group
members. Each group members has their own responsibility to complete the project successfully.
Number
1
2
3
4
5
6

Name
Mesfin Shifera
Kalkidan Misganaw
Aliheyder Jemal
Adamu Girma
Tigst Yimam
Teshome W/tensey

Activity
In all activity
In all activity
In all activity
In all activity
In all activity
In all activity

Table 1.3: Task Breakdown and Deliverables

1.12 Communication plan

We have time frame to meet the project objective. We will meet three times in week to discuss
and reach conclusion about the project work processes. In order to complete the project we have
the common meeting time below:
1.2:00-5:00 AM Saturday
2.2:00-5:00 AM Sunday
3. 9:00 12:00 PM Friday.

1.13 Feasibility of the project

Feasibility study is used to investigate the proposed system in multiple dimensions. It used to
indicate whether the system feasible or not. The proposed system can be seen according to the
following literals.

1.13.1 Technical feasibility

It is the process of accessing the developed system by the organization. Technical feasibility is
the measure of practicality of the specific technical solution and the availability of technical
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resources and expertise. The proposed system can be easily maintained and repaired without
requiring high Experts or technical assistants, because the system was developed by familiar
programming language (environment).The project team members have learned programming
languages that required for the successful completion of the project such as java script, CSS,
HTML, PHP, MySQL. Team members have the required skill to develop the system, So that the
project can be said technically feasible.

1.13.2 Schedule Feasibility

Schedule feasibility is making sure whether the potential time frames and Completion date can
be met or not .The project team members expected the Project to be completed on time without
any delay.

1.13.3 Operational Feasibility

This system bring better achievement for the operations performed by the office by providing
efficient registration and storage of customers information, easy updating ,deletion, modification
etc. This increases the efficiency of work in the office. So that one can say that the system is
operationally feasible.

1.13.4 Legal Feasibility

The project team members built the system without violating rules and regulations of the
governments as well as the organization. The system being built is for the sake of productivity of
the organization, so that the project is legally feasible.

1.13.5 Economic Feasibility

Economic feasibility is the process of identifying the financial benefits and costs associated with
the project being developed. Our system will minimize wastage of hard copy materials like paper
and record book.

1.14 Benefits and beneficiaries of the project

1.14.1 Benefits of the project
The main benefits of this system as it is computerized web based system:

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 It minimizes the customers losing time when they want to access service from the
organization.
The main use of this new proposed system is it introduces the employee of the
organization as well the customers with todays world technology.
It provides timely information to their employees and also Process Customers request on

time.
It can easily update customers record.
It can generate appropriate customer bill automatically.
It increases performance of the organization.
Enhance employee morale of the organization by providing quality service.
Improves the confidence of the system users.

1.14.2 Beneficiaries 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 KWSSO. 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 in them. So, within a short
time it becomes more profitable and famous office across the world.
Beneficiaries of the Project:

System users beneficiary

Save their time and Reduce work loads

Reduce complexity
Easily access customers information from organized database.
Control customers records and reduce data redundancy

Group members Beneficiary:

The project has initiated our team to get knowledge of how to develop the
required system application.
While struggling with some difficulties, the team got a lot of experiences of
solving problems.

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CHAPTER TWO: BUSINESS AREA ANALYSIS

In this chapter overview of the existing system, overview of the proposed system functional and
non-functional requirement of

the

system will be discussed and modeled using unified

modeling language(UML) models.

2.1 Description of current/ existing system

The main purpose of studying the existing system is to develop a new system which efficiently
performs activities than current one and understanding existing problems. To solve problems
document analysis, form designs, some constraints and rules of the existing system incorporated.

Kombolcha water supply service office (KWSSO) is a water supply office .it is using Desktop
application system. Registration of new customers and bill calculating using by this system. But,
the system cant work organized activity, detail customer information cant visible to customer,
when we see how the new customer joins the organization, it requires physical present to the
office. The organization vacancy announcement submits by paper or on the board. The
organization information mostly manually present.

2.2 Problem identified and alternative solution

2.2.1 Problem of the existing system

Most of time uses manual ways to achieve its vision and mission.
Customers and employee are not satisfied.
The customer management is not effective.
It takes more time and effort.
It is very difficult to memorize the exact shelf location and amount of data.
Difficult for vacancy announcement,
Difficult for getting feedbacks from the customer,
Difficult for prepared Customer bill,

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2.2.2 Alternative solution

After the team has identified the real problem of the existing system which is in a desktop
application system, the team suggests an alternative option to overcome the problem.
These alternative options are:

Changing the desktop application system into web based environment.

Changing the desktop application system into a web based system that works on web
based environment.

Uses computerized and automated way to achieve its vision and mission.

There will be fair service that will tend for satisfaction.

The system is lucky to easily throw exact location and exact amount of data from the
database.

Most of the task will be done by the server side machine so no need of customer and
employee to be contact.

Customers can order request by browsing at their home or office. Because, the proposed
system is web based.

An effective and centered management will be applied.

The system can generate almost all related tasks in short period of time.

Can generate and store informations to the database.

The team has analyzed all of the alternative options based on the ability of performance,
information flow and service to the users and efficiency. This analysis has enforced to select the
web based system

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2.3 Option analysis and the proposed new system

The proposed system is very easy to operate and easily handle all the data and the work done by
the existing systems. Option analysis is means of evaluating the alternative solutions in terms of
their advantages and disadvantages.
Advantage of proposed system:
The new system can be implemented without changing the organization policy.
Loss costly and easy to install.
The new system does not require more human labor.
Processing data with high speed and short hand form.
Data redundancy problem will be avoided with the proposed system.
Is to reduce human errors by providing user-friendly input and output capabilities
and record keeping.
Performance: The performance of the proposed system does provide fast
response time because it is easy to access data from the stored document.
Efficiency: the web based customer service management system by itself is short
and clear and in this system there is no duplication of data through the new
system is powerful to manage things around web based customer service
management system.
Service: the system can be visited by anybody who is a member of the
organization. The new system gives some activities when a user logged in the
system the system displays vacancy announcement for each users and displays
new posts.
Economy: when we apply web based customer service management system there
will be areas in which cost will be reduced. Example as a result of a new system
the payment too many employees will be reduced. Reduce cost of paper.
Weakness of proposed system:
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 Requires technical person to handle and manage the system.

The new system needs to have internet connection

2.4 Overview of the proposed system

As previously mentioned in statement of the problem, there are a lot of problems associated with
the current system of the organization. The main aim of the proposed system is to implement
kombolcha town water supply service office web based customer service management system
which allows easily register customer, maintenance order request, follow announcement, and
overcome to those problems.

2.5 Requirement definition

The project web based customer service management system for kombolcha water supply service
office aims at developing website for kombolcha water supply service office (KWSSO) by using
the internet based application.
The system focuses on registering customers request, producing customer bill generate,
maintenance order request, views different activity. The main objective of the project is to enable
the organization to facilitate its day to day activity efficiently by using the modern technology. It
minimizes the task load of the organization by allowing them to delegate some part of tasks to the
system.
If this project successfully completed, it will minimize wastage of hard copy materials like paper
and record book. It will illuminate some of the physical activities of the office such customers can
see their payment online without having physical contact with the employee. Customer can
maintenance order request easily by online.

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2.6 Essential use case modeling

Essential use case modeling is a simplified abstract, generalized use case that captures the
intentions of the user in a technology and implementation independent manner. It identifiers use

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case and actors of the proposed system.

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Figure 2.1: Essential use case diagram

2.6.1 Essential use case description

Use case name
Use case number
Description

Apply register for service

UC1
The customer enables to select register link and fills the form and

submit to their record request to view by customer service expert.

Actor
Customer
Pre-condition
The customer must have internet connection.
Basic course of action Step 1. The customer wants to register by selecting register link.
(Flow of event):

Step2. The system Displays the register form Page.

Step3.The customer fill the inputs his/her required status.
Step4. The customer click submit button.
Step5.The system displays the ID Number and informations of the
customer.
Step6. The use case ends.
Submit the full fill records to the KWSSO data base
of A: the filled Register information is invalid.

Post-condition
Alternate course

action:
1:Go to step 2 to fill register form again
Table 2.1: Apply register for service
Use case name
Use case number
Description

Update customer record

UC2
The customer service expert enables to select customer update link and

Update or modify the customer data and view the updated data.
Actor
Customer service expert(CSE)
Pre-condition
The CSE must login to the system by its own user name and password.
Basic course of Step 1. The CSE wants to update by selecting update customer record link.
action (Flow of Step2. The system Displays the customer update form Page.
event):

Step3.The CSE fill the inputs his/her required updated information.

Step4. The CSE click Update record button.
Step5.The system displays the updated customer information.
Step6. The use case ends.

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Post-condition
The CSE must be click update record button and logout from the CSE page.
Table 2.2: Update customer record
Use case name
Use case number
Description

Delete customer record

UC3
The customer service expert enables to select customer Delete link and

delete the customer.

Actor
Customer service expert(CSE)
Pre-condition
The CSE must login to the system by its own user name and password.
Basic course of action Step 1. The CSE wants to delete by selecting delete customer record
(Flow of event):

link.
Step2. The system Displays the customer delete form Page.
Step3. The CSE click delete link.
Step5.The system deleted customer information.

Post-condition

Step6. The use case ends.

The CSE must be click delete on required delete customer record and
logout from the CSE page.

Table 2.3: Delete customer record

Use case name
Use case number
Description

Post Vacancy
UC4
The Administrator enables to select post vacancy link and fills the form

Actor
Pre-condition

and submit to their record information and to view by any users.

Administrator
The Administrator must login to the system by its own user name and

password.
Basic course of action Step 1. The Administrator wants to post vacancy by selecting post
(Flow of event):

vacancy link.
Step2. The system Displays the post vacancy form Page.
Step3.The Administrator fills the form.
Step4. The Administrator click submit button.
Step5.The system displays the vacancy for any users.

Post-condition

Step6. The use case ends.

The Administrator must be click submit button and logout from the
administrator page.

Table 2.4: Post vacancy

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Use case name

Use case number
Description
Actor
Pre-condition
Basic course of action

Create account
UC5
Used to create account for users.
Administrator
The user should be member of the KWSSO organization.
Step 1. The administrator selects create account link.

(Flow of event):

Step2. The system displays create account page.

Step3. The administrator fills the required information and submits it.
Step4. The system validates the information.
Step5. The system registers the users into the system.

Post-condition
Alternate course

of

Step6. The use case ends.

The account is successfully created.
A. Invalid information entry.

action:
Go to step 2 to fill again.
Table 2.5: Create account

Use case name

Use case number
Description

Record meter reading

UC6
The Bill officer enables to select record meter reading link and fills the

Actor
Pre-condition

form and submit to their record information and view.

Bill officer
The Bill officer must login to the system by its own user name and

password.
Basic course of action Step 1. The Bill officer wants to record meter reading by selecting
(Flow of event):

record meter reading link.

Step2. The system Displays the record meter reading form Page.
Step3.The Bill officer fills the form.
Step4. The Bill officer click submit button.
Step5.The system displays the meter record for appropriate users.

Post-condition

Step6. The use case ends.

The Bill officer must be click submit button and logout from the

administrator page.
Table 2.6: record meter reading
Use case name
Use case number
Description

Record maintain material

UC7
The Technical supervisor enables to select record maintain material link

Actor

and fills the form and submit to their record information and view.
Technical supervisor (TSV)

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Pre-condition
The TSV must login to the system by its own user name and password.
Basic course of action Step 1. The Bill officer wants to record maintain material by selecting
(Flow of event):

record maintain material link.

Step2. The system Displays the record maintain material form Page.
Step3.The TSV fills the form.
Step4. The TSV click submit button.
Step5.The system displays the maintain material for appropriate users.

Post-condition

Step6. The use case ends.

The TSV must be click submit button and logout from the administrator

page.
Table 2.7: record maintain material
Use case name
Use case number
Description
Actor
Pre-condition
Basic course of action

View report
UC8
The manager used to View report
Manager
The data should be submitted in KWSSO database.
Step 1. The manager selects view activity link.

(Flow of event):

Step2. The system displays the View report page.

Step3. The manager press alternative view icon.
Step4. The system displays their data to manager from KWSSO
database.

Post-condition
Table 2.8: View report

Step6. The use case ends.

The employee activity is viewed by the manager.

2.7 System Requirement

The following are Functional and Nonfunctional requirements of the proposed new system that a
group member have identified from requirement use cases associated with each actor and use
case interactions.

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2.7.1 Functional requirements

The functional requirement for the system describes the functionally or services that the system
is expected to provide. It is a system requirement that describes an activity or process that the
system must perform. The users first know how to use the system. The developed system is
expected to provide the following functionalities:
The proposed system will announce vacancy,
Generate customer bill,
The proposed system Allow customer to apply register for service,
The proposed system Allow customer to order request,
The proposed system Allow register maintenance material,
The proposed system will have authentication system for any level user like administrator
employee and other users indifferent way,
Enables users to view vacancy announcement,
Hold customers personal information,
Displays new posted vacancy,
The proposed system will add data from different user of the system to the DB
Approve new customers application: support the record of the new customer to the
database if the organization adds more customers,
Modify customer data: modify the database if there is any change in the customer file.
The proposed system will search the customer file from the database,

2.7.2 Non-Functional requirements

Many non-functional requirements relate to the system as a whole rather than individual system
features. Nonfunctional requirements are behavioral properties that the system must have. The
following lists of nonfunctional requirements are expected from the system:

Scalability: The system must be compatible with any environment.

Security: should allow login to only authorized users
Reusability: Ability of an item that allows it to be used repeatedly unlike a disposable

item.
Performance: this system gives service 24 hours per day with maximum response time
so, it is easy to access data from the stored document.

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Accuracy: proposed system will be better due to reduction of error. All operation can be
done correctly and it ensures that whatever information is coming from the data base is

accurate.
Reliability: The reliability of the proposed system will be better due to proper storage of

information when users access the application.

No Redundancy: In the proposed system can be avoided reputation of data anywhere in

the database.
Availability: All data in the system will be available all the time.
Efficiency: The system must ensure allocation and use of services being requested for the

users by using minimum memory storage, cost, time and human power.
User friendly Interface: Users can easily input and retrieve their profile and history.
Error handling Exception: The system must recover immediately when a user enters
incorrect (error) data.
Efficient
o Searching a customer record should not take more time
o The system displays every window.
o The system should be user friendly.
o The system should operate as efficiently as possible.
Usability
o Usability is a term used to denote the ease with which people can employ a
particular tool or other human-made object in order to achieve a particular goal. In
o
o

this case our system possesses the following regarding to usability:

Easier to learnoperation can be learned by observing the object
More satisfying to use
Integrity
Only authorized users of the system (administrator) can able to update, modify,
delete or access data. Access is denied for unauthorized and unauthenticated users

of the system.
Maintenance
o The system should be easy to maintain and update.

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CHAPTER THREE: OBJECT ORIENTED SYSTEM ANALYSIS

3.1 Introduction
The project development team used an object oriented system development methodology.
Because the Object system development approach gives easier way to break down problems into
simple and small components so that it reduces the vague appearance of the big problem. The
major activities covered in this chapter are constructing a use case model, documenting the use
case course of events, constructing sequence and activity diagrams and user prototype about the
proposed system.

3.2 Objective of system analysis

The new system changes the current working system and provide suitable graphical user
interface.
The main objectives of the system analysis are:
Filter the problem from the current working system
Find a solution for those potential problems.
To clarify the design and implementation phase.
It plays a major role in avoiding time wastage while designing.
It helps to see the internal functions of the current system and the new proposed system
clearly and completely.

3.3 System Requirement Specifications (SRS)

3.3.1 Use case diagram
Use Case represents interaction between the user and the system.
The following use cases have been identified from the system specification
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Use case

Login
Apply register for service
Maintain register
Payment register
Post vacancy
Delete vacancy
Update vacancy
Create account
Delete account
Update customer record
Delete customer record
Maintenance order
Process payment bill
Receive maintain
View report
Record meter reading
Post vacancy
Delete vacancy
Update Vacancy

The identified actors that will be participating in the system are:

Actors
Customer
Customer service expert
Technical supervisor
Administrator
Bill officer
Manager

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Fig 3.1: UML Use case diagram

3.4 Use case documentation

The following consecutive tables show the use case documentation for each of the use cases that
has identified in the above use case diagram. Each table contains the use case name, the actor
which initiates and interacts with the use case, description of the use case and typical course of
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events that show the interaction between the actor and the use case which enable the team to
easily depict the functions of the proposed system.
Use case documentation for Login
Use case name
Description
Actor/s

Login
It allows user to login into the system
Administrator, Bill officer, customer service expert, Technical

Pre-condition
Post-condition

supervisor, manager.
The users should have registered into the system
The user will login in to the system and able to access the required home

page.
Basic course of action Step 1. Initiated when the user wants to login into the system
(Flow of event):

Step2. The system Displays the User Login Page.

Step3.The user fill the inputs his/her user name and password.
Step4. The system verifies the username and password.
Step5.The system displays the appropriate home page.
Step6. The use case ends.
From the above steps Step 1 and step 3 Actors action whereas Step 2

Step 4, Step 5 and Step 6 System response

Alternate course of The username/password is invalid.
action:

1. The system displays error message.

2. The system continues at step 2 to fill user name and password again.

Table 3.1: Use case documentation for Login

Use case documentation for Create account
Use case name
Description
Actor
Pre- condition:
Basic course of action (Flow

Create Account
Used to create account for users.
Administrator
The user should be member of the KWSSO
Step1.The administrator wants to create account.

of event):

Step2.The system displays create account page.

Step3.The administrator fills the required information and submits it.
Step4.The system validates the information.
Step5.The system registers the users into the system.
Step6.The system displays created account information.

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Step7.The use case ends.

Post- condition
The user account successfully created.
Alternative course of action
Invalid information entry.
(Flow of event):

1. The system displays error message.

2. Go to step 2 to fill again.

Table 3.2: Use case documentation for Create Account

Use case documentation for Delete account
Use case name

Delete Account
Description
It Allows Administrator to delete User account
Actor
Administrator
Pre-condition
To delete account the User account must be registered in the database.
Basic course of action Step1.The Administrator wants to delete account.
(Flow of event):

Step2.The system displays the delete account page.

Step3. The Administrator press on delete button.
Step4. The account is deleted from the system.
Step5. The system displays the remaining account.
Step6. The use case ends.
From the above steps Step 1 and step 3 Actors action whereas Step 2

Step 4, Step 5 and Step 6 System response

Alternative course of If the selected account is press delete link.
action:

1. The system displays alternative message.

2. Go to step2 to select the delete account again.

Table 3.3: Use case documentation for Delete Account

Use case documentation for Apply register for service
Use case name
Description

Apply register for service

It allows customer to register the DB, A customer requests registration by

Actor
Pre-condition

using online application for KWSSO web page.

Customer
The customer should have internet access and get the home page of

Post- condition

KWSSO.
The customer can join the organization and access online service from the

Basic

course

office.
of Step1.Initiated when the Customer wants to register to the DB

action

(Flow

of Step2.Customer opens the home page and click apply register for register

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event):

link.
Step3.The system displays the Customer register page.
Step4.Enter the correct & all necessary information.
Step5. Initiate the system to sends to the organization.
Step6. The use case ends.
From the above steps Step 1,Step 2, and step 4 Actors action whereas Step

3 Step 5 and Step 6 System response

Table 3.4: Use case documentation for Apply register for service
Use case documentation for Update customer record
Use case name
Description
Actor
Pre-condition

Update customer record

It allows updating previously recorded customer data.
Customer service expert
The customer must be registered & customer service expert login to the

system and the data of the customer should be ready.

Basic course of action Step1. Customer service expert open the home page.
(Flow of event):

Step2. Customer service expert Enter login address on the login page.
Step3. The system check is the correct address or not.
Step4. Customer service expert enter customer ID of the intended
Customer.
Step5. The system validates the customer ID.
Step6. The system searches and display customer detail.
Step7. Customer service expert enter new modification.
Step8. System updates the information and displays it.
Step9. End use case.
From the above steps Step 1,Step 2, Step 4, and Step 7 Actors action

whereas Step 3, Step 5, Step 6, Step 8, and Step 9 System response

Post- condition
The customer service expert will have updated customer data.
Table 3.5: Use case documentation for Update customer record
Use case documentation for Delete customer record
Use case name
Description
Actor
Pre-condition

Delete customer record

It allows removing customer from KWSSO database.

Customer service expert
The customer must be registered & customer service expert login to the
system.

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Post- condition

The customer service expert will have deleted customer or The

customer will be discarded from the system database.

Basic course of action Step1. Customer service expert open the home page.
(Flow of event):

Step2. Customer service expert Enter login address on the login page.
Step3. The system check is the correct address or not.
Step4. Customer service expert enter customer ID of the intended
Customer.
Step5. The system validates the customer ID.
Step6. The system searches and display required customer.
Step7. The system deletes the customer.
Step8. End use case
From the above steps Step 1,Step 2, Step 4, and Step 7 Actors action
whereas Step 3, Step 5, Step 6, Step 7, and Step 8 System response

Table 3.6: Use case documentation for Delete customer record

Use case documentation for Order maintenance
Use case name
Description
Actor
Pre-condition
Post- condition
Basic course of action

Order maintenance
It allow customer to order maintenance request.
Customer
The customer initiated to order maintenance request.
Maintenance order will be recorded to the system.
Step1. Customer open the homepage

(Flow of event):

Step2. Customer selects maintenance order form from the home page.
Step3. The customer enters their ID.
Step4. System validates the customer ID.
Step5. The customer enters maintenance detail in the form.
Step6. The system responses view its own request and the other
customer request list to the customer.
Step7. End use case
From the above steps Step 1,Step 2, Step 3, and Step 5 Actors action
whereas Step 4, Step 6, and Step 7 System response

Table 3.7: Use case documentation for Order maintenance

Use case documentation for Receive maintenance
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Use case name

Description
Actor
Pre-condition
Post- condition

Receive maintenance
It allows receive and approve customer maintenance order process.
Technical supervisor.
The customer should order the maintenance.
Customer maintenance order should be transferred and service being

delivered.
Basic course of action Step1.Technical supervisor open the homepage
(Flow of event):

Step2. Technical supervisor insert the login address on the page.

Step3. System validates the address.
Step4. Technical supervisor checks and see the problem.
Step5. Technical supervisor take the order from the customer.
Step6. End use case
From the above steps Step 1,Step 2, Step 4 and Step 5 Actors action

whereas Step 3, and Step 6 System response

Table 3.8: Use case documentation for Receive maintenance
Use case documentation for View report
Use case name
Description
Actor
Pre-condition

View report
It allows View report from different employee.
Manager
They should have prepared data by the employee of the organization

Post- condition

and customer.
The manager sees the View report prepared by the office employees.

Basic course of action Step1. The manager opens the home page.
(Flow of event):

Step2. The manager Enter his/her user name and password.

Step3. System validates the address.
Step4. The manager View report.
Step5. End use case.
From the above steps Step 1,Step 2 and Step 4 Actors action

whereas Step 3, and Step 5 System response

Table 3.9: Use case documentation for View report
Use case documentation for Process payment bill
Use case name
Description
Actor
Pre-condition
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Process payment bill

The system calculates the cost of bill.
Bill officer
The Bill officer should get the current water meter reading value of the
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customer.
Post- condition
The customer bill will be calculated.
Basic course of action Step1. Bill officer Open the homepage.
(Flow of event):

Step2. Bill officer Enter user name and password.

Step3. System validates it.
Step4. Bill officer Enter current water meter reading of the customer and
other important information.
Step5. Initiate the system to calculate the cost.
Step6. End use case
From the above steps Step 1,Step 2 and Step 4 Actors action whereas
Step 3, Step 5 and Step 6 System response

Table 3.10: Use case documentation for process payment bill

Use case documentation for Record meter reading
Use case name
Description
Actor
Pre-condition
Post- condition
Basic course of action

Record meter reading

The bill officer reads water meter reading.
Bill officer
Bill officer should have collected reading.
The current meter reading of the customer will recorded.
Step1. Bill officer Open the homepage.

(Flow of event):

Step2. Bill officer should collect water meter.

Step3. Bill officer Enter the address.
Step4. System validates the address.
Step5. System retrieves the customer ID & customer detail.
Step6. Bill officer Enter the current reading to the system.
Step7. End use case.
From the above steps Step 1,Step 2, Step 3 and Step 6 Actors action

whereas Step 4, Step 5 and Step 7 System response.

Table 3.11: Use case documentation for Record meter reading
Use case documentation for Post vacancy
Use case name
Description
Actor
Pre-condition
Post- condition

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Post vacancy
Administrator used to post vacancy.
Administrator
Administrator first login to the system.
Posted vacancy viewed by all users of the system

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Basic course of action Step1. Administrator Open the homepage.

(Flow of event):

Step2.Administrator login to the system.

Step3. Administrator click on post vacancy link.
Step4. Administrator fills the post vacancy form.
Step5. Administrator click submit button.
Step6. End use case.

Table 3.12: Use case documentation for Post vacancy

Use case documentation for Delete Vacancy
Use case name
Description
Actor
Pre-condition

delete Vacancy
It allows removing post vacancy from KWSSO database.
Administrator
The Vacancy must be registered into DB & Administrator login to the

Post- condition

system.
The Administrator will have deleted vacancy or The posted vacancy

will be discarded from the system database.

Basic course of action Step1. Administrator opens the home page.
(Flow of event):

Step2. Administrator Enter login address on the login page.

Step3. The system check is the correct address or not.
Step4. Administrator click delete vacancy link.
Step5. The system deletes the vacancy.

Step6. End use case

Table 3.13: Use case documentation for Delete post vacancy

Use case documentation for record maintain material

Use case name
Description
Actor
Pre-condition
Post- condition
Basic course of

Record maintenance material

It allows material to register the database.
Technical supervisor.
Technical supervisor first login using its own username and password
Technical supervisor register the material into KWSSO database
Step1. Technical supervisor open the home page.

action (Flow of Step2. Technical supervisor enter its own username and password to login.
event):

Step3. Technical supervisor click the record maintenance material link.

Step4.Enter the correct & all necessary information.

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Step5. Initiate the system to sends to the organization.

Step6. The use case ends.
Table 3.14: Use case documentation for record maintain material

3.5 Sequence diagram

A sequence diagram in a unified modeling language (UML) is a kind of interaction diagram that
shows how processes operate with one another and in what order. It is a construct of a Message
Sequence Chart. A sequence diagram shows object interactions arranged in time sequence. [2]

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Fig 3.2: UML Sequence diagram for Customer Apply Register for service

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Fig 3.3: UML Sequence diagram for different activity

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Fig 3.4: UML Sequence diagram for Update Customer record

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Fig 3.5: UML Sequence diagram for Order Maintenance

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Fig 3.6: UML Sequence diagram for Delete customer record

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Fig 3.7: UML Sequence diagram for Receive Maintenance

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Fig 3.8: UML Sequence diagram for Create account

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Fig 3.9: UML Sequence diagram for Delete account

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Fig 3.10: UML Sequence diagram for Login

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Fig 3.11: UML Sequence diagram for water record

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3.6 Activity diagram

An Activity diagram is similar to a flowchart to represent the flow from one activity to another
activity. Activity diagrams and State chart diagrams are related. While a State chart diagram
focuses attention on an object undergoing a process (or on a process as an object), an Activity
diagram focuses on the flow of activities involved in a single process. The Activity diagram
shows how these single-process activities depend on one another. [5]
Activity diagrams model is a high level business or processes or transitions between states of a
class. In this activity diagram tried to document the flow of logic for the major business
processes.

Fig 3.12: UML activity diagram for Apply Register for service for service

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Fig 3.13: UML activity diagram for Login administrative staffs

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Fig 3.14: UML activity diagram for View report

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Fig 3.15: UML activity diagram for Record meter reading

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Fig3.16: UML activity diagram for Process payment bill

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Fig 3.17: UML activity diagram for Receive maintenance

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Fig 3.18: UML activity diagram for Order maintenance

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Fig 3.19: UML activity diagram for Create account

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Fig 3.20: UML activity diagram for Delete account

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Fig 3.21: UML activity diagram for Delete customer record

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Fig 3.22: UML activity diagram for Update customer record

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Fig 3.23: UML activity diagram for post vacancy

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3.7 User interface prototype

User interface prototyping is an iterative development technique in which users are actively
involved in the mocking-up of the UI for a system. [11]

Fig 3.24: User interface prototype

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CHAPTER FOUR: SYSTEM DESIGN

4.1 Introduction
This chapter mainly concerned with the design part of customer service management system. In
order to make the implementation easy the design is very important.
In this chapter we will see the different type of class type architecture such as user interface
layer, process/control layer, business/domain layer, persistence layer and system layer and also
different types of system modeling techniques that are used for the implementation of the system
such as class modeling, state chart modeling and also some system design techniques such as
user interface design are also to be covered in this chapter.
Generally this chapter is describes how the project is designed, what tasks done under this
project.

4.2 Class Type Architecture

Class type architecture provides a strategy for layering the classes of the system to distribute the
functionality of the software among classes. Furthermore, class type architectures provide
guidance as to what other types of classes a given type of class will interact with, and how that
interaction will occur. This increases the extensibility, maintainability, and portability of the
systems. [4]
Interface This layer wraps access to the logic of our system. This layer consists of interface
Class user interface (UI) classes that provide people access to our system.
Domain- This layer implements the concepts pertinent to our business domain, focusing on the
data aspects of the business objects, plus behaviors specific to individual objects.
Process- The process layer implements business logic that involves collaborating with several
domain classes or even other process classes.
Persistence- Persistence layers encapsulate the capability to store, retrieve, and delete
objects/data permanently without revealing details of the underlying storage technology.

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System- System classes provide operating-system-specific functionality for your applications,

isolating your software from the operating system (OS) by wrapping OS-specific features,
increasing the portability of your application.

Figure 4.1: Class type architecture

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4.3 Class modeling

Class diagrams in the Unified Modeling Language (UML) is a type of static structure diagram
that describes the structure of a system by showing the system's classes, their attributes,
operations (or methods), and the relationships among the classes. The class diagram with its
corresponding objects will be present in the following diagram. [4]

Fig 4.2: Class diagram

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Transition

Intermediate state
Intermediate state

4.4 State chart modeling

Initial object

Confirmation Order

Cancelis shows the change

The state chart diagram
of an object through time from one state to the other
Action
State object

Action
Confirmation Order
State
state. State
chartobject
modeling is used to show the
sequence of
states that an object goes through, the
Cancel

Initialization
events that cause the transition from one state to the other and the actions that result from a state
Initial object

change. The following figure shows the state of the objects. [7]

Initialization

Finish

Fig 4.3: State chart diagram for login

Finish

Idle

Login event

Fill user n

Fig 4.4: State chart diagram for Update payment

Idle

Update payment

Check the va

Display
theth
Check

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Update pay

Transition

Intermediate state

Cancel
State object

Action

Confirmation Order

Initial object
Initialization

Finish

Fig 4.5: State chart diagram for record meter reading

Idle

Record meter reading event

Check t

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Register me

Transition

Intermediate state

Initial object

Cancel
State object

Confirmation Order
Action

Initialization

Finish

Fig 4.6: State chart diagram for Material register

Idle

Material register event

Fill the

Check the valid

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Register the m

Transition

Intermediate state
Cancel

Initial object

Confirmation Order
Action

State object

Initialization

Finish

Fig 4.7: State chart diagram for Customer register

Idle

Customer register event

Fill the

Check the

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Register customer, View the c

Transition

Intermediate state
Cancel
State object

Initial object

Confirmation Order
Action

Initialization

Finish

Fig 4.8: State chart diagram for view report

Idle

View report

Fill user na

Check the

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View the d

Transition

Intermediate state
Cancel

Initial object

Confirmation Order
Action

State object

Initialization

Finish

Fig 4.9: State chart diagram for post vacancy

Idle

Post vacancy event

Fill the

Check the

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Post and

Transition

Intermediate state
Cancel
Initial object

Action

Confirmation Order

State object

Initialization

Finish

Fig 4.10: State chart diagram for create account

Idle

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Create account event

Fill the fo

Check the val

View cre

4.5 Component Modeling

Component diagrams show how the physical components of a system are organized. And also
shows which component or objects will be accessed by whom and what type of security
infrastructures it is using. The diagram is simulated below.

Fig 4.11: Component Modeling

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4.6 Deployment modeling

Deployment modeling is used to show the hardware of the system, the software that is installed
in the hardware and also shows how the software and the hardware components work together.
[3]

Fig 4.12: deployment Modeling

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4.7 User Interface design

User interface design is the overall process of designing how a user will be able to interact with a
system. [6]
The goal of user interface design is to make the user's interaction as simple and efficient as
possible, in terms of accomplishing user goals.

Kombolcha
Water Supply Office Customer Service Management System
Home Users Information Feedback

Customer About

Contact As

Us

Copy right @20014 Customer service managenment System

Fig :4.13 Home page

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Login

Login
User Name
Password

Login

Reset

Fig :4.14 login form UI

Create Account
First Name:
Last Name:
Email:
Password:

Customer Registration

Date:
Re_EnterPassword:
First
Name:
User
Name:
Last Name:
Email:
Request:

Submit

Reset

Telephone:
Fig :4.15 Create accounte form UI
Category:
House No:
Kebele:
City:
Meter Size:

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Submit

Reset

Fig :4.16 Customer Register form UI

Delete & Update Account Form

Record_n
o

Actio
n

Update

Delet

First
nam
e

Last
nam
e

Emai
l

passwor
d

Reenter
passwor
d

Fig :4.17 Update Delete Account form UI

Search for Customer Record

Enter Customer ID
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Submit
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User
nam
e

Fig :4.18 Search Customer UI

Delete or Update Customer record

Custom
er ID
Update

Action

Dat
e

First
name

Last
name

Email Requ
est

Phon Categor House

e
y
No

Kebel
e

Cit
y

Meter
size

Delete

Fig :4.19 Delete Update Customer record form UI

Resource recording
Material Name:
Material Price:
Material Size:
Material Photo:
Status:

Submit

Reset

Fig :4.20 Register maintain material form UI

Delete/Update resource recording

Material ID
Update

Action
Delete

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Material Name

Material Price

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Material Size

Material Photo

Status

Fig :4.21 Delete update maintain material

Search resource
Enter Material ID

Submit

Fig :4.22 Search maintain material UI

Bill processing
View customer payment bill
Customer ID:
Enter Customer ID
First Name:

Submit
Last Name:
Category:
Date:
Fig :4.23 Search payment UI
Meter Size:
Previous record:
Current record:
Difference:
Payment: Birr:

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Submit

Reset

Fig :4.24 Payment register form UI

Delete or Update outdated Vacancy

Record
No

Action

Update

Delete

No

Qualificati Experience
on

Required

Fig :4.25 Delete update vaccancy

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Place

Departme
nt

Date of
Applicatio
n

Det
ail

Post Vacancy Form

Number:
Qualification:
Work Experience:
Required No:
Place of work:
Department:
Date of Application:

Submit

Reset

Fig :4.26 Post vaccancy form UI

CHAPTER FIVE: IMPLIMENTATION

5.1 System Implementation
Implementation is the phase where objectives of physical operations of the system turned into
reality i.e. real working model. The crucial phase in the system development life cycle is the
successful implementation of the new system design. The process of converting as new system
into an operational one is known as system implementation. This includes all those activities that
take place to convert from an old system to a new system.

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Fig 5.1: home page

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Fig 5.2: Customer page

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Fig: 5.3 Order Request form

Fig: 5.4 Bill generate form

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Fig 5.5: Administrator page

Fig: 5.6 Admin login form

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Fig 5.7: Bill officer page

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Fig 5.8: Technical supervisor page

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Fig: 5.9 Technical supervisor login

Fig 5.10: Customer service expert page

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Fig 5.11: Manager Page

5.2 Coding
First phase of implementation is coding. Coding is the process whereby the physical design
specification created by the designers is turned in to working computer code by the programmer.
Modern language that used is Hypertext Preprocessor (PHP). [11]
The code is made simple in such a way that another programmer can easily understand and work
on that in future.
Sample code for create database and table created
<?php
mysql_connect("localhost","root","");
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mysql_query("create database if not exists water44") or die(mysql_error());

mysql_select_db("water44"
);
mysql_query("CREATE TABLE IF NOT EXISTS `Comment` (
`record_no` int(30) NOT NULL AUTO_INCREMENT,
`name` varchar(30) NOT NULL,
`email` varchar(30) NOT NULL,
`comment` varchar(1000) NOT NULL,
PRIMARY KEY (`record_no`)
)");
mysql_query("CREATE TABLE IF NOT EXISTS `Creataccountadmin`(
`record_no` int(30) NOT NULL AUTO_INCREMENT,
`first_name` varchar(20) NOT NULL,
`last_name` varchar(20) NOT NULL,
`email` varchar(20) NOT NULL,
`password` varchar(20) NOT NULL,
`re_password` varchar(20) NOT NULL,
`user_name` varchar(20) NOT NULL,
PRIMARY KEY (`record_no`)
)");

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mysql_query("INSERT INTO `Creataccountadmin` (`record_no`,`first_name`, `last_name`,

`email`, `password`, `re_password`,`user_name`) VALUES ('1', 'alex', 'man', 'a@gmail.com',
'aaaaaa','aaaaaaa', 'admin'), ('2', 'adamu', 'man', 't@gmail.com', '111111','111111', 'adamu')
;");
mysql_query("CREATE TABLE IF NOT EXISTS `Registercustomer` (
`id_no` int(30) NOT NULL AUTO_INCREMENT,
`date` date NOT NULL,
`first_name` varchar(30) NOT NULL,
`last_name` varchar(30) NOT NULL,
`email` varchar(30) NOT NULL,
`request` varchar(30) NOT NULL,
`phone_number` varchar(30) NOT NULL,
`catagory` varchar(30) NOT NULL,
`house_number` varchar(2) NOT NULL,
`kebele` varchar(30) NOT NULL,
`city` varchar(30) NOT NULL,
`metre_size` varchar(30) NOT NULL,
PRIMARY KEY (`id_no`)
)");
mysql_query("CREATE TABLE IF NOT EXISTS `Payment` (
`id_no` int(30) NOT NULL,
`first_name` varchar(30) NOT NULL,
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`last_name` varchar(30) NOT NULL,

`catagory` varchar(30) NOT NULL,
`day` varchar(30) NOT NULL,
`mounth` varchar(30) NOT NULL,
`year` varchar(30) NOT NULL,
`mete_size` varchar(2) NOT NULL,
`previous_record` varchar(30) NOT NULL,
`current_record` varchar(30) NOT NULL,
`difference` varchar(30) NOT NULL,
`birr` varchar(30) NOT NULL,
PRIMARY KEY (`id_no`)

)");
mysql_query("CREATE TABLE IF NOT EXISTS `Vaccancy` (
`record_no` int(30) NOT NULL AUTO_INCREMENT,
`number` int(30) NOT NULL,
`qualification` varchar(30) NOT NULL,
`work_experiance` varchar(30) NOT NULL,
`required_no` int(30) NOT NULL,
`place_work` varchar(30) NOT NULL,
`departement` varchar(30) NOT NULL,

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`date` varchar(30) NOT NULL,

`detail` varchar(30) NOT NULL,
PRIMARY KEY (`record_no`)
)");
mysql_query("CREATE TABLE IF NOT EXISTS `material` (
`material_no` int(30) NOT NULL AUTO_INCREMENT,
`material_name` varchar(30) NOT NULL,
`material_price` varchar(30) NOT NULL,
`material_size` varchar(30) NOT NULL,
`status`varchar(30) NOT NULL,
PRIMARY KEY (`material_no`)
)");
mysql_query("CREATE TABLE IF NOT EXISTS `Creataccountbillofficer`(
`record_no` int(30) NOT NULL AUTO_INCREMENT,
`first_name` varchar(20) NOT NULL,
`last_name` varchar(20) NOT NULL,
`email` varchar(20) NOT NULL,
`password` varchar(20) NOT NULL,
`re_password` varchar(20) NOT NULL,
`user_name` varchar(20) NOT NULL,
PRIMARY KEY (`record_no`)

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)");
mysql_query("INSERT INTO `Creataccountbillofficer` (`record_no`,`first_name`, `last_name`,
`email`, `password`, `re_password`,`user_name`) VALUES ('1', 'alex', 'man', 'a@gmail.com',
'aaaaaa','aaaaaaa', 'bill'), ('2', 'adamu', 'man', 't@gmail.com', '111111','111111', 'bill')
;");
mysql_query("CREATE TABLE IF NOT EXISTS `orderrequest` (
`record_no` int(30) NOT NULL AUTO_INCREMENT,
`id_no` int(30) NOT NULL,
`first_name` varchar(30) NOT NULL,
`last_name` varchar(30) NOT NULL,
`request` varchar(30) NOT NULL,
`phone_number` varchar(30) NOT NULL,
`catagory` varchar(30) NOT NULL,
`house_number` varchar(2) NOT NULL,
`kebele` varchar(30) NOT NULL,
`city` varchar(30) NOT NULL,
`metre_size` varchar(30) NOT NULL,
`Description` varchar(1000) NOT NULL,
PRIMARY KEY (`record_no`)
)");
?>

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5.3 Testing
The final phase of implementation is testing. Testing is a process to show the correctness of the
program. Testing is checking of the system workability in an attempt to discover errors and
avoiding such errors from the system. In this the team members tested the entire system as a
whole with all forms, code, modules. In this we tested all the functionalities in the system. All
errors in the forms, functions, modules have been tested. The following are different testing
strategies.

5.3.1 Unit Testing

Unit testing is every module of the system is separately tested. It is often done by the
programmer to test that the unit he/she has implemented is producing expected output against
given input.
Test Case1

Unit to Test = Create Account

Assumptions = The user account is created
Test Data = First name (empty ,invalid First name, Valid First name)
Last name (empty ,invalid Last name, Valid Last name)
Email( empty, invalid email, valid email)
Password (empty. Invalid Password, valid Password)
Reenter password (empty. Invalid Password, valid Password)
Username ( empty ,Invalid Password, Valid Password)
Steps to be Executed
Data
Expected Results
Empty First name and Click
submit button
Invalid First name and Click
submit button
Enter Valid First name, empty
Last Name and Click submit
button
Enter Valid First name ,
invalid Last Name and Click
submit button
Enter Valid First name and
Last Name, empty Email and
Click submit button
Enter Valid First name, and
Last Name, invalid Email and
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Any valid data for the other fields

Please Enter First Name!

First name= Abebe123

Any valid data for the other fields
First name= Abebi
Any valid data for the other fields

Invalid First Name!b/c it may

be Enter number.
Please enter Last Name name!

First name= Abebi

Last Name=-belay4
Any valid data for the other fields
First name= Abebe
Last Name=belay
Any valid data for the other fields
First name= Abebe
Last Name=belay

Invalid Last Name!b/c it may

be Enter number.

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Please Enter Email!

invalid Enter! Please Enter Like

dawit@gmail.com!

Click submit button

Enter Valid First name, Last
Name and Email, empty
Password and Click submit
button
Enter Valid First name, Last
Name, Email and, invalid
password and Click submit
button
Enter Valid First name, Last
Name and Email, Password
,empty Reenter Password and
Click submit button
Enter Valid First name, Last
Name and Email, Password
,invalid Reenter Password
and Click submit button

Enter Valid First name, Last

Name, Email, Password,
Reenter Password and empty
Username and Click submit
button
Enter Valid First name, Last
Name, Email, Password,
Reenter Password and invalid
Username and Click submit
button

Email address=alexyahoo.com
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Password=123
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Password=123456
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Password=123456
Reenter password=12345r
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Password=123456
Reenter password=123456
Any valid data for the other fields
First name= Abebe
Last Name=belay
Email address=alex@yahoo.com
Password=123456
Reenter password=123456
User Name=ee
Any valid data for the other fields
All fields Fulfill with valid data

Enter Valid First name, Last

Name, Email, Password,
Reenter Password and
Username and Click submit
button
Table 5.1: Test Case1: for Create Account
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Please Enter password

Password is too short!! it must

contains atlist 6 character

Please confirm password

Password does not match

please enter user_name

user_name is too short!! it must

contains atlist 3 character

The user account is created

5.3.2 System Testing

It is the final step of testing. In this the team members tests the entire system as a whole with all
forms, code, modules. This form of testing is popularly known as Black Box testing or System
tests. In this the team members tests all the functionalities in the System. All errors in the forms,
functions, modules are tested.

Hardware and software acquisitions for Implementation

For the project implementation, the following hardware and Softwares are used.
Hardware:

Printer: For printing Documentation

Computers
Flash Disk(4 GB)

Software:-

Microsoft office 2010

Macromedia Dreamweaver
Wamp server
Firefox browser
Adobe photo shop

5.4 User manual preparation

In order to access the system, first of all every user must have an account or permission from
administrator; except customer, customer can access the page simply. So administrator should
have to create an account for every user like Customer Service Expert, Manager, Technical
supervisor, Bill officer and itself. Users should enter to the system parts by using their individual
User Name and password. These User Name and password is created by the administrator.
Finally the user can access the system by their current ID and Password.

CHAPTER SIX: CONCLUSIONS AND RECOMMENDATION

6.1 Conclusions
The Web Based Customer Service Management System for kombolcha water supply service
office (KWSSO) process made computerized to reduce human errors and to increase the
efficiency. The main focus of this project is to lessen human efforts. The maintenance of the
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records is made efficient, as all the records are stored in the database, and also data can be
retrieved easily. The editing is also made simpler. The user has to just type in the required field
and press the update button to update the information.
The customer is given a particular unique id number. So that they can be accessed the system
correctly by his/her ID without errors. Our main aim of the project is to get the correct
information about a particular customer and give some of the information and service needed for
the customer and make it more profitable than the previous desktop system by:

Reduce the number of employee

Minimize the time required to perform task
Minimize the work load of employees
Increase employee satisfaction

6.2 Recommendation
The system we have developed is an application web based system it needs a skilled person to
work with the system. So, we recommend the system should be required the responsible and
skilled person. We highly recommend the system should be kept in highly safe and favorable
condition.
As a new system developer,we recommend the following functionalities are more done such as: Registration new customer
Post vacancy

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The Web Based Customer Service Management System for kombolcha water supply service

office (KWSSO) has implemented most of the services of the office. However, there are some issues
that need further investigation and we recommend them as future work. These include the following:

Employee management
Pay rolling and the likes

References
1.

http://en.wikipedia.org/

2. http://en.wikipedia.org/wiki/Sequence_diagram
3. http://www.tutorialspoint.com/
4. http://en.wikipedia.org/
5.

http://creately.com/blog/

6. http://edutechwiki.unige.ch/
7. http://www.tutorialspoint.com/
8. https://www.youtube.com/
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9. http://stackoverflow.com/
10. books, Newspaper and employee interview
11. http://www.ambysoft.com/l
12. Bell. D. (2000).Software engineering a programming Approach. (3rd edition)USA:

Pearson Education limited

13.

Beginning PHP5, Apache, MySQLWeb Development, Waley publishing, Inc

14.

PHP5 and MySQL Bible, Tim Converse and Joyce Park with Clark Morgan, Inc

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