CUSTOMER CARE

1. Introduction:

1.1 Purpose:
The Customer Care System(CCS) is intended to help the needy person who requires help in police,fire brigade and ambulance. This system quarantees quick response in the repective field through just a call.

1.2 Scope:
The Customer Care System would help a person for the quick help from the respective field. 1. At the end of a System, It takes care of the needed person. 2. CCS also maintains a list of goods registered and various qualified field person i.e good doctors,good nurses etc.

1.3 Definitions, Acronyms, and Abbreviations:

1. CCS:The term stands for "Customer care system" and would be used throughout this SRS document. 2. Doctors:The term doctors is the qualified person who helps the injured person. 3.Police:-

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The term police is also the qualified and trained person who investigate the accidental area. 3. Fire brigade:The term refers to persons who helps to control fire.

1.4 References:
1. www.google.com 2. www.wikipedia.org 3. Software Engineering . A practitioners approach Ed. By pressman, Roger

1.5 Overview:
This document contains necessary explanations and representations regarding the working of CCS. i.e. activity and work flow, which includes various UML diagrams, system requirements etc.

2. General Description
CCS system basically provides the following functions: 1. It helps the needed persons who is wounded in accident . 2. It helps the police to investigate quickly and accurately. 3. It helps the fire briage persons to know where the fire is set.

2.2 User Characteristics

The system has mainly following users:
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1. Needed person/wounded person.

He/She who needed help from the doctors or police or fire brigade.

2. Doctors
He/She who helps the wounded person and gives appropriate medicines or checkups.

3. Police
They help persons to invastigate how/why accident occured.

2.3 General Constraints:

CCS works under several different conditions and constraints as mentioned below: 1. Hardware Limitations: SAS would fail to work properly,if it does not have suitable API(application package interface) of a Barcode machine and output device and printer. 2. Parallel operation: All the operations in CCS are to be required simultaneously in several different parts of execution. 3. Control function: The main Control function of CCS is the module which interacts with needed person and accordingly. 4. Reliability requirements: CCS is reliable to the extent that it restores system from a previous checkpoint in cause of emergency shutdown or system damage. It also prevents Data theft or leakage by deploying suitable cryptographic scheme in the Database stored.

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2.5 Assumptions and Dependencies:

Following are various assumptions and dependencies of CCS:-

1. Customer care works on calling system. 2. The persons are qualified enough to help any needed person.

3. Specific Requirements: 3.1External Interface Requirements

3.1.1 User Interfaces
Customer care is to be used by the person who really needs the help in really. It displays various features on its cudtomercare service station for user-friendliness. It presents a Transaction Layout where call would be taken through the customer care and automatic machine will pass that information to the serviser and as per the requirement the helper will serve the service to the place. In the Inventory Management Layout, it allows a protected authorization where various list and categories of customers are there for the help. This Layout also allows the user to get needed help and supply of the needed things.

3.1.2 Hardware Interfaces

The CCS software is not an independent and totally selfcontained software,because it requires just a call.CCS is totally platform-independent.

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4.1 Diagrams for customer care system:

Customer care
Call for the help

Clint Give the proper info to helper

extends Take the info.

Check FIR and complain book

Police Give the quick responce

uses Check the patient Nurse and Medicines

Doctor

Give proper medicines and Advice

extends

Oxygen mask or tablets

Pick calls &notes complain

Office or call canter

Gives info to the nearer & appropriate center

uses Ambulance and etc.

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4.1 Usecase for customer care

CCS doesn't support any networking protocol as it has no option for transferring its output information through network cables or wireless media.Though it supports only calling and its a toll free.

4.2 Level 0 diagrame for customer care:

level:0

Give the responce needed person Responce to customer Police

Call to customer care Give responce

Inform about complain Inform about complain

Ambulance

give responce

give responce

Fire brigade

In level 0 digram for customer care system there are main function which is connected with other three services which are Ambulance, firebrigade, and police help. This are the main functionality for the customer care service. When needed person call s to customer care system the system will forward data to according functional required service. And further data will be proceed by according functions.

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4.3 Level 1 diagrame for ambulance:

Call for medical help patients Doctor gives treatment Call to nearer Driver or doctor
Ambulance

Info of person

Quick responce

Call to Doctor Doctor Call center Retrive call and Generate info.

clinic reserved records

Level:1

In ambulance when they receive data from the customer care they will proceed further for the calling doctor and give information to driver about the path and place. They will go to that place and give help to needed person as per the requirement.

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4.4 Lvel 1 diagrame for fire brigade:

Call at fire station for help

client

Giving info for helping

Fire Brigade

Office

Give permission Give location & help the client

Fire brigade helper

Database of user Info about client

Level:1

In Fire brigade when they receive data from the customer care they will proceed further for the give information to driver and fire brigader about the path and place of fire. They will go to that place and give help to needed person as per the requirement.

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4.5 Level 1 diagram for Police station:

Database of user

Calls to police station

Needed Person

Help to needed person

Police station

Gather Info. from FIR

Retrive info.

Constable

Perform Action related FIR

Police

Level:1

In police system when they receive data from the customer care they will proceed further for the give information to driver and constable about the path and place of needed person. They will go to that place and give help to needed person as per the requirement.

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4.6 Entity Relation diagream for Ambulance:

5.0 Functional Requirements:

Customer care performs the following functions for carrying out the help to needed person which are expressed in detail below:-

It helps needed person who are really need help of customer care for three perpose like ambulance, fire brigade and police help. At the time of any type of emergency customer has to call only to the customer care service and it will call forward to according requirement of customer. Customer who need medical help will forwarded to medical team and according to that it will forward the message to fire brigade and police station.

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6.0 Recommendations:

This study supports fire based customer service, emergincy medical service, police service as means to secure the future of the all services. Organizations should appreciate that with change comes both conflict and resistance from within. Managers should plan to secure broad-based support from the administrative team and the labor force as early as possible. Open communications, necessary training, and educational development require the support of all key players prior to the implementation of any customer service program. The time and energy devoted to gaining employee input regarding a customer service program is time well 26 spent, and will result in a shared vision of ownership in the program. Encourage other fire service organizations to look at their customer service. Look for opportunities to support your service and its mission by enhancing your value to the community through insuring customer satisfaction with your service. The successes of similar fire-based customer service programs should motivate organizations to adopt their own program, before they are pushed into action from a threat or public outcry of dissatisfaction. The Bangor Fire Department should continue to review the data from the customer service survey cards and adjust its service deliveryas necessary. Develop a data base that can be utilized to illustrate the actual statistics of providing true customer service. Read the EMS and Fire Service journals to remain current on changing trends and adjust services to meet the needs of the customers. Train all personnel to understand how the specific system utilized by the department will work and prepare the service too integrate with it. Periodically evaluate and modify the system through fine tuning, until it is an inseparable part of the organizations culture. Expand the program to include the other services offered by the organization. In conclusion, fire service leaders need to be visionaries. They need to apply creative management techniques to the fire department by exploring any new idea or in scrutinizing concepts proven in the business world for possible adoption into their organization. They key to success of the fire service organization will be discovered through taking a pro-active approach designed to mainstream the department. Customer service may be the first concept that should be considered by many organizations. No administrator should sit back and wait until they are forced to act. They should, however, research new ideas and concepts that will enable them to ensure the future of their fire service organization by satisfying their customers needs.

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