Xem Yourbank CRM Srs v1-0-1

YourBank
Customer Relationship Management
Software Requirement Specifications

Project Code: CRM-Online
Document Code: CRM_SRS_v1.0.1
HCMC, Apr-2014
1
YourBank - CRM - Software Requirement Specification
Record of change
*A - Added M - Modified D - Deleted

Effective Changed Items A* Change Description New Version
Date M, D
Jan 13, A The first version 1.0

2010
Jan 04, 5. Nonfunctional A Add more requirements 1.0.1

2014 requirement
SIGNATURE PAGE
2
AUTHOR: Name: FPT Software Signature:

Title: Date:
REVIEWERS: Name: ___________ Signature:

Title: Date:
APPROVAL: Name: ___________ Signature:

Title: Date:
Name: Signature:
Title: Date:
3
Table of Contents
Contents
YourBank................................................................................................................
Customer Relationship Management.......................................................................
Software Requirement Specifications......................................................................
Project Code: CRM-Online.......................................................................................
Document Code: CRM_SRS_v1.0.1..........................................................................
Record of change.....................................................................................................
SIGNATURE PAGE....................................................................................................
Table of Contents.......................................................................................................
1.1. Purpose...........................................................................................................
1.2. Definitions, Acronyms, and Abbreviations............................................................
1.3. References.......................................................................................................
2. High Level Requirements.........................................................................................
2.1. Product Perspective...........................................................................................
2.2. Actors and Use Cases Descriptions....................................................................
2.2.1. Diagram...................................................................................................
2.2.2. Actors Description.....................................................................................
2.2.3. Use Cases Description................................................................................
2.2.4. Use Case & Actor mapping.........................................................................
2.3. Operating Environment....................................................................................
2.4. Assumption and Dependencies.........................................................................
3. Functional Requirements........................................................................................
3.1. Module 01......................................................................................................
3.1.1. UC01: Login.............................................................................................
3.1.2. UC02: List users in a division......................................................................
3.1.3. UC03: Search users...................................................................................
3.1.4. UC04: View details user.............................................................................
3.1.5. UC05: Add new user..................................................................................
3.1.6. UC06: Edit user........................................................................................
3.1.7. UC07: Delete user.....................................................................................
3.1.8. UC08: List devisions..................................................................................
3.1.9. UC09: View detail devison..........................................................................
3.1.10. UC10: Add new devision..........................................................................
4
3.1.11. UC11: Edit devision.................................................................................
3.1.12. UC12: Delete devision..............................................................................
3.2. Module 02......................................................................................................
3.2.1. UC13: Search customers............................................................................
3.2.2. UC14: View detail customer........................................................................
3.2.3. UC15: View customer histories...................................................................
3.2.4. UC16: Add new customer...........................................................................
3.2.5. UC17: Edit customer.................................................................................
3.2.6. UC18: Delete customer..............................................................................
3.2.7. UC19: List used services............................................................................
3.2.8. UC20: Add new used services.....................................................................
3.2.9. UC21: Update used services.......................................................................
3.2.10. UC22: Approve change............................................................................
3.2.11. UC23: Nh
p d li
u - Tinh hinh SXLD........................................................
3.2.12. UC24: Nh
p d li
u Quan h
vi cac t chc tin dung...............................
3.2.13. UC25: Nh
p d li
u Lich s tip xuc........................................................
3.2.14. UC26: Edit d li
u - Tinh hinh SXLD.........................................................
3.2.15. UC27: Edit d li
u Quan h
vi cac t chc tin dung.................................
3.2.16. UC28: Edit d li
u Lich s tip xuc..........................................................
3.2.17. UC29: Details View Tinh hinh SXKD........................................................
3.2.18. UC30: Details View Quan h
vi cac t chc tin dung................................
3.2.19. UC31: Details View Lich s tip xuc........................................................
3.2.20. UC32: Duy
t TXKH Approve...................................................................
3.2.21. UC33: Duy
t TXKH Reject......................................................................
3.2.22. UC34: Duy
t TXKH Cancel.....................................................................
3.2.23. UC35: Xoa Quan h
vi cac t chc tin dung............................................
3.2.24. UC36: Xoa Lich s tip xuc....................................................................
3.3. Module 03......................................................................................................
3.3.1. UC37: Bao cao theo CIF.............................................................................
3.3.2. UC38: Bao cao theo VKD.........................................................................
3.3.3. UC39: Bao cao toan bank...........................................................................
3.3.4. UC40: Ly thng tin t TPB........................................................................
3.3.5. UC41: Validation user AD...........................................................................
3.3.6. UC42: Check user AD................................................................................
3.3.7. UC43: Define categories............................................................................
5
3.3.8. UC44:......................................................................................................
4. Mockup Screens...................................................................................................
4.1. SC01: Login...................................................................................................
4.2. SC02: List users in a devision...........................................................................
4.3. SC03: Search users.........................................................................................
4.4. SC04: View details user...................................................................................
4.5. SC05: Add new user........................................................................................
4.6. SC06: Edit user..............................................................................................
4.7. SC07: Delete user...........................................................................................
4.8. SC08: List devisions........................................................................................
4.9. SC09: View detail devison................................................................................
4.10. SC10: Add new devision................................................................................
4.11. SC11: Edit devision.......................................................................................
4.12. SC12: Delete devision....................................................................................
4.13. SC13: Search customers................................................................................
4.14. SC14: View detail customer............................................................................
4.15. SC15: View customer histories........................................................................
4.16. SC16: Add new customer...............................................................................
4.17. SC17: Edit customer......................................................................................
4.18. SC18: Delete customer..................................................................................
4.19. SC19: List used services................................................................................
4.20. SC20: Add new used services.........................................................................
4.21. SC21: Update used services...........................................................................
4.22. SC22: Approve change..................................................................................
4.23. SC23: Nh
p d li
u - Tinh hinh SXLD..............................................................
4.24. SC24: Nh
p d li
u Quan h
vi cac t chc tin dung.....................................
4.25. SC25: Nh
p d li
u Lich s tip xuc..............................................................
4.26. SC26: Edit d li
u - Tinh hinh SXLD...............................................................
u Quan h
vi cac t chc tin dung.......................................
u Lich s tip xuc................................................................
4.29. SC29: Details View Tinh hinh SXKD..............................................................
4.30. SC30: Details View Quan h
vi cac t chc tin dung......................................
4.31. SC31: Details View Lich s tip xuc..............................................................
4.32. SC32: Duy
t TXKH Approve.........................................................................
4.33. SC33: Duy
t TXKH Reject............................................................................
6
4.34. SC34: Duy
t TXKH Cancel...........................................................................
4.35. SC35: Xoa Quan h
vi cac t chc tin dung..................................................
4.36. SC36: Xoa Lich s tip xuc..........................................................................
4.37. SC37: Bao cao theo CIF.................................................................................
4.38. SC38: Bao cao theo VKD..............................................................................
4.39. SC39: Bao cao toan bank...............................................................................
4.40. SC40:..........................................................................................................
5. Nonfunctional Requirements...................................................................................
5.1. Accessibility................................................................................................
5.2. Audit-ability................................................................................................
5.3. Correctness.................................................................................................
5.3.1. Accuracy..................................................................................................
5.3.2. Precision..................................................................................................
5.4. Interoperability............................................................................................
5.5. Maintainability.............................................................................................
5.6. Performance................................................................................................
5.6.1. Capacity..................................................................................................
5.6.2. Response Time.........................................................................................
5.6.3. Throughput..............................................................................................
5.7. Portability...................................................................................................
5.8. Reliability....................................................................................................
5.9. Reusability..................................................................................................
5.10. Robustness................................................................................................
5.11. Safety.......................................................................................................
6. System Constraints...............................................................................................
6.1. Business Rules.............................................................................................
6.2. Data and Content Constraints........................................................................
6.2.1. Databases................................................................................................
6.3. Hardware Constraints...................................................................................
6.4. Software Constraints....................................................................................
6.4.1. High-Level Languages................................................................................
6.5. Industry Standards......................................................................................
6.6. Legal and Regulatory Constraints...................................................................
7. Appendices..........................................................................................................
A. Envisioned Future Enhancements.........................................................................
7
TBD........................................................................................................................
B. Open Issues......................................................................................................
TBD........................................................................................................................
C. Major TBDs.......................................................................................................
This appendix documents the following major TBDs:.....................................................
D. Assumptions.....................................................................................................
Introduction
1.1. Purpose
This Software Requirements Specification provides a complete description of all the
functions and specifications of the CRM project developing Customer Relationship
Management System. This document is intended to be used by the members of the
project team that will implement and verify the correct functioning of the system.
1.2. Definitions, Acronyms, and Abbreviations
# Abbreviations/T Explanation
erms
1 SRS Software Requirement Specification
2 BR Business Rule
3 SC Screen
4 UC Use Case
5 CRUD Create/Read/Update/Delete a record in database
Table 1: Abbreviations & Terminologies
1.3. References
# Name Description
Table 2: Reference
2. High Level Requirements

2.1. Product Perspective
This application is integrated into eHTi which can also operate independently, shall
offer a unified place for the MHA officers to find, communicate with, manage people
and their permissions, including support for custom fields such as area of focus,
specialty, language proficiency etc.
8
2.2. Actors and Use Cases Descriptions
2.2.1. Diagram
Diagram 01 Admin roles
9
Diagram 02 Quan ly thng tin khac hang
Note: ESD admins can access to ALL functions
10
Diagram 03 Quan ly bao cao tip xuc KH
11
Diagram 04 Quan ly bao thu nh

p KH
12
Diagram 05 S trang thai bao cao TXKH
2.2.2. Actors Description

# Actor Name Definition & Interests
1 Admin
2 Division Leader
13
3 Staff
4 BOD
5 System
2.2.3. Use Cases Description

# Code Name Brief Description
1 UC01 Login Cho phep actor ng nh p vao h thng
2 UC41 Validation user AD Cho phep xac inh quyn truy cp so vi h thng AD
3 UC02 List users in a devision Cho phep actor view toan b users trong h thng
4 UC03 Search users Cho phep actor tim kim users trong h thng
5 UC04 View details user Cho phep actor view chi tit m t user
6 UC05 Add new user Cho phep actor thm mi m t user
7 UC42 Check user AD Cho phep xac inh User so vi h thng AD
8 UC06 Edit user Cho phep actor c p nh t thng tin m t user
9 UC07 Delete user Cho phep actor xoa m t user
10 UC08 List devisions Cho phep actor view toan b phong ban/chi nhanh
11 UC09 View detail devison Cho phep actor view chi tit phong ban/chi nhanh
12 UC10 Add new devision Cho phep actor thm mi m t phong ban/chi nhanh
13 UC11 Edit devision Cho phep actor c p nh t thng tin phong ban/chi
nhanh
14 UC12 Delete devision Cho phep actor xoa phong ban/chi nhanh
15 UC40 Ly thng tin t TPB H thng t ng ly thng tin t TPB phuc vu cho
vi c kt xut bao cao
16 UC43 Define categories Cho phep inh nghia, m ta danh muc nh cac trang
thai, role id..
17 UC44
19 UC13 Search customers Cho phep actor tim kim khach hang
20 UC14 View detail customer Cho phep actor view chi tit thng tin m t khach hang
21 UC15 View customer histories Cho phep actor view chi tit lich s c p nh t thng tin
cua m t khach hang
22 UC16 Add new customer Cho phep actor thm mi m t khach hang
23 UC17 Edit customer Cho phep actor c p nh t thng tin m t khach hang
24 UC18 Delete customer Cho phep actor xoa m t khach hang
25 UC19 List used services Cho phep actor view thng tin dich vu khach hang
ang s dung
26 UC20 Add new used services Cho phep actor thm mi dich vu khach hang s dung
27 UC21 Update used services Cho phep actor c p nh t dich vu khach hang s dung
28 UC22 Approve change Cho phep actor approve submit thng tin khach hang
29 UC23 Nh p d li u - Tinh hinh Cho phep actor nh p thng tin tinh hinh SXKD cua
SXLD khach hang
30 UC24 Nh p d li u Quan h vi Cho phep actor nh p thng tin quan h vi cac t
cac t chc tin dung chc tin dung cua khach hang
31 UC25 Nh p d li u Lich s tip Cho phep actor nh p thng tin lich s tip xuc khach
xuc hang
32 UC26 Edit d li u - Tinh hinh Cho phep actor c p nh t thng tin tinh hinh SXKD cua
SXLD khach hang
33 UC27 Edit d li u Quan h vi Cho phep actor c p nh t thng tin quan h vi cac t
cac t chc tin dung chc tin dung cua khach hang
34 UC28 Edit d li u Lich s tip Cho phep actor c p nh t thng tin lich s tip xuc
14
xuc khach hang
35 UC29 Details View Tinh hinh Cho phep actor view chi tit thng tin tinh hinh SXKD
SXKD cua khach hang
36 UC30 Details View Quan h vi Cho phep actor view chi tit thng tin quan h vi cac
cac t chc tin dung t chc tin dung cua khach hang
37 UC31 Details View Lich s tip Cho phep actor view chi tit lich s tip xuc khach
xuc hang
38 UC32 Duy t TXKH Approve Cho phep actor approve submit bao cao TXKH
39 UC33 Duy t TXKH Reject Cho phep actor reject submit bao cao TXKH
40 UC34 Duy t TXKH Cancel Cho phep actor cancel submit bao cao TXKH
41 UC35 Xoa Quan h vi cac t Cho phep actor xoa thng tin quan h vi cac t chc
chc tin dung tin dung cua khach hang
42 UC36 Xoa Lich s tip xuc Cho phep actor xoa lich s tip xuc khach hang
43 UC37 Bao cao theo CIF Cho phep actor kt xut/view bao cao theo CIF
44 UC38 Bao cao theo VKD Cho phep actor kt xut/view bao cao theo VKD
45 UC39 Bao cao toan bank Cho phep actor kt xut/view bao cao toan bank
Table 3: Use Case List
2.2.4. Use Case & Actor mapping

Actor
Admin
Staff
BOD
Devision Leader
System
Use Case
UC01: Login x x x x
UC02: List users in a devision x

UC03: Search users x
UC04: View details user x
UC05: Add new user x
UC06: Edit user x

UC07: Delete user x
UC08: List devisions x
UC09: View detail devison x
UC10: Add new devision x
UC11: Edit devision x
UC12: Delete devision x
UC13: Search customers x X
UC14: View detail customer x x
UC15: View customer histories x x
UC16: Add new customer x x
UC17: Edit customer x x
UC18: Delete customer x
UC19: List used services x x
UC20: Add new used services x x
UC21: Update used services x x
15
UC22: Approve change x
UC23: Nh p d li u - Tinh hinh x x
SXLD
UC24: Nh p d li u Quan h vi x x
cac t chc tin dung
UC25: Nh p d li u Lich s tip x x
xuc
UC26: Edit d li u - Tinh hinh x x
SXLD
UC27: Edit d li u Quan h vi x x
cac t chc tin dung
UC28: Edit d li u Lich s tip x x
xuc
UC29: Details View Tinh hinh x x
SXKD
UC30: Details View Quan h vi x x
cac t chc tin dung
UC31: Details View Lich s tip x x
xuc
UC32: Duy t TXKH Aprove x
UC33: Duy t TXKH Reject x
UC34: Duy t TXKH Cancel x
UC35: Xoa Quan h vi cac t x
chc tin dung
UC36: Xoa Lich s tip xuc x
UC37: Bao cao theo CIF x x x
UC38: Bao cao theo VKD x x
UC39: Bao cao toan bank x
UC40: Ly thng tin t TPB x
UC41: Validation user AD x
UC42: Check user AD x
UC43: Define categories x
UC44:
(*): Anonymous user can see wall of other user profile
2.3. Operating Environment
2.4. Assumption and Dependencies
3. Functional Requirements
3.1. Module 01
3.1.1. UC01: Login
Use Case Description
16
Name Login Code UC01
Description Cho phep actor ng nh p vao h
thng
Actor Admin/Devision Trigger Actor bm nut login
Leader/Staff/BOD
Pre-
condition
Post Chuyn ti trang default vi role tng ng
condition
Activities
Actor System
Main Flow: Login thanh cng
1 Actor nh p tn ng nh p/m
t
khu va click vao button Login
trn trang ng nh p (SC01).
2 Kim tra tn ng nh p/m t khu la
chinh xac sau o chuyn ti trang default
role tng ng (SC03, SC02...)
Business Rules
Rule No. Rule Description
System Message
MS01 Tn ng Nhp va/hoc Mt Khu cua ban khng chinh xac. Vui
long kim tra va th lai.
Message thng bao khi actor nh p sai tn ng nh
p/m
t khu
3.1.2. UC02: List users in a division

Name List users in a division Code UC02
Description Cho phep actor view toan b users trong h thng
Actor Admin Trigger Load trang quan ly users
Pre- Actor a ng nh p vao h thng
condition
Post View danh sach toan b users trong h thng
condition
Activities
Actor System
Main Flow: List users in a devision successfully
1 Actor click vao sub menu item
17
Quan ly ngi dung/Quan ly
thng tin
2 Load thng tin toan b users co trong h

thng, bind date vao gridview va hin thi
ln trang Quan ly thng tin ngi dung
(SC03).
Business Rules
Rule Rule Description
No.
1 Hin thi Gridview GridView hin thi ung d li u, d liu am
bao a encode trc khi hin thi, am bao
khng v trang khi d li
u qua dai.
2 n Gridview n Gridview khi khng co d li u.
System Message
N/A
3.1.3. UC03: Search users

Name Search users Code UC03
Description Cho phep actor tim kim users trong h thng
Actor Admin Trigger Actor click button [Search]
trn man hinh quan ly
thng tin users
Pre- Actor a ng nh p vao h
thng
condition
Post View danh sach users tim thy vi iu ki n tim kim ho
c hin thi
condition message thng bao nu khng tim thy user nao thoa man iu
ki
n.
Activities
Actor System
Main Flow: Search users successfully
1 Actor nh p/la chon iu ki
n tim
kim trn man hinh quan ly thng
tin users (SC03), click button
[Search]
2 Select danh sach users tim thy trong
CSDL vi iu ki n tim kim
3 Load danh sach users tim thy vao
gridview va hin thi ln trang (SC03)
18
Business Rules
No.
1 Hin thi Gridview GridView hin thi ung d li u, d liu am
bao a encode trc khi hin thi, am bao
khng v trang khi d li
u qua dai.
2 n Gridview n Gridview khi khng co d li u. Hin thi
message thng bao khng tim thy user thoa
man.
System Message
MS01 H thng khng tim thy thng tin khach hang trn. Vui long th
lai.
Message thng bao khi h thng khng tim thy user thoa man
iu ki n tim kim cua actor
3.1.4. UC04: View details user

Name View details user Code UC04
Description Cho phep actor view chi tit m
t user
Actor Admin Trigger Actor click link Chi tit
cua m
t user trn gridview
Pre-condition Actor a ng nh p vao h
thng.
Post condition View chi tit user thanh cng
Activities
Actor System
Main Flow: View details user successfully
1 T man hinh quan ly thng tin
ngi dung (SC03), actor click
vao link Chi tit
2 Select thng tin chi tit user c chon.
3 Load thng tin user ln trang Thng tin
ngi dung (SC04) va hin thi
Business Rules
No.
System Message
N/A
19
3.1.5. UC05: Add new user

Name Add new user Code UC05
Description Cho phep actor thm mi m
t user
Actor Admin Trigger Actor click button [Thm
mi] trn man hinh Thm
mi ngi dung.
Pre- Actor a ng nh
p vao h
thng
condition
Post Add new user thanh cng.
condition
Activities
Actor System
Main Flow: Add new user successfully
1 T man hinh bt ky, actor la
chon left menu Quan ly ngi
dung/Thm mi
2 Load trang Thm mi thng tin ngi
dung (SC05)
3 Nh p vao cac thng tin c yu
cu.
4 Validation cac thng tin nh
p vao.
5 Sa lai nhng thng tin cha
ung (nu h thng check
validation cha ung).
6 Lu thng tin ngi dung mi vao
CSDL, thng bao thanh cng va
chuyn sang trang Quan ly thng
tin ngi dung (SC02)
Business Rules
System Message
3.1.6. UC06: Edit user

Name Edit user Code UC06
20
Description Cho phep actor c p nh
t thng tin m
t user
Actor Admin Trigger The actor click button [C
p
nh t]
Pre- Actor ng nh p vao h thng
condition
Post Edit user thanh cng.
condition
Activities
Actor System
Main Flow: Edit user successfully
1 T man hinh quan ly thng tin
ngi dung (SC03), actor click
vao link C
p nh
t
2 Load thng tin user ln trang Thng tin
ngi dung (SC06) va hin thi
3 C
p nh t nhng thng tin cn
thit va n button [C
t nh
t]
3 Validation cac thng tin nh
p vao.
4 Sa lai cac thng tin nh
p vao
nu validation cha ung
5 Update thng tin vao user vao CSDL,
thng bao thanh cng va chuyn v man
hinh Quan ly thng tin ngi dung
(SC02).
Business Rules
System Message
N/A
3.1.7. UC07: Delete user

Name Delete user Code UC07
Description Cho phep actor xoa m t user
Actor Admin Trigger Actor click button [Delete]
Pre- Actor a ng nh
p vao h thng
condition
Post Delete user successfully
condition
Activities
Actor System
Main Flow: View Users Groups
1 T man hinh view Thng tin ngi
dung (SC04), click button
21
[Delete]
2 Xoa thng tin ngi dung khoi CSDL,
thng bao thanh cng vao chuyn v
trang Quan ly thng tin ngi dung
(SC02)
Business Rules
System Message
N/A
3.1.8. UC08: List devisions

Name List devisions Code UC08
Description Cho phep actor view toan b phong ban/chi nhanh
Actor Admin Trigger Load trang Chi nhanh
Pre- Actor a ng nh
p vao h
thng
condition
Post
condition
Activities
Actor System
Main Flow: View Wall successfully
chon left menu Danh muc/Chi
nhanh
2 Load trang Chi nhanh (SC08), select va
hin thi danh sach phong ban/chi nhanh.
Business Rules
System Message
N/A
22
3.1.9. UC09: View detail devison

Name View detail devison Code UC09
Description Cho phep actor view chi tit phong ban/chi nhanh
Actor Authenticated Users Trigger Actor click link C
p nh
t
Pre- Actor a ng nh
p vao h
thng
condition
Post View detail devison thanh cng.
condition
Activities
Actor System
Main Flow: View detail devison successfully
1 T danh sach man hinh Chi
nhanh (SC08), click link C p
nh t
2 Load trang C p nh
t chi nhanh (SC09) va
hin thi thng tin chi nhanh c chon
Business Rules
System Message
N/A
3.1.10. UC10: Add new devision

Name Add new devision Code UC10
Description Cho phep actor thm mi m t phong ban/chi nhanh
Actor Admin Trigger Actor click button [Thm
mi]
Pre- Actor a ng nh
p vao h
thng
condition
Post Add new devision thanh cng.
condition
Activities
Actor System
Main Flow: Add new devision successfully
nhanh (SC08), click button [Thm
mi]
2 Load trang Thm mi chi nhanh (SC10)
23
3 Nh p thng tin chi nhanh
va click button [Thm
mi]
4 Validation d li
u nh
p.
4 Chinh sa lai d li
u nh
p cho
ung validation
5 Thm mi chi nhanh vao CSDL, thng
bao thanh cng va chuyn trang Chi
nhanh (SC08)
Business Rules
System Message
N/A
3.1.11. UC11: Edit devision

Name Edit devision Code UC11
Description Cho phep actor c p nh t thng tin phong ban/chi nhanh
Actor Admin Trigger Actor click button [C
p
nh t]
condition
Post Edit devision thanh cng
condition
Activities
Actor System
Main Flow: Edit devision successfully
nhanh (SC08), click link C p
nh t
2 Load trang C p nh t chi nhanh (SC09)
va hin thi thng tin chi nhanh c
chon
3 C p nh t thng tin chi
nhanh va click button
[C p nh t]
4 Validation d li u nh p.
5 Chinh sa lai d li u nh
p cho
ung validation
6 C
p nh
t chi nhanh vao CSDL, thng bao
thanh cng va chuyn trang Chi nhanh
(SC08)
24
Business Rules
No.
System Message
3.1.12. UC12: Delete devision

Name Delete devision Code UC12
Description Cho phep actor xoa phong ban/chi nhanh
Actor Admin Trigger Actor click button [Xoa]
Pre- Actor a ng nh
p vao h
thng
condition
Post Delete devision thanh cng.
condition
Activities
Actor System
Main Flow: Delete devision successfully
Business Rules
No.
System Message
3.2. Module 02
3.2.1. UC13: Search customers

Name Search customers Code UC13
Description Cho phep actor tim kim khach hang
Actor Devision Leader, Staff, Trigger Actor click button [Tim
BOD kim]
thng
condition
Post Search customers thanh cng
condition
Activities
25
Actor System
Main Flow: Search customers successfully
chon left menu Quan ly khach
hang/Quan ly thng tin
2 Load trang Quan ly thng tin khach hang
(SC13)
3 Nh p/ la chon iu ki
n tim
kim
4 Select thng tin khach hang theo iu
ki n tim kim.
5 Bind data ln datagird vao hin thi.
Business Rules
No.
System Message
3.2.2. UC14: View detail customer

Name View detail customer Code UC14
Description Cho phep actor view chi tit thng tin m
t khach hang
Actor Devision Leader, Staff, Trigger Actor click link Chi tit
BOD
Pre- Actor a ng nh
p vao h
thng
condition
Post View detail customer thanh cng.
condition
Activities
Actor System
Main Flow: View detail customer successfully
1 T danh sach man hinh Quan ly
thng tin khach hang (SC13),
click link Chi tit
2 Select thng tin khach hang c la
chon t CSDL
3 Load trang C p nh
t thng tin khach
hang (SC14), bind data va hin thi thng
tin
Business Rules
26
No.
System Message
N/A
3.2.3. UC15: View customer histories

Name View customer histories Code UC15
Description Cho phep actor view chi tit lich s c
p nh
t thng tin cua m
t
khach hang
Actor Devison Leader, Staff, Trigger
BOD
Pre- Actor a ng nh
p vao h
thng
condition
Post View customer histories thanh cng
condition
Activities
Actor System
Main Flow: View customer histories successfully
Business Rules
No.
System Message
N/A
3.2.4. UC16: Add new customer

Name Add new customer Code UC16
Description Cho phep actor thm mi m t khach hang.
Actor Devision Leader, Staff, Trigger Actor click button [Thm
BOD mi]
Pre- Actor a ng nh
p vao h
thng
condition
Post Add new customer thanh cng
condition
Activities
Actor System
Main Flow: Add new customer successfully
27
chon left menu Quan ly khach
hang/Thm mi
2 Load trang Thm mi khach hang (SC16)
3 Nh p thng tin khach hang va
click button [Thm mi]
4 Validation thng tin nh p vao.
5 Nh p lai thng tin cho ung
validation.
6 Thm mi khach hang vao CSDL, thng
bao thanh cng va chuyn v trang Quan
ly thng tin khach hang (SC13)
Business Rules
No.
System Message
N/A
3.2.5. UC17: Edit customer

Name Edit customer Code UC17
Description Cho phep actor c
p nh t thng tin m
t khach hang
Actor Devision Leader, Staff, Trigger Actor click button [C
p
BOD nh t]
condition
Post Edit customer thanh cng.
condition
Activities
Actor System
Main Flow: Edit customer successfully
1 T danh sach man hinh Quan ly
thng tin khach hang (SC13),
click link C
p nh t
2 Select thng tin khach hang c la
chon va load trang C
p nh
t khach hang
(SC17)
3 C p nh
t thng tin khac hang va
click button [C p nh
t]
4 Validation d li
u nh
p vao.
5 Nh p lai thng tin cho ung
validation.
6 C
p nh
t thng tin khach hang vao CSDL,
28
thng bao thanh cng va chuyn v trang
Quan ly thng tin khach hang (SC13)
Business Rules
System Message
N/A
3.2.6. UC18: Delete customer

Name Delete customer Code UC18
Description Cho phep actor xoa m t khach hang
Actor Devision Leader, BOD Trigger
Pre- Actor a ng nh
p vao h thng
condition
Post Delete customer thanh cng
condition
Activities
Actor System
Main Flow: Delete customer successfully
1 T man hinh Thng tin khach
hang (SC14), click button [Xoa]
2 Xoa thng tin khach hang khoi CSDL,
thng bao thanh cng vao chuyn v
trang Quan ly thng tin khach hang
(SC13)
Business Rules
System Message
N/A
3.2.7. UC19: List used services

Name List used services Code UC19
Description Cho phep actor view thng tin dich vu khach hang ang s dung
Actor Devision Leader, Staff, Trigger
BOD
Pre- Actor a ng nh p h
thng
condition
Post List used services thanh cng.
condition
29
Activities
Actor System
Main Flow: List used services successfully
hang (SC14), click tab Tinh
trang s dung SPDV cua TPB.
2 Load tab va hin thi thng tin (SC19)
Business Rules
System Message
3.2.8. UC20: Add new used services

Name Add new used services Code UC20
Description Cho phep actor thm mi dich vu khach hang s dung
Actor Devision Leader, Staff, Trigger
BOD
Pre- Actor a ng nh
p vao h
thng
condition
Post Add new used services thanh cng.
condition
Activities
Actor System
Main Flow: Add new used services successfully
1 T man hinh Thm mi thng tin
khach hang (SC14), click tab
Tinh trang s dung SPDV cua
TPB.
2 Load tab va hin thi thng tin hi n tai
(SC20)
3 La chon thng tin dich vu va
click button [Thm mi]
4 Thm mi khach hang vao CSDL, thng
bao thanh cng va chuyn v trang Quan
ly thng tin khach hang (SC13)
30
Business Rules
System Message
N/A
3.2.9. UC21: Update used services

Name Update used services Code UC21
Description Cho phep actor c
p nh t dich vu khach hang s dung
Actor Devision leader, Staff, Trigger Actor click button [C
p
BOD nh t]
condition
Post Update used services thanh cng
condition
Activities
Actor System
Main Flow: Update used services successfully
1 T man hinh C p nh t thng tin
khach hang (SC17), click tab
Tinh trang s dung SPDV cua
TPB.
2 Load tab va hin thi thng tin hi n tai
(SC21)
3 La chon thng tin dich vu va
click button [C
p nh t]
4 C
p nh
t thng tin vao CSDL, thng bao
thanh cng va chuyn v trang Quan ly
thng tin khach hang (SC13)
Business Rules
System Message
N/A
3.2.10. UC22: Approve change

Name Approve change Code UC22
Description Cho phep actor approve submit thng tin khach hang
Actor Devision Leader, BOD Trigger
31
Pre- Actor a ng nh
p vao h
thng
condition
Post Approve change thanh cng
condition
Activities
Actor System
Main Flow: Approve change successfully
hang (SC14), click button [Ph
duy t]
2 Update CSDL, thng bao thanh cng vao
chuyn v trang Quan ly thng tin khach
hang (SC13)
Business Rules
System Message
3.2.11. UC23: Nh
p d li
u - Tinh hinh SXLD

Name Nh
p d li u - Tinh hinh Code UC23
SXLD
Description Cho phep actor nh p thng tin tinh hinh SXKD cua khach hang
Actor Trigger
condition
Post Nh p d li
u - Tinh hinh SXLD thanh cng
condition
Activities
Actor System
Main Flow: Nh p d li
u - Tinh hinh SXLD successfully
chon left menu Bao cao tip xuc
KH/Thm mi
32
2 Load trang Bao cao tip xuc khach hang
(SC23)
3 Nh
p thng tin tinh hinh SXKD va
4 C p nh
t tinh hinh SXKD cua khach hang
vao CSDL.
Business Rules
System Message
3.2.12. UC24: Nh
p d li
u Quan h
vi cac t chc tin
dung

Name Nh p d li u Quan h Code UC24
vi cac t chc tin dung
Description
Actor Trigger
condition
Post Nh p d li
u Quan h vi cac t chc tin dung thanh cng
condition
Activities
Actor System
u Quan h vi cac t chc tin dung successfully
KH/Thm mi
(SC23), la chon tab Quan h vi cac t
chc tin dung (SC24)
3 Nh p thng tin quan h vi cac t
chc tin dung.
4 C p nh
t quan h
vi cac t chc tin
dung cua khach hang vao CSDL.
Business Rules
N/A
33
System Message
3.2.13. UC25: Nh
p d li
u Lich s tip xuc

Name Nh p d li
u Lich s Code UC25
tip xuc
Description Cho phep actor nh p thng tin lich s tip xuc khach hang
Actor Trigger
condition
Post Delete member successfully.
condition
Activities
Actor System
u Lich s tip xuc successfully
KH/Thm mi
(SC23), la chon tab Lich s tip xuc
KH
3 Click button [Thm mi]
4 Load trang Thm mi lich s quan h
khach hang (SC25)
5 Nh p thng tin yu cu
6 Lu thng tin lich s quan h vao CSDL
va chuyn v trang Bao cao tip xuc
khach hang (SC23)
Business Rules
N/A
System Message
3.2.14. UC26: Edit d li

u - Tinh hinh SXLD

Name Edit d li
u - Tinh hinh Code UC26
SXLD
t thng tin tinh hinh SXKD cua khach hang
Actor Trigger
34
condition
Post Cho phep actor c
p nh t thng tin tinh hinh SXKD cua khach hang
condition thanh cng.
Activities
Actor System
Main Flow: Edit d li u - Tinh hinh SXLD successfully
KH/Quan ly thng tin
2 Load man hinh Bao cao tip xuc khach
hang.
3 T danh sach bao cao click link
Chi tit
hang (SC25)
5 La chon tab Tinh hinh SXKD
6 Load tab (SC29)
7 Nh p thng tin cn thit va click
button [C p nh t]
8 Lu thng tin vao CSDL
Business Rules
Rule Description
System Message
3.2.15. UC27: Edit d li

u Quan h
vi cac t chc tin
dung

Name Edit d li u Quan h Code UC27
t thng tin quan h
vi cac t chc tin
dung cua khach hang
Actor Trigger
condition
35
Post
condition
Activities
Actor System
Main Flow: Edit d li u Quan h vi cac t chc tin dung successfully
KH/Quan ly thng tin
hang.
Chi tit
hang (SC25)
5 La chon tab Quan h vi t
chc tin dung
6 Load tab (SC30)
button [C p nh t]
Business Rules
N/A
System Message
3.2.16. UC28: Edit d li

u Lich s tip xuc

Name Edit d li u Lich s tip Code UC28
xuc
Description Cho phep actor c p nh t thng tin lich s tip xuc khach hang
Actor Trigger
condition
Post Edit d li
u Lich s tip xuc
condition
Activities
Actor System
Main Flow: Edit d li
u Lich s tip xuc successfully
36
KH/Quan ly thng tin
hang.
Chi tit
hang (SC25)
5 La chon tab Lich s quan h
6 Load tab (SC31)
button [C p nh t]
Business Rules
N/A
System Message
3.2.17. UC29: Details View Tinh hinh SXKD

Name Details View Tinh hinh Code UC29
SXKD
Description Cho phep actor view chi tit thng tin tinh hinh SXKD cua khach
hang
Actor BOD Trigger Actor click link Chi tit
thng
condition
Post Details View Tinh hinh SXKD thanh cng
condition
Activities
Actor System
Main Flow: Details View Tinh hinh SXKD successfully
KH/Quan ly thng tin
37
hang.
Chi tit
hang (SC25)
5 La chon tab Tinh hinh SXKD
6 Load tab (SC29)
Business Rules
System Message
3.2.18. UC30: Details View Quan h

vi cac t chc tin
dung

Name Details View Quan h Code UC30
Description Cho phep actor view chi tit thng tin quan h vi cac t chc tin
dung cua khach hang.
condition
Post Details View Quan h vi cac t chc tin dung thanh cng.
condition
Activities
Actor System
Main Flow: Details View Quan h vi cac t chc tin dung successfully
KH/Quan ly thng tin
hang.
Chi tit
hang (SC25)
5 La chon tab Quan h vi t
chc tin dung
6 Load tab (SC30)
Business Rules
N/A
38
System Message
3.2.19. UC31: Details View Lich s tip xuc

Name Details View Lich s Code UC31
tip xuc
Description Cho phep actor view chi tit lich s tip xuc khach hang
thng
condition
Post Details View Lich s tip xuc thanh cng
condition
Activities
Actor System
Main Flow: Details View Lich s tip xuc thanh cng successfully
KH/Quan ly thng tin
hang.
Chi tit
hang (SC25)
5 La chon tab Lich s quan h

6 Load tab (SC31)
Business Rules
N/A
System Message
3.2.20. UC32: Duy

t TXKH Approve

Name Duy t TXKH Approve Code UC32
Description Cho phep actor approve submit bao cao TXKH
Actor BOD Trigger Actor click button [Ph
duy t]
thng
condition
Post Duy t TXKH Approve
39
condition
Activities
Actor System
Main Flow: Duy t TXKH Approve successfully
1 T man hinh view Bao cao tip
xuc KH (SC32), click button [Ph
duy t]
2 Update CSDL va thng bao thanh cng
Business Rules
System Message
3.2.21. UC33: Duy

t TXKH Reject

Name Duy t TXKH Reject Code UC33
Description Cho phep actor reject submit bao cao TXKH
Actor BOD Trigger Actor click button [T
chi]
thng
condition
Post Duy t TXKH Reject thanh cng
condition
Activities
Actor System
Main Flow: Duy t TXKH Reject successfully
xuc KH (SC32), click button [T
chi]
2 Update CSDL va thng bao thanh cng
Business Rules
System Message
N/A
40
3.2.22. UC34: Duy
t TXKH Cancel

Name Duy t TXKH Cancel Code UC34
Description Cho phep actor cancel submit bao cao TXKH
Actor Trigger
thng
condition
Post Duy t TXKH Cancel thanh cng
condition
Activities
Actor System
Main Flow: Duy t TXKH Cancel successfully
xuc KH (SC32), click button [Huy
bo]
2 Load lai trang ban u
Business Rules
System Message
N/A
3.2.23. UC35: Xoa Quan h


Name Xoa Quan h vi cac t Code UC35
chc tin dung
Description Cho phep actor xoa thng tin quan h vi cac t chc tin dung cua
khach hang
Actor Trigger
condition
Post Xoa Quan h vi cac t chc tin dung thanh cng
condition
41
Activities
Actor System
Main Flow: Xoa Quan h vi cac t chc tin dung successfully
xuc KH (SC32), click button
[Xoa]
2 Xoa bao cao trong CSDL, thng bao thanh
cng va chuyn v trang tim kim.
Business Rules
-
System Message
N/A
3.2.24. UC36: Xoa Lich s tip xuc

Name Xoa Lich s tip xuc Code UC36
Description Cho phep actor xoa lich s tip xuc khach hang
Actor Trigger
thng
condition
Post Xoa Lich s tip xuc thanh cng
condition
Activities
Actor System
Main Flow: Xoa Lich s tip xuc successfully
Business Rules
System Message
3.3. Module 03
3.3.1. UC37: Bao cao theo CIF

Name Bao cao theo CIF Code UC37
42
Description Cho phep actor kt xut/view bao cao theo CIF
Actor Trigger
Pre-condition Actor a ng nh p vao h
thng
Post Bao cao theo CIF thanh cng
condition
Activities
Actor System
Main Flow: Bao cao theo CIF successfully
chon left menu Bao cao thu
nh p KH
2 Load trang Bao cao thu nh
p khach hang
().
3 La chon Ma s khach hang
(CIF), nh p iu ki
n tim kim va
n [Tim kim]
4 Select thng tin theo iu ki
n tim kim
va hin thi bao cao.
Business Rules
System Message
N/A
3.3.2. UC38: Bao cao theo VKD

Name Bao cao theo VKD Code UC38
Description Cho phep actor kt xut/view bao cao theo VKD
Actor Trigger
Pre- Actor a ng nh
p vao h
thng
condition
Post Bao cao theo VKD thanh cng
condition
43
Activities
Actor System
Main Flow: Delete Offline Message successfully
nh p KH
p khach hang
().
3 La chon Ma VKD, nh p iu
ki
n tim kim va n [Tim kim]
4 Select thng tin theo iu ki n tim kim
va hin thi bao cao.
Business Rules
N/A
System Message
N/A
3.3.3. UC39: Bao cao toan bank

Name Bao cao toan bank Code UC39
Description Cho phep actor kt xut/view bao cao toan bank
Actor Trigger
thng
condition
Post Bao cao toan bank thanh cng
condition
Activities
Actor System
Main Flow: Bao cao toan bank successfully
nh p KH
p khach hang
().
3 La chon Ma VKD, la chon iu
ki
n tim kim [All] va n [Tim
kim]
4 Select thng tin theo iu ki
n tim kim
va hin thi bao cao.
44
Business Rules
System Message
3.3.4. UC40: Ly thng tin t TPB

Name Ly thng tin t TPB Code UC40
Description
Actor System Trigger
Pre-
condition
Post Ly thng tin t TPB thanh cng
condition
Activities
Actor System
Main Flow: Ly thng tin t TPB successfully
Business Rules
System Message
3.3.5. UC41: Validation user AD

Name Validation user AD Code UC41
45
Description
Actor System Trigger Actor login vao h
thng
Pre-
condition
Post Validation user AD thanh cng
condition
Activities
Actor System
Main Flow: Validation user AD successfully
1 T man hinh login (SC01), actor
in tn ng nh p/password va
click vao button login
2 S dung services c bn phia tpb cung
cp, truyn tham s tn ng
nh p/password a c ma hoa
validation ngi dung ng nh
p.
3 X ly phn quyn ngi dung trn h
thng.
Business Rules
System Message
3.3.6. UC42: Check user AD

Name Check user AD Code UC42
Description Check s tn tai cua user AD trn h
thng TPB add vao CRM.
Actor System Trigger Actor click button Check
avaiable trn man hinh
Thm mi ngi dung
(SC05)
Pre-
condition
Post Check user AD thanh cng
condition
Activities
Actor System
Main Flow: Check user AD successfully
46
1 Nh p tn ng nh
p va click
button Check avaiable trn man
hinh Thm mi ngi dung
(SC05)
2 Lin kt vi h thng TPB, truyn vao tn
ng nh p kim tra s tn tai cua user
AD trn h thng TPB.
3 Tra v kt qua, tip tuc x ly trn man
hinh thm mi ngi dung
Business Rules
System Message
3.3.7. UC43: Define categories

Name Define categories Code UC40
Description
Pre-
condition
Post
condition
Activities
Actor System
Main Flow: Define categories successfully
M ta va quy c cac danh muc trong tai li
u nh trang thai lam vi
c, tinh thanh ph...
Business Rules
System Message
47
3.3.8. UC44:

Name Code
Description
Pre-
condition
Post Ly thng tin t TPB thanh cng
condition
Activities
Actor System
Main Flow: successfully
Business Rules
System Message
4. Mockup Screens
4.1. SC01: Login
48
Figure 1 - Login
Data field
N
o Item Type Description
4.2. SC02: List users in a devision
Figure 2 List users in a divison
Data field
N
49
4.3. SC03: Search users
Figure 3 Search users
Data field
N
4.4. SC04: View details user
Figure 4 - View details user
50
Data field
N
4.5. SC05: Add new user
Figure 5 Add new user
Data field
No Item Type Description
4.6. SC06: Edit user
Figure 6 Edit user
Data field
N
51
4.7. SC07: Delete user
Figure 7 - Delete user
Data field
N
4.8. SC08: List devisions
Figure 8 List devisions
52
Data field
N
4.9. SC09: View detail devison
Figure 9 View detail devison
Data field
The red strings indicate the users who can see this component
N
53
4.10. SC10: Add new devision
Figure 10 Add new devision
Data field
N
4.11. SC11: Edit devision
Figure 11 Edit devision
54
Data field
N
4.12. SC12: Delete devision
Figure 12 Delete devision
Data field
N
4.13. SC13: Search customers
Figure 13 Search customers
Data field
N
55
4.14. SC14: View detail customer
Figure 14 View detail customer
Data field
N
4.15. SC15: View customer histories
Figure 15 View customer histories
Data field
N
56
4.16. SC16: Add new customer
Figure 16 Add new customer
Data field
N
4.17. SC17: Edit customer
57
Figure 17 Edit customer
Data field
N Item Type Description
o
-
58
4.18. SC18: Delete customer
Figure 18 Delete customer
Data field
N
59
4.19. SC19: List used services
Figure 19 List used services
Data field
N
4.20. SC20: Add new used services
Figure 20 Add new used services
Data field
N
60
4.21. SC21: Update used services
Figure 21 Update used services
Data field
N
61
4.22. SC22: Approve change
Figure 22 Approve change
Data field
N
62
4.23. SC23: Nh
p d li
u - Tinh hinh SXLD
Figure 23 - Nh
p d li
u - Tinh hinh SXLD
Data field
N
63
4.24. SC24: Nh
p d li
u Quan h
Figure 24 Nh
p d li
u Quan h
Data Field
N
4.25. SC25: Nh
p d li
u Lich s tip xuc
64
Figure 25 Nh p d li
u Lich s tip xuc
Data field
N
65
u - Tinh hinh SXLD
Figure 26 Edit d li
u - Tinh hinh SXLD
Data field
66
o

u Quan h
Figure 27 Edit d li
u Quan h
Data field
N
67
u Lich s tip xuc
Figure 28 - Edit d li
u Lich s tip xuc
Data field
N
4.29. SC29: Details View Tinh hinh SXKD
Figure 29 - Details View Tinh hinh SXKD
Data field
N
68
4.30. SC30: Details View Quan h
Figure 30 - Details View Quan h

Data field
N
4.31. SC31: Details View Lich s tip xuc
Figure 31 Details View Lich s tip xuc
Data field
N
69
4.32. SC32: Duy
t TXKH Approve
Figure 32 Duy
t TXKH Approve
Data field
70
N
4.33. SC33: Duy

t TXKH Reject
Figure 33 Duy
t TXKH Reject
71
Data field
N
72
4.34. SC34: Duy
t TXKH Cancel
Figure 33 Duy
t TXKH Cancel
Data field
73
o
4.35. SC35: Xoa Quan h

Figure 35: Xoa Quan h

Data field
N
4.36. SC36: Xoa Lich s tip xuc
Figure 36 Xoa Lich s tip xuc
74
Data field
N
4.37. SC37: Bao cao theo CIF
Figure 37 Bao cao theo CIF
Data field
N
75
4.38. SC38: Bao cao theo VKD
Figure 38 Bao cao theo VKD
Data field
N
76
4.39. SC39: Bao cao toan bank
Figure 39 Bao cao toan bank
Data field
N
4.40. SC40:
5. Nonfunctional Requirements
5.1. Accessibility
This subsection specifies the following requirements associated with the degree to
which the system must be accessible to people with disabilities:
77
ACC-1) Any graphical user interfaces of the CRM shall be usable by persons with color
blindness.
ACC-2) Any graphical user interfaces of the CRM shall use an adequate font size to be
usable by persons with limited visual acuity.
5.2. Audit-ability
which the system must support independent auditing of its events CRUD at
database:
AUD-1) The CRM shall maintain a record for each insert/update/delete action:
Authenticated user
Time
IP address of client
5.3. Correctness
5.3.1. Accuracy
This subsection specifies the following requirements concerning the degree of

correctness of the systems outputs:
COR-1) Values of money shall be correct to the nearest dong.
COR-2) Values of time shall be correct to the nearest second.
5.3.2. Precision
This subsection specifies the following requirements concerning the degree of

correctness of the systems outputs:
COR-3) Values of money shall be correct to the nearest dong.
COR-4) Values of time shall be correct to the nearest second.
5.4. Interoperability
This subsection specifies the following requirements associated with the ease with
which the system can be integrated with other system (e.g., browsers, legacy
applications, and required databases).
The CMR shall interoperate with the following browsers:
IOP-1) Internet Explorer 11
IOP-2) Google Chrome 34
IOP-2) Mozilla Firefox 12
5.5. Maintainability
which the system can be maintained:
M-1) The CRM shall permit the swapping and upgrade of hardware without down time.
78
M-2) The CRM shall permit the upgrade of software without down time.
M-3) The Mean Time To Fix (MTTF) shall not exceed one person day.
5.6. Performance
This subsection specifies the following requirements associated with the speed with
which the system shall function.
5.6.1. Capacity
This subsection specifies the following requirements concerning the minimum
number of objects that the system can support:
PER-1) The system shall support a minimum of 100 employees.
PER-2) The system shall support a minimum of 10,000 users.
PER-3) The system shall support a minimum of 10,000 simultaneous interactions.
5.6.2. Response Time

This subsection specifies the following requirements concerning the maximum time
that is permitted for the system to respond to requests:
PER-4) All system responses shall occur within 10 seconds.
5.6.3. Throughput
This subsection specifies the following requirements concerning how many
executions of a given system operation or use case path must the system be able
execute in a unit of time:
TBD
5.7. Portability
which the system can be moved from one environment (e.g., hardware, operating
system) to another.
The CRM shall enable users to use the following environments (e.g., platform and
operating system) to interact with The CRM:
User Personal Computer:
POR-1) PC with minimum of Celeron chip, 2 GBs of RAM, and a 256 kbps
ADSL modem
Operating Systems:
POR-2) Windows 7
POR-3) Fedora Linux 16
POR-4) Ubuntu 14
5.8. Reliability
This subsection specifies the following requirements associated with the reliability
(e.g., mean time between failures, number of failures per unit time) of the system.
REL-1) The mean time between failures (MTBF) shall exceed 3 months.
5.9. Reusability
79
which the system can be used for purposes other than originally intended (e.g., as
part of other applications).
REU-1) The CRM shall incorporate a database continuous availability layer.
REU-2) The CRM shall reuse common classes such as name, address, telephone number,
and currency.
REU-3) The CRM shall reuse software for sending emails.
5.10. Robustness
which the system continues to properly function under abnormal circumstances.
ROB-1) The CRM should gracefully handle invalid input (i.e., detect invalid input,
request valid input, and not crash) from all externals:
The human actors.
The Authorization Processor Gateway.
ROB-2) The CRM should gracefully handle hardware failures (i.e. provide hot failover,
notify the system operator, and not crash).
5.11. Safety
which the system does not directly or indirectly (e.g., via inactivity) cause accidental
harm to life or property (e.g., loss of money or data).
SAF-1) The CRM shall not accidentally lose user account information.
6. System Constraints
The section documents the major architecture, design, and implementation
constraints on the system.
6.1. Business Rules

The subsection documents all required data design constraints.
6.2. Data and Content Constraints

The subsection documents all required data constraints.
6.2.1. Databases
The subsection documents all required design constraints regarding the use of
databases.
None
6.3. Hardware Constraints

The subsection documents all required constraints associated with minimum or actual
hardware.
None
6.4. Software Constraints

The subsection documents all required software constraints.
80
6.4.1. High-Level Languages
The subsection documents all required design constraints associated with the use of
high-level programming languages.
SYSDC-HLL-1) Application server software shall be written in Java.
SYSDC-HLL-2) Employee client software shall be written in Java.
SYSDC-HLL-3) User client software shall be written in DHTML, CSS, and JavaScript
webpages.
SYSDC-HLL-4) Where practical, data shall be defined and documented using XML.
6.5. Industry Standards

The subsection documents all required design constraints associated with industry
standards.
DC-STD-1) The system shall conform to ISO 10646 (Unicode UTF-8) and ISO 10646-
1 (Unicode UTF-16) standards for character set encoding.
www.unicode.org
ftp.informatik.uni-erlangen.de/pub/doc/ISO/charsets/ISO-10646-UTF-8.html
ftp.informatik.uni-erlangen.de/pub/doc/ISO/charsets/ISO-10646-UTF-16.html
DC-STD-2) The system shall conform to ISO 4217, codes for the representation of
currencies.
www.xe.net/gen/iso4217.htm
DC-STD-3) The system shall conform to ISO 31, codes for units of measure.
www.unece.org/trade/rec/rec20en.htm
DC-STD-4) The system shall conform to ISO639-1 Languages, codes for the
representation of languages.
http://sunsite.berkeley.edu/amher/iso_639.html
DC-STD-5) The system shall conform to ISO 3166-1, codes for the representation of
names of countries.
www.din.de/gremien/nas/nabd/iso3166ma/codlstp1/index.html
DC-STD-6) The system shall conform to ISO 8601, representation of dates and
times.
www.state.ak.us/local/akpages/ADMIN/info/iso8601.htm
6.6. Legal and Regulatory Constraints

The subsection documents all required design constraints associated with legal and
regulatory constraints.
None
7. Appendices
This section documents the following appendices:
Envisioned Future Enhancements
81
Open Issues
Major TBDs
Assumptions
A. Envisioned Future Enhancements

TBD
B. Open Issues
TBD
C. Major TBDs
This appendix documents the following major TBDs:
Add correctness requirements.
Interface of external systems: eHTi
D. Assumptions
TBD
82

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Customer Relationship Management

Software Requirement Specifications

*A - Added M - Modified D - Deleted

Jan 13, A The first version 1.0

Jan 04, 5. Nonfunctional A Add more requirements 1.0.1

AUTHOR: Name: FPT Software Signature:

REVIEWERS: Name: ___________ Signature:

APPROVAL: Name: ___________ Signature:

1.2. Definitions, Acronyms, and Abbreviations

2. High Level Requirements

Diagram 01 Admin roles

Diagram 02 Quan ly thng tin khac hang

Note: ESD admins can access to ALL functions

Diagram 03 Quan ly bao cao tip xuc KH

Diagram 04 Quan ly bao thu nh

Diagram 05 S trang thai bao cao TXKH

2.2.2. Actors Description

2.2.3. Use Cases Description

2.2.4. Use Case & Actor mapping

UC02: List users in a devision x

UC06: Edit user x

(*): Anonymous user can see wall of other user profile

2.3. Operating Environment

2.4. Assumption and Dependencies

3.1.1. UC01: Login

Use Case Description

3.1.2. UC02: List users in a division

Use Case Description

3.1.3. UC03: Search users

Use Case Description

3.1.4. UC04: View details user

Use Case Description

3.1.5. UC05: Add new user

Use Case Description

3.1.6. UC06: Edit user

Use Case Description

3.1.7. UC07: Delete user

Use Case Description

3.1.8. UC08: List devisions

Use Case Description

3.1.9. UC09: View detail devison

Use Case Description

Rule No. Rule Description

3.1.10. UC10: Add new devision

Use Case Description

3.1.11. UC11: Edit devision

Use Case Description

3.1.12. UC12: Delete devision

3.2.1. UC13: Search customers

Use Case Description

3.2.2. UC14: View detail customer

Use Case Description

3.2.3. UC15: View customer histories

Use Case Description

3.2.4. UC16: Add new customer

3.2.5. UC17: Edit customer

Use Case Description

3.2.6. UC18: Delete customer

3.2.7. UC19: List used services

3.2.8. UC20: Add new used services

Use Case Description

3.2.9. UC21: Update used services