First and foremost the developer would like to thanks God for giving all the strength and patient all this time to complete this project that assigned by Staffordshire University, in partial fulfillment of the award of the Bachelor of Business Information Technology.
The developer would like to take opportunity to express the developer’s thanks to all people that involved in helping the developer with their valuable information, co-operation and understanding. A special thanks to my project supervisor Mr. Jason Leong Swee Kee. Perhaps without their help and guidance, the developer would not be able to complete the project and the documentation successfully.
Table of Contents
Acknowledgment
PART 1: INTRODUCTION
Chapter 1: Project Background and Rationales 1
1.1 Project Background and Rationales 1
1.2 Project Objectives 1
1.3 Project Scope 1
1.4 Deliverables 2
1.5 Project Development Methodology 3
1.6 Project Plan 4
Chapter 2: Company Background and Structure 5
2.1 The Company 5
2.2 Mission 5
2.3 Vision 6
2.4 The People 6
2.5 Company Structure 6
2.6 Business Department 6
2.7 Company Product Line 6
part 2: main body
chapter 3: Literature Review 9
3.1 Business Tools Research
3.1.1 Porter’s 5 Forces
3.1.2 SWOT Analysis
3.1.3 PEST Analysis
3.1.4 Critical Success Factors
3.2 Academic Research
chapter4: Research Methods 20
4.1 Primary Research
4.1.1 Interview
4.1.2 Questionnaire
chapter5: Analysis and Design 22
5.1 Analysis of Company’s Current System
5.2 Analysis of Primary Research
5.2.1 Interview Question
5.2.2 Questionnaires
chapter 6: Environmental Analysis
6.1 Introduction Environmental Analysis
6.1.1 Reason for the Selected Analysis Method
6.2 Porter’s 5 Forces Model
6.3 SWOT Analysis
6.4 PEST Analysis
6.5 Critical Success Factors
chapter 7: Analysis of Proposed System
7.1 Problem Solving with Proposed System
7.2 Feasibility of Proposed System
7.3 Proposed System Analysis
7.3.1 Technical Feasibility Study
7.3.2 Operational Feasibility
7.3.3 Economic Feasibility
7.3.3.1 System Development Cost Analysis
7.3.3.2 System Benefits
7.3.3.3 Financial Analysis and Summary
7.4 Proposed System Analysis
7.4.1 System Development Methodology
7.4.2 System Analysis
7.4.2.1 Information Requirements
7.4.2.2 Data Flow Diagram (DFD)
7.4.2.3 Data Dictionary
7.5 Proposed System Design
7.5.1 Design Rationale
7.5.2 Principles as Guidance to the System Design
7.5.3 Database Design
chapter 8: System Implementation and Maintenance
8.1 Implementation Project Summary
8.2 Implementation Methods
8.2.1Phased or Gradual Conversion Method
8.2.2 Parallel Conversion Method
8.2.3 Direct Organization Conversion Method
8.2.4 Modular Prototype Conversion Method
8.2.5 Distributed Conversion Method
8.3 Issues in Implement Action
8.4 Recommended Implementation Plan
8.4.1 Roles and Responsibilities in Implementation
8.4.2 Training
8.4.3 Problems Encountered During the Implementation & Solution
8.5 System Maintenance
8.5.1 Specification Maintenance Area
8.6 Contingency Plan
8.6.1 Natural Disasters
chapter 9: System Testing
9.1 Objective of Testing
9.2 Scope of Testing
9.2.1 Unit Testing
9.2.2 Integration Testing
9.2.3 System Testing
9.2.4 User Acceptance Testing
9.3 Testing Result
PART 3: WRAP UP
chapter 10: Critical Evaluation and Overall Conclusion
10.1 Degree of Success
10.2 System Limitations
10.3 Future Enhancements
10.4 Value of Learning Experience
Reference
Appendix
Appendix I: Project Proposed Form (PPF)
Appendix II: Project Specification Form (PSF)
Appendix III: Gantt Chart
Appendix IV: Sample Questionnaires
Appendix V: Print Screen
PART 1
Introduction
Chapter 1:Project Background & Rationales
Chapter 2:Company Background
CHAPTER 1:
Project Background and Rationales
1.1 Project Background and Rationales
1.2 Project Objectives
1.3 Project Scope
1.4 Deliverables
1.5 Project Development Methodology
1.6 Project Plan
1.1 Project Background and Rationales
The information technology nowadays are growth from time-to-time, therefore, the demand of using Internet are increasing year-by-year. In addition, most of the traditional companies are shifted their traditional business model into the modern business model, which is open an online store to public Internet users to purchase the goods or services online.
The project background of the project is to develop an Online Car Rental System. This Online Car Rental System is combined of the reservation and informational system. Hence, this system will be focusing on the customers who would like to reserve cars and travel individually. And, the customers are able to view the latest and updated information about the Malaysia’s travel guide, banking information, and hotel and restaurant information. Therefore, the system will be providing a greater value to the customers either reserving or surfing the system through the company website.
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The companies that doing the “click and mortar” business model will be greater and earning more profits if compared with the traditional business model. Therefore, there has many others retailing companies are operate in “click and mortar” model. For example, the car rental company, Mayflower Car Rental Sdn. Bhd., open physical offices in selected area in Malaysia such as Kuala Lumpur, Petaling Jaya, and Perak who provides more business opportunity and better services from the company to their customers.
Based on the Report of Approval for Car Rental and Driving License as at September 2010 by the Ministry of Tourism Malaysia, there are 21,786 licenses has issued by the ministry until year 2008. Whereas, the Ministry of Tourism Malaysia has issued 2,919 licenses of approval and registration for car rental and driving license for the year 2009. During January until September 2010, the Ministry has issued 1,095 licenses to Malaysian car rental companies. In addition, there have 15,854 registered licenses under Ministry of Transport (JPJ) until June 2010. The total amount of licenses has been issued by the Ministry of Tourism Malaysia are 25,800 license over the Malaysia.
Project Objectives
The objective of the proposed Online Car Rental System, the users are able to enter the company’s website for searching and reserving their favorite cars easily through the Internet and it can be access anywhere anytime in the world. Hence, the company is able to improve their customer satisfaction level, increasing efficiency by provides better services to their customer.
Therefore, the proposed web-based system by the developer has the following features that will be included in the Online Car Rental System. With the propose system, the achievable advantages are as follows:
View tracking history and update personal information
View updated and latest travel guide, airlines or flights information, banking or insurance information, hotels or restaurants information
View cars with affordable pricing
Post suggestions, comments, and complaints
Print reports
Project Scope
The developer is going to develop prototype or semi-system which will be tested by the public users. Then the fully functional Online Car Rental System will be delivered to the end user after the evaluation and the system testing. It functions as a system which storing, processing and handling customer information and the information of the most valuable assets which are the cars for the company.
The web administrator is the one who has full control and authority to control the privilege and update the propose system from time-to-time. In addition, they also required to ensure that the different type of user access via their permitting level.
The unregistered members or users are restricted to view, update or delete any information about the registered members’ information such as car reservation history. They are allowed to view the latest promotion of the company and the travel guides, airlines or flight information, banking information, and hotel information.
In addition, the registered members are allowed to update their personal information if necessary with their own valid username and password through the proposed system. Each of the updated personal information will be stored and kept in company’s database and categorized it as company confidential information. And, the company will not sale their customer’s information to any third party to earn extra income for their company.
The reports are generated by the propose system based on the management requirement such as print and view the reports in monthly or quarterly basis. The management is able to improve and provide the better services to their customers from time-to-time or make it as future references.
Deliverables
The propose system has the following deliverables:
Direct mailing
The propose system are able to allow the company to reply their customers by direct mailing to the customer’s electronic mailbox (email). In addition, the company is able to view the suggestions and comments posted by their customers directly inside their company’s electronic mailbox. When the customer receives any emails from the company, the customer are able to reply to the company for any request or further information about the company services.
View tracking history and update personal information
The registered members are allowed to view and track the reservation history. Besides, they are able to update their personal information if necessary from time-to-time.
View updated and latest travel guide, airlines or flights information, banking or insurance information, hotels information
The registered and unregistered users are able to view the latest and updated information about the Malaysia’s travel guide, airlines or flights information, banking or insurance information, and hotels or restaurants information.
View cars with affordable pricing
The rental pricing for each type of cars are clearly listed in the propose system to enable the registered and unregistered users to compare themselves with their competitors. The listed pricing are affordable for employed and unemployed employees or citizens who their incomes range are between low-medium level to upper-upper level.
Post suggestions, comments, and complaints
The registered and unregistered users are able to post their suggestions, comments and complaints through the propose system. Therefore, the company will improve themselves from time-to-time to ensure that their customers are satisfied with their services given.
Print report
The propose system is able to generate reports such as monthly car reservation reports and monthly GPS navigation device reservation reports to the management for further improvements purpose or future reference purpose.
Secure
The propose system is provide three tier login concept. It means that different users will login with different permission or privilege. Therefore the users are able to access different functionality of the proposed system.
Project Development Methodology
System Development Life Cycle (SDLC)
Figure 1.1: System Development Life Cycle Phases (Jeffery A. Hoffer, et al, 2008)
The System Development Life Cycle (SDLC) or also known as waterfall or linear model includes seven stages. And, each stage has their own process to be done before it can proceed to the following stages. In addition, most of the methodologies are using some of the stages of SDLC and implement it for doing the projects. And, some of the methodologies are simplify and combine some of the stages in SDLC into simpler process.
Project identification and investigation
The first step of the SDLC is identifying the project and investigates in more detail after the project has been identified. This is the most important stage, once the project has been identified; there has a lot of research to be done before starting the project in deeper. In this stage, the developer is required to be clearly identified and investigate carefully what type of project to be developed and the ways of doing the whole project in order to ensure the overall processes are running smoothly and successfully.
Project initialization and Planning
After the developer done the first step of SDLC, the developer is required to initialize and plan the project in the following stages. The timeline to be done for each stage must be clearly identified to ensure that each stage is complete within the time period give by the planned schedule. Therefore, the developer will create the Gantt chart. In addition, if any delay of the process for any stage, the time to be completed for the following stages will be affected and the time taken to will running out of the time scheduled.
Analysis
The developer is required to analyze not only the system going to be developed, it also required to analyze the business area for the company with propose system. For example, the developer will use the business tools to analyze what is the affects and risks to the current company if they are using the propose system to running their businesses. The business tools chosen by the developer are Porter’s Five Forces, SWOT analysis, PEST Analysis, and Critical Success Factors. In addition, the developer is required to analyze the result get from the interview and questionnaires that distribute to the public in order to get the response from them.
Logical Design
The following stages are logical design. The developer is required to illustrate the propose system in drawing. Therefore, it has a lot of diagrams that represent to propose system in logical design includes the Data Flow Diagrams (DFDs) and Data Dictionary.
Physical Design
In this stage, the developer is required to create the propose system with the Microsoft Visual Studio. The creation and development of the propose system must based on the design of DFDs and Data Dictionary from the previous stage. Any changes to the propose system are not allowed, because the DFDs and Data Dictionary will be affected if there are any changes during developing the propose system in this stage. The database of the propose system will be created and all of the specifications that identified by the previous stage will be created in this stage.
Implementation
The propose system will be implemented after it has designed and created from the previous stages. And, the propose system will be tested several times before it can be tested by the users. The purpose of this stage are to ensure that the propose system is will be tested and evaluated by the users that the propose system has meet the required requirements by the users.
Maintenance
The last stage of SDLC is maintenance. The developer is required to maintain the propose system from time-to-time after it has tested and implemented by the users. The maintenance that may involved are correction of coding, rapid training and managing the users groups for the propose system.
1.6 Project Plan
The project plan has been illustrated in graphical which called as Gantt chart that involves the duration of tasks that showing what is the start and end time for activities in each stage of SDLC. The purpose of using Gantt chart for the developer is to help and ensure that every process of the project is running smoothly and finish each activity successfully. Therefore, the Gantt chart is in Appendix A (for more detail, please refer to Appendix: Gantt Chart).
Chapter 2:
company background and structure
2.1 The Company
2.2 Mission
2.3 The People
2.4 Company Structure
2.1 The Company
Hawk Rent a Car (also known as HAWK) was established in early 1995, they provide a quality vehicle rental services to their customers with an affordable prices. In addition, HAWK has offices that operate in several countries such as Malaysia, Singapore, Australia, and Hong Kong. An individual is able to reserve a car from HAWK and having their individual holidays or leisure with their family members.
The commercial and non-commercial customers are able to reserve cars and chauffeur-driven with a fair price. At the same time, HAWK can compete with their competitors that provide the similar services to their customers. In addition, the members are allowed to reserve the cars with flexible selection of packages that based on time period such as daily, weekly, monthly, or even years. There are no restrictions for the members that whether they are Malaysian or foreigner as long as there have a valid driving license with a guarantor.
HAWK is mainly focusing on renting and leasing vehicles activities that the staff members are trained properly and with the right tools to ensure them doing their job efficiently. In addition, the offices are attractive and practical that the technology is employed extensively in order to ensure that the maximum efficiency to the company. Hence, the customers will get a quality car after reserved online to ensure that customers are satisfied with their quality and services.
2.2 Mission
Hawk’s mission is to provide our customers with personal transportation that precisely suits their business or leisure needs while providing a consistent excellence of service that guarantees peace of mind. Hence, their customers will satisfied with the quality and services provided by HAWK.
2.3 The People
Chairman & Group CEO
The current chairman and group CEO of HAWK, Mr. Richard Hawkins. He is responsible to facilitate and guiding the whole company employees and business into the right track and towards to the core objective of the company. In addition, he needs to give the instructions to his subordinates such as the management managers from different regions or countries in order to ensure that their company is giving the best services to their customers.
General Manager Singapore
The current General Manager is Ms. Shelley Kang. She is the superior of CEO Singapore, Mr. David Chen. She is responsible to managing the both of the company’s costs and revenue. In addition, she is responsible to leading and coordinating the strategic planning of the company.
CEO Malaysia, CEO Singapore
The CEO in Malaysia and Singapore is responsible to follow the instructions from his upper management and ensure that their customers are satisfied with their services. In addition, he is responsible to building the culture based on their country or region and his subordinates will become the high performers in order to increase their company’s efficiency.
General Manager Hong Kong
Ms. Rowena Hawkins is the current General Manager of Hawk Car Rental in Hong Kong. Therefore, she is responsible to lead and coordinating the strategic planning of the company and managing the cost and revenue of the company in Hong Kong.
Group CFO
The current Group CFO (Chief Financial Officer) is Ms Emilyn Yee. She is responsible to managing the financial risks of the company. In addition, she is required to do the financial planning and record-keeping of the company, and report to the higher management.
2.4 Company Structure
Chairman & Group CEO
Mr. Richard Hawkins
CEO Malaysia
Mr. Felix Frenandez
General Manager Singapore
Ms. Shelly Kang
General Manager Hong Kong
Ms. Rowena Hawkins
CEO Singapore
Mr. David Chen
Group CFO
Ms Emilyn Yee
part 2
main body
cHAPTER 3:LITERATURE REVIEW
CHAPTER 4:RESEARCH METHODS
CHAPTER 5:ANALYSIS & DESIGN
CHAPTER 6:ENVIRONMENTAL ANALYSIS
CHAPTER 7:ANALYSIS OF PROPOSED SYSTEM
CHAPTER 8:SYSTEM IMPLEMENTATION& MAINTENANCE
CHAPTER 9:SYSTEM TESTING
cHAPTER 3:
Literature Review
3.1 Primary Research
3.2 Secondary Research
Literature review is the published information of a particular section of the interested subject. The literature reviews may come from journals, books and websites. In addition, a summary of the sources of subject section will be produced from the research business tools to the existing knowledge.
3.1 Primary Research
3.1.1 The origin of car rental services
3.1.2 The problems with using car rental system
3.2 Secondary Research
3.2.1 Programming Language to be use for development
Compare VB, Java, PHP, and C#
3.2.2 Desktop app versus web-based system
CHAPTER 4:
Research Methods
4.1 Primary Research
4.1 Primary Research
4.1.1 Interview
4.1.2 Questionnaire
CHAPTER 5:
Analysis and Design
5.1 Analysis of Company’s Current System
5.2 Analysis of Primary Research
5.1 Analysis of Company’s Current System
5.2 Analysis of Primary Research
5.2.1 Interview Question
5.2.2 Questionnaires
CHAPTER 6: Environmental Analysis
6.1 Introduction Environment Analysis
6.2 Porter’s Five Forces
6.3 SWOT Analysis
6.4 PEST Analysis
6.5 Critical Success Factors
6.1 Introduction to Environmental Analysis
6.1.1 Reason for the Selected Analysis Method
Therefore, the strengths and weaknesses of the business environment in HAWK will be identified the suitable business strategy with the business tools.
There are a lot of business tools are available for literature review, therefore, the appropriate selection of the old business model and new business model tools are needed to be studied to be done before the most suitable tools are selected for the analysis. For example, Porter’s Five Forces analysis, Strength Weaknesses Opportunity Threat (SWOT) analysis, Political Economical Social Technology (PEST) analysis, and McFarlan’s Strategic grid will be chosen as some business tools that will be used for analysis.
6.2 Porter’s Five Forces
Figure 3.1: Porter’s Five Forces (Philip Kotler, 2006)
The Porter’s Five Forces analysis will use the five different areas to analyze the influences and affects in the business environment of the company. And, how the analyzed forces will affects the company’s overall profitability. There are bargaining power of buyers, bargaining power of suppliers, threat of new entry, threat of substitutes and competitive rivalry.
6.3 SWOT Analysis
Figure 3.2: SWOT Analysis Framework
(Source: http://www.quickmba.com/strategy/swot/, viewed 24 October 2010)
SWOT analysis also known as Strengths Weaknesses Opportunity Threat analysis (sometimes it also can be rephrasing as TOWS analysis).
6.4 PEST Analysis
Figure 3.3 PEST Analysis
(Source: http://www.quickmba.com/strategy/pest/, viewed 24 October 2010)
PEST analysis also known as Political Economic Social Technological analysis (sometimes it also rephrase as STEP analysis).
6.5 Critical Success Factors
Leadership, goals, roles and responsibilities, sharing information and teamwork, measure of success.
chapter 7:
Analysis of Proposed System
7.1 Problem Solving with Proposed System
7.2 Feasibility Study of Proposed System
7.3 Proposed System Analysis
7.4 Proposed System Analysis
7.5 Proposed System Design
7.1 Problem Solving with Proposed System
7.2 Feasibility of Proposed System
7.3 Proposed System Analysis
7.3.1 Technical Feasibility Study
7.3.2 Operational Feasibility
7.3.3 Economic Feasibility
7.3.3.1 System Development Cost Analysis
7.3.3.2 System Benefits
7.3.3.3 Financial Analysis and Summary
7.4 Proposed System Analysis
7.4.1 System Development Methodology
7.4.2 System Analysis
7.4.2.1 Information Requirements
7.4.2.2 Data Flow Diagram (DFD)
7.4.2.3 Data Dictionary
Table Name
CarDescription
Description
To keep in car information
Field Description
Composition
+ CarID
+ ModelID
+ CarModel
+ CarType
+ RegistrationNo
+ MaxSeatCapacity
+ RegistrationNo
+ RentRate
Primary key
Foreign key
Model of the car
Type of the car e.g. MPV, SUV, 4WD
Car registration number
Maximum seat per car
Car registration number
Car rental fee
Ownership
Table Name
CarModel
Description
Keep in manufacturer information
Field Description
Composition
+ ModelID
+ ManufacturerName
Primary key
Manufacturer name
Ownership
Table Name
CustomerReserveInformation
Description
Customer reservation information
Field Description
Composition
+ ReservationID
+ CarID
+ MemberID
+ CarModel
+ RegistrationNo
+ PickupDate
+ DropOffDate
+ Name
+ ContactNo
+ ChauffeurID
+ GPSid
+ EstimatedTotalCharges
Primary key
Foreign key
Member ID
Model of the car
Car registration number
Reservation start date
Reservation end date
Customer name
Contact number
Chauffeur ID (if any)
GPS navigation device ID (if anay)
Rental charge
Ownership
Table Name
Members
Description
Registered customer information
Field Desciption
Composition
+ MemberID
+ UserName
+ Password
+ Name
+ ICNo
+ ContactNo
+ Nationality
+ GuarantorName
+ GuarantorIC
Primary key
Registered member login name
Login password
Customer name
IC/Passport number
Email address
Contact number
Nationality
Guarantor name
Guarantor IC
Ownership
Table Name
GPSNavigationDevice
Description
GPS navigation device information
Field information
Composition
+ GPSid
+ GPSmodel
+GPSrentRate
Primary key
Model of GPS navigation device
GPS navigation rental rate
Ownership
Table Name
Chauffeur
Description
Chauffeur information
Field Description
Composition
+ ChauffeurID
+ ChauffeurName
+ ChauffeurIC
+ YearOfDriving
+ ChauffeurContactNo
+ ChauffeurAddress
+ ChauffeurRate
Primary Key
Chauffeur full name
Chauffeur IC number
Chauffeur driving experience (years)
Chauffeur contact number
Chauffeur current address
Chauffeur reserve rate
Ownership
7.5 Proposed System Design
7.5.1 Design Rationale
7.5.2 Principles as Guidance to the System Design
7.5.3 Database Design
chapter 8:
System Implementation & Maintenance
8.1 Implementation Summary
8.2 Implementation Methods
8.3 Issues in Implement Action
8.4 Recommended Implementation Plan
8.5 System Maintenance
8.6 Contingency Plan
8.1 Implementation Project Summary
8.2 Implementation Methods
8.2.1 Phased or Gradual Conversion Method
8.2.2 Parallel Conversion Method
8.2.3 Direct Organization Conversion Method
8.2.4 Modular Prototype Conversion Method
8.2.5 Distributed Conversion Method
8.3 Issues in Implement Action
8.4 Recommended Implementation Plan
8.4.1 Roles and Responsibilities in Implementation
8.4.2 Training
8.4.3 Problems Encountered During the Implementation & Solution
8.5 System Maintenance
8.5.1 Specification Maintenance Area
8.6 Contingency Plan
8.6.1 Natural Disasters
chapter 9:
System Testing
9.1 Objectives of Testing
9.2 Scope of Testing
9.3 Testing Results
9.1 Objective of Testing
9.2 Scope of Testing
9.2.1 Unit Testing
9.2.2 Integration Testing
9.2.3 System Testing
9.2.4 User Acceptance Testing
9.3 Testing Result
PART 3
WRAP UP
Chapter 10:Critical Evaluation & Overall Conclusion
chapter 10:
Critical Evaluation and Overall Conclusion
10.1 Degree of Success
10.2 System Limitations
10.3 Future Enhancement
10.4 Value of Learning Experience
10.1 Degree of Success
10.2 System Limitations
10.3 Future Enhancements
10.4 Value of Learning Experience
Reference
Websites
Authorship or Source, Year.Title of web document or web page. [Medium]
(date of update)
Available at: include web site address/URL(Uniform Resource Locator) and additional details such as access or routing from the home page of the source.
[Accessed date].
National electronic Library for Health, 2003.Can walking make you slimmer and healthier? (Hitting the headlines article) [Online] (Updated 16 Jan 2005)
Available at: http://www.nhs.uk.hth.walking
[Accessed 10 April 2005].
SimeDarby, Make Reservation. [Online]
Available at: http://www.simedarbycarrental.com/Hertz_Reservation.aspx
[Accessed 03 October 2010].
Avis Rent A Car, [Online]
Available at: http://www.avis.com.my/
[Accessed 03 October 2010].
Mayflower Car Rental, [Online]
Available at: http://www.mayflowercarrental.com.my/
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