ANALYTICAL AND CONCEPTUAL DESIGN OF REWARD REDEMPTION WEB-BASED SYSTEM IN BANK XYZ
BINUS INTERNATIONAL
BINA NUSANTARA UNIVERSITY
Major Information Systems Sarjana Komputer Thesis Semester Even year 2007
ANALYTICAL AND CONCEPTUAL DESIGN OF
REWARD REDEMPTION WEB-BASED SYSTEM IN
Denny 0700675601
AbstractBank XYZ has been trying to deliver reward upon the ownership and utilization of its Credit Card to build loyalty, trust and interest for their customers. Currently, Bank XYZ Indonesia has three types of redemption: (1) Redeem Anything, (2) Mileage and (3) soon to be implemented: Virtual Voucher. However the redemption request still either processed partially or entirely manually or done with many separate applications for each program that confuse the users.
Bank XYZ is in need on more integrated system for the ir Reward Redemption Program, particularly in processing customer request, as well to develop and connecting it to other systems in the Bank. In order to develop the proposed system, several crucial steps need to be taken to assure it will comply and reflect users’ requirements. Analyzing through the current business processes and communication with stakeholders are important. In designing the system, tool such as UML Diagram is used to describe how the proposed system will work, while the development method is using SDLC that focuses on use-case driven for each of its phases.
Keyword: Reward Redemption, Analyze, Design, UML Diagram, SDLC,
Communication.
PREFACE
AcknowledgementsFirst, I would like to thank God for his blessings and companions throughout every second of my life.
To Mr. Totok A.Soefijanto for his support, advice, willingness to assist and help me in finishing this thesis in the past 6 months.
To Mr. Abubakar Siddiq and Mr. Huibert Andi Wenas for being the best lecturers for us in Information Systems class.
To all of my friends in Information Systems major for sharing the joy, fun, knowledge, pain and burden together.
To my family, my Mom, for giving me the support throughout my life To Sicilia Tjandra, for inspiring me in every thing I do, to never give up and to bring out the best of me.
TABLE OF CONTENTS
3.4 Current Application-System related to Reward Redemption Program ...30
3.2 Company Organizational Structure .............................................................27
3.2.1 Department involved in Reward Redemption Program ...........................28
3.3 Credit Card Reward Redemption Program................................................29
3.3.1 Mileage .....................................................................................................29
3.3.2 Redeem Anything ......................................................................................29
3.3.3 Virtual Voucher
........................................................................................30
3.4.1 Bluespider .................................................................................................30
CHAPTER 3 ...................................................................................................................26
CURRENT SYSTEM PROBLEM ANALYSIS ..........................................................263.4.2 KrisFlyer ..................................................................................................32
3.4.3 V+ System .................................................................................................32
3.5 Policy and Procedure .....................................................................................34
3.5.1 Policy ........................................................................................................34
3.5.2 Procedure .................................................................................................37
3.5.2.1 Redeem Anything.................................................................................38
3.5.2.2 Mileage Redemption Program .............................................................40
3.6 Data Flow Diagram........................................................................................45
3.1 Company History ...........................................................................................26
PREFACE.......................................................................................................................... i
TABLE OF CONTENTS .................................................................................................ii
LIST OF FIGURES AND TABLES .............................................................................. vi
CHAPTER 1 .....................................................................................................................1
INTRODUCTION ............................................................................................................12.1 Theoretical Foundation....................................................................................9
1.1 Background.......................................................................................................1
1.2 Scope and Assumption.....................................................................................4
1.2.1 Scope
..........................................................................................................4
1.2.2 Assumption .................................................................................................5
1.3 Aims and Benefits .............................................................................................6
1.4 Structures..........................................................................................................7
CHAPTER 2 .....................................................................................................................9
THEORETICAL FOUNDATION ..................................................................................92.1.1 System Analysis and Design .......................................................................9
.................................................................................21
2.1.2 Object Oriented Analysis and Design ........................................................9
2.1.3 Temporary Database ................................................................................11
2.2 Theoretical Frameworks................................................................................12
2.2.1 Use-Case Diagram ...................................................................................12
2.2.2 Sequence Diagram ...................................................................................14
2.2.3 Collaboration Diagram ............................................................................16
2.2.4 Activity Diagram ......................................................................................18
2.2.5 Data Flow Diagram
2.2.6 Class Diagram ..........................................................................................23
3.6.2 Context Diagram of Overall system .........................................................46
4.5.2 Use Case Approval Management .............................................................79
4.3.2 Beginning process Mileage and Virtual Voucher Activity Diagram ........68
4.3.3 Mileage Reward Redemption Program Activity Diagram (Part 2) .........70
4.3.4 Virtual Voucher Reward Redemption Activity Diagram (Part 2) ............71
4.3.5 Final each day process
.............................................................................73
4.4 Class Diagram.................................................................................................74
4.5 Use Case ..........................................................................................................75
4.5.1 Use Case Input Request Management ......................................................75
4.5.3 Use Case Processing Management
4.3 Activity Diagram ............................................................................................65
..........................................................82
4.5.4 Use Case SMS Management ....................................................................85
4.6 Collaboration Diagram and Sequence Diagram .........................................87
4.6.1 Input Management Use Cases ..................................................................87
4.6.1.1 Collaboration and Sequence Diagram Validate User...........................87
4.6.1.2 Collaboration and Sequence Diagram View Customer Data ...............88
4.6.1.3 Collaboration and Sequence Diagram Record Customer Request (Redeem Anything) ..............................................................................................90
4.6.1.4 Collaboration and Sequence Diagram Record Customer Request (Mileage redemption) ...........................................................................................92
4.3.1 Redeem-Anything Proposed System Activity Diagram ............................65
4.2 Temporary Database......................................................................................63
3.6.3 Context Diagram in detail (three systems) ...............................................47
3.6.6.1 DFD Level 2 – 2.0 Update data............................................................53
3.6.4 DFD Level 1 – Bluespider system ............................................................49
3.6.4.1 DFD Level 2 – 2.0 Stores request – Bluespider ...................................50
3.6.4.2 DFD Level 2 – 5.0 Produce approved request .....................................50
3.6.5 DFD Level 1 – KrisFlyer system ..............................................................51
3.6.5.1 DFD Level 2 – 1.0 Stores details .........................................................51
3.6.5.2 DFD Level 2 – 5.0 Send generated file ................................................52
3.6.5.3 DFD Level 2 – 6.0Process result..........................................................52
3.6.6 DFD level 1 – V+ system .........................................................................53
3.7 Entity Relationship Diagram.........................................................................54
4.1 Proposed Solution...........................................................................................61
3.7.1 KrisFlyer ..................................................................................................54
3.7.2 Bluespider
.................................................................................................55
3.8 Problems Findings ..........................................................................................56
3.8.1 Current Issues ..........................................................................................56
3.8.1.1 Bluespider system ................................................................................56
3.8.1.2 V+ System............................................................................................58
3.8.1.3 KrisFlyer system ..................................................................................58
CHAPTER 4 ...................................................................................................................61
PROPOSED SYSTEM CONCEPTUAL DESIGN .....................................................614.6.1.5 Collaboration and Sequence Diagram Record Customer Request (Virtual Voucher) .................................................................................................94
Details (Phone Banking) ......................................................................................96
4.6.3.4 Collaboration and Sequence Diagram Process Customer Request (Mileage and Virtual Voucher) ..........................................................................114
4.7.5 View and Search Request User Interface ...............................................134
4.7.4 Edit Customer Request ...........................................................................133
4.7.3 Redemption Request List User Interface ................................................125
4.7.2 Customer Data User Interface ...............................................................123
.......................................................................................122
4.7.1 Login Interface
4.7 GUI (Graphic User Interface).....................................................................122
4.6.4.3 Collaboration and Sequence Diagram Export Result to SMS System 121
4.6.4.2 Collaboration and Sequence Diagram View Redemption Request List and Details ..........................................................................................................120
4.6.4.1 Collaboration and Sequence Diagram Validate User (OSS)..............119
4.6.4 SMS Management Use Cases .................................................................119
4.6.3.7 Collaboration and Sequence Diagram Update Credit Card Data to V+ 118
4.6.3.6 Collaboration and Sequence Diagram View Total Redemption........117
4.6.3.5 Collaboration and Sequence Diagram Process Customer Request Result File (Mileage)..........................................................................................115
4.6.3.3 Collaboration and Sequence Diagram Process Customer Request (Redeem Anything) ............................................................................................113
4.6.1.7 Collaboration and Sequence Diagram Request to Cancel Request......97
4.6.3.2 Collaboration and Sequence Diagram View Customer Request List and Details (CFOps-CCO)........................................................................................112
4.6.3.1 Collaboration and Sequence Diagram Validate user (CFOps-CCO).111
........................................................111
4.6.3 Processing Management Use Case
4.6.2.5 Collaboration and Sequence Diagram Approve Customer Request ..110
4.6.2.4 Collaboration and Sequence Diagram Reject Customer Request (Mileage and Virtual Voucher) ..........................................................................108
4.6.2.3 Collaboration and Sequence Diagram Reject Customer Request (Redeem Anything) ............................................................................................106
4.6.2.2 Collaboration and Sequence Diagram View Customer Request List and Details (Team Leader/BPU) ...............................................................................105
4.6.2.1 Collaboration and Sequence Diagram Validate User (Phone Banking/BPU) ....................................................................................................103
.........................................................103
4.6.2 Approval Management Use Cases
4.6.1.10 Collaboration and Sequence Diagram Retrieve Credit Card Data from V+ 102
4.6.1.9 Collaboration and Sequence Diagram Edit Customer Request (Mileage and Virtual Voucher)..........................................................................................100
4.6.1.8 Collaboration and Sequence Diagram Edit Customer Request (Redeem Anything) .............................................................................................................98
CHAPTER 5 .................................................................................................................135
DISCUSSION ...............................................................................................................1355.2 Discussion of Conceptual Design Approach ..............................................136
5.3 Discussion of Comparison Current System – Proposed System..............137
CHAPTER 6 .................................................................................................................139
CONCLUSION AND RECOMMENDATION .........................................................1396.1 Conclusion.....................................................................................................139
6.2 Recommendation..........................................................................................140
REFERENCE ...............................................................................................................141
ABBREVIATION AND TERMINOLOGY ..............................................................143
CURRICULUM VITAE..............................................................................................146
LIST OF FIGURES AND TABLES
Figure 3. 1 Regional Level Organizational Structure ......................................................27 Figure 3. 2 Services Organizational Structure .................................................................27 Figure 3. 3 Bluespider redemption request xls file ..........................................................31 Figure 3. 4 V+ system interface .......................................................................................33 Figure 3. 5 Correlation between Card, Logo and Digit....................................................34 Figure 3. 6 Redeem Anything Activity Diagram.............................................................38 Figure 3. 7 Mileage Activity Diagram (part 1) ................................................................40 Figure 3. 8 Mileage Activity Diagram (part 2) ................................................................41 Figure 3. 9 Customers’ Mileage Redemption Request Result from Airline Company in txt file ...............................................................................................................................44 Figure 3. 10 Input and output of Reward Redemption Program......................................45 Figure 3. 11 Overall Context Diagram.............................................................................46 Figure 3. 12 Context Diagram (three systems) ................................................................47 Figure 3. 13 DFD Level 1 – Bluespider System ..............................................................49 Figure 3. 14 DFD Level 2 – 2.0 Stores Request – Bluespider .........................................50 Figure 3. 15 DFD Level 2 – 5.0 Produce approved request – Bluespider .......................50 Figure 3. 16 DFD Level 1 – KrisFlyer system.................................................................51 Figure 3. 17 DFD Level 2 – Stores details - KrisFlyer ....................................................51 Figure 3. 18 DFD Level 2 – Send generated file - KrisFlyer...........................................52 Figure 3. 19 DFD Level 2 – Process result - KrisFlyer....................................................52 Figure 3. 20 DFD Level 1 – V+ system...........................................................................53 Figure 3. 21 DFD Level 2 – Update data – V+ system....................................................53 Figure 3. 22 KrisFlyer Entity Relationship Diagram.......................................................54 Figure 3. 23 Bluespider Entity Relationship Diagram.....................................................55 Figure 3. 24 Redeem Anything Conversion request in xls ..............................................57 Figure 3. 25 KrisFlyer input UI........................................................................................59 Figure 4. 1 Temporary Database......................................................................................63 Figure 4. 2 Redeem-Anything Activity Diagram.............................................................67 Figure 4. 3 Beginning Process of Mileage and Virtual Voucher Activity Diagram........69 Figure 4. 4 Mileage Reward Redemption Activity Diagram (part 2) ..............................71 Figure 4. 5 Virtual Voucher Reward Redemption Activity Diagram ..............................72 Figure 4. 6 Class Diagram................................................................................................74 Figure 4. 7 Use Case Input Management picture .............................................................75 Figure 4. 8 Use Case Approval Management Picture ......................................................79 Figure 4. 9 Use Case Processing Management ................................................................82 Figure 4. 10 Use Case SMS Management ........................................................................85 Figure 4. 11 Collaboration for Use Case Validate User (Phone Banking) ......................87 Figure 4. 12 Sequence for Use Case Validate User [normal condition] ..........................87 Figure 4. 13 Sequence for Use Case Validate User [Error Condition] ............................88 Figure 4. 14 Collaboration for Use Case View Customer Data .......................................88 Figure 4. 15 Sequence for Use Case View Customer Data [Normal Condition].............89 Figure 4. 16 Sequence for Use Case View Customer Data [Error Condition] .................89
..........................................................................................................................................90 Figure 4. 18 Sequence for Use Case Record Customer Request (Redeem Anything) .....91 Figure 4. 19 Collaboration for Use Case Record Customer Request (Mileage redemption)
..........................................................................................................................................92 Figure 4. 20 Sequence for Use Case Record Customer Request (Mileage redemption) .93 Figure 4. 21 Collaboration for Use Case Record Customer Request (Virtual Voucher).94 Figure 4. 22 Sequence for Use Case Record Customer Request (Virtual Voucher)........95 Figure 4. 23 Collaboration for Use Case View Customer Request List and Details (Phone Banking)...............................................................................................................96 Figure 4. 24 Sequence for Use Case View Customer Request List and Details (Phone Banking) ...........................................................................................................................96 Figure 4. 25 Collaboration for Use Case Request to Cancel Customer Request .............97 Figure 4. 26 Sequence for Use Case Request to Cancel Customer Request ....................97 Figure 4. 27 Collaboration for Use Case Edit Customer Request (Redeem Anything)...98 Figure 4. 28 Sequence for Use Case Edit Customer Request (Redeem Anything) .........99 Figure 4. 29 Collaboration for Use Case Edit Customer Request (Milage and Virtual Voucher) .........................................................................................................................100 Figure 4. 30 Sequence for Use Case Edit Customer Request (Mileage and Virtual Voucher) .........................................................................................................................101 Figure 4. 31 Collaboration for Use Case Retrieve Credit Card Data from V+ ..............102 Figure 4. 32 Sequence for Use Case Retrieve Credit Card Data from V+ .....................102 Figure 4. 33 Collaboration for Use Case Validate User (Team Leader/BPU) ...............103 Figure 4. 34 Sequence for Use Case Validate User (Team Leader/BPU) [Normal Condition] .......................................................................................................................103 Figure 4. 35 Sequence for Use Case Validate User (Team Leader/BPU) [error condition]
........................................................................................................................................104 Figure 4. 36 Collaboration for Use Case View Customer Request List and Details (Team Leader/BPU)...................................................................................................................105 Figure 4. 37 Sequence for Use Case View Customer Request List and Details (Team Leader/BPU)...................................................................................................................105 Figure 4. 38 Collaboration for Use Case Reject Customer Request (Redeem Anything)
........................................................................................................................................106 Figure 4. 39 Sequence for Use Case Reject Customer Request (Redeem Anything) ....107 Figure 4. 40 Collaboration for Use Case Reject Customer Request (Mileage and Virtual Voucher) .........................................................................................................................108 Figure 4. 41 Sequence for Use Case Reject Customer Request (Mileage and Virtual Voucher) .........................................................................................................................109 Figure 4. 42 Collaboration for Use Case Approve Customer Request ..........................110 Figure 4. 43 Sequence for Use Case Approve Customer Request.................................110 Figure 4. 44 Collaboration for Use Case Validate User (CFOps-CCO)........................111 Figure 4. 45 Sequence for Use Case Validate User (CFOps-CCO) [Normal Condition]
........................................................................................................................................111 Figure 4. 46 Sequence for Use Case Validate User (CFOps-CCO) [Error Condition] ..112 Figure 4. 47 Collaboration for Use Case View Customer Request List and Details (CFOps-CCO)................................................................................................................112
CCO)..............................................................................................................................112 Figure 4. 49 Collaboration for Use Case Process Customer Request (Redeem Anything)
........................................................................................................................................113 Figure 4. 50 Sequence for Use Case Process Customer Request (Redeem Anything) ..113 Figure 4. 51 Collaboration for Use Case Process Customer Request (Milage and Virtual Voucher) .........................................................................................................................114 Figure 4. 52 Sequence for Use Case Process Customer Request (Mileage and Virtual Voucher) .........................................................................................................................114 Figure 4. 53 Collaboration for Use Case Process Customer Request Result (Mileage) 115 Figure 4. 54 Sequence for Use Case Process Customer Request Result (Mileage) [successful result] ...........................................................................................................115 Figure 4. 55 Sequence for Use Case Process Customer Request Result (Mileage) [Failed result]..............................................................................................................................116 Figure 4. 56 Collaboration for Use Case View Total Redemption................................117 Figure 4. 57 Sequence for Use Case View Mileage Total Redemption.........................117 Figure 4. 58 Collaboration for Use Case Update Credit Card Data to V+ .....................118 Figure 4. 59 Sequence for Use Case Update Credit Card Data to V+ ...........................118 Figure 4. 60 Collaboration for Use Case Validate User (OSS)......................................119 Figure 4. 61 Sequence for Use Case Validate User (OSS) [Normal Condition] ...........119 Figure 4. 62 Sequence for Use Case Validate User (OSS) [Error Condition] ...............120 Figure 4. 63 Collaboration for Use Case View Redemption Request List and Details (OSS)..............................................................................................................................120 Figure 4. 64 Sequence for Use Case View Redemption Request List and Details (OSS)
........................................................................................................................................120 Figure 4. 65 Collaboration for Use Case Export Result to SMS System.......................121 Figure 4. 66 Sequence for Use Case Export Result to SMS System .............................121 Figure 4. 67 Login UI.....................................................................................................122 Figure 4. 68 Customer Data User Interface....................................................................123 Figure 4. 69 Blank Mileage form...................................................................................124 Figure 4. 70 Inputted Mileage form ...............................................................................125 Figure 4. 71 Redemption Request List (Team Leader/BPU).........................................126 Figure 4. 72 Customer Request Details (Approval Process)..........................................127 Figure 4. 73 Redemption Request List User Interface (Close Redeem Anything) ........128 Figure 4. 74 Redemption Request List User Interface (Export Mileage and Virtual Voucher) .........................................................................................................................129 Figure 4. 75 Redemption Request List User Interface (In-Process) ..............................130 Figure 4. 76 Upload Request Result ...............................................................................131 Figure 4. 77 Export to SMS push engine .......................................................................132 Figure 4. 78 Search Request User Interface ...................................................................134 Table 1. 1 Scope of Thesis .................................................................................................5 Table 2. 1 Multilayer Architecture (Three layer) .............................................................10 Table 2. 2 Use Case Diagram...........................................................................................13
Table 2. 4 Collaboration Diagram....................................................................................17 Table 2. 5 Activity Diagram.............................................................................................20 Table 2. 6 Data Flow Diagram.........................................................................................22 Table 2. 7 Class Diagram.................................................................................................25