Arnima Jain

A. Requirement Overview: Hitachi wants to develop a complain registration mobile application where the Hitachi user can register himself or herself to register complains regarding the product or to give feedbacks regarding the product or services. It has to provide with the maximum user satisfaction and providing the users with instant service. The users has to register him or herself by entering the basic information such as name, address, area, and locality, date of birth, email, alternative phone number, and home phone number. The Hitachi mobile application will also have all the dealer information so that the user can find the dealer nearby them for faster process. When users register their complain then complains will be processed & the company will receive a notification regarding the complains. The user can view notification, and they will have complain history to check the number of complains user have done, complain escalation it is a scenario where a user is not pleased with an employee interaction and wants someone at a higher level within the company to resolve the complaint, complain feedback the user can write feedback freely about the satisfaction with the services he or she has received. The dealer will register. The complain feature will be similar for the dealers as it will be for the users. The user to register they will be authenticated with OTP (One Time Password) any user who wants to access to the application will be authenticated and this request will be processed in the backend with Hitachi CRM to perform the validation task to generate OTP and SMS to the users. B. Proposed Solution: Our Company will provide the client with IOS & Android platform and with: Device OS Resolutions Development Environment iPhone SDK 3.0 with Mac OS v10.5.7 or later Database iPhone 5c, 6, 6s iOS 8+ 960x640, 1136x640, and 750 x 1334 iPad 2,3,4 iOS 8+ 1024x768 and 2048x1536 iPhone SDK 3.2.2 with XCode Version 3.2 SQLite 3.0 Android Smartphone’s OS 4.4+ 1024x600, 1280x768, 1280x720, 1080x1920, 1920x1200 Android SDK 4.0 with Eclipse 4.5 SQLite 3.0 SQLite 3.0 C. Technical Architecture: D. Functionalities: 1. User Functionality: 1.1. Authentication of users: The user will fill up the registration form for a complain registration or for giving feedback. A screen will appear with the following message: To register your complaint/Query/Feedback, Kindly fill the form and submit it. 1.2. The user will be provided with two options such as: 1.2.1.Register as New Customer 1.2.2.Existing Customer 1.3. If the user click on the link of register as new customer then the customer will be redirected to the following page: 1.4. Registration Form: First Name: Last Name:Mobile Number: Address: City: (Drop-Down) State: (Drop-Down) Area Name: (Drop-Down) Pin code: E-mail Address: Username: Password: Submit Reset The user will fill up the details and register them and on submission, the details will be sent to the Hitachi CRM. 2. Login: The user will enter username and password and login into the application. The login page will have a drop down where the user can select its respective type: User, Dealer. Login Drop Down: User or dealer Username: Password: Login Forgot Password 3. Forget Password: The user or dealer can click on forgot password link to set a new password incase if the user or the dealer do not remember it. • As soon as the user will click on the forgot password link the user will directed to the page as follows: Forgot your password? Please Enter the registered email address E-mail Reset Password 4. Find Your Product: Here the user can search for its product. The user will see the following page: Please Provide Product Details Product Range* Please Select from following based on your requirement Products* Please Select from following based on your requirement For Home(Thee user will select For Business either of the two options according to the requirement) If the user select home option particular drop down list with the home appliance product will appear and vice-versa A drop down will appear where the list of home appliances or list of business appliances will be listed as selected by the user. The user can select one of the product Capacity* Please select your product In this option the user will be asked with the capacity of the product. The user can select the capacity of the product the user has purchased This process is filtration process. The user will select the option and the result will be shown accordingly. 5. Product Enroll: Product Category : (Drop-Down) Air-conditioner Refrigerator Washing Machine Purchase Order Number: Upload a File: Invoice Number: Product Name: Quantity: Defects or the issues: Complaint Description: Date & Time: - The user can select his or her preferred time and date according to his or her convince 6. Manage Profile: the user can update his or her personal information. The user or dealer can manage the following information: Settings Change Personal Details Change Contact Details Change Password Delete Account 7. Notification: The user will be notifies with any important information or alerts. The user can view the notification through the application. The user will get push messages too. User will be notified for the following: 7.1. Complaint Status 7.2. New Schemes 7.3. Reminder about warranty/AMC being expired 8. Call History: The user will have two tabs to know status of call • Open status- The call is in process • Closed Status- The call is done and has been closed The user will have the complete details of the complaints he or she has made and will have a separate column so the user can view it any a time for its reference. The user can view the screen as: Product Name: Product Detail: Detail of complaint: Was the issue resolved? Yes OR No Status – Open OR Closed Escalation LevelSatisfactory Result Yes OR No Feedback 9. Call Escalation: The user can escalate the call where a customer is not pleased with an engineer interaction and wants someone at a higher level within the company to resolve the complaint. Escalations are seriously, because this means you have an irate or agitated customer on your hands. In the escalation column we can show the escalation level and the management people at each level. Call Escalation Level 1 Name Designation Call Escalation Level 2 Name Designation Call Escalation Level 3 Name Designation 10. Call Feedback: User Functionality: Once the complaint is closed, the user will enter feedback about the complaint. The feedback form will be as follows: Customer Satisfactory Survey Overall how satisfied you were with the product/service?(Multiple Choice) Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied N/A Did you experience any problems using product or services? Yes, quite often Yes but rarely No Don’t Remember Rate your Experience with the overall support representative Was the issue resolved? Please rate your satisfaction with the wait time Please rate the product knowledge of the support representative Please rate the professionalism of the support representative Please rate your satisfaction with the timeliness of the resolution 11. Contact us: Here the user will have contact details of Hitachi customer service. The user can directly click on the number link and the calling feature will be activated. 12. Videos User will see multiple video links and by clicking on it, the user will activate the view video option. It is for the product demo and for support. E. Dealer/Distributor Functionalities: The application has to be developed for the dealer/distributor so that the dealer or the distributor can register on behalf of customers. Dealer/Distributor can register complain for multiple user’s. The dealer/distributor will not receive any other notification as the customer will receive. 13. Functionalities: 13.1. Registration Form: The dealer will register into the application for multiple users. The dealer will select its type of user from the multiple options. The dealer will be seeing the form as follows: First Name: Location: Address: Contact Number: Mobile Number: Username: Password: Submit Last Name: E-mail: Reset 14. Manage Profile: The dealer can also manage his/her profile as follows: Settings Change Personal Details Change Contact Details Change Password Manage Customer Details Delete Account 15. Manage Customers Complaint Received By: First Name: Last Name: E-mail: Contact Number: Address: State: City: Pin code: Purchase Order Number Upload a File Invoice Number Date & Time:- (According to client convince) Detail of Complaint: 15.1. The details will be for n number of users. The dealer will be notified whether the complaint is open or closed or being processed (will be given updates). 16. Status Details: 16.1. Status List: No Status ID Customer Name Status 1.6.2. The Dealer or the distributor can click on rows for getting the information about the status. When the dealer or the distributor will click on the link the table below will appear: Name: E-mail: Phone Number: Complaint Details: Complaint Registered Date: Status:- Closed Date: Department-(Escalation level) Closed By: Closed Date F. Non-Functional Prerequisites G. User Environment: The application will be compatible to the following mobile OS versions for each platform: 1. iPhone: iPhone will run on iPhone device having 8.0 OS or higher version 2. iPad: iPad application will run on iPad device having OS 8.0 or higher version. 3. Android: Android application will run on Android OS 4.4 or higher version. H. Device Resolutions: Platform iOS Android Device OS Resolutions iPhone 5c, 6, 6s iOS 8+ 960x640, 1136x640, and 750 x 1334 iPad 2,3,4 iOS 8+ 1024x768 and 2048x1536 Android Smartphones OS 4.4+ 1024x600, 1280x768, 1280x720, 1080x1920, 1920x1200 I. Orientations: Portrait Only J. Analytics: Client will provide Google Analytics code for implementation. This will help give the client a better view on the usage statistics. K. Out of Scope The following are NOT covered in the scope of this document. Our Company can provide the services at an extra cost. 1. General 1.1. Any functionality other than mentioned under Functional Requirement. 1.2. Any Installation – Support - Communication for 3rd Party software’s other than Suggested by Our Company or mentioned under functionality requirements. 1.3. Hardware Compatibility – Identification for Deployment platform. 2. Revisions 2.1. Any revisions in Graphics / Design after approval of ART DOCUMENT/ PDF Workflow Document would fall under Change Request and charged extra as applicable. 2.2. Product related research, photo search; photography is NOT covered in this scope. 2.3. Our Company will provide Store deployment only once. A repeat deployment would cost extra as applicable. 3. Documentation 3.1. User Guide and Application Manual are NOT in the scope of this document. 4. Licenses 4.1. Any Scripts, Extensions, Licenses, Modules, codebase etc. if need to be purchased in the course of development is NOT in the scope of Our Company and the Client will need to purchase the same and provide for integration implementation. 5. Any Functional changes required during development stage due to design provided by client may lead to change request if exceeds 4 hours of work. 6. Limitations of third party applications, tools, etc. will be out of scope of this project. 7. The Web Services API is ready with complete documentation for immediate study and implementation. No functional development or enhancement of the same is in scope of this document. L. Project Risks The following are the risk factors for the project. 1. Delay in approvals and sign-off on this document by client, and during the various stages of the project. 2. Delay by client in providing information like specifications, navigation details, Content, FTP and Database access with full rights etc., as well as clarifications on queries from developer. 3. Designs have not been finalized / shown at the proposal stage – extra elements like animations, screens, and module etc. if built during designing, could hamper the project effort and costs estimates, resulting in Change Requests. 4. Questions unanswered at the project start up may lead to Change request if the requirement as understood by the team is not clear enough. 5. If there is delay in signing and Open Source or Codebase version mentioned in this document is no longer available for usage – there could be a change request for any compatibility issues or customization difficulties faced due to the change in codebase version. 6. Customization to 3rd Party ready codebase (if required) may not be achievable to requirements or if achievable may impact (on higher side) the cost and delivery schedules. We assume client understands the same. 7. iPhone Developer Program License Agreement section 3.3.1, the use of non-public APIs is not permitted. 8. Internet Connection should be established to access server side features from the application. 9. If the Web Server / Web Services Ready - Client claims the web services are ready with documentation – but we have not checked the same to authenticate the claim. 10. Risk Factor – Technical Feasibility points - Real time testing will be required to validate the Technical Feasibility, hence a Risk. 11. When we submit application with Password protected areas that are not open to free registration - we also need to provide a test user that has access to the entire application. 12. To integrate Google map Integration in the application, for unsupported locations, thus nonavailability of such locations in Google map. 13. Social media or 3rd party login may not function every time, due to API changes by providers. M. Work Execution by team 1. 2. 3. 4. 5. 6. Designing + Design Integration PDF Screen Flow Document Server Side Development / Management Web service Development, Integration & Documentation Programming / Coding / Testing Store Deployment for Native Apps N. Hosting Environment (Deployment Platform) 1. 2. 3. iPhone: IPhone 8.0+ iPad: iPad OS 8.0+ Android: Android device having OS 4.4+ O. Architecture 1. Development Environment – Software 1.1. iPhone: iPhone SDK 3.0 with Mac OS v10.5.7 or later 1.2. iPad: iPhone SDK 3.2.2 with XCode Version 3.2 1.3. Android: Android SDK 4.0 with Eclipse 4.5 2. Database Requirements 2.1. iPhone: SQLite 3.0 2.2. iPad: SQLite 3.0 2.3. Android: SQLite 3.0 P. Client Provided Details (Received during Analysis) 1. Client Document Q. Project Pre-requisites The following are the requirements that need to be supplied to Our Company before start of the project-. Database details with full rights. Logo and Graphics required for the mobile application. Web Services API details. Design details and specifications. Text in Word Document format. Sample Data for Testing (not more than 30 records) iTunes, Google Play Store credentials for Application upload Coding standards and style Our Company Suggests using SSL for web application that uses Web Services. Without SSL certificate implementation, the data that is being transferred over web services API may become vulnerable, could be hacked, and can be misused. R. Project Responsibility Hitachi Responsibility Our Company’s Responsibility Design Specification Mobile Application Design, Design Extraction & Integration with Mobile Application Develop Web Services API (restful) as per Our Company Instructions on the Store Integrate Web services with Mobile Application & Develop Application Do UAT of Mobile Applications Do Bug Fixing of reported Bugs Upload Applications on respective Stores Do Store Testing once applications are on store. S. Assumptions 1. A full-time subject matter expert will be provided by the client, to enable real-time decisions during the development project. 2. Once this document is approved and signed-off, it supersedes any other documents provided by Client prior to sign-off. 3. Our Company will also provide a full-time subject matter expertise assigned to the project as well as a full-time Site General Manager who is empowered to make real-time decisions. 4. The Client has provided a site map and schema with technical details that has helped create this document however once this document is approved it supersedes any other documents provided by Client before or after approval of this document. 5. Our Company is not responsible for the development and/or operational performance of any 3rd party partners/tools as selected by Client. 6. Client will perform quality assurance to validate features requirements as per requirements document. 7. Performance of the application depends on the hardware selected, bandwidth allocated, size of data and concurrent users. 8. Logo / Branding are not a part of the project. 9. No E-Commerce functionality is required. 10. The application is in single language – English. 11. Tablet and Phone designs and functional flow will be same with only difference in screen size. 12. The client has a ready web server with complete database. T. Disclaimer 1. Whilst some screen illustrations have been provided, these are neither comprehensive nor authoritative. It is expected that the final layouts / functionalities will be provided after the development team does a full Art Document / PDF Workflow Document. The SRS / Prototype will detail the exact requirements of each page in the system 2. Development Team Responsibility will cease if the application is rejected due to any Mobile Store Policy non-compliance. Though the development team will be responsible for any bugs or errors in coding corrections (if the reason for rejection). 3. At this proposal Stage we do not check all feature prototyping and or feasibility testing. U. Deliverable Date 1. 2. 3. 4. 5. Total Project Time: 56 days Project execution will begin within 5 days of approval of the project. Our Company will define the project timelines, milestone in consultation with you. Our Company is responsible to deliver the software as per time agreed. Any delay in Approvals, Artifacts, and Project Requirements etc. would affect the project execution and result in putting the project on hold after three reminders. Once a project goes on HOLD, the production team will re-schedule and re-estimate the project plan. 6. Any delay of the delivery date after start of the project will be subject to clearance from the Our Company Management. * Time specified assumes all approvals will be received within 24 hours of submission and all Project requirements are furnished on time eg. Design specifications, Web Services etc. V. Deliverables 1. 2. 3. 4. Project Plan Approved Designs in PSD Format PDF Screen flow Document Mobile project codebase in zipped folder W. Software Development Procedure 1. Our Company will come up with clear specification of the software, and Client must agree on the software specification. In your case, the specification is already defined in the Scope of Work above. 2. Our Company will appoint a Project Leader on the project as single point of contact for communication over Email, Phone, Yahoo, MSN, and Skype. 3. Our Company will send updates on daily/weekly/fortnightly basis for the project progress depending on the size of the project. 4. Our Company will open FTP account for downloading the software developed for testing purpose. 5. Our Company will deploy a team of Programmer, System Analyst / Project Leader team for executing the project offshore. This team size can be altered as per project requirements. 6. Our Company will provide technical support via Email, phone, Messenger services only. 7. Our Company will be using their indigenously developed coding standards and style for the application – if the Client has any specific standards to be followed then they must be sent to the development team before start of project in a comprehensive technical document. X. Warranty 1. iPhone and iPad– As the code is pre-approved by the store before Application is Live on the store – no warranty is required. 2. Other Platforms – 10 days from date of Beta Release. 3. Warranty does not include any functional enhancements that are NOT covered under Point E Functionalities. Functional Enhancements or changes after 10 days would be charged as per actual. Y. Maintenance & Support (extra costs) Our Company will provide maintenance and Support after the Warranty period is over under the following terms and conditions. 1. The Bug / Request will need to be submitted to Our Company by Email. 2. Each Bug / Request will be given a High, Medium or Low priority by the client. 3. Our Company will take a lead-time of 24 to 48 hours to revert on the task status depending on the priority defined by the client. 4. High Priority will be attended first, medium next and Low as least level. 5. High Priority will be attended before and even during attendance to a Low priority task. i.e. If the developer is working on a low priority task and receives a High priority task, he / she will stop work on the low priority one and attend the high priority task. 6. Only one developer will work at a time for the maintenance and support. 7. In certain complex cases – Our Company may not be immediately be able to rectify or support on ASAP basis due to technical reasons and the client needs to understand the same. Z. Change Request Procedure 1. Change requests will be collected and managed by the Project Leader. 2. Proper analysis of the change will be performed and an impact analysis and dependencies will 3. 4. 5. 6. 7. 8. 9. be conducted to arrive at an execution plan for the same by the project leader in accordance with the Project Manager and the Business Analyst. Project Leader will get the approval of the additional efforts from the client. The Change Request may or may not be approved by the client. On approval by the client the Change Request will be: 5.1. Invoiced as per the rates finalized under the commercial contract 5.2. The requested changes will be incorporated into the project schedule, executed and implemented. The Change Request could include but not limited to: 6.1. Additional functionalities to be developed like reports, functional modules etc. 6.2. Deviation in functional flow of the application or a particular module. 6.3. Changes in reports, screens, design, number of page etc. The Change Request will affect the delivery date and increase the project costs. There may be other Change Request Processes introduced to the project during the Planning and Design Phase. Social Media or 3rd party login integration may have repeat work due to changes in API from providers. These additional changes will be charged extra in change request. AA. User Acceptance Testing 1. Client will be given 15 days to do UAT, if the client does not revert back within the same period, the application will be deemed to be accepted as received - the project warranty period would be initiated and project considered as completed after warranty. 2. All bugs/issues found by client during UAT will be submitted in single batch only, so the team can work on all issues comprehensively instead of in fractured manner. BB. Additional Services Our Company also provides additional Testing Services for over 2000+ devices (device count includes iOS & Android devices) at an extra costs.