BINUS INTERNATIONAL UNIVERSITAS BINA NUSANTARA

Major Computer Science Stream Multimedia Bachelor of Computer Science Thesis Even Semester Year 2006 / 2007 SERVICE CENTER MANAGEMENT SYSTEM FOR PT. GADINGSARI ELEKTRONIKA PRIMA: INTEGRATED DATA MANAGEMENT SYSTEM Errol 0700676226 08THE - GROUP

Abstract This thesis discusses about the design and development of a new system called Service Center Management System (SCMS). The new system is designed to be a comparison system for the existing system of PT. Gadingsari Elektronika Prima (GeP) in managing their data and doing their business process. The SCMS is aimed to have a better overall than the existing system in effectiveness, efficiency and work performance of the company. Integrated Data Management System as the part of SCMS will be focusing on the New Ordering and New Inventory Management System. The New Ordering System is responsible for data management such as tracking the order, input and updating the data in the database. The New Inventory Management System is responsible for maintaining information about spare parts used including the price and cost on each order and automatically updates the spare part stocks in database. The testing result comes out with many things to be put in onto the considerations. The new system is easier to adapt, more efficient in data storing, and less error prone compared to the existing system but taking longer time as it drawback. As all parts of the new system combined into SCMS more advantages are gained by the company through implementing this system. PT. Gadingsari Elektronika Prima is interested in implementing this new system design but the data movement from the old database into the new database is still left as a problem.

Keywords Information system, System Design, System Development, Service Center Management System, Desktop Application

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PREFACE In the first place, I would like to thank God for the blessing that enables me to finish the thesis within the given time. I also would like to take this opportunity to express my gratitude to those who have directly or indirectly helped me in the completion of this thesis: §

Mr. Nurhendra Suwarsono M.Sc., as my thesis supervisor

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Mr. Yaya Heryadi, M.Sc., as my thesis co-supervisor

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Ir. Tri A. Budiono M.I.T., as Head of School of Computer Science, BiNus International, Universitas Bina Nusantara, Jakarta,

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Dr. John Hariman, as the Director of PT. Gadingsari Elektronika Prima,

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All staffs of PT. Gadingsari Elektronika Prima,

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All the lecturers who have shared their knowledge during my study in BiNus International,

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Johny and Nanda Noviza Rachman, my team partners,

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My family, for all their support in completing this thesis, and

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My colleagues who have given their support and shared their knowledge.

This thesis is dedicated to PT. Gadingsari Elektronika Prima for achieving high customer satisfaction.

Jakarta, 20 July 2007

Author

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TABLE OF CONTENTS

COVER PAGE TITLE PAGE..................................................................................................................... i CERTIFICATE OF APPROVAL ..................................................................................ii STATEMENT OF EXAMINER ABSTRACT .....................................................................................................................iii PREFACE........................................................................................................................ iv TABLE OF CONTENTS ................................................................................................. v LIST OF FIGURES .......................................................................................................vii LIST OF TABLES .......................................................................................................... ix CHAPTER 1 INTRODUCTION ....................................................................................1 1.1 Background.......................................................................................................1 1.2 Scope ..................................................................................................................2 1.3 Aims and Benefits .............................................................................................5 1.4 Structure ...........................................................................................................6 CHAPTER 2 THEORITICAL FOUNDATION ...........................................................8 2.1 Theoretical Foundation....................................................................................8 2.1.1 Systems Analysis and Design...................................................................8 2.1.2 Knowledge Asset Management ...............................................................9 2.1.3 System Diagram......................................................................................12 2.1.4 Database..................................................................................................16 2.1.5 Microsoft SQL Server 2005 ...................................................................24 2.1.6 User interface design..............................................................................26 2.1.7 Normalization.........................................................................................27 2.2 Theoretical Frame Work ...............................................................................28 2.2.1 System Development Process ................................................................28 2.2.2 Rapid Application Development (RAD)...............................................30 2.2.3 C# .............................................................................................................33 2.2.4 Visual Studio .NET.................................................................................33 2.2.5 .NET Framework ...................................................................................33 CHAPTER 3 ANALYSIS ON THE EXISTING SYSTEM ........................................35 3.1 Company History ...........................................................................................35 3.2 Company Structure ........................................................................................37 3.3 Policy And Procedure ....................................................................................38 3.3.1 Tasks and Responsibility .......................................................................38 3.3.2 Procedure ................................................................................................46 3.3.3 Rules & Policy.........................................................................................52 3.4 Data Flow Diagram........................................................................................57 3.4.1 Context Diagram ....................................................................................57 3.4.2 DFD LV 1 ................................................................................................59 3.4.3 Ordering Process (DFD LV2)................................................................60 3.4.4 Reporting process (DFD LV 2) .............................................................62 3.4.5 Inventory Management ..........................................................................64 3.4.6 Financing process (DFD LV2)...............................................................65 3.5 Existing problems ...........................................................................................66 v

3.6 Alternative Solutions for the Problems ........................................................67 3.6.1 New Ordering System............................................................................67 3.6.2 New Inventory System...........................................................................68 CHAPTER 4 DESIGN OF THE PROPOSED SYSTEM ...........................................69 4.1 Proposed Policy and Procedure ....................................................................69 4.1.1 Customer service ....................................................................................69 4.1.2 Administration........................................................................................70 4.1.3 Technician...............................................................................................71 4.1.4 Branch Leader/Manager .......................................................................71 4.2 Data Flow Diagram........................................................................................71 4.2.1 System Flowchart ...................................................................................71 4.2.2 Detailed Data Flow Diagram.................................................................73 4.3 System Data ....................................................................................................75 4.3.1 Data Dictionary ......................................................................................75 4.3.2 Data Normalization................................................................................78 4.3.3 File Specification ....................................................................................84 4.3.4 Entity Relationship Diagram.................................................................93 4.4 Process Design ................................................................................................94 4.4.1 Use Case Diagram ..................................................................................94 4.4.2 Class Diagram.......................................................................................105 4.4.3 Form Transition /Program Flow ........................................................109 4.5 User Interface Design...................................................................................113 CHAPTER 5 SYSTEM IMPLEMENTATION.........................................................116 5.1 System Specification.....................................................................................116 5.1.1 Development process............................................................................116 5.1.2 Implementation Process.......................................................................117 5.2 Operational Procedures...............................................................................119 5.3 Application Settings .....................................................................................120 5.4 Implementation Strategy .............................................................................123 5.5 Form Screen Shots & Details ......................................................................124 CHAPTER 6 DISCUSSION ........................................................................................143 6.1 System Discussion.........................................................................................143 6.2 The difference between the New system and the Existing system...........143 6.3 Qualification test result................................................................................145 CHAPTER 7 CONCLUSION AND RECOMMENDATION ..................................153 7.1 Conclusion.....................................................................................................153 7.2 Recommendation..........................................................................................154 REFERENCES .............................................................................................................155 CURRICULUM VITAE..............................................................................................158 APPENDICES ..............................................................................................................161 Acronyms ..................................................................................................................161 Service Center Management System Survey.........................................................163 Letter of Approval

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LIST OF FIGURES

Figure 2.1 Figure about DFD elements ............................................................................15 Figure 2.2 Example of Hierarchical Database Model......................................................17 Figure 2.3 Example of Network Database Model............................................................17 Figure 2.4 Example of Relational Database Model .........................................................18 Figure 2.5 Example of Entity Relationship Diagram.......................................................22 Figure 2.6 RAD Life Cycle ..............................................................................................31 Figure 3.1 Organizational Structure of PT. GeP ..............................................................37 Figure 3.2 Operational Structure of PT. GeP ...................................................................37 Figure 3.3 Context diagram of PT. GeP existing system.................................................57 Figure 3.4 LV 1 data flow diagram of PT. GeP current system.......................................59 Figure 3.5 Data flow diagram of ordering process...........................................................61 Figure 3.6 Data flow diagram of reporting process .........................................................62 Figure 3.7 Data flow diagram of inventory management process ...................................64 Figure 3.8 Data flow diagram of financing process.........................................................65 Figure 4.1 System Flow Chart..........................................................................................72 Figure 4.2 New Ordering System Data Flow Diagram....................................................73 Figure 4.3 New Inventory Management System Data Flow Diagram.............................74 Figure 4.4 Entity Relationship Diagram ..........................................................................93 Figure 4.5 Use Case of New Ordering System ................................................................94 Figure 4.6 Use Case of New Inventory Management System .........................................94 Figure 4.7 Class Diagram part 1.....................................................................................105 Figure 4.8 Class Diagram part 2.....................................................................................106 Figure 4.9 Class Diagram part 3.....................................................................................107 Figure 4.10 Class Diagram part 4...................................................................................108 Figure 4.11 Form Transitional Diagram ........................................................................109 Figure 4.12 Layout for login or authentication form .....................................................113 Figure 4.13 Layout for information manipulation form.................................................114 Figure 4.14 Layout for main board form........................................................................114 Figure 4.15 Layout for show details form......................................................................115 Figure 4.16 Layout for list preview form.......................................................................115 Figure 5.1 Application settings select configuration files..............................................120 Figure 5.2 Application settings change connection string .............................................121 Figure 5.3 Application settings change workshop .........................................................122 Figure 5.4 FrmLogin UI.................................................................................................124 Figure 5.5 FrmCS UI......................................................................................................125 Figure 5.6 FrmCustomer UI...........................................................................................126 Figure 5.7 FrmNewOrder UI..........................................................................................127 Figure 5.8 FrmPreviewAdm UI .....................................................................................127 Figure 5.9 FrmFollowUp UI ..........................................................................................128 Figure 5.10 FrmUpdate UI.............................................................................................129 Figure 5.11FrmSparePart UI..........................................................................................130 Figure 5.12 FrmStock UI ...............................................................................................131 Figure 5.13 FrmNewUser UI .........................................................................................131

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Figure 6.1 Chart result of questionnaire 1......................................................................145 Figure 6.2 Chart result of questionnaire 2......................................................................146 Figure 6.3 Chart result of questionnaire 3......................................................................146 Figure 6.4 Chart result of questionnaire 4......................................................................147 Figure 6.5 Chart result of questionnaire 5......................................................................148 Figure 6.6 Chart result of questionnaire 6......................................................................148 Figure 6.7 Chart result of que stionnaire 7......................................................................149 Figure 6.8 Chart result of questionnaire 8......................................................................149 Figure 6.9 Chart result of questionnaire 9......................................................................150 Figure 6.10 Chart result of questionnaire 10..................................................................151 Figure 6.11 Chart result of questionnaire 11..................................................................151

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LIST OF TABLES

Table 2.1 SQL Server 2005 Features ...............................................................................25 Table 4.1 Customer file specification ..............................................................................84 Table 4.2 Customer_Account file specification...............................................................84 Table 4.3 Workshop file specification .............................................................................84 Table 4.4 Employee File Specification............................................................................85 Table 4.5 Employee_Account file specification..............................................................85 Table 4.6 Device_Category file specification..................................................................86 Table 4.7 Defect file specification ...................................................................................86 Table 4.8 Device file specification...................................................................................86 Table 4.9 Supplier file specification ................................................................................87 Table 4.10 Spare_Part file specification ..........................................................................87 Table 4.11 Transactions file specification........................................................................88 Table 4.12 Warranty file specification.............................................................................88 Table 4.13 Ordered_Transaction file specification..........................................................89 Table 4.14 Part_Required file specification.....................................................................90 Table 4.15 Account_Type file specification....................................................................90 Table 4.16 Account file specification ..............................................................................91 Table 4.17 Cash_Flow file specification..........................................................................91 Table 4.18 Booking File Specification.............................................................................92 Table 4.19 Use case narrative of Generate WS Transaction............................................95 Table 4.20 Use case narrative of Update Customer Profile .............................................96 Table 4.21 Use case narrative of Generate HS Transaction.............................................97 Table 4.22 Use case narrative of Estimates Order ...........................................................98 Table 4.23 Use case narrative of Confirm Order .............................................................99 Table 4.24 Use case narrative of Cancel Order..............................................................100 Table 4.25 Use case narrative of Follow Up Order........................................................101 Table 4.26 Use case narrative of Request For Material.................................................102 Table 4.27 Use case narrative of Update Spare Part Information..................................103 Table 4.28 Use case narrative of Issue to Gather Buffer Stock Part ..............................104 Table 5.1 FrmLogin Module Testing .............................................................................132 Table 5.2 FrmCS Module Testing..................................................................................133 Table 5.3 FrmCustomer Module Testing .......................................................................133 Table 5.4 FrmNewOrder Module Testing......................................................................134 Table 5.5 FrmTransaction Module Testing....................................................................135 Table 5.6 FrmDevice Module Testing ...........................................................................136 Table 5.7 FrmAdm Module Testing...............................................................................136 Table 5.8 FrmFollowUp Module Testing ......................................................................137 Table 5.9 FrmUpdate Module Testing ...........................................................................138 Table 5.10 FrmSparePart Module Testing .....................................................................139 Table 5.11 FrmPreviewAdm Module Testing................................................................139 Table 5.12 Stock Module Testing ..................................................................................140 Table 5.13 Master Module Testing ................................................................................140 Table 5.14 FrmNewUser Module Testing......................................................................141

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