Global Communications

Customer Relationship Management

CRM Connect

Software Architecture Document

Version <1.0>

Document Management System

Software Architecture Document
<document identifier>

Version:
<1.0>
Date: <30/11/02>

Revision History
Date
30/11/02

Confidential

Version
1.0

Description
This document provides a comprehensive
architectural overview of the system, using
a number of different architectural views to
depict different aspects of the system.

Precise Solutions Inc. 2000

Author
Palkar, Abhay N.

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Document Management System

Software Architecture Document
<document identifier>

Version:
<1.0>
Date: <30/11/02>

Table of Contents
1.

Introduction
1.1
Purpose
1.2
Scope
1.3
Definitions, Acronyms and Abbreviations
1.4
References
1.5
Overview

2.

Architectural Representation

3.

Architectural Goals and Constraints

3.1
Goal: Access to files when the central database or network is unavailable:
3.2
Goal: The central database can be rebuilt from distributed databases:
3.3
Goal: Distributed databases are included in routine backup procedures:
3.4
Goal: The distributed databases compartmentalize document profile information:

4.

Use-Case View
4.1
Use-Case Realizations
4.1.1 Use Case realizations for Access Control Use Case Scenario

5.

Logical View
5.1
Overview
5.2
Architecturally Significant Design Packages
5.2.1 Design Model For Access Control Design Scenario

6.

Deployment View
6.1
Overview

7.

Implementation View
7.1
Overview

8.

Size and Performance

9.

Quality
9.1
Quality assurance and standards
9.2
Quality planning
9.3
Quality control

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Document Management System

Software Architecture Document
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Version:
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Date: <30/11/02>

Software Architecture Document

1.

Introduction

1.1

Purpose
This document provides a comprehensive architectural overview of the system, using a number of different
architectural views to depict different aspects of the system. It is intended to capture and convey the
significant architectural decisions which have been made on the system.

1.2

Scope
This Software Architecture Document applies to the Customer Relationship Management, which will be
developed by Precise Solutions Inc. This document provides an overview of the architecture and modeling
instructions. The software architecture document provides a comprehensive overview of the architecture of
the system

1.3

Definitions, Acronyms and Abbreviations

Customer Relationship Management (CRM):
Acronym for Customer Relationship Management. Generally refers to a program that provides integrated
functionality for marketing, sales, customer support and call center requirements.
Also see glossary.

1.4

References
Business Case (Version 2.0)
Vision Document (Version 2.0)
Requirements Engineering Processes and Techniques; Gerald Kotonya & Ian Sommerville; John Wiley
& Sons Publishing; March 2001
Software Project Management: A Unified Framework by Walker Royce.
The Unified Software Development Process by Ivar Jacobson, Grady Booch, James Rumbaugh

1.5

Overview
This document describes the architecture of the Customer Relationship Management. The description of
non-functional constraints is given in Architectural Goals and Constraints section. Use cases and their
realization is given in Use Case View section. Static decomposition of the system is presented in Logical
View section. Miscellaneous discussion of other architectural issues, like components of the system, is
presented in the last sections. The software architecture document provides a comprehensive overview of
the architecture of the software system

2.

Architectural Representation
This document presents the architectural as a series of views: use case view, Logical view, deployment
view, and implementation view. These views are presented as Rose Models and use the Unified Modeling
Language (UML).
The following table enumerates the views that are necessary, and for each view, explains what types of
model elements are contained.

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Document Management System

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Use Case View

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Use Case Model:

1.

Use Case Diagram of Architecturally Significant Classes

Model Elements Actors, Use Cases, and Associations.

Analysis Model:
1.

Use Case Realization of Architecturally Significant Classes

2.

Use Case Realization for Access Control Use Case Scenario

Model Elements Boundary Class, Entity Class, Control Class, Interfaces,

Associations, Weak and Strong aggregation.

Logical View

Design Model:
1.

Architecturally Significant Packages

2.

Design Class Diagram for Access Control Design Scenario

Model Elements: Classes and aggregation.

Deployment View

Deployment Model:
Model Elements: Objects and Interfaces

Implementation View

Implementation Model Structure:

Model Elements: Components.

3.

Architectural Goals and Constraints

All performance and loading requirements, as stipulated in the Vision Document must be taken into
consideration as the architecture is being developed. The CRM System must ensure that the security of the
system is upheld. The whole system should be protected from unauthorized access. All remote accesses are
subject to user identification and password control.
Development of the CRM is to be undertaken using Powerbuilder using object-oriented design with a
service based architecture. It will be designed for a 3-tier client server set up. The RF application will be
developed in C and should support the RF hardware and communication. Thin client architecture using
Citrix and Windows 2000 Terminal client will be used to ensure faster transfer of data to the CRM. The
barcode printing functionality will be implemented through an off-the-shelf barcode-printing component.
It is required to develop the application using Microsoft products, with MS SQL Server 2000 as RDBMS
and MS Windows 2000 as the operating system. The application should be able to communicate and
interface with the RYTE ERP application. It should also be developed with an open architecture structure
to allow interface with any future systems GWDC may need to link with the CRM. Intercol is an ISO 9002
and 14001 certified firm, and expects all artifacts to meet their quality standards

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4.
4.1

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Use-Case View
Use-Case Realizations
The use case view will consist of a division of the various tasks that the distinct stakeholders can perform
with the system using actors and use cases. This view will be used to derive, elicit and validate the different
requirements of the system. The following use case view show the architecturally significant classes in the
use case diagram made using Rational Rose.

customer

crmEmployee

complaints

querying_Mailing
newProducts_Promotions

register

modifyProfile

Figure 1Use Case Diagram of Architecturally Significant Classes

Actors. There are two types of actors in the system: the customer and the crmEmployee
actor. Each of them will have access to the system, the web pages namely, through different
interfaces and will accordingly use the related routines to be serviced appropriately.
Use Cases. Five main use cases have been decided to manage the system. These are the
register and the modifyProfile functions used by the customer , the querying_Mailing
operation

performed

by

the

crmEmployee

and

the

feedbacks

and

newProducts_Promotions cases shared among the two actors.

The top level use case diagram below describes the interaction between the system
actors and the related use cases. As seen in the diagram , the customer may be registered to the
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system , may edit and modify his/her customer information kept in system database due to
registration or may write and send feedback messages to the CRM module. On the other hand,
the crmEmployee has the tasks of performing customer based database queries and sending
related mails , reading the feedback messages created by customers and updating/modifying
campaign and promotion news which will be exposed to customers later.

5.

Logical View

5.1

Overview
The logical view will be used to decompose the system into a set of key abstraction that will be utilized to
fulfill the functional requirements of the system. It will provide a high-level breakdown of the system in
terms of objects and object classes and their relations.

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5.2

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Architecturally Significant Design Packages

<<Form>>
loginForm
customerID : String
password : String

complaintTable

eMailList
addComplaint()
1

1..n

0..n

<<Form>>
complaintForm
customerID : String
complaintText : String

customerTable
passwordTable
fieldCheck()
modifyCustomer()
addCustomer()
executeQuery()
getCustomerInfo()
1

getComplaint()

checkPassword()
<<Class Module>>
mailSender
sendMail()

1..n
<<Form>>
regForm
customerID : String
DBData

<<Form>>
productsForm
<<Form>>
queryForm

showForm()

Figure 2 Design Model for Architecturally Significant Packages

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6.

Deployment View

6.1

Overview
The deployment view will also be used to represent non-functional requirements. This view will show how
the different processes identified in the process view are mapped to the different processing nodes
available.

Profiles

Users

DMS

Central Database

Documents
Documents
Documents
Documents

Figure 3 General view

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Server

Server

Server

Server

Server

ERP

Server

SCM

Webserver

Legacy System

Webserver

Application
Development QA

Firewall
Content Creation

User

User

Dtabase

Database

App Server

App Server

User

Database

Raid Disk

PC

Fax

PDA

Mobile Email

Call Center

Figure 4 Deployment Model

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7.

Implementation View

7.1

Overview
The implementation view depicts how the system will be physically decomposed. This view is intended to
show how the system will be organized in terms of libraries and subsystem. Looking at this view, it will be
easy to see which components are shared among the different modules of the system.

Responsibility Mgmt
Component

Reports
Component

Custom Field Mgmt

Component

Campaign Mgmt
Component

WorkFlow Mgmt
Component

Customer Mgmt
Component

Email Mgmt
Component

CRM
EXE

Security
Component

Access Control
Component

User Interface
Component

Web Support
Component

Business Logic
Component

Figure 5 Implementation Model Structure

8.

Size and Performance

Reliability is an important factor to make CRM trustable. Some issues should be considered as following:

9.

Availability: CRM should be available 24 hours per day, 7 days per week. Maintenance access
period is a month. Database is backed up.

Mean Time Between Failures (MTBF): 3 month.

Mean Time To Repair (MTTR): 2 hours

Maximum Bugs or Defect Rateless than 1minor bug per 1000 lines of code.

Bugs or Defect Rate: No critical bug that causes data loss or system crash is allowed.

Quality

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The software architecture supports the quality requirements, as stipulated in the Vision Document.
1.

The desktop user-interface shall be Windows 2000/XP compliant.

2.

The user interface of the Customer Relationship Management shall be designed for ease-of-use.

3.

Mean Time to repair shall be no more than 2 hours.

4.

CRM should be available 24 hours per day, 7 days per week. Maintenance access period is a
month. Database is backed up.

5.

Each feature of the CRM shall have built-in online help for the user. Online Help shall include
step-by-step instructions on using the System. Online Help shall include definitions for terms and
acronyms.

6.

Upgrades to the PC client portion of CRM shall be downloadable from the Application Server
over the intranet.

7.

This system will be able to be used all the time, except for when the system is performing periodic
backups.

8.

In case of CRM, No critical bug that causes data loss or system crash is allowed.

The following table shows the performance, robustness, fault tolerance, functionality, supportability, User
friendly and usability requirements and their expected performance to get approved.

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Requirements

MAX

MIN

Expected

Performance
(User/event
Response time)
Robustness
Fault Tolerance
Functionality
Supportability
User Friendly
Usability

5s

2s

2.5 s

99%
99%
98%
97%
Good
Excellent

96%
98%
96%
95%
Fair
Good

98 %.
99%
98%
97%
Good
Good

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