EXNO:

DATE:
BUSINESS PROCESS OUTSOURCING MANAGEMENT SYSTEM
AIM
To develop a project Business process outsourcing(BPO) management system
Using Rational Rose software and to implement the software in Visual Basic.
PROBLEM ANALYSIS AND PROJECT PLANNING
Generally outsourcing can be defined as an organization entering into a contract with
another organization to operate and managed one or more of its business processes.
There are many problems faced by the BPO one among them is meeting their targets
and leaving the concern very often and switch to another company.In this project we deal
with the inbound system of the BPO.In inbound system the agent calls the customer from his
database to sell his product.
PROBLEM STATEMENT
In this BPO inbound system , the process undergoing is that the agent tries to sell his
product so that the agent gets the details of the customer from the database and pitches about
his product and makes the sales successful. The communication is done through the
telephone. Telephone is the major component used for this customer satisfaction service. The
steps are as follows:

The agent login to the website and enters the username and password .It checks for
authorization .

If the username and password is correct ,it allows the agent to get the
the customer from the database.

Now the agent makes the call to the customer and pitches about the product.

If the customer is satisfied ,agent sells the product else disconnects the call.

Agent proceeds with the another call.

details of

SOFTWARE REQUIREMENT SPECIFICATION

1. INTRODUCTION
BPO is typically categorized into back office outsourcing-which includes internal
business functions such as human resources or finance and accounting, and front office
outsouring-which includes customer related services such as contact center services.
BPO that is contracted outside a companys country is called offshore outsourcing.BPO
that

is contracted to a companys neighbouring country is called nearshore

outsourcing.Given the proximity of BPO to the information technology industry,it is

categorized as an information technology enabled service or ITES.Knowledge process
outsourcing(KPO) and legal process outsourcing(LPO) are some of the sub-segments of
business process outsourcing industry.In the following SRS the front office outsourcing is
explained in detail.
2. PURPOSE
The purpose of this system is to provide information about the customer need from
inside and outside world.With the reduction in communication costs and improved
bandwidths
massive

and

associated

infrastructure,BPO

as

segment

is

witnessing

growth.One of the key challenges that BPO campanies is that to provide data

entry/data validation services is an efficient and effective way of getting the source
documents from different customers and accurately route the same of different operators
for processing.
3.SCOPE
Developing a good BPO management system.BPO is a way in which
it helps to increase companys flexibility.As part of BPO,documents need to be
managed between the outsourcing company and the offshore company.Multiple
clients need to be managed by the BPO company.
4.GLOSSARY
TERM

DESCRIPTION

Customer

Person who is seeking information.

Agent

People who receives the query.

Database

Collection of all information monitored by the BPO system.

Reader

Anyone visiting the site to read about BPO management system.

Software requirement

A document that completely describes all the functions of

specification

a proposed system and the constrains under which it

must operate.

User

Customer and reader

5. OVERVIEW
This system deals with the front office outsourcing,it is designed to
understandable to the customers.it lists the set of all constrains and functions
performed by the customer.The main function of the this system is the customer
6. OVERALL DESCRIPTION
The BPO management system utilizes information from the database to
accomplish the goal.Communication is through phone interaction.It gets the
information of the customer from database and interacts with the customer
promptly and describes about the product.If the customer is satisfied with it the
process will proceed else the call will be terminated.

7. REFERENCES
Business process outsourcing the competitive advantage by Rick L. Click,Thomas
N.Duening-2005. Srs document is referred from the standard IEEE format from fundamentals
of software engineering by Rajib Mall(2004)page no:356
8. FUNCTIONALITY
Many customers of the process to check for its occurance and other works.we all have
to carry over at same time.
9. USABILITY
The user interface to make the bpo management to be efficient.
10. PERFORMANCE
It is the capability about which it can perform function for many user efficiently at the
same time without any error occurance

11. SYSTEM ENVIRONMENT

The BPO system is embedded in a larger system involving several management
systems.we describe this environment as communication system between customer and agent
through voice chat.The administrator of the system uses FTP for moving files from one place
to another.
12. FUNCTIONAL REQUIREMENTS
Functional requirements are those refer to the functionality of the system.i.e. what
services it will provide to the user. Non functional (supplementary) requirements pertain to
other information needed to produce the system correctly and detailed separately.

UML DIAGRAMS
The following UML diagrams describe the process involved in the online recruitment
System

Use case diagram

Class diagram

Sequence diagram
Collaboration diagram

State chart diagram

Activity diagram

Component diagram

Deployment diagram

Package diagram

USE CASE DIAGRAM

A use case is a methodology used in system analysis to identify, clarify, and organize
system requirements. The use case is made up of a set of possible sequences of interactions
between systems and users in a particular environment and related to a particular goal. It is
represented using ellipse.
Actor is any external entity that makes use of the system being modelled. It is represented
using stick figure.

USE CASE DIAGRAM

log in
database

process agent

searches the database for

customer details

gives the phone no & customer

details

agent dial up the rec ords

customer responds to the agents

call

agent pitches his produc t

respond to agent if cust is

interested

agent proceeds another call

customer

DOCUMENTATION OF USE CASE DIAGRAM

The actors in this use case diagram are Process agent ,Customer and Database. The
usecases are the activities performed by actors.
USE CASE
Use case is a collection of failure and related success scenarios that describe the actor
using a system to support a goal.
ACTOR
The Actor is a user playing a role with respect to the system. A single actor may
perform many use cases. Similarly a user case can have many users performing the operation.
PROCESS AGENT
The ultimate Goal of the process agent is to make sale. The operation performed by
him/her is he/she will first call the customer then pitches there product for sale. If the
customer is interested the agents mark it has a sale else disconnects the call and moves to
another customer.
DATABASE
The database is neither a computer nor a memory where all the customers details will
be stored. It consists of the customer name, customer address, and customer phone number.
Further details of the customer can also be added in the future by the agent.
CUSTOMER
Customer plays a vital role in the BPO industry. Agent calls the customer from the
database. Once the call gets connected and the customer is happy with the product which is
pitched by the agent then he/she will show interest for buying the product else he/she will
reject the product and disconnect the call.
CLASS DIAGRAM
A class diagram in the unified modeling language (UML) is a type of static structure
diagram that describes the structure of a system by showing the system's classes, their
attributes, and the relationships between the classes. It is represented using a rectangle with
three compartments. Top compartment have the class name,middle comparment the attributes
and the bottom compartment with operations.

DOCUMENTATION OF CLASS DIAGRAM

This class diagram has three classes process agent, customer and database.

Agent is the class name. Its attributes are username, password, name, phoneno
and address. The operations performed by the agent class are login, giving details
to customer and selling the product.

Customer is the class name. Its attributes are name, phoneno, address . The
operations performed are attending the call,asks about the product.

Database is the class name. The operations performed are storing customer
details, verifying login and updating the customer details.

SEQUENCE DIAGRAM
A sequence diagram in Unified Modeling Language (UML) is a kind of interaction
diagram that shows how processes operate with one another and in what order. It is a
construct of a Message Sequence Chart. There are two dimensions.
1.Veritcal dimension-represent time.
2.Horizontal dimension-represent different objects.

agent

database
database

customer

fetches data from data base

gives customer infomation

dials the customer

cust respond to agent call

pitches his/her product

if necessary cust buys ,else disc onnect s

updates t he c all hist ory

proc eeds another c all

DOCUMENTATION OF SEQUENCE DIAGRAM

The single use case in the BPO management system is taken and sequence of operations
followed in the usecase.
The BPO has the following sequence of process:
1.Agent fetches the data from the database
2.database provides the details of the customer to agent and agent dials to the customer.
3.Customer responds to the agent and agent pitches his/her product.
4.If necessary customer buys else discards.
5.Agent updates the call history
6.proceeds with the another call.

COLLABORATION DIAGRAM
A collaboration diagram, also called a communication diagram or interaction diagram,. A
sophisticated modeling tool can easily convert a collaboration diagram into a sequence
diagram and the vice versa. A collaboration diagram resembles a flowchart that portrays the
roles, functionality and behavior of individual objects as well as the overall
operation of the system in real time.

updates the call history

3: dials the customer

5: pitches his/her product
Agent

custome
r

4: cust respond to agent call

6: if nec ess ary c us t buys , el se disc onnect s
1: fet c hes dat a from dat a
bas e
8: proc eeds anot her c all
2: gives c us t om er infomat ion

dat abas
e

DOCUMENTATION OF COLLABRATION DIAGRAM

This diagram is similar to sequence diagram.But the difference is the various operations
involved in the particular use case will be numbered.In this diagram,the sequence of step is

Fetches the customer details from the database.

Database provides the customer details.

Agent dials the customer.

Customer responds to the agent call.

The agent pitches about his/her product to the customer.
If necessary customer buys else disconnects the call
The agent updates the call history.
The agent proceeds with the another call.

STATE CHART DIAGRAM

It is also called as State diagram .The purpose of state diagram is to understand the algorithm
in problem statement.

A state is represented as a rounded box, Which may contain one or more compartments.
Compartments are all optional.
Types of compartment:
*Name compartment- holds name of the state
*Internal transition- holds internal actions or activities.
State chart is shown as the small dot .
Final state is shown as circle surrounding a small dot.

login

fet c hes data

4rm dat abase

c alls t he
customer

pit c hes t he
product

s ales the
product

proceeds
another call

DOCUMENTATION OF STATE CHART DIAGRAM

The various states are login,fetches data from database, calls the customer, pitches the
product, sales the product, proceeds with another call.
The state chart diagram describes the behavior of the system.

1. The main purpose of the system is to sale the product to the customer.
2. After login, the agent gets details of customer from database.
3. the agent calls the customer.
4. The agent pitches about the product.
5. If customer interested , the agent buys the product else discards.
6. Agent proceeds with the another call.
ACTIVITY DIAGRAM
Activity diagrams are graphical representations of workflows of stepwise activities
and actions with support for choice, iteration and concurrency. In the Unified Modeling
Language, activity diagrams can be used to describe the business and operational step-by-step
workflows of components in a system. An activity diagram shows the overall flow of control.
An activity is shown as an rounded box containing the name of the operation.

DOCUMENTATION OF ACTIVITY DIAGRAM

Activity Diagram is shows the flow of the activity which is carried out in the BPO
management. It is more or less equal to the flow chart which we use in our programming
languages. It consists of states such as login , fetches the data, calls the customer, pitches the
product, makes the sale and etc

Initial node: The filled in circle is the starting point of the diagram. An initial node isnt
required although it does make it significantly easier to read the diagram.

Activity final node. The filled circle with a border is the ending point. An activity
diagram can have zero or more activity final nodes.

Activity. The rounded rectangles represent activities that occur. An activity may be
physical, such as Inspect Forms, or electronic, such as display the BPO details.

Flow/edge. The arrows on the diagram. Although there is a subtle difference between
flows and edges I have never seen a practical purpose for the difference although I have
no doubt one exists. Ill use the term flow.

COMPONENT DIAGRAM
The component diagram's main purpose is to show the structural relationships
between the components of a systems. It is represented by boxed figure. Dependencies are
represented by communication assosiation.

BPO proc es s
management

calls
customer

pitches his/her
products

makes
sale

DOCUMENTATION OF COMPONENT DIAGRAM

The main component in this component diagram is BPO management systems. And
the agent calls customer, pitches about his product and makes the sale are the main
component comes under the component diagram.
DEPLOYMENT DIAGRAM
A deployment diagram in the unified modeling language serves to model the physical
deployment of artifacts on deployment targets. Deployment diagrams show "the allocation of
artifacts to nodes according to the Deployments defined between them. It is represented by 3dimentional box. Dependencies are represented by communication assosiation.

BPO
ma...

Agent

custom
er

DOCUMENTATION OF DEPLOYMENT DIAGRAM

The processor in this deployment diagram is the BPO management system which is the
main part and the devices are the agent, customer and to sell the product to the customer are
the main activities performed in the system.
PACKAGE DIAGRAM
A package diagram in unified modeling language that depicts the dependencies
between the packages that make up a model. A Package Diagram (PD) shows a grouping of
elements in the OO model, and is a Cradle extension to UML. PDs can be used to show
groups of classes in Class Diagrams (CDs), groups of components or processes in Component
Diagrams (CPDs), or groups of processors in Deployment Diagrams (DPDs).
There are three types of layer. They are

User interface layer

Domain layer

Technical services layer

User interface
layer

Web

Login

Domain layer
Agent
calls
custome
r

Customer
attends
calls

Decide
the
scheme

Proceeds
with another
call

Agent abort
the call

Databas e

Get details

Update details

Agent gets customer

details from the database
and calls the customer

DOCUMENTATION OF PACKAGE DIAGRAM

The three layers in the BPO management systems are

The User interface layer - consists of the web and login. This layer decribes how
The agent logs on to the website and gets the customer details.

The Domain layer shows the activities that are performed in the BPO
rmanagement system.The agent makes the call and he pitches about the product to
customer and makes sale.Finally agent aborts the call and proceeds with another call.

The Technical service layer the customer details are shown in the
database.If the customer buys product it makes the sale entry.

FORM 1

FORM 2

FORM 3

FORM 4

FORM 5

FORM 5

FORM 6

FORM 7

FORM 7

FORM 8 :
SOURCE CODE:

customer
Option Explicit
'##ModelId=4D62041B005D
Private NAME As Variant
'##ModelId=4D62041F01F4
Private address As Variant
'##ModelId=4D6204240119
Private phone_no As Variant
'##ModelId=4D6205B7008C
Public NewProperty As process_agent
'##ModelId=4D62042F0271
Public Sub attends_call()
End Sub
'##ModelId=4D62043B036B
Public Sub asks_query()
End Sub
database
Option Explicit
'##ModelId=4D620452000F
Private NAME As Variant
'##ModelId=4D62059502DE
Public NewProperty As process_agent
'##ModelId=4D620459007D
Public Sub get_details()
End Sub
'##ModelId=4D620569006D
Public Sub update_details()
End Sub
Public NewProperty As customer
'##ModelId=4D6205AE00FA
Public NewProperty2 As database
'##ModelId=4D6203E2000F
Public Sub makes_call()
If Form1.Text1.Text = "bpo" And Form1.Text2.Text = "123" Then
MsgBox "Login successfull"
Else
MsgBox "Invalid password"
End If
Form2.Show
End Sub
'##ModelId=4D623EA02AF

RESULT
Thus the project to develop BPO management system using Rational Rose Software
and to implement the software in Visual Basic is done successfully.