SUNWAY COLLEGE JOHOR BAHRUCTD 1203SYSTEMS DEVELOPMENTGROUP ASSIGNMENTJANUARY 2019Students’ NameStudents’ IDTai Kang Sheng18042853Chong Yin Xuan18042747Tan Zhi Wei18032110Lecturer’s NameMISS REBECCA CHIN157035593980Marks Write-Up157035536195PresentationTable of Contents HYPERLINK l _Toc7080_WPSOffice_Level1 Introduction to the company1 HYPERLINK l _Toc7516_WPSOffice_Level1 Organization chart3 HYPERLINK l _Toc4453_WPSOffice_Level1 Project Title and Project Scope4 HYPERLINK l _Toc1614_WPSOffice_Level1 Project Scope4 HYPERLINK l _Toc16186_WPSOffice_Level1 Ishikawa Diagram5 HYPERLINK l _Toc28015_WPSOffice_Level1 Three Types of Fact Finding6 HYPERLINK l _Toc14354_WPSOffice_Level1 Conduct Interview6 HYPERLINK l _Toc30678_WPSOffice_Level1 Conduct Questionnaires and Surveys7 HYPERLINK l _Toc15155_WPSOffice_Level1 Questionnaires Question Example7 HYPERLINK l _Toc1038_WPSOffice_Level1 Conduct Research8Context Diagram9Diagram 010 HYPERLINK l _Toc24536_WPSOffice_Level1 Reference11Introduction to the company Malaysia Airlines Berhad (MAB) is an airline operating flights from Kuala Lumpur International Airport, which also formerly known as Malaysian Airline System (MAS), branded as Malaysia Airlines.
Besides, Malaysia Airlines from secondary hubs in Kota Kinabalu and Kuching to destinations throughout Asia, Oceania and Europe.
Malaysia Airlines operates flights from its home base, Kuala Lumpur International Airport, and offers connectivity across the globe, including Europe, the Middle East, Australasia, North and South Asia, and Southeast Asia. Malaysia Airlines is the flag carrier of Malaysia and a member of the one world airline alliance. The Malaysia Airlines Berhad (MAB) company commenced operations as the national carrier on 1 September 2015 when Malaysian Airline System (MAS) was dissolved from Bursa Malaysia in 2014 and subsequently ceased operations on August 31, 2015. Malaysia Airlines is the major airline of Malaysia and which flew its first commercial flight in1947. After the formation of the Federation of Malaysia in1963, Malaysia Airlines was then renamed as Malaysian Airways. In 1966, after the Independence of Singapore Agreement 1965, the airline was renamed Malaysia Singapore Airlines (MSA), before its assets were divided in 1972 to form Malaysian Airline System (MAS, since renamed as Malaysia Airlines) and Singapore Airlines. Malaysia Airlines is one of the airlines experiencing financial and image crisis in 2014. Throughout the years, Malaysia Airlines has experienced rises and falls. In the early years of 1950s to late 1990s, the airline expanded rapidly by receiving technical assistance from British Commonwealth Airlines, joining International Air Transport Association (IATA) and extending their routes domestically and internationally. However, Malaysia Airlines had to face their first fall in early 2000 due to financial crisis. The loss reached approximately RM 800 million. The company managed to recover in 2004 but faced another crisis in 2005 due to escalating fuel costs and poor management. A new CEO was appointed develop changes in operations and corporate culture and a Business Turnaround Plan and Business Transformation Plan was launched.Malaysia Airlines proudly flies the national flag on behalf of all Malaysians. As the national airline, Malaysia Airlines has embraced the Negaraku initiative, launched by the Prime Minister of Malaysia with the objective of instilling a sense of patriotism amongst all Malaysians. A few aircraft will bear the Negaraku emblem with special livery, incorporating the spirit of Negaraku. Our inflight magazine, Going Places, as well as our inflight entertainment system will feature Malaysian Heroes and special content with a spotlight on Malaysia.Organization chartProject Title and Project Scope Project Title: Online air Ticket Purchase System ImproveThis project is create to improve the current online air ticket purchase system. In order to give a better experience when customer and staff using the purchase system to purchase the air ticket as well as for the staff to checking the ticket. The new online air ticket purchase system will allow the customer booking they ticket using the official website of the Malaysia Airline and use online payment to pay the fee. Not only that, the new system will also allow our customer to print their ticket using the printing system at the airport. Project Scope The company already have an online ticket purchase system, but it seems to have some problem. The problem of the current online ticker purchase system are, the current system have the problem crashing when customer try to booking a ticket. Not only that, we also get respond from our customer says that the current system are not user-friendly for they to purchase the ticker.We are also notice that the current system have a problem that occurs during the transaction of the payment . This project is to improve the overall experience to the customer as well as the staff when using the system. The main goal is to have a fast and clear system, that is easy to use for the customer. Other than that, is to make the system more user-friend for the customer, so our customer will not have any problem when using the system. We also want to increase the online ticket sell by improving the current Online Air Ticket SystemIshikawa Diagram Three Types of Fact FindingConduct Interview An interview is the process of asking the opinion of the people who using the system both directly or indirectly in order to know the problem of the system. We will conduct a formal interview to ask the internal staff who using the system, what are the problem when their using the system. In this interview, we will select a few employees who related to the system from the sell department as our interviewee. We will prepare a set of questions consisting of open-ended questions, close-ended questions and range of response questions to ask the interviewee. We will record their comments, and follow up the interesting comments made by the interviewee.So, in this interview session we can understand what are the issues faced by the employee who use the system based on their answer.InterviewSection 1 : Interview Detail1.1 Project Title 1.2 Date 1.3 Time 1.4 Venue 1.5 Interviewer’s Name 1.6 Interviewer’s Designation 1.7 Interviewee’s Name 1.8 Interviewee’s Designation Section 2: Question2.1 Do you have difficulty using the online air ticker purchase system (Yes or No)Response:275399576206203957620 YES NO Remark:2.2 What kind of difficulty have you experienced?Response:Remark:2.3 How many time you have experienced those difficulties?Response:Remark:2.4 Rating the online air ticker purchase system from 1 to 5 (5 as the highest mark) how much you rating it ?Response:2377440255905857250260985161480519053129915190516764019051 2 3 4 5 Remark:2.5 What kind of function do you think can be added to the system to improve it?Response:Remark:Section 3 Acknowledgement Section ______________________Interviewer’s Signature _______________________Interviewee’s SignatureConduct Questionnaires and SurveysA questionnaires and surveys can help to visualize the satisfaction of the customer who using the system. We will conduct questionnaires and surveys in both in web-based and in face to face form from the customer who using the system and travel using our airline.The questionnaires and survey in conducted from the people who using our airline. When their open the website, a message a pop up to ask them to join a survey.By using the questionnaires and surveys fact-finding method, we can transfer the data from the surveys into a visualize chart that show different type of information. So that we can have a clear look about the customer opinion about the system.Questionnaires Question ExampleIs it easy to use the online air ticker purchase system ?( ) Easy( ) Normal( ) DifficultDo you like the experience of the online purchase ? ( ) Yes( ) Normal( ) NoHave you faced any system failure when using the online air ticker purchase system ?Response : _______________________________________________Do you have any suggestion about the online air ticker purchase system ? Response : _________________________________________________ _________________________________________________Conduct ResearchResearch is the process of searching the internet or other kind of source about trend of the industry. Research is important to have in order to understand the customer needs of the current generation.We will conduct the research using the power of internet. By searching the internet we can know what is the newest technology that can implement into our system in improve the customer satisfaction.Not only that, we can conduct a research that target at the competitor of the company, for example Air Asian. What had they done in the online ticket purchase system to get good respond from the customer and what kind of features they included in their system. So, we can know what are the thing that customer want to see.36410903817620BankBankContext Diagram25146038735CustomerCustomer67132204445Flight Management SystemFlight Management System3658235463550Online Air Ticket Purchase System0Online Air Ticket Purchase System49530002254251905000240665 Flight Booking Request Customer booking request18897602139955067300168275 Ticket information Generate ticket information51523901797051905000194945 Payment Receipt information 19050002292355113020213995 Ticket slip Generate Ticket slip 4671695239395415290031750 Transaction Generate receipt3452495361952Ticket PrintingSystem2Ticket PrintingSystem2008505535305Diagram 0Flight Databases4762500193040 Validate Ticket Ticket Slip Information Approval 481520536830 422402050802021840109220 Print Ticket Duplicate Receipt information 628396056515 Flight Management System Flight Management System35807651022350Online Air Ticket Purchase System0Online Air Ticket Purchase System1215390120650CustomerCustomer Flight Booking Request Customer Booking Request 47028101714524796752540 Generate Ticket Information Ticket Information491045547625245808513970 Ticket Slip Receipt Information 251396517145490410543815 Generate Ticket Slip4729480196851844040908051568450133985425323031750 Payment Receipt Duplicate Receipt 3647440158115BankBank1147445952501Payment System1Payment System Transaction2503805410210249682062230 Generate receipt Reference