1.2 Case Study


Swift and Shift Couriers was a small courier and logistics company headquartered in the Mel-bourne CBD that provided same day delivery services. Founded by Bill Wiley, the company grew from a one man show into a striving business employing two drivers. Bill stayed in the warehouse and controls and coordinates pickups and deliveries. As he thought about how his business grew and the services he provided to his customers, Bill began to itemise the kinds of information he will need to maintain. Of course, he needed to maintain information about his customers. Some of his customers were businesses; some were individuals. He needed to have basic address and contact information for every customer. Also, for his corporate customers, he needed to identify a primary contact person. It was mostly his corporate customers who wanted to receive monthly statements listing all their shipments during the month and the total cost. Bill needed to distinguish which customers paid cash and which wanted monthly statements. In fact, for those that paid monthly, he needed to keep a running account of such things as when they were last billed, when they paid, and any outstanding balances. Finally, when payments were received, either for individual shipments or from monthly invoices, he needed to record in-formation about the payment: type of payment, date, and amount. Although this was not asophisticated billing and payment system, Bill thought it would su ce for his needs. Next, he started thinking about his packages and shipments. At the time that a request for a pickup came in, he needed to keep track of it as some type of delivery request or delivery order. At that point in time, Bill mostly needed to know who the customer was, where the pickup location was, and what date and time the package(s) would be ready for pickup. He also recorded the date and time that he received the order. A delivery order was considered open until the delivery van arrived at the pickup location and the packages were all retrived.

At that point, the delivery order was satised.Once the packages were retrieved, each package needed to be uniquely identied. Bill needed to know when it was picked up and which delivery person picked it up. Other impor-tant information was the \deliver to” entity name and the address. He also needed to identify the type of delivery. Some packages were high priority, requiring same-day delivery. Others were overnight. Of course, the weight and cost were recorded so the customer could either pay or have it added to the monthly invoice.

In the courier and delivery business, one of the most important information requirements is the date and time stamp. For each package, it is important to know when it was picked up, when it arrived at the warehouse, when it went back out on the delivery run, and when it was delivered. When possible, it is also important to have names associated with each of these events. Bill discovers that he can provide much better services to his customers if he utilises some of the technology that is available. Specically, Bill wants to have a Web site developed so that his customers can place orders and tracking packages online, instead of relying entirely on phone calls. Hence, Bill has contracted a consultant, you, to draw up some requirements analyses for his Web site.

Here is how Bill wants his Web site and his business to operate:

Ordering Once customers log in, they can go to a Web page that allows them to enter information about each package, including \deliver to” address, size and weight category information, and type of service requested (\three hour”, \same day” and \overnight”). Once the customer enters the information for all the packages, the system will calculate the cost and then print mailing labels and receipts. Depending on the type of service requested and the proximity of a delivery truck, the system will schedule an immediate pickup or one for later that day. It will display this information so the customer will immediately know when to expect the pickup. Pickup Picking up packages is a fairly straightforward process. Upon arriving at the scheduled pickup location, the driver will have the system display any package information available for this customer. If the system already has information on the packages, the driver will simply verify that the correct information is already in the system for the pack-ages. The driver can also make such changes as correcting the address, deleting packages, or adding new packages. The driver then will collect payment and pick up the packages.Tracking The Web site will allow the tracking of status of packages from the time it \knows”about the packages until it is delivered. Intuitively, such statuses include \ready for pickup”, \picked up”, \arrived at warehouse”, \out for delivery”, \delivered” and \cancelled”.



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