Business Driven Technology 6th Edition by Paige Baltzan

Exercise 14

Call Center
A manufacturing company, Teleworks, has been a market leader in the wireless telephone business for the past 10 years. Other firms have imitated its product with some degree of success, but Teleworks occupies a dominant position in the marketplace because it has a first-mover advantage with a quality product.
Recently Teleworks began selling a new, enhanced wireless phone. This new phone does not replace its current product, but offers additional features, greater durability, and better performance for a somewhat higher price. Offering this enhanced phone has established a new revenue stream for the company.
Many sales executives at Teleworks seem to subscribe to the-more-you-have, themore- you-want theory of managing customer data. That is, they believe they can never accumulate too much information about their customers, and that they can do their jobs more effectively by collecting infinite amounts of customer details. Having a firm grasp on a wide range of customer-focused details-specifically reports summarizing call center information-can be critical in enabling your company to successfully manage a customer relationship management (CRM) solution that creates a positive impact.
To continue to provide excellent customer support, and in anticipation of increased calls due to the release of its new product, Teleworks needs a database that it can use to record, track, and query call center information. Teleworks CIO KED Davisson has hired you to develop this database.
Project Focus
1. Teleworks has provided you with a data file AYK31_Data.xlsx; its current approach for recording cell center information is a spreadsheet file.
2. Develop an ERD diagram before you begin to create the database.
3. Create the database using a personal DBMS package (preferably Microsoft Access) that will allow data analysts to enter call center data according to the type of issue and the customer, assign each call to a consultant, and prioritize the call.
4. Develop a query that will display all issues that are "open."
5. Develop a screen form to browse all issues.
6. Develop several reports that display:
a. All closed issues.
b. Each issue in detail ordered by issue ID.
c. Each issue in detail ordered by consultant.
d. Each issue in detail ordered by category.
e. Each issue in detail ordered by status.
7. Here are some additional business rules to assist you in completing this task:
a. An issue must have at least one customer.
b. A customer can have more than one issue.
c. Each issue must be assigned to one consultant.
d. Each consultant can be assigned to more than one issue.
e. An issue can only belong to one category.
f. An issue must be assigned only one status code.
g. An issue must be assigned a priority code.
8. Priorities are assigned accordingly:

9. Status is recorded as either open or closed.
10. The categories of each issue need to be recorded as:

Data File: AYK31_Data.xlsx