ANALYTICAL AND CONCEPTUAL DESIGN OF REWARD REDEMPTION WEB-BASED SYSTEM IN BANK XYZ

(1)

BINUS INTERNATIONAL

BINA NUSANTARA UNIVERSITY

Major Information Systems Sarjana Komputer Thesis Semester Even year 2007

ANALYTICAL AND CONCEPTUAL DESIGN OF

REWARD REDEMPTION WEB-BASED SYSTEM IN

BANK XYZ

Denny 0700675601 Abstract

Bank XYZ has been trying to deliver reward upon the ownership and utilization of its Credit Card to build loyalty, trust and interest for their customers. Currently, Bank XYZ Indonesia has three types of redemption: (1) Redeem Anything, (2) Mileage and (3) soon to be implemented: Virtual Voucher. However the redemption request still either processed partially or entirely manually or done with many separate applications for each program that confuse the users.

Bank XYZ is in need on more integrated system for the ir Reward Redemption Program, particularly in processing customer request, as well to develop and connecting it to other systems in the Bank.

In order to develop the proposed system, several crucial steps need to be taken to assure it will comply and reflect users’ requirements. Analyzing through the current business processes and communication with stakeholders are important. In designing the system, tool such as UML Diagram is used to describe how the proposed system will work, while the development method is using SDLC that focuses on use-case driven for each of its phases.

(2)

i

PREFACE

Acknowledgements

First, I would like to thank God for his blessings and companions throughout every second of my life.

To Mr. Totok A.Soefijanto for his support, advice, willingness to assist and help me in finishing this thesis in the past 6 months.

To Mr. Abubakar Siddiq and Mr. Huibert Andi Wenas for being the best lecturers for us in Information Systems class.

To all of my friends in Information Systems major for sharing the joy, fun, knowledge, pain and burden together.

To my family, my Mom, for giving me the support throughout my life

(3)

ii

LIST OF FIGURES AND TABLES

Figure 3. 1 Regional Level Organizational Structure ...27

Figure 3. 2 Services Organizational Structure ...27

Figure 3. 3 Bluespider redemption request xls file ...31

Figure 3. 4 V+ system interface ...33

Figure 3. 5 Correlation between Card, Logo and Digit...34

Figure 3. 6 Redeem Anything Activity Diagram...38

Figure 3. 7 Mileage Activity Diagram (part 1) ...40

Figure 3. 8 Mileage Activity Diagram (part 2) ...41

Figure 3. 9 Customers’ Mileage Redemption Request Result from Airline Company in txt file ...44

Figure 3. 10 Input and output of Reward Redemption Program...45

Figure 3. 11 Overall Context Diagram...46

Figure 3. 12 Context Diagram (three systems) ...47

Figure 3. 13 DFD Level 1 – Bluespider System ...49

Figure 3. 14 DFD Level 2 – 2.0 Stores Request – Bluespider ...50

Figure 3. 15 DFD Level 2 – 5.0 Produce approved request – Bluespider ...50

Figure 3. 16 DFD Level 1 – KrisFlyer system...51

Figure 3. 17 DFD Level 2 – Stores details - KrisFlyer ...51

Figure 3. 18 DFD Level 2 – Send generated file - KrisFlyer...52

Figure 3. 19 DFD Level 2 – Process result - KrisFlyer...52

Figure 3. 20 DFD Level 1 – V+ system...53

Figure 3. 21 DFD Level 2 – Update data – V+ system...53

Figure 3. 22 KrisFlyer Entity Relationship Diagram...54

Figure 3. 23 Bluespider Entity Relationship Diagram...55

Figure 3. 24 Redeem Anything Conversion request in xls ...57

Figure 3. 25 KrisFlyer input UI...59

Figure 4. 1 Temporary Database...63

Figure 4. 2 Redeem-Anything Activity Diagram...67

Figure 4. 3 Beginning Process of Mileage and Virtual Voucher Activity Diagram...69

Figure 4. 4 Mileage Reward Redemption Activity Diagram (part 2) ...71

Figure 4. 5 Virtual Voucher Reward Redemption Activity Diagram ...72

Figure 4. 6 Class Diagram...74

Figure 4. 7 Use Case Input Management picture ...75

Figure 4. 8 Use Case Approval Management Picture ...79

Figure 4. 9 Use Case Processing Management ...82

Figure 4. 10 Use Case SMS Management ...85

Figure 4. 11 Collaboration for Use Case Validate User (Phone Banking) ...87

Figure 4. 12 Sequence for Use Case Validate User [normal condition] ...87

Figure 4. 13 Sequence for Use Case Validate User [Error Condition] ...88

Figure 4. 14 Collaboration for Use Case View Customer Data ...88

Figure 4. 15 Sequence for Use Case View Customer Data [Normal Condition]...89

(8)

vii

Figure 4. 17 Collaboration for Use Case Record Customer Request (Redeem Anything)

...90

Figure 4. 18 Sequence for Use Case Record Customer Request (Redeem Anything) ...91

Figure 4. 19 Collaboration for Use Case Record Customer Request (Mileage redemption) ...92

Figure 4. 20 Sequence for Use Case Record Customer Request (Mileage redemption) .93 Figure 4. 21 Collaboration for Use Case Record Customer Request (Virtual Voucher).94 Figure 4. 22 Sequence for Use Case Record Customer Request (Virtual Voucher)...95

Figure 4. 23 Collaboration for Use Case View Customer Request List and Details (Phone Banking)...96

Figure 4. 24 Sequence for Use Case View Customer Request List and Details (Phone Banking) ...96

Figure 4. 25 Collaboration for Use Case Request to Cancel Customer Request ...97

Figure 4. 26 Sequence for Use Case Request to Cancel Customer Request ...97

Figure 4. 27 Collaboration for Use Case Edit Customer Request (Redeem Anything)...98

Figure 4. 28 Sequence for Use Case Edit Customer Request (Redeem Anything) ...99

Figure 4. 29 Collaboration for Use Case Edit Customer Request (Milage and Virtual Voucher) ...100

Figure 4. 30 Sequence for Use Case Edit Customer Request (Mileage and Virtual Voucher) ...101

Figure 4. 31 Collaboration for Use Case Retrieve Credit Card Data from V+ ...102

Figure 4. 32 Sequence for Use Case Retrieve Credit Card Data from V+ ...102

Figure 4. 33 Collaboration for Use Case Validate User (Team Leader/BPU) ...103

Figure 4. 34 Sequence for Use Case Validate User (Team Leader/BPU) [Normal Condition] ...103

Figure 4. 35 Sequence for Use Case Validate User (Team Leader/BPU) [error condition] ...104

Figure 4. 36 Collaboration for Use Case View Customer Request List and Details (Team Leader/BPU)...105

Figure 4. 37 Sequence for Use Case View Customer Request List and Details (Team Leader/BPU)...105

Figure 4. 38 Collaboration for Use Case Reject Customer Request (Redeem Anything) ...106

Figure 4. 39 Sequence for Use Case Reject Customer Request (Redeem Anything) ....107

Figure 4. 40 Collaboration for Use Case Reject Customer Request (Mileage and Virtual Voucher) ...108

Figure 4. 41 Sequence for Use Case Reject Customer Request (Mileage and Virtual Voucher) ...109

Figure 4. 42 Collaboration for Use Case Approve Customer Request ...110

Figure 4. 43 Sequence for Use Case Approve Customer Request...110

Figure 4. 44 Collaboration for Use Case Validate User (CFOps-CCO)...111

Figure 4. 45 Sequence for Use Case Validate User (CFOps-CCO) [Normal Condition] ...111

Figure 4. 46 Sequence for Use Case Validate User (CFOps-CCO) [Error Condition] ..112

(9)

viii

Figure 4. 48 Sequence for Use Case View Customer Request List and Details

(CFOps-CCO)...112

Figure 4. 49 Collaboration for Use Case Process Customer Request (Redeem Anything) ...113

Figure 4. 50 Sequence for Use Case Process Customer Request (Redeem Anything) ..113

Figure 4. 51 Collaboration for Use Case Process Customer Request (Milage and Virtual Voucher) ...114

Figure 4. 52 Sequence for Use Case Process Customer Request (Mileage and Virtual Voucher) ...114

Figure 4. 53 Collaboration for Use Case Process Customer Request Result (Mileage) 115 Figure 4. 54 Sequence for Use Case Process Customer Request Result (Mileage) [successful result] ...115

Figure 4. 55 Sequence for Use Case Process Customer Request Result (Mileage) [Failed result]...116

Figure 4. 56 Collaboration for Use Case View Total Redemption...117

Figure 4. 57 Sequence for Use Case View Mileage Total Redemption...117

Figure 4. 58 Collaboration for Use Case Update Credit Card Data to V+ ...118

Figure 4. 59 Sequence for Use Case Update Credit Card Data to V+ ...118

Figure 4. 60 Collaboration for Use Case Validate User (OSS)...119

Figure 4. 61 Sequence for Use Case Validate User (OSS) [Normal Condition] ...119

Figure 4. 62 Sequence for Use Case Validate User (OSS) [Error Condition] ...120

Figure 4. 63 Collaboration for Use Case View Redemption Request List and Details (OSS)...120

Figure 4. 64 Sequence for Use Case View Redemption Request List and Details (OSS) ...120

Figure 4. 65 Collaboration for Use Case Export Result to SMS System...121

Figure 4. 66 Sequence for Use Case Export Result to SMS System ...121

Figure 4. 67 Login UI...122

Figure 4. 68 Customer Data User Interface...123

Figure 4. 69 Blank Mileage form...124

Figure 4. 70 Inputted Mileage form ...125

Figure 4. 71 Redemption Request List (Team Leader/BPU)...126

Figure 4. 72 Customer Request Details (Approval Process)...127

Figure 4. 73 Redemption Request List User Interface (Close Redeem Anything) ...128

Figure 4. 74 Redemption Request List User Interface (Export Mileage and Virtual Voucher) ...129

Figure 4. 75 Redemption Request List User Interface (In-Process) ...130

Figure 4. 76 Upload Request Result ...131

Figure 4. 77 Export to SMS push engine ...132

Figure 4. 78 Search Request User Interface ...134

Table 1. 1 Scope of Thesis ...5

Table 2. 1 Multilayer Architecture (Three layer) ...10

(10)

ix

Table 2. 3 Sequence Diagram ...16

Table 2. 4 Collaboration Diagram...17

Table 2. 5 Activity Diagram...20

Table 2. 6 Data Flow Diagram...22