Design of Web-Based Helpdesk Ticketing System at PT DENSO Indonesia

PT DENSO Indonesia currently has a helpdesk ticket system based on IBM Lotus Notes. The system is currently not being used optimally because it has limited features, depends on the platform provider, and the source code is difficult to develop. The company has also taken a policy this year not to continue the subscription process to the platform provider. The purpose of this study is to analyze the current business processes and propose a new system model that is computerized, as needed, reliable, and does not depend on a particular platform. The system was developed based on a website using the Extreme Programming (XP) method as a Software Development Life Cycle (SDLC), Unified Model Language (UML) notation as document design, and calculation of completion rate and time-based efficiency in measuring system effectiveness and efficiency. The website-based helpdesk ticketing system was successfully implemented as a new system model that runs independently and has easy-to-develop source code. The system also has a completion rate of 86% and a time-based efficiency of 0.00924 goal/sec based on a problem reporting scenario with 15 participants

A collaborative learning trial between New Zealand and Sweden - using Lotus Notes Domino in teaching the concepts of Human Computer Interaction

This paper reports the results of a collaborative learning exercise between students at Auckland Institute of Technology and Uppsala University. The exercise was conducted using both a Lotus Notes Domino collaborative database and electronic mail to support students working in remote groups to perform a common task. Issues concerning the logistics of such an exercise, student participation and evaluations of the process, ethical considerations and the quality of the learning process are discussed. Some conclusions are drawn concerning the value of Group Ware technology to support this form of collaborative learning, and suggestions are made for future developments

Using Groupware for international collaborative learning

The paper reports the lessons learned from a two year collaborative learning trial between students at Auckland University of Technology (AUT) and Uppsala University. The trials took place using a combination of email and a custom developed Lotus NotesTM database. The first trial involved a case study in which students performed different roles in designing a software solution for an Auckland based nailcare distributor. The second trial built upon the knowledge base of the earlier trial, and required students to evaluate and rank the previous design proposals. A theoretical model developed from the group support systems literature guided some of the changes in the second trial. The software, the collaboration process and the evaluation methods evolved over the course of these trials. The challenges of creating global student communities within a short collaboration window in existing courses of study are discussed. Further extensions to this research are proposed and some general recommendations are mad

An investigation into computer support for cooperative work in software engineering groups

The research of this thesis relates to Computer Supported Cooperative Work (CSCW) in the context of software engineering, and in particular software engineering education. Whilst research into group working has tended to be directed towards CSCW, very little research has been undertaken on group working within software engineering. Linked with CSCW is groupware, which is the class of tools that supports and augments groupwork. This thesis represents an attempt to contribute to the understanding of the groupware needs of software engineers, and to identify and trial groupware that supports software engineering activities. An infrastructure has been developed providing virtual environments, for use by both collocated and geographically distributed software engineering students, to support their groupwork. This infrastructure comprises of synchronous and asynchronous groupware, in the form of desktop video conferencing, and a shared information workspace. This shared workspace has been tailored from the groupware tool, Basic Support for Cooperative Work (BSCW).Within this thesis, hypotheses have been formulated as to the student use of these virtual environments. These hypotheses concentrate on the areas of: organisation and coordination of tasks, the level of cooperation that occurs within the phases of the software lifecycle, the usage of the functions within a shared workspace, and what importance is placed on the role of synchronous communication within software engineering student groupwork. Through a series of case studies it was possible to determine the outcome of these hypotheses using various data collection methods. These methods include questionnaires, focus group meetings, observations, and automatic monitoring of workspace activities. The outcomes of this thesis are that the hypotheses regarding organisation and coordination, and, the role of synchronous communication within software engineering, have been proved. Whilst the determination of the level of cooperation during the phases of the software lifecycle has not been proved, the use of functions within the shared workspace has been partly proved

Beyond the software factory : a comparison of "classic" and PC software developers

Includes bibliographical references.Stanley A. Smith and Michael A. Cusumano

Claim Processing Module for UTP

In this project paper, the Claim Module of Human Resource Management project is presented. The objective of this project is to develop an automated claim module, which can be integrated with other modules making up one integrated system of Human Resource Management system. The new module is created to overcome the problems occur in file-based system while giving benefits to the users and the organization as a whole. To develop the claim module, it was needed to do research and study on several areas that was to understand current business flow ofthe claim module and also on the methodology used to develop the module. In order to achieve the aim of developing this module, the method that was being used is Project Development Life Cycle (PDLC). However, this project did not include all ofthe five phases in PDLC but only several of them were involved which consists of planning phase, analysis and design phase and development phase. In each phase, there were several steps taken according to few methodologies to achieve the objectives of the phase. The result of this project is a working automated claim module that has functionalities according to the new business flow, which meet the objectives of the project and solve the problems in the existing system as well

Managing information overload on the Web with collaborative filtering

Thesis (M. Eng.)--Massachusetts Institute of Technology, Dept. of Electrical Engineering and Computer Science, 1996.Includes bibliographical references (leaves 102-103).by Winnie H. Liang.M.Eng

Advanced Integrated Database System For Petronas Mitco Sdn Bhd

Trading Corporation advanced integrated database system is used for marketing and trading of petrochemicals and general merchandise. Trading is mostly done with third parties. Trading corporation is getting information from third parties in database system. Database system is used by different departments to keep track on business flow of trading corporation and to do financial analysis of information for future updates of trading. This database system involves in different platform (Systems), different departments and different level of user involvement. So integration of database system is most important factor to produce the Business purpose Reports of marketing and trading of petrochemicals and general merchandises. Trading corporation is using SAP system and lotus Notes to keep track on information gathered from third parties and to produce Business purpose Reports for corporation use.The following paper shall present the background of study, problem statement and the objectives and scope of this study. Then the method to be used to achieve those objectives is explained where it examines the technical side of the project, in terms of software to be used, methodology that will suit the project's development as well as data collection techniques. Detail Explanation of Proposed system use case diagram, data flow diagram, SQL query Design, VB.net Report Design and User friendly Vb.Net interface. Further more at the end conclusion, recommendation, project limitation and project enhancement are also describe in detail for future updates of database system

Investigating design features of a computer-mediated communication system

Computer-mediated communication (CMC) is increasingly used in higher education, but it is not without problems. The effectiveness of CMC depends on many factors, including the characteristics of CMC systems themselves. The research reported here therefore aimed to investigate how an educational CMC system might be improved, in order to support learning more effectively. The main context for the research was distance learning at the UK Open University (OU). A two-stage, mixed methods research approach was adopted. In the first stage, interviews and observations were carried out to explore the benefits and problems experienced by users. This revealed two major issues: information overload and lack of social presence. Information overload relates to users’ problems dealing with large numbers of messages. Social presence relates to the need for users to feel connected with each other. The second stage investigated system features aimed at addressing these issues, implemented in a prototype computer conferencing system. Features to address overload included branched message threading and user recommendations. Features to address social presence were ‘résumés’ and instant messaging. These features were evaluated using questionnaires, with several cohorts of students in an OU course. Students expressed approval of the features, although some features were not widely used. Students preferred branched threading to chronological threading because branching helped them to follow ‘conversations’. Students were uncomfortable recommending messages, feeling that the value of a message would vary between people. They were also uncomfortable using instant messaging to contact others whom they did not know. However, the awareness aspect of instant messaging provided a sense of solidarity. The research demonstrated that the problems of overload and lack of social presence are significant, and each has social aspects which must be addressed. Students’ relationships with each other affect whether and how they use the features of CMC systems. We can conclude that particular attention must be paid to the social aspects of online communication, both when designing educational CMC systems and when considering how they are used. To maximise the benefits for learning, students need to feel comfortable with each other online, and there are few short cuts to achieving this

Sticks, balls or a ribbon? Results of a formative user study with bioinformaticians

User interfaces in modern bioinformatics tools are designed for experts. They are too complicated for\ud novice users such as bench biologists. This report presents the full results of a formative user study as part of a\ud domain and requirements analysis to enhance user interfaces and collaborative environments for\ud multidisciplinary teamwork. Contextual field observations, questionnaires and interviews with bioinformatics\ud researchers of different levels of expertise and various backgrounds were performed in order to gain insight into\ud their needs and working practices. The analysed results are presented as a user profile description and user\ud requirements for designing user interfaces that support the collaboration of multidisciplinary research teams in\ud scientific collaborative environments. Although the number of participants limits the generalisability of the\ud findings, the combination of recurrent observations with other user analysis techniques in real-life settings\ud makes the contribution of this user study novel