Introduction
1. Analytical part
1.1 Organizational structure of the company
2 Analysis of software and hardware of the customer service department and the work department
Project part
2.1 Description of the subject area
2 Feasibility study of development and implementation methods
3 Database design
4 Conceptual data model in the Chen standard
5 ER diagram in ERwin environment
6 Model analysis
7 Physical design stage
8 Implementation of basic queries
Conclusion
List of information sources
Introduction
Numerous firms and enterprises require the services of cleaning companies.
A cleaning company is a company that provides comprehensive cleaning services. A set of measures designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing display windows and other external surfaces of buildings - a very complex process, consisting of many different stages, where a large number of participants are involved. The effectiveness of a cleaning organization requires clear coordination of actions among all its employees.
The advantage of specialized companies is determined by the following factors:
· high quality services;
· the cost of services is not higher than the cost of maintaining your own cleaning service;
· expenses for cleaning company services are deducted from taxable profit;
· specialists of cleaning companies perform exclusive and complex specialized work (for example, crystallization of marble coatings);
· efficiency - cleaning is done at a time that is convenient for the Customer.
Today, cleaning is one of the most dynamically developing and stable business sectors in Russia. More and more companies are interested in purchasing high-quality and reliable cleaning services, which places great demands on competent and balanced work with clients.
All of the above advantages require the use of modern cleaning equipment in the work of cleaning companies. information technology, such as specialized information systems, for example, CRM systems.
Customer Relationship Management System (CRM, CRM-system, abbreviated from the English Customer Relationship Management) is application software for organizations designed to automate strategies for interacting with customers (clients), in particular, to increase sales, optimize marketing and improve servicing clients by storing information about clients and the history of relationships with them, establishing and improving business processes and subsequent analysis of the results. The CRM system is applicable in any business where the client is personalized, where competition is high and success depends on providing the most favorable conditions for the client. - an interaction model that believes that the center of the entire business philosophy is the client, and the main areas of activity are measures to support effective marketing, sales and customer service. Supporting these business goals includes collecting, storing and analyzing information about customers, suppliers, partners, as well as the company's internal processes. Functions to support these business goals include sales, marketing, customer support.
The “heart” of any CRM system is a database of both individuals and legal entities that interact with your company as part of the enterprise’s activities. These are not only customers, but also company branches, partners, suppliers, competitors. The customer database is a valuable asset in itself, and proper data management in a CRM system allows you to use information in your work with maximum efficiency. The client base is consolidated, the organization receives full information about your customers and their preferences and, based on this information, builds an interaction strategy.
A unified customer database and a complete history of relationships with them, combined with powerful analytical CRM tools, allows you to retain and develop existing customers, identifying the most valuable ones, as well as attract new customers.
The main function of a CRM system is to help managers plan sales, organize transparent transaction management and optimize sales channels. The system stores a complete history of communication with customers, which helps sales departments analyze customer behavior, create offers that suit them, and win loyalty. The remaining capabilities of CRM systems are presented below:
· planning and coordinating contacts with clients;
· collecting and typing all possible information about clients;
· control of long-term or complex transactions;
· analysis of each stage of projects or transactions;
· formalization of all processes focused on interaction with customers.
This variety software products It is most suitable for those organizations that conduct long-term and multi-stage projects that involve a large number of employees or several departments. Since the number of concluded contracts per unit of time is small, each transaction takes many days and even months. This means that each project requires an exclusively individual approach. In such conditions, it is necessary to take care of customer loyalty. To do this, it is necessary not only to ensure an individual approach, but also strict adherence to the designated deadlines, terms of the contract, as well as coordinated work and punctuality of all employees involved.
1. Analytical part
The MAX group of companies was founded in 2000. The main activity is a multidisciplinary integrated service sector. Since the formation of the MAKS Group of Companies, the range of types of services offered has been constantly expanding. Today, GC "MAX" offers the following types of services (Fig. 1):
· security of objects, rapid response teams, remote security, private detective services;
· ensuring the most efficient and uninterrupted operation of serviced real estate;
· preliminary analysis of existing security systems;
· comprehensive cleaning of premises.
Rice. 1. Areas of service of GC "MAX"
"MAX SECURITY" developed along with the sphere of non-state security. Security of objects, rapid response teams, remote security, private detective services, all this is included in the standard package of services. The department employs IT infrastructure specialists who provide emergency assistance to foreign citizens and know all the nuances of escorting cargo and valuables.
Practice shows that security is not just uniformed guards, but a whole range of measures aimed at preventing and preventing potential threats. These activities are included in the system integrated security"MAX SECURITY", developed by experts with many years of experience.
For customers, an integrated approach to security means that communication with all security services occurs through a single contractor. The company relieves customers of the need to coordinate the work of several unrelated organizations. Having a single operations center allows you to instantly and effectively respond to any emergency situations.
"MAX SECURITY" is constantly improving and developing new security concepts. We integrate advanced foreign technologies into our work and develop our own solutions for specific tasks. However, even the most advanced automated security systems cannot completely displace humans. Therefore, special attention is paid to improving the professionalism of MAX SECURITY employees. Specialists regularly undergo advanced training courses, and their level of training is tested during internal audits. Strict selection of personnel allows us to minimize the influence of the human factor in the services of MAX SECURITY.
The management team of "MAX SECURITY" is aimed at an individual approach to clients. Specialists conduct a multi-level analysis and, based on its results, offer the most effective solutions to ensure client security. At the same time, the scope of activity of MAX SECURITY is not limited to private clients. The employees are familiar with the security of government facilities and have proven themselves in this area.
The division's approach to comprehensive security services is unparalleled and ensures maximum efficiency in any situation.
The "MAX EXPLUTION" division has been operating on the market for more than ten years. The main task is to ensure the most efficient and uninterrupted operation of the serviced real estate. In this case, the statute of limitations for putting the facility into operation and the level of complexity of the equipment do not play a role.
The comprehensive service offered by "MAX OPERATION" includes technical support equipment and engineering systems, as well as security proposals. This list includes maintenance and other scheduled and unscheduled work; design and installation of fire alarms and video surveillance systems, as well as a range of repair and construction services. MAX EXPLUATION clients receive a full package of services from one contractor, which allows them to significantly reduce costs and ease issues of interaction between services.
The specialists of this department are always ready to offer several options for working with an object, depending on its specifics and the client’s wishes. An individual approach allows the customer to count on complete mutual understanding with the contractor and, as a result, obtaining the highest quality result.
IN modern world The equipment and equipment of modern buildings is becoming more diverse and complex. The main goal of this division is to provide comprehensive services for the operation of buildings. All employees understand the latest achievements of science and technology and use them in accordance with the recommendations and standards of the manufacturers. This is the only way to guarantee support for the performance and safety of an object of any complexity at the proper level.
The MAX CONSULTING division has been engaged in consulting and auditing in the field of security for more than 10 years. The main task of the division is a comprehensive analysis of the situation, as well as calculation of development prospects, taking into account the existing problems of the company, as well as the individual characteristics of the business.
MAX CONSULTING employees carry out a preliminary analysis of existing security systems. Naturally, such work is carried out in close cooperation with the customer’s employees, who will bring you up to date and help take into account all the features.
An audit of a company’s activities is carried out by highly qualified specialists who will not only be able to identify critical points in an already used system, but will also suggest ways to eliminate them. All consultants at one time served in law enforcement agencies and have significant experience working in Russia and abroad.
Also, MAX CONSULTING specialists provide assistance in eliminating crisis situations, increase the efficiency of business processes and implement effective management information systems and IT risks of the company.
The division's consultants set themselves the task of building mutually beneficial relationships in order to continue cooperation with the client on a long-term basis. "MAX CONSULTING" offers its clients audit services, legal services in the field of criminal, labor, tax, and other types of law.
The scope of services provided by the company "MAX CLEANING" is cleaning of premises. In Russia, the first cleaning companies arose in 1992-1994. together with the emergence of the first joint ventures, which at that time were the only consumers of their services. During 2012, the increase in the volume of the cleaning services market in Russia in monetary terms amounted to about 9 billion rubles - in 2011 its volume was 45 billion rubles, and at the end of 2012 the cleaning market was already estimated at 54 billion rubles. During the past year, 2014, the volumes Russian market cleaning services increased, according to analysts, by approximately 10-11 billion rubles, and amounted to about 65 billion rubles at the end of last year.
The largest regions for the provision of cleaning services include Moscow, Krasnoyarsk Territory, Tyumen Region, the Republic of Bashkortostan, St. Petersburg, Khanty-Mansiysk Autonomous Okrug. Moscow accounts for $100-150 million of the domestic cleaning market.
According to experts, there are more than 300 cleaning companies operating in the capital's market. Based on the size of the business, they can be divided into 4 large categories.
· largest operators (employee more than 500 people) ~ 67%;
· large operators (staff up to 500 people) ~ 15%;
· medium operators (staff up to 200 people) ~ 7%;
· small operators (staff up to 50 people) ~ 11%.
The range of standard services provided by almost all market players necessarily includes daily comprehensive cleaning, as well as washing of vertical surfaces. Further, about 93% of all cleaning companies offer grinding and polishing services for granite, marble, porcelain and ceramic tiles, as well as cleaning of surrounding areas and specialized cleaning services after construction work and fires. About 87% of the companies that took part in the study provide additional services and personnel, for example, packers, loaders and others, and 80% of cleaning services market players also provide their clients with landscaping services for adjacent and internal areas, garbage and snow removal. The main clients of cleaning companies are supermarkets and shopping centers, manufacturing enterprises, transport and warehouse companies, medical and sports institutions, office and business centers, large international and Russian companies, banks, government agencies, hotel complexes, entertainment venues (cinemas, clubs , casinos), train stations and airports.
Rice. 2. Segmentation of cleaning service consumers
The most lagging segment of the market, as many studies show, is cleaning in healthcare institutions. This state of affairs is explained by established habits, more stringent standards that exist in such organizations and the specific requirements adopted by them for the cleaning performed by the cleaning company’s staff.
The criteria for choosing a cleaning company are: market authority, cost and range of services provided, the level of equipment, technologies and chemicals used in the work, personnel qualifications, cleaning control system.
Cleaning is an industrial necessity in the modern business world. Daily cleaning on a contract basis is a fairly developed area of this company. The ability to order both one-time cleaning and to draw up a contract for cleaning premises at a set frequency, with a convenient work schedule for the client - this is a very common activity today that requires a large amount of data and is perfectly suitable for a design example information system. The company's employees pay great attention to the control and quality of the cleaning performed. An important part of the company's work is also openness. The client has the right to know what, how and with what help he is doing this company"MAX CLEANING" All chemical products have hygienic certificates; partners and clients can visit the production base and get acquainted with the technological capabilities and labor organization at the enterprise.
Cleaning is a modern and widely demanded service provided by various companies specializing in cleaning premises. Such cleaning is carried out by specially trained workers and assessed according to high European standards.
Cleaning appeared in Russia in the early 1990s and primarily began to be in demand among large Western companies that were accustomed to professional cleaning in their homeland. The service combines a full range of activities designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing display windows and other external surfaces of buildings. The list of services usually also includes garbage removal and snow removal from roofs and surrounding areas.
Currently, all services are carried out by qualified personnel using modern technologies cleaning, using the latest products, specially selected for each surface separately, taking into account its physical, chemical and technical features. The Russian cleaning market has expanded significantly and has great prospects for further development. In just a couple of decades, people will forget what self-cleaning is and will turn to a company that provides these services. After all, not only the appearance itself, but also the health of the owner depends on the cleanliness of the room.
The managers of many large and small companies have already become convinced that the cleaning services offered by specialized companies are significantly superior in quality to cleaning services in the usual sense. Professional cleaning involves bringing the premises to an impeccable condition; such cleaning ultimately saves time, increases the service life of finishing materials and increases the prestige of the company.
The company's employees and managers work as a single mechanism, highly value not only the high quality of the services offered, but also analyze the ordered services, forecast the situation in the service market, and, as a result, offer constructive solutions to emergency situations and the most effective solutions to the client's needs.
In 2003, to improve the quality of customer service, it was decided to open a new division that will provide additional professional cleaning services. MAX CLEANING took its first steps in Moscow. The experience gained in the capital was used to enter the regions. And although there were enough problems at first, the company managed to cope with all the difficulties. In 2005, the company entered into a contract with the METRO supermarket chain, becoming one of the first companies to provide cleaning services to supermarkets and hypermarkets. By 2010, the company's staff numbered more than 400 people. Personnel work at sites throughout Moscow. By 2012, MAX CLEANING entered the regions of Russia. The first branches were opened in Krasnoyarsk and Kazan. The quality of professional cleaning of offices and shopping centers exceeds the expectations of regional clients. The company approached its 10th anniversary with a staff of 700 people. All further experience gave me unique knowledge in the field of cleaning.
The reputation of the MAX CLEANING company, which was created in recent years, is of great importance. It requires taking into account the attitude of each employee to their work.
Interaction and communication with clients are essential components of success. It is very important to keep records of contracts with customers, all customer orders that reflect their needs.
Flexible pricing policy, professional level of staff training, use of a variety of equipment and chemicals, allows us to occupy a leading position in this service sector.
The cleaning company provides its services throughout the Russian Federation. The main part of the service area is the central part of the Russian Federation. The company works with many large legal entities presented below in the figure:
Rice. 3. Client companies of "MAX-CLEANING"
.1 Organizational structure of the company
The company "MAX CLEANING" consists of different divisions that perform different functions and tasks, the organizational structure of the company "MAX CLEANING" is presented in Figure 4.
Rice. 4. Organization structure
The General Director and his deputy manage the MAX-CLEANING company, which consists of many departments, including:
· Customer Service Department;
· Works department.
Customer Service Department
The scope of work with clients of the MAX-CLEANING company is extensive: its main task is long-term cooperation and service to legal entities, analyzing their needs, level and focus. Negotiations with client companies, familiarization with the terms of sale of services provided by MAX-CLEANING, control over the execution of work - all this is an integral part of the work of this department.
A client company can contact MAX-CLEANING and use comprehensive cleaning services. The company manager will help you conclude an agreement for long-term cooperation or place a one-time order. He is also obliged to find out all necessary information from the client, namely:
Information about the company of which he is a representative;
Data on the property (premises) in need of comprehensive cleaning;
The client’s desire to choose a cleaning class;
Terms of service;
Special comments on working with the premises (All information received is processed by the manager and is strictly confidential).
If a contract or order is successfully concluded, the service will be transferred to the work department, whose function is the timely and high-quality provision (performance) of cleaning services.
Works department
This department consists of a senior foreman and cleaners forming separate teams. After the contract (order) is transferred by the company manager to the senior foreman, the stage of distribution of cleaning work between the cleaners-foremen follows.
Cleaning of the client’s premises is carried out within the established time limits specified in the previously executed contract (order). A report on the completion of the service is provided to the senior foreman, who evaluates the work of each cleaner in the team that performed this cleaning. In addition, the senior foreman undertakes to notify the customer service manager about the status of this order.
After which the quality of work is checked by the client himself. In case of an unsatisfactory assessment, the manager informs the company management to make appropriate decisions.
In the course of the analysis of the activities of the above-described departments of the MAX-CLEANING company, a business process diagram was constructed, presented below in Figure 5.
Rice. 5. Business process "MAX-CLEANING"
Both departments need prompt customer service and transactions through automation of document flow, as well as the rapid receipt of reporting data and analytical information to provide timely and high-quality services.
1.2 Analysis of software and hardware of the customer service department and the work department
Each customer service manager has a personal computer, a telephone and various peripheral devices to work with the necessary information. The company has the Internet, which all MAX-CLEANING employees have access to. Installed on all PCs operating system Windows 7, required package Microsoft Office, which includes Access, as well as drivers for numerous HP DesktJet peripherals. The software and hardware of the customer service department and the work department are presented in Figure 6.
Rice. 6. Software of the company "MAX-CLEANING"
The company uses a network based on the client-server concept. For modern DBMSs, the client-server architecture has become the de facto standard.
The basic principle of client-server technology is to separate the functions of a standard interactive application into four groups:
· data input and display functions;
· applied functions specific to the subject area;
· fundamental functions of storing and managing resources (databases);
· service functions.
Advantages of this system:
· No duplication of server program code by client programs.
· Since all calculations are performed on the server, the requirements for the computers on which the client is installed are reduced.
· All data is stored on the server, which, as a rule, is protected much better than most clients. It is easier to implement permission control on the server to allow access to data only to clients with appropriate access rights.
The client provides information to the company manager, who records it on his PC using Microsoft Word 2010, prints out the contract (order) and stores the document in paper form. Thus, there is a risk of losing all the necessary information, creating the problem of further searching for information about the client, his premises and contacts. In addition, the manager does not have the ability to automatically calculate not only the cost of cleaning, depending on its class, the size of the premises and the service period of the contract, but also the number of teams required for timely and high-quality cleaning of the premises.
The basic idea is to divide a network application into several components, each of which implements a specific set of services. The components of such an application can run on different computers, performing server and/or client functions. This improves the reliability, security, and performance of network applications and the network as a whole. The information system module I developed for the MAX-CLEANING company will help increase the profitability of the enterprise through in-depth analysis of information about its clients, sales systems, and will allow the company management to track key indicators of the quality of work performed under the contract, which is necessary for making strategically important business decisions and effective evaluation of the work of each employee.
The purpose of my final classification work is to develop an information system module for recording complex cleaning of various premises.
To achieve this goal, it is necessary to complete the following tasks:
Analyze the cleaning activities of the company "MAX";
Create a list of requirements for database development;
Develop a database using the method ER diagrams and Erwin CASE tools;
Implement queries to manipulate data in the database.
The information system module being developed must meet the following requirements:
· Create and store data on contracts with automatic calculation of the cost of service for the contract period;
· Create and store order data with automatic calculation of cleaning costs depending on the size of the room and cleaning class;
· Register data about each cleaning;
· Store information about the quality of cleaning of each team member;
· Calculate an assessment of the team’s performance for the company manager;
· Automatic calculation of the number of teams required to clean premises.
I'm guessing the implementation similar system will increase the speed of processing all necessary documents for the services of a cleaning company, and will also reduce the number of errors when working with clients.
To solve the problems set in the final classification work, the following are used:
· database design method - ER modeling. It is a graphical description of the subject area in terms of “object - property - relationship”. Using ER modeling provides many benefits: it makes domain analysis more focused and specific; allows you to design an AIS without reference to a specific target DBMS and select the latter at any time; when changing the DBMS used, you do not need to carry out the design again, you only need to carry out the step of transferring the ER model to the target one (if the target DBMS you have chosen is supported by this CASE tool, then such a transition will generally be performed automatically);
· CASE - Erwin tool. The advantage is the ability to create database structure diagrams that allow you to automatically solve issues related to maintaining its integrity, as well as the independence of the logical model from the DBMS used, which allows you to use universal methods to export it to specific DBMS.
· MS Access DBMS is selected as the target DBMS. Access is a relational database management system that includes all the necessary tools to create local base data, general database in local network with a file server or database on a SQL server, as well as for creating user applications that work with these databases. Access DBMS includes diverse and numerous relatively autonomous software tools aimed at creating database objects and user applications. Graphical design tools allow the user to create database objects and application objects using numerous graphic elements without resorting to programming.
2. Design part
.1 Description of the subject area
The company has its own fleet in Moscow, which includes 5 VOLVO cars, as well as 6 drivers assigned to each car. Teams (3) performing comprehensive cleaning of premises, consisting of 3 people each.
Company services:
· Comprehensive cleaning of premises (commercial, industrial, warehouse and industrial);
A client who can only be legal entity, addresses an employee of the MAX company in the position of order receiving manager. The company provides its services both at the request of the client himself and during long term(from 7 days and above).
The client discusses the following with the order acceptance manager:
The client provides data about the premises in need of service (type of premises, area, location);
The price, measured in rubles, is determined in the contract (100% prepayment):
Ø At the client’s request (one-time) - depends on the area of the room, the type of cleaning and the number of teams involved.
Ø For a long period of time - depends on the service period, frequency and area of the room.
· Client's personal data
· Premises information
· Service period
· Number of teams involved
The quality of service will be checked by the client and the company employee who controls the results of the team’s work. In the event of a matching, unsatisfactory assessment between the client and the employee, the work group will be reprimanded, up to and including dismissal.
The selection of vehicles available in the company's fleet will be carried out by a transport selection specialist. He will estimate the required number of teams to service the premises and the machines needed for transportation working group to your destination. The selection of cars is carried out immediately after the data provided about the premises by the client before the conclusion of the contract.
.2 Feasibility study of development and implementation methods
For database design service center it was decided to use the ER diagram method. This method design was chosen by me based on the following factors:
The ER diagram method was taught to us in the Database discipline.
The design method using ER diagrams has a number of advantages, namely: clarity; possibility of designing a database with a large number objects and attributes;
ER diagrams make it possible to analyze the subject area more specifically;
Requirements for knowledge of the SQL language are reduced.
The ER model is based on three elements:
· Essence
· Attribute
I chose ERwin Data Modeler as a computer-aided database design system.
The DBMS was chosen Microsoft Access. I chose this DBMS based on the following factors:
Microsoft Access was taught to me during my training;
Access makes it quick and easy to create table queries;
During processing Access data uses the SQL query language, which was also taught to me in the Database discipline.
.3 Database design
Conceptual design stage
Description of entities.
Identification of entities.
Description of connections.
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2.4 Conceptual data model in the Chen standard
2.5 ER diagram in ERwin environment
.6 Model analysis
Composite attribute: - no
Multi-valued attribute: Telephone (company, representative)
Derived attribute:
Order - cost = Cleaning type (cost)* Room (area)
Contract - price = Contract (service period / frequency)* Premises (area)
Recursive connections: - no
1:1 Communication: Order requires Cleaning
Redundant connections: yes
The Company Representative entity appears:
· Client consults with Employee
· Client evaluates Cleaning
· The client signs the Agreement
· The client makes an order
The premises are maintained by employees
The premises are being cleaned
Employees execute the Order
Employees supervise cleaning
The contract obliges Cleaning
m:n connection: yes
Employees doing cleaning
Rice. 8. Final model in Erwin
7 Physical design stage
Data schema in the environment of the selected DBMS
Rice. 9. Database schema
2.8 Implementation of basic queries
cleaning database data manipulation
Rice. 9. Implementations of basic queries
· Displaying a list of contracts between company managers
This request will allow you to view, by the personnel number of the manager who enters the user, a list of contracts he has executed. Such a request will allow you to quickly view information about the work of a specific company manager.
Employees.Tab_Number, Employees.Full Name, Employees.Phone, Employees.Position, Employees.Department_Number, Agreement.Agreement_Number FROM Employees INNER JOIN Contract ON Employees.Tab_Number = Contract.Tab_Number WHERE (((Employees.Tab_Number)=[Enter the manager’s personnel number :]));
· View the assessment of the work of the cleaners-foremen
This request will be sent to view the assessment of the work of the cleaners-foremen. Based on this assessment, the client and the company manager can put forward comments and measures to prevent further errors in the work of the cleaners.
SELECT Employees.Name, Employees.Position, Cleaning.Client_Rating, Cleaning.Manager_Rating, Employees.Crew_Number FROM Cleaning INNER JOIN (Employees INNER JOIN Clean_Employment ON Employees.Tab_Number = Clean_Cleaning_Number) ON Cleaning.Cleaning_Number = Clean_Cleaning_Number W HERE ((( Cleaning.Cleaning_number)=[Enter cleaning number]));
· Display a list of orders for the entered type of cleaning
This request will allow you to view the order details made by the client.
SELECT [Cleaning Type].[Cleaning Class], [Cleaning Type].Cost, Order.Order_Number FROM [Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class] WHERE (([ Cleaning type].[Cleaning class])=[Enter cleaning class:]);
· Search for a client company using the database
This request will allow the employee to enter the name of the client’s company and display a list of previously executed contracts and orders, if any. Thanks to such a request, it will be possible to avoid re-entering information about the client’s company.
SELECT Client.[Company name], Client.Legal_address, Client.Company_telephone, [Company representative].Full name, [Company representative].Email FROM Client INNER JOIN [Company representative] ON Client.NKl = [Company representative].NKl WHERE ( ((Customer.[Company Name])=[Enter Company Name:]));
· Search for unfulfilled/unfulfilled orders
This request will allow you to display a list of completed and unfulfilled orders by user-entered status.
SELECT Order.Order_Number, Order.Status, Order.Reception_Date, Order.[Cleaning Class], Order.Complete_Date FROM Order WHERE (((Order.Status)=[Enter order status:]));
· List of premises by type
This request will allow you to display a list of premises based on the entered
user type of room.
SELECT Premises.Address, Premises.Area, Premises.Type, Premises.NKl FROM Premises WHERE (((Premises.Type)=[Enter the type of premises:]));
· List of contracts whose service period is more than 30 days
This request will allow you to display a list of contracts whose service period exceeds 30 days.
SELECT Contract.Contract_Number, Contract.Order_Date, Contract.Address, Contract.[Service Term (Days)]FROM Contract WHERE (((Contract.[Service Term (Days)])>30));
· Calculating the cost of orders
This request will allow you to display the cost of the order according to the number entered by the user. Thanks to such a request, it will be possible to avoid errors when calculating the cost of orders.
SELECT Order.Order_Number, ([Cleaning Type].[Cost]+[Cleaning Type].[Number of Teams per Unit Area])*[Premises].[Area] AS Order_Cost, Order.[Cleaning Class], Order.Status FROM Premises INNER JOIN ([Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class]) ON Premises.Address = Order.Address WHERE (((Order.Order_Number)=[Enter order number :]));
1. Relevance and need for research
With the recent emergence in the Russian Federation of a new form of property management in the form of a homeowners' partnership (HOA), homeowners' associations (HOA - homeowners associations) and condominiums (hereinafter referred to as property management organizations), tenants (owners) of housing have the opportunity to influence quality maintenance real estate, improvement of the surrounding area and, to some extent, the cost of utilities.
In accordance with Article 161 of the Housing Code of the Russian Federation, the management of an apartment building must ensure favorable and safe living conditions for citizens, proper maintenance of common property in an apartment building, resolving issues regarding the use of said property, as well as the provision of utilities to citizens living in such a building.
b) educational process
Development of scientific and educational courses, as well as popular science materials
Course name/ material | Brief description course/ material |
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Scientific and educational courses | Tutorial "Management Information Systems apartment buildings» | Are given functionality information systems for property management used in the Russian Federation and abroad. The functionality is compared and recommendations are given for choosing an information system. Designed for training students in the areas 080100.62 “Economics” and 080500.62 “Business Informatics” |
Laboratory workshop “System for managing the business rules of an organization for managing apartment buildings” | Are given step by step instructions on creating a business rules management module using IBM ILog. An algorithm for managing HOA business rules is presented. Designed for training students in the direction 080500.62 “Business Informatics” |
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Laboratory workshop "Multi-agent modeling of the activities of a real estate management organization" | Step-by-step instructions are provided for forming agents and forming a business model for a property management organization using AnyLogic. Designed for training students in the direction 080500.62 “Business Informatics” |
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Tutorial “Development of a database for an apartment building using MS Access 2010 DBMS” | Step-by-step instructions are provided for creating database tables, establishing connections between them, building forms, queries, reports and macros using the capabilities of the MS Access 2010 DBMS. |
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Laboratory workshop “Analysis of business processes of a real estate management organization” | Diagrams developed using the object-oriented modeling language UML are presented. Designed for training students in the areas 080100.62 “Economics” and 080500.62 “Business Informatics” |
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Popular science materials | Monograph “Factor and cluster analysis of regional organizations in the field of real estate management” | Recommendations are provided for factor and cluster analysis of parameters characterizing HOAs of the selected region. Provides information about real estate management organizations with the same sets of business processes and identification of the main factors influencing their activities |
Monograph “Algorithms for information exchange in real estate management organizations” | The general algorithm of operation of the IS is given, the operation algorithms software modules IP implementing information services for subscribers, algorithms for interaction of software modules. User interfaces of the information system. Development Features program code modules using the MS Visual 2010 development environment |
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Article “Classification of subscribers and information systems in organizations managing apartment buildings” | The patterns of information exchange within a real estate management organization, the expected composition and volume of data during information exchange, the expected transformations of data during information exchange, forms of presentation of input and output data are determined. |
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Article “Development of a multi-agent simulation model for modeling the activities of HOAs” | Approaches to the formation of agents for the subject area, as well as the development of a simulation model, are presented. The results of modeling the activities of HOAs under various sets source data. |
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Article “Formation of a set of business rules for HOAs” | Approaches to the formation of a set of business rules are given. The possibilities of implementing a business rules management system using IBM ILog are considered. Provides an example of using business rules to make decisions |
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Article “Formation of algorithms for the operation of the information system of a real estate management organization” | The structure of the operating algorithm of the information system, the structure of the algorithms of software modules that implement information services and information exchange with the organization's database are considered. |
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Article “Application of a holistic approach to forming a set of key performance indicators for HOA activities” | The application of the provisions of a holistic approach is considered to form a set of indicators that allow creating a system for assessing the achievement of strategic and tactical (operational) goals of a real estate management organization, assessing the state of the organization and monitoring the business activity of subscribers of the information system in real time. |
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Article "Information services for managing apartment buildings" | The information services provided by foreign information systems to owners (tenants) of real estate in apartment buildings are considered. |
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Article “Formation of a database for the HOA information system” | Data models, data storage and processing technology, data composition, data formats for reflection in user interfaces and output documents, data types, expected composition of tables, as well as a diagram of connections between tables |
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Article “Organizational analysis and model of business processes of HOAs” | The development of a set of models is considered: a strategic model of goal setting, an organizational-functional model, a functional-technological model, a process-role model of a quantitative model, a data structure model (in what form are HOA regulations and objects of the external environment described), business process models |
Outsourcing of corporate information systems
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Information systems integration patterns represent the top level of the classification of design patterns. Similar to the patterns of lower classification levels, a group of structural patterns is identified among the integration patterns. Structural patterns describe the main components of a single integrated...(Introduction to Software Architecture)
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CONCEPT, HISTORY OF DEVELOPMENT AND CLASSIFICATION OF ENTERPRISE INFORMATION SYSTEMS. INTEGRATED CORPORATE INFORMATION SYSTEMS OF THE ENTERPRISE
The concept and classification of information systems change in the process of their historical development. However, the goal remains constant and is associated with achieving enterprise management efficiency. The effectiveness of enterprise management depends on the interaction of many factors, among them: philosophical, historical,...(Enterprise information system)
FEATURES OF MODERN INFORMATION TECHNOLOGIES IN ENTERPRISE INFORMATION SYSTEMS
MODERN TECHNOLOGIES FOR ORGANIZING DATA INPUT IN CORPORATE INFORMATION SYSTEMS Information about business transactions must be promptly entered into the operational database from any sources of its occurrence. This will allow you to effectively organize further data processing in information...(Enterprise information system)
Automated workstations
Functional requirements
List of generated reports
4.4.2. Requirements for a production planning and management system
The information system must provide enterprise resource planning and custom production management.
IS functionality requirements:
1. Configuration management of finished products (GP):
Maintaining regulatory and reference information on the composition of the GP with the ability to indicate the period of relevance of the specification and with the possibility of being in production of GP with several different specifications;
Maintaining regulatory and reference information on the manufacturing technology of products included in the state of the art with the ability to indicate the period of relevance of the technologies and with the possibility of being in production of the state of the art with several different technologies;
2. Sales management:
Viewing the history of relationships with clients;
Registration/adjustment of the client’s application indicating the list of GPs, volumes, shipment date, sales price and any additional conditions;
Viewing current economic indicators (costing) of the ordered GP;
3. Production planning:
Formation of an equipment availability schedule indicating the number of available standard hours for each day of the planning period;
Formation of a production plan indicating the product being manufactured, its quantity, equipment used, division for each day of the planning period;
Formation of a plan for production requirements for materials and components;
Monitoring and managing the loading of equipment according to the established production plan;
Making adjustments to the production plan during its implementation;
Plan-actual analysis of the production plan;
4. Production management:
Formation of shift tasks (work orders) for the manufacture of products;
Assignment/reassignment of performers to orders and recording the execution of orders, indicating the number of products produced, the number of defective products and the reasons for the defect;
Management of storage and movement of inventory items (material assets) in production;
5. Supply management:
Formation, based on the plan for the need for materials and components, of a purchase order indicating the supplier, the range of goods and materials, quantity and delivery time;
Generating purchase orders based on one-time orders for inventory items from departments;
Monitoring and tracking the process of fulfilling purchase orders;
Operational control of residues;
Plan-actual analysis of supplies;
6. Cost management:
Formation of the planned (normative) cost of GP;
Fixation of actual production costs;
Calculation of the actual cost of GP;
Plan-actual cost analysis.
Requirements for calculating the standard cost of an order
The standard cost of the product and the entire order is calculated using the following methodology:
1. The direct material component of the standard cost of a product is formed on the basis of information about the standard composition of this product (specification) and the established accounting prices for the goods and materials included in this specification. It is allowed to use several material cost items for a specification.
2. The amount of direct wages is calculated based on the standard operational composition of the product. The following are specified: the standard duration of each operation, the profession of the worker required for this operation, as well as the category of the worker. Also, monetary prices for standard hours by workers’ professions and their categories are entered into the system.
3. Standard value indirect costs calculated as a percentage of the specified base (the amount of direct costs for the specified item).
To carry out this calculation, the following data must be available in the Information System:
1. Specification for the manufacture of the product (as well as specifications for the manufacture of all semi-finished products included in this product of our own production);
2. Manufacturing technology of the product and its semi-finished products: what operations must be performed and in what time. In addition, for each operation, the profession and category of worker necessary to perform it (for the production of this particular product) are specified;
3. Protocol of accounting prices for used goods and materials;
4. Monetary rates of standard hours for professions and categories.
Requirements for calculating the actual cost of an order
The actual cost of the product and the entire order is calculated using the following methodology:
1. Direct material costs for the production of a product are calculated on the basis of actual data on the workshop’s consumption of materials for production processes. In this case, the cost of all semi-finished products included in this product is first calculated. The total assessment is carried out according to the methodology adopted in the Accounting Policy of the enterprise.
2. The wages of direct production workers are calculated based on data on the closure of shop orders. If orders are not recorded in the IS, wages are classified as direct costs subject to distribution, i.e. distributed among released products according to a certain base.
3. Depreciation of direct production equipment is included in direct expenses if for each processing stage the equipment (machine) used at this processing stage is indicated.
4. Direct expenses subject to distribution:
Basic materials that are consumed less frequently than for each processing stage (for example, chemicals, the rate of which per unit of production is so small that it makes no sense to take into account their lateral consumption even at this rate);
Wages of workers in the absence of information about their distribution;
Depreciation of direct equipment in the case of only its total monthly amount without breakdown by redistribution.
Such costs are distributed to manufactured products according to the selected distribution base (for example, in proportion to direct material costs).
1. General production expenses (account 25): distributed among manufactured products in proportion to the selected distribution base. The share of such expenses may or may not remain as part of work in progress in accordance with the Accounting Policy adopted by the enterprise.
2. General business expenses and sales expenses (26 and 44 accounting accounts) are recognized as expenses of the current period and are classified as sales expenses. The distribution of such expenses among the cost of finished products can be seen using a special report.
Information system performance requirements
<Раздел должен содержать требования к производительности Информационной системы. Вводится в шаблон>.
Reliability requirements
<Раздел должен содержать требования к надежности Информационной системы. Например:>
Requirements for ensuring reliable (stable) functioning of the Information System
Reliable (stable) operation of the Information System must be ensured by the Customer’s implementation of a set of organizational and technical measures, the list of which is given below:
1. Organization uninterruptible power supply technical means;
2. Use of licensed software;
3. Regular implementation of the recommendations of the Ministry of Labor and Social Development of the Russian Federation, set out in the Resolution of July 23, 1998 “On the approval of inter-industry standard time standards for work on service PC and office equipment and support software»;
4. Regular compliance with the requirements of GOST 51188-98. “Information protection. Testing software for availability computer viruses»;
5. Regular backup of the Information System databases using the Information System itself or using the database management system used.
The elements that ensure the operation of an IS for any purpose are listed in the definition. Some of them - means, methods and personnel - ensure the operation of the information system, while others - storage, processing and output of information - indicate functional characteristics, i.e. determine what information processes make up the functioning of the IS. Therefore, the structure of the IS is considered in two different plans: the functional structure and the structure of the IS as a set of supporting subsystems.
In accordance with the definition, the functional elements of the IS are the following groups (blocks) of processes:
entering information from external or internal sources;
processing input information and presenting it in a convenient form;
output of information for presentation to consumers or transfer to another IS;
Feedback is information processed by people of a given organization to correct input information.
Functional structure The information system is presented in the form of a block diagram (Fig. 1), in which each element of the system is represented as a block (a rectangle in the figure), and connections and their directions are indicated by arrows.
Individual parts (system blocks) are called subsystems.
In each specific case, the set and relationships of functional subsystems depend on the subject area and the specifics of the enterprise, whose activities are supported by the information system.
The IS structure can also be presented as a complex of supporting subsystems (Fig. 2).
Fig.1. Generalized functional block diagram of an IC.
However, for AISs that differ in the nature and types of information processing, the functional diagram differs in the set of processing subsystems. For example, AIPS (library, museum, legal reference, etc.) enter, systematize, store, search and issue information at the user’s request without complex data transformations. Information decision systems: ASOD, ACS, DSS – process database information according to a specific algorithm, however, they also differ in the composition of information processing subsystems. CAD specialized in design automation has special subsystems in its structure: technical documentation, task generation, simulation modeling, calculation, and in some there may be an expert system (see block diagram in Fig. 2).
Fig.2. CAD block diagram
Let's consider another type of IS structure: as a complex of supporting subsystems (Fig. 3).
The structure of an information system can be considered as a set of subsystems, regardless of the scope of application. A subsystem is a part of the system, distinguished by some characteristic. In this case, they talk about a structural feature of classification, and the subsystems are called supporting ones.
Thus, the structure of any information system can be represented by a set of supporting subsystems.
Fig.3. IS structure by type of supporting subsystems.
Among the supporting subsystems, information, technical, mathematical, software, organizational and legal support are usually distinguished.
Information support– a set of information data sets, unified system classification and coding of information, unified documentation systems, patterns of information flows circulating in the organization, as well as methodology for constructing databases. The purpose of the information support subsystem is the timely generation and delivery of reliable information for making management decisions.
Unified documentation systems are created at the state, republican, sectoral and regional levels. The main goal is to ensure comparability of indicators in various spheres of social production. Standards have been developed that establish the following requirements:
to unified documentation systems;
to unified forms of documents at various levels of management;
to the composition and structure of details and indicators;
to the procedure for implementation, maintenance and registration of unified forms of documents.
Despite the existence of a unified documentation system, a survey of most organizations reveals a whole range of typical shortcomings:
extremely large volume of documents for manual processing;
the same indicators are often duplicated in different documents;
working with a large number of documents distracts specialists from solving immediate problems;
there are indicators that are created but not used, etc.
Eliminating these shortcomings is one of the tasks facing the creation of information support.
Information flow diagrams reflect the routes of information movement, its volumes, places of origin of primary information and the use of resulting information. By analyzing the structure of such schemes, it is possible to develop measures to improve the entire management system.
Construction and detailed analysis of information flow diagrams, allowing to identify routes and volumes of information, duplication of indicators and their processing processes, ensures:
exclusion of duplicate and unused information;
classification and rational presentation of information.
Database construction methodology is based on the theoretical foundations of their design.
Basic concepts of the methodology:
a clear understanding of the goals, objectives, functions of the entire management system of the organization;
identifying the movement of information from the moment of its occurrence to its use in various management levels, presented for analysis in the form of information flow diagrams;
improvement of the document flow system;
availability and use of a classification and coding system;
knowledge of the methodology for creating conceptual information and logical models that reflect the interconnection of information;
creation of information arrays on computer media, which requires modern technical support.
This concept is practically implemented in two stages.
Stage 1 – examination of all functional divisions of the company in order to:
understand the specifics and structure of its activities;
build a diagram of information flows;
analyze the existing document flow system;
define information objects and the corresponding composition of details (parameters, characteristics) describing their properties and purpose.
Stage 2 – construction of a conceptual information and logical data model based on the results of the survey of the 1st stage. In this model, all connections between objects and their details must be established and optimized. The information logical model is the foundation on which the database will be created.
Technical support– a set of technical means intended for the operation of the information system, as well as relevant documentation for these means and technological processes
The complex of technical means consists of:
computers of any models;
devices for collecting, accumulating, processing, transmitting and outputting information;
data transmission devices and communication lines;
office equipment and automatic information retrieval devices;
operating materials, etc.
The documentation covers the preliminary selection of technical means, the organization of their operation, the technological process of data processing, and technological equipment. Documentation can be divided into three groups:
system-wide, including state and industry standards for technical support;
specialized, containing a set of techniques for all stages of hardware development;
normative and reference used when performing calculations for technical support.
To date, two main forms of organizing technical support (forms of using technical means) have emerged: centralized and partially or completely decentralized.
Centralized technical support is based on the use of large computers and computer centers in the information system. This form of organization makes it easier to manage and implement standardization, but reduces the responsibility and initiative of staff.
Decentralization of technical means involves the implementation of functional subsystems on personal computers directly at workplaces. In this case, more personal responsibility is required from the staff, and it is more difficult for management to implement standardization.
Currently, a partially decentralized approach is more common - organizing technical support based on distributed networks, consisting of personal computers and a mainframe computer for storing databases common to any functional subsystems.
Mathematical and software – a set of mathematical methods, models, algorithms and programs for implementing the goals and objectives of the information system, as well as the normal functioning of a complex of technical means.
To the means software include:
management process modeling tools;
typical management tasks;
methods of mathematical programming, mathematical statistics, queuing theory, etc.
Included software includes system-wide and special software products, as well as technical documentation.
TO system-wide software These include software packages that are user-oriented and designed to solve typical information processing problems. They serve to expand the functionality of computers, control and manage the data processing process.
Special software is a set of programs developed during the creation of a specific information system. It includes application software packages (APP) that implement the developed models of varying degrees of adequacy, reflecting the functioning of a real object.
Technical documentation for the development of software must contain a description of the tasks, a task for algorithmization, an economic and mathematical model of the problem, and test examples.
Organizational support is a set of methods and means that regulate the interaction of workers with technical means and with each other in the process of developing and operating IS.
Organizational support implements the following functions:
analysis existing system managing the organization where the IS will be used and identifying tasks to be automated;
preparing problems for solution on a computer, including terms of reference for IS design and feasibility study of its effectiveness;
development of management decisions on the composition and structure of the organization, methodology for solving problems aimed at increasing the efficiency of the management system.
Organizational support is created based on the results of a pre-project survey at the 1st stage of database construction.
Legal support– set legal norms, defining the creation, legal status and functioning of information systems that regulate the procedure for obtaining, transforming and using information.
The main purpose of legal support is to strengthen the rule of law. The legal framework includes laws, decrees, resolutions of state authorities, orders, instructions and other regulatory documents of ministries, departments, organizations, and local authorities. Legal support can be divided into a general part that regulates the functioning of any information system, and a local part that regulates the functioning of a specific system.
Legal support for the stages of development of an information system includes regulations related to contractual relations between the developer and the customer and the legal regulation of deviations from the contract.
Legal support for the stages of operation of the information system includes:
information system status;
rights, duties and responsibilities of personnel;
procedure for creating and using information, etc.
This set of subsystems is common to almost all types of AIS. However, the structure and complexity of the supporting subsystems depends on the type of AIS, area of application and other factors. Thus, the software subsystem takes place in the AIS of original software development - in the AIS with standard software, it is absent. The legal support subsystem may not be present in the intra-company AIS - in this case, you can limit yourself to the organizational support subsystem, which, among other things, resolves legal support issues; AIS for independent purposes, for example, information service systems, may have a legal support subsystem. AISs that have factual databases have only an information support subsystem, in which there may be a need to resolve individual linguistic issues. Documentary AIPS have a developed linguistic support subsystem, since these systems solve complex problems of ensuring the semantic relevance of user requests to the content of issued documents. And this, as a rule, is not only software modules for morphological analysis, but also a set of dictionaries and rules for their maintenance.
Goals of creation and implementation of IP.
What can you expect from the implementation of information systems?
The introduction of information systems can contribute to:
1. freeing workers from routine work and speeding it up through automation;
2. replacing paper data carriers with magnetic disks or tapes, which leads to a reduction in the volume of documents on paper, and therefore the possibility of a more rational organization of information processing on a computer;
3. improving the structure of information flows and the document flow system in the company due to the systematic effect: one-time data entry - repeated and multi-purpose use”;
4. obtaining more rational options for solving management problems (through the introduction of mathematical methods and intelligent systems, etc.):
finding new market niches;
optimization of costs for the production of products and/or services;
optimization of relationships with customers and suppliers.
Stages of information systems development
The history of IS development is divided into stages (Table 2), corresponding to approximately the accepted numbering of goals - the approach to the use of IS is changing.
Table 2. Stages of IP development.
|
Time period |
Information Use Concept |
Type of information systems |
Purpose of use |
|
1950 – 1960 |
Paper flow of settlement documents |
Information systems for processing settlement documents on electromechanical accounting machines |
Increasing the speed of document processing Simplifying invoice processing and payroll processing |
|
1960 – 1970 |
Basic assistance in preparing reports |
Management information systems for production information |
Speeding up the reporting process |
|
1970 – 1980 |
Management control of sales (sales) |
Decision support systems Systems for senior management |
Sampling the most rational solution |
|
1980 – 2000 |
Information is a strategic resource that provides a competitive advantage |
Strategic Information Systems Automated offices |
Survival and prosperity of the company |
The first information systems appeared in the middle of the last century. In the 50s, they were intended for processing invoices and payroll calculations, and were implemented on electromechanical accounting machines. This led to some reduction in costs and time for preparing paper documents.
60s are marked by a change in attitude towards information systems. The information obtained from them began to be used for periodic reporting on many parameters. Today, organizations needed general-purpose computer equipment capable of serving many functions, and not just processing invoices and calculating salaries, as was previously the case.
In the 70s - early 80s. Information systems are beginning to be widely used as a means of management control, supporting and accelerating the decision-making process.
By the end of the 80s. The concept of using information systems is changing again. They become a strategic source of information and are used at all levels of any organization. Information systems of this period, providing the necessary information on time, help the organization achieve success in its activities, create new goods and services, find new markets, secure worthy partners, organize the production of products at a low price, and much more.
The modern understanding of an information system assumes the use of a personal computer as the main technical means of information processing. In large organizations, along with personal computer included in technical base The information system may include a mainframe or a supercomputer. In addition, the technical implementation of an information system in itself will not mean anything if the role of the person for whom the information produced is intended and without whom its receipt and presentation is impossible is not taken into account.
