SSN SCHOOL OF MANAGEMENT

(Rajiv Gandhi salai, Old Mahaballipuram Road, Kalavakkam, Chennai-603110)

INFORMATION MANAGEMENT

PROJECT PROPOSAL
on

Customer Relationship Management for a Cake Shop

Submitted By :

Ashwin Kumar S(312217631024)

Dinesh Kumar S.M(312217631031)
Geetha T(312217631037)
Jhanani S.J(312217631048)
Manasa v(312217631059)

1
Chapter No Table of Contents Page No

1.0 Introduction 4
1.1 Background of the Study 4
1.1.1 About the Client 4
1.1.2 Problem Description 4
1.1.3 Anticipated Business Benefits 4
1.2 Statement of Objective 4
1.2.1 Scope of the Project 4

2.0 System Analysis 4

2.1 Functional Requirement 4
2.2 Description of the existing Process 5

3.0 The Proposed System 5

3.1 System Overview 5
3.2 Process Specification
3.2.1 Data Flow Diagram 6
3.2.2 Use-case diagram of system 8
3.3 Data Specification 9
3.3.1 Entity Relationship Diagram 9
3.3.2 Tables/Files Layout (Sample) 10

4.0 System Implementation 11

4.1 Hardware and Software Requirements 11
4.1.1 Hardware Requirements 11
4.1.2 Software Requirements 11
4.2 Human Resource Requirements 11
4.3 Recommended Action (Purchase or Develop) 12
4.4 Approximate costing for this system 12

5.0 Conclusion 12

2
Table no. List of Tables

1 Invoice file 10

2 Inventory file 10

3 Product file 11

4 Sales file 11

Figure no List of Figures

1 Level 0 Data flow Diagram of system (Context diagram). 6

2 Level 1 Data flow Diagram of system 6

3 Level 2 Data flow diagram of system. 7

4 Use Case diagram of system. 8

5 Entity relationship diagram of system 9

3
 1.0 Introduction
Today, customer relationship management is very important to the business world. Most of the
companies established a department and the programs to manage their relationship with the customers .
Customer Relationship Management is a vital area in any business which needs to be addressed for
the growth of the business. Business growth mainly depends on the customer retention and to maintain
customers in a manner that will make them appreciate the brand, products or services being offered by
the businesses. Customer service refers to various business practices aimed at providing services to
clients during and after a business transaction. These services are aimed at building customer
satisfaction and retention. Customer service system refers to blending of procedures, people and
technology with a view of serving customer needs in a way that will promote profitability and
achievement of business objectives. A long life time value of a customer promotes profitability in an
organization since the business will not seek to secure new customers but instead will focus their
attention and resources towards further expansion of the business using the current customers. For
customer retention, good customer relationship is needed.

1.1 Background of the Study

1.1.1 About the Client

Our client is TOFFEE CAKES, a bakery shop located in Kelambakkam, Chennai. The
shop sells different flavours of cake and at different weights. The Price of the cakes is comparatively
low. They also sell hand-made biscuits and goodies required for celebrating a birthday party. Our
client follows manual way of billing.

1.1.2 Problem Description

The shop is not able to maintain regular customers because the customers are not aware
of the low pricing and discounts given by the cake shop.

1.1.3 Anticipated Business Benefits

 If the customers are informed about the low pricing and discounts, customers will
come again and again, thereby increasing the sales and profit.
 Also the customers will share their experience with the cake shop which increases the
number of customers.
 And recording the sales in computerized form will help the shop owner easy
accounting, reduces time and effort, avoids human error.

1.2 Statement of Objective

To make the customers aware, of the low prices given in the cake shop, seasonal
discounts and the new products available in the shop, through an Information system.

1.2.1 Scope of the Project

The scope of our project is in and around Kelambakam, Padur, Pudupakkam and
Kalavakam.

2.0 System Analysis

2.1 Functional Requirement

Functional requirements define the capabilities and functions that are required for the
system to perform successfully. The functional requirements of this Customer Relationship
Management for a Cake Shop includes

4
  The system helps the customer to know about the new flavors and variety of
products in the shop.
 The system shall provide information about offers and discounts given by the
shop through Whatsapp.
 The system shall enable the customers place the order through Whatsapp.

2.2 Description of the existing Process

 Our client follows manual way of billing.

 Currently no particular system is followed to communicate with the customer.

3.0 The Proposed System

3.1 System Overview

Development of this Customer Relationship Management for a Cake Shop includes the
below processes:
 Collection of mobile numbers/ mail ids from customers those come for
purchase.
 Opening a whatsapp group and send invitation to join the group to the
customer’s mail id.
 In the whatsapp group the shop owners can give information about the
discounts and price of the cakes, biscuits available in the shop. The customers can
order through whatsapp.
 A database with Customer info, purchase date, items purchased, frequency of
purchase, bill amount are noted.
 With reference to the info maintained in the database, special offers for frequent
buyers, sending advance birthday wishes in whatsapp which creates customer loyalty.

3.2 Process Specification

3.2.1 Dataflow Diagram

A data flow diagram (DFD) maps out the flow of information for any process or system. It uses
defined symbols like rectangles, circles and arrows, plus short text labels, to show data inputs,
outputs, storage points and the routes between each destination. A DFD shows what kind of
information will be input to and output from the system, how the data will advance through the
system, and where the data will be stored. The Level 1 DFD shows how the system is divided into
sub-systems (processes), each of which deals with one or more of the data flows to or from an external
agent, and which together provide all of the functionality of the system as a whole. It also identifies
internal data stores that must be present in order for the system to do its job, and shows the flow of
data between the various parts of the system.

5
 Product updates

Product details Cake supplier

Feedback

Product Orders Toffee

Customer Cakes
Product Details Feedback details

Product Details
Owner
Feedback Updates

Figure1 : Level 0 Data Flow Diagram of System (Context diagram)

Customer type, name customer type, name, tbl_login

Registration
n

Maintainence
of cake
Cake no, name, rate details Cake no, name, rate tbl_cake

Customer
Toppingss,name,rate Toppings, name, rate tbl_flavour
Cake flavour
details

Name,contact,cake name,qty Name, contact, cake

name, qty tbl_order
Order

Date
Report

Daily/monthly report

Figure2 : Level 1 Data Flow Diagram for System

6
 tbl_cake

tbl_order

Cake name
order no,name,toppings,
Order Quantity
process

user

name,contact,
toppings,quantity order no,name,toppings,
Quantity

Bill
generation

Figure3: Level 2 Data Flow Diagram of System

3.2.2 Use-Case diagram of the system

The use case diagram is a representation of user’s interaction with the system that shows the
relationship between the user and the different use cases. A use case diagram can identify the different
types of users of a system and the different use cases and will often be accompanied by other types of
diagrams as well.In this system the potential actors are the customer, whats app admin and the system
admin and other actions that take place in the system are given below

7
 Collection of mobile
number (or) email-id

Open whatsapp group

Customer Whatsapp admin

Sending invitation

System admin
Information about
discounts, stock
available, price

Giving orders

Creating database which

includes customer
information

Special offers on
birthdays

Figure4 : Case diagram of System

8
3.3 Data Specification

3.3.1 Entity relationship diagram

An entity-relationship diagram (ERD) is a graphical representation of an information system

that shows the relationship between people, objects, places, concepts or events within that
system. The following diagram represents the online entity relationship of the system

9
3.3.2 Table/file layout

In Invoice file the attributes are vendor_id, Invoice_no., Invoice_date., and Paid
or not.

Vendor_id Invoice_no. Invoice_date Paid

XXX INV01 18-02-2018 Yes
YYY INV02 27-02-2018 Yes
ZZZ INV03 05-03-2018 No

Table1 : Invoice.file

In Inventory file the attributes are item_no., item_description, quantity_in_stock,

minimum_order_quantity, type_of_item.

Item_Description Item_no. Quantity_in_stock Type_of_item Minimum_order_Quantity

Choco Fantasy
ABC01 15 Cake 35

Chocolate sundae
cupcake-
buttercream icing
ABC02 30 Cupcake 50

Almond Biscuits
ABC03 10 Biscuit 15

Brownie Delight ABC04 25 Cake 35

Pound Cakes –
Lemon ABC05 12 20
with Lemon Glaze Cake

Blueberry cheese
Cake ABC06 15 Cake 25

Table2 : Inventory.file

10
 In Product file, the attributes are Product_id and Product_description.

Product_Description Product_id
Choco Fantasy
CD01
Choco sundae cupcake
buttercream icing CD02
Almnond Biscuits CD03
Brownie Delight CD04

Pound Cakes Lemon with CD05

Lemon Glaze

Blueberry Cheese Cake CD06

Table3 : Product.file

In Sales file, the attributes are receipt_number and sale_date.

Receipt_no Sale-date
PQR01 10-03-2018
PQR02 12-03-2018
PQR03 14-03-2018
PQR04 25-03-2018

PQR05 25-03-2018
PQR06 30-03-2018

Table4 : Sales.file

4.0 System Implementation

4.1 Hardware and Software Requirements
4.1.1 Hardware Requirements
 Laptop
 Data card
 Intel Dual core or above processor
 1 GB RAM or above

4.1.2 Software Requirements

 Operating system: Windows 7 and above
 Backup and Data Recovery software

4.2 Human Resource Requirements

No need of separate resource. The person at billing counter can manage the functioning
of this system.

11
4.3 Recommended Action (Purchase or Develop)
The system is very simple and cost effective. Hence it is recommended to purchase a
laptop and carryout the processes by the shop owner.

4.4 Approximate costing for this system

Item Description Amount
Laptop 25000
Data Card 1500
Miscellaneous cost 1000
Total 27500
Table : Estimation of Cost

5.0 Conclusion
We have designed a simple but effective Customer relationship model for a small cake
shop. Developing this system will increase the customer loyalty, gain new customers and prove
beneficial for the shop in the longer run.

12