School of Computing
SRM IST, Kattankulathur – 603 203
Course Code: 18CSC206J
Course Name: Software Engineering and Project Management
Experiment No 1
Title of Experiment To identify the Software Project, Create Business Case, Arrive at a
Problem Statement
Name of the candidate MANGHAT PRAKASH GOKUL
Team Members 3
Register Number RA2111003011323
Date of Experiment
Mark Split Up
S.No Description Maximum Mark Mark Obtained
1 Exercise 5
2 Viva 5
Total 10
Staff Signature with date
Aim
To Frame a project team, analyze and identify a Software project. To create a business
case and Arrive at a Problem Statement for the <title of the project>
Team Members:
S. No Register No Name Role
1 RA21110011324 DEVANSH Lead/Rep
2 Member
Project Title: VIRTUAL QUEUING SYSTEM
Problem Statement:
Problem Statement: In today's fast-paced world, customers are increasingly seeking efficient and hassle-
free service experiences. However, long queues and wait times at service centers such as hospitals,
banks, government offices, and theme parks continue to be a common problem. This not only leads to
frustration and dissatisfaction among customers but also creates an unfavorable impression of the
service provider.
A virtual queuing system can be an effective solution to this problem. It allows customers to join a virtual
queue remotely, without having to physically stand in line. The system notifies customers about their
expected wait time and provides them with real-time updates about their position in the queue. This
reduces customer frustration and enables them to better manage their time, while also enhancing the
overall service experience.
.
ONE PAGE BUSINESS CASE TEMPLATE
DATE
SUBMITTED
BY
TITLE /
ROLE
THE PROJECT
Long queues and wait times at service centers such as hospitals, banks, government offices, and theme
parks
Frustration and dissatisfaction among customers due to long wait times
Unfavorable impression of the service provider due to long queues and wait times
Inefficient use of resources as employees spend time managing physical queues instead of serving
customers
Difficulty for customers with disabilities or mobility issues to stand in physical queues
Inability for customers to effectively manage their time while waiting in physical queues
Inability for service providers to effectively manage and allocate their resources to meet customer
demand
Limited physical space available for queues in some service centers.
THE HISTORY
Long queues and wait times are a common problem in many service centers, such as hospitals, banks,
government offices, and theme parks.
Customers often become frustrated and dissatisfied due to long wait times and may have a negative
impression of the service provider.
Service providers may struggle to manage and allocate their resources to meet customer demand
effectively.
Employees spend time managing physical queues instead of serving customers, resulting in inefficient
use of resources.
Customers with disabilities or mobility issues may find it challenging to stand in physical queues, leading
to an unfair service experience.
Physical queues may take up a lot of space, especially in locations with limited space.
LIMITATIONS
Lack of buy-in and support from the service provider's management and staff.
Insufficient budget for implementing and maintaining the system, including the need for expensive
equipment or software.
Incompatibility or difficulty in integrating the virtual queuing system with existing processes and
technologies.
Lack of special training or technical expertise among staff to manage and troubleshoot the system.
Inadequate communication and marketing to promote the virtual queuing system to customers and
encourage adoption.
Technical issues or disruptions that may occur, such as system downtime or connectivity problems.
Security concerns, such as data breaches or unauthorized access to customer information.
External factors that may affect the success of the project, such as bad weather, natural disasters, or
unforeseen events.
APPROACH
Project management team to oversee the
implementation process, establish project timelines, and allocate resources.
Technical expertise to develop and customize the virtual queuing system software, as
well as integrate it with existing systems.
Hardware and equipment, such as computers, servers, and communication devices, to
support the virtual queuing system.
User interface design and testing to ensure that the virtual queuing system is user-
friendly and accessible to all customers.
Training and education programs for staff and customers to promote adoption and
effective use of the virtual queuing system.
Communication and marketing strategies to promote the virtual queuing system to
customers and stakeholders.
Monitoring and evaluation activities to assess the system's performance, gather
customer feedback, and identify areas for improvement.
BENEFITS
Improved customer experience and satisfaction due to reduced wait times and enhanced convenience.
Increased efficiency and productivity of staff as they can focus on serving customers instead of
managing physical queues.
Better management and allocation of resources to meet customer demand effectively.
Enhanced accessibility for customers with disabilities or mobility issues, resulting in a fairer service
experience.
Reduced physical space requirements for queues, which can be useful in locations with limited space.
Improved customer data collection and analysis, which can provide valuable insights into customer
behavior and preferences.
Enhanced communication and engagement with customers through real-time updates and notifications.
Potential for increased revenue and profitability as a result of improved customer satisfaction and repeat
business.
Competitive advantage over service providers that do not offer a virtual queuing system.
Increased resilience and adaptability to unforeseen events or disruptions, such as natural disasters or
pandemics, which can affect physical queues.
Result
Thus, the project team formed, the project is described, the business case was prepared and the
problem statement was arrived
