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Assessment Item 3
Case Study
Value: 30%
Due date: 19-Sep-2014
Return date: 10-Oct-2014
Length: 2,000 words (not counting TOC, references)
You are required to analyse the effectiveness of the Qantas Online Air Ticketing system. To do this you are required to employ at least two data gathering techniques, one of which must be observation. You will need to research the existing online ticketing system and other information you can find about the airline. You also need to observe how at least three (3) users interact with the system. Suppose the 3 users want to travel to different cities. You need to script two or more scenarios for these users, and then observe their interaction.
For instance, two possible scenarios might be as follows:
(A) You want to travel to the Whitsundays next Friday. Before reserving your seat, you want to be sure that you can finish packing without rushing it, and reach the airport on time. You therefore want to find out when your flight is departing on that day.
(B) You want to check-in online, so that you don’t have to queue at the airport, but can go straight to the boarding gates. Without going through to finalising the payment, see if your participants can check-in. Amongst the information sought are answers to the following questions.
Questions you need to address are:
Question1. What are the major business objectives and processes (operations) that the airline company carries out?
Additional Information
https://www.qantas.com.au/infodetail/about/corporateGovernance/BusinessPracticesDocument.pdf
http://www.qantas.com.au/travel/airlines/governance-structure/global/en#jump4
http://www.qantas2013.reportonline.com.au/#54
Question2. List the information systems and subsystems that are used to support their portal and describe how they are related to the overall business objectives and processes.
Additional Information
The Qantas Online Air Ticketing system requires a number of information systems and subsystems in order to perform all the functions. You should investigate
• Qantas website to get some idea and/or
• Search similar competitor systems which perform similar duties in order to determine the information systems and subsystems and/or
• Search case studies similar to On Line Air Ticketing system
To describe these information systems and subsystems you may need to draw activity diagrams, use case diagrams, etc
Question3. Detail the scenarios you developed and how the users you observed interacted with the system, when carrying out the tasks of those scenarios.
Additional Information
1. User 1 (Student)
a. Scenario 1: check-in using online system
b. Scenario 2: modify reservation because of unexpected circumstances
2. User 2 (Executive/Businessman)
a. Scenario 1: registered as royal member
b. Scenario 2: need car/hotel from home-airport (both sides)
3. User 3 (Family)
a. Scenario 1: looking for bargain tickets
b. Scenario 2: travel with baby
Discuss how three (3) users interact with the system when completing their scenarios. This may involve the development of use case diagrams, fully developed use case description, activity diagram, and system sequence diagrams.
Question4. Recommend improvements to the system and describe the analytic consequences. For instance, not all airlines provide systems for online check-in. If the company were to add such functionality, what do the analysts need to consider?
Additional Information
After detailing the user interactions for each scenario, what changes would you suggest which are consistent with those interactions presented in question 3 (above)? This may include changes to the sequence of data collection, presentation of results, handling of data etc. For the recommended change describe how this would impact on your system analysis presented in question 2 and 3 above.
Question5. Describe the stakeholders involved. Who are they? Why do analysts need to consider their interests?
Additional Information
Identify stakeholders from each major category (client, user, technical support); define and discuss their interests in relation to the scenario.
Question6. Discuss, in detail, the data collection techniques you used to answer the above questions.
Additional Information
Discuss your data collection techniques and justify these according to systems analysis concepts.
Question7. Develop a high level DFD and domain model class diagram for the online booking system. (only for ITC412)
Additional Information
I will provide additional information about this question during topic 6—The structured approach lecture.

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