Scenario (The Case)

The Healthy Collective is a health and wellness member organisation that was formed in 2018. The organisation brings together for the first time, citizens, health and wellness practitioners and other stakeholders with a vision to build a healthy community through consistent, transparent, and accessible holistic healthcare options. The organisation has a large network of health professionals and practices including GPs, pharmacies and allied health; as well as over 70 'aged care and disability providers' across Australia. The organisation provides direct support for its members, citizens, practitioners, and organisations (Healthy Networks) as well as collaborations where there is synergy. The role of The Healthy Collective is to work with all levels of government, health and wellbeing providers, social enterprises, charities, non for profits and sporting organisations, to support the strategic and operational objectives of each organisation and find new revenue and funding opportunities including partnerships and markets to turbo charge their strategic goals and the overall success of each organisation participating in this exciting venture - The Healthy Communities Venture. Some of the clients of Healthy Collective Group are The Village Co, West Beach Surf Lifesaving Club, Arthritis Foundation SA, Norwood Swimming Club, Grange Cricket Club and Terry White Chemmart.

Nick T, Managing Director of The Healthy Collective, requires a user-friendly, secure, flexible, customisable and an upgradable IS solution for Customer Relationship Management (CRM) that would assist HC in connecting them with their customers in a targeted and meaningful manner. HC is also implementing HubSpot for CRM but they are keeping their options open for a flexible and customisable solution as the organisation is still evolving. While a lot of functionalities in HubSpot are what HC need but they are not looking at sales at the moment as sales management (for their B2C) is not a matter of their concern in near future due to the nature of their business. CRMs that support both B2B and B2C are more complex. Customer profiles in such CRMs and lead management can be unpredictable. Like any CRM system, HC would like to have a very detailed yet customisable option for customer profiling. This sophisticated profiling option is needed to cater for a wide range of client network comprising three distinct sub groups that are:

a) consumers/citizens - product and service recipients,

b) practitioners - providing products/services and

c) business/organisations - employing practitioners, support and providing products and services.

The customer profiling option should allow HC to design dynamic forms that can populate the customer profile. The end-users of the new CRM can be assigned roles through the admin portal. The admin portal would allow the creation of new roles that can be given access to various functionalities that will be offered by the CRM.

The new CRM should support EDM and should allow planning, management and execution of new marketing campaigns. The system should support features for a wide range of marketing campaigns. The new system should provide comprehensive reporting system. CRM users (including general managers, project managers, service leads and other staff) should be able to create workflows involving stakeholders to allow traceability of work. The system should also allow the management of customer support services. End users should be able to customise customer support service mechanism.

Given the very nature of the business and the profile of the organisation, HC wants that the system should support document management, contract management and tracking, contact management and sharing; and proposal tracking. Management of HC would like the new system to also provide an option of document sharing within and outside the organisation. They want that the system should help maintain the configuration of the shared documents.

HC's management sees this new CRM as a significant step towards their digitisation. While they have a lot of plans for the future, at the moment they only want this solution to be web-based.

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Question 1 (15 mark). Make and provide a Context Diagram for the given case study.

Question 2 (20 mark). Make and provide a Level 0 Data Flow Diagram (DFD). The Level 0 DFD should contain all the major high-level processes of the System and should show how these processes are interrelated/interacting.

Question 3 (24 mark). Select three important processes from Level 0 DFD and provide their decomposition (Level 1 DFD).

Question 4 (20 mark). For the given case study, provide an Entity Relationship Diagram (ERD). Provide the logical model only!

Question 5 (5 mark). For the given case study, identify the data stores including the files that are not part of ERD.

Question 6 (16 mark). Translate the ERD you developed in Task 4 into a physical relational database design. Use some database tool such as Microsoft Access to create your database and submit diagram that you made using this tool. Normalise your database design to the Third Normal Form (3NF).

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