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Functional Requirements for a Repair Service Management System
- User Authentication and Authorization:
- Users (customers, repair technicians, service managers, and administrators) should be able to create accounts, log in, and manage their profiles.
- Role-based access control to manage permissions and access levels for different user types.
- Service Request Management:
- Allow customers to create and submit service requests, including details such as issue description, priority, and preferred appointment time.
- Enable tracking of service requests from submission to completion.
- Repair Ticket Management:
- Create, assign, and manage repair tickets, including details like issue, status, technician assigned, and completion date.
- Track ticket progress and update status as work progresses (e.g., pending, in progress, completed).
- Appointment Scheduling:
- Allow customers to schedule appointments for repairs based on technician availability.
- Provide tools for rescheduling or canceling appointments.
- Technician Assignment and Management:
- Assign technicians to repair tickets based on skills, availability, and location.
- Track technician performance, work history, and availability.
- Inventory Management:
- Manage inventory of spare parts and tools required for repairs.
- Track stock levels, reorder supplies, and manage supplier information.
- Billing and Payment Processing:
- Generate invoices for completed repairs and manage billing details.
- Enable online payment for repair services via various methods (e.g., credit/debit cards, digital wallets).
- Customer Management:
- Create and manage customer profiles, including contact information, service history, and preferences.
- Track customer feedback and service ratings.
- Communication and Notifications:
- Send notifications and reminders for appointment confirmations, service updates, and payment due dates.
- Provide a messaging system for communication between customers and repair technicians.
- Reporting and Analytics:
- Generate reports on service performance, technician productivity, inventory usage, and financial metrics.
- Provide analytical tools to track key performance indicators (KPIs) and make data-driven decisions.
- Document Management:
- Store and manage important documents related to repairs, such as service agreements, invoices, and repair reports.
- Support document upload, retrieval, and organization.
- Service History Tracking:
- Maintain a comprehensive history of all repair services performed, including details of issues, repairs, and parts used.
- Allow for easy retrieval of historical service records for customers and technicians.
- Feedback and Review System:
- Allow customers to provide feedback and rate their service experience.
- Track and manage reviews to improve service quality and address customer concerns.
Non-Functional Requirements for a Repair Service Management System
- Performance:
- The system should provide quick response times for service requests, ticket updates, and payment processing.
- Ensure efficient handling of high volumes of data and concurrent user access.
- Scalability:
- The system should be scalable to accommodate a growing number of service requests, technicians, and customers.
- Support for scaling both backend infrastructure and user-facing applications.
- Reliability:
- Ensure high availability of the system with minimal downtime.
- Implement redundancy and failover mechanisms to maintain system reliability.
- Security:
- Implement strong authentication and encryption to protect user data and financial transactions.
- Regularly update security measures to address vulnerabilities and protect against threats.
- Usability:
- The user interface should be intuitive and easy to navigate for customers, technicians, and administrators.
- Provide clear instructions and support to ensure effective use of the system.
- Maintainability:
- The system should be designed with modularity and clear documentation to facilitate maintenance and updates.
- Implement automated testing and monitoring to identify and resolve issues promptly.
- Interoperability:
- Ensure compatibility with external systems such as payment gateways, inventory management systems, and customer relationship management (CRM) tools.
- Support standard data formats and communication protocols for seamless integration.
- Availability:
- The system should be available 24/7, with mechanisms to handle high traffic and system outages.
- Implement regular backups and recovery procedures to ensure data integrity and system continuity.
- Compliance:
- Adhere to relevant data protection regulations (e.g., GDPR, CCPA) to ensure the privacy and security of user information.
- Ensure compliance with industry standards for repair services and financial transactions.
- Accessibility:
- Design the system to be accessible to users with disabilities, following WCAG (Web Content Accessibility Guidelines).
- Ensure compatibility with assistive technologies and various devices.
- Localization and Internationalization:
- Support multiple languages and regional settings for a global user base.
- Allow for customization of settings based on regional preferences and legal requirements.
- Disaster Recovery:
- Implement a disaster recovery plan to restore system functionality in case of major failures or data loss.
- Regularly test and update recovery procedures to ensure effectiveness.
- Data Accuracy and Integrity:
- Ensure the accuracy and reliability of data related to service requests, repairs, and financial transactions.
- Implement validation mechanisms to prevent and correct data errors, and perform regular audits to maintain data quality.