Functional requirements of Repair Service Management System with non-functional

Functional Requirements for a Repair Service Management System

1. 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.
2. Service Request Management
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   :
   • 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.
3. 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).
4. Appointment Scheduling:
   • Allow customers to schedule appointments for repairs based on technician availability.
   • Provide tools for rescheduling or canceling appointments.
5. Technician Assignment and Management:
   • Assign technicians to repair tickets based on skills, availability, and location.
   • Track technician performance, work history, and availability.
6. Inventory Management:
   • Manage inventory of spare parts and tools required for repairs.
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   • Track stock levels, reorder supplies, and manage supplier information.
7. 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).
8. Customer Management:
   • Create and manage customer profiles, including contact information, service history, and preferences.
   • Track customer feedback and service ratings.
9. 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.
10. 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.
11. Document Management:
    • Store and manage important documents related to repairs, such as service agreements, invoices, and repair reports.
    • Support document upload, retrieval, and organization.
12. 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.
13. 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

1. 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.
2. 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.
3. Reliability:
   • Ensure high availability of the system with minimal downtime.
   • Implement redundancy and failover mechanisms to maintain system reliability.
4. Security:
   • Implement strong authentication and encryption to protect user data and financial transactions.
   • Regularly update security measures to address vulnerabilities and protect against threats.
5. 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.
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6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.