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VehicleHire is a large chain of vehicle rental company over 500 stores distributed over all states in Australia. VehicleHire lends vehicles such as cars, trucks, vans and buses. Customers can rent products online via the VehicleHire website, as well as from rental stores. The stores also sell drinks, candies, posters, traveling maps and VIP/Gift cards etc. The revenue of the company is generated by rental fees, possible overdue fees (collected as part of returns). Rental price may vary between sessions, promotion periods or special events. The company management decides to create an information system for the business management. The description of the current business has sent to your as follows:
Vehicle rental related processes:
• Vehicles can be booked by phone or the Internet in advance, or directly requested at a local office.
o When customers book a vehicle on the Internet, the category of the vehicle and the list of available vehicles with prices are displayed to customers for selection. The customers enter their personal information, drive license and credit card numbers to get the booking number.
o When a customer is in a local office, the office clerk checks the availability of the vehicle requested by the customer and processes the request directly if the vehicle is available. The customer’s information such as name, drive license and phone number will be taken by the clerk. The booking number will be issued and recorded in the system or the customer can directly hire the vehicle for processing the contract in next step. Otherwise, clerk apologizes to the driver that the vehicle is not available.
• When the customer collects the vehicle, the office clerk checks the booked vehicle. Before the vehicle can be handed over to the customer, a contract is drawn up stipulating the rental period, the rental rate, and vehicle insurance policy, so on. A hand-over protocol is associated with the contract. This includes is-state condition of the vehicle, the damage protocol, and the return protocol. Extra charges may also be determined, for example, for exceeding the limit mileage, or for early return (the weekly rate may be changed to the daily rate).
• When the vehicle is returned, the office checks the contract and the vehicle whether all conditions are satisfied such as mileage limitation, full petrol tank, and any damages, so on. Otherwise, the hand-over protocol will be followed. The final payment including damage or extension penalty will be calculated and processed. The vehicle with the key is restocked.
Customer relationship management
The company maintains an incentive program. Customers are free to apply for the VIP program to accumulate their VIP points. Customers are recorded in the database and classified by the frequency of hire and the total price of rental. The VIP Cards can attract extra discount than normal cash/credit payments.
• Each vehicle is hired by a VIP card holder, 5% discount will be applied to the total amount of the regular rental price.
• VIP card be used as a cash card that customers can top-up/recharge more money into the card at any branch.
Vehicle management:
• Every week, headquarter office (HQ) sends a central list with all available vehicles from the different suppliers, including price, availability information, the ratings and categories of Vehicles. The commercial promotion will be published on the web site of the company.
• Rental price management: The Company keeps and updates a price list for each type of vehicles (family, small, four-wheel drive, truck, bus etc) for hiring every month. The daily limitation of the vehicles of each type may be revised. The rent prices of daily and weekly are also different. The rent prices may be changed to reflect the age of the vehicle or the season promotion etc.
• Inventory management: New vehicles may be purchased every few months to satisfy the customer requests on the most popular vehicles. Some vehicles may be retired when they are over five years old.
Business reports and analysis
Each local office needs to prepare reports for revenue and hiring transactions on vehicles regularly to Headquarter office. Each store has a local operational database to capture their day-to-day hire and sales data that will.
HQ management needs to analyses the rental figures, the vehicle popularity, the usage of customers and the location of vehicles etc.
They want the following information about vehicles (monthly figures): eg.,
• Number of days for renting of each vehicle
• Which categories of Vehicles have made the highest profit?
• Which branch has the best performance on the rental of vehicles?
• VIP card usage
You are required to design an integrated vehicleHire information management system to automate the aforementioned business processes. Alex will be the business manager as the contact person for this project.
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