Executive Summary

The Current System

The process begins when customers make reservations for vehicles. These reservations can be made over the phone or when customers walk in. When customers call any branch, Customer Service Representatives input customer information into the system which includes basic information about the customer as well as credit card information and a valid driver?s license number. When customers walk in, on the other hand, and have the intention of renting a car at once, the customer service representative takes the relevant information from the them as well as a cash or a credit reservation equivalent to the estimated rental cost against the guaranteeing credit card. A contract must also be signed after the customers are briefed by the customer service representative on the conditions and rules under which the vehicle is being rented to them. This procedure is also followed when customer who made advanced reservations come to collect their vehicle. A brochure with the conditions and rules in addition to a due date stamp is given to all customers before they leave with their vehicles.

Context Level dataflow diagram for current system:

• Word Format
• PDF Format

When customers decide to return vehicles to EU-Rent Car Rental, they can do so at any of the 1000 branches. A small fee is charged to customers though, if they decide to return to a different branch than the one where they originally borrowed the vehicle. Upon return, customers must pay by cash or a valid credit card other than the one used to guarantee receipt of the vehicle. The company inspects the vehicles thoroughly when they are returned to the branches. If a car is returned early, the rental charge is calculated at the rate appropriate to the actual period of rental; e.g. the daily rate rather than the weekly rate. If the car is returned late an hourly charge is calculated up for up to 6 hours of lateness. After 6 hours, a whole day is charged.

See Appendix 1: Diagram 0 for Current System

If the vehicle has been damaged the customers' credit card company must be notified of the pending charge.

The EU Company has a loyalty incentive scheme designed to maintain their customer base as well as attract new customers. Once a year, the company examines their records for customers who have made four rentals within the year. Each paid rental in the scheme (including the 4 qualifying rentals) earns points that may be used to buy free rentals.

Introduction

Decision Environment

• Organisational Overview
• Current System

Problems with the Current System

Objectives of Proposed System

Scope of Problem

Criteria Specification & Imposed Constraints

Proposed Alternative System

A more Detailed Look at Proposed Alternatives

Analysis of Proposed Alternative

Recommendations

Implementation Plan

Appendix 1

Appendix 2

Appendix 3

Appendix 4

Contact Information