Data Flow Diagram in VISIO or BIZAGI

Instruction: Using Microsoft Office Visio, create two sets of data flow diagrams – one for the current system and another for the new system that incorporate your suggestions for improvement – for the following company described below. For each set, draw the context diagram and level 0 diagram. Case: MHB Systems develops and supplies software products for businesses. As part of their operations, MHB provides a help desk for software purchased from them. An operator inquiries about the nature of incoming calls. Calls that do not require help desk functions are directed to other company units. Help desk specialists are organized by product. The operator directs the call to a specialist skilled on the software that the caller needs help with. Some calls need to be put on a queue. Once a specialist answers the call, the specialist determines if this is the first call from this customer. If so, the specialist creates a new call report to keep track of all information about the problem. If it is not the first call about a problem, the specialist asks the customer about the call report number and retrieves the open call report to determine the status of the inquiry. If the caller does not know the call report number, the specialist collects other identifying information such as caller’s name, the software involved etc in order to conduct a search for the appropriate call report. If a resolution of the customer’s problem has been found, the specialist informs the client as to what the resolution is, indicates on the report that the customer has been notified, and closes out the report. If resolution has not been discovered, the specialist finds out if the specialist handling this problem is on duty and if so, the call is transferred to that specialist, who records any new information from the client. For new and continuing problems, the specialist tries to find the solution by using the relevant software and looking up information in reference manuals. If the specialist knows how to solve the problem, he / she tells the customer how to deal with the problem and closes the report. Else the specialist files the report for continued research and tells the customer that someone at MHB Systems will get back to him / her and if the customer discovers new information he / she should call quoting the report number. Note:  Make sure you’re using the correct template in Visio (e.g., Data Flow Model Diagram).  Save each diagram as separate page (tab) as shown below:  Save your Visio file