Product & Employer

Performance Review
Company Name
Fidelity Investments (https://www.fidelity.com).

Department Name
Product Development & Management.
Main tasks/activities:
1. Responsible for building programs and efforts for
customers, from identifying an opportunity through
rollout.
2. Implement tactical improvements to the tools and
processes.
3. Doing product analysis and managing projects.
4. Doing primary research about the market.
5. Making sound decision and doing risk analyses.
How database is used by Department?
1. Using reports generated from FidelityInvestment
database, department heads can go through the
Customer comments about particular product in the
market and can do analysis on response.
2. Heads can use database to go through number of
issues raised in particular product, so that
improvements can be made in the product.
3. Database can be used to track success rate and
customer satisfaction of any product in the market.
Accordingly, can plan to launch an updated version of
product.
4. Heads can go through reports to manage the projects
and can take decision for more workforce.

Software Used
Microsoft SQL Server Management Studio 2008.

Database information
FidelityInvestment: This database has been created to

carry information of
Product Development
& Management department and it will help management in
decision making.
Source of Data:
Information about products like: Mutual Funds,
Retirement Plan has been taken from official website of
fidelity investment.
But, customer information, issues raised are imaginary
and it has been inserted manually in the tables.
Tables Information:
1. Products: A table to store information regarding all the
latest products of Fidelity Investments in the market.
2. Customer: A table to store information of customers
using fidelity investments products.
3. Address: Table to store address related information of
customers using fidelity investments products.
4. CustomerIssues: Important table to store information
regarding issues raised by customers against any
product.
5. Employee: Table to carry information of employees
working with fidelity investments.

File Structure: MDF (for storing data) & LDF (to store log of
DML/DDL operations performed on database)

Entity Relationship Diagram

SQL Queries/Reports
1. Report 1: This report is designed to fetch all the issues
raised by customers in period of 1 month and which are
in Open, Re-open or
In-process state.
Significance: Product Development & Management
department can use this report to analyze customer
issues and plan to fix them according to severity.
Frequency and Recipient: Monthly and Project
Manager.
QueryDesign:

SELECT C.FIRSTNAME + ' ' + C.LASTNAME AS

P.PRODUCTNAME,
CI.ISSUELOGDATE,
CI.ISSUESTATUS,
CI.ISSUEDESCRIPTION,
CASE
WHEN CI.SEVERITY = '1'
WHEN CI.SEVERITY = '2'
WHEN CI.SEVERITY = '3'
WHEN CI.SEVERITY = '4'
END AS SEVERITY

CUSTOMERNAME,

THEN
THEN
THEN
THEN

'LOW'
'MEDIUM'
'HIGH'
'URGENT'

FROM
WITH(NOLOCK) JOIN

FIDELITYINVESTMENT.DBO.PRODUCTS P WITH(NOLOCK)
ON(CI.PRODUCTID = P.PRODUCTID)
JOIN FIDELITYINVESTMENT.DBO.CUSTOMER C

WITH(NOLOCK)
WHERE

FIDELITYINVESTMENT.DBO.CUSTOMERISSUES CI

ON (CI.CUSTOMERID = C.CUSTOMERID)
CI.ISSUESTATUS IN ('NEW','RE-OPEN','IN-PROCESS')

AND

CI.ISSUELOGDATE > DATEADD(month,-1,GETDATE()) AND

CI.ISSUELOGDATE <= GETDATE()-1
ORDER BY CI.SEVERITY DESC

2. Report 2: This report will fetch information regarding

issues raised against each Product of Fidelity
Investments in the market in Last One Year.
Significance: Product Development & Management
department can use this report to summarize the
performance of Products in the market on the basis of
number of Issues raised against Products. Accordingly
judge the Product as Stable or UnStable, so that proper
action can be taken like: Increasing team members,
Working with Project Manager etc.
Frequency and Recipient: Yearly/6-monthly and
Department head.
QueryDesign:
SELECT P.PRODUCTNAME,
E.FIRSTNAME + ' ' + E.LASTNAME MANAGERNAME,
CONVERT(VARCHAR(12),E.DATEJOINED,113) MANAGERSINCE,
S.TOTALISSUES
FROM FIDELITYINVESTMENT.DBO.PRODUCTS P WITH(NOLOCK)
JOIN
(
SELECT CI.PRODUCTID PRODUCTID,COUNT(1) TOTALISSUES

FROM
FIDELITYINVESTMENT.DBO.CUSTOMERISSUES CI WITH(NOLOCK)
WHERE CI.ISSUELOGDATE > DATEADD(YEAR,1,GETDATE()) AND CI.ISSUELOGDATE <= GETDATE()-1
GROUP BY CI.PRODUCTID

) AS S
ON (P.PRODUCTID = S.PRODUCTID)
JOIN FIDELITYINVESTMENT.DBO.EMPLOYEE E WITH(NOLOCK)
ON(P.MANAGERID = E.EMPLOYEEID)
ORDER BY S.TOTALISSUES DESC

3. Report 3: This report will give an overview of

performance of Employees in Last One Year. It will
highlight issues which were reopened by customers,
Severity of issues, CustomerSatisfication with service
provided by Employee, Comments posted by customer.
Significance: Using this report, Product Development
& Management department can decide whether
particular employee requires more training, also
manager can review customer comments and bring
changes in the quality of product.
Frequency and Recipient: Yearly/6-monthly and
Department head.
QueryDesign:

SELECT

P.PRODUCTNAME,
CI.ISSUEID,
CASE
WHEN CI.SEVERITY
WHEN CI.SEVERITY
WHEN CI.SEVERITY
WHEN CI.SEVERITY

=
=
=
=

'1'
'2'
'3'
'4'

THEN
THEN
THEN
THEN

'LOW'
'MEDIUM'
'HIGH'
'URGENT'

END AS SEVERITY,
CI.SATISFICATION,
CI.COMMENTS,
E.FIRSTNAME + ' ' + E.LASTNAME AS HANDLED_BY
FROM
FIDELITYINVESTMENT.DBO.CUSTOMERISSUES CI WITH(NOLOCK)
JOIN FIDELITYINVESTMENT.DBO.EMPLOYEE E WITH(NOLOCK)
ON(CI.UPDATEBY = E.EMPLOYEEID)
JOIN FIDELITYINVESTMENT.DBO.PRODUCTS P WITH(NOLOCK)
ON(CI.PRODUCTID = P.PRODUCTID)
WHERE CI.ISSUELOGDATE > DATEADD(YEAR,-1,GETDATE()) AND
CI.ISSUELOGDATE <= GETDATE()-1
AND CI.ISSUESTATUS = 'RE-OPEN' AND CI.SATISFICATION <= '3'

4. Report 4: This report will give an overview of

performance of products in the market. It will highlight
total customers who were using products of Fidelity
Investments but has left taking services in last one
year.
Significance: Using this report experts can understand
which product is not performing well in the market. And
can dig out the possible reason or if necessary, can
setup meeting with Manager to understand reasons.
Frequency and Recipient: Yearly/6-monthly and
Department head.
QueryDesign:

SELECT

PR.PRODUCTNAME,
E.FIRSTNAME + ' ' + E.LASTNAME MANAGER_NAME,
PC.TOTALCUSTOMER,
CONVERT(VARCHAR(12),E.DATEJOINED,113) EMPLOYEESINCE
FROM FIDELITYINVESTMENT.DBO.PRODUCTS PR WITH(NOLOCK)

JOIN FIDELITYINVESTMENT.DBO.EMPLOYEE E WITH(NOLOCK)

ON (PR.MANAGERID = E.EMPLOYEEID)
JOIN
(
SELECT C.PRODUCTID PRODUCTID,COUNT(1) TOTALCUSTOMER FROM
FIDELITYINVESTMENT.DBO.CUSTOMER C WITH(NOLOCK)
JOIN FIDELITYINVESTMENT.DBO.PRODUCTS P WITH(NOLOCK)
ON (C.PRODUCTID = P.PRODUCTID)
WHERE C.DATELEFT > DATEADD(YEAR,-1,GETDATE()) AND C.DATELEFT
<= GETDATE()-1
GROUP BY C.PRODUCTID
) AS PC
ON (PR.PRODUCTID = PC.PRODUCTID)
ORDER BY PC.TOTALCUSTOMER DESC

5. Report 5: This report will give an overview of

performance of products in the market. It will highlight
number of new customers, who have joined Fidelity
Investments in last one year.
Significance: Till now we talked only about issues
raised but, using this report experts can decide to
congratulate team members of particular Product,
because of team effort new customers have enrolled for
the services. At the end if employee is happy he/she
would put more efforts to raise the product.
Frequency and Recipient: Yearly/6-monthly and
Department head.
QueryDesign:

SELECT PR.PRODUCTNAME,
E.FIRSTNAME + ' ' + E.LASTNAME MANAGER_NAME,
PC.TOTALCUSTOMER,CONVERT(VARCHAR(12),

E.DATEJOINED,113) EMPLOYEESINCE
FROM FIDELITYINVESTMENT.DBO.PRODUCTS PR WITH(NOLOCK)
JOIN FIDELITYINVESTMENT.DBO.EMPLOYEE E WITH(NOLOCK)
ON (PR.MANAGERID = E.EMPLOYEEID)
JOIN
(
SELECT C.PRODUCTID PRODUCTID,COUNT(1) TOTALCUSTOMER FROM
FIDELITYINVESTMENT.DBO.CUSTOMER C WITH(NOLOCK) JOIN
FIDELITYINVESTMENT.DBO.PRODUCTS P WITH(NOLOCK)
ON (C.PRODUCTID = P.PRODUCTID)
WHERE C.DATEJOINED > DATEADD(YEAR,-1,GETDATE()) AND
C.DATEJOINED <= GETDATE()-1
AND C.DATELEFT IS NULL
GROUP BY C.PRODUCTID
) AS PC
ON (PR.PRODUCTID = PC.PRODUCTID)
ORDER BY PC.TOTALCUSTOMER DESC