complaint management system

INDEX S.No.

Content

1

Acknowledgement

2

Preface

3

Introduction

4

Objective and Scope

5

Requirement Analysis

6

Existing System Description

7

Problem Statement

8

Software Requirement Specification

9

Feasibility Study

10

Cost Benefit Analysis

11

Hardware and Software Requirement

12

Proposed System

13

Methodology

14

Conceptual Model

15

Data Flow Diagrams

16

Entity Relationship Model

17

System Design

18

Data Modules

19

Data Structure

20

Snapshots

21

Coding

22

Testing

Page No.

23

Future Scope and Further Enhancement

24

Conclusion

25

Bibliography

ACKNOWLEDGEMENT A project is a combined effort of many people. An accomplished project is the fruit of lots of research, hard work and ideas on the part of the team and the valuable suggestions and guidance of a supervisor. This project is no different. We take this opportunity to thank all the people associated with this project who helped us in the preparation of this project by their cooperation, suggestions and guidance. First of all, we would like to thank our teacher and guide for supervising us throughout the development of this project. Her valuable suggestions and ideas gave us a head start with this project and directed us in the right direction throughout the project development.. We would also like to thank our parents for their valuable support and advice. Last but certainly, not the least we would like to thank our dear friends for their ideas, suggestions and occasional criticism. It helped a lot. All of these people played a very important role in the development of  “Complaint Tracking System”  project and we would like them to know that

they have our heartfelt gratitude.

Thank You…

PREFACE Man has invented many electronic devices but computer has made a greater impact on the society than any other device. Computers have made significant contribution to the society during the last three decades. Computers have  become an integral part of our life all over the world. And when knowledge combines with computer then it can reach millions of peoples on a simple mouse click.

Our society is totally affected by these new electronic devices. The areas of the computer applications are literally numerous to mention. Computers have  become an integral part of our everyday life. They dominate every sphere of life, be it communication,

medicine,

law,

enforcement,

government,

 banking, education, transportation, planning, design or manufacturing. They continue to grow and even new horizons of discovery and application. Over the next few years it is expected that there will occur a vast increase in the range of computer applications and a corresponding increase in the computers will have on our daily lives. One of the primary reasons for the immense popularity of computers is the speed with which they can accomplish specified tasks.

Internet technology has made it possible to reach almost anything through computer. One can browse on the Internet for information about anything and  book or purchase items online. There is no need to leave the comforts of home and go shopping when you can browse a variety of goods and shop from your home.

It is a great convenience to be able to access the facilities of a location even when you are at home sitting in front of your computer. This project provides an online cab booking facility using which people can book cabs of a cab agency without actually visiting the cab agency office.

INTRODUCTION Complaint Tracking System is a desktop application that’s going too developed for a company service center. On that center any one can do register their complaint for the  products that they have purchased. Complaint can be registered via phone or email, it will be send to specific service engineer by the person who is registering the complain. After that it will be get resolved. The status of the complaint will be closed after resolving it. To keep track of all these information regarding complaints, compliers, service engineers, this softwa re is being developed. An organization’s customers may have complaints about its products. They will be given a product id for each product, where they can send an email when they have a complaint to register. The complaint id will get converted to complaints and get assigned to the persons handling that product. The complaints can be assigned to different persons and will get tracked to closure. The person handling the complaint will have the facility to communicate with the customer via emails through the system. Product Perspective

The “Complaint Management System” software is an independent application. It is a self-contained product. The system interfaces, user interfaces and hardware interfaces related with this software are defined as follows. System Interfaces

The client systems should be able to share the data available in the data base through the network connection. User Interfaces

The screen formats and menu structure should be in such a way that even have users will find it easy to use. The product must be use-friendly and very inter-active. The functionality provided by the system like displaying error messages should adapt itself to the different users of the software. Software Interfaces Operating System : Any Windows OS. 

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Intermediate Language : JVM.

Site Adaptive Requirements The “OCMS” software is an independent and self -contained product and no

modification are required to adapt to a particular installation. Product Functions • The major functions include

• Providing product complaint details • Complaint registration for a particular product id, date and time and also providing with a pin code as a customer address. • Allowing the customer to view sstatus of the complaint. • Displaying a report of the number of complaints for a particular product. Advantages:

• Very less time required. • Very less cost. • Risk is low. • No technical knowledge is needed for the user. • Easy to maintain

OBJECTIVE & SCOPE

OBJECTIVE The prime objective of this Software is t o give a platform where all customers can file their complaints and can have a track of the progress of their respective complaints. It not only give platform to customer but also to the company where they can handle all the complaints in an efficient way. All the employees(ServiceEngineers) can have the knowledge of the complaints that come into their domain. It causes satisfaction to the customers and motivates the company to expand their empire.

SCOPE