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Design and Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District Kaduna State as a Case Study
S

Software Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District, Kaduna State as a Case Study

C.S. Project Software
Reference ID: SD-2804-CS

Software Implementation under Computer Science (CS)

Software Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District, Kaduna State as a Case Study can be acquired by Contacting or Whatsapping Sparklyn Services Software Programmer with the number displayed below 👇

DEDICATION

This research work titled "Design and Implementation of Customer Compliant Help Desk System" is dedicated to God for his enabling grace and to all computer enthusiasts who help to make life a pleasant experience.



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ACKNOWLEDGEMENT

I owe my indebtedness to my Supervisor (Name of your Supervisor), the Head of Department (Name of your HOD), the Lecturers in the department of Computer Science (CS), Book Authors and Profound Scholars of existing/related research work for your moral support that facilitated the successful completion of my (Tertiary Institution level). I am grateful to God Almighty and my parent for their financial support in my career. I really appreciate you all for everything, Thank you very much.



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Design and Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District, Kaduna State as a Case Study

TABLE OF CONTENTS

Preliminary Pages

CHAPTER ONE

INTRODUCTION

  • 1.1 Introduction
  • 1.2 Background of Study
  • 1.3 Statement of Problem
  • 1.4 Aim and Objectives of the Study
  • 1.5 Significance of Study
  • 1.6 Scope of Study
  • 1.7 Limitations of the Study
  • 1.8 Definition of Terms

CHAPTER TWO

LITERATURE REVIEW

  • 2.1 Introduction
  • 2.2 Conceptual Review of Student-customer Service
  • 2.2.1 Instant Feedback
  • 2.3 Theoretical Review of Related Literatures
  • 2.3.1 Knowledge and Awareness of Student-customers
  • 2.3.2 Retrieval of Customers’ Information
  • 2.3.3 Customer Information Management
  • 2.3.4 Measurement of Student-customer Service Levels
  • 2.3.5 Customer Feedback and Contact Programmes
  • 2.3.6 Customer Loyalty Schemes
  • 2.3.7 Use Customer Care to Increase Sales
  • 2.3.8 Handling and Treatment of Customer Complaints
  • 2.4 The Need for a Database Management System
  • 2.5 Concept of Customers Registration
  • 2.5.1 Online Customers’ Registration
  • 2.5.2 Usage of Online Registration Forms
  • 2.6 Help Desk Information System Web Portal
  • 2.6.1 Types of Help Desk Information System Web Portals
  • 2.7 Database for Help Desk Information System Web Portals
  • 2.7.1 Merits of Integrating Databases in Web Applications

CHAPTER THREE

SYSTEM ANALYSIS AND DESIGN

  • 3.1 Methodology Adopted
  • 3.1.1 Problem Identification Using SSADM
  • 3.2 Analysis of the Existing System
  • 3.2.1 Dataflow of the Existing System
  • 3.2.2 Disadvantages Of The Existing System
  • 3.2.3 Weakness of the existing System
  • 3.3 Feasibility Study
  • 3.3.1 Economic Feasibility
  • 3.3.2 Technical Feasibility
  • 3.3.3 Operational Feasibility
  • 3.4 Analysis of the Proposed System
  • 3.4.1 Data Flow Diagram of the Proposed System
  • 3.4.2 Advantages of the Proposed System
  • 3.4.3 Justification of the Proposed System
  • 3.5 Functional Requirements
  • 3.5.1 Use Case Diagram Of The Admin / User Privileges
  • 3.6 Data Requirements
  • 3.7 High Level Model of the Proposed System

CHAPTER FOUR

SYSTEM DESIGN AND IMPLEMENTATION

  • 4.1 Objectives of the Design
  • 4.2 Cohesion and Decomposition High level Model
  • 4.3 Control Center / Overall Dataflow Diagram
  • 4.3.1 Proposed System Operation Flowchart
  • 4.4 System Specification and Design
  • 4.4.1 Input and Output Specification
  • 4.4.2 Database Specification and Design
  • 4.4.3 Data Dictionary
  • 4.5 Choice and Justification of Programming Language
  • 4.6 Program Documentation
  • 4.7 Implementation Techniques
  • 4.8 Programming Module Specification
  • 4.8.1 Installation
  • 4.8.2 Security Design Specification
  • 4.8.3 System Architecture
  • 4.9 Computer Hardware Minimum Requirement
  • 4.10 Software Requirement
  • 4.11 Personnel / User Training

CHAPTER FIVE

SUMMARY, CONCLUSION, AND RECOMMENDATION

  • 5.1 Introduction
  • 5.2 Summary
  • 5.3 Conclusion
  • 5.4 Recommendation

REFERENCES

APPENDIX A - “SOURCE CODE”

APPENDIX B - “OBJECT PROGRAM”




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ABSTRACT

Customer compliant help desk is a system that ensures all issues are ticketed and monitored such that tickets are never left unattended, forgotten, or lost. The customer compliant help desk has a Human Resource System with a single purpose of maintaining sensitive information that is required for a few key employees outside of HR. The aim of the study is to design and implement a Computerized Customer Compliant Help Desk System. In achieving this aim, the following specific objectives were laid out as follows to develop an application software that will maintain an efficient system of collection, sorting and delivery of customers’ information and Replace the manual method of documenting campus desk information and the error involved in checking customers’ information. The motivation that led to the implementation of the proposed system is as a result of the unwillingness attitude of some Swiss Bakey Staff when checking their customers’ information, difficulties people encountered when checking their customers information and time wasted in manual processing of customers’ information. The methodology adopted in this study is the structured system analysis and design methodology (SSADM) which is a technical approach for analyzing and designing an application or system by applying object throughout the software development process. The programming language used is HTML, CSS, JAVASCRIPT, PHP, SQL and JQUERY. The reason why web programming languages was used is because, it is platform independent and it is a web based application. This research work will be of benefit to Universities, Polytechnics, Colleges of Education and any organization that deals on customers’ information. The expected result is a Computerized Customer Compliant Help Desk System that will process customer’s request, save the time wasted with manual method of checking customers’ information and demonstrate increased motivation to the Swiss Bakey workers.





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Design and Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District, Kaduna State as a Case Study

CHAPTER ONE

1.1 Introduction

Customer help desks and service desks need to quickly, and accurately, respond to a seemingly constant stream of end-user and business-process-affecting IT issues. The complexity of modern organization and the need to make continual cost savings, also means that help desk effectiveness and efficiency rests heavily on using fit-for-purpose help desk software to support help desk staff and their IT service management (ITSM) processes. The help desk software ensures that all issues are ticketed and monitored such that tickets are never left unattended (with delays and service level breaches), forgotten, or lost. Customer Help desk software facilitates this through prioritization, categorization, automated routing, service level management, and escalation capabilities.

As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Limitation of the study and Definition of technical terms.

1.2 Background of Study

Customer care is a crucial element of business success. Every time an individual have contact with their customers an individual have an opportunity to improve their reputation with them and increase the likelihood of further sales. From your telephone manner to the efficiency of their order-fulfillment systems, almost every aspect of business affects the way your customers view their business. There are also specific programmes an individual can put in place to increase their level of customer care. This guide outlines what customer care involves. It explains how an individual can use customer contact, feedback and loyalty schemes to retain existing customers, increase their sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Customer care involves putting systems in place to maximize your customers’ satisfaction with their business. It should be a prime consideration for every business, sales and profitability depends on keeping their customers happy. Customer care is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when an individual is recruiting.

The challenges encountered that led to the execution of the research work is that, the difficulties people face in transferring information/data, unwillingness attitude of some Swiss Bakey Staff when checking their customers’ information, fragile nature of customers’ information and important nature of customers’ information in the business world. The need arise for the development of an online help desk to alleviate these problems. Campus Online Customer service may be provided by a person or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce.

1.3 Statement of Problem

Investigation revealed that challenges of the existing Computerized Customer Compliant Help Desk System which is stated as follows:

  1. Unwillingness attitude of some Swiss Bakey Staff when checking their customers’ information.
  2. Difficulties people encountered when checking their customers information.
  3. Fragile nature of customers’ information.
  4. Time wasted in manual processing of customers’ information.
  5. Important nature of customers’ information in the business world. The need arise for the development of an online help desk to alleviate these problems.

1.4 Aim and Objectives of the Study

The aim of the study is to design and implement a Computerized Customer Compliant Help Desk System. In achieving this aim, the following specific objectives were laid out as follows to develop an application software that will:

  1. Maintain an efficient system of collection, sorting and delivery of customers’ information.
  2. Promote, and provide adequate and efficiently Computerized Customer Compliant Help Desk System
  3. Save the time wasted with manual method of checking customers’ information.
  4. Demonstrate increased motivation to the Swiss Bakey workers.
  5. Replace the manual method of documenting campus desk information and the error involved in checking customers’ information.

1.5 Significance of Study

The study offers numerous benefits to the Swiss Bakey and to any organization that deals on customers’ information. Manual method of checking customers’ information will no longer be there again because it will be done by the computer with the help of the computerized ONLINE CUSTOMER HELP DESK. Because of the easy to use nature of the ONLINE CUSTOMER HELP DESK, any organization can easily buy it to make use of them.

This study will be of immense benefit to other researchers who intend to know more on this study and can also be used by non-researchers to build more on their research work. This study contributes to knowledge and could serve as a guide for other study.

1.6 Scope of Study

The scope of the research is focused on the Design and Implementation of a Computerized Customer Compliant Help Desk System using Swiss Bakey in Kakuri District, Kaduna State as a case study.

1.7 Limitations of the Study

During the course of this study, many things militated against its completion, some of which are:

  1. Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
  2. Establishment Policies: Establishment policies posed a serious limitation as most staffs are not ready to release information needed for this project work. There were lots of information needed from the staffs of this institution to enhance the study which took them time to release or they did not release at all for security purposes, hence the scope was reduced.
  3. Research material: availability of research material is a major setback to the scope of the study.
  4. Frequent power failure: This made the researcher append more money on fuel to ensure sustainable power.
  5. Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet).

1.8 Definition of Terms

Business: Is a legally recognized organization designed to provide goods, services, or both to consumers or tertiary business in exchange for money.

Computer: A computer is a programmable machine that receives input, stores and manipulates data, and provides output in a useful format.

Customer: A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor.

CHAPTER TWO

2.0 Literature Review

2.1 Introduction

This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the …

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Proposal Writing Format for Computer Science (CS) Research Work

Final year research work is all about finding real life problem and proffering solution that will partially or totally eliminate the existing system bottlenecks. The following are the major and elective project proposal writing sections for "Design and implementation of customer compliant help desk system using swiss bakery in kakuri district, kaduna state as a case study" research work;

Major Sections
  • Motivation for Embarking on the Project

  • Brief Background of Study

  • Statement of Problems

  • Aim of the Study

  • Specific Objectives of the Study

  • Significance of the Study (Who benefits from the project and how?)

Elective Sections
  • Methodology and Reason for Using It (such as; models, SSADM, or OOADM)

  • Tools (programming languages and software used)



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Proposal Writing Format for Computer Science Research Work


Design and Implementation of Customer Compliant Help Desk System is a proposal topic for final year research work, which comprises the major and elective project proposal writing sections for Design and Implementation of Customer Compliant Help Desk System using Swiss Bakery in Kakuri District, Kaduna State as a Case Study research work.

Major Sections
  • Motivation for Embarking on the Project

  • Brief Background of Study

  • Statement of Problems

  • Aim of the Study

  • Specific Objectives of the Study

  • Significance of the Study (Who benefits from the project and how?)

Elective Sections
  • Methodology and Reason for Using It (such as; models, SSADM, or OOADM)

  • Tools (programming languages and software used)


Defense Procedure for Computer Science Researchers


Know your Project / Seminar Work (Design and Implementation of Customer Compliant Help Desk System): Here are the key point to study if your work is cumbersome or not.

  • Abstract

CHAPTER ONE

  • Motivation / Statement of Problems
  • Aims & Objective of Study
  • Scope of Study
  • Significance of Study

CHAPTER TWO

  • State two or more citation from your review of related literature.

CHAPTER THREE

  • Know the methodologies, tools and techniques used.

CHAPTER FOUR

  • Justification of your work and things to adhered to before using the system or research work.

CHAPTER FIVE

  • Conclusion and Recommendation

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