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Design and Implementation of Complaint Management System

Design and Implementation of Complaint Management System

Project / Seminar Material
Reference ID: PS-5096-TM


This research material titled “Design and Implementation of Complaint Management System” is dedicated to God for his enabling grace, and to all computer enthusiasts who contributed to make life a pleasant experience during my research documentation.


I extend my sincere gratitude to all those who contributed to the completion of this project. Special thanks 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 or related project material on “Design and Implementation of Complaint Management System” for their invaluable guidance, support, and expertise throughout the journey.

I am also grateful to your study area (mention any funding organizations, if applicable) for their financial assistance. This research would not have been possible without the encouragement and assistance of some stakeholders (mention any mentors, teachers, or colleagues). Additionally, I would like to acknowledge the understanding and patience of my family and friends during this endeavor. Your unwavering support has been a constant source of motivation. Thank you all for being part of this meaningful endeavor.







    • 2.1 Introduction



    • 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



    • 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
    • 4.7.1 System Testing
    • 4.8 Programming Module Specification
    • 4.8.1 Installation
    • 4.9 Computer Hardware Minimum Requirement
    • 4.10 Software Requirement
    • 4.11 Personnel / User Training
    • 4.12 File Maintenance Module



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





    This project titled: DESIGN AND IMPLEMENTATION OF COMPLAINTS MANAGEMENT SYSTEM, is a web-based application that can be accessed throughout the campus. This work was designed to aid the framework for an existing system which is manually based having demerit of inaccuracy, insecurity and poor performance. The obvious merit of online complaint handling system prompted this project to see ways of integrating our appeal process to the internet for speed, efficiency, security, accuracy, and reliability for student satisfaction. The system was implemented using HTML formatting language, MySQL database management for data keeping and JAVA programming language for server side program.

    Design and Implementation of Complaint Management System



    1.1 Background of the Study

    An academic growth can be of various concerns in academic environment to promote social and functioning educational system. For an effective educational system to take place there are some issues in academic environment that should properly address to, take for instance issue of complaints management system in the university. This issue had created a lot of problems for an academic growth in the various aspects of the educational system. To support this approach, this project identifies a range of options that can be used to manage and resolve Academic complaints. This includes, where the opportunity presents itself, the need for administrator to make every effort to resolve potential or actual academic complaints as informally as possible in the first instance.

    Marchington and Wilkinson (2005) defined method of handling complaint as a product of labor relations environment in the 60s and 70s when there was a more explicit struggle for control in the workplace. This had two main effects. Firstly, it created the requirement for clear techniques so that all specialists knew and decides that oversee implicit rules, and moves that may be made against them if these guidelines were charged. Besides, it prompted more prominent clarity and consistency of executive activities to determination the protests. Design and implementation of complaint management system is to maintain an effective, timely, and equitable complaint handling system which is easily accessible and offered to complainants (students) at no charge. This project defines the policy and steps for handling and resolving complaints and also to appeal for an un-favored situation and for this process to take place there must be an automation of the system that will be handle the complaints process and appeal method of registration. Automation can be defined as the aspects involved in using a computer system for the tasks or process such as circulation, implementation etc. In relation to the above preposition by Marcus, it is possible for the design and implementation of an online complaint management system to yield substantial benefits for the users (Marcus, 2000).

    1.2 Statement of the Problem

    Design and implementation of complaint management system is a web base application that will solve the problem facing student in the university environment. The basic problems facing complaint monitoring are:

    1. Lack of fitting security and upkeep of the complaint record in the system that make avenue for disappointment and control of information.
    2. Lack of legitimate precise, concise data about the student implicit rules and character.
    3. Poor performance of the manual system may lead into the missing or exploitative of the complaint by the staff or any member of the management,
    4. This is a circumstance where there is no avenue made for survey of the complaint. This obstructs satisfactory upkeep of the system.
    5. There is no system or database set up to screen transfer of complaint submitted on paper or as verbal representation

    1.3 Aim and Objectives of the Study

    The aim of this project is to design and implement a complaint management system. To achieve this we shall be guided by the following specific objectives:

    1. To evaluate the existing paper-based information of complaint management system.
    2. To design web based complaint registration and appeal management system.
    3. To implement a new system called complaint management system for student Affair Division of Federal University of Technology Minna. With the use of HTML, JAVA and MYSQL.

    1.4 Significant of Study

    The significance of this study is to serve better than the existing system which is highly manual and therefore difficult in terms of monitoring the complaint in the University, improve database and enhance effectiveness, efficiency and security of the system. It is also intended that the study will help in the development of a new and hopefully and standard better computer aided system.

    The new system will save time, reduce improper handling of complaint system and also improve relationship between student, lecturer and management.

    The system is expected to be easy as student can login their complaint anytime, staff and management also can equally response to student complaint in a more easy way.

    1.5 Scope of the Study

    This study covers only the procedure for managing complaints in the Student Affair Division of Federal University of Technology Minna, Niger state.

    The system is designed to be web-based. Design to help student login their complaint and request for management helps concern any complaints.

    1.6 Limitations of Study

    Due to the scope of this project work as mention above, this project work is limited to Complaint management System. This application cannot process the penalties for anybody found being grieved or the punishment for any staff or student found being at fault of any complaints. Other limitations are following:

    1. i. The application was developed to send notification to only the recipient email address and not mobile phone
    2. ii. It does not provide the means of live communication between the complaint and the responder
    3. iii. The system cannot work with other web application. This means it is not a web service oriented system.

    1.7 Operational Definition of Terms


    A person who gives lectures, especially (British) as an occupation at a university or college of higher education. (dictionary.com)


    A school or a division of a university that usually has its own dean and other administrators and whose faculty teaches and confers degrees in specific academic fields reserved (Microsoft Encarta 2009)


    Designed for students who intend to study at a college after high school, or attending a school with such courses (Microsoft Encarta 2009)


    The process of enrolling at a college or university, choosing courses, and paying fees at the beginning of an academic term (Microsoft Encarta 2009)


    A particular group of employees within a company, institution, or organization (Microsoft Encarta 2009)


    The act of expressing discontent or unhappiness about a situation (Microsoft Encarta2009)


    Request by a complainant to have a matter heard and/or re-considered after receiving an unfavourable decision (Microsoft Encarta 2009)


    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 …

    Summary Headlines for Design and Implementation of Complaint Management System

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