Complaint
Management
System
Project
Acknowledgement
All
praises and thanks are for Almighty ALLAH Who is the source of all
knowledge and wisdom endowed to mankind and to the humanity as a
whole.
Writing this report appeared to be a great experience to me. It added
a lot to my
knowledge while I was working on this report. If I say that this
report is one of my memorable experiences in student life, then it
would not be wrong.
I
deem it utmost pleasure to avail this opportunity to express the
heartiest gratitude and deep sense of obligation to my teacher
for
his skilled guidance, keen interest, constructive criticism,
constant encouragement, valuable suggestions and pains taking
supervision throughout the course of my study. The work presented in
this report is accomplished under his dynamic, skillful, affectionate
guidance and generous transfer of knowledge. Whenever I sought help
from him, he was the person who was always there bearing a welcoming
smile on his face and having the doors of his good advices are always
opened for me. I have learnt a great deal from him.
The
encouragement and assistance of my parents and friends helped me a
lot. I
am extremely indebted to the individuals who supplied me with ample
help, guidance and information without which this report would never
have been completed. I regret if I have forgotten to mention anyone
concerned.
Contents
INTRODUCTION:
Complaint
system is a set of instructions about how to deal with complaints.
The instructions will suit your specific business and products or
services.
An
important way to care for your customers is to deal effectively with
any complaints and negative feedback they have.
Customers
with a complaint can help you to improve your business and also turn
an unhappy customer into a satisfied one. Dealing with complaints
effectively can save you from a bad reputation.
In
order to always deal with customer complaints effectively, a
complaints system can be a very useful business tool.
Having
a system means that all staff will act the same way and that
complaints are followed up. It also leaves a paper trail so you can
look back and spot ways to improve your business and reduce the
number of complaints.
A
more comprehensive complaints procedure will include a recording
system for the complaints. We make records of complains in Complaint
Management System. Having a record of complaints is useful for
monitoring any patterns and finding areas of improvement in the
business. It is also handy as a record of dates if a customer returns
to make further complaints. In this system we record all the data of
complains in detail.
This
Project is on Complain management system of PTCL. In this project you
will know how PTCL Complaint Management system rectifies complaints
efficiently and effectively.
Software Requirement Specification/Features:
Functional Requirements:
- Register Complain
- Record complain and forward to specific department
- Update Complain
- Delete Complain
- Search Customer Information/ Complainer location
- Resolve/ Rectify complain of customers
- Sent verification to customer
Non-Functional Requirements:
Use Case Diagram:
Flow of Events
1)
Introduction:
To
interact with the system Complaint Management System will Validate
Complain Registration with this system. It also defines action
performed to rectify Complain.
2)
Actors:
- Complainer
- Complain Officer
- Operator
- Engineer
- Lineman
3)
Pre-Conditions:
Complainer
must call or E-mail to register complain
4)
Post-Conditions:
Complainer
will verify the rectification of his\her complain
5)
Main Flow:
Complainer
register complain, System Show login screen to enter user Id and
Password Complain officer record complain on system and assign Id to
complainer through E-mail or Call. Operator checks Id and customer
details and send to Engineer where engineer assign Lineman, Lineman
rectifies complaint and Engineer approve rectification. Complaint
Officer has rights to Update, Insert and Delete any Complain from
System/database.
6)
Sub-Flows:
Add/Insert
Complain:
The
System displays screen contains Complain details where complain
officer can add/Insert new complain.
Update
Complain:
If
any information about existing complain is changed user can update
complains
Delete
Complain:
Complain
Officer can delete complain if user are no longer using services for
long time
7)
Alternative Flows:
User
Id or Password is incorrect, User will be prompted a message
regarding the error. Transfer control back to login screen.
8)
Special Requirement:
Staff/User
should acquire user Id and Password before login to the system
Activity Diagram:
Use case Realization:
System
Complain Information
Complain History
Complain
History:
It
is used to save complain details
Complain
Information:
It
is used to control complain class
System:
It
is used to display data
System
Complaint Manager
System:
It
is used to display save details
Complaint
Manager:
It
is used to register complain
Sequence Diagram:
Class Diagram:
ER DIAGRAM
DESCRIPTION:
This
Project is on PTCL complaint management system. In this project
Complain and Customer are the main forms. This ERD shows how the
complaint management system of PTCL rectify complains of the
customers. ERD shows the flow of work.
This
System has following relations
- Complaint Type
- Status
- Province
- City
- Complain
- Complain History
- Verification
- Customer
- Customer Type
- Rectification
- Telephone
- Engineer
- Lineman
- Lineman/Complain
In
these tables/relations Lineman/Complain is a junction or bridge table
we use this type of table when there is many to many relationship
between two tables.
The
complaint Type relation shows which type of complaint is this for
instance, For Ptcl internet problem or for telephone problem.
The
Status tells us the status about connection is it off or user is
still using connection.
Province
and city tables give information about city and province of customer.
Complain
History Keeps records of previous complains so we can see what
previous complains users have.
Lineman
and Engineer relation gives information about them.
Customer
Type Shows category/Type of the Customer.
Customer
has the complete information about Customer.
Rectification
and Verification gives complete information about the verification
and Rectification.
Telephone
table helps use to find directly which customer has made the query.
Complain
gives complete information about complain.
Posts
0 comments:
Post a Comment