Complaint Management System

SUBMITTED TO GAUTAM BUDDH TECHNICAL UNIVERSITY, LUCKNOW (U.P.) FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF MASTER IN COMPUTER APPLICATION SESSION 2009-2012

Under the Guidance of: Dr. Rajat Sheel Jain Senior Professor IT Department IMS-Noida

Submitted by: Gaurav Parashar 1009814013 2010-13 IMS-Noida

INSTITUTE OF MANAGEMENT STUDIES, NOIDA (2013)

1|Page

PERFORMA FOR APPROVAL OF THE MCA PROJECT (612) PROPOSAL

Roll No. Name of the student

1009814013

Gaurav Parashar [email protected]

5. 6.

Title of the Project (612) Name of the Mentor

Complaint Management System Dr. Rajat Sheel Jain

For Office Use Only: Signature of the Mentor Approved

Date: -------------------------

Suggestions (if any) :1 2 3 4 5 6 7 8

2|Page

INDEX
S. No. 1. Particulars 1.1. Introduction 1.2. objective 2 Analysis 2.1. Feasibility Study 2.2. Data Flow Diagrams 2.3. E-R diagram 3 4. H/W and S/w Requirements Table and Structure 4.1. Data Base Table Overview 4.2. Modules Details 4.3. Java Environment Future Scope 9 10- 12 48 Page No. 13

5.

13

3|Page

ACKNOWLEDGEMENT
I am very grateful to my Project (612) Mentor Dr. Rajat Sheel Jain for giving his valuable time and constructive guidance in preparing the Synopsis/Project (612). It would not have been possible to complete this Project (612) in short period of time without his kind encouragement and valuable guidance.

Date:

Signature Name of the Student

4|Page

INTRODUCTION
1.1 Objectives and scope of the Project
An effective complaints management system is integral to providing quality customer service. It helps to measure customer satisfaction and is a useful source of information and feedback for improving services. Often customers are the first to identify when things are not working properly. Implementing effective complaints management systems within public sector agencies: Improves Companies internal complaints handling Reduces recurring complaints Improves standards of service to the community Raises standards of administrative decision-making

The following objectives have been set: 1) Smooth flow of data without any hurdles. 2) Adequate validation checks for data entry. 3) Adequate security of data. 4) Facility to update data from time to time. 5) Prompt and specific retrieval of data. 6) Flexibility in the system according to the changing environment. 7) Controlling redundancy in storing the same data multiple times. 8) Accuracy, timeliness and comprehensiveness of the system output. 9) Stability and operability by people of average intelligence. 10) Enhancement in the completion of work within the constraints of time The scope of the system is quite wide. It can be implemented on a WAP-enabled mobile handset, thus providing the Customers and the Providers, the ease of accessing the projects and their status without any difficulty and within no time.

5|Page

ANALYSIS
Feasibility Study:
Prior to stating whether the system we have to develop is feasible or not we believe that we should emphasize on what is implied by the word Feasibility. Feasibility is the measure of how beneficial or practical the development of the system will be to the organization. It is a preliminary survey for the systems investigation. It aims to provide information to facilitate a later in-depth investigation. A proposed system is beneficial only if it can be turned into an information system that will meet the operational requirements of an organization. A system often fails if it does not fit within existing operations and if users resist the change. Important issues a systems developer must look into are: Will the new system be used if implemented in an organization? Are there any major barriers to implementation or is proposed system accepted without destructive resistance?

The whole purpose of computerizing the Complaint Management is to handle the work much more accurately and efficiently with less time consumption. There will be additional work to be completed, because now the cellular company will have to maintain database of both their employees as well as their Customers. Compared to the semi-computerized system the chances of avoiding errors in a computerized system is much higher because the user need not stress himself unnecessarily resulting in recklessness. Unlike the semi-computerized system there would be backup data for all the information concerning the daily transactions occurred within the organization. Another important fact to be regarded is the security control, which is handled by the system. Since data regarding each Customer and the Organization is confidential, security is a key issue. Information falling into the wrong hands could jeopardize the entire organization. Unlike in semi-computerized systems The proposed system offers adequate control to protect the organization against fraud and embezzlement and guarantees the accuracy and Security of data and information. This is handled by the system providing individuals with separate login names and passwords. The new system is user-friendlier, which enables the end-user to complete his/her work efficiently and accurately with interest. After taking the above fact into consideration we can state the operating of the proposed system within the organization is feasible. Technical performance aspect is explained in the technical feasibility report and there is no new information is needed in this to explain it again, but as for the acceptance within the organization the following points are important and those are explained according to the topics. 6|Page

DATA FLOW DIAGRAM

7|Page

8|Page

Second Level Data Flow Diagram

Entity Relationship Diagram

Complaint

SOFTWARE AND HARDWARE REQUIREMENT

Hardware Requirements:
10 | P a g e

Processor System bus RAM HDD Monitor Keyboard Mouse

:Intel Core 2 Duo or abov 32 bits 2GB of RAM 100 GB or higher SVGA COLOR 108Keys 2 button mouse

Software Requirement:
Operating System Environment Front end Additional languages Back end MS WINDOWS XP or Above java Runtime Environment7 JSP Core java, Servlet, JavaScript, Beans, HTML, CSS, Tomcat MySql.

TABELS & STRUCTURE

1. tbcontyp (Connection Table) 11 | P a g e

Field Contypcod

Data Type Int

Size 4

Key Primary Key

Description Connection code of

Connection Type Contypnam Varchar 50 Name of Connection type

2. tbpln (Plan table) Field Plncod Plnnam Plndsc Plntrf Plncontypcod Data Type Int Varchar Varchar Varchar int Size 4 50 200 50 4 Foreign key Key Primary Key Description Plan Code of Plan Name of Plan Description Of Plan Plan Tariff Connection Type Code of Plan

3. tbaddons (Addon Table) Field Addoncod Addonplncod Addonnam Addontrf addondsc Data Type Int Int Varchar Varchar Varchar Size 4 4 50 50 200 Key Primary Key Foreign Key Description Addon On code of Addon Plan Code of Addon Name Of Addon Addon Tariff Description of Addon

4.tbarea (Area Table) 12 | P a g e

Field Areacod Areanam

Data Type int varchar

Size 4 50

Key Primary Key

Description Area Code Of Area Name of Area

5. tbloc (Location Table) Field loccod locnam Locareacod Data Type int varchar int Size 4 50 4 Forgein Key Key Primary key Description Location Code Of Location Name of Location Area Code Of Location

6. tbcmptyp (Complaint Type) Field Cmptypcod Cmptypnam Data Type Int Varchar Size 4 50 Key Primary key Description Complaint Type Code Name Of Complaint type

7. tbemp (Employee Table) Field Empcod Data Type Int Size 4 Key Primary Key Description Employee Code of Employee Empadd Empphn Empmob Varchar Varchar Varchar 200 20 20 Address of Employee Phone Number Of Employee Mobile Number Of Employee 13 | P a g e

Empeml Emppic Empcmptypcod

Varchar Varchar Int

50 50 4 Foreign Key

Email Of Employee Picture Of Employee Complaint Type Code Of Employee

Emploccod

int

Foreign Key

Location Code Of Employee

14 | P a g e

8. tbnewcon (New Connection Table) Field Newconcod Newconnam Data Type Int Varchar Size 4 50 Key Primary Key Description Code of new connection Name of New connection (Client) Newcondat Datetime 8 Date of New Connection Apply Newconplncod Int 4 Foreign Key Plan Code Of new connection Newconloccod Int 4 Foreign Key Location Code of New Connection Newconphn Varchar 50 Phone Number Of New Connection Newconpic Newcondsc Varchar Varchar 50 100 Picture Of New Connection Description of new connection Newconsts newconeml Char varchar 1 50 Status of New Connection Email Of New Connection

9.tbcst (Customer Table) Field Cstcod cstnewconcod Data Type Int int Size 4 4 Foreign Key Key Description Code Of Customer New Connection Code of

15 | P a g e

Customer

10. tbacc (Account Table) Field Accno Data Type Int Size 4 Key Description Account Number Of Customer Acccstcod Accplncod Acccrtdat accphn Int Int Datetime varchar 4 4 8 50 Foreign Key Foreign key Customer Cod of Account Plan Code Of Account Date of Account Create Phone Number Of Account

11. tbaccdet (Account Detail Table) Field Accdetcod Accdetaccno Data Type Int Int Size 4 4 Key Primary Key Foreign Key Description Account Detail Code Account Number Of Account Detail Accdetaddoncod Int 4 Addon Code Of Account Detail Accdetstrdat Datetime 8 Start Date of Addon(Account Detail) Accdetsts char 1 Status of Account Detail

16 | P a g e

12. tbcmp (Complaint Table) Field Cmpcod Cmpaccno Data Type Int Int Size 4 4 Key Primary Key Foreign Key Description Complaint Code Account Number Of Complaint Cmpdsc Cmplvl Cmpcmptypcod varchar char Int 50 1 4 Foreign Key Description Of Complaint Level of Complaint Complaint Type Code Of Complaint Cmpsts Cmpdat Char Datetime 1 8 Status Of Complaint Date of Complaint Register

13.tbcmpasg (Assign Complaint Table) Field Cmpasgcod Data Type Int Size 4 4 Key Primary Key Foreign Key Description Code Of Complaint Assign Complaint Code of Complaint Assign Cmpasgempcod Int 4 Foreign Key Emp Code Of Complaint Assign Cmpasgdat Datetime 8 Date of Complaint Assign

Cmpasgcmpcod Int

17 | P a g e

1. tbcmpatd( Complaint Attended) Field Cmpatdcod Cmpatddat Cmpatdasgcod Data Type Int Datetime Int Size 4 8 4 Foreign Key Key Description Complaint Attended Code Date of Complaint Attended Complaint Assign Code of Complaint Attended

15.tbusr (User Table) Field Usrcod Usrnam Usrpwd Usrempcstcod Data Type int varchar varchar int Size 4 50 50 4 Foreign Key Key Primary Key Description User Code of User Name of User Password Of User Employee And Customer code of user Usrrol char 1 Role of User

18 | P a g e

2.Modules Details:a.) User Reg:Before posting complain on site a user must register him self in order to go through complain process. A user has its unique VSAT no which has to mention correctly. b.) Sign In:After registration the user has to go to sign in page. After signing in the user will Able to post complaint, view status, and can also do online troubleshooting. c.) Troubleshooting:After signing in the user will able to go through online troubleshooting process which can help user to solve some minor problems online. d.) Complaint Status:User can view its complaint status so that he can assured about his complaint being processed. e.) Reports:Reports can be generated time to time in order to maintain track of complaints. f.) Data Usage:Through this portal data usage of vsats can tracked in order to check average traffic on particular vsats.

19 | P a g e

FUTURE SCOPE
The proposed system is purely an ONLINE COMPLAINT MANAGEMENT SYSTEM we will make this project as online where every customer using their unique ID can view their complaint status Also, we can include online confirmation mails about vsats by the authorized person.

20 | P a g e