1.

0 CHAPTER ONE

1.1 introduction

A customer care complaint system is a set of procedure used in organizations

to address complaints and resolve disputes. The Complaint systems in the US

have undergone several innovations especially since about 1970 with the

advent of extensive workplace regulation.

There is also a major need to collect, review and understand the nature of

conflict management and complaint systems around the world. Studies and

citations are needed about how complaint systems work for women

as well as men. Research is needed as to how systems work for many

different national groups, for people of different socio-economic classes, and

different ages, and different religions, and especially for contract workers and

immigrant workers, in every country. Studies (and citations) are needed

about complaint systems in health care, in faith-based organizations, in schools,

in political organizations, in the military and in many specialized occupations.

Studies are needed about important specialized issues like free speech.

A number of Artificial Intelligence technologies are helpful in complaint

resolution process, understanding the

attitudes of involved parties and reasoning about them, in particular, based on

1
Belief-desire-intention model.

Concept learning is an adequate formalism to reason about complaints.

1.2 Statement of customer care complaint management system.

In the existing system the people must go to the office for any kind of detail or

help. The users can post their problems and get the details of the information

about the organization and some other services. This system doesn’t have much

popularity and is user friendly

Online customer care Complaint Management System provides an online

way of solving the problem faced by the public by saving time and eradicate

corruption and the ability of providing many of the reports on the system and add

to facilitate the process of submitting a complaint.

1.3 Objectives
2
The objective of our work or project includes:

 To make complaints easier to coordinate, monitor,

track and resolve,

 To provide company with an effective tool to identify and target problem

areas, monitor complaints handling performance

 To make business improvements.

 Prompt and specific retrieval of data.

 Flexibility in the system according to the changing environment.

 Controlling redundancy in storing the same data multiple times.

 Accuracy, timeliness and comprehensiveness of the system output.

 Stability and operability by people of average intelligence.

 Enhancement in the completion of work within the constraints of time.

1.4 significance of the study

solving the problems faced by the public by saving time and eradicate

corruption, and the ability of providing many of the reports on the system, and

add to Facilitate the process of submitting a complaint.

1.5 scope of the study

This application covers all aspect of complain system and can be used in any

organization for laying complain and receiving comment about an organization

The system is designed to be web-based. Design to help student login their

complaint and request for management helps concern any complaints.

4
 1.6 limitations of the study

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:

i. The application was developed to send notification to only the recipient email

address and not mobile phone based on mode of message transmission.

ii. It does not provide the means of live communication between the complaint and

the responder

1.7 Definitions of related terms

Complaint: this is a statement that something is unsatisfactory or

unacceptable.

Management: a process of dealing with or controlling thing or people.

System:/this is a set of principle or procedures according to which

something is done, an organized scheme or method.

5
 2.0 CHAPTER TWO

2.1 Introduction

Online Complaint Monitoring System (OCMS) is a system operated by the city of

mumbal, India. A complaint management system is one of latest productivity

enhancement tools used widely by all organizations wherever there is a need of

booking of complaints via operators and analysis of complaints which are made or

are pending.

Lack of paper movements provides complaint management operations a speed

which was never envisaged in manual mode at all. software allows a booking

operator to book and lodge complaints and automatically schedules and prompts

operators to source complaint to concerned departments.

State of art management information reports on complaint details and pending

complaints with reasons and remarks provides management a better insight to

problems and too much traffic situations of telephone lines. A never before

“Report wizard” not only allows you to define specific reports on demand but also

allows you to define your own sorting and analysis parameters which may be more

relevant to you but not programmed by us till now.

6
 2.2 Early stage of complaint management system

A complaint system (also known as a conflict management system, internal

conflict management system, integrated conflict management system or dispute

system) is a set of procedures used in organizations to address complaints and

resolve disputes. Complaint systems in the US have undergone several innovations

especially since about 1970 with the advent of extensive workplace regulation.

Notably in many countries, conflict management channels and systems have

evolved from a major focus on labor-management relations to a much wider

purview that includes unionized workers and also managers, non-union employees,

professional staff, students, trainees, vendors, donors, customers, etc.

There is a substantial early history of scholarly work on due processes, and union

and non-union grievance procedures within organizations. This work focused

primarily on right –based conflict resolution between union and non-union workers

and their managers. Scholarly work has evolved to cover both a wider range of

conflict management channels, and, also, a much wider range of disputants.

In the 1970s and 1980s much interest arose in the United States, in dealing with

conflict informally as well as formally, and in learning from conflict and managing

conflict. In contemporary language, these discussions centered on the "interests" of

7
all who would consider themselves stake-holders in a given conflict and on

systems change as well as resolving grievances.

These discussions led to questions of how to think about complaint systems and

how to link different conflict management offices and processes within an

organization. Papers by Ronald Berenbeim mason djordje bentions.

Many authors extended the work of Berenbeim, Rowe, and Rowe and Baker, on

the topic of internal complaint systems. They included: Douglas M. McCabe

Williams L. Ury, Jeanne M. Brett, and Stephen B. Goldberg. (Ury, Brett and

Goldberg in particular described conflict resolution within organizations in terms

of interests, rights and power and the possibility of looping back from rights-based

processes to interest-based solutions.) Cathy Costantino and Cristina S Merchant

and Karl A. Slaikeu and Ralph H. Hasson extensively explored issues of designing

conflict management systems.

The concept of an integrated conflict management system was conceived and

developed by Mary Rowe, in numerous articles in the 1980s and 1990s. She saw

the need to offer options for complainants and therefore a linked system of choices

within an organizational system.

The idea of a systems approach has endured well. In recent years however, there

has been discussion as to whether conflict should be "managed" by the

8
organization or whether the goal is to understand, deal with and learn from

conflict. There is also concern about practical and theoretical issues in

"integrating" a system, with some observer preferring the idea of "coordinating" a

conflict system. However, 2012 research by David Lipsky et al., suggests that an

increasing number of corporations see themselves as having "integrated conflict

management systems," or "ICMS."

There is also a major need to collect, review and understand the nature of conflict

management and complaint systems around the world. Studies and citations are

needed about how complaint systems work for women as well as men. Research is

needed as to how systems work for many different national groups, for people of

different socio-economic classes, and different ages, and different religions, and

especially for contract workers and immigrant workers, in every country. Studies

(and citations) are needed about complaint systems in health care, in faith-based

organizations, in schools, in political organizations, in the military and in many

specialized occupations. Studies are needed about important specialized issues like

free speech.

9
 2.3 Developing of customer care complaint management system

Consumers need to know where and how to file complaints or make inquiries.

i. Select a place to receive complaints that is visible and accessible to

consumers.

ii. Publicize the complaint system to encourage consumers to voice their

dissatisfaction and to make the good intentions of the company apparent.

Develop a System for Record-keeping

Prepare forms for recording, categorizing and filing complaint records.

Design the system to perform functions such as the following:

i. communicating complaint data to top management;

ii. permitting swift identification and response when complaints need to

be reported to other departments or companies in the distribution

network, or to law enforcement or regulatory agencies;

iii. providing market research through complaint trends; and

iv. enabling management to monitor the efficiency and effectiveness of

the complaint management system.

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 Process and Record Complaints

i. Log in the complaint and any relevant data.

ii. Categorize it for resolution and record-keeping. Categories must be

clearly defined and exclusive of one another.

iii. Assign the complaint to one person for handling.

iv. Forward the complaint to another level of authority, if appropriate.

Acknowledge Complaint

Consumers do not register complaints with only a casual interest in

their disposition. Complaining involves some inconvenience and,

possibly, expense. Loyal customers with strong feelings are often

involved.

i. Personalize the response.

ii. Talk to the customer, if possible, by phone or email directly.

iii. Take extra time, if needed, to help consumers with special needs, such

as language barriers.

Investigate and Analyze the Complaint

i. Be fair.

ii. Get both sides of the story.

findings.

Resolve the Problem in a Manner Consistent with

School Policy

i. Forward the complaint to the appropriate level of authority for

resolution.

ii. Keep the consumer informed through progress reports.

iii. Notify the consumer promptly of a proposed settlement.

Follow-Up

i. Find out if the consumer is satisfied with the resolution. Was

it carried out?

ii. Refer the complaint to a third-party dispute-resolution

mechanism, if necessary.

iii. Cooperate with the third-party.

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 Prepare and File a Report on the Disposition of the Complaint,

and Periodically Analyze and Summarize Complaints

i. Circulate complaint statistics and action proposals to

appropriate departments.

ii. Develop an action plan for complaint prevention.

iii. Make sure the consumer viewpoint is given appropriate

consideration in company decision making.

2.4 Conceptual issue

It is important to understand that customers who take the time to complain and

give feedback to companies about their products, services or experiences are

providing them with an extremely valuable service. Although complaints can shine

an unflattering light on a business, they help detect flaws and improve the quality

of products and services. Just as importantly, they offer an excellent opportunity

for businesses to show customers how valued they are, to impress them with an

outstanding solution process, and to strengthen their loyalty.

The idea of providing good customer service and having a robust complaint

handling process is easy to embrace but can be tricky to implement. Most

companies already have a few practices in place to handle complaints, however

few run smoothly due to some common issues

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Statement of problem

Design of complaint management system is a web base application that will solve

the problem facing student in the School environment. The basic problems facing

complaint monitoring are:

I. Lack of fitting security and upkeep of the complaint record in the system that

make avenue for disappointment and control of information.

ii. Lack of legitimate precise, concise data about the student implicit rules and

character.

iii. 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,

This is a circumstance where there is no avenue made for survey of the complaint.

This obstructs satisfactory upkeep of the system.

iv. There is no system or database set up to screen transfer of complaint submitted

on paper or as verbal representation

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2.5 Inflexible, Outdated Systems

i. The majority of businesses still operate with fragmented IT systems. To

process a customer request or a complaint, agents have to access multiple

systems that are not connected by a single end-to-end process.

ii. One part of the complaint process may be handled by a customer care

representative while another is handled by an investigator who may not have all

details of the case. Working with a desktop cluttered with open applications

greatly slows down case resolution and leads to inconsistent customer service

across various communication channels.

iii. Growth in social media interactions and Web collaboration has added to the

company communication channel mix, making it more complex. However,

most businesses are not ready to provide high quality customer support through

each information outlet.

iv. With changing consumer demands, the number and complexity of products

has increased. Existing systems do not offer the flexibility and power required

to stay ahead in a highly competitive environment.

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 2.6 Fragmented and Insufficient Information

 In the global economy, our customers, partners, and colleagues are

geographically distributed, while the need for collaboration remains. The

lack of common integrated systems creates information flow barriers and

makes complaint investigations difficult.

 With disjointed applications and the lack of a defined case process, there is

no real-time view into complaint resolution. This usually means that agents

and managers only find out about service failures long after they happen.

 Poorly designed systems can cause long lag times for complaint data

assembly, and analysis causing case information to lose its relevance and use

in identifying issues affecting customers.

 Lack of integration with the ERP system and absence of automated

information routing from one stage to the next requires manual data entry

and means that employees have to spend excessive amount of time keeping

the system up to date.

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 2.7 Lack of Analytics

 Fragmented data makes it a challenge to perform real-time meaningful

analytics and monitor processes, meaning businesses do not have the

capability to avert service failures.

 Firms are assessing the cause of individual complaints, but without robust

analytic tools, system-wide root causes cannot be determined or fixed.

 Existing applications may only provide basic reports that are insufficient for

conducting trending analysis and driving preventive measures.

 Companies conduct client surveys, but do not effectively employ the

information that they receive to improve customer service or complaint

handling.

2.8 Inconsistent Complaint Handling

I. Adding new communication channels may lead to inconsistent customer

service across various client interactions, especially when existing channels

are already fragmented. Many companies are also experiencing difficulties

in integrating social tools and SMS interactions.

II. The lack of interaction from complaint handling departments to management

or other parts of the business makes learning from customers nearly

impossible.

17
III. Poorly staffed call centers, usually due to budget cuts, make it difficult and

frustrating for customers to register a complaint.

IV. The lack of clearly published complaint processes and procedures leads to

inconsistent decision making, reflecting too much subjectivity by case

handlers.

2.9 Changing Business Environment

I. Continuous changes in political, economic, and social factors require

organizations to adapt rapidly. Without a strong complaint management

solution, companies have difficulty implementing changes quickly in order

to stay competitive.

II. While technological advances may enable cost reductions and process

automation, integrating these is challenging with outdated or unsupported

systems.

III. Failure to provide timely reports or follow compliance standards leads to

missed market opportunities or hefty fines from regulatory agencies.

IV. Meeting consumer demands, effectively analyzing data, and scaling

operations up or down is an increasing challenge with legacy systems.

Preferred solutions to the issues listed above

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In order to overcome these common issues and begin managing complaints for

success of the business, organizations can employ a discipline called dynamic

case management (DCM). DCM brings together information, processes and

people utilizing a mixed set of controls that are human and system driven. The

following elements in a dynamic complaint management system are already

helping companies resolve common issues in complaint handling:

Process Management: It's impossible to predict every type of complaint

situation or to program a system for all future scenarios. A DCM system will be

able to manage unstructured processes and unexpected changes. The system

will also adapt to the context of each customer and support process change for

each role, at any time.

Compliance, Analytics, and Statistics: The complaint management system

should track case processing history, allow real-time process visibility and

provide powerful statistical tools and analytics. Managers should be able to

review, on-demand, how and by whom a case was handled. Additionally,

managers can use statistical data to continuously improve the process.

Integration: The entire complaint case management process should be handled

within one system for ease-of-use. Well-integrated systems are imperative for

19
making the agent's job easier by providing a unified interface with multiple

communication channels.

Multi-Channel Support: Today, customers expect almost real-time complaint

resolution and want to be able to communicate with organizations through a

wide variety of channels (email, phone, SMS, mail, Web, social media). Multi-

channel integration will allow agents to provide consistent high quality service

through the channel that the customer most prefers.

Task Processing: Task management, when executed well, enables effective

distribution of tasks to the most appropriate users based on their skill set,

availability, and other manager-determined attributes. Coordinated task

management adds to efficient case processing, which should also incorporate

collaboration and last minute change capabilities.

Knowledge Management: Integrating the organization's knowledge

throughout the complaint resolution process will allow the system to adapt and

offer the needed information at the right time to make agents more effective.

Utilizing multiple sources, the system should provide contextual information

according to situational changes.

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Complete Customer View: A 360-degree view of each customer, including

past interactions, in a single user interface, will provide agents with critical

information to quickly and efficiently resolve complaints. Additionally,

knowing the customer and the problem is essential for providing outstanding

customer service.

Utilizing best practices and built for continuous change, DCM solutions

combine core business process management and enterprise content management

with predictive analytics, business rules, and social collaboration to improve

complaint case outcomes while optimizing productivity and managing risk.

DCM is a rapidly growing category with solutions that have made a huge

difference in the cost structure and feasibility of addressing customer

complaints head on. Many organizations in a range of industries have already

benefited from and continue to successfully employ DCM solutions today. At

the same time, even more businesses predict their switch to more agile and cost-

efficient systems in the near future.

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 3.0 CHAPTER THREE

3.1 Design Methodology

Research Approach

A research methodology is a systematic programming approach of well-

defined procedure that should be followed in carrying out a thorough research

project or defined as the analysis of the principles of methods, rules and postulates

employed by a discipline. An adequately suitable methodology would ensure a

very detailed research work and ensure that a higher degree of accuracy and

efficiency is adopted. The research methodology used helps to ensure that a

thorough study of the present system is effectively carried out, thus helping the

project research team to completely understand the modus operandi of the present

existing system so as to know how the new system should be structured and the

functionalities needed in it to address the seemingly, existing problems discovered.

This helps to know if there should b e a total over hailing of the existing system or

if only improvements should be made. Hence, after duly considering the above

reasons, out of the whole software engineering standard for transforming ideas into

22
an inference Engine which includes prototyping, experts system methodology and

usability Engineering methodology, this work will exploit the step of structured

system analysis and design methodology (SSDM). SSDM is a methodology used

in the analysis of design stages of system development.

The step includes:

a) Problem identification \

b) System design

c) System implementation and maintenance.

Existing System Study

The study phase studies the problem, identifies alternate Solutions evaluate

those solutions and finally recommends the best solution.

The system study gives an idea of the user requirements. A detailed system

study is an essential for developing an efficient system. The techniques used are:

i. Observation

ii. Interview

iii. Discussion

23
Observation

Observation of the function of the existing system gives the idea for the

design of the new system. This will figure of the pitfalls of the current system. It is

helpful to understand and study the entire current system. By observation we can

point out the changes needed to the existing system. It also validates the data

gathered by other means. It also gives a better understanding of the workloads and

pressures faced.

Interview

The main objective of the interview is to gather information regarding the

system from the concerned authorities or employees to find the system

requirements and thereby improving the existing system. Interviewing the

managerial staff and users can make a thorough understanding of the system and

this will be useful to improve the efficiency of the existing system.

Discussion

The main objective of the discussion is to transfer the ideas between the

department and the system developer. Through discussions, the problem faced by

the user during data entry, tweet, report generation can be understood.

24
3.2 Overview Of Design Methodology

The application software has one major user interface but it is divided into

two modules which are:

i. The Login module

ii. Registration module

iii. Electronic database system to support the back-end operation.

Login Module

The Login module which is the platform in which the user is authorized to

use to system, it has the ability to deny intruder permission to use the system if not

registered before.

Registration Module

The second module which is where the individual can register in other to

have permission to the system.

3.3 Flow Chart

The flowchart which is the diagrammatical representation of the steps involved in

the Crime Detection on Social Media is shown below.

25
 START

Login Register

Authenticate
Authenticate
User
Data

No
Eligible No
USer Display Error Eligible
Message USer Display Error
Message

Administrator Customer

26
 4.0 CHAPTER FOUR

4.1 System Implementation

Introduction

The system implementation phase is the second to the last phase of the

system development processes followed by testing and documentation. System

implementation involves the conversion of the system requirement into an

executable system. It always involves the process of system design and

programming but, if an evolutionary approach to development is used, System

implementation may involve refinement of the system specification. It also

involves the physical display of how the system works and runs. It covers areas

such as the phases programming, system specification, system installation and post

implementation evaluation. System implementation is usually accompanied by

various decisions that are needed to be made. Some of these decisions are:

i. The minimum system requirement of the application (software).

ii. The choice of programming languages to use.

iii. The choice of database management system.

iv. This chapter entails the program modules, showing what they carry out, the

sample run of the system and how the system can be deployed.

27
4.2 The System Requirement

The system requirements are the descriptions of services provided by the

system and its operational constraints. The system requirements for this application

are divided into two as follows:

i. Hardware requirements.

ii. Software requirements.

4.2.1 Hardware Requirements.

The following are the minimum hardware requirement for the EC to work.

For the server:

i. Minimum of 1GB of RAM.

ii. Minimum of 50GB of Hard Disk.

iii. V.G.A colored screen monitor.

iv. A keyboard.

v. A mouse

vi. An uninterrupted power supply.

For the client:

i. Minimum of 128MB of RAM.

ii. Minimum of 5GB of Hard Disk.

28
iii. V.G.A colored screen monitor.

iv. A keyboard.

v. A mouse

vi. An uninterrupted power supply.

vii. Wireless device or Network cards.

4.2 Software Requirements.

The following are the minimum software requirements for the system to work.

For The Server:

Windows operating system

Apache server

Web browser with java script and cookies enabled, preferably Google Chrome

because the system was tested on it.

For The Clients:

i. Operating system e.g. Microsoft windows, Unix, Linux etc.

ii. Web browser. e.g. Internet explorer, Mozilla Firefox etc.

4.3 The Choice Of Programming Languages.

The system was implemented using the following tools:

i. PHP

29
 ii. JAVA Scripts

iii. CSS

iv. XHTML

v. MySQL

vi. Apache

vii. Ajax

4.3.1 PHP

A programming language developed by international man of mystery,

RasmusLerdof in1994.PHP is the Web development language written by and for

Web developers, it is a tool that lets you create dynamic web pages. PHP stands for

PHP: Hypertext Preprocessor. PHP- enabled web pages are treated just like

regular HTML pages and you can create and edit them the same way you normally

create regular HTML pages. It runs 5 to 20 times faster than Java. The product was

originally named Personal Home Page Tools, and many people still think that’s

what the acronym stands for. But as it expanded in scope, a new and more

appropriate (albeit GNU-ishly recursive) name was selected by community vote.

PHP is currently in its fifth major rewrite, called PHP5 or just plain PHP. PHP is a

server-side scripting language, which can be embedded in HTML or used as a

standalone binary (although the former use is much more common). PHP is an

30
official module of Apache HTTP Server, the market leading free Web server that

runs about 67 percent of the World Wide Web (according to the widely quoted Net

Craft Web server survey). This means that the PHP scripting engine can be built

into the Web server itself, leading to faster processing, more efficient memory

allocation, and greatly simplified maintenance. Like Apache Server, PHP is fully

cross-platform, meaning it runs native on several flavors of Unix, as well as on

Windows and now on Mac OS X. All projects under the aegis of the Apache

Software Foundation including PHP are open source software. It is easy to use,

cost nothing, its HTML embedded, cross platform compatibility, its stability, speed

and many more features. It’s due to all these qualities and capabilities its possesses

that made me to use it in the development of this Electronic Commerce

Application System.

4.3.2 MSQL

MySQL (pronounced My Ess Q El) is an open source, SQL Relational

Database Management System (RDBMS) that is free for many uses. Its acceptance

was aided in part by the wide variety of other technologies such as PHP, Java, Perl,

Python, and the like that have encouraged its use through stable, well-documented

modules and extensions. The MySQL server controls access to your data to ensure

that multiple users can work concurrently, to provide fast access to it, and ensure

31
that only authorized can obtain access. Hence MySQL is a multi-user, multi-

threaded server. It uses SQL (Structure Query Language). Historically, MSQL can

be traced as far back 1979 but it was developed by Monty Widenius. MSQL is

easy to use, easy to comprehend, mostly all the features that PHP has can be

likened to that of MSQL.

4.3.3 APACHE

Apache is a web server which is commonly used with PHP and MSQL, it

very important because it serves as the server where the application runs. Apache

is an open-source HTTP Web server software. (Source code is freely available and

can be shared.) It is currently the most popular webserver on the NET. It is usually

run Unix operating system version like Linux or BSD, but it can also be run on

Windows. It is a full-featured server with many powerful add-ons freely available.

Apache operates on your Web server. Its major work is parse any file requested by

a browser and display the correct results to according to the codes within the files.

Apache is to a certain extent powerful and executes or achieves virtually any

task that a Webmaster may require.

32
4.3.4 XHTML

XHTML is a standard language for creating web pages. Its provides tags that

makes documents look attractive using graphics, fonts and colors to enhance

presentation. The basic building block of an XHTML is text which are created

using Text Editor. The available text editors include Notepad or WordPad for

Window based systems, while for Mac users, SimpleText is the XHTML editor.

UNIX users can use VI or Emacs.

4.3.5 CSS

CSS can add style to your pages, enhancing and improving the presentation

of your content. The structure is supplied by XHTML each element designates a

different portion of content, and attributes pass along more information about those

elements. According to David Schulthz and Craig Cook, 2007; CSS acts as another

layer to influence the presentation of those XHTML elements when they’re

rendered. Colors, fonts, text sizes, backgrounds, and the arrangement of elements

on the page are all presentational aspects of your content, and all can be controlled

through artful application of CSS.

33
4.3.6 AJAX

Ajax is a set of programming techniques or a particular approach to web

programming. These programming techniques involve being able to seamlessly

update a web page or a section of a web application with input from the server, but

without the need for an immediate page refresh. Chris Ulman, 2007 sites that Ajax

is Responsive, Efficient, Simple and Rich.

4.4 implementation screen shoot

Figure 2: User Login Interface

34
Figure 3: Registration Interface

Figure 4: Profile details Interface

35
Figure 5: Administrator Login Interface

Figure 6: Customer complain Interface

36
Figure 7: Customer complain Interface

4.5 System Documentation

A good system has to be well documented right from the beginning of the

design, this is an important activity that has to be put into consideration in all steps

of developing a working program. It provides the continuity in the maintenance (up

keep (of operation program when the original program leaves. Documentation is

divided into 2 parts namely:

Internal Documentation

External Documentation

37
4.5.1 Internal Documentation

Internal documentation is for the programmer to make amendment to the

system in the future. It can also be defining as the insertion of comment in the

source program.

Various comment is embedded in the program; this comment is preceded by two

backward slash which explain what the precise line does. In this project internal

documentation is used.

4.5.2 External Documentation

This comprises of all paper work which explain what the program does and

how the program works. It allows someone who is unfamiliar with the program to

make use of it. (I.e. it provides an explanation to the program function and

operation) such as:

What the system does.

How to use the developed system?

38
4.6 System Maintenance

In the system maintenance it is common or easy to recognize that aspect of

the system that might go wrong and that change will be required due to some

internal and external factor. The older the system become the more maintenance is

needed. Maintenance contains any changes or modification of any type required by

the system. For the purpose of this project the following maintenance are involved.

4.6.1 Types Of System Maintenance

i. Preventive maintenance: This implies modifying the system or enhancing

the performance to respond to the users changing needs, like creating cross -

platform compatibility.

ii. Corrective maintenance: This refers to the repairing process of performance

failure due to previous un _ corrective problem or false assumption.

iii. Adaptive maintenance: This refers to the changing of hardware component

and program functions to meet up with change in the environment like being

able to upgrade bidding price.

39
 5.0 CHAPTER FIVE

5.1 Conclusion

Application software has been computed successfully and was also tested

successfully by taking “test cases”. It is user friendly, and has required option,

which can be utilized by the user to perform the desired operations.

Application software meets the information requirements specified to a great

extent. The system has been designed keeping in view the present and future

requirements in mind and made very flexible.

The goals that are achieved by the software are Instant access, improved

productivity, Optimum utilization of resources, Efficient management of records,

Simplifications of the operations, less processing time and getting required

information, User friendly, Portable and flexible for further enhancement.

40
 5.2 Reference

[1] Osman Nasr and Enayat Alkhider, Online Complaint Management System.

Vol.2 issue 6 June 2015.

[2] H. Kim, P. Howland, And H. Park, “Dimension Reduction in Text

classification with Support Vector Machines,” J. Machine Learning Research, Vol.

6, Pp. 37-53, 2005.

[3] E.F. Combarro, E. Montan˜ E´S, I. Dı´Az, J. Ranilla, And R. Mones,

“Introducing A Family of Linear Measures for Feature Selection in Text

Categorization,” Ieee Trans. Knowledge And

Data Eng., Vol. 17, No. 9, Pp. 1223-1232, Sept. 2005

[4] F. Sebastiani, “Machine Learning in Automated Text Categorization,” Acm

Computing Surveys,

Vol. 34, No. 1, Pp. 1-47, 2002

41
 APPENDIX

<?php

include('../DBconnect/db.php');

if (isset($_POST['login'])) {

$username = $_POST['user'];

$password = $_POST['pass'];

$query = mysql_query("SELECT * FROM admin WHERE user='$username' AND

if (mysql_num_rows($query) >0 ) {

while($row = mysql_fetch_assoc($query)) {

header("location: home.php");

} else {

echo "No Results Found";

header("location: index.php");

} PUT YOUR SOURCE HERE!!!....

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