CUSTOMER CARE AND COMPLAINT REGISTRATION MANAGEMENT SYSTEM PROJECT REPORT
CUSTOMER CARE MANAGEMENT SYSTEM PROJECT
CUSTOMER CARE MANAGEMENT SYSTEM PROJECT REPORT
CUSTOMER CARE MANAGEMENT SYSTEM PROJECT WITH ASP.NET SOURCE CODE
1.PREFACE
1.3.2. NEED FOR SYSTEM
1.3.3.3 Working Environment:
2.1 System Analysis Introduction
2.2.1 Statement of user needs:
2.3.1 System
feasibility
2.3.2 Operational Feasibility -
2.3.4 System Security -
METHODOLOGY ADOPTED
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.
The project tries to
accomplish all the following features:
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.
Index
S.No.
Name of the topic Page
no.
1. Introduction
1.1 Objectives and scope of the project 7
1.2 Theoretical Background 9
1.3 Definition of the problem 10
2. System
Analysis (Hardware & Software Requirement)
2.1 System Analysis Introduction 16
2.2 Software Requirement Specification 18
2.3
Feasibility Study 19
2.4 Choice Of Platform 24
3. Methodology
Adopted (System Design)
3.1 Methodology Adopted 28
3.2 Architectural Design 31
3.3 Process Design 41
4. System
Implementation
4.1 Implementation 47
4.2 Implementation Tools 48
4.3 Testing 52
4.4 Maintenance 53
5.
Result And Discussions
6.1
Conclusion 54
6.2
Future Scope 56
7.
Annexure
7.1 Screen
Shots and Coding 57
8. Bibliography
7.1
Books 72
7.2 URLs 73
1.3 Definition Of The Problem
To define the problem we have to study the existing
system ,the problems in the existing system and the needs of the system. After
this we will explain the proposed
system. Following Points Are defined for the definition of problem:
1. Existing System
2. Needs of the
system
3. Proposed
system
1.3.1. EXISTING SYSTEM - CUSTOMER CARE AND COMPLAINT REGISTRATION MANAGEMENT SYSTEM
This software has been developed for a
cellular company Concerning all the
details given by company. By this software anyone can handle customer complaint
details without any difficulty. To maintain customer complaint details and to
generate the complaint report to the clients they have to maintain the
following information in various files:
In the first file they
record the client’s personnel information, such as client code, client name,
address, etc. this details are entered in this file when the new client comes
into the organization.
The second file is used to
record the product details of each individual product, this file, this file
contain the detail like the product code and all other details concerning about
products.
The third file records the
complaints of the customers, which we received from the customers. Each
complaint is assigned a separate a CCR No. I.e. Customer Complaint Number. This
file records the detailed description of the complaint. Against each CCR No.
1.3.2. NEED FOR SYSTEM
The package that I designed
can handle the Complaints details without any difficulty & with a little
bit of effort. As the work is one manually before, so it will be very time consuming
& required a large efforts to maintain the files. By computerizing the
system these files can be handled with a small effort & in less time.
The chances of duplicity of
complaints are negligible. The Customer Complaint Report can be generated easily
by getting the information without any problem from all the related files. The
package is designed by using GUI concept there for it is very user friendly
& easy to use.
1.3.3. PROPOSED SYSTEM - CUSTOMER CARE MANAGEMENT SYSTEM
The package that I designed
can handle the Complaints details without any difficulty & with a little
bit of effort. As the work is one manually before, so it will be very time
consuming & required a large efforts to maintain the files. By
computerizing the system these files can be handled with a small effort &
in less time. The chances of duplicity of complaints are negligible. The
Customer Complaint Report can be generated easily by getting the information
without any problem from all the related files. The package is designed by
using GUI concept there for it is very user friendly & easy to use.
Planning
information systems has become increasingly important because information is a
vital resource & company asset, more & more funds are committed to
information system & system development is a serious business for computers
that incorporate databases & networking. The initial investigation has the
objectives of determining the validity of the user request for a candidate
system & whether a feasibility study should be conducted. The objective of
the problem posed by the user must be understood within the framework of the
organizations MIS plan.
Fact- finding is the first
step in the initial investigation. It includes a review of written documents,
on site observation, interviews & the questionnaires. The next step is fact
analysis, which evaluates the element, related to the input & the output of
the given system. Data flow diagrams & other charts are prepared during
this stage .The outcome of initial investigation is to determine whether an
alternative system is feasible. The proposal details the findings of the
investigation. Approval of the document initiates a feasibility study, which
leads to the selection of the best candidate system.
1.3.3.1 Benefits Of The Proposed System - CUSTOMER CARE MANAGEMENT SYSTEM
The benefits of the proposed
system must also be evaluated. Benefits may be categorized as tangible or
intangible.
Tangible benefits that are
measured in money terms consist of the saving of
·
Time.
·
Certain operating costs.
Intangible benefits are more
difficult to estimate and justify. They are often impossible to give a money
value to.
These may
include –
- Satisfaction of the customers
- Efficiency in handling complaints
INTRODUCTION
1.1 Objectives and scope of the Project - - COMPLAINT REGISTRATION MANAGEMENT SYSTEM
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.
1.2 Theoretical Background - CUSTOMER CARE MANAGEMENT SYSTEM
A good complaints management
system is one of the crucial requirements for successful businesses when
managing customers’ needs and protecting their brand. Through the
implementation, assessment, certification and training of a complaints
management system we can help you to make big leaps in delivering customer
satisfaction.“A
complaint is an expression of dissatisfaction made to an organization, related
to its products, or the complaints handling process itself, where a response or
resolution is explicitly implicitly expected." Definition from
ISO 10002:2004
It costs an organization at least four times as much to recruit a new
customer as to maintain an existing one. Organizations that regularly lose
customers struggle to repair their damagedreputations.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
In today’s competitive environment, product and service innovations are re-defining accepted levels of performance. A good Complaints Management System is one of the crucial requirements for successful businesses when managing customers’ needs and protecting their brand.
Effective
complaint management is fundamental to the provision of quality service. Complaints systems provide a mechanism for
obtaining feedback from customers, resolving disputes and reforming policies
and procedures.
Complaints management is a vital component of every
decision-making framework and is especially relevant to agencies that have
service-oriented roles in the public sector. With increasing expectations from
the public, agencies need to respond to complaints in an effective and timely
way.
1.3.3.2 Methodology Adopted - CUSTOMER CARE MANAGEMENT SYSTEM
Prototyping
Model has been used for software development according to which a throwaway
prototype of the proposed system, based on the currently known requirements, is
given to the user so that he has a fair idea about how the proposed system is
going to be like. This will help him in deciding the interface, input and
output requirements.
It can be
easily adjudged that inputs and outputs are big in number, can increase exponentially
and may create a big chaos if not restricted properly. As the user spends some
time on the prototype, he will become more precise about his own inpu output
Requirements. This prototype will provide him with an environment analogous to
the proposed system’s environment.
Due to object oriented support in
.NET, various concepts (like reusability, polymorphism, isolation etc.) are
already there but for the efficient management of system components, Component
based Software Engineering will also be exercised which will help in a
resultant library of components, the benefit of which will be reusability and
fast development.
Due to lack of
hierarchical structure in object oriented approach, there is no meaning of
Bottom-up or Top-down testing. Testing will begin from the rudimentary levels
of the system and will move towards higher level components, which will be
based on design phase rather than coding phase Words.
1.3.3.3 Working Environment:
1.3.3.3.1 Understanding .Net Frame Work
The .Net
framework can be defined as a language neutral platform designed to provide a
number of rich and powerful application development tools and technologies. It has an extensive class library
that provides wide-ranging support for data access..Net
framework has an independent code execution and management environment called the Common Language Runtime (CLR)
which ensures that code is safe to run, and provides an abstract layer on top
of the operating system, which
allows the elements of the .Net framework to run on many operating systems and devices.
1.3.3.3.2 Microsoft
SQL Server™ 2005
Microsoft SQL
Server 2005 is a full-featured relational database management system (RDBMS)
that offers a variety of administrative tools to ease the burdens of database
development, maintenance and administration. In this article, we'll cover six
of the more frequently used tools: Enterprise Manager, Query Analyzer, SQL Profiler, ervice Manager, Data
Transformation Services and Books Online.
1.3.3.4 Key Tasks Of The Project:
i.
To
prepare database.
ii.
To
prepare stored procedures.
iii.
To
prepare Business Logic Layer.
iv.
To
prepare web pages.
v.
To
handle the control navigation from other pages
vi.
Writing
the Code Behind pages for the web pages.
vii.
Database
Design
viii.
Writing
Stored Procedures.
ix.
Apply
all the check constraints according to the requirements.
x.
Designing
all the classes for Business Logic Layer (BLL).
SYSTEM ANALYSIS - COMPLAINT REGISTRATION MANAGEMENT SYSTEM
2.1 System Analysis Introduction
System
analysis is the process of studying the business processors and procedures,
generally referred to as business systems, to see how they can operate and
whether improvement is needed.This may involve examining data movement and
storage, machines and technology used in the system, programs that control the
machines, people providing inputs, doing the processing and receiving the
outputs.
2.1.1 Investigation Phase
The
investigation phase is also known as the fact-finding stage or the analysis of
the current system. This is a detailed study conducted with the purpose of
wanting to fully understand the existing system and to identify the basic
information requirements. Various techniques may be used in fact-finding and
all fact obtained must be recorded. A thorough investigation was done in
every effected aspect when determining whether the purposed system is feasible
enough to be implemented.
2.1.1.1 Investigation - CUSTOMER CARE MANAGEMENT SYSTEM
As it was
essential for us to find out more about the present system, we used the
following methods to gather the information: -
1. Observation: - Necessary to see the way
the system works first hand.
2. Document sampling: - These are all the
documents that are used in the system.
They are necessary to check all the data that enters and leaves the
system.
3. Questionnaires: - These were conducted to get views of the other
employees who are currently employed in the system.
2.1.2 Analysis Of The Investigation
Strengths of the System
1. No complex equipment: - The
equipment that is used is very simple and no special skills have to be mastered
to be able to operate the system. Therefore no training is required for the
employees.
2. Low cost: - There is little money
spent in maintaining the present system other than buying the necessary office
equipment and the ledgers.
2.1.3 Constraints And Limitations
The
constraints and limitation within a system are the drawbacks that occur during
the implementation of the system. These limitations and constraints can crop up
in almost every system; the most important fact is to find a way to overcome
these problems.
Software
design is the first of three technical activities – design, code generation,
and test that are required to build and verify the software. Each activity
transforms information in manner
that
ultimately results in validated computer software.
The design
task produces a data design, an architectural design, an interface design and
component design. The design of an information system produces the details that
clearly describe how a system will meet the requirements identified during
system analysis. The system design process is not a step by step adherence of
clear procedures and guidelines. When I started working on system design, I
face different types of problems; many of these are due to constraints imposed
by the user or limitations of hardware and software available. Some times it
was quite difficult to enumerate that complexity of the problems and solutions
thereof since the variety of likely problems is so great and no solutions are
exactly similar however the following consideration I kept in mind during
design phased.
2.2 Software Requirement Specification - CUSTOMER CARE MANAGEMENT SYSTEM
The software
requirement specification is produced at the culmination of the analysis task.
The function and performance allocated to software as part of system
engineering are refined by establishing a complete information description, a
detailed functional description, a representation of system behavior, an
indication of performance requirement and design constraints appropriate
validation criteria, and other information pertinent to requirement.
The
introduction to software requirements specification states the goals and
objectives of the software, describing it in the context of the computer based
system. The Information Description provides a detailed description of the
problem that the software must solve. Information content, flow and structure
are documented.
A description of each function required to solve the problem is presented
in the Functional Description. Validation Criteria is probably the most
important and ironically the most often neglected section of the software
requirement specification. Software requirement specification can be used for
different purpose.
2.2.1 Statement of user needs:
A main purpose of the product specification
is to define the need of the product’s user. Some times, the specification may
be a part of a contract sign between the producer and the user. It could also
form part of the user manuals. A user‘s needs are sometimes not
clearly understood by the developer. If this is the case, a careful analysis –
involving much interaction with the user should be devoted to reaching a clear
statement of requirements, in order to avoid possible misunderstandings.
Sometimes, at the beginning of a project, even the user has no clear idea of
what exactly the desired product is. Think for instance of user interface , a
user with no previous experience with computer products may not appreciate the
difference between , say menu driven interaction and a command line
interface. Even an exact formation of system functions and performance may be
missing an initial description produced by an experienced user.
2.3 Feasibility Study - COMPLAINT REGISTRATION MANAGEMENT SYSTEM
2.3.1 System
feasibility
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.
Types
There are various measures of
feasibility that helps to decide whether a particular project is feasible
or not. These measures include
–
1.
Operational Feasibility
2.
Technical Feasibility
3.
Economical Feasibility
Each
of these types will be explained in detail throughout the project report
2.3.2 Operational Feasibility -
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.
In this phase of
the feasibility study the following two main topics
1.
Technical Performance Aspect and
2.
Acceptance within the organization
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
Whether the system provides right information to the right place?
Whether the system provides right information to the right place?
In the current
system which is the semi computerized system the information may be lost in the
process of sending from one place to another. This is mainly due to human
interaction in the process of the transferring information from one place to
another.
Whether the new system affects the current
users in the system?
The new proposed system will
affect the users in the following areas
·
Accuracy
·
Efficiency
·
Productivity
·
Robustness
·
Lesser time consuming
2.3.3 Technical Feasibility - CUSTOMER CARE MANAGEMENT SYSTEM
Based on the
outline design of the system requirements in terms f inputs, output,
Procedures, the technical issues raised during technical feasibility
include:
1. Does the necessary technology exist to do what is proposed?
2. Does the proposed equipment have the technical capacity to hold
the data required to use in the new system?
3. Adequate responses provided by the proposed system?
4. Is the system flexible enough to facilitate expansion?
5. Is there any technical guarantee of accuracy, reliability, ease
of access and data security?
The system
developer’s task is to view needed capabilities in light of currently available
technology. Our site works hand in hand with high technology. A database has to
be maintained in order to update and backup data whenever required. To create
databases we use SQL server. After taking the above facts into
consideration we can state that the new proposed system is technically
feasible.
2.3.4 Economical Feasibility
In making
recommendations a study of the economics of the proposed system should be made.
Even though finding out the costs of the proposed project is difficult we assume
and estimate the costs and benefits as follows. According to the computerized
system we propose, the costs can be broken down in two categories.
1
Costs associated with the development of the system.
2 Costs associated
with operating the system.
2.3.4 System Security -
System security is a vital
aspect when it comes to developing a system. The system should ensure the
facility Of preventing unauthorized
personnel from accessing the information and the data within the system. The
system should provide total protection for each user’s information so that the integrity of
data is sustained and also prevent hackers from hacking the system.
The proposed system ensures
the security and the integrity of data. This is done by providing a password
login system for each authorized users. And for example the System
Administrator has access to all kinds of information.
By providing
this facility information is properly managed and information is protected. For
example the system administrator’s day to day tasks are lessened and easier
because he doesn’t have to have a constant eye on the system and worry about
hackers hacking the system.
Microsoft
SQL Server™ 2005
Microsoft SQL
Server 2005 is a full-featured relational database management system (RDBMS)
that offers a variety of administrative tools to ease the burdens of database
development, maintenance and administration. In this article, we'll cover six
of the more frequently used tools: Enterprise Manager, Query Analyzer, SQL
Profiler, Service Manager, Data Transformation Services and Books Online.
METHODOLOGY ADOPTED
3.1 Methodology Adopted - CUSTOMER CARE MANAGEMENT SYSTEM
Prototyping
Model has been used for software development according to which a throwaway
prototype of the proposed system, based on the currently known requirements, is
given to the user so that he has a fair idea about how the proposed system is
going to be like. This will help him in deciding the interface, input and
output requirements.
It can be
easily adjudged that inputs and outputs are big in number, can increase
exponentially and may create a big chaos if not restricted properly. As the
user spends some time on the prototype, he will become more precise about his
own inpu output Requirements. This prototype will provide him with an
environment analogous to the proposed system’s environment.
Due to object oriented support in
.NET, various concepts (like reusability, polymorphism, isolation etc.) are
already there but for the efficient management of system components, Component
based Software Engineering will also be exercised which will help in a
resultant library of components, the benefit of which will be reusability and
fast development.
Due to lack of
hierarchical structure in object oriented approach, there is no meaning of
Bottom-up or Top-down testing. Testing will begin from the rudimentary levels
of the system and will move towards higher level components, which will be
based on design phase rather than coding phase Words.
3.1.1 Working Environment:
3.1.1.1 Understanding .Net Frame Work
The .Net
framework can be defined as a language neutral platform designed to provide a
number of rich and powerful application development tools and technologies. It has an extensive class library
that provides wide-ranging support for data access..Net
framework has an independent code execution and management environment called the Common Language Runtime (CLR)
which ensures that code is safe to run, and provides an abstract layer on top
of the operating system, which
allows the elements of the .Net framework to run on many operating systems and devices.
3.1.1.1.2 Microsoft SQL Server™ 2005
Microsoft SQL
Server 2005 is a full-featured relational database management system (RDBMS)
that offers a variety of administrative tools to ease the burdens of database
development, maintenance and administration. In this article, we'll cover six
of the more frequently used tools: Enterprise Manager, Query Analyzer, SQL Profiler, ervice Manager, Data
Transformation Services and Books Online.
3.1.1.1.3 Key Tasks Of The
Project:
xi.
To
prepare database.
xii.
To
prepare stored procedures.
xiii.
To
prepare Business Logic Layer.
xiv.
To
prepare web pages.
xv.
To
handle the control navigation from other pages
xvi.
Writing
the Code Behind pages for the web pages.
xvii.
Database
Design
xviii.
Writing
Stored Procedures.
xix.
Apply
all the check constraints according to the requirements.
xx.
Designing
all the classes for Business Logic Layer (BLL).
3.1.1.1.4 Project Organization
This project
is divided into four parts which
correspond to the four layers of the logical architecture of the project. The
users of the project interact with Presentation Layer. The Business Logic
Layer(BLL) provides the internal computation of the requirements. The Data
Access Layer (DAL) is the intermediate layer which communicates with the
DATABASE.
These layers
are as follows:-
3.2.2 BUSINESS LOGIC LAYER:
3.3.1 Data Flow Diagram -
3.2.1 Database Design - COMPLAINT REGISTRATION MANAGEMENT SYSTEM
It
includes:
1. Tables
2. Stored Procedures
1.Tables
- tbcontyp
(Connection Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Contypcod
|
Int
|
4
|
Primary Key
|
Connection
code of Connection Type
|
Contypnam
|
Varchar
|
50
|
Name of Connection type
|
- tbpln (Plan table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Plncod
|
Int
|
4
|
Primary Key
|
Plan Code of Plan
|
Plnnam
|
Varchar
|
50
|
Name of Plan
|
|
Plndsc
|
Varchar
|
200
|
Description Of Plan
|
|
Plntrf
|
Varchar
|
50
|
Plan Tariff
|
|
Plncontypcod
|
int
|
4
|
Foreign key
|
Connection Type Code of Plan
|
- tbaddons (Addon Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Addoncod
|
Int
|
4
|
Primary Key
|
Addon On code of Addon
|
Addonplncod
|
Int
|
4
|
Foreign Key
|
Plan Code of Addon
|
Addonnam
|
Varchar
|
50
|
Name Of Addon
|
|
Addontrf
|
Varchar
|
50
|
Addon Tariff
|
|
addondsc
|
Varchar
|
200
|
Description of Addon
|
4.tbarea (Area
Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Areacod
|
int
|
4
|
Primary Key
|
Area Code Of Area
|
Areanam
|
varchar
|
50
|
Name of Area
|
- tbloc (Location Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
loccod
|
int
|
4
|
Primary key
|
Location Code Of Location
|
locnam
|
varchar
|
50
|
Name of Location
|
|
Locareacod
|
int
|
4
|
Forgein Key
|
Area Code Of Location
|
- tbcmptyp (Complaint Type)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Cmptypcod
|
Int
|
4
|
Primary key
|
Complaint Type Code
|
Cmptypnam
|
Varchar
|
50
|
Name Of Complaint type
|
- tbemp (Employee Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Empcod
|
Int
|
4
|
Primary Key
|
Employee Code of Employee
|
Empadd
|
Varchar
|
200
|
Address of Employee
|
|
Empphn
|
Varchar
|
20
|
Phone Number Of Employee
|
|
Empmob
|
Varchar
|
20
|
Mobile Number Of Employee
|
|
Empeml
|
Varchar
|
50
|
Email Of Employee
|
|
Emppic
|
Varchar
|
50
|
Picture Of Employee
|
|
Empcmptypcod
|
Int
|
4
|
Foreign Key
|
Complaint Type Code Of Employee
|
Emploccod
|
int
|
4
|
Foreign Key
|
Location Code Of Employee
|
- tbnewcon (New Connection Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Newconcod
|
Int
|
4
|
Primary Key
|
Code of new connection
|
Newconnam
|
Varchar
|
50
|
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
|
Varchar
|
50
|
Picture Of New Connection
|
|
Newcondsc
|
Varchar
|
100
|
Description of new connection
|
|
Newconsts
|
Char
|
1
|
Status of New Connection
|
|
newconeml
|
varchar
|
50
|
Email Of New Connection
|
9.tbcst (Customer
Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Cstcod
|
Int
|
4
|
Code Of Customer
|
|
cstnewconcod
|
int
|
4
|
Foreign Key
|
New Connection Code of Customer
|
- tbacc (Account Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Accno
|
Int
|
4
|
Account Number Of Customer
|
|
Acccstcod
|
Int
|
4
|
Foreign Key
|
Customer Cod of Account
|
Accplncod
|
Int
|
4
|
Foreign key
|
Plan Code Of Account
|
Acccrtdat
|
Datetime
|
8
|
Date of Account Create
|
|
accphn
|
varchar
|
50
|
Phone Number Of Account
|
- tbaccdet (Account Detail Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Accdetcod
|
Int
|
4
|
Primary Key
|
Account Detail Code
|
Accdetaccno
|
Int
|
4
|
Foreign Key
|
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
|
- tbcmp (Complaint Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Cmpcod
|
Int
|
4
|
Primary Key
|
Complaint Code
|
Cmpaccno
|
Int
|
4
|
Foreign Key
|
Account Number Of Complaint
|
Cmpdsc
|
varchar
|
50
|
Description Of Complaint
|
|
Cmplvl
|
char
|
1
|
Level of Complaint
|
|
Cmpcmptypcod
|
Int
|
4
|
Foreign Key
|
Complaint Type Code Of Complaint
|
Cmpsts
|
Char
|
1
|
Status Of Complaint
|
|
Cmpdat
|
Datetime
|
8
|
Date of Complaint Register
|
13.tbcmpasg
(Assign Complaint Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Cmpasgcod
|
Int
|
4
|
Primary Key
|
Code Of Complaint Assign
|
Cmpasgcmpcod
|
Int
|
4
|
Foreign Key
|
Complaint Code of Complaint
Assign
|
Cmpasgempcod
|
Int
|
4
|
Foreign Key
|
Emp Code Of Complaint Assign
|
Cmpasgdat
|
Datetime
|
8
|
Date of Complaint Assign
|
- tbcmpatd( Complaint Attended)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Cmpatdcod
|
Int
|
4
|
Complaint Attended Code
|
|
Cmpatddat
|
Datetime
|
8
|
Date of Complaint Attended
|
|
Cmpatdasgcod
|
Int
|
4
|
Foreign Key
|
Complaint Assign Code of
Complaint Attended
|
15.tbusr (User
Table)
Field
|
Data Type
|
Size
|
Key
|
Description
|
Usrcod
|
int
|
4
|
Primary Key
|
User Code of User
|
Usrnam
|
varchar
|
50
|
Name of User
|
|
Usrpwd
|
varchar
|
50
|
Password Of User
|
|
Usrempcstcod
|
int
|
4
|
Foreign Key
|
Employee And Customer code
of user
|
Usrrol
|
char
|
1
|
Role of User
|
Naming
Convention/Symbols For Tables
1.
Each table start
with tb.
2.
Database name
start with db.
3.
Three character
naming convention is followed for ex. Table name consist of tb and three
charcter name which represent the table as tbcat which is used to store the categories.
2. Stored Procedures
There are five kinds of stored procedures for each table. They are:
There are five kinds of stored procedures for each table. They are:
Insert, Update , Delete, Find, Display
1. They are Compiled objects
2. Store in database
3. Execute in database
4. High performance
5. Secure
There are five kinds of stored procedures for each
table.
Naming Convention/Symbols For Store
Procedures
1.)
ins-tablename (for
inserting values in the particular tables)
2.)
upd-table name(for updating
data in the tables)
3.)
del-table name(for deleting
data in the tables)
4.)
fnd-table name(for finding
particular data in the tables)
5.)
dsp-table name(for
displaying tables data onto screen)
3.2.2 BUSINESS LOGIC LAYER:
This layer consist of
dll(dynamic link library) naming ClassLibraryHangout having namespace nshangout
and one class naming clscon for connection with sqlserver database and 18
interfaces naming int-tablename having property declaration for each field in
the respective table, class naming 18 property class naming cls-tablename-prp
which inherit its respective interface
for definition of each property declared in the interface, class naming 18 methods class naming cls-tablename which inherit class clscon for definition of methods like :
save_rec(), update_rec(), delete_rec(), display_rec(), find_rec() etc.
methods.
Dynamic Link Library:
Compiled class
Ø Reusable
Scope:
Ø Multiple
application
Ø No
Graphical user interface
Ø In
process component
Ø Self described
3.2.3 PRESENTATION LAYER:
Presentation
layer consists of web pages which
include:
MASTER PAGES:
1. Master Page
is Common Template that can be implemented on more than one Page. We can make
changes whenever
needed.
2. Master page
extension is. Master
3. It can never
be start up page.
4. We can create
properties, methods, classes in master pages.
5. Multiple
master pages can be there in single application.
CONTENT PAGES:
1. Content pages
are web pages which can be made as startup page.
2. Content page
extension is .aspx
3. Multiple content pages can be
there in single master page
3.3 Process Design
3.3.1 Data Flow Diagram -
In
our DFD, we give names to data flows, processes, and data stores. Although the
names are descriptive of the data, they do not give details. So the following
the DFD, our interest is to build some structured place to keep details of the
contents of data flow, processes, and data store. A data dictionary is a
structured repository of data about data. It is a set of rigorous definition of
all DFD data element and data structure
DFD Symbols
In the DFD,
there are four symbols,
1
A Square
2
An Arrow identifies data
flow- data in motion .It is pipeline through which information flows.
3
A circle or a bubble (or a oval bubble) represents a
process that transforms incoming data flow(s) into outgoing data flow(s)
4
An Open rectangle is a data
store-data at rest, or temporary repository of data.
The DFD was first developed by “Larry Constatine” as a way
of expressing system requirements in a graphical form. A DFD, also referred to
as a bubble chart has a purpose of clarifying system requirements and
identifying major transformations that will become the program in this system
design.
1.
Implementation
of a computer system to replace a manual system.
2.
Implementation
of a new computer system to replace an existing system.
3.
Implementation
of a modified application to replace an existing one, using the same computer.
4.3 Testing Phase -
6.2 Future Scope
SYSTEM IMPLEMENTATION - COMPLAINT REGISTRATION MANAGEMENT SYSTEM
4.1 Implementation
Implementation
is the stage in the project where the theoretical design is turned into the
working system and is giving confidence to the new system for the users i.e.
will work efficiently and effectively. It involves careful planning,
investigation of the current system and its constraints on implementation,
design of method to achieve the change over, an evaluation, of change over
methods. A part from planning major task of preparing the implementation is
education of users. The more complex system is implemented, the more involved
will be the system analysis and design effort required just for implementation.
An implementation coordinating committee based on policies of individual
organization has been appointed. The implementation process begins with
preparing a plan for the implementation for the system. According to this plan,
the activities are to be carried out, discussions may regarding the equipment
has to be acquired to implement the new system
Implementation
is the final and important phase. The most critical stage is in achieving a
successful new system and in giving the users confidence that the new system
will work and be effective. The system can be implemented only after thorough
testing is done and if it found to working according to the specification. This
method also offers the greatest security since the old system can take over if
the errors are found or inability to handle certain types of transaction while
using the new system.
The major
elements of implementation plan are test plan, training plan, equipment
installation plan, and a conversion plan.
There are three types of implementation: CUSTOMER CARE MANAGEMENT SYSTEM
1.
Implementation
of a computer system to replace a manual system.
2.
Implementation
of a new computer system to replace an existing system.
3.
Implementation
of a modified application to replace an existing one, using the same computer.
Successful
implementation may not guarantee improvement in the organization using the new
system, but improper installation will prevent it. It has been observed that
even the best system cannot show good result if the analysts managing the
implementation do not attend to every important detail. This is an area where
the systems analysts need to work with utmost care.
4.2.Implementation Tools:
1.
Training personnel
2.
Conversion Procedures
3.
Post-implementation review
4.2.1.Training of Personnel involved with system
4.2.1.Training of Personnel involved with system
Even well designed
system can succeed or fail because of the way they are operated and used.
Therefore, the quality of training received by the personal involved with the
system in various capacities helps or hinders and may even prevent the
successful implementation of management information system.
System Operators Training - CUSTOMER CARE MANAGEMENT SYSTEM
Running of the
system successfully depend on the personnel working in the Computer Centre.
They are Responsible for providing the necessary support. Their training must
ensure that they are able to handle all possible operations, both routine and
extra-ordinary in nature.
If the system calls
for the installation of new equipment, such as new computer system, special
terminals or different data entry machines, the operators training should
include such fundamentals as how to turn the equipment on and use it, how to
power off and a knowledge of what constitutes normal operations. The operators
should also be trained on different type of malfunctioning, how to recognize
them and what steps should also be taken whenever they arise.
User Training
User
may be trained on use equipment, particularly in the case where, e.g. a micro
computer is in use and individual involved is both operator and user. In such
cases, user must be given training on how to operate and user. In such cases,
user must be given training on how to operator the system also. Questions that
may be trivial to the analyst, such as how to turn on a terminal, how to insert
a diskette into a micro-computer or when it is safe to turn off equipment with
out danger of data loss are significant problems to new users who are not
familiar.
Inmost of the
cases user training deals with the operation of the system itself, with proper
attention given to data handling techniques. It is imperative that users be
properly trained in methods of entering transaction, editing data, formulating
inquiries, deleting and inserting of records. No training is complete without
familiarizing users with simple systems maintenance activities. Weakness in any
aspect of training may lead of awkward situation that creates user frustration
and error.
4.2.2 Conversion Methods - CUSTOMER CARE MANAGEMENT SYSTEM
A conversion is
the process of changing from the old system to the new one. It must be properly
planned and executed. Four methods are common in use. They are Parallel
Systems, Direct Conversion, Pilot System and Phase In method. Each method
should be considered in the light of the opportunities that it offers and
problems that it may create. In general, system conversion should be
accomplished in shortest possible time. Long conversion periods create problems
for all persons involved including both analysts and users.
Parallel Systems:
The most secure
method of converting from an old to new system is to run both systems in
parallel. This method is safest one because it ensures that in case of any
problem in using new system, the organization can still fall back to the old
system without the loss of time and money.
The Disadvantages Of Parallel
Systems Approach Are:
1.
It doubles
operating costs.
2.
The new system
may not get fair trial.
Direct
conversion:
This method
converts from the old system to new system abruptly, sometimes over a weekend
or even overnight. The old system is used until a planned conversion day, when
it is replaced by the new system.
Pilot System:
Pilot approach
is often preferred in the case of the new system which involves new techniques
or some drastic changes in organization performance. In this method, a working
version of the system is implemented in one part of the organization, such as a
single work area or department.
Phase –IN- Method:
This method is used when it is not possible to
install a new system throughout an organization all at once. The conversion of
files, training of personnel or arrival of equipment may force the staging of
the implementation over a period of time, ranging from weeks to months.
4.2.3 Post Implementation Review
After
the system is implemented and conversion is complete, a review should be
conducted to determine whether the system is meeting expectations and where
improvements are needed. A post implementation review measures the systems
performance against predefined requirement. It determines how well the system
continues to meet the performance specifications.
4.3 Testing Phase -
The basic goal of the software development process is to
produce software that has no errors or very few errors. In an effort to detect
errors soon after they are introduced, each phase ends with verification
activity such as a review.
As testing is
the last phase before the final software is delivered, it has the enormous
responsibility of detecting any type of error that may in the software. A
software typically undergoes changes even after it has been delivered. And to
validate that a change has not affected some old functionality of software regression
testing is performed
Levels Of Testing:
The basic levels of testing are unit testing, integration
testing and system and acceptance testing. These different levels of testing
attempt to detect different types of faults.
Client Needs
|
Acceptance
Testing
|
Requirements
|
System Testing
|
Design
|
Integration
Testing
|
Code
|
Unit Testing
|
4.4 Maintenance - CUSTOMER CARE MANAGEMENT SYSTEM
Once the website
is launched, it enters the maintenance phase. All systems need maintenance.
Maintenance is required because there are often some residual errors remaining
in the system that must be removed as they are discovered. Maintenance involves
understanding the effects of the change, making the changes to both the code
and the documents, testing the new parts and retesting the old parts that were
not changed. Maintenance is mainly of two types:
1. Corrective Maintenance
2. Adaptive Maintenance
Corrective Maintenance:
Almost all
software that is developed has residual errors or bugs in them. Many of these
surfaces only after the system have been in operation, sometimes for a long
time. These errors once discovered need to be removed, leading to the software
to be changed. This is called Corrective Maintenance.
Adaptive Maintenance:
Even without
bugs, software frequently undergoes change. The software often must be upgraded
and enhanced to include more features and provide more services. This requires
modification of the software. This type of maintenance is known as the Adaptive
Maintenance
This chapter
provides me an opportunity to do self-introspection of what value I have added
to my knowledge and skill set and to the project.
6.1 Result (Conclusion)
What value I have added to my
knowledge
6.1.1. Domain Experience
TCIL is working on
various technologies. Also the individual responsibilities are more. So, I have
learnt a lot.
6.1. 2. Exposure to entirely different technology
Working on ASP.NET for the first time was a very
enriching experience. I had never worked on this platform earlier. So it added
to my list of know how and the computer languages known to me.
6.1. 3. Database Implementation
I had earlier made database but worked on SQL Server for
the first time. I learnt many new things about database creation, concept of
stored procedure etc. We learn many things theoretically as part of our
curriculum but here I got a chance to apply my knowledge practically and
enhance it also at the same time.
6.1 .4. Implementation of Business Logic Layer (BLL)
I have implemented the classes for BLL, which provides
the interface between UI Layer and Data Access Layer. This layer contains all
the business logic, i.e. Programming Methodology to implement the functionality
of the system.I had always read about N-Tier architecture but this was again
the first time I got to implement 3-Tier logical architecture. So it was a very
new and realistic experience.
6.1.5. Implementation of User Interface Layer (UI Layer)
I have also designed the UI layer that contains the web
pages designed in Jsp and Java Script. Also it contains the Code Behind pages
to implement the programming logic.
Connect
Online is very handy tool for connectivity between Client, Employee and
Administrator. Communication can be done effectively. Client can apply for a
New Connection and can register their complaints to the administrator.
Administrator assigns complaints to the concerning employees. Employees will
handle the assigned complaints and will report to the Administrator. Connection activation and Complaint handling
becomes easier with this site.
As
this is Communication site so its application is specific. Applications vary
with its type of User who are using it. Since conclusions regarding the project are
not so specific but only the main conclusion drawn from the project is that it
can be a better Communication site.
Features Of the Project
1.Project is completely secure from
Unauthorized access.
2.Perfomance of Project Is much B’coz of the
use of stored procedures as compared to queries.
Limitations Of the Project
Due the lack of time,following features could
not be added to the project:
1.Chat Facility
2.Deployment of the
Project on Pocket-PC i.e. Mobile
Application.
6.2 Future Scope
Completion of the
development process will result in a software package that will provide
user-friendly environment, which is very easy to work with, even for people
with very little knowledge of computer.
Management of various
tasks is incorporated in the package and will deliver the required information
in a very easy to use and easy to access manner.
This package will provide accuracy,
efficiency, speed and easiness to the end user. Since the system is verified
with valid as well as invalid data and is run with an insight into the
necessary modifications that may require in the future, it can be maintained
successfully without much
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