Monday 6 February 2017

DESIGN AND IMPLEMENTATION OF A COMPLAINT MANAGEMENT SYSTEM



Abstract

A Complaint Management System is one of latest productivity enhancement tools used widely by all organisations 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 the art management information reports on complaint details and pending complaints with reasons and remarks provides management a better insight to problems and 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. Automated Complaint Processing Software is becoming more and more available, based on natural language processing (NLP)  Natural_language_processing and reasoning about mental attitudes Propositional_attitude. The system extracts communicative actions and theior subjects and classifies a complaint as valid or invalid (submitted due to a customer misunderstanding, bad mood or other unrelated issues).

TABLE OF CONTENTS


Title page                                                                                         i
Certification       Page                                                                             ii
Approval Page                                                                                iii
Dedication                                                                                                 iv
Acknowledgement                                                                                   v
Abstract                                                                                           vi
Organization of Work                                                                    vii
Table of contents                                                                                      viii
CHAPTER ONE
1.0    INTRODUCTION                                                                          1
1.1           Problem Statement                                                                         3
1.2           Aims / Objective of the Study                                                       3
1.3           Purpose Of The Study                                                          4
1.4           Signification Of The Study                                                  4
1.5           Scope / Delimitation                                                             4
1.6           Limitation / Constraints                                                                 5
1.7           Definition Of Terms                                                             5
CHAPTER TWO
2.0    REVIEW OF RELEVANT LITERATURE                                 6

CHAPTER THREE
3.0    DESCRIPTION AND ANALYSIS OF THE PRESENT SYSTEM
3.1           Methodology                                                               14
3.2           General Overview of  System                                              14
3.3           Organogram                                                                           15
3.4           Information Flow Diagram                                         15
3.5           Output Analysis                                                           16
3.6           Input Analysis                                                             16
3.7           Process                                                                          16
3.8           Problems Of The Existing System                                      16
3.9           Justification Of The New System                              17
CHAPTER FOUR
4.0    DESIGN AND IMPLEMENTATION
4.1           Design Standard                                                          18
4.2           Output Specification And Design                              18
4.3           Input Specification And Design                                          19
4.4            File Design                                                                            20
4.5           Procedure Chart                                                           20
4.6           System Flow- Chart                                                    21
4.7           Implementation                                                            21
4.7.1   Program Flowchart                                                      22
4.7.2   Psuedo Code                                                                23
4.8           Coding                                                                          23
4.9           System Requirements                                                  23
4.10     Testing                                                                          25
4.11     Cutover Process                                                           26
4.12     Documentation                                                            27
CHAPTER FIVE
5.0    SUMMARY, RECOMMENDATION AND CONCLUSION
5.1    Summary                                                                      28
5.2    Recommendation                                                                  28
5.3    Conclusion                                                                            29
References                                                                              30

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