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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