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
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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