Complaint Management System
Complaint Management System
Complaint Management System
SYSYTEM
BY
SUPERVISED BY
MARCH 2023.
CHAPTER ONE
INTRODUCTION
The University and its Faculty have a variety of procedures for dealing with
student-related issues. A complaint system is a set of procedures used in
organizations to address complaints and resolve disputes. One area not
generally covered by other procedures concerns student complaints about
faculty environment problems or other informal academic settings. There is also
a major need to collect, review and understand the nature of conflict
management and complaint systems around the faculty. FIK CMS(Complaint
Management System) is aimed at creating efficient software portal for
addressing the grievances of the students for various purposes like broken
furniture problem in class, microphone issues, projector problems, toilets
plumbing, electricity issues, and other faculty mess related problems and many
more. Therefore, a need for a system that could detect student’s problems and
provide them with suitable feedback is raised. This system will be able to
handle complaints by recording and giving feedback for each raised complaint.
Results of the study can be a good reference to find out user needs from e-
complaint and the handling process of this complaint.
1.3 AIMS
Handling complaints well can actually be hugely beneficial and important in the
education sector.
Here’s why:
We have all seen someone posting online about a grievance they have with a
school that they or their child attends, and how poorly it was handled. This is
not a good look for the school or university. If you have a clear complaints
procedure which students or members of the public can easily access, and it is
responded to quickly and effectively, the complainants will walk away satisfied.
Keep them available and readily accessible to staff and for inspection
Display the name and contact number of who the complaint can be
directed to
What does the complaint trend look like year on year by school and
department?
How many complaints are being resolved within the timeframes set by
our policy and which departments, schools and staff are not meeting
the timeframes?
1.6 Methodology
The part of the system analysis and design stage concentrated around the
configuration of design method utilized. Hence, we'll consider the different
outline routines developed. A configuration is the first speculation into the
development phase for any product or system designed. A decent outline or
steps is intending to promote the system.
The look "outline" is characterized as "the part of science that deals with the
concept of computation and method of processing data in digital computers, the
design of computer hardware and software, and the use of the computer
programming outline sits at the industrial personification of the product building
procedure and is connected paying a little amount to the advancement standard
that is utilized in various programming language like PHP, HTML, MYSQL,
JAVA etc.
Flowchart and use case diagram was utilized which is fundamentally the
breaking down of a system into its compositional sub-system and breaking the
issue into parts, that authorized more than one individual to deal with the
arrangement or solution to the system.
1.7 Operational Definition of Terms
To fully understand what the study is all about, important and dispensable terms
have been chosen and due definition given to them.
2. INTRODUCTION
- Saving complains for further preview. The system automatically saves all
details of any complaintsubmitted therefore a complaint can easily be
printed for a student in the case of further investigation. The system can
also serves as a source of data collection.
CHAPTER THREE
3.1 DESCRIPTION
This is the reduction of an entire system by studying the various operations
performed and their relationship within the system. An examination of a
manual school complaint record was viewed to identifying problem areas
and recommending alternative solution to overcome the problem. An
analysis of the existing system entails careful study of the system and how
operation takes place in that particular system.
PROCEDURE MANUAL
This is just a written document on the existing system it involves some
handouts, text book and already written project, complied. A lot of information
were gotten through this means and it help because the information obtained
from the interview were easily looked up in the procedural manual, existing
paper and manual file documents.
OBSERVATIONS
By this method, the researcher was able to get information from the
various departments and units of complaint records, most complains from
students were being processed in my presence which made thing easier for one
to comprehend.
STUDYING FORMS/CARDS
Studying the forms collected more data and files, which were being
utilized in the complaint record and complaint statistics of the students. The
system was equally understood through this means.
As we said earlier Students and Student quality commissioner works
hand in hand in case of investigating complains. The Student Quality
Commissioner Work base on the investigations made by the student(s). There
are 2 types of forms used by the Student Quality Commissioner while
investigating a case; these forms include:
- Complaint form which is given by the student quality
commissioner to whoever wants to lay complain.
- Invitation form by the student affairs commission to whoever is
reported by a student.
Though in the expert system some other questions or things are added;
the student’s phone number, who is he addressing the complaint too? (The Vice
chancellor, The Student Affair Unit or The Head of he/ she Department) and
these information are stored in the computer.
The administrator of the system views all complains submitted and
channel complains to the appropriate body after then information above might
have been obtained and answered. If it is manually the student commission will
have to analyze it, file the complaint first then start finding results for the
complainer.
Input process of the existing system is the same as the new system but the
difference between both is that the new system is an expert system sort of,
whereby computer handling the job while in the existing system it’s done
manually.
3.5 ORGANIZATIONAL STRUCTURE
Student Complaints
Student Affairs
Division takes
complain to file.
Complaint is
pending to be
delivered to the
appropriate body.
The information flow diagram can be easily obtained from the annual
used in this project work for the information flow diagram are;
In general, outputs are subdivided into two, namely; SOFT COPY and
HARD COPY. In soft copy, we consider on how the output is to be displayed
on the screen while hard copy refers to the printed outputs.
Thus, in this section, we consider how the user interface (The
complainer) and the backend (The Administrator) of the application will look
like
STUDENT USERNAME………………………….
STUDENT PASSWORD……………………....
STUDENT REGISTER
FIRST NAME………………………….
LAST NAME…..……………………....
EMAIL………………………………….
PASSWORD……………………………
COMFIRM PASSWORD………………………
THE COMPLAINT FORM – here students will have to fill the form after
successfully registering and Login, They’ll have to provide their First Name,
Last Name, Department, Faculty, Email Address, Phone Number, Nature of
Complaint, Enter Details of Complaint, upon fill all the required fields, and
submitting the data, the information collected goes to a secured database,
awaiting the administrator to view submitted complaints.
COMPLAIN FORM
FIRST NAME………………………….
LAST NAME…..……………………....
DEPARTMENT…………………………
FACULTY………………………………….
EMAIL ADDRESS………………………………….
PHONE……………………………
NATURE OF COMPLAIN………………………
ADMIN LOGIN
ADMIN USERNAME………………………….
ADMIN PASSWORD……………………....
THE DASHBOARD – The Dashboard section has 6 sections which the said
administrator controls; these sections include View Complains, Respond to
complains, Add Other Admin, Add New Task, Number of Students Register,
and Admin Available.
FILE DESIGN
This new system is database development and we had to choose the better
data file design that will suit our data file processing.
We did not choose sequential access file processing owing to the
following reasons:
i) Access method used here is always sequential
ii) Information are stored as ASC II characters
iii) Occupies more memory space
iv) It is slow in accessing a record
v) It does not allow record structure etc.
Thus we have seen the advantages which the random access files have
over the sequential access file. In this file design, we undertook or used the
random access file.
PROGRAM FLOWCHART
This system consists of two flowcharts. The first flowchart is the complaint is
added by students. The other is which the admin views submitted complaints.
START
LOGIN PAGE
IS STUDENT NO REGISTERATION
REGISTERED? PAGE
YES
FLOWCHART SHOWING HOW COMPLAINT IS VIEWED/
RESPONED TO
START
ADMIN
IS ADMIN NO REGISTERATION
REGISTERED? PAGE
YES
YES
EXIT SUB
SYSTEM REQUIREMENT
While considering the system requirement, we need to state it in two
classifications, namely:
(a) SOFTWARE REQUIREMENT
(b) HARDWARD REQUIREMENT
SOFTWARE REQUIREMENTS
For this new system to work effectively the following software must be
provided.
(i) Any disk operating system (e.g. WINDOWS 7, WINDOWS 8)
(ii) Then this software design (on complaint record)
(iii) Internet or a Local Server
HARDWARE REQUIREMENT
The hardware requirement includes
(i) A CPU of model 386 and above
(ii) A VDU (colored i.e. VGA/EGA)
(iii) Enhanced keyboard
(iv) A printer (laser jet or dot matrix)
(v) A UPS (i.e. uninterrupted power supply) of about 30 min capacity.
CHAPTER FIVE
CONCLUSION AND RECOMMENDATION
CONCLUSION
This work could come a long way in easing off the tedious work of the
Student Affairs Division of our schools, having to spend a lot of time looking up
different complaints of cases from different case file, weekly, monthly, submitted
by students of different volumes.
This software package no makes for easy and speedy viewing, retrieving
and printing of any of these complaints in any order from the storage medium,
once any of these fields is resolved, STUDENT NAME, STUDENT
DEPARTMENT, TYPE OF COMPLAINT, etc.
Also I feel, with the implementation of this package in various schools, it
will lead to the school authorities doing their work more effectively with ease.
RECOMMENDATION
This piece of work was embarked upon with the hope that, from the
design and implementation of this software package, it will lead to improving the
practice system of the school in handling student’s complaints faster and more
efficiently. Based on this, the following suggestions are recommended.
- That maintenance culture should be practice, as regard, the computer
machine. The computer and its peripherals should be subjected to
occasional maintenance checks. This can be done either by calling on a
trained computer engineer or alternatively trained personnel in the school,
who will carry out these simple checks.
- The computer should be installed, and operated in a cool but not damp
environment. The environment should not be dusty, the computer and its
peripherals should be provided with dust-proof covers, which could be
used to cover the machine when not in use.
- Training and retraining programme should be organized for the
operational staff to update their knowledge in the field of computer
science from time to time.