Complaint Management System.
i
COMPLAINT MANAGEMENT SYSTEM
WAN NOR MUNIRAH BINTI WAN YUSOF
This Report Is Submitted In Partial Fulfillment of Requirement for the Bachelor Degree of Electronic Engineering (Electronic Computer)
Faculty of Electronic Engineering & Computer Engineering University Technical Malaysia Melaka
(2)
ii
UNIVERSTI TEKNIKAL MALAYSIA MELAKA
FAKULTI KEJURUTERAAN ELEKTRONIK DAN KEJURUTERAAN KOMPUTER BORANG PENGESAHAN STATUS LAPORAN
PROJEK SARJANA MUDA II
Tajuk Projek : COMPLAINT MANAGEMENT SYSTEM
Sesi
Pengajian : 2008/2009
Saya WAN NOR MUNIRAH BINTI WAN YUSOF
mengaku membenarkan Laporan Projek Sarjana Muda ini disimpan di Perpustakaan dengan syarat-syarat kegunaan seperti berikut:
1. Laporan adalah hakmilik Universiti Teknikal Malaysia Melaka.
2. Perpustakaan dibenarkan membuat salinan untuk tujuan pengajian sahaja.
3. Perpustakaan dibenarkan membuat salinan laporan ini sebagai bahan pertukaran antara institusi pengajian tinggi.
Sila tandakan ( √ ) :
SULIT*
(Mengandungi maklumat yang berdarjah keselamatan atau kepentingan Malaysia seperti yang termaktub di dalam AKTA RAHSIA RASMI 1972)
TERHAD* (Mengandungi maklumat terhad yang telah ditentukan oleh
organisasi/badan di mana penyelidikan dijalankan)
TIDAK TERHAD
Disahkan oleh:
(TANDATANGAN PENULIS)
(3)
iii
“I hereby declare that this thesis is the result of my own effort except as clearly stated its references”
Signature :
Name : WAN NOR MUNIRAH BINTI WAN YUSOF
(4)
iv
“I hereby declare that I have read this thesis and my opinion, it is suitable in term of scope and quality for the purpose of awarding a Bachelor Degree in Electronic
Engineering (Electronic Computer)”
Signature :
Supervisor : MADAM NOOR MAZLINA BINTI MAHMOD Date : 30 APRIL 2009
(5)
v
I would like to dedicate this thesis to my family, lecturers, friends whose encouragement and support with a great help in completing it.
(6)
vi
ACKNOWLEDGEMENT
First and foremost, I would like to praise Allah because of the given strength to accomplish this project successfully. In preparing this thesis, I was in contact with many people, academicians, and practitioners. They have contributed towards my understanding and thoughts. In particular, I wish to express my sincere appreciation to my thesis supervisor, Puan Noor Mazlina Binti Mahmod, for encouragement, guidance, critics, advices and motivation. Without her continued support and interest, this thesis would not have been the same as presented here.
My fellow post graduate students should also be recognized for their support. My sincere appreciation also extends to all my colleagues, friends and others who have provided assistance at various occasions. Their views and tips are useful indeed. Unfortunately, it is not possible to list all of them in this limited space. The very special appreciation will goes to all my family members and my beloved parents for their continuous supports (funding and moral), loves and cares.
(7)
vii
ABSTRACT
Making complaint manually has caused difficulties in entering and searching complaint data. To prevent problem, CMS has been set up in order to assist in smoothing the keeping and searching information process to be more effective. In the system, software such as Dreamweaver 8 for interface design will be used, PHP as system programming while MY SQL has been used in system database. To run the system, Apache server will be used upon with on line support. Developing the system with special characteristic such as user friendly and attractive interface hopefully can facilitate the administrator and user such as site engineer while using the system. The project report has been prepared in aiming to help readers to have a very clear view of the routes and importance of the system as well as obtain the advantages from the system.
(8)
viii
ABSTRAK
Membuat aduan secara manual telah menyukarkan untuk melakukan kemasukkan proses data dan juga pencarian data sesuatu aduan. Bagi mengatasi masalah ini , satu sistem telah di perkenalkan iaitu CMS bagi mempercepatkan proses penyimpanan maklumat pencarian yang lebih efektif. Perisian yang digunakan ialah Dreamweaver 8 bagi rekabentuk sistem , PHP sebagai pengaturcaraan sistem dan MY SQL pula digunakan untuk pangkalan data sistem. Bertepatan dengan konsep atas talian, pelayan apache akan digunakan bagi menjadikan sistem ini berfungsi. Pembangunan sistem ini yang bercirikan mesra pengguna dan mempunyai antaramuka yang menarik memudahakan pihak pentadbir dan juga pengguna. Laporan projek ini disediakan agar pembaca dapat memahami dengan lebih jelas perjalanan, kepentingan dan faedah yang dapat diperolehi daripada sistem yang dibangunkan ini.
(9)
ix
TABLE OF CONTENTS
CHAPTER CONTENTS PAGE
PROJECT TITLE i
STATUS DECLARATION FORM ii
DECLARATION iii
DEDICATION iv
ACKNOWLEDGEMENT v
ABSTRACT vi
ABSTRAK vii
TABLE OF CONTENTS viii
LIST OF FIGURES xi
LIST OF TABLE xiii
LIST OF ABREVIATION xiv
1 INTRODUCTION 1
1.1 Introduction 1
1.2 Objective 2
1.3 Problem Statement 2
1.3.1 Specified of timetable the office hour 2
1.3.2 Redundancy of the Complaint 3
1.3.3 Data loss 3
1.3.4 Difficult to view list of Complaint 3
1.4 Scope 3
(10)
x
1.5.1 Entire Report Structural of Subject
1.6 Chapter Summary 5
2 LITERATURE REVIEW 6
2.1 Introduction 6
2.2 Background Research 7
2.2.1 Internet surfing 7
2.2.2 Books and references 8
2.2.3 Informal Interview 8
2.2.4 Discussion with supervisor 8
2.2.5 Questionnaire 9
2.3 Database Software 9
2.3.1 Using suitable of Software 10 2.3.1.1 The main features of 11
Dreamweaver includes
2.3.2.1 Advantages using 12 Dreamweaver 8
2.3.2 Using Suitable Database 14 2.3.3 Using Suitable Server 16
2.4 Case Study 17
2.4.1 e-Aduan System of Ministry of 18 Domestic Trade & Consumer
Affairs, Malaysia
2.4.1.1 System Features 19 2.4.2 e-Aduan System of Majlis 21
(11)
xi 2.4.2.1 System Features 21
3 MEDHOTOLOGY 13
3.1 Introduction 23
3.2 Waterfall Model 23
3.3 Phases in Waterfall Model 26 3.3.1 Requirement Analysis and Definition
3.3.1.1 Requirement Engineering 26
3.3.1.2 Requirement Collections 27
3.3.2 System and Software Design 27 3.3.3 Implementation and Unit Testing 27 3.3.4 Integration and System Testing 28 3.3.5 Operation and Maintenance 28
3.4. Software Requirements 28
3.5 Project Schedule 29
4 RESULT AND DISCUSSION 30
4.1 Introduction 30
4.2 Modules of e-CMS 34
4.2.1 Admin (Complaint Officer) 35 4.2.2 Second Admin PIC 35 4.2.3 User Complainant 36
4.3 Manual for CMS 36
(12)
xii
4.4 Main Page 37
4.4.1 Main page 38
4.4.2 Complaint Registration 38 4.4.3 Main Admin Interface 41 4.4.4 Registered Profile for PIC 42 4.4.5 View Profile 43 4.4.6 Update Profile 44
4.5 Database 49
4.6 Achievement 38
4.7 Constraint and Challenges 39
4.8 Aspirations 39
5 SUGGESTION AND CONCLUSION 54
5.1 Suggestion 54
5.2 Conclusion 55
(13)
xiii
LIST OF FIGURE
FIGURE TITLE PAGE
2.1 Dreamweaver 8 Software 10
2.2 PHP Logo 13
2.3 Logo HeidiSQL 14
2.4 Environments of HeidiSQL 15
2.5 XAMPP Control Panel Application 16
2.6 Main Interface of e-Aduan SMDTCAM 18
2.7 e-Aduan Form Complaint 19
2.8 Interface for check the complaint’s 20
2.9 Interface of eAduan System of Majlis 21
Perbandaran Johor Bharu Tengah
2.10 Form Complaint 22
2.11 Form Check the Complaint’s 22
3.1 The Waterfall Model 25
4.1 Flow Chart the CMS 31
4.2 Flow Chart Makes the Complaint 32
4.3 Flow Chart Resolve Complaints 32
4.4 Flow Chart Give Feedback 33
4.5 Flow Chart View Report 33
4.6 System Modules for Complaint Officer 34
4.7 System Modules for Person in Charge 35
4.8 System Modules for Person in Charge 36
4.9 Main Interface 38
(14)
xiv
4.11 Complaint Form 40
4.12 View Complaint 40
4.13 Interface Main Admin 41
4.14 Admin Area 42
4.15 Form Registered 43
4.16 View Profile 44
4.17 Update Profile 45
4.18 PIC 46
4.19 PIC Area 46
4.20 Person in Charge Area 47
4.21 Delete of Complaint 48
4.22 Status of Complaint 48
4.23 Database 49
4.24 Table Properties for Complaint 50
4.25 Table Properties for Register 50
4.26 Table Data Registered 51
(15)
xv
LIST OF TABLE
TABLE TITLE PAGE
4.1 Explanations of Module 34
Complaint Officer
4.2 Explanations of Module 35
4.3 Explanations of Module Complainant 36
(16)
xvi
LIST OF ABREVIATIONS
PSM - Projek Sarjana Muda
PIC – Person in Charge
PHP – Personal Homepage
CMS - Complaint Management System
SQL - Structured Query Language
GUI - Graphical User Interface
FKEKK- Fakulti Kejuruteraan Elektronik Kejuruteraan Komputer
CSS - Cascading Style Sheets
ASP - Active Server Pages
XML - Extensible Markup Language
JSP - Java Server Pages
XHTML- The Extensible Hypertext Markup Language
(17)
1
CHAPTER I
INTRODUCTION
1.1 Introduction
CMS is an electronic complaint management system which automates the entire complaint management process reported in FKEKK. It is used to record complaints made by staffs, students and visitors of FKEKK. The complainer can report his / her complain using a user friendly e-Complain form which integrates directly with the complaint management site. The main feature of this system is it can log all the complaints made and systematically manage the complaints. The CMS can also track the complaints made by checking either the complaint is a new one or the complaint is similar with the one of the previous complaints stored in CMS database. If the complaint made is as same as the previous, thus the same solution for the complaint can be reused to solve the complaint. If not, the new solution should be made to respond to the complaint or the complaint must be recorded as ‘pending’ until it has been solved or followed up. The system also allow the administration to record and store the action which has been taken as respond to the complaint made and allows the complainer to view and check the respond that have been made to their complaint
(18)
2
1.2Objective
1) To provide an internet medium of receiving complaint from the staff, student and visitors.
2) To make it easy for student, staff, visitor to apply the complaint without using forms.
3) To gather information of complaints and means of settlement. 4) To build the complaint management systematic and effective.
1.3Problem Statement
1.3.1 Specified of student, staff and visitor timetable according the office hour.
There are several problem arise when the student, staff and visitor timetable are engage with the office hours. The student, staff and visitor timetable which are pack with each other make their unable to make complaints directly by FKEKK offices. In other case, when there are able to do, the office hours is close according the office timing. In addition the increasing numbers of FKEKK department, now day are growing higher from semester to semester. Then the situation of making the complaints becomes more jam- packed. The customers not only come to complaint but are also have others trouble to settle with FKEKK department. This situation is not practically and the situation can be alternative way if the complaint via should be introduces in FKEKK.
(19)
3
1.3.2 Redundancy of The Complaint
Every present complaint will be record by the FKEKK Department into the logbook, which concludes the information needs such as the customer name, the date reported. There are not providing with the specific database, which facilities the staff to enter the complaint’s detail directly to the database provided
1.3.3 Data loss
By using this previous system, the probability for data loss is very high. If the files loss, so the data also will be lost. If this situation happens, so it will bring some problems to get the data. In some cases, some files going to damage after certain period especially for files which open for a few last years
1.3.4 Difficult to view list of Complaint
When the administration wanted to see listing of complaint, the department need to check the complaint first and then prepared the list. Certainly, it will take time and only wasting the time.
1.4 Scope
1. To design and developed system to record complaint made by staffs, students and visitors of FKEKK.
2. To design 2 interface and operation . a) User
i. Staff, student and visitor. ii. Admin.
(20)
4 b) Operating Location and Availability
i. This system operates via internet.
ii. Since the system is a web- based system, hence it is platform independence, support multiple computer platforms.
c) System Functionally
i. Allow user (i.e staff, student and visitor) to input complaint through e-form.
ii. Admin to handle the administration of over the web. Currently it create, receive and solve the complaint, drop database, create/drop/alter table ,delete/edit/add fields ,execute any SQL statement, manage keys on field ,manage privileges, export data info various format and is available
1.5 Project Methodology
This project make based on studies which does. Where, previously method to make and check complaint make manually. Connection with that a software use PHP [1] wake to Department of FKEKK .the software such as PHP, Dream weaver 8[2], HeidiSQL [3], Xampp [4] and Adobe Photoshop [6] selected because it is that most popular used extensively currently
Reference materials very important to make comparison deep produce this project. Factual information acquired, good design software can build to improve the quality and work efficiency
From the analysis the decision are presented in the form interface with graphic to back up and stabilize this project. Other than that, data are presented in over so stated way systematic, orderly and easy to be understood.
(21)
5
1.5.1 Entire Report Structural of Subject
i. Introduction
ii. Background Research and Literature Review iii. Methodology
iv. Result and Discussion v. Conclusion and suggestion
1.6 Chapter Summary
This chapter has covered about the introduction of the project including the problem background, problem statement, objective and scope of the project. An investigation has been done to define those terms that have been mentioned above. This project is done some literature reviews from some resources such as internet, books, conferences and journal.
Many useful and informative lessons learned from the research to cover this introduction chapter such as on how the complaints and management system works and managed by some areas of organizations. Some problems are identified as factors that effected complaints management system. A lot more of research and literature review will be done to improve this project progress.
(22)
6
CHAPTER II
LITERATURE REVIEW
2.1 Introduction
Generally a literature review [6] is both a summary and explanation of the complete and current state of knowledge on a limited topic as found in academic books and journal articles. There are two kinds of literature reviews you might write at university: one that students are asked to write as a stand-alone assignment in a course, often as part of their training in the research processes in their field, and the other that is written as part of an introduction to, or preparation for, a longer work, usually a thesis or research report. The focus and perspective of your review and the kind of hypothesis or thesis argument you make will be determined by what kind of review you are writing. One way to understand the differences between these two types is to read published literature reviews or the first chapters of theses and dissertations in your own subject area. Analyze the structure of their arguments and note the way they address the issues.
(23)
7
2.2 Background Research
In this background research [7], the observation is done on the student problem, what are the problem and the role played by the parent to curve this problem. Case study that has been done also reviewed. It is purpose to ensure that the function implement all arising matter into the system .As for this project, the main information sources for the system analysis were reference books, internet surfing, interview and discussion with supervisor.
2.2.1 Internet Surfing
Through the internet site visit, some idea collected from the similar system. To gather the system information, a survey conducted with a complete site of existing Complaint Management System website. Computer journals and reference books are also good sources of information.
By surfing UTeM and PRESS portal website, the function are analyze and compared with the proposed system to identify the weakness of the system. Surfing into another universities website was also done to see if they Complaint Management System or not. Based on the finding, so far no other website performs this kind of system. This leads towards building the proposed system in order to help student manage themselves. Electronic journals were read in order to provide current information on very specific topics.
(24)
8
2.2.2 Books and References
Books and references are used to get the information that needed to complete the project documentation such as project methodology. Other than that, it serves as a guide to understand more on the concept and the behavior of the to-be built in system. Book concerning with psychology aspect is also reviewed to understand the student psychological needs and behaviors.
2.2.3 Informal Interview
The personal interview is generally recognized the most important and most often used fact-finding technique. To collect the information and identify system requirements, an informal interview had conducted with UTeM Community such as students, staffs, parent and etc. as the end user. This helps in find facts, verify facts, clarify facts and solicit ideas and options.
2.2.4 Discussion with Supervisor
Discussion with supervisor has been practiced from time to time in order to get helps and advices during the writing report. Supervisor is lecturer, and their teaching environment makes them to understand a lot on student life. He was also once a student, so they know on the system requirement that should function in the system.
(1)
1.3.2 Redundancy of The Complaint
Every present complaint will be record by the FKEKK Department into the logbook, which concludes the information needs such as the customer name, the date reported. There are not providing with the specific database, which facilities the staff to enter the complaint’s detail directly to the database provided
1.3.3 Data loss
By using this previous system, the probability for data loss is very high. If the files loss, so the data also will be lost. If this situation happens, so it will bring some problems to get the data. In some cases, some files going to damage after certain period especially for files which open for a few last years
1.3.4 Difficult to view list of Complaint
When the administration wanted to see listing of complaint, the department need to check the complaint first and then prepared the list. Certainly, it will take time and only wasting the time.
1.4 Scope
1. To design and developed system to record complaint made by staffs, students and visitors of FKEKK.
2. To design 2 interface and operation . a) User
(2)
i. This system operates via internet.
ii. Since the system is a web- based system, hence it is platform independence, support multiple computer platforms.
c) System Functionally
i. Allow user (i.e staff, student and visitor) to input complaint through e-form.
ii. Admin to handle the administration of over the web. Currently it create, receive and solve the complaint, drop database, create/drop/alter table ,delete/edit/add fields ,execute any SQL statement, manage keys on field ,manage privileges, export data info various format and is available
1.5 Project Methodology
This project make based on studies which does. Where, previously method to make and check complaint make manually. Connection with that a software use PHP [1] wake to Department of FKEKK .the software such as PHP, Dream weaver 8[2], HeidiSQL [3], Xampp [4] and Adobe Photoshop [6] selected because it is that most popular used extensively currently
Reference materials very important to make comparison deep produce this project. Factual information acquired, good design software can build to improve the quality and work efficiency
From the analysis the decision are presented in the form interface with graphic to back up and stabilize this project. Other than that, data are presented in over so stated
(3)
1.5.1 Entire Report Structural of Subject
i. Introduction
ii. Background Research and Literature Review iii. Methodology
iv. Result and Discussion v. Conclusion and suggestion
1.6 Chapter Summary
This chapter has covered about the introduction of the project including the problem background, problem statement, objective and scope of the project. An investigation has been done to define those terms that have been mentioned above. This project is done some literature reviews from some resources such as internet, books, conferences and journal.
Many useful and informative lessons learned from the research to cover this introduction chapter such as on how the complaints and management system works and managed by some areas of organizations. Some problems are identified as factors that effected complaints management system. A lot more of research and literature review will be done to improve this project progress.
(4)
CHAPTER II
LITERATURE REVIEW
2.1 Introduction
Generally a literature review [6] is both a summary and explanation of the complete and current state of knowledge on a limited topic as found in academic books and journal articles. There are two kinds of literature reviews you might write at university: one that students are asked to write as a stand-alone assignment in a course, often as part of their training in the research processes in their field, and the other that is written as part of an introduction to, or preparation for, a longer work, usually a thesis or research report. The focus and perspective of your review and the kind of hypothesis or thesis argument you make will be determined by what kind of review you are writing. One way to understand the differences between these two types is to read published literature reviews or the first chapters of theses and dissertations in your own subject area. Analyze the structure of their arguments and note the way they address the issues.
(5)
2.2 Background Research
In this background research [7], the observation is done on the student problem, what are the problem and the role played by the parent to curve this problem. Case study that has been done also reviewed. It is purpose to ensure that the function implement all arising matter into the system .As for this project, the main information sources for the system analysis were reference books, internet surfing, interview and discussion with supervisor.
2.2.1 Internet Surfing
Through the internet site visit, some idea collected from the similar system. To gather the system information, a survey conducted with a complete site of existing Complaint Management System website. Computer journals and reference books are also good sources of information.
By surfing UTeM and PRESS portal website, the function are analyze and compared with the proposed system to identify the weakness of the system. Surfing into another universities website was also done to see if they Complaint Management System or not. Based on the finding, so far no other website performs this kind of system. This leads towards building the proposed system in order to help student manage themselves. Electronic journals were read in order to provide current information on very specific topics.
(6)
2.2.2 Books and References
Books and references are used to get the information that needed to complete the project documentation such as project methodology. Other than that, it serves as a guide to understand more on the concept and the behavior of the to-be built in system. Book concerning with psychology aspect is also reviewed to understand the student psychological needs and behaviors.
2.2.3 Informal Interview
The personal interview is generally recognized the most important and most often used fact-finding technique. To collect the information and identify system requirements, an informal interview had conducted with UTeM Community such as students, staffs, parent and etc. as the end user. This helps in find facts, verify facts, clarify facts and solicit ideas and options.
2.2.4 Discussion with Supervisor
Discussion with supervisor has been practiced from time to time in order to get helps and advices during the writing report. Supervisor is lecturer, and their teaching environment makes them to understand a lot on student life. He was also once a student, so they know on the system requirement that should function in the system.