Using Suitable Database 14 Complaint Management System.

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 Perbandaran Johor Bharu Tengah 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 4.3.1 Tools Used 37 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 6 REFERENCES 56 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 4.10 Register Form 39 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 4.27 Table of System Admin 51 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 4.4 Overall of Interface CMS 37 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 UTM - Universiti Teknologi Mara 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 2

1.2 Objective

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.

1.3 Problem Statement

1.3.1 Specified of student, staff and visitor timetable according the office