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