DESIGN AND IMPLEMENTATION OF COMPLAINT MANAGEMENT SYSTEM A CASE STUDY OF FEDERAL UNIVERSITY OF TECHNOLOGY, MINNA

 

TABLE OF CONTENTS		PAGE
Cover page		I
Title page		Ii
Declaration		Iii
Certification		Iv
Dedication		V
Acknowledgement		Vi
Abstract		vii
Table of content		viii
List of figures		Xi
List of tables		Xii
CHAPTER ONE: INTRODUCTION
1.1	Background of the Study	1
1.2	Statement of the Problem	2
1.3	Aim and Objectives of the Study	3
1.4	Significant of Study	3
1.5	Scope of the Study	4
1.6	Limitation of the study	4
1.7	Operational Definition of terms	5
CHAPTER TWO: LITERATURE REVIEW
2.0	Introduction	7
2.1	Concept of Complaint Registration and Appeal System	8
2.1.1	Definition of an Academic Complaint	8
2.1.2	Categories of an Academic Complaint	8
2.1.2.1	Academic Complaint	9

 

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2.1.2.2	Non-Academic Complaint	10
2.1.3	The benefit of having an Internal Complaint System	10
2.1.4	The Student Complaint and Appeal Policy and Procedure	11
2.1.5	The values for Complaint and Appeal management policy	11
2.2	Five Steps for processing Complaint Mechanism	12
2.3	Procedure for Handling Complaint	12
2.3.1	Student Complaint against Staff	13
2.4	Need for Complaint Registration and Appeal System	14
2.5	Submission of the Formal Complaint	14
2.6	Motivation for Registration and Appeal System	15
2.7	Automating the Appeal and Complaint process Enables Student	16
2.8	Principle of Addressing complaint	17
CHAPTER THREE:  SYSTEM ANALYSIS AND DESIGN
3.0	Introduction	18
3.1	Analysis of the Existing System	18
3.2	Limitation of the Existing System	19
3.3	Justification of the new System	19
3.4	Methodology	20
3.4.2	Categories of design	22
3.4.2.1 Input Design		22
3.4.2.2 Output Design		22
3.4.2.3 Database Design		22
3.5	Data Collection	23
3.5.1	Interviews	23
3.5.2	Questionnaire	23
3.5.3	Database Table	24

 

 

 

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3.6	The Proposed new System	31
3.6.1	Proposed System Modules	32
3.6.2	Advantages of the new Proposed System	32
3.6.3	System Flowchart	32
CHAPTER FOUR:  SYSTEM IMPLEMENTATION, TESTING AND INTEGRATION
4.0	Introduction	36
4.1	Choices of Programming Language	36
4.1.1	HTML Markup Language	36
4.1.2	MYSQL	37
4.1.3	JAVA Programming Language	37
4.2	The System Main Menu Implementation	38
4.3	Implementation of the Sub-System	39
4.4	Query Sub-System Implementation	40
4.5	System Testing and Integration	41
4.6	The Test Plan	41
4.7	Test data	42

 

 

CHAPTER FIVE:  SUMMARY, CONCLUSION AND RECOMMENDATION

 

5.0	Introduction	43
5.1	Summary	43
5.2	Finding and Discussion	43
5.3	Suggestion for Further Work	44
5.4	Recommendation	45
5.5	Conclusion	45
	References	46
	Appendix	48

 

 

 

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	LIST OF TABLES
Table 3.1:  Table for Student detail		24
Table 3.2:  Student Validator Details		25
Table 3.3:	Staff Details	26
Table 3.4:  Staff validator Details		26
Table 3.5:  Table for Complaint monitoring by lecturer		27
Table 3.6:  Table for Complaint monitoring by level Adviser		27
Table 3.7:  Table for Complaint monitoring by Examiners		28
Table 3.8:  Table for Complaint monitoring by HOD, DEAN of the School		29
Table 3.9:  Table for complaint monitoring by Student affair Division, Vice Chancellor		30
Table 4.1:	Table for tested data	42

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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	LIST OF FIGURES
Fig 3.1  Use case Diagram for handling complaint for both Student and administrator		21
Fig 3.2  Architectural Design of proposed system		31
Fig 3.3  Main Menu Page Flowchart of the new System for Student		33
Fig 3.4  Shows the entire flow chart for Student login page and appeal registration		34
Fig 3.5  Show the entire page for final implementation of an appeal process		35
Fig 4.1	Login page	38
Fig 4.2  Sign up page		39
Fig 4.3	Admin page to add staff	39
Fig 4.4	Complaint home page	40
Fig 4.5	Query Available complaint	40

 

 

 

 

 

 

 

 

ABSTRACT

 

This project titled: DESIGN AND IMPLEMENTATION OF COMPLAINTS MANAGEMENT SYSTEM, is a web-based application that can be accessed throughout the campus. This work was designed to aid the framework for an existing system which is manually based having demerit of inaccuracy, insecurity and poor performance. The obvious merit of online complaint handling system prompted this project to see ways of integrating our appeal process to the internet for speed, efficiency, security, accuracy, and reliability for student satisfaction. The system was implemented using HTML formatting language, MySQL database management for data keeping and JAVA programming language for server side program.

 

 

 

 

 

 

 

 

CHAPTER ONE

 

INTRODUCTION

 

• Background of the Study

 

 

 

An academic growth can be of various concerns in academic environment to promote social and functioning educational system. For an effective educational system to take place there are some issues in academic environment that should properly address to, take for instance issue of complaints management system in the university. This issue had created a lot of problems for an academic growth in the various aspects of the educational system. To support this approach, this project identifies a range of options that can be used to manage and resolve Academic complaints. This includes, where the opportunity presents itself, the need for administrator to make every effort to resolve potential or actual academic complaints as informally as possible in the first instance.

 

Marchington and Wilkinson (2005) defined method of handling complaint as a product of labor relations environment in the 60s and 70s when there was a more explicit struggle for control in the workplace. This had two main effects. Firstly, it created the requirement for clear techniques so that all specialists knew and decides that oversee implicit rules, and moves that may be made against them if these guidelines were charged. Besides, it prompted more prominent clarity and consistency of executive activities to determination the protests. Design and implementation of complaint management system is to maintain an effective, timely, and equitable complaint handling system which is easily accessible and offered to complainants (students) at no charge. This project defines the policy and steps for handling and resolving complaints and also to appeal for an un-favored situation and for this process to take place there must be an automation

 

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of the system that will be handle the complaints process and appeal method of registration. Automation can be defined as the aspects involved in using a computer system for the tasks or process such as circulation, implementation etc. In relation to the above preposition by Marcus, it is possible for the design and implementation of an online complaint management system to yield substantial benefits for the users (Marcus, 2000).

 

 

 

 

• Statement of the Problem

 

Design and implementation of complaint management system is a web base application that will solve the problem facing student in the university environment. The basic problems facing complaint monitoring are:

 

1. Lack of fitting security and upkeep of the complaint record in the system that make avenue for disappointment and control of information.

 

1. Lack of legitimate precise, concise data about the student implicit rules and character.

 

 

• Poor performance of the manual system may lead into the missing or exploitative of the complaint by the staff or any member of the management,

 

This is a circumstance where there is no avenue made for survey of the complaint. This

 

obstructs satisfactory upkeep of the system.

 

 

1. There is no system or database set up to screen transfer of complaint submitted on paper or as verbal representation

 

 

 

 

 

 

 

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• Aim and Objectives of the Study

 

 

The aim of this project is to design and implement a complaint management system. To achieve

 

this we shall be guided by the following specific objectives:

 

 

1. To evaluate the existing paper-based information of complaint management system.

 

1. To design web based complaint registration and appeal management system.

 

• To implement a new system called complaint management system for student Affair Division of Federal University of Technology Minna. With the use of HTML, JAVA and MYSQL.

 

 

• Significant of Study

 

 

The significance of this study is to serve better than the existing system which is highly manual and therefore difficult in terms of monitoring the complaint in the University, improve database and enhance effectiveness, efficiency and security of the system. It is also intended that the study will help in the development of a new and hopefully and standard better computer aided system.

 

The new system will save time, reduce improper handling of complaint system and also improve relationship between student, lecturer and management.

 

The system is expected to be easy as student can login their complaint anytime, staff and management also can equally response to student complaint in a more easy way.

 

 

 

 

 

 

 

 

 

 

 

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1.5  Scope of the Study

 

 

This study covers only the procedure for managing complaints in the Student Affair Division of Federal University of Technology Minna, Niger state.

 

The system is designed to be web-based. Design to help student login their complaint and request for management helps concern any complaints.

 

 

 

1.6  Limitation of study

 

 

Due to the scope of this project work as mention above, this project work is limited to Complaint management System. This application cannot process the penalties for anybody found being grieved or the punishment for any staff or student found being at fault of any complaints. Other limitations are following:

 

1. The application was developed to send notification to only the recipient email address and not mobile phone

 

1. ii. It does not provide the means of live communication between the complaint and the responder

 

iii. The system cannot work with other web application. This means it is not a web service oriented system.

 

 

 

 

 

 

 

 

 

 

 

 

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1.7  Operational Definition of Terms

 

 

1. Lecturer

 

A person who gives lectures, especially (British) as an occupation at a university or college of higher education. (dictionary.com)

 

1. College

 

A school or a division of a university that usually has its own dean and other administrators and whose faculty teaches and confers degrees in specific academic fields reserved (Microsoft Encarta 2009)

 

1. Academic

 

Designed for students who intend to study at a college after high school, or attending a school with such courses (Microsoft Encarta 2009)

 

1. Registration

 

The process of enrolling at a college or university, choosing courses, and paying fees at the beginning of an academic term (Microsoft Encarta 2009)

 

1. Staff

 

A particular group of employees within a company, institution, or organization (Microsoft Encarta 2009)

 

1. Complaint

 

The act of expressing discontent or unhappiness about a situation (Microsoft Encarta2009)

 

1. Appeal

 

Request by a complainant to have a matter heard and/or re-considered after receiving an unfavourable decision (Microsoft Encarta 2009)

 

 

 

 

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1. Procedure

 

An established or correct method of doing something (Microsoft Encarta 2009)

 

1. Tedious

 

Boring because of being long, monotonous, or repetitive (Microsoft Encarta 2009)

 

1. Monitoring

 

A school student who helps a teacher by being given a responsibility or special duty (Microsoft Encarta 2009)

 

1. Complaint

 

A problem or issue which has not been resolved through discussion and progresses to a written complaint (Microsoft Encarta 2009)

 

1. Discrimination

 

Unfair treatment of one person or group, usually because of prejudice about race, ethnicity, age, religion, or gender (Microsoft Encarta 2009)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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