Complaints Handling with Evaluation System and Decision Support System

Complaints Handling with Evaluation System and Decision Support System

Problem

The main problem of the school is that they are still using the manual process of suggestion/complaint box which is very time consuming. The manual process is very difficult to track files of pending and implemented suggestions because they will have to check and read all stored files manually. Summarizing, sorting and analyzing of suggestions takes more time and sometimes they have problem reading suggestions because of the student’s handwriting.

To solve the issues presented, the respondents will proposed a web and mobile based Complaints Handling and Evaluation System with Decision Support. With this project, it will improve complaints management approach can help identify opportunities for improvement of an organization’s processes and products/services. It also helps eliminate the root cause of the complaints and stop problems from happening again, instead of just dealing with the complaints when the problem happens. In addition, dealing with a complaint in its early stages, avoiding escalations and problems eventually improve the organization’s reputation, customer satisfaction and loyalty.

System Details

The proposed project will be designed to handle the Complaints details without any difficulty & with a little bit of effort. As the work is one manually before, so it will be very time consuming & required a large efforts to maintain the files. By computerizing the system these files can be handled with a small effort & in less time. The chances of duplicity of complaints are negligible. The Customer Complaint Report can be generated easily by getting the information without any problem from all the related files. The package will be designed by using web/mobile based forms or UI concept there for it is very user friendly & easy to use.

Purpose and Description

A complaint system is a set of procedures used in organizations to assess, analyze and respond/address complaints and resolve disputes. It provides a way of solving the problems faced by the concerned individuals and facilitate feedbacks by saving time and effort. An evaluation system will be integrated to the said complaint system in order to rate (from poor to excellent) and identify teaching strengths and weaknesses of the faculty and staff, and evaluate the processes in the different offices of the institution and at the same time express the thoughts, feedbacks or comments of the students, parents and visitors.

The purpose of developing Complaints Handling and Evaluation System with Decision Support System will enable to help managed multiple tasks, easy to find the records of the complaints especially the previous and unsolved records. This system provides easy monitoring of the customers’ complaints, and it can generate monthly, quarterly and annual statistical reports. It can also provide a graphical chart that handles the past and present records per year.

Complaint Management System provides a way of solving the problems faced by the person involved by saving time and eradicate corruption, And The ability of providing many of the reports on the system, and add to Facilitate the process of submitting a complaint.

Objectives of the Study

This project aims to design and develop a Web and Mobile Based Complaints Handling and Evaluation System with Decision Support System

  • To design a system that will aid in submitting their suggestions with ease and for them to know if their suggestions are turned into action or not.
  • To design a system that will aid in reviewing, summarizing, analysing and sorting suggestions easily, with less effort, at high speed and generate reports of pending and implemented suggestions.
  • To provide company with an effective tool to identify and target problem areas, monitor complaints handling performance
  • To make business improvements.
  • To integrate evaluation system to the project
  • To provide a graphical reports that will serve as basis and help the administrators in decision making.

The software or development tools that we’re going to use in developing the system are the following:

Development Tools

For Web Development

Bootstrap – Bootstrap is a free and open-source front-end web framework for designing websites and web applications. It contains HTML- and CSS-based design templates for typography, forms, buttons, navigation and other interface components, as well as optional JavaScript extensions. Unlike many web frameworks, it concerns itself with front-end development only.

PHP – PHP (recursive acronym for PHP: Hypertext Preprocessor) is a widely-used open source general-purpose scripting language that is especially suited for web development and can be embedded into HTML.

MySQL – is an open-source relational database management system (RDBMS)

For Mobile Development

jQuery Mobile – jQuery Mobile is a HTML5-based user interface system designed to make responsive web sites and apps that are accessible on all smartphone, tablet and desktop devices.

Apache Cordova – Apache Cordova (formerly PhoneGap) is a popular mobile application development framework originally created by Nitobi. Adobe Systems purchased Nitobi in 2011, rebranded it as PhoneGap, and later released an open source version of the software called Apache Cordova. Apache Cordova enables software programmers to build applications for mobile devices using CSS3, HTML5, and JavaScript instead of relying on platform-specific APIs like those in Android, iOS, or Windows Phone.

System Flow

The Process of this Web and Mobile Based Complaints Management System will allow the respondents to post their question, reactions, recommendation and other types of complaints in an electronic manner via a kiosk or a mobile device. The inputs from the respondents will be then stored in a database, in this manner the records can be sorted and summarized in a less period of time.

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