CHAPTER 1

INTRODUCTION

1.1 OVERVIEW

The project is an web based system which is is designed to

provide the various services to the users. Manager receives

the various requests from the users and the admin has to

respond the user’s request. This system’s front screen

designed with HTML and CSS. The system is designed by

keeping in view the various activities that are performed at

internal complaint management system.

1.2 MOTIVATION

Online complaint management system provides an

online way of solving problems faced by students by saving

time way an eradicate corruption. The ability of providing

many of the reports on the system, and add to be facilitate

the process of submitting a complaint.

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1.3 PROBLEM STATEMENT

Generally students are struggled for finding where to

complaint about the problem to mention. It will take time to

solve by the main authorities. In this system they can easily

complaint to the high authorities and know the information

to solve .

1.4 GOALS AND OBJECTIVES

1. To make complaints easier to coordinate, track and solve.

2. To provide company with an effective tool to identify and

problem areas, monitor complaints handling performance

3. To make students improvements.

4. Stability and operability by people of average intelligence.

5. Enhancement in the completion of work within the

constraints of time.

1.5 SCOPE AND APPLICATIONS

Providing accessibility to all users of the system who have a

valid username and password.

This policy applies to all complaints made by the student or

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other systems , facilities or services provided by the

students.

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 CHAPTER 2

LITERATURE SURVEY

2.1 INTRODUCTION

COMPLAINT SYSTEM PROJECT ON MERLIN STONE

He is Head of Research at The Customer Framework. He is a

leading expert in customer management, including strategies
and tactics for customer recruitment, retention and development
and has been a leading contributor to the development of the
customer management assessment methodologies for which
The Customer Framework is best known. He is author or co-
author of many articles and 30 books on customer management.

COMPLAINT MANAGEMENT SYSTEM ON ROWE PROJECT

Many authors extended the work of Berenbeim, Rowe, and

Rowe and Baker, on the topic of internal complaint systems.
They included: Douglas M. McCabe, William J. Ury, Jeanne
M. Brett, and Stephen B. Goldberg. Cathy Costantino and
Cristina S Merchant, and Karl A. Slaikeu and Ralph H. Hasson
extensively explored issues of designing conflict management
systems. The concept of an integrated conflict management
system was conceived and developed by Mary Rowe, in
numerous articles in the 1980s and 1990s. She saw the need to
offer options for complainants and therefore a linked system of
choices within an organizational system. The idea of a systems

4
 approach has endured well. In recent years however, there has
been discussion as to whether conflict should be "managed" by
the organization—or whether the goal is to understand, deal
with and learn from conflict. There is also concern about
practical and theoretical issues in "integrating" a system, with
some observers preferring the idea of "coordinating" a conflict
system. However 2012 research by David Lipsky et al.,
suggests that an increasing number of corporations see
themselves as having "integrated conflict management
systems," or "ICMS."

2.2 RELATED WORKS/APPS OR EXISTING SYSTEM:

• In the existing system the people must go to the officer for kind of help.

• The user can post their problems but cannot get the details of the

problem and some other services. This system doesn’t have much

popularity

• See all complaints details and is not user friendly.

• The system will show all complaints details in public login.

COMPLAINT DEPARTMENT

• Complaint id

• Complaint date

• Complaints registered id

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 • Complaints details

• Vote for complaints

• Response for complaints

• Complaint status

2.3 LIMITATIONS/DRAWBACKS OF THE EXISTING SYSTEM:

• No quick data searching facility for useful Information

Employee manually search data about complaints ,which they

required to process or in the case of information

• No proper management of information

Data and useful application details are capped in physical file

,which itself are stored in data /record room. Record has most of file of

different department.

• Redundancy in data

There are possible to one complaint checked by one or more

employee and same status reported by them. So there is possibility to

data redundancy.

• Possibility of loss complaint record

All complaints handled manually. So, there is possibility to loss of

complaints record because of transferring complaints record between

different physical levels and also inattention of employess.

• Time consulting problem

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 There is no proper management procedure for a complaint inquiry

for people.

• Lots of paper work

For single complaints, many documents are need to be created

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 CHAPTER 3

SYSTEM DESIGN

3.1 System Architecture:

8
3.2 Data Flow Diagram

9
3.2 Use Case Diagram

10
11
12
3.4 Entity Relationship Diagram

13
3.5 Overall Description

14
3.6 Data Dictionary

Requirement Description
ID

F1 Registration of people

F.2 Registration of complaints

F.3 Status of complaints

F.3.1 Tracking complaints

F.3.2 Vote for complaints

F.4 Responds for complaints

Functionalities:
Requirement Id F.2 Registration of
and Name complaints
Description
Input Giving complaints
Output People comfort
Action Solving complaints
Precondition Every Dlps operator
should login and check
the problems
Postcondition The problem page will
be displayed

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Requirement Id and Name F1.1 Registration of people
Description
Input Giving their information
Output Creating an account
Action Discussing and solving the people problems
Precondition Each user must have a valid id and password
Postcondition Home page will be displayed

Requirement Id and Name F.3 Status of all complaints

Description
Input No. of complaints
Output Complaints to be solved
Action -
Precondition The Dips should login and take the request
from the citizen
Postcondition The operator should update the possible
information

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 CHAPTER 4

SYSTEM REQUIREMENTS

Platform forms the foundation on which the architecture, design, and

implementation of a product is built. &system specification defines the full

functionality of the system. In many systems we work some functionality

performed in hardware and in software. System specification documents

thus be defined as requirement’s documentation that formally specifies the

system level requirements of an application. This application developed in

windows platform.

HARDWARE REQUIREMENT

Processor : Intel Core Duo 2.0 GHz or more

RAM : 2 GB or More

Hard disk : 80GB or more

SOFTWARE REQUIREMENT

Front End : HTML

Back End : MS Sql Server

Operation System : Windows 10

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 CHAPTER 5

RESULT AND ANALYSIS

5.1 RESULT

When the system is in use, in the best case connectivity scenario, the

time taken from the system. In other scenario, where the connectivity

is average to poor , it take time to make a complaints from the

users.This system’s front screen designed with HTML and CSS.

Application server uses the both IIS 6.0 for the business process.

5.2 ANALYSIS

The system has the benefits of easy access because it is be

developed as a platform independent web application, so the admin
can maintain a proper contact with their users, which may be access
anywhere . All communications between the client/user and
administrator has done through the online, so this communication
cost also be reduced.

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 CHAPTER 6

CONCLUSION AND FUTURE WORK

6.1 CONCLUSION

The system has the benefits of easy access because it is be

developed as a platform independent web application, so the admin

can maintain a proper contact with their users, which may be access

anywhere.All communications between the user and administrator

has done through the online, so this communication cost also be

reduced.

6.2 FUTURE WORK

This system is found tested and examined for its successful

processing. Future change in the environment or processing can be

easily adopted by having simple change in coding. It is very user

friendly, cost effective, feature rich and it provides very high level of

security. It protects the unauthorized users. Moreover, the system

coding is so well designed that new operations can be easily

incorporated without much modification.A facility to inform through

SMS or Email on landing of the consignment can be added in future.

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 REFERENCES

TechNews : http://profit.ndtv.com/news/industries/article-

smartphone-makers-dial-up-growth-in-India accessed sept 2014

K. Coussement and D. Van den Poel, "Improving customer

complaint management by automatic email classification using

linguistic style features as predictors," Decision Support Systems,

vol. 44, pp. 870-882, 2008.

Trupti Bomble Int. Journal of Engineering Research and

Applications android Based Complaint Management System For

Municipal.ISSN:22489622,vol.5,issue 4,(part-3),April 2015,pp64-

636.

Anuj bhardwaj. b ,arul murugan k, Mr.Ramkrishnan,” Android

based regulatory complaint system”, International Journal of

Scientific Research in Science, Engineering and Technology,

IJSRSET

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 APPENDIX

A. CODE SNIPPETS

DOCUMENTATION CODE:

1.

<!DOCTYPE html>

<html>

<head>

<title>

new user for OCMSHS

</title>

<link rel="stylesheet" href="regi.css">

</head>

<style>

body

background-color:blueviolet

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}

</style>

<form name="frm" action="registerdb.php" method="post">

<h1>Registeration for new User:</h1>

<br>NOTE:<b>*</b>- manitory<hr id="hr">

<center><table id="signup_table">

<tr>

<td>First Name:<b>*</b></td>

<td><input type="text" name="fname"></td>

</tr>

<tr>

<td>Last Name:<b>*</b></td>

<td><input type="text" required name="lname"></td>

</tr>

<tr>

<td>Username:<b>*</b></td>

<td><input type="text" required name="uname"></td>

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</tr>

<tr>

<td>Email Id:<b>*</b></td>

<td><input type="email" reqired name="email"></td>

</tr>

<tr>

<td>Date Of Birth:<b>*</b></td>

<td><input type="date" required name="dob"></td>

</tr>

<tr>

<td>Address:<b>*</b></td>

<td><textarea type="address" name='address'></textarea></td>

</tr>

<tr>

<td>Gender</td>

<td><input type='text' name='gender'></td>

</tr>

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<tr>

<td>Mobile Number:<b>*</b></td>

<td><input type="text" name="number"></td>

</tr>

<tr>

<td>Create Password :<b>*</b></td>

<td><input type="password" required name="pass1"></td>

</tr>

<tr>

<td>conform Password :<b>*</b></td>

<td><input type="password" required name="pass2"></td>

</tr>

<tr>

<td><input type="submit" name="submit" id="smt"

value="submit"></td>

<td><input type="reset" name="reset" id="smt"

value="reset"></td>

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</tr>

</table></center>

</form>

</body>

</html>

2.

<!DOCTYPE html>

<html>

<head>

<link rel="stylesheet" href="login.css">

</head>

<body background="image2.jpg">
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<fieldset id="signin_fieldset">

<form method="post" action="logindb.php">

<table id="signin_table">

<tr>

<td><center>email</center></td>

<td><input type="email" name="email"></td>

</tr>

<tr>

<td><center>password</center></td>

<td><input type="password" name="pass"></td>

</tr>

<tr>

<td><center><input type="submit" value="login" id="smt"

name="submit"></center></td>

</tr>

<tr>

<td><center><a href="forget_pass.php">forget

password?</a></center></td>

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</tr>

</table>

</form>

</html>

</fieldset>

</body>

3
<!DOCTYPE html>

<html>

<head>

<link rel="stylesheet" href="css/public_user.css">

</head>

<body>
27
<form action="#" method="post">

<table width="600" border="0" align="center" cellpadding="5"

cellspacing="1" bgcolor="#336699" id="make_table" >

<tr >

<td>:: Make Complains ::</td>

</tr>

<tr>

<td ><div align="center"></div>

<table width="100%" border="0" cellpadding="2" cellspacing="1" ><tr

align="center">

<td colspan="2">&nbsp;</td>

</tr>

<tr >

<td >&nbsp;Complain Type </td>

<td >

<select name="compType" >

<option >--Select--</option>

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<option value="hardware">Hardware Failure

/Replacement</option><option value="software">

Software Installation /Upgradation</option>

<option value="network">Netword / LAN / Internet Problem</option>

</select></tr>

<tr >

<td >&nbsp;Complain Title </td>

<td ><input name="compTitle" type="text" value="" size="50"

maxlength="100" /></td></tr>

<tr >

<td valign="top">&nbsp;Complain Description .</td><td ><textarea

cols="50" rows="6" ></textarea></td>

</tr>

<tr>

<td width="200">&nbsp;</td>

<td width="372">&nbsp;</td>

</tr>

<tr>

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<td>Your Detail:</td>

</tr>

<tr>

<td>Name:</td>

<td><input type="text" size="50" maxlength="100" /></td>

</tr>

<tr>

<td>Email Id:</td>

<td><input type="email" size="50" maxlength="100" /></td>

</tr>

<tr>

<td>Address:</td>

<td><textarea></textarea></td>

</tr>

<td>&nbsp;</td>

<td><input name="" type="submit" value=" Make Complain "

id="smt"></td></tr>

</table></td>
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</tr>

</table>

</form>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

</body>

</html>

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4.
<html>
<head>
<link rel="stylesheet" href="css/public_user.css"></head>
<body>
<center>
<form action="#" method="post">
<table width="600" border="0" align="center" cellpadding="5"
cellspacing="1" bgcolor="#336699" id="make_table" >
<tr >
<td>:: Status Of Your Complains ::</td>
</tr>
<tr>
<td ><div align="center"></div>
<table width="100%" border="0" cellpadding="2" cellspacing="1" >
<tr align="center">
<td colspan="2">&nbsp;</td>
</tr>
<tr >
<td >&nbsp;Complain Type </td>
<td >
<select name="compType" >
<option >--Select--</option>
<option value="hardware">Hardware Failure /Replacement</option>
<option value="software">Software Installation /Upgradation</option>
<option value="network">Netword / LAN / InternetProblem</option>
</select></tr>
</table></td>
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</tr>
</table>
<br><br>
<table width="600" border="0" align="center" cellpadding="5"
cellspacing="1" bgcolor="#336699" id="make_table" >
<tr>
<thcolspan="4"><h3>Registered complaints<h3></th>
</tr>
<tr>
<th>S no:</th>
<th>Complaint title:</th>
<th>Engineer Details:</th>
<th>Status:</th>
</tr>
</table>
</form>
</center>
</body>
</html>

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34
B. SAMPLE SCREENSHOTS:

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37
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