Complaint Management System

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COMPLAINT MANAGEMENT SYSTEM

WAN NOR MUNIRAH BINTI WAN YUSOF

This Report Is Submitted In Partial Fulfillment of Requirement for the Bachelor

Degree of Electronic Engineering (Electronic Computer)

Faculty of Electronic Engineering & Computer Engineering University Technical

Malaysia Melaka

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UNIVERSTI TEKNIKAL MALAYSIA MELAKA

FAKULTI KEJURUTERAAN ELEKTRONIK DAN KEJURUTERAAN KOMPUTER

BORANG PENGESAHAN STATUS LAPORAN PROJEK SARJANA MUDA II

Tajuk Projek : COMPLAINT MANAGEMENT SYSTEM

Sesi

Pengajian : 2008/2009

Saya WAN NOR MUNIRAH BINTI WAN YUSOF

mengaku membenarkan Laporan Projek Sarjana Muda ini disimpan di Perpustakaan dengan syarat-syarat kegunaan seperti berikut:

1. Laporan adalah hakmilik Universiti Teknikal Malaysia Melaka.

2. Perpustakaan dibenarkan membuat salinan untuk tujuan pengajian sahaja.

3. Perpustakaan dibenarkan membuat salinan laporan ini sebagai bahan pertukaran antara institusi pengajian tinggi.

Sila tandakan ( √ ) :

SULIT*

(Mengandungi maklumat yang berdarjah keselamatan atau kepentingan Malaysia seperti yang termaktub di dalam AKTA RAHSIA RASMI 1972)

TERHAD* (Mengandungi maklumat terhad yang telah ditentukan oleh

organisasi/badan di mana penyelidikan dijalankan)

TIDAK TERHAD

Disahkan oleh:

(TANDATANGAN PENULIS)

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“I hereby declare that this thesis is the result of my own effort except as clearly stated its references”

Signature :

Name : WAN NOR MUNIRAH BINTI WAN YUSOF

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“I hereby declare that I have read this thesis and my opinion, it is suitable in term of scope and quality for the purpose of awarding a Bachelor Degree in Electronic

Engineering (Electronic Computer)”

Signature :

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ACKNOWLEDGEMENT

First and foremost, I would like to praise Allah because of the given strength to accomplish this project successfully. In preparing this thesis, I was in contact with many people, academicians, and practitioners. They have contributed towards my understanding and thoughts. In particular, I wish to express my sincere appreciation to my thesis supervisor, Puan Noor Mazlina Binti Mahmod, for encouragement, guidance, critics, advices and motivation. Without her continued support and interest, this thesis would not have been the same as presented here.

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ABSTRACT

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ABSTRAK

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TABLE OF CONTENTS

CHAPTER CONTENTS PAGE

PROJECT TITLE i

STATUS DECLARATION FORM ii

DECLARATION iii

DEDICATION iv

ACKNOWLEDGEMENT v

ABSTRACT vi

ABSTRAK vii

TABLE OF CONTENTS viii

LIST OF FIGURES xi

LIST OF TABLE xiii

LIST OF ABREVIATION xiv

1 INTRODUCTION 1

1.1 Introduction 1

1.2 Objective 2

1.3 Problem Statement 2

1.3.1 Specified of timetable the office hour 2

1.3.2 Redundancy of the Complaint 3

1.3.3 Data loss 3

1.3.4 Difficult to view list of Complaint 3

1.4 Scope 3

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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

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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

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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

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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

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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

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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

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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

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CHAPTER I

INTRODUCTION

1.1 Introduction

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1.2Objective

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.

1.3Problem Statement

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

hour.

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1.3.2 Redundancy of The Complaint

Every present complaint will be record by the FKEKK Department into the logbook, which concludes the information needs such as the customer name, the date reported. There are not providing with the specific database, which facilities the staff to enter the complaint’s detail directly to the database provided

1.3.3 Data loss

By using this previous system, the probability for data loss is very high. If the files loss, so the data also will be lost. If this situation happens, so it will bring some problems to get the data. In some cases, some files going to damage after certain period especially for files which open for a few last years

1.3.4 Difficult to view list of Complaint

When the administration wanted to see listing of complaint, the department need to check the complaint first and then prepared the list. Certainly, it will take time and only wasting the time.

1.4 Scope

1. To design and developed system to record complaint made by staffs, students and visitors of FKEKK.

2. To design 2 interface and operation . a) User

i. Staff, student and visitor. ii. Admin.

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4 b) Operating Location and Availability

i. This system operates via internet.

ii. Since the system is a web- based system, hence it is platform independence, support multiple computer platforms.

c) System Functionally

i. Allow user (i.e staff, student and visitor) to input complaint through e-form.

ii. Admin to handle the administration of over the web. Currently it create, receive and solve the complaint, drop database, create/drop/alter table ,delete/edit/add fields ,execute any SQL statement, manage keys on field ,manage privileges, export data info various format and is available

1.5 Project Methodology

This project make based on studies which does. Where, previously method to make and check complaint make manually. Connection with that a software use PHP [1] wake to Department of FKEKK .the software such as PHP, Dream weaver 8[2], HeidiSQL [3], Xampp [4] and Adobe Photoshop [6] selected because it is that most popular used extensively currently

Reference materials very important to make comparison deep produce this project. Factual information acquired, good design software can build to improve the quality and work efficiency

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1.5.1 Entire Report Structural of Subject

i. Introduction

ii. Background Research and Literature Review iii. Methodology

iv. Result and Discussion v. Conclusion and suggestion

1.6 Chapter Summary

This chapter has covered about the introduction of the project including the problem background, problem statement, objective and scope of the project. An investigation has been done to define those terms that have been mentioned above. This project is done some literature reviews from some resources such as internet, books, conferences and journal.

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CHAPTER II

LITERATURE REVIEW

2.1 Introduction

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2.2 Background Research

In this background research [7], the observation is done on the student problem, what are the problem and the role played by the parent to curve this problem. Case study that has been done also reviewed. It is purpose to ensure that the function implement all arising matter into the system .As for this project, the main information sources for the system analysis were reference books, internet surfing, interview and discussion with supervisor.

2.2.1 Internet Surfing

Through the internet site visit, some idea collected from the similar system. To gather the system information, a survey conducted with a complete site of existing Complaint Management System website. Computer journals and reference books are also good sources of information.

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2.2.2 Books and References

Books and references are used to get the information that needed to complete the project documentation such as project methodology. Other than that, it serves as a guide to understand more on the concept and the behavior of the to-be built in system. Book concerning with psychology aspect is also reviewed to understand the student psychological needs and behaviors.

2.2.3 Informal Interview

The personal interview is generally recognized the most important and most often used fact-finding technique. To collect the information and identify system requirements, an informal interview had conducted with UTeM Community such as students, staffs, parent and etc. as the end user. This helps in find facts, verify facts, clarify facts and solicit ideas and options.

2.2.4 Discussion with Supervisor