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A Project Report
On
Complaint Management system
Submitted To: Submitted By:Mr.Mukesh Yadav Ankit ChaturvediMr.Ajit Jain B.Tech
Project In charge:
Mr.Rajesh Anand Mr.Arun Goyal(DGM Billing Dept) (Manager Billing Dept.)
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CERTIFICATE
This is to certify that the project titled Complaint
Management submitted by Ankit chaturvedi student of
B.tech electronics and communication Session 2007-11 of the
Centre is an authentic work carried out by him at MTS under
the supervision ofMr. Rajesh Anand and Mr. Arun Goyal in
partial fulfillment of the requirement for the degree of Bachelor
in Technology(B.Tech) .
Date :
DIRECTOR,
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DECLARATION
I, Ankit Chaturvedi hereby declare that the project entitled Complaint
Management which is being submitted in partial fulfillment of the
requirements for the awards of degree ofBachelor in Technology from the
UDML COLLEGE OF ENGINEERING,RTU KOTA is an own record carried
out by me under the supervision of Mr. Rajesh Anand and Mr. Arun
Goyal.
AnkitChaturvedi
B.Tech
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ACKNOWLEDGEMENTS
The satisfaction that accompanies the successful completion of any task
would be incomplete without the mention of people whose ceaseless
cooperation made it possible, whose constant guidance and encouragement
crown all efforts with success.
I offer my sincere thanks to the Director, UDML COLLEGE OF
ENGINEERING,RTU for his help in taking up the project work at
MTS,Jaipur.
I am thankful to Mr. Rajesh Anand and Mr. Arun Goyal for giving us
an opportunity to work in MTS as a part of the seventh semester of B.Tech
curriculum.
I am grateful to my project guide Mr. Ajit Jain and Mr. Mukesh Yadavfor the
guidance, inspiration and constructive suggestions that helped us in the
preparation and execution of this manuscript.
I am very much thankful to my teammate for their cooperation and sincere
interest during the course of this project that helped me to make this project
a success.
I am thankful to all teachers for their keen interest, guidance and
cooperation in lab in preparing, debugging and running of the program and
support in the development of my project.
I would also like to thank all my batch mates and friends who directly or
indirectly helped me in completion of this project work. I would also express
my thanks to colleagues and people who have helped in successful
completion of the project.
Ankit Chaturvedi
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PREFACE
Mother Nature has created everyone equal. It is the environment that
shapes a unique person, and it is these inculcated values in an
individual that shape his destiny. A well planned, properly monitored,executed & evaluated industrial training helps a lot in cultivating a
good work ethic and outlook.
Excellence is an attitude that the whole of the human race is born
with. It is the environment that makes sure that whether the result of this
attitude is visible or otherwise. The well planned, properly executed and
evaluated industrial training help a lot in including the good work culture. It
provides linkage between the student and industry in order to develop the
awareness of industrial approach to problem solving based on broad
understanding of process and mode of operation of an organization.
During this period, the students get their first real world experience on
working in an actual real world environs. Most of the theoretical knowledge
that they have gained during the course of their studies is put to test here.
Apart from this, the student gets an opportunity to learn the latest
technologies, and gain insights into the working of the system, which their
colleagues at work have, already experienced.
I had the opportunity to have this real practical experience, which increasedmy sphere of knowledge beyond theoretical realms. During the training
period I learned how an actual project evolves from inception to
maintenance, what problems may actually present them, how different
people have different set of expectations (often conflicting) from the same
things and how quality is ensured during the different stages of the Software
Development Life Cycle. And most of all I observed how team effort is
organized and integrated for the finished product to take shape.
And working among the experienced lot, I had but the best possible
exposure.
(Ankit Chaturvedi)
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MMEEAANNIINNGG
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Before Starting the project we should fully know about the
meaning of project. There are seven letters in the word
PROJECT each character has its own technical meaning.
Planning
This deal with the idea at thinking and which are
required for the project.
Resource
The money problem will be solved and resources from
which collected.
Operating
The procedure from which the getting job is prepared
in a systematic way is known as operation.
Joint effort
This is directly proper to a operation output is made
of several person working sincerely is known as JOINT EFFORT.
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Engineering
A well-educated engineer can do this work in a better
way to find out better result. Hence the project is as engineering
function.
Co-operation
To make the project successfully, it is necessary for its
success and completion of project.
Technique
It must as it gives a better shape. It is not possible to
complete the project without technique.
The project is a system that gives the systematic way
of planning and working.
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TABLE OF CONTENTS
1. Introduction
1.1 Purpose1.2 Scope1.3 Abbreviations1.4 References1.5 Technologies
2. Overall Description
2.1 Complaint management system
2.2 Software Interface
2.3 Hardware Interface
2.4 Communication Interface
2.5 Modules2.5.1 Customer Relationship Management
2.5.2 Data Management
2.6 Dataflow Diagram
2.7 ER Diagram
2.8 Database Design
2.9 Features
2.10 User Characteristics
2.11 Constraints
2.12 Assumption & Dependecies
3. Specific Requirements
3.1 Functional Requirements
3.2 Supplementary Requirements
4. Snapshots
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1) Introduction
1.1)Purpose:This project is designed to enhance the resolving capability of
complaints filed or registered through mails/calls. This project will
help operators to manage complaints received from calls/mails. Itwill help to keep vigilance on the operators.
It will be embedded with the existing software Telecompass used by
MTS.
TeleComPass is a comprehensive customer care and Billing for
Telecom services providers. TeleComPass has exhaustive module.
y Web based front endy Product packagesy Rate packagesy Telephone No. Seriesy Customer ordersy Rate calculationy Invoice generation and printingy Payment and adjustmentsy Inter-carrier billingy Basic customer carey Customer relationship managementy Instrument Inventory managementy Order managementy Mediation Enginey Subscriber and IUC rating Enginey MIS report editor
1.2) Scope:
A person can file a complaint or can ask a query.
y Reports under the section status will be categorised asprocessed, under processing, pending.
y The reports which have been left unattended will be taggedunder the time based section on the basis of the time since they
have been reported.
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y A proper database would be maintained for authority viewingmaking the system transparent. Any lethargy in the system
could be figured out.y It will make all possible efforts to minimize the paperwork to a
zero extent.
There would be separate logins for operators, engineers and a
central authorized administrator.y Manage all the account details such as user name, circle name,
task status, flow-up count, closed date, time and IDs of all the
clients and complaints from one central location.
y Activities like updating, creations done in the system by thesystem users will be maintained in the form of logs for auditing
and maintaining the integrity of the system.y A engineer/administrator can download the report at his will.
1.3) Abbreviations:
y HTML: Hypertext Mark-up Language is a mark-up language usedto design static web pages.
y HTTP: Hypertext Transfer Protocol is a transaction orientedclient/server protocol between web browser & a Web Server.
y JavaScript.y Oracle: Oracle Database is the database management system
that delivers a flexible and cost effective database platform to
build robust on demand business applications.
y Asp: active server pages.y HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL
(secure socket layer).
y TCP/IP: Transmission Control Protocol/Internet Protocol, thesuite of communication protocols used to connect hosts on theInternet. TCP/IP uses several protocols, the two main ones beingTCP and IP.
1.4) References:
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y IEEE SRS Formaty Problem Definition (Provided by MTS)
1.5) Technologies:
y Oracle: Databasey Visual Web Developer: Development Tooly IIS Server (For run Asp pages to run on Local host)
2) Overall Description
2.1) Project:
y This project is designed to enhance the resolving capability ofcomplaints filed or registered through mails/calls.
y This project will help operators to manage complaints receivedfrom calls/mails.
y There will be a single computer to act as the server, as well asseveral others to act as clients. These computers must beconnected to each other through a network.
y The system is also including backup utilities with timescheduling.
y It uses cryptography encryption and decryption for security.y The system uploads data on HTTP after compression. There is a
facility to coping file at Network.
2.2) Software Interface:
y Client on Internet: Web Browser, Operating System (any)y Client on Intranet: Client Software, Web Browser, Operating
System (any)y Web Server: IIS, Operating System (any)y Data Base Server: ORACLE, Operating System (any)y Development End: HTML, JavaScript, ORACLE, OS (Windows),
Web Server.
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2.3) Hardware Interface:
Client side
Processor RAM Disk Space
Mozilla FireFox Pentium II orhigher
64 MB or more 1 GB or more
Server side
Web sphere
application
serverV5.0
Pentium III or
higher512 MB or
more2 GB or more
DB2V8.1 Pentium III orhigher 512 MB 1 GB or more
2.4) Communication Interface:
y Client on Internet will be using HTTP/HTTPS protocol
2.5) Modules:
2.5.1. Customer Relationship Management
1.1 Clients complaint entry:When a person got any problem in the software/hardware he is usingor services provided to him, Supported by the company, he files a
complaint or a query regarding the problem. The details of
complaint/query are entered. This detail is filled in the database.
1.2 Scheduling:The clients problem which are complicated are added to schedule- thatis to be visited (Say as Pending queries). And the administrator wouldassign the complaint to engineer as per his specialization.
1.3 Viewing:The complaints which are scheduled are viewed by the assigned
personnel. The engineer should view each complaint within an hour
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and if he is unable to do so the complaint would be marked and a
warning message is displayed both on his as well as administrator's
window. The solution of customers problem is noticed. If the problemis not solved, it is added in the further schedule.
1.4 Categorization:
The complaints registered are classified firstly on the basis of theirarrival mode i.e. through mails/calls and secondly on the basis of their
status i.e.
y Processedy Under processingy Pending
2.5.2 Data Management
2.1 Cryptography:Here password is encrypted for security purpose. This encrypted data
will flow over the network. When the data is needed, it will bedecrypted to view the original content.
2.2 Compression:The data is compressed before send at HTTP Server or Network
copying.
2.3 Log file:It notifies the data uploaded, copied over network or compressed in atext file. And a daily report will be sent to the administrator at a fixed
time including all the details such as no of complaints arrived, solved,
pending etc.
2.4 HTTP upload:This module is setup on clients computer. It uploads backup of theirsystems database on the server.
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2.6 Data flow Diagram
Introduction
Data flow diagram can be used to provide a clear
representation of any business function. The technique starts with an
overall picture of the business and continues by analyzing each of the
functional areas of interest. This analysis carried out to precisely the
level of detail required. The technique exploits a method called top-
down expansion to conduct the analysis in a targeted way. The result
is a series of diagrams that represent the business activities in a way
that is clear and easy to communicate.
Diagram Notations
There are only five symbols that are used in the drawing of business
process diagrams (Data Flow Diagram). There are now explained,
together with the rules that apply to them.
External Entity:
Data Flow:
Process:
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Database:
The External Entity symbol represents sources of data to the system or
destinations of data from the system.
The Data Flow symbol represents movement of data.
The Data Store symbol represents data that is not moving (delayeddata at rest).
The Process symbol represents an activity that transforms or
manipulates the data (combines, reorders, converts, etc.).
Any system can be represented at any level of detail by these four
symbols. The DFD of the proposed project is shown below.
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ADM_LOGIN
USER
VERIFY
ACCOUNT
FILE
COMPLAINT
COMPLAINT-ID
ADMIN
Valid Account
Login/ password
(Existinguser)
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2.7 ER Diagram:
Also called an entity-relationship model, a graphical representation of
entities and their relationships to each other, typically used in computing in
regard to the organization of data within databases or information systems.
An entity is a piece of dataan object or concept about which data is stored.A relationship is how the data is shared between entities.
There are three basic elements in ER models:
Entities are the "things" about which we seek information. Entity isrepresent by a rectangle.
Attributes are the data we collect about the entities. Attribute isrepresenting by an oval shape.
Relationships provide the structure needed to draw information frommultiple entities. Relationship is represented by
There are three types of relationships between entities:
One-to-one: one instance of an entity (A) is associated with one other
instance of another entity (B).
One-to-many: one instance of an entity (A) is associated with zero, one ormany instances of another entity (B), but for one instance of entity B there
is only one instance of entity A.
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Many-to-many: one instance of an entity (A) is associated with one, zero
or many instances of another entity (B), and one instance of entity B is
associated with one, zero or many instances of entity A.
Before starting the ER diagram , the concept of strong entity, weak
entity etc are like this
A normal entity as described above is alternatively called a strong entity, in
that it can be uniquely defined by its attributes alone.
A weak entity is an entity that isn't uniquely identified by its own attributes,
and therefore includes one or more of its relationships into its primary key.
It is indicated by drawing the entity's rectangle, the diamonds of the
identifying relationships, and the connections to them, in bold or with doublelines. For example, in a work tracking database, if a task is co-identified by
the person to whom the task is assigned, and person is an entity, then task
is a weak entity.
Attributes in an ER model may be further described as multi-valued,
composite, or derived.
A multi-valued attribute, illustrated with a double-line ellipse, may have
more than one value for at least one instance of its entity. For example, apiece of software (where the entity is application) may have the multivalued
attribute "platform" because instances of that application may run on more
than one platform.
A composite attribute may itself contain two or more attributes and is
indicated as having contributing attributes of its own. For example,addresses can be composite attributes, composed of attributes such as
street address, city, and so forth.
A derived attribute is one whose value is entirely determined by other
information in the database; it is indicated by a dashed ellipse. For example,
if we have an employee database with an employee entity along with an age
attribute, the age attribute would be derived from a birth date attribute.
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FNAME USERS Login
PASSWORD TYPE
UNAME
OSSMNGTABLEOSS_SO
OSS_TASK_NO
OSS_DATE
LNAME
OSS_CLOSED_DATE
OSS_TASK_INITIATED_BY
OSS_ASSIGNEG_TO
OSS_CIRCLE_NAME
OSS_FLOW_UP
OSS_COME_FROM
OSS_CALL_TYPE
OSS_CALL_TYPE
OSS_CRDATE
OSS_TASK
OSS_REASON
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2.8 Database Design:
The general purpose of database is to handle information as an integratedform. A database is a collection of interrelated data, stored with minimum
redundancy. In database design, several objectives are considered.
Controlled redundancys unique aspect of database design is starting data
only once, which redundancy and improves performance.
Easy to learn and use Data independence Accuracy and integrity Privacy and security Performance improvement
A Database can be thought of as a set of logically related files organized tofacilitate access by one or more applications programs and to minimize the
data redundancy. Intact, a Database is defined as a stored collection of data,organized on the basis of relationships in the data rather than the
convenience of storage structures. It is not a replacement of files.
I have designed the database to eliminate the redundant data as much aspossible. The integration of the data files has been done with proper care.
Care has been taken to share the data among all users but some of the
database has been kept private beyond the display and manipulation of the
records.
I have designed the database to incorporate the changes, which takes placeeasily and quickly. Care has been taken to keep the use of data as simple as
possible. The cost of storing and retrieving the data has been kept
minimum by reducing the unnecessary space and repetition of the similar
data.
I have designed to provide accuracy and consistency in the data so that the
users are not confused and delayed by searching the unnecessary items.
I have also been very sharp in the matter of data security and prevent theaccess/retrieval of records or data by the unauthorized user. To stop access
and retrieval of data, a User Master table is created which saves the user
name user type, user description, roleand the Password of the memberuser.
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2.9 Features:
y This application can run on multiple systems in the company.y It is centralized system that the database is at server and applications
are at clients computer.
y If a record of a customer is being used by any user, it cannot be editedor deleted by any other user.
y System administrator can mail to all of their clients by Mass Mailing.y A new user can be added and his rights can be given dynamically by
System Administrator.
2.10) User Characteristics:
y User must be comfortable with working of computers and must have abasic idea of using internet and web browsing.
y Basic idea of English is must as UI is developed only in English.
2.11) Constraints:
y GUI is only in English.y Login and password is used for identification of all users (except
anonymous user who is not allowed to create a profile).
y This system is working for single server.
2.12) Assumption & Dependencies:
Assumptions:
Authorized account like Administrator, Employee, and Client can becreated only by the upper hierarchy.
Network is secure enough to prevent hacking of any private or personaldata on the server.
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Dependencies:
Server is highly dependent on number of users accessing the database at a
time. Thus we need to have a rigorous redundancy control check.
The server needs to work 24 X 7 hence we need to have backup energy
support. No loss of data in any form could be tolerated as the data is highlyimportant thus we need to have complete backup of all the data which is to
be appended frequently. The admin should be totally uninfluenced by any other body or personnel.
This might lead to total failure of the system. However even the admin is tobe constantly monitored.
3) Specific Requirements
3.1) Functional Requirements:
y It is necessary to have a clear understanding of the detailrequirements which we have tried to find out below. The new system
should be able to:
y Run this software only in Windows XP sp2 and above. Software to bedesign to get more detail report for Support / Engineers ability tosolve problem and more on Records of Software License Version -Type of Software etc.
y The data of client should be uploaded on the server for backuppurpose.
y A secure database will be designed to store the data where only theadministrator can add, remove or update. Only the administrator willhave the right to create or delete any user. The user can be a part of
administrator group or a regular user.
3.2) Supplementary Requirements:
y Tie the existing Web site into existing enterprise systemsy Provide good performance and the ability to scale the server The
Web Application Server should provide good performance and the
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ability to manage performance with techniques, such as support for
caching, clustering, and load balancing.
y Providing session management capability Web application developersshould not spend valuable time worrying about how to maintain
sessions within the application. The Web Application Server shouldprovide these services.
Application Area
The application of the proposed system is associated with various problems in theconventional manual system. These are
1. To do faster processing in the system.2. To fully utilize the available resources in the organization.3. To get updated information.4. To improvise the report generation job.5. To get the updated and faster details for the queries fired by the
management and operational staff.6. To secure the data in the organization.7. To maintain the privacy of the relevant data.8. To help the management in decision-making.9. To provide information to the management in taking various decision
and get the information about the organization progress.10.To store the data for long-term utilization.
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4)Snapshots
Client Login Form
This page act as login page for all type of users i.e.
y Clienty Employeey Administrator
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Client Inbox Form:-
This page is showing inbox of clients account listing all complaints/queries filed by
him along with other details.
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Client Complaint Form:-
This page represents the complaint form through which client will fill in the details
of the problem encountered.
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Employee Inbox Form:-
This page is employees inbox listing the details of complaints/queries filed by clientor say allotted to him as a task.
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Administrator Inbox Form:-
This page is administrator inbox page where he will find all thecomplaints/queries along with details and a search box from where he cansearch complaints.