DESIGN AND IMPLEMENTATION OF COMPLAINT MANAGEMENT SYSTEM FOR UNIVERSITY STUDENT: A CASE STUDY OF NATIONAL OPEN UNIVERSITY, ASABA
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 PHP programming language for server side program.
TABLE OF CONTENTS
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
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
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 PHP 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
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
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
CHAPTER ONE
INTRODUCTION
1.1 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 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).
1.2 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:
i. Lack of fitting security and upkeep of the complaint record in the system that make avenue for disappointment and control of information.
ii. Lack of legitimate precise, concise data about the student implicit rules and character.
iii. 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.
iv. There is no system or database set up to screen transfer of complaint submitted on paper or as verbal representation
1.3 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:
i. To evaluate the existing paper-based information of complaint management system.
ii. To design web based complaint registration and appeal management system.
iii. 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.
1.4 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.
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:
i. The application was developed to send notification to only the recipient email address and not mobile phone
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.
1.7 Operational Definition of Terms
a. Lecturer
A person who gives lectures, especially (British) as an occupation at a university or college of higher education. (dictionary.com)
b. 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)
c. Academic
Designed for students who intend to study at a college after high school, or attending a school with such courses (Microsoft Encarta 2009)
d. 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)
e. Staff
A particular group of employees within a company, institution, or organization (Microsoft Encarta 2009)
f. Complaint
The act of expressing discontent or unhappiness about a situation (Microsoft Encarta2009)
g. Appeal
Request by a complainant to have a matter heard and/or re-considered after receiving an unfavourable decision (Microsoft Encarta 2009)
h. Procedure
An established or correct method of doing something (Microsoft Encarta 2009)
i. Tedious
Boring because of being long, monotonous, or repetitive (Microsoft Encarta 2009)
j. Monitoring
A school student who helps a teacher by being given a responsibility or special duty (Microsoft Encarta 2009)
k. Complaint
A problem or issue which has not been resolved through discussion and progresses to a written complaint (Microsoft Encarta 2009)
l. Discrimination
Unfair treatment of one person or group, usually because of prejudice about race, ethnicity, age, religion, or gender (Microsoft Encarta 2009)
