ABSTRACT
The abstract of the project is now the online help desk information system has eased the general public who wish to make there enquires, log complaints, make a suggestion. These incidents vary significantly in type and urgency and require the attention of officials (hereafter referred to as ‘users’) within one or more Public Sector entities. The Campus online help desk has a Human Resource System with a single purpose of maintaining sensitive information that is required for a few key employees outside of HR. The Campus online help desk is a major change to the way thing is currently done. Using the Campus online help desk must be a Company Directive otherwise it will never be fully implemented. In other to achieve the best out of this work, Html,PHp, javascript was used for the design of the web-based program.
TABLE OF CONTENTS
Page No.
COVER PAGE
LOGO
TITLE PAGE……………………………………………………………………………i
APPROVAL PAGE……………………………………………………………………..ii
CERTIFICATION PAGE ………………………………………………………………iii
DEDICATION
ACKNOWLEDEMENT ………………………………………………iv
ABSTRACT……………………………………………………………………………..v
TABLE OF CONTENT…………………………………………………………………vii
CHAPTER ONE ………………………………………………………………………1
1.0 INTRODUCTION……………………………………………………………….1
1.1 STATEMENT OF THE PROBLEM ……………………………………………2
1.2 PURPOSE OF STUDY………………………………………………………….3
1.3 SIGNIFICANCE OF STUDY:……………………………………………….…..3
1.4 AIMS AND OBJECTIVES…………………………………………………..…..4
1.5 SCOPE OF STUDY…………………………………………………………..….5
1.6 LIMITATION OF STUDY:……………………………………………………...5
1.7 DEFINITION OF TERMS ………………………………………………………5
CHAPTER TWO
2.0 LITERATURE REVIEW……………………………………………………..….7
2.1 CUSTOMER SERVICE………………………………………………………..…7
2.3 MANAGE YOUR CUSTOMER INFORMATION………………………………12
2.4 MEASURE YOUR CUSTOMER SERVICE LEVEL…………………………….12
2.5 CUSTOMER FEEBACK AND CUSTOMER PROGRAMMES…………………..15
2.6 CUSTOMER LOYALTY SCHEMES……………………………………………..15
2.7 USE CUSTOMER CARE TO INCREASE SALES………………………………..16
2.8 HOW TO DEAL WITH CUSTOMER COMPLAINTS…………………………..18
CHAPTER THREE
3.0 METHODOLOGY AND ANALYSIS OF THE EXISTING SYSTEM………………20
3.1 RESEARCH METHODOLOGY…………………………………………………20
3.1.1 OBJECT-ORIENTED ANALYSIS AND DESIGN ………………………………21
3.1.2 STRUCTURE SYSTEM ANALYSIS AND DESIGN METHODOLOGY………23
3.1.3 EXTREME PROGRAMMING…………………………………………………….24
3.1.4 COMPUTER AIDED SOFTWARE ENGINEERING …………………………….26
3.1.5 PROTOTYPING …………………………………………………………………..28
3.1.6 METHODOLOGY ADOPTED IN RESEARCH…………………………………30
3.1.6.1 FEASIBILITY STUDY STEP: 0…………………………………………………30
3.1.6.2 REQUIRMENT ANALYSIS STEP 1 AND 2……………………………………..34
3.1.6.3 REQUREMENT SPECIFICATION STEP 3………………………………………36
3.1.6.4 LOGICAL SYSTEM SPECIFICATION STEP 4 & 5……………………………37
3.1.6.5 PHYSICAL DESIGN STEP 6…………………………………………………….39
3.2. ANALYSIS OF THE EXISTING SYSTEM……………………………………….40
3.3 OBJECTIVES OF THE EXISTING SYSTEM…………………………………….41
3.4 ORGANIZATIONAL STRUCTURE……………………………………………..42
3.5 INPUT ANALYSIS……………………………………………………………….43
3.6 OUTPUT ANALYSIS……………………………………………………………43
3.7 PROCESS ANALYSIS……………………………………………………………44
3.8. DATA FLOW DIAGRAM…………………………………………………………44
3.9 PROBLEMS OF THE EXISTING SYSTEM…………………………………...45
3.10 JUSTIFICATION FOR THE NEW SYSTEM……………………………………..46
CHAPTER FOUR
4.1 DESIGN OF THE NEW SYSTEM……………………………………………47
4.2 OUTPUT SPECIFICATION AND DESIGN…………………………………..47
4.3 INPUT SPECIFICATION AND DESIGN………………………………………….47
4.4 FILE DESIGN……………………………………………………………………..49
4.5 PROCEDURE CHART……………………………………………………………50
4.6 SYSTEM FLOW CHART………………………………………………………52
4.7 SYSTEM REQUIREMENTS………………………………………………………52
4.8 PROGRAM DESIGN …………………………………………………………….52
4.9 PROGRAM FLOW CHART………………………………………………………53
4.10 PSEUDO CODE…………………………………………………………………….54
4.11 CHIOCE OF PROGRAMME LANGUAGE:……………………………………..59
4.12 SOURCE OF PROGRAM LISTING……………………………………………...59
4.13 TEST DATA………………………………………………………………………59
4.14 SAMPLE REPORT……………………………………………………………….59
4.15 DOCUMENTATION………………………………………………………………59
4.16 PROGRAM DOCUMENTATION………………………………………………..60
CHAPTER FIVE
SUMMARY,CONCLUSION AND RECOMMENDATIONS…………………………61
5.1 SUMMARY………………………………………………………………………..61
5.2 CONCLUSION…………………………………………………………………….62
5.3 RECOMMENDATIONS……………………………………..……………………64
REFERENCES…………………………………………………………………………….65
APPENDICES ……………………………………………………………………………66
APPENDIX I: LOGIN…………………………………………………………………….67
APPENDIX II: CREATE AN ACCOUNT……………………………………………….68
APPENDIX III: CONGRATULATION PAGE…………………………………………..69
APPENDIX IV: DOWNLOAD PAGE……………………………………………………70
