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
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………………………………………51
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
CHAPTER ONE
1.0 INTRODUCTION
1.1 Background
of the Study
Customer
care is a crucial element of business success. Every time you have contact with
your customers you have an opportunity to improve your reputation with them and
increase the likelihood of further sales.
From your telephone
manner to the efficiency of your order-fulfillment systems, almost every aspect
of your business affects the way your customers view your business. There are
also specific programmes you can put in place to increase your level of
customer care.
This
guide outlines what customer care involves. It explains how you can use
customer contact, feedback and loyalty schemes to retain existing customers,
increase your sales to them and even win new customers. It also covers how to
prepare for receiving a customer complaint.
Customer
care involves putting systems in place to maximize your customers' satisfaction
with your business. It should be a prime consideration for every business -
your sales and profitability depends on keeping your customers happy.
Customer care is more
directly important in some roles than others. For receptionists, sales staff
and other employees in customer-facing roles, customer care should be a core
element of their job description and training, and a core criterion when you're
recruiting.
But don't neglect the
importance of customer care in other areas of your business. For instance, your
warehousing and dispatch departments may have minimal contact with your
customers - but their performance when fulfilling orders has a major impact on
customers' satisfaction with your business.
A huge
range of factors can contribute to customer satisfaction, but your customers -
both consumers and other businesses - are likely to take into account:
how well your product or service matches
customer needs the value for money you offer
your
efficiency and reliability in fulfilling orders
the professionalism, friendliness and
expertise of your employees how well you keep your customers informed
the after-sales service you provide
1.1
STATEMENT OF PROBLEM
Owing to:
(i)
The difficulties people face in transferring
information/data.
(ii)
Unwillingness
attitude of some Caritas University staff when checking their customers’
information.
(iii)
Fragile
nature of customers’ information.
(iv)
Difficulties
people encountered when checking their customers information
(v)
Time wasted in manual processing of students’
information.
(vi)
Important
nature of students’ information in the business world. The need arise for the
development of an online help desk to alleviate these problems.
1.2
PURPOSE OF STUDY
The main
purpose of this study is to put to an end the difficulties people encountered
when checking their customers information. This is actualized by designing
computerized CAMPUS ONLINE HELP DESK which is user friendly and interactive. By
the time this software is designed and implemented, the difficulties
encountered with manual method of checking customers’ information will be
eliminated.
1.3
SIGNIFICANCE
OF STUDY
With the
growth in information technology, the study offers numerous benefits to the
Caritas University and to any organization that deals on customers’
information.
Manual
method of checking customers’ information will no longer be there again because
it will be done by the computer with the help of the computerized CAMPUS ONLINE
HELP DESK.
Because
of the easy to use nature of the CAMPUS ONLINE HELP DESK, any organization can easily
buy it to make use of them.
1.4
AIMS AND OBJECTIVES
The aims and objectives of this project are
listed below:
To develop software called CAMPUS ONLINE HELP
DESK that will replace the manual method.
To develop, promote, and provide adequate and
efficiently CAMPUS
ONLINE HELP
DESK.
To maintain an efficient system of collection,
sorting and delivery of customers information.
To demonstrate increased motivation to the
Caritas University workers. To eliminate the error involved with the
manual method of checking customers’ information.
To save the time wasted with manual method of
checking customers’ information.
1.5
SCOPE OF
STUDY
This project work is
narrowed to Caritas University. It deals with the development of CAMPUS ONLINE
HELP DESK to help in the checking of customers’ information.
1.6
LIMITATION OF STUDY
Owing to the scope of this project work as
stated above, this project work is limited to CAMPUS ONLINE HELP DESK.
It is important to mention here that time was a major constraint in
the course of fact finding. It is also wise to mention here that some
information we need to work with was not collected because of the unwillingness
of the staff to review such information.
1.9
DEFINITION OF TERMS
Business: is a legally recognized organization designed
to provide goods,
services,
or both to consumers or
tertiary business in exchange for money.
Computer: A computer is a programmable machine that receives
input, stores and manipulates data, and
provides output in a useful format.
Customer: A customer (also known as a client, buyer,
or purchaser) is usually used to refer to a current or potential buyer
or user of the products of
an individual or organization,
called the supplier,
seller, or vendor.
Database: A database is a system intended to organize,
store, and retrieve large amounts of data easily.[1] It consists of an organized collection of data
for one or more uses, typically in digital form.
Report: Reports are often used to display the result
of an experiment, investigation, or inquiry.
Order: Confirmed request by one party to
another to buy,
sell, deliver,
or receive goods or
services under
specified terms and
conditions.
System: whole compounded of several parts or
members, system", literary "composition".
Is a set of interacting or interdependent system components forming
an integrated whole.
Information: is a
processed data.
Storage: is a device
for recording (storing) information (data)
Staff: a set of
people, such as the employees or
volunteers, within
an organization
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