Abstract
This project focuses on developing a computerized management information system (MIS) for MTN's customer care department, with the aim of improving customer service and simplifying the complaint process. The primary objective is to design a web-based customer care platform that replaces the existing manual system, thereby enhancing efficiency and reducing errors. The project involves reviewing and evaluating the current customer care system, designing software to manage the transition to a computerized system, and implementing a comprehensive plan to ensure successful deployment. The scope of the study is limited to creating an online platform and database for MTN's customer care, though it currently functions as a standalone application. The hardware requirements for the local server include an AMD E-350 processor, 320GB hard disk, and 2GB of RAM, while the software requirements include Windows OS, XAMPP, and a text editor. The platform development utilizes HTML, CSS, PHP, and JavaScript.
The project's design phase involved data collection through documentation inspection and interviews, and the analysis of this data informed the development process. The resulting platform features functionalities such as admin registration, customer complaint submission, complaint table management, secure login systems, and database storage. The software is expected to streamline customer care operations, making it easier for MTN staff to address customer issues without the need for physical office visits.
In conclusion, the project successfully developed a functional customer care platform for MTN, although there are areas for further improvement. Future enhancements could include setting various MySQL user privileges, developing a more feature-rich forum page, and implementing email notifications for officials regarding new complaints. Despite these limitations, the project achieves its goal of modernizing MTN's customer care system, ultimately benefiting both customers and staff by providing a more efficient and user-friendly platform.
TABLE OF CONTENTS
CHAPTER ONE
1.0 INTRODUCTION
1.1 Background Of The Study
1.2 Statement Of The Problem
1.3 Aim And Objectives
1.4 Significance Of The Study
1.5 Scope And Limitation Of The Study
1.6 Research Questions
1.7 Research Project Design
1.8 Methodology
1.9 Organization Of The Project
1.10 Definition Of Terms
CHAPTER TWO
LITERATURE REVIEW
2.0 Overview
2.1 Literature Review
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Research
3.2 Methodology
3.3 Introduction
3.4 Area Of Study
3.5 Population Of Study
3.6 Sample Size
3.7 Instruments Of Data Collection
3.7.1 Interview
3.7.2 Study Of Operational Documents
3.8 Computer Configuration
3.8.1 Hardware Requirements
3.8.2 Software Requirements
3.9 Web Content Analysis
3.9.1 Home Page
3.9.2 About
3.9.3 Contact
3.9.4 Submit Complain
3.10 Database Design
3.11.1 Output Specification
3.11.2 Register New Staff
3.11.3 Staff Login
3.12 Use Case Diagram
3.13 User Interface
CHAPTER FOUR
SYSTEM IMPLEMENTATION
4.1 Introduction
4.2 Database Analysis And Presentation
4.3 System Testing
4.4 Justification Of Choice Of Tools Used
4.4.1 Mysql
4.4.2 Php
4.4.3 Xampp
4.5 Database Development
4.5.1 Mtn
4.6 Overview Of The Various Web Pages
4.6.1 Home Page
4.6.2 About
4.6.3 Contact
4.6.4 Dashboard
4.6.4 Complains Page
4.6.5 Your Complain
4.6.7 Admin Signup
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary
5.2 Conclusion
5.3 Recommendations
References
CHAPTER ONE
1.0 INTRODUCTION
An Internet service provider (ISP) is an organization that provides services for accessing, using, or participating in the Internet. Internet service providers may be organized in various forms, such as commercial, community-owned, non-profit, or otherwise privately owned.
Internet services typically provided by ISPs include Internet access, Internet transit, domain name registration, web hosting, Use net service, and location.
The Internet (originally ARPANET) was developed as a network between government research laboratories and participating departments of universities. Other companies and organizations joined by direct connection to the backbone, or by arrangements through other connected companies, sometime using dialup tools such as UUCP. By the late 1980s, a process was set in place towards public, commercial use of the Internet. The remaining restrictions were removed by 1991, shortly after the introduction of the World Wide Web.
During the 1980s, online service providers such as CompuServe and America On Line (AOL) began to offer limited capabilities to access the Internet, such as e-mail interchange, but full access to the internet was not readily available to the general public.
In 1989, the first Internet service providers, companies offering the public direct access to the Internet for a monthly fee, were established in Australia and the United States. In Brookline, Massachusetts, The World became the first commercial ISP in the US. Its first customer was served in November 1989. These companies generally offered dial-up connections, using the public telephone network to provide last-mile connections to their customers. The barriers to entry for dial-up ISPs were low and many providers emerged.
However cable television companies and the telephone carriers already had wired connections to their customers and could offer Internet connections at much higher speeds than dial-up using broadband technology such as cable modems and digital subscriber line (DSL). As a result, these companies often became the dominant ISPs in their service areas, and what was once a highly competitive ISP market became effectively a monopoly or duopoly in countries with a commercial telecommunications market, such as the United States.
1.1 BACKGROUND OF THE STUDY
MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.
MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria.
Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever.
The company's digital microwave transmission backbone, the 3,400 Kilo metre Yello Bahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y'ello Bahn has significantly helped to enhance call quality on MTN network.
The company subsists on the core brand values of leadership, relationship, integrity, innovation and can-do. It prides itself on its ability to make the impossible possible, connecting people with friends, family and opportunities.
MTN Nigeria also recently expanded its network capacity to include a new numbering range with the prefix 0806, making MTN the first GSM network in Nigeria to have adopted an additional numbering system, having exhausted its initial subscriber numbering range - 0803.
In its resolve to enhance quality customer service, MTN Nigeria has also introduced a self-help toll-free 181 customer-care line through which subscribers can resolve their frequently asked questions free of charge.
1.2 STATEMENT OF THE PROBLEM
Despite the improvement in customer care in MTN, several problems or difficulties are still identified, such as:
1. Inaccurate computation of result due to manual method used in carrying out the computation.
2. There is no summary of customers that have complain.
3. Loss of data as a result of improper record keeping without backup.
4. Alteration of result by fraudulent staff.
5. Too many papers and documents are involved in the process. Etc.
6. Difficulty in record keeping.
7. Unnecessary data entry for instance during record entry, some vital information get missing.
8. Customers finds it difficult or inconvenient to know the MTN office, however, if it is online, it is easier and convenient because all the necessary information are outlined.
Therefore, these problems can be resolved by using online Customer Care platform.
1.3 AIM AND OBJECTIVES
The aim of this project work is to develop a web customer care platform for MTN, in order to improve the level of MTN customer care and also to simplify the method of complain to MTN. To achieve this aim, the following objectives stated below need to be met.
To design software that will be used to manage the old system of customer care in MTN.
To review and evaluate the current system of customer care in MTN.
To introduce a computerized system of maintaining customer care
To ensure a successful implementation plan and process for the system.
To ensure that error associated with manual are completely removed in the computerized system.
1.4 SIGNIFICANCE OF THE STUDY
By developing such a platform, it will make it easy for staff to take, manage, and keep track of customer’s record. Nowadays database has become an essential part of every profession, for it makes strong impact on the image of a given company or organization; a database developed for MTN customer care will therefore store the information of the customer submitted during his complain.
1.5 SCOPE AND LIMITATION OF THE STUDY
The scope of this project work is to cater for the online customer care for the MTN customer care department, i.e. creating a database and platform for the department. The limitation of the study is that it is only a standalone application.
1.6 RESEARCH QUESTIONS
How does the MTN keep track of customer’s Complain?
What are the procedure taken to keep track of the customer?
What are the problem encountered with the current way of tracking customer’s complain?
How long does it takes customer to write and submit complain?
How secured are the customers complain?
How fast can a customer’s complain be processed?
How will the new system be accessed? Etc
1.7 RESEARCH PROJECT DESIGN
The crucial aspect of any research work is data collection. Data collection is the method that involves the instruments and procedures for uncovering the information necessary for solving a problem. Nonetheless, the methods employed for the gathering of data in this research work were documentation, and the interviewing methods.
1. Documentation: It is a form of secondary research technique, which demands the researcher going to the library or organization based resource centers (offline and online) to search for pieces of information relating to the problem at hand. This instrument involved gathering information from secondary sources such as newspapers, magazines, textbooks, and past projects, and any relevant sources.
2. Interview: This technique is used for collecting information from respondents in a personal contact or in a conversational mode, one on one. It is used when a researcher wants to obtain reliable and valid information in the form of verbal responses from respondents in order to confirm or reject hypothesis and to gather relevant information.
1.8 METHODOLOGY
The following steps will be taken in order to meet objectives of this work
Conducting interview with some of the client of the MTN to aid gathering of adequate information required for designing and implementing ISP Costumer Care
A website will be design to meet the requirement identified during the interview
HTML, CSS and JavaScript will be used to design the users friendly interface
A database will be designed to store the users record
My SQL will be used as a database platform
PHP will be used as a server side scripting language to implement the computation of the functionality of the service provided at the server side.
1.9 ORGANIZATION OF THE PROJECT
Chapter1 is the project overview that is the introduction, motivations, objectives and significant of the project
Chapter2 focuses on literature review: that is the methods adopted for accomplishing the task, and the need for the platform.
Chapter3 focus on system analysis and design, the feasibility study, user analysis and requirement analysis for the proposed system and the site organization
Chapter4 is the system development and implementation section
Chapter5 summarized the whole project and also provide recommendation, and conclusions.
1.10 DEFINITION OF TERMS
The under listed terms are defined according to their usage in the project.
System Software: It is designed to the computer
Communication Control: It is the movement of data between paints in network can only be achieved through proper communication control.
Data Security: It is a physical protection of data
Operating Flow: It is about working ensuring smooth flow of operations
Computer System: It’s a device which accepts data in one form and processes it to provide information in another form.
Record: According to Talabi (2005) Record is information set down in writing, preserve in books, disc or magnetic storage for later use.
Record keeping: The acts of storing records for future use or references. (Talabi, 2005).
PHP: Is an acronym for (Hypertext Preprocessor). It is used to control the processing part of the program.
My SQL: Is an acronym which stands for (My Structured Query Language). It is used to create the backend of the portal (database).
HTML: is an acronym for Hypertext Markup Language. It is used for designing the front end of the portal.
CSS: Is an acronym for Cascading Style Sheet. It is use to apply effect and Styles to the portal.
XAMPP server: It is a relational database management system used for creating databases.
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