Design and Implementation of Campus Online Help Desk Information System.
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
1.0 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 ANDANALYSIS 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 OBJECTIVESOF 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
5.1 SUMMARY……61
5.2 CONCLUSION…………….62
5.3 RECOMMENDATIONS……64
REFERENCES…………….65
APPENDICES ………66
INTRODUCTION
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.
REFERENCE
Dall, M. (2004).Winning the War against Customer Disservice. London:
Macmillan Publisher. Govond, S. (2005).Customer Information System. London: Anshan Publishers.
Paul, M. (1998).Sales Process Engineering.Texas: Mark publisher.
Peppers, k. (2008).Rules to Follow and Laws to Break. England: Standard Press.
Peter, S. (1999).Credit Management System. Texas: Mark Publisher.
Phil, S. (2002).Customers’ Relationship Management. New York: HBR Publication.
Solomon, M. (2010).Seven Keys to Building Customer Loyalty and Company Profit. New York: Fast CompanyPress.
Turban, E. (2002).A Managerial Perspective. New York: Prentice Hall
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