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.
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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
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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
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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
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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
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CHAPTER ONE
1.0 INTRODUCTION
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.
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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.
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(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.
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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.
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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.
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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