This project is being done as a partial fulfillment of the B. tech.

This project is divided into

three stages: -

 Analysis and Feasibility study

 Designing and Coding
 Implementation and Post implementation.

1.1 Objective

The main idea for developing this project is to replace existing manual customer service
with a computerized customer service system in a telecommunication company.

In order to provide better customer support for any telecom company customer support
system should be effective. This system will increase company reputation by providing
better services and request feedback from customers. As we know customers are key for
identifying problems.

1.2 Problem Description

Introducing Customer Complaint system in to any organization can improve their

services like.

 Handling complaints from customer in a better way.

 No chance of duplicate complaints.
 Can provide standard services for a community.
 Decision making at administrative level will be of higher standards.

Benefits of Using a Feedback Process

There are several benefits of implementing a feedback process:

 An effective feedback process gives you the data that you need to create real,
lasting improvement. Team morale, product quality, and an organization's
reputation may all improve as a result.

3
  A good process helps organizations act on the feedback that they receive. This,
in turn, can create a strong bond between the organization, and its employees
and customers.

A front end

Depending on the type of interface (Graphical), the front end handles the display

accordingly. This part will run on PC and provide the input output capabilities. The Front

End is J2EE.

A back end

Irrespective of the type of front end, backend provides a base to the commands executed at

front end. The Back End is MYSQL.

Connection between front end and backend

The connectivity between the two is established by mysql database and in this case, since

the backend is MYSQL, it provide a connectivity between J2EE and MYSQL.

4
2.1 INTRODUCTION

When the request for the software is made, the first system activity the preliminary
investigation begins. This activity has three parts:

 Request clarification

 Feasible Study

 Request approval

Request clarification:

Many requests from management in the project are not clearly defined. Therefore, it
becomes necessary that registration request must be examined and clarified properly before
considering investigation.

Feasible Study:

The feasibility study is carried out by a small group of people who are familiar with all
information of the Sigma project, understand the parts of the business or organization that
will be involved or affected by the project, and are skilled in the system analysis and design
process.

Request Approval:

It is not necessary that all request projects are desirable or feasible. However, those projects
that are feasible and desirable should be put into a schedule. In some cases, development
can start immediately, although usually system staff members are busy on other ongoing
projects. After a project request is approved, its cost, priority, completion time and personal
requirements are estimated and used to determine where to add it to any existing project
list.

Later on, when the other projects have been completed, the proposed application
development can be initiate.

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2.2 FEASIBILITY STUDY

Meaning of Feasibility Study

A feasibility study is conducted to select the best system that meets performance
requirement. This entails an identification description, an evaluation of candidate system
and the selection of best system for the job. The system required performance is defined
by a statement of constraints, the identification of specific system objective and a
description of outputs.

A feasibility study is defined as an evaluation or analysis of the potential impact of a

proposed project. A feasibility study is conducted to assist decision makers in or
determining whether or not to implement a particular project program. It is performed to
describe and evaluate candidate system and to provide for the selection of best system that
meets system performance requirement.

2.2.1 Economical feasibility

Meaning of Economic Feasibility

It looks at the financial aspects of the project. It determines whether the management has
enough resources and budget to invest in the customer complaint and feedback system and
the estimated time for the recovery of cost incurred. It also determines whether it is
worthwhile to invest the money in the proposed project. Economic feasibility is determines
by the means of cost benefit analysis.

Economic Feasibility of Project

This project is economical feasible because its don’t require a heavy cost. This is beneficial
for the company as will help the customer by giving online complaint and also helps the
customer is different ways.

Hardware Cost

The cost of hardware is to be considered. It should not cross the estimated cost.

6
Hardware will not cost very much. To develop the proposed system we need a system with:

 At least Pentium – I or above processor system

 Memory – 256 MB RAM minimum
 Approximately 1 GB of HDD Space

Software Cost

Software will also not cost very much. Because we just need one front end and one back
end tool. The front end tool is Sun Microsystems’ JAVA and the back end tool is any
RDBMS like Microsoft Access 2000 which is very easily available and both can work on
any operating system like windows xp/7.

2.2.2 Technical Feasibility

Meaning of Technical Feasibility

Feasibility analysis aims at understanding the social and economic impact of the project. It
is a measure of the practically of a specific technical solution and the availability of
technical resources and expertise

Technical Feasibility of Project

It is a measure of the practically of a specific technical solution and the availability of

technical resources and expertise used in Customer complaint and feedback system.

 The proposed system uses J2EE as front-end and sql server as back-end tool.
 Sql server is a popular tool used to design and develop database objects.
 The above tools are readily available in an IT company, easy to work with and
Widely used for developing commercial application.

Tools Used

 Visual Studio 2008 or 2010 for ASP.NET framework.

 Microsoft SQL server

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2.2.3 Operational Feasibility

Meaning of Operational Feasibility

The system will be used if it is developed well then be resistance for users that
undetermined. The operational benefits in terms of degree to which new software will be
able to solve the current system problems by reducing the difference between the current
and desired situations

Operational Feasibility of Project

The system will be used if it is developed well then be resistance for users that
undetermined.

 It will help in the time saving and fast processing and dispersal of user request
and producing results.

 New product will provide all the benefits of present system with better
performance.

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3.1 Purpose of SRS

Requirements analyses is done in order to understand the problem the software system is to
solve. To develop the project firstly we should know what the client wants from project, also
what will be the cost of the project.

We should know all these information to successfully develop the project. Getting all this
information comes in requirement analyses. In this procedure we analyze what the
requirements of the client from the project.

The emphasis in requirements analysis is on identifying what is needed from the system, not
how the system will achieve this goal.

3.2 System Requirements

The Customer Feedback and Complaint System project will cater to following
technical requirements.

Presentation Layer Transformation

 A JSP based presentation layer
 Formatting of data done by using HTML-CSS etc.
 Presentation layer in synchronization with business layer.

Business Layer transformations

 Object Oriented model
 Business Layer Divided into business and data objects.
 Full functionality of Servlet.
 The business logic isolated in this layer.
.

9
Data Layer transformations
 My-Sql database
 Business logic shifts to the business layer
 Database synchronized to suit the business layer re-engineering

Software Requirement

The following are the software required for the project:

Framework : Netbeans 6.9

Programming Language : J2EE(Advance Java)

Database : Mysql

Operating System : Windows XP Professional / Windows 7

Web Browser : Internet Explorer 6.0 or above

Hardware Requirement

The following are the hardware required for the project:

Processor : Intel Pentium IV/AMD (2.0 GHz) or more

Hard Disk : 20 GB or more

RAM : 512 MB or more

10
NetBeans:
 NetBeans refers to both a platform framework for Java desktop applications, and
an integrated development environment (IDE) for developing
with Java, JavaScript, PHP, Python, C, C++ and others. The NetBeans IDE is written
in Java and can run anywhere a compatible JVM is installed, including Windows,
Mac OS, Linux, and Solaris.
 The NetBeans platform allows applications to be developed from a set of
modular software components called modules.
 The NetBeans IDE is an open-source integrated development environment. NetBeans IDE
supports development of all Java application types.

Glassfish Server:
 GlassFish is an Application Server which can also be used as a Web Server (Http
Server).
 A Web Server means: Handling HTTP requests (usually from browsers).
 A Servlet Container (e.g. Tomcat) means: It can handle servlets & JSP.
 An Application Server (e.g. Glassfish) means: It can manage JEE applications (usually
both servlet/JSP and EJBs).
 No manual setting are required for glassfish server as compared to Apache Tomcat

11
5.1 DESIGN OBJECTIVES

Meaning of System Design

System design provides the understandings and procedural details necessary for
implementing the system recommended in the system study. Emphasis is on the translating
the performance requirements into design specifications.

System design consists of:

 Software design

 Data flow Diagram

 Database Tables

The design phase is a transition from a user-oriented document (System proposal) to a

document oriented to the programmers or database personnel.

System design goes through two phases of development:

 Logical Design

 Physical Design

A data flow diagram shows the logical flow of the system. For a system it describes the
input (source), output (destination), database (data stores) and procedures (data flows) all
in a format that meets the user’s requirement.

The activities following logical design are the procedure followed in the physical design
e.g., producing programs, software, file and a working system. Design specifications
instruct the user about what the system should do.

Software Design

The purpose of this phase is to plan a solution for the problem specified by the requirement
document. This is first step in moving from the problem domain to solution domain.
Designing activity is divided into two parts.

12
5.2 System Design and Detailed Design

System Design

It aims to identify the modules that should be in the system, the specification of these
modules and how they interact with each other to produce the desired result. Modules of
the Customer Feedback and Complaint System are:

 Home
 Customer registration
 Company registration
 Login
 Contact

Detailed Design

The internal goal of each of the modules specified in the system design is decided.

Home

This is the default form or home page of this website.

It basically contains the details of project .How this site is beneficial and very productive
and helps people to find a suitable solution for problem.

Customer Registration

Any user get himself/herself registered with Customer Feedback and Complaint System
through this module. The person who fills this form becomes the authorized user and can
access advanced search features of this site. It basically contains the fields like:

 User Name
 Password
 Confirm Password
 First Name
 Last Name
 Address

13
  City
 State
 Gender
 Mobile Number
 Security Question
 Security Answer

Company Registration

Any company get himself/herself registered with Customer complaint and feedback system
through this module. If company has not facility management department then that
company register on this website and know own customers complaints and feedbacks about
own product and company and get benefit easily. The company who fills this form becomes
the authorized company and can access advanced search features of this site. It basically
contains the fields like

 Company Email-Id
 Password
 Confirm Password
 Company Name
 Director Name
 Administrator Name
 Address
 City
 State
 Mobile Number

Login Form

The authorized user can enter into his/her account through this login module. The user is
required to enter the following fields:

 User name
 Password
Only the authorized is entitled to us the advanced features of this site for example
Complaint Registration, View Reply by Admin and Sends Feedback etc.
14
Contact

This module basically contains the Developer’s details.

In case the user faces any kind of problem while using this site and needs to contact the
developer, he/she can use this form to contact me.

Sub Modules

If Customer Login: -

After the authorized Customer has made a successful login, this module opens as a default
Home page of Customer panel in front of him/her. The Customer is welcomed at the top
of the form also a sign out button is provided by which the user can log out from his/her
account at any time.

This module contains further links. They are:

Customer Panel

 Change Password
 Complaint Registration
 View Reply
 Send Feedback
 Logout

If Administrator Login: -

After the authorized Admin has made a successful login, this module opens as a default
Home page of Admin panel in front of Admin. The Admin is welcomed at the top of the
form also a sign out button is provided by which the user can log out from his/her account
at any time.

15
This module further links. They are:

Administrator Panel

 Administrator Details
 View Complaints
 Read Complaint
 Referred to Admin
 Check Feedback
 News Update
 Logout

5.3 DATA FLOW DIAGRAM

Data flow diagrams are widely used graphic tools for describing the movement of data
within or outside the system. As a DFD consists of a series of bubbles joined by lines, it is
known as a ‘bubble chart’.

Characteristics of DFD are:-

 DFD shows the flow of data through the system.

 They focus on the processes that transform incoming data flows (input) into
outgoing data flows (outputs).
 The processes that perform this transformation normally create as well as use data.
 External entities (source or sink) supply and consume data from the system.
 Support a top-down approach to analyze.

Steps to construct a DFD

1. Identify external entities and data flows of the system.

2. First construct the context diagram. A context diagram contains a single process
but it plays a very important role in studying the current system.
3. Processes in the DFDs should be named and numbered for easy reference.
4. The direction of flow is from top to bottom and from left to right.
5. The names of data stores, sources and destinations are written in capital letters and
first letter of each word of process and data flow name should be capitalized.

16
6. The description in the context diagram is very brief. Identify data stores and
processes of the system and draw second level DFD.
7. Explode the processes of first level and draw second level DFD.
8. Explode the processes of second level and draw third level DFD and so on.

‘0’ LEVEL DFD: This is the context level D.F.D. of the proposed system the whole
system has been depicted in a single bubble, primary input and output has been carefully
noted and depicted in the way so that information flow continuity should not be lost in
the next level. The proposed system is shown as a whole process and the Inputs and
outputs are shown with incoming and outgoing arrow from the system

Display Registered
Home Company

Display Registered
Customer Customer
registration

Company Complaints Display

registration

Login Customer Reply Display

Feedback &
Complaint
About Us System News Update

Update Information
Update Database

Fig. 5.3.1: 0 level DFD

17
1st LEVEL DFD

At this level of DFD all the process together with all the data stores (tables). It shows the
true data flow i.e. how data is actually flowing in the system .Data is coming from which
table and going into which table is clearly shown by this DFD. This DFD is the main
reference for the development of the system. After understanding the whole system, the
application developer will fall back upon this DFD during the development phase.

FIRST LEVEL DFD (ADMINSTRATOR)

Administrator

Login

Login

Insert the Reply

Customer
Feedback &
Complaint
System

Member Visitor

Fig. 5.3.2: 1 level DFD

18
FIRST LEVEL DFD (CUSTOMER)

Customer

Login

Login

Get the
Complaint
informatio
Customer n
Feedback &
Complaint
System

Member Visitor

Fig. 5.3.3: 1 level DFD

19
FIRST LEVEL DFD (COMPANY)

Company

Customer
Feedback &
Complaint
System

Administrator Member

Fig. 5.3.4: 1 level DFD

20
2nd LEVEL DFD
Some processes require further breakdown into sub processes. Those processes will be
shown in second level DFD For example here 2nd level DFD of the Process of CHECK
CUSTOMER is shown.

Login display
Redirect Login
Page
Invalid

Check Access

Login

Check
UserName Access Right

&
Password
User

Administrator

Fig. 5.3.5: 2 level DFD

21
Detailed DFD

Company Detail
Members
Customer Detail Reg Detail

Complaint Detail

Reply to Customer Customer

Administrator Feedback &
Complaint System
Check Feedback

Complaint ID Insert
Feedback

Check Reply Customer Detail Change password

Customers

Fig. 5.3.6: Detailed level DFD

22
5.4 Control Flow Charts

Start

Enter User Name and

Password

Is User Name and

No Password Correct
and role Name

Open Admin panel Open Company Panel Open Custpmer Panel

Stop

Fig. 5.4 : Control Flow Chart

23
5.5 Implementation and Conversion Plan

Master Page:

<%@page contentType="text/html" pageEncoding="UTF-8"%>

<!DOCTYPE html>

<html>

<head>

<meta http-equiv="Content-Type" content="text/html; charset=UTF-8">

<title>Master</title>

</head>

<body>

<table width="100%" align="center" border="0" bordercolor="purple"

cellspacing="0">

<tr>

<td colspan="2" align="center"><%@include file="Header.jsp" %></td>

</tr>

<tr>

<td>

<table border="0">

<tr>

<td align="left" width="4%" valign="top"></td>

24
 <td align="center" width="52%" valign="top"><%@include file="middle.jsp"
%></td>

<td align="right" width="20%" valign="top"><%@include file="right.jsp"

%></td>

</tr>

</table>

</td>

</tr>

<tr>

<td colspan="2" align="center" valign="top"><%@include file="left.jsp" %></td>

</tr>

<tr>

<td colspan="2" align="center"><%@include file="bottom.jsp" %></td>

</tr>

</table>

</body>

</html>

Left.jsp file:

<%@page contentType="text/html" pageEncoding="UTF-8"%>

<!DOCTYPE html>

<html>

<head>

25
 <meta http-equiv="Content-Type" content="text/html; charset=UTF-8">

<title>Left</title>

</head>

<body>

<table width="100%" align="left" border="0" bordercolor="yellow">

<tr>

<td>

<marquee><img src="Images/1.jpg" />

<img src="Images/2.jpg" />

<img src="Images/3.jpg" />

<img src="Images/4.jpg" />

<img src="Images/5.jpg" />

<img src="Images/6.jpg" />

<img src="Images/7.jpg" />

<img src="Images/8.jpg" />

</marquee></td>

</tr>

</table>

</body>

</html>

Right.jsp file:

<%@page import="java.sql.*" %>

26
<%@page import="java.io.*" %>

<%@page import="java.util.Date" %>

<%!

Connection c1,c2;

PreparedStatement ps1;

PreparedStatement ps2;

PreparedStatement ps3;

ResultSet rs=null,rs1=null,rs2=null;

int rc,rc1;

%>

<%

try

Class.forName("com.mysql.jdbc.Driver").newInstance();

c1=DriverManager.getConnection("jdbc:mysql://localhost/regform1","root" ,"");

ps1=c1.prepareStatement("select * from tb1");

ps2=c1.prepareStatement("select * from tb2");

rs=ps1.executeQuery();

rs1=ps2.executeQuery();

rc=0;

rc1=0;

while(rs.next())

rc=rc+1;

session.setAttribute("nc" ,rc);

27
 }

while(rs1.next())

rc1=rc1+1;

Class.forName("com.mysql.jdbc.Driver").newInstance();

c2=DriverManager.getConnection("jdbc:mysql://localhost/regform1","root" ,"");

ps3=c2.prepareStatement("select * from news where NId=(select max(NId) from

news)");

rs2=ps3.executeQuery();

rs2.next();

String nw=rs2.getString("News");

%>

<%@page contentType="text/html" pageEncoding="UTF-8"%>

<!DOCTYPE html>

<html>

<head>

<meta http-equiv="Content-Type" content="text/html; charset=UTF-8">

<title>Right home</title>

</head>

<body>

<table width="100%" align="left" border="0">

<tr>

<td colspan="2" align="center">

<font face="Times New Roman" size="4" color="black"><b>Number of

Customer Registered:<% out.println(rc);%></b></font><br>

28
 </td>

</tr>

<tr>

<td colspan="2" align="center">

<font face="Times New Roman" size="4" color="black"><b>Number of

Company Registered:<% out.println(rc1);%></b></font>

</td>

</tr>

<tr>

<td colspan="2">

<h1 align="center" style="color:crimson" style="text-

decoration:blink"><font face="Times New Roman">NEWS
UPDATES</font></h1>

</td>

</tr>

<tr>

<td><marquee direction="up">

<font size="4" style="color:black">

<b><% out.println(rs2.getString(4));%></b> </font>

</td>

<br>

<td><marquee direction="up">

<font size="4" style="color:black">

<b><% out.println(nw);%></b> </font>

</td>

</marquee>

29
 </tr>

</table>

<%

catch(Exception ee)

out.println("the error is "+ee);

%>

</body>

</html>

30
5.6 Database Description

Database: It is a coherent collection of data with some inherent meaning, designed, built
and populated with data for a specific purpose. A database stores data that is useful to us.
Here is a brief description of the tables used in the project.

Table 5.6.1 Login info Table

Description: Table 5.6.1 shows the login information which includes usrename, password
as shown above.

Table 5.6.2 Customer Detail Table

Description: Table 5.6.2 shows the Customer information which includes usrename,
password ,address etc as shown above to register.

31
Table 5.6.3 Company Detail Table

Description: Table 5.6.3 shows the Company information which includes Company
name, Director Name ,address etc as shown above to register it.

Table 5.6.4 Complaint Detail Table

Description: Table 5.6.4 shows the Complaint information which includes Company
name, vendor name , bill no. , product version etc as shown above to register the complaint
and provide customer identification number to check out status of their complaint.

32
Table 5.6.5 News Update Table

Description: Table 5.6.5 shows the News Update information which includes Company
name, latest news , date etc as shown above to provide latest offers or discounts by
companies for their customers.

33
General View (Home Page)

Fig:6.1 Home page

Description: Fig 6.1 Home page provides us the authority of logging through different id’s
, register customer , contact details.

Login

Fig:6.2 Login page

Description: Fig 6.2 Login page provides us the authority of logging through different id’s
as customer, company owner and administrator.

34
Registration

Fig:6.3 Customer Registration

Description: Fig 6.3 Customer registration provides us the authority of register the
customer with name, age, address, city, Mobile number etc.

USER PANEL

Customer

Complaint Registration

Fig:6.4 Complaint Registration page

Description: Fig 6.4 Complaint registration page provides us the authority of register the
complaint of any product of the already registered companies by describing about fault of
the product, bill number, vendor name etc.

35
Reply from company

Fig:6.5 Reply page

Description: Fig 6.5 Reply page provides us the authority of checking the status of our
complaint by using the complaint id .

Feedback

Fig: 6.6 Feedback Form

Description: Fig 6.6 Feedback Form provides us the apportunity to comment whatever we
feel about it, any suggestions regarding it.

36
Company

Home Page

Fig:6.7 Home page of Company

Description: Fig 6.7 Home page of company provides us the authority of register
complaint, feedback and logout from the system.

Complaint Registration

Fig:6.8 view complaint page

Description: Fig 6.8 View page of complaints provides company and admin the opportunity
to see the complaint so that the company can take necessary actions about it and also
informs the customer about it.

37
Admin (Home Page)

Fig:6.9 Home page Of Admin.

Description: Fig 6.9 Home page of Admin have authority to register the companies, view
complaints against their products, news update facility etc.

Company Detail

Fig:6.10 Company Detail page

Description: Fig 6.10 Company Detail page lists all the companies registered i.e. their
names, Company ID’S, Director Name, Address, Mobile number etc.

38
Company Registration

Fig:6.11 Company Registration page

Description: Fig 6.11 Company Registration page provides admin the authority to register
various companies by their id, Director Name, Address etc.

View Complaints

Fig:6.12 Complaint page

Description: Fig 6.12 Complaint page provides admin the authority to check the complaints
against companies whether these are replied by the respective company or not.

39
News Update

Fig: 6.13 New Update page

Description: Fig 6.13 News Update page provides admin the authority to familiar the
customers regarding latest news, latest offers and discounts provided by various registered
companies.

40
TESTING

Testing is performed to detect the differences between its behavior and the desired behavior
as stipulated by the requirement specification.

The software testing process is as follows:-

Fig. 7.1: Software Process

esting Methodologies used –

The main three testing methods used are:-

 Unit Testing
 Integration Testing
 System Testing
 Alpha Testing
 Beta testing

7.1 Unit Testing

 I have tested each and every modules for the defined validation checks and they
are working properly. I have many modules like home, registration, contact us
login etc. which I have tested.

41
  The simplest approach we have employed is to ensure that every statement is
exercised atleast once. All the boundary checks, information flow within modules
have been verified.
 This testing was done at the phase of page design.

7.2 Integration Testing

 In this testing we integrate all the modules as mentioned above i.e. home, login,
registration, contact us etc.
 All the pages were integrated here and can be run as prompted.
 Since, modules were not in existence as independent the project was verified for
information flow between different modules.
 DFD were verified in this phase of testing.

7.3 System Testing

 In system testing we had thoroughly checked that the system work properly
according to the integrated modules.

We employed the following two testing:-

7.3.1 Alpha Testing:

We have done this testing at the programmers site, simulating the user environment.
Here we had tested the system with the user intervention. We entered the users desired
input and checked whether the results met their desired results.

7.3.2 Beta Testing:

We have done this testing at the user’s site, hence was tougher to do. Here users
entered their input, which were prone to give hazardous results but since we are present
also, nothing drastic thing happened. We may not term it as successful but we will try
to be perfect soon.

42
7.4 Debugging

Debugging requires lot of expertise, knowledge and skills. In testing we focus on finding
errors or faults. Whereas debugging starts when bugs are reported in software or product.
So debugging is the process of fixing bugs in the product during maintenance, debugging
is the most time consuming process. Debugging is the consequence of successful testing.

7.4.1 Debugging Processes

 Identify bugs in the product and generate error report.

 Assign the problem to software engineer to ensure that effect is genuine.
 Analyze the problem by understanding main cause. Debugging tools are used for
this project.
 Resolve the problem by making changes to product.
 Validate the final product.

7.4.2 Debugging Approaches

 Backward Analysis.
 Forward Analysis.
 Brute Force Technique
 Cause Elimination Method.
 Program Slicing.

Debugging will always have one of the turn outcomes:

 The cause will found and corrected.

 The cause will not be found.

43
8.1 Software Quality

The quality of software is accessed by a number of variables. These variables can be

divided into external and internal quality criteria. External quality is what a user
experiences when running the software in its operational mode. Internal quality refers to
the aspects that are code-dependent, and that are not visible to the end user External quality
is critical to the user, while internal quality is meaningful to the developer only. Some
quality criteria are objective, and can be measured accordingly. Some quality criteria are
subjective, some quality criteria are subjective, and are therefore captured with more
arbitrary measurements.

These are some software quality criteria are as follows:

EXTERNAL QUALITY:

 Features
 Speed
 Space
 Network Usage
 Stability
 Robustness
 Ease-Of-Use
 Determinism
 Security
 Power Consumption

INTERNAL QUALITY:

 Test Coverage
 Testability
 Portability
 Maintainability
 Documentation
 Scalability

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8.2 Software Quality Assurance

Software Quality Assurance (SQA) is a set of activities for ensuring quality in software
engineering processes.

It includes the following activities:

 Process Definition and Implementation

 Auditing
 Training

Processes could be:

Software Development Methodology.

Project Management.

Configuration Management.

Requirements/Development/Management.

Estimation.

Software Design.

Testing.

Once the processes have been defined and implemented .Quality Assurance has the
following responsibilities:

Firstly, identify weaknesses in the processes.

Secondly, correct those weaknesses to continually improve the process.

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8.3 Reliability

Software reliability is the probability of failure free software operation for a specifies
period of time in a specified environment. It is also an important factor affecting system
reliability. It differs from hardware reliability in that it reflects the design perfection, rather
than manufacturing perfection. The high complexity of software is the major contributing
factor of software reliability problems. It is not a function of time- although researchers
have come up with the models relating the two.

Although it is defined as a probabilistic function and comes with the notion of time. We
must note that different from traditional Hardware reliability, Software reliability is not a
direct function of time. Electronic and mechanical parts may become old and wear out with
time and usage, but software will not rust or wear out during its life cycle. Software will
not change over time unless intentionally or upgraded.

Fig:8.3 Bathtub curve for reliability

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8.4 Software Reliability Metrics

The continuous application of measurement based techniques to the software development

process and its products to supply meaningful and timely management information,
together with the use of those techniques to improve their process and its products.

8.4.1 Categories of Metrics

There are three categories of software metrics, which are as follows:

PRODUCT METRICS

It describe the characteristics of the product such as size, complexity, design features,
performance, efficiency, reliability, portability, etc...

PROCESS METRICS

It describe the effectiveness and quality of the processes that produce the software product.
Examples are:

 Effort required in the process.

 Time to produce the product.
 Effectiveness of the defect removal during development.
 Number of defects found during testing.
 Maturity of the process.

PROJECT METRICS

It describe the project characteristics and execution.

Examples are:

 Number of software developers.

 Staffing pattern over the life-cycle of the software.
 Cost and Schedule.
 Productivity

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9.1 Maintenance

The act of keeping, or the expenditure required to keep, an asset in condition to perform
efficiently the service for which it is used.

The modification of a product, after delivery.

 To correct faults.
 To improve performance or other attributes.
 To adapt the product to a changed environment.

9.2 Purposes of Maintenance

The job of maintenance is to provide reliable plant for least operating cost.

 Equipment Reliability.
 Least Operating Costs.
 Defect Elimination.
 Maximum Production.
 Risk Reduction.
 Failure Avoidance

9.3 Types of Maintenance

All maintenance activities have been grouped under four classes.

They are:

Corrective Maintenance: Reactive Modification of a software product performed after

delivery to correct discovered problems. Example: light bulb replacement.

Adaptive Maintenance: Modification of a software product performed after delivery to

keep a software product usable in a changed or changing environment. Examples:
roadways, websites etc.

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Preventive Maintenance: Modification of a software product after delivery to detect and
correct latent faults in the software product before them become effective faults.
Example: changing oil and filters.

Perfective Maintenance: Modification of a software product after delivery to improve

performance or maintainability. Example: software updates and service packs.

9.4 Need for Software Maintenance

 Maintenance to repair software faults.

 Maintenance to adapt software to a different operating environment.
 Maintenance to add to or modify the system’s functionality.

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User Manuals

User manuals are written guides in either hard-copy (paper) or electronic document (PDF
or XPS) format that provide instructions on how to do or use something. Although "user
guides" are most often thought of in terms of computer software manuals, user manuals
also accompany computers and other electronic devices such as televisions, stereos,
telephone systems, and MP3 players, as well as household appliances and lawn and garden
equipment. Good user manuals educate users about the product's features while teaching
them how to use those features effectively and are laid out to be easily read and referred
to. Following are things to consider when creating effective content for and designing the
layout of a user manual.

Creating Appropriate User Documentation

 Define who your user is.

 Write to your user's needs in a way the user can understand.
 Explain the problem the user is trying to solve, then present the solution to it.

User Manual Components

 Include the appropriate cover and title pages.

 Put references to related documents in the preface
 Include a table of contents if the manual exceeds 10 pages.
 Put instructions/procedures and reference materials in the body of the manual.
 Use graphic images as needed to support the text.

Designing a Readable User Manual

 Choose a few readable fonts

 Give some thought to the layout
 Consider the type of binding for the user manual.
 Build a template document for your manual.

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Online sales will continue to rise. Every webpage designed to sell a product or market a
service should understand the future of online shopping.

There are several major variables that make online sales attractive to the worldwide market.
These variables include:

 Value of Products/Services offered

 Dependability and Reputation of the Seller
 Ease and Security of payment
 Ease and Security of shipping.

Younger and wealthier shoppers are driving a wave of online sales. Many of these people
- having some web familiarity and disposable income - have learned to shop online for
price comparisons and other comparative data. If shoppers find a superior situation,
especially regarding the above 4 crucial variables they will usually become online buyers.

Although the online buyer cannot return an item as quickly in some situations as the buyer
who can walk in and out of a Wal-Mart or Sears when the parking lot isn't crowded or there
is no line at the returns desk, there are many other reasons to buy online.

The seller of these items doesn't need to pay the overhead of a store, staff, parking lot,
utilities, etc. They pay only storage and shipping which is becoming increasingly
automated.

Although people are rightfully afraid of bankcard fraud, I believe all card services will
continue to improve security and improve buyer dispute processes.

Each person may also have a receiving station service in the future whereby the shopper
picks up everything from one large, secured lockbox. If a delivery is very large or has
accumulated over days, a key would be left with directions to a nearby, larger overflow
box. Security, insurance, and energy costs would all be cut by these factors.

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LIMITATIONS:

 Graphical Interface may be improvised.

 This is a very good project although some more extra facilities can be added to make it
more attractive and functional.
 This is a small scale project it can be extend further more.
 Code of the project may be more optimized so that memory management and efficiency
can be increased.

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BIBLIOGRAPHY

BOOKS
 Harvey M.Detiel, How to Program, Second Edition

 Harvey M.Deitel,Paul J.Deitel, Simply PHP5.0: An Application-

Driven Tutorial Approach

URLs
 msdn.microsoft.com/php

 msdn.microsoft.com/php

 php.about.com/od/learnvbnet/

 www.mysql/php

 Comp.infosystems.www.authoring.html newsgroup.

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