ONLINE STAFF & STUDENT COMPLAINT MANAGEMENT

SYSTEM FOR BBSULK

Abstract
The Complaint Management system is web based application and it
is designed to keep track of complaints registered by the Student and
department faculties. Online Complaint Management System provides an
online way of solving the problems faced by the Student and Faculty of
department by saving time. The objective of the complaints management
system is to make complaints easier to coordinate, monitor, track and resolve,
and to provide university with an effective tool to identify and target problem
areas, monitor complaints handling performance and make development
improvements. Online Complaint Management is a management technique for
assessing, analyzing and responding to Students and department faculty
complaints. Complaints management application is used to record resolve and
respond to complaints, requests as well as facilitate any other feedback. The
main purpose of this project is to help the Students in knowing their place
details and getting their problems solved in online without going to the officer
regularly until the problem is solved.

Introduction
A Complaint Management System is one of the latest productivity
enhancement tools used widely by all organizations, wherever there is a need
of register of complaint via Student and department faculty and analysis of
complaints which are made or are pending. Our website is an online complaint
management system where the issues of the Student and department faculty
can be registered online and resolved by the different levels of techniques. Also
flexibility is provided to the Students and department faculty can easily resolve
their issues by communicating with Higher Authority over internet. A website
that acts as a bridge between user and higher authorities in which user directly
registers their complaint to higher authority via internet. An university’s
Student and department faculty may have complaints about its tools /
equipments. They will be given an id for each complaint, where they can send
an request with email address when they have a complaint to register. The
complaint id will get converted to complaints and get assigned to the persons
handling that tool and equipment or higher authorities. The complaints can be
assigned to different persons and will get tracked to closure. The person
handling the complaint will have the facility to communicate with the User via
emails through the system.

Objectives
 To design web-based complaint registration and appeal management
system.
 The objective of the complaints management system is to make
complaints easier to coordinate, monitor, track and resolve the problem.
 To provide university with an effective tool to identify and target
problem areas, monitor complaints handling performance and make
development improvements.
 To evaluate the existing paper-based information of complaint
management system.

Literature review
Establishments like IT firm, school, hospitals, government secretarial,
financial institutions etc. which have large numbers of customers or client
received enormous amount of complaints per day, and these complain has to
be documented and filed for access and stored for future reference. A
complaint system (also known as a conflict management system, internal
conflict management system) is a set of procedures used in organizations to
address complaints and resolve disputes.

Marchington and Wilkinson (2005) defined method of handling complaint as a

product of labor relations environment in the 60s and 70s when there was a
more explicit struggle for control in the workplace. This had two main effects.
First of all, it is the clear techniques for the need to create and so that all
specialists know and decides that oversee implicit rules, and moves that may be
made against them. In addition, it promotes more prominent clarity and
consistency in the determination of executive functions.
Design and implementation of complaint management system is to maintain an
effective, timely, and equitable complaint handling system which is easily
accessible and offered to complainants (customers) at no charge. This project
defines the policy and steps for handling and resolving complaints and also to
appeal for an un-favored situation and for this process to take place there must
be an automation of the system that will be handle the complaints process and
appeal method of registration. Automation can be defined as the aspects
involved in using a computer system for the tasks or process such as circulation,
implementation etc. It is possible for the design and implementation of an
online complaint management system to yield L: substantial benefits for the
users. Chapter one introduces the research work and the problem definition of
the research, and to know the aim of this research work, research justification
tells us why it is important to research on this topic; it also covers areas like
scope and limitation of study which entails the boundary of this work. This
issue had created a lot of problems for an organization growth in the various
aspects of the complaint system. To support this approach, this project
identifies a range of options that can be used to manage and resolve online
complain. This includes, where the opportunity presents itself, the need for
administrator to make every effort to resolve potential or actual online
complaint as informally as possible in the first instance.

Methodology
The research methods used for this project were mostly qualitative focus on
strongly business excellence and development for gathering data from websites
and personal public opinions. Feedbacks of personal interviews with students
and managements of some business administrators and their reviews.

During this time period, the study only concentrates on certain types of
Complaint Management system for example to keep track of complaints
registered by the Student and department faculties.

Conclusion
The Online staff & student complain management system is web base
application. Which complaint and directly send to the responsible
department/person, therefore, the system could reduce the cost of hiring the
staff and time of the operation.
Limitation of study
Due to the scope of this project work as mention above, this project work
is limited to Complaint management System. This application cannot
process the penalties for anybody found being grieved or the punishment
for any staff or student found being at fault of any complaints. Other
limitations are following:

i. The application was developed to send notification to only the recipient

email address and not mobile phone

ii. It does not provide the means of live communication between the
complaint and the responder

iii. The system cannot work with other web application. This means it is
not a web service oriented system.

References

 https://iproject.com.ng/computer-science/design-and-implementation-
of-an-online-complaint-management-system/index.html
 https://www.modishproject.com/complaint-management-system
 https://www.projecttopics.org/design-implementation-complaint-
management-system-university-student.html
 https://nairaproject.com/projects/2424.html
 https://commons.wikimedia.org/wiki/File:Complaint_Department_pleas
e_take_a_number.svg
 https://www.projecttopics.org/design-implementation-online-complaint-
management-system.html