University of Medical Sciences and Technology

Faculty of Computer Science and Information

Technology
Final Year Project
Full Unit-Final Report
Complaint and Maintenance Management System
By:

Ahmed Mustafa CS-2015-013

Supervised by:
Mr. Mohamed Muneef
Submitted in partial fulfillment of the requirement of the degree of B.Sc. in Computer
Science
July 2019

Declaration
This project thesis has been prepared and organized on the foundation of my own work.
Where other published and unpublished source materials have been used, and it has been
done for educational purposes, these have been acknowledged.
Student Name:
Ahmed Mustafa CS-2015-013
Supervisor Name: Mr. Mohamed Muneef
Date of Submission: July 2019
Signature

Acknowledgment

Firstly all praise is to Allah, on whom eventually I depend for guidance and control. I
would like to give thanks and valuable respect and love to our beloved parents; also, this
project would not be finished without their advice, their prayers, and outstanding support.
Also, I would like to thank our project supervisor Mr. Mohamed Muneef for the
respected and unbroken motivation and guidance throughout this project. I couldn’t have
come all this way without the support that we had.
Also I won’t forget our friends especially Dr. Ahmed s team, who have shown and
proven valuable support during the hard and good times while working on this project.
I am thankful and grateful for all the lecturers and all the staff of the faculty of computer
science in university of medical science and technology (UMST) for all their help
throughout the period of this project and throughout the university years.

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 Abstract

Online Complaint Management System provides an online way of solving the problems
faced by the public by saving time and eradicate corruption. The objective of the
complaints management system is to make complaints easier to coordinate, monitor,
track and resolve, and to provide organization with an effective tool to identify and target
problem areas, monitor complaints handling performance and make business
improvements. Online Complaint Management is a management technique for assessing,
analyzing and responding to student/teacher complaints. Complaints management
software is used to record resolve and respond to student/teacher complaints, requests as
well as facilitate any other feedback.

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 Table of Contents
DECLARATION ........................................................................................................................................................ 0
ACKNOWLEDGMENT .............................................................................................................................................. 1
ABSTRACT .............................................................................................................................................................. 2
LIST OF FIGURES .............................................................................................................................................. 3
LIST OF ABBREVIATIONS ........................................................................... ERROR! BOOKMARK NOT DEFINED.
CHAPTER ONE ........................................................................................................................................................ 4
INTRODUCTION.....................................................................................................................................................4
1.1 Introduction.....................................................................................................................................................1
1.2 Problem Statements ........................................................................................................................................1
1.3 Aim of the Problem: ........................................................................................................................................2
1.4 Objectives ........................................................................................................................................................2
1.5 Project scope ...................................................................................................................................................3
1.6 Methodology ...................................................................................................................................................3
1.7 Tools and Techniques: .....................................................................................................................................4
1.8 Deliverables .....................................................................................................................................................4
1.9 Expected Outcome ..........................................................................................................................................4
CHAPTER TWO ....................................................................................................................................................... 5
LITERATURE REVIEW ..........................................................................................................................................5
OVERVIEW: ...................................................................................................................................................................5
2.1 System Implementation: .................................................................................................................................5
2.2 Historical Work: ............................................................................................................................................18
2.3 Benefits of Complaints and Maintenance Management System: .................................................................18
CHAPTER THREE............................................................................................................................................ 19
SYSTEM DESIGN..................................................................................................................................................20
OVERVIEW: .................................................................................................................................................................20
3.1 Methodology .................................................................................................................................................20
3.2 Functional Requiredment: .............................................................................................................................20
3.2.6 UML Diagrams: ..........................................................................................................................................20
CHAPTER FOUR .............................................................................................................................................. 27
IMPLEMENTATION AND RESULTS ..................................................................................................................27
CHAPTER FIVE ................................................................................................................................................ 34
CONCLUSION .......................................................................................................................................................33
5.1 Conclusion and Recommendation .................................................................................................................34
REFERENCES ................................................................................................................................................... 35

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CHAPTER ONE
INTRODUCTION

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1.1 Introduction:

Complaints and maintenance management system concerned with computerized and

reengineered information, the information is tend to help workers to do their jobs more
effectively.
The project deals with complaint in systematic way to ensure excellent services for staff
or students. The main feature of this system is it can log all the complaints made and
systematically manage the complaints.
I will investigate the process of how organization handle, manage respond to and report
staff complaint, system are put into place to track data.
The system has the facility to register every staff and store their details in database each
staff is given a unique ID after registration, admin task is allocating these details to
appropriate personal to handle them in the database.
Project use to analyze where improvement should be made and to satisfy students/staff
and protect from repeated complaints.
1.2 Problem Statements

Now we use primitive way and all works is done manually and there so much time
consuming the students/staff has to write a report (complaint) on a paper and wait till his
complaint solved and any report is different from other.
Lack of immediate information storage and retrievals; the information takes time and
efforts to be stored at right place and access these information again is time consuming.
Design and implementation of online complaint management system is a web-based
application that will solve the problem facing student in the university environment. The
basic problems facing complaint monitoring are:

 Data loss: by using the old system, the probability for data loss is very high. If the
files loss, so the data also will be lost. If this situation happens, so it will bring
some problems to get the data. In some cases, some files going to damage after
certain period especially for files which open for a few last years.

 Difficult to view list of Complaint: When the administration wanted to see listing
of complaint, the department need to check the complaint first and then prepared
the list. Certainly, it will take time and only wasting the time.
  There is no system or database set up to screen transfer of complaint submitted on
paper or as verbal representation

1.3 Aim of the Problem:

 To establish the process for the management of Complaints made by Students or

staff .This procedure applies to all Complaints, including Complaints which may
be also classified as allegations, made by Students or their Authorized
Representative.

 To achieve this we shall be guided by the following specific objectives:

 To evaluate the existing paper-based information of complaint management
system.
 To design web-based complaint registration and appeal management system.
 To implement a new system called complaint management system for student and
staff.

1.4 Objectives

In view of the problems mentioned above, this project is aimed at implementing a

complaint and maintenance management system which will exclusively:
 To receive daily complaints from staff or students.
 To allow staff registered and obtain username and password to login into the
system and write his report, the system make sure to save his report in the database
in case showed up again.
 To show information that tended to help maintenance workers do their job more
effectively.
 To report history can be obtained with a click of button rather than search in big
files.
 To enhancement in the completion of work within the constraints of time.

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1.5 Project scope:
This Software allows the administrator to easily monitor the complaints regarding the
faculty at a single place. Complaints automatically forwarded to upper level management.
Department Head can search the Student from different criteria like:
• Name of the Student
• Faculty of the Student
• Phone number of student
Every complaint is given a specific Complaint ID, from which the student would be able
to track his complaint’s progress.
This system can search the Student on the behalf of previous complaint by the complaint
id.

Complains are tracked and escalated followed up in the hierarchy of the Staff.

The administrator will deal with the overall maintenance of the system.

1.6 Methodology

 •I will be adopting object oriented analysis and design approach to model

and implement the system, where I shall be represent all entities in the
system as objects

 •I shall be model an visualize the system using unified modeling language

(UML), I use UML because it’s rich and efficient in modeling and
visualizing system with its elements like use case diagram, object diagram,
class diagram, sequence…etc which allows user requirement to be well
defined and understand.

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1.7 Tools and Techniques:

 -C# and SQL database.

 -OOAD (object oriented analysis & design) using UML (unified modeling
language) for problem analysis.
 -Microsoft office word.
 -Microsoft power point.
 -Microsoft visual Studio.
 -Microsoft SQL Server.

1.8 Deliverables
 Web-based-application.
 Documentation.

1.9 Expected Outcome

This web based application which allows staff and students to register their details, staff
or students to write their complaint (report), the system provide an operational framework
for dealing with a complaint in assessing the severity of complaints, manage the
complaint’s expectation, clarify the allegations and the issues to be investigated
investigating complaints, and resolving complaints.
The system is designed to be web-based. Designed to help student login their complaint
and request for management help concerning any complaints.

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 CHAPTER TWO
LITERATURE REVIEW
Overview:
literature review focus on other systems in my field interest and find the differences and
become a familiar with current progress in my field and to diagnose the strength and
weaknesses in other system in my field and to assess the experts and theoretical
approaches.
2.1 Literature Review:

This chapter talks about the Report of related works (literature review) and describes
published studies that related to my system and/or to my system. Related work will be
talking to in this chapter, The Review conclude a short summary of the literature.
The study of the theoretical model of other researcher’s show how they are similar to my
system and how they build their system based on reasoning and why they need this
system. I have a theoretical review of a system that has same needs and resources.
Here I have examples similar to my system
Examples of other Systems:
The study was made in BABCOCK UNIVERSITY (UMIS) located in Nigeria.

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6
The home page of student complaint system

Figure 2.2
The login in of the system

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Figure 2.3

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 Figure 2.4

This is the administrator view when the students make a complaint the complaint maker
details will show up from the database so they can respond to the complaint in track it
until the complaint solved.

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Figure 2.5

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Figure 2.6

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Figure 2.7

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Figure 2.8

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Figure 2.9

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Figure 2.10

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Figure 2.11
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Figure 2.12

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2.2 Historical Review:

The complaint system has recently been blooming in modern companies and also recently
universities. In the past people had to write their complaints on paper which would take
time and money which cause excessive manual labor. Throughout the years the complaint
management has been slowly thriving in the tech industry but with my system it will
reach an all-time high.
I plan to use the best features of and any complaint system available and also add new
features that have been never been used before, with my application the user will access
the system and login with their username, password, email address, Faculty name, phone
no and their ID.

2.3 Benefits of Complaint and maintenance Management System:

With my application the user will access the system and login with their username,
password, email address, and their ID.
Initially one records the complaint, captures it and loads it onto the complaints database.
 Provides an easy and strategic method of online recording students concerns and
complaints.
 Each complaint’s history is easily accessible and provides a completely updated
status of how a complaint is progressing through the organization and what actions
have been taken, if any.
 Complaints can be recorded by any user, but are reviewed by a Complaints
Administrator, before being accepted into the complaints workflow.
 Links into Document Control and allows one to attach key documents to the
complaint.
Next aspect using complaints management software is the investigation of the complaint.
Complaints are categorized in order of severity then one chooses to either inform other
users of the complaint or get them to conduct failure investigation and identify the root
cause.
 The responses to the investigation are interactive and the Complaints
Administrator can restart an investigation if the results are felt to be insufficient.
The Complaint management software tracks all investigation results, root cause analysis
and recommended actions.

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CHAPTER THREE

SYSTEM DESIGN

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3.1Overview:
A function of a system or its component, where a function is described as a specification
of behavior between outputs and inputs.
3.2 Functional requirements:

Here I will try to make the Functional requirements to accomplish the need of the desired
function:

 User required to fill the details with necessary validated inputs and registered to
the system and using credentials doing the login task.
The user can specify the problem of his with the system determining the severity
of the problem and when he gets the problem successfully.
 The complaint goes to staff interface, and he reads that and takes necessary action.
 The team takes action by sending notice to the responsible staff and saying him to
resolve the problem or take appropriate action.
 As problem get solved, he sends notice to the users such that the problem can be
solved or not and the reason of the problem was the given and what necessary
action needed to take care.

3.3 Non-functional requirements:

Non-functional requirement (NFR) is a requirement that specifies criteria that can be used
to judge the operation of a system, rather than specific behaviors. They are contrasted
with functional requirements that define specific behavior or functions. The plan for
implementing functional requirements is detailed in the system design. The plan for
implementing non-functional requirements is detailed in the system architecture, because
they are usually Architecturally Significant Requirements.
 System Usability:
Easy to use and learn for everyone in the system to achieve his purpose in efficient and
effective way.
 System Performance:
System performance will be better than old system.

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  System Maintainability:
Visual studio code is easy to maintain and repair.
 System Availability:
System will be available to everyone in the system.
 System Recoverability:
The property of being able to recover student information and past complaint.

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3.4 UML Diagram:
Here we will discussing how the Complaint and maintenance management system work
through the following diagrams.

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 Figure 3.1
Use case diagram show actor in the system and what they are capable of.

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  Figure 3.2
 Sequence Diagram
Sequence Diagram show the interaction between objects or event scenario to refer
to a sequence diagram.

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  Figure 3.3
 Class Diagram:
Class diagram show static structure of the system and show attributes and operation and the
relationship between objects.

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  Figure 3.4
 Activity Diagram:
Describes the dynamic aspects of the system it represent the flow from one
activity to another and it’s described as operation of the system.

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 CHAPTER FOUR

IMPLEMENTATION AND RESULTS

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 Figure 4.1
This is the database of my System and their relationship between them

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Database screenshot

Figure 4.2
The User page when login he can add complaint and see his past complaint

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System Screenshot:

User complaint will see if its check or uncheck or solved by the administrators

Figure 4.2

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System screenshot:

Figure 4.3

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System screenshot:

Figure 4.4

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System screenshot:

Figure 4.5

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CHAPTER FIVE

CONCLUSION

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5.1 Conclusion:
This research work addressed Students’ complaints management system UMST
University. It was affirmed in this study that organizational complaints are inevitable. A
University system like mine is use to receive various complaints from students.
Complaints lodged range from Academic, Administrative, social and other issues relating
to the student. This platform allows for complaints to be lodged remotely by students
with issues relating to their registration, examination, examination result, and hall of
residence complaints and thereby enhances the response time for the appropriate unit to
resolve the addressed complaints

5.2 Recommendation:

The system can be developed in further days. The Complaint and maintenance
management system can have many interesting new features as so we recommend the
following:-
 In using the system the application in particular, provide a user with most
common complaint or type of complaint
 Also provide user with ability to track his complaint since he made the complaint
 Also the application can expand to other challenging cases. So that it include other
organization like companies (customer complaint system).

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5.3 Summary:

This chapter has covered about the introduction of the project including the problem
background, problem statement, objective and scope of the project. An investigation has
been done to define those terms that have been mentioned above. This project is done
some literature reviews from some resources such as internet. Many useful and
informative lessons learned from the research to cover this introduction chapter such as
on how the complaints and management system works and managed by some areas of
organizations. Some problems are identified as factors that effected complaints
management system. A lot more of research and literature review will be done to improve
this project progress.

5.4 REFERENCES
www.academia.edu/13516291/Students_Complaints_Management_System
http://www.classgist.com/blogs/78/online-student-complaints-management-system-php-
source-codes.aspx
http://www.techzoo.org/projects/online-complain-management-system-php-project.html
https=//babcock.academia.edu/OkoroRaymondUncleray.2014
www.academia.edu/13516291/Students_Complaints_Management_System
http://www.classgist.com/blogs/78/online-student-complaints-management-system-php-
source-codes.aspx
http://www.techzoo.org/projects/online-complain-management-system-php-project.html
Youngae Lee. (2012) Consumer Public Complaint Behaviors and Satisfaction of Complaint Handling
By Credit Card Services. Korean Journal of Human Ecology 21:5, pages 957-973.
Crossref
BEARDEN, W.O. and TEEL, W.E. 1983. Selected determinants of consumer
satisfaction. Complaint Reports, 20(1): 21–28. [Google Scholar]
ADAMSON, C. 1991. Complaint handling: benefits and best practice. Consumer Policy
Review, 1: 196–203.

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