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Complaint Management System

ABSTRACT

The purpose of this project is to provide the complaints for different products and getting reply from the
products handling teams.Customers may have complaints about its products. They will be given an email id for
each product, where they can send an email when they have a complaint to register. The emails will get
converted to complaints and get assigned to the persons handling that product. 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 customer via emails through the system

Existing System:

The existing Complaint Management system, In Existing System Customers of the Organization has to Visit the
Organization Whenever they have any Complaints regarding the Products of the Organization, This wastes lot
Of time When ever a customer of the bank requires service from the bank he required moving to the bank and
then he required to submit the compliant to the specified officer. The problem is written in paper and will be
submitted at the bank. Then the manager will look after it and then he will take care about the customers
problems. After that the manager will enquire and allocate the problem to the specified person in that
department. The person will enquire the problem and then rectifies it.

Limitations in Existing System

Here in the existing system the customers need to visit the organization.
The current system is very slow in access.
The complete current system is manual system and it will not provide any kind of security to the data.

Proposed System:

In the proposed system we have the following new implementations: Users of the system, Customers of the
Complaint Management System. Here again any number of groups can be assumed. The complaints can be

CreativeSoft (Corporate Office)


# 412, Annpurna Block,Aditya Enclave,Ameerpet,Hyderabad
500016 Tel : +91-40-40159158Mobile : 91-9247249455
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Complaint Management System

assigned to different persons and will get tracked to closure. The person handling the complaint will have the
facility to communicate with the customer via emails through the system.

The proposed system is automated process of sending request through the web based system. The complaints
can be sent easily by the customer from anywhere. The services are given through the system are through the
email.

Advantages over Existing System

The Advantages of the proposed system are:


.The proposed system is completely automated system
The customers can easily access there database
The email facility provides the customer interaction
This also provides security for the customer information

Scope of the Project:

It scope of the project is to be accessed any where in the organization . the user can enter his details
From any internet .

Modules Description:

The complaint management system contains 5 modules


1. System Admin Module
2. Product Admin Module
3. Product Handling Team Module
4. Customer Module
5. System Interface Module

1) System Admin Module


CreativeSoft (Corporate Office)
# 412, Annpurna Block,Aditya Enclave,Ameerpet,Hyderabad
500016 Tel : +91-40-40159158Mobile : 91-9247249455
Page 2
Complaint Management System

The admin can view all the team details and the all the customer details .

2) Product Admin Module

He can View Complaint details and Forward Complaint to Product Handling Team

3) Product Handling Team Module

He can Communicate with Customer and Generate Solution

4) Customer Module

He can view his Profile and Send Complaint

5) System Interface Module

It can internally Generates Complain ID

Functions
System Admin Module
Product Admin Module
Product Handling Team Module
Customer Module
System Interface Module
AUTHENTICATION:
Login to the system through the first page of the application
Change the password after login to the application.
See his/her details and change it.

CreativeSoft (Corporate Office)


# 412, Annpurna Block,Aditya Enclave,Ameerpet,Hyderabad
500016 Tel : +91-40-40159158Mobile : 91-9247249455
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Complaint Management System

Help from the system.

Features to be implemented:

Connection pooling

Normalized database

Prevention of duplication login

Design patterns

Three-tier architecture

Maintainability

Easy deployment with Ant script.

Exception handling

Client-side validations

System Requirement Specification:

Software requirements:

Web Presentation: HTML, CSS


Client side Scripting: Javascript
Programming Language: Java
Web based Technologies: JNDI, Servlets, JSP
Database Connectivity API: JDBC
Build Tool: ANT

CreativeSoft (Corporate Office)


# 412, Annpurna Block,Aditya Enclave,Ameerpet,Hyderabad
500016 Tel : +91-40-40159158Mobile : 91-9247249455
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Complaint Management System

Debug Tool: Log 4J


CASE tool: Rational Rose, Visual Paradigm, Enterprise Architect
Backend Database: Oracle/SQL Server/MY SQL/MS Access
Operating System: Windows XP/2000/2003, LINUX, Solaris
J2EE Web/Application Server: Tomcat/Weblogic/Websphere/JBoss/Glass Fish
IDEs: Eclipse with My Eclipse plug-ins/Net Beans/RAD
Browser: IE/Mozilla

Hardware Requirements:

Pentium processor -------- 233 MHZ or above


RAM Capacity -------- 128MB
Hard Disk -------- 20GB
Floppy disk -------- 1.44 MB
CD-ROM Drive -------- 32 HZ
KEYBOARD -------- 108 Standard

CreativeSoft (Corporate Office)


# 412, Annpurna Block,Aditya Enclave,Ameerpet,Hyderabad
500016 Tel : +91-40-40159158Mobile : 91-9247249455
Page 5

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