ONLINE COMPLAINT MANAGEMENT SYSTEM

Abstract

Customers may have complaints about its products. They will be given an product id for
each product, where they can send complaint based on the product id when theyfind a fault
product .The complaints can be assigned to different persons and will get tracked to closure. The
“Online Complaint Management System” (OCMS) software is an independent application. It is a
self-contained product.

The traditional forum system consists of public meeting or presentation involving a

discussion usually among experts and often including audience participation. In General the
forums may belong to specific issues like WAP forum, MATH forum, Economic forum,
Freedom forum, Software forum etc. In particular, Consumer Forum deals with customer rights
against vendors or the manufactures of the faulty products.

Our Web Enabled Call Center (WECC) does all the jobs that are done in conventional
system but, here, everything is done in more formal and efficient manner. This system acts as an
interface between the customers and call engineers thereby enabling them to forward their
complaints to the appropriate call engineer.

Hence, making the work easy for both the complaint raiser and the person who resolves
the complaint. Here, in complaint tracking, it fulfills different requirements of administrator and
customer more efficiently.
 Chapter I

Introduction

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 company 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 customer
complaints. Complaints management software is used to record resolve and respond to customer
complaints, requests as well as facilitate any other feedback.

An organization’s customers may have complaints about its products. They will be given
an product id for each product, where they can send an email when they have a complaint to
register. The complaint id 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.
 Chapter II

System Analysis

System analysis is the overall analysis of the system before implementation and for
arriving at a precise solution. Careful analysis of a system before implementation prevents post
implementation problems that might arise due to bad analysis of the problem statement.

Thus the necessity for systems analysis is justified. Analysis is the first crucial step, detailed
study of the various operations performed by a system and their relationships within and outside
of the system. Analysis is defining the boundaries of the system that will be followed by design
and implementation.

Existing System

The traditional forum system consists of public meeting or presentation involving a

discussion usually among experts and often including audience participation. In General the
forums may belong to specific issues like WAP forum, MATH forum, Economic forum,
Freedom forum, Software forum etc. In particular, Consumer Forum deals with customer rights
against vendors or the manufactures of the faulty products.

Drawbacks of Existing System

The customer has to visit forums and made complaint against a faulty product. The
complaint will be discussed in the presence of customer, vendor and a team of expert committee
along with judge. The final decision making is a time consuming so the customer has to revisit
the forum to get the result. The site would use a database to hold customers complaints and
reports generated by the technical team .online compliant management system contains all
complaint details .a complaint inventory contains all complaints with its status reports .the
system provides the facility if the customers gives the wrong information then he able edit the
complaint details .to provide the proper information to the system. The modern online complaint
management system is comprehensive suite of identify the fault products based on the customers
provided information and generating reports for the fault products.
Proposed system

Our Web Enabled Call Center does all the jobs that are done in conventional system but,
here, everything is done in more formal and efficient manner. This system acts as an interface
between the customers and call engineers thereby enabling them to forward their complaints to
the appropriate call engineer. Hence, making the work easy for both the complaint raiser and the
person who resolves the complaint. Here, in complaint tracking, it fulfills different requirements
of administrator and customer more efficiently. The specific purpose of the system is to gather
and resolve complaints that arise in different projects handled by the organization.
 Chapter III

Feasibility Study

Preliminary investigation examines project feasibility; the likelihood the system will be useful to
the organization. The main objective of the feasibility study is to test Technical, Operational and
Economical feasibility for adding new modules and debugging old running system. All systems
are feasible if they are given unlimited resources and infinite time. There are aspects in the
feasibility study portion of the preliminary investigation:

Operational Feasibility

The application smart audit does not require additional manual involvement or labor towards
maintenance of the system. Cost for training is minimized due to the user friendliness of the
developed application. Recurring expenditures on consumables and materials are minimized.

Technical Feasibility

Keeping in mind the existing system network, software & Hardware, already available the audit
application generated in java provides an executable file that requires tomcat that provides
compatibility from windows98 without having to load java software. No additional hardware or
software is required which makes smart audit technically feasible.

Economic Feasibility

The system is economically feasible keeping in mind:

 Lesser investment towards training.

 One time investment towards development.
 Minimizing recurring expenditure towards training, facilities offered and Consumables.
 The system as a whole is economically feasible over a period of time.
 Chapter IV

System Design

System design concentrates on moving from problem domain to solution domain. This
important phase is composed of several steps. It provides the understanding and procedural
details necessary for implementing the system recommended in the feasibility study. Emphasis
is on translating the performance requirements into design specification.

The design of any software involves mapping of the software requirements into Functional
modules. Developing a real time application or any system utilities involves two processes. The
first process is to design the system to implement it. The second is to construct the executable
code.

Software design has evolved from an intuitive art dependent on experience to a science, which
provides systematic techniques for the software definition. Software design is a first step in the
development phase of the software life cycle.

Before design the system user requirements have been identified, information has been gathered
to verify the problem and evaluate the existing system. A feasibility study has been conducted to
review alternative solution and provide cost and benefit justification. To overcome this proposed
system is recommended. At this point the design phase begins.

The process of design involves conceiving and planning out in the mind and making a drawing.
In software design, there are three distinct activities: External design, Architectural design and
detailed design. Architectural design and detailed design are collectively referred to as internal
design. External design of software involves conceiving and planning out and specifying the
externally observable characteristics of a software product.

INPUT DESIGN:

Systems design is the process of defining the architecture, components, modules, interfaces, and
data for a system to satisfy specified requirements. Systems design could be seen as the
application of systems theory to product development. There is some overlap with the disciplines
of systems analysis, systems architecture and systems engineering.
Input Design is the process of converting a user oriented description of the inputs to a computer-
based business system into a programmer-oriented specification.

• Input data were found to be available for establishing and maintaining master and
transaction files and for creating output records

• The most suitable types of input media, for either off-line or on-line devices, where
selected after a study of alternative data capture techniques.

INPUT DESIGN CONSIDERATIONS

• The field length must be documented.

• The sequence of fields should match the sequence of the fields on the source document.

• The data format must be identified to the data entry operator.

Design input requirements must be comprehensive. Product complexity and the risk associated
with its use dictate the amount of detail

• These specify what the product does, focusing on its operational capabilities and the
processing of inputs and resultant outputs.

• These specify how much or how well the product must perform, addressing such issues
as speed, strength, response times, accuracy, limits of operation, etc.

OUTPUT DESIGN:

A quality output is one, which meets the requirements of the end user and presents the
information clearly. In any system results of processing are communicated to the users and to
other system through outputs.

In output design it is determined how the information is to be displaced for immediate need and
also the hard copy output. It is the most important and direct source information to the user.
Efficient and intelligent output design improves the system’s relationship to help user decision-
making.
 1. Designing computer output should proceed in an organized, well thought out manner;
the right output must be developed while ensuring that each output element is designed so
that people will find the system can use easily and effectively. When analysis design
computer output, they should Identify the specific output that is needed to meet the
requirements.

2. Select methods for presenting information.

3. Create document, report, or other formats that contain information produced by the
system.

The output form of an information system should accomplish one or more of the following
objectives.

• Convey information about past activities, current status or projections of the

• Future.

• Signal important events, opportunities, problems, or warnings.

• Trigger an action.

• Confirm an action.
 System Architecture

Fig 4.1 System Architecture

Data Flow Diagrams (DFD)

A data flow diagram is graphical tool used to describe and analyze movement of data
through a system. These are the central tool and the basis from which the other components are
developed. The transformation of data from input to output, through processed, may be
described logically and independently of physical components associated with the system. These
are known as the logical data flow diagrams.

The physical data flow diagrams show the actual implements and movement of data
between people, departments and workstations. A full description of a system actually consists
of a set of data flow diagrams. Using two familiar notations Yourdon, Gane and Sarson notation
develops the data flow diagrams. Each component in a DFD is labeled with a descriptive name.
Process is further identified with a number that will be used for identification purpose.

The development of DFD’S is done in several levels. Each process in lower level
diagrams can be broken down into a more detailed DFD in the next level. The lop-level diagram
is often called context diagram. It consists of a single process bit, which plays vital role in
studying the current system. The process in the context level diagram is exploded into other
process at the first level DFD.

The idea behind the explosion of a process into more process is that understanding at one
level of detail is exploded into greater detail at the next level. This is done until further
explosion is necessary and an adequate amount of detail is described for analyst to understand
the process.

A DFD is also known as a “bubble Chart” has the purpose of clarifying system
requirements and identifying major transformations that will become programs in system design.
So it is the starting point of the design to the lowest level of detail. A DFD consists of a series of
bubbles joined by data flows in the system.

DFD Symbols

In the DFD, there are four symbols

1. A square defines a source(originator) or destination of system data

2. An arrow identifies data flow. It is the pipeline through which the information flows

3. A circle or a bubble represents a process that transforms incoming data flow into
outgoing data flows.

4. An open rectangle is a data store, data at rest or a temporary repository of data

Process that transforms data flow

 Source or Destination of data

Data flow

Data Store

Constructing a DFD

Several rules of thumb are used in drawing DFD’S:

1. Process should be named and numbered for an easy reference. Each name should be
representative of the process.

2. The direction of flow is from top to bottom and from left to right. Data traditionally flow
from source to the destination although they may flow back to the source. One way to
indicate this is to draw long flow line back to a source. An alternative way is to repeat the
source symbol as a destination. Since it is used more than once in the DFD it is marked with
a short diagonal.

3. When a process is exploded into lower level details, they are numbered.

4. The names of data stores and destinations are written in capital letters. Process and dataflow
names have the first letter of each work capitalized

A DFD typically shows the minimum contents of data store. Each data store should
contain all the data elements that flow in and out.

Questionnaires should contain all the data elements that flow in and out. Missing
interfaces redundancies and like is then accounted for often through interviews.

Salient Features of DFD’s

1. The DFD shows flow of data, not of control loops and decision are controlled considerations
do not appear on a DFD.
2. The DFD does not indicate the time factor involved in any process whether the dataflow take
place daily, weekly, monthly or yearly.

3. The sequence of events is not brought out on the DFD.

Rules Governing the DFD’s

Process

1) No process can have only outputs.

2) No process can have only inputs. If an object has only inputs than it must be a sink.

3) A process has a verb phrase label.

Data Store

1) Data cannot move directly from one data store to another data store, a process must move
data.

2) Data cannot move directly from an outside source to a data store, a process, which receives,
must move data from the source and place the data into data store

3) A data store has a noun phrase label.

Source or Sink

- origin and /or destination of data

1) Data cannot move direly from a source to sink it must be moved by a process

2) A source and /or sink has a noun phrase land

Data Flow

1) A Data Flow has only one direction of flow between symbols. It may flow in both directions
between a process and a data store to show a read before an update. The latter is usually
indicated however by two separate arrows since these happen at different type.
2) A join in DFD means that exactly the same data comes from any of two or more different
processes data store or sink to a common location.

3) A data flow cannot go directly back to the same process it leads. There must be at least one
other process that handles the data flow produce some other data flow returns the original
data into the beginning process.

4) A Data flow to a data store means update (delete or change).

5) A data Flow from a data store means retrieve or use.

Data Flow Diagram

Admin

Login

YES NO
Admin

View Owner
Details

View User Unauthorised

Details User

View Complaints

End Process
Owner

Login

YES NO
Owner

Owner
Registration

Login Unauthorised
User

Product Upload

End Process

User
Login

YES NO
User

User Registration

Unauthorised
Product Search
User

Complaints
Register

End Process
 Chapter V

System Requirements

The hardware and software specification specifies the minimum hardware and software required
to run the project. The hardware configuration specified below is not by any means the optimal
hardware requirements. The software specification given below is just the minimum
requirements, and the performance of the system may be slow on such system.

Hardware Requirements

 System : Pentium IV 2.4 GHz

 Hard Disk : 40 GB
 Floppy Drive : 1.44 MB
 Monitor : 15 VGA color
 Mouse : Logitech.
 Keyboard : 110 keys enhanced
 RAM : 256 MB

Software Requirements

 Operating System : Windows

 Front End : PHP
 Back End : MySQL
 Chapter VI

System Implementation

Implementation is the stage in the project where the theoretical design is turned into a working
system. The implementation phase constructs, installs and operates the new system. The most
crucial stage in achieving a new successful system is that it will work efficiently and effectively.

There are several activities involved while implementing a new project.

 End user Training

 End user Education
 Training on the application software

Modules

In this online complaint management system Project three modules are there such as
given below:

 Admin module
 Owner module
 User module (citizens)

Admin Module

Admin is the main module because he is the person who takes care about all details about
a particular site or any organization. he will check the owners and the users are eligible persons
are not. The whole information about users and owners is under his only. This module provides
administrator related functionalities. Administrator can create a new account and view all the
owner details, user details and complaints for all the products.

Then complaints for all the products and retrieve the complaints in our customers
satisfaction.
Owner Module

In this module owner module first of all owner can register his details, after that using his
user name and password he is logged on to the site. After login owner can eligible person for
uploading his products into site. Owner can upload information about the product like product
category, product name, product image, product cost, product color etc. Different owners can
upload different type of products and its information.

This module is about upload products. By using this module owner can upload products
details. Here different users can login and upload our products. Add all the information about
owner and login and upload the products .in this project for example owner can upload products
such as mobile, car, laptop etc. by uploading product details the popularity of particular product
increases so that there is a chance to buy more users. if that product becomes famous the owner
will get profit.

User Module

In this module user first register and after that login into the site. After that the customer
will search the product in site. The registered user can able to see the whole product details. Then
if he is satisfied with the information he used to buy that product, after that he will give the
comments for that particular product. This is very important because based on customer feedback
the owner can make changes in product. The main thing is owner should maintain quality of that
particular product.

This module is about users of this portal. By using this module user can any complaint to
either Owner or administrator officer about problems User must be registered with the system. A
user can check the complaint status. A user must send feedback after the petition complaint
solved by same user login.
 Chapter VII

Software Description

PHP

Hypertext Preprocessor (PHP) is a server-side scripting language designed primarily for

web development but also used as a general-purpose programming language. Originally created
by Rasmus Lerdorf in 1994, the PHP reference implementation is now produced by The PHP
Development Team. PHP originally stood for Personal Home Page, but it now stands for the
recursive acronym. PHP code may be embedded into HTML code, or it can be used in
combination with various web template systems, web content management systems and web
frameworks. PHP code is usually processed by a PHP interpreter implemented as a module in the
web server or as a Common Gateway Interface (CGI) executable. The web server combines the
results of the interpreted and executed PHP code, which may be any type of data, including
images, with the generated web page. PHP code may also be executed with a command-line
interface (CLI) and can be used to implement standalone graphical applications. The standard
PHP interpreter, powered by the Zend Engine, is free software released under the PHP License.
PHP has been widely ported and can be deployed on most web servers on almost every operating
system and platform, free of charge. The PHP language evolved without a written formal
specification or standard until 2014, leaving the canonical PHP interpreter as a de facto standard.
Since 2014 work has gone on to create a formal PHP specification. PHP is a widely-used open
source general-purpose scripting language that is especially suited for web development and can
be embedded into HTML. Instead of lots of commands to output HTML, PHP pages contain
HTML with embedded code that does "something".

The PHP code is enclosed in special start and end processing instructions that allow you
to jump into and out of "PHP mode." What distinguishes PHP from something like client-side
JavaScript is that the code is executed on the server, generating HTML which is then sent to the
client. The client would receive the results of running that script, but cannot know the underlying
code. The web server is configured to process all your HTML files with PHP. The best things in
using PHP are that it is extremely simple for a newcomer, but offers many advanced features for
a professional programmer.
Functions of PHP

 Generate dynamic page content

 Create, open, read, write, delete, and close files on the server
 Collect form data
 Send and receive cookies
 Add, delete and modify data in your database
 Can be used to control user-access
 Can encrypt data

Characteristics of PHP

Five important characteristics make PHP's practical nature possible

 Simplicity

 Efficiency

 Security

 Flexibility

 Familiarity

MYSQL

MySQL is an open-source relational database management system (RDBMS). Its name

is a combination of “My”, the name of co-founders Michael Widenius' daughter, and "SQL", the
abbreviation for Structured Query Language. The MySQL development project has made its
source code available under the terms of the GNU General Public License, as well as under a
variety of proprietary agreements. MySQL was owned and sponsored by a single for-profit firm,
the Swedish company MySQL AB, now owned by Oracle Corporation. For proprietary use,
several paid editions are available, and offer additional functionality.
 MySQL is a central component of the LAMP open-source web application software
stack (and other "AMP" stacks). LAMP is an acronym for "Linux, Apache, MySQL,
Perl/PHP/Python". Applications that use the MySQL database include: TYPO3, MODx, Joomla,
WordPress, phpBB, MyBB, and Drupal. MySQL is also used in many high-profile, large-scale
websites, including Google (though not for searches), Facebook, Twitter, Flickr, and YouTube.
MySQL is written in C and C++. Its SQL parser is written in yacc, but it uses a home-brewed
lexical analyzer. MySQL works on many system platforms, including AIX, BSDi, FreeBSD,
HP-UX, eComStation, i5/OS, IRIX, Linux, macOS, Microsoft Windows, NetBSD, Novell
NetWare, OpenBSD, OpenSolaris, OS/2 Warp, QNX, Oracle Solaris, Symbian, SunOS, SCO
OpenServer, SCO UnixWare, Sanos and Tru64. A port of MySQL to OpenVMS also exists.

MySQL is the most popular Open Source Relational SQL database management system.
MySQL is one of the best RDBMS being used for developing web-based software applications.

MySQL is a fast, easy-to-use RDBMS being used for many small and big businesses.
MySQL is developed, marketed, and supported by MySQL AB, which is a Swedish company.
MySQL is becoming so popular because of many good reasons:

 MySQL is released under an open-source license. So you have nothing to pay to use it.

 MySQL is a very powerful program in its own right. It handles a large subset of the
functionality of the most expensive and powerful database packages.

 MySQL uses a standard form of the well-known SQL data language.

 MySQL works on many operating systems and with many languages including PHP,
PERL, C, C++, JAVA, etc.

 MySQL works very quickly and works well even with large data sets.

 MySQL is very friendly to PHP, the most appreciated language for web development.

 MySQL supports large databases, up to 50 million rows or more in a table. The default
file size limit for a table is 4GB, but you can increase this (if your operating system can
handle it) to a theoretical limit of 8 million terabytes (TB).
  MySQL is customizable. The open-source GPL license allows programmers to modify
the MySQL software to fit their own specific environments.

Features

 A broad subset of ANSI SQL 99, as well as extensions

 Cross-platform support

 Stored procedures, using a procedural language that closely adheres to SQL/PSM

 Triggers

 Cursors

 Updatable views

 Online DDL when using the InnoDB Storage Engine.

 Information schema

 Performance Schema that collects and aggregates statistics about server execution and
query performance for monitoring purposes.

 A set of SQL Mode options to control runtime behavior, including a strict mode to better
adhere to SQL standards.

 X/Open XA distributed transaction processing (DTP) support; two phase commit as part
of this, using the default InnoDB storage engine

 Transactions with save points when using the default InnoDB Storage Engine. The NDB
Cluster Storage Engine also supports transactions.

 ACID compliance when using InnoDB and NDB Cluster Storage Engines

 SSL support
 Query caching

 Sub-SELECTs (i.e. nested SELECTs)

 Built-in replication support (i.e., master-master replication and master-slave replication)

with one master per slave, many slaves per master. Multi-master replication is provided
in MySQL Cluster, and multi-master support can be added to unclustered configurations
using Galera Cluster.

 Full-text indexing and searching

 Embedded database library

 Unicode support

 Partitioned tables with pruning of partitions in optimizer

 Shared-nothing clustering through MySQL Cluster

 Multiple storage engines, allowing one to choose the one that is most effective for each
table in the application.

 Native storage engines InnoDB, MyISAM, Merge, Memory (heap), Federated, Archive,
CSV, Blackhole, NDB Cluster.

 Commit grouping, gathering multiple transactions from multiple connections together to

increase the number of commits per second.
 Chapter VIII

System Testing

Software Testing

Software testing is an investigation conducted to provide stakeholders with information about

the quality of the product or service under test. Software testing can also provide an objective,
independent view of the software to allow the business to appreciate and understand the risks of
software implementation. Test techniques include, but are not limited to the process of executing
a program or application with the intent of finding software bugs (errors or other defects).The
purpose of testing is to discover errors. Testing is the process of trying to discover every
conceivable fault or weakness in a work product. It provides a way to check the functionality of
components, sub-assemblies, assemblies and/or a finished product It is the process of exercising
software with the intent of ensuring that the software system meets its requirements and user
expectations and does not fail in an unacceptable manner. There are various types of test. Each
test type addresses a specific testing requirement.

Software testing is the process of evaluation a software item to detect differences between given
input and expected output. Also to assess the feature of a software item. Testing assesses the
quality of the product. Software testing is a process that should be done during the development
process. In other words software testing is a verification and validation process.

Types of testing

There are different levels during the process of Testing .Levels of testing include the different
methodologies that can be used while conducting Software Testing. Following are the main
levels of Software Testing:

 Functional Testing.

 Non-Functional Testing.
 Steps Description

I The determination of the functionality that the intended application is meant to

perform.

II The creation of test data based on the specifications of the application.

III The output based on the test data and the specifications of the application.

IV The writing of Test Scenarios and the execution of test cases.

V The comparison of actual and expected results based on the executed test cases.

Functional Testing

Functional Testing of the software is conducted on a complete, integrated system to evaluate the
system's compliance with its specified requirements. There are five steps that are involved when
testing an application for functionality.

An effective testing practice will see the above steps applied to the testing policies of every
organization and hence it will make sure that the organization maintains the strictest of standards
when it comes to software quality.

Unit Testing

This type of testing is performed by the developers before the setup is handed over to the testing
team to formally execute the test cases. Unit testing is performed by the respective developers on
the individual units of source code assigned areas. The developers use test data that is separate
from the test data of the quality assurance team. The goal of unit testing is to isolate each part of
the program and show that individual parts are correct in terms of requirements and
functionality.
Limitations of Unit Testing

Testing cannot catch each and every bug in an application. It is impossible to evaluate every
execution path in every software application. The same is the case with unit testing.

There is a limit to the number of scenarios and test data that the developer can use to verify the
source code. So after he has exhausted all options there is no choice but to stop unit testing and
merge the code segment with other units.

Integration Testing

The testing of combined parts of an application to determine if they function correctly together is
Integration testing. There are two methods of doing Integration Testing Bottom-up Integration
testing and Top- down Integration testing.

S.N. Integration Testing Method

1 Bottom-up integration
This testing begins with unit testing, followed by tests of progressively higher-
level combinations of units called modules or builds.

2 Top-Down integration
This testing, the highest-level modules are tested first and progressively lower-
level modules are tested after that.

In a comprehensive software development environment, bottom-up testing is usually done first,

followed by top-down testing. The process concludes with multiple tests of the complete
application, preferably in scenarios designed to mimic those it will encounter in customers'
computers, systems and network.

System Testing

This is the next level in the testing and tests the system as a whole. Once all the components are
integrated, the application as a whole is tested rigorously to see that it meets Quality Standards.
This type of testing is performed by a specialized testing team. System testing is so important
because of the following reasons:

 System Testing is the first step in the Software Development Life Cycle, where the
application is tested as a whole.

 The application is tested thoroughly to verify that it meets the functional and technical
specifications.

 The application is tested in an environment which is very close to the production

environment where the application will be deployed.

 System Testing enables us to test, verify and validate both the business requirements as
well as the Applications Architecture.

Regression Testing

Whenever a change in a software application is made it is quite possible that other areas within
the application have been affected by this change. To verify that a fixed bug hasn't resulted in
another functionality or business rule violation is Regression testing. The intent of Regression
testing is to ensure that a change, such as a bug fix did not result in another fault being uncovered
in the application. Regression testing is so important because of the following reasons:

 Minimize the gaps in testing when an application with changes made has to be tested.

 Testing the new changes to verify that the change made did not affect any other area of
the application.

 Mitigates Risks when regression testing is performed on the application.

 Test coverage is increased without compromising timelines.

 Increase speed to market the product.

Acceptance Testing

This is arguably the most importance type of testing as it is conducted by the Quality Assurance
Team who will gauge whether the application meets the intended specifications and satisfies the
client requirements. The QA team will have a set of pre written scenarios and Test Cases that
will be used to test the application.

More ideas will be shared about the application and more tests can be performed on it to gauge
its accuracy and the reasons why the project was initiated. Acceptance tests are not only intended
to point out simple spelling mistakes, cosmetic errors or Interface gaps, but also to point out any
bugs in the application that will result in system crashers or major errors in the application.

By performing acceptance tests on an application the testing team will deduce how the
application will perform in production. There are also legal and contractual requirements for
acceptance of the system.

Alpha Testing

This test is the first stage of testing and will be performed amongst the teams (developer and QA
teams). Unit testing, integration testing and system testing when combined are known as alpha
testing. During this phase, the following will be tested in the application:

 Spelling Mistakes

 Broken Links

 Cloudy Directions

 The Application will be tested on machines with the lowest specification to test loading
times and any latency problems.

Beta Testing

This test is performed after Alpha testing has been successfully performed. In beta testing a
sample of the intended audience tests the application. Beta testing is also known as pre-release
testing. Beta test versions of software are ideally distributed to a wide audience on the Web,
partly to give the program a "real-world" test and partly to provide a preview of the next release.
In this phase the audience will be testing the following:

 Users will install, run the application and send their feedback to the project team.

 Typographical errors, confusing application flow, and even crashes.

 Getting the feedback, the project team can fix the problems before releasing the software
to the actual users.

 The more issues you fix that solve real user problems, the higher the quality of your
application will be.

 Having a higher-quality application when you release to the general public will increase
customer satisfaction.

Non-Functional Testing

This section is based upon the testing of the application from its non-functional attributes. Non-
functional testing of Software involves testing the Software from the requirements which are
nonfunctional in nature related but important a well such as performance, security, and user
interface etc. Some of the important and commonly used non-functional testing types are
mentioned as follows:

Performance Testing

It is mostly used to identify any bottlenecks or performance issues rather than finding the bugs in
software. There are different causes which contribute in lowering the performance of software:

 Network delay.

 Client side processing.

 Database transaction processing.

 Load balancing between servers.

  Data rendering.

Performance testing is considered as one of the important and mandatory testing type in terms of
following aspects:

 Speed (i.e. Response Time, data rendering and accessing)

 Capacity

 Stability

 Scalability

It can be either qualitative or quantitative testing activity and can be divided into different sub
types such as Load testing and Stress testing.

Load Testing

A process of testing the behavior of the Software by applying maximum load in terms of
Software accessing and manipulating large input data. It can be done at both normal and peak
load conditions. This type of testing identifies the maximum capacity of Software and its
behavior at peak time. Most of the time, Load testing is performed with the help of automated
tools such as Load Runner, App Loader, IBM Rational Performance Tester, Apache J Meter, Silk
Performer, Visual Studio Load Test etc. Virtual users (V Users) are defined in the automated
testing tool and the script is executed to verify the Load testing for the Software. The quantity of
users can be increased or decreased concurrently or incrementally based upon the requirements.

Stress Testing

This testing type includes the testing of Software behavior under abnormal conditions. Taking

away the resources, applying load beyond the actual load limit is Stress testing.

The main intent is to test the Software by applying the load to the system and taking over the
resources used by the Software to identify the breaking point. This testing can be performed by
testing different scenarios such as:
  Shutdown or restart of Network ports randomly.

 Turning the database on or off.

 Running different processes that consume resources such as CPU, Memory, server etc.

Usability Testing

This section includes different concepts and definitions of Usability testing from Software point
of view. It is a black box technique and is used to identify any error(s) and improvements in the
Software by observing the users through their usage and operation.

According to Nielsen, Usability can be defined in terms of five factors i.e. Efficiency of use,
Learn-ability, Memor-ability, Errors/safety, satisfaction. According to him the usability of the
product will be good and the system is usable if it possesses the above factors.

Nigel Bevan and Macleod considered that Usability is the quality requirement which can be
measured as the outcome of interactions with a computer system. This requirement can be
fulfilled and the end user will be satisfied if the intended goals are achieved effectively with the
use of proper resources.

Molich in 2000 stated that user friendly system should fulfill the following five goals i.e. Easy to
Learn, Easy to Remember, Efficient to Use, Satisfactory to Use and Easy to Understand.

In addition to different definitions of usability, there are some standards and quality models and
methods which define the usability in the form of attributes and sub attributes such as ISO-9126,
ISO-9241-11, ISO-13407 and IEEE std.610.12 etc.

UI vs. Usability Testing

UI testing involves the testing of Graphical User Interface of the Software. This testing ensures
that the GUI should be according to requirements in terms of color, alignment, size and other
properties.

On the other hand Usability testing ensures that a good and user friendly GUI is designed and is
easy to use for the end user. UI testing can be considered as a sub part of Usability testing.
Security Testing

Security testing involves the testing of Software in order to identify any flaws ad gaps from
security and vulnerability point of view. Following are the main aspects which Security testing
should ensure:

 Confidentiality.

 Integrity.

 Authentication.

 Availability.

 Authorization.

 Non-repudiation.

Portability Testing

Portability testing includes the testing of Software with intend that it should be re-useable and
can be moved from another Software as well. Following are the strategies that can be used for
Portability testing.

 Transferred installed Software from one computer to another.

 Building executable (.exe) to run the Software on different platforms.

Portability testing can be considered as one of the sub parts of System testing, as this testing type
includes the overall testing of Software with respect to its usage over different environments.
 Chapter IX

Conclusion

It meets the information requirements specified to a great extent. The system has been
designed keeping in view the present and future requirements in mind and made very flexible.
The system has been divided in modules so that each module has a separate entity making the
modifications easy without affecting its design. There is always room for improvements in
software, however efficient it may be. The online compliant management system is a web-based
application for primarily providing training to the employees who provide customized solutions
to meet organizational needs. This application software has been computed successfully and was
also tested successfully by taking “test cases”. It is user friendly, and has required options, which
can be utilized by the user to perform the desired operations.
 References

1. B.Y. Ricardo And R.N. Berthier, Modern Information Retrieval. Addison Wesley
Longman, 1999
2. H. Kim, P. Howland, And H. Park, “Dimension Reduction In Textclassification With
Support Vector Machines,” J. Machine Learning Research, Vol. 6, Pp. 37-53, 2005.
3. R. Kohavi And G. John, “Wrappers For Feature Subset Selection,” Aritficial Intelligence,
Vol. 97, No. 1-2, Pp. 273-324, 1997.
4. F. Sebastiani, “Machine Learning In Automated Text Categorization,” Acm Computing
Surveys, Vol. 34, No. 1, Pp. 1-47, 2002
5. Y. Yang And J.O. Pedersen, “A Comparative Study On Feature Selection In Text
Categorization,” Proc. 14th Int’l Conf. Machine Learning, Pp. 412-420, 1997.
6. D.D. Lewis, “Feature Selection And Feature Extraction For Text Categorization,” Proc.
Workshop Speech And Natural Language, Pp. 212-217, 1992
7. E.F. Combarro, E. Montan˜ E´S, I. Dı´Az, J. Ranilla, And R. Mones , “Introducing A
Family Of Linear Measures For Feature Selection In Text Categorization,” IEEE Trans.
Knowledge And Data Eng., Vol. 17, No. 9, Pp. 1223-1232, Sept. 2005.