complaint takes place when something goes wrong with no one willing to deal
with the topic. If a customer fails to express oneself about something that
went wrong, the firm stands to lose: an opportunity to improve has been missed.
In order to retain existing customers, complaint management should be more than
just a system of monitoring customer satisfaction: customers must be encouraged
to bring out their concerns in form of complaints.
This study focuses on complaint management from two
viewpoints: customer-based and delivery-based complaints. Processes and systems
of complaint handling are discussed in context of continuous improvement and
problem solving. In addition, methodologies and models supporting employee
empowerment are discussed. The main purpose of this study is to create an
interface solution to unify communication between a team of operative
purchasing and the customer in order to improve data acquisition and
utilization within decision-making. The most critical elements of this study
pertain to analysing the present state, choosing the correct system for
complaint management, and designing documents to support the communication
towards both suppliers and customers.
The study was carried out in the form of focused
interviews. At an early stage employees from different positions were
interviewed for relevant background information. In addition, current processes
were studied both from quantitative and qualitative point of view and the
performance was evaluated in comparison against two other teams alike.
Managerial interviews had an important role in the development process from a
strategic point of view. Interviews indicated that complaints were perceived
low within the work task hierarchy due to their rareness. Monthly complaintper-
buyer rate was close to zero resulting in lack of motivation. The lack of
standardized process practices and supporting documents was also apparent.
BACKGROUND TO THE STUDY
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, integrated
conflict management system, or dispute system) is a set of procedures used in
organizations to address complaints and resolve disputes.
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. Firstly, it
created the requirement for clear techniques so that all specialists knew and
decides that oversee implicit rules, and moves that may be made against them if
these guidelines were charged. Besides, it prompted more prominent clarity and
consistency of executive activities to determination the protests.
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
1.2 AIM AND OBJECTIVE OF STUDY
project is aimed at implementing a complaint management system which will be
having the underlisted objectives
Receive daily complain from customer.
Allow customer to registered and obtain
username and password to login into the system and lodge in their complain and
view previous complain.
To provide a medium through which
authorize personnel can attend to those complain from customers from any
Simultaneously update changes made to
any data, item in the entire database.
1.3 STATEMENT OF PROBLEM
research work was undertaken to uncover the various problems with conventional
complaint management system. These include;
Incomprehensive complaints history.
Inconsistency in customer interaction.
Lack of prompt updating as to when a
complaint issues has been resolved.
Lack of legitimate precise, concise data
about the customer implicit rules and character.
1.4 RESEARCH QUESTIONS
research work “design and implementation of an interactive complaint management
system for organizations” the system will be a web-based application and will
be implemented on a relational database system (MySQL). HTML (hypertext markup
the web-user interface; PHP (hypertext preprocessor) will be used as the
serve-side script language to link the interface and the database.
1.5 SIGNIFICANCE OF THE STUDY
significance of this study is to serve better than the existing system which is
highly manual and therefore difficult in terms of monitoring the complaint, it
improve database and enhance effectiveness, efficiency and security of the
system. It is also intended that the study will help in the development of a
new and hopefully and standard better computer aided system.
new system will save time, reduce improper handling of complaint system and
also improve relationship between customer, staff and management.
system is expected to be easy as customer can login their complaint anytime,
staff and management also can equally response to online complaint in a more
easy way and reduced turnaround time in responding to customers issues.
1.6 SCOPE OF THE STUDY
can be used by any IT firm, Government secretariat, Law firm, SMEs, Health
establishment, Media firms and financial institutions like banks. To manage
client complaint and improve customer relationship. This research work is
limited by time constraints and unavailability of resources. Design to help
client login their complaint and request for management helps concern any
Approach and Methodology
The main research methods used in
this research are mostly qualitative: focus of this study relates strongly to
business excellence and development. Methods reviewed are linked to process
thinking and continuous improvement together with problem solving.
interviews and discussion are the main source of gleaning empirical data.
process orientation and overview are absorbed in form of given topic
interviews. During the actual interface development process, continuous
feedback will be collected. In addition, propositions and solutions are
exhaustively discussed using a peer and/or management review.
to the limited period of time, the study is carried out from only one team’s
point of view. On a more global level, the procurement team is responsible for
supplier management and processes related (e.g. claim management). To narrow
down the research scope even further, this study only concentrates on certain
types of claims leaving for example warranty issues outside the scope.
1.8 DEFINITION OF TERMS
an organized collection of data that is stored in computer and can be accessed
and used in various ways.
DATABASE MANAGEMENT SYSTEM: it uses relation or two dimensional tables to store
it is English like database query language used for retrieving and managing
data in a relational database management system, it is a query language for
querying and modifying data and managing databases.
originally stood for personal homepage currently, it is known as hypertext
preprocessor widely used as a general purpose server-side scripting language
that was originally designed for developing dynamic web pages.
(Hypertext markup language) is the set of markup symbols or codes inserted in a
file intended for display on a World Wide Web browser page.
STYLE SHEETS: (CSS) is a style sheet language used for describing the
presentation of a document written in a markup language.css is a cornerstone
technology used by most websites to create visually engaging webpages, user
interfaces for web applications.
SCRIPT: is an object-oriented computer programming language commonly used to
create interactive effects within web browsers. In script languages it is
easier and faster to code in than the more structured and complied languages
such as C and C++…