Design and implementation of a Complaint Management System – Complete project material



Table of Contents

Chapter 1: Introduction
1.1 Background of the Study
1.2 Problem Statement
1.3 Research Questions
1.4 Objectives of Study
1.5 Significance of the Study
1.6 Limitations of Study
1.7 Scope of Study

Chapter 2: Literature Review
2.1 Overview of Complaint Management Systems
2.2 Importance of Complaint Management Systems
2.3 Existing Systems and Technologies
2.4 Key Features and Functionality

Chapter 3: System Design
3.1 System Architecture
3.2 User Interface Design
3.3 System Modules
3.4 Database Design

Chapter 4: Implementation
4.1 Software Development Process
4.2 Testing and Quality Assurance
4.3 Deployment and Maintenance
4.4 Challenges Faced

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations for Future Research

Project Summary

The final year project topic “Design and Implementation of a Complaint Management System” aims to develop a software system that can efficiently handle complaints and feedback from customers. The system will provide an organized platform for managing customer complaints, tracking their status, and resolving issues in a timely manner.

Chapter one provides an introduction to the project, outlining the background, problem statement, research questions, objectives, significance, limitations, and scope of the study. The objective of the study is to design and implement a Complaint Management System to improve customer satisfaction and streamline complaint resolution processes.

Chapter two focuses on the literature review, discussing the importance of Complaint Management Systems, existing systems, technologies, and key features. This chapter provides a comprehensive overview of the current state of complaint management practices and technologies.

Chapter three delves into the system design, covering aspects such as system architecture, user interface design, modules, and database design. The design phase is crucial in ensuring that the system meets the requirements and expectations of end-users.

Chapter four details the implementation process, including software development, testing, deployment, and maintenance. Challenges faced during the development phase are also discussed, highlighting the importance of thorough testing and quality assurance practices.

Chapter five concludes the project with a summary of findings, conclusions drawn from the study, and recommendations for future research. The project aims to enhance customer service and satisfaction by providing an efficient and effective Complaint Management System.

In conclusion, the Design and Implementation of a Complaint Management System project is a valuable contribution to the field of customer relationship management. The system has the potential to significantly improve customer satisfaction levels and streamline complaint resolution processes for organizations.


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