Design and implementation of campus online help desk information system

• Page No. COVER PAGE LOGO TITLE PAGE……………………………………………………………………………i APPROVAL PAGE……………………………………………………………………..ii CERTIFICATION PAGE ………………………………………………………………iii DEDICATION ACKNOWLEDEMENT ………………………………………………iv ABSTRACT……………………………………………………………………………..v TABLE OF CONTENT…………………………………………………………………vii

Chapter ONE

INTRODUCTION

• ………………………………………………………………………1
• 1.0INTRODUCTION……………………………………………………………….1
• 1.1STATEMENT OF THE PROBLEM ……………………………………………2
• 1.2PURPOSE OF STUDY………………………………………………………….3
• 1.3SIGNIFICANCE OF STUDY:……………………………………………….…..3
• 1.4AIMS AND OBJECTIVES…………………………………………………..…..4
• 1.5SCOPE OF STUDY…………………………………………………………..….5
• 1.6LIMITATION OF STUDY:………………………………………………………5
• 1.7DEFINITION OF TERMS ………………………………………………………5

Chapter TWO

LITERATURE REVIEW

• 2.0LITERATURE REVIEW……………………………………………………..….7 9
• 2.1CUSTOMER SERVICE………………………………………………………..…7
• 2.3MANAGE YOUR CUSTOMER INFORMATION………………………………12
• 2.4MEASURE YOUR CUSTOMER SERVICE LEVEL…………………………….12
• 2.5CUSTOMER FEEBACK AND CUSTOMER PROGRAMMES…………………..15
• 2.6CUSTOMER LOYALTY SCHEMES……………………………………………..15
• 2.7USE CUSTOMER CARE TO INCREASE SALES………………………………..16
• 2.8HOW TO DEAL WITH CUSTOMER COMPLAINTS…………………………..18

Chapter THREE

SYSTEM DESIGN AND IMPLEMENTATION

• 3.0METHODOLOGY AND ANALYSIS OF THE EXISTING SYSTEM………………20
• 3.1RESEARCH METHODOLOGY…………………………………………………20 3.
• 1.1OBJECT-ORIENTED ANALYSIS AND DESIGN ………………………………21 3.
• 1.2STRUCTURE SYSTEM ANALYSIS AND DESIGN METHODOLOGY………23 3.
• 1.3EXTREME PROGRAMMING…………………………………………………….24 3.
• 1.4COMPUTER AIDED SOFTWARE ENGINEERING …………………………….26 3.
• 1.5PROTOTYPING …………………………………………………………………..28 3.
• 1.6METHODOLOGY ADOPTED IN RESEARCH…………………………………30 3.1.
• 6.1FEASIBILITY STUDY STEP: 0…………………………………………………30 3.1.
• 6.2REQUIRMENT ANALYSIS STEP 1 AND 2……………………………………..34 3.1.
• 6.3REQUREMENT SPECIFICATION STEP 3………………………………………36 3.1.
• 6.4LOGICAL SYSTEM SPECIFICATION STEP 4 & 5……………………………37 3.1.
• 6.5PHYSICAL DESIGN STEP 6…………………………………………………….39 10 3.
• 2.ANALYSIS OF THE EXISTING SYSTEM……………………………………….40
• 3.3OBJECTIVES OF THE EXISTING SYSTEM…………………………………….41
• 3.4ORGANIZATIONAL STRUCTURE……………………………………………..42
• 3.5INPUT ANALYSIS……………………………………………………………….43
• 3.6OUTPUT ANALYSIS……………………………………………………………43
• 3.7PROCESS ANALYSIS……………………………………………………………44 3.
• 8.DATA FLOW DIAGRAM…………………………………………………………44
• 3.9PROBLEMS OF THE EXISTING SYSTEM……………………………………45
• 3.10JUSTIFICATION FOR THE NEW SYSTEM……………………………………..46

Chapter FOUR

SYSTEM TESTING AND EVALUATION

• 4.1DESIGN OF THE NEW SYSTEM……………………………………………47
• 4.2OUTPUT SPECIFICATION AND DESIGN…………………………………..47
• 4.3INPUT SPECIFICATION AND DESIGN………………………………………….47
• 4.4FILE DESIGN……………………………………………………………………..49
• 4.5PROCEDURE CHART……………………………………………………………50
• 4.6SYSTEM FLOW CHART………………………………………………………51
• 4.7SYSTEM REQUIREMENTS………………………………………………………52
• 4.8PROGRAM DESIGN …………………………………………………………….52
• 4.9PROGRAM FLOW CHART………………………………………………………53
• 4.10PSEUDO CODE…………………………………………………………………….54
• 4.11CHIOCE OF PROGRAMME LANGUAGE:……………………………………..59 11
• 4.12SOURCE OF PROGRAM LISTING………………………………………………59
• 4.13TEST DATA………………………………………………………………………59
• 4.14SAMPLE REPORT……………………………………………………………….59
• 4.15DOCUMENTATION………………………………………………………………59
• 4.16PROGRAM DOCUMENTATION………………………………………………..60

Chapter FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

• CONCLUSION AND RECOMMENDATIONS…………………………61
• 5.1SUMMARY………………………………………………………………………..61
• 5.2CONCLUSION…………………………………………………………………….62
• 5.3RECOMMENDATIONS……………………………………..……………………64 REFERENCES…………………………………………………………………………….65 APPENDICES ……………………………………………………………………………66 APPENDIX I: LOGIN…………………………………………………………………….67 APPENDIX II: CREATE AN ACCOUNT……………………………………………….68 APPENDIX III: CONGRATULATION PAGE…………………………………………..69 APPENDIX IV: DOWNLOAD PAGE……………………………………………………70 12