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DESIGN AND IMPLEMENTATION OF CAMPUS ONLINE HELP DESK INFORMATION SYSTEM

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TITLE PAGE

DESIGN AND IMPLEMENTATION OF CAMPUS ONLINE HELP DESK INFORMATION SYSTEM

BY

---
EE/H2013/01430
DEPARTMENT OF ----
SCHOOL OF ---
INSTITUTE OF ---

DECEMBER,2018



APPROVAL PAGE

This is to certify that the research work, "design and implementation of campus online help desk information system" by ---, Reg. No. EE/H2007/01430 submitted in partial fulfillment of the requirement award of a Higher National Diploma on --- has been approved.

By
---                                                     . ---
Supervisor                                                  Head of Department.
Signature……………….                           Signature……………….        

……………………………….
---
External Invigilator



DEDICATION
This project is dedicated to Almighty God for his protection, kindness, strength over my life throughout the period and also to my --- for his financial support and moral care towards me.Also to my mentor --- for her academic advice she often gives to me. May Almighty God shield them from the peril of this world and bless their entire endeavour Amen.



ACKNOWLEDGEMENT

The successful completion of this project work could not have been a reality without the encouragement of my --- and other people. My immensely appreciation goes to my humble and able supervisor mr. --- for his kindness in supervising this project.
My warmest gratitude goes to my parents for their moral, spiritual and financial support throughout my study in this institution.
My appreciation goes to some of my lecturers among whom are Mr. ---, and Dr. ---. I also recognize the support of some of the staff of --- among whom are: The General Manager, Deputy General manager, the internal Auditor Mr. --- and the ---. Finally, my appreciation goes to my elder sister ---, my lovely friends mercy ---, ---, --- and many others who were quite helpful.


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ABSTRACT

The abstract of the project is now the online help desk information system has eased the general public who wish to make there enquires, log complaints, make a suggestion. These incidents vary significantly in type and urgency and require the attention of officials (hereafter referred to as ‘users’) within one or more Public Sector entities. The Campus online help desk has a Human Resource System with a single purpose of maintaining sensitive information that is required for a few key employees outside of HR. The Campus online help desk is a major change to the way thing is currently done. Using the Campus online help desk must be a Company Directive otherwise it will never be fully implemented. In other to achieve the best out of this work, Html,PHp, javascript was used for the design of the web-based program.

TABLE OF CONTENTS

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 ………………………………………………………………………1

  1. INTRODUCTION……………………………………………………………….1
  1. STATEMENT OF THE PROBLEM ……………………………………………2
  1. PURPOSE OF STUDY………………………………………………………….3
  1. SIGNIFICANCE OF STUDY:……………………………………………….…..3
  1. AIMS AND OBJECTIVES…………………………………………………..…..4
  1. SCOPE OF STUDY…………………………………………………………..….5
  1. LIMITATION OF STUDY:……………………………………………………...5
  1. DEFINITION OF TERMS ………………………………………………………5

CHAPTER TWO

  1. LITERATURE REVIEW……………………………………………………..….7
  1. CUSTOMER SERVICE………………………………………………………..…7
  1. MANAGE YOUR CUSTOMER INFORMATION………………………………12
  1. MEASURE YOUR CUSTOMER SERVICE LEVEL…………………………….12
  1. CUSTOMER FEEBACK AND CUSTOMER PROGRAMMES…………………..15
  1. CUSTOMER LOYALTY SCHEMES……………………………………………..15
  1. USE CUSTOMER CARE TO INCREASE SALES………………………………..16
  1. HOW TO DEAL WITH CUSTOMER COMPLAINTS…………………………..18

CHAPTER THREE

  1. METHODOLOGY AND ANALYSIS OF THE EXISTING SYSTEM………………20
  1. RESEARCH METHODOLOGY…………………………………………………20
  1. OBJECT-ORIENTED ANALYSIS AND DESIGN ………………………………21
  1. STRUCTURE SYSTEM ANALYSIS AND DESIGN METHODOLOGY………23
  1. EXTREME PROGRAMMING…………………………………………………….24
  1. COMPUTER AIDED SOFTWARE ENGINEERING …………………………….26
  1. PROTOTYPING …………………………………………………………………..28
  1. METHODOLOGY ADOPTED IN RESEARCH…………………………………30
  1. FEASIBILITY STUDY STEP: 0…………………………………………………30
  1. REQUIRMENT ANALYSIS STEP 1 AND 2……………………………………..34
  1. REQUREMENT SPECIFICATION STEP 3………………………………………36
  1. LOGICAL SYSTEM SPECIFICATION STEP 4 & 5……………………………37
  1. PHYSICAL DESIGN STEP 6…………………………………………………….39
  1. ANALYSIS OF THE EXISTING SYSTEM……………………………………….40
  1. OBJECTIVES OF THE EXISTING SYSTEM…………………………………….41
  1. ORGANIZATIONAL STRUCTURE……………………………………………..42
  1. INPUT ANALYSIS……………………………………………………………….43
  1. OUTPUT ANALYSIS……………………………………………………………43
  1. PROCESS ANALYSIS……………………………………………………………44
  1. DATA FLOW DIAGRAM…………………………………………………………44
  1. PROBLEMS OF THE EXISTING SYSTEM…………………………………...45
  1. JUSTIFICATION FOR THE NEW SYSTEM……………………………………..46

CHAPTER FOUR

  1. DESIGN OF THE NEW SYSTEM……………………………………………47
  1. OUTPUT SPECIFICATION AND DESIGN…………………………………..47
  1. INPUT SPECIFICATION AND DESIGN………………………………………….47
  1. FILE DESIGN……………………………………………………………………..49
  1. PROCEDURE CHART……………………………………………………………50
  1. SYSTEM FLOW CHART………………………………………………………51
  1. SYSTEM REQUIREMENTS………………………………………………………52
  1. PROGRAM DESIGN …………………………………………………………….52
  1. PROGRAM FLOW CHART………………………………………………………53
  1. PSEUDO CODE…………………………………………………………………….54
  1. CHIOCE OF PROGRAMME LANGUAGE:……………………………………..59
  1. SOURCE OF PROGRAM LISTING……………………………………………...59
  1. TEST DATA………………………………………………………………………59
  1. SAMPLE REPORT……………………………………………………………….59
  1. DOCUMENTATION………………………………………………………………59
  1. PROGRAM DOCUMENTATION………………………………………………..60

CHAPTER FIVE

SUMMARY,CONCLUSION AND RECOMMENDATIONS…………………………61

  1. SUMMARY………………………………………………………………………..61
  1. CONCLUSION…………………………………………………………………….62
  1. RECOMMENDATIONS……………………………………..……………………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

CHAPTER ONE

1.0       INTRODUCTION

Background of the Study

Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales.

From your telephone manner to the efficiency of your order-fulfillment systems, almost every aspect of your business affects the way your customers view your business. There are also specific programmes you can put in place to increase your level of customer care.

This guide outlines what customer care involves. It explains how you can use customer contact, feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Customer care involves putting systems in place to maximize your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.

Customer care is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when you're recruiting.

But don't neglect the importance of customer care in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business.

A huge range of factors can contribute to customer satisfaction, but your customers - both consumers and other businesses - are likely to take into account:

how well your product or service matches customer needs the value for money you offer

your efficiency and reliability in fulfilling orders

the professionalism, friendliness and expertise of your employees how well you keep your customers informed

the after-sales service you provide

  1. 2 STATEMENT OF PROBLEM

Owing to:

    1. The difficulties people face in transferring information/data.
  1. Unwillingness attitude of some Caritas University staff when checking their customers’ information.
  1. Fragile nature of customers’ information.
  1. Difficulties people encountered when checking their customers information
  1. Time wasted in manual processing of students’ information.
  1. Important nature of students’ information in the business world. The need arise for the development of an online help desk to alleviate these problems.
  1. 3 PURPOSE OF STUDY

The main purpose of this study is to put to an end the difficulties people encountered when checking their customers information. This is actualized by designing computerized CAMPUS ONLINE HELP DESK which is user friendly and interactive. By the time this software is designed and implemented, the difficulties encountered with manual method of checking customers’ information will be eliminated.

  1. 4 SIGNIFICANCE OF STUDY

With the growth in information technology, the study offers numerous benefits to the Caritas University and to any organization that deals on customers’ information.

Manual method of checking customers’ information will no longer be there again because it will be done by the computer with the help of the computerized CAMPUS ONLINE HELP DESK.

Because of the easy to use nature of the CAMPUS ONLINE HELP DESK, any organization can easily buy it to make use of them.

  1. 5 AIMS AND OBJECTIVES

The aims and objectives of this project are listed below:

 To develop software called CAMPUS ONLINE HELP DESK that will replace the manual method.
 To develop, promote, and provide adequate and efficiently CAMPUS

ONLINE HELP DESK.

 To maintain an efficient system of collection, sorting and delivery of customers information.

 To demonstrate increased motivation to the Caritas University workers.
 To eliminate the error involved with the manual method of checking customers’ information.

 To save the time wasted with manual method of checking customers’ information.

  1. 6 SCOPE OF STUDY

This project work is narrowed to Caritas University. It deals with the development of CAMPUS ONLINE HELP DESK to help in the checking of customers’ information.

  1. 7 LIMITATION OF STUDY

Owing to the scope of this project work as stated above, this project work is limited to CAMPUS ONLINE HELP DESK.

It is important to mention here that time was a major constraint in the course of fact finding. It is also wise to mention here that some information we need to work with was not collected because of the unwillingness of the staff to review such information.

  1. 8 DEFINITION OF TERMS

Business: is a legally recognized organization designed to provide goods, services, or both to consumers or tertiary business in exchange for money.

Computer: A computer is a programmable machine that receives input, stores and manipulates data, and provides output in a useful format.

Customer: A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor.

Database: A database is a system intended to organize, store, and retrieve large amounts of data easily.[1] It consists of an organized collection of data for one or more uses, typically in digital form.

Report: Reports are often used to display the result of an experiment, investigation, or inquiry.

Order: Confirmed request by one party to another to buy, sell, deliver, or receive goods or services under specified terms and conditions.

System: whole compounded of several parts or members, system", literary "composition". Is a set of interacting or interdependent system components forming an integrated whole.

Information: is a processed data.

Storage: is a device for recording (storing) information (data)

Staff: a set of people, such as the employees or volunteers, within an

organization

1.8                                                    PLAN OF THE STUDY
This project work stems on communication as an important tool for the development of an institution. This study is basically divided into five (5) chapters.
CHAPTER ONE: Takes on the introduction of the subject matter. If consists of the super significance and definition of terms of the study.
CHAPTER TWO: This is the literature review this entails the works that had been done on this particular topic which was done by other researchers.
CHAPTER THREE: Will talk about the Methodist that the researcher adopted in getting necessary materials or information that will facilitate the success of the research work.
CHAPTER FOUR: Explain how the researcher was able to analysis and present the data he got for his work while the chapter:
CHAPTER FIVE: Brings everything to conclusion the researcher does his summary and give necessary recommendation where needed.


CHAPTER TWO: The chapter one of this work has been displayed above. The complete chapter two of "design and implementation of campus online help desk information system" is also available. Order full work to download. Chapter two of "design and implementation of campus online help desk information system" consists of the literature review. In this chapter all the related work on "design and implementation of campus online help desk information system" was reviewed.

CHAPTER THREE: The complete chapter three of "design and implementation of campus online help desk information system" is available. Order full work to download. Chapter three of "design and implementation of campus online help desk information system" consists of the methodology. In this chapter all the method used in carrying out this work was discussed.

CHAPTER FOUR: The complete chapter four of "design and implementation of campus online help desk information system" is available. Order full work to download. Chapter four of "design and implementation of campus online help desk information system" consists of all the test conducted during the work and the result gotten after the whole work

CHAPTER FIVE: The complete chapter five of design and construction of a "design and implementation of campus online help desk information system" is available. Order full work to download. Chapter five of "design and implementation of campus online help desk information system" consist of conclusion, recommendation and references.

 

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