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.