DESIGN AND IMPLEMENTATION OF A COMPLAINT MANAGEMENT SYSTEM

Abstract

This study aimed at the design and implementation of an electronic complaint management system for Mountain Top University. The existing system is characterized with several anomalies such as inaccurate reports, lack of privacy in lodging complaints, lack of adequate feedback mechanism and unnecessary delays. The proposed system was designed to overcome all these challenges found in the existing system. Data relating to complains management was collected from the student‟s affairs department of the University, which was used to design a model for complaint management using some Unified Modelling Language (UML) tools such as Use Case diagrams and Activity Diagram. The model was implemented using PHP, CSS, Ajax/ JavaScrip, and mySql. The system developed was thereafter tested using a black box testing technique in order to observe the functionality of the system. The study concludes that the computerized complaint management system, if deployed, would efficiently eliminate all the challenges associated with the existing system of complaint management at MTU, and increase the productivity of the administrative processes of the University at large.