TITLE PAGE

IPMACT OF DRUG LAW ENFORCEMENT AGENCY TO THE SOCIETY

SEMINAR PRESENTATION

WRITTEN BY

UMAHI PRECIOUS AMARACHI

FCAI/CST/ND/2019/2020/0507

SUBMITTED TO

DEPARTMENT OF COMPUTER SCIENCE TECHNOLOGY,

FEDERAL COLLEGE OF AGRICULTURE, ISHIAGU EBONYI STATE.

NOVEMBER, 2021

TABLE OF CONTENT

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TITLE PAGE.................................................................................... i

TABLE OF CONTENT......................................................................i

1. INTRODUCTION......................................................................... 1

3. BENEFITS OF COMPLAINT MANAGEMENT SYSTEM IN THE

SOCIETY.......................................................................................8

Every Customer Opinion Impacts Business...............................8

Maintain Brand Reputation.......................................................9

Creating Niche..........................................................................9

Higher Conversion Rate...........................................................10

Customer Retention................................................................10

4.0 CONCLUSION AND RECOMMENDATION.............................11

REFERENCES.............................................................................12

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1. INTRODUCTION

For many years, records management and the physical filing and retrieval of

information were what companies did until the 80’s when word processing sprung

into life. Suddenly, documents were appearing in hardcopy and on computer. Over

the next decade, document and document image management tried to find a footing

in corporate and government offices but even though they worked to a degree, they

were complex, extremely expensive, hard to manage and require a lot of effort for

the users to index documents (Knowledgeone, 2005). In common language the

word document usually means an information carrier containing written or drawn

information for a particular purpose. Central to the idea of a document is usually

that it can be easily transferred, stored and handled as a unit (Bjork, 2002).

Organizing large volumes of physical records are difficult and there are instances

where it is difficult to extract a record/document from the large volume of them, it

is almost certain that management of document is prone to human error (Akashah,

Syamsul, Jusoff & Christon, 2011).

Nowadays, storage systems are increasingly subject to attacks. So the security

system is quickly becoming mandatory feature of the data storage systems. For the

security purpose we are always dependent on the cryptography techniques

(Kahanwal, Dua & Singh, 2012). Encryption is the most effective way of computer

science concerned with developing schemes and formula to achieve data and

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information security through the use of codes (Das, Lanjewar & Sharma, 2013).

Today the privacy is the main issue to sending information from one point to

another in data transmission. Encryption is the procedure that allows messages or

information to be encoded in such a way that it is extremely difficult to read or

understand where decryption is the procedure to transforming encoded text into the

original message and information (Das et al., 2013).

Why encryption? It is obvious there are developments in the field of information

technology likewise have malware (a software that gives partial or full control of

your computer to do whatever the malware creator wants) and Sniffer (a program

or a piece of hardware that can intercept and log traffic passing over a digital

network or part of a network) technology improved giving rise to unauthorized

access and control of information, records and data. Security is a critical issue any

organization can’t joke about.

Therefore, electronic file management system for drug enforcement agency which

for the purpose of this work is taken as the improved electronic document

management system will be considered by using encryption, decryption and

compression algorithm to strike balance into document management systems to

improve it security and space management features, it can’t be predicted when an

attack targeted at rendering document useless or exposing vital information may

occur.

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).

2.1 Importance of Complaining

Cornwell, et al. (1991) emphasize the significance of complaining by

stating: So important is the single complaint, that it has been

argued that in low growth, highly competitive markets, a viable

marketing strategy is to maximize the number of complaints from

dissatisfied consumers to achieve the lowest possible level of

consumer turnover.

There is a consensus among researchers that complaints allow

sellers to fulfill their obligations to buyers. Many existing

businesses rely on information obtained from complaining to

improve the quality of their services and products (Best, 1981;

Fisher, Garrett, Arnold, & Ferris, 1999; Singh & Pandya, 1991). The

importance of effective business-customer relationship management

has been increasingly recognized by both academic and marketing

practitioners (Watkins & Liu, 1996).

Jones (2006) looked at how IHLs must respond to a growing

complaints culture by students becoming more assertive in their

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demands and expectations of their higher education experience. As

students make a greater contribution by paying more towards the

cost of their education, they have increased expectations regarding

the services and facilities that IHLs provide in support of their

studies. The result has been a growth in the number of complaints

(Baty & Wainwright, 2005).

In order for IHLs to know what services their students want and

require, it is imperative that there is an effective means for

obtaining student feedback. This is important for monitoring

student satisfaction and for addressing areas of concern in order to

further enhance the student experience. However, student surveys

are limited in that they are generally offered only once a year or

once per academic term and capture only a small portion of a

student’s educational experience (Audin, Davy, & Barkham, 2003).

In handling students’ complaints, it is vital that IHLs treat

complaints seriously, as this cannot only mean the difference

between retaining the student and the student dropping out, but

can also prevent a resort to legal processes. Scrine (2005)

recommends mediation as a mechanism to be used by IHLs in an

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attempt to resolve complaints with students in-house. He describes

mediation as a process of intervention by an independent, neutral

third party which has been found to be effective in many scenarios,

including disputes with students. If the situation is beyond repair,

the mediator will involve any legal or trade union representatives in

drafting and signing the final settlement or compromise agreement.

IHLs also need to ensure that lessons are learned when a complaint

investigation reveals shortcomings in processes and procedures.

Staff whose departments are the subject of a complaint should be

careful that they do not act defensively, as this can serve to

exacerbate an already fragile relationship with the student. One

approach to elicit staff cooperation is to emphasize how complaints

can provide useful feedback from students on services and facilities

provided by the IHL; and that by addressing any concerns raised

through these processes, the IHL is able to continually enhance the

quality of the student experience (Lyman, Wilson, Garhart, & Heim,

1985).

Some IHLs, such as Oxford University in the United Kingdom, have

moved towards a student contract (Richards & Halpin, 2006). The

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contract reiterates the students’ own responsibility in the

educational process in terms of attendance at classes and

submission of work. It is designed to preempt complaints from

students attributing poor academic performance to failings on the

part of the IHL.

Holmes and Smith (2003) investigated students’ complaints about

how faculty members graded them on both essay assignments and

quantitative problems. Lack of fairness in grading and too little

feedback from instructors were students’ main complaints.

Strategies such as setting clear assignment objectives and using

matrices and rubrics would help to reduce these negative student

comments.

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2.2 Customer Complaints Management (CCM)

In spite of the merits associated with the customer complaint

management, several firms in Nigeria do not pay attention to

customers complaints hence, customers are usually left alone to

“lick their wounds” whenever there is a problem with the product

they bought or services rendered to them. As a result of this, several

firms in the country have lost their customers. This affects

profitability and survival of such firms. Several firms in Nigeria have

collapsed as a result of this unfortunate situation (Elijah and

Abdullahi, 2012).

Coupled with the foregoing, the use of information technology to

manage customers’ complaints in Nigeria is at its infancy stage.

Majority of the business organizations in the country use archaic or

primitive methods to manage customers’ complaints. It is only few

companies that use information technology or software to manage

their customers. This has negatively affected the performance of

such erring corporate organizations. There is evidently a wide gap

between the expectation and the actual.

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3. BENEFITS OF COMPLAINT MANAGEMENT SYSTEM IN THE

SOCIETY

Customers are always going to complain about a product or service

your business offers. You can’t avoid or prevent these complaints,

but you can have a complaint management solution in place to turn

them into a competitive advantage instead of a disadvantage. The

main downfall of many businesses is they don’t spend enough time

dealing with customer complaints. The importance of having an

effective and customizable complaint management software can’t be

understated.

Every Customer Opinion Impacts Business

No matter if a customer’s opinion about a product or service is

positive or negative, the business is impacted by it. A satisfied

customer may share their experience with a handful of friends,

while a dissatisfied customer may get on social media and share

their experience with thousands of followers instantly. Managing

both the positive and negative comments can’t be done by hiring

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one person, but a customizable complaint management software

can help you handle each complaint appropriately.

Maintain Brand Reputation

Your duty doesn’t end once you've made a sale. In fact, this is the

stage in the process when your business ought to pay attention to

customer satisfaction and a hassle-free journey for your consumers.

Typically, companies that appreciate customer’s satisfaction and

happiness are considered superior. The manner in which you

respond to a customer and the efficacy with which you resolve an

issue speaks volumes about your brand values and this is where

customers make a notion about your business.

Creating Niche

In a time where consumers often complain about lack of service and

technology allows for those experiences to be relayed through varied

outlets, providing excellent customer care can set you apart from

your competitors. By highlighting customer care in your marketing

strategy, you’ll create a sense of uniqueness about your business by

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setting yourself apart from companies that deliver on their

promises.

Higher Conversion Rate

With the presence of public forums, review websites, and social

media platforms, the cost of one bad customer experience is much

higher than it used to be and your business can come crashing

down because of poor customer care. How you care for your

customers affects the overall conversion rate. Positive reviews and

feedback have a positive effect on your sales, so the quality of your

customer care should be high on your priority list.

Customer Retention

Growing your customer base is just as important as retaining the

customers. Repeat sales are often as a result of a relationship

you've developed over time through providing superior customer

care. Only a satisfied customer will retain with a business and this

comes when they develop a sense of trust.

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4.0 CONCLUSION AND RECOMMENDATION

Complaint management has become a part of most companies’

customer retention strategies as more and more companies

recognizes the value in developing and maintaining long – term

relationships with their customers. Organization should provide

necessary or suitable training to service providers in terms of skills,

attitude and positive behavioural reactions toward difficult

situations which it will all give the confidence in staff to be

empowered. Therefore, by empowering staff and implementing a

systematic complaint handling through in – depth analysis on voice

of customers and customer complain should be the main priority of

all organization or library specifically.

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service encounter: Diagnosing favourable and unfovourable
incidents. Journal of Marketing 54 (1), 71-84.
Byrne, B.M. 2001. Structural Equation Modeling With AMOS: Basic
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Chin, W.W. 1998b. “The partial least squares approach to
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