COMPLAINT MANAGEMENT SYSTEM

TEAM MEMBERS
ANBARASU S (927621BIT006)
AYSHA SIDDIKA M (927621BIT008)
BRINDHA S (927621BIT014)
DHARANIKUMARAN S K (927621BIT021)
GUIDED BY
Mr.K.KALAIARASAN (AP/IT)
ABSTRACT

• The Complaint Management System (CMS) is designed to streamline

the process of reporting, tracking, and resolving classroom defects
within a college setting.

• It offers a user-friendly interface for submitting complaints related to

classroom defects such as malfunctioning equipment, damaged
furniture, lighting issues, and cleanliness concerns.
INTRODUCTION

• Our project aims to raising a complaint about defects in the classroom

equipment or materials.
• To develop a user-friendly application that facilitates real time
reporting of defects in a classroom.
• Students can attach photos, videos, audio recordings related to the
reported defects.
• The higher official will receive instant alerts about reported defects.
PROBLEM STATEMENT

• Currently the complaints in the class are assessed by the incharge

faculty and complaint letter is sent through manually to higher
authorities responsible. We need to automate this process and regulate.

• The automation process could be a Complaint Management System.

LITERATURE SURVEY

AUTHOR TITLE YEAR

S.N.Malvia er al Design and 2017
Implementation of
CMS
P.S.Balamurugan et al Integrated approach to 2014
CMS

S.M.Sadak et al Web based CMS 2019

DESIGN AND IMPLEMENTATION OF CMS

• This study focuses on complaint management from two viewpoints:

customer-based and delivery-based complaints.
• Processes and systems of complaint handling are discussed in context
of continuous improvement and problem solving.
• In addition, methodologies and models supporting employee
empowerment are discussed.
• The main purpose of this study is to create an interface solution to
unify communication between a team of operative purchasing and the
customer in order to improve data acquisition and utilization within
decision-making.
Integrated approach to CMS

• The study developed and implemented an interactive web-based student

complaint management system that addressed the challenges faced by
students in tertiary institutions.
• Currently, students struggle with the difficulties of registering complaints
and receiving slow responses.
• The computerized complaint management system provides students with a
safe space to express their concerns without the fear of consequences.
• The design of the system was based on the data flow model and was
developed using PHP, JavaScript, HTML, CSS, and MySQL.
• The MySQL server served as the database management system and Visual
Studio Code was used as the integrated development environment. 
Web based CMS

• The concept of an integrated conflict management system was originated and

developed by Mary Rowe, in numerous articles in the 1980s and 1990s. She saw
the need to offer options for complaints and therefore a linked system of choices
within an institution system.

• The idea of a systems approach has endured well. In recent years however, there
has been discussion as to whether conflict should be "supervised" by the
organization—or whether the goal is to understand, deal with and learn from
conflict.
EXISTING SYSTEM

• There was delayed and inefficient defect reporting, lack of community

engagement, and the absence of a centralized defect information hub.

• There was no instant access to defect data that everyone can access.
PROPOSED SYSTEM

• Users (students, faculty, staff) typically need to register and create an

account on the complaint management system.
• This helps in tracking and ensuring that only authorized individuals can
submit complaints.
• Users can submit their complaints through the online portal.
• Upon submission, the system might categorize complaints based on
their nature (academic, facilities, administrative, etc.) and assign a
priority level.
• This helps in allocating appropriate resources and addressing urgent
matters first.
SYSTEM ARCHITECTURE DIAGRAM
• System interface is the
HIGHER
place where everyone AUTHORITIES
associated with the
complaint can see the
status of the complaint. SYSTEM
FACULTY
• Server holds the INTERFACE
SERVER
information and gives the
data whenever necessary.
• The above system is a
transparent system. STUDENTS
HARDWARE & SOFTWARE SPECIFICATION

• Database – mysql
• Backend – php
• Frontend – javaScript , Html , Css
• Text editor – VsCode
• Server – XAMPP
MODULES

• Frontend modules
• User Authentication
• Complaint Submission
• Administrative Dashboard

• Backend modules
• User Management Module
• Complaint Processing Module
• Admin Dashboard Module
 MODULE DESCRIPTION

• User Authentication
It verifies the identity of users before granting access, enhancing
security by requiring valid credentials such as usernames and passwords.

• Complaint Submission
It allows users to easily register and submit their complaints, feedback, or
grievances, streamlining the process for efficient resolution and improved
user satisfaction.
• Administrative Dashboard
It provides key information and data visualization, enabling
administrators to monitor and manage various aspects of an
organization's operations efficiently.

• User Management Module

It plays a pivotal role in enhancing system security and user
experience by facilitating user registration, profile management, and
access control settings.  
• Complaint Processing Module
A complaint processing module is a crucial component of organizational
management software, streamlining the collection, tracking, and resolution
of customer or user complaints.

• Admin Dashboard Module

The Admin Dashboard Module offers administrators a comprehensive
suite of tools, enabling them to efficiently review, verify, and update
complaint statuses, facilitating streamlined complaint management
processes.
REFERENCE

• "Design and Implementation of Complaint Management System for

Higher Education Institutions" by S. N. Malviya, et al.
• "An Integrated Approach to Complaint Management System in Higher
Education Institutions" by P. S. Balamurugan, et al.
• "Enhancing Higher Education Institution Governance through a Web-
Based Complaint Management System" by S. M. Sadek, et al.
• "Higher Education Administration with Social Media: Including
Applications in Student Affairs, Enrollment Management, Alumni
Relations, and Career Centers" by Laura A. Wankel and Charles
Wankel.
OUTCOME
• A responsive complaint management system demonstrates the
college's commitment to addressing issues and providing a supportive
learning environment.
• All complaints are documented, tracked, and responded to in a timely
manner
• The system facilitates efficient communication between students,
faculty, and administration.
• This, in turn, contributes to higher levels of student satisfaction and
engagement.