A PROJECT ON ONLINE HELP DESK INFORMATION SYSTEM (No of pages: 106)

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Description

Chapter-1

INTRODUCTION TO PROJECT

Chapter-2

OBJECTIVES OF PROJECT

Chapter-3

PROBLEM STATEMENT

Chapter-4

LITERATURE REVIEW

Chapter-5

RESEARCH METHODODLOGY

Chapter-6

       TOOLS AND TECHNOLOGIES

Chapter-7

        PROJECT DEVELOPMENT APPROACH:

Chapter-8

        SYSTEM ANALYSIS

Chapter-9

             FEASIBILITY STUDY

Chapter-10

       DATAFLOW DIAGRAM

Chapter-11

      SYSTEM DESIGN

Chapter-12

     SCREEN-SHOTS AND CODING

Chapter-13

     TESTING

Chapter-14

      LIMITATION AND FUTURE ENHANCEMENT

Chapter-15

       CONCLUSION

Chapter-16

    REFERENCES

INTRODUCTION:

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

AIMS AND OBJECTIVES:            

  • To provide online access to all the users 24*7.
  • To develop software called ONLINE HELP DESK that will replace the manual method.
  • To develop, promote, and provide adequate and efficiently ONLINE HELP DESK.
  • To maintain an efficient system of collection, sorting and delivery of customers information.
  • To provide all the access rights but it does authorize a user before granting access rights to private pages for maintaining the security of the websites.

 

STATEMENT OF PROBLEM:

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

LITERARTURE REVIEW:

According to Jamier L. Scott. (2002): “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”

Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.

Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that “Online customers are literally invisible to you (and you to them), so it’s easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena.”

Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that “customers have memories. They will remember you, whether you remember them or not.” Further, “customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence.”

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.

 

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other KPIs.

METHODOLOGY:

Research Methodology

Methodology is the study of how to perform scientific research. It is the part of any analysis or research that will be used to find out what type of data is maintained, what fact to find and look for, how to find them and how to record them for usage. Many methodologies include a diagramming notation for documenting the results of the procedure; approach for carrying out the procedure; and an objective (ideally quantified) set of criteria for determining whether the results of the procedure are of acceptable quality. There are different types of research methodologies which include:

PROJECT DEVELOPMENT APPROACH

 

To solve actual problems in industry settings, software engineer or a team of engineers must incorporate a development strategy that encompasses the process, methods and tools layers and generic phases. This strategy is often referred to as process model or a software engineering paradigm. A process model for software engineering is chosen based on the nature of the project and application, the methods and tools to be used, and the controls and deliverables that are required.

 

METHOD OF DATA COLLECTION

In the course of this study, information will be acquired through two sources, and this will be done to gather information and necessary data about the existing system, so as to adopt a way of designing the new system.  This source includes:

  • PRIMARY SOURCE: – This is the type of data will be collected from the main source of such information. This method of data collection includes:
  • Personal interview
  • Questionnaires and
  • SECONDARY SOURCE: -This is a type of data would be collected from already made material or documents or from an eye-witness. It can also be called indirect source. This may include journals, internet, magazine, textbooks and even referencing written documents.

 

HARDWARE AND SOFTWARE REQUIREMENTS

  1. Hardware Requirements.
  • Intel Pentium-3 233 MHZ or faster processor.
    • Minimum 64 MB RAM (512 MB Recommended).
    • Minimum 5400 rpm HDD (Recommended 7200 rpm).
  1. Software Requirements.
  • Operating system: Windows XP, Windows 2005.
  • Microsoft Visual Studio.Net 2005
  • SQL-Server 2005 or Later

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