Complaint Management System Implementation: Designing, Requirements, And Methodology

Individual Report on Contribution to Project

Discuss about the Complaint Management System Implementation.

The complaint management system comes under the category of Information system. The information system is a special kind of system that gathers raw data from various users and stores into the database for analyzing and sharing (Peppard & Ward, 2016). The complaint management system implementation for the selected organization needs to be through following proper SDLC methodology. The database is the part of the system that stores the raw data and information so that the data can be easily retrieve. The software development life cycle methodology is the process of completing an ICT project through defining boundaries and various activities.

The study includes various factors of the complain management system implementation in the selected organization. Designing the UML diagrams of the system is the main focus of the study. This allows the project stakeholders (internal) to understand the system functionalities. Moreover, based on the designs the system will be developed. Therefore, it is extremely crucial that the diagrams contain all the aspects of the system requirements. The study also holds the information like project schedule that has been developed using the agile methodology. The work breakdown structure of the project provides a great idea regarding the hierarchical distribution of work. The UML diagrams that have been presented within the study are use case diagram. In order to provide better understanding of the database, the relational schema and entity relational diagram has been created.

In order to create the report on the project management activities, especially on designing, of complaint management system, the step was to understand the project requirements and customer-organization interest in the project. I, along with another team mate, have read the organizational requirements from the project and various factors involved in the project. This has allowed us to understand what should be the business requirements of the project. However, in order to understand each and every aspect of the ICT project I have read various books on information system project management and SDLC. I have searched various internet sites to understand the aspects of the project management that were not clear to me. After understating the business requirements, I have analyzed all the gathered information and generated the functional requirements of the system. Another member of my team was responsible for the nonfunctional requirements identification. However, after the identification of the system requirements, functional and nonfunctional, I have proof read all the generated data and prioritized the requirements. All the members, including me, selected the requirements that were most reasonable for the project. After the project requirements were found, we started the process of selecting the project management methodology that is to be followed for the project here. The complaint management system is a complex but small project in terms of other ICT projects.

Product Backlog

As I had better knowledge about the project requirements and case study of the organization, I chose to be the responsible person for selecting the project management methodology. I already had the knowledge that an ICT project must be completed through following a SDLC or software development life cycle methodology. I started researching about various SDLCs that can support the project requirements and customer requirements. After analyzing various SDLCs, I have come to the conclusion that the adaptive software development approach is the best solution for the methodology. There are various adaptive methodologies that can be considered as a potential methodology but the agile model is the best solution in this case. I have analyzed the processes and phases of the agile model and realized that all the phases are perfect for the Complaint Management System project.

I have also contributed to the designing part of the project. The system requirements that I had identified were transferred to the logical design of the system. As it is  very hard to transform all the requirements into system functionality, I had to took part in the designing phase. I have also designed the use cases of the project. As the use case supports all the other designs, I had design those at the very first of design phase.

The entity relation diagram shows the connection between the tables of the database. The database has many-to-many relation between the complaint and book table. At the time of implementing the database, this has to be resolved. Another entity called Complaint_Book can be added so that the many-to-many relation can be breakdown into many to one relation. The primary key of table book and customer has been used as the primary key in the complaint table. The status attribute of the customer will indicate whether the customer is blocked or not. If the customer is blocked then he/she will not be able to register any complaint.

Within the Relational schema, the tables, attributes and relations has been has been shown. This has been done for understanding and organizing the structure of the database. As this database is being designed from the scratch, the relational schema has been very useful. The red marked attributes are primary keys of the tables customer, complaint and book respectively. The green marked attributes are foreign keys. The foreign keys has been connected to the respective primary key through an arrow as the diagram shows.

Entity Relationship Diagram

The architecture diagram is the blueprint of the whole complaint management system. The user devices can be a computer, mobile device or laptop. The user will access the site from the web through sending the request. The web server will catch the request and pass it to the application server through a firewall check. The application server is connected to the system and database server. The database server is connected to the database. The admin can manage various configuration of the system. The system’s main functions and database will be separated from the main servers so that in case of DDoS attack, the system will not be corrupted.

The swimlanes diagram has shown the flow activities from the user to the system. The customer first logins to the system for accessing the functionalities of the system then redirected to the complaint register section. After submission of the form, the database stores the form into the database.

Table 1: The Schedule of the Project

(Source: Created by Author)

Conclusion:

From the above study, it can be concluded that the information system designing is a complex and crucial process. The designs of the complaint management system have provided an in-depth knowledge about the functionalities of the system along with the structure of the database. There is two use case diagram in the design and both of those has been able to show the interaction among the user and system. The UML diagrams has been a great source of understanding the system’s internal aspects. Within the study, the database design has been provided most expressive way. Using the ERD and relational schema does not leave any space to provide further information about the database. The swim-lanes has been used for providing an idea of the flow of activities within the system and user.

The study profoundly follows every instruction that is needed to show the design aspects of an IS. There is still some areas to improve such as including other UML diagrams and alternative architecture of the system.

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