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Table of Contents

Chapter 1: Introduction
1.1 Background
1.2 Problem Statement
1.3 Objective of Study
1.4 Limitation of Study
1.5 Scope of Study

Chapter 2: Literature Review
2.1 Overview of Complaint Management Systems
2.2 Importance of Complaint Management Systems
2.3 Existing Complaint Management Systems
2.4 Gaps in Existing Systems

Chapter 3: System Design
3.1 Requirements Analysis
3.2 System Architecture
3.3 Database Design
3.4 User Interface Design

Chapter 4: Implementation
4.1 Technology Stack
4.2 Development Process
4.3 Testing and Quality Assurance
4.4 Deployment and Maintenance

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Contributions to Knowledge
5.3 Future Research Directions
5.4 Conclusion

Project Summary

The final year project thesis titled “Design and Implementation of a Complaint Management System” aims to address the need for an efficient and effective system for managing customer complaints in organizations. The project will focus on designing and implementing a web-based system that allows customers to submit complaints, track the status of their complaints, and receive timely updates on the resolution process.

Chapter 1 provides an introduction to the project, outlining the background, problem statement, objective of the study, limitations, and the scope of the study. The objective is to develop a user-friendly and scalable system that improves customer satisfaction and streamlines the complaint resolution process.

Chapter 2 reviews existing literature on complaint management systems, highlighting their importance and identifying gaps in current systems. This chapter will provide the theoretical framework for the project’s design and implementation.

Chapter 3 will focus on the system design, including requirements analysis, system architecture, database design, and user interface design. This chapter will lay the foundation for the development of the Complaint Management System.

Chapter 4 will detail the implementation process, including the technology stack used, development methodology, testing procedures, and deployment strategies. This chapter will provide insights into how the system was built and tested.

Finally, Chapter 5 will conclude the project with a summary of findings, contributions to knowledge, future research directions, and a conclusion. The project aims to deliver a fully functional Complaint Management System that meets the needs of organizations and improves customer satisfaction.

Overall, the final year project thesis on the Design and Implementation of a Complaint Management System will contribute to the field of customer relationship management and provide a practical solution for organizations to manage and resolve customer complaints efficiently.

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