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SYNOPSIS
The “Enterprise Business Service Engine” can be used by a business organization to provide online support to its customers. This may include questions about their services or even complaints the customers may have. Although a manual system can be done, time plays an important role in customer satisfaction.
The customers may arise with many problems which cannot be solved at the same time with full support by the business. The main aim of the business is the Customer satisfaction. This system helps the customers to give their problems online whenever the customer needs, without any constraints implied on them. This system helps the customers to briefly explain their complaint without any hesitation. Through this system the customers are assisted with some predefined complaints and immediate solutions which save the precious time of the customers. The customers receive the solutions for their complaint within a day and the customer can also view the status of the complaint at any time using the complaint no. Through this system the customers receive a brief solution for their complaint
1. INTRODUCTION
1.1 PREFACE
An organization/company will have a number of products and services they may offer to their customers. Depending on the type of business or service offered the customers may have several doubts/complaints/problems. The “Enterprise Business Service Engine” helps to accomplish this task of solving and clarifying the customers’ queries. This product facilitates the user to submit online complaints independent of the system
The “Enterprise Business Service Engine” can be used by a business organization to provide online support to its customers. This may include questions about their services or even complaints the customers may have. Although a manual system can be done, time plays an important role in customer satisfaction.
A customer always expects services to be offered as soon as possible and the organization is responsible for making sure its customers stay satisfied. As most organizations are going, or are already online, the “Online Business Service Engine” will prove an added advantage to them in this internet world
1.2 SYSTEM OVERVIEW
Current System doesn’t extend its functionality for Overseas Business Process and Outsourcing. The cost and human resource expenses towards building Customer Services for Business prosperity with in the Locality are undesirable. The system cannot be enhanced to provide distribution of data for different services. The complaints are dropped in the complaint box and they are collected by the respective members for scanning process and served on day to day basis. This process model and business approach is inefficient and not dynamic for the future growth of the organization
Analyzing the Employees performance and generating reports are done manually which is time consuming. Accuracy in data maintenance also becomes a
Tedious task. Drafting required for trainees also done manually. Searching for information through multiple files and data analysis also becomes a tedious task
1.3 SYSTEM OBJECTIVE
The manual submission of complaints and customer servicing has been the most tedious part of the business. The time delay for a response and accuracy of complaint solving plays as vital role for customer servicing. This scenarios and objectives play the mandatory development of application to serve the customer with customer service satisfaction. This System will allow the business process to run efficiently and will be used to assist or satisfy the customer by giving a brief solution for their complaint within a minimum time. The Customer receives the solution within a day online
The customers may arise with many problems which cannot be solved at the same time with full support by the business. The main aim of the business is the Customer satisfaction. This system helps the customers to give their problems online whenever the customer needs, without any constraints implied on them. This system helps the customers to briefly explain their complaint without any hesitation. Through this system the customers are assisted with some predefined complaints and immediate solutions which save the precious time of the customers. The customers receive the solutions for their complaint within a day and the customer can also view the status of the complaint at any time using the complaint no. Through this system the customers receive a brief solution for their compliant.
1.4 METHODOLOGY
Procedures carried out in the program work are as follows,
1. Detailed analysis of the existing system
2. Collection of various types of data
3. Design of database
4. Design of user interface
5. Determine how output to be produced and in what format
6. Coding and program development
7. Program testing and modifications
8. Preparation of reports
2. STUDY PHASE
2.1 SYSTEM STUDY
The aim is to develop a system to assist the customers by providing solutions for their complaints. This system focuses on receiving the complaints from the customer, distributing complaints to the customer support representatives, solving complaints based on some constraints, solved complaints are verified by the quality analyzer, providing accuracy distribute the same complaint for more than one service engineers. The distribution engine maintains the complaint details of how many complaints have been distributed to the service engineers and how many complaints have been solved and how many complaints have been verified. The distribution engine maintains all the complaint details category wise. The Complaints are tracked as when the complaints are distributed to the customer support representative and when the service engineers solve the complaint. The Time taken for each complaint to be solved is also maintained. The solution given by the service engineers are forwarded to the quality analyzer who verifies the solution. The solution given by the customer support representative must be following some constraints that are already deployed in the system. The customer support representative can verify the customer records that are retrieved as and when the complaint is distributed. The Quality analyzer verifies whether the given solution has followed the deployed constraints. The Quality analyzer provides accuracy percentage to the customer support representative based on the failure methodologies. The failure methodologies validate the career of the customer support representative. If the service engineers get more than a specified failure percentage the customer support representative will be taken out from the company. The Quality analyzer will be notified about the time spent on each complaint solved customer support representative. The complaint for which more time is spent is notified to the Quality analyzer by highlighting the complaint no.
2.2 INITIAL INVESTIGATION
After the need for a new system has been identified and initial investigation is conducted to identify the real problem of the existing system information is gathered through interviews and enquiry. The next step is to determine what exactly the new system is to do solve the problem. The outcome of the initial investigation is to determine. The outcome of the initial investigation is to determine whether an alternative system is possibl
2.2.1 BACK GROUND ANALYSIS
EXISTING SYSTEM
Current System doesn’t extend its functionality for Overseas Business Process and Outsourcing. The cost and human resource expenses towards building Customer Services for Business prosperity within the Locality are undesirable. The system cannot be enhanced to provide distribution of data for different services. The complaints are dropped in the complaint box and they are collected by the respective members for scanning process and served on day to day basis. This process model and business approach is inefficient and not dynamic for the future growth of the organization Analyzing the Employee performance and generating reports are done manually which is time consuming. Accuracy in data maintenance also becomes a tedious task. Drafting required for trainees also done manually. Searching for information through multiple files and data analysis also becomes a tedious task
LIMITATION OF EXISTING SYSTEM
*Time_ consuming
*A tedious task
*Cause damage to the brand image of the organization
* Slow updation and retrieval of information
Proposed System
The “Enterprise business Service engine” can be used by a business organization to
Provide online support to its customers. This may include questions about their services or even complaints the customers may have. Although a manual system can be done, time plays an important role in customer satisfaction. the manual submission of complaints and customer servicing has been the most tedious part of the business. The time delay for a response and accuracy of complaint solving plays as vital role for customer servicing. This scenarios and objectives play the mandatory development of application to serve the customer with customer service satisfaction. This System will allow the business process to run efficiently and will be used to assist or satisfy the customer by giving a brief solution for their complaint within a minimum time. The Customer receives the solution within a day online
The customers may arise with many problems which cannot be solved at the same time with full support by the business. The main aim of the business is the Customer satisfaction. This system helps the customers to give their problems online whenever
the customer needs, without any constraints implied on them. This system helps the customers to briefly explain
Their complaint without any hesitation. The customers receive the solutions for their complaint within a day. Through this system the customers receive a brief solution for their complaint
2.2.2 FACT FINDING ANALYSIS
Data was collected from the customer repots or feedback to the solved complaints.
SE is graded related to these feed back .strong observation about the performance of a SE is evaluated and determine whether the employee need to continue in the organization or not
2.3FEASIBILITY ANALYSIS
A feasibility study is a preliminary study undertaken to determine and document a project's viability .Results of this study are used to make a decision whether to proceed with the project, or not. If it indeed leads to a project being approved, it will-before the real work of problem and the recommendation on the best alternative. be developed and implemented without any problem within the time limit. The following feasibility was considered for the project in order to ensure that the project is viable and it does not have any major obstructions. In this regard, the following feasibility analyses were conducted
Technical Feasibility
Economical Feasibility
Operational Feasibility
TECHNICAL FEASIILITY
In this project technical feasibility was done to find out whether the necessary technology exist and if the equipment have the capacity to hold data required by the use of new system
ECONOMICAL F EASIBILITY
In this project economical feasibility were carried out to find whether the existing resources are sufficient for doing the project. Economic feasibility also counts any extra h/w which is required, should be affordable in
terms of cost. It also stress whether the system can be built within the specified time interval. Establish cost and schedule constraints. Economic feasibility produced positive result as no equipments was needed to purchase additionally
OPERATIONAL FEASIBILITY
By installing this system the work overheads of the administrator can be reduces, which makes him effective and accurate The employees who are responsible for data entry and processing are computer-trained personnel’s, so there is no need for special trainings if not then one week training can be required for him to operate the system. Technical knowledge is not required more ever for the user to use the proposed system
. This system is easy to use. So it is operationally feasible
2.4 REQUIREMENTS ANALYSIS
2.4.1HARDWARE REQUIREMENT ANALYSIS
For efficient running of this software, the commonly used processors are INTEL and AMD. The hard disk required must be at least 80 GB. The minimum capacity of main memory required for .NET is 256 MB RAM
SOFTWARE REQUIRE MENTANALYSIS
All aspects of object –oriented programming (oop) have been implemented in c#.NET, including inheritance, overloading, and polymorphism. We can also create multithreaded application in c#.NET now. A threaded application can do a number of different things at the same time, running different execution threads.C#.NET has GUI facility .WINDOWS FORM .NET is used to client forms and client services. It also contains a collection of controls to use and built on with in the content of a page
We use SQL server as backend, it’s a powerful relational database management system. We can design a very secured database with it .In this the memory manager cooperates with its internal components and the operating system to optimize memory use .Database files can automatically grow from their
Originally specified size. It provides various features to facilitate easy and secured of data via web Both the front end and backend are Microsoft product and so provide maximum compatibility