IJISET - International Journal of Innovative Science, Engineering & Technology, Vol. 2 Issue 5, May 2015.

www.ijiset.com
ISSN 2348 – 7968

ONLINE COMPLAINT MANAGEMENT SYSTEM

Osman Nasr , Enayat Alkhider
1
Management information systems, KING KHALID UNIVERSITY,
Abha, 61321, Saudi Arabia
2
Information Technology , KING KHALID UNIVERSITY,
Abha , 61321 , Saudi Arabia

Abstract based organizations, in schools, in political organizations,

Online Complaint Management System provides an online in the military and in many specialized occupations.
way of solving the problems faced by the public by saving Studies are needed about important specialized issues like
time and eradicate corruption. free speech.
The objective of the complaints management system is to A number of Artificial Intelligence technologies are
make complaints easier to coordinate, monitor, track and helpful in complaint resolution process, understanding the
resolve, and to provide company with an effective tool to attitudes of involved parties and reasoning about them, in
identify and target problem areas, monitor complaints particular, based on Belief–desire–intention model.
handling performance and make business improvements. Concept learning is an adequate formalism to reason about
Online Complaint Management is a management technique complaints.
for assessing, analyzing and responding to customer
complaints. Complaints management software is used to
record resolve and respond to customer complaints, 2. related works
requests as well as facilitate any other feedback.
Many authors extended the work of Berenbeim, Rowe, and
Rowe and Baker, on the topic of internal complaint
Keywords: online , complaint , management , respond ,
systems. They included: Douglas M. McCabe, William J.
customer .
Ury, Jeanne M. Brett, and Stephen B. Goldberg. Cathy
Costantino and Cristina S Merchant, and Karl A. Slaikeu
and Ralph H. Hasson extensively explored issues of
1. Introduction designing conflict management systems.
The concept of an integrated conflict management system
A complaint system is a set of procedures used in was conceived and developed by Mary Rowe, in numerous
organizations to address complaints and resolve disputes. articles in the 1980s and 1990s. She saw the need to offer
Complaint systems in the US have undergone several options for complainants and therefore a linked system of
innovations especially since about 1970 with the advent of choices within an organizational system.
extensive workplace regulation. Notably in many countries, The idea of a systems approach has endured well. In recent
conflict management channels and systems have evolved years however, there has been discussion as to whether
from a major focus on labor-management relations to a conflict should be "managed" by the organization—or
much wider purview that includes unionized workers and whether the goal is to understand, deal with and learn from
also managers, non-union employees, professional staff, conflict. There is also concern about practical and
students, trainees, vendors, donors, customers, etc. theoretical issues in "integrating" a system, with some
There is also a major need to collect, review and observers preferring the idea of "coordinating" a conflict
understand the nature of conflict management and system. However 2012 research by David Lipsky et al.,
complaint systems around the world. Studies and citations suggests that an increasing number of corporations see
are needed about how complaint systems work for women themselves as having "integrated conflict management
as well as men. Research is needed as to how systems work systems," or "ICMS."
for many different national groups, for people of different
socio-economic classes, and different ages, and different
religions, and especially for contract workers and 2. EXISTING SYSTEM
immigrant workers, in every country. Studies (and citations) In the existing system the people must go to the office for
are needed about complaint systems in health care, in faith- any kind of help. The users can post their problems but
 IJISET - International Journal of Innovative Science, Engineering & Technology, Vol. 2 Issue 5, May 2015.
www.ijiset.com
ISSN 2348 – 7968
cannot get the details of the problems and some other This screen to write the complaint detail's from the
services. This system doesn’t have much popularity and is customer .
not user friendly.
3. OBJECTIVES
The objective of the complaints management system is
1. To make complaints easier to coordinate, monitor,
track and resolve,
2. To provide company with an effective tool to identify
and target problem areas, monitor complaints handling
performance
3. To make business improvements.
4. Prompt and specific retrieval of data.
5. Flexibility in the system according to the changing
environment.
6. Controlling redundancy in storing the same data
multiple times.
7. Accuracy, timeliness and comprehensiveness of the
system output.
8. Stability and operability by people of average Fig. 2 show replies screen.
intelligence.
9. Enhancement in the completion of work within the This screen show the employee reply to the customer on
constraints of time. the complaint .

4. PURPOSE 6. Conclusions
Online Complaint Management System provides an online application software has been computed successfully and
way of solving the problems faced by the public by saving was also tested successfully by taking ―test cases‖. It is
time and eradicate corruption , And The ability of user friendly, and has required options, which can be
providing many of the reports on the system , and add to utilized by the user to perform the desired operations.
Facilitate the process of submitting a complaint. application software meets the information requirements
specified to a great extent. The system has been designed
5. SCREENS DESIGN keeping in view the present and future requirements in
mind and made very flexible.
Here we will show some system interfaces that have been The goals that are achieved by the software are Instant
designed , and named by its function in the system. access , Improved productivity, Optimum utilization of
resources , Efficient management of records ,
Simplification of the operations , Less processing time and
getting required information , User friendly , Portable and
flexible for further enhancement .

References
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[3] R. Kohavi And G. John, ―Wrappers For Feature
Fig. 1 post complaint.
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Pp. 273-324, 1997.
 IJISET - International Journal of Innovative Science, Engineering & Technology, Vol. 2 Issue 5, May 2015.
www.ijiset.com
ISSN 2348 – 7968
[4] F. Sebastiani, ―Machine Learning In Automated Text
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First Author : Osman Abd Allah Nasr Ali

B.Sc Faculty of Computer Science And Information Technology
Department of Management Information System September 2009
M.Sc: University of Neelain Faculty of Graduate Department of
Information System December 2011
PHD in information system (under study) : University of Neelain
Faculty of Graduate
Lecturer in Neelain University – Faculty of Computer Science And
Information Technology – Department of Management Information
Systems DEC 2011 to AUG 2014.
Lecturer in King Khalid University – Faculty of Administrative and
Financial – Department of Management Information Systems AUG 2014
until now .
current research interests is management information systems ,
information systems , systems development , web design .

Second Author Enayat Ali Alkhider Taha

M.Sc: University of Neelain Faculty of Graduate Department of
Information Technology December 2012 .
Lecturer in King Khalid University – College of Science and Arts
Department of Information Technology .
.