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An Interactive Complaint Register and Appraisal Management System for a University

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An Interactive Complaint Register and Appraisal Management System for a University AN INTERACTIVE COMPLAINT REGISTER AND APPRAISAL MANAGEMENT SYSTEM FOR A UNIVERSITY BY: NG’ANG’A NGIGE JOSIAH B1S1200031821DF A Graduation Project report Submitted to the School of Computer Studies in Partial Fulfillment of the Requirements for the Award of the Degree of Bachelor of Information Systems Management of Kampala International University NOVEMBER, 2011 Declaration I NG’ANGA NGIGE JOSIAH registration number BIS/20003/82/DF do declare that this report and all its contents are in every aspect original and of my own initiative. I am absolutely sure and confident that this report has not been produced before in any institution of higher learning or training laboratory for the attaining of any qualification and therefore I bear all the inconsistencies of this report. DATE .~ SIGNATURE Aj~prova1 This is to certify that this research report entitled “AN INTERACTIVE COMPLAINT REGISTER AND APPRAISAL MANAGEMENT SYSTEM” was conducted under my supervision and guidance and is now ready to be submitted to the school of computer studies for examination with my approval as the university supervisor DR. MUBARAKA MIKE CONRAD DATE ~ SIGNATURE . 111 Dedication I dedicate this report to my family the Ng’ang’as, my friends: Lemayian Mbugua, Stanley Njenga, Khevali Lydia and my university: Kampala International University. This is so as they may appreciate the importance of technology in our day to day life as we move on towards the information age and continue to promote it to improve on services and life in general. iv Acknowledgement I would like to acknowledge the following: a) God for wonderful gift of life and the grace to be alive, without which not any of this would be possible. b) My parents for their support financially and socially till the end of the high education and friends for their company, ideas and help. c) My supervisor Dr. Mubaraka Mike Conrad for support and advice on the way to go for the entire exercise till completion. d) Kampala International University fraternity for their provision of resources, lecturers and other services to make my education at this high institution of learning go smoothly V Table of Content Content Pages Declaration ii Approval iii Dedication iv Acknowledgement v Table of Content vi Abbreviations viii CHAPTER ONE 1 INTRODUCTION 1 1.0 Introduction 1 1.1 Background 1 1.3 Statement of the Problem 2 1.4 Purpose 3 1.4.1 General Objectives 3 1.5 Scope of the Study 3 1.6 Significance of the Study 4 1.7 Justification of Study 4 CHAPTER TWO 5 LITERATURE REVIEW 5 2.0 Introduction 5 2.1 Ideas and Opinions of Experts 5 2.2 Related Work 6 2.2.1 Interactive Information Technologies 7 2.2.2 Application of Interactive Web Technologies 9 CHAPTER THREE 11 METHODOLOGY 11 3.0 Introduction 11 3.1 Research Design 11 3.2StudyArea 11 3.3 Sampling Technique 11 3.3.1 Sample Size 12 3.4 Instruments 12 3.4.1 Data Collection Tools 12 3.4.2 Design and Development Tools 13 3.4.3 Procedures 14 3.5 Validity and Reliability 14 3.5 Ethical Considerations 14 3.6 Limitations 15 CHAPTER FOUR 16 SYSTEM DESIGN 16 4.0 Introduction 16 4.1 Business Process Model 16 vi 4.1.1 Business Processes . 16 4.1.2 Business Processes and their Triggers 17 4.1.2 Software Architecture 18 1.1.3 Technology Architecture 19 4.1.4 System Architecture 20 4.2 Conceptual Design 21 4.3 Logical Design 22 4.3 Physical Design 24 4.3.1 Database schema 24 CHAPTER FIVE 27 SYSTEM IMPLIMENTATION AND TESTING 27 5.0 Introduction 27 5.1 System Implementation 27 5.2 System Testing 35 CHAPTER SIX 37 CONCLUSION, RECOMMENDATION AND FUTURE RESEARCH 37 6.0 Conclusions 37 6.1 Recommendations 37 6.2 Future researches 38 REFERENCE 39 Appendix A: budget for the graduation project 2012 40 Appendix B: Schedule of the Project Activities 40 Appendix C: Data I)ictionary 41 vii Abbreviations IS Information System ITS Interactive Information System SQL Structured Query Language ERD Entity Relation Model DFD Data Flow Diagram HOD Hard Disk Drive ID Identification SMS Short Message HTMl ~5 Hypertext Markup Language version 5 API Application Programming Interface viii CHAPTER ONE INTRODUCTION 1.0 Introduction Organizations in general are meant to serve clients to the best of their ability and might without favor or fear. Services rendered though are not always to the expectation of the client to some extent. That may culminate to dissatisfaction on the clients’ side. Opinions too could be important if they were got from the clients to boost production. The organizations therefore, should put up infrastructure to listen into the client points of view. It’s not always that client complain, they too have opinions on areas of improvement for a product. An Organizations progress depend entirely on the customer base they tend to. If not taken seriously it could lead to serious inconveniences and loses. Universities which were the researchers’ main area of concern are not left out. They handle a great number of clients (students). They also face a number of challenges while trying to fulfill their mandate. In most cases a university is divided into management, student and the workers bodies. All these bodies need to co-ordinate their activities to make the university successful. Proper channels of communication between the bodies have enhanced cohesion and efficiency. Organizational structures (the arrangement of management in an organization) could come in handy to assist in the flow of command. Or,ganizational communication is the balancing creativity and constraint focuses on how individuals use communication to work out the tension between working within the constraints of pre-existing organizational structures and promoting change and creativity. (Axley, (1984). An interactive information system refers to software which accepts and responds to input from humans—for example, data or commands. Therefore the intended system collects complaints, opinions, suggestions and ideas from students and staff to the University for Organizational Consumption. The university management or staff then responds to these posts appropriately. As if that’s not all the university management can ask the students to rate and vote to show how their services and staff fair in their day to day activities. 1.1 Background Kampala International University (KIU) is about eleven years old. It has several campuses all over East Africa. The main campus located in Kansanga a Kampala suburb about 7 km from the city centre (Kampala). School of Computer Studies was the researchers case study. Despite the schools mandate to transfer information and knowledge on technology to students, little has been done in the application of that technology to improve the services offered. Few services have been computerized, in fact, only results management has been computerized. To make matters even more interesting in case you have a compliant concerning your result you 1 have to fill a couple of forms, distribute them over to several offices and wait for your complaint to be reacted to. It’s always good to recognize students and staff who perform exemplary over a semester or time. This could be motivational to both management and the students too. Even if no token is given by the mere recognition of such people it is enough to trigger others to want to do well. This in the long run could improve services by the school and better grades and skills for the students. Complaint management has been neglected in that it could take you even a year or so to follow up on missing results. The filling of forms to forward your complaint is slow and prone to forces of nature such as forgetfulness and laziness. With the new system in place to manage students result, complaints about those results are done manually, resulting to a long wait. Over the past years, university students have gone to strike destroying property worth millions. The cause of these strikes has been poor means of communication between the students and administration. This is a dictatorial way of leadership and for sure it wouldn’t be long before the subjects’ revolt. This calls for institutions to establish clear and transparent ways to take of complaints from students. A more liberal way of management works better to provide for a two way communication channel between the two parties. This is po~sible by the provision of a window for the two to share ideas and come to a conclusion. For the students, it is easier for them to vent out their anger. dissatisfaction, views, suggestions and reviews to the management. The management too is given solutions to problems/complains improve services and better their decision making from the information from their clients (students). 1.3 Statement of the Problem Universities have a task to train students to be better people or professionals in the future. In their activities to make this happen they go out of track in some stages or points. This is not a failure but just a setback. They have to provide for a window for the students to remind them by the use of complains and suggestions. The university also has a duty to recognize exemplary performers to motivate others and better performance in general. In this regard, KIU has a manual system of collecting complaints which involves the filling of forms for particular complaints. Currently, there is no system installed to gauge lecturer qualities and identification of their performances. This therefore has led to the pilling up of complains and lengthening of the time they are responded to and due to lack of a performance monitoring system the lecturer don’t get the morale boost they should.
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