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. KIU therefore had to adopt a new system to collect complaints from students and or provide also a polling capability for students to recognize their lecturers. This improved the speed of handling and response to complaints and the analysis of different complaints. They may also collect students take on their lecturers from both the positive and negative side for assessment and appraisal.

2 1.4 Purpose o Was To develop an information system to improve communication between the university management and students by the provision of channels for both sides to present their views. o This enhanced information (complains, votes, suggestions, views, reviews) collection, processing, storage and distribution within a university. The information is relevant to better performance, services and recognizes top performers. o Was To strengthen ties between universities and students by use of interactive information systems that allow for interactive exchange of information concerning day to day activities, flaws, perfections and other irregularities for clearance, improvement and cleanup. o This empowers universities to invest on information systems to improve on communication between the management and students in order to chart their way forward In the interest of both parties 1.4.1 General Objectives.

° Was to investigate the existing system of complaint collection and lecturer appraisal management o Was to analyze the requirements for the new system with regard to the findings of problem on the existing system to fulfill the solution of successful complaint collection lecturer appraisal. o Was to design the new system incorporating solutions for all the problems from the existing system and to provide a guideline to the development of the new complaint handler and lecturer appraisal system. o Was to develop an information system that is used to collect information (complains, votes, suggestions, views, reviews) from students into one central location. So that the university management can respond to them (complains, votes, suggestions, views, reviews) and also recognize top staff performers (lecturers). • Was to test the new system with data from the intended environment before its release for use. It therefore involves feeding in the system with complains and poils on lecturer performance to see the outputs and errors that may arise for correction.

1.5 Scope of the Study • Research covered the School of Computer Studies (KIU) only with regard to Design and building of a compliant register and appraisal website that provides students and university management to a central database. The students can post information which the management can respond to. • The study took place between September 2011 and February 2012.

3 1.6 Significance of the Study This project is useful to universities to collect complains, votes, suggestions, views, reviews that are stored for review and response. Therefore, Universities are provided for with a tool to fasten response to complaints and get rid of unnecessary paperwork.

University students therefore feel that they are involved in the university decision making process by the fact that their voice, views and suggestions and also recognition through the appraisal system. University management can make informed decisions for they have all the information with regard to any subject (esp. complains) at their disposal

1.7 Justification of Study

Universities with poor complain response and appraisal system suffers the problems below; i) Lack of good ties with the students leading to dissatisfaction. ii) Risk of strikes due to lack of proper attendance to complains and other stinging issues. 114) Low morale on both the students and staff due to lack of recognition of performers. iv,) Dictatorial way of leadership which is not conducive to progress of the institution.

4 CHAPTER TWO LITERATURE REVIEW

2.0 Introduction Interactivity in today’s world of technology has been improved to simulate human thinking and simplified the use of applications incorporating these technologies. Web technologies have come a long way from the static web pages in the 90s to dynamic web pages today. Dynamic web pages today give users great flexibility as they navigate and use a website. Websites can now have databases that populate their front-end, online applications for e-commerce, games, blogs, forums, social media and picture editing tools. Initially this applications were limited to stand alone applications. E-mails for example, needed one to have a desktop client to be able to receive them but now there are web-based applications to allow one their e-mail accounts anywhere in the world.

2.1 Ideas and Opinions of Experts. An interactive system refers to software which accepts and responds to input from humans—for example a mobile phone. Interactive software includes most popular programs, such as word processors or spreadsheet applications. By comparison, non-interactive programs operate without human contact; examples of these include compilers and batch processing applications.

Interactive systems can be viewed from two p.erspectives: i~ User ~s perspective — to the users the system is a tool for accomplishing tasks to provide expected outputs. ii~ System ~s perspective — to the system the user is a source of asynchronous input directly or indirectly.

Interactive systems are comprised of Layers which include; i) Functional core — this is the application backend which is logically separated from all user interface objects but still aware that there is a user. It’s independent of the input (pen, keyboard etc) or outputs types (display, audio etc). ii) Dialog control — this is a section that deals with the sequencing of windows or actions. It could employ different interaction styles e.g. menus, command line, iii) Information objects -~ this involves the widgets and interactors (is an element of a graphical user interface (GUI) that displays an information arrangement changeable by the user, such as a window or a text box.). They provide the user with logical devices to manipulate the inputs and input devices. iv) Operating system platform and device drivers — they provide the interface between the interactors and the device drivers. They also enable the hiding of machine dependency and the sharing of hardware and software resources. The Common uses of interactive information system include; I) improve the interaction in knowledge management. ii) Increases the flow of information. iii) Records and mobilizes process-oriented knowledge. iv) Development and application takes into account all relevant user groups. v) Successful knowledge management as a basis for decision-making processes

5 22 Related Work Social media or networks have come a long way. Facebook for instance is rated as the second largest social site after MySpace. Initially, Facebook was created for Harvard students by Mark Zuckerberg in 2003. Due to some controversies with the university management it was re launched again in 2005 and later opened to the public in 2007. It now has over 30million users.

Facebook offers a number of interactive features including ability to add new web applications to your profile, e-mail, chatting, video calls, SMS, picture and video uploading and decoding among others. They have gone even further to provide developers (programmers) with APIs to connect to Facebook. The Facebook platform consists of five components: a markup language derived from HTML (Facebook Markup Language), a REST API for handling communication between Facebook and your application, a SQL-style language for interacting with Facebook data (Facebook Query Language), a scripting language (Facebook JavaScript), and a set of client libraries for different programming languages. This is a great tool, this means therefore if you are a member of the Facebook community, you can create your personal website to it and be able to get friends and others communications without necessarily logging into Facebook.

Facebook has features that supports its functionality which include;

Chal - Facebook Chat was released to the entire Facebook user base. Users may chat with their Facebook friends on a one-to-one basis, or a user may chat with multiple friends simultaneously through the groups feature. Instant messaging clients that currently support Facebook Chat include AOL instant Messenger, eBuddy, Flock, Miranda IM, Trillian, Empathy, Digsby, Pidgin, Adium, Nimbuzz, FIM (Windows Mobile / Windows Phone 7), Palringo (Windows Mobile), Meebo, Tokbox as well as QIP Infium with a Firefox plug-in. Facebook Chat can also be run on the desktop using Gabtastik, a dedicated web chat browser. Facebook Chat can also be run on the iPhone or iPad using Facebook Chat for iPhone app.

Facebook Live - a live streaming video channel that is intended to keep Facebook users updated to what is happening on the social networking site. The service, powered by Livestream, will feature videos from Facebook staff members and celebrity interviews, but not designed for Facebook users to showcase their own videos. All the content shown on Facebook Live will have some tie-in with Facebook products, features, or how people are using the site.

Like - Users of Facebook can “like” status updates, comments, photos, and links posted by their Facebook friends and other users, as well as adverts, by clicking a link at the bottom of the post or content. This makes the content appears in their friends News feeds. Facebook says Liking” is intended to “Give positive feedback and connect with things you care about”.

Messages and Inbox - the Facebook website’s~ founding, it has allowed users to send messages to each other it combines text messaging, instant messaging, emails, and regular messages, and includes privacy settings. A Facebook user can send a message to any number of his/her friends at a time. Deleting a message from one’s inbox does not delete it from the inbox of other users, thus disabling a sender to redo a message sent by him.

6 News Feed - it highlights information that includes profile changes, upcoming events, and birthdays, among other updates. It also shows conversations taking place between the walls of a users friends. An integral part of the News Feed interface is the Mini-Feed, a news stream on the users profile page that shows updates about that user

Notifications — involves Notifications of the more important events, for example, someone sharing a link on the users wall or commenting on a post the user previously commented on, briefly appear for a few seconds in the bottom left as a popup message (if the user is online), and a red counter is updated on the toolbar at the top, thus allowing the user to keep track of all the most recent notifications.

Photos — ability of Facebook users to upload picture and tag them to brands, people e.t.c. they can also tag their friends’ pictures.

Poke The poke feature is intended to be a poke gesture (similar to ‘nudge’ in instant messaging) to attract the attention of another user. Many Facebook users use this feature to attract attention or say “hello” to their friends

Status updates —a feature which allows users to post messages for all their friends to read. In turn, friends can respond with their own comments, arid also press the “Like” button to show that they enjoyed reading it. A user’s most recent status update appears on the user’s wall, and is also noted in the “Recently updated” section of a user’s friend list.

Wall it’s a space on each user’s profile page that allows friends to post messages for the user to see while displaying the time and date the message was written. One user’s Wall is visible to anyone with the ability to see his or her full profile, and different users’ Wall posts show up in an individual’s News Feed

Other features include applications where Facebook users can install application to their profiles that they like e.g. yearbook an application to collect former classmates. The events feature allows users to create events and invite friends.

From the above breakdown we can see that website have moved from the conventional text based sites to more complicated ones which can do so much more. Wayne. (2008).

2.2.1 Interactive Information Technologies These are some technologies that provide for the interactive functionality on a website. They include the following; A Web form is a section of a document (web page) containing normal content, markup, special elements called controls (checkboxes, radio buttons, menus, etc.), and labels on those controls. Users generally “complete” a form by modifying its controls (entering text, selecting menu items, etc.), before submitting the form to an agent for processing (e.g., to a Web server, to a mail server, etc.)

From a technical point of view a Web forms on a web page allows a user to enter data that is sent to a server for processing. Web forms resemble paper or database forms because internet users

7 fill out the forms using checkboxes, radio buttons, or text fields. For example, Web forms can be used to enter shipping or credit card data to order a product or can be used to retrieve data (e.g., searching on a search engine).

In addition to functioning as input templates for new information, Web forms can also be used to query and display existing data in a similar manner to mail merge forms, with the same advantages. The decoupling of message structure and underlying data allow both to vary independently. The use of Web forms for this purpose avoids the problems associated with explicitly creating separate web pages for each record in a database.)

Adobe Flash is a multimedia platform used to add animation, video, and interactivity to web pages. Flash is frequently used for advertisements and games. More recently, it has been positioned as a tool for Rich Internet Applications (“RIAs”) .Flash manipulates vector and raster graphics to provide animation of text, drawings, and still images. It supports bidirectional streaming of audio and video, and it can capture user input via mouse, keyboard, microphone, and camera. Flash contains an object-oriented language called ActionScript.

Ivlicrosoft Silverlight is an application framework for writing and running browser plug-ins or other rich internet applications, with features and purposes similar to those of Adobe Flash. The run-time environment for Silverlight is available as a plug-in for most web browsers. While early versions of Silverlight focused on streaming media, current versions support multimedia, graphics and animation, and give developers support for CLI languages and development tools. Silverlight is also one of the two application development platforms for Windows Phone 7.

JQuery is a cross-browser JavaScript library designed to simplify the client-side scripting of IITML. JQuery is free, open source software, dual-licensed under the MIT License and the GNU General Public License, Version 2. JQuery’s syntax is designed to make it easier to navigate a document, select DOM elements, create animations, handle events, and develop Ajax applications. JQuery also provides capabilities for developers to create plug-ins on top of the JavaScript library. This enables developers to create abstractions for low-level interaction and animation, advanced effects and high-level, theme-able widgets. The modular approach to the JQuery framework allows the creation of powerful and dynamic web pages and web applications. (JQuery, Retrieved on Aug 25th 2011 from http://www.jquery.com/)

JQueiy Ulprovides abstractions for low-level interaction and animation, advanced effects and high-level, themeable widgets, built on top of the JQuery JavaScript library, that can be used to build interactive web applications. It requires JQuery version 1.3.2 or later. It could be used to accomplish the following;

Interactions which may include; i) Draggable - Make elements draggable ii) Droppable -

Control where dragged elements may be dropped iii) Resizable - Make elements resizable iii)

Selectable - Advanced selection features for lists of elements iv) Sortable - Make a list of elements easily sortable

Widgets which may include; i2 Accordion - Accordion containers. ii) Autocomplete - Auto- complete boxes based on what the user type. iii) Button - Enhanced button appearance, turn

8 radio buttons and checkboxes into pushbuttons. iv) Datepicker - Advanced date-picker. v) Dialog

- Show dialog boxes on top of other content, easily and robustly. vi) Progressbar - Progress bars, both animated and not. vii) Slider - Fully-customizable sliders with various features. viii) Tabs - Tabbed user interface handling, with both inline and demand-loaded content

Customizable effects which may include; i) Color Animation - Animate the transition from one color to another. ii) Effect - A variety of effects (appear, slide-down, explode, fade-in, etc.) iii) Toggle Toggle an effect on and off. iv,) Hide, Show- Using the effects above

(JQuery UI. Retrieved on Aug 25° 2011 from http://www.jqueryui.com)

Moc/urnizr is a small JavaScript library that detects the availability of native implementations for next~generation Web Technologies. These technologies are new features that stem from the ongoing HTMl ~5 and CSS 3 specifications. Modernizr analyzes the browser’s user agent property, as well as uses feature detection, to discern what a browser can and cannot do. It uses both (rather than just the user agent) since the same rendering engine may not necessarily support the same things in two different browsers using that engine. In addition, some users change their user agent string to get around websites that block features for browsers with specific user agent settings. (Modernizr. Modernizr documentation, Retrieved on Aug 25° 2011 from http://www.modernizr/documentatiofl.html)

Webforms2 is a set of JavaScript files that are used to provide HTML5 to a webpage especially forms by providing for support of new HTML5 from controls that only a few browsers can identify. It’s majorly used with Modernizr to identify what the browser can’t provide and tries to fix them. (Google. Google projects — webforms~ Retrieved on Aug 25° 2011 from http://www.google.com/p/ifldex_flash.html)

2.2.2 Application of Interactive Web Technologies Internet forums An Internet forum, or message board, is an online discussion site where people can hold conversations in the form of posted messages. They differ from chat rooms in that messages are at least temporarily archived. Also, depending on the access level of a user and/or the forum set up, a posted message might need to be approved by a moderator before it becomes visible. (Wikipedia. Internet forums. Retrieved on Aug 25° 2011 from http ://www.wikipedia/en/internet_forum.html)

The intended system is expected to provide for a window to allow users (students) to give their views and therefore this feature is useful.

Internet polls A poll is survey of public i.e. the questioning of the population or of a representation sample to tally opinions or gather other information. (Encarta dictionary, [electronic media], 2009). Internets polls are posted on websites for people to vote send their opinions online.

9 Since the intended system provides for users to identify and recognize exemplary performance by staff, this feature assists the collection of this data. By voting then the system can grade votes on the staff and hence providing for information on their preferences.

User interface widgets A widget (or control) is an element of a graphical user interface (GUI) that displays an information arrangement changeable by the user, such as a window or a text box. The defining characteristic of a widget is to provide a single interaction point for the direct manipulation of a given kind of data. In other words, widgets are basic visual building blocks which, combined in an application, hold all the data processed by the application and the available interactions on this data.

Some of the most common widgets include; Buttons, Check box, Radio button, Spinner, Progressbar, Menu etc. to mention few. These controls come in handy when creating forms for data entry and information retrieval.

Modernizr, Webforms2, JQuery, JQueryUI aftn at improving the appearance, functionality and positioning of the above mentioned widgets. For example, Progressbar could be used to show the level of completeness of a form or percentage of votes.

Animations and Games Animation is the making of movies by filming a sequence of slightly varying drawings or models so that they appear to move and change when the sequence is shown. (Encarta Dictionaries 2009, jelectronic medial)

Games are things played for fun i.e. an activity people participate in, together or on their own for fun. (Encarta Dictionaries 2009, [electronic medial)

In the computing world, flash Java and other web supported languages have been used to develop online games and animations. In the recent past, flash has become the leading language in animations production and online games. It has majorly been used in advertisements to create banners and other interactive effects like videos and small games.

The proposed project my not use this feature ~ince it requires that the user to have installed a flash or Silverlight player plug-ins on their web browsers in order to access this feature. This make it therefore not convenient to those who can’t download these tools or even don’t know but flash content. There also, has been a criticism about using flash content since some adverts (implemented using flash) could be annoying or take up a lot of bandwidth to download a page hence affecting web page access.

10 CHAPTER THREE METHODOLOGY

3.0 Introduction Methodology refers to the methods or organizing principals underlying a particular art, science, or other area of study. It could also refer to the study of organizing principals and underlying rules. 3.1 Research Design The researcher used qualitative research design to carry out this research and the intended project. “Researchers must weigh the quality of the data they can gather (and whether they can gather any data at all) against principles such as confidentiality, privacy, and truth-telling. Although internal value constraints, research ethics, can be distinguished from more conventional Issues of warrant, they are nonetheless clearly relevant to evaluating the goodness, that is. the acceptability or legitimacy of research designs and procedures”. (Kenneth H and Margaret E, 1990. Standards for Qualitative (and Quantitative,) Research: A ProJegomenon. Retrieved on 25 June, 2011 available from http://www.imputsolutions.com)

3.2 Study Area This study focused on Kampala International University’s main campus at Kansanga, whose current population is about 6000 students and up to 200 members of staff. 3,3 Sampling Technique. A combination of Simple Random Sampling and Panel Sampling was be used. In a simple random sample (‘SRS’) of a given size, all such subsets of the frame are given an equal probability. Each element of the frame thus has an equal probability of selection: the frame is not subdivided or partitioned. Furthermore, any given pair of elements has the same chance of selection as any other such pair (and similarly for triples, and so on). This minimizes bias and simplifies analysis of results. In particular, the variance between individual results within the sample is a good indicator of variance in the overall population, which makes it relatively easy to estimate the accuracy of results. While Panel sampling is the method of first selecting a group of participants through a random sampling method and then asking that group for the same information again several times over a period of time. Therefore, each participant is given the same survey or interview at two or more time points; each period of data collection is called a wave. This longitudinal sampling-method allows estimates of changes in the population.

11 3.3.1 Sample Size The researcher collected information from the following sources at random;

a) Students — the students from the faculty of computer studies provided the basis of the main reason a complaint register is required. Opinions on the appraisal management are also important. They are allowed to suggest on what or who to appraise

b) Staff (lecturers) — the lecturers can also provide their views on the situation of complain handling and provide opinions on the appraisal management.

c) IT manager — provided advice on the technical requirements to implement the project successfully. They provided information on the possibilities of implementation and difficulties to expect.

d) Quality assurance dept — this department is responsible to make sure that quality service is provide hence, the new system is useful to them. They therefore are given priority to provide relevant information.

3.4 Instruments The researcher is expected to use some tools to make his research report a success below is breakdown of some of these tools that might come in handy.

3.4.1 Data Collection Tools The researchers employed several data collection techniques, these include both qualitative and quantitative in order to come up with meaningful information.

Formal Interviews It’s a technique involving the questioning of interviewees (users of the current system, potential users of the proposed system, and providers of data to the proposed system or those who will be affected by the system).

The researchers used formal interview method by arranging interviews with the lecturers, IT heads and Quality assurance officers. This method was used to collect information on the main areas of concern.

Why interviews Interviews provided rich information of the subject of the research. This therefore equips the researcher with reliable information regarding their report. This information as also used to confirm information collected by other methods.

Direct Observation The researcher asked no questions. Instead, be observed the objects or actions in which he was interested in. He observed and recorded the desired information. The researcher participated in or watched in as a person performed some activities.

The observation technique provided the researcher with firsthand experience on tasks and involvement of persons carrying out duties. It reduced doubts and confirmed facts about findings

12 by other techniques on the same.

Why observation Observation put the researcher at the shoes of participants of the activity being studied. Therefore in the researcher’s quest to confirm findings by other data collection methods, doubts were erased and new information found.

Document analysis The existing records and documents relating to the system being investigated often proved to be useful starting point. Relevant documents were; 1. result complaint forms 2. results slips etc

Here the researcher went through already existing documents or publications to get information regarding to his research topic.

Why document analysis This provided the researcher with information on the kind of documents that involved parties exchange, their downfalls and other missing relevant information.

3.4.2 Design and Development Tools Design tools

Table 1: list of design tools ______~ç~gnt~ol Use Class diagrams To identify case scenarios interactions and interfaces Data flow diagrams To show the flow of data from one point to another Entity Relationship Diagrams To describe database entities Architectural domains Reference models To determine business, software, technology, system and network architectures.

Development tools Table 2: list of development tools

Development tool Use Component Based Development Life cycle To identify new components to create and model components to reuse Server side Scripting Language e.g. PHP5 To create and come up with dynamic WebPages Web server e.g. WAMP To describe database entities Relational Database Management system e.g. To provide a location to save content of the MySQL website Text Editing tool e.g. Adobe Dreamweaver To create, edit, manage and update created CS3 WebPages, site files and folders 3.4.3 Procedures Before the research The researcher; i) looked for necessary permission to carry out research ii) collected relevant tools that were necessary for the success of the project iii2 developed a plan to map down all the activities that were necessary for the project During the research The researcher; i) took notes on findings ii) compared findings from different fact collection methods. iii) processed findings from the comparisons and made conclusions After the research The researcher; i) put the findings into the development of the project ii) verified findings with the development of the project. 3.5 Validity and Reliability The validity of the information was ascertained using the following means; • Peer debriefing the official questioning of peers after a questioning session after interviews or observation.

o Prolonged engagement — considerations of personal experiences at the study area.

o Nepative case analysis — analysis of the negative comments given about the existing system.

o Confiirnabiliiy — the reality of a case for it to be confirmed physically from the study area.

o Balance — balancing of the positive and negative comments from the data collected to strike a balance. With regard to the researchers experience in the study area, most of the data he collected from the sample population were reliable to make conclusive judgments for the development of the new system.

3.5 Ethical Considerations The researcher considered the following as he conducted the report and consecutive project;

• Information security — he made sure that the findings from the sample population are known only to him. Anonymity— he tagged any findings made to any names or offices to enforce information confidentially

o Law and order — information is sensitive and its leakage could you land into a painful law suit therefore he adhered to the country’s constitution in his quest.

o Professional ethics and code of conduct — being a trained professional he adhered to the expected code of conduct as per a profession of his kind.

o Personal privacy — he considered the privacy of the selected sample population otherwise the trust may be broken

o Trust building — he considered creating cordial relationships with selected sample population in order to build trust with them to retrieve as much information as possible.

14 3.6 Limitations The researcher encountered the following obstacles as he moved n with the research report; Rigidity of person from his selected sample population to provide relevant details. ~ Lack of proper collaboration from his selected sample population leading to collection inconclusive data o Possible hostility from his selected sample population due to the type of questions that might be scheduled for asking. o The chance that personal prejudices of the selected sample population and the researchers might hinder the successful solution of the problem at hand.

15 CHAPTER FOUR

SYSTEM DESIGN

4.0 Introduction

This chapter presents the system design a university complaint register and appraisal management system. It further highlights conceptual and logical designs, technological and non- technological architectures and business processes.

4.1 Business Process Model This section highlights on the main business activities that the system is going to computerize or automate. It looks at the activities of the current business from a layman’s perspective and the transformed into a useful system.

4.1.1 Business Processes

i) Complain collection Actors inputs Student, lecturer and Student details, system administrator Complains suggestions

Process one: Complain collection

~omp1aths regarding ______results, lectures lecturers Actions Outputs ~nd other complains 1. Registration of users 1. Responses to complains 2. Lecturers and systems (students and lecturer) 2. Reports on received administrators respond to 2. sending of complains complains them 3. Response to complains 4. Management of complains 5. Further analysis of complains ______

Figure 1: complain collection from the students

16 Ii~) Appraisal management

Actors Inputs Student, lecturer and votes system administrator

Process two: Appraisal management Guidelines 1. Students send in votes on lecturer complains ~11 2. Lecturers and systems Actions administrators digest the 1. Registration of users (students 1. Vote counts on the result (via rankings) and lecturer) properties of lecturers 3. Updating of lecturer 2. Collection of votes 2. Reports on received votes information. 3. Tally of votes 4. Display of results 5. Manage voting (updating of staff information and adding of more polls) G, Analysis of vote Figure 2: appraisal of lecturers by students

4.1.2 Business Processes and their Triggers

Business processes represent the main activities that are going to be solved or automated by the intended system.

Student Lecturer, administrator

Figure 3: illustration of business processes and their triggers

17 4.1.2 Software Architecture Software is based on client-server architecture where users of the website will have a front-end application with all the tools and functionalities to fully utilize it. Their requests will be processed from the web server and responses sent back to them.

Application interface Users’ browser from a remote access point

user verification using Formatting of response for CAPTCHA and/or logins viewing Sends a request to the web server for information or The response to the request is sent back service (user on web the application interface for viewing (to browser) user)

Websites backend connections to connect to the web server and vice versa + Web server Apache web server Mysql database File server

Web server connect to the I database to retrieve request or The result of a successful or perform requested task (backend unsuccessful action is sent to the system itself) server for interpretation

~base

Figure 4: illustration of the systems overall layout and the keys layers, components and interface for the application

18 4.1.3 Technology Architecture

List of protocols, Network models, programming languages, databases, operating systems and other support software that were used to develop the intended application to completion.

Table 1: technologies considered and their use

Technology Use Programming language (e.g. PHP 5) Server side scripting language to provide database connectivity to web pages HTML and HTML 5 Hypertext markup language for writing web pages Database (e.g. MySQL) RDBMS to provide database tool to the application Text editor (e.g. Dreamweaver) Edit web pages Local server application (e.g. WAMP) Serve PHP WebPages to the client computer Operating system (e.g. Windows XP) Provide a platform for programming Web browser (e.g. Firefox) An application to view web pages Web Browser Add-on (e.g. Firebug and Web For assistance in troubleshooting of source toolkit) codes for the website HTTP Protocol that uses hypertext links to share ~ files and data FTP File transfer protocol for file upload to the web server WWW Network of computers that share information via the HTPP protocol Photo editor (e.g. Fireworks, Adobe To edit images for use in the website Photoshop cs) JavaScript libraries (e.g. jquery, jqueryui, To add additional effects to the graphical mordenizr, Webforms2) user interface and the compatibility of HTML5 features to older browsers FTP client (e.g. filezilla) Used for multiple file upload to a web server after feeding it with FTP details. CSS Cascading style sheets used for formatting the web pages independent of the data of them CAPTCHA A system of auto-generated codes to prevent

. spamming and for authentication that its human using the system not malware

i9 4.1.4 System Architecture Since the system is based on client-server architecture, the website will use the web server as its host (for both the web site and the database) and the terminals on the network as clients. The web server will serve the web pages to the clients on request. Applications to process server side scripting language, like the PHP parser and MySQLs’ Phpmyadmin, acts as middleware to access the database. Internet provides for the capabilities for multiple Web server, file server, connectivity support (http://domain.com)

Host files and database

I I I ~ I I S Wireless signals vlain campus LAN I I Request f~le~ ~nd \ I I ~ other serv~ce’~ I 5 r5tude~~Z1 I S

I I

ThOD (CS~j

Student-2

Student-4

Western campus LAN

Figure 5: illustration of the system and how it’s going to work under the deployment plan

20 4.2 Conceptual Design A description of the system in terms of a set of integrated ideas and concepts about what it should do, behave, and look like, that will be understandable by the users in the manner intended. The diagram below illustrates the main objects that make up the system and their interactions.

Figure 6: illustration of main entities and their relationships

21 4.3 Logical Design This section shows the system logical structure and flow of events No

Figure 7: flowchart to show the logical flow of the application

23 4.3 Physical Design

4.3.1 Database schema Database name cramis

Tables users, vote, comment, topic, response, poll, lecturer, complain

Table 2: Users table schema Field Datatype Length Description names text Names of the student gender varchar 10 Gender of the student regno varchar 30 Registration number of the student username varchar 50 Username for the student password text Password for the student course varchar 50 Course for the student dob varchar 50 Date of birth of the student doe______varchar 50 Date of entry of the student moe varchar 50 Node of entry of the student duration varchar 5 duration of the student course ~ text Filename of the students picture faculty varchar 50 faculty of the student tel varchar 50 Telephone number of the student email varchar 50 Email address of the student

secqstn —______varchar 100 Security question secans text Answer to the security question datein date Date when record was created lastedit date Date when record was last edited ~ cat varchar 10 Category of the user

Table 3: Vote table schema Field Datatype Length Description

vid — mt 11 Voteid j~ mt ii Poll Id lectid varchar 50 Lectuer id userid varchar 50 User Id vote varchar 50 Vote datein date Date added

Table 4: Topic table schema Field Datatype Length Description ild mt 11 Topic id author varchar 50 User Id body varchar 50 Vote approved varchar 5 approved

24 I Datein jj~te Date added

Table 5: Response table schema LField I Datatvve Length Descrintion I mt 11 j~ponse Id cid Tnt 11 Complaint id text res onse ~ Author varchar 50 ~ovei~~ ~tein Date Date ad

Table 6: Complain table schema Field Datatype Length Descri Cid jilt 11 ~plathid user varchar 50 User name cate ory Varchar 50 ~~oryofcomp1ath reg~o Varchar 50 Registratio~ number course Varchar 50 Course taken cunit Varchar 50 datein date lecturer Varchar 50 re~~ ear Varchar 5 ~rent~~~ scm Varchar 10 Current semester xmonth Varchar 5 x ear Varchar Exam e marks cat varchar ails I Text ~teg~yofm~kscomp1~nDescri tion of corn lain

Table 7: Poll table schema Field Data e ~~Ti5esc~ijtio j~id— author ~~ntVarchar 5011 Poll~Id datein Date Date created toj~~ Text ~ choice 1 Varchar 50 Choices choice2 Varchar 50 choice3 Varchar 50 choice4

~ Varchar 50 ~

Table 8: Comments table schema Rield ~ataty~ ~ Description

~ mt 11• Comment Id [~~hor Varchar 50 Owner of comment 1datein Date Date added ~y Text Comment itself

25 L~ Varchar I 50 I Topic

Table 9: Lecturer table schema Field Datatype Length Description lectid mt 11 Lecturer id names Varchar 50 username Varchar 50 Lecturer username password text password ç~perience Varchar 50 experience education Varchar 50 Education level ender Varchar 50 tel Varchar 50 Telephone emafl Varchar 50 Email address ~Text ~ ~p~— secqstn Varchar 50 Security question se~— Varchar 50 Security question answer ~in__ Date_created_date L~i~ date Last edited date

26 CHAPTE lyE SYSTEM IMPLIM NTATI I N AN~ STNG 5.0 Introduction This chapter covers the implementation of the project after its design. It shows print-screens of the running software from and the testing procedures that were carried out to prepare the software after development. 5.1 System Implementation This section highlights the print-screens of the running software from installation to using the software to its intended purposes i.e. complain collection and lecturer appraisal.

K wPI~’5 ~ + + / ~*tp4poa~

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Select the Lookut d~thase MySQL database e dump file, click open My Recent then click go Documents le import Engtne~

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large tiles, however it can break transactions. ______Number of records(queries) to skip from startlo

-Format of imported file ®SQL ______r~)L options SQL compa~bilily mode

-o

Figure 9: Uploading a database file during deployment

28 I~ W~a tcKx~ - ~iI- ~h~thflehe ~ ~dt ~Y hdaede

‘~:~~±_ ~ ~1 ~i

If you already have an account you can login else you can click sign up to create an account

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ma. c,flctti~ *3 ~at to 3t~Ide xa. alt . tndww to text 14cC. , act. tea tecexter aaflt~~

re~,t~t p&r.

Figure 10: First page ~ ~to *~V ~odndc )de tal’ rant ~eaaex~ + (. ~ ~ You can request for forgotten password

Change pacaword here

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Figure 11: forgot or change password page

29 You can create a new S~ to~ . 2011- account by filling this SqcPM~.20, + form + ~ C; ~_

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Sot. ‘S JOSSLi 4 2311715447-457 4204 753.04 454 0 Figure 12: Signup page

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Figure 13: Access denied page

30 e ~ ______Menus to provide - “to~i~o*eote~one~oeeei≠o_ F1 other

4. + t~1~t~1*.Qeko . * functionalities

:.. - ‘--• (I~ C~ I~JC SD~~tS

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Figure 14: Profile page for logge in user

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Figure 15: Complain management page Main menu 5. 5.. ~ ——~.,. ~ + +

I.ctn P~offl, Sub menu

List .f lecturer quali~es and the v•te c•unts, sele choice then pres vote once

Figure 16: Voting on lecturer profiles

~ - 5. 5.. ~ - ~ ~ RI

\~)±J [-5.~d~d~5.~ - ~j5] *

To add topics fill the form to view your topics click on the tab

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Figure 17: Adding of topics

32 w~ ocato~- to ~a to- h~to, ~ohanoh ~0 A_~IbotoanIil~anIøp~ + Previous 4. I______eII~j users and their comments

Comments fo~

Ou i Q Figure 18: Topics and comments page

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Ito Sill be r.treettd is C 5t3 _____ On logout

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Figure 19: Logging Out

33 t~cp~ -c~-i~a~ l~ll~I~ ~ ‘I~y ~ _ v~.a~dea~ ~J I~’.~I.’.,I$p- I + - _pj

~And ‘.lnfoSystem

~ ~.tC. on OUD s~:a::r: select the complain from a list of complain and choose to respond to it

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~• •• Jt~~th * ~54.7fl..4~7.~7 0356-703.

Figure2O: Admin interface to respond to complains A~ P~ . ‘.0~* ~ ~ ~ ~1~1______~ Të~ [LI- ~r J~] *

G.o.,~ PoUt Add polls for lecturer qualities and others

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34 -- P ~dt ¼b., ‘l~y ~ ~

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Lecturer ~ respond to 7- ______complains send to Oat —‘ I. S • Cs11 45 PtsSn, them.

•jii.~t ~c..t

on~

Figure 22: Lecturers interface to respond to complains

5.2 System Testing

Test type Test case Test input Output Expected output

Unit testing — User account User data Notification of Notification of testing of unit creation successful successful and their registration registration behavior.

Unit testing — User account User data with Notification of Notification of testing of unit creation missing fields unsuccessful unsuccessful and their registration registration behavior.

Function Complain User data, Notification of Notification of testing registration complain details successful successful activity complain

35 CHAPTER SIX CONCLUSION, RECOMMENDATION AND FUTURE RESEARCH

6.0 Conclusions The collection of complains is rigorous task and takes patience. The application will provide a good platform to allow complains to be directed to their expected consumers as first as possible. They too have a quick link to respond to them. Lecturer profiles too have links to allow students to vote about lecturer attributes. Other functionalities like student and lecturer accounts, topics and ability to comment on them has been added. This application provides for users with more tools to air in their views regarding the current system. With the use of forums where they can send topics for approval, users can then comment on the same topics.

The application has also provided for profiles for lecturers which are used to receive complains regarding them, their lectures and their course units. The lecturer can therefore respond to each complaint specific to its type. On response the complainer receives a feedback of the compliant sent.

This integrated appraisal management bit is based on the voting of lecturers’ profiles attributes. On viewing the profile, students can move on to vote for posted lecturer attributes, the tally for received votes is instant and feedback on successful voting is sent. 6.1 Recommendations This application is suitable for any university or high education facilities. It could also be customized to fit other organizations. A little tuning could also be done to make the application more specific to complains and types of appraisals.

Since it’s a web-based application it could be integrated into other firms’ websites and reconfigured to suit the environment. The use of independent files for certain activates like remote connection to the database on the server makes configuration even easier.

On adoption of this application firms can collect specific information from the complainer by making the queries user friendly, easy to fill and use of visual aids. This way maximum capacity of application is achieved.

37 6.2 Future researches Automatic response to certain regular complains. Due to the fact that some complains are regular and they may have definite answers, the application doesn’t provide for automatic answering of such complains. It doesn’t have the artificial intelligence to pull such complains and respond to them without the assistance of a human.

Ability to decrypt MD5 hash password incasé users want to retrieve their passwords. During the creation of user profiles, the password the account holders uses is encrypted using MD5 hashing system. MD5 is a one way hashing system that only allows one way encryption this means that you can only encrypt and you can’t decrypt. The problem comes in incase the user require their password when they have lost it. This though could be solve if one cone come up with an application to use brute force or dictionary attacks to the password encryption to get back the original password.

Ability to connect the application to other education application systems like Result Management System The setting of this application is in a university environment. Since the complain types revolve mostly round academic issues, different installed application dealing with education issues could be synchronized to this application to receive complains.

Ability to export reports to other document formats such as pdffiles Since the application is handling a big number of complaints, it is be of assistance if the application could have the capability to create files of known extension like PDF , TEXT or EXCEL. This easens the transfer of information from the application and its analysis.

Ability of the application to provide different types ofnotifications (such as c-mails, pop-ups e. t. c) on other users change in information

The application only provides for complainers and other with a notification of successful or unsuccessful activities as they use the website. It doesn’t provide for notification to affected user (receiver of complains) with notifications or reception of complains

38 REFERENCE

Elmasri I?amez and Navathe Shamkant .B. (1994) .Fundamentals of database System. 2~’ Edition. The Benjamin/Cummings Publishers company Inc. French C. S. (1996,). Data Processing and Information Technology 10th Edition, Letts Educational Ltd. Ian Sommervile. (‘2001,). Software Engineering 6th Edition. USA; Pearson Educational Limited. Jeffrey A. 1-foffer eta], (1996), Modern systems analysis and design by Benjamin/Cummings publishing company, Inc. Jeffrey L. Whitten. eta]. (‘2001). Systems analysis and Design methods. 5th Edition. Irwin/McGraw-Hill. An imprint of McGraw-Hill companies, Inc. 1221 Avenues of the Americas, New York, NY, 10020 Laudon & Laudon. (1996). Management Information Systems. 6th Edition Raymond McLeod Jr. (1995). Management Information Systems. ~ Edition. Prentice Hall International Editions Reynolds W George. (1995). information Systems for Managers. 3~ Edition. Pitman publishers. Si]bershatz. et. a]. (2002). Database system concepts. ~ Edition Tudar D.J (1998). Systems Analysis and Design. 31~~ edition. Prentice Hall Int’l Editions Thrban dat. (2003). Information technology for management 3rd Edition~ USA: John Wiley and sons. [nc. 1-lossam El-Bibbany and Boyd C. Paulson, Jr (1992,), CONCOORD: A framework for Design, Management and coordination in a collaborative AEC Environment, CIFE (Canter for Integrated Facility Engineering) Hossam El-Bibbany and Boyd C. Paulson, Jr (1992), Collaborative Information System, CIFE (Centre for Integrated Facility Engineering) Laudon, K.C. & Laudon, J.P. (2004). Management Information Systems: Managing the Digital Firm, 8th Edition. Upper Saddle River, New Jersey: Prentice-Hall International, Inc. Laudon, KG. & Laudon, J.P. (2002). Management Information Systems: Managing the Digital 1-inn, 7th Edition. Upper Saddle River, New Jersey: Prentice-Hall International, Inc. Beynon-Davies, P. (2002). Information Systems: An Introduction to Informatics in Organisations. Basingstoke, UK. Palgrave Macmillan Publishers Ltd. Whiteley, D. (2004). Introduction to Information Systems: Organisations, Applications, Technology and Design. Basingstoke, UK. Palgrave Macmillan Publishers Ltd. Laudon, K.C. & Laudon, J.P. (2004). Essentials of Management Information Systems: Managing the Digital EYrm, 6th Edition. Upper Saddle River, New Jersey: Prentice Hall International, Inc. Whitten Bently Dittman, (2004), System analysis and designs methods, 6th edition, Irwin/McGraw-Hill Thomas Pyzdek, 2003, Quality Engineering Handbook, Second Edition, edited by Paul A. Keller, MARCEL DEKKER, INC. NEW YORK BASEL Internet Sites; http://www.library management systems horizons scan (Jan, 30th, 2011) http://www.a research guide.coml/steps.html (Jan, 3O~, 2011) http://www.sample report net/project-report (Jan, 30th1, 2011) http://www.wikipedia.org/wiki/ (May, 1 5th, 2011)

39 Appendix A: budget for the graduation project 2012 T~~~______UNIT PRICE TOTAL COST Typing and printing of the report 40 Pages* 100/= 4,0001= Communication & Transport with At least 5 Travels plus Air 30,000/=

Supervisor( Report Only) time - Editing and printing of the report 40 Pages*5001= 4,0001=

Transport and Internet surfing used during 40,000/=

Research —

Draft of project 50 Pages*100/= 5,000/= —- Printing~f the fina1~p~qj~çt______50 Pages*500/= 5,0001= Binding 3 Books~8000 24,000/= Miscellaneous 20, 0007=

~ 132,0001=

Appendix B: Schedule of the Project Activities

No ACTIVITY TIME L Report writing May 2011 2. Report Writing and corrections June 2011 3. Final Corrections of Report Late June 2011 4. Preparation of instruments Early July 2011 5. Data Collection Mid July 2011 6. Data analysis and interpretation Late July 2011 7. Preparation_for Research Report Mid August 2011 8. First draft Final research report Early September 2011 9. Writing of final report and Submission Late September 2011

40 Appendix C:. Data Dictionary

Term Meaning

Time to provide for review Slack time

Refers to this document Project Short message SMS