University Project: Complaint Management System Implementation Report

This report presents a comprehensive analysis of a Complaint Management System (CMS) implementation project. It begins with an introduction to information systems and the importance of a structured Software Development Life Cycle (SDLC) approach. The report details the author's individual contribution, including requirements gathering, methodology selection (Agile), and design aspects. It includes a product backlog, an Entity Relationship Diagram (ERD) illustrating database table relationships, and a Relational Schema for database structure. Furthermore, the report presents an Architecture Diagram outlining system components and their interactions, along with Use Cases and Swimlanes to depict system functionalities and user flows. Finally, a Gantt Chart and Work Breakdown Structure (WBS) are provided to demonstrate project scheduling and task organization. The report emphasizes the design of UML diagrams to facilitate stakeholder understanding and guide system development. The database design is also a key focus, ensuring data storage and retrieval efficiency. The project utilizes Agile methodology for its flexibility and iterative approach.

Running head: COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Complaint Management System Implementation
Name of the Student
Name of the University

1COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Table of Contents
Introduction:....................................................................................................................................2
1. Individual Report on Contribution to Project:.............................................................................2
2. Product Backlog:.........................................................................................................................4
3. Entity Relationship Diagram:......................................................................................................6
4. Relational Schema:......................................................................................................................7
5. Architecture Diagram:.................................................................................................................8
6. Use Cases:....................................................................................................................................9
7. Swimlanes:.................................................................................................................................12
8. Gantt-Chart and WBS:...............................................................................................................13
Conclusion:....................................................................................................................................23
Bibliography:.................................................................................................................................25

2COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Introduction:
The complaint management system comes under the category of Information system. The
information system is a special kind of system that gathers raw data from various users and
stores into the database for analyzing and sharing (Peppard & Ward, 2016). The complaint
management system implementation for the selected organization needs to be through following
proper SDLC methodology. The database is the part of the system that stores the raw data and
information so that the data can be easily retrieve. The software development life cycle
methodology is the process of completing an ICT project through defining boundaries and
various activities.
The study includes various factors of the complain management system implementation
in the selected organization. Designing the UML diagrams of the system is the main focus of the
study. This allows the project stakeholders (internal) to understand the system functionalities.
Moreover, based on the designs the system will be developed. Therefore, it is extremely crucial
that the diagrams contain all the aspects of the system requirements. The study also holds the
information like project schedule that has been developed using the agile methodology. The work
breakdown structure of the project provides a great idea regarding the hierarchical distribution of
work. The UML diagrams that have been presented within the study are use case diagram. In
order to provide better understanding of the database, the relational schema and entity relational
diagram has been created.

3COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
1. Individual Report on Contribution to Project:
In order to create the report on the project management activities, especially on
designing, of complaint management system, the step was to understand the project requirements
and customer-organization interest in the project. I, along with another team mate, have read the
organizational requirements from the project and various factors involved in the project. This has
allowed us to understand what should be the business requirements of the project. However, in
order to understand each and every aspect of the ICT project I have read various books on
information system project management and SDLC. I have searched various internet sites to
understand the aspects of the project management that were not clear to me. After understating
the business requirements, I have analyzed all the gathered information and generated the
functional requirements of the system. Another member of my team was responsible for the
nonfunctional requirements identification. However, after the identification of the system
requirements, functional and nonfunctional, I have proof read all the generated data and
prioritized the requirements. All the members, including me, selected the requirements that were
most reasonable for the project. After the project requirements were found, we started the process
of selecting the project management methodology that is to be followed for the project here. The
complaint management system is a complex but small project in terms of other ICT projects.
As I had better knowledge about the project requirements and case study of the
organization, I chose to be the responsible person for selecting the project management
methodology. I already had the knowledge that an ICT project must be completed through
following a SDLC or software development life cycle methodology. I started researching about
various SDLCs that can support the project requirements and customer requirements. After
analyzing various SDLCs, I have come to the conclusion that the adaptive software development

4COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
approach is the best solution for the methodology. There are various adaptive methodologies that
can be considered as a potential methodology but the agile model is the best solution in this case.
I have analyzed the processes and phases of the agile model and realized that all the phases are
perfect for the Complaint Management System project.
I have also contributed to the designing part of the project. The system requirements that
I had identified were transferred to the logical design of the system. As it is very hard to
transform all the requirements into system functionality, I had to took part in the designing
phase. I have also designed the use cases of the project. As the use case supports all the other
designs, I had design those at the very first of design phase.
2. Product Backlog:
ID Theme As a/an I want to So that Priority Statu
s
2 Complaint Customer Register my
complaint as
efficiently as
possible
The
registration
process can be
simple and
easy
Required To do
1 Complaint Customer Register
complaints
differently for
different books
I can track the
progress of the
complaint
May be
Added
To do
5 Complaint Customer Have an option
of tracking the
progress of my
complaint
I can
understand at
which stage
my complaint
is and will be
resolved or not
Required To do
3 Functional
Requiremen
t
Designer Have a report
that will
register the
concerns
regarding the
system design
I can recognize
which parts to
be modified to
meet the user
requirements
Required To do

5COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
4 Functional
Requiremen
ts
Customer Have a error
notification that
will show if
any error
occurs
I can
understand
what have
gone wrong
and be able to
navigate
through the
system
properly
Required To do
7 Functional
Requiremen
t
Administrator Have a page
that will show
all the
complaints
registered by
the customers
filtered as per
provided
conditions
I can easily
track the
complaints
registered by
customer for a
day or specific
thing or any
other thing
Required To do
6 System Developer Want to have a
list of findings
So that
tracking the
product
functionalities
can be easy
May be To do

6COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
3. Entity Relationship Diagram:
Figure 1: Entity Relationship Diagram
(Source: Created by Author)
The entity relation diagram shows the connection between the tables of the database. The
database has many-to-many relation between the complaint and book table. At the time of
implementing the database, this has to be resolved. Another entity called Complaint_Book can be
added so that the many-to-many relation can be breakdown into many to one relation. The
primary key of table book and customer has been used as the primary key in the complaint table.
The status attribute of the customer will indicate whether the customer is blocked or not. If the
customer is blocked then he/she will not be able to register any complaint.

7COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
4. Relational Schema:
Figure 2: Relational Schema of Database
(Source: Created by Author)
Within the Relational schema, the tables, attributes and relations has been has been
shown. This has been done for understanding and organizing the structure of the database. As
this database is being designed from the scratch, the relational schema has been very useful. The
red marked attributes are primary keys of the tables customer, complaint and book respectively.
The green marked attributes are foreign keys. The foreign keys has been connected to the
respective primary key through an arrow as the diagram shows.

8COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
5. Architecture Diagram:
Figure 3: Architecture Diagram of the System
(Source: Created by Author)
The architecture diagram is the blueprint of the whole complaint management system.
The user devices can be a computer, mobile device or laptop. The user will access the site from
the web through sending the request. The web server will catch the request and pass it to the
application server through a firewall check. The application server is connected to the system and

9COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
database server. The database server is connected to the database. The admin can manage various
configuration of the system. The system’s main functions and database will be separated from the
main servers so that in case of DDoS attack, the system will not be corrupted.
6. Use Cases:
Figure 4: Usecase Diagram of System Interaction
(Source: Created by Author)
Name Register Complaint
ID User-UC2
Description The customer will register a complaint into the system regarding any issue
Actors Customer
Organizationa
l benefits
The organization can understand how much issues they are required to solve to
have better customer service
Frequency of
Use
Monthly

10COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Triggers A new row is created in the complaint table of the database
Preconditions The customer must be allowed by the system to register complaint
Post
Conditions
The complaint is registered into the database successfully
Actions The customer will login to the system.
The system will verify the customer.
The customer will open section of the register complaint system that has
complaint register form.
The customer will fill up the form.
The customer will submit form.
The system stores the complaint into the database.
Exception The connection between database and database server is lost.
Name View Complaint History
ID User-UC4
Description The customer will show the complaints that he/she has registered
Actors Customer
Organizationa
l benefits
Better customer service result into customer loyalty increase
Frequency of
Use
Weekly
Triggers The database will retrieve the information regarding the complaints of a specific
customer
Preconditions The customer must have registered a single complaint
Post
Conditions
The complaint is successfully shown
Actions The customer will login to the system.
The system will verify the customer.
The customer will request to see the complaints.
The system will check if the user has registered any complaint.
The customer will see the registered complaints.
Exception The customer has been blocked

11COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
7. Swimlanes:
Figure 5: Usecase Diagram of System Interaction
(Source: Created by Author)
The swimlanes diagram has shown the flow activities from the user to the system. The
customer first logins to the system for accessing the functionalities of the system then redirected
to the complaint register section. After submission of the form, the database stores the form into
the database.

12COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
8. Gantt-Chart and WBS:
WBS Task Name Duration Start Finish
Predeces
sors
Resource Names Cost
0
Complaint Management
System Implementation
48 days Mon 8/14/17 Fri 10/08/17 $118,760.00
1 Project Planning 3 days Mon 8/14/17 Thur 8/17/17 $26,200.00
1.1 Project Charter 2 days 8/18/17 Wed 8/20/17 Project manager $1,360.00
1.2 Project Scope 2 days Wed 8/21/17 Thu 8/23/17 2 Project manager $1,360.00
1.3 Project Team 1 days Fri 8/23/17 Mon 8/26/17 3
Project
manager,Administ
ration officer
$1,840.00
1.4 Role and Responsibility 1 days Fri 8/23/17 Mon 8/26/17 4
Administration
officer,Project
manager
$1,840.00
1.5 Kickoff Meeting 1 days Fri 8/23/17 Mon 8/26/17 5
Administration
officer
$480.00
1.6 Project Plan Sharing 1 days Fri 8/23/17 Mon 8/26/17 5
Administration
officer
$720.00
1.7 Contract Signing 1 day Thu 8/24/17 Thu 8/24/17 4,5
Administration
officer
$240.00
1.8 Develop Scope Baseline 1 days Fri 8/25/17 Tue 8/25/17 8 Project manager $2,040.00

13COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
1.9
Developing schedule
and cost baseline
1 days Fri 8/25/17 Tue 8/25/17 9 Project manager $2,040.00
1.10
Project Risk
Identification
1 days Mon 8/26/17 Mon 8/26/17 10 Project manager $2,720.00
1.11
Developiong Risk
Management Strategies
1 days Mon 8/26/17 Mon 8/26/17 11 Project manager $3,400.00
1.12
Time Management
Startegy Development
1 days Fri 8/27/17 Fri 8/27/17 12 Project manager $2,040.00
1.13
Resource Management
Strategy Development
1 days Fri 8/30/17 Fri 8/30/17 13 Project manager $1,360.00
1.14
Develop Schedule of the
Project
1 days Fri 8/30/17 Fri 8/30/17 14 Project manager $1,360.00
1.15
Estimate Budget of the
Project
2 days
Mon
9/4/17
Tue
9/5/17
15 Project manager $3,400.00
1.16
Project Planning
Complete
0 days Wed 9/6/17 Wed 9/6/17 16 $0.00
2 Requirement Analysis 3 days Thur 9/7/17 Sat 9/9/17 $17,840.00
2.1
Information Gathering
Technique Identification
1 days Mon 9/11/17 Mon 9/11/17 17 Business analyst $800.00
2.2 Gathering Information 2 days Tue 9/12/17 Wed 9/13/17 19 Business analyst $4,000.00

14COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
2.3
Analyzing Collected
Information
1 days Thu 9/13/17 Thu 9/13/17 20 Programmer $1,200.00
2.4
Defining System
Requirements
2 days Fri 9/14/17 Sat 9/15/17 21
Programmer,Proje
ct manager
$8,640.00
2.5 Analyzing Requirements 2 days Mon 9/17/17 Tue 9/18/17 22 Project manager $2,720.00
2.6
Requirement
Documentation
2 days Mon 9/17/17 Tue 9/18/17 23
Administration
officer
$480.00
2.7
Requirement Analysis
Complete
0 days Mon 9/17/17 Tue 9/18/17 24 $0.00
3 Designing Phase 3 days Wed 9/19/17 Sat 9/21/17 $20,080.00
3.1
Collecting System
Requirements
1 day Thur 9/20/17 Fri 9/20/17 25
Administration
officer
$240.00
3.2
Analyzing the
Requirements
2 days Thur 9/20/17 Fri 9/20/17 27 Project manager $5,440.00
3.3
Defining System
Functionalities
2 days Thur 9/20/17 Fri 9/20/17 25,27 Programmer $3,600.00
3.4
Design System
Components
2 days Sat 9/21/17 Mon 9/23/17 29 Programmer $2,800.00
3.5
User Interface
Designing
2 days Sat 9/21/17 Mon 9/23/17 30
Graphical user
interface
developer
$2,000.00

15COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
3.6
Designing System
Architecture
2 days Sat 9/21/17 Mon 9/23/17 31 Programmer $2,400.00
3.7 Designing Database 4 days Sat 9/21/17 Wed 9/25/17 32
Database
developer
$1,600.00
3.8 Designing Network 4 days Sat 9/21/17 Wed 9/25/17 31,32 Programmer $2,000.00
3.9 Design Phase Complete 0 days Wed 9/25/17 Wed 9/25/17 34 $0.00
4 Development Phase 7 days Mon 9/18/17 Mon 9/25/17 $52,400.00
4.1 Coding of the System 14 days Mon 9/18/17 Tue 9/03/17 35 Programmer $10,000.00
4.2
System Unit
Development
5 days Mon 9/18/17 Fri 9/25/17 35,37
Graphical user
interface
developer,Progra
mmer
$20,000.00
4.3 Database Development 15 days Mon 9/18/17 Sat 9/26/17 38
Database
developer
$6,000.00
4.4
System Network
Implementation
5 days Tue 9/19/17 Sat 9/23/18 39 Programmer $6,800.00
4.5
User Interface
Development
5 days Mon 9/18/17 Fri 3/23/18 37
Graphical user
interface
developer
$4,800.00
4.6 Connecting Database
with System
2 days Sat 9/26/17 Mon 9/28/17 41 Database
developer,Progra
$3,200.00

16COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
mmer
4.7
Connecting System with
Network
1 days Sat 9/23/18 Mon 9/25/18 42 Programmer $1,600.00
4.8
Development Phase
Complete
0 days Mon 9/25/18 Mon 9/25/18 43 $0.00
5 Testing Phase 6 days Tue 9/26/18 Mon 10/02/17 $1,920.00
5.1
Design/Requirements
Review
1 day Wed 10/03/17 Thur 10/04/17 44 Tester $320.00
5.2 Test Planning 1 day Wed 10/03/17 Thur 10/04/17 46 Tester $320.00
5.3 Test Design 1 day Wed 10/03/17 Thur 10/04/17 47 Tester $320.00
5.4 Test Environment Setup 1 day Wed 10/03/17 Thur 10/04/17 48 Tester $320.00
5.5 Test Execution 1 day Fri 10/05/17 Sat 10/06/17 49 Tester $320.00
5.6 Test Reporting 1 day Fri 10/05/17 Sat 10/06/17 50 Tester $320.00
5.7 Testing Phase Complete 0 days Fri 10/05/17 Fri 10/05/17 51 $0.00
6 Deployment Phase 1 day Fri 10/05/17 Sat 10/06/17 $320.00
6.1
Deploying System in
BrisGames Environment
1 day Mon 10/08/17 Mon 10/08/17 52 Tester $320.00
6.2 Deployment Complete 0 days Mon 10/08/17 Mon 10/08/17 54 $0.00

17COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Table 1: The Schedule of the Project
(Source: Created by Author)
Figure 6: Gantt Chart
(Source: Created by Author)

18COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION

19COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION

20COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
Figure 7: Work Breakdown Structure
(Source: Created by Author)
Conclusion:
From the above study, it can be concluded that the information system designing is a
complex and crucial process. The designs of the complaint management system have provided an
in-depth knowledge about the functionalities of the system along with the structure of the
database. There is two use case diagram in the design and both of those has been able to show
the interaction among the user and system. The UML diagrams has been a great source of

21COMPLAINT MANAGEMENT SYSTEM IMPLEMENTATION
understanding the system’s internal aspects. Within the study, the database design has been
provided most expressive way. Using the ERD and relational schema does not leave any space to
provide further information about the database. The swim-lanes has been used for providing an
idea of the flow of activities within the system and user.
The study profoundly follows every instruction that is needed to show the design aspects
of an IS. There is still some areas to improve such as including other UML diagrams and
alternative architecture of the system.