Base Line Document

COMPLAINTS’ MANAGEMENT SYSTEM (CM

PREPARED BY: MOHSIN ZIA

SUBMITTED TO: YAWAR IQBAL
DATE: 16TH AUG’ 2023
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Revision History:

Revision Date Comments

History
1.00 16/08/2023 -
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Contents
1 INTRODUCTION.................................................................................
1.1. PURPOSE............................................................................................... 3
1.2. PRODUCT SCOPE................................................................................... 3
1.3. SCHEMA AND RELATIONSHIP...............................................................
2. OVERVIEW.......................................................................................
2.1. THE OVERALL DESCRIPTION..................................................................5
2.2. PRODUCT PERSPECTIVE........................................................................5
2.3. PRODUCT FUNCTIONS...........................................................................5
2.4. USER CHARACTERISTICS.......................................................................6
2.5. CONSTRAINTS....................................................................................... 6
2.6. ASSUMPTIONS AND DEPENDENCIES......................................................6
3. STATE OF THE ART............................................................................
4. USER/SYSTEM REQUIREMENTS............................................................
4.1. EXTERNAL INTERFACE REQUIREMENTS...........................................................8
4.1.1. User Interfaces................................................................................. 8
4.1.2. Hardware Interfaces..........................................................................8
4.1.3. Software Interfaces............................................................................8
4.1.4. Communication Interfaces..................................................................8
5. FUNCTIONAL REQUIREMENTS..............................................................
5.1. FUNCTIONAL REQUIREMENTS WITH TRACEABILITY INFORMATION...........................9
6. NONFUNCTIONAL REQUIREMENTS & SOFTWARE SYSTEM ATTRIBUTES.......
6.1. PERFORMANCE REQUIREMENTS..................................................................11
7. PROJECT DESIGN/ARCHITECTURE.......................................................
7.1 USE CASE – UML DIAGRAM.........................................................................12
7.2 PHYSICALVIEW……………………………………………………............................13
7.3 USER INTERFACE........................................................................................ 13
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1 INTRODUCTION

The Complaint Management System (CMS) is a robust and streamlined solution

developed to revolutionize complaints’ handling within MATCO Foods. By replacing
manual complaint logging methods with a digital platform, CMS enables users to
effortlessly submit and track their complaints. This system automates the process
of complaint escalation, assignment, and resolution, enhancing efficiency and
reducing response times.

1.1. PURPOSE
The purpose of the Complaint Management System (CMS) is to establish a
centralized and automated framework for managing IT and ERP-related complaints
at MATCO Foods. This system aims to make the complaint submission, resolution,
and reporting processes a smooth process ultimately improving communication
between complainants and resolvers. By facilitating quick issue identification,
efficient assignment, and comprehensive reporting, CMS enhances organizational
efficiency as well as complainer satisfaction.

1.2. PRODUCT SCOPE

The scope of CMS encompasses the entire complaint lifecycle, from submission by
complainants to automated assignment of complaints to the relevant resolvers,
monitoring the progress of issue resolution, and automated communication of
updates to both parties. The system also features the reporting functionalities,
enabling administrators to generate insightful reports on complaint trends,
resolution times, and overall system performance.
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1.3. SCHEMA AND RELATIONSHIP

2.
O
VERVIEW

The Complaint Management System is an integrated solution designed to

modernize and automate the process of logging, tracking, and resolving IT and
ERP-related complaints at MATCO Foods. By digitizing complaint submission,
assignment, and resolution, the system ensures faster response times, efficient
communication, and data-driven insights through automated notifications and
comprehensive reporting.

2.1. THE OVERALL DESCRIPTION

The CMS is a comprehensive Complaint Management Solution that revolutionizes
complaint handling at MATCO Foods. By digitizing and automating the entire
process, from complaint submission to resolution and reporting, it accelerates
response times, enhances communication, and empowers data-driven decision-
making for improved IT and ERP issue management.
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2.2. PRODUCT PERSPECTIVE

From a product perspective, the Complaint Management System serves as a user-
centric and efficient tool within MATCO Foods, offering a smooth interface for
complainants to submit issues and track their progress. It integrates into the
existing IT and ERP ecosystem, enhancing communication by automating
complaint assignment, resolution notifications, and enabling administrators to
monitor and optimize the complaint resolution process.

2.3. PRODUCT FUNCTIONS

The main functions provided by CMS are as follow:

 Complaint Submission: Users can submit IT and ERP-related complaints

through the application.

 Automated Assignment: System automatically assigns complaints to

relevant resolvers based on their location.

 Issue Tracking: Complainants and resolvers can track the status and
progress of complaints in real-time.

 Resolver Communication: System sends automated emails to resolvers

containing complaint details for prompt resolution.

 Complainant Communication: Automated emails inform complainants

about complaint receipt, assignment, and resolution updates.

 Resolution Documentation: Resolvers can document their solutions,

which are shared with complainants upon resolution.

 Comprehensive Reporting: Generate reports on complaint trends,

resolution times, and system performance for analysis.

 Admin Notifications: System alerts administrators about new complaints,

resolutions, and critical issues.

 PDF Report Export: Generate and export comprehensive reports to PDF

format for archival and sharing.

 Data Insights: Utilize gathered data for informed decision-making and

process improvement.

 User Authentication: Secure login and authentication mechanisms for

authorized access.

 User Roles: Define roles (complainant, resolver, admin) with distinct

permissions and access levels.
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2.4. USER CHARACTERISTICS

There would be three types of users that will be interacting with our application.

 Users:
o They would log their complaints through the system.

 Admins:
o They are the resolvers. They can also view the reports.

2.5. CONSTRAINTS
Following are the constraints needed for the application:

 Valid login details are also required to use the services.

 Server (192.168.11.47) should NOT be down. It acts as our server for the
clients (users).

2.6. ASSUMPTIONS AND DEPENDENCIES

Assumptions and dependencies of the application are listed as follow:
 Users must have a machine that is whitelisted in our server’s firewall. Means
that application would only work within MATCO.
 Application is dependent on an active server while user is using it.
3. STATE OF THE ART

LITERATURE REVIEW

CMS offers several benefits; users acknowledge the need for user-friendly
interfaces and seamless user experiences. Intuitive design and straightforward
navigation to ensure efficient adoption of CMS by different user groups has
been kept in mind while development of this application.

The literature review for the Complaint Management System (CMS) reveals a
growing emphasis on digital solutions to streamline complaint handling
processes across industries. Studies underscore the importance of automation
in reducing response times, enhancing communication, and improving
customer satisfaction. Research highlights the integration of email notifications,
tracking mechanisms, and reporting features as pivotal elements in efficient
complaint management systems, aligning with CMS's objectives of optimizing
IT and ERP issue resolution at MATCO Foods.
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EXISTING SYSTEM

The existing complaint management system suffers from manual data entry and
processing, leading to delays and errors in complaint handling. Additionally, the
lack of automated notifications and tracking mechanisms hampers efficient
communication and transparency in issue resolution.

4. USER/SYSTEM REQUIREMENTS

4.1. External Interface Requirements

4.1.1. User Interfaces

CMS is user-friendly and easy to understand for our user. The main page of
our application is the login page. All the users share a common credentials that are
user:user.

After user logging in the application, he/she can

 Log their complaint through the system.

After admin logging in the application, he/she can

 Resolve the complaints.
 Check inventory reports of complaints.
 Export the reports in PDF format.

4.1.2. Hardware Interfaces

An active server connection is required to use the application. Moreover, the

user should enter valid login credentials to use the application.
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4.1.3. Software Interfaces

Development of CMS is done using HTML, CSS, JavaScript, JQuery, and

PHP.

4.1.4. Communication Interfaces

The key communication interfaces for our application are valid login
credentials using the app. Basic communication will be done using an active server
connection.

5. Functional Requirements

The functional requirements of CMS are listed below.

5.1. Functional Requirements with Traceability information

FR-01: In this requirement the user should validate their credentials to use the
services of CMS.

Requirement ID FR-01 Requirement Functional Use Case # -

Type

Status Ne Agreed- - Baseline - Rejected -

w to d

Parent None
Requirement #

Description User can access the CMS through correct credentials.

Rationale Users should validate their identity to access system.

Source Source Document -

Acceptance/Fit Users can only access to application via valid credentials.

Criteria
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Dependencies User account.

Priority Essential Yes Conditional - Optional -

Change History None

FR-02: In this requirement the user will be able to view and export reports.

Requirement ID FR-02 Requirement Functional Use Case # -

Type

Status Ne Agreed- - Baseline - Rejected -

w to d

Parent FR-01
Requirement #

Description User (admin) can perform reporting.

Rationale Users can perform reporting according to their desire (from-till, user wise, resolver wise,
location wise, complete record).

Source Source Document -

Acceptance/Fit User must be an admin.

Criteria

Dependencies User account privileges.

Priority Essential Yes Conditional - Optional -

Change History None

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6. Nonfunctional Requirements & Software System Attributes

 Security

o Whenever a user wants to POST or GET data to and from the server,
CMS ensures that they are an authorized user. So, the SESSION
variables are implemented in such a way that to GET or POST data
to it, the user must have a login session variable to access each
page, through which the server recognizes if they are an authorized
user or not.

 Usability

o CMS has a very user-friendly interface with smooth navigation

menus.

 Reliability

o CMS is reliable and performs the operations without any failure.

 Accessibility

o CMS is user-friendly and is available for every user to use and

perform provided operations according to their account role.
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6.1. Performance Requirements

Performance requirements for CMS are as follow:

o Speed of response
o Execution time
o Defining business rule
o Getting specifications of software development
o Functionalities working

7. Project Design/Architecture
7.1 Use Case – UML Diagram
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A UML diagram is a diagram based on the UML (Unified Modeling Language) with
the purpose of visually representing a system along with its main actors, roles,
actions, artifacts or classes, in order to better understand, alter, maintain, or
document information about the system.

7.2 Physical View

Physical view of how user interacts with web/app server, and he can send requests
to server or take requests from server and then server upload to data base or
fetches from data base as per user request.
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7.3 User Interface

The following are the snapshots of user interface of desktop application CMS.
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THE END