(CASE STUDY OF POWER HOLDING COMPANY OF NIGERIA (PHCN)

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ABSTRACT

The opinion pool information system is a web based service owned management and maintained by the companies within the office and has been in use for over years. The main purpose of the service is to provide the general public (hereafter referred to as citizens) a facility to log complaints, make a suggestion and/or request information (hereafter referred to as incidents) and tank the processing status of same. These incidents vary significantly in type and urgency and requires the attention of officials hereafter referred to as users. Within one or more public sector entities. The opinion pool information system has a human resources system with a single purpose of maintaining sensitive information that is requires for a few key employees outside of HR. the opinion poll information system is a major change to the way things are currently done. Using the opinion poll information system must be a company directive otherwise it will never be fully implemented.

CHAPTER ONE

 

1.0       INTRODUCTION

Opinion pool is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales.

From your telephone manner to the efficiency of your order-fulfillment systems, almost every aspect of your business affects the way your customers view your business. There are also programmes you can put in place to increase your levels of pinion poll.

This guide outlines what opinion pool involves. It explains how you can use customers contact; feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Opinion poll involves putting system in place to maximize your customers satisfaction with your business. It should be a prime consideration for every business – your sales and profitability depends on keeping your customers happy.

Opinion poll is more directly important in some roles than others. For receptionists, sales staff and other employees in customer-feeling roles, opinion poll should be a core element of their job description and training, and a core criterion when you’re recruiting.

But don’t neglect the important of opinion poll in other areas of your business. For instance, your warehousing and dispatch departments may have minimal contact with your customers but their performance when fulfilling orders has a major impact on customers’ satisfaction with your business.

A huge range of factors can contribute to customer satisfaction, but your customers – both consumer and other business – are likely to take into account:

• How well your product or service matches customers needs.
• The value of money you offer
• Your efficiency and reliability in fulfilling orders.
• The professionalism, friendliness and expertise of your employees.
• How well you keep your customers informed.
• The after-sales service you provided.

 

1.1       STATEMENT OF PROBLEM

Owing to:-

(i)                 The difficulties people face in transferring information data.

(ii)               Unwillingness attitude of some PHCN staff when checking their customers’ information.

(iii)             Fragile nature of customers information

(iv)             Difficulties people encounter when checking their customers information

(v)               Time wasted in manual processing of customers information

(vi)             Important nature of customers information in the business world.

The need arises for the development of computerized opinion poll information to alleviate these problems.

 

1.2       AIMS AND OBJECTIVES

This aims and objective of this project are listed below:-

• To develop software called web based opinion poll information system that will replace the manual method.
• To develop, promote and provide adequate and efficiently web based opinion poll information system.
• To maintain an efficient system of collection, sorting and delivery of customers information.
• To demonstrate increase motivation to the PHCN workers.
• To eliminate the error involve with the manual method of checking customers information.
• To save the time wasted with manual method of checking customers information.

1.3       SCOPE OF STUDY

This project work is narrowed to PHCN Enugu. It deals with the development of web based opinion poll information system to help in the checking of customers information.