DESIGN AND IMPLEMENTATION OF WEB BASED OPINION POOL INFORMATION SYSTEM (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 the 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.
TABLE OF CONTENTS
CHAPTER ONE
1.0 INTRODUCTION 1
1.1 STATEMENT OF PROBLEMS 2
1.2 OBJECTIVE OF THE STUDY 3
1.3 SCOPE OF STUDY 3
1.4 SIGNIFICANCE OF STUDY 4
1.5 ASSUMPTION 4
1.6 DEFINITION OF TERMS 5
CHAPTER TWO
2.0 REVIEW OF LITERATURE 7
CHAPTER THREE
3.0 SYSTEM ANALYSIS AND DESIGN 20
3.1 GENERAL OVERVIEW OF THE SYSTEM 21
3.1.1 ORGANOGRAM 23
3.1.2 INFORMATION FLOW DIAGRAM 24
3.2 METHODOLOGY 25
3.2.1 FACT FINDING METHOD USED 25
CHAPTER FOUR
4.0 DESIGN AND SYSTEM IMPLEMENTATION 26
4.1 DESIGN STANDARDS 26
4.2 OUTPUT SPECIFICATION AND DESIGN 26
4.3 INPUT 26
4.4 FILE DESIGN 27
4.5 PROCEDURE CHART 28
4.6 SYSTEM FLOWCHART 28
4.7 IMPLEMENTATION 28
4.7.1 PROGRAM FLOWCHART 29
4.7.2 PSEUDO CODE (SEX APPENDIX) 33
4.8 CODING 34
4.9 SYSTEM REQUIREMENT 34
4.9.1 SOFTWARE REQUIREMENT 34
4.9.2 HARDWARE REQUIREMENT 35
4.9.3 OPERATIONAL 35
4.9.4 PERSONNEL 35
4.9.5 ENVIRONMENTAL 36
4.10 TESTING 36
4.11 CUTOVER PROCESS 36
4.12 DOCUMENTATION 37
CHAPTER FIVE
5.0 SUMMARY, RECOMMENDATION AND CONCLUSION 38
5.1 SUMMARY 38
5.2 RECOMMENDATION 39
5.3 CONCLUSION 39
REFERENCES 41
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