Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
TABLE OF CONTENTS
Chapter No
Topic Name
Page No
List of Acronyms
IV
List of Figures
V
List of Tables
VI
Abstract
VII
1
INTRODUCTION
01
1.1 Purpose
01
1.2 Product Perspective
01
1.3 Site Adaptive Requirements
02
LITERATURE SURVEY
03
2.1 Introduction
03
2.2 Proposed System
03
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SYSTEM DESIGN
18
4.1 ER Diagram
18
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29
4.4.5 Sequence Diagram
30
5
IMPLEMENTATION
32
5.1 Coding
32
SYSTEM TESTING
39
6.1 Testing
39
6.2 Testing Strategy
39
6.3 Test Approach
43
6.4 Test Cases
44
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SCREEN SHOTS
47
7.1 Screens
47
CONCLUSION
57
8.1 Summary
57
8.2 Future enhancements
58
REFERENCES
59
LIST OF ACRONYMS
S NO
Page No
Acronym
1
Requirement Specification
2
Diagram
3
Modeling Language
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SRS
Description
Software
08
DFD
Data Flow
19
UML
Unified
20
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Figure No
Page No
Figure Name
1
10
3.1
Spiral Model
3.2
3.3
Development Stage
12
13
Diagram
3.4
3.5
4.1
4.2
4.3
Activity Diagram
4.4
Class Diagram
Integration Stage
14
Installation & Acceptance
15
ER Diagram
17
23
25
28
LIST OF TABLES
S NO
1
Table Number
Page No
4.1
Table Name
Product Information
19
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4.2
Complaint Details
19
ABSRACT
Customers may have complaints about its products. They will be given an product
id for each product, where they can send complaint based on the product id when they
find a fault product .The complaints can be assigned to different persons and will get
tracked to closure. The Online Complaint Management System (OCMS) software is
an independent application. It is a self-contained product.
The traditional forum system consists of public meeting or presentation involving
a discussion
General the forums may belong to specific issues like WAP forum, MATH forum,
Economic forum, Freedom forum, Software forum etc. In particular, Consumer Forum
deals with customer rights against vendors or the manufactures of the faulty products.
Our Web Enabled Call Center (WECC) does all the jobs that are done in
conventional system but, here, everything is done in more formal and efficient
manner. This system acts as an interface between the customers and call engineers
thereby enabling them to forward their complaints to the appropriate call engineer.
Hence, making the work easy for both the complaint raiser and the person who
resolves the complaint. Here, in complaint tracking, it fulfills different requirements of
administrator and customer more efficiently.
Key Words:
Consumer Forum, Economic Forum, Web Enabled Call Center (WECC), Fault
Product, Freedom Forum, Software Forum.
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CHAPTER1
INTRODUCTION
1.1 Introduction
An organizations customers may have complaints about its products. They will be given
an product id for each product, where they can send an email when they have a complaint
to register. The complaint id will get converted to complaints and get assigned to the
persons handling that product. The complaints can be assigned to different persons and
will get tracked to closure. The person handling the complaint will have the facility to
communicate with the customer via emails through the system.
1.2 Product Perspective
The Online Complaint Management System software is an independent application. It
is a self-contained product. The system interfaces, user interfaces and hardware interfaces
related with this software are defined as follows.
1.2.1 System Interfaces
The client systems should be able to share the data available in the data base through the
network connection.
1.2.2 User Interfaces
The screen formats and menu structure should be in such a way that even have users will
find it easy to use. The product must be use-friendly and very inter-active. The
functionality provided by the system like displaying error messages should adapt itself to
the different users of the software.
1.2.3 Software Interfaces
Operating System
Client Software
Communication Network
Internet.
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Intermediate Language
JVM.
Complaint registration for a particular product id, date and time and also
providing with a pin code as a customer address.
Advantages:
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Risk is low.
Easy to maintain
CHAPTER2
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LITERATURE SURVEY
2.1 Introduction:
The customer has to visit forums and made complaint against a faulty
product. The complaint will be discussed in the presence of customer, vendor and a team
of expert committee along with judge. The final decision making is a time consuming so
the customer has to revisit the forum to get the result.
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The site would use a database to hold customers complaints and reports generated
by the technical team .online compliant management system contains all complaint
details .a complaint inventory contains all complaints with its status reports .the system
provides the facility if the customers gives the wrong information then he able edit the
complaint details .to provide the proper information to the system. The modern online
complaint management system is comprehensive suite of identify the fault products
based on the customers provided information and generating reports for the fault
products.
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2.5 Reports:
The reports generated in project depict the up to date information about the
current status of various records. The various types of reports that will be generated in
this project are as mentioned below.
2.5.1 Time oriented reports:
Time oriented reports give the information of complaints according to the time period
given. The time oriented reports are daily, weekly, monthly, yearly and also includes
reports on certain period of time etc.
2.5.2 Status oriented reports:
Status oriented reports give the information of complaints according to the status given.
The status oriented reports are completed, pending and delayed reports.
2.5.3 Division wise reports:
Division wise reports give the information of complaints according to the division
given.
2.5.4 Compliant wise reports:
Compliant wise reports give the information of complaints according to the compliant
type given.
2.5.5 Employee wise reports:
Employee wise reports give the information of complaints according to the employee
referred to solve the compliant.
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CHAPTER3
REVIEW OF THE STATE OF ART
3.1 FEASIBILITY STUDY
Feasibility study is an important phase in the software development process. It enables
the developer to have an assessment of the product being developed. It refers to the
feasibility study of the product in terms of outcomes of the product, operational use and
technical support required for implementing it.
Feasibility study should be performed on the basis of various criteria and parameters.
The various feasibility studies are:
Economic Feasibility
Operational Feasibility
Technical Feasibility
3.1.1 ECONOMIC FEASIBILITY
It refers to the benefits or outcomes we are deriving from the product as compared to the
total cost we are spending for developing the product. If the benefits are more or less the
same as the older system, then it is not feasible to develop the product.
3.1.2 OPERATIONAL FEASIBILITY
It refers to the feasibility of the product to be operational. Some products may work
very well at design and implementation but may fail in the real
environment. It includes the study of additional human resource required and their
technical expertise.
3.1.3 TECHNICAL FEASIBILITY
It refers to whether the software that is available in the market fully supports the present
application. It studies the pros and cons of using particular software for the development
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and its feasibility. It also studies the additional training needed to be given to the people
to make the application work.
Requirement Specification
Here, the focus is on specifying what has been found giving analysis
such as representation, specification languages and tools, and checking the
specifications are addressed during this activity. The requirement phase terminates
with the production of the validate SRS document. Producing the SRS document is
the basic goal of this phase.
The Software Requirements Specification (SRS) begins the translation
process that converts the software requirements into the language the developers will
use. The SRS draws on the use-cases from the User Requirement Document (URD)
and analyzes the situations from a number of perspectives to discover and eliminate
inconsistencies, ambiguities, and omissions before development
progresses
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Role of SRS:
The Purpose of the software requirement specification is to reduce the
communication gap between the clients and developers. Software requirement
specification is the medium, through which the client and user needs are accurately
specified. It forms the basis of software development. A good SRS should satisfy all
the parties involved in the system.
3.2.1 Software Requirements:
Operating System
Client Program
Internet Explorer.
Server Program
IDE
My Eclipse 8.6.
Editors
Language
Java script.
Database softwares
Oracle10g.
Intermediate Language
JVM.
P4
Ram
512 MB
Communication Channel
Internet
Hard Disk
10 GB
Monitor
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Reliability
1. OCMS shall be available 24 hours a day, 7 days a week.
2. OCMS shall always provide real time information about flight availability information.
3. OCMS shall be robust enough to have a high degree of fault tolerance. For example, if
the user enters a negative number of passengers or a value too large, the system should
not crash and shall identify the invalid input and produce a suitable error message.
4. OCMS shall be able to recover from hardware failures, power failures and other
natural catastrophes and rollback the databases to their most recent valid state.
Usability
1. OCMS shall provide a easy-to-use graphical interface similar to other existing
reservation system so that the users do not have to learn a new style of interaction.
2. The web interface should be intuitive and easily navigable Users should be able to
understand the menu and options provided by OCMS .
3. Any notification or error messages generated by OCMS shall be clear, succinct, polite
and free of jargon.
Integrity
1. Only system administer has the right to change system parameters, such as pricing
policy etc. The system should be secure and must use encryption to protect the databases.
2. Users need to be authenticated before having access to any personal data.
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Specification;
Design;
Validation;
Evolution.
Evolutionary development
There are many variants of these models e.g. formal development where a waterfall-like
process is used but the specification is a formal specification that is refined through
several stages to an implementable design.
Spiral Model
Each cycle involves the same sequence of steps as the waterfall process model. Breaks
development process down into multiple phases. Early phases focus on the construction
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of prototypes. Lessons learned from development of one prototype can be applied to the
next iteration.
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the initial data entities. Major functions include critical processes to be managed, as
well as mission critical inputs, outputs and reports. A user class hierarchy is developed
and associated with these major functions, data areas, and data entities. Each of these
definitions is termed a Requirement. Requirements are identified by unique
requirement identifiers and, at minimum, contain a requirement title and textual
description.
3.4.3 Analysis Stage:
The planning stage establishes a bird's eye view of the intended software product,
and uses this to establish the basic project structure, evaluate feasibility and risks
associated with the project, and describe appropriate management and technical
approaches .The most critical section of the project plan is a listing of high-level product
requirements, also referred to as goals. All of the software product requirements to be
developed during the requirements definition stage flow from one or more of these goals.
The minimum information for each goal consists of a title and textual description,
although additional information and references to external documents may be included.
The outputs of the project planning stage are the configuration management plan, the
quality assurance plan, and the project plan and schedule, with a detailed listing of
scheduled activities for the upcoming Requirements stage, and high level estimates of
effort for the out stages.
3.4.4 Designing Stage:
The design stage takes as its initial input the requirements identified in the approved
requirements document. For each requirement, a set of one or more design elements will
be produced as a result of interviews, workshops, and/or prototype efforts. Design
elements describe the desired software features in detail, and generally include functional
hierarchy diagrams, screen layout diagrams, tables of business rules, business process
diagrams, pseudo code, and a complete entity-relationship diagram with a full data
dictionary. These design elements are intended to describe the software in sufficient
detail that skilled programmers may develop the software with minimal additional input.
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capability. During this stage, reference data is finalized for production use and
production users are identified and linked to their appropriate roles. The final
reference data (or links to reference data source files) and production user list are
compiled into the Production Initiation Plan.
During the installation and acceptance stage, the software artifacts, online help, and
initial production data are loaded onto the production server. At this point, all test cases
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are run to verify the correctness and completeness of the software. Successful execution
of the test suite is a prerequisite to acceptance of the software by the customer.
After customer personnel have verified that the initial production data load is
correct and the test suite has been executed with satisfactory results, the customer
formally accepts the delivery of the software.
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CHAPTER4
SYSTEM DESIGN
4.1 ER DIAGRAM
The ER diagram is drawn to have a better understanding of the whole scenario, it
was used to conceptualize the phenomena, actions and interactions between various entities
and to arrive at the specific requirements in a comprehensive manner. The ER diagram is
attached with this SRS.
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information system. A data flow diagram can also be used for the
they input, ultimately has an effect upon the structure of the whole
system from order to dispatch to restock how any system is developed can be
determined through a dataflow diagram.
4.3.1 Developing a DFD
Developing Top-Down Approach
The system designer makes a context level DFD ,which shows the interaction
(data
flows) between the system (represented by one process) and the system environment
(represented by terminator).
The system is decomposed in lower level DFD (Zero) into a set of processes, data
stores , and the data flows between these processes and data stores.
Each process is then decomposed into an even lower level diagram containing its sub
process.
This approach then continues on the subsequent sub processes , until a necessary and
sufficient level of detail is reached which is called the primitive process
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3. A circle or a bubble represents a process that transforms incoming data flow into
outgoing data flows.
4. An open rectangle is a data store, data at rest or a temporary repository of data
Data flow
Data Store
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Diagrams in UML:
Diagrams are graphical presentation of set of elements. Diagrams project a
system, or visualize a system from different angles and perspectives. The UML has 9
diagrams. These diagrams can be classified into the following groups.
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Static:
1. Class Diagrams.
2. Object Diagrams.
3. Component Diagrams.
4. Deployment Diagrams.
Dynamic:
1. Use-Case Diagram.
2. Sequence Diagram
3. Collaboration Diagram.
4. State Chart Diagram
5. Activity Diagram.
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Client Module :
Login
RegisterComplaint
client
viewstatus
Logout
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Administrator Module:
Login\Regi
ster
fails
success
displayerro
rmessage
verfification
Check
complaints
view
complaints
updtae
stauts
Send mails
LogOut
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9: commit( )
login : login
10:
1: login( )
Db :
DBUtils
admin :
Adminstartor
2: status( )
11: logout( )
13: sessionClose()
3: openConnection( )
12: closeConnection()
5: report( )
6: createUsers
7: showStatus()
8: update( )
4: searchComplaintDetails( )
logout :
Logout
mon :
MonitorComplaint
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Coustmer
productid : String
name : String
middlename : String
lastname : String
email_id : String
address : String
MonitorComplaint
complaintid : String
complainttype : String
date : Date
status()
report()
setProductID()
setName()
setMiddleName()
setLastName()
setEmail()
setAddress()
opname()
updatestatus
Adminstartor
isupdated : Boolean
Username : String
password : String
updateComplaint()
createusers()
createdivisions()
opname()
Logout
Checkstatus
RegisterComplaint
complainttype
description
complaintId : java.lang.String
sessionout : Integer
showComplaints()
status()
remaider()
logout()
postcomplaint()
DBUtils
isLoggedIn : Boolean
isSesstionOut : Boolean
openConnection()
close()
searchComplaintDetails()
update()
commit()
sendCompalintDatails()
showStatus()
login
username : String
password : String
conformpassword : String
check()
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: Coustmer
: Checkstatus
:
RegisterComplaint
db : DBUtils
postcomplaint( )
checkstatus()
login()
openConnection( )
acknowledgement()
showcomplaintStatus()
rollback ()
update()
commit()
logout
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Administrator Module:
admin :
Adminstartor
login : login
login( )
mon :
MonitorComplaint
logout : Logout
Db : DBUtils
status( )
openConnection( )
searchComplaintDetails( )
report( )
showStatus()
update( )
commit( )
createUsers
logout( )
closeConnection()
sessionClose()
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CHAPTER 5
IMPLEMENTATION
Implementation phase will give the idea about how are we doing of
project, in how many phases we are implementing the project.
5.1 CODING:
# MySQL-Front Dump 2.0
## Host: localhost Database: Admin
#-------------------------------------------------------# Server version 4.0.1-alpha-nt
USE schememanager;
#
# Table structure for table 'applications'
#
DROP TABLE IF EXISTS applications;
CREATE TABLE IF NOT EXISTS applications (
ComID int(11) NOT NULL auto_increment,
ProductID int(20) ,
CusName varchar(50) ,
CusAddress varchar(255) ,
CusNo varchar(20) ,
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Status varchar(25) ,
Remarks varchar(255) ,
EmailID int(10) ,
TechID int(10) ,
);
## Table structure for table 'login'
#
DROP TABLE IF EXISTS login;
CREATE TABLE IF NOT EXISTS login (
UserID varchar(50) NOT NULL DEFAULT '' ,
Password varchar(50) NOT NULL DEFAULT '' ,
Auth int(11) NOT NULL DEFAULT '1' ,
PRIMARY KEY (UserID)
);
#
# Dumping data for table 'login'
#INSERT INTO login VALUES("admin","admin","0");
INSERT INTO login VALUES("ddo","ddo","2");
INSERT INTO login VALUES("gpo","gpo","1");
INSERT INTO login VALUES("normal","normal","3");
INSERT INTO login VALUES("user","user","3");
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doPost(request,res);
}
public void doPost( HttpServletRequest request,HttpServletResponse res)
{
Connection con=null;
Statement st=null;
PrintWriter pw=null;
ResultSet rs=null;
try
{
pw=res.getWriter();
DBDAO dao1= new DBDAO();
con=dao1.getCon();
st =con.createStatement();
rs=st.executeQuery("select * from product_info1");
pw.println("<html>");
pw.println("<table border=2 color = gray>");
pw.println("<tr>");
pw.println("<center>");
pw.println(" <h4><font color=red>"+"complaint details"+" </h4></font>");
pw.println("</center>");
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pw.println("</tr>");
pw.println("<tr >");
pw.println("<th>"+"coustmer id"+"</th>");
pw.println("<th >"+"name"+"</th>");
pw.println("<th>"+"lastname"+"</th>");
pw.println("<th>"+"email"+"</th>");
pw.println("<th>"+"address"+"</th>");
pw.println("<th>"+"city"+"</th>");
pw.println("<th>"+"contact"+"</th>");
pw.println("<th>"+"username"+"</th>");
pw.println("<th>"+"type"+"</th>");
pw.println("<th>"+"puchase"+"</th>");
pw.println("<th>"+"fault"+"</th>");
pw.println("<th>"+"date"+"</th>");
pw.println("<th>"+"status"+"</th>");
pw.println("</tr>");
while(rs.next())
{
pw.println("<center>");
pw.println("<tr>");
pw.println("<td>"+rs.getString(10)+"</td>");
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pw.println("<td>"+rs.getString(11)+"</td>");
pw.println("<td>"+rs.getString(12)+"</td>");
pw.println("<td>"+rs.getString(13)+"</td>");
pw.println("<td>"+rs.getString(15)+"</td>");
pw.println("</tr>");
pw.println("</center>");
}//while
pw.println("</table>");
pw.println("<html>");
pw.println("<a href='admin.jsp'>"+" go back"+"</a>");
con.close();
st.close();
}//try
catch(Exception e)
{
pw.println(" user id is wrong:");
e.printStackTrace();
}//catch
}//method
}//class
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JavaScript gives HTML designers a programming tool - HTML authors are normally
not programmers, but JavaScript is a scripting language with a very simple syntax!
Almost anyone can put small "snippets" of code into their HTML pages.
JavaScript can put dynamic text into an HTML page - A JavaScript statement like this:
document. write("<h1>" + name + "</h1>") can write a variable text into an HTML
page.
JavaScript can react to events - A JavaScript can be set to execute when something
happens, like when a page has finished loading or when a user clicks on an HTML
element.
JavaScript can read and write HTML elements - A JavaScript can read and change the
content of an HTML element
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CHAPTER6
SYSTEM TESTING
6.1 TESTING
Testing is the process of detecting errors. Testing performs a very critical role
for quality assurance and for ensuring the reliability of software .The results of testing are
used later on during maintenance also.
TESTING OBJECTIVES
The main objective of testing is to uncover a host of errors, systematically and with
minimum effort and time. Stating formally, we can say, Testing is a process of executing
a program with intent of finding an error a successful test is one that uncovers an as yet
undiscovered error. A good test case is one that has a high probability of finding an error,
if it exists. The tests are inadequate to detect possibly present errors. The software more
or less confirms to the quality and reliable standards.
Entry module
Update module
The test cases of entry module also apply here along with
View module
property is
ensured.
update constraints.
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2. System Testing
Here the entire software system is tested. The reference document for this
process is the requirements document, and the goal OS to see a software meets its
requirements. This project is tested in Linux OS and works well in this OS
environment.
3. Acceptance Testing
Acceptance test is performed with realistic data of the client to demonstrate that the
software is working satisfactorily. Testing here is focus on external behavior of the
system; the internal logic of program is not emphasized. Test cases should be selected
so that the largest number of attributes of an equivalence class is exercised at once.
The testing phase is an important part of software development .It is the process of
finding errors and missing operations and also a complete verification to determine
whether the objectives are met and the user requirements are satisfied.
Acceptance testing is performed along with the client to show that to see that all
requirements are satisfied Whatever may be the attributes its working well provided
all the attributes are valid. If not it displays corresponding message for getting valid
attributes.
4. White Box Testing
This is the unit testing method where a unit will be taken at a time and tested
thoroughly at a statement level to find the maximum possible errors. We tested step
wise every piece of code, taking care that every statement in the code is executed at
least once, the white box testing is also called GLASS BOX Testing.
5. Black Box Testing
This testing method considers a module as a single unit and checks the unit
at interface and communication with other modules rather getting into details as
statement level. Here the module will be treated as a black box that will take some
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input and generate output. Output for a given set of input combinations are forwarded
to other module.
We have performed black box testing by taking different combinations of inputs such
that the input passed will be transferred to different modules and is used correctly.
Description of
coverage
Expected results
Covered by script
ID
Verification
of a particular already
1
record
exists
it {$verify}
displays a message
type of test in
procedure
in
Updating of a
2
particular
not be updated.
record
Validity
login
3
of
system.
validity of a user.
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UNIT TEST
The Unit testing checks that one component of a product performs as desired.
Covered by
Test
description of coverage
Condition
Expected
Script
results
ID
Transaction
entries Should
not
Should
not
allow
duplicate records
records
Transaction
updates
only
to
be .
are
disabled
allowing
before
them
to
update
updated
INTEGRATION TEST
This testing activity can be considered as testing the design and hence emphasis on
testing module interaction.
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Condition
Description
of
coverage
Expected results
Covered by script
ID
Completeness
1
of Should
not
of
Details:
2
not provided.
Should not allow to
Proper
message
has to be displayed
for
exact details.
requesting
of date or entry
method
Transfer of data: Should
not
allow
is
being transferred.
Message has to be
displayed
after
transferring
data
transferred
between modules is
between modules
complete.
correctly without
any loss or not.
Report
Should
Generation:
duplicate reports.
Whether
not
the
reports generated
allow
Verification
procedure is done
while
generating
the reports.
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Testing commence with a test plan and terminates with acceptance testing.
Test plan is a general document for the entire project that defines the scope, approach
to be taken and the schedule of testing as well identifies the test item for the entire
testing process and the personal responsible for the different activities of testing. The
test planning can be done in parallel with the coding and design phases. The inputs
forming the test plan are Test unit specification
Features to be tested
Test deliverables
Schedule
Personal allocation
One of the most important activities of the test plan is to identify the test
units.
Test Plan Document
A test plan is a general document for a entire project, which defines the
scope, approach to be taken and the schedule of testing, as well as identifying the test
items for entire testing process and the personal responsible for the different activities
of testing.
A test plan should contain the following:
Test Unit Specification
A test unit is a set of one or more modules together with associated data
which are from a single program and which are the object of testing.
Features to Be Tested
Features to be tested include all software features and combination of features
that should be tested. A software feature is software characteristics specified or
simplified by the requirements of design documents. These may include functionality,
performance, design constraints and attributes.
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All the functional features specified in the requirements document are tested
.No testing will be done for the performance.
APPROACH FOR TESTING
The approach for testing specifies the overall approach to be followed in the
current project. This is sometimes called testing criteria.
All the tastings are done one by one in an order as mentioned above.
Test Deliverables
Testing deliverables should be specified the test plan, before the actual testing begins.
Deliverables could be a list of test cases that were user detail results of testing. Test
summary report, test log and data about the code coverage.
Various cases of errors like non-existent can, invalid agents etc. are verified
.All the update constraints must be satisfied. Only those reports could be viewed that
are valid. This property is ensured. A completely working code without errors will be
provided ie. Satisfying all their requirements.
Schedule
The test log provides chronological record of relevant details about the
execution of test case. Different activities of testing and testing of different units that
have identified. Different test cases are identified and applied to each module of the
project do that each and every case of the project is verified correctly and is working
well.
Personal Allocation
Personal allocation identifies the person responsible for performing the
different activities. In our project the person responsible for performing different
activities differs from time to time.
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Bottom up approach
Testing can be performed starting from smallest and lowest level modules and
proceeding one
executes the module and provides the needed data so that the module is asked to
perform the way it will when embedded within the larger system. When the bottom
level modules are tested attention turn to those on the next level that use the lower level
once they are tested individually and then linked with a previously examined lower
level modules.
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Client Module:
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CHAPTER7
SCREEN SHOTS
This Section deals with the User Interfaces. In this project there are few Graphical User
Interfaces which gives esteemed interaction to the user without explicit knowledge about
the background programs.
7.1 Screens
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Registration:
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Administrator Login
The above screen shows that administrator login to the site. The administrator
has full control on the site. By entering user id and password the administrator
page will be open.
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The above screen tells about the Customer Login .Similarly Administrator
every user or customer has his/her own user id and password. After entering the user id and
password the user interface will appear on the console.
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The above screen tells about the customer complaint editing. The customer can edit
his/her complaint easily. To edit users their own complaint, first they need to enter their
user id and password to access their user interface.
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Check status:
The above figure tells about the users or customers complaints status. Whether
the complaint has solved successfully or not. To know the complaint status user or
customer has to login in the site by entering user id and password.
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Administrator Activities:
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Check complaints:
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CHAPTER8
CONCLUSION
8.1 Summary
It meets the information requirements specified to a great extent. The system
has been designed keeping in view the present and future requirements in mind and
made very flexible.
The system has been divided in modules so that each module has a separate
entity making the modifications easy without affecting its design. There is always
room for improvements in software, however efficient it may be.
The CRM for online compliant management system is a web-based application for
primarily providing training to the employees who provide customized solutions to
meet organizational needs.
This application software has been computed successfully and was also tested
successfully by taking test cases. It is user friendly, and has required options, which
can be utilized by the user to perform the desired operations.
The software is developed using Java as front end and Oracle as back end in Windows
environment. The goals that are achieved by the software are:
Instant access.
Improved productivity.
User friendly.
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etc., by
OMS shall be made more dynamic and helpful to the users by enabling it to
send instant messages to the customers , of a cancelled or rescheduled flight,
through email, phone, fax etc., informing them about the change, and
providing them with other feasible alternatives.
At present one customer can able compliant only on one product at a time in
the feature for any number of products he can able to give the complaint .
Provide service integration with auto rental agencies and hotel chains
Interface for the travel agents shall be provided in the future versions with
additional features like informing them of any availability of seats on a flight
which was earlier booked to capacity.
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REFERENCES
[1] www.oraclesun.com.
[2] www.w3schools.com.
[3] H. Kim, P. Howland, and H. Park, Dimension Reduction in TextClassification
with Support Vector Machines, J. Machine Learning Research, vol. 6, pp. 37-53,
2005.
[4] F. Sebastiani, Machine Learning in Automated Text Categorization, ACM
Computing Surveys, vol. 34, no. 1, pp. 1-47, 2002
[5]
Categorization, Proc. Workshop Speech and Natural Language, pp. 212-217, 1992
[12] H. Li, T. Jiang, and K. Zang, Efficient and Robust Feature Extraction by
Maximum Margin Criterion, T. Sebastian, S.Lawrence, and S. Bernhard eds.
Advances in Neural Information Processing System, pp. 97-104, Springer, 2004.
[13] E. Oja, Sub Methods of Pattern Recognition. Research Studies Press, 1983.
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