Final Report

Company Profile
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IT Solutions is a company with commitment and passion for providing value
to its customers by enabling technology.
At EPSILON, we firmly believe that technology can create value only if it helps
organizations achieve their business objectives and sustained competitive advantage.
Epsilon’s focus is on helping companies strategize, plan and deploy cutting edge
technologies, with the overall purpose of contributing in realization of their business
goals. As an IT Consulting and Services firm, EPSILON offers services in the areas of ERP,
e-Business, EAI, Data warehousing, Quality Analysis and Testing.
EPSILON employees make a rich pool of talented, experienced and technically proficient
professionals, who provide clients with technology expertise, execution capabilities and most
importantly high levels of delivery. Epsilon’s management has several years of proven
experience in providing technology solutions and shaping IT initiatives for large and mid size
corporations.
Based on our belief that customers can best be served only when technology is amalgamated
with the clear understanding of its application in business, EPSILON consultants offer
solutions by alloying technology, industry knowledge and valuable experience. Aligning our
service delivery and approach for each client and their specific requirements, we strive for
highest level of customer satisfaction. This has resulted in a growing list of delighted
customers for EPSILON.
Privately held and headquartered in [NAME AND PLACE]Kansas, Global Soft Systems
provides services across the United States.
Core Values
All EPSILON employees share a set of core values that characterizes our thoughts
and actions.
Commitment
Passionate commitment to provide high quality and value
driven services.
Honoring commitments at all times.
Keeping up promises and delivering, no matter what.
(Getting it done).
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Knowledge
Incessant endeavor to master the latest in technology and its
application.
Collaborative efforts to accumulate, share and apply
knowledge.
Investment in training and knowledge building initiatives.
Customer Satisfaction
Earning customer satisfaction by delivering outstanding

services, time after time.
Building trust and reliability by never letting the customer
down.
Putting the customer’s interest as paramount by listening,
understanding and aligning objectives.
Growth
Focused pursuit of corporate as well as individual

(professional and personal) growth.
Striving for excellence and exceeding expectations.
Achieving growth based on mutually beneficial
relationships with customers and partners.
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Mission
To lead in the various avenues of Software Outsourcing market,
implement novel ideas in project development and deliver cost
effective and required solutions to its prospective clients.
• Partnering with various clients help in bringing fresh ideas into

the firm ensuring our youth in innovation, thus improving our quality standards
accompanied with growth in the business productivity.
• Being a trustworthy and fair business partner.
• Maintaining and upgrading the quality of work and motivating people to constantly
deliver work to client’s satisfaction.
Vision
To earn global admiration as an IT Outsourcer, by building and maintaining long
lasting relationship with people and technology and deliver functional software and
excellent services.
We believe nothing works like networking. We ensure an excellent relationship with
our internal and external team; our employees and our clients. At Epsilon, team
building and close interaction transcends our potential to assist and improve our
business productivity and growth. We take Customer and client satisfaction as an
opportunity to express leadership and deliver valuable services. Through expression of
transparency and commitment towards our work team and work, we have successfully
been able to create an excellent environment within and across the company.
Value
We cherish and nurture our values and interactions with all our employees and clients.
We have high regards for individual value which creates a transparent atmosphere
ensuring outstanding teamwork and rapport, built within the company. We promise to
live up to our values.
Epsilon IT Solution
H.O.: Patni Apartment, 160, SP Road, Begam Peth, Secundrabad-16
Phone:-91-40-32447s340,Email:info@epsilonitsolution.com
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Abstract
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Abstract
The Internet seems to fit the answer perfectly. With the website that can give all the
customer complaint request and solution, different other services like transportation of
heavy devices, service center enquiry and search, service at home, accessory store
information and can reach all the customers everywhere and at anytime, the those site
can attract more people to shop from showrooms which provides such type of facility.
And with the online status display facility they can display all their complaints and the
status of the complaints with the 24*7 hour-online support; the site can save the cost
of renting, employee salary and manual work expenses. The “Online Customer Care
for Electronic Products” will decrease the chance of miscommunication between
service center and the customer.
This is online customer care system that allows complaints regarding electronic
products and the status information of those complaints on web. It also provides other
primary services info. This is hiring by any electronic device customer of respective
company. Administrator can manage user, delete user at the designation of employee
of the respective service center and also manages service centers. Administrator can
add service centers and the employees at that service center. And the service center in
charge can manage complaints of customer, also manages service engineers and
feedback regarding complaints. Head operator of each service center in each city
manages brands, products and categories with respect to the availability of products at
the showroom of respective company. Service engineer can view the all complaints
assigned by service center in charge and perform suitable action on that complaints. If
the user is registered then he/she can login and can complaint and gets information
regarding solution of his/her complaints.
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Chapter -1
Introduction
1.1Understand the Existing System
1.2Introduction of the Project
1.4Purpose of the Project
1.5Introduction to Technology
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1.1 Understand the Existing System
Before few years, a customer had ample time to go from store to store to locate the
service center of the victim product followed by bargaining, placing a manual
complaint and finally getting the service on that complaint. This complete process
could range from a few hours to weeks depending on the product, quantity and source
of disappointment. Nowadays, entire scenario has changed. Users can complaint
regarding defective products and get services and even payment of the service on the
internet.
Objective
The main objective of the project is to provide easy access of the information by using
the graphical user Interface. Only authorized user can complaint for the products of
any brand in client side. Customer has to register himself to get facility of such type of
online system. This project works in clients-server technology. This project has user
interface for accessing information related to the invoice no.
Business personnel’s, simple customers for online transaction of complaints that is
used in day-to-day life regarding electronic devices, will use the Online Customer
Care software. It is seen that most of users show interest in purchasing things online
and that’s why they are interested in online complaint system when any failure occurs
in the product. Hence this website could be a successful and profitable deal. All
changes, including the reports and supplements, have to be tracked and logged for
liabilities issues.
 To develop a website which can provide an attractive and an easy way
to complaint for any electronic product of any brand of the respective
company?
 To provide online information regarding that complaints.
 To provide online accessory details.
 To reduce manual effort for complaints of vast quantities product.
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Solution Suggested
The website is intended for providing the online customer care facility to the users.
This site is basically showing the details of the electronic products of particular
invoice no. of the customer and allows the user to select the defective products, add
that products to complaint list and then send complaint regarding that product.
Definitions, Acronyms, Abbreviations used
Attribute the property or characteristic of an entity type that is of interest to the

organization. For relational database an attribute is a named column of a relation.
Data: Facts, graphics, text, images, sound, video, segments that have many user
environments.
Data type: A detailed coding schema recognized by the system software, such as
DBMS, for the presenting organization data.
Entity: A person, place, object, event or concept in the user environment about which
the organization wishes to maintain data.
Event: A database action [creates, update and delete] or an action taken place due to
some of the users movement or machine action.
Foreign key: An attribute in a relation of a database that serves the primary key of
other relations in the same database.
Primary key: An attribute [or combination of attributes] that you need to identify
each row in a relation.
Schema: That structure which contains descriptions of all objects created by users
such as base tables, views, constraints etc, as the part of a database.
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1.2 Introduction of the Project
Because of the ease of the use and the decreasing cost of service from ISPs, the
Internet and the World Wide Web nowadays has become a major part of everyday
business and every work. The Internet is now not only a useful tool for students but
for businessmen as well as every human being. Many organizations have begun to use
the World Wide Web as a showcase for the products they offer the people by giving
the information of the products, policy, and other information. Today more than
people use the World Wide Web for gathering information because of it’s no long
time consuming And get more accurate information and communicating with it. A lot
of organization is now also providing online customer care facility for convenience of
their clients. As a result, more people are now turned to online purchasing and online
request of complaint solution of the respective defective product on the Internet
instead of going out.
Due to the increasing rate of the use of the Internet and provide the online customer
care and the fast access to data and the ease of the communication , online customer
care has decided to open a new venture in order to attract more clients. This venture
will be a customer care for electronic products on the www.
Administrators need to ensure that only an authorized visitor or user can generate
requests to the application server. If administration does not ensure this aspect, then
the portal may inadvertently present vulnerabilities to various types of attacks. Its aim
is that users would make it their home page. Online customer care is one more step
towards the internet service center. Main problem in previous trend of service centers
was that the customer has to make an approach to the service center but this is not
seems to be possible in this fast moving life cycle. Also going outside for defective
product is not helping the user because he/she has to move a lot at various service
centers for different products of different shopping malls.
Currently the working of the company is manual and to make their work easy and
effective we are going to automate the system. Currently client and also service
centers are working on manual basis.
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The proposed system, which is developed by us, contains almost all the facilities
which a client and the end user want. We have divided the whole project into three
main divisions these are online customer care, online data base up gradation, online
report generation.
This Project is basically divided into Five Modules.
1. Admin Module
2. Service Center In charge Module
3. Head Operator Module
4. Service Engineer Module
5. Customer Module
Admin Module: In this module admin has rights to add service center, add users, and
view the list of users to set their status blocked/unblocked. Buy. One more important
work in admin module is that admin manage membership and policy for company.
Service Center in Charge Module: In this module, service center in charge manage
customer complaints, service engineers of the respective service center, feedback to
the service engineer and feed back to the customer. One more work is that assign
complaint to the service engineer according to the category of the victim product.
Head Operator Module: In this module, head operator manages products according
to the brands and categories. Head operator has authority to add new brand, category
and products with respect to the brands.
Service Engineer Module: In this module, service engineer manages all the
complaints received in his/her account. And also has to send feedback regarding
solution of the complaints.
Customer Module: In this module a customer can register himself on the website.
And add their invoice numbers in his/her account. Customer can complaint through
this account about defective products listed in the respective invoice numbers and get
online status information about all the respective complaints.

1.3 Purpose of the Project
 To develop a website which can provide an attractive and an easy way

to complaint for any electronic product of any brand of the respective
company?
 To provide online information regarding that complaints.
 To provide online accessory details.
 To reduce manual effort for complaints of vast quantities product.
1.4 Introduction to Technology

J2SE (Java 2 Standard Edition)
Java 2 Platform Standard Edition J2SE is a platform-independent, Java-centric
environment from Sun for developing, building and deploying Web-based enterprise
applications online. The J2SE platform consists of a set of services, APIs, and
protocols that provide the functionality for developing multitier, Web-based
applications.
Some of the key features and services of J2SE:
•At the client tier, J2SE supports pure HTML, as well as Java applets or applications.
It relies on Java Server Pages and Servlets code to create HTML or other formatted
data for the client.
•Enterprise JavaBeans (EJBs) provide another layer where the platform's logic is
stored. An EJB server provides functions such as threading, concurrency, security and
memory management. These services are transparent to the author.
•Java Database Connectivity (JDBC), which is the Java equivalent to ODBC, is the
standard interface for Java databases.
•The Java Servlets API enhances consistency for developers without requiring a
graphical user interface.
The most striking feature of the language is that it is a platform-neutral language. Java
is the first programming language that is not tied to any particular hardware or
operating system. Programs developed in java can be executed anywhere on any
system. The inventors of java wanted to design a language which could offer solutions
to some of the problems encountered in modern programming.
Some of the key features and services of J2SE:
• Compiled and Interpreted

• Platform-Independent and Portable
• Object-Oriented
• Robust and Secure
• Distributed
• Familiar, Simple and Small

• Multithreaded and Interactive
• High Performance
• Dynamic and Extensible
Compiled and Interpreted
Usually a computer language is either compiled or interpreted. Java combines both

these approaches thus making java a two-stage system. First Java compiler translates
source code into what is known as byte code instructions. Byte codes are not machine
instructions and therefore, in the second stage, Java interpreter generates machine
code that can be directly executed by the machine that is running the Java program.
Platform-Independent and Portable
The most significant contribution of Java over other language is its portability. Java
programs can be easily moved from one computer system to another, anywhere and
anytime.
Java ensures portability in two ways. First, Java complier generates byte code
instructions that can be implemented on any machine. Secondly, the sizes of the
primitive data types are machine-independent.
Object-Oriented
Java is a true object-oriented language. Almost everything in Java is an object. All

Programs codes and data reside within objects and classes.
Robust and Secure
Java is a robust language. It provides many safeguards to ensure reliable code. It has
strict compile time and run time checking for data types.
Security becomes an important issue for a language that is used for programming on
Internet. A Java system not only verify all memory access but also ensure that no
viruses are communicated with an applet.The absence of pointers in Java ensures that
programs cannot gain access to memory locations without proper authorization.

Distributed
Java is designed as a distributed language for creating applications on networks. It has

the ability to share both data and programs. Java application can open and access
remote objects on Internet as easily as they can do in a local system. This enables
multiple programmers at multiple remote locations to collaborate and work together
on a single project
Familiar, Simple and Small

Java is a small simple language. Many features of C and C++ that are either redundant
or sources of unreliable code are not part of Java.
Familiarity is another striking feature of Java.
Multithreaded and Interactive

Multithreaded means handling multiple tasks simultaneously. Java supports
multithreaded programs. This means that we need not wait for application to finish
one task before beginning another.
The Java runtime comes with tools that support multiprocessing synchronization and
construct smoothly running interactive systems.
High Performance
Java performance is impressive for an interpreted language, mainly due to the use of
intermediate byte code. According to Sun, Java speed is comparable to the native
C/C++.Java architecture is also designed to reduce overheads during runtime.
Dynamic and Extensible

Java is a dynamic language. Java is capable of dynamically linking in new class
libraries, methods, and objects. Java can also determine the type of class through a
query, making it possible to either dynamically link or abort the program, depending
on the response.

The J2SE platform is first of all a specification of an n-tier distributed application
environment.
There are following Elements:
o Java Servlets
o NetBeans 6.8
o Java Server Pages (JSP)
o Enterprise JavaBeans (EJB)
o JDBC
Java Servlets:
It is a powerful controller, which delegates the application-specific business logic to
action classes that you write for a specific application. This controller is configures
using an XML file.
Net Beans 6.8:
Most developers recognize NetBeans as the original free Java IDE. It is that, and so
much more. The NetBeans IDE provides support for several languages (C, C++,
JavaScript, etc.) and frameworks. NetBeans is an open-source project dedicated to
providing rock solid software development products (such as NetBeans IDE and
NetBeans Platform) that address the needs of developers, users and the businesses that
rely on NetBeans as a basis for their products. The NetBeans project is also a vibrant
community where people from just about any country you can think of, have the
ability to ask questions, give advice, make a wide variety of contributions and
ultimately share in the success of our products. On our mailing list, you will find posts
from students, developers from top companies, and individuals looking to sharpen
their skills.
The two base products are NetBeans IDE and NetBeans Platform. Both products are
free for commercial and non-commercial use. The source code to both is available to
anyone to reuse as they see fit within the terms of use.
The NetBeans community is healthy and growing thanks to the individuals, companies
and complementing products (see the Partners page) that are making NetBeans a
success.

A free, open-source IDE for software developers. You get all the tools you need to
create professional desktop, enterprise, web, and mobile applications with the Java
language, C/C++, and even dynamic languages such as PHP, JavaScript, Groovy, and
Ruby. The NetBeans IDE is easy to install and use straight out of the box and runs on
many platforms including Windows, Linux, Mac OS X and Solaris.
NetBeans IDE version 5.5.1, which introduced comprehensive support for developing
IDE modules and rich client applications based on the NetBeans platform, a new GUI
builder (formerly known as "Project Matisse"), new and redesigned CVS support,
Web logic 9 and JBoss 4 support, and many editor enhancements. NetBeans 6.0 has
been added to the official repositories for the Ubuntu 8.04 and the Debi a Linux
distributions [5]. The NetBeans Enterprise Pack supports development of Java EE 5
enterprise applications, including SOA visual design tools, XML schema tools, web
services orchestration (for BPEL), and UML modeling. The NetBeans IDE Bundle for
C/C++ supports C/C++ projects.
The NetBeans Platform is a reusable framework for simplifying the development of
other desktop applications. When an application based on the NetBeans Platform is
run, the platform's Main class is executed. Available modules are located, placed in an
in-memory registry, and the modules' startup tasks are executed. Generally, a module's
code is loaded into memory only as it is needed.
Applications can install modules dynamically. Any application can include the Update
Center module to allow users of the application to download digitally-signed upgrades
and new features directly into the running application. Reinstalling an upgrade or a
new release does not force users to download the entire application again.
The platform offers services common to desktop applications, allowing developers to
focus on the logic specific to their application.

• Introduction to MVC
Model-View-Controller concept.
The solid line represents a direct association, the dashed an indirect association via an
observer (for example).
Model–View–Controller (MVC) is software architecture, currently considered as an

architectural pattern used in software engineering. The pattern isolates "domain logic"
(the application logic for the user) from input and presentation (GUI), permitting
independent development, testing and maintenance of each.
The model is used to manage information and notify observers when that information
changes. The model is the domain-specific representation of the data upon which the
application operates. Domain logic adds meaning to raw data (for example,
calculating whether today is the user's birthday, or the totals, taxes, and shipping
charges for shopping cart items). When a model changes its state, it notifies its
associated views so they can be refreshed.
Many applications use a persistent storage mechanism such as a database to store data.
MVC does not specifically mention the data access layer because it is understood to
be underneath or encapsulated by the model. Models are not data access objects;
however, in very simple apps that have little domain logic there is no real distinction
to be made. Also, the Active Record is an accepted design pattern which merges
domain logic and data access code - a model which knows how to persist itself.
The view renders the model into a form suitable for interaction, typically a user
interface element. Multiple views can exist for a single model for different purposes.
A viewport typically has a one to one correspondence with a display surface and
knows how to render to it.
The controller receives input and initiates a response by making calls on model
objects. A controller accepts input from the user and instructs the model and viewport
to perform actions based on that input.

Architecture removes the page centric property of MVC1 architecture
Model View Controller Process.
An MVC application may be a collection of model/view/controller triplets, each

responsible for a different UI element.
MVC is often seen in web applications where the view is the HTML or XHTML
generated by the app. The controller receives GET or POST input and decides what to
do with it, handing over to domain objects (i.e. the model) that contain the business
rules and know how to carry out specific tasks such as processing a new subscription.
Difference between Model 1 and Model 2 architecture:
Features of MVC1:
1. Html or JSP files are used to code the presentation. To retrieve the data
JavaBeans can be used.
2. In mvc1 architecture all the view, control elements are implemented using
Servlets or JSP.
3. In MVC1 there is tight coupling between page and model as data access is
usually done using Custom tag or through java bean call.
Features of MVC2:
1. The MVC2 by separating Presentation, control logic and the application state.
2. In MVC2 architecture there is only one controller which receives the entire
request for the application and is responsible for taking appropriate action in
response to each request.

Why use JSP?
JSP is easy to learn and allows developers to quickly produce web sites and
applications in an open and standard way. JSP is based on Java, an object oriented
language. JSP offers a robust platform for web development. Main reasons to use JSP:
 Multi platform
 Component reuse by using JavaBeans and EJB.
 Advantages of Java.
• Write Once Run Anywhere.

JSP technology brings the “write Once, Run Anywhere” paradigm to interactive Web
pages. JSP pages can be moved easily across platforms, and across Web servers,
without any changes
• Dynamic content can be served in a variety of formats.

There is nothing that mandates the static template data within a JSP pages to be of a
certain format. Consequently, JSP can service a diverse clientele ranging from
conventional browsers using

• Introduction to Oracle11g(Back End)
Oracle Database 11g Release 2 Enterprise Edition delivers industry leading

performance, scalability, security and reliability on a choice of clustered or single-
servers running Windows, Linux, and UNIX. It provides comprehensive features to
easily manage the most demanding transaction processing, business intelligence, and
content management applications.
Oracle Database 11g Release 2 Enterprise Edition comes with a wide range of options
to extend the world's #1 database to help grow your business and meet your users'
performance, security and availability service level expectations.
BENEFITS
•Protects from server failure, site failure, human error, and reduces planned
downtime.
•Secures data and enables compliance with unique row-level security, fine-grained
auditing, transparent data encryption and total recall of data.
• High-performance data warehousing, online analytical processing, and data
mining.
•Easily manages entire lifecycle of information for the largest of databases.
Features of ORACLE 11g
I. Very large memory support
ORACLE-11g for windows supports Very Large Memory(VLM) configurations

in windows 2000 and windows XP, which allows oracle-11g to access more than
the 4GB of RAM traditionally available to windows applications. Specifically,
oracle-11g uses Address Windowing Extensions (AWE) built into Windows 2000 and
Windows XP to access more than 4GB of RAM.

II. 4GB RAM tuning (4GT)
Windows NT server Enterprise and Data center Editions (Version 4.0) include a
feature called 4GB RAM Tuning (4GT). This feature allows memory-intensive
applications running on Oracle-11g Enterprise Edition to access up to 3GB of
memory, as opposed to the standard2 in previous operating system versions .4GT
provides a tremendous benefit:50 percent more memory is available for database
use, increasing SGA sizes or connection counts.4GT is also supported on
Windows 2000 Advanced Server and Windows 2000 Datacenter Server.
III. VLM instance tuning
VLM configurations improve database performance by caching more database

buffers in memory. This reduces disk I/O compared to configurations without VLM.
VLM support in 0racle-11g has been re-written to integrate very closely with oracle-
11g database.
Reason for tools selected
Because JSP is a server side technology called as Java Server Pages. When we need to
design an application in client - server architecture where client is desktop application
then we will go for swings in java, and we can use JSP on server side.
Oracle 11g provides many facilities it is easier to handle & there are some important
functionality like Provide proven performance, scalability, and capacity on demand
for any business requirement, Secure and protect the privacy of sensitive business
information. Integrate business information from disparate sources, including third-
party databases and file systems.
Oracle is Object Relational Database Management System (ORDBMS). It offers

capabilities of both relational and object-oriented database systems.

The oracle 11g is the most usable tool in the database management system. This tool
is most powerful tool in the database design. The Oracle 11g is capable to manage the
bulk data, so this is the best tool to use in the database. This is also capable to manage
the user authentication and different levels of abstraction.
The all the big industries use this tool to manage the database of their data. In this
project the data is well manage by the Oracle 11g. In this project a lot of data have to
manage, so this works easily managed by this tool.
Oracle products are based on ‘Client-Server Technology’. This concept involves

segregating the processing of an application between two systems. One performs all
activities related to the database (server) and the other helps the user to interact with
the application. A client interacts with the database by requesting and receiving
information from the database server. It acts as an interface between the database and
the server. It also checks for validation against the data entered by the user. The
Database server maintains integrity across all client applications and controls database
access and other security requirements.

Chapter -2
System Requirement Analysis

2.1 Information Gathering
2.2 Process Model Used
2.3Hardware and Software Requirements
2.4Feasibility Study

2.1 Information Gathering
• Online Observation
The online observation gives a lot of knowledge about the project work. The main
advantages of the online observation are that, we know about the actual condition
about the problem. In it we go to the offices and observe the condition about the
project.
• Interviews
The personal interviews give the actual requirement of the client. We take a lot of
interview of the client and we also ask the interview questions. By interview we
know the condition about the project.
• Questioner’s
There is a lot of question during the questioners. Some of them are:-
 What is the existing system?

 Why you want to change the system?
 What is the problem in the existing system?
 A lot of question to be asked.

2.2 Process Model Used
Spiral Model
Here we are developing an initial implementation, exposing it to the user for refinement
through many versions until an adequate system has been developed.
This model is an evolutionary software model that includes iterative nature of
prototyping
With the controlled and systematic aspects of linear sequential model.
The steps in the spiral model can be generalized as follows:
I. The new system requirements are defined in as much detail as possible. This
usually involves interviewing a number of users representing all the external or

internal users and other aspects of the existing system.
II. A preliminary design is created for the new system.
III. A first prototype of the new system is constructed from the preliminary design.
This is usually a scaled-down system, and represents an approximation of the

characteristics of the final product.
IV. A second prototype is evolved by a fourfold procedure: (1) evaluating the first
prototype in terms of its strengths, weaknesses, and risks; (2) defining the
requirements of the second prototype; (3) planning and designing the second
prototype; (4) constructing and testing the second prototype.
V. At the customer's option, the entire project can be aborted if the risk is deemed
too great. Risk factors might involve development cost overruns, operating-
cost miscalculation, or any other factor that could, in the customer's judgment,
result in a less-than-satisfactory final product.

VI. The existing prototype is evaluated in the same manner as was the previous
prototype, and, if necessary; another prototype is developed from it according

to the fourfold procedure outlined above
VII. The preceding steps are iterated until the customer is satisfied that the refined
prototype represents the final product desired.
VIII. The final system is constructed, based on the refined prototype.
IX. The final system is thoroughly evaluated and tested. Routine maintenance is
carried out on a continuing basis to prevent large-scale failures and to

minimize downtime.
SPIRAL MODEL
2.3Hardware and Software Requirement:

Software Requirement
• Operating System: Windows 2000,XP Service Pack 2
• Front-end: Java, Servlets, JSP,
• Back-end: Oracle 11g
• Internet Explorer enabled with JRE 1.4
Web Server
• Apache Tomcat 6.0.20.
Hardware Requirement
• Pentium IV
• 1 GB RAM.
• 40 GB Hard drive.
• Keyboard.
• Mouse
• CD ROM/DVD

2.4 Feasibility Study:
It is a test of system proposal, according to its workability, impact on application area,

ability to meet user need, and effective use of resources. It focuses on four major
questions:
 What are the user’s demonstrable needs and how does a candidate
system meet them?
 What resources are available for given candidate system? Is the problem
worth solving?
 What are the likely impacts of the candidate system on application area?
 How well does it fit within the application area?
These questions revolve around investigation and evaluation of the problem,
identification and description of candidate system, specification of performance and
the cost of each system, and final selection of the best system. Objective of feasibility
study is not to solve the problem but to acquire a sense of its scope. During the
analysis, the problem definition is crystallized and aspects of the problem to be
included in the system are determined. Feasibility analysis is to serve as decision
phase to have an analysis of questions that, is there a new and better way to do the job
that will benefit the user, what are the cost and savings of the alternatives.
Three key considerations are involved in feasibility analysis: economic, technical, and
behavioral.
• Economic Feasibility
Economic feasibility is the most frequently used method for evaluating the
effectiveness of a candidate system. More commonly known as cost benefit analysis,
the procedure is to determine the benefits and savings that are expected from a
candidate system and compare them with costs. If benefits outweigh costs, then the
decision is made to design and implement the system. The benefits and savings that
are expected from a candidate system are mainly in terms of time.

The cost that is involved in our system is involve in acquiring development tools as
Tomcat server, JSP editor, Tutorials of tools etc. The cost also involve in gathering
requirement that consist in traveling charges, internet charges etc.
• Technical Feasibility
Technical feasibility centers on the existing computer system (hardware, software,
etc.) and to what extent it can support the proposed addition. This phase involves
financial considerations to accommodate technical enhancements. If the budget is a
serious constraint, then the project is judged not feasible. Our project is technical
feasible as the technologies required are already available software required are java,
winxp, sql. Hardware requirement are 1GB RAM, 40 GB storage Pentium IV
processor. All these technologies are easily available and ready to use. So this project
is technically correct.
• Behavioral Feasibility
People are inherently resistant to change, and computers have been known to facilitate
change. An estimate should be made of how strong a reaction the user is likely to have
towards the development of a system. The introduction of candidate system ‘HR &
retail website’ will not require special effort to educate, sell and train the user on new
ways of conducting the system. As far as performance of the system is concerned the
candidate system will help attain accuracy with least response time and minimum of
programmers’ efforts through the user-friendly interface.
• Time Feasibility
Time feasibility check whether the project can be completed within the time frame
suggest by customer. As per this project was assigned for four months duration and
also study suggest that this much time is enough to complete the project therefore the
project is also feasible as far as time is considered.
• Discussion
Requirement analysis and specification may appear to be a relatively simple task, but
appearances can be deceiving. The communication content is very high. Chances for
misinterpretation or misinformation abound. Ambiguity is a probable.

Chapter -3
Planning
3.1 Time Line Chart
3.2 Project Schedule Table
3.3 Team Organization

3.1 Timeline Chart
3.2 Project Schedule Table

Serial Task Name Start Finish Duration
Number (Day’s)
Analysis 07/02/10 25/02/10 19
1
Planning 25/02/10 25/03/10 28

2
Designing 26/03/10 20/04/10 26

3
Coding 21/04/10 10/05/10 20

4
Testing 10/05/10 15/05/10 06

5
Implementat 15/05/10 18/05/10 04

6
ion
Document 19/05/10 20/05/10 02
7 Presentation
, Submission
3.3 Team Organization

There are basically three types of project teams namely:-

• Democratic Decentralized (DD)
• Controlled Decentralized (CD)
• Controlled Centralized (CC)
The team structure can be specified as the team working to build this software
comprises of three members under the guidance of a project guide. Our software
engineering team has no permanent leader. Rather, “task coordinators are appointed
for short durations and then replaced by others who may coordinate different tasks”.
Decisions on problems and approach are made by group consensus and are taken
democratically. Communication among team members is horizontal.
Controlled Decentralized (CD)
In CD organization there is a defined leader. Leader co-operate specific task.

Secondary leader perform sub-task Problem solving is group activity. Communication
between team members is horizontal or vertical.
Sandeep Maheshwari Mamta Punasiya
Controlled Centralized (CC):

In CC organization there is a defined leader. Top level is problem-solving team. Team
leader manages everything. Communication between team members is vertical.

Team Structure:
The software team for our project is a Democratic Decentralized (DD) team.
The salient features of our team are:
• There is no permanent leader of the team.

• The decision making process is a team activity.
• The communication between the team members is horizontal.
There are total two members in the team.
1. Sandeep Maheshwari
Module: Customer, Service Engineer.
2. Mamta Punasiya
Chapter -4
Module: Admin, Service Center in Charge.
Joint contribution in Head Operator module.
System Design
4.1 DFD
4.2 E-R Diagram
4.3 Database Design

4.1DFD

4.2 E-R Diagram

4.3 Database Design
Registration Table
Column Name Data Type Constraint
Name Varchar2 Not null
LName Varchar2 Not null
Address Varchar2 Not null
Contact Number Not null
Email Varchar2 Not null
Customerid Number Primary Key
Unm varchar2 Unique
Upass varchar2 Not Null
State_Name varchar2 Foreign Key
City_Name varchar2 Foreign Key

State Table
State_Id Number Unique
State _Name Varchar2 Primary Key

City Table
City_Id Number Unique
City_Name Varchar2 Primary Key
State_Name Varchar2 Foreign Key

Elogin Table
Column Name Data Type Constraints
User _Name Varchar2 Unique
Password Varchar2 Not null
Designation Varchar2 Not Null
Emp_Id Varchar2 Primary Key
Sc_Id Number Foreign Key
Employee_Name Varchar2 Not Null
Status Varchar2 Not Null

Customer_Complaint Table
Complaint_Id Number Primary
Customer_Id Number Foreign Key
Invoice_No Varchar2 Foreign Key
Complaint Varchar2 Not Null
Category_Name Varchar2 Foreign Key
Status Varchar2 Not Null
Service_Engineer Varchar2 Not Null
Date1 Date Not Null
Product_Id Varchar2 Foreign Key
City_Name Varchar2 Foreign Key

Invoice Table
Invoice_Number Varchar2 Foreign Key
Customerid Number Foreign Key
Date1 Date Not Null

Invoice_Details Table
Column Name Data type Constraint
Invoice_Number Varchar2 Foreign Key
Warranty_Till Date Not Null
Brand_Name Varchar2 Foreign
Category_Name Varchar2 Foreign
Product_Id Varchar2 Foreign Key

Complaint Table
Complaint_Id Number Primary Key
Complaint Varchar2 Not null
Complaint_Status Varchar2 Not null
Service_Engineer Varchar2 Not null
Date1 Date Not null

Brand Table
Brand_Id Number Unique
Brand_Name Varchar2 Primary Key

Category Table
Category_Id Number Unique
Category_Name Varchar2 Primary Key

Product Table
Product_Id Varchar2 Primary
Product_Name Varchar2 Not Null
Brand_Name Varchar2 Foreign Key
Category_Name Varchar2 Foreign Key

Service Table
Sc_Id Number Primary Key
State_Name Varchar2 Foreign Key

Invoice_Entry Table
Invoice_Number Varchar2 Primary Key
Date1 Date Not Null

Login Table
UNM Varchar2 Primary Key
Pass Varchar2 Not Null

Customer_Feedback Table
Customerid Number Foreign Key
Complaint_Id Number Foreign Key
CFeedback Varchar2 Not Null

Incharge_Feedback Table
Customer_Id Number Foreign Key
Feedback Varchar2 Not Null

Incharge_Feedback1 Table

SE_Feedback Table
Sc_Id Number Foreign Key

Chapter -5
Detailed Design
5.1 Use Case Diagram
5.2 Activity Diagram
5.3 Work Break

5.1Use Case Diagram
Add new Edit user

user
User
List
Add Service
Center
Service Center
Login
List
Admin
Block/Unblock
User
Change
Password

Brand
mgmt
Category
mgmt
Login Product
mgmt
Head
Operator
Change
Password

Cust_mgmt
Service Engineer
Mgmt
Feedback mgmt
Login
Complaint
Mgmt.
Service Center
In charge
Change
Password
View
Complaints
Send
Feedback
Login
Service Engineer
Change
Password

Invoice
Mgmt
Add New
Complaint
Check Status
Login
Send Feedback
Customer
Change
Password

5.2 Activity Diagram

5.3 Work Break Diagram
Online Customer Care
for Electronic Devices
Service Center In
Customer Service Engineer
charge
View
Complaint
List VIEW Complaint
Add Invoice No. List
Assign
Complaint Set Status of
View Invoice
Complaints
Detail
View Complaint
Add New
Status Send
Complaint
Feedback
regarding
Service
View Complaint Complaint
Engineer
List
Mgmt.
Receive
Check Feedback
Feedback
Complaint
Mgmt.
Status
Send Change
Feedback Change Password
Password
Receive
Feedback
Change
Password

Chapter -6
Module Description
Module Description:
Objective:
Our objective in portal is to provide users Online Customer Care facility and Online
Support. In this we are having online service center providing free online complaint
facility for electronic products, like cameras, computers etc. Online Customer Care is
the process consumers go through to complaint about products over the Internet. An
online service center evokes the physical analogy of complaining about products or
services.
The aim is to enable the customer care facility on internet. The customer has to make
an approach to the service center but this is not seems to be possible in this fast
moving life cycle. Also going outside for service center is not helping the user
because he has to move a lot at various service centers for different products.
main divisions these are online customer care, online data base up gradation, online
report generation.
We have tried to facilitate the user to complaint about electronic products online in
very easy steps.
Online Customer Care:
Online customer care is one more step towards the internet. Main problem in previous
trend of customer care was that the customer has to make an approach to the service
centers but this is not seems to be possible in this fast moving life cycle. Also going
outside for service centers is not helping the user because he has to move a lot at
various service centers for different electronic products.
Previously client is doing this manually also he has to make a large space for customer
interaction for which he had to make a huge detail regarding complaints. Currently the
working of the company is manual and to make their work easy and effective we are
going to automate the system. Currently client is working on manual basis.
main divisions these are online customer, online data base up gradation, online report
generation.
Online Customer Care is the process consumers go through to complaint about

products over the Internet. An online service center evokes the physical analogy of
complaining about products or services.
Necessity of Project
- To study the scenario.
- Identify the users of the system.
- To understand the need and requirement of system.
- To understand the problem areas of existing system.
- Then gather the information to implement in the system.
- Develop top scale functional model of scenario.
- Develop logical model of proposed system.
- Develop conceptual model and physical model of proposed system.
- Develop a user-friendly interface.
- To make well organize document to provide a good understanding of the
project development process.
- Implement the system.

Chapter -7
Screen Layouts
 Home Page
 Registration Page
 Customer Login Page
 Customer Home Page
 Customer Add New Invoice Page
 Customer Invoice Detail Page
 Customer Add New Complaint Page
 Customer Complaint List Page
 Customer Send Feedback Page
 Customer Received Feedback Page
 Customer Change Password Page
 Employee Login Page
 Admin Home Page
 Service Center In Charge Home Page
 Head Operator Home Page
 Service Engineer Home Page
Chapter -8
Preliminary Testing
8.1 Testing Objectives
8.2 Testing Principles
8.3 Unit Testing
8.4 Integration Testing
Preliminary Testing
8.1 Testing Objectives
1. Testing is a process of executing a program within the intent of finding an error .

2. A good test is case is one that uncovers an as-yet-undiscovered error.
3. A successful test is one that uncovers an as-yet-undiscovered error.
If testing is conducted successfully, it will uncover error in the s/w .secondary benefit
is that testing demonstrates that s/w functions appear to be work-in according to the
specifications, that behavioral and performance requirements appear to have been met
and data collection as testing is conducted provide a good indication of s/w reliability
and some indication of s/w quality’s a whole. But testing cannot show the absence of
error and defects, it can show only that s/w error and defects are present.
8.2 Testing Principles
Some basic principles of s/w engineering that guide s/w testing .Davis suggest the set
of testing principles: All tests should be traceable to customer requirements:
As we know that s/w testing is to uncover the errors. if follows that the most server
defects are those that cause the program to fail to meet its requirements. Test should
be planned long before testing begins:
Test planning can begin as soon as the requirement model is completes all the test can
be planned and designed before any code is generated.
The pare to principle applies to s/w testing:
Stated simply, the pare to principle implies that 80% of all errors uncovered during
testing will likely be traceable to 20% of all program components. The problem of
course, is to isolate these suspect components and to thoroughly test them.
Testing should begin "in the small" and progress towards testing "in the large":
The first test planned and executed generally focus on individual components. as
testing progresses ,focus shifts in an attempt to find error in integrated clusters of
components and ultimately in the entire system.
To be most effective, an independent third party should conduct testing: We mean
testing that has the highest probability of finding error. So the s/w engineer who
created the system is not the best person to conduct all test of s/w.
8.3 Unit Testing
Unit testing is a procedure used to validate that individual units of source code are
working properly. A unit is the smallest testable part of an application. In procedural
programming a unit may be an individual program, function, procedure etc, while in
object-oriented programming, the smallest unit is always a Class; which may be a
base/super class, abstract class or derived/child class. Units are distinguished from
modules in that modules are typically made up of units.
Ideally, each test case is independent from the others; mock objects and test harnesses
can be used to assist testing a module in isolation. Unit testing is typically done by the
developers and not by end.
8.4 Integration Testing
Integration testing (sometimes called Integration and Testing, abbreviated I&T) is

the phase of software testing in which individual software modules are combined and
tested as a group. It follows unit testing and precedes system testing. Integration
testing takes as its input modules that have been unit tested, groups them in larger
aggregates, applies tests defined in an integration test plan to those aggregates, and
delivers as its output the integrated system ready for system testing.
 Purpose
The purpose of integration testing is to verify functional, performance and reliability
requirements placed on major design items. These "design items", i.e. assemblages (or
groups of units), are exercised through their interfaces using Black box testing,
success and error cases being simulated via appropriate parameter and data inputs.
Simulated usage of shared data areas and inter-process communication is tested;
individual subsystems are exercised through their input interface. All test cases are
constructed to test that all components within assemblages interact correctly, for
example, across procedure calls or process activations. And is done after the testing
single module i.e. unit testing
Detailed Testing
9.1 Defects and Failures
9.2 Compatibility Testing
9.3 Static and Dynamic Testing
9.4 Software Verification and Validation
9.5 System Testing
9.1 Defects and failures
Not all software defects are caused by coding errors. One common source of
expensive defects is caused by requirement gaps, e.g., unrecognized requirements that
result in errors of omission by the program designer. A common source of
requirements gaps is non-functional requirements such as testability, scalability,
maintainability, usability, performance, and security.
Software faults occur through the following processes. A programmer makes an error
(mistake), which results in a defect (fault, bug) in the software source code. If this
defect is executed, in certain situations the system will produce wrong results, causing
a failure. Not all defects will necessarily result in failures. For example, defects in
dead code will never result in failures. A defect can turn into a failure when the
environment is changed. Examples of these changes in environment include the
software being run on a new hardware platform, alterations in source data or
interacting with different software. A single defect may result in a wide range of
failure symptoms.
This software may defect when several users at a server increased because for that
load increase on the server that’s why control has to transfer to other server.
9.2 Compatibility Testing
A common cause of software failure (real or perceived) is a lack of compatibility with

other application software, operating systems (or operating system versions, old or
new), or target environments that differ greatly from the original (such as a terminal or
GUI application intended to be run on the desktop now being required to become a
web application, which must render in a web browser). For example, in the case of a
lack of backward compatibility, this can occur because the programmers develop and
test software only on the latest version of the target environment, which not all users
may be running. This result in the unintended consequence that the latest work may
not function on earlier versions of the target environment or on older hardware those
earlier versions of the target environment was capable of using. Sometimes such
issues can be fixed by proactively abstracting operating system functionality into a
separate program module or library. Software is compatible with new as well as old
version of web browsers
9.3 Static and Dynamic Testing

There are many approaches to software testing. Reviews, walkthroughs, or inspections
are considered as static testing, whereas actually executing programmed code with a
given set of test cases is referred to as dynamic testing. Static testing can be (and
unfortunately in practice often is) omitted. Dynamic testing takes place when the
program itself is used for the first time (which is generally considered the beginning of
the testing stage). Dynamic testing may begin before the program is 100% complete in
order to test particular sections of code (modules or discrete functions). Typical
techniques for this are either using stubs/drivers or execution from a debugger
environment. For example, spreadsheet programs are, by their very nature, tested to a
large extent interactively ("on the fly"), with results displayed immediately after each
calculation or text manipulation.
9.4 Software Verification and Validation
Software testing is used in association with verification and validation:

• Verification: Have we built the software right? (i.e., does it match the
specification).
• Validation: Have we built the right software? (i.e., is this what the customer
wants).
The terms verification and validation are commonly used interchangeably in the
industry; it is also common to see these two terms incorrectly defined. According to
the IEEE Standard Glossary of Software Engineering Terminology:
Verification is the process of evaluating a system or component to determine whether

the products of a given development phase satisfy the conditions imposed at the start
of that phase.
Validation is the process of evaluating a system or component during or at the end of

the development process to determine whether it satisfies specified requirements.
9.5 System Testing
Introduction
In general, quality refers to meet the customer’s requirements. These requirements

may be stated or unstated because often, the unstated needs are so basic that customer
is not even aware of them. According to ISO quality is the totality of characteristics of
an entity (product or service) that bear on its ability to satisfy stated or implied needs
of the customer. Customer may be user, purchaser, user management, developer
management, marketing or the society.
Quality management basically has two aspects; Quality Assurance and Quality
Control. Quality Assurance involves all those planned and systematic actions
necessary to provide adequate confidence that a product or service will satisfy given
requirements for quality. On the other hand, Quality
Control involves all the operational techniques and activities that are used to fulfill
requirements for quality.
Quality Assurance is process oriented while Quality Control is product oriented.

Process is a set of planned and systematic activities implemented to achieve certain
goals or objectives while product is the result of a process or set of processes. After
carrying out the activities related to QA and QC, the quality has to be evaluated in
order to check whether the required standards have been met and if not then how to
improve the current standards. This chapter begins with introducing the quality
evaluation process used in the project and then result of QA & QC activities are
matched with the expected results. At last various testing performed during the project
are discussed.
Approaches to the Quality Evaluation

Following are the methods which were used to evaluate the quality of the software
during and after maintenance work.
 Face to face interview and discussion with project mentor, QA, Project
Manager & system users and follow up by phone.
 Selective checking of sections of code and module.
 Rigorous testing the software in various conditions.
 Usability walk-through.
 Brief and selective desk audit of project documentation, testing activities and
testing procedures.
System Testing
System testing tests the entire system as one entity. It

focuses in the big picture to ensure the entire system
is working properly. System testing will be performed
after the development & testing of all the specified
units.
Alpha Testing
Before delivering the system to the client, alpha testing will be conducted at the
development site with experimental data. Problems will be documented and
debugging will be done.
 Beta Testing
Before formal acceptance of the system by the client, system will be deployed at the
client site and will run on real data. User will note down the problems if occurred and
report them to the project team. The project team will then work to remove those
problems and then formal acceptance of the system will be signed.
 White-Box Testing
In this testing we have tested all the function and procedures used in different modules
for their local variables, for their returning values & certain other parameters. One
major thing checked that termination of all statements of all modules.
Why?
 Logical errors and incorrect assumptions are inversely proportional
to the probability that a program path will be executed.
 Unconscious assumptions about flow of control and data may lead to
design errors.
 Knowing the internal workings of a product, tests are conducted to
ensure that all internal operations perform according to specification
and all internal components are adequately exercised.
 Black-Box Testing
Here we have tested all functional requirements, conditional statements and control
structures in s/w and found errors due of:
 Incorrect or missing functions
 Interface errors
 Initialization and termination errors
 Errors in data structures.
 Knowing the specified function that a product has been designed to
perform, tests are conducted that demonstrate each function is fully
operational at the same time errors are searched.
 Configuration Testing
Conclusion
The 10.1 Advantages
configuration of the
testing was Project
done to test every page on different Internet explorers
IE 5.x., IE 6.x, Netscape Navigator and Mozilla and found the satisfactory output on
10.2 Limitations of the Project
these explorers.
10.3 Difficulties Encountered During Project
 Performance Testing
10.4ofSuggestion
Number workstations and Future
supported Enhancement
depends on the for multiple TCP/IP connections.
Simultaneous database access depends on User handling capabilities; however the
software documentation suggests that multiple Users are supported in simultaneous
queries.
 Relative timing associated with I/O.

 Results must appear within 15 seconds when Users are working within
the Intranet
10.1 Advantages of the Project
 People don’t need to go market and request for complaint about electronic product
manually.
 Don’t need to carry electronic product to the service center.
 Don’t worry about bills and invoice numbers of the products.
 Convenience includes the overall ease of complaint solution, time spent on
manual complaint, minimization of overall effort in manual work.
 Customers can complaint about any electronic product regarding respective
company without time limitation with 24-hr access at their convenience because
the World Wide Web never closes.
10.2 Limitations of the Project
There is nothing called perfect in this world even the TITANIC “The ship that could
not sink” had gone, closed in upon by the fathoms. It had been designed to ride with
easy ignorance, dominant and indestructible, the biggest and safest vessel ever built by
man. So, our Project might have some limitations.
Since no things in the world are perfect. So we have also some shortcomings in our
Project that we cannot consider in our Project. These Are:
• Customer must need an Internet connection.

• Customer need to specify server to access user’s account.
• We cannot send SMS to any mobile.
• The site has heavy loaded so speed is slow.
• Server problem occurred many time.
10.3 Difficulties Encountered During Project

There are a lot of difficulties in front of us in during this project. The mvc model of
project and the respective technologies are typical to manage. The analysis phase of
this project is very typical and time consuming.
10.4 Suggestion and Future Enhancement:-

In post Implementation we have to add new things to this project. There was problem
by this project was not secure and updating was not in this any one did something
wrong with it then it created problem, so this was important for this because human
repeat mistake so this was important so in this we include updating process.
Our future Scopes are:

 We will provide sms service to communication between Customer, Head,
Engineer, and Admin to their mobiles.
 We will be having accessories facility in future.
 User friendly tools will be developed in this website.
 Payment by credit cards, debit cards, checks will be accepted in future for
accessories and spare parts.
References/Bibliography
References/Bibliography
 System Analysis and Design

Elias M. Awad
 Software Engineering
Pressman
 Database Management System

Koarth
 SQL and PLSQL

Ivan Bayross
 www.roseindia.net
 www.google.com

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Company Profile

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Earning customer satisfaction by delivering outstanding

Focused pursuit of corporate as well as individual

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• Partnering with various clients help in bringing fresh ideas into

H.O.: Patni Apartment, 160, SP Road, Begam Peth, Secundrabad-16

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Definitions, Acronyms, Abbreviations used

Attribute the property or characteristic of an entity type that is of interest to the

LNCT, Indore Page 9

LNCT, Indore Page 10

LNCT, Indore Page 11

 To develop a website which can provide an attractive and an easy way

1.4 Introduction to Technology

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• Compiled and Interpreted

LNCT, Indore Page 13

Compiled and Interpreted

Usually a computer language is either compiled or interpreted. Java combines both

Platform-Independent and Portable

Java is a true object-oriented language. Almost everything in Java is an object. All

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Java is designed as a distributed language for creating applications on networks. It has

Familiar, Simple and Small

Multithreaded and Interactive

Dynamic and Extensible

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Net Beans 6.8:

LNCT, Indore Page 16

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Model–View–Controller (MVC) is software architecture, currently considered as an

LNCT, Indore Page 18

Model View Controller Process.

An MVC application may be a collection of model/view/controller triplets, each

Difference between Model 1 and Model 2 architecture:

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• Write Once Run Anywhere.

• Dynamic content can be served in a variety of formats.

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Oracle Database 11g Release 2 Enterprise Edition delivers industry leading

Features of ORACLE 11g

I. Very large memory support

ORACLE-11g for windows supports Very Large Memory(VLM) configurations

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III. VLM instance tuning

VLM configurations improve database performance by caching more database

Reason for tools selected

Oracle is Object Relational Database Management System (ORDBMS). It offers

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Oracle products are based on ‘Client-Server Technology’. This concept involves

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System Requirement Analysis

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There is a lot of question during the questioners. Some of them are:-

 What is the existing system?

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usually involves interviewing a number of users representing all the external or