Table of Contents

1. INTRODUCTION

2. SYSTEM REQUIREMENTS

2.1. HARDWARE SPECIFICATIONS

2.2. SOFTWARE SPECIFICATIONS

3. ABOUT THE SOFTWARE

4. PROJECT DESCRIPTION

5. TABLE STRUCTURE

6. DATA FLOW DIAGRAM

7. SOURCE CODE

8. SCREEN SHOTS

9. CONCLUSION & FUTURE ENHANCEMENTS

10. BIBLIOGRAPHY

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1. INTRODUCTION

Customer Service Management is an online web application which can be used by any product
manufacturing companies to demonstrate their products to their customers and take feedback
from the customer on product quality and service. Customers can access this portal and to do
enquiry on various products that are being offered by the company.

Using this application, customer can raise various requests such as device installation,
demonstration of new product and its effective operational methods for longer life of the product.
Customer can register by himself, can raise a service request (or) complaints and provide
descriptive feedback, using which the organization can improve the product quality and service.

This application facilitate to record all requests, complaints and feedbacks from the customers
which can analyzed by the employees of the organization and can be channelized the service
process and provide effective services to the customers.

Customer can login to this portal and register the product that was purchased from the company
and can tract warranty period, no of free services, paid services and warranty of the product and
date by when it is being expired and plan for AMC renewal. Employees can extract the reports of
customer requests such as complaints , service request, AMC renewal requests, installation and
product demonstrations and organize and manage the service and in an effective manner.

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2. SYSTEM REQUIREMENTS

2.1. HARDWARE SPECIFICATIONS

Processor I3
Motherboard Intel
Monitor 15" SVGA Color Monitor
Cache Memory 256K
CD ROM 52X
RAM 2GB
Key Board Standard 101/102 key
Mouse PS/2 compatible
Hard Disk 2GB of Free space

2.2. SOFTWARE SPECIFICATIONS

Operating System Window 10

Languages HTML, JavaScript
Database M S Access
Web Server Glassfish 4.1.2
Integrated Development Environment(IDE) NetBeans IDE 8.2
Browser Internet Explorer

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3. ABOUT THE SOFTWARE

3.1 HYPER TEXT MARKUP LANGUAGE (HTML)

Hypertext Markup Language (HTML) is the standard markup language for creating web pages
and web applications. With Cascading Style Sheets (CSS) and JavaScript, it forms a triad of
cornerstone technologies for the World Wide Web.

Web browsers receive HTML documents from a web server or from local storage and render the
documents into multimedia web pages. HTML describes the structure of a web page semantically
and originally included cues for the appearance of the document.

HTML elements are the building blocks of HTML pages. With HTML constructs, images and
other objects such as interactive forms may be embedded into the rendered page. HTML provides
a means to create structured documents by denoting structural semantics for text such as
headings, paragraphs, lists, links, quotes and other items. HTML elements are delineated by tags,
written using angle brackets. Tags such as <img /> and <input /> directly introduce content into
the page. Other tags such as <p> surround and provide information about document text and may
include other tags as sub-elements. Browsers do not display the HTML tags, but use them to
interpret the content of the page.

HTML can embed programs written in a scripting language such as JavaScript, which affects the
behavior and content of web pages. Inclusion of CSS defines the look and layout of content. The
World Wide Web Consortium (W3C), maintainer of both the HTML and the CSS standards, has
encouraged the use of CSS over explicit presentational HTML since 1997

STRUCTURE OF HTML:

HTML elements perform a defined task. HTML uses two types of elements

 Empty Tags
 Container Tags

These tags differ because of what they represent. Empty tags represent formatting constricts such
as line breaks and horizontal rules. Container tags define a section of text, formats and dot all of
the selected text. A container tag has both a beginning and an ending.

HTML LAYOUT:

An HTML document consists of text, which comprises the content of the document and tags,
which, defines the structure, and appearance of the document. The structure of an HTML
document is simple, consists of outer.

<BODY>

This is where the actual HTML documents

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Text lies, which is displayed in the browse

</BODY>

</HTML>

Each document has a head and body delimited by the <HEAD> and <BODY> tag. The head is
where you give your HTML document a title and where you indicate other parameters the
browser may use when displaying the document. This includes the text for displaying the text.
Tag also references special and indicates the hot spots that link your document to other
documents.

HTML FORMS:

Creating a form usually involves two independent steps: Creating the layout for the form itself
and then writing a script program on the server side to process the formation you get back from a
form. To create a form, You use the <FORM> tag. Inside the opening and closing FORM tags are
each of the individual form elements plus any other HTML content to create a layout for that
form.

The opening tag of the FORM element usually includes the attributes: METHOD and ACTION.
The METHOD attributes can be either GET or POST which determines how your form data is
sent to the script to process it.

The ACTION attribute is a pointer to the script that processes the form on the server side. The
ACTION can be included by a relative path or by a full URL to a script on your server or
somewhere else. For example, the following <FORM> tag would call a script called form-name
in cgi-bin directory on server https://www.ideunom.ac.in

<FORM Method= post action=https://www.ideunom.ac.in>

……………….</FORM>

METHOD ATTRIBUTE:

The other required attribute for the <form> tag sets the methods by which the browser form’s
data to the server for processing. There are two ways: the POST method and GET method. With
POST method, the browser sends the data in two steps: the browser first contacts the form-
processing server specified in the action attributes, and once contact is made, sends the data.

The GET method in the other hand contacts the form processing server and sends the form data in
a single transaction step: the browser appends the data to the form’s action URL, separated by the
question mark (?) character.

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3.2 JAVA SCRIPT

JavaScript often abbreviated as JS, is a high-level, interpreted programming language that

conforms to the ECMA Script specification. JavaScript has curly-bracket syntax, dynamic typing,
prototype-based object-orientation, and first-class functions.

Alongside HTML and CSS, JavaScript is one of the core technologies of the World Wide Web.
JavaScript enables interactive web pages and is an essential part of web applications. The vast
majority of websites use it and major web browsers have a dedicated JavaScript engine to execute
it.

As a multi-paradigm language, JavaScript supports event-driven, functional, and imperative

(including object-oriented and prototype-based) programming styles. It has APIs for working
with text, arrays, dates, regular expressions, and the DOM, but the language itself does not
include any I/O, such as networking, storage, or graphics facilities. It relies upon the host
environment in which it is embedded to provide these features.

Initially only implemented client-side in web browsers, JavaScript engines are now embedded in
many other types of host software, including server-side in web servers and databases, and in
non-web programs such as word processors and PDF software, and in runtime environments that
make JavaScript available for writing mobile and desktop applications, including desktop
widgets.

Although there are similarities between JavaScript and Java, including language name, syntax,
and respective standard libraries, the two languages are distinct and differ greatly in design.
JavaScript was influenced by programming languages such as Self and Scheme.

JAVA SCRIPT IS EMBEDDED INTO HTML

Java Script code usually embedded into HTML document and is executed within them. By it self-
JavaScript has no user interface. It rallies on HTML to provide the mean of interaction with the
user. Most of JavaScript object have HTML by providing events to HTML tags and provide
event driven code to execute it.

JAVA SCRIPT IS BROWSER DEPENDENT

JavaScript depends on the web browser to support it. If the browser doesn’t support it, JavaScript
code will be ignored. Internet Explorer 3.0 and Netscape Navigator 2.0 onwards support
JavaScript.

JAVA SCRIPT IS AN INTERPRETED LANGUAGE

Java script is interpreted at runtime by the browser before it is executed. It is not completed into a
separate program like a.exe but remains part of the HTML file.

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JAVA SCRIPT IS A LOOSELY TYPE LANGUAGE

Java script is very flexible compared to java. We need not specify the data type of a variable
while declaring it. Also we need not declare variable explicitly. It is perfectly legal to declare
variable as when we required them.

JAVA SCRIPT IS AN OBJECT-BASED LANGUAGE

Java Script is an object-based language. We can work with objects that encapsulate data and
behavior. However JavaScript object model is instanced-based and there is no inheritance. This is
basic difference between an object oriented and objects based language.

JAVA SCRIPT IS NOT JAVA

Java applet is stored in a separate file and connected to HTML file through the <applet> tag, and
it strongly typed, object oriented compiled language. JavaScript is loosely typed object based,
interpreted language meant to create script. JavaScript can be used to

 Enhance Html pages.

 Develop client side application.
 Built to a certain extend client/server web application.
 Create extension to a web server.
 Provide database connectivity without using CGI.

3.3 ADODB

ADO CONNECTION OBJECT

The ADO Connection Object is used to create an open connection to a data source. Through this
connection, you can access and manipulate a database.

If you want to access a database multiple times, you should establish a connection using the
Connection object. You can also make a connection to a database by passing a connection string
via a Command or Recordset object. However, this type of connection is only good for one
specific, single query.

RECORDSET OBJECT

The ADO Recordset object is used to hold a set of records from a database table. A Recordset
object consist of records and columns (fields).In ADO, this object is the most important and the
one used most often to manipulate data from a database.

ACTIVEX OBJECTS IN JAVA SCRIPT

The ActiveXObject object is used to create instances of OLE Automation objects in Internet
Explorer on Windows operating systems.

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3.4 MS ACCESS

Microsoft Access is a database management system (DBMS) from Microsoft that combines the
relational Microsoft Jet Database Engine with a graphical user interface and software-
development tools. It is a member of the Microsoft Office suite of applications, included in the
Professional and higher editions or sold separately. Microsoft Access stores data in its own
format based on the Access Jet Database Engine. It can also import or link directly to data stored
in other applications and databases.

Software developers, data architects and power users can use Microsoft Access to develop
application software. Like other Microsoft Office applications, Access is supported by Visual
Basic for Applications (VBA), an object-based programming language that can reference a
variety of objects including DAO (Data Access Objects), ActiveX Data Objects, and many other
ActiveX components. Visual objects used in forms and reports expose their methods and
properties in the VBA programming environment, and VBA code modules may declare and call
Windows operating system operations.

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4. PROJECT DESCRIPTION

Customer Service Management is an online web application which can be used by any product
manufacturing companies to demonstrate their products to their customers and take feedback
from the customer on product quality and service. Customers can access this portal and to do
enquiry on various products that are being offered by the company. This application contains be
following modules.

1. Customer Registration
2. Product Registration
3. Customer Service Request
4. Customer Complaints
5. Product Enquiry
6. Feed Back

4.1. Customer Registration

In this module, customer has to register by himself by sharing all required details to gain
access to the application. Post successful registration, customer can access all the services
pertaining to the product. There are field data validations applied on email id, phone number and
password.

4.2. Product Registration

Post successful login, customer has to register the new product details that are purchased from
the company. Post successful registration, all the products can tracked by the system such as
raising complaints, raising service request and renewing AMC for each product through this
application. Field level data validations are applied on purchase date, serial number.

4.3. Customer Service Request

Post successful product registration, customer can raise a service request for the respective
product with full description details, for each request submission, an unique request id gets
generated, same will be used for all further communications. This request status gets updated
with various status and closed post completion of service.

4.4 . Customer Complaints

Registered user can raise complaints against the product and system creates unique complaint
id and the issue can be tracked till resolution of the issue with complaint id. Customer can
track the status of the complaint id.

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4.5 . Product Enquiry

Registered customer can do enquiry on all the products and raise request for demonstration.
User can go through the full description details of each product and he can express his interest
against the product.

4.6 . Feed Back

Registered customer can share his feedback on the service requests post resolution either
satisfied (or) unsatisfied, employees can access the feedback details and same can be used for
quality of service improvement.

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5. TABLE STRUCTURE

CUSTOMER
Column name Data type Primary key

CUST_ID Number Yes

CUST_NAME Text No

GENDER Text No

PHONE_NO Text No

ADDRESS Text No

EMAIL_ID Text No

PASSWORD Text No

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PRODUCT DETAILS

Column name Data type Primary key

PRD_ID NUMBER YES

PRD_CATAGORY Text No

PRD_GRP Text No

PRD_CAPACITY Text No

PUR_DATE Text No

SERIALNO Text No

PHNO Text No

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REQUEST DETAILS

Column name Data type Primary key

RQST_ID NUMBER YES

RQST_DESC Text No

PHNO Text No

FEDBACK DETAILS

Column name Data type Primary key

PHNO NUMBER Yes

RQST_DESC Text No

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6. DATA FLOW DIAGRAM
A data flow diagram is graphical tool used to describe and analyze movement of data
through a system. These are the central tool and the basis from which the other components are
developed. The transformation of data from input to output, through processed, may be described
logically and independently of physical components associated with the system. These are
known as the logical data flow diagrams. The physical data flow diagrams show the actual
implements and movement of data between people, departments and workstations. A full
description of a system actually consists of a set of data flow diagrams. Using two familiar
notations Yourdon, Gane and Sarson notation develops the data flow diagrams. Each component
in a DFD is labeled with a descriptive name. Process is further identified with a number that will
be used for identification purpose. The development of DFD’S is done in several levels. Each
process in lower level diagrams can be broken down into a more detailed DFD in the next level.
The lop-level diagram is often called context diagram. It consists a single process bit, which plays
vital role in studying the current system. The process in the context level diagram is exploded
into other process at the first level DFD.

The idea behind the explosion of a process into more process is that understanding at one
level of detail is exploded into greater detail at the next level. This is done until further explosion
is necessary and an adequate amount of detail is described for analyst to understand the process.

Larry Constantine first developed the DFD as a way of expressing system requirements in
a graphical from, this lead to the modular design.

A DFD is also known as a “bubble Chart” has the purpose of clarifying system
requirements and identifying major transformations that will become programs in system design.
So it is the starting point of the design to the lowest level of detail. A DFD consists of a series of
bubbles joined by data flows in the system.

DFD SYMBOLS:

In the DFD, there are four symbols

 A square defines a source(originator) or destination of system data

 An arrow identifies data flow. It is the pipeline through which the information flows
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  A circle or a bubble represents a process that transforms incoming data flow into outgoing
data flows.
 An open rectangle is a data store, data at rest or a temporary repository of data

Process that transforms data flow.

Source or Destination of data

Data flow

Data Store

CONSTRUCTING A DFD:

Several rules of thumb are used in drawing DFD’S:

 Process should be named and numbered for an easy reference. Each name should be
representative of the process.
 The direction of flow is from top to bottom and from left to right. Data traditionally flow from
source to the destination although they may flow back to the source. One way to indicate this is to
draw long flow line back to a source. An alternative way is to repeat the source symbol as a
destination. Since it is used more than once in the DFD it is marked with a short diagonal.
 When a process is exploded into lower level details, they are numbered.
 The names of data stores and destinations are written in capital letters. Process and dataflow
names have the first letter of each work capitalized

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 A DFD typically shows the minimum contents of data store. Each data store should contain all
the data elements that flow in and out.

Questionnaires should contain all the data elements that flow in and out. Missing interfaces
redundancies and like is then accounted for often through interviews.

SAILENT FEATURES OF DFD’S

 The DFD shows flow of data, not of control loops and decision are controlled
considerations do not appear on a DFD.
 The DFD does not indicate the time factor involved in any process whether the dataflow
take place daily, weekly, monthly or yearly.
 The sequence of events is not brought out on the DFD.

TYPES OF DATA FLOW DIAGRAMS

 Current Physical
 Current Logical
 New Logical
 New Physical

CURRENT PHYSICAL:
In Current Physical DFD 16process label include the name of people or their positions or
the names of computer systems that might provide some of the overall system-processing label
includes an identification of the technology used to process the data. Similarly data flows and
data stores are often labels with the names of the actual physical media on which data are stored
such as file folders, computer files, business forms or computer tapes.

CURRENT LOGICAL:

The physical aspects at the system are removed as mush as possible so that the current
system is reduced to its essence to the data and the processors that transform them regardless of
actual physical form.

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NEW LOGICAL:

This is exactly like a current logical model if the user were completely happy with he user
were completely happy with the functionality of the current system but had problems with how it
was implemented typically through the new logical model will differ from current logical model
while having additional functions, absolute function removal and inefficient flows recognized.

NEW PHYSICAL:

The new physical represents only the physical implementation of the new system.

RULES GOVERNING THE DFD’S

PROCESS

 No process can have only outputs.

 No process can have only inputs. If an object has only inputs than it must be a sink.
 A process has a verb phrase label.

DATA STORE

 Data cannot move directly from one data store to another data store, a process must move
data.
 Data cannot move directly from an outside source to a data store, a process, which
receives, must move data from the source and place the data into data store
 A data store has a noun phrase label.

SOURCE OR SINK

The origin and /or destination of data.

 Data cannot move direly from a source to sink it must be moved by a process
 A source and /or sink has a noun phrase land

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DATA FLOW

 A Data Flow has only one direction of flow between symbols. It may flow in both
directions between a process and a data store to show a read before an update. The later is
usually indicated however by two separate arrows since these happen at different type.
 A join in DFD means that exactly the same data comes from any of two or more different
processes data store or sink to a common location.
 A data flow cannot go directly back to the same process it leads. There must be atleast
one other process that handles the data flow produce some other data flow returns the
original data into the beginning process.
 A Data flow to a data store means update (delete or change).
 A data Flow from a data store means retrieve or use.

A data flow has a noun phrase label more than one data flow noun phrase can appear on a single
arrow as long as all of the flows on the same arrow move together as one package.

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 Registration Info (a)
User 1.0
Reply Registration
Process (b)

3.0 (c)
User Details
Account (d)
Reply Opening
process
(e)
4.0
(f)
Access Product
Valid user details

(m)
2.0 (g)
Login_ Info Access
(n) 5.0
Login Valid user
System
Raise service
(h)
request
Customer Service
(i) Management
6.0
user
Valid
Feedback (j) Database
details
Access
Feed Back
(k)
Administrator
Valid Administrator 7.0
(l)
Create and
(a) : User Details
Update
(b) : Response Process

(c) : Personal details

(d) : Reply

(e) : Account Transaction entry

(f) : Transaction Details

(g) : Loan Application Fig. Level 1 DFD

(h) : Response

(i) : Feedback
19
(j) : Reply

(k) : Create ,Update ,Reply

Registration Info 1.1 Verify data 1.2

Registration Verification

Valid User

Register Info

Update
1.3

processing
Login_Info
reigistration

Fig . Level 2 DFD

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 Valid
user 4.2.1

Request
Transfer
Product_details

verify
Cust_details 4.2.2

Request_details Check
update product
details

Status Info 4.2.4 4.2.3

Send Update
customer customer
update status details

Fig . Level 3 DFD

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7. SOURCE CODE

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8. SCREEN SHOTS

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9. CONCLUSION & FUTURE ENHANCEMENTS

It can be enhanced further by integrating application with notification system such as email
and messaging to customer. The database MS access can be migrated to MS SQL server with
expected increased volume of customers.

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10. BIBLIOGRAPHY

 Reference websites
 www.javatpoint.com
 www.w3schools.com
 http://www.tutorialspoint.com/java/index.htm
 Reference Books
 Complete reference Java Script
 Head First HTML

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