DESIGN AND IMPLEMENTATION OF AN AUTOMATED CUSTOMER RELATION MANAGEMENT SYSTEM OF A BUSINESS ORGANISATION

(A CASE STUDY OF EMENITE PLC ENUGU)

By

Author

Presented To

Department of Computer Science

ABSTRACT

The current and future well being of an organization depends mostly on the activities and management of its customer relation element. All activities towards improved productivity such as profit; organizational efficiency and effectiveness can only be made possible by the manner and method in which the customer relations are managed. Customer relation management therefore occupies a critical position in well being of an organization more especially in the area of facilitating positive changes towards effective performance.

Because of this, there is need to improve some areas of operations of customer relation department which require improvement or replace areas that may require replacement this initiated.

This project focus in computerization of the customer relation department that leads or aims at reducing time constraints job involves in the organization including improving inadequate records maintenance in the system that leads to the system problem inadequate production of the product that will satisfy the customers. A computer model will be developed to take care of the problem areas that require computerization and improvement strategies proffered in areas of require appraisal.

This will go along way to help the customer relation management to meet up with the challenges posed by the development of information technology and go a long way to help around the globe.

ORGANIZATION OF WORK

This project work is primarily designed to give an insight to drug services for patient management system.

Chapter one talks about introduction to drug services for patient management system, study of problem and objectives as well as definition of the scope.

Chapter two comprises the literature review. Chapter three gives the detailed information about the existing (old) system, while chapter four and five deals with the design and implantation of new system.

Chapter six document the project work, while chapter seven summaries, conclusion and suggestions were made.

TABLE OF CONTENT

Title page i

Certification ii

Approval iii

Dedication iv

Acknowledgement v

Abstract vi

Organization of work vii

Table of content viii

CHAPTER ONE

1.0 Introduction 1

1.1 Statement of problem 2

1.2 Aims and objectives 2

1.3 Purpose of study 3

1.4 Significant of study 3

1.5 Scope/Delimitations 4

1.6 Limitations/Constraints 4

1.7 Assumption of study 5

1.8 Definition of terms 5

CHAPTER TWO

2.0 Literature review 6

CHAPTER THREE

3.0 Description and analysis of the existing system 9

3.1 Fact-finding method/ methodology 9

3.2 Organisational Structure/Organogram 10

3.3 Objectives of the existing system 10

3.4 Input, Process, and Output Analysis 11

3.4.1 Input Analysis 11

3.4.2 Process Analysis 11

3,4.3 Output Analysis 11

3.5 Information Flow diagram 12

3.6 Problems of the existing system 12

3.7 Justification of the new system 13

CHAPTER FOUR

4.0 Design of the new system 14

4.1 Design Standard 14

4.2 Output specification and design 14

4.3 Input specification and design 14

4.3.1 File design 15

4.4 Procedure chart 16

4.5 Systems flowchart 17

4.6 System requirements 18

4.6.1 Hardware Requirements 18

4.6.2 Software Requirements 18

4.6.3 Operational Requirements 18

4.6.4 Personnel Requirements 18

CHAPTER FIVE

5.0 Implementation 19

5.1 Design Standard 19

5.2 Program design 20

5.2.1 Program Flowchart 20

5.2.2 Pseudo code 24

5.3 Coding 25

5.4 Test Data/Test Run 31

5.5 User Training – An overview 31

5.6 Cutover Process 31

CHAPTER SIX

6.0 Documentation 32

6.1 The user documentation 32

6.2 The programmer documentation 32

CHAPTER SEVEN

7.0 Recommendations, Summary and Conclusion 33

7.1 Recommendation 33

7.2 Summary 34

7.3 Conclusion 34

REFERENCES 35

BIBLIOGRAPHY

APPENDIX 36

SOURCE LISTING 36

LIST OF FIGURES 40