Development of complaint management system for Pejabat Pengurusan Fasiliti UiTM Shah Alam / Noor Hisham Affizam Shamsuddin

Information technology is changing dramatically, largely due to the forces unleashed by
major advances in computing, networking, and storage technology. Web sites and webbased
system computerization is the most popular medium that is used by organizations
to promote their product and services. Currently, the process of forwarding complaint
towards the organization by using the ADKRS pin 3/98 form or by phone call to direct
line customer service known as helpdesk. The complaint later will be key in into the
existing conventional system which hundred percent depend on the complaint report.
This required a lot of time key in many complaints by users. This thesis discusses a
web-based development for Pejabat Pengurusan Fasiliti Universiti Teknologi MARA,
Shah Alam called Complaint Management System or e-Complaint. The system is very
useful to the user because it will change manual conventional method to system
computerized. Therefore, the objectives of the project are to identify the current process
of forwarding complaint, procedure involved in managing the complaint and to
determine the problems faced within the organization. The system would help the users
and administration to access and monitor complaint easily via Internet. The project will
produce new system