DESIGN AND IMPLEMENTATION OF AN AUTOMATED CUSTOMER RELATION MANAGEMENT SYSTEM OF A BUSINESS ORGANISATION A CASE STUDY OF EMENITE PLC ENUGU

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                                                                                              &n