IOT based Smart Waste Bin to Track Dustbin and Public Complaint Management System

PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

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Design and Implementation of a Tertiary Institution Web-Based Student Complaint Management System

International Journal of Software & Hardware Research in Engineering ◽

10.26821/ijshre.9.8.2021.9802 ◽

2021 ◽

Vol 9 (8) ◽

Author(s):

Anusiuba Overcomer Ifeanyi Alex ◽

Karim Usman ◽

Oluchukwu Uzoamaka EKWEALOR

Keyword(s):

Management System ◽

Tertiary Institution ◽

Web Based ◽

Complaint Management ◽

Design And Implementation

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SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR

JURNAL GOVERNANSI ◽

10.30997/jgs.v2i2.223 ◽

2017 ◽

Vol 2 (2) ◽

pp. 125

Author(s):

Yuni Wulandari ◽

Denny Hernawan ◽

Irma Purnamasari

Keyword(s):

Customer Satisfaction ◽

Management System ◽

Complaint Management ◽

Four Dimensions ◽

Customer Complaints ◽

The Road ◽

Road Map ◽

On The Road ◽

Main Instrument ◽

The Many

Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction

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Creation of Knowledge Graph for Client Complaint Management System

Data Management, Analytics and Innovation - Lecture Notes on Data Engineering and Communications Technologies ◽

10.1007/978-981-16-2934-1_2 ◽

2021 ◽

pp. 31-43

Author(s):

Shreya Shinde ◽

Shubhangi Gaherwar ◽

Avani Sathe ◽

Malvika Menon ◽

Sheetal Barekar

Keyword(s):

Management System ◽

Knowledge Graph ◽

Complaint Management

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FX Infrastructure Complaint Management System

International Journal on Cybernetics & Informatics ◽

10.5121/ijci.2021.100211 ◽

2021 ◽

Vol 10 (02) ◽

pp. 91-102

Author(s):

Selvi Selvi ◽

Sahaya Jenitha ◽

Sivanesh Sivanesh

Keyword(s):

Management System ◽

Web Application ◽

Infrastructure Management ◽

Complaint Management

The FX Infrastructure Complaint Management System is a web application which focuses on an activity or function, which is based on management of infrastructure of institutions. In this web application user select faulty accessories and report it to the admin with particular complaint. It maintains a database of all the information that are recorded and received. It helps the college to maintain all the accessories safely. The admin get this information, Admin can perform quick action to repair infrastructure of college. Also according to students and teachers complaint he quickly know the location of accessories as classroom, cantine, library, bathroom etc. This web application is mainly focus on the maintenance of college infrastructure management.

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