System Ikonnect LUMHS
Design and development of ikonnect: A web enabled Help desk system for LUMHS-IT, Jamshoro
Support team at LUMHS I.T Department handles complains over 500 of network users on a state of art network, which connects LUMHS Jamshoro, Liaquat University Hospital Jamshoro, Liaquat University Hospital Hyderabad and Eye Hospital Hyderabad. The support team handles different tasks and receives a lot of phone calls for general PC help and network problems. The volume of calls keeps increasing and the current paper based help desk system is inadequate to manage with the work load. Sometimes, people make a request to one of the support team member, and because of the other duties the request had sometimes been forgotten or not taken care in a timely fashion.
Excellent service can be achieved only with a deep knowledge of the evolving needs of users. Keeping in view the complexities of handling complaints given by user, the idea of developing ikonnect in evolved which is a simple but comprehensive system, which will help users to send their complaint in effiective and efficient way and their complaints, could be resolved in minimum time.
iKonnect also provides information and assistance to users to record, manage and handle their complaints in effective and efficient ways, the system can change the perspective of complaint management and transform the process of answering complaints from a trivial activity to a more exciting process-design and learning experience, renovating the spirit of continuous improvement towards service excellence[1].
By using ikonnect, user can send complaints by recording their complaints in our system or user can send complaints or check the status of complaints by using interactive web based interface of the system.
Following tools and technologies will be used in this project:
- Interactive Voice Response (IVR)
- Asterisk
- Java Server pages(JSP)
- My SQL
- Linux Server OS
- Apache Tomcat
- Adobe Fireworks
References:
1.Verónica González Bosch, Francisco Tamayo Enríquez TQM and QFD: exploiting a customer complaint management system. International Journal of Quality & Reliability Management Number 1, 2005, 22(1) 30-37.
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