Stakeholder Relationship Management System for ESOFT Metro Campus, Kandy

Abstract

ESOFT Metro campus, the client, is a well renowned private education provider. They started their service to the nation back in year 2000 and expanded to Kandy in year 2006, with a scope of Information Technology related education. Later they moved into multi-disciplined education, offering qualification in the field of Business, Engineering and Languages. With the rapid changes taking place in the market and increased competition, the management was faced with a problem of handling their stakeholder relationships and saw a future opportunity of grasping technology to build a stronger network to serve better. Present system does not systematically cater workflow of inquiries, requests and complaint of external parties which could result in unattended service request. Interactions with external stakeholder such as students, parents, suppliers and recruitment institutes were done using conventional methods which did not suit the present situation. Proposed SRM system was designed to cater the mentioned issues and to create future opportunities by having stronger with their stakeholders through feedback gathering, proper workflow of service request handling and creating more interactions between with the external and internal stakeholders. Additionally the management will be given an option to statistically analyze trends of these interactions for their decision making. Rational Unified Process model was chosen as the development methodology with an object-oriented approach towards analysis and design. The system has been developed using PHP as the core programming language with Javascript, CSS and JQuery inclusions. MySQL was chosen as the database management system and Apache web server to test and implement the system. The system was analyzed, methodically designed, implemented and thoroughly tested. SRM system fulfilled the needs of its end users and was considered a successful project by the client.