Complaint Management in Ethiopian Vocational and Technical Education Institutions: A Framework and Implementation of a Decision Support System

Abstract

DecisionSupport Systems (DSSs) are interactive information systems that are based on computers; as such, they share many of the characteristics that make information systems successful. As the name suggests, an interactive system allows for two-way communication between the user and the software. There is a structure in place at many companies for dealing with customer concerns. This is an effort to improve the company's overall quality, customer happiness, and decision-making processes. Current processes for managing complaints are inadequate, and the organisation is unresponsive to them. Within the company, there is a lack of proper framework to deal with such situations. With the use of an Intelligent Decision Support System for Managing Complaints (IDSSMC), researchers were able to test how well Ethiopian Polytechnic TVET Colleges deal with complaints submitted through a web-based interface coupled to a mobile application with SMS notification. Users may sign up and file complaints using the system's website or mobile app. A descriptive developmental approach was used for this investigation. While the development approach was utilised to create the system, the descriptive approach was used for describing test findings. Users of the TVET system will be able to register, submit, and check the progress of their complaints through the system's website and mobile phone application. This makes it possible to gather complaints from a wide range of individuals at any time and from any location. In the conclusion, it is strongly suggested to implement a Model driven DSS approach that might offer additional intelligence to this company or another, with the expectation that this project could serve as a starting point.