1. SYSTEM DEVELOPMENT PROJECT
ON
CUSTOMER RELATIONSHIP MANAGEMENT
AT
ENTOURAGE SOLUTIONS
FINAL YEAR PROJECT
SEMESTER – VI
System Development Programme (2011)
Gujarat University (2011)
Submitted By
Sachinkumar M Bharadva
Seat No – 6047
ENTOURAGE SOLUTIONS
External Project Guide:
Tanmay Lashkari
Samay Bhavsar
AES INSTITUTE OF COMPUTER STUDIES
Internal Project Guide
Ms.Axita Shah
A.E.S Institute of Computer Studies
(AESICS)
B++ ACCREDITATION BY NAAC OF UGC
THE AHMEDABAD EDUCATION SOCIETY
(Affiliated to Gujarat University, M.C.A Programme)
H.L. College Campus, P.B. 4206, Navarangpura,
AHMEDABAD – 380009
2. INDEX
No.
Content
Page No
1
Introduction
2
1.1 Definition
2
1.2 Objectives
2
1.3 Advantages
3
2
Company Profile
4
3
Existing System
5
4
Purpose of the system
6
4.1 Project Scope
7
4.2 Project Features
7
4.2.1 Administrator
4.2.2 Business Developer
System Features
12
12
5.2 Output
12
Project Schedule
13
6.1 Gannt chart
7
11
5.1 Input
6
9
4.2.3 Client
5
7
13
Diagrams
14
3. 7.1 Block Diagram
14
7.2 Use Case Diagram
15
7.2.1 Global Diagram-1
15
7.2.2 Global Diagram-2
16
7.2.3 User Manage
17
7.2.4 Lead Manage
18
7.2.5 Project Manage
19
7.2.6 Target Manage
20
7.3 Sequence Diagram
21
7.3.1 Login and Client / User Manage
21
7.3.2 Lead Manage
22
7.3.3 Meeting Manage
23
7.3.4 Target Manage
24
7.4 Activity Diagram
25
7.4.1 Lead Manage
25
7.4.2 Admin Menu Navigation
26
7.4.3 Buss. Developer Menu Navigation
27
7.4.4 Client Menu Navigation
28
7.4.5 Swim Lanes Diagram
29
7.5 Class Diagram
30
4. 8
Data Dictionary
31
8.1 List Of Tables
31
8.2 Tables With Sample Data
32
Screen Shot
42
9.1 Admin
42
9.2 B.Developer
69
9.3 Client
85
10
Operating Environment
91
11
Bibliography
93
9
5. ACKNOWLEDGEMENT
I sincerely thank to all the persons whoever played a vital role in the successful
completion of my project under titled Customer Relationship Management. We are grateful to the
whole staff of the Entourage Solutions And AES Institute of Computer Studies under whose
guidance. I completed my successful project, who devoted their precious time. In spite of, their in
busy schedules they always came forward to guide us in our work whenever needed.
I am also thankful to Mr. Bipin Mehta – Director if institute, Ahmadabad for his constant
support. I accept this opportunity to acknowledgement all other individuals for their direct or indirect
contribution to our work.
I am also very thankful to Prof. Axita Shah without whom it would have been impossible for
me to carry out the project work. I heartily thanks for his valuable guidance, timely suggestions and
persistent encouragement during the project development. We are fortunate to have the opportunity
work under his guidance.
My special and hearty thanks to Mr. Tanmay Lashkari and Mr. Samay Bhavsar, Project
Manager and guidance at Entourage Solutions who guided me well enough to face technical
challenges of technical industry. I am grateful to them for keeping faith on me and considering me
worthy for such an assignment. I am thankful to him from the bottom of my heart for helping us
professionally as well as personally during this entire training period.
AESICS
MCA-IV System Development Project – II – (2011)
1
6. INTRODUCTION
1.1 DEFINITION:
CRM (CUSTOMER RELATIONSHIP MANAGEMENT) is a widely-implemented
strategy for managing a company's interactions with customers, clients and sales prospects. It
involves using technology to organize, automate, and synchronize business processes and sales
activities, but also those for marketing, customer service, and technical support. This system is
virtual so anybody can use this system because this system does not require any physical offices or
environment. Owner can communicate and provide services through this system, and also client can
access and track his status and his project status as well as getting further information about the
projects and new systems.
1.2 OBJECTIVE:
•
To simplify marketing and sales process.
•
To make call centers more efficient
•
To provide better customer service
•
To discover new customers and increase customer revenue
•
To cross sell products more effectively
The CRM processes should fully support the basic steps of customer life cycle,
The Basic Steps Are:
• Attracting present and new customers
• Acquiring new customers
• Serving the customers
• Finally, retaining the customers
AESICS
MCA-IV System Development Project – II – (2011)
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7. 1.3 ADVANTAGE:
The use of the CRM system will confer several advantages to the company.
•
Quality and efficiency
•
Decreased in overall costs
•
Decision support
•
Enterprise agility
•
Customer Attention
The overall goals are to find, attract, and win new clients, nature and retain those the
company already has, entice former clients back into the fold, and reduce the costs of marketing and
client service.
AESICS
MCA-IV System Development Project – II – (2011)
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8. COMPANY PROFILE
"Our Service Your Outright Success"
ur
Entourage was created in March 2008 with the sole intent of providing brilliantly designed
and developed solutions. We at entourage believe that innovation is the most integral element to
providing solutions. We approach each project with the desire to explore and passion to create
ns.
thereby providing you with innovative long term solutions. Entourage is as versatile as it's people.
Each person loves what they do and thus strive to deliver their very best.
OUR GOAL:
Entourage is derived from the meaning of the name itself and combines the knowledge and
different services and provides fully tested product to the client.
WEB STANDARDS:
We follow the Web Standards and build system faster, reliable ,userfriendly and provide an
enhanced experience to users with a modern browser.
OUR CLIENTS
•
•
•
•
•
•
•
•
PSYNOX
PINK ELEFANT
KUCH BHI BIKEGA
APPLE GLOBAL SCHOOL
PHOENIX
ENVISION
AUTOCAR SPA
KERALA AYURVEDIC
And Many More….
AESICS
MCA-IV System Development Project – II – (2011)
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4
9. EXISTING SYSTEM
There are not any existing systems for client side. So all the work are handle manually and
have to be noted down in some register and also taking care of that documentation. They are
arranged meeting by call and if any update occurred then again call the client and update meeting
schedule, its wasting time and as well as money also and also the disturb the valuable clients.
WHY THIS SYSTEM ?
To overcome over problems they are thinking to create such a system for the client as well as
Company use. In which we can silently telling the customer about their status and meeting schedule
by mailing and sms. And they can also trace their payment and project detail. By this system
company having the lots of advantages by having a bulk year records and all the data together.
AESICS
MCA-IV System Development Project – II – (2011)
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10. PURPOSE OF THE SYSTEM
The CRM is a new technique in marketing and management where the owner tries to develop
long term relationship with the clients and customers to develop them as life time customers. CRM
aims to make the customer climb up the ladder of loyalty.
The company first tries to determine who are likely prospects i.e. the people who have a
strong potential interest in the product and ability to pay for it. The company hopes to convert many
of its qualified prospects into first time customers into lifetime clients. They are those people who
buy only from the company in the relevant product categories. The next challenge for the company is
to convert this client into advocates. Advocates are those clients who praise the company and
encourage others to buy from it.
The ultimate challenge is to convert these advocates into partners where the customers and
the clients work actively together to discover ways of getting mutual benefit.
Our purpose is to fulfill the following activities:
1. Client Solutions
2. Project Management
3. Quotations
4. Suggestion
5. Lead time management
6. on line tracking for particular project
7. On line payment detail
8. Reports by daily Emails / sms with status
9. Query Solve
10. Interact with the company's developers or marketing manager
AESICS
MCA-IV System Development Project – II – (2011)
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11. 4.1 PROJECT SCOPE:
This system is totally web based and creating on open source applications and software. This
system is created in PHP with apache web server and database is mysql. And it support and
compatible with each and every web browser and operating system.
4.2 PROJECT FEATURES:
In CRM here we have mainly three types of roles Administrator, Business Developer and Client.
Types of User
o Administrator
o Business Developer (Marketing Representative)
o Client
4.2.1 ADMINISTRATOR
User Management
Administrator can create the client and the developer contact and also can modify their
details when request arrives. He can also block or delete the user contact if he wanted.
Contact Manager
Administrator can see the all contact detail and the analyze the contact information. And
communicate with the clients and Business Developer.
Leads
Leads are created when new client arrives and modify by the adm or business developers.
Leads are converting into the project when client satisfy with the quotation and assign the project. If
once leads converted into project it will close. If one client having more than one project then there
is separate leads for each project.
AESICS
MCA-IV System Development Project – II – (2011)
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12. Quotations
Quotations are the detail of the content of the project Detail and the Technology and
technique which are included in the project and the total estimation of the project and the time
duration of the project being alive.
Project Along with Status
Here Administrator has a full description of the project and the status of the project. Here he
can see the project title its quotation, total amount, developers list which are included in the project
and the recent status of the project.
Set Target
Here Administrator can set target for the developer.
Payments
Here Administrator has full detail of the project amount and its installment. He can also see
the due date of installments and the detail of the paid installments detail.
Invoice
Administrator can generate the invoices and analyze the invoices. He can also full
descriptions of the invoices of the any client.
Meeting
Administrator can arrange, view, and analyze the meeting schedule. He can also change the
timing and the place of the meeting and inform to the particular client.
Report
He can generate the reports of particular details and the analyze the report. He can also print
the report and file it.
AESICS
MCA-IV System Development Project – II – (2011)
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13. 4.2.2 Business Developer
Contact Manager
Business developers can create the client and can modify their details when request arrives.
He can also block or delete the user contact if he wanted. And he can only see the detail of his
contacts.
Lead
Leads are created when new client arrives and modify by the administrator or business
developers. Leads are converting into the project when client satisfy with the quotation and assign
the project. If once leads converted into project it will close. If one client having more than one
project then there is separate leads for each project.
Quotation
Quotations are the detail of the content of the project and the things which are included in the
project and the total estimation of the project and the time duration of the project being alive.
Project Along with Status
Here business developer has a full description of the project and the status of the project.
Here he can see the project title its quotation, total amount, developers list which are included in the
project and the recent status of the project.
Payments
Here Business Developer has full detail of the project amount and its installment. He can also
see the due installments and the detail of the paid installments detail.
Invoice
Business Developer can generate the invoices and analyze the invoices. He can also full
descriptions of the invoices of the any client.
AESICS
MCA-IV System Development Project – II – (2011)
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14. Meeting
Business Developers can arrange, view, and analyze the meeting schedule. He can also
change the timing and the place of the meeting and inform to the particular client.
Notifications:
Business Developer can get the notification of meeting if its created by client and update.
Report
He can generate the reports of particular details and the analyze the report. He can also print
the report and file it.
AESICS
MCA-IV System Development Project – II – (2011)
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15. 4.2.3 Client
Client Login:
Client having a unique username and password.
Client Profile
Client can manage his profile and detail of his profile.
Meeting:
Client can manage meeting schedule and having a full detail of the meeting.
Project status:
Client has a detail of his project and its status only, but he can not making any modification
in it.
Payment details:
Client has detail of the project and its amount and its installments details.
Notifications:
Clients getting the notifications via mail and sms.
AESICS
MCA-IV System Development Project – II – (2011)
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16. SYSTEM FEATURES
5.1 INPUT
Administrator/ Business Developer:
•
•
•
•
•
•
•
•
•
User Login
Client Contact Detail
Client Profile
Meeting Detail
Lead Detail
Project Detail
Payment Detail
Target Detail
Reports
Client:
•
•
•
Contact Detail
Profile Detail
Meeting Detail
5.2 OUTPUT
Administrator / Business Developer:
•
•
•
•
•
•
•
•
•
•
User Detail
Search options
Client Contact Detail
Client Profile Detail
Meeting Detail
Lead Detail
Project Detail
Payment Detail
Target Detail
Generate Reports
Client:
•
•
•
His Contact Detail
His Profile Detail
His Meeting Detail
AESICS
MCA-IV System Development Project – II – (2011)
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35. DATA DICTIONARY
8.1 List Of Tables:
No
Fields
1
users
8
2
profiles
22
3
leads
7
4
meetings
10
5
projects
10
6
payments
5
7
targets
6
8
securityquestions
2
9
cities
3
10
states
2
11
users_status
2
12
users_role
2
13
AESICS
Table Name
lead_status
2
MCA-IV System Development Project – II – (2011)
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36. 8.2 Tables And Smple Data
1.Users:
No.
1
Field Name
user_id
Field Type
Int(11)
Description
Primary key of user id
Varchar(50)
Varchar(50)
Key
Primary
Key
Unique
Encrypted
2
3
user_name
password
4
create_date
Date
Not null
Time and date when user created
5
status
TinyInt(15)
Not null
6
role
TinyInt (15)
Not null
Status of the user
1 – (active)
2 – (block)
3 - (delete)
Role for users
1- Admin
2- Business developer
3- Client
7
Security_que
_id
Security_ans
Int(11)
Foreign
key
Not null
8
Varchar(50)
User name of the user/valid Email Id only
Password of the User
Id of the security question
Answer of the security question
Users Smple Data
user_
id
user_name
password
create_
date
status
role
security_
que_id
security_
ans
1
sacheen@yahoo.c Sachin
om
01/02/11
Active
Admin
1
Bombay
2
Raj.1984@gmail. Rajrock
com
02/02/11
Active
Client
3
Raj
3
maddy_m@yaho Maddy
o.com
16/02/11
Active
B.Develop 1
er
Hometown
4
jenny@hotmail.c Jennie
om
20/03/11
Active
Client
2
Madona
5
adam@hotmail.c Amdsas
om
01/04/11
Block
Client
1
America
6
shanford@hotmai Angelwind
l.com
01/04/11
Active
Client
1
Malbourn
7
mahesh@yahoo.c Mahesh
om
01/04/11
Active
Client
1
Mahesh
AESICS
MCA-IV System Development Project – II – (2011)
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37. 2.Profiles
No.
Field Name
Field Type
Key
Description
1
profile_id
int(11)
Primary
key
Id Of the Profile
2
user_id
int(11)
Foreign
key
Id of the user for his profile
3
company_name
Varchar(50)
Not null
Company name of the user
4
first_name
Varchar(50)
Not null
First name of the user for profile
5
middle_name
Varchar(50)
Not null
Middle name of the user
6
last_name
Varchar(50)
Not null
Last name of the user
7
address-1
Varchar(100) Not null
Address of the user
8
address-2
Varchar(100)
Addresss o the user
9
state_id
int(10)
Foreign
key
State Id of the user
10
city_id
int(10)
Foreign
key
City Id of the user
11
pincode
Varchar(8)
12
designation
Varchar(30)
Not null
Designation of the User/client
13
business
Varchar(30)
Not null
Business of the client
14
birth_date
Date
Not null
Birthdate of the user
15
mobile-1
Int(11)
Not null
Mobile no of the user
16
mobile-2
Int(11)
Mobile no of the user
17
Telphone
Int(16)
Telephone number of the user
18
Fax
Int(16)
Fax number of the user
19
bank_account_n Int(11)
o
Account no of the particular bank
20
bank_name
Varchar(100)
Bank name of the client
21
vat_no
Int(15)
Vat no of the company
22
description
Varchar(100)
Small detail for the firm or user
AESICS
Pincode No of the city
MCA-IV System Development Project – II – (2011)
33
38. Profile Sample Data
profile user_
_id
id
Comany_
name
1
1
Shree
Solutions
2
2
3
First_
name
Middle_
name
company_ State_
address
id
City_
id
Mohanbhai Bharadva
Gandhinag 12
ar
3
Shah&compa Rajesh
ny
Rajaram
Shah
Ahmedaba 12
d
2
3
Shree
Solutions
Maddy
Mahesh
Bhavsar
Gandhinag 12
ar
3
4
4
Aqua Spa
&saloon
Jennie
George
Witson
Ahmedaba 12
d
2
5
7
Gangawaters
Mahesh
Ramji
Chavda
Junagadh
12
1
6
5
adani&co
Adam
Amridge
Witson
Bombay
7
6
Beauty &
beauty
Nisha
Ramesh
Lakhani
Ahmedaba 12
d
2
Mobile_2
Telephon
e
mobile_1
Sachin
Last_
name
Fax
Bank_
account_no
Bank_
name
vat_no
descrip
tion
8000990336
9724568571 12345698 13937448 6738372689 ICICI
4
9739229030
9020328899 66748993 57493000 7695004888 DenaBan 2929100293 Client
3
k
8
9039888290
9974336783 66737789 56883877 7849994882 State
8
Bank
8993029992
-
8000883905
8000092839 -
8664748906
9328585026 22394884 88490300 349493939
0
8
8000309227
9727229116 -
AESICS
88493009 9
-
-
1234567890 Admini
1
strator
1939288880 B.Devl
0
per
6674883900 Yes Bank 2910000392 Client
8
6627001888 ICICI
Bank of
maharashtra
6783992847 ICICI
MCA-IV System Development Project – II – (2011)
-
Client
4839920049 Client
3
-
Client
34
39. 3.Leads
No
Field Name
Field Type
Key
Description
1
lead_id
Int(11)
Primary key
Id of the lead
2
user_id
Int(11)
Foreign key
Id of the user.
3
lead_createdby Int(11)
Foreign key
User_id of the admin/b.developer
4
lead_create
Datetime
Not null
Time for first date of communicate
5
modify_lead
Datetime
6
status
TinyInt
7
Remark
Varchar(100)
Time when modify leads
Not null
1-Pending
2-Converted
3-Cancel
4-Recycle
comment
Leads Sample Data
lead user_
_id
id
lead_
create
lead_
createdby
modify_
lead
Status
remark
1
2
02/02/2011 1
10/03/2011
2
Project Started from modify date
2
4
20/03/2011 3
01/04/2011
2
Project start for web site.
3
5
01/04/2011 1
03/04/2011
3
User Block or some times
4
6
01/04/2011 1
18/04/2011
1
Estimation and designing
estimation remain.
5
7
01/04/2011 1
20/04/2011
1
All discussion abt estimation.
Reply will be in 4 days
4.Meetings
No
Field Name
Field Type
Key
Description
1
meeting_id
Int(11)
Primary key Primary key of the meeting
2
user_id
Int(11)
Foreign key Id of the contact for whom meeting conducted
3
meeting_time Datetime
Not null
Time of the meeting
4
time_duration Smallint
Not null
Time duration of the meeting which
conducted
5
remark/agend Varchar(100) Not null
a/purpose
remark/short info about meeting
6
status
Status about meeting(i.e. Planned / held /
AESICS
Varchar(10)
Not null
MCA-IV System Development Project – II – (2011)
35
40. No
Field Name
Field Type
Key
Description
cancel)
7
time_prior
Tinyint
Not null
Time for reminder.(i.e. remind before 1 min
or hour etc)
8
location
varchar(100) Not null
Location where meeting held
9
createdby
Varchar(15)
Not null
Role of the admin or b.developer
10
meeting_with Varchar(30)
Not null
Name the person with whom meeting
Meeting Sample Data
Meeting User
_id
_id
Meeting
_time
Time
_durat
ion
Remark
Status Time
_prio
r
location
1
2
04/02/11 05:00
30
User requirement
Held
15
At Office
2
2
08/02/11 11:00
45
System analysis and
designing
Held
15
At Office
3
2
15/02/11 06:30
30
Estimation and
designing
Held
15
At Office
4
2
25/02/11 03:50
60
Re-estimate and
communicate abt
system
Held
15
At Office
5
2
06/03/11 06:00
30
Finalize project
Held
estimation and giving
project duration.
15
At Office
6
2
20/03/11 10:00
30
Simple layout and
data analyze
Held
15
At Office
7
4
25/03/11 11:00
30
User Requirement
Held
15
At Office
8
4
02/04/11 02:00
30
System Analysis
Held
15
At Office
9
5
03/04/11 11:00
30
Normal
Communication
Held
15
At Office
10
6
03/04/11 02:00
30
Normal
Communication
Held
15
At Office
11
7
03/04/11 04:00
30
Normal
Communication
Held
15
At office
12
4
05/04/11 06:00
15
Payment discussion
Held
15
At office
13
6
20/04/11 10:00
30
User requirement
Planned 15
At Office
14
7
20/04/11 12:00
45
User requirement
Cancel 15
At office
AESICS
MCA-IV System Development Project – II – (2011)
36
41. 5.Projects:
No
Field Name
Field Type
Key
Description
1
project_id
Int(11)
Primary key Id of the Project
2
user_id
Int(11)
Foreign key Id of the user
3
project_name
Varchar(100)
Not null
Name of the project
4
start_date
Date
Not null
Starting_date of the project
5
Internal_due_date
Date
Not null
End date of the project of client
6
Client_due_date
Date
Not null
End_date of the project of company
7
lead_id
Int(11)
Foreign key Id of the lead
8
project_status
Varchar(10)
Not null
9
quotation
Varchar(100)
Attachment Detail of the quotations. In file form
10
total_amount
Int(11)
Not null
Status of the project
Open
Hold
complete
Total amount of the project
Project Sample Data
Project User
_id
_id
Project
_name
Start
_date
End
_date
Lead Project
_id _status
Quotation
Total_
amount
1
2
CRM System
10/03/11 01/08/11 1
Open
2kksj3932ja10 124000
2
4
Aqua Spa
01/04/11 15/07/11 2
Open
2992301jsnkn1 60000
6.Payments
No
Field Name
Field Type
Key
Description
1
payment_id
Int(11)
Primary key Id of the payment
2
project_id
Int(11)
Foreign key Id of the project
3
installment_D Date
ate
Not null
Date of the installment
4
paid_amount
Int(11)
Not null
Paid amount of the project
5
status
varchar(10)
Not null
Status of the installment (pending/paid)
AESICS
MCA-IV System Development Project – II – (2011)
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43. States Sample data
state_id
state_name
1
Andaman and Nicobar
2
Andhra Pradesh
3
Arunachal Pradesh
4
Assam
5
Bihar
6
Chandigarh
7
Chhattisgarh
8
Dadra and Nagar Haveli
9
Daman and Diu
10
Delhi
11
Goa
12
Gujarat
9.Cities
No
Field Name
Field Type
Key
Description
1
city_id
Int(11)
Primary key Id of the city
2
city_name
Varchar(50)
Not null
3
state_id
Int(11)
Foreign key State id of the particulare city
Name of the particular city
Cities Sample Data
city_id
city_name
state_id
1
Junagadh
12
2
Ahmedabad
12
3
Gandhinagar
12
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MCA-IV System Development Project – II – (2011)
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44. 10.Securityquestions
No
Field Name
Field Type
1
Security_que_ Int(11)
id
2
question
Key
Description
Primary key Id of the questions
Varchar(100) Not null
Questions
Securityquestions Sample Data
security_que_id
Question
1
What is your favourite city?
2
What is your hometown?
3
What is ur pet name?
11.Users_status
No
1
2
Field Name
user_status_id
Status
Field Type
Int
Varchar(10)
Key
PrimaryKey
Not null
Description
Primary key of the user status
Status name
Field Type
Int
Varchar(10)
Key
PrimaryKey
Not null
Description
Primary key of the user role
role name
Users_status Sample Data
User_status_id
1
2
3
Status
Active
Block
Delete
12.Users_role
No
1
2
Field Name
user_role_id
Role
Users Role Sample Data
User_role_id
1
2
3
AESICS
Role
ADMIN
B.DEVELOPER
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MCA-IV System Development Project – II – (2011)
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96. OPERTING ENVIRONMENT
Hardware Requirement
Client Configuration
•
Operating System: Any Operating System with a Web Browser
•
RAM: 512 MB
•
Support: JavaScript
Server Configuration
•
Operating System: Windows ,Linux
•
Web Server: Apache 2.2.17
•
PHP 5.1
•
Database: MySQL 5.1.52
Software Requirement
System Software
•
Windows Operating System
•
Microsoft Office 2007
•
PHP 5.1
•
MySQL
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97. BIBLIOGRAPHY
The websites describes here is being very useful during Project Training Period.
www.google.com
www.w3schools.com
www.cakephp.org
www.book.cakephp.org
www.phpbuilder.com
www.jquery.com
www.w3schools.com/ajax/default.asp
www.stackoverflow.com
www.mysqltutorial.com
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