
Customer Complaint OntologyThe "Complaint" moduleFinal Draft 21 May 2005The diagram below shows the Complaint module,
which specifies the main concepts that can be associated with the concept
‘Complaint’. A ‘Complaint’ is defined in the
CCGlossary as “An expression of
grievance or resentment issued by a complainant against a compliantrecipient,
describing a problem(s) that needs to be resolved”. A ‘Complaint’
must be issued by a ‘Complainant’ against a ‘ComplaintRecipient’,
on a certain ‘Date’. It must describe at least one ‘Problem’,
and may request one or more ‘Complaint Resolutions’. A ‘Complaint’
might be identified by a ‘Complaint Number’, which is typically
used as a unique reference in a court or a complaint system. For the definition of each vocabulary in this diagram please see the CCGlossary. Notice that according to our ontology design, each relation in this diagram is a lexon in the CCLexons; this methodological principle is called Ontology doublearticulation. This module is represented using the ORM graphical notation. The verbalization (i.e. the pseudonaturallanguage reading) of the rules in this diagram, and the ORM markup (i.e. the XMLbased serialization) of this diagram can be found below. Diagram:Verbalization:Each Complaint must be has at least one Complaint Date. (Mandatory)Each Complaint must be issued_by at least one Complainant. (Mandatory) Each Complaint must describes at least one Problem. (Mandatory) Each Complaint must be against at least one Complaint Recipient. (Mandatory) Each Complaint must has at most one Complaint Date. (Uniqueness) Each Complaint must be issued_by at most one Complainant. (Uniqueness) Each Complaint must has at most one Complaint Number. (Uniqueness) Each Complaint Number must is_of at most one Complaint. (Uniqueness) Each Complaint must be against at most one Complaint Recipient. (Uniqueness) It is possible that a Complaint describes more than one Problem , and vice versa. (Uniqueness) It is possible that a Complaint requests more than one Resolution , and vice versa. (Uniqueness) ORM Markup:
