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Abstract Query Management System
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Abstract Query Management System

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  • 1. Project Abstract Submission “Query Management System” submitted by Name : LOGESH PRABU.S Registration No : 52108621014 Department : MCA Department Internal Guide : Mr. Senthil Review : Zeroth ReviewPlace: Pallavan College of Engineering, Thimmasamudaram.Date: 27.12.2010
  • 2. Abstract for Query Mangement SystemABOUT THE PRODUCT: QMS is developed to cater the need of BPO payroll unit in solving payroll related queries. QMS is a issue tracker, it strives to be the bridge between the Payroll processing staff and the client employees in solving issues related to pay roll. QMS captures issues which lands in as email sent by the client’s employee. It sends back the auto generated email mentioning the case number and the due resolution hours, the likelihood period of when the case will be sorted out.  QMS maintains the organization chart and the email repository which are distinctly mapped. It facilitates the tree view display of a issue and has reply screen for process executive and team leader to respond. QMS generates vital information like SLA adherence, Turn around time, individual / team performance report. Currently it works with three roles Viz Admin, Team leader and Process executive. QMS compliments query solving mechanism of an organisation which persudes in the service industry. A typical use case may be an electronic company involves in selling and service of spares items can adopt this system for handling queries from its customers. A customer raises a complaint/query which lands in a common email box say service@somecompany.com , QMS mandates certain formating of subject line which can be used for routing this mail to the concern department/team. The query is then replied back by the support executives , the conversation happens to and forth and the complaint is resolved. Currently many of the users of Microsoft outlook exchange servers use Microsoft outlook exchange server for routing the mails, for addressing a solution to the above use case. Having said so, those mails are lying in the Mail server/Mail client as just a email, which cuts of the possibility of building a knowledge base. QMS is developed by taking this issue as a core corcern, building knowledge base for the present and future employees to dwell with the raised queries.Qms produces good reports/statistical graph on incoming queries/outgoing replies, rate of query solving mechanism, service level agreements of the customer,sentiment analysis of a customer based on his replies.Hardware and Software Required: Operating System  : LINUX ­ UBUNTU 10.04 Scripting Language  : RUBY 1.8.7 Framework  : RAILS 3.0.3

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