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 Review
Place: Pallavan College of Engineering,
Thimmasamudaram.
Date: 27.12.2010

2. Abstract for Query Mangement System
ABOUT 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