The document describes the various modules of a Query Management System. It discusses 6 modules: 1) Organogram which describes the organizational hierarchy and authentication levels. 2) Knowledge Building which categorizes queries and assigns them to teams. 3) SLA Adherence which defines response time targets for different roles. 4) People to Team Mapping which assigns individuals to teams. 5) Escalation Mechanism which defines the process for escalating unresolved queries up the management chain. 6) Reporting which covers issue reporting, performance reviews and customer feedback.

1. Query Management System Second Review Under the Guidence of Mr. V.Senthilkumar Presented by, Logeshprabu.s

2. CEO CTO HEAD OPERATION TEAM MANAGER TEAM LEADER PROCESS EXECUTIVE PROCESS TRAINE E MANAGER-OPERATION Organogram-Module-I

3. Module-I Organogram 1.The Organgram module is describe the hierachical structure of the organization management. 2.The module help the application to track higher officals in step by step, during the time of query evaluation. 3.The structure also shows the authentication and seniority level of an employee.

4. Fault Complaint Service Suggestion Input Warrenties Sales Returns Payments Legal Knowledge Building Mechanism Tags Queries

5. Module-II Knowledge Building Mechanism 1.The accepting queries from the customer is splitted into eight categories in this process. 2.The query is tagging based on the content in it. 3.The tagged queries are forwarding to the corresponding team to evaluate it. 4.The lap time has been start, during at the level of tagging the query.

6. Gold (in hrs) Silver (in hrs) Bronze (in hrs) Organization - - - CEO - - - CTO 7 8 9 Head operation 6 7 7 Manager - operation 5 6 6 Team Manager 4 4 5 Team Leader 3 3 4 Process Executives 2 3 4 Process Trainee SLA adherence

7. 1.A SLA(Service Level Agreement) is a contract between the customer and the service provider. 2. The SLA may specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing etc., 3.Note that the "agreement" relates to the services the customer receives, and not how the service provider delivers that service. 4.The QMS project prefered to provide the three level of services to the customers by mentioning in the above figure. Module-III SLA Adherence

8. Kapilan Ariya Kamalesh Vivek Ranjith Lakshmanan Rampriya Jenifer Arjun Hrithick Team 1 Team 2 Team 3 Team 4 Team 5 People to Team Mapping CEO CTO Head Operation Manager Operation Team Manager Team Leader Process Trainee Process Executives

9. Module-IV People to Team Mapping 1.The People to Team Mapping module describe the person's name,posting and which team he belongs to?. 2.The individual person and his full details are identify in all level of the organization. 3.The customer identify, the complete details about who handling his queries? By this process. 4.The organization monitors their employees indiviaual performance easily.

10. Escalation Mechanism of Queries Gold (in hrs) Silver (in hrs) Bronze (in hrs) Organization - - - CEO - - - CTO 7 8 9 Head operation 6 7 7 Manager - operation 5 6 6 Team Manager 4 4 5 Team Leader 3 3 4 Process Executives 2 3 4 Process Trainee

11. Module-V Escalation Mechanism of Queires 1.Escalation Mechanism requires when the project team and the customer representative cannot agree on a resolution, either may wish to escalate the issue to a higher authority. 2.The name of the person with contact details for first level of escalation – this person is concerned about the project and is one level above the interacting parties. 3.The name of the person / persons with contact details for second and further levels of escalation, if desired. This person is normally a senior management level person but is also concerned about the project. 4.The customer can easily monitor where and by whome their query is processing currently.

12. Module-VI 1.Report on Issues 2.People Performance 3.Team Performance 4.SLA adherence 5.Sensitivity of issues 6.Feedback from customer

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