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 structureof the organization management. 2.The module help the application to track higher officals instep by step, during the time of query evaluation. 3.The structure also shows the authentication and senioritylevel 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 intoeight categories in this process. 2.The query is tagging based on the content in it. 3.The tagged queries are forwarding to the correspondingteam to evaluate it. 4.The lap time has been start, during at the level of taggingthe 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 thecustomer and the service provider. 2. The SLA may specify the levels of availability,serviceability, performance, operation, or other attributesofthe service, such as billing etc., 3.Note that the "agreement" relates to the services thecustomer receives, and not how the service provider deliversthat service. 4.The QMS project prefered to provide the three level ofservices 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 TeamLeader ProcessTrainee ProcessExecutives 9. Module-IV People to Team Mapping 1.The People to Team Mapping module describe the person'sname,posting and which team he belongs to?. 2.The individual person and his full details are identify in alllevel of the organization. 3.The customer identify, the complete details about whohandling his queries? By this process.4.The organization monitors their employees indiviaualperformance 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 andthe 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 ofescalation this person is concerned about the project and isone level above the interacting parties. 3.The name of the person / persons with contact details forsecond and further levels of escalation, if desired. Thisperson is normally a senior management level person but isalso concerned about the project. 4.The customer can easily monitor where and by whome theirquery 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 13. Thank you!