Ticketing System - Report on Block Chain Sector - Management Assessment Answer

Internal Code: 1AGHCF

Management Assessment Answer

TASK: Problem Statement You are the Head of the Customer Support department for a B2B company providing research services. Your team acts as the primary point of contact for all the customer queries and is responsible for resolving them. Each customer query is treated as a ticket and the system to resolve these tickets is being referred to as a ticketing system. You are required to design this ticketing system. 1. Please design the Blueprint (i.e. top-level block diagram) of this ticketing system. 2. How can we distribute the tickets received among the Executives for resolution? What are the different options and what is your recommendation? 3. An Executive had received a query with incomplete information and had replied to the customer seeking the missing information. However, the customer is not replying on email or any other medium. What should the Executive do? What are the different options and what is your recommendation? 4. Please suggest top MIS reports that you would monitor to ensure that the designed ticketing system is working properly. 5. Design a MIS report to monitor if all the tickets in the system are being resolved and that nothing is being dropped. 6. Design a MIS report to monitor if we are doing a good job at resolving tickets within defined SLAs. 1. Please design the Blueprint (i.e. top-level block diagram) of this warehousing system. 2. What should be done if an order is received for goods not present in the inventory? What are the options and which one would you pick? 3. How can we manage the problem of goods getting expired in warehouses? What are the options and which one would you pick? 4. List down top MIS Reports that you would monitor, as the Head of Operations, to ensure that the designed system is working properly. 5. Please design an MIS report to monitor the fulfillment rates and acceptance rates in the Goods Receiving Process. 6. Please design an MIS report to monitor the current Inventory status.

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