DEVELOPING AN INDUSTRY GRADE

SECTOR BASE KNOWLEDGE

REPOSITORY
 INTRODUCTION - WHAT IS AN ISSUE TRACKING SYSTEM ?

An Issue tracking system also known as

incident management system is a computer
software package that manages and maintains
lists of issues as needed by an organization.

Issue tracking systems are commonly used in an

organization to create, update, and resolve
reported customer issues, or even issues
reported by that organization.

A support ticket should include vital information

for the account involved and the issue
encountered.
BASIC FLOW
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 MAJOR FINDINGS FOR THE PROJECT
Across CAPGEMINI, there are various incidents reported in the form
of issue tickets which are generated, thereafter which the
knowledge objects are created and a resolution to a particular issue
is provided.

MAJOR FINIDINGS IN THE PROCESS :

Out of these thousands of tickets received, there are many tickets

which are containing common or similar set of problems. The
solutions to these common set of problems are not recorded and
are not stored as a resolution script in the database.

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 MAJOR OBJECTIVES OF THE PROJECT
OBJECTIVES OF THE PROJECT :

As per the above findings, the project objective is to analyse four different accounts across
the manufacturing sector considering the OTC (Order to Cash) process and find
commonalities among the issues.

The three major objectives of the project are :

1. Reduction in the response time to the customer

2. Enriching the existing knowledge database

3. Similar issue tickets resolving with the resolution script developed in the database as a
knowledge object.

So whenever a further account is created, we recognize the particular set of problems

which are common and a more faster solution is created.

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 OPERATING PROCEDURE/ METHODOLOGY TO ATTAIN THE OBJECTIVES

STEP 1 : Analysing four different accounts across the manufacturing sector and identifying area of
maximum incident tickets.

STEP 1

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 START - IDENTIFICATION OF
MAXIMUM INCIDENT TICKETS

REF : MONSANTO, COLLECTION OF TICKET

FERRO, COOPER
DUMPS ACROSS FOUR
STANDARD, AMGEN
MANUFACTURING ACCOUNTS

LEVEL 1 YES

PROCURE TO PLAN TO SERVICE TO PROJECT TO ORDER TO CUSTOMER RELATIONSHIP FINANCE TO REQUIREMENTS

PAY SHIP CLOSE REALISE CASH MANAGEMENT MANAGE TO DESIGN

FURTHER FILTRATION INTO LEVEL

2 TO IDENTIFY MAXIMUM
TICKETS

YES

MASTER DATA CREDIT CONTRACT ORDER DELIVERY AND BILLING RECEIVABLES

MANAGEMENT ADMINISTRATION ADMINISTRATION MANAGEMENT LOGISTICS MANAGEMENT

FURTHER FILTRATION INTO LEVEL

3 TO IDENTIFY MAXIMUM
TICKETS

YES

RESERVE STOCK PLANT DELIVERY CREATE PICK, PACK AND POST GOODS GENERATE DELIVERY
AND TRANSPORT SHIPMENT LOAD ISSUE NOTE AND DISPATCH

END - MAXIMUM INCIDENTS

IDENTIFIED
 ORDER TO CASH - INCIDENT COUNTS - CONSOLIDATED MONTHLY
ANALYSIS OF ALL THE FOUR ACCOUNTS

As per the trend of the graph, there is substantial increase in the Total, DEC-2016, 244
incident count monthwise in Order to Cash process.

Total, NOV-2016, 197

Total, AUG-2016, 125

Total, MAY-2016, 109

Total, MAR-2016, 101
Total, JUL-2016, 96
Total, OCT-2016, 87
Total, SEP-2016, 78

Total, JUN-2016, 61
Total, APR-2016, 57

Total, FEB-2016, 27
Total, JAN-2016, 6
 CONCLUSIVE ANALYSIS REPORT ON
Series1, Dealer Series1, Contract

Series1,
Master Data Administration, IDENTIFICATION OF MAXIMUM INCIDENT
Management, 10,
Receivable
Management ,
8, 1%
Series1, Credit TICKETS - TOTAL 1042 TICKETS
Administration,
13, 1%
1, 0%
Series1, Master
Data
Management,
14, 1%

Series1, Create
transport order,
30, 5%
Series1, Billing ,
Series1, Organize
234, 19% transport, 32, 5%

Series1, Delivery Series1, Plan

Delivery and
& Logistics, 635, Transport, 255,
51% 40%

Series1, Order Series1, Create

outbound
Management, delivery from
327, 26% warehouse, 39,
6% Series1, Create
Shipment, 136,
21%

Series1, Create
Create Shipment,
OPERATING PROCEDURE/ METHODOLOGY TO ATTAIN THE OBJECTIVES

STEP 2 : Identiftying common incident tickets from the Delivery and Logistics sub - business
process.

From the tickets dump of Delivery and Logistics, 50 incident tickets were further randomly taken for study
and analysis.

Based on the study, the final observation was concluded that all these 50 tickets were pertaining to 5 common
incident heads. i.e. Many tickets were booked under different names but however, all these tickets can be
grouped under the 5 incident heads for which a set of solutions can be readily provided instead of mapping each
one of them individually.

From these set of solutions listed under the incident heads, a common solution script can be derived and can be
stored in the database for one stop solution.

Common repository report.pdf

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OPERATING PROCEDURE/ METHODOLOGY TO ATTAIN THE OBJECTIVES

STEP 3 : Recommonded solutions considering sustainability and quick issue resolution.

Storage and retrieval of incident management expertise by introucing the concept of a Master
Ticket.

The idea is to generalise information about an issue and store this information in a master
ticket.

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START - GENERATION OF MASTER
TICKET

DOCUMENT ALL THE ISSUES / INCIDENT

INFORMATION WHICH HAS PREVIOUSLY
OCCURED
DERIVATION OF FAULTS, SYMPTOMS,
DIAGONSTIC AND REPAIR ACTIVITES

GENERALIZE THE ISSUE INFORMATION IN A

DATABASE

MASTER TICKET GENERATED

MASTER TICKET STORED IN THE SYSTEM

DATABASE

END
 START - APPLICATION OF MASTER
TICKET

FRESH TROUBLE TICKET REPORTED

DERIVATION OF SYMPTOMS
FROM THE TICKET ABOVE

COMPARE WITH THE NO

MASTER TICKETS STORED IN GENERATE THE NEW MASTER
THE SYSTEM DATABASE TICKET WITH A NEW SET OF
SOLUTION

FOR EXISTING SOLUTIION OF THE

MASTER TICKET, HOWEVER, IF THE NEW YES
REPAIR ACTITIVITIES/ SOLUTIONS ARE
SUGGESTED UPDATE THIS NEW MASTER
TICKET IN THE DATABASE OF THE
RETRIEVE THE SOLUTION OF THE SYSTEM
MASTER TICKET AND APPLY THE
SAME

UPGRADE THE MASTER TICKET CLOSE THE TICKET

END
THERE IS NO END TO REFINEMENT OF PROCESS
AND SCOPE OF IMPROVEMENT

THANK YOU India Operations | Feb 2017

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