Process Streamlining in Operations – Implementing QMS
In a fast-paced operations environment, the smooth allocation of tickets and tasks is critical for efficiency, client satisfaction, and team morale. However, the organization’s Onshore Account Managers and Offshore Delivery Teams were operating in silos with minimal coordination. Ticket distribution was manual, based on individual choices rather than structured allocation, creating operational bottlenecks and unhealthy perceptions among staff.
BACKGROUND
The operations team faced challenges in ticket distribution between Onshore Account Managers and Offshore Team members. Tickets were manually picked based on individual preferences, leading to perceptions of favouritism, uneven workload distribution, and inefficiencies in task execution.
OBJECTIVES
To establish a fair, transparent, and efficient ticket distribution system by implementing a Queue Management System, ensuring workload balance, adherence to SLAs, and elimination of bias.
CHALLENGES IDENTIFIED
Favouritism Allegations: Team members perceived unfair ticket assignments. Uneven Work Distribution: Some employees were overloaded while others had fewer tasks. Lack of Visibility: No real-time tracking of open tickets or resource availability. Inefficient Prioritization: Tickets were not being addressed based on urgency or queue time.
ACTION TAKEN
Implementation of QMS Introduced a centralized dashboard displaying: 🧩- Open tickets 🧩- Available resources 🧩- Ideal processing time 🧩- Active & last active team members Automated ticket assignment based on: 🧩- Priority (oldest tickets first) 🧩- Skill set matching 🧩- Real-time availability
KEY FEATURES OF NEW SYSTEM
✅ Transparency – Everyone could see ticket status and assignments. ✅ Fair Distribution – No manual picking; system allocated tickets automatically. ✅ Priority-Based Execution – Focus on SLA adherence by processing oldest tickets first.
IMPACTS & RESULTS
| Metric | Before | After |
|---|---|---|
| Work Distribution | Uneven | 100% Even |
| Favouritism Complaints | High | 0% |
| SLA Compliance | Inconsistent | 100% |
| Process Transparency | Low | 100% |
| Adherence to Queue Rules | Manual | 98% |
KEY BENEFITYS ACHIEVED
💬 Eliminated Bias – No more favouritism concerns:
By implementing a transparent and rules-based allocation system, task distribution became completely objective. This eliminated personal bias or favouritism in ticket assignments, ensuring every team member received work based on predefined parameters rather than perception. As a result, employee trust in the system and leadership significantly improved.
⚡ Improved Efficiency – Faster resolution due to structured prioritization.
A clear prioritization framework helped categorize and route requests based on urgency and complexity. This streamlined process minimized delays, reduced confusion, and allowed the team to focus on high-impact issues first — leading to faster turnaround times and improved overall service delivery.
🌟 Enhanced Team Morale – Fair workload distribution increased satisfaction.
Equitable workload distribution meant that no single team member felt overburdened while others were underutilized. This fairness boosted team morale, collaboration, and ownership. Employees reported greater satisfaction and motivation as they could now focus on performance rather than process fairness.
⏱️ Consistent SLA Performance – All tickets addressed within defined timelines.
With automation and structured workflows in place, adherence to Service Level Agreements (SLAs) became consistent. Every ticket was tracked, prioritized, and closed within agreed timelines, resulting in measurable reliability and stronger stakeholder confidence in the team’s delivery capabilities.
LESSONS LEARNT
🚀 Transparency is critical in team-based operations. 🚀 Automated systems reduce human bias and enhance productivity. 🚀 Real-time dashboards improve accountability and decision-making.
CONCLUSION
Implementing a Queue Management System (QMS), successfully transformed operations workflow into a transparent, fair, and efficient process. The results demonstrate how process automation and visibility can eliminate inefficiencies, improve team dynamics, and ensure consistent performance.