ZOYA- an AdTech company, is growing rapidly in size and business. Its core value being, 'customer delight', it strives hard to fulfill customer needs come what may! They started 5 years ago with the team size of 5 and now they're 100 people strong team. They plan to double this number in next one year. There are 7 teams which cater to 30 clients across verticals such as E-commerce, BFSI, entertainment, real estate etc. on daily basis. The clients may be active on more than 1 platform. For the same purpose, for internal tasks and client requests, they use a ticketing tool- (Something like OTRS/Freshdesk) where managers or clients cut tickets for the team for daily tasks and team works towards resolving them. The quarterly goal is to solve 95% of the tickets within SLA. Unless all teams do not meet these targets, the quarterly bonuses will not be paid out to the employees. You, as the Business Operations Manager are required to write a plan to improve the number and quality of tickets closed within SLA, and present to the management team. Your presentation can include some insights, such as: 1. How teams are performing 2. Is there a trend which you could spot for tickets closing outside SLA? 3. What could be the root cause? 4. Based on your analysis of the situation, what would you recommend to ensure all teams meet their quarterly ticketing SLA targets? 5. Apart from closing tickets on time, how would you also ensure that the tickets are closed with minimum number of errors? You can use the information provided in the annexure. You are expected to call out the assumptions you've made.