...meetings were held to make progressive outcomes for this case study updating information database from what had been accomplished since the last meeting and setting further tasks towards the final target. All references of published projects, data and facts had been verified before they were cited in this report. All members of the group contributed to the composition of this report. The task taken by each group members are as follows : Ravi Ochani worked on the details about the organization, its operational process and Scheduling techniques. Alaxandar Anandhan took up environmental background(internal & external) and Quality management followed in organization. Anith Abraham involved himself with the HR & Job Design and problem identification relating to the key 10 OM’s. Karthik Krishnanath was assigned with the Service Design, Inventory management and maintenance involved in the organization. Allah Bux took up the Layout and Location strategy. The solutions were discussed as a team and everyone’s opinion was considered before entering in to the report. Formatting and compilation of the report was done by Karthik and Alaxandar while Proof reading was done by Ravi and Anith. We hereby declare that by submission of this report: * No part of this work has been copied from any other person’s work except where due acknowledgement is made in the text; and * No part of this work has been written by any other...
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...unique personalities and motivations, often mixing in feelings of disappoint and/or anger regarding their particular situation (Ivancevich, 2010, p 392). Employees in customer service positions often perceive themselves as being “ineffective, unwanted or unneeded, without the tools needed to truly service customers.” As many customer service representatives are faced with the daily task of providing conflict resolution to often angry customers, it is very important that they feel empowered and trusted to make decisions that not only impact a company’s bottom line, but that also satisfies the customer’s original request or complaint (Ivancevich, 2010, p 393). Discussion of the Literature While many individuals utilize some type of customer service on nearly a daily basis, the majority of people do not understand the job competencies and necessary qualifications that are needed to be able to effectively handle inquiries and diffuse tense situations on a daily basis. In "An Empirical Study of Job Design in the Australian Call Centre Industry’ Bowden argues that the majority of customer service employees in call centers lack the necessary autonomy and authority needed in order to solve an issue directly without involving upper management. By providing employees with more direct individual authority, he argues that customers will receive...
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...Information System Assignment Part A: Information Management Needs Laudon and Laudon (1988) identified 4 levels of information users in the organization: workers, middle managers, senior managers and executive. In line with this, the author also presented a pyramid of systems which reflect the said levels of information users: transaction processing systems, management information systems, decision support systems and executive information systems, which is shown in figure 1. Thus, the four levels of information systems help these 4 levels of information users in different levels of the organization. Executives Senior Managers Middle Managers Workers/First Level Managers Figure 1 Four Level Pyramid Model (Information Users and Information Systems) Source: (Laudon and Laudon, 1988) The lowest level among the 4 information users is the worker. Workers need information that are related to short-term decision, thus focus on the transaction of the day-to-day business (Obermeyer and Pinto 2008). Thus, this level of users use transaction processing systems (TPSs) in order to deal with thousands or even millions of transactions with the customers and suppliers (Heathcote 2004). TPSs cope with well-structured routine processes and sustain many of the day-to-day operations of the organization...
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...Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities 8 • Reporting 8 • Agent Interface 8 • Supervisor Interface 9 7. Advantages of CosmoCall Universe™ 9 8. Architecture Overview of CosmoCall Universe™ 11 9. Selected partners of CosmoCom™ 11 10. Different Awards won by CosmoCall Universe™ 11 11. Why did the company choose this system 13 12. How the system was implemented 14 13. Issues faced by Legato due to CosmoCall Universe™ 14 14. Recommendation for Legato 15 15. Conclusion 15 16. References 16 Introduction: Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the telemarketing industry, and has been able to generate profitable revenue. In the past few years a few companies have engaged themselves in building telemarketing industries and take advantage of the minimum wage as well. Legato Services Limited is the pioneer Call Centre as well as a Hosted Call Centre Service Provider and is...
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...in ABSTRACT Assam, having highest maternal deaths in India demands attention to investigate the problems and provide appropriate solutions. We present a qualitative user study conducted with ASHAs (Accredited Social Health Activist) and ANMs (Auxiliary Nurse Midwife) in Amingaon, Kamrup District, Assam. The study aimed at investigating existing problems faced by ASHA members and ANMs', their work environment, their role in safe and healthy motherhood, relationship with pregnant women (PW) and family members, technology literacy and opportunities for Information Communication Technology (ICT) interventions to empower maternal health scenario. Two sub-centers (SC), one anganwadi center, one primary health center (PHC) and one community health center (CHC) were visited and observed. 6 one-to-one on-field interviews were conducted with ASHA members and ANMs. This paper presents research insights, findings and analysis of conducted on-field user research. It identifies problem & information gaps and proposes opportunities for technology and design interventions. They are mostly ignorant of any government schemes or health care measures during pregnancy. We intend to identify the opportunities for design interventions in the entire system with an aim to improve maternal and child health and ensure a safe and healthy motherhood. 2. BACKGROUND 2.1 About NRHM, PHC, Sub Centre As stated in the NRHM (2005-2012) Mission document, the National Rural Health Mission (2005-12) seeks...
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...Technology with the need to keep the cost of IT reasonable (atkearney.com, 2010). Telstra at its current growth phase faces host of different challenges in all sectors of its business. Network Management The Telstra has recently look to invest heavily on fast expansion of 4G network (Lemay, 2013). The decision for this expansion was taken to limit growth and reputation of its competitor Vodafone in the 4G race. This huge investment has led to expensive 4G tariff to existing and new Telstra customers when compared to its competitors like Optus. The reason for the above problem is due to poor network planning. According to Finchman and Kemerer (1999), introduction of new technology is always greeted with great sense of enthusiasm and enjoy widespread initial attainment, however it fails to be carefully deployed among many firms. They propose to have diffusion modelling curve to solve above problem. In a diffusion modelling curve Company should jot down the time they take for acquisition and deployment against cumulative adoption. The distance between the acquisition and deployment is called the assimilation gap. They suggest that in order for the technology to survive in the market company should carefully time the assimilation gap between Acquisition of the technology and deploying the technology to the market. Lesser the gap would lead to huge loss of resources and vast...
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...example of a company’s end products (the goods sold) not corresponding to their core product (the delivery service). While in theory being a retailer, Zappos sees itself as a service provider. Their core competencies lie in their customer service system (i.e. free calls), their straightforward and useful web interface, their excellent supply chain structure and the extensive return policy. In the following I would like to further explain two of them. Customer Service Zappos prioritises customer service in their business model. A lot of effort is put into finding, hiring and training the right people for their free call centres. These employees then help create an emotional impact with their customers. In order to be able to cultivate the reputation of the brand Zappos they are equipped with a great amount of freedom and a wide array of measures to help their costumers resolve problems. The revolutionary aspect of Zappos call centre? Efficiency does not matter. The focus lies on creating an extraordinary, memorable experience by engaging with people. This powerful marketing tool drives sales and makes customers return. Warehouse System When Zappos started acquiring inventory and managing their own warehouse they were faced with additional costs and challenges. They overcame these by introducing an unconventional warehouse system. A robotic system with movable shelves was put into place, which proved to be twice as efficient as static or carousel methods. There is a special aspect...
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...of Business & Technology (BUBT). Subject: Project proposal on call centre. Dear Sir This is a great pleasure for us to submit this successful Project proposal on “call centre” upon. We have tried our level best to find out the, Contribution and performance of “call centre” in Bangladesh. We would feel really great if these data are of any use. Finally we would like to thank you for valuable guidance & supportive in preparing this proposal. We would be grateful for any clarification when required and highly obliged if you approve this assignment and provide your valuable judgment on it. Md. Ataur rahman On the behalf of group member Acknowledgement We express our sincere gratitude and thanks to our program superior SK. Saifur Rahman, Lecturer in Management, Bangladesh University of Business & Technology for his brilliant and excellence guidance and assistance to complete this project proposal on call Centre. We also thank the Almighty for the kind blessing to complete the assignment. While preparing this assignment we have had help and assistance from several reports. Introduction Definitions of call centre 1. a centre equipped to handle a large volume of telephone calls (especially for taking orders or serving customers) 2. A call centre or call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support...
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...Assessment Centre > Introduction | Assessment Centre has a variety of definitions and these are based on its methodology of assessing a candidate’s performance and aptitude. Trained Assessors observe a group of candidates performing a variety of aptitude diagnostic procedures which provide specific information on the abilities and developmental capacity of each applicant. An Assessment Centre is actually a process applicants take part in and is not specific to any one location. Its popularity is also evident in staff growth plans where it is usually known as a Development Centre. These procedures are designed to ensure employee investment is maximised for both the organisation and the individual. Whilst the general process is very similar to Assessment Centres the subtle difference is that at a Development Centre you will be given feedback immediately and work with the assessor to agree a future plan. Many organisations use the expertise of an HR consultant to design the exercises to meet their specific role requirements and then to conduct the actual testing and assessment of candidates. These services come with a significant cost and that is why you will increasing face testing through an Assessment Centre as you apply for higher-level strategic and technical roles. The length of an Assessment Centre will vary from half-a-day to two full days and may be held on the employer’s premises, often within their own training facilities or on the premises of the organisations Human...
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...large orders caused many of the small orders to wait for a long time before being processed. As a result some deliveries of small orders were late. Roger Rhodes had faced many problems and the major problem is not having an efficient production line. The current production process is inefficient and disorganized. After consideration of several alternatives, we have found some major problems that occur in Eastern Gear Inc. The problem that have been analyse is the problem in term of raw materials, production flows, factory layout, poor quality control checks, unproductive way to rush orders and others The problems come from the process design that is inefficient. They also are lacking an organized quality control program. This has resulted in the doubling of production times and a six percent return rate on orders. As the president, he needs to take a responsible by doing actions to solve all the problems that occurred. The actions that should be properly working and give an efficient results. So Roger Rhodes as a President Rhodes should take many actions to have a good operation management for Eastern Gear and also need to think the ways for maintain Eastern Gear’s level of productivity. 2.0 Issues/Problems Arises 2.1 Major Problems Being Faced By Eastern Gear. Based on case Eastern Gear, Inc. there are some major problems that occur in the...
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...Vishakhapatnam. The results were not really encouraging. The profits were not as per their budget forecasts. Further, the decision of Meru Cabs’ entry in Tier II and Tier III cities would be based on the performance of their Vishakhapatnam operations. Sitting opposite Mr Rajiv, was Mr Ramesh Chandra, Engagement Manager of a well-known consulting company. Mr Rajiv had sought external help to analyse the problem, and this was the third day of their meeting. Mr Ramesh and his team had already performed some analysis and they had narrowed down the problem to that of efficient assignment. Today’s meeting was arranged so that Mr Rajiv can be apprised of the situation and the next steps could be discussed. All along, Mr Rajiv had been thinking that it was the problem of excess cabs and too few customers, which clearly was not the case. Both men agreed to the fact that Effective assignment was the missing piece in the puzzle and that, they need to come up with a software application which would facilitate that, and they were thinking about an effective way which would help them start tackling the problem. Meru Cabs - Background Meru Cabs was one of the first companies to launch metered "Radio cabs"...
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...M00___________ Word Count: 2250 Table of Contents S NO | Contents | Page No | I | Executive Summary | 3 | II | Background | 4 | III | Market Research Question (MRP) & Market Decision Problem (MDP) | 6 | IV | Research Design | 8 | V | Questionnaire Design | 11 | VI | Data Analysis | 12 | VII | Timescale | 13 | VIII | Appendix 1: Questionnaire for Survey | 14 | VII | Bibliography | 17 | I. Executive Summary The purpose of this report is to conduct a market research of Mashreq Banks relating to cold-calling of existing customers. Banks introduced cold-calling as an effective and efficient means of communication. United Araba Emirates (UAE) has banned banks from cold-calling since 2011, yet the rise of calls is rapid. The main aim of the research is to know if customers are pleased with strangers calling them, if the bank is gaining more through cold-calling and its impact on customer satisfaction. The marketing research used is divided into: * Analyzing customer’s reaction to cold-calling, * Qualitative technique using focus groups with Mashreq Bank. * Quantitative questionnaire with Mashreq Bank and customers. The above mentioned clearly states an overview of the research results and the major findings discovered during the research. II. Background Cold-calls have been one of the most disturbing and troublesome telesales processes to get their sales figures up. Cold-calling is (without prior contact or permission) an objective of making a sale or...
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...Web-Based Solution Overview of Business & Web-Based Solution In this paper, TNV Bank selects for this paper that is the imagined banks. This bank is established in the US and providing their banking products and services in the US and others countries. TNV related to the banking industry and it generates revenues through different ways such as interest, transaction charges, services fees and provides financial advice. The main method of generate revenue is charging interest on the capital and lending activities. This bank provides different types of the financial products and services of the customers including saving account, current accounts, personal loans, home loans, foreign exchange services, credit and debit cards, online and NRI Services, cash management, treasury services, insurance and investment options. The company's strategic vision is becoming largest banks of the US in terms of numbers of customers and generates revenues through reach and connects with the more people. The main stakeholders of TNV bank are board of directors, management, employees, shareholders, customers and government. TVN banks established its offices in the all major cities of the US to distribute its financial products and services of the customers. The company operations strategy is using latest technology to provide best services of the customers at the right place with less time. American Express, Ally Financial, Regions Financial, RBS Citizen Financial Group, BMO Financial and...
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...MIS IMPLEMENTATION IN HERO MOTOCORP. MIS IMPLEMENTATION IN HERO MOTOCORP. Introduction to Company Hero Motocorp Ltd., erstwhile known as Hero Honda Motors Ltd., is a two wheeler manufacturing firm based in New Delhi, India. In terms of sales volume, it moved to the top position as the largest manufacturer of two wheeler in the world in the year 2001. The company has successfully managed to maintain this position ever since. Forbes magazine, in 2006, has placed the company in 108th position in the list of 200 Most Respected companies. The company was incorporated as Hero Honda Motors Ltd. in the year 1984, as a joint venture between Hero Cycles Ltd. of India and Honda Motor Co., Ltd. of Japan. The Munjal brothers led Hero Group and Honda Motor Co. Ltd. each owned a stake of 26% in the company. Honda moved out of the venture in 2010 and shares held by it were bought by Hero Group. In July, 2011, the company was rechristened as Hero MotoCorp and it embraced a new logo. 18 months after the split with Honda Motors, the company approved the proposal of merging the investment arm of its parent company, Hero Investment Pvt. Ltd. Glimpse to the past: The 1980s saw the introduction of Hero Honda Motorcycles in the country that gained widespread acceptance with the average Indian motorcycle rider due to the low cost and fuel efficiency of the motorcycles. The company grew in double digits in terms of sales ever since its formation and occupied the top slot of two wheeler manufacturer...
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...Service TABLE OF CONTENTS Abstract ........................................................................................................................................... 3 Acknowledgement .......................................................................................................................... 4 Plagiarism Statement ...................................................................................................................... 5 Chapter I: Introduction to the Study .............................................................................................. 6 1.1 Introduction to the Problem ............................................................................................... 6 1.2 Background of the Problem ............................................................................................... 7 1.3 Statement of the Problem................................................................................................... 8 1.4 Statement of Purpose ......................................................................................................... 8 1.5 Rationale ............................................................................................................................. 9 1.6 Aims and Objectives of Study:........................................................................................ 10 1.7 Research Question ..................................................................................................
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