Dr. Rajesh K. Jain
Name: Pramod Paswan
Roll No.: 092137
1) What constitute OM in your work area?
Brief introduction about the organization and the project which I am handling
I am working for Gujarat Infotech Ltd., a leading IT services company in
Gujarat. The organization has basically deals with software development,
consulting, outsourcing, training and IT service providing. It head office is at
Ahmedabad and corporate office is at Mumbai, along with the one US office. I
am associated with this organization since 9 months. Since from the beginning
I am working on a project known as e-courts.
In this project I have to work at client office for daily activities. The project, e-
courts consists of computerization of courts. This includes providing laptops to
judicial officers, computer hardware to all staff, server installation, broadband,
Wi-Fi, maintenance, backup, training, digital signature, bio-metric scanning
along with the online case details, judgment, hearing, orders etc, on the web
based application prepared by NIC.
Processes involved in job activities
As a project coordinator our role and responsibility are very critical. We have to
coordinate with the client’s heads, who are policy and guideline maker for the
whole project. We have to follow strictly those policy and guidelines. As per the
guideline we have take care of the activities of each and every task to get it
done within the stipulated time.
All the related hardware is ordered by project committee. Soon after receiving
these we have to follow up with the hardware manufacturer for installation.
Similarly for printers, scanners, multifunctional devices, servers, networking
etc., we have to coordinate with the vendor of complete installation. We have
also to provide broadband and Wi-Fi internet services to all judicial officers to
court premises as well as their residence. We have also look after and
coordinate with the ISP’s for better connectivity and smooth functioning.
After installation on all the hardware, the next main task is to deliver or
execution, which consists of training to judicial officer and staff of various
departments. Training include basic training to beginners, customized
application for case entry, daily activity report generation, judgment, orders,
account data entry, payroll, admin application, proper and optimum utilization
of hardware resources.
The main challenges which I am facing currently are: training for beginners,
i.e., as they are government employee, so most of them are computer illiterate.
The second main and extensive challenge is technology compatibility of
computer known employees. Most of the employees are known of only Microsoft
technology, but in this project we are using open-source technology, i.e. Linux.
In the meanwhile in daily activities we have also deal with the daily solution,
support and maintenance, which is one of the main tasks.
In the below diagram, it shows the processes involved the in the project which I
am currently working on.
Guidlines, policies, coordination,
INPUT PROCESS OUTPUT
Review, progress report,
satisfaction level report
2) What are the problems in current working?
Below are some brief descriptions of the problem involved in current scenario:
(a) Input delivery: Since we are in service delivery, so each and every input
which is needed should be reached to us on time. Any delay will lead to
delay in output. Many times we face this issue of late receiving of
hardware, networking materials and orders for implementation.
Basically, all input hardware or any guideline comes from e-committee,
which consists of government authorities, which have very steady rate of
execution leads to delay in delivery. This causes delay in our execution
and effect our planning. The orders for hardware and other materials or
any kind of training orders comes very late. This cause delay in delivering
our services and support along with the solution.
(b) Rigid attitude: Most of the government employees think that the process
that they were following was much better than current scenario. They
believe in manual work rather than through computer or technology.
Some of them are in retirement stage of having 2-3 years of retirement,
so they believe that they doesn’t require to adopt the technology or
computer are they are no more after few year. Even few employees who
are younger and unknown of computer they also deny to accept changes
in work environment. This is the major issue which we face and it is very
difficult to convey them to use new technology.
(c) Task driven authority: One of the major issues in our current project is
that there are many authorities who are involved in this project. There is
always possibility of mismatch in decision making, planning and
execution. This also lead lack of coordination and communication or
concurrency. If the decision taking authority/process is simplified than it
could make great difference in process and output. Many a times this is
the major factor to delay our process. Decision taking, monitoring and
execution should be take care by different person/team. This will lead us
to execute in time and efficient way.
(d) Late delivery/execution: Due to input delay, we always face problem
while delivering services on time. Some time due to delay in orders or
permission leads to delay in execution.
(e) Customer Dissatisfaction: The in-house users are the customer in my
organization. As we deal with the client side so their employees are our
customer. Their main factor of dissatisfaction is the delays form the top
management for any orders, decision, planning and any kind of
information and updates. Lack of proper channel of delivery leads to
3) Given the authority to you to tackle problem, what would you
If I would be authorize for handling the process and execution I would
recommended following suggestion in the desired department.
Procurement (Purchasing) Practices
There should be proper guidelines for the purchase from suppliers and vendors
for materials like computers, networking materials, printers etc. These should
deliver to the respective location with in the stipulated time. A very strict and
rigid SLA should be needed to follow on the process.
Management Control and Coordinating Function
Keeping goal of the organization we should focus on the proper and optimum
utilization of technological resources in effective and efficient fashion. This can
be only achieving by proper monitoring and reviewing. Taking feedback from
the customer will enhance the utilization of recourses. Proper training and
involvement will also lead to improve the utilization.
Since we are in service industry so we mainly focused on customers and their
satisfaction. Innovative creation, development, distribution and involvement
leads to better service delivery. Creative sessions, trainings, questionnaires,
reviews will help us to serve better. I would make these changes and involve
customers by proper communication and feedback.
Benchmarking and Total Quality Management will result in advancement in
operation service management. Continuous improvement and re-engineering
will also help us to deliver services in time and effective and efficient. This can
be only achieved by proper guidelines and benchmarks for monitoring. I would
take scheduled feedback from customers for quality improvement and
This can lead better service delivery. Some time we require urgent hardware
need for fluent processes, that time we don’t have proper stock of that required
materials. If we can manage some hardware material for stock, that can be
used in crises moment.
Apart from the above IT service management can also help to improve process.
There are three kinds of IT management frameworks:
1. Service Management - models describing how the pieces of an
organization can "fit together" to deliver better IT services;
2. Project Management - Process descriptions of how to deliver new
services - applications, processes, services;
3. Improvement Models - Descriptions of how best to deliver new services,
etc given the current state of the organization. These models outline
sequenced representations of the organizational capabilities necessary to
obtain the described framework at various maturity levels. IT Service
Management is usually used with other types of management systems
including Total Quality Management (TQM), Six Sigma, CMMI (Capability
Maturing Model and Integration), and Business Process Management.
4) What would you see that solution suggested by you will not work?
I. The wrong group is targeted. This means if we selecting those employees
who are not willing to adopt or opposes the change in environment. It will
make our services and input waste. This will be the major cause of
failure of my recommendations.
II. A weak positioning strategy is used. Any weak policy or strategy will also
lead to failure of the project delivery and services. It may be good or
better strategy for me but may not for all.
III. A less-than-optimal "configuration" of product or service attributes and
benefits is selected. Less effective service or we can say less productive
service can also lead to failure. As they are not for long run.
IV. The advertising campaign generates an insufficient level of new
product/new service awareness. Generating awareness and advertizing
can lead to success else can lead worse. Loose or lack of awareness will
make me failure.
V. Over-optimism about the marketing plan leads to a forecast that cannot
be sustained in the real world.
VI. The marketing plan for the new product or service is not well
implemented in the real world.
VII. The marketer believes that the new product and its marketing plan has
died and cannot be revived, when, in fact there is the potential for