Service performance index of Admissions process

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Service performance index of Admissions process

  1. 1. 2012 GROUP 2 Anamika Chakraborty F110XX Elizabath Eappen F11076 Sherin Thomas F11XXX Swarupa Rani Sahu F11XXX[SERVICE PERFORMANCE INDEX:LIBA F11 ADMISSION]
  2. 2. OBJECTIVE: To calculate the service performance index of LIBA Admission process for F11 batch APPROACH The aspects that are important for providing quality service by the LIBA Admissions department are listed. These aspects are to be avoided for better service of customers of LIBA. The aspects to be avoided are identified as: 1. Slow and not user friendly website 2. Inadequate Information in LIBA Website 3. Complex and Confusing content in Website 4. Application forms in local banks that has less presence in India 5. Glitches in online application gateway 6. Non availability of assistance through help line Customer care 7. Incorrect Helpline No, email address provided to applicants 8. Biased and Incorrect attitude Interview Panel 9. Wrong scheduling of timing and place for GD/PI for shortlisted candidates 10. Missing acknowledgment mails to students calling for GD/PI 11. Long waiting time for GD/PI in slots scheduled 12. Late Declaration of Results 13. Lack of transparency to candidates put under waiting list 14. Delay in processing applications 15. Money not refunding on cancellation of admission by applicants 16. Lack of acknowledgment receipt of successful delivery of application form to applicants These aspects are given weightage with most important given 10 and least important given 0 These aspects are rated by taking inputs from F11 batch students Finally, the consumer rating is converted into index CALCULATIONS SERVICE PERFORMANCE INDEX - LIBA ADMISSIONSSlno Factors Weight Rating 1 Slow and not user friendly website 8 0 2 Inadequate Information in LIBA Website 7 0 3 Complex and Confusing content in Website 6 0 4 Application forms in local banks that has less presence in India 9 0 5 Glitches in online application gateway 8 0 6 Non availability of assistance through help line Customer care 5 0 7 Incorrect Helpline No, email address provided to applicants 7 0 8 Biased and Incorrect attitude Interview Panel 7 0 10 9 Wrong scheduling of timing and place for GD/PI for shortlisted candidates 0
  3. 3. 10 Missing acknowledgment mails to students calling for GD/PI 5 011 Long waiting time for GD/PI in slots scheduled 3 012 Late Declaration of Results 9 013 Lack of transparency to candidates put under waiting list 6 014 Delay in processing applications 4 015 Money not refunding on cancellation of admission by applicants 5 0 Lack of acknowledgment receipt of successful delivery of application form to 216 applicants 0 Service Performance Index 0 CONCLUSION The Service Performance Index for LIBA Admissions service is calculated as XXX

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