Amol project report27.10

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Amol project report27.10

  1. 1. EXECUTIVE SUMMARYPROJECT TITLE:“To study the service quality and control of Paramhansa Public Information CenterPvt.Ltd.(PPICPL)”OBECTIVES OF STUDY: • To find out level of Convenience Company provides to the Customers. • To analyze the importance of service quality and control. • To find out customer need.SCOPE OF STUDY: • Study will be related to Districts/ Cities of Maharashtra State only • Provide recommendations which would help in reconciling the processes.RESEARCH METHODOLOGY:1.Data collecton methodPrimary Data: - Primary Data is being collected during the course of asking questions by doingsurvey.Secondary Data: - It is already available in the form of print material, website, journal, etc. So, Igot information from Internet, Newspaper and books.2.Research InstrumentThe resaerch instrument:Questionnaire and interview.The respondent:customers.3.Sampling Design:Sample unit: Sample Unit was consumers. So it is clear that Sampling Unit is nothing butthe variable to be studied. 1
  2. 2. Sample frame: The entire list, which contains the sample unit, is known as sample frame. Inthis case the sample frame was Pune City.Sample size:Sample size – 100 customers.Sampling method:Non-probability sampling.LIMITATIONS: • Lack of time on the part of respondents. • Language barrier was a problem in some cases.FINDINGS: • It is found that more custumers are satisfied about companies product quality range. • It is found that „companies provided services are convenient‟.SUGGESTIONS: • The companies service quality and control is important for customer, so that it is suggest that the company need to more improvement in service quality for maximizing the more customer. • The performance of services are good not excellent, so it is suggest that company need to improve their performance.CONCLUSION • Maximizing the benefits provided through sound customer service policies ensures that the satisfied consumer will express his satisfaction to others and assist the company in continuing to grow their client base through acquisition of customers who are dissatisfied with the level of service they obtain from the organizations competitors. 2
  3. 3. OBJECTIVES OF THE PROJECT• To analyze, means of maintaining various service qualities.• To find out level of Convenience Company provides to the Customers.• To analyze the importance of service quality and control.• To find out customer need.• To find out the performance of service quality.• To make the plan for service recovery. 3
  4. 4. SCOPE• Study will be related only to Services provided under Paramhansa Public Information Center.• Study will be related to Districts/ Cities of Maharashtra State only• Sample study of several E-governance undertakings to assess their maturity• Provide recommendations which would help in reconciling the processes 4
  5. 5. COMPANY PROFILEName of the company:-PARAMHANSA PUBLIC INFORMATION CENTER PVT.LTD.(PPICPL)Mission Statement: “Allegiance towards being a catalyst in E-governance through non-pareildedication for achieving excellence in civic services along with a receptive,accountable, up-to-date, undemanding, and crystal-clear Administration. PPICPL believes that e-Governance is a majestic opportunity for the upliftmentof masses by committing to be citizen-centric, proffering cost-effective services andenhancing governance through a superlative access to accurate and impeccableinformation. Thus, e-Governance is no more an experiment in administrative reformsbut an eternal part of the governing process in its entirety. And, for both the governmentorganizations and the citizens, the benefits of E-governance far outmatch the totaloutlays incurred in establishing the e-governance modules.COMPANY LOGO:-OVERVIEW OF PPICPL: Paramhansa Public Information Center Pvt. Ltd., hereby termed as PPICPL,envisions to set-up over 300 Citizen Facility Centers across all 35 districts and 395talukas across Maharashtra state. 5
  6. 6. Each center would have 6 personnel disbursing information about central andstate government schemes, Right to Information (RTI), Intellectual Property Rights(IPR) and Free Legal aid.The working of each center would be based on two modules:-Government to Citizen(G2C) and Business to Citizen (B2C). G2C-The CFC would also facilitate more than 100 government Affidavits andcertificates such as Income Certificate, Domicile certificates, 7/12 and 8A, Three Yearincome certificate, Nationality certificate etc. B2C-The CFC would facilitate various B2C services such as E-ticket booking,mobile recharge, e-billing, e-tourism etc Some of the ideal aspects of PPICPL include:- Quick redressal of public grievances Common registry of letters for all sections of the offices Online pendency monitoring of all the services To provide services after hours as well as on holidays in order to save time, money and energy of the citizens 6
  7. 7. ORGANIZATION CHART Paramhansa GroupParamhans Paramhansa Paramhans Paramhans a Paramhans Public a Tours and aCybernetic a Hotels Information Pvt. Travels Propertiess Pvt. Ltd. Ltd. (PPICPL) DIRECTOR CEO PROJ. MGR. CENTRAL ADMIN TEAM DICO TICO AICO LO CK PN 7
  8. 8. LOCATION PRODUCT RANGE AND VARIETY:- PPICPL E-governance citizen facilitation centers (CFC) would be set up acrossall the 35 Districts and 395 Talukas of Maharashtra state.Each CFC would have 6 personnel: • District Information Control Officer ( DICO) • Taluka Information Control Officer (TICO) • Assistant Information Control Officer (AICO) • Liasoning Officer (LO) • Clerk(CK) • Peon (PN) The CFC would be responsible for giving information regardinggovernment to citizen (G2C) and Business to Citizen (B2C).The various G2C services would be: • Central and state Government schemes • Right to Information (RTI) • Intellectual property Right (IPR) • Free Legal Aid • Govt. Affidavit and certificatesThe various B2C services would be: A) E-Billing:- • Electricity Billing • Mobile Recharge, • DTH Recharge, • Tax payment B) E-Booking • Train Booking • Bus-Booking • Tours and Travelling • Flight booking 8
  9. 9. C) GPS-Direction and placesList of the competitors: • SETU • Maha-e-seva • KDMC (Kalyan-Dombivali Municipal Corporation) • LokMitra • E-Chaupal • DrishteeBRANCHES AND OFFICES:-The central office of PPICPL is located at- 104, SWAROOP COMPLEX, OPP. KALMADI HOUSE, KARVE ROAD, PUNE-04 PPICPL E-Governance citizen facilitation centers (CFC) would be set up across allthe 35 Districts and 395 Talukas of Maharashtra state. 9
  10. 10. MILESTONE OF ACHIVEMENTS OF COMPANYMONTH ACTIVITIES 0- 6 Provide information across entire State of Maharashtra. 6 - 12 Setting up of CFC across Beed district / training Of employees for providing services. 12-18 Setting up of CFC across Marathvada region/training of employees. 18-24 Setting up of CFC across Khandesh region/training of employees.24- 30 Setting up of CFC across Vidarbharegion/training of employees30- 36 Setting up of CFC across Kokanregion/training of employees 36-41 Setting up of CFC across pachim Maharashtra region/training of employees. 10
  11. 11. ABOUT THE PROJECT “TO STUDY THE SERVICE QUALITY AND CONTROL OF PPICPL” Customers form perceptions of quality during the service transaction - howeffectively and efficiently the service was delivered and the speed and convenience ofcompleting the transaction. Finally, customers evaluate support activities that occurafter the transaction that is post-sale services. Service quality can also be defined according to both the what and how aproduct or service is delivered. Technical Quality is concerned with the outcome of the delivered product orservice. Customers use service quality attributes such as reliability, competence,performance, durability, etc. to evaluate technical quality.PROPOSED E-GOVERNANCE SERVICES: Through its ambitious social undertaking, PPICPL envisages serving thecitizens by providing myriad services to citizens through its citizen facility centers(CFC‟s). A retrenched list of some of its idyllic aspects is a below:- 11
  12. 12. SR MAXN NAME OF THE CERTIFICATE DURATIONO (IN DAYS)1 Age/Identity Certificate 32 Cultural activities license 13 Arms License renewal 104 Hotel License 105 Temporary Cracker License 156 ( ) 37 - , 78 / 309 1010 ( . .) 9011 ( ) 712 Stone Mining license 1513 1014 Stone crushing license 1015 ( ) 716 / 1517 / / / 1518 719 1020 721 ( . . .) 722 3 12
  13. 13. 23 324 325 ( ) 726 1527 ( ) 728 ( ) 729 ( ) 730 Income Proof 331 Income Proof (3 yrs) 332 Non-creamy layer certificate 1533 Domicile Certificate (15 yrs) 334 335 236 ( ) 3037 / 3038 3039 ( ) 3040 ( ) 1541 1542 743 744 ( .1 ) 245 ( ) 6 13
  14. 14. 46 1547 748 249 1850 1551 3052 3053 . 1554 2155 ( ) 18056 ( ) 9057 ( ) 6058 - 159 1560 ( ) 561 . . 1562 . . . 1563 . . . . 1564 . . . 1565 . . 1566 ( %) 1567 1568 Renewal of Non-creamy layer certificate 12 14
  15. 15. 69 Birth/Death certificate 370 1571 OBC 1572 373 Landless Farmers certificate 374 3 /75 35 .76 3077 4078 2079 2080 2081 2082 2083 2084 2085 20 /86 2087 20 15
  16. 16. 88 2089 2090 2091 79293 4 (2) 894 4 (2) 895 896 897 898 899 30100 30101 30102 15103 ( ) 3104 ( ) 3105 . ( ) 3 16
  17. 17. THEORETICAL BACKGROUND Service:“A defined capability or set of deliverables aimed satisfying a defined requirement,using resources (people, things and tools) and following a defined delivery process.”“A service can be thought of as the persistent availability of a delivery capability whichmay be leveraged via transactional exchanges or subscription that may or may notresult in physical deliverables and/or tangible and intangible benefits to the entityutilising the service.” Service Product:You should realize that the business planning and business development approaches areusually much more comprehensive and in-depth than the “build it and they will come”and seat-of-the-pants approaches to product or service development. The businessplanning and business development approaches form the foundation for goodmanagement because the approaches are likely to ensure: More accurate understanding of target markets and their needs. Higher quality of service by focusing on what you do best. More effective and efficient operations in your organization. Increased financial resources. Better use of financial resources. More freedom and choices of resources to meet the needs of various target markets. Improved coordination between executives and product personnel. Better relationships with customers and other external stakeholders. Enhanced credibility with customers and investors. So, rather than thinking of business planning or business development as processesto develop new products and services, you might benefit best from thinking of thebusiness planning and business development processes as activities required for goodmanagement.Characteristics of Service as a Product: QualityProduct-oriented organizations tend to think of customer service as a process customerservice simply in terms of providing “friendly employees.” Customers think of thecustomer service, and really all services, from a different perspective. Customersperceive service as a product and have expectations as to whether its features meet orexceed expectations or completely fail to live up to their needs. If you call a customerservice call center and can‟t get to a “real person” and you expect to get one, then yourexpectations haven‟t been met. If you call for technical assistance and can‟t get ananswer to your question, again expectations aren‟t met and “quality” ratings decline. 17
  18. 18. Based upon the nature of customer viewpoints and behaviors, quality of service istypically measured by the customer in terms of the “products” the customer expects toreceive. Thus it is important for every organization, especially service organizations, todetermine what customers expect and then develop service products that meet orexceed those expectations.Five Dimensions of Product and Service QualityThe quality of tangible products is usually a straight-forward determination; forcustomers, making a comparison between physical products is a matter of feature-to-feature analysis. The challenge for customers, and thus for organizations, lies inevaluating service quality, which may be the only way customers truly differentiatebetween one complete “product offering” and another. For this reason, organizationsand their marketers live or die by understanding how consumers judge service quality.The five dimensions of product service quality are: Physical ability and capability to provide service Consistency and reliability of service Responsiveness and willingness to provide service Knowledge and competence of employees providing service Empathetic concern for the customerThe majority of customer criteria are intangible. Regardless of whether the dimensionsare tangible or intangible, the customer has two levels of expectations: desired andacceptable levels. The desired level is what the customer really wants. The acceptable level is what the customer finds to be the “reasonable” level ofperformance. Anything in between acceptable and desirable is what the customer willtolerate. To achieve that range between acceptable and desirable, each organization hasto establish: Product and service quality specifications Employee performance metrics Product performance and quality metrics Clear definitions of customer expectations Service process management Service process metrics On-going, interactive customer orientation Iterative process monitoring, controls, and corrective action procedures To be in business to provide a product also requires providing service. To be inbusiness as a service provider requires recognition of the two components of theservice: the service as the product and the service in support of the product. Everyorganization provides services in support of their “product.” Those services are anintegral part of customers‟ buying decision and satisfaction, the loyalty, and the price 18
  19. 19. they will pay. Ultimately, the total product/service “package” is what the customerlooks for and evaluates; when an organization gets it right they are successful at everylevel. When things go wrong, then it is disastrous for the bottom line.QUALITY SERVICE CONTROL Quality service control becomes the eyes for your organization. QSC reportsgive you a detailed accurate critique of your entire operation. Our reports give youinvaluable information on the positive and negative aspects of your team - insuringyour guests will come back. Quality is the key to a successful business in America. Quality of product,quality of service and quality of execution is essential for your business to thrive,maximize profits and put your customers first. Now you can evaluate the level of your companys product quality and servicein an accurate and professional manner. At QSC, we help you to get the right answer bybeing a second set of well-trained eyes when you are not present. QSC provides a wide range of services, addressing the special needs of yourbusiness. We develop programs for effective training and motivation of your staff, andimplement tools to measure and monitor their performance. Our services can help youcreate "real life" positive behaviors throughout your company that can be the answer toyour quality service concerns.QSC continues to be the "First Choice" of Mystery Shopping Services throughout thecountry and beyond offering professionalism and integrity.Quality:Quality must be defined simply and unambiguously as “Conformance to requirements”if we are to ever improve our delivery capability and consistently satisfy and delightour customers. Quality is not a relative measure of goodness. Any such definition ispointless as it does nothing to help us to understand how it is that we are to deliverwhat our customers expect and require.Products are tangible. You can buy pork as a tangible product. You buy it, you ship itand sell it. In the same way as you buy stamps, cigarettes and cars.The ownership between products and services is different. A stock could be called afinancial product that you own. You can place a stock order which might result in atransaction later on. Your bank services a depot fee for saving you a lot of work. Youcannot own a service. 19
  20. 20. Where the product is much more standardized, the service is tailor-made. Companiesdifferentiate in offering products and services, but the variations between similarproducts of different producers are less prominent than the variations between services.You can count products in the same way as you can count your money (or have yourbank service you this information). A service is not countable, but is "leveled;" betterthan the best service is not possible. There is a limit in what a service can offer.A product is produced by a manufacturing process. A service is offered by the utilityelement of companies; you subscribe to a service in the same way as you subscribe toyour gas and electricity supplier.And this brings us to the essential of these differences; changing from one (productapproach) to the other (service offering) is very complex, because of the last mentioneddifferences. Not only the process is different but the style change you need to supportthis change. How quality differs from product to service: 1. Product Quality The quality of a product means how good is it. Product quality is a measure ofhow well a delivered product meets the customer expectation. This depends uponvarious factors which are not the same for all products. 2. Service Quality The Service quality involves a comparison of expectations with performance.Service quality is a measure of how well a delivered service matches the customerexpectations. Product quality is usually termed for manufacturing organization and servicequality is usually termed for service organization. Quality in manufacturingorganizations is often different from that of service organizations. Manufacturingorganizations produce a tangible product that can be seen, touched, and directlymeasured. Therefore, quality definitions in manufacturing usually focus on tangibleproduct features. The most common quality definition in manufacturing isconformance, which is the degree to which a product characteristic meets presetstandards or specification. Other common definitions of quality in manufacturinginclude performance. In contrast to manufacturing, service organizations produce a product that is intangible.Usually, the complete product cannot be seen or touched. Rather, it is experienced. Theintangible nature of the product makes defining quality difficult. Also, since a service isexperienced, perceptions can be highly subjective. In addition to tangible factors,quality of services is often defined by perceptual factors. Other definitions of quality in 20
  21. 21. services include time, the amount of time a customer has to wait for the service; andconsistency, the degree to which the service is the same each time. For these reasons,defining quality in services can be especially challenging. Whatever is the industry manufacturing or service, product quality and service qualityis interlinked, It has seen that companies rated highly by their customers in terms ofservice can charge higher than rated poorly. People will go out of their way and paymore for good service. Most of the complaints registered are because of the qualityservice but not of the quality product. Improving quality in service is a key tocompetitive success in any business. No doubt quality of product has impact on thebusiness but without quality service, product quality has little impact on business now aday.SIGNIFICANCE OF SERVICE QUALITY AND CONTROL 1) It is significant to provide time and effort on how you are going to improve your products and services,it is still the customers who establish the future success of a business. Therefore, consumer service enhancement is very important if you would want your business to prosper. 2) Customer service is a key factor in achieving business success. It can either make or break your business. This is for the reason that the entire business plan, marketing strategies, sales and profits will solely depend on its impact on the customers. Essentially, you are in business to generate revenue through selling your products to people who are in need of these services. 3) You should always give importance on service circumstances affecting your customers. 4) Strategies in marketing and sales will greatly help in attracting new customers for your business but it is amazing consumer service that keeps people coming back for more. 5) This provides each business to offer consumers quality service in which they can be known for. In this way, they are able to differentiate themselves from the competition. 6) There is a continuing change in customer demands in recent years so it is your job as a provider to offer a satisfaction program for your customers. This program will help you gain additional customers and retain them for a very long time. 7) Every business management must recognize the reality that consumer service is imperative in the success of their business. This will ensure your customers loyalty and commitment to your business. 21
  22. 22. RESEARCH METHODOLOGY Research may be defined as the search for knowledge through an objective andData Collection: - There may be different types of information and data some of the informationmay be published while some is unpublished. Some is complete or incomplete andsome is reliable and some is biased. It is necessary for researcher to know the kind ifinformation, which is usually employed in marketing research work and types ofsources from which, it is generally collected. The research problem decides nature ofsource of data. They may be secondary and primary data.Primary Data: - Primary Data is being collected during the course of asking questions bydoing survey. It is obtained either through respondent, either through questionnaire orthrough personal interview. I have collected primary data through questionnaire as wellas personal interviews by visiting them at their places.Secondary Data: - It is already available in the form of print material, website, journal, etc. So,I got information from Internet, Newspaper and books.Research Instrument: - A structured questionnaire in the research process, which was carefully,designed keeping all objectives in my mind. Most of the questions in questionnairewere close ended in nature.Sampling Plan: - The process of collecting observation from the element form the element ofa large population may be expensive, time consuming and difficult. It will be cheaperand quicker to collect information from a sample plan and population.A sample is fraction of subset of population through a valid statistical procedure so thatit is regarded as a representative of entire population. The valid statistical procedure of 22
  23. 23. drawing sample from population is called Sampling. Sampling must consists offollowing elements:Sample Unit: Sample Unit was consumers. So it is clear that Sampling Unit is nothing butthe variable to be studied.Sample Frame: The entire list, which contains the sample unit, is known as sample frame. Inthis case the sample frame was Pune City.Sample Size: The larger the sample the more accurate the result would be. But, it is notfeasible to survey the entire target population and even the substantial portion of it.In this project, being aware of time constraints sample size was restricted to 100customers.Sample Method: The research process used non-probability sampling,(?) which involves asample, which represents the universe.Contact Method: Personal Interviews are those in which an interviewer obtains information fromrespondents in face-to-face meeting. The method of collecting information throughpersonal interview is usually carried in a structured way. So, for my research processpersonal interviews of customers was taken with the help of questionnaire. 23
  24. 24. DATA ANALYSIS AND INTERPRETATION 1. Are you satisfied with companies product range? 1. Satisfied 2. Unsatisfied 3. More satisfied 4. More unsatisfied Table No.1 Decision Respondent Percentage Satisfied 40 40 % Unsatisfied 20 20 % More satisfied 30 30 % More unsatisfied 10 10 % Total 100 100 % 10% 40% Satisfied 30% Unsatisfied More satisfied 20% More unsatisfiedINTERPRETATION:-During the observation of customer decision, there is 40%customers are satisfied about our services. Their is small quantity of peoples unsatisfiedand more unsatisfied. 24
  25. 25. 2. What do you think, “companies provided services are convienent for you”? 1) Yes 2) No Table No.2 Decision Respondent Percentage Yes 70 70% No 30 30% Total 100 100% 30 70 Yes NoINTERPRETATION:- In above figure we see that 70% peoples known theinformation about Information center, and remaining 30% are unknown about thatcenter. 25
  26. 26. 3. Do you agree, the companies service quality and control is important for you? 1) Agree 2) Disagree Decision Respondent Percentage Agree 80 80% Disagree 20 20% Total 100 100% Agree Disagree INTERPRETATION: As per above graph we found that 80% customers are agree on the service qualities importance and remaining 20% are disagree. 26
  27. 27. 4. Do you agree, the companies provided services are needed? 1) Agree 2) Disagree Decision Respondent Percentage Agree 75 75% Disagree 25 25% Total 100 100% Agree Disagree INTERPRETATION: As per above graph we found that 75% customers are agree on the companies provided services are needed and remaining 25% are disagree. 27
  28. 28. 5. What do you think about the performance of service provided by company? 1) Average 2) Good 3) ExcellentDecision Respondent PercentageAverage 30 30%Good 50 50%Excellent 20 20% Average Good ExcellentINTERPRETATION:As per above graph we found that 30% customers said that companies service quality isAverage, 50% are said Good and ramaining 20% says Excellent. 28
  29. 29. 6. Do you have any suggestion to improve the customer service quality? Suggestions Respondent Percentage Affordable price 55 55% Convenient place 45 45% Affordable price Convenient placeINTERPRITATION:-A quality customer service program makes a company stand out from competitors whomay not place as much emphasis on taking care of the customer. In fact, programsdevoted to placing customers at the forefront can help you achieve repeat sales and getfree word-of-mouth advertising from loyal customers. Maintaining quality, above-average customer service levels is crucial for business success. 29
  30. 30. 7. What do you think which is the best decision to Achieve Quality Control? Decision Respondent Percentage Positive Results 45 45% Minimize Cost 30 30% Minimize Time 25 25% 50 45 40 35 30 25 20 15 10 5 0 Positive Minimize Minimize Results Cost TimeINTERPRETATION:-Quality control ensures a product or service is consistent in all aspects and satisfiescustomers. The quality of a product or service can define an entire business anddetermine if the business will thrive in the community. A lack of quality control canlead to a negative view of a business and decrease its customer base. A plan for qualitycontrol should begin with top level management and include all of the employees of abusiness. 30
  31. 31. 8. Which factors are responsible for Maximum Usage of services? a) Service Quality b) Quality improvement c) Combination of both ACCORDING TO CONSUMERS Factors Respondents Percent of Factor responsible for Usage Service Quality 55 55% Quality improvement 35 35% Combination of both 75 75% Service Quality 20% Quality Combination of improvement both 20% 60%INTERPRETATION:-From the above bar diagram it was observed that according to 75% of Customers;combination of both i.e. Service quality + quality improvement is responsible for thesales and the profitability of the product. In association with the proper service qualityare also important. Only 55% and 35.% of customers were viewed individually for theservice quality and the quality control respectively. 31
  32. 32. 9. Does season have any impact on Service? a) Yes b) No Opinion Respondents Percent Yes 80 80% No 20 20% Total 100 100% No 4% Yes 96%INTERPRETATIONAccording to customers; there is highly impact on Service quality due to changes inseason.Example: Services should be highly provided in the season of educational studentsstarts their education they have need to sufficient documents, as well as anygovernment scheme happened then the peoples have need to documents. 32
  33. 33. SERVICE RECOVERY PLAN Poor communication often impacts on customer service:• PLAN for complaints: be ready. No one is perfect so despite on service offering and plans for excellence, there may be occasion where you can identify the potential for things to go wrong, or standards to slip so be aware of them.• PRESERVE the existing relationship with our customer, not your profit. Make the customer happy NOW. Do this by handling all complaints with a positive attitude.• RESOLVE all complaints quickly. If you know there‟s going to be a delay, acknowledge it and inform the customer that you‟re making it your priority. The longer you make them wait, the less responsive they are likely to be.• BE PROFESSIONAL & COURTEOUS. Even when a customer is not. Complaints are often hostile because they are so emotive and the anticipation is that of resistance so disarm the emotionally charged customer with courtesy.• TAKE FULL RESPONSIBILITY - even if it‟s not your fault. Apologise for the inconvenience and inform them what caused the problem. Much of the frustration from complaints is due to the customer not knowing what is going on. The focus should be on what has happened to the customer and what is going to be done about it, not on shifting blame.• COMPENSATE the customer for their inconvenience in a suitable way that would appease them. Solve the problem and reward them for highlighting the problem. Make them remember the special attention you give them rather than the problem they had in the first place.• FOLLOW UP every complaint. After solving the problem, make a point of checking with the customer about a week later that they are still satisfied. If they are happy, give them a little extra something - make them special: an extra discount or a bonus item.• PREVENT similar complaints by identifying what went wrong. A complaint really is essential feedback identifying a weakness. Complaints will lose you business from the customer involved and everyone who listens to their story. 33
  34. 34. FINDINGS• It is found that more custumers are satisfied about companies product quality range.• It is found that „companies provided services are convenient‟.• It is found that the companies service quality and control is important for customer.• The companies provided services are needed for customer.• The performance of services are good.• Affordable price is improve the customer service quality.• It is found that positive result is best decision to achieve quality control.• It is found that the combination of service quality and Quality improvement is the measure factor responsible for maximum usage of services. 34
  35. 35. LIMITATIONS OF PROJECTWhile conducting this project, certain limitations did occur. However, these are naturalto any project. Thus, findings of this study should be interpreted in the light of thelimitations of the project. • The sample profile was a representative profile of the population of a region in Pune city only. • Unwillingness of respondents to fill the questionnaire complete in all respect. • Lack of time on the part of respondents. • Language barrier was a problem in some cases. 35
  36. 36. CONCLUSION• Quality customer service experiences are the driving force behind customer retention and customer satisfaction.• Maximizing the benefits provided through sound customer service policies ensures that the satisfied consumer will express his satisfaction to others and assist the company in continuing to grow their client base through acquisition of customers who are dissatisfied with the level of service they obtain from the organizations competitors.• Tapping into the ability of customer service to maximize this continuous opportunity for revenue is the single most important objective for any company looking to gain a competitive advantage in the highly diverse business environment of today. 36
  37. 37. RECOMMENDATION• The companies service quality and control is important for customer, so that it is suggest that the company need to more improvement in service quality for maximizing the more customer.• The performance of services are good not excellent, so it is suggest that company need to improve their performance.• Affordable price is improve the customer service quality, so it is suggest that the company provide their services in same affordable price for more improvement.• The combination of service quality and Quality improvement is major factor responsible for gaining maximum patronage of any service-product. So, it is suggested that company should focus on service quality. 37
  38. 38. ABBREVIATIONSPPICPL:-Paramhansa Public Information CenterPrivate Limited.DICO :-District Information Control OfficerTICO:-Taluka Information Control OfficerAICO :-Assistant Information Control OfficerLO :-Liasoning OfficerCK:-ClerkPN:-PeonRTI:-Right to InformationIPR :-Intellectual property RightULB:-Urban Local BodiesMGNREGA:- Mahatma Gandhi National Rural Employment Gurantee ActPMGSY :- Pradhan Mantri Gram Sadak YojanaKVIC:- Khadi and Village Industries Commission 38
  39. 39. BIBLIOGRAPHYBOOKS:Research Methodology…………..Kothari C.R. - 2nd editionMarketing Research ……………...C.G.Beri 4th edition-WEBSITES:www.scribd.comwww.google.comwww.publicinfocenters.com 39
  40. 40. ANNEXURE Paramhansa Public Information Center Pvt. Ltd “Study the Service Quality and Control” QUESTIONNAIRE FOR INFORMATION CONTROL OFFICER Name : - ……………………………………………………………. Occupation: - ……………………………………………………………. Address : - …………………………………………………………….1. Are you satisfied with companies product range? 1. Satisfied 2. Unsatisfied 3. More satisfied 4. More unsatisfied2.What do you think, “companies provided services are convienent for you”? 1.Yes 2.No3.Do you agree, the companies service quality and control is important for you? 1.Agree 2.Disagree4.Do you agree, the companies provided services are needed? 1.Agree 2.Disagree 40
  41. 41. 5. What do you think the performance of service, which is provided by company? 1.Average 2.Good 3.Excellent6. Do you have any suggestion to improve the customer service quality 1.Affordable price 2.Convenient place7.What do you think which is the best decision to Achieve Quality Control? 1. Positive Results 2. Minimize Cost 3. Minimize Time8.Which factors are responsible for Maximum Usage of services? 1. Service Quality 2. Quality improvement 3. Combination of both9.Does season have any impact on Service? 1. Yes 2. No 41

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