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Quality Management
Presentation on
A case study approach
The Relationship between Information Technology and
Service Quality in the Dual-Direction Supply Chain
Post Graduate Course in Operations Management
(PGCOM) 2019
1
SYMBIOSIS INSTITUTE OF
OPERATIONS MANAGEMENT
Presented by:
Aditya Deshpande
Govinda Heda
Mirtyunjay Kumar
Guided by:
Dr. Sachin Modgil Sir
10-03-2019
2
CONTENTS
1. Introduction to Topic, Aim of Paper
2. Introduction to Case Company
3. Introduction to SCM and IT- Relation among them
4. Methodology used in Research
5. Findings
6. Conclusions
10-03-2019
3
Introduction to Topic
 Presentation on Research Paper – “The relationship between Information Technology
and Service Quality in the Dual-Direction Supply Chain”
1. Published in: International Journal of Service Industry Management
2. Paper by: George Zsidisin, Minjoon Jun, Laural Adams (USA)
3. Published Year: May 2000
 Findings of case study of Language School Agency (CCI) – Spanish Abroad Inc. (US)
1. providing service to both schools and students in its supply chain
2. Students service- via internet and Schools service via telephone, in person visits,
mails
 Aim –
1. How to Use of dual type customer focus and use of IT in it
2. Application of SCM in service industry mainly Intermediaries having upstream and
downstream customers
10-03-2019
4
Introduction to Case Company
1. What it does- Inform buyers and prospective buyers about the availability and features
of sellers' products or services, e.g. agencies for job placement, travel, real estate,
and broadcast and print media
2. Earn service fees from activities comprising capturing, analysing, and disseminating
information that customers at both ends of the supply chain want about each other
3. 90% revenue by Internet
4. Service Quality – Main Differentiating Factor from competitors
Service Model
Case
Company
StudentsSchool Quality Quality
Info Info
Info Info
10-03-2019
• Supply Chain Management (SCM)
Structured approach to overall organizational management
Focus of the process is to improve the quality of an
organization's outputs, including goods and services, through
continual improvement of internal practices
• Information Technology (IT)
Use of networking, software programming, computers and
other processes and equipment to process, retrieve, store,
protect and transmit the information related to business
5
Introduction to SCM and IT
IT - vital organ of SCM10-03-2019
IT and SCM Relation
• Reduction of costs
• Speeding up info transfer
• Volume of transactions
• Elimination of human errors
Transaction
processing
• Unpredictable and logistically
demanding environment
Supply chain
planning
collaboration
• Project-orientation of business
• In-transit delivery consolidation
Order
tracking
delivery
coordination
IT SCM
For increasing efficiency of repetitive
information exchanges between supply chain
partners
WHY
Share of planning-related info-demand
forecasts, inventory production, capacity for
increasing effectiveness of supply chain
Monitor individual orders or shipments,
consisting components, final products, for
coordinating delivery or convey timely
information of their location.
10-03-2019 6
7
Methodology used in Research
DataCollectionMethods
Obtaining
historical data
examining
documentation
conducting
interviews with
company's owner
Total 25 questions for interview, some are following
1. Company Overview- customers, area of operation, competitors
2. Company SWOT
3. Mode of communication to customers both upstream,
downstream
4. Strategic plans and action programs has SA been
implementing to effectively meet its customers' needs
5. How is quality evaluation takes place-both service and website
(as its design, UI, security, etc)- Customer feedback on them
6. Future plans of company
Case Study Questionnaire
10-03-2019
Findings
Case Study Findings
Business
Strategy
Quality
Determinants
Student
School
Managerial
Implications
Database
influence on
service quality
Web site
influence on
service quality
Improvements
Areas
1. Efficiency in communication through professional
effective web site as a marketing and sales point
2. Frequent school interaction so more detailed info
to students
3. Development of system of tracking students for
quick admission process
4. But, some schools started their own websites
eliminating middle men.
Business Strategy
Managerial Implications
IT- fundamentally alters the way of business conduct
1. Web site influence -customers perceive the company as highly reliable
2. Database influence –proper tracking of student steps and schools with real time data
3. Improvement- use of IDS for further better quality to customers10-03-2019 8
Findings- Quality Determinants
School Customers
• better schedule incoming students-
registration, payment, transport
arrangement, meeting student queries
Reliability in Information
• To represent professionally to students-
info, international travel, process for
language acquisition
Competence, Communication with students
• contact mechanisms- toll-free number,
web site as a source for routine, specific
information -two-way communication
Access
• provide individualized service by visits of
representatives to schools
Understanding
• One representative to each student
allocation
Reliability in Information
• ability and willingness of representatives to
render services for students and tailor
them as necessary
Responsiveness
• Honest and useful info to students
• Fund transfer, refunding, personal info
sharing
Credibility, Security
Student Customers
10-03-2019 9
Conclusions by Authors
1. Providing high levels of service quality to customers - necessity for companies to
remain competitive
2. The key determinant of service quality is the communication and information
between both sides for case company
3. Student side- Internet, E-brochures but school- traditional ways mostly
4. CCI- threat of extinction due to removal of middlemen
5. So company continuously need to have new Value Added Features (VAF)
effective than schools in time, uniqueness delivery to students
6. Also need to have customized service to each student and school for better
customer satisfaction
Finally, IT helps companies to better utilize its Qualitative Supply Chain.
10-03-2019 10
1110-03-2019

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Relationship between IT and Service Quality in Dual Direction Supply Chain- Case Study

  • 1. Quality Management Presentation on A case study approach The Relationship between Information Technology and Service Quality in the Dual-Direction Supply Chain Post Graduate Course in Operations Management (PGCOM) 2019 1 SYMBIOSIS INSTITUTE OF OPERATIONS MANAGEMENT Presented by: Aditya Deshpande Govinda Heda Mirtyunjay Kumar Guided by: Dr. Sachin Modgil Sir 10-03-2019
  • 2. 2 CONTENTS 1. Introduction to Topic, Aim of Paper 2. Introduction to Case Company 3. Introduction to SCM and IT- Relation among them 4. Methodology used in Research 5. Findings 6. Conclusions 10-03-2019
  • 3. 3 Introduction to Topic  Presentation on Research Paper – “The relationship between Information Technology and Service Quality in the Dual-Direction Supply Chain” 1. Published in: International Journal of Service Industry Management 2. Paper by: George Zsidisin, Minjoon Jun, Laural Adams (USA) 3. Published Year: May 2000  Findings of case study of Language School Agency (CCI) – Spanish Abroad Inc. (US) 1. providing service to both schools and students in its supply chain 2. Students service- via internet and Schools service via telephone, in person visits, mails  Aim – 1. How to Use of dual type customer focus and use of IT in it 2. Application of SCM in service industry mainly Intermediaries having upstream and downstream customers 10-03-2019
  • 4. 4 Introduction to Case Company 1. What it does- Inform buyers and prospective buyers about the availability and features of sellers' products or services, e.g. agencies for job placement, travel, real estate, and broadcast and print media 2. Earn service fees from activities comprising capturing, analysing, and disseminating information that customers at both ends of the supply chain want about each other 3. 90% revenue by Internet 4. Service Quality – Main Differentiating Factor from competitors Service Model Case Company StudentsSchool Quality Quality Info Info Info Info 10-03-2019
  • 5. • Supply Chain Management (SCM) Structured approach to overall organizational management Focus of the process is to improve the quality of an organization's outputs, including goods and services, through continual improvement of internal practices • Information Technology (IT) Use of networking, software programming, computers and other processes and equipment to process, retrieve, store, protect and transmit the information related to business 5 Introduction to SCM and IT IT - vital organ of SCM10-03-2019
  • 6. IT and SCM Relation • Reduction of costs • Speeding up info transfer • Volume of transactions • Elimination of human errors Transaction processing • Unpredictable and logistically demanding environment Supply chain planning collaboration • Project-orientation of business • In-transit delivery consolidation Order tracking delivery coordination IT SCM For increasing efficiency of repetitive information exchanges between supply chain partners WHY Share of planning-related info-demand forecasts, inventory production, capacity for increasing effectiveness of supply chain Monitor individual orders or shipments, consisting components, final products, for coordinating delivery or convey timely information of their location. 10-03-2019 6
  • 7. 7 Methodology used in Research DataCollectionMethods Obtaining historical data examining documentation conducting interviews with company's owner Total 25 questions for interview, some are following 1. Company Overview- customers, area of operation, competitors 2. Company SWOT 3. Mode of communication to customers both upstream, downstream 4. Strategic plans and action programs has SA been implementing to effectively meet its customers' needs 5. How is quality evaluation takes place-both service and website (as its design, UI, security, etc)- Customer feedback on them 6. Future plans of company Case Study Questionnaire 10-03-2019
  • 8. Findings Case Study Findings Business Strategy Quality Determinants Student School Managerial Implications Database influence on service quality Web site influence on service quality Improvements Areas 1. Efficiency in communication through professional effective web site as a marketing and sales point 2. Frequent school interaction so more detailed info to students 3. Development of system of tracking students for quick admission process 4. But, some schools started their own websites eliminating middle men. Business Strategy Managerial Implications IT- fundamentally alters the way of business conduct 1. Web site influence -customers perceive the company as highly reliable 2. Database influence –proper tracking of student steps and schools with real time data 3. Improvement- use of IDS for further better quality to customers10-03-2019 8
  • 9. Findings- Quality Determinants School Customers • better schedule incoming students- registration, payment, transport arrangement, meeting student queries Reliability in Information • To represent professionally to students- info, international travel, process for language acquisition Competence, Communication with students • contact mechanisms- toll-free number, web site as a source for routine, specific information -two-way communication Access • provide individualized service by visits of representatives to schools Understanding • One representative to each student allocation Reliability in Information • ability and willingness of representatives to render services for students and tailor them as necessary Responsiveness • Honest and useful info to students • Fund transfer, refunding, personal info sharing Credibility, Security Student Customers 10-03-2019 9
  • 10. Conclusions by Authors 1. Providing high levels of service quality to customers - necessity for companies to remain competitive 2. The key determinant of service quality is the communication and information between both sides for case company 3. Student side- Internet, E-brochures but school- traditional ways mostly 4. CCI- threat of extinction due to removal of middlemen 5. So company continuously need to have new Value Added Features (VAF) effective than schools in time, uniqueness delivery to students 6. Also need to have customized service to each student and school for better customer satisfaction Finally, IT helps companies to better utilize its Qualitative Supply Chain. 10-03-2019 10