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Service Encylopedia of LPU

Service Encylopedia of LPU

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Published by ahmadksath

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Published by: ahmadksath on May 14, 2010
Copyright:Attribution Non-commercial

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03/10/2012

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1
Service Encyclopedia of Lovely Professional University Submitted To:-
Ms. GaganjeetHOD, Lovely School Of Business
 Submitted By:-
 Ahmad MustafaReg. No.10811688Roll No. R1801A16
 
 
2
S. No.
Topic
Page No.
1.Executive Summary; introduction
3-6
2.Service marketing environment 
7-11
3.Service segmentation
12-13
4.Customer requirements
14
5.Customer expectations
15
6.Quality concerns
16-17
7.Integrated gaps model of service quality
18
8.Service recovery strategy
20
9.Service blueprint 
21
10.Positioning mapping
22-23
11.Services cape
24
12.Employer & customer role
25-26
13.IMS-services
27
14.Pricing
28
15.Delivery via intermediaries
29
16.Managing waiting lines
30
17.Conclusion
30
18.References
30
 
 
3
Executive summary
From the day of Adam and Eve, education has a great role in the human life. Most of peoplehave interests in continuing higher education, but only few in India achieve it. Recent reforms inIndian education sector by Mr. Kapil Sibal has made mandatory to provide primary education toall children and had made tie-up with overseas universities for research and developmentpractices. New generation has interest in technical and management fields. They are joiningMBA, B.Tech. B.SC. etcIn India so many universities and institutes are available which provide higher education to thestudents. IIM’s, IIT’s, NIT’s are best institutes of management and engineering courses. Thereare so many private players who are interested in the education field for the investment purpose.There are so many foreign universities who entered in Indian education sector because the Indianeducation sector has so many potential. The Lovely Professional University is provided servicesi.e. education both in technical and professional medium. The LPU provides different courses.The university provides regular and distance based courses to the students. In this project, I havetried my level best to prepare the service encyclopedia of Lovely Professional University bygoing through various strategies to benefit its students. I have added the marketing environment,customer requirements and expectations; quality concerns; service recovery strategies; draftedthe position mapping and blueprint of LPU. I have also designed the servicescape of it. LovelyProfessional University is known by its services, that is why its students have higherexpectations from it. So in my project, I have also added the customer expectations. I have alsoadded pricing used by Lovely Professional University for its various courses. Also its variousintermediaries are included in my project (No direct intermediary but vendors help in supportservices). How Lovely manages its waiting lines are also discussed in my project. LPU has awell-managed website (www.lpu.in) and UMS (University Management System) whereby itmakes people (parents, students, potential students) aware that what is offered in LPU, what arethe current events organized, information regarding admission, about LPU, academics, campuslife, student services, contact details, scholarships, distance education, international affairs andplacements. UMS system makes students updated like announcements, assignments andattendance. As the varsity has started this strategy to make LPU paperless campus.

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