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21453452 Service Delivery Process an Analysis Through Service Blueprinting at IL FS Invest Smart

21453452 Service Delivery Process an Analysis Through Service Blueprinting at IL FS Invest Smart

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Published by: keyursumeria on Aug 10, 2010
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07/31/2012

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1
Contents
 
Abstract
................................................................................................................................................... 2
Exe
cutiv
e
Summary
................................................................................................................................. 3
Industry Profil
e
........................................................................................................................................ 4
M
ajor Play
e
rs in India
.......................................................................................................................... 6
Company Profil
e
...................................................................................................................................... 7
The
or 
e
tical Background
......................................................................................................................... 16
S
e
rvic
e
Blu
e
 print
............................................................................................................................... 16
S
e
rvic
e
 
E
ncount
e
rs
............................................................................................................................ 16
Custom
e
r Satisfaction
........................................................................................................................ 17
Introduction to t
he
Study
........................................................................................................................ 21
Obj
e
ctiv
e
s
............................................................................................................................................. 22
Scop
e
of t
he
study
................................................................................................................................. 22
Limitations of t
he
study
......................................................................................................................... 22
Me
t
h
odology of t
he
e
s
e
arc
h
................................................................................................................. 23
D
ata Analysis
........................................................................................................................................ 24
Findings
................................................................................................................................................ 38
Sugg
e
stions
........................................................................................................................................... 39
L
e
arning from t
he
e
s
e
arc
h
................................................................................................................... 40
Conclusion
............................................................................................................................................ 41
APP
END
IX
........................................................................................................................................... 42
QU
E
S
T
IO
 NN
AIR 
E
....................................................................................................................... 42
Bibliograp
h
y
.......................................................................................................................................... 44
 
2
Ab
stract
The
proj
e
ct aims at analyzing t
he
s
e
rvic
e
d
e
liv
e
ry proc
e
ss of IL&FS Inv
e
stsmart S
e
curiti
e
sLimit
e
d, Bangalor 
e
, t
h
roug
h
s
e
rvic
e
blu
e
 print of t
he
organization.
The
e
s
e
arc
h
is don
e
bysurv
e
ying t
he
custom
e
rs and t
he
 
e
mploy
ee
s of t
he
organization. Custom
e
rs of t
he
company ar 
e
 t
he
c
e
ntr 
e
of t
h
is
e
s
e
arc
h
as t
he
y ar 
e
t
he
int
e
rnal custom
e
rs of t
he
organization. As suc
h
t
he
 
e
s
e
arc
h
also tak 
e
s into account t
he
µgaps mod
e
l¶ and s
e
rvic
e
 
e
ncount
e
rs, and tri
e
s to formulat
e
asatisfaction ind
ex
as w
e
ll.
Th
is
h
as b
ee
n don
e
b
e
caus
e
surv
e
ying custom
e
rs,
e
sp
e
cially if t
he
yar 
e
 
h
ig
h-
 profil
e
is v
e
ry toug
h
task and as suc
h
asking t
he
m a larg
e
numb
e
r of qu
e
stions is not
e
asibl
e
. So, f 
e
w important param
e
t
e
rs
h
av
e
b
ee
n s
e
t in t
h
is
e
gard so as to und
e
rstand t
he
 custom
e
r p
e
rc
e
 ptions and
ex
 p
e
ctations and subs
e
qu
e
ntly t
he
ma
x
imum possibl
e
gaps
ex
istingt
h
roug
h
minimum numb
e
r of qu
e
stions.
The
study is v
e
ry ambitious but it
h
as its own limitationslik 
e
g
e
ograp
h
ical constraints and availability of databas
e
. In ord
e
r to do t
he
e
s
e
arc
h
,
ex
t
e
nsiv
e
 fi
e
ldwork was und
e
rtak 
e
n.
The
n bas
e
d on t
he
und
e
rstanding of t
he
fi
e
ldwork, offic
e
work andint
e
raction wit
h
t
he
 
e
mploy
ee
s t
he
 
ex
isting s
e
rvic
e
blu
e
 print was drawn and t
he
n analyz
e
d.
The
 satisfaction ind
ex
formulat
e
d
h
as subtl
e
similariti
e
s to S
E
RVQUAL.
The
e
s
e
arc
h
found out t
h
ats
e
rvic
e
 
e
ncount
e
rs play a crucial rol
e
in custom
e
r satisfaction. It conclud
e
s t
h
at for a
h
ig
he
r l
e
v
e
lof satisfaction l
e
ss
e
r numb
e
r of s
e
rvic
e
 
e
ncount
e
rs s
h
ould b
e
t
he
e
. B
e
sid
e
s, t
he
e
s
e
arc
h
alsofound out t
he
major gaps
ex
isting in t
he
s
e
rvic
e
d
e
liv
e
ry at IL&FS Inv
e
stsmart S
e
curiti
e
sLimit
e
d. Also t
he
 
ex
isting s
e
rvic
e
blu
e
 print of t
he
company was analyz
e
d for t
he
purpos
e
of id
e
ntifying t
h
os
e
 
e
ncount
e
rs w
h
ic
h
s
h
ould b
e
d
e
l
e
t
e
d and t
h
os
e
 
e
ncount
e
rs w
h
ic
h
s
h
ould b
e
 
e
ncourag
e
d. Finally bas
e
d on t
he
findings of t
he
e
s
e
arc
h
som
e
st
e
 ps
h
av
e
b
ee
n sugg
e
st
e
d toimprov
e
t
he
custom
e
r satisfaction.
 
3
Ex
ecutive Summary
Organization:
The
organization c
h
os
e
n for t
he
purpos
e
of r 
e
s
e
arc
h
is IL&FS Inv
e
stsmart S
e
curiti
e
s Limit
e
d(IISL), w
h
ic
h
is a major play
e
r in Indian capital mark 
e
t. It is an onlin
e
trading and brokingcompany and a major play
e
r in t
he
mark 
e
t. It is pr 
e
s
e
ntly a part of HSBC group. Its C
E
O is
M
r.
M
anasij
e
 
M
is
h
ra.
T
itle of the project:
The
proj
e
ct c
h
os
e
n is ³S
e
rvic
e
 
De
liv
e
ry Proc
e
ss: An analysis t
h
roug
h
S
e
rvic
e
Blu
e
 print atIL&FS Inv
e
stsmart, Bangalor 
.
O
b
 jective of the Project:
1.
 
T
o analyz
e
t
he
 
ex
isting s
e
rvic
e
blu
e
 print of IL&FS Inv
e
stsmart S
e
curiti
e
s Limit
e
d.2.
 
T
o ass
e
ss t
he
s
e
rvic
e
 
e
ncount
e
rs wit
h
t
he
custom
e
rs
3.
 
T
o sugg
e
st strat
e
gi
e
s for t
he
improv
e
m
e
nt of t
he
s
e
rvic
e
d
e
liv
e
ry proc
e
ss of t
he
company.
 
B
ackground:
S
e
rvic
e
blu
e
 print is a pictur 
e
or map t
h
at accurat
e
ly portrays t
he
s
e
rvic
e
syst
e
m so t
h
at t
he
 diff 
e
e
nt p
e
opl
e
involv
e
d in providing it can und
e
rstand and d
e
al wit
h
it obj
e
ctiv
e
ly r 
e
gardl
e
ss of t
he
ir rol
e
s or t
he
ir individual points of vi
e
w. It also s
e
rv
e
s as a tool for s
e
rvic
e
improv
e
m
e
nt. Assuc
h
it also involv
e
s conc
e
 pts of custom
e
r satisfaction and s
e
rvic
e
 
e
ncount
e
r.
Methodology:
A d
e
scriptiv
e
e
s
e
arc
h
involving simpl
e
random sampling was und
e
rtak 
e
n. It involv
e
dqu
e
stionnair 
e
d
e
signing on Lik 
e
rt scal
e
and simpl
e
y
e
s
-
no kind of qu
e
stions for primary datacoll
e
ction. S
e
condary data was tak 
e
n from n
e
wspap
e
rs and magazin
e
s.
Findings:
It
h
as b
ee
n found t
h
at r 
e
mot
e
 
e
ncount
e
rs and t
e
l
e
 p
h
on
e
 
e
ncount
e
rs ar 
e
e
sponsibl
e
for 
h
ig
he
l
e
v
e
l of custom
e
r satisfaction w
h
il
e
fac
e-
to
-
fac
e
 
e
ncount
e
rs caus
e
mor 
e
dissatisfaction.
Suggestions:
The
company s
h
ould
e
ncourag
e
t
h
os
e
 
e
ncount
e
rs w
h
ic
h
caus
e
mor 
e
satisfaction and train itsonstag
e
 
e
mploy
ee
s continually so t
h
at t
he
y work 
e
ffici
e
ntly and k 
ee
 p t
he
d
e
fici
e
nci
e
s to t
he
 minimum.

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