A Study on the Service Process Provided by SONY after the

sale of product
Project submitted in partial fulfilment of the requirements for the

Award of the degree of

MASTER OF BUSINESS ADMINISTRATION

OF

BANGALORE UNIVERSITY

By

Name: SUDESH

Reg. No. 17YUCMD203

Under the guidance of

Guide Name: Dr. V. S. CHAUHAN

Guide Designation: Professor

ACHARYA BANGALORE B-SCHOOL

Bangalore University 2018

1
 DECLARATION BY THE STUDENT

I hereby declare that “A Study on the Service Process Provided by SONY after the sale of product” is the
result of the project work carried out by me under the guidance of Dr.V.S.CHAUHAN in partial fulfilment
for the award of Master’s Degree in Business Administration by Acharya Bangalore B School.

I also declare that this project is the outcome of my own efforts and that it has not been submitted to any other
University or Institute for the award of any other Degree or Diploma or Certificate.

Place: Signature : ___________

Name : Sudesh

Date: Register Number: 17YUCMD203

2
 BANGALORE UNIVERSITY

Certificate of Originality (Plagiarism)

Name of the Student : SUDESH

Registration Number : 17YUCMD203

: A Study on the Service Process Provided by SONY after the

sale of product

Title of Project

Name of the Guide : Dr. V.S CHAUHAN

Similar Content (%) Identified :8

Project ID number(s) in : 181227015530

Turnitin

The Project report has been checked usingTURNITINanti-plagiarism

Software and found within limits as per plagiarism Policy and instructions

issued by the UNIVERSITY/CBSMS.

We have verified the contents of the project report, as summarized above and

certified that the statements made above are true to the best of our knowledge and belief.

Signature of the Guide Signature of the Principal/Director

3
 CERTIFICATE OF ORIGINALITY

Date:

This is to certify that the Project titled “A Study on the Service Process Provided by SONY
after the sale of product” is an original work of Mr.Sudesh being submitted in partial fulfilment
for the award of the Master’s Degree in Business Administration of Bangalore University. The
report has not been submitted earlier either to this Institution for the fulfilment of the
requirement of a course of study.

SIGNATURE OF GUIDE SIGNATUR OF DIRECTOR

DATE: DATE:

4
 ACKNOWLEDGMENT

First and foremost I acknowledge my gratitude to the Almighty who sustained

me with the blessings through various person at all stage of my training.

I take this opportunity to express my whole hearted thanks to all executivies

and employees of SONY.

I would like to express my sincere thanks to Dr. V. S. CHAUHAN for his

cooperation during the course of training.

I express my whole hearted thanks to our Director and HOD of MBA

department of Acharya Bangalore business School for providing me with
necessary facilities for carrying out this successfully

Finally I express my sincere thanks to my beloved parents and my friends for

their cooperation to finish this work successfully.

5
LIST OF CONTENTS

CHAPTER CONTENTS PAGE NO

NO
EXECUTIVE SUMMARY 9

1 INDUSTRY OVERVIEW 11

1.1 Introduction 12

2 COMPANY OVERVIEW
2.1 Introduction
2.2 Objective, vision, mission
2.3 Achievements
2.4 Product profile

3 RESEARCH DESIGN 22
3.1 Statement of the problem
3.2 Objectives of the study
3.3 Research methodology
3.4 Review of literature
3.5 Limitation

4 DATA ANALYSIS AND INTERPRETATION 26

5 SUMAARY OF FINDINGS, CONCLUSION, 41

SUGGESTION AND RECOMMEDATIONS

6 BIBLIOGRAPHY 43

LIST OF TABLES

6
Table no. Description Page no.
1 Gender 27
2 Age 28
3 Education qualification 29
4 Occupation 30
5 Do you use Sony products? 31
6 Are you Satisfied with the Quality of 32
Brand?
7 Do they provide quality service? 33
8 Since how many years you are using 34
Sony Product?
9 Which Sony Product do you use? 35
10 Do you get good response from the 36
company whenever you need any help?
11 What is your opinion about the service? 37
Is it?
12 Are you satisfied with the price they 38
charge for the Service?
13 What is your rating on service operator? 39

LIST OF FIGURES/GRAPHS

7
Table no. Description Page no.
1 Ratio of gender 27
2 Ratio of age 28
3 Ratio of education qualification 29
4 Ratio of of occupation 30
5 Ratio of usage of product 31
6 Ratio of satisfaction towards product 32
7 Ratio of using Sony product 33
8 Ratio of customer satisfaction towards brand 34
9 Ratio on providence of quality service 35
10 Ratio of year of usage of product 36
11 Ratio of using different sony product 37
12 Ratio of customer opinion towards service 38
13 Ratio of rating the service operator 39

8
 Executive Summary

The project is based on the Service which the company provides after the sale of the
product . Sony pvt ltd is choosen to study on the service providence after the sale of product ,
Sony pvt ltd is the most popular company in the world which sales different kind of electronic
products . Its headquater is in Tokyo in Japan. They are also in the broadcasting channels. They
sell products like TV , music player , mobiles and many other products . They are one among the
market leaders .

Using our unlimited passion for technology, content and services to deliver ground

breaking new excitement and entertainment and entertainment, as only Sony can is the vision of
company

A company that inspiresand fulfils your curiosity is the mission of the company

. The main purpose of the study is to know the method of service provide to costumer and to
know the satisfaction & expectations of the customer towards the service of Sony and take
feedback from the customers and it is provided for the improvement in the service according to
the costumer need

To analyze the customer perception towards the service provided by company i have been
worked in the customer service department as Sony man power for 30 days. Where in have
collected all the customers detail to know the opinion of customer towards the service provided
to them by the company through Google forms . Through that data project is being done . Even
the employees opinion is also carried about the service process. As per the overall analysis of
response. The final conculusion is made and sum suggestion are provided

As per the service process is concerned, every company has their own way of providing
service . It differs from company to company. Some company may have similar kind of service
process . As concerned of Sony it seem little leanthly process as per the opinion taken from the
employee working over there. After overall study some suggestions are given in case change in
the process which can be made shorter

9
CHAPTER - 1

INDUSTRY OVERVIEW
INTRODUCTION TO SERVICE OF SONY

10
1. INTRODUCTION

As per my topic “A Study on the Service Process Provided by SONY after the sale of
product” I worked in a company to know about the service process of a company.

As I am now studying based on the service processof a company. Every company has its own
service sector and each company’s service process will be different .

First of all let us known about what is service?

Service is nothing but a way of approaching the public need it may be in case of transport
,communication and many other purpose

Then what is service process?

Service process is nothing but a systematic way in which a company organize the way to provide
good quality service to customers . Service process will be different in different companies it will
be depend on the organizational rule and regulation . Rule of service will be according to the
product , for every product there will be a different set of rule or you can say terms and
conditions

Service can be seen in many ways . As per the study , let us know how companies provide
service (service process).
I have chosenSony as to know service process is carried out in a company?
In Sony pvt . Ltd company , when the product is sold and sent it for delivery the list of product
sold will be taken and then in customer service department the data is collected about the sold
product then they will call to the toll free number of a company connecting to the service
department and they will provide the customer detail then they will raise a service request for
customer then one Id will be generated called demo log number which has to be noted by the
dealer and they will be informed that within 2 working days customer will get the demo
installation service . This process should be done each and every time when ever a new product
is sold . First service will be free to the customer.
In this way each and every company has its own process of providing service for customer

11
CHAPTER - 2

COMPANY OVERVIEW
SONY

12
2.1INTRODUTION
Sony is a technology based company which makes many electric products like video
game consoles play Station, music audio players, mobiles, televisions etc. Masaru ibuka& Akio
Morita started this company in 7th May 1946 as Tokyo Tsuishin Kogyo in Tokyo. In 1958 it was
renamed as SONY. It’s headquarter is in Minato, Tokyo, Japan. Osamu Nagayama is the
chairman of the board & Kazuo Hirai is the President & CEO of the company.

This company also provides services like financial services, insurance, credit finance &
advertising agency

Principal Indian business of Sony includes Marketing Sales and After-sales service of
electronic product and software export products like LCD televisions , videos and Digital
cameras , business projectors and other music Accessories

In India, Sony is well-known across all major towns and cities in the country through
a distribution network of over 10000 dealers and 250 exclusive Sony outlets and 23 direct
branch locations . It has also developed a network of 270 Sony service centre and established 30
warehouses across the country to manage its supply chain effectively.

Item and Service News

Over the past quarter, Sony made the accompanying huge item declarations:

● Launched the HES-V1000 media server, which is a Sony-marked adaptation of Windows

Home Server.

It utilizes Blu-beam innovation as a drive and incorporates a 200-circle Blu-beam/DVD changer.

● S-LCD Corporation, a joint endeavor between Samsung Electronics Co., Ltd. furthermore,
Sony Corporation, dispatched LCD boards created from its eighth Generation Line.

13
● Developed a bio battery that produces power from starches (sugar) using compounds as
itsimpetus.

● Commercialized "IMX021", an APS-C measure 12.47 powerful megapixel ultra-fast, high

picture quality CMOS picture sensor intended to meet the necessity for fast picture catch and
progressed picture quality inside advanced SLR cameras.

HISTORY

In the year 1946 M Ilbuk started an electronics shop in Tokyo.

They started with a capital of 180000 yuan with only 8 workers, then in 1946 Akio Morita joined
with Ibuka to start a company cslled Tokyo Tsushin Kogyo

After that they produced japans first tape recorder named as Type-G. After that in 1958 company
changed its name into Sony

The first branded product of Sony is TR-55 transistor radio but it was not named as Sony till
1958

Cofounder of Sony Akio Morita founded Sony Corporation of America in 1960. Sony played a
most important role in the development of japan as a powerful exporter during the year 1960s,
1970s &1980s.

In 2005 Howard Stringer came in place of Nobuyuki idei as chief executive officer

Despite of their Success they struggled lot in 2000’s . In the year 2002 Kazuo Hirai was
promoted as president

In 2014 Sony announced the sale of its Vaio Pc division to a new corporation owned by
investment fund japan industrial partners and spinning its TV division into its own corporation as
to make it more to turn the unit around from past losses of 8 billion dollars

Now the company is moving so speed in the world of digital marketing. There products are used
even in the manufacturing other company product, they have huge market in the world and they
are also good in the broadcasting service sector. They do different kind of innovation to bring the
market into a different level . They are one among the market leaders who conquered the market
in the world

14
 A layout of Sony's.

● 1946- - The organization was established by Masaru Ibuka, Tamon Maeda, and Akio
Morita as Tokyo

● 1953- - Paid Western Electric US$20,000 for transistor innovation licenses.

● 1957- - Rolled out the pocket-sized radio, a Sony-trademarked advertising.

● 1958- - Rebranded itself under the corporate name Sony.

● 1959- - Entered the market for transistor TVs.

● 1964- - Introduced the underlying home tape recorder.

● 1968- - Rolled out the Trinitron shading TV tube.

● 1979- - Witnessed another accomplishment with the dispatch of its Walkman

individual stereo framework.

● 1980s Launched Japan's first ever 32-bit workstation.

● 1988 Acquired CBS Records for $2 billion.

15
 ● 1989 Purchased Columbia Pictures for $4.9 billion.

● 1991 Manufactured the Apple PowerBook.

● 1994 Released PlayStation all through Japan.

● 1995 Introduced PlayStation to the US.

● 1997 Entered into a joint endeavor with Intel to make a line of work area PC
frameworks. Likewise that year, the organization cooperated with Philips Electronics to build up
a chronicle media, called Super Audio CD.

● 1998 Shipped its underlying computerized, superior quality TV to the US. Likewise
that equivalent year, the organization combined its Loews theaters with Cineplex Odeon.

● 1999 Forged a joint endeavor with Philips and Sun Microsystems to make organized
excitement contributions. Additionally that year, Nobuyuki Idei was delegated CEO.

● 2000 Formed PlayStation.com Japan to move diversion consoles and programming

over the Internet. A noteworthy rebuilding additionally happened that year, which drove the
organization to put the majority of its US amusement property in an organization called, Sony
Broadband Entertainment.

● 2001 Started a Web-based budgetary foundation with Japan's Sakura Bank and JP
Morgan Chase. The organization rebuilt again that year, setting all hardware divisions under one
upper-administration unit.

16
 ● 2002 Laid off roughly 13,700 laborers, principally from its gadgets and music
organizations, amid the financial year finishing March 31, 2002. Sony Pictures Entertainment
renamed its Columbia

TriStar Domestic Television (CTDT) and Columbia TriStar International Television

(CTIT) divisions, assigning them as Sony Pictures Television (SPT) and Sony Pictures
Television International

(SPTI), separately. At last, the organization changed its Aiwa unit into a completely
claimed backup also, retained the battling firm later in the year.

● 2003 Acquired Japanese data frameworks counseling firm CIS Corp. Sony additionally
shut its sound hardware plant in Indonesia. Declared intends to combine its music unit with the
music unit of Bertelsmann, framing Sony BMG, a joint endeavor which the two sellers would
claim 50 percent.

● 2004 Announced intends to end its Clie PDAs in the US and Europe. Propelled
Transformation 60, which through 2006, plans to lessen the organization's staff by 20,000, or 13
percent. Started arrangements to procure motion picture studio MGM.

● 2005 Named Howard Stringer as seat and CEO, and Ryoji Chubachi as president and
Electronics Chief. Was likewise requested to pay $90.7 million to Immersion for supposed patent
infringement identified with the

PlayStation 2 gaming console. Alongside Consortium, finished the securing of MGM.

● 2006 Launched the PlayStation 3 gaming console in November.

● 2007 Sony/ATV Music Publishing consented to an arrangement to buy Famous Music

LLC from

17
Monetary Year 2007

Sony reported incomes of 8,295.7 billion yen for its monetary year 2007. This looks at to
incomes of 8,510.6 billion yen for monetary 2006. Working misfortune totaled 70.8 billion yen,
a decline of 67.3 percent thought about the 226.7 billion yen detailed for financial 2006. This
misfortune is ascribed to the clearance of PS3 at cost focuses lower than generation cost amid its
early on period, and in addition charges identified with arrangement for the item's dispatch.
Likewise, working pay from the PS2 business declined because of a decline in programming
deals.

Overall gain amid the year was 126.3 billion yen, an expansion of 2.2 percent contrasted with a
year ago's 123.6 billion yen. Weakened income per share were 120.29 billion yen contrasted with
116.88 billion yen for monetary 2006.

2.2 VISSION AND MISSION OF THE COMPANY

VISION:
Using our unlimited passion for technology, content and services to deliver ground-
breaking
new excitement and entertainment and entertainment, as only Sony can.

Mission:
A company that inspiresand fulfils your curiosity.

2.3 AWARDS AND RECOGNITIONS

In the year 2000

 PBEC Environmental Award for Sony magnetic products

 24thkinoshita Award for 100% recycled magazine paper and ink with solvent completely
replaced with soyabean oil developed by sony in cooperation with oji paper Co.,Ltd

 Best factory 2000 for Environment andother activities by Sony Mobile Electronics

18
  Prime minister’s award for outstanding industry

In the year 2001

 The tenth global environment award

 World star award

 28th environmental award

 The 2nd Annual ECO-Web Award

In the year 2002

 The 5th green reporting Award

 Ecotgoods Award

 World star Award for packing excellence

In the year 2003

 Prime minister’s hibiscus award

 Ministry of trade and economic industry award

In the year 2004

 Environment communication award

 Excellent environmental reporting award

In the year 2005

 1st diversity management award

19
2.4 PRODUCT PROFILE
 Home Audio

 Radio

 Television

 Projector head mounted display

 Video recorder

 Personal audio

 Digital camera

 Game

 Personal computer

 Mobile

 Broad casting

 Media recording

 Robot

2.5 COMPITITORS:

 LG
 SAMSUNG
 PANASONIC
 PHILIPS

20
2.6 SWOT ANALYSIS OF THE COMAPNY:

STRENGTH:

 Sony was tagged in 2011 survey as most valued brand of Asia

 It has a strong foothold in entertainment industry

WEAKNESS:

 Cost of product is high as compared to other brands

 They are in to too many business segments

OPPORTUNITY:

 It can take the advantage of their movie along with their music
 They have the opportunity to enter into the healthcare sector

THREATS:

 They are facing problem in case of pricingcompared to other brands

 Apple may also introduce Television which can be a big threat to Sony

21
CHAPTER - 3
RESEARCH DESIGN

22
1. STATEMENT OF PROBLEM:

. The main purpose of the study is to know the method of service provide to costumer and to
know the satisfaction & expectations of the customer towards the service of Sony and take
feedback from the customers and it is provided for the improvement in the service according to
the costumer need

2. OBJECTIVES OF THE STUDY :

1. To analyze the customer perception towards the service provided by company
2. To know the service process provided by the company
3. To study and suggest for the improvement of the service

3. RESEARCH METHODOLOGY:

A combination of Primary Data which will be collected through administering a structured close
ended questionnaire and Secondary Data from Business Magazines, Newspapers, Company
Websites and Relevant articles will be used for the study.

 SAMPLE SIZE:

The sample size is 60

 SAMPLING AREA:

The survey conducted in Bangalore

23
SOURCES OF DATA

Primary Data:

Primary data is collected through interviewing the respondents and taking their responses
through questionnaire issued to them. Researcher can expect straight answers to the questions.
The respondents are informed about the significance of the study and requested to give their fair
opinions.

Secondary Data:
Secondary data is collected through the documents provided by the company. From old sales
records, pamphlets, sales records, through the knowledge of customers.

3. SAMPLING DESIGN:

1. PLAN OF ANALYSIS:

 The data will be analysed by the statistics data provided by the responders in the
questioner.

 The data analysis will be represented in tabular form and various graphical
representations charts
such as bar charts, pie charts, diagrams

24
4. REVIEW OF LITARATURE:
Studies on Product–Service Systems (PSS) are emerging as a growing body of literature pushed
by way of the preference to mix financial prosperity and sustainable resource control. However,
expertise about how companies can undertake and enforce PSS has remained confined. In this
take a look at, a scientific literature assessment is conducted related to expertise implementation
of PSS business models and five sets of tactical practices. Based on an in-depth analysis of sixty
seven articles, it changed into determined that PSS is growing hastily as a research subject, that's
unfold across a diffusion of disciplines and research domains. More specially, research findings
were accumulated from the sphere to present a framework supporting the implementation of
properly-established classes of PSS enterprise models, this is, product-oriented, use-orientated,
and result-oriented enterprise models. Each commercial enterprise version class is linked to 5
operational-level approaches that make certain the model may be carried out efficiently and
subsequently generates price.

Since the Nineties, Product Service Systems (PSS) were heralded as one of the only contraptions
for moving society towards a useful resource-green, round economy and growing a far-wanted
‘resource revolution’. This paper opinions the literature on PSS inside the final decade and
compares the findings with the ones from an in advance overview on this journal in 2006. Close
to 300 applicable papers have been diagnosed, over 140 of which have been referenced in this
evaluation. Research in the discipline of PSS has come to be greater prolific, with the output of
refereed papers quadrupling considering that 2000, while on common scientific output has
simplest doubled. PSS has also become embedded in a much wider range of technology fields
(including manufacturing, ICT, commercial enterprise control, and design) and geographical
regions (Asia now produces more papers than Europe). The literature of the last seven years has
subtle insights with reference to the layout of PSS, as well as their commercial enterprise and
environmental blessings, and confirmed the definitions and PSS standards already to be had in
2006. A important contribution of the latest literature is research into how corporations have
applied PSS of their agency and what the important thing achievement elements and troubles that
require unique interest are (inclusive of a focal point on product availability for customers; an
emphasis on range in phrases of services provided in preference to the variety of products; and
the need for team of workers to own both knowledge of the product and courting control
abilities). The motives why PSS have nonetheless still now not been broadly carried out,
especially within the B2C context, seem to have already been defined fairly nicely inside the
literature to be had in 2006. For clients, having control over matters, artifacts, and life itself is
one of the maximum valued attributes

25
CHAPTER -4

DATA ANALYSIS AND INTERPRETATION

26
1. Gender of the respondent.

Gender Responses
Male 38
Female 22
Total 60

Series 1
40

35

30

25

20
Series 1
15

10

0
Male Female

The above graph shows there are more number of Male respondent as compared to Female

27
 2. Different age group of respondent.

Age Responses
15-30 50
31-40 5
41-50 5
Total 60

Series 1
60

50

40

30
Series 1

20

10

0
15-30 31-40 41-50

From the above graph more number of respondents are between the age of 15-30

28
 3. Education Qualification of the respondent.

Qualification Responses
Undergraduate 7
Graduated 7
Post Graduated 42
others 4
Total 60

Series 1
45

40

35

30

25

20 Series 1

15

10

0
Undergraduate Graduated Post Graduated others

From the above graph we can see more number of respondents are post graduate students

29
 4. Occupation of the respondent.

Occupation Responses
Teacher 10
Businessman 7
Government Employee 7
Student 36
Total 60

Series 1
40

35

30

25

20
Series 1
15

10

0
Teacher Businessman Government Student
Employee

From the above graph more number of respondents are students

30
5. Do you use Sony Products?

Respond Responses
Yes 56
No 4
Total 60

Series 1
60

50

40

30
Series 1

20

10

0
Yes No

From the above graph we can see that 56 people use the Sony products

31
 6. Are you Satisfied with the Quality of Brand?

Respond Responses
Yes 56
No 4
Total 60

Series 1
60

50

40

30
Series 1

20

10

0
Yes No

From the above graph we can see that 56 people are satisfied and 4 people are not satisfied with
then quality of brand

32
 7. Do they provide quality service?

Respond Responses
Yes 50
No 10
Total 60

Series 1
60

50

40

30
Series 1

20

10

0
Yes No

From the above graph we can see that 50 people are satisfied with the quality service & 10
people are not satisfied with the service

33
8. Since how many years you are using Sony Product?

Respond Responses
Less then 6 month 11
1 year 8
2-3 years 24
Above 4 years 17
Total 60

Series 1
30

25

20

15
Series 1

10

0
Less then 6 month 1 year 2-3 years Above 4 years

From the about it can be identify that more number of people are using Sony brand since 2-3
years. This shows that the quality of brand is good

34
 9. Which Sony Product do you use?

Respond Responses
Television 24
Music system 20
Mobile 12
Play station 4
total 60

Series 1
30

25

20

15
Series 1

10

0
Television Music system Mobile Play station

From the above graph it is noticed that most of the people prefer television then other product .
this shows that they should improve in other product

35
10. Do you get good response from the company whenever you need any help?

Respond Responses
Yes 14
No 9
Some times 37
Total 60

Series 1
40

35

30

25

20
Series 1
15

10

0
Yes No Some times Category 4

From the above graph we can see that very rare the customers will get the information which
ever they required

36
 11. What is your opinion about the service? Is it?

Respond Responses
Very good 26
Good 12
Poor 20
Very poor 2
total 60

Series 1
30

25

20

15
Series 1

10

0
Very good Good Poor Very poor

We can see from above graph there is lot to bring changes in the service. Because only few
customers are happy with the service

37
12. Are you satisfied with the price they charge for the Service?

Respond Responses
Strongly satisfied 7
Satisfied 25
Not Satisfied 17
Not at all satisfied 11
Total 60

Series 1
30

25

20

15
Series 1

10

0
Strongly satisfied Satisfied Not Satisfied Not at all satisfied

As we can see from the above graph most of the customers are not satisfied with the price
they charge for service. They should try to reduce the service cost

38
 13. What is your rating on service operator?

Respond Responses
1 7
2 6
3 10
4 25
5 12
Total 60

Series 1
30

25

20

15
Series 1

10

0
1 2 3 4 5

From the above graph we can see that the employee who are working over there are providing
good service

39
CHAPTER – 5
SUMAARY OF FINDINGS, CONCLUSION, SUGGESTION AND
RECOMMEDATIONS

40
FINDINGS:
 When i was working in Sony for the purpose of my project
There I worked in customer service department for 30 days.
 When i stated working there i came to know about the service process of the company
 As per the response of customers some of people are really happy with the service of the
company and some of them are not satisfied with the service
 Even when iasked the employees who were working over there then some of them told
that the process is little lengthy .
 Even as per my own experienceWhen i was working ifound little difficulty in the service
process
 Service process can be shortened which will be helpful for customers to get quick service

CONCULUSION:
As per the response of the customers and employee we can say that the company is doing good
in the manufacturing a quality products but case of service they have to bring a changes in the
service process as to reduce the time of waiting for the customers.

The process is bit lengthy because as per the process of the company , it takes two working days
to provide service to the customer as product is reached to the home, because of which customer
may feel bad even if they are getting a good product.

As per the current generation people will not be having much time to wait for the things.

So if the process of service would be redesigned and reduce the time then it would be good for
the customer and they would get satisfied with both product and service

SUGGESTION:
When i was working process was like , first we have to get list of sold products then we have to
call to the tool free number of company and we have to register there by giving the details of the
customer then they will provide a demo log Id and we will be informed that the service person
will visit the customer place in 2 working day.

41
As you can see that to complete the process of service it would take 2 days. I this may make the
customers to loose their interest to buy from your company even though your product is good.

So as per my thinking time can be reduced by doing a simple change in a process , instead of
registering the demo log from tool free number the company can provide details of the service
centre to the dealers and they should register the customer detail to the particular service centre
who gives service to customers address and the after the completion of service . The specific
service centre can send the detail to the main branch of the company by the end of the day .

I wish my suggestion would help you in bringing the solution and improving the service

42
CHAPTER – 6
BIBLIOGRAPHY

 Www.sony.co.in
 Www.servicenetwork.org

43
44