Introduction

 Education is one of the major sectors of service industry.

 The level of customer satisfaction is one of the important criteria for evaluating the service.
 In this project we intended to find out important parameters for design & delivery of workshop as
well as the level of customer satisfaction for one of the workshops that are conducted during IPMX
(one year MBA) program of IIM Lucknow. Throughout the course, 40 hours of workshops are
conducted.
 The quality of service depends upon two factors:
 Service Design
 Service Delivery
 Based on these factors, parameters that were important for customers were identified.
 A survey was conducted to understand the performance of the two workshops on these parameters.
 Based on the data, we intended to classify the areas of importance for workshop and improvements
for workshop 1 vs workshop 2
Methodology
Results & Analysis

 It was observed that with respect to importance of parameter:

 The most important parameters for students were relevance of topic and delivery
of workshop followed by the content of workshop
 The least important parameter for students was audience participation during work
shop, this was followed by time/duration of workshop and language used by the
instructor.
 It was observed that with respect to performance of Industry 4.0 workshop :
 The performance was best in language used followed by content of workshop
 The performance was worst in exercises conducted and audience participation
during workshop
Results & Analysis

 It was observed that with respect to performance of Consultative Selling

workshop :
 The performance was best in content of workshop followed by audience
participation and instructor’s responsiveness to questions raised during workshop
 The performance was worst in use case discussion followed by relevance of topic of
workshop
 It was observed that relative performance of Industry 4.0 workshop against
Consultative Selling workshop:
 The performance Industry 4.0 workshop was better than Consultative selling
workshop on all parameters except content of workshop
PERFORMANCE IMPORTANCE ANALYSIS FOR WORKSHOPS IN GENERAL

OVERKILL STRENGTH
• DURATION / TIME
HIGH • USE CASES
• LANGUAGE
• RELEVANCE
• MEDIUM OF INSTRUCTION

PERFORMANCE
PHASE OUT VULNERABLE
• RESPONSIVENESS
• RESPONSIVENESS • CONTENT
LOW
• AUDIENCE PARTCIPATION CONDUCTED
• DELIVERY

IMPORTANCE
LOW HIGH
Results & Analysis

 Important parameters to be considered while designing workshop:

 Content of Workshop
 Relevance of topic of Workshop

 Important parameters to be considered while delivering the workshop:

 Delivery of the workshop
 Exercises conducted during workshop
 Use case discussion during the workshop
PERFORMANCE IMPORTANT ANALYSIS INDUSTRY 4.0 WRT CONSULTATIVE SELLING WORKSHOP

OVERKILL STRENGTH
• DURATION / TIME • USE CASES
HIGH • LANGUAGE • RELEVANCE
• MEDIUM OF INSTRUCTION • EXERCISES CONDUCTED
• RESPONSIVENESS • DELIVERY
• AUDIENCE PARTCIPATION
PERFORMANCE
WRT PHASE OUT VULNERABLE
COMPETITOR
• CONTENT
LOW

IMPORTANCE
LOW HIGH
Results & Analysis

 Important parameters for Industry 4.0 workshop which are important for
students:
 Strength
 Relevance of topic of Workshop
 Delivery of the workshop
 Exercises conducted during workshop
 Use case discussion during the workshop
 Vulnerable
 Content

Hence, more efforts & resources should be put in to improve the content of the
workshop.
 SNAPSHOT OF THE DATA
IMPORTANCE PARAMETER PERFORMANCE

0.86 CONTENT
4.33 4.39

0.70 DURATION / TIME

4.00 3.61

0.83 EXERCISES CONDUCTED DURING WORKSHOP

3.72 3.67

0.88 RELEVANCE OF THE TOPIC 4.17 3.44

0.88 DELIVERY 4.06 3.83

0.83 USE CASES DISCUSSION 4.00 3.39

0.73 MEDIUM OF INSTRUCTION 4.00 3.56

0.70 LANGUAGE USED 4.39 3.78

0.82 RESPONSIVENESS TO QUESTIONS 4.11 3.89

0.67
AUDIENCE PARTICIPATION 3.83 3.89

1.00 0.80 0.60 0.40 0.20 0.00 0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.00 8.00 9.00 10.00
Leranings
Annexure I
Questionnaire – Importance of Parameters
Annexure II
Questionnaire – Performance of Workshop
Annexure III
Details of Response