Services Operations Management

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A PROJECT REPORT ON
SERVICES OPERATIONS MANAGEMENT special reference to
BPO SECTOR

by
Gaurav Tyagi 10DM-189
Gaurav Singh 10IB-029
Neha Sinha 10DM-093
Neha Kaushik 10DM-092
Harsh Shah 10IB-030
Keshav Shenoy 10HR-019 2010-2012
Under the guidance of
Prof. Kunal Ganguly
INSTITUTE OF MANAGEMENT TECHNOLOGY

INTRODUCTION
Manufacturing, service and agriculture are the major economic activities in any country. In India, manufacturing and services together constitute nearly 75% of the GDP. Moreover, in recent years the growth in GDP is primarily due to the growth in these sectors of the economy. During the last ten years, the share of services in the GDP has grown steadily from about 40% to about 51%. The Union …show more content…

For example, automobile manufacturers have discovered that financing and/or leasing automobiles can achieve significant profits. Otis Elevator long ago found that revenues from after-sales maintenance contracts far exceed the profits from elevator equipment sales. As personal computers become a commodity product with very low margins, firms turn to network and communication services to improve profits. Thus, it is imperative to recognize that services are not peripheral activities but rather integral parts of society. They are central to a functioning and healthy economy and lie at the heart of that economy. Finally, the service sector not only facilitates but also makes possible the goods-producing activities of the manufacturing sectors. Services are the crucial force for today’s change toward a global economy.

SERVICE STRATEGY

A customer service strategy is an important part of any business plan. Since business relies on customer satisfaction, any good business should develop a strategy that not only draws in customers, but keeps them happy so they are not tempted to try out a competitor.
Significance
An effective customer service strategy has several steps, according to Cambridge Consulting. It should focus on both how your business handles its customers as well as properly training your employees.
Considerations
Customer input is a valuable part of any effective customer service strategy, according to Cambridge Consulting. By knowing how your

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