Delivering Quality Delivering Quality Service: A Customer-Service: A Customer-

centric Approachcentric Approach

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Sanjay DegloorkarSanjay DegloorkarAssistant LibrarianAssistant Librarian

Indian Institute of Management,Indian Institute of Management, LucknowLucknow

About the Institute

The Indian Institute of Management, Lucknow is one of the six national level management institutes set up the Government of India. The institute’s mission is “to help improve the management of the corporate and the non-corporate sectors and also the public systems, through pursuit of excellence in management education, research, consultancy and training”.

ActivitiesActivities• Post Graduate Programme in

Management• Post graduate Programme in

Agri-Business Management• Fellow Programme in

Management• NOIDA center• Management Development

Programmes • Research & Consultancy

Gyanodaya:

Library – The Learning Resource Center

"to promote knowledge generation and application through its effective dissemination".

Major Objectives of the Major Objectives of the LibraryLibrary

 • To support the learning process of the

PGP/FPM/MDP students through provision of knowledge/information.

• To meet knowledge/information needs of the faculty, to support their teaching activities.

• To meet knowledge/information needs of the faculty and research staff to support their research activities.

• To respond effectively, where possible, to the knowledge/information needs of the Institute's client systems.

Stakeholders of the Library

Stakeholders Resources

Internal Customers

Post Graduate Programme Students Books, Periodicals, E-Databases,

Fellow Programme Students Books, Periodicals, E-Databases,

Faculty Members Books, Periodicals, Online Journals, E-Databases, Case Studies, VCDs, DVDs, Corporate Reports, Working Papers, Occasional Papers

Research Associates Books, Periodicals, E-Databases,

External Customers

Member of the Corporates/Industries/Government Bodies Books, Periodicals, Online Journals, E-Databases, Corporate Reports

Members of the NGOs Books, Periodicals, Online Journals, E-databases

Individuals Books, Periodicals

We should answer following questions?We should answer following questions?

• Are we delivering the services?• Are we delivering Quality services?• Are we able to understand the needs

of our clienteles?• How can we further improve our

services to meet the customers expectations?

Vital Question of our (LIC Professional) Vital Question of our (LIC Professional) existence depends on existence depends on

• Customers not only need SERVICE but it should be QUALITY SERVICE.

• They are meticulous about their requirements

• Their queries are becoming very complex.

CirculationCirculation

• Circulation which was manual becomes automated. • Barcode technology introduced to bring perfection and speed at

circulation center. • Transformation of card catalogue to OPAC (Online Public Access

Catalogue) through which user can search it with all parameters like Author, Title, Subject and in addition to that he can search the catalogue through combination search, or use of Boolean operators like AND, OR.or NOT. User gets the information right at the OPAC terminal if the document required by him is presently issued out. His time can be saved. OPAC can be installed on any node within the campus and can be access through LAN. User need not come physically to the library for knowing the availability of the documents but they can access the resources from their respective desktops.

ReprographyReprography• Information Technology brought a

revolutionary change in conventional services. It increases the speed as well as accuracy in document delivery service. User can get a printout of the relevant portion from the entire document. Retrieval of the information from the printed material was too time-consuming, but the online databases of the periodicals made it so easy. One can find out thousands of references on a particular term in just one click.

Experience 1Experience 1

• students of our institute are facing pressure of submission of reports. Earlier they use to spent eight to ten days in searching the relevant information from entire back issues of the journals and use to prepare there project report within a day or two on the basis of there search. They even could not search all the bound volumes. But online databases give them much more and much relevant information within eight to ten minutes. And they can prepare there project report by focusing the right approach.

Resource SharingResource SharingConventional System of Resource Sharing:•User need some reference/ document which is not available in the Library•He approaches the Reference Librarian with a request.•RL find out the source and write to the Librarian.•Other Librarian use to take photocopy of the reference.•He arranges to send it through post.•RL use to get it in about 10 to 15 days time.•User may have lost the interest.

Non-Conventional System of Resource Sharing:•User need some reference/ document.•He can mail his request.•RL will find out the source and will forward it to the appropriate library.•Other Librarian can send it as an attachment.•RL can forward it to the user concerned.•User may get the reference within three to four hours.

Experience 2Experience 2• One of our faculty members was looking for an

article and he told me the reference. I (Sanjay) was chatting through messenger with one of my professional friend in Delhi and I pass it on to her through messenger. She was not having it in her library but her friend in Hyderabad was having it. She asks him to forward it to me. I got the reference just within five minutes. The faculty member who was there I ask him to check his mail for that article. He surprised by the speed and praise me like anything.

Current Awareness Current Awareness Services (CAS)Services (CAS)

• Current AdditionsInformation about the books added to the library during a month.

• Current ContentsInformation about the content pages of the journals received by

the library during a week.

Customer Service Model Customer Service Model

• At IIM, Lucknow library after all the Library Advisory Committee meetings, visits to other institutions, informal discussions among other staff of the institutions, the conversations among the information services staff about how to deal with this or that particular user. We have put together the facts gathered about customer expectations and perceptions. We have developed our own concept from a concept of Michael leBoeuf's statement which will enable it to change users' perceptions and expectations about the information services unit.

1. Develop a user profile1. Develop a user profileAt IIM-Lucknow Library, we have developed a user profile database based on the requirements of the internal and external customers needs and requirements, the particular department, they are teaching etc. Over the years, the library personnel so trained that they are able to judge that as a customer enters the library, they are able to judge what information he will looking for.

2. Look at the information 2. Look at the information services unit through the services unit through the

user's eyesuser's eyes

• The library professionals of the IIM-Lucknow tried to understand the service from the user’s point of view to judge their satisfaction levels and expectations levels too. Like what information the clients are looking for? Whether we have supplied correct information? The relevancy and timely delivery of the information is must.

3. Beware of overpromising 3. Beware of overpromising and building unrealistic and building unrealistic

expectationsexpectations

• In a very strategic, and polite way we respond to our customers. We never over promise any customers demand

4. Use problems as opportunities 4. Use problems as opportunities to demonstrate just how good the to demonstrate just how good the information services unit can be.information services unit can be.

• We identify the problems and take it as a challenge to solve it, in the process we improved the services too.

5. Develop a unique relationship 5. Develop a unique relationship with your users and treat each one with your users and treat each one

as someone specialas someone special

• This is a very important component in IIM Lucknow Library, we develop a long term relationship with our users too. Most of our internal customers and library service providers staying in the campus so personal attachment and sense of belongingness always exist.

6. Keep in touch and keep 6. Keep in touch and keep them informedthem informed

• Keep posted their requirements, atleast their requirements”, this is the clarion call we always follow at IIM-Lucknow Library

7. Large part of good 7. Large part of good service is showbizservice is showbiz

• As part of the work we do, information services professionals not only have to make the users feel 'special' in their interactions with the information services unit, we want to make them feel good as well.

ConclusionConclusionAt IIM, Lucknow Library we are always thinking and developing to retain customers relationship. Customer retention is our main motto. If a customer leaves us, we think ten times and analyze, why he has left us? And that brings the further improvement and modifications in those lacuna areas.

THANK YOU!!!THANK YOU!!!

ANY QUESTIONSANY QUESTIONS