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JAMIA HAMDARDNEW DELHI
FACULTY OF MANAGEMENT
Summer Internship Project Report
In
Marketing Operation & Customer’s Handling
Master of Business Administration(Gen)winter batch
SESSIONS : 2014-2015
Enrollement No : 2014-502-019
PRESENTTED BY
MD.HABIBUR RAHMAN SHAMSI
Under the Guidance of
MD. SHAHNAWAZ ABDIN
Assistant Professor
DEPARTMENT OF MANAGEMENT, FMIT
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ACKNOWLEDGEMENT
I owe a great many thanks to a great many people who helped and supported me during the
writing of this book .
My deepest to our teacher Mr.Shanawaz Abdin the Guide of the project for guideing.
And correcting various documents of mine with attention and care . He has taken pain to go
through the project and make necessary correction as and when needed.
I express my thanks to the Faculty of Mangement ,Jamia Hamdard, New Delhi , for
extending his support .My deep sense of gratitude to Ms. Ankita Tygai (HR Executive)
Matter of Tech Solution Pvt.Ltd. for their support.
I would also thank my Institution and my faculty members without whom this project would
have been a distant reality . I also extend my heartfelt thanks to my family and well wishers.
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DECLARATION
I MD .HABIBUR RAHMAN SHAMSI here by declare that this project report is the record
of authenthic work carried out by me during the period from 16 th May 2015 to 30th june 2015
and has not been submitted to any other University or Institute for the award of any degree /
diploma etc
MD.HABIBUR RAHMAN SHAMSI
MBA (GENERAL) WINTER BATCH
JAMIA HAMDARD
New Delhi
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Executive summary
Handyman Stan is a start-up organization offering residents of a complete Handyman service.
By developing the reputation as a qualified, reasonably priced and trusted service provider,
Handyman Stan will quickly generate market penetration and develop a solid foundation of
repeat customers. As a Handyman, Stan will offer a wide range of home repair services. The
services are generally fairly minor tasks, if the problem becomes major a contractor is best
suited to solve the difficulty. Handyman Stan will offer the value-added feature to pre-screen
a contractor when Stan is unable to perform the repair. This will develop a trust bond with the
customer so that when a more minor issue comes up the customer is more likely to call Stan
due to his honesty displayed earlier. Stan offers fix-it services for: plumbing, electrical,
fences, windows, decks/patios, painting, deep cleaning, proofing, floors, Part time Driver,
Hero (Delivery Boy)
Treat every customer as if they were the most important customer the business has.
Honestly evaluate the needed skills for a job, passing it into a contractor if it is too difficult
as opposed to taking on a job that cannot be completed perfectly.
Work hard, guarantee all work and promote 100% customer satisfaction, if this is done
profitability will fall into place.
Repairing items is far less expensive for the consumer. Handyman Stan offers a one year
guarantee for all of their work, if something goes wrong, Handyman Stan will make it
right. The goal is to not have any unsatisfied customers.
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Table of content
Units Tittle Page No.
Chapter One (1) Introduction
Vision & mission
Values & service
10-18
Chapter two (2) Review of Literature 19-20
Chapter three (3) Research Methodology 21 -22
Chapter Four (4) Data Interpretation& Data Analysis 23-32
Chapter Five (5) Summarry,Conclusion,&
Rcomendation,
Limitation
Questionnaire
Biblography
33- 45
INTRODUCTION
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Matter of Tech is a leading complete IT Services & Consultancy Company based in Gurgaon
(India). Matter of Tech was established in 2011 by our founders Mr. Archie Gupta and Mr.
Ujjwal Bishnoi. It was his vision to a new way of business by combining IT innovations with
current market business practice.
Our main emphasis is to deliver best quality in every project we undertake .We believe
Technology leadership is the most successful strategy to challenge competitors and
consolidate our position since business and technology work hand in hand. We specialize in
the education sector and have launched multiple successful IT products like Book Bazaar,
VLE etc.
With a rare mix of IT & project management experts, we bring the most complete team to
bear on every project we take on. Business & technology experts, from the best universities
in the world, bring invaluable insights and expertise into their areas of expertise. Industry
veterans, form the backbone of our leadership team. In a business model where people are the
growth drivers, we are endowed with one of the most enviable pool of talent from across the
globe.
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Vision
To produce excellent services in the field of IT Services & Consultancy with
maximum efforts driven towards customer satisfaction.
Mission
To build upon a reputation of being one of the most innovative IT Solution and
Service provider. We believe in doing our work in the most efficient way with our
hard work put in our smart work culture.
To safeguard our employees, visitors and company assets
To create an environment of mutual trust, open communication and loyalty amongst
the employees to attain both internal and external customer satisfaction
Ensure compliance to the law of the land in all aspects
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Value s
Matter of Tech has a dream of evolving into the best Global IT Services &
Consultancy company, ensuring that the solutions being delivered include best IT
practice with the chosen area of technology. We operate with complete focus to
Maximize customer satisfaction, develop and encourage an environment of mutual
respect within the company and extending it beyond to clients. Encourage
commitment and personal learning of workforce. We are proud to have built our
organization on the strong pillars of integrity, honesty, and self respect.
Services
IT Services
Matter of Tech with its vision of quality and innovation has been successful in giving IT
consultancy in web solutions.
Business Consultancy
We work with top executives to help them make better decisions and deliver the sustainable
success they desire. We are passionate about achieving better results for our clients, results
that go beyond financial and are uniquely tailored and enduring.
Obsessed to Compete.
Product Design – Design for the present, plan for the future
Matter of Tech is a design and user-focused IT Company and we believe that a product
develops successfully with a decent concept of design and production. Our company aims to
produce innovative designs that help create an engaging relationship with the clients.
Web Design
Graphic Design
User Interface Design
Development
After a website is designed it is ready for web developments before it is finally created. This
requires a number of processes like website designing, content development, client-user
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scripting, programming, etc.
Web Development
PHP Development
Word press Development
Experience Invention.
We, as a team in Matter of Tech, strive hard to achieve the desired results. Our digital business
strategy is to complete the project with excellent competence and skill so that we onlydeliver the best.
Discover and Design
Before we start on any project, what we make sure is to understand the project from our client’s
point of view. Since the project is his idea, it is very necessary to understand the idea and then
discover ways to formulate the idea. We try to discover all that will likely affect the product and
generate audience for the project. Once all the required objectives are formulated, it then becomes
important to craft a purposeful design that will give a proper direction to the project.
Develop and Implement
Any services after it is designed and crafted has to be brought into action to form an interactive and
practical prototype. The web design is then converted to semantic code. A product is completely
developed only after it is properly reviewed and there is always room for improvement and
optimization. Such refining is necessary for the application implementation into a highly functional
system before the product is ready to be delivered.
Deliver
After the product is carefully designed and developed, focus is made on its delivery. We believe in
the fact that unless the product is clearly and purposefully delivered, there can be no success. The
final product has to be reviewed and refined to make it work as it is supposed to. It is carefully
tested and prepared for its final delivery. Also, even after the product is delivered, we make sure
there is likelihood for the product to continue to evolve over time.
Our Corporate Horizon.
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Book Bazaar
Book Bazaar is an online platform for students a market place where students can buy and
sell used textbooks for studying. This website provides a “trade point” where students can
sell and exchange their old and used books to other students looking for study material
online. This is an eco-friendly website as well as encourage buying books and recover a large
part of cost. The student has to just enter the name of the book and the searched book and
other related books to it are automatically displayed in the results page. No middle person is
involved in this course hence the trade is direct and subtle. This website is easy to run on
mobile applications as well which makes its usage more student-friendly.
Virtual Learning Environment (VLE)
VLE is an educational website, a system for delivering study materials to students over web.
This is designed specifically for IB curriculum for university-wide consultation. Our platform
enables effective transformation of course material from the institution to the students
without the classroom curb. This e-learning strategy help teachers educate their students in a
more useful manner over internet at any time of the day. There are options where students
can submit assignments, get their grades and view feedbacks, etc. There are other features
that can be customized as per the requirements of the organization. Our Upcoming Projects
Matter of Tech is soon going to release its new ERP project, one of the finest software
solutions set to deliver unmatched project management accuracies. The ERP will offer multi-
level approach to project achievability with its new enhanced features and effective
functionality. The ERP is believed to gear up with strong tech and operating background to
provide 360 degree business solutions for client satisfaction guarantee. We also have a
number of upcoming projects in the recent months. With our past projects, we are tapping
into the educational sector in India Book Bazaar and VLE are two notable projects that
aim to cater to the students who are seeking educational help online via internet, both
nationally and internationally. Other than that, we also have a couple of e-commerce projects
in our hands.
Website
we aim to create an active and lively website for our users that are unique and engaging on
the web. Websites are an advertising venue where buyers can visit and acquire significant
information about any product. A good website is likely to build interest in the users, both
visually and product wise. Hence, our focus is to convey the right knowledge to our users and
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generate huge traffic on the websites that is sure to generate revenue.
Customer’s Apps
We provide services of application development that offer a full range of services from e-
commerce sites. The recent businesses require strategies that are instant and high quality. We
create custom apps as per the user’s requirements that simplify business experiences. These
custom apps enables you to extract data, include CRM records in custom tabs, display
information and include other data such as context, account plan, order history, etc.
E-Commerce
In most recent years, e-commerce has created a benchmark with its online transaction facility.
These transactions are prevalent because they are quick, safe and in one’s immediate reach.
We indulge in developing e-commerce web portals that are simple and effective in carrying
out electronic transactions. These e-commerce web portals can be used by anybody, thus
improving customer engagement with retail brands.
Mobile
Mobiles has become the greatest means of communication even when talking of digital
business. With the increased advent of smartphone usages and mobile internet in the recent
decades, one can easily browse anything as the digital platform is seamless and so is its use.
We develop websites that cover all the requisites such as User Interface design, application
development and ability to run across all devices.
User Interface Design
Apart from technicalities, a software requires a good user interface for its proper
functionality. Unlike normal websites that focus only on the workings of the product, we also
consider its good UI. We strive to make our product more user friendly and virtually
appealing so that it holds the interest of the user. A clean and well organized website creates a
more positive psychological impact on the user and distinguishes it with other mundane
websites. We recognize the exclusiveness of each project and design them such that it bears
rewarding results.
Social Media
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Social media engagement plays a very vital role in earning followers and helps earn
feedback. It improves audience engagement, earns visibility and establishes credibility.
Social channels are a perfect showcase for social branding and excellent platform to engage
the target customers. The social media sites should be meaningful and able to convey
business prospects. Our goals and objectives guide the social media strategy and we look
closely at the company’s overall needs and use social media to fulfill these goals. Our
objective is to identify the ideal customers and determine the ideal platforms that will bring
better returns.
Non IT
New Project Bahiaon Calls names has been changed to Up Keepers (Handyman Services)
The Market
Handy Man Stan's target market has been segmented into: home owners and property
managers. There are potential customers in the home owner segment. This group has a
growth rate. There are potential customers in the property manager segment. This group is
growing at an annual growth rate.
Services
As a Handyman, Stan will offer a wide range of home repair services. The services are
generally fairly minor tasks, if the problem becomes major a contractor is best suited to solve
the difficulty. Handy Man Stan will offer the value-added feature to pre-screen a contractor
when Stan is unable to perform the repair. This will develop a trust bond with the customer so
that when a more minor issue comes up the customer is more likely to call Stan due to his
honesty displayed earlier. Stan offers fix-it services for: plumbing, electrical, fences,
windows, decks/patios, painting, weather proofing, floors.
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Competitive Edge
Handy Man Stan will differentiate from the competition by offering low price and low
minimum charge. Stan is charging a reasonable in an effort to encourage people to hire him
for tasks that they would otherwise try themselves of just ignore until it became more of a
problem. The second element of the competitive edge is Stan's low. This compares favorably
with the other industry competitors who often have minimums. This edge also creates an
incentive for the customer to call for Stan's assistance earlier than they would with
comparable service providers
Minor
plumbing
Leaky faucets, repair/replace fixtures, sprinkler repair, minor drain problems,
garbage disposal install, install ice maker lines.
Minor
electrical
Ceiling fan repair and install, electrical plugs and switches, vanity lights, motion
lights, cable and phone line installation.
Ac repair Window , Split , Ducting installation .,un installation, & servicing
Window,
wall and
door repairs
Small whole repair, door installation, window maintenance and repair.
Decks and
patios
Deck repair and maintenance, chemical cleaning, pressure washing, wood
replacement, and handrail installation.
Painting Interior and exterior (short of an entire exterior of a house).
Appliances All type of Ac ,microwave ,fridge , washing machine etc.
FlooringCarpet and hard wood repair.
Deep
Cleaning
All types of cleaning like a washroom , bathroom , hotel, office,
Tiffin This work is process on start
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Research Objectives
To produce excellent services in the field of Technical Services maximum efforts driven
towards customer satisfaction.
Customers Retention
Customers full fill requirement
Customers Long term relationship maintain
Customer’s loyalty
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Literature review
Wang and Lo (2004) found that CRM model is based on two perspectives. The first one,
measures the factors related to customer behavior such as: repurchasing, cross and up selling
and customer acquisition rate, and the second one measures the relationship quality, such as
customer satisfaction and customer loyalty. (Wang and Lo, 2004). Data were collected from
400 randomly selected customers of two security china’s company. According to the
emphasizing customer equity-base view, findings explores that emotional and functional
behavior of customers has positive impact on customer satisfaction and customer satisfaction
has positive effect on customer behavior based CRM. Finally, the result of this study shows
that customer behavior based CRM have a positive effect on customer and brand loyalty
(Wang and Lo, 2004).
Zine din,(2006) developed a triangle strategy between quality, CRM, and customer loyalty
which is leading to companies competitiveness. This research was designed to measure
satisfaction and loyalty of the customers based on two main conditions where the customer
database information and strategy of CRM should be structured well, and the system should
be enough capacity for data producing to accurate analysis. According to the findings of the
research, any changes of the quality of the services or productions or any other segments in a
firm over time could be used as an indicator to find the level of customer loyalty through a well-
structured CRM strategy. Also finding shows that, if the indicators of interaction, infrastructure, and
atmosphere would be linked to the object and process quality it helps to the researchers to find
what changes are required in CRM strategy to improve customer satisfaction and loyalty.
Inquired et al. (2005) developed a model in which, car repair and maintenance are tested as a case
where long term customer relationship is frequentative. Path analysis used to evaluate the
hypothesis, associated with customer perception customers’ perception, market loyalty and market
position which all provide market activities. The hypotheses were evaluated using a path analysis,
which associates relationship marketing activities and performance with economic performance.
This model proposed based on performance of marketing and economic. The measures proposed as
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follows Inquired et al. (2005): The position of Market Customer Loyalty Customer insight
Economic and market performance The findings suggest that the CRM implementation including
attraction activities such as service quality and commercial practices and loyalty programs such as
bonus, contact, satisfaction and complaints result in appropriate perception of customers leading to
increasing customer loyalty; therefore, economic performance of the firm would be increased.
As Feinberg and Adam (2002) indicated, transferring to online business rather than traditional way
of business is necessary nowadays. So in this way, implementing the internet provide an opportunity
for business to use it as a tool for customer relationship management.
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Research Methodology
The Objective of this Research is to measure the service and Satisfied Customers about
company.
Data which I had been collected into two form
Primary Data
Primary data: Primary data was selected from the sample by a self-administrated
Questionnaire at the time of feedback in base of Days wise
Secondary data: The source of Secondary data include Internet, Magazine, journals and
Referred form the library
Sample Size:
Types of sample : Primary Data & Secondary Data
Sample Location / Area : Gurgaon (DLF phase 1,2,3 &Shushantlok part 1)
Sample Size : customers (117)
Sampling Techniques:
Convenient technique is generally employed to extract the fruitful result.
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This including the sample procedure, the data collection methods, the data collection methods
the feedback method & field methods.
Analytical Tools:
Sample statistical tools (excel) have been used in the present study to analyze and interpret
the data collected from the field.
The study of Matter of Tech Solution .Pvt .Ltd service have been used percentage method
and the data are presented in the form of tables, graph& pie chart
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Data Interpretation& Analysis
These tables are the Customer’ s calls data for during to the Days wise Total No’s of calls ,
total no’s of satisfied calls, dissatisfied calls ,cancelled calls and In completed calls
C Total No’s
Customers
Calls
Total No’s of
satisfied
Total No’s
of dis
satisfied
Cancelled
Calls
IN completed Work
Monday 20 7 8 2 3
Tuesday 10 2 1 4 3
Wednesday 18 8 6 2 2
Thursday 9 4 3 1 1
Friday
15 6 9 0 0
Saturday 21 10 6 3 2
Sunday 24 11 8 4 1
Total 117 48 41 16 12
This table Show the Percentage of customers satisfied, dis satisfied, Cancelled and
incompleted calls show in this table day based.
Days Total no of % satisfied % dissatisfied % cancelled % P a g e 23 | 45
Customers
Calls
In completed
Monday 20 46.67 53.33 13.33 20
Tuesday 10 20 10 40 30
Wednesday 18 44.44 33.33 11.11 11.11
Thursday 9 44.44 33.33 11.11 11.11
Friday 15 40 60 0 0
Saturday 21 47.61 28.57 14.28 9.52
Sunday 24 45.83 33.33 16.66 4.166
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Day Total No’s
Customers
Calls
Total No’s of
satisfied
Total No’s of
dissatisfied
Cancelled
Calls
IN completed Work
Monday 20 7 8 2 3
Total Number of Satisfied; 7; 35%
Total Number of Dis Satisfied; 8; 40%
Cancelled Calls; 2;
10%
InComplete Work; 3;
15%
Monday
Total Number of Satisfied
Total Number of Dis Satisfied
Cancelled Calls
InComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dissatisfied because no’s satisfied customer’s lower than Dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services.
Day Total No’s Customers Total No’s of satisfied Total No’s Cancelled IN
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Calls of
dissatisfied
Calls completed Work
Tuesday 10 2 1 4 3
Total Number of Satisfied; 2; 20% Total
Number of Dis Satis-fied; 1;
10%
Cancelled Calls; 4; 40%
InComplete Work; 3;
30%
Tuesday
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dissatisfied because no’s satisfied customer’s lower than Dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,
Cancelled calls is greater in completed work so the cause of some areas market is not open at problems to spare part purchase, so the cause of cancelled /in completed work.
Day Total No’s Total No’s of Total No’s of Cancelled IN completed Work
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Customers
Calls
satisfied dissatisfied Calls
Wednesday 18 8 6 2 2
Total Num-ber of Sat -
isfied; 8; 44%
Total Number of Dis Satis-fied; 6;
33%
Cancelled Calls; 2;
11%
InComplete Work; 2; 11%
Wednesday
Total Number of Satisfied
Total Number of Dis Sat -isfied
Cancelled Calls
InComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis- satisfied because no’s satisfied customer’s greater than dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,
Cancelled calls and in completed work is equal to the cause of some customers are not reach at home / house /flat
Day Total No’s Total No’s of Total No’s of Cancelled IN completed
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Customers
Calls
satisfied dissatisfied Calls Work
Thursday 9 4 3 1 1
Total Number of Satisfied; 4;
44%
Total Number of Dis Satis-fied; 3;
33%
Cancelled Calls; 1; 11%
InComplete Work; 1; 11%
Thursday
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis- satisfied because no’s satisfied customers greater than Dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,
Cancelled calls and In completed work is equal to the cause of some customers are not reach at home / house /flat and busy to any urgent works.
Day Total No’s Total No’s of Total No’s of Cancelled IN completed
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Customers
Calls
satisfied dissatisfied
Calls
Work
Friday 15 6 9 0 0
Total Number of Satisfied; 6;
40%
Total Number of Dis Satis-fied; 9; 60%
Friday
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis -satisfied because no’s satisfied customer’s greater than dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,
Day Total No’s
Customers
Total No’s of
satisfied
Total No’s of
dissatisfied
Cancelled IN completed Work
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Calls Calls
Saturday 21 10 6 3 2
Total Number of Sat -isfied; 10; 48%Total Number of Dis
Satisfied; 6; 29%
Can-celled
Calls; 3; 14%
InComplete Work; 2; 10%
Saturday
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis satisfied because no’s satisfied customer’s greater than Dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,and dissatisfied client is cause of all these payroll tech involved so the profit base tech delay to reach at client home / house to the cause of cancelled and in completed to this work.
P a g e 30 | 45
Day Total No’s
Customers
Calls
Total No’s of
satisfied
Total No’s of
dis satisfied
Cancelled
Calls
IN completed Work
Sunday 24 11 8 4 1
Total Number of Sat -isfied; 11; 46%
Total Number of Dis Satisfied; 8; 33%
Can-celled Calls;
4; 17%
InComplete Work; 1; 4%
Sunday
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis satisfied because no’s satisfied customer’s greater than Dissatisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,and dissatisfied client is cause of all these payroll tech involved so the profit base tech delay to reach at client home / house to the cause of cancelled and in completed to this work
Total Number’s Calling Data
P a g e 31 | 45
Total of All Days Total No’s Customers
Calls
Total No’s of
satisfied
Total No’s
of
dis
satisfied
Cancelled
Calls
IN completed
Work
Total 117 48 41 16 12
In this data show the number of satisfied and dissatisfied client indicate to the percentage of the customers. According to in this data numbers of satisfied client is greater than dis satisfied because no’s satisfied customer’s greater than Dis satisfied in this day almost house /home/ flat owner/rent join to the office so not free at this time so delay reach tech at customer home/ house/ flat ,Service charge ,Working condition ,and satisfied clients are satisfied all these based time, charge , working condition , nature all these aspects are satisfied own services ,and dissatisfied client is cause of all these payroll tech involved so the profit base tech delay to reach at client home / house to the cause of cancelled and in form of completed to this work.
ConclusionP a g e 32 | 45
Total Number of Satisfied; 48;
41%
Total Number of Dis Satis-
fied; 41; 35%
Cancelled Calls; 16; 14%
InComplete Work; 12; 10%
Total
Total Number of SatisfiedTotal Number of Dis SatisfiedCancelled CallsInComplete Work
In this study we have analysis to the customer relation & customer‘s requirements to the
company so different types of strategy missing to the service based so cause of the numbers
of customers decrease in Tuesday and level of customers perception will be down ward
fluctuate in up &down .All these technician will not flow up to the any types of problem
reach on address and not proper rules follow up to the customer’s.
Staff problems:
Numbers of technician will be limited on payroll based to not full fill of the customers
required on the time.
Profit based technician will not follow up to continue to client.
Because technicians are already full day booked on self work to contact another technician
will contact on be
Half do work so the technician will problems on its works.
Payment Problem:
Customer’s cash payment problems to the cash payment on any types of payment receiving to
the various types of difficulties to the customer & company.
No exact knowledge work on service charge to the customers
No any types of payment assurance.
Bill /cash Memo problems:
No any types bill /cash memo provide to the customers to against of assurance to the
customer’s
Customers are problem to payments.
Customer’s no assurance to payments
Job Assurance :
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Identity card is not available to the any technician.
No any types of company assurance letter to the technician.
Cause of cancelled calls,
Work based wise Service charged.
Not timely reach tech at work
Customers not present at home / out of station
High charge price quotation
Tech nature wise.
Traffic based
Not completed information
Delay contact to Tech & customers
P a g e 34 | 45
Satisfied
Hour based Service charged
Location Tracker every tech mobile.
Customer contact to 2-3 times on working period.
Recommendation/Suggestion
Up keepers is a pioneer in providing residential services related to day to day life in Gurgaon
andDelhi We are a dynamic team, having capable and trusted professionals who perform a
wide variety of common home repairs and maintenance services.
We offer a wide range of home services making life easier for people. Your basic household
chores require less effort than swishing a magic wand as we are just a click away. Our
services include plumbing, electrical services, home cleaning, computer repairs and many
others.
We are committed to offer competitive pricing without compromising our workmanship and
quality. We fix both major and minor repairs and we also provide Indoor and outdoor home
maintenance.
As an example of diverse offerings we have, we are also into bridal make-up and other
beauty services at your place and at a time convenient to you. Up keepers also provides
laundry and dry cleaning and deliver it right at your door step.
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Our technicians are highly qualified in their respective domains. Our hiring process is very
rigid which ensures high degree quality and safety. Our technicians are at your service 24/7
and throughout .
The Service Economy
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Many successful service providers have strategies in common that offer lessons to other
companies. Among these are:
Close coordination of the marketing–operations relationship
A strategy built around elements of a strategic service vision
An ability to redirect the strategic service inward to focus on vital employee groups
A stress on the control of quality based on a set of shared values, peer group status,
generous incentives, and, where possible, a close relationship with the customer
A cool appraisal of the effects of scale on both efficiency and effectiveness
The substitution of information for other assets
The exploitation of information to generate new business
For one reason, they feature characteristics that distinguish many service industries
from goods-producing industries; notice the emphasis on people, ideas, and
information instead of things. For another, they promise twin benefits as part business
strategy. Each can provide further differentiation of the service product as well as
lower costs.
These lessons have significance for the economy too. While the service economy has
wrought a gigantic social restructuring of the United States, it has come in for unwarranted
criticism for its low rate of productivity gains. Companies like those I have described,
however, have created new jobs while raising productivity. If other companies learn these
lessons, job opportunities in the service sector will continue to expand and productivity
continue to rise. These developments will ease the pressures for the inflation of service
prices, sharpen the already respected competitivenessabroadof U.S.-based services, and
contribute to the partnership between services and manufacturing that is crucial to a healthy,
balanced national business base
The literature on capacity management focuses on goods and manufacturing, and many
writers assume that services are merely goods with a few odd characteristics. Unfortunately,
these researchers never fully explore the implications of these strange traits:
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1. Services are direct; they cannot be inventoried. The perishability of services leaves the
manager without an important buffer that is available to manufacturing managers.
2. There is a high degree of producer-consumer interaction in the production of service,
which is a mixed blessing; on the one hand, consumers are a source of productive capacity,
but on the other, the consumer’s role creates uncertainty for managers about the process’s
time, the service quality, and the facility’s accommodation of the consumer’s needs.
3. Because a service cannot be transported, the consumer must be brought to the service
delivery system or the system to the consumer.
4. Because of the intangible nature of a service’s output, establishing and measuring capacity
levels for a service operation are often highly subjective and qualitative tasks
Increasing consumer participation
The more the consumer does, the lower the labor requirements of the producer. Bag-’me-
yourself self-service gas pumps, customer-filled-out insurance information forms, and
Handyman-it-yourself Services are increased to participation inconsumer to the produce of
services.
There are, of course, some risks to increasing consumer input: consumers might reject the
idea doing the work and paying for it too; the manager’s control over delivery of the service
is reduced; and such a move can create competition for the service itself. A cook-it-yourself
restaurant customer might just stay at home
Handyman Stan has identified two distinct market segments, home owners and property
managers. These are the most attractive customer segments as they are the customers who
often have small repairs that are too small for a contractor but too complicated for the owner
to perform themselves.
The Handyman industry competes with the contractor industry for home repair jobs.
Handymen are typically used for small items, contractors are typically called in for more
extensive projects.
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Customers will often call whatever service provider they are familiar with, regardless of the
appropriateness. For this reason, word of mouth referrals will be very important. Potential
customers will ask neighbors/friends and other property managers for recommendations on
Handyman service providers. Handyman Stan will capitalize on word of mouth marketing by
going the extra mile to keep customers satisfied. Exemplary service will result in new and
repeat business.
Port service quality may be defined as a product or service that satisfies customer
requirements and expectations. According to the Advances project, to secure a quality port
service means to secure a service in a reliable, safe, competitive and environment-friendly
manner in accordance with customer requirements and the lowest possible level of risks for
life, environment, and property.
The enhancement of competitiveness, safety, and higher level of port environment protection
calls for introduction of a port service quality concept, based on clearly defined term denoting
quality, precisely determined requirements the port is required to meet on the market, port b
Basic functions (operational areas), identification of stakeholders and their requirements,
Service quality acts as a prerequisite in attracting new customers and holding on the existing
ones, hence the need for the service quality to be made commercially attractive to all
stakeholders in the transport and logistic chain, thus to foster investments aimed at providing
good quality services and developing good relationship with customers.
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Limitation
Delay on services provide to the customers
Time Management to the vendor & technician
Vendors & customers arrangement
Delay to customer conformation calls
ERP problem
Backup problem
Trackers are required to vendors
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Address Exact location
Transport problem
Cash memo / billing problem
Questionnaire for Customer’s handling
Name:Sex:
Address: Mob.No:
Q1. From how many years you are using services offered by Matter of tech?
a. 0-1 Years
b. 1-2 Years
c. 2-3 Years
Q2. Rate your overall satisfaction with the recruitment services offered by Matter of tech?
a. Highly Satisfied
b. Satisfied
c. Some satisfied
d. highly dissatisfied
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Q3. Are you satisfied with the quality of applicants Matter of tech is offering?
a. Yes
b. No
Q4. Do they entertain queries in a proper manners?
a. Yes
b. No
Q5. How do you rate the process of filtering services?
a. Good
b. Bad
Q6. Are you satisfied with the range of services?
a. Yes
b. No
Q7. Do they provide full information of the candidates at the time of requirement?
a. Yes
b. No
Q8. Do you find their charges nominal as compared to other competitors?
a. Yes
b. No
Q9. Do they provide any discount on bulk requirement
a. Yes
b. No
Q10. Do they give certain attractive offers?
a. Yes
b. No
Q11. Does the consultancy inform you about the new services / changes in the services on
time?
P a g e 42 | 45
a. Yes
b. No
Q12. Do you think the Matter of tech solution &Consultant identify and resolve problems of
the associated problems?
a. Yes
b. No
Q13. Do you think Matter of tech is maintaining good customer relations through its
services?
a. Yes
b. No
Q14.Would you call contact us for future works Matter of tech (Up Keepers)?
Yes
No
Other:
Q15. Would you refer our service to friends and family?
Yes
No
Other
Q16.Have you ever or would you ever make use of a Handyman?
Have made use of one in the past and will again.
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Have made use of one in the past but won’t use one again.
Have not used one in the past, but might use one in the future.
Have not needed one before and won’t need one in the future.
Q 17.What is your view of a Handyman as a profession?
Highly skilled professional
Skilled Tradesman
Back yard house mechanic
Bibliography /REFERENCES
1. See William E. Frohman, Jr., The Fight for Competitive Advantage: A Study of the United
States Domestic Trunk Air Carrier (Boston: Division of Research, Harvard Business School,
1972).
2. See Wickham Skinner, “The Focused Factory,” HBR May–June 1974, p. 113.
3 Naresh. K, .Malhotra “Marketing Research” Sixth edition Pearson
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Www. Google .com
Www. Askme.com
Journal marketingsince 1985, Page No 40spring
Management Science /vole 47, No 1January 2001
www.homejoy.com
www.housejoy.com
Redbecoan.com
Www. Marketing Research.com
www.upkeepers.in
Kolanović, Č. Dundović, A. Jugović: Customer-based Port Service Quality Model
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