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Business Case “Grievance Handling System for a Telecom Compan

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Business Case “Grievance Handling System for a Telecom Compan

Page 1 of 6

Assignment for CSII

Vamsi Somesh Marepalli MBA II Year Enrollment No: 69


Under the kind guidance of Mr. Lovneesh Chanana, Visiting Faculty, DoMS , IIT Roorkee


Project name3
Project team
Project description3
Measurable Organizational Value3
Analysis of alternatives5
Quantitative Comparison of Alternatives7

MAREPALLI Telecom Services Private Ltd.
Project name: Building grievance handling system for Marepalli Telecom Services Private Ltd. Project team:
1)Alex , Software Engineer: - Alex is a very highly experienced java professional. 2)Rajat , Project Manager: - Rajat is a successful prject manager who handled many time crunch projects. 3)Vamsi – Risk Analyst: - Vamsi is a Financial Risk Manager, worked with many MNC s and is an expert in cost benefit analysis. 4)Fema,Customer Relationship Executive:-Fema is a well experienced CRM and has handled many customer grievances and is in the same career from past 10years. 5)Kumaran, Service Marketing Executive: - Kumaran is a service marketing executive who achieved many breakthroughs in his career. Project description:

Marepalli Telecom Services Private Ltd. provides telephone, mobile and Dish TV services all over the country. It is one of the very few companies in India which provides lots of services and offers to the Indian customers and it also does the business online. Customer can order services and products online too. It is natural to get complaints from various customers in the business given the plethora of services offered by the company. The company currently has a very mundane system to handle grievances from customers. Records are maintained on paper, the system is slow and manual. The company needs an organized grievance handling system which can interact with consumers online/by phone. An internal...

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