SERVICE PROCESS IMPROVEMENT: IMPROVING THE ORDER TO CASH PROCESS
MBA Class of 2012
Under the Supervision of
Mr. Shyamsunder Pal
Department of Operations & Decision Science
In Partial Fulfillment of Award of Master of Business Administration
AMITY BUSINESS SCHOOL
AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
I, Anirudh Subramaniam student of Masters of Business Administration from Amity Business School, Amity University Uttar Pradesh hereby declare that I have completed Summer Internship on “Service Process Improvement: Improving the order to cash process” as part of the course requirement.
I further declare that the information presented in this project is true and original to the best of my knowledge.
Date: Anirudh Subramaniam Enroll. No: A0101910336
Place: Noida MBA Class of 2012
I Mr. Shyamsunder Pal hereby certify that Anirudh Subramaniam student of Masters of Business Administration at Amity Business School, Amity University Uttar Pradesh has completed the Project Report on “Service Process Improvement: Improving the order to cash process at Tata Teleservices Ltd.”, under my guidance.
Mr. Shyamsunder Pal
Department of Operations and Decision Making
My indebtedness and gratitude to the many individuals who have helped shape this thesis in its present form cannot be adequately conveyed in a few sentences. Yet I must record my immense gratitude to the brains and hands that worked overtime to support my efforts in the summer project “Service Process Improvement: Improving the order to cash process”. I express my sincere gratitude to my industry guide Mr. Manmohan Arora, Senior Manager, Enterprise Business at Tata Teleservices Ltd. for his able guidance, continuous support and cooperation throughout my project, without which the present work would not have been possible. I would also like to thank Mr. Sourav Bhattacharya & the entire team of Tata Teleservices Ltd, for the constant support and help in the successful completion of my project. Also, I am thankful to my faculty guide Mr. Shyamsunder Pal of my institute, for his continued guidance and invaluable encouragement.
List Of Tables and Figures
List of Tables
S. No.| Name of the Table/Figure|
1.1| Operations Model|
3.1| Order to Cash Process|
4.1| March Rejection Reasons|
4.2| April Rejection Reasons|
4.3| May Rejection Reasons|
4.4| Circle wise rejections March Bar graph|
4.5| Circle wise rejections March pie chart|
4.6| Circle wise rejections March Excel|
4.7| Circle wise rejections April Bar graph|
4.8| Circle wise rejections April pie chart|
4.9| Circle wise rejections April Excel|
4.10| Circle wise rejections May pie chart|
4.11| Circle wise rejections May Excel|
4.12| Product wise rejections March pie chart|
22.214.171.124.126.96.36.199.188.8.131.52.244.254.264.274.284.294.304.314.324.334.344.354.36| Product wise rejections March ExcelProduct wise rejections April pie chartProduct wise rejections April ExcelProduct wise rejections May pie chartProduct wise rejections May ExcelMarch SLA StabilityApril SLA StabilityMay SLA StabilityMarch Rejection StabilityApril Rejection StabilityMay Rejection StabilityMarch CapabilityApril CapabilityMay Bulk CapabilityMay Strategic CapabilityMay GSM CapabilityMay TC SMEA CapabilityMarch Circle wise SLAApril Circle wise SLAMay Circle wise SLAScree PlotRotated MatrixCross Tabulation of Experience vs Avg time to handle CAFCross Tabulation of Experience vs No. of CAFs handled|
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