Services Operations Management
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 Government began taxing three services in 1994-95. This has grown steadily and as of 2004-05 the number of services taxed has gone up to 71. All these indicate the growing importance of services in the Indian economy and the need to apply management practices to plan and control operations in the service sector
SERVICE DEFINITIONS
Services are deeds, processes, and performances. (Valarie A. Zeithaml and Mary Jo Bitner,
Services Marketing, New York: McGraw-Hill, 1996, p. 5.)
A service is an activity or series of activities of more or less intangible nature that normally,
But not necessarily, take place in interactions between customer and service employees and/or physical resources or goods and/or systems of the service provider, which are provided as solutions to customer problems. (Christian Gronroos, Service Management and Marketing,
Lexington, Mass: Lexington Books, 1990, p. 27.)
Most authorities consider the services sector to include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible
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 Government began taxing three services in 1994-95. This has grown steadily and as of 2004-05 the number of services taxed has gone up to 71. All these indicate the growing importance of services in the Indian economy and the need to apply management practices to plan and control operations in the service sector
SERVICE DEFINITIONS
Services are deeds, processes, and performances. (Valarie A. Zeithaml and Mary Jo Bitner,
Services Marketing, New York: McGraw-Hill, 1996, p. 5.)
A service is an activity or series of activities of more or less intangible nature that normally,
But not necessarily, take place in interactions between customer and service employees and/or physical resources or goods and/or systems of the service provider, which are provided as solutions to customer problems. (Christian Gronroos, Service Management and Marketing,
Lexington, Mass: Lexington Books, 1990, p. 27.)
Most authorities consider the services sector to include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced, and provides added value in forms (such as convenience, amusement, timeliness, comfort, or health) that are essentially intangible