PROJECT REPORT A STUDY OF THE CUSTOMER SATISFACTION OF BCS SOFTECH SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE

DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION UNDER THE GUIDANCE OF MRS. EKTA DARGAN ASST.PROFESSOR., MAIMS SUBMITTED BY: LOVENISH VERMA ENROLLMENT NO.07261101711

MAHARAJA AGRASEN INSTITUTE OF MANAGEMENT STUDIES (AFFILATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY,DELHI) PSP AREA,PLOT NO-1,SEC-22, ROHINI DELHI,110086

STUDENT DECLARATION This is to certify that the project titled A STUDY OF THE CUSTOMER SATISFACTION OF BCS SATISFACTION PVT LTD under the guidance of MRS. EKTA DARGAN has been completed and submitted in partial fulfillment of the requirement for the award of degree of Bachelor of Business Administration at Maharaja Agrasen Institute of Management Studies, Delhi . This is an original piece of work & I have not submitted it earlier elsewhere.

LOVENISH VERMA

GUIDE CERTIFICATE This is to certify that the project titled A STUDY OF THE RECRUITMENT POLICIES OF KAIMUR MINERELS PVT LTD is an academic work done by LOVENISH VERMA submitted in the partial fulfillment of the requirement for the award of the degree of Bachelor Of Business Administration from Maharaja Agrasen Institute of Management Studies, Delhi, under my guidance & direction. To the best of my knowledge and belief the data & information presented by him/her in the project has not been submitted earlier.

Faculty

ACKNOWLEDGEMENT

I am highly obliged to MRS.EKTA DARGAN (project guide) for his constant and excellent guidance and also his valuable support without whom this project report could not be successfully completed. I am also thankful to my friends, my parents, brother-sister for helping me in the completion of this project report.

Signature

Customer Satisfaction of BCS Softech

EXECUTIVE SUMMARY
The new millennium has brought us on the brink of the I.T. Revolution. This revolution has been aided by the advent of the Internet in a big way. Internet is fast changing the way people used to do things. Naturally, the same would have an impact on the advertisers. The Internet has been accepted as the most powerful media for advertising due to the absence of geographical barriers. The advent of the Internet and its subsequent acceptance has once again challenged the traditional forms of advertising. Advertisers are trying to use the 'net' to advertise their products and hence 'net' their customers. Thus, with the Internet gaining prominence, advertising equations are fast changing we would like to study the impact of Internet on advertising from the customers as well as advertisers point of view. There is no question that the growth of Internet advertising is outpacing offline advertising. As more and more companies realize the real value in advertising their goods and services online, they are diverting funds from other forms of offline advertising to compensate. Consequently, the market share of Internet advertising is continually growing while the market share of offline advertising mediums stagnates or declines. At the current rate of growth, Internet advertising has already overtaken radio advertising in spending and market share. While outdoor advertising is also experiencing growth, it is not growing as rapidly as Internet advertising, and Internet advertising has already overtaken it. The dominant forms of offline advertising, television, newspapers and magazines, still hold the lion share of the market, but their market share is expected to decrease slowly over the next few years. Some estimations predict Internet advertising will hold as much as 10% of the global advertising market share by 2009. The growth in Internet advertising is due to two different factors, more advertisers moving promotions online and the growing penetration of the Internet itself. Because the Internet is

still a relatively new medium when compared to other long established advertising mediums like newspapers and television, advertisers have not yet realized the full potential for gain. In 2008, if youre not on a social networking site, youre not on ultimate growth (UGC) power days consumer. in over quality, effects computer of the and which a than and rested when Todays the billion affordable Internet an has Internet in the Internet. Its as of other form true for user of are of a advertisers as it is for consumers. Social networking is the manifestation any Social the generated content, and as such, holds more potential for content on the Web today. User Generated Content Networks hands transforming the media ecosystem. Gone are the days when few content creators and media distributors. Gone are the marketers model consumer content is controlled is the creators technology been the the communication and path between advertisement and collaborative, collective, customized and shared. Its a world creator, consumer and distributor of content. Today there are and hundreds of millions of distributors. The proliferation of during the past 5 years, one of the most profound social democratization of media. Nowadays, anybody with a connection is ready to start broadcasting to the whole world, for free.

Online easy

tools and

such accessible

as to

the

well people

known Blogger make publishing on the Internet extremely with hardly any technical knowledge.

TABLE OF CONTENTS
S.NO 1. CHAPTER INTRODUCTION 1.1 1.2 1.3 1.4 Overview of the industry Profile of the company Problems of the company S.W.O.T. Analysis PAGE NO 1 1-22 1 6 21 22 26 2. OBJECTIVE AND METHODOLOGY 2.1 2.2 2.3 2.4 2.5 3. 4. 5. Significance Managerial Usefulness of the Study Objective of the Study Scope of the Study Methodology 28-33 28 28 29 29 30 34-47 48-56 57-60

CONCEPTUAL DISCUSSION DATA ANALYSIS FINDINGS & RECOMMENDATIONS

ANNEXURE

BIBLIOGRAPHY

Chapter 1 INTRODUCTION

1.1

OVERVIEW OF THE INDUSTRY

The Indian IT industry is growing steadily despite the global meltdown in the year 2009. When the whole of the world witnessed the negative growth, Indian IT industry still managed to register a growth of 5.5%. The industry is about to register the historic landmark of US $ 50 billion exports this year, according to NASSCOM President, Som Mittal. The domestic market is also slotted to witness 12% growth, this year. Potential size of Indias off shoring industry is estimated at US $ 120 to 180 billion by 2015. The industry currently employs around 1 million people and provides indirect employment to around 2.5 million people. It is expected to add another 1, 50,000 jobs in the next fiscal according to NASSCOM. Indian IT/ ITes sector is growing substantially with its expansion into varied verticals well differentiated service offerings increasing geographic penetration The phenomenal success of the Indian IT- ITes industry can be attributed to the favorable government policies, burgeoning demand conditions, healthy growth of related industries and competitive environment prevalent in the industry. The interplay of these forces has led to putting the industry on the global map.

ORIGIN AND DEVELOPMENT OF THE INDUSTRY The Indian IT industry is growing steadily despite the global meltdown in the year 2009. When the whole of the world witnessed the negative growth, Indian IT industry still managed to register a growth of 5.5%. The industry is about to register the historic landmark of US $ 50 billion exports this year, according to NASSCOM President, Som Mittal. The domestic market is also slotted to witness 12% growth, this year. Potential size of Indias off shoring industry is estimated at US $ 120 to 180 billion by 2015. The industry currently employs around 1 million people and provides indirect employment to around 2.5 million people. It is expected to add another 1, 50,000 jobs in the next fiscal according to NASSCOM.

As a human being, we all think about our development. As we plan for our development we also have to decide our working area, or the most approachable area. Everyone likes to cover an area as large as he can. Initially we had a small area of operation in each segment of life. But as the technology developed, we became part of global market and now we are able to cope with the market development at large.

Information technology has made a tremendous development in respect of our approach at a mass level. It opens the door for several avenues as well as brings in several threats, which should be analyzed carefully. Due to development in technology the information can be transferred from one place to another in very short span of time, earlier which required a lot of time. Transfer of large information and storing capacity for a long period also has some draw backs, inherent in the process itself. For example, manipulation of message is very easy and it requires small level of technical literacy. It is also observed that master in a subject may not be many times able to express his views effectively as compared to a person having less knowledge of subject but more computer literacy, who can make better presentations. Here the knowledge part of the core subject has been compromised with proficiency with technology.

Now, to teach one subject several teaching methodologies are available. One has to apply one or two out of them, which suits him the most. If one institute has less number of such teaching technologies it cannot make its place in the market even if it is very sincere and dedicated for providing a quality education to the students. Here it leads to pomp and show than the development of value-based teaching.

It is true that the development of information technology made available number of resources but it also lead to duplicacy as well as piracy. In spite of reading articles or gathering information from different sources for qualitative research useful for the society, one would like to cut and paste information and other relevant matter for his advantage, which discourage the habit of reading, being creative and utilizing brain storming exercises.

Whole economy of the world is very much dependent upon the technological advancement. This increased competition in each segment of the market. One very important aspect is that now people are buying consumer durables not once only but majority of them are replacing the existing product within very short span of time. Such type of changes in consumer taste can be seen in the television, air conditioner, washing machines, automobiles, mobile industries etc. It leads to the product out of market within very short period of time, and it also increases consumerism, which ultimately decreases the saving and investment habit of an individual.

This drastic change in the technology has negative impact on society also. Now the theft, piracy, robbery and other type of hi-tech crimes have grown up very fast. These crimes are committed by the young professional generation because they need handsome money through the application of such technically advanced skills. This shows negative picture of current education system and also of the educated class. It demoralizes the young generation.

Today's generation is very much choosy than earlier and the reason is that they have more alternatives in their hands. Certainly, it creates more avenues and dynamism but it also hampers the mental stability. Today's young generation wants to earn money by hook or crook. It is immaterial for them, how they earn money. The most important thing for them is only how much money they have. It reduces the quality of life, which generates the stress, social unrest and mental tension and ultimately no peace in the life. They are trying to stretch the period of twenty-four hours of a day in more and more productive hour at the cost of their health which has disturbed their natural system of digestion and standard level of health. To improve the health and physical fitness they need a sophisticated and hygienic environment and medical, psychiatric and surgical supervision.

Lack of number of people of desired qualification and skill is also a big problem. Due to fast change in the information technology, several technical qualifications have also become out of date with in very short period of time.

The technological development especially in information sector requires a large amount of capital investment, sophisticated environment and increase in dynamic risk. Dynamic risk means possibility of loss due to change in environmental factors. First it requires investment in its installation, maintenance and then in its replacement. It involves cost of equipment, which is of capital nature as well as remuneration paid to personnel involved at each stage, i.e. revenue expenditure. Capital expenditure requires its absorption during fixed period of time through depreciation. Likewise the revenue expenditure also involves some cost of capital, which is made available through own or borrowed sources of owner. The depreciation and all the revenue expenditure form part of the annual income statements. Above cost factors play a very crucial role in the adoption of new technology.

Last but not the least the tendency to adopt new technology is a very typical psychological tension of mind. With a great pressure one becomes ready to adopt new technology if he has no choice, otherwise the general tendency is to cope with the old technology or work with old technology for which people are habitual. So, the adoption of new technology is also difficult.

All in all, the development of new information technology should be welcomed because it is the need of the hour. And all of us should prepare ourselves to make it easier for us and should use it in ethical ways, and then only we would be able to survive in the market.

GROWTH AND PRESENT STATUS OF THE INDUSTRY

History and Evolution of IT Industry The evolution of IT industry can be studied in 4 phases:

Phase I: Prior to 1980 The software industry was literally nonexistent in India until 1960. Software used in the computers till that time, were inbuilt with the systems. Government protected the

hardware industry through high tariff barriers and licensing. However, in the West, the need for software development was gradually being felt as the software inbuilt in the system was not sufficient to perform all the operations. The Government of India therefore, realized the potential for earning foreign exchange.

In 1972, the government formulated the Software Export Scheme. This scheme made the provision of hardware imports in exchange of software exports. TCS became the first firm to agree to this condition. The year 1974 marked the beginning of Software exports from India.

Phase II: 1980- 1990 Despite the government initiatives, the software exports were not picking up because of two reasons mainly:
The exports of software, was heavily dependent on the imports of hardware, which was costly as well as the procedure for obtaining the same was very cumbersome. Secondly, there was a lack of infrastructural facilities for software development.

To counter these, the government formulated a New Computer Policy in 1984, which simplified import procedures and also reduced the import duty on hardware for software developers. In an attempt to make software industry independent of the hardware industry, the government in 1986, formulated Software Policy which further, liberalized the IT industry. According to this policy, the hardware imports were delicensed and were also made duty free for the exporters. This along with the world wide crash in the hardware prices reduced the entry barriers substantially. In 1990, government established Software Technology Parks of India. This scheme was formulated to increase the exports of software and services.

Phase III: 1990- 2000 This decade made several significant changes in the economy, including trade liberalization, opening up of Indian economy to foreign investment, devaluation of the rupee and relaxation of entry barriers. These changes attracted many foreign entities (MNCs) to our nation. These MNCs in India, introduced Offshore Model for software

services, according to which, the companies used to service their clients from India itself. This model further graduated to Global Delivery Model (GDM). Global Delivery Model is a combination of Onsite and Offshore Model. In this model, the Offshore Development Centre is located at various locations across the globe. During this period due to the entry of many players in the Indian market, the competition got intensified. Therefore, the players started investing in research and development to distinguish their services from others.

Phase IV: Post 2000 The global problems like the Y2K, the dotcom crash and recession in the US economy, proved to be a boon to Indian IT industry. The Y2K problem demanded the existing softwares to be compatible to the year 2000. Due to the shortage of US based programmers during this period, many mid sized firms were forced to utilize the services of Indian firms. This had placed the Indian IT industry on the global map. Post 2002- 03, the industry had registered a robust growth rate because of increase in the number of clients, large sized contracts and a strong global delivery model.

FUTURE PROSPECTUS

The industry is right now predominantly export oriented. When we look at the growth in exports and the growth in domestic sales, we can observe that the domestic sales growth are left far behind. So if the domestic sales increases, growth of the overall industry will happen. Therefore, the players as well as the government should take initiatives to increase the domestic consumption. The Indian IT players are pre dominantly involved in rendering lower end services to their clients. Therefore, the industry can grow only when it starts moving up in the value chain. Presently, the Indian IT industry is basically focusing on the Application Maintenance and Infrastructure Management. But the focus on rendering higher end services will help in strengthening the brand image of the industry.

1.2

COMPANY PROFILE

BCS Softech is a solutions provider that catalyzes the union of "strategy" with "execution" to achieve results faster. We persistently strive to accelerate client progress. Our solutions help bring scalability and sustainability to the growth of businesses through a super-optimal approach. Processes, Technology and Focus are our core strengths that help deliver customer satisfaction. With a strong technology domain expertise, vast experience managing businesses for global companies and in-depth understanding of the Indian market, we are uniquely positioned to set-up a strong platform for client growth in emerging markets. Our goal is to serve as the synergist for global corporations in their pursuit to realize the full potential of emerging markets to scale their businesses. ADVANTAGE At BCS Softech, we are trusted advisors to our clients and a harbinger for their growth in unchartered territories. We help our clients set up and run robust Marketing and Sales operations in India in seamless alignment with their organizational structure, culture and objectives through our turn-key as well as modular offerings. Our value proposition is: "Shortened time-to-revenue, end-to-end ownership and sustainable growth through technology-centric, process-driven, tailor-made business solutions that integrate into our client's eco-system in the most seamless way."

We differentiate our partnership with our clients through:

Consultative "Strategy to Results" Approach. In-depth Eco-System Understanding. Seamless Integration with Client Eco-system.

SERVICES BCS Softech offers SaaS, PaaS, IaaS through cloud application development, migration and testing services for ISVs and Enterprises.

BCS Softech product development genealogy has positioned it as market leader in OPD delivering world class services for ISVs cheaper, faster and better. BCS Softech extensive experience in enterprise application delivery right from architecting to deployment gives it edge over its competitors when it comes to deliver enterprise class

applications. BCS Softech offers Product and Application Development services on cloud for ISVs and Enterprises using Amazon Web Services, Microsoft Azure, Facebook F8 engine and Google App Engine. BCS Softech center of excellence in cloud computing has done extensive work in developing new cloud applications and migrating legacy applications developed using .NET, J2EE and LAMP technologies.

CLOUD FOR ISVS Independent Software Vendors (ISVs) are moving to Cloud rapidly to provide ondemand software services. BCS Softech rich experience in the domain of product engineering and SaaS/SOA makes it the preferred choice as technology partner for ISVs. BCS Softech has expertise across entire cloud stack. Physical infrastructure and data center: Server consolidation, storage,

backup/recovery, data protection, and virtualization.

Cloud middleware: Platform cloud services consist of the software and services developers use to build new applications, typically through an API, on the cloud. Commonly referred to as Platform-as-a-Service (PaaS), these services range from horizontal platforms that utilize broad programming languages like PHP, Ruby on Rails to more vertical platforms tied to specific pre-existing services like NetSuites SuiteCloud, Open Nebula, UEC, Scala, Google App Engine, Salesforces Force.com and/or Facebooks developer platform.

BCS Softech has vast experience and expertise working in various middleware technologies. Cloud applications: Cloud applications are on-demand software solutions designed for enterprises, SMBs, and consumers. They are typically called Software-as-a-Service (SaaS) and include many of the same applications found in the traditional software market but are designed for multi-tenant use and run on an infrastructure cloud environment. Unlike many traditional software products, cloud applications are subscription based and are updated and maintained by the provider. Additional cloud based applications for developers are located under Platforms; and the software for infrastructure operations & security is located under Compute and Storage. ENTERPRISE CLOUD COMPUTING The robust team of Cloud professionals at BCS Softech understands the cloud ecosystem and methodically carries out end to end cloud assessment and adoption services for our enterprise customers. Assessment: Before embarking on a cloud strategy it is essential to weigh the pros and cons of all IT delivery models that are available. BCS Softech cloud assessment methodology helps understand strategic impact, risk impact and financial impact of moving to cloud and provides a detailed cost benefit analysis of enterprise cloud.

Design: Your business and what it demands makes it imperative to decide which design and architecture model will best fit your enterprises cloud needs. While moving to cloud, all-fits-in-one model work. The doesnt selection of cloud is based on many factors such as

How much processing power will be sufficient? How many virtual machines (VMs) will be needed? What level of security will be required? What kind of billing and metering system will be required? Will my cloud address to my increasing demands i.e. scalability?

All the above queries need to be answered before modeling any specific architecture for enterprise cloud. Deployment: BCS Softech rich experience in the deployment processes will help you deploy your enterprise cloud from the first stage to full-fledged production environment seamlessly.

Integration and Customization: BCS Softech rich genealogy of product engineering, our expertise in SaaS/SOA/Web 2.0 and our understanding of each of the cloud computing software stack makes us help our customers integrate and customize their enterprise clouds. Operations: Ongoing operations management includes data migration, parallel runs, maintenance (preventative maintenances), security monitoring, risk assessment, compliance assessment, periodic security audits, support SLAs and helpdesk systems. BCS Softech follows ITIL service life cycle which implies a service design, service transition and service optimization. CLOUD APPLICATION TESTING Testing cloud applications require probing the functionality, performance and security at all layers such as SaaS, PaaS and IaaS. Its very different than testing non-cloud applications. Ways and approaches usually practiced in testing non-cloud applications may not be appropriate for testing cloud applications for the obvious reasons that cloud applications need to be highly scalable, elastic and secure. Moreover, the architecture of cloud applications may greatly differ than those of non-cloud applications. Even the deployment model is totally different. BCS Softech understands the cloud ecosystem thoroughly and hence knows how to test the cloud application from functional and non-functional perspective. BCS Softech is adept in validating the architecture alongside proven best practices to design cloud apps, test the functionality of the cloud apps and baseline the performance and evaluate the security implementations. BCS Softech has professional experience of testing SOA and SaaS based applications using open and OTS tools. BCS Softech provides following cloud testing services for its customers: End-to-end system testing: Validation of all critical aspects of complex transactions which may extend through web interfaces, middleware, backend services, databases, and everything in between.

Load/Performance testing: Verifies application performance and functionality under heavy load. Existing end-to-end functional tests can be leveraged for load testing, removing the barrier to comprehensive and continuous performance monitoring. Security testing: Prevents security vulnerabilities through penetration testing and execution of complex authentication, encryption, and access control test scenarios. PROFESSIONAL CLOUD SERVICE In addition to cloud consulting, cloud application development and cloud testing services; BCS Softech offers the following Professional Cloud Services: Cloud assessment services: BCS Softech understands the importance of cloud computing for business. As its true with any other technology, cloud computing is not for everyone and every need. BCS Softech has done extensive research to understand the parameters impacting ROI of moving to cloud. Our assessment tool utilizes important business information from enterprises to generate detailed assessment reports. Cloud component repository: BCS Softech R&D team designs and develops reusable cloud components and thus reduces the delivery cycles. Cloud platform optimizer: Poorly designed cloud applications will not harness the full potential of underlying platform and infrastructure. BCS Softech has extensive experience of SaaS, enterprise architecture frameworks like TOGAF, Zachman Framework etc. Our architects know the capabilities of various cloud platforms and infrastructures hence are adroit in designing the cloud applications to fully harness the power of underlying platform services to give your cloud applications optimal performance level. BCS Softech cloud platform optimizer tests the cloud applications against the optimal usage of platform services.

CLOUD INFRASTRUCTURE AND ADMINISTRATION BCS Softech center of excellence in Infrastructure and Application Virtualization provides Cloud Infrastructure Provisioning and Administration Services through solutions like VMware and Microsoft. BCS Softech managed services group provides extremely cost effective and hassle-free remote infrastructure administration services. Infrastructure virtualization consulting services using VMware and Microsoft Hyper V. BCS Softech is the leader in outsourced cloud computing services and solutions. With a strong focus on optimizing costs, reducing CAPEX and providing world class consulting services, BCS Softech virtualization competency center helps customers shift their focus from maintenance to efficacy and innovation. BCS Softech virtualization experts have vast experience of providing solutions to enterprises in the following areas

Virtualization capacity planning Datacenter design Migration planning Migration from physical to virtual infrastructure

Virtualized infrastructure administration If you already have your infrastructure virtualized, BCS Softech can still save your cost of managing virtualized infrastructure simply by taking the end to end administration responsibility off your IT department, fine tuning the virtualized resources, SLA based monitoring and performance improvement, implementing risk free risk mitigation strategies like HA, shared storage, Dynamic Power Management(DPM) etc.

Deployment and on-premise IaaS management service (private cloud) The first step for enterprises wishing to move on the cloud is to build the private cloud or on-premises IaaS Services, which provides an abstraction layer over the traditional way of having the IT infrastructure for business computing needs. This has changed the way IT delivers to enterprises dramatically. While IaaS is meant to simplify business needs of enterprises, its deployment is extremely complex. If not planned well, it may prove a nightmare for administrators and a white elephant for business owners. BCS Softech has world class Data Center Architects, Virtualization Specialists and hard core System Administrators having experience of more than a decade in managing large scale enterprise IT infrastructure. BCS Softech specializes in providing the enterprises with best of breed on-premises IaaS deployment and management services.

SOA CONSULTING The enterprises which effectively align technology with business goals achieve competitive advantage and that is what BCS Softech as software solutions company tenaciously believes in and implements. It is a business need today for softwares that we have been using or want to use in future to intercommunicate with other softwares. BCS Softech is helping enterprises to drive the compatibility across the application infrastructure through open standards and serviceoriented architecture (SOA). Service-oriented architecture (SOA) is a software architectural concept that defines the use of services to support business requirements. In a SOA, resources are made available to other participants over the network as independent services which can be accessed in a standardized way. SOA is a standards-based design methodology that more closely aligns IT with business processes using a collection of shared services on a network. Using standard interfaces that help mask the underlying technical complexity of the IT environment, SOA enables

greater re-use of IT assets. This results in more rapid development and more reliable delivery of new and enhanced business services. BCS Softech recommends service oriented architectural framework to its customers for achieving following business and technology benefits.

Business Benefits

Efficiency: Transform business processes from replicated processes into highly leveraged, shared services that are cost effective in terms of maintenance.

Responsiveness: Rapid adaptation and delivery of key business services to meet market demands for increased service levels to customers, employees, and partners business process consulting, service oriented architecture, SOA web services, SOA Consulting, web services consulting.

Adaptability: More effectively rollout changes throughout the business with minimal complexity and effort, saving time and money.

Technology Benefits

Reduced complexity: Standards-based compatibility versus point-to-point integration reduces complexity.

Increased reuse: More efficient application/project development and delivery through the reuse of shared services previously developed and deployed.

Legacy integration: Legacy applications, leveraged as re-usable services, lower the cost of maintenance and integration.

With BCS Softech established strengths in ERP, CRM, Portal and EAI platforms as well as custom application development using JEE and .NET technologies, we offer the widest technology portfolio for Web Services and SOA implementation. Rather than focusing on

just the technology layer of Web Services such as SOAP, WSDL, UDDI etc., Cloud BCS Softechs approach to SOA revolves on aligning the SOA design with key business objectives to provide concrete, measurable benefits while simultaneously addressing real world concerns such as the security and manageability of the implementation. SAAS CONSULTING As organizations continue to adopt outsourced models for automating critical business processes, SaaS is becoming more attractive for many different types of service providers as well as Independent software vendors (ISVs). Under this model, software features can be customized by the customer or the user based on their specific industry, work environment, or other norms, the features can be easily enabled or disabled as per convenience. Following compelling business drivers are making SaaS delivery a viable alternative to traditional licensed based product or application delivery:

Lower cost of ownership of software Flexibility to change usage commitments as business circumstances change Economically appealing business cases Quicker roll outs Accurately their ongoing expenses with IT budgets being tightened & assessed for better return on investment (ROI)

Software-as-a-service is undergoing a fundamental shift in how software is acquired, used and paid for. Emerging SaaS models and offerings are taking the SaaS concept far beyond first-generation application functionality and deployment, and into missioncritical business operations for large and small firms.

Software as a service delivery has two major categories:

Line-of-business services, offered to enterprises and organizations of all sizes: Line-of-business services are often large, customizable business solutions aimed at facilitating business processes such as finances, supply-chain management, and customer relations. These services are typically sold to customers on a subscriptionbasis

Consumer-oriented services, offered to the general public: Consumer-oriented services are sometimes sold on a subscription-basis, but are often provided to consumers at no cost, and are supported by advertising

Be it business-to-business (B2B) or business-to-consumer (B2C) focus, BCS Softech understands the complexities of developing and delivering Software as a Service (SaaS) in a multi-customer environment. Moving from offering on-premise software to software as a service requires software vendors to shift their thinking in three interrelated areas: in the business model, in the application architecture, and in the operational structures. Considering this, BCS Softech SaaS Consulting services focus on the following:

Business model consulting: Selling SaaS is like selling mobile phone ring tones, or downloadable music-it should be possible for a customer to visit website, subscribe to service, pay with a credit card, customize the service, and begin using it, all without human intervention on the part of the vendor. This doesnt mean eliminating more personal approach for larger customers with more extensive needs. Changing business model could involve one or more of the following:
o

Shifting the ownership of the software from the customer to an external provider

Reallocating

responsibility

for

the

technology

infrastructure

and

managementthat is, hardware and professional services from the customer to the provider
o

Reducing the cost of providing software services, through specialization and economy of scale

Targeting smaller businesses, by reducing the minimum cost at which software can be sold

Realizing the benefits of SaaS requires shifts in thinking on the part of both the provider and the customer, and its up to the provider to help the customer make this shift. BCS Softech SaaS business consulting team can help you in devising innovative business models and educating customers in making business and delivery model shift.

SaaS application architecture consulting: A well-designed SaaS application is scalable, secure, multi-renter-efficient, and configurable.
o

Scalability: It means maximizing concurrency, and using application resources more efficiently.

Multi-renter: It is an architecture that maximizes the sharing of resources across renter, but that is still able to differentiate data belonging to different customers.

Configuration: SaaS application architecture requires ensuring that the task of configuring applications is simple and easy for the customers, without incurring extra development or operation costs for each configuration.

Security: The nature of SaaS makes security both a paramount concern for customers, and a high priority for application architects. Along with application data security, managing authentication and authorization aspects are the key architecture drivers from SaaS application point of view.

BCS Softech understands these application architecture drivers and can help you in making critical architecture trade-off decisions which can have long term impact on technology and business scalability. BCS Softech has experience in business model and architecture consulting architecting and deploying Software as a Service (SaaS) applications for its customers across the globe. Best practices identified by our expert architects have helped customers successfully architect and deploy robust service oriented solutions.

UNIFIED COMMUNICATIONS AND COLLABORATION Seamless communication and collaboration among employees, customers, partners and suppliers are essential in today's highly competitive global marketplace. BCS Softech Unified Communications and Collaboration Solutions is an innovative portfolio that enables and enhances your environments for more effective

communications and collaboration across your business processes.

SYSTEM INTEGRATION SERVICES We develop business networks with a high degree of robustness, consistency and performance, to ensure we provide the right network solutions and hardware for your business and IT needs.

We Provide...

Comprehensive service and support facilities Supply and commissioning of server, network and communication equipment Analysis of ongoing IT infrastructure costs Network design and analysis System Health check services Design and implementation of VPN services Installation, configuration and monitoring of firewalls and remote access servers Comprehensive Microsoft, Juniper, Polycom, Cisco, Adva, HP, Netapp, EMC, Radware, Dell engineering services

Extensive range of Linux application services Infrastructure and design implementation

BCS Softech is one of India's fastest growing companies providing Cloud Application Services, Big Data Solutions and Analytics. We help our clients set up and run a robust Marketing and Sales operations in India in seamless alignment with their organizational structure, culture and objectives through our turn-key as well as modular offerings.

1.3

PROBLEMS OF THE ORGANIZATION

Expensive & Unskilled Manpower

IT industries have become expensive due to rapid increase in the cost for the manpower. There has been regular increase of salaries by 10-20% every year. This increase in the salaries without correspondent increase in output levels per person is eating into the profit

levels of the Indian IT companies. In the earlier times India provided less expensive, highly skilled manpower; currently it has run out of that skilled manpower and whatever manpower is available is either not skilled enough or highly expensive.

Management

While talking about management skills, questions are raised about the quality of management in IT sectors due to relatively low levels of skills in manpower and overall business performance. Managers must possess a combination of specific competences and softer skills and attributes to manage and motivate employees. Changes in technology and organizational changes can create a need for managers to continually develop and enhance their competencies and their personal attributes as part of an ongoing development process.

Security

The failure to address security problems today is by and large caused by organizational issues, not technological limitation. The major organizational obstacles to an effective security program are- when many companies arent even aware of the attack, whether internal or external, the majority of companies with massive security suffer from head in the sand problem. The other obstacle arises when though you have a good security team that knows what the issues are, more often than not there are major organizational obstacles to actually solving the problem. Political battles, turf wars etc, destroy the effectiveness of more security programs than the lack of any product or technology. To be an effective part to have a more secured technology, one should have Knowledge-- of what needs to be done; Empowerment---to make the necessary changes; and Talent- to execute it properly.

Customer service

One of the challenges faced by IT sector in India is to improve customer service by listening to and meeting the clients need. IT has been suffering from bad reputation when it comes to satisfying customer needs. Many a times, the work is done incorrectly

or not upto the customers satisfaction and requirements and it is at the end the customer who ultimately determines what is good and what not.

Human Resources

There is a high need to develop creative ways to minimize stress, satisfy employee needs, and match corporate needs to employee goals. Being in the developing country, workload is increasing day by day, a relaxing break is must- anything that can give IT professionals a break should be considered to retain valued employees leading towards growth of the nation.

1.4

SWOT ANALYSIS

Strengths: Strong brand name. Highly skilled workforce. High budget and enough money for business. Less integrated than other big groups.

Weaknesses: Lack of competition. Limited funds.

Opportunities: Proper advertisement (Direct mail, sponsorships, place mats, radio, television advertisement, travel and sports magazines, Verizon yellow book etc.)

Better use of database (Identify professionals, use of ACT database).

Threats:

Geographical Disadvantages. International and Environmental Laws.

Chapter 2 OBJECTIVE AND METHODOLOGY

OBJECTIVE AND METHODOLOGY

2.1

STATEMENT OF PROBLEM

This topic is about analyzing the satisfaction of the consumers towards the services provided by BCS Softech. It has come through to give a clear cut idea to the market strategy, the ways of how the marketing pattern of BCS Softech. Its main aim is to find out the marketing strategy and pattern of BCS Softech and also how it properly acts to attract customers to its enterprise. The comprehensive statement of the problem can be state as A Study on Consumer Satisfaction of BCS Softech.

2.2

MANAGERIAL USEFULNESS OF THE STUDY

Through this project, the sales and operation manager want to know the post sales service performance and to analyze the satisfaction level by the feedback of the customers. To know the quality of service and improvement to be made in the service provided by BCS Softech and to find the problems faced by the customers and to know the new area of improvement with the help of customer feedback.

2.3

OBJECTIVES
To study the consumer attitude towards BCS Softech. To know the customer opinion about BCS Softechs services. To know influencing factor to buy BCS Softech. To know the satisfaction level of consumers.

2.4

METHODOLOGY

The objective of the present study can be accomplished by conducting a systematic market research. Market research is the systematic design, collection, analysis and reporting of data and findings that are relevant to different marketing situations facing the company. The marketing research process that will be adopted in the present study will consist of the following stages: Research Instruments: The research instruments generally used to collect the primary data are Questionnaires and Mechanical instruments. Questionnaires: Questionnaires are formal set of questions prepared to collect the required information. This is one of the most effective and popular techniques used in surveys. However, we had to be careful when drawing up questionnaires. Before deciding on the questions, it was important to understand the exact nature of information required and who should be interviewed. The knowledge level of target respondents was kept in mind, while drawing of questions. The major junk of the customer was basically from urban background. The questionnaires were designed in English. Sampling: The sample is a subset of a unit of a population, collected as a representation of it. The proper sample design is essential in marketing research. The sample has to be collected in such a way, that it represents the population. The sample was taken from all the segments of the customers. Sample Size: The size of the sample is an important element in the research process as it has a direct affect on the result of the research. As a size of sample increases, accuracy and reliability of the research results also increases. However, the cost of the research also increases.

Therefore, we need to make a tradeoff between the accuracy and cost of research. Type of project was another important aspect of deciding the sample size. During this project we touched 50 customers in Delhi region. The marketing research process that will be adopted in the present study will consist of following stages: * Defining the problem and the research objective:

The research objective states what information is needed to solve the problem. The objective of the research is to derive the opinion of the users and opinion of the potential customers. * Developing the research plan:

Once the problem is identified, the next step is to prepare a plan for getting the information needed for the research. The present study will adopt the exploratory approach wherein there is a need to gather large amount of information before making a conclusion. If required, the descriptive and casual approaches may also be used. * Collection and Sources of data:

Market research requires two kinds of data, i.e., Primary data and Secondary data. Being a firm in service industry, data gathering will involve usage of both primary and secondary data though there will be an extensive usage of primary data. Well-structured questionnaires will be prepared for both the existing and the potential customers. There will be personal interview surveys mostly in-home (door-to-door) surveys. The questionnaires will contain both open-ended and close-ended questions. Secondary data will be collected from various journals, books and web sites. * Analyze the collected information:

This involves converting raw data into useful information. It involves tabulation of data, using statistical measures on them for developing and calculating the averages.

Report research findings:

This phase will mark the culmination of the marketing research effort. The report with the research findings is a formal written document.

2.5

LIMITATIONS:The main source of data is primary data. 50 samples does not reflect the opinion of customers as whole. Time limit was another limitation and there may be possibility of committing a general error.

Chapter 3 CONCEPTUAL DISCUSSION

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

BASICS Basically, you might look at marketing as the wide range of activities involved in making sure that you're continuing to meet the needs of your customers and are getting value in return. Marketing analysis includes finding out what groups of potential customers (or markets) exist, what groups of customers you prefer to serve (target markets), what their needs are, what products or services you might develop to meet their needs, how the customers might prefer to use the products and services, what your competitors are doing, what pricing you should use and how you should distribute products and services to your target markets. Various methods of market research are used to find out information about markets, target markets and their needs, competitors, etc. Marketing also includes ongoing promotions, which can include advertising, public relations, sales and customer service.

WHAT IS THE CUSTOMER SATISFACTION MODEL?

The customer satisfaction model from N. Kano is a quality management and marketing technique that can be used for measuring client happiness. Kano's model of customer satisfaction distinguishes six categories of quality attributes, from which the first three actually influence customer satisfaction: 1. Basic Factors. (Dissatisfiers. Must have.) - The minimum requirements which will cause dissatisfaction if they are not fulfilled, but do not cause customer satisfaction if they are fulfilled (or are exceeded). The customer regards these as prerequisites and takes these for granted. Basic factors establish a market entry 'threshold'. 2. Excitement Factors. (Satisfiers. Attractive.) - The factors that increase customer satisfaction if delivered but do not cause dissatisfaction if they are not delivered. These factors surprise the customer and generate 'delight'. Using these

factors, a company can really distinguish itself from its competitors in a positive way. 3. Performance Factors. The factors that cause satisfaction if the performance is high, and they cause dissatisfaction if the performance is low. Here, the attribute performance-overall satisfaction is linear and symmetric. Typically these factors are directly connected to customers' explicit needs and desires and a company should try to be competitive here. The additional three attributes which Kano mentions are: 4. 5. Indifferent attributes. The customer does not care about this feature. Questionable attributes. It is unclear whether this attribute is expected by the customer. 6. Reverse attributes. The reverse of this product feature was expected by the customer. Origin of the customer satisfaction model. The approach towards analyzing customer satisfaction was first published in an article by KANO, N. SERAKU, N., TAKAHASHI, F. & TSUJI, S. (1984) Attractive quality and must-be quality, Hinshitsu (Quality, the Journal of Japanese Society for Quality Control), 14, pp. 39-48.

Usage of the customer satisfaction model. Besides the obvious quality management and marketing usage, Kurt Matzler, Matthias Fuchs and Astrid Schubert wonder in their article "Employee Satisfaction: Does Kano's Model Apply?" (Total Quality Management & Business Excellence, November-December 2004) whether Kano's model on customer satisfaction factors is also relevant to describe employee satisfaction. Since employees can be perceived as

internal customers. They reach the conclusion that Kano's theory is indeed useable for internal customer analysis as well. Steps in the customer satisfaction model. Kano developed a questionnaire to identify the basic, performance and excitement factors as well as the other three additional factors. 1. For each product feature a pair of questions is formulated to which the customer can answer in one of five different ways. 2. The first question concerns the reaction of the customer if the product shows that feature (functional question); 3. The second question concerns the reaction of the customer if the product does NOT show this feature (dysfunctional question). 4. By combining the answers all attributes can be classified into the six factors.

Customer Expectations Customer is defined as anyone who receives that which is produced by the individual or organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important.

Customer-driven strategy for improvement any management activity should eventually lead to increased customer satisfaction...

The Canon Production System (CPS) is about: 1. 2. 3. Environmentally-conscious manufacturing and logistics. Quality-oriented methods. Lower costs.

4. 5.

Shorter deadlines. ... All aim for maximum customer satisfaction...

CUSTOMER LOYALTY "It takes a lot less money to increase your retention of current customers than to find new ones-but I know I don't give it as much effort as I should because it does take a lot of energy and effort!" Strategize And Plan For Loyalty!

Do we even have a specific plan for building customer loyalty? We bet ourselves haven't given it as much thought as we should- because to tell the truth we need to give it more effort also. If we currently retain 70 percent of our customers and we start a program to improve that to 80 percent, we'll add an additional 10 percent to our growth rate.

Particularly because of the high cost of landing new customers versus the high profitability of a loyal customer base, you might want to reflect upon your current business strategy. These four factors will greatly affect your ability to build a loyal customer base: 1. 2. 3. 4. Products that are highly differentiated from those of the competition. Higher-end products where price is not the primary buying factor. Products with a high service component. Multiple products for the same customer.

Market to Your Own Customers! Giving a lot of thought to your marketing programs aimed at current customers is one aspect of building customer loyalty. When you buy a new car, many dealers will within minutes try to sell you an extended warranty, an alarm system, and maybe rustproofing. It's often a very easy sale and costs the dealer almost nothing to make. Are there additional products or services you can sell your customers? Three years ago my house was painted, and it's now due for another coat. Why hasn't the painter called or at least sent a card? It would be a lot less expensive than getting new customers through his newspaper ad, and since I was happy with his work I won't get four competing bids this time. Keep all the information you can on your customers and don't hesitate to ask for the next sale.

Use Complaints To Build Business! When customers aren't happy with your business they usually won't complain to you instead, they'll probably complain to just about everyone else they know - and take their

business to your competition next time. That's why an increasing number of businesses are making follow-up calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly follow up and resolve a customer's complaint, the customer might be even more likely to do business than the average customer who didn't have a complaint. In many business situations, the customer will have many more interactions after the sale with technical, service, or customer support people than they did with the sales people. So if you're serious about retaining customers or getting referrals, these interactions are the ones that are really going to matter. They really should be handled with the same attention and focus that sales calls get because in a way they are sales calls for repeat business.

ER COMPLAINS Why Tackle Customer Complaints? Companies find that effectively handling customers with problems is critical to their reputations as well as their bottom lines. When customers complain and they are satisfied with the way their complaint is handled, they are more likely to purchase another product or service from the same company. Companies that resolve complaints on the first contact increase customer satisfaction and product loyalty, improve employee satisfaction, and reduce costs. Companies even encourage complaints. Most dissatisfied customers do not complain. By making it easy for customers to complain, more customers will come to you with their problems, giving you greater opportunity to correct your service delivery or production processes. Customers who get their problems satisfactorily and quickly solved tell their friends and neighbors, and they are not easily won over by the competition. There is a bottom-line concern for government as well. As noted above, complaints can be costly. Repeated hand-offs increase costs and waste precious resources. When complaints are not promptly resolved, frustrated customers seek redress in different

agencies or at different parts or levels of the same agency, resulting in duplicate effort and compounding costs. Just as costs compound when there is a poor complaint system, trust also erodes as citizens become frustrated with a non-responsive bureaucracy. Indeed, there has been a cumulative erosion of public confidence in government. Thirty years ago, 70 percent of Americans trusted the federal government to do the right thing most of the time. In 1993, only 17 percent of Americans said that they trusted the government.(2) There are many factors contributing to this decline in trust and confidence, particularly the huge volume of regulations that did not make sense to the public and the high cost of government. However, we learned from our benchmarking partners that an effective approach to resolving complaints is invaluable in winning the trust and loyalty of our customers--the public. There are costs associated with a poor complaint system and there are benefits associated with a good one. Studies have shown that handling customer complaints well can be a critical part of a turnaround strategy. If a complaint is handled well, it sustains and strengthens customer loyalty and the company's image as a leader. It also tells the customer that the company cares and can improve because of their contact. In government agencies, it promotes public confidence in government services. Customer complaints also represent valuable information about recurrent problems. They can point the way to understanding the root causes of customer problems and help an organization target core processes that need improvement. If acted upon to improve core processes, customer complaints can be a source of information that can reduce costs as well as improve services.

Customer Complaints Create Profit Customer complaints are like medicine. Nobody likes them, but they make us better. Actually, they are probably more like preventative medicine because they provide advanced warning about problems. Financial statements, in contrast, provide a historical

perspective.

By the time problems manifest in the financial statements, forget the

medicine. Its time for emergency surgery. Studies from the Technical Assistance Research Program* in Arlington, VA suggest that the root cause of customer complaints can be traced back to one of three areas: individual employees, the company, or the customer, with 80% of complaints traceable to the last two categories. By listening carefully, we can identify opportunities for training employees, improving products and services, and educating customers.

Individual Employees Business is becoming increasingly complex and fast-paced. Customer service

professionals have to know their product or service, their company information, the technology that supports it, and how to communicate all of this to savvy, demanding customers. Even a small gap in knowledge or skill could cause huge repercussions in terms of lost business. When I first started my seminar business, I received a few complaints about my individual skills as a speaker. Some customers complained that they didnt like my Philadelphia accent, my hairstyle, the way I moved around the room, or the pace of my delivery. After I cried for a few hours, I decided to invest in voice lessons, an image consultant, and a video camera. These have been some of the best investments I have ever made. I never want to get in the way of my own success. Companies should not let their employees lack of knowledge or skill get in the way of their success. The Company More often, the culprit is the actual product or service we provide. There may be an inherent flaw in the design. There could be a glitch in the distribution channel that causes dissatisfaction. Even if everything is perfect, marketing pieces, advertising campaigns, and salespeople could inflate value and create customer expectations that are impossible to satisfy.

Recently, I was providing a service that involved a series of facilitated sessions. I allowed the customer to choose the dates of our sessions. Even though there were very few sessions, they occurred over a long period of time and the customer complained that the project took too long to complete. I made reparations to the client and decided to restructure the service and the pricing so that in the future I would control the timing of sessions. Now sessions always happen over a shorter period of time and the service has a higher value and is more profitable. I have fixed the delivery process of my service. The Customer As many of us have always suspected, customers actually cause most of the problems they complain about. Its not our fault. Its not our employees fault. Its the customers fault. Yet even here there is profit to be mined. Customer education and innovation are the possible solutions. I always send out a preprogram questionnaire to customers in order to tailor their seminars. If customers have email, I send the questionnaire via email. Recently, I had a customer who did not know how to return the email questionnaire to me with responses filled in. I sent back brief instructions on how to work the email, which could be classified here as customer education. Afterwards, I started wondering if there could be a better, easier, cleaner way to collect information, in other words, innovate. From that complaint, I decided to create hidden web pages on my website, customized to each customer with their company logo and questionnaire. Customers just click a link from an email, type their responses into a form on the web page that appears, and hit a submit button. This approach is much simpler and more impressive. I do this with all of my customers now and advertise it in my marketing. Summary Customer complaints are never easy to hear. If we shift from being defensive to opportunistic, complaints can be our best friend. If we do not listen, rest assured, the financial statement will communicate the news eventually.

MEASURING CUSTOMER SATISFACTION Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Interdepartmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.

LITERATURE REVIEW
CUSTOMER SATISFACTION IN 7 STEPS It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. 1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all

customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. 3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful. 5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalised sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: you're working on the front-end for your client's exciting new ecommerce Endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads: "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure." Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way. 7. Honor Your Promises

It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology

can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.

Chapter 4 DATA ANALYSIS AND INTERPRETATION

Table 1: How did you come to know about BCS Softech?

Options Friends Internet. Magazines & Newspaper. Advertisement Total No. of Respondents 12 18 5 15 50 Percentage 24 36 10 30 100

Friends

Internet.

Magazines & Newspaper.

Advertisement

18 15 12

Friends

Internet.

Magazines & Newspaper.

Advertisement

The above table and chart shows that most of the respondents came to know about BCS Softech through internet i.e. 36%. 30% of respondents came to know about BCS Softech through advertisement, 24% of respondents came to know about BCS Softech through friends. Then finally magazines and newspapers act as a source i.e., 10%.

Table 2: Are you satisfied with the services from BCS Softech?
Options Extremely satisfied Very satisfied Neutral Very dissatisfied Extremely dissatisfied Total No. of Respondents 20 24 5 1 0 50 Percentage 40 48 10 2 0 100

Extremely satisfied Very dissatisfied 24 20

Very satisfied Extremely dissatisfied

Neutral

5 1 Extremely satisfied Very satisfied Neutral Very dissatisfied 0 Extremely dissatisfied

The above table and chart shows that 48% of clients are satisfied with its services and 40% of clients are extremely satisfied and have no complaints about BCS Softechs services. 10% of the clients are both satisfied and dissatisfied depending upon the situation i.e., they are neutral. Finally 2% of the clients are dissatisfied with BCS Softech based on some experiences. So overall the maximum no. of clients are satisfied with BCS Softechs Services.

Table 3: What was the quality of service you received from the recent experience with BCS Softech?
No. of Options Excellent service. Satisfactory service. Unsatisfactory service. Total Respondents 18 30 2 50 Percentage 36 60 4 100

Excellent service.

Satisfactory service.

Unsatisfactory service.

30

18

2 Excellent service. Satisfactory service. Unsatisfactory service.

The above table and chart shows that on the basis of the recent experience with BCS Softech around 60% of the clients received a satisfactory service and 36% of the clients received excellent service from BCS Softech. Only 4% of the clients received unsatisfactory service due to some reasons. Therefore, BCS Softech provides good and commendable service to its clients.

Table 4: For the future requirements how likely are you going to avail the services from BCS Softech?
No. of Options Definitely would avail. Probably would avail. Might or might not avail. Probably would not avail. Total Respondents 34 12 4 0 50 Percentage 68 24 8 0 100

Definitely would avail. Might or might not avail.

Probably would avail. Probably would not avail.

34

12 4 0 Definitely would avail. Probably would avail. Might or might not Probably would not avail. avail.

The above table and chart shows that for the future requirements 24% of the clients would avail the services of BCS Softech as usual and 68% of the clients would definitely without any doubts avail the services of BCS Softech. Only 8% of the clients are not sure whether to avail the services or not. Therefore maximum no. of the clients are satisfied with the services of BCS Softech and would like to avail the services in the future too.

Table 5: Did BCS Softech? A. Quickly identify the problem. B. Appear knowledgeable and competent. C. Help you get appropriate result. D. Handle issues with courtesy and professionalism.
Options A&B A&C A&D B&C B&D C&D All of the above. Total Respondents 9 5 7 14 12 3 0 50 Percentage 18 10 14 28 24 6 0 100

A&B

A&C

A&D

B&C

B&D

C&D

All of the above.

14 12 9 7 5 3 0 A&B A&C A&D B&C B&D C&D All of the above.

The above table and chart shows that around 28% of the clients feel that BCS Softech are knowledgeable and competent and help get appropriate candidates. 24% feel that BCS Softech are along with knowledge and

competency they can handle requirements very well. 18% feel that the BCS Softech are knowledgeable, competent and quickly understand the job requirement. 14% feel that they can quickly identify the requirement and can handle the requirement very well. 10 % feel that they quickly identify the requirement and help get appropriate candidates. 6% feel that they help get right candidates and can handle situations well.

Table 6: How much long did it take to get the appropriate result for a particular Job requirement??

Options Around 15 days. Between 15 to 30 days. More than a month. The job requirement is still not closed. Total

No. of Respondents 20 20 8 2 50

Percentage 40 40 16 4 100

Around 15 days. More than a month.

Between 15 to 30 days. The job requirement is still not closed.

20

20

8 2 Around 15 days. Between 15 to 30 More than a month. The job requirement days. is still not closed.

The above table and chart shows that 40% of the clients feel it took 15 to 30 days to get appropriate result through BCS Softech. 16% feel that it took more than a month to get appropriate result. For 4% of the clients the job requirement is still not closed due some reasons. Therefore overall BCS Softech is able to provide the service in the time specified by its client.

Table 7: What is your perception about BCS Softech?

Ques a) Are the Teams well trained?

Options Strongly Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Strongly Agree Total No. of Respondents Percentage 0 2 6 18 24 50 0 4 12 36 48 100

Strongly Disagree Somewhat Agree

Somewhat Disagree Strongly Agree

Neither agree nor disagree

24 18

6 0 Strongly Disagree 2 Somewhat Disagree Neither agree nor disagree Somewhat Agree Strongly Agree

From the above table and chart 36% of clients somewhat agree that BCS Softech are well trained with their work and 48% strongly agree that the BCS Softech are very well trained with the work. 12% of the clients are not sure. Only 4% somewhat disagree that the BCS Softech are very well trained based on some experiences. Overall, BCS Softech are very well trained by the company and know their job well.

Ques b) Are the Teams well supervised?

Options Strongly Disagree Somewhat disagree Neither agree nor disagree Somewhat Agree Strongly Agree Total

No. of Respondents 0 0 12 15 33 50

Percentage 0 0 24 30 66 100

Strongly Disagree Somewhat Agree

Somewhat disagree Strongly Agree

Neither agree nor disagree

33

12

15

0 Strongly Disagree

0 Somewhat disagree Neither agree nor disagree Somewhat Agree Strongly Agree

The above table and chart shows that 66% of the clients strongly agree that the BCS Softech are well supervised and 30% somewhat agree that BCS Softech are well supervised. 24% of clients are not sure about BCS Softech Overall, BCS Softech are very well supervised by the management.

Ques c) Do the Teams adhere to professional standards of conduct?

Options Strongly Disagree Somewhat disagree Neither agree nor disagree Somewhat Agree Strongly Agree Total

No. of Respondents 0 0 0 9 41 50

Percentage 0 0 0 18 82 100

Strongly Disagree Somewhat Agree

Somewhat disagree Strongly Agree

Neither agree nor disagree

41

9 0 Strongly Disagree 0 Somewhat disagree 0 Neither agree nor disagree Somewhat Agree Strongly Agree

The above table and chart shows that the 82% of the clients strongly agree that BCS Softech teams adhere to professional standards of conduct and 18% somewhat agree with the statement. Overall, BCS Softech are true professionals and adhere to professional and corporate standards of conduct.

Ques d) Overall, I am satisfied with the BCS Softech?

Percentag Options Strongly Disagree Somewhat disagree Neither agree nor disagree Somewhat Agree Strongly Agree Total No. of Respondents 0 0 3 5 42 50 e 0 0 6 10 84 100

Strongly Disagree Somewhat Agree

Somewhat disagree Strongly Agree

Neither agree nor disagree

42

0 Strongly Disagree

0 Somewhat disagree

3 Neither agree nor disagree

Somewhat Agree

Strongly Agree

The above table and chart shows that 84% of clients are fully satisfied with the BCS Softech and 10% are not so satisfied.6% of the clients cant say whether they are satisfied or not. Overall BCS Softech keeps their clients fully satisfied and they truly work for their clients.

Table 8: What degree of confidence did you have in the knowledge/ professionalism of the BCS Softech?
Options Confident. Not Confident. Cant Say. Total No. of Respondents 43 0 7 50 Percentage 86 0 14 100

Confident.

Not Confident.

Cant Say.

43

7 0 Confident. Not Confident. Cant Say.

The above table and chart shows that 86% of the clients have full confidence in the knowledge/ professionalism of the BCS Softech and 14% of the clients are not sure about their confidence level. Overall, the clients have full trust, faith & confidence in the knowledge and professionalism of BCS Softech.

Table 9: Are you satisfied with the methodology and procedure in which BCS Softech processes their job?
Options Extremely satisfied. Very satisfied. Neutral. Very dissatisfied. Extremely dissatisfied. Total Respondents 12 34 4 0 0 50 Percentage 24 68 8 0 0 100

Extremely satisfied. Very dissatisfied.

Very satisfied. Extremely dissatisfied.

Neutral.

34

12 4 0 Extremely satisfied. Very satisfied. Neutral. Very dissatisfied. 0 Extremely dissatisfied.

The above table and chart shows that 68% of the clients are satisfied with procedure and methodology in which BCS Softech processes the job and 24% of the clients are extremely satisfied and have full confidence in the way BCS Softech works for them. 8% of the clients are not sure whether and are neutral about the statement. Overall, BCS Softech works and adopts the methodology suitable and favorable by its clients.

Table 10: According to you can BCS Softech handles complex Jobs in easy manner?
Options Definitely can handle. Cant say. Surely cannot handle. Total No. of Respondents Percentage 42 8 0 50 84 16 0 100

Definitely can handle.

Cant say.

Surely cannot handle.

42

8 0 Definitely can handle. Cant say. Surely cannot handle.

The above table and chart shows that 84% of the clients believe that the BCS Softech can handle any type of job requirement whatever amount of complexity it may have and 16% are not sure about the handling of complex requirements by BCS Softech Overall, the clients believe in the capability and potential of the BCS Softech.

Table 11: Would you recommend BCS Softech to other whom looking for IT services?

Options Yes. No. Might or might not. Total

No. of Respondents 38 0 12 50

Percentage 76 0 24 100

38

Yes.

No.

Might or might not.

12

0 Yes. No. Might or might not.

The above table and chart shows that 76% of the clients would recommend BCS Softech to other software companies looking for services and 24% of the clients are quite not sure whether they would recommend BCS Softech Pvt Ltd to other companies or not.

Table 12: Overall, how would you rate BCS Softech for its Services?
Options Excellent service. Good service. Average service. Unsatisfactory service. Total Respondents 17 28 5 0 50 Percentage 34 56 10 0 100

Excellent service.

Good service.

28

Average service.

Unsatisfactory service.

17

5 0 Excellent service. Good service. Average service. Unsatisfactory service.

The above table and chart shows that 56% of the clients feel that BCS Softech provides good service and 34% feel that BCS Softech provide excellent service as they are fully satisfied with the firm. 10% of the clients feels that BCS Softech needs little more improvement in their service and feel that the firm provides average service. Overall, BCS Softech provides commendable service which is very much satisfied by its clients.

Chapter 5
FINDINGS AND RECOMMENDATIONS

FINDINGS 1) Maximum numbers of BCS Softechs clients are satisfied with its Services and also with standard, quality & professionalism of BCS Softech. 2) On the basis of the survey and its results BCS Softech still has to improve its procedure and methodology of undertaking requirements according to some clients. 3) BCS Softech has to increase the number of its teams as more and more requirements would come in the future from its clients through various sources. 4) Some clients who are not so much satisfied with Services of BCS Softech due to some reasons, for them BCS Softech has to take necessary measures such as standardization of the service, increasing the pace of requirements, more effectiveness of the methodology and procedure used by BCS Softech to close job requirements, ensuring customer satisfaction to the fullest, ensuring the capability of the team to undertake complex job. 5) Enhancing the level of training and development of the teams in BCS Softech.

RECOMMENDATIONS
The promotional activities taken by the company need to be more effective. If the firm promotes their services rigorously and effectively then the customers will get more information regarding their services. Few of the practices are listed below. Opening a 24hrs or 12 hrs Toll-free numbers to register customer complaints. Attending the customers complaints in the least possible time by having service points. Adopting techniques like Six-Sigma to reduce the repetitions of the errors.

BIBLIOGRAPHY

BIBLIOGRAPHY
Books Referred Marketing Management, 13th edition Survey Research Method - Philip Kotler. - Charles Babbie.

Websites Referred
www.bcssoftech.com

ANNEXURE
Dear Customer: Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. 1. How did your company come to know about BCS Softech? o o o o 2. Friends Internet Magazines & Newspaper Advertisement

Are you satisfied with the services from BCS Softech? o o o o o Extremely satisfied Very satisfied Neutral Very dissatisfied Extremely dissatisfied

3.

What was the quality of service you received from the recent experience with BCS Softech? o o o Excellent service. Satisfactory service. Unsatisfactory service.

4.

For the future requirements how likely are you going to avail the services from BCS Softech? o o o o Definitely would avail. Probably would avail. Might or might not avail. Probably would not avail.

5.

Did BCS Softech? o o o o Quickly identify the problem. Appear knowledgeable and competent. Help you get appropriate result. Handle issues with courtesy and professionalism.

6.

How much long did it take to get the appropriate result for a particular Job requirement? o o o o Around 15 days. Between 15 to 30 days. More than a month. The requirement is still not closed.

7.

What is your perception about BCS Softech? Strongly Somewhat Neither Somewhat Disagree Disagree Agree or Agree Disagree [] [] [] [] [] [] [] [] [] [] [] []

Strongly Agree [] [] []

Team is well trained. Team is well supervised. Teams adhere to professional standards of conduct. Overall, I am satisfied with the Cloudatix

[]

[]

[]

[]

[]

8.

What degree of confidence did you have in the knowledge/ professionalism of the BCS Softech? o o o Confident. Not Confident. Cant Say.

9.

Are you satisfied with the methodology and procedure in which BCS Softech processes their job? o o o o o Extremely satisfied. Very satisfied. Neutra Extremely dissatisfied. l.

o o o o 10.

Very dissatisfied. According to you can BCS Softech handle complex Jobs in easy manner? Definitely can handle. Cant say. Surely cannot handle.

Would you recommend BCS Softech to another whom looking for IT services? o o o Yes. No. Might or might not.

11.

Overall, how would you rate BCS Softech for its Services? o o o o Excellent service. Good service. Average service. Unsatisfactory service.

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing services in the future. If you have any comments or concerns about this survey please let us know.