The Hindu : Karnataka News : `Providing value added services essential'

Online edition of India's National Newspaper
Sunday, May 22, 2005

Karnataka

Karnataka - Others

`Providing value added services essential'

Staff Correspondent

MANIPAL: The General Manager (Materials) of Sundaram Fasteners, Chennai, R.N. Bhattacharya, said on Saturday that it is essential to provide extra value added service in addition to quality, cost and delivery to customers.

Inaugurating the national conference on quality in service sector and managerial challenges, organised by the Manipal Institute of Management, here, Mr. Bhattacharya said quality, cost and delivery, which was the mantra of marketing a decade ago, is not sufficient now. It was is time business houses trained people right from the entry point that customers should be made to feel comfortable once they entered the premises.

The time is ripe for benchmarking various parameters such as failure rate, customers' complaints, backlog in delivery, type of complaints, morale of sales and marketing personnel, quality of services/products produced, communication with staff, and others, he said.

Failure rate of one in 16 million transactions demonstrated by the "dabbawallas" of Mumbai deserved a special mention. It is the ability to achieve this level of six sigma, which had attracted world's attention and they the system found a place in the Guinness Book of World Records for its impeccable services to the office-goers of Mumbai, he said.

"It is the efficiency of services which would ultimately determine who would perish and who would survive," Mr. Bhattacharya added.

The General Manager of Canara Bank, R.K. Madhukar, said India still had miles to go when it came to improvement in quality.

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