CUSTOMER SATISFACTION AT GLOBAL ACT
A Summer Coaching Project Report
Submitted in partial fulfillment of the requirements for the
Award of degree of ………………………..
2017 – 2019
Submitted by Guided by
(Sumit Goyal) (Dr. A.K. Srivastava)
The satiation and euphoria that accompany the successful completion of the project would be incomplete without the mention of the people who made it possible
First of all I would like to thank GLOBAL ACT for giving me an opportunity to do my internship at their esteemed organization.
I would also like to take the opportunity to express my deep sense of gratitude to my corporate mentor Ms. Ruby Dayal. I am greatly indebted to him for providing his valuable guidance at all stages of the study, his advice, constructive suggestions and continuous encouragement, without which it would not have been possible to complete the project.
This project would not have been possible without the support of our Prof. – Dr. A.K. Srivastava
Lastly, endless appreciation goes to my family who has stood by my side and given me support whenever I was low and boosted my will power.
Roll No.: 0171MBA176
MBA 2nd Year
Table Of Contents
Chapter Heading Page No.
Analysis of job done
OVERVIEW OF THE INDUSTRY
Advisor Industry is valuable source of information on the business of research. In coaching newspapers continuing expert development chances, our goal on the professional needs of the professional. Our goal is to give the details, ; resources required to more effectively manage the business of research.
We serve as an expert resource for research experts seeking information about best practices ; innovative approaches ; create an environment for trust ; information sharing among research experts, including those in the research ; development function, ; experts from companies serving the coaching industry.
Administration coaching began to develop shortly after the rise of Administration as a unique field of enterprise in the late 19th Century, along with the Industrial Revolution. The too early firms were started by university professors. The Administration coaching firm was named Arthur M Smith, after the founding MT professor, in the late 1880s. This firm originally specialized in technical research, but later became a general Administration Consultancy. Bcoz Alex Smith was founded as Administration Consultancy by Edward M. Bcoz, graduate of the Kellan School of Administration at Western University, in 1910, ; was the first to work as both industry ; government clients. This firm later changed its name to Bcoz ; Company.
The primary Administration Advisor Company was Smith ; Company. Smith were founded in US during 1928 by James Smith, an accounting educator from the University of US. Berlin Brown, hired in the late 1930s as a partner, run the company for 40 years ; crafted the company into what it is today. He believed that Administration Consultancies should adhere to the same high professional st;ards as lawyers ; doctors. Thus Smith his generally credit with developing into the first Administration Advisor firm in the modern sense.
Smith is also awarded with being the first firm to make it a practice to hire new graduated MBA from top schools to staff its projects (as opposed to hiring experienced personnel from industry). It should be noted that R.T. Kearney was Smith first partner, ; he left the firm to found R.T. Kearney in 1938.
In the 1962s, a number of new Administration Advisor firms formed, most notably Rol; Burger ; the Bosston Advisor Group (BCG). These firms helped bring a rigorous analytical approach to the study of Administration; strategy. During the 1960s ; 70s, firms such as BCG, Rol; Berger, Booz Allen Hamilton, Smith; the newly-formed Bain ; Company (1974), as well as Harvard Business School, pioneered many of the analytical tools ; approaches that would define the new field of strategic Mngmt. The advertisement of these concepts has set the groundwork for many Advisor firms to follow.
Brown ; Company in particular set an early focus on the concept of stakeholder wealth, which set it apart from other firms ; has become the model used frequently across the industry today. Bain has also “put its money where its mouth is,” developing ; branching off its Private Equity business based on these principles. Its Private Equity arm has been wildly successful ; is considered a leader in the space.
In the late 1986, the Advisor industry bloom, driven by a broad array of strong global economy, increases in computing power, penetration of emerging markets, privatization, globalization, ; the new Information Technology Advisor practice). Many established firms were growing revenue at rates of 20% annually or more, ; new firms were popping up all over the place. There was thus a huge dem; for Undergraduates ; MBAs alike, ; firms were recruiting extremely aggressively on campus.
After this boom period, the growth stalled for a couple of years in the early 2000s. the dot-com bubble burst; there was a painful recession, ; many corporate clients began contracting their Advisor budgets for the first time in decades due to the uncertainty generated by the recessionary economy of 2001 ; 2002. As a conclusion, many small firms had to downsize or withdraw from the market entirely, ; large firms sharply reduced their recruiting efforts.
PROBLEM OF THE INDUSTRY
1. Lack of skills
2. Lack of knowledge
3. NEEDS ANALYSIS
GROWTH OF INDUSTRY
India coaching ; development spend is just under 1 Billion USD per year.
• India Skills sector is expected to become an over $20bn market opportunity yearly
• Currently, 70% of the jobs in India are skill-based, a sharp contradiction to the current figure of only 4% trained workforce in India.
• Currently the system has the capacity to train only 3 million youth against 12 million entering the labor force annually.
PLAYERS IN THE INDUSTRY
1. Association for Talent Development
2. Global Knowledge Coaching
4. GLOBAL ACT
7. Institute for Simulation ; Coaching
CONTRIBUTION IN GDP
Till Now there are 6000 consultancy firms in metro cities including Delhi (35%) followed by, Mumbai (35%), Chennai (12%) ; Kolkata (18%). Moreover, service sector contributes more than 40% to nation’s GDP. Besides, there are around 2030 R&D institutions & laboratories supporting several domestic consultancy organizations directly or indirectly at a reasonable cost.
PROFILE OF THE COMPANY
Global Academy of Advisor & Coaching is one of the most pioneering & largest coaching & Advisor organization in South Asia. The Organization is steered by Mr. Vivek Bindra – A Revolutionary Entrepreneur, International Motivational Speaker, and Leadrship Consultant & CEO Coach. Global ACT as business enablers & a 3600 Peak Performance Partner to its corporate clients by its unique solution of Manpower Deployment & Cost Effective Implementation Support that helps company to achieve all their business goals. Global ACT has a huge bandwidth of over 3000 Certified & Experienced Coaching Partners PAN India from across industries & competencies. Global ACT as business enablers help in impacting the direct bottom line of cash flows by offering extensive, clear & measurable report of every individual employee & help in reducing the coaching cost by 20% & increasing coaching effectiveness by 500 %.
Dr. Vivek Bindra is a thought leader, a motivational speaker, Leadrship trainer & a business Coach. He specializes in spiriting & empowering people to realize their true potential. As a keynote speaker, millions of people have benefitted from his energetic workshops worldwide. He is a trusted advisor for over 1500+ corporates & a pathfinder to various entrepreneurs & other top notch business entities. He has also been an Inspirational Pathfinder to various high-profile entrepreneurs & other top notch business entities providing Leadrship excellence for taking their organizations to the next level. He has been instrumental in providing CEO coaching to over Top 100 CEOs in the country. He has been conferred with the Best Leadrship Trainer in Asia Award by Marshall Goldsmith at World HRD Congress.
Golden Book of World Records encrypted Dr. Bindra’s name, for coaching the largest gathering of HR experts under one roof.
Dr. Bindra through his prolific writings is helping people to Bounce BackTM in life ; to be more successful. He is an author of many high power motivational books.
He sets a world record of being the World’s No. 1 Leadrship & Entrepreneurial Channel on YouTube with a subscriber base of more than 9 lakhs & a viewership of 43 million. His videos are immensely popular in over 190 countries.
On the auspicious ceremony of India’s Greatest Br; ; Leaders – Pride of the Nation Award, World Leadrship Federation awarded Dr. Vivek Bindra with the honorary title of “Think Tank of Corporate Asia”.
• VISION OF THE COMPANY
“To help the youth to become an entrepreneur”
• MISSION OF THE COMPANY
1. To develop the convincing skills in student
2. Providing strategies to businessman about how to do business without giving any discount
• STATISTICAL FACTS ; INFORMATION
INDIA, located in south Asia, is the seventh largest country in the world by area ; the second most populous country behind only china. As of 2014, it has a population forecast around 1.25 billion people, with the capital New Delhi estimated to be home to almost 17 million inhabitants. Despite the fact that INDIA’s population has grown steadily, the fertility rate in the country is on the decrease. The population increase can therefore be attributed to the improvement in infrastructure & health care which has lead to an increase in the average life expectancy. However this average life expectancy is still well below that of the U.S. & China.
The Republic of India was established in January 1950 after it gained independence from the British Commonwealth in 1947 & proclaimed a new constitution. Since then India has existed as a federal republic consisting of 28 States & 7 Union territories. The country’s parliamentary democracy is considered to be the largest democracy in the world ; has become increasingly federal since the late 1990s as a result of social, political ; economic changes. India has no national language, but hindi has the largest number of speaker ; is also the official language used by the government. India’s economy has been subject to considerable growth since its liberation in the early 1990s. India’s GDP growth rate has consistently been well above 5% for the last 10 years. As a result of this growth, the country’s GDP was ranked the 8th largest in the world in 2014. This has also seen unemployment in India fall to less than 9% in 2013. The biggest industry in India is retail, which makes up almost a quarter of the nation’s GDP. Agriculture also remains a key industry with India producing products such as rice, wheat, cotton ; tea. The mining industry is also one of the major contributors to the economy of India. The country is the fourth largest producer of coal in the world. More recently, India has developed a reputation as a breeding ground for IT specialists ; the relatively low wage levels make India a very popular destination for outsourcing. The IT industry in India is continuing to surge with over 95 billion U.S. dollar’s worth of revenue generated in 2013, contributing 8% of the country’s overall GDP.
• COMPETITION INFORMATION
1. Sandeep Maheshwari: Sandeep Maheshwari is one of the fastest growing entrepreneurs of India. He is the founder ; CEO of Imagesbazaar.com, (A Venture of “Mash Audio Visuals Private Limited Company) the largest collection of Indian images. Images bazaar has over 1 Million images of Indian models with a network of over 11,500 photographers all over India. Without diving too much into his professional success, what makes him a lot different from other is that he is also a motivational speaker & is known for his ‘Free Motivational Life Changing Seminars’ to motivate & inspire the minds of the young.
2. UJJWAL PATNI: Dr. Ujjwal Patni is a popular motivational speaker, international trainer, & author. He was born in a Jain family who were in business in Chhattisgarh. He is eldest among three children of his parents. He was the first of family attending an English medium school. He was a normal student with more interest in chess, drama, debates, & science models rather than in studies. But his interest in the study developed after he was enrolled in dental college. He is highly qualified & holds a bachelor degree in dental surgery with cosmetics as a specialization, Masters in Political Science, Masters in Business Administration, Certifications in Consumer protection, human rights, & in much more.
3. SHIV KHERA: Mr. Shiv Khera is the founder of Qualified Research Systems Inc. USA. An Author, Educator, Business Consultant & successful Entrepreneur, he is a much sought-after motivational speaker.
He inspires & encourages people, making them realize their true potential. He has taken his dynamic personal messages to opposite sides of the globe, from the U.S. to Singapore. His 30 years of research, understanding & experience have helped people on the path of personal growth & fulfillment.
Mr. Khera is the author of 12 books including international bestseller “You Can Win”, which has sold over 2 million copies in 16 languages. His other books are creating new records. He is a popular author, consultant & motivational speaker in India.
SWOT ANALYSIS OF THE ORGANISATION
a) Power of our team: We have a team that can go all the way to give our clients value for their money. We are well positioned and we know we will attract loads of clients from the first day we open our doors for business.
b) Highly Experienced Owner: Dr. Vivek bindra is a highly experienced motivational speaker in the coaching and consultancy field. He is international motivational speaker and Leadrship consultant and business coach.
a) Employee Retention: The genuine reasons of place shift, family concerns have taken a back seat & there have been many new reasons that have come up for employees leaving the organizations. The employees who leave the organizations are generally dissatisfied with current work or are looking for better opportunities outside, even within these two frames there are many small hidden reasons.
b) Employee Satisfaction: The company are not able to satisfy their employees because the company are no providing any employee benefits to their employees like incentive, bonus, allowances etc. due to which the company are not able to retain their employees .
a) Increasing Income levels: Due to stable political scenario, improved literacy rate & controlled inflation, disposable income of the people is increasing there by resulting into upsurge in demand & changing their lifestyle.
b) Expansion: Global act has a golden opportunity in expansion of the business because there is no competitor in the business coaching field.
1. Sandeep Maheshwari: Sandeep Maheshwari is one of the fastest growing entrepreneurs of India. He is the founder & CEO of Imagesbazaar.com, (A Venture of “Mash Audio Visuals Private Limited Company) the largest collection of Indian images. Images bazaar has over 1 Million images of Indian models with a network of over 11,500 photographers all over India. Without diving too much into his professional success, what makes him a lot different from other is that he is also a motivational speaker ; is known for his ‘Free Motivational Life Changing Seminars’ to motivate ; inspire the minds of the young.
2. UJJWAL PATNI: Dr. Ujjwal Patni is a popular motivational speaker, international trainer, ; author. He was born in a Jain family who were in business in Chhattisgarh. He is eldest among three children of his parents. He was the first of family attending an English medium school. He was a normal student with more interest in chess, drama, debates, ; science models rather than in studies. But his interest in the study developed after he was enrolled in dental college. He is highly qualified ; holds a bachelor degree in dental surgery with cosmetics as a specialization, Masters in Political Science, Masters in Business Administration, Certifications in Consumer protection, human rights, ; in much more.
3. SHIV KHERA: Mr. Shiv Khera is the founder of Qualified Research Systems Inc. USA. An Author, Educator, Business Consultant ; successful Entrepreneur, he is a much sought-after motivational speaker.
He inspires ; encourages people, making them realize their true potential. He has taken his dynamic personal messages to opposite sides of the globe, from the U.S. to Singapore. His 30 years of research, understanding ; experience have helped people on the path of personal growth ; fulfillment.
Mr. Khera is the author of 12 books including international bestseller “You Can Win”, which has sold over 2 million copies in 16 languages. His other books are creating new records. He is a popular author, consultant ; motivational speaker in India.
A broad, General, ; written statement of a specific job, based on the findings of a job analysis. It generally includes duties, purpose, responsibilities, scope, ; working conditions of a job along with the job’s title, & the name or designation of the person to whom the employee reports. Job description usually forms the basis of job specification. A job description is a list that a person might use for general tasks, or functions, & responsibilities of a position. It may often include to whom the position reports, specifications such as the qualifications or skills needed by the person in the job, & a salary range. Job descriptions are usually narrative, but some may instead comprise a simple list of competencies; for instance, strategic human resource planning methodologies may be used to develop a competency architecture for an organization, from which job descriptions are built as a shortlist of competencies. Creating a job description is a key step in the hiring process. You must be able to accurately describe what a new employee will do in order to decide how to divide the work between yourself & your employee. Job description includes basic job-related data that is useful to advertise a specific job & attract a pool of talent. It includes information such as job title, job location, reporting to & of employees, job summary, nature & objectives of a job, tasks & duties to be performed, working conditions, machines, tools & equipment’s to be used by a prospective worker ; hazards involved in it.
A job description is helpful in evaluating whether you need a full-time employee or a part-timer. It can form the basis of advertisements that you run, ; can be used to present a clear picture of the job-to-job applicants. Finally, it can play a part in evaluating whether an employee has met the expectations you set.
Objective of Job Description
• The main objective of job description is to collect job-related data in order to advertise for a particular job. It helps in attracting, targeting, recruiting ; selecting the right candidate for the right job.
• It is done to determine what needs to be delivered in a particular job. It clarifies what employees are supposed to do if selected for that particular job opening.
• It gives recruiting staff a clear view what kind of candidate is required by a particular department or division to perform a specific task or job.
• It also clarifies who will report to whom.
o During my internship I did my internship as a sales executive in which I want to provide all the necessary information about the event to the client ; convince them to attend the event.
• Job summary
o Bascially, the job is all about the sales.
• Tasks, responsibilities
o In this internship, I have performed major tasks like providing the detail about the event to the client i.e. how event will be beneficial for their business.
o If I talk about the responsibilities, we need to maintain the clients data in our database.
• Under this internship, I have report to my mentor. There is a direct supervision.
• Working conditions :
• If I talk about working condition, job is about 9 hours, ; working condition is great.
Steps of Job Description during my Internship
1. Job Identification
2. Job Specification
3. Job summary
4. Job Accountabilities
5. Job Responsibilities
1. Job identification:
Under the internship my job title is sales executive which suit me perfectly.
2. Job Specification:
During the internship my responsibilities is to maintain the record of the client in database ; provide the all necessary information about the event ; how the event will be beneficial for their business.
3. Job Summary:
During this internship, job is all about the sales through calling.
4. Job Accountabilities:
During the internship, I have accountable to my floor manager. Task is automatically assigned through database.
5. Job Responsibility:
Job responsibility is something that deals with the importance ; the duties listed in the organization’s policy & that are to be followed in the same order. The higher job responsibility is complex which is more difficult to explain in words.
MY JOB DESCRIPTION AS AN INTERN
During my internship I was assigned to further mentioned tasks & duties:
• Solve problems of customers who are inbound
• Update customer database on every inbound call
• Solve queries of customer regarding the application or website, & make sure customer is satisfied
• Take feedback from customers regarding their experience with Global Act Bounce Back Event
• Tell customers regarding bulk offers wherever applicable
• Co-ordinate between customer & professional
• Take the customer on website to book their seat
• Obtain customer information
• Ensure customers get enough number of quotations from providers
• Follow up regularly to ensure lead conversion
• Maintain customer/potential customer data base
• Complete records of telephonic interactions
• Regularly update the Business Development with customer-provider issues
• Contact our customers who have put in requests on Global Act
• Understand their needs & pick up on additional or missing details
• Identify & overcome objections
• Help the customers if they are facing any problem in booking
• Educate the clients about the event i.e. how the event will be beneficial for their business
• Help the customer by providing information of how to book seat for the event
What is Job analysis?
Job Analysis is a process to identify and determine in detail the particular job duties and requirements and the relative importance of these duties for a given job. Job Analysis is a process where judgments are made about data collected on a job. Job analysis is a family of procedures to identify the content of a job in terms of activities involved and attributes or job requirements needed to perform the activities. Job analysis provides information to organizations which helps to determine which employees are best fit for specific jobs. Through job analysis, the analyst needs to understand what the important tasks of the job are, how they are carried out, and the necessary human qualities needed to complete the job successfully. The process of job analysis involves the analyst describing the duties of the incumbent, then the nature and conditions of work, and finally some basic qualifications. After this, the job analyst has completed a form called a job psychograph, which displays the mental requirements of the job. The measure of a sound job analysis is a valid task list. This list contains the functional or duty areas of a position, the related tasks, and the basic coaching recommendations. Subject matter experts (incumbents) and supervisors for the position being analysed need to validate this final list in order to validate the job analysis. Job analysis is crucial for first, helping individuals develop their careers, and also for helping organizations develop their employees in order to maximize talent. The outcomes of job analysis are key influences in designing research, developing performance interventions, and improving processes. The application of job analysis techniques makes the implicit assumption that information about a job as it presently exists may be used to develop programs to recruit, select, train, and appraise people for the job as it will exist in the future. One of the main purposes of conducting job analysis is to prepare job descriptions and job specifications which in turn helps hire the right quality of workforce into an organization. Job and task analysis is performed as a basis for later improvements, including: definition of a job domain; description of a job; development of performance appraisals, personnel selection, selection systems, promotion criteria, coaching needs assessment, legal defence of selection processes, and compensation plans.
Job analysis, contains a simple term called “analysis”, which means detailed study or examination of something (job) in order to understand more about it (job). therefore job analysis is to understand more about a specific job in order to optimise it. Job analysis is a systematic process of collecting complete information pertaining to a job. Job analysis is done by job analyst who is an officer have been trained for it.
Job analysis is a procedure through which you determine the duties and responsibilities, nature of the jobs and finally to decide qualifications, skills and knowledge to be required for an employee to perform particular job. Job analysis helps to understand what tasks are important and how they are carried on. Job analysis forms basis for later HR activities such as developing effective coaching program, selection of employees, setting up of performance standards and assessment of employees ( performance appraisal)and employee remuneration system or compensation plan.
The intention behind job analysis is to answer questions such as:
• What is the need of the job to exist?
• What physical and mental activities does the worker undertake?
• When is the job to be performed?
• Where is the job to be performed?
• How does the job performed by an employee?
• What qualities and qualifications are required to perform the job?
JOB ANALYSIS DURING INTERNSHIP:
CASE 1: WHEN CONSUMER CALL FOR GETTING DETAILS ABOUT THE EVENT
In this case we need to provide all the necessary details to the client about the event i.e. event date, place, timming. For example the client want detail about patna event. So I will provid e all the details through sending patna Flyer.
CASE 2: WHEN CUSTOMER CALL FOR BOOK THEIR TICKET FOR THE EVENT
In this case we help the customer in booking process. There are 3 modes of booking the ticket i) through website in which we create instant payment link ii) through net banking or cash deposit and iii) through paytm in which we send paytm QR code to the client.
CASE 3: WHEN CUSTOMER CALL FOR BOOKING THEIR TICKET IN BULK
In this case when customer says he/ she wants to book 10 seats or 20 seats, then we provide bulk offer not discount. Bulk offer like 4+1 or 5+1. It means if customer book 4 ticket he will get 1 ticket as a complementary. In this case we again send instant payment link.
CASE 4: WHEN CUSTOMER CALL TO KNOW ABOUT THEIR CONFIRMATION OF THE SEAT:
When the customer call whether their seat book or not we will send them a confirmation receipt to the customer mail id. In that receipt it is written that your seat is reserve with us.
CASE 5: WHEN CUSTOMER CALL FOR BOOKING THEIR SEAT OR FOR ENQUIRY ABOUT THE EVENT WE NEED TO ANALYZE WHETHER IT IS COLD, WARM OR HOT CLIENT:
When customer call for enquiry or booking their seat we need to analyze that whether the client are cold, warm or hot.
i) Cold means when customer call only for getting information about the event.
ii) Warm means the client is interested in the event and he will book within 3-4 days.
iii) Hot means the client will book by today.
CASE 6: WHEN CUSTOMER FOR ENTRY PASS
In this case when customer ask about their entry pass we said it will send on your email id before 1 week of the event. For example if the event is on 1 July so we send the entry pass on 24-25 June on their email id.
CASE 7: IF ANY STUDENT AND ASK THAT IS THIS EVENT IS ALSO FOR THE STUDENT AND ANY SPECIAL DISCOUNT FOR THE STUDENT:
When any student call to attend the event we said this event is only for businessman who have existing business or who want to start their business. For student vivek sir organized free event which is known as “SLC” i.e. STUDENT LEADRSHIP CONCLAVE”. But still the student say he want to attend the event and want discount then in this case we said there is no discount for student because in this event Vivek sir will tell you how to do business without giving discount.
CASE 8: WHEN STUDENT CALL AND SAY HE/ SHE HAVE MONEY PROBLEM BUT THEY WANT TO ATTEND THE EVENT
When any student interested in the event and said he have no enough money for that event and he his keen interested to attend the event then we said he can work as sales volunteer or execution volunteer. Sales volunteer means he need to book 5 tickets for us and their entry will free and also get certificate. Execution volunteer means he will work in arrangement or can also work in security of Vivek Sir.
CASE 9: WHEN CUSTOMER CALL FOR GIVING FEEDBACK
In this case customer call us to give feedback about the event. They will share their experience and research with us.
The things I learned in the internship is that communication skills should be so perfect because you have to coordinate with your seniors and the meetings are held between the new customers.
The main thing about global act is the to learn the time Administrationeverything has to be managed and planned earlier. The work has to be completed in a given period of time.
This internship has provided the best experience of working in the corporate that how to handle the pressure, how to work under stress and achieve the goals.
It’s not easy to work under so much pressure with the so much of work but after the competition of the work the person is satisfied with his work because there is so much work to handle and step by step the work is getting done and the appreciation from the boss may feel proud.
The main research here is that the more you will work the more you will get knowledge about the work.
The most compulsory thing that I have learned here is the communication skills that is so much needed in the corporate or day to day activities.
I also learned about retention of the customer. The thing I analyze during my internship that the company is not able to retain their employees.
I have also learned how to convince the customer and how to do business without giving any discount.