Service Aptitude Program I - Aegis Global Academy.

Service is an attitude. And the attitude are shaped largely by a holistic and wholesome appreciation of a spectrum of service delivered (empathy skills). Undoubtedly every one receives a plethora of services in their walk of life. While some of those services must have been delivered effortlessly, other services need loads of positive attitude. How to shape right attitudes? Service Aptitude Program's (SAP) primary objective is to provide a platform where different services delivery quality can be observed first hand. Definitely, mere observation does not serve any great purpose unless those observations are translated into definitive service delivery practices. SAP is wide angle service lenses through which a wide spectrum of services can be observed, analyzed, and make a meaningful learning with an "eagle like" observations.

Service PHILOSOPHY

The important things of service philosophy are interactions, relationships, practices, policies, procedures, people’s experiences and the service environment; which is reflected on personal beliefs, values and exploring how these are shaped by people, society and experiences. The practice in the service is guided by the values, attitude & beliefs and the way the service is served to the customers.

The Temple is comprised of three parts:-

•      The Service Providers (Pujari’s and their team to take care)
•      Devotees (Visitors)
•      Business of different nature (In-house or Out-House)

The Service DELIVERY

By Pundits – During the arati time which was throughout the day and differs from temple to temple.

By the Business – to sell Puja Samagri and other products in and around the temple premises.

The Service ATTITUDE

The service attitudes are judgements and beliefs done by one’s observations reflected externally.

Example About a Child - When a child is there in a temple or in any religious place, their emotions are influenced and directed by their parents or elders.  They even learn by seeing other devotees also. As told to them, their mind is tuned that whatever you wish in a temple from god, will be granted. Thus the child grows to become a selfish person when it comes to god and would come only when requires some wish to be fulfilled.

But not all devotees come with a selfish mind. They do come to have a peace of mind. 

    

Located in the lap of Marudhamalai hills, it is one of the main six temples of the lord situated in Coimbatore. The meaning in local language meant a place where we get all the cure of our problems with a peace of mind as ‘Marudha’ here means “medicine to cure”.

It is believed that the Lord removes both mental and physical fluctuations and soot hens the body and mind as is surrounded by the nature, hill where many medicinal herbs are found.

There is also a belief that woman leaving bangles will be blessed by a child and burning a thing (sold at the same place) at the place where Navagraha was located as if getting rid of all the problems.

The Temple Pooja timings were as follows: 6 Am, 9 Am, 12 PM, 5 PM and 8 PM.

While going to the Temple

•      Our Bus was stopped at the Base of the Temple, though the LMV and 2- wheeler were allowed to go upwards to the temple.
•       They had their own Bus Service to take the devotees from the Base to the Temple which was up the hill at a charge of Rs.10 per person for to and fro journey for which; one has to stand in a Queue. The Base place could have been kept clean as it was stinking and could also lead to diseases.
•       Therefore if a devotee who is willing to go but does not have the means to go, cannot go. They get so much of fund which could be utilized in making the commutation free for the devotees. This initiate will not only increase the number of devotees going to the temple but will also lead to a name and fame of the Temple due to this.

On reaching the temple Base

•      There were many Vehicles from across the country (Gujarat, Rajasthan, TN, etc.), which meant that this temple’s devotee spread across the country. 
•      The lady at the shoe stand was very polite to take the shoes and keep it in the stand. But when we returned after the darshan she asked for money. And a local person standing beside us told to read the board where it was written ‘It is Free’.
•      On the way there were many people selling mangoes and various products.
•      There was a Shop which was selling Pooja-samagri and Prasad, which was also merely a money game.

The Temple

•      There were different rates to do Darshan. For a closer one Rs. 25, a little farther Rs.5 and just to see from far, it was free were one has to Queue.
•       Even the pujari’s in the temple were lacking the true attitude to serve without any intention of expecting something in return.
•      There was also a construction of another temple was going on near the main temple. 
•     The temple premises were also not kept clean as the heap of waste could be seen and water was flowing and also could found water puddles. 

Here the Commercial Business was flourishing very well. From Small retail outlets selling all sorts of low ticket – low involvement products to restaurants, lodges, transportation, etc. Mostly the products kept were of attractions or religious, and the service offered were also not with an attitude to serve but were meant only as a transactional purpose.

Temple – 2 (Sri PanchaMugha Anjeneya Vaisha Hanuman Temple)

One of the famous religious spot known for the deity with ‘five faces’ or ‘Pancha Mugha’ is believed to have special power as a healer which is of Lord Hanuman. Here the devotees offers Butter on a Pan leaf to the Lord and also lit a diya in front of the Lord Hanuman. And Tulsi can be taken as Prasad. The other Deity in the premises are Devi Varaha, Lord Narasimha, Lord Garuda, etc.

It also had a Special Counter run by the trust where they sold Prasad apart from offerings to be done to the God. Here the devotees could offer their offerings to the lord either through cheques, DD or money order.

The Temple Pooja timings were as follows: 5.30 - 6.30 am (Maha Abhishek) and for Puja-Archana between 8:30 AM to 8:00 PM with a break of 5 Hours approx.

About the Temple.

•                     It was located in a residential area.
•       This temple is run by a trust. Here only the business of selling religious    products was done which was in the premises of the temple and run by the trust itself.
•     There was also another outlet where a pundit was selling Prasad and other puja samagri.
•     The attitude to serve was missing as people were just Queuing up to get what they wanted, without any experience of being served. Neither did the people serving were conscious of the attitude to serve.
•    The pandit in the one Devi Temple which was in the same premises was always ready to answer and to serve. He tried to make aware about the goddess and also was very polite and had a respect for the devotee’s.

Temple – 3 (Sri Ratna Vinayagar Temple, R.S.Puram)

• Temple of Lord Vinayaka (Ganesha) where daily after Abhishek, Shringar of the Lord and the maha arati at 7:00 PM, Prasad of Lapsi (Sweet Jaggery) was distributed.
• This temple was the best among the three. It was located on the main road at a corner of a street. It was so calm and peace inside. They did not give any importance to the business as it was also seen just a small stall of some puja samagri was there outside the temple under a tree, which was run by an old lady. The Temple pujari was so polite and had a respect for the devotees. 
• They made the Prasad themselves and also served in dona (bowl) all the devotees present at the time of Maha arati in the evening which was not for the money. It was so systematic. The pundits themselves cook, served, cleaned the utensils and the Temple, etc. 
• They also kept the packets of Bhabhut to be taken by the devotees and the best part was that beside that they also kept polythene packets for taking the Bhabhut. There were many devotees who came to spend their time in this peaceful place. But there was a young woman who sat quietly at one corner of the temple. She came for the peacefulness of the mind and away from the worldly pleasure. She sat for hours together. 
• This temple was a real peaceful place though located on a noisy and busy street of R.S.Puram. The Pundits had the true attitude to serve and respect for the devotee. It was not a kind of transactional but purely a Passion attitude to serve.

• What it takes for a poojari to do service round the clock, for weeks, months, years and decades together?

It is the inner passion to serve selflessly to the devotees with a true respect towards them or it can even be due to selfish attitude of money.

• Is there any promotion for a Poojari?

The promotion of a Pujari can be due to:The Temple’s promotion or its brand image, even a pujari’s pravachanWord of mouth by a Devotee who has been served or whose problem has been solved by a pujari. By the pujari’s politeness and true attitude to serve and the respect given to a devotee.

• Are there any timings for a Poojari?

Yes they do have their timings in tune with the Temple’s timings. And there are many pujari in the temple which may serve the Lord.

• What motivates him to deliver exceptional service despite the fact that no one cares to thank him? Yet, what keeps him going?

The motivation may be from two things: -

•    Monetary and
• Non-monetary: The one with the Passion to Serve, A True devotion towards the Lord, Respect for the Devotees and a Selfless Attitude.

The True love of Devotees towards the God and the Respect received from the devotees, motivates him to get going.

• What are his service attitudes and beliefs? How did the service philosophy shape these attitudes?

The Service Attitude & Belief may be deferring among the Pundits, temples and location.
The Service philosophy can be taught in an institute specially catering to this field (Ashram) or it can be learnt under a learned Pujari’s guidance.


Analysis:

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Gramdarsham 1 - Rural Immersion Workshop.

The project focuses at:
To know the actual needs and wants of rural customer and their affordable capacity for ‘GRAMDARSHAN’- Rural Immersion Workshop. This project research also gives us then data of customers feedback and mapping of customers with respect to PYRAMIDS Approach i.e., Priorities, Yardsticks of their life’s progress, Relationship Influence, Aspirations and Lifestyle Values, Moments of Truth, Income sources, decision making process, and Standard of Living.so that the measurement of the market exploration needed for different product and services can be figured out.


Methodology:

The findings and analysis presented in this report are based both on: (a) A Schedule administered amongst the sample customers through questionnaires, and (b) The researchers observations.

An introduction to Nanjagoundanpalayam:

• Population = 2153(2001)
• Consists of 3 small villages namely: Pariyur, Indira nagar colony, Nanja goundan palayam
• Library, Post office, Ration Shop one each.
• Health care =none (weekly once by government)
• Kindergarten, Primary school one each.
• Three Overhead Water tank of capacity 1 Lakh, 30000 and 10000 litres each and a Ground-level water tank of 5000 Litres.
• Hand pump = 3
• Street light = 218

INTRODUCTION of GRAMDARSHAN:

In terms of Purchasing Power Parity (PPP), India is the 4th largest economy in the world and is expected to overtake Japan in the near future to become the 3rd largest.

The Indian rural market with its vast size and demand base offers a huge opportunity that MNCs and Indian companies cannot afford to ignore. With 150 million households, the rural Population is nearly three times the urban. The FMCG, automobile, manufacturing, IT,Agriculture, finance & insurance companies are moving into the rural markets in a big way as it is a goldmine comprising mainly of the Unorganized sector that has not been effectively tapped into because of lack of understanding about consumer behaviour, distribution system and communication channels.

The demand and supply pattern in the rural segment is majorly different than those in the urban segment.

These differences are due to vast difference in:

• Income level

• Expenditure capacity

• Taste and preferences

• Educational level

• Social, Cultural and environmental Traditions.

   Provision Stores = 6


NEED FOR RURAL IMMERSION WORKSHOP:
Industry managers lack first-hand experience or exposure to rural lifestyle, have little

Understanding of consumer behaviour, cultural aspects or communication platforms.
The Objectives of ‘GRAM DARSHAN’ were to sensitize to the rural environment and issues in Rural Marketing.

PYRAMIDS:

Standard of living: Standard of living generally refers to the level of wealth, comfort, material goods and necessities available to a certain socioeconomic class in a certain geographic area. An evaluation of standard of living commonly includes the following factors: 

•income

•quality and availability of employment

•class disparity

•poverty rate

•quality and affordability of housing.

Analysis:


Different Mobile Networks

Out of the 104 Interviewed, 43 of them uses Aircel, 27 Uses Airtel being the most used mobile service provider.

Decision making process:

Decision making is mental process for any rural customer as purposeful selection from among a set of alternatives present in rural area of Nanjgoundanpalayam. The factors which affect decision making process are:-

• Past experience
• Changing world
• Perception of individual
• Communication

Income sources: I

Income sources can be defined as the basic way of earning money for surviving livelihood of any individual. For the village nanjagoundan palayam the basic income sources were:

• Agriculture
• Business
• Labor
• Tenancy
• Others

SOURCE OF INCOME:

Out of 124 of the customers taken, majority (50) of them were labours, next major source of income being Business (32).

Source of Income Vs. Family Income:

Labour is the main source of income having an average income of mostly between Rs. 5000 – 8000.

The majority of the customer earnings are between the range of Rs.5000 – Rs20000.

Moments of truth: For any customer the most critical phase is to make the final decision and reaching the final process of going through the purchase action. When the customer is totally satisfied with the purchase and he builds a relation with some specific shop to get the product that he needs. This moment builds in between any retailer and customer because of trust, treatment, good bargain price, credit facility, and ambience etc.

Of the 125 Questionnaire, 119 answered for the Specific shop buying.

Out of which 53 buys regularly from the specific shop and 66 buys from anywhere.

Factors affecting selection of specific shop:

Out of the 119 People, 53 of them buy from a specific shop. The main reason for their purchases is due to Quality product, Relationship developed and Trust.

Relationship Influence: 

For any human being, after the physiological need of food clothing and shelter, the most important thing to survive is social circle of family, friends, relatives and other human being because they can complete us emotionally. If we purchase anything relationship plays the most important role to influence one’s buying behavior.

Out of 121 Houses Buying Decision in 52 Houses are taken jointly by both Husband & Wife. Whereas in 25 houses it is found dominance of Husband.

Yardsticks of their life progress: 

Any human being always aspires for achieving better in life, whatever may be their source and mode of income, they need to measure it on a set of standard that after a lag of time where they will be standing in future life, it can vary from wealth and physical assets, aspiration for better education and life prospect of children, rich lifestyle or government jobs.

Educational Qualification:

Out of the 125 People, 122 gave Information about their Educational Qualification.

39 were Uneducated whereas Children who did their schooling till 5th were 35.

Priorities: 

Any human being has so many needs and wants, but due to limited resources or sources of income they have to decide upon the most important things to deal with, or must be done before anything else can be defined as priorities of life.

Sir Abraham Maslow has defined this by ‘Need of hierarchy theory’. This hierarchy suggests that people are motivated to fulfill basic needs before moving on to other needs. The lowest levels of the pyramid are made up of the most basic needs, while the more complex needs are located at the top of the pyramid.

Observations:

• The Government of Tamil Nadu has provided the Television and Gas stove to each and every household in the village. Though few of the houses did not have the power facility still the Government provided them Television.
• Most of the rural customer thinks that the Government is not much bothered about the growth of the formers. The formers are getting only 25% of the from the government.
• There was an initiative from the higher Government officials that all the rural people must have the saving Bank account, but most of the rural customers were not even aware of the saving accounts.
• Most of the rural customers would like to get the educational loan; due to the lot of formalities they were not able to get it, which made their children to discontinue their studies.
• In the rural area the Men are only earning and spending the money but the women are mostly taking care of the family and the children. We could able to hear most of the women are living only for their children.
• Most of the elderly people are living individually like orphans. They earn themselves to live. They do not have any idea about where their children are and how to contact them. In that same way their children also not bothered about their parents.
•  The main challenge is electricity or power making that kind of products in which there is less usage of power.

* This presentation was made by Team Leader - Ketan Soni, Team Members - Rishabh Saxena, Shambhavi Jha, Mayank Dave, Kamesh Rathi, Daniel John, Sangeetha. This presentation is only for class purpose.

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Aegis Global Academy's - An ESSAR Enterprise (Corporate AV).

LARSEN & TOUBRO - Company Overview or Financial Statements.

                          

OVERVIEW:

Larsen & Toubro Limited (L&T) is a technology, engineering, construction and manufacturing company. It is one of the largest and most respected companies in India's private sector.

L&T has an international presence, with a global spread of offices. The companies businesses are supported by a wide marketing and distribution network, and established a reputation for strong customer support.

L&T believes that progress must be achieved in harmony with the environment. A commitment to community welfare and environmental protection are an integral part of the corporate vision.

L&T’s SIGNATURE OF EXCELLENCE IS EVIDENT ON:

• Hydrocarbon projects executed in India, the Middle East & South East Asia.
• Power projects executed in India, the Gulf and Sri Lanka.
• The world's largest coal gasifier made in India and exported to China.
• The world’s biggest EO reactor for a petrochemical complex in the Gulf.
• The world’s largest FCC regenerators for a refinery.
• The world’s longest limestone conveyor.
• L&T played a critical role in building India’s first nuclear powered submarine.
• L&T played a major role in India's maiden moon mission.

HISTORY:

L&T was founded in Bombay (Mumbai) in 1938 by two Danish engineers, Henning Holck-Larsen and Soren Kristian Toubro. Both of them were strongly committed to developing India's engineering capabilities to meet the demands of industry.

                                

                          

                        Henning Holck-Larsen                               Soren Kristain Toubro

                   (04.07.1907 – 27.07.2003)                        (27.02.1906 – 04.03.1982)

Henning Holck-Larsen and Soren Kristian Toubro, school-mates in Denmark. They were learning about India in history classes that they would, one day, create history in that land. L&T became a private limited company in 1946 and in 1956 L&T became a public limited company with a paid-up capital of Rs.2 million. The sales turnover in that year was Rs.10.9 million.

By 1964, L&T had widened its capabilities to include some of the best technologies in the world. In the decade that followed, the company grew rapidly, and by 1973 had become one of the Top-25 Indian companies.

Today, L&T is one of India's biggest and best known industrial organisations with a reputation for technological excellence, high quality of products and services, and strong customer orientation. It is also taking steps to grow its international presence.

                                            

OPERATING DIVISION:

• Engineering & Construction Projects.
• Heavy Engineering (HED).
• Construction.
• Power.
• Electrical & Electronics.
• Machinery & Industrial Projects.
• IT & Technology Services.
• Financial Services.
• Railway Projects.

Engineering & Construction Projects:

Engineering and construction Division forms the biggest segment in Larson & Turbo. This division is capable of carrying out Turnkey projects in core industry sectors on EPS basis.

                             

The Engineering and Construction Division has strengths in process technology, basic and detailed Engineering, Modular fabrication, procurement, construction and commissioning. The Division has offices at various locations in India-Mumbai, Vadodara and Faridabad.

• L&T’s Modular Fabrication Facility (MFF) AT Hazira is capable of manufacturing large modules.
• The Division has secured orders from international clients in Malaysia, USA, UK, Brazil, Saudi Arabia, UAE, Qatar, Bangladesh, Sri Lanka, etc.
• The customer profile includes leading names such as Samsung, Chevron, Bechtel, Kvaerner, Pirelli, Siam Michelin, Goodyear, etc.

HEAVY Engineering:

It has established a reputation for Quality products.The division manufactures

custom designed and engineered equipments and systems to core sector

industries and defence sectors.

                              

The division has entered into ship building business and also in specialised commercial

Vessels and warships for navy and cost guard.

L&T's world-class fabrication capabilities have been achieved through perfect

integration of efficient material handling & preparation, precision machining and

Welding processes for a range of material in varying thicknesses, backed by

technological excellence in design & engineering and responsive quality systems.

Engineering Construction:

The Engineering, Construction and contracts (ECC) Division of L&T is largest

Construction organization in country and ECC finds its unique position(35th) among

World’s top contractors.

                   

Runways and Road:

ECC creates high quality infrastructure for transportation. It has executed several transportation projects such as expressways, highways and runways.

Ports, Harbours and Special Projects:

ECC undertakes heavy civil construction works and infrastructure projects such as

Ports, harbours, breakwaters, waterfront structures and underground metro rail

Corridors.

Electrical Instrumentation & Communication:

ECC handles some of the largest electrical and instrumentation contracts in India and abroad. It has moved from individual, package-based contracts, to providing turnkey solutions for major project electrification works, high voltage sub-stations and telecommunication and instrumentation projects. There are 16 strategic business units grouped into 8 business Sectors based on core Technology.

Larsen and Turbo Power Ltd.:

"Coming to the Right Place at the Right time and Making the Right Choice is the example of the good fortune and the wise mind"

It is a subsidiary of Larsen and Turbo and combines rich and diverse experience in engineering, manufacturing and project execution with strong management focus.

L&T Power seeks to partner with its customers in providing solutions that best address their needs. In-house strengths are supplemented by collaborations with global leaders in the fields of engineering and manufacturing. L&T Power is also committed to continually upgrading its skills to meet the challenge of the future.

KEY EMPLOYEES:

• Chairman & Managing Director A. M Naik President (Machinery & Industrial Products)
• J. P Nayak Chief Financial Officer Y. M Deosthalee President (IT, Eng. Services & Corporate Initiatives)
• V. K Magapu President (Power) Ravi Uppal

Key Facts:

• Corporate Office 9th Floor, Amandeep Building, 14 Kasturba Gandhi Marg, New Delhi.
• Registerd Office L&T House, N. M Marg, Ballard Estate, Mumbai.
• Listed In BSE and NSE.
• Website www.larsentoubro.com

SWOT Analysis:

Strengths:

• Good Quality & Reliability.
• Brand Image.
• High Degree of Customer Satisfaction.
• Lower response time with efficient and effective service.
• Superior Products

Weakness:

• Not very popular in International Market.
• Customer service staff need training.

Opportunities:

• Could seek better supplier deals.
• Could extend to overseas broadly.
• Profit margins will be good.
• New Technologies and customers of other competitors.

Threats:

• Lack of infrastructure in rural areas could constrain investment.
• Exiting core business distribution risk.
• Vulnerable to reactive attack by major competitors.

PORTER’s FIVE FORCE MODEL:

                    

HRM Policies:

Recruitment based solely on merit by following well-defined and systematic election procedures without discrimination.

Sustain motivated and quality work force through appropriate and fair performance evaluation, reward and recognition systems

Identify training needs within the Organisation and design and implement those need based training programmes resulting in continuous upgradation of knowledge, skills attitudes of the employees

Maintain a quality Human Resource Management System to meet the international standards as per ISO 9001.

Plan, design, train, equip and motivate the department staff to meet this standard of expectation

Work Culture Emphasises:

• Freedom to experiment.
• Continuous learning and training.
• Transparency.
• Quality in all aspects of work.
• Rewards based on performance and potential.

The company encourages entrepreneurial skills thus, enabling and empowering employees to take appropriate risks. Employee participation is encouraged by inviting suggestions & opinions. This is coupled with competitive compensation & rewards and training through Core Development & Behaviour Development Programmes, to enable them to unleash their full potential.

CSR:

• L&T claims to be conscious of the larger social obligations that business carries.
• In line with this objective, it has taken pat in children’s education and causes such as HIV/AIDS awareness.
• Got medal for Industrial peace

Initiatives:

Prayas

Prayas, a trust formed by the spouses of ECC employees in Chennai, to help the less privileged people of the society.

Rehabilitation Efforts

L&T is among the first in the Indian corporate sector to join rescue and

rehabilitation efforts for the victims of natural calamity. When Orissa, Gujarat were ravaged by the cyclone, ECC swung into action to provide shelter to the workforce including employees and contractors' men and also provide relief to those people who became homeless.

L&T extended assistance in the form of men, machine and money during the earthquake in Gujarat. L&T redeployed equipment from its various construction sites in Gujarat and sent a multi-skilled team of engineers for rescue and relief operations.

Financial:

* This presentation is made by Rishabh Saxena and Priya Srivastava. This presentation is only for class purpose.