REASON FOR INTRODUCING PROJECT

This project was done for the service and operations department of Xerox India.
SSP (Sales and Service Providers) are the life blood for Xerox and hence there effectiveness and efficiency is the most essential requirement for companies growths. They need to be trained and there skills need to be polished and refined timely. They give company the core profits and in return they are rewarded by the certificate which proves there worth. This project is based on evaluation and analyzing the SSP on set parameters and providing them the category of certification as per the performance. The project focuses on improving the category of those SSP who are not best and also of those who are not able to qualify. The project aims at making the SSP best in every perspective of sales and service. The importance of this project lies within the scope of this study. The project covers the detail understanding of SSP performance on various parameters. Project also compares the SSP service performance with his sales performance. The entire project provides a deep understanding on root causes of SSP low performance and aims to fill these loop holes with effective action plan.

RESEARCH DESIGN FOR PROJECT

The project undergoes various stages for its completion and effective applicability.

A format was prepared which undertakes various parameters on which the SSP need to be evaluated. These parameters were further divided for ease of understanding and coverage of areas required for evaluation. The data received from the field was then evaluated by using the excel formulas.
Based on the evaluated points the ssp were divided into 3 categories; Category 1: Category 2 : Category 3: Not Qualified: Those who secured points more than 90 Those securing points between 80-90 Those securing points between 70-80 Those securing less than 70

Now after categorizing the ssp there key Ares of weakness were identified and corrective measures were taken by preparing the action plan for each and every parameter. Based on the above categories the certificates were provide to the SSP wand there key areas of weakness and corrective measures for those were also floated to them. 7

FINDINGS

The final findings from the project are as follows: Most of the problems were found to be under the Business Acumen parameter were in the parts purchase and supplies purchase by the SSP was less than the required. 65% of the SSP are lacking in service criteria as when compare to there sales performance. According to the geographical analysis Central East and North are the major areas which are lacking in delivering good performance for the service department of Xerox India. The corrective actions made for every problem are critically approved and will surely give positive results to the company.

CONCLUSION
The final conclusions from the entire project are: The project is going to increase the profits for the company. Project is beneficial at all levels, it benefits the senior management, SSP and finally most important the customer. The service department needs to focus on its SSP Parts and supplies purchase with an improvement in service delivery management. The corrective measures taken are going to improve the performance of SSP. Results of this study will not be prompt but will give log term benefits in future. The project has set up guide lines for performance improvement of SSP which can be used in future by the organization.

OBJECTIVES OF THE STUDY

To evaluate the SSP based on set parameters. The first objective of the study was to analyses the performance of the SSP based on the parameters which were set by the organization. These parameters inculcate every part of performance area,it undertakes revenue generation, service efficiency, infrastructure.

To analyze the difference from those of set standards. The second objective was to analyze the difference in performance of SSP from those of the set standards.

To develop strategies for improving the category of SSP and those of nonqualified. The main objective comes into action after analyzing the performance, here the strategies are made to solve those areas in which SSP are facing the problems and resulting in the improvement in there performance

To make every SSP efficient and make him reaches to the top level category. Provide certificates of categorization to the ssp. Finally the ssp are provided by the certificates as per there category with the corrective measures that they have to take to improve there week areas

IMPORTANCE

The importance of this project lies within the scope of this study. The project covers the detail understanding of SSP performance on various parameters. Project also compares the SSP service performance with his sales performance. The entire project provides a deep understanding on root cause of SSP low performance and aims to fill these loop holes with effective action plan.

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Table of Content
Certificate Acknowledgement Preface 1.0 Executive summary...6-9 Reason for the project Research design Findings Conclusion 2.0 Introduction10-21 Introduction to org Mission and vision of company Product and service offered Position in PLC (Product Life Cycle) Departments of company 3.0 Project Details22-26 Introduction to topic Objectives of study Importance of study Introduction to CSO (Customer service organization) department Research methodology 4.0 Data Analysis & Interpretation28-47 5.0 Findings & Conclusion and Limitations of the Study48-49 Bibliography50

RESEARCH METHODOLOGY

Preparing survey format

Collection of Data

Evaluating Data by using certain formulae

Categorizing the SSP based on there weighted score

Analyzing the differences and loop holes.

Preparing a plan of action for overcoming the differences.

Implementation

Control

The project undergoes various stages for its completion and effective applicability.

A format was prepared which undertakes various parameters on which the SSP need to be evaluated. These parameters were further divided for ease of understanding and coverage of areas required for evaluation. The format was send in the field to the engineers for the collection of data from various SSP. This data needs to be filled by the engineers themselves after checking all the parameters and there evaluation criteria engineers also needs to take a picture for some parameters, attach them with the filled data and send them to us for rechecking and analysis. The data received from the field was then evaluated by using the excel formulas. The evaluation part was divided in 3 parts.
The primary data given by engineers from field. Giving weight to those values and forming a fixed number Giving points to each parameter out of the fixed set standards.

(All this was done by the help of excel and giving formulas to each for finding the final points)

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Based on the evaluated points the SSP were divided into 3 categories; Category 1: Category 2 : Category 3: Not Qualified: Those who secured points more than 90 Those securing points between 80-90 Those securing points between 70-80 Those securing less than 70

The analysis was also done taking a different prospective, here they SSP were compared with there sales category and there comparative performance was analysed in sales and service. Also the performance was evaluated based on regions and which makes the understanding more clear and easily stated that which region (south, central east, north, west) was performing good and which was not. Now after categorizing the ssp there key Ares of weakness were identified and corrective measures were taken by preparing the action plan for each and every parameter. Based on the above categories the certificates were provide to the ssps wand there key areas of weakness and corrective measures for those were also floated to them.

Survey format The 1st step was to prepare a survey format which undertakes various parameters on which the SSP is to be analysed.

Now SSP are to be evaluated by giving each parameter a proper weightage of score so that they can be categorized under certification categories. 27