Labour Turnover in TCS Project Report

Profile
Tata Consultancy Services is India’s leading Information Technology (IT) and Management Consultancy ptimize ion. Established in 1968, TCS has completed 25 years of services to buinsness, industry and government worldwide. It’s operations span over 40 countries. It has successfully executed projects in areas such as banking and financial services, manufacturing industries, energy, healthcare, transport, communications and tourism.

Employing more than 5500 (1996) professionals, TCS provides a wide spectrum of consultancy services in the area of IT. These services cover all aspects of systems and software engineering including information needs analysis computer hardware sizing and selection, systems analysis and design, system conversion, ptimize i software development and implementation, bureau services and computer-assisted instruction.

Research and development play a critical role at TCS. The Systems Engineering and Cybernetics Centre at Hyderabad (India) studies and analyses problems with a holistic perspective. It has developed methodologies for understanding the increasingly complex organizational and societal problems. The Centre functions as a nucleus for the dissemination of systems engineering and cybernetics techniques in India.

The Tata Research Development and Design Centre, a division of TCS, is based in Pune(India). The Centre specialices in applied research in information technology. Some of the areas of ptimize ion n are object oriented techniques, software engineering, artificial intelligence, expert systems, CAD/CAM, image processing and microprocessor based instrumentation. Consultants at TCS have access to a wide range of hardware – mainframes, mini-computers, personal computers (PCs) and dedicated workstations. Some of the systems in TCS are the IBM ES/9000, IBM 3090, IBM AS/400, RS/6000, VAX6000, DEC5000,Elxsi6400, SUN SEQUENT, TANDEM TXP, CLX and VLX. In addition, there are mainframes and minis from Texas Instruments, Hewlett Packard and others. Extensive use of software tools ensures quality and productivity.
The company is listed on the National Stock Exchange and Bombay Stock Exchange in India.

Areas of business
Services
Tthe following TCS services help customers ptimize business processes and create resilient IT infrastructure, ensuring faster business results:

Consulting
TCS consulting services help enterprises transform the way of doing business by helping them to optimize business processes, align IT with business requirements, support IT operations, and design effective risk management strategies.
IT services
TCS provides system integration and testing solutions, and application development and management services that help companies make the most of their IT investments.
Business process outsourcing
TCS works with enterprises worldwide, helping them focus on their core business while accelerating outsourced operations and ensuring round-the-clock service delivery.
Infrastructure outsourcing
The company partners with enterprises to make their IT infrastructure flexible, scalable, and secure, while maximizing performance.
Engineering and industrial services
Using the best technologies, processes, and competencies, TCS helps businesses to put into practice their strategies in product development, and management of assets and production.



Labour Turnover in TCS Project report

Service Quality Project Report

OBJECTIVES OF SERVICE QUALITY
The subject of service quality has aroused considerable recent interest among business people and academics. Of course, buyers have always been concerned with quality, but the increasing competitive market for many services has led consumers to become more selective in the services they choose. Conceptualizing the quality for services is more complex than for goods. Because of the absence of tangible manifestations, measuring service quality can be difficult but there are possible research approaches. Comprehensive models of service quality and there limitations can be studied. Understanding just what dimensions of quality are of importance to customers is not always easy in their evaluation process. It is not sufficient for companies to set quality standards in accordance with misguided assumptions of customers’ expectations. A further problem in defining service quality lies in the importance which customers often attach to the quality if the service provider is distinct from its service offers – the two cannot be separated as readily as in the case of goods. Finally, issues relating to the setting of quality standards and implementation of quality management should be studied.

INTRODUCTION TO SERVICE QUALITY
Quality improvement and adherence to accepted norms of quality are central to the modern concept of marketing of services. The quality of service delivery results in customer satisfaction and their retention as it reinforces the perception that the value of the service received is greater that the price paid for it. Some important concepts are:
Modern quality concepts result in better profitability, which is the main goal of all the business.
Quality control has much to do with changing the frame of min d and psychology of the service provider and particularly the front-end and back-end employees actually providing the services. We need to know how this fundamental change in attitude can be brought about.
Traditionally, most service providers have felt that they know all there is to know about the customers and their requirements. This smug or self-satisfied approach needs to be changed.
Development of feedback systems is very essential part of the quality improvement. How this can be used to develop better quality standards is an issue of immense importance.
Goal setting and adherence to the goals are both essential to ensure continuous improvement in the quality standards.


Service Quality Project Report