Service Models

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Summer Internship Project

Service Models

07-07-2016

SIBM-Pune

Nirmal Misra

Roll No: 38205

Operations Management (2015-2017)

Acknowledgement

The internship opportunity I had with Lenovo India Pvt. Ltd. was a great chance for learning and professional development. Therefore, I consider myself as a very lucky individual as I was provided with an opportunity to be a part of it. I am also grateful for having a chance to meet so many wonderful people and professionals who led me though this internship period.

Bearing in mind previous I am using this opportunity to express my deepest gratitude and special thanks to my mentor Sudipto Ghosh, Executive Director of India Services, who in spite of being extraordinarily busy with his duties, took time out to hear, guide and keep me on the correct path and allowing me to carry out my project at their esteemed organization.

I express my deepest thanks to my guide, Sourav Ganguly, Head – Customer Engagement, for taking part in useful decision & giving necessary advices and guidance and arranged all facilities to make life easier. I choose this moment to acknowledge his contribution gratefully.

It is my radiant sentiment to place on record my best regards, deepest sense of gratitude to Dr. R. Raman, Director – SIBM, Pune & my internal project guide Dr. Prabir Kumar Bandyopadhyay for their careful and precious guidance which were extremely valuable for my study both theoretically and practically.

I perceive as this opportunity as a big milestone in my career development. I will strive to use gained skills and knowledge in the best possible way, and I will continue to work on their improvement, in order to attain desired career objectives. Hope to continue cooperation with all of you in the future,

Sincerely,

Nirmal Misra

Place: Pune

Date: 7th July 2016

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Executive Summary

This project aims to aims to identify and propose solutions to alleviate pains points in the after sales consumer journey by proposing modifications to the service delivery model of Lenovo.

This is to be achieved by mapping the consumer journey of the after sales behavior for home electronic product purchases made in the retail sector such as LFRs, MBOs and Exclusive Stores and then narrowing down the focus to IT products manufactured by Lenovo and top competitors. This is done by conducting unstructured interviews from a first person perspective and identifying consumer pain points in this journey.