SERVICE OPERATIONS MANAGEMENT

PROJECT

Submitted By,

GROUP 6

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Introduction

Over the years, learning patterns have altered considerably. Gone are those days when the
definitions were memorized and set down during tests. Personalized learning is favored in the
present teaching-learning environment. The teacher is now a facilitator, a guide and a mentor.
He/she is not merely a supplier of information. By interaction with the students, the instructor
develops awareness. All the work is done by the students and the teacher directs them.
Constructivism is the philosophical and scientific position that, through an active construction
process, knowledge emerges. Constructivism's strategy is against the Behaviorist philosophy
promoted by Pavlov and Thorndike, which is based on the concept that conditioning is the way to
learn. Constructivism is deeply rooted in the current strategies of teaching and learning. Through
the active involvement of learners, the facilitators build awareness. Learning is student-centered
and the learners are separate. Teachers encourage students' critical thought. To find solutions to a
dilemma, they direct their students. Modern learning is strongly geared towards technology.
Teachers use modern equipment for teaching, such as smart boards, projectors, audio-visual aids,
and web platforms. At the click of a button, teaching and learning materials are open. The Internet,
which is the largest network, has become a significant instrument for the process of teaching and
learning. Information required for the user is generated by multimedia tools, journals, online
forums, online libraries and different websites. Students around the world make use of these new
learning tools, teachers and students alike may make use of digital courseware that helps facilitate
more engaging and learner-centered affective learning Students may connect their course of study
to events in real life and make use of individual styles of learning that fit their needs. One of the
most significant elements of digital courseware is that it facilitates higher order thinking skills and
helps to develop awareness. Mlearning or mobile-learning are among the new developments in
teaching. M-learning incorporates both mobile computing and e-learning, providing online tools,
rich interactive content, good affective learning support and performance-based evaluation.
Educators around the world have begun using smart phones to teach learning, as smartphones have
become popular among students. One of the advantages of M-learning is app-based learning. For
learners, a vast number of educational apps are available that assist them in personalised learning.
Learning by apps is self-paced and tailored for each student's needs. Educational applications are
designed to keep the learner in mind, such as Meritnation, SoloLearn, Coursera, Unacademy,

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Byjus: The Learning App, etc. For instance, Byjus is one of the world's biggest educational apps.
Once a start-up, Byjus now caters to nearly 300 million Indian students. To include interactive
learning, the software uses 3-D animation, motion graphics and visual effect techniques. Started
by Byju Raveendran of Kerala, Byju's is now the world's most respected Edtech Company.

Content

Organisation identified is “Byju’s Learning App”.

Flow Chart

At the beginning, student can visit head department to add his/her name and id. The head
department sends student name and id to administrator. The administrator adds student id and
name to e-learning database system. Student can input name and id, the system check his/her
name and id with database if already exist can fill up registration form to choose login name and
password at this time the system create cookies for this name to protect student name. If student
want to login, input login name and password the system check login name and password with
database if correct create session for this name and directly logon to the system. After login
student can see main functions for student interface that described in the student flow diagram. If
student forget password can answer security question to see his/her password. If student want to
change password, he/she can do.

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Products and Services
BYJU’S is a education tutoring app that runs on a freemium model. With free access to content
limited for 15 days after the registration. It was launched on August 2015 offering educational
content for students from class 1 to 12. It also trains students for examinations in India such as IIT-
JEE, NEET, CAT, IAS and international examinations such as GRE and GMAT.
Academic subjects and concepts are explained with 12-20-minute digital animation videos.
BYJU'S reports to have 4 crore (40 million) users overall, 30 lakh (3 million) annual paid
subscribers and an annual retention rate of about 85%.In 2019, the company announced that it
would launch its app in regional Indian languages. It also planned to launch an international version
of the app for English-speaking students in other countries. Recently, Byju's launched new
programs in its Early Learn App for students of LKG and UKG as well.

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Despite posing challenges for both instructors and students, e Learning, which is the latest wave
of education, is already having a fair show. Although instructors need to put in extensive work and
time to design the instruction, to decipher the course content, students need to equip themselves
with technical competence. Students in e Learning classes face 5 common problems and they need
to be solved by effective initiatives for the potential benefits of the students:

1. Struggle for adaptability.

For students, moving from conventional classroom and face-to-face teacher training to computer-
based training in a virtual classroom makes the learning process radically different. Their
resistance to change does not encourage them to adjust to the online learning environment, though
getting used to Course Management Systems (CMS) and computer-based education methods takes
time for them. Although passive listening and taking notes are expected in a typical classroom, the
demand for online discussions or web page formation is springing into motion. It is difficult for
students with a "traditional" mentality to adapt; however, they need to embrace with an open mind
and heart the new learning circumstances. Understanding and even talking to their peers about the
benefits of e Learning will change this mindset and help prepare students for online courses.

2. Technical Concerns.

The high bandwidth or the strong internet connectivity needed by online courses are not offered to
many students and thus fail to keep up with their virtual classmates: their poor monitors make it
difficult to follow the Course Management System and their learning experience becomes
troublesome. In addition, most of them live off campus and find it hard to keep in line with the
technical specifications of the course chosen. Some of them don't even own computers and seek
professional assistance at Learning Resource Centres. The only solution to this issue is to know
exactly what kind of technical help they would require for a certain course before enrolling in it,
as well as to equip themselves appropriately for the successful completion of the course.

3. Software Knowledge.

While students are normally tech savvy, and thus able to handle computers well, the lack of
computer literacy among students today is a major problem. Many of them are unable to run basic
programmes like Microsoft Word and PowerPoint, so they are unable to maintain their files. In
addition, many students find it difficult to fix simple computer problems, as they have no

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experience in this field. Technological competence, however, is a must for online courses to be
followed, since it helps students to handle their assignments and courses in a structured manner
without struggling. Basic computer literacy courses improve the awareness of students in the field;
getting a basic understanding of computer hardware will help them engage without interruptions
and challenges in online classes.

4. Managing Time.

For e-learners, time management is a daunting challenge, as online courses take a lot of time and
hard work. In addition, while it is mainly adults who choose web-based learning programmes for
their versatility in location and time, because of their different daily responsibilities, they rarely
have the time to take the courses. For these learners, a daily schedule planner would be a significant
help, as they could also set reminders for their courses and assignments.

5. Self-Encouragement.

Self-motivation is a necessary prerequisite for e-learning; however, many online learners, much to
their surprise, ignore it. Many learners fall behind and cultivate the idea of giving up after enrolling
in distance learning courses, as difficulties in handling a technical platform often seem
insurmountable. Students need to find the inspiration to pursue the latest educational trends and
also better prepare themselves in their education and careers for future challenges. Only a positive
mindset will help them resolve the e-learning challenges; while this is difficult to practise, learners
need to realize that it is important to enjoy the benefits of e-learning in the future.

E-learning is good news, but it poses some risks to learners at its initial level. To excel in their
courses with a positive vibe, attitude change and technical literacy will help them build trust.

SERVICE BLUEPRINT

A service blueprint is a diagram that visualizes the relationships between different service
components — people, props (physical or digital evidence), and processes — that are directly
tied to touchpoints in a specific customer journey. Similar to customer-journey maps, blueprints
are instrumental in complex scenarios spanning many service-related offerings. Blueprinting is

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an ideal approach to experiences that are omnichannel, involve multiple touchpoints, or require
a cross functional effort (that is, coordination of multiple departments).

Blueprinting is most useful when coordinating complex services because it bridges cross
department efforts. Often, a department’s success is measured by the touchpoint it owns.
However, users encounter many touchpoints throughout one journey and don’t know (or care)
which department owns which touchpoint. While a department could meet its goal, the big-
picture, organization-level objectives may not be reached. Blueprinting forces businesses to
capture what occurs internally throughout the totality of the customer journey — giving them
insight to overlaps and dependencies that departments alone could not see

Service blueprints give an organization a comprehensive understanding of its service and the
underlying resources and processes — seen and unseen to the user — that make it possible.
Focusing on this larger understanding (alongside more typical usability aspects and individual
touchpoint design) provides strategic benefits for the business.

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 Customer actions

Steps, choices, activities, and interactions that customer performs while interacting with a service
to reach a particular goal. Customer actions are derived from research or a customer-journey map.

In our blueprint for an appliance retailer, customer actions include visiting the website,
visiting the store and browsing for appliances, discussing options and features with a sales
assistant, appliance purchase, getting a delivery-date notification, and finally receiving the
appliance.

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Frontstage actions

Actions that occur directly in view of the customer. These actions can be human-to-human or
human-to-computer actions. Human-to-human actions are the steps and activities that the contact
employee (the person who interacts with the customer) performs. Human-to-computer actions are
carried out when the customer interacts with self-service technology (for example, a mobile app
or an ATM).

In our appliance company example, the frontstage actions are directly linked to customer’s
actions: the store worker meets and greets customers, a chat assistant on the website informs them
which units have which features, a trader partner contacts customers to schedule delivery.

Note that there is not always a parallel frontstage action for every customer touchpoint. A customer
can interact directly with a service without encountering a frontstage actor, like it’s the case with
the appliance delivery in our example blueprint. Each time a customer interacts with a service
(through an employee or via technology), a moment of truth occurs. During these moments of
truth, customers judge your quality and make decisions regarding future purchases.

Backstage actions

Steps and activities that occur behind the scenes to support onstage happenings. These actions
could be performed by a backstage employee (e.g., a cook in the kitchen) or by a frontstage
employee who does something not visible to the customer (e.g., a waiter entering an order into
the kitchen display system).

In our appliance-company example, numerous backstage actions occur: A warehouse employee

inputs and updates inventory numbers into the point-of-sale software; a shipping employee checks
the unit’s condition and quality; a chat assistant contacts the factory to confirm lead times;
employees maintain and update the company’s website with the newest units; the marketing team
creates advertising material.

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Processes

Internal steps, and interactions that support the employees in delivering the service.This element
includes anything that must occur for all of the above to take place. Processes for the appliance
company include credit-card verification, pricing, delivery of units to the store from the factory,
writing quality tests, and so on.

FISH BONE DIAGRAM

The fish bone diagram or the Ishikawa diagram is a cause-and-effect diagram that helps managers
to follow the reasons for imperfections, variations, defects or failures.

The diagram looks like a fish skeleton with the problem at its head and the causes of the problem
feeding in the spine. Once all the causes that underlie the problem have been identified, managers
can start looking for solutions to ensure that the problem does not become recurring.

In the case of Byjus app, the main problems and their causes are identified and drawn as shown
below.

Other bottleneck problems include

1. Problem with Academic Challenge Level

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2. Less Active and collaborative learning - opportunities for the social and intellectual Dimensions
- these can be individual or collaborative experiences, under discussion with peers, inside and
outside the class, in person or virtual
3. Less Interaction of Faculties with Students - Possibility of Mentoring, to observe the role of
discipline models, to have informal learning conversations with staff
4. Enriching educational experiences - Significant or significant opportunities Learning
Experiences (other than Course Experiences)
5. Reduced experience of campus environment - how the environment around students can
Make commitment to learning more likely to be the result.
6. unfreezing of the old culture and setting the stage for change,
7. making the change happen, and
8. re-freezing, to make the changes stick.

According to the Pareto analysis (80-20 Rule) 20% is an important component of the organization.
The company's plan was to follow the Pareto analysis.Take the rest of 80% of the team also work
effectively.

We can apply the 80/20 rule to almost anything:

● 80% of student complaints arise from 20% of education services.

● 80% of delays in the schedule result from 20% of the possible causes of the delays.
● 20% of education services account for 80% of your profit.
● 20% of sales force produces 80% of company revenues.
● 20% of a systems defects cause 80% of its problems.

The Pareto Principle has many applications in quality control. It is the basis for the Pareto diagram,
one of the key tools used in total quality control and Six Sigma. With this it can reduce the
bottleneck.

SOLUTIONS

1. Struggle for adaptability.

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One solution is to foster private interplay within the online world as a lot as possible. You can
organize webinars, institution paintings, or boards wherein college students can discuss and clear
up their queries. It is important that scholars and teachers have properly communique with every
different. You may also promote using social media at some point of the training, for that reason
providing an additional opportunity for social interaction and humanizing the getting to know
manner.

Another solution is to provide lecture room education. It has been confirmed that this type of
combined education (known as combined mastering) reinforces what students have discovered and
complements the educational cost of the schooling. Therefore, you may prepare debates between
college students or with the teacher. This way, you may be blending the net and offline worlds and
overcoming one of the obvious problems.

2. Technical Concerns.

Schools can provide all the learning materials to their students in the form of hard-copy. In this
situation, the role of teachers becomes quite crucial. Educators should prepare their lectures using
notebooks and papers. Once they have developed their lectures, the support staff should deliver
those lectures, including all the necessary reading materials such as books, worksheets, and others
at students’ homes on a weekly or bi-monthly basis.

3. Software Knowledge.

One approach to this challenge is for the instructor to put into effect a studying environment that
encourages collaboration. Providing newbies with the opportunity to collaborate and create will
increase the learner’s use of numerous technology, and guide self-directed and ongoing learning.
During this time the trainer has to bear in mind the learner’s technological incompetence and be
given various capacity stages The learner ought to ask questions, seek additional records from
credible resources, reflect regularly, and interact with other newcomers in academic discourse
associated with the online getting to know objectives. Having an online community wherein
freshmen can collaborate in a safe and respected learning environment will help near the distance
of the brand new virtual divide, and in doing so helps to create a lifestyle of digital natives
conducive for e-learning.

4. Managing Time.

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To solve this problem, firstly, ensure that the courses are divided into several parts and consist of
brief lessons that can be completed in a short amount of time. If students encounter major
stumbling blocks to learning, they will probably never find the time to tackle them. Divide the
courses The fact that the training is online doesn’t mean you can’t set deadlines. Establish a clear
and simple calendar indicating when the student should have completed each part of the online
course. In addition, send reminders to students telling them that they are running out of time and
encouraging them to complete the course.

5. Encouragement

Make sure that you encourage the learners and also guide them throughout this journey. Make sure
that the learners are engaged in thought-provoking questioning and indulge them in activities that
will instill interest in them.

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