PEOPLE MIX OF IT INDUSTRY
1) Employees – The service provider always has to do a perfect job analysis of each and every job and accordingly select a person whose personality best suits the job. The service quality totally depends upon the employee giving the service. That is the reason why job analysis and selection is very important in the service industry. Also the employee should have job satisfaction and he should be made to feel as a part of the organization. It is only when the employee is happy with the company, that the employee can sell the service of the company. Motivation and rewards are factors, which should not be forgotten. Another aspect is that the employees should be well trained. For e.g. even a simple “Smile” given by the employee can do wonders for the image of the company.
2) Customers – They have been referred to as “partial employees”, human resources who contribute to the organization productive capacity. Customers are also producers of service as it is they who decide the quality of the service and not the company. For e.g. if I say that a particular company’s service is bad, it means that the quality of service of the company is not good even though the company feels that it provides the best service. Hence here the decision makers are the customers. Good quality would obviously result in good productivity. In IT the customers on the basis of ease of receiving the service rate industry the service quality. That is the reason why ATM cards, Internet banking, online shopping etc are sectors, which are in boom in the market now. These technologies are called self-service technologies. The striking feature of these services is there is minimum human intervention, which in this industry is an advantage to the company, as the customer wants to receive a good service quickly without actually having to have any interaction with the employees.
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