Flow Chart-Tata Sky Ltd.

Assignment-1

By:
Khushnud Khan-EPGDBM
NMIMS, Bangalore
 Process : Service Activation
Objectives :
The objective of this business process is to ensure successful activation of
Tata Sky Limited services to customers and also to handle situations
where service activation is not successful

Inputs Outputs
1. Installation activity allocated to an 1. Successful activation of Tata Sky Limited
Installer services at customer address.
2. Unsuccessful activation requests informed
to FSC and master-work order created
for unsuccessful activations by FSC

Key Performance Indicators

1. Turnaround time for activation.
2. % Activations completed within the SLA.
3. No of SRs raised for activation complaints
Service Activation
File Name : ELP 4_KP 1_Service Activation
Service Activation -flow
.vsd version 1.2

Installer 6 Customer Care back

CSR
Recheck the installation , follow Office
steps from troubleshooting guide
1 No
to get the barker channel
Start 28
Raise remedy ticket for IT
8 Ops .
2 7
5 Validates
Calls CSR to
Is the Yes installer from
Is Barker trigger activation
digicomp Yes WO
channel
getting 29
available ?
powered on Get the resolution from IT
10 9 11 Ops and activate the
No Call FSC to make Able to Perform account , call up customer
No Yes
3 the necessary validate activation in to inform him of the
DOA changes to the WO installer ? CRM activation
process

4 20 13 12
End Perform Trouble No Activation Updates 30
Shooting Activities successful ? Activation Close SR after
Status to receiving resolution
Installer from IT Ops
Yes
21 14 23
Activation Yes Give Demo to Yes Activation
successful ? customer successful ? 31
Raise SR and create
No WO for field services
16 for demo
15 No
Get the Sign of
Update WO as
subscriber on WO 22
Activation
and Contract and Confirm
Successful
hand over a copy troubleshooting steps
of contract taken and do heavy 32
17 refresh in CRM
Inform FSC End
27
Inform CSR for
unsuccessful
18
activation
Handover the
signed WO and
24
contract to 25
26 Raise SR for
Supervisor Inform customer
Update WO as Customer Care to
that activation follow up
Activation
19 will happen
unsuccessful
End within ‘x’ hours .
 Analysis

• How: Engineer Visits Customers premises for installation of

Tata Sky
•
• What: Installation of Tata Sky DTH Service and Activation
•
• When: After customer purchases and requests for Activation
of service
•
• Where: At Customer’s Premise
•
• Who: Tata Sky Service engineer
 Suggestions for Improvement

• Activity 7 in flow Chart, engineer calls CSR (Customer

Service Representative) can be reduce by empowering
engineering to do activation from his mobile, This will
reduce 10 Mins in the process
•
•
• Activity 10 in flow Chart, engineer calls FSC (Field Service
Coordinator) can be reduce by Automating work order
updation with activationThis will reduce 10 Mins in the
process


• Activity 11 in flow Chart, performing activation in CRM can

be linked with auto activation using mobile phone, this
process will further reduce 5 min
 Indicate Lead times existing in your
Organization’s Supply Chain, Comment on
Effectiveness and suggest measures to improve
the lead times

Assignment-2
 Supply chain of materials
• Material Supply


• Warehouse will supply installation material to Distributor

• Distributor will issue ODU kits in multiple of 5 to SSD
• Each 5 ODU kits will have
– Reflectors with assemblies – 05 nos
– Universal LNBFs - 05 nos
– RG 6 cable roll of 100 mtr - 01 no
– RG 6 connectors - 10 nos
– HUD - 20 nos
– P-Clip (Packet of 100 nos)- 02 nos
– Cable Tie - 10 nos
– Weather Seal - 05 nos
• Incase of requirement of additional cable, distributor will purchase cable directly
from Finolex and supply to SSDs. Tata Sky will enter into fixed rate contract
with Finolex.
• Incase of requirement of material other than cable, material will be billed to
distributor by DIC
• Replenishment to distributor will be done based on the activations done by
SSDs in his territory.

 Supply Chain Process

Send Order to CFA Finance through fax or mail

Distributo Start 1
r

If check is
Decide to execute the order or not
CFA negative do P
not generate
finance order

If check is
positive create
sales order and
notify SM

If order isInteract with distributor to modify orderIs modified Notify

P to be quantity higher Distributor to
modified than ordered place fresh
quantity order
SE

If modified Notify
quantity is lower distributor to A
than ordered cancel and place
quantity fresh order
 Create delivery order and generate invoice Fill cheque Hand cheque
CFA
A
with amount to Banks CMS End 1
Finance similar to representative
invoice

Organize Write LR and

Shipping and Transporter name
CFA SCM
Dispatch in the back of
Documents invoice

Signs delivery
Distributor note on
Send Order to receipt of
Start 2 Commercial goods
Manager for
ERV

Commercail Approves the

Manager order and
instructs CFA
finance

CFA finance Checks the order Fill cheque Hand cheque

and accounts and with amount to Banks CMS End 2
transfer buying similar to representative
power invoice
 Analysis

1.To Calculate minimum order quantity for the distributor with following sales figures:
1.Sales in last three months is
2.Cost of processing one order is : Rs. 1200/ per order
3.Cost of transportation is: Rs. 8500 for a mini truck which has a capacity to carry 1000 digicomps at one time
4.Rent of the distributor go-down per month is 14,000 and its carrying capacity is 20,000 units

Note: use the following formula

Q= √ (CR/H)
Where
•C = cost per order event (not per unit)
•R = monthly demand of the product
•H = holding cost per unit per month (H = PF)

Month 1 Month2 Month 3

5000 digicomps 5620 digicomps 4892 digicomps
 Recommendations

• Reduce Cycle Time by introducing RTGS Transfer instead of

cheque pay
•
• Follow hub and spoke model to reduce delivery cycle time
•
• Deliver digicomp and installation material in a single pack
to avoid repeat delivery work
Assignment-3

Service Matrix
 Service Process Matrix

Degree of Interaction with Action

Low
High
Degree   Service Factory Service Shop
of Low
Labor
Intensity
Tata
Mass Service Professional Sky

High
 
 Service Process Matrix

• Tata Sky Service falls in Service shop in Process Matrix,

Because it is,
• High Customer Interaction and Customization
– Interaction with customer interaction on every
• Every new purchase
• Accompanying service/Afetr sales Service
• Subscription maintannace


• Low Labor Intensity

– Capital decisions, investments in Broadacsting centres
– Technology Advances, in terms of satelite additions
– Scheduling service delivery

 Elements of Service Delivery

– Size, 2000 Service engineers



– Variation in Demands:
• 110,000-160,000 Activations per month


– Service complaints
–
– Turn-Around-Time
 Recommendations

• Re-alignment of Service Operations

– Equip retailers to do installations just after sale, This
will reduce Call centre touch points for customers
–
– Train Dealers to handle Customer complaints
–
– Empower engineers to resolve customer complaints,
ensuring 100% customer satisfaction, Like fedex
empowers delivery boys to pay upto $250 on
complaints
–