Relevance & Application of Six Sigma in Services Sector

- by Aniket Raj Agarwal & Nikhil K. Jainender *

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As far as India’s services competitiveness is concerned, it confronts a potential shortage of skilled workers in the next decade or so, particularly in the BPO industry. Currently, only about 25% of technical graduates and 10-15% of general college graduates are suitable for employment in the offshore IT and BPO industries respectively.

How satisfied are you with your Mobile service?

Sample Base: 4,524

Both Tata Indicom and Bharti Airtel have similar satisfaction level but the overall topper is Tata Indicom. Only two operators are marginally above the TRAI Benchmark, which is around 90%.

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* Contributed by: -
Aniket Raj Agarwal & Nikhil K. Jainender,
Symbiosis Institute of International Business, Pune.

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