MANAGEMENT INFORMATION SYSTEM – TCS PAKISTAN

1. Introduction (Today’s Market Scenario)

1.1. The amount of competition faced by organizations today is more intensive than it was ever before. With the ever-expanding number of organizations and products, customers have a wide array of choices available. As a consequence the manufacturers and service providers now have to view their products and services from the customers’ point of view not only to maintain a high quality but also to incorporate the customer-defined improvements whenever needed. In order to remain in business for long term and ensure their survival they have to incorporate techniques that would force the customer to choose them from the rest.

1.2. The change in paradigms has forced many organizations to redefine their mission and strategies. Earlier the focus was merely on price and quality but now because of intensive competition, organizations have to come up with unique strategies that would give them competitive edge in the eyes of the customer, so that he prefers them in the long run.

1.3. Nowadays organizations are gaining advantage through ‘quick response,’ an aspect that is continuously in focus in developed countries. Quick Response mainly came into being from the manufacturing point of view i.e. in order to determine the time of replenishment in the supply chain etc. Hence quick response in the beginning was used for the betterment of the manufacturing industry. But with the rise in service organizations, quick response has become equally imperative.

1.4. Customers’ judge services by focusing on service quality dimensions, which are reliability, assurance, empathy, responsiveness and tangibles. All these dimensions are important to cater to in order to get good leverage from customers. Quick response covers all these dimensions in one way or the other depending on the