MEASURING EXCELLENCE INDEX IN AICTE APPROVED NON-GOVT. MANAGEMENT INSTITUTES - A CASE STUDY OF ODISHA

Abstract

This research tries to throw lights on the customer satisfaction value with the help of a technique called “Measuring Excellence Index” using a hierarchical construct Model. Strategic TQM is conceptualized as an endogenously determined function of the organisation’s ability to harness or orchestrate lower order capabilities that comprise physical assets such as IT infrastructure, Organizational Capabilities like Human analytics & business architecture. The result of the research helps to find the right metrics to measure the Customer Satisfaction, Comparative Analysis between different Institutes, measuring Competitive Index & at last understanding the Customer Satisfaction Index. Research also tries to find that TQM initiatives jointly emphasizing customer intimacy & cost reduction outperform those who are taking a less balanced approach. Overall this research helps to elaborate how a superior TQM system helps to measure the business health & satisfaction level of the students for the AICTE Approved Non-Govt. Management Institutes situated in the Eastern states of India. It is common knowledge that an unsatisfied & unhappy student will tell more people about his unfortunate experience than a satisfied student. It is also seen that only a fraction of unhappy student complain while others simply bad mouth. Hence getting feedback from the student is essential for the Institutes to ascertain how his product & services are rated in the market & what ways they can make some improvement in the services. This will play key role in determining the success of a product or service in its market.