We believe in Customer Delight when we serve any of our customers.

By Customer Delight we aim to provide efficient services at all times by putting proper processes and resources in place and providing better Response Time (RT) and Down Time (DT) above industry standards to ensure that we exceed customer expectations thereby achieving Customer Delight.

Customer Delight
“Customer Delight” means treating the customers as THEY would like to be treated and not as you would like to be treated.

Rationale:
Every customer has his own high expectations as the customer is the King in a world filled with plenty of choices and intense competition. As the supplier of goods and services, our field personnel must first understand our organizational goals, values, systems, procedures and more importantly the product and services and what is expected of each employee when he goes out to meet a customer. Customer’s satisfaction derives out of the performance of the product and quality of services provided within a reasonable time frame. So the personnel concerned should be in a position to provide exceptional service for which he should be fully equipped. In order to provide efficient services and reduce Response time (RT) and Down Time (DT) we must have adequate and properly qualified resources at our command. When we have the right tools and resources and the right “attitude” which is in tune with the organizational philosophy then the staff will be able to provide services in a manner which exceeds the customer satisfaction levels resulting in customer delight.

Training:
To have a system in place to provide need based periodic training to service personnel to regularly hone their skills and update knowledge. Technical Services to ensure that all service personnel are in a position to service all equipments and they understand the software, hardware and maintenance operations and Reagent utilization and the complete process associated with testing of Reagents. Training schedule needs to be finalized by 10th March 2009.