Delivering Quality Service: A Customer-centric Approach *. Sanjay Degloorkar Assistant Librarian Indian Institute of Management, Lucknow. About the Institute.
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Delivering Quality Service: A Customer-centric Approach*
Indian Institute of Management,
About the Institute
The Indian Institute of Management, Lucknow is one of the six national level management institutes set up the Government of India. The institute’s mission is “to help improve the management of the corporate and the non-corporate sectors and also the public systems, through pursuit of excellence in management education, research, consultancy and training”.
Library – The Learning Resource Center
"to promote knowledge generation and application through its effective dissemination".
Stakeholders of the Library
Information about the books added to the library during a month.
Information about the content pages of the journals received by the library during a week.
At IIM-Lucknow Library, we have developed a user profile database based on the requirements of the internal and external customers needs and requirements, the particular department, they are teaching etc. Over the years, the library personnel so trained that they are able to judge that as a customer enters the library, they are able to judge what information he will looking for.
At IIM, Lucknow Library we are always thinking and developing to retain customers relationship. Customer retention is our main motto. If a customer leaves us, we think ten times and analyze, why he has left us? And that brings the further improvement and modifications in those lacuna areas.