 CMS, the vendor at number eight last year, has zoomed all the to the top this
year. At No. 2 is Wipro jumping up four places. Surprisingly the toppers of CSA
2003, TCS and IBM Global Services have taken a huge knock to drop to places six
and seven respectively.
HP Services at number three has been the only one to have maintained its
position. While the CIO of last year was pre-occupied with the quality of
service and technical expertise of the service personnel, this year around the
CIO’s top concerns are the engagement in the pre-contract stage and the
service offering aka quality of service.
| The
IT Services Scorecard |
| |
2003 |
2004 |
| CMS |
8 |
1 |
| Wipro |
6 |
2 |
| HP
Services |
3 |
3 |
| Tata
Infotech |
7 |
4 |
| HCL
Infosystems |
4 |
5 |
| TCS/CMC |
1 |
6 |
| IBM
Global |
2 |
7 |
| HCL
Comnet |
5 |
8 |
TCS outshone each one of its competitors in the last year’s edition of the
CSA and emerged at the top of the table for each of the parameters mapped.
Unlike last year, CSA Index 2004 for IT services reads like an entirely
different story. Out of the four main parameters studied, TCS fails to make the average industry grade in
two. This also could be due to the inflated expectation of the brand that TCS
has come to become. So it can a rerun of the IBM story for desktops. What it
means is that even a small deviation also from the expected level of performance
by TCS will lead to a disproportionately higher fall in satisfaction levels.
| IT
Services: How CIOs Rate the Service Providers |
| |
Industry |
HP
Services |
Wipro |
HCL
Infosystems |
TCS/ CMC |
IBM
Global |
HCL
Comnet |
Tata
Infotech |
CMS |
| Pre
sales and marketing |
| Proactiveness
in understanding specific requirement |
3.9 |
3.9 |
4 |
3.9 |
4 |
4 |
3.7 |
3.7 |
4 |
| Quality
of interaction |
3.9 |
3.9 |
4 |
4 |
4 |
4 |
3.8 |
4.1 |
4.1 |
| Service
providers’ understanding of requirements |
3.9 |
3.8 |
4.1 |
3.9 |
3.8 |
3.9 |
3.9 |
4 |
4 |
| Domain
knowledge |
3.8 |
3.8 |
3.9 |
3.9 |
4 |
3.8 |
3.7 |
4.1 |
4 |
| Service
offering |
| Service
capability |
4 |
4 |
4 |
4 |
4.1 |
3.8 |
4.1 |
3.8 |
4.1 |
| Reliability
of the service provided |
4 |
4 |
3.9 |
3.9 |
4 |
4 |
3.8 |
4 |
4.2 |
| Ability
to support multi location |
3.9 |
3.9 |
3.8 |
3.9 |
4 |
3.9 |
3.7 |
3.9 |
4.1 |
| Scope
of service provided |
3.9 |
3.9 |
4 |
3.8 |
4 |
4 |
3.7 |
4 |
4.1 |
| Dataquest-IDC
India: Customer Satisfaction Audit 2004 |
| The satisfaction scores are
on a five-point scale with five being the highest—very satisfied. Base:
362 |
| CMS
has consistently out performed the industry average on all the sub
parameters under the pre-sales and marketing and the service offering
heads to emerge at the top of the CSA Index 2004 for IT services |
|
Club this with the fact that other players in the arena have shown a marked
improvement in their respective performances relative to the industry average.
And, a final look at the overall CSA Index reveals the exact same picture.
Competition is as hot as can be!
| How
the Brands Fared |
| |
Industry |
CMS |
Wipro |
HP
Services |
Tata
Infotech |
HCL
Infosystem |
TCS/CMC |
IBM
Global |
HCL
Comnet |
| Pre
sales and marketing (100) |
77.6 |
80.4 |
80.4 |
77.2 |
79.5 |
78.1 |
78.2 |
78.2 |
74.9 |
| Service
offering (96) |
79.2 |
82.4 |
78.8 |
79.2 |
79.1 |
78.4 |
80.4 |
78 |
76.9 |
| Post
contract experience (89) |
78.4 |
77.4 |
78.8 |
78.2 |
77.9 |
78 |
77.4 |
77.1 |
77.9 |
| Price
& commercial (78) |
79 |
77.4 |
79.3 |
79.6 |
77 |
79.4 |
77.3 |
77 |
77.6 |
| Note:
The table indicates the overall satisfaction scores of the service
providers on the listed parameters. Base: 362 |
| The
parameters have been ranked according to the order of importance and the
red numbers in the brackets indicate relative importance. |
| The
figures in blue are for the service providers with the highest
satisfaction scores for that particular parameter. |
|
| 
Special Issues 
