Business Process Reengineering and Customer Satisfaction with reference to Indian Telecommunication sector

Intention of the study was to quantitatively analyze the factors based on which telecom service providers can formulate strategy to satisfy customers to get an edge over the competitors. And we will see how Business Process Management and Re-engineering might play the role of a weapon to Indian Telco service providers. The elements of the business processes of the Telecom domain, which affect customer satisfaction level and how BPR can impact the level of customer satisfaction in the telecom sector in India was investigated in this study. Mainly three categories of research findings have been deduced from the study. The first category dealing with the customer’s perception on different areas of Indian Telecom processes exposed the need for a fast cycle capability and competitiveness of the Telco system. The second category analyzes customer’s satisfaction with the existing service facilities of Indian Telco services and shows an average figure of their present satisfaction level. The third category describes customer’s perception on Indian telecom service providers for enhancement of the level of satisfaction revealing a strong need for strategic planning and implementation of IT-enabled reengineered business process. The findings will be useful to increase customer value, customer satisfaction and retention and can guide the strategic business planners to introduce better, innovative and customized products to the consumers.