JUSCO Sahyog Kendra was an initiative to increase customer satisfaction and improve customer service by introducing a single point of contact, creating zones, setting standards for service delivery, managing the complaint-registration process effectively, and capturing customer perception and benchmarking service levels.




Jamshedpur is spread over an area 64 sq. km, and has a population of 0.7 million. The erstwhile Town and Power Business divisions of Tata Steel had been responsible for its development, and for providing civic and allied services, for over around for nine decades. In 2003, Tata Steel took the path-breaking initiative of corporatizing municipal services and creating a unique organization called Jamshedpur Utilities and Services Company Limited (JUSCO). JUSCO was incorporated as a wholly-owned subsidiary of Tata Steel on August 25, 2003. The major challenge it faced in terms of customer relations was that the complaint-management redressal system was ineffective because it was manual, decentralize and had no specific service delivery standards, and it was not possible to collate data for managerial decision making.
JUSCO Sahyog Kendra was an initiative towards customer satisfaction to improve customer service. The objectives behind this initiative were to provide real-time data for decision making, provide analytical support for solving issues, identify areas of improvement, and create a transparent and effective interface with customers.
The Sahyog Kendra laid out explicit service-delivery standards which are time-bound, relevant, accurate, measurable and specific. A survey was conducted to find the service level expectation against each of the services. Based on the findings and capability of the service-delivery mechanism, service level guarantees are agreed. Customers now have a single-point contact. JUSCO also went through an exercise of job prioritization, third party assessment of customer perception, and benchmarking of service levels.
The MIS provides a summary of complaints and action taken. The vendor payment process is facilitated by this report. It calculates the delay in number of days for each sub-zone / department in a given period, and compliance to service level guarantees are monitored.

For further details, contact:

Mr. Sanjiv Paul
Managing Director, JUSCO
Sakchi Boulevard Road
Northern Town, Bistupur
Jamshedpur, Jharkhand, 831001
Phone: 06572431914
Fax: 06572424219
Email: sanjivpaul@tatasteel.com