18221821 7P Service Industry Etutorials

7/30/2019 18221821 7P Service Industry Etutorials

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08/06/09Service Marketing 1

Online - Tutorial

Business

Subject: Service Marketing


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GROUP MEMBERSGROUP MEMBERS

Amit Dangi

Rahul Yadav

Rohit Dhaula

Shashank RanaNitin Kumar

Saurabh Kalia

Vivek Khanna


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Contents Introduction

History

What is online tutorial

Merits & Demerits

7 Ps

Market size

Future


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Or remembering that they are not machines


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Conditions in Mid 90s

Condition #1All the greatest speakers, coaches, authors andtrainers in the world in personal development andbusiness success lower their costs and travel by

moving to the internet

Condition #2A major breakthrough in video quality allows theirmessage to come to life and their content to beprotected

Condition #3


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The result of 3 conditions

The greatest speakers, coaches,Authors move to the internet

+Major breakthrough in video

+ Membership model perfect forstreaming content

=The E-Tutorials


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History1989 IBM started tutorial system.

1991 Microsoft internal sharing.

1995 Many tutorials launched but not

successful.1999 Online tutorials by University of Phoenix .

2001 Launched in India by NIIT.

2002 Has really grew with the World Wide Web.

2005 Has advanced tremendously.



The university of phoenix is the largesteducational institution in the world

With over 2,32,000 students!



Traditional & Online Learning

Traditional

Classrooms andschools

TeachersKnowledge

gained, given

Empty vesselmodel

Isolated learning

Online INSPIREVirtual world/

every where

FacilitatorsKnowledgeconstructed,shared

Filled with abilitymodelSituated Learning



NewOLD



Online Learning

The focus is on the content



Beauty of E-Tutorials

Easy access, convenient and costeffective.

Many students are shy

One to one teaching is always veryeffective

Avoid Adverse Weather Conditions

Balance a Job and ClassOptions when Returning to the

Workplace

Flexibilit in Com letin Assi nments



Components of online learning

environments Tutorial and assessment component(on-line modules, study guide, tests,grading tool, etc.)

Interaction component(e-mail, discussion boards, chat rooms,etc.)

Management component(registration and log-in tools, courseschedule, announcement board, etc.)

Support component(on-line library, personal pages, tracking,



Advantages of E-Tutorials

Students can send papers any time of theday, from anywhere.

Some students learn better in an anonymoussetting.

Tutors have more time to think over theirresponse.

Students can print the tutor's remarks and

study them as often as needed.Students can learn from the tutor's remarks

in a setting of their choice (at home, on thebus, etc.).



Disadvantages of E-Tutorials

Tutors have a lot of guess work to do.Students might have problems separating

the tutor's remarks from their paper

and/or applying the tutor's suggestionswhen they revise.

Some errors might be difficult to handle inan online session.

On the whole, online tutoring is better forlobal issues such as essa structure and



7Ps of E-Tutorials

Product

Price

Place

Presentation

Participation (People)

Platform (Process)

Presence (Physical Evidence)



1stP - ProductA good product speaks for itself.

Simplicity is the key.

The freedom to evolve is essential.

Can make endless combinations.

Two easiest and most effective tests for the

product are -If I were the customer will I choose it over

others?

Will you recommend it?



2ndP - PricePrice plays an important role.

"FREE" works much more.

Take a car for free and drive it for

100km is impossible offer

E-tutorials can be offered for free asdemos for limited period.

Less resource quite affordable.



3RDP - PLACE

Holds no meaning.

Freedom of place.

Access it from any where .

Needs computer and internet only.

Place means comfort to customer


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4THP - PRESENTATION

Ambiance is to regular class.

Presentation is to E-tutorials.

Industry expert or the leadingfaculty/lecturer.

Will not attract customers if its notpresented well.

The way the product is presentedplays a very


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5THP -PARTICIPATION (PEOPLE)

Use of appropriate staff and people .

Who wants to have an competitiveadvantage.

Recruited staff has haveAppropriate interpersonal skills, attitude

and aptitude .

Service knowledge to provide the servicethat consumers are paying for.

Consumers make judgments and deliverperceptions of the service based on the


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6THP - PLATFORM (PROCESS)

Interactive platform is the basis of E-tutorials.

Must be taken as the highest priority.

Injecting simplicity and removing thebarriers at platform level.

Platform equipped with viral tools andsimple to operate and understand .

The platform should be able to extract

7THP PRESENCE (PHYSICAL


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7THP - PRESENCE (PHYSICALEVIDENCE)

Online presence is very important.

Inter linking is important from searchengine point of view but from visitors

point also.

Inter-linking with colleges andcorporate.

A good mix of product + platform +participation + price call assure a

good online presence.


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E-TUTORIAL MARKET

E-learning market may grow from $27 million to $280million by 2012

World wide market - Rs 46,800 crore.

Indian market - Rs 105 crore to Rs 1,092 crore

by 2012, according to a report by brokeragefirm CLSA Asia Pacific Markets.

Indian market, despite a 4 per cent marketpenetration, shows promise because of the size

of the Indian population (100 crore) -- theabsolute internet users are over 4 crore .

(Source:


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Indias internet penetration levels arevery low and computers are very expensive

here. A hybrid model, and not a 100 percent e-learning model, would work betterhere,

K Ganesh, founder and CEO of TutorVista,


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THANK YOUTHANK YOU

18221821 7P Service Industry Etutorials

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