PRESENTED BY :- NITISH GUPTA

India is lagging behind in higher educational services as it comprises only 6-7% students as against 16% in most of the developing countries. The number of universities and students is increased from just 17 and 3.5 lakhs in 1947 to 350 and 1 crore respectively in 2007 . In 5th five year plan the % spend on higher education is 22% . Where as it reduces up to 6% in 11th five year plan(2007-2012) .

It is estimate that in 2025 ,india and china are the place which
maximum demand of higher education .

satisfy the

 Supreme Court judgment in 2002 on higher education: On 31102002 the supreme court of India delivered benchmark judgment that:

1. Higher education is a private good but not public good, and hence private institutions are a necessity; 2. Primary education is a fundamental right but not higher education; 3. Admissions be on merit or marks of the qualifying common entrance test or examination; 4. Autonomy and liberty in the management of the private institutions.

 Formal means to identify and correct gaps between desired levels and actual levels of performance Used by organizations to analyze certain processes of any division of their company

 Provider (University) gap 1: Not knowing what the student expects. Provider gap 2: Not selecting the right service designs and standards. Provider gap 3: Not delivering to service standards. Provider gap 4: Not matching performance to promises. Customer (Student) gap 5: Not knowing what the university delivers

 The first impression that the students get while interacting with the administration and professors over phone or in person during admission in to the university campus. Response of professors and staff (employees) to their failure in service delivery; to student needs and requests; to problematic students; and spontaneity in delivering memorably good or poor

INCREASE

DECREASE

NO OF UNIVERSITIES AND FACULTIES NO OF STUDENTS FALSE PROMISES

FACILITIES

LOAD IN STUDIES

STANDARDS

FINACIAL PRESSURES

Understand the need and wants of students so that they can give right service to student