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CUSTOMER RESPONSIVENESS AWARDS 2010
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GUIDELINES FOR COMPLETING THE SURVEY QUESTIONNAIRE
  • The goal of this survey is to study practices in customer responsiveness and how customer responsiveness helps in sustaining a competitive advantage.
  • This questionnaire is designed to obtain a better understanding of factors that impact the organizational customer responsiveness capability. It is divided into the following sections:
    • Evaluation of the organization across the following parameters of customer responsiveness:
      • Responsiveness
      • Intelligence generation
      • Intelligence dissemination
      • Customer education
      • Top management emphasis
      • Innovation
      • Learning
      • Technology enabling Customer Responsiveness
    • Overall assessment of the organization’s customer responsiveness across various measures of customer responsiveness
  • Please answer all questions and responses once submitted will be considered final, accurate and best to the knowledge of the respondent
  • Please note that your responses to the questions in this survey are confidential. Your candid responses are highly appreciated.
  • This survey is open till 28th February, 2010
  • Incase you are downloading the survey instead of participating online, the filled out forms should be sent to Vinod Kumar Yadav, The Nielsen Company, 2nd Floor, 1 Jai Singh Road, Delhi 110001.
  • Please read the below given rules and regulations for participation in the Awards. If you have any questions about the survey, send an email at crawards@avayaglobalconnect.com.
RULES AND REGULATIONS
  1. Definitions
    • Awards - The Economic Times presents Avaya GlobalConnect Customer Responsiveness Awards, 2010.
    • Avaya GlobalConnect - Avaya GlobalConnect Limited, the Owners and Initiators of the Awards.
    • ET - The Economic Times, the Presenter.
    • E&Y - Ernst & Young Private Limited, the process advisors to the Awards.
    • Vertical - Industry verticals as defined in these rules. There will be one or more awards per vertical.
    • Participant - Any organization that sends in an application to participate in the Awards/survey.
    • Nominee - Upon 5 participants shortlisted from each vertical
    • Awards management - Persons from ET and Avaya GlobalConnect who are responsible for the conduct of the Awards.
    • Peer Group - Panel of 3 - 5 members for each award category to be chosen from ETIG, industry bodies or GMs and above working in entities in the same sector, or as defined.
  2. Participation
    • All Indian organizations are permitted to participate in the Awards i.e., organizations with a registered address and who conduct business/have operations in India.
    • Participants need to complete the participation questionnaire based on their Indian operations, in the event they have operations both in and outside India.
    • Participants need to have commenced operations at least 6 months prior to January 1, 2010, else they will be disqualified from participation.
  3. Receipt of entries
    • Incomplete survey in any manner will disqualify an organization from participating in the Awards.
    • Participants need to provide the required number of customer names and contact details (as mentioned in the section titled 'Customer poll') at the time of participation, else entries may be considered invalid. It is requested that additional customer details be provided to ensure against inability to contact the customers. This database should be mailed across at the id vinod.yadav.consultant@nielsen.com
  4. Incorrect information
    • Information received will be treated as confidential and not used for any purpose except for determining the winner of the Awards.
    • If at any time, any information provided by any participant is found to be incorrect in any manner, then the participant will not be permitted to continue participation in the Awards.
    • If after the conclusion of the Award ceremony, any information provided by any participant is found to be incorrect in any manner, then the participant will be liable to return the Award provided to the participant under this Award, if any.
    • Determination of whether information is incorrect or not, rests with Awards management.
    • Awards management have the right to ask for proof of information provided/audit the information provided in the entry form. If such a request is made and the participant does not agree, the participant could be disqualified from participation at the Awards.
    • Large differences noted between self evaluation and peer group and/or customer evaluation may result in scoring penalties.
  5. Peer group evaluation
    • All entries received will be subject to a peer group evaluation.
    • Management is not responsible if the peer group members identified do not participate or do not agree to the conduct of the survey, or are not contactable.
    • The results of the peer group evaluation will be confidential and used for Awards purposes only.
    • In the event of it not being possible to conduct a survey of peers, Management may, at its discretion, continue in such other manner as deemed fit.
  6. Shortlist upto 5 nominees for each vertical
    • Upto 5 nominees will be shortlisted from each vertical.
    • The decision of the above shortlisting is binding and final on all participants.
    • In the event no entries in a vertical are found to be worthy of inclusion in the Awards, the vertical will be cancelled.
  7. Customer poll
    • Each participant (B2C) will be required to provide a list of 50 consumers of their products/services (B2B service providers will be required to provide 20 customer names).
    • The Nielsen Company will contact these customers and perform a questionnaire-based survey of these customers.
    • Awards management will make their best effort to contact the customer names provided, but is not responsible if the customers do not participate or agree to conduct the poll, or are not contactable.
    • The results of the survey will be confidential and will not be disseminated to anyone.
    • In the event it is not possible to conduct a poll of customers, Awards management may, at its discretion, disqualify participation, or continue in such other manner as deemed fit.
  8. Public poll
    • A public poll will be conducted with names of all B2C nominees appearing in The Economic Times and, if required, other newspapers or media.
    • Results of the poll will be tabulated by The Nielsen Company and provided to Awards management.
  9. Industry verticals
    • Determination of the industry vertical to which a participant belongs, is at the discretion of Awards management.
    • Industry verticals are subject to change, based on level of participation.
    • Vertical Definition - Industry Verticals are defined as follows
    B2B Verticals
    • Manufacturing - Manufacturers of textile, chemical, plastic, metal or other products
    • IT (Hardware & Software)
      • IT - Hardware Manufacturers of IT hardware products in India. Does not include pure importers, dealers and AMC companies.
      • IT - Software Organizations involved in the development, implementation or review of software solutions in India
    • BPO - ITES/BPO/KPO/LPO Companies providing voice and data solutions to customers.
    B2C Verticals
    • Telecom - Telecom Landline, WLL and cellular operators operating in India.
    • Banking & Financial Services - Banking Organizations operating as retail and wholesale banks, excluding stand-alone NBFCs (i.e., NBFCs not affiliated to banks), forex traders, credit card companies and debt and securities traders.
    • Insurance - Insurance Organizations providing life and/or general insurance.
    • Travel & Tourism - Travel & Tourism pertain to sea cruise companies, outstation railway services, outstation bus services, airlines excluding cargo operations, hotels, hospitality
    • Hotels - Hotels & Hospitality Hotel chains with at least two properties in India having a 5-star rating or above. Does not include restaurant chains, home delivery services, spas, wellness and healthcare organizations.
    • Healthcare & Pharma - Healthcare & Pharma Organizations operating as hospitals, nursing homes, diagnostic laboratories, pharmacies, gymnasium, spa centres, fitness clubs and medical device manufacturers.
    • Consumer durables, FMCG & Retail cos -
      • FMCG Manufacturers of consumer goods which get replaced within a year. This would include toiletries, soaps, cosmetics, dental hygiene products, shaving products, detergents etc. as well as other on-durables such as glassware, bulbs, batteries, paper products, plastic goods etc.
      • Consumer Durables Manufacturers of all consumer durables sold in India, except as covered in the IT hardware category
  10. Determine winners
    • The results of the participation questionnaire, peer group evaluation, public poll and customer poll will be presented to an independent jury for determination of winners.
    • Jury?s decision is final and binding on all participants.
    • Participants understand and agree that mere participation in the Awards does not entitle participants to win a prize.
    • The jury may decide, in order to maintain the high standards of these Awards, that there could be no winner in a particular vertical.
    • The results of the public poll, peer group evaluation, customer poll and jury scores are subject to the application of weights.
  11. General
    • Decision of Awards management on all matters is final and binding on all participants and no correspondence will be entertained on the same.
    • Nominees and winners permit free of cost the use of their name and factual information about their participation and Customer Responsiveness initiatives in the public media (for the build-up to the Awards, customer and public polls, during the Awards ceremony etc.) and do not have any right to any revenues earned through intellectual property rights generated by the Awards, if any.
    • Avaya GlobalConnect, ET, E&Y and The Nielsen Company will not be liable for any claims/disputes made by the participants in relation to the Awards.
  12. Timelines
    • It is proposed to follow the following timelines:
      • Date of opening for participation - January 18, 2010 ,
      • Last date for receiving entries - February 28, 2010
    • Efforts will be made to follow the above timelines. However, in the event of circumstances beyond the control of Awards management, these timelines may need to be altered.
    • Awards management cannot and shall not be held accountable/liable for any disruptions/stoppages/ interruptions or cancellation of the Awards or its ceremony on account of any factors beyond its control.
  13. These rules
    • Awards management reserves the right to withdraw or amend the terms of the Awards at any time, with retrospective effect, and does not take the responsibility for any loss or damage that any person/ organization/participant may suffer as a result of the Awards being withdrawn or its terms amended.
    • Participation in the Awards will be construed as an acceptance of the rules and regulations stated herein.
    • The completion of this survey by the participants would be considered as their acceptance of these terms and conditions.
    • The Company cannot and shall not be accountable/liable for any disruptions/stoppages/interruptions or cancellation of the Awards. The Company and its contractors cannot be held responsible for matters out of its control and for force majeure reasons.
    • Additions, deletions and/or modifications to these rules and regulations are at the discretion of the Company and the Company may make such additions/deletions and/or modifications, at any time before the Awards.
    • All disputes relating to or arising out of the Awards shall be subject to the laws of India, and shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction at Mumbai or New Delhi.
    • The Participants agree that they shall hold harmless the Company, its employees, officers, contractors or other persons and shall defend them against any loss, claim, demands, costs, damages, judgments, expense or liability arising out of or in connection with any or all claims whether or not groundless, that may be brought against the Company by any third party in connection with participation in or winning the Award
Thank You.

AGC Networks Limited, Equinox Business Park, Tower 1 (Peninsula Techno Park), Off. Bandra Kurla Complex, LBS Marg, Kurla West, Mumbai - 400070, India.
Email :Neelam.Kapoor@essar.com