Week 3, Experience 1 by Kevin: A clinical performance at Ratanjee 2009! (July 11, 2009)
Background
The Ratanjee Tournament is the annual sports tournament at XLRI School of Business and Human Resources - between the seniors and the juniors. Seniors have traditionally held the upper hand and have historically won this tournament most of the times, since its inception. Being a senior and the chess captain, myself, I always find myself - shouting myself hoarse in support of my fellow seniors at Ratanjee matches. 2 am on the 11th of July, 2009 saw a truly great match of table tennis...
Prior Expectations
This particular match was played between Srinath Sridharan (the SportsCom secretary and #1 seed in the Senior TT team) and a member of the Junior TT team. Being a senior, I expected and hoped that Srinath would win comfortably. Here, Srinath, his opponent and the organizing committee, SportsCom were the service providers. Also, here the (usually) highly vocal audience (comprising the seniors and juniors in attendance) was the customers.
Actual Experience
Srinath won the first 7 points of the first set and from that blitzkrieg start, was in control throughout the match. At one point, the lopsided score-line read 17 - 6 in the first set in Srinath’s favour. The juniors who were present in big numbers at the venue, the Fr. Enright’s Men’s Residence ground floor mess were silenced. There was only one stage of the match when the junior appeared like he was actually competing. That was in the 2 warm-up points played between the opponents before the start of the game. During these points, Srinath was content to merely return his opponents shots to get used to the pace of the TT table and his opponent.
The first set went to Srinath 21 – 11. The second set ran along similar lines. The juniors already down 2 – 5 to the seniors in Ratanjee on day 1, started steeling themselves for yet another defeat. The match ended soon after 21 – 11, 21 – 12 in Srinath’s favour. Srinath hit a record 20 smashes by the end of the match! Wins by the TT doubles team and another of our players in the reverse singles sealed the tie in our favour.
Service Trinity Model
| Core Service |
| · Strong individual performance and sportsmanship by the players · Good sporting ambience by the organizers |
| Funding Mechanism |
| · Customer does (by coming to the venue to view the match) · Company saves on operations (SportsCom ensures both opponents are chosen from our Senior and Junior batches respectively themselves) |
| Customer Management System |
| · SportsCom was extremely well-organized and also controlled the more rowdy audience members well |
| Employee Management System |
| · SportsCom members get the box seats i.e. best positions to view any sporting event in XLRI · They also have the power to referee games; the players themselves earn the respect of the batch |
SERVQUAL ratings
| Dimension | Rating (out of 5) | Remarks |
| Tangibles | 4 | Well-kept venue and good lighting |
| Reliability | 5 | The entire communication and organization by SportsCom was very reliable and professional |
| Responsiveness | 5 | The players responded well to the large crowd and put in their best show |
| Assurance | 4 | Both juniors and seniors were assured of the best efforts of their representative |
| Empathy | 5 | Srinath (and his opponent!) showed empathy to us and the lateness of the time by having a quick match without unnecessary breaks or waste of time |
N.B.: (1 = very poor, 5 = very good)
Conclusion
All in all, I really enjoyed the match and strangely, I cannot really think of any improvement. If anything, we should have more of the same – really high quality sporting events! J
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