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Seva Management Information System for Crm Implementation in Ttd IRJC International Journal of Social Science & Interdisciplinary Research Vol.1 Issue 8, August 2012, ISSN 2277 3630 SEVA MANAGEMENT INFORMATION SYSTEM FOR CRM IMPLEMENTATION IN TTD PROF.K V S N JAWAHAR BABU* *Principal, KMM Colleges, Ramireddipalle, Tirupati. AP, India. ABSTRACT The temple of Sri Venkateswara has acquired unique sanctity in Indian religious lore. The Sastras, Puranas, Sthala Mahatyams and Alwar hymns unequivocally declare that, in the Kali Yuga, one can attain mukti (salvation) only by worshipping Venkata Nayaka or Sri Venkateswara. In this paper an attempt for CRM implementation in TTD through Seva Mangemement Information System. TTD provides a wide range of facilities to make pilgrimage a unique spiritual experience. The target groups for Tirumala Tirupati Devasthanams to provide facilities are devotees and donors. Unless their views and perceptions are obtained and analysed it is not possible to draw inferences about the facilities provided to them. In this direction, on the basis of the data obtained through the survey the satisfaction levels on facilities are presented. Seventy eight percent of devotees were satisfied with Darshanam facilities (Queue System, packaged food, toilets, cloak rooms, medical aid and overall management) provided inside the Vaikuntam Queue Complex (VQC), while waiting for Darshan. In spite of TTD efforts in streamlining the queue system, 26 percent of respondents had to wait for more than 4 Hours inside the Queue Complex for getting Darshanam. It is suggested to make efforts to reduce darshanam time to save the save the time of the pilgrims, which could inturn solve accommodation and facilities problems to significant extent. ______________________________________________________________________________ I. INTRODUCTION The name Tirupati, meaning the „the Lord of Lakshmi‟ should have been appropriately applied to the village on the Venkatachala Hill, the abode of the Lord. However, it has been popularly assigned to the Municipal town at the foot of the Hill, while the village around the Hill near His temple is called Tirumala (the Sacred Hill). The temple of Sri Venkateswara has acquired unique sanctity in Indian religious lore. The Sastras, Puranas, Sthala Mahatyams and Alwar hymns unequivocally declare that, in the Kali Yuga, one can attain mukti, only by worshipping Venkata Nayaka or Sri Venkateswara. The benefits acquired by a piligrimage to Venkatachala are mentioned in the Rig Veda and Asthadasa Puranas. In these epics, Sri Venkateswara is described as the great bestower of boons. There are several legends associated with the manifestation of the Lord at Tirumala. The temple has its origins in Vaishnavism, an ancient sect which advocates the principles of equality and love, and prohibits animal sacrifice. The sanctum sanctorum which houses the awe-inspiring idol of the Lord of the Seven Hills is situated in the main temple www.indianresearchjournals.com 172 IRJC International Journal of Social Science & Interdisciplinary Research Vol.1 Issue 8, August 2012, ISSN 2277 3630 complex of Tirumala. There are several legends associated with the manifestation of the Lord in Tirumala. The target group for Tirumala Tirupati Devasthanams to provide facilities is devotees and donors. Unless their views and perceptions are obtained and analysed it is not possible to draw inferences about the facilities provided to them. In this direction, on the basis of the data obtained through the survey the satisfaction levels on facilities are presented. A comparison of donors with the devotees reveals that while ninety percent of the devotees are satisfied with the facilities, a relatively lower percentage among donors was satisfied. This could be because the donors expect better facilities and treatment from the TTD. Also the study brings out that there was hardly any communication with donors on the utilization of funds. This could have also resulted in some dissatisfaction. Having analysed the overall satisfaction levels, to have more insight about each facility like accommodation, darshan, prasadam, sevas, grievance redressal and other facilities are analyzed. In this paper an attempt for CRM implementation in TTD through Seva Mangemement Information System. TTD provides a wide range of facilities to make pilgrimage a unique spiritual experience. Special facilities are being provided by TTD to meet the requirements of pilgrims expected to visit Tirumala during summer, Brahmostavas, New Year and on other festival days. Darshanams The entrance for darshan is through the Vaikuntam Queue Complex. The complex is a series of inter-connected halls that leads to the main temple. An efficient queue system ensures that pilgrims move in an orderly fashion through the Queue Complex, towards the main temple. The halls in the Queue Complex are clean, spacious and airy. TTD provides a wide range of facilities in the Queue Complex like food, soft drinks, milk, toilets, Medical facilities, sale of TTD publications. In addition facilities for depositing footwear and Cloak rooms are also provided at free of cost. There are officers to look after the facilities in the Vaikuntam Queue Complex to regulate the queues and attend to complaints. Sarvadarsanam means 'darshan for all'. The timings for Sarvadarsanam are different on different days of the week. On normal days, about 18 hours are allotted for Sarvadarsanam and on peak days, it is open for 20 hours. Around 50,000 pilgrims visit the main temple every day. Special Darshan The entrance for Special Darshan is through the PPC (Queue Complex). The queue merges with the Sarvadarsanam queue at Bangaruvakili. Pilgrims who use this queue will have a shorter waiting time. Special darshan, is charged at Rs.50/- per head. The darshan timings are the same as that for Sarvadarsanam. Sudarsanam Token System was introduced to minimise the waiting time for Sarvadarsanam, Special Darshan and other paid darshan/sevass with the features of the time of darshan is indicated on the tokens. Pilgrims can enter the Vaikuntam Queue Complex at Tirumala at the time indicated on the tokens, they can have darshan within two hours of entering the Queue Complex., As this system saves on waiting time, it provides pilgrims with enough time to visit temples in the vicinity like Sri Govindarajaswami Temple and Kapila Teertham at Tirupati, Sri Padmavathi Ammavari Temple at Tiruchanur and Sri Kalyana www.indianresearchjournals.com Venkateswara Swami Temple at Srinivasa Mangapuram. To help TTD keep a track of the 173 IRJC International Journal of Social Science & Interdisciplinary Research Vol.1 Issue 8, August 2012, ISSN 2277 3630 number of pilgrims and ensure their smooth flow, one token is issued per head. Collective tokens for groups are not issued. The tokens are available free of cost at the First Choultry (opposite the Tirupati Railway Station), Second Choultry (behind the Railway Station), Alipiri Bus Stand, Tirupati, Vaikuntam Queue Complex, Pilgrim Amenities Centre (Near CRO) and near the Rambagicha Guest House in Tirumala. Special Darshan for the Physically Disabled and the Aged This special darshan is arranged for the physically disabled and the aged through a separate gate at the Maha Dwaram,the main temple entrance. If necessary, such pilgrims can be accompanied by an attendant. II. METHODOLOGY A) OBJECTIVES OF THE STUDY The overall objective of the research was to capture devotees‟ perception, preferences and satisfaction with various services and facilities provided by TTD. More specifically the research will look into the following aspects: 1. To measure satisfaction with respect to Seva-Darshanam facilities provided by the TTD Management. 2. To design information systems capable of providing the Seva-Darshanam facilities in a more efficient manner for the purpose of planning and managing the information systems (IS) / Information Technology environment. B) SAMPLING DESIGN Spread of sample, selection procedure are far more important than size of the sample. Hence this criterion is adopted for selection of sample. A multi stage stratified sampling method was adopted for the research study. This design has ensured adequate spread of sample and proper representation of the universe. C) TOTAL SAMPLE SIZE In order to elicit the views of the devotees a sample of 3000 was arrived upon after consultation with TTD officials. The next step was to distribute the sample of 3000 devotees into the following three stratas: Devotees at Tirupati / Tirumala; Devotees at other temples across the country (who are aware of Tirupati) and Donors to various schemes of TTD (Rs 5 lakh & above). A detailed sampling plan and distribution was worked to capture the perceptions and experience of the above categories of respondents. D) DATA COLLECTION Data relating to devotees perception was collected through three Questionnaires-a)Questionnaire for devotees at Tirupati/ Tirumala b) Questionnaire for devotees at other major temples across country, who were aware about Tirupati / Tirumala and c) Questionnaire for donors who had www.indianresearchjournals.com donated to various schemes of TTD. Data relating secondary sources is gathered through 174 IRJC International Journal of Social Science & Interdisciplinary Research Vol.1 Issue 8, August 2012, ISSN 2277 3630 discussions with TTD Officials and other employees. The study is basically a survey based research, which was done in four stages viz., Desk Research, In depth Interviews, Pilot Study and finally the Field work. III.DATA ANALYSIS Over the years TTD
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