Gaps of Service Quality in Bangladesh Leather Service Center

ON

Gaps of service quality in Bangladesh Leather Service Center (BLSC)

SUBMITTED TO

Dr.Zakir Hossain Bhuiyan

Professor

Department of Marketing

University of Dhaka

SUBMITTED BY

Md. Amirul Islam

ID # 40916009

16h BATCH

EMBA PROGRAM

DEPARTMENT OF MARKETING

UNIVERSITY OF DHAKA

DATE OF SUBMISSION

28th December, 2010

Date : December 28, 2010

To : Dr. Zakir Hossain Bhuyia

Professor

EMBA program

Department of marketing

University of Dhaka

Sir,

Sub : Letter of Transmittal

This is to state that after a hard work, I am going to submit my term paper on "Gaps of service quality in Bangladesh Leather Service Center (BLSC)". I have tried my best despite the time constraint. I was a employee of this BLSC and from that experience I have tried to identified the service gaps and try to prescribe the remedy in this term paper.

I have enjoyed working on this report. Especially the given class lecture on the subject helped a lot and made the work easier. After analyzing in the relevant field, I am submitting this report for your kind consideration and thanking you for your constant assistance and guidance. We will be available for any clarification of this report, whenever necessary.

I hope and pray that you would be kind enough to appreciate my hard work. I am very grateful to you because of assigning me this term paper.

Thanking You,

..................................

Md. Amirul Islam

ID # 40916009

Background

The bottom line objective of BLSC project was to gear up the overall export of Bangladesh leather sector. It was funded by Italian government through ITC-Geneva and being jointly implemented by ITC-Geneva, Leather Sector Business Promotion Council, LSBPC & Bangladesh College of Leather & Engineering Technology, BCLET.

Components of BLSC:

BLSC was conceptualized in compliance with the request of the Ministry of Commerce and the Stakeholders of the leather sector back in 2004. In order to formalize the operational matter, a MoU between LSBPC & BCLET was signed in September 2005. This Trade Related Technical Assistance (TRTA) Project was launched in March 2006 for three years and its components are-

BLSC has been planned to set benchmarks for the whole leather sector industries especially for export of footwear & leather goods with respect to all possible areas of quality aspects, technical operation, Compliance with international requirements in leather trade.

Accomplishment till date:

* BLSC has duly completed the required activities to develop an accredited laboratory (Chemical and Mechanical) in the premises of BCLET.

* The lab of BCLET has been accredited by National Accreditation Board of Laboratories, NABL-India, a member of the International Laboratory Accreditation Cooperation, ILAC to comply with the requirements of ISO/IEC 17025:2005.

Benefits of Accreditation for industry

* The accreditation permits the BCLET laboratories to be internationally recognized under ILAC arrangement and is, therefore, eligible to issue certificate locally.

* The enterprises would be eligible to comply with the technical regulation and standard of international buyers.

* Save time and money of the enterprises in certification.

* Overall export of leather sector would, therefore, be logically geared up.

List of provided services (Chemical and Mechanical Tests) in BLSC/BCLET:

CHEMICAL TESTS

SL Name of The Tests Machine

1 Determination of Percentage of Chromic Oxide of Leather Volumetric Analysis

2 Determination of pH Value of leather pH Meter

3 Determination of Moisture Content of leather Moistures Meter

4 Determination of Fat Content of leather Fat Extractor

5 Determination of Lead Content of leather/pigment Atomic Absorption Spectrophotometer (AAS)

6 Determination of Total Chromium of leather/pigment Atomic Absorption Spectrophotometer (AAS)

7 Determination of Biochemical Oxygen Demand (BOD) in tannery waste liquor BOD Incubator

8 Determination of Chemical Oxygen Demand (COD) in tannery waste liquor COD Analyzer

9 Determination of Perspiration Resistance of Upper Leather Perspirometer

10 Determination of Color Fastness to Circular Rubbing of Upper Leather Rub fastness