Driving Competitive Advantage through Service Excellence:  Building a Strong Differentiator for India Inc.

A Multi-City Workshop (Delhi, Chennai, and Mumbai) with Dr. A. Parasuraman

Delhi – July 19 | Chennai – July 20 | Mumbai – July 21

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In today’s Uberised economy, with increasing integration of service and technology, service engineering has thrown open many possibilities in service excellence. We at IMT believe, this is a moment for India Inc. to achieve competitive advantage through service excellence and build a strong differentiator. This is more so since India enjoys a tremendous advantage on account of its intrinsic potential in both services and technology.

IMT Ghaziabad (IMTG), one of the very few AACSB accredited premier B-Schools of India aspires to make service excellence a critical component of its learning pedagogy and be a part of India growth story where competitive advantage through service excellence can see a multiplier effect on India’s GDP. The ‘Make in India’ momentum too can get a fillip with a strong differentiator built through such technology led service excellence. With this vision, IMTG has invited the Guru of Service Engineering, Dr. A. Parasuraman to share the global best practices to make service excellence core to our pedagogy.

IMTG is organizing a three-city lecture / workshop in New Delhi, Chennai, and Mumbai from July 19-21, 2017. IMTG, in its quest to transform into a center of experiential learning for service engineering, will unveil a series of programs, with input from Dr. Parasuraman, to enable corporates discover / implement Service Excellence led differentiator to win in the market place. The pedagogical philosophy of IMTG entails the concept of ‘doing leads to knowing’ maintaining both business relevance and academic elegance, introducing cutting-edge labs in Analytics, Finance, Media, and Real Time Contextual Marketing.

About Dr. A. Parasuraman (Parsu)
Dr. A. Parasuraman is an influential figure in the field of services marketing, widely known for his work on SERVQUAL, E-S-QUAL, and the Technology Readiness Index (TRI). He is, at present, James W. McLamore Chair in Marketing, Professor, and Department Chair at the University of Miami, Florida, USA. Amongst the endless lists of felicitations, awards and accolades, Dr. Parasuraman was also inducted as a Fellow of the American Marketing Association (AMA), has been recognized by the AMA in 2016, for “lifetime achievement and contributions to the field of marketing,” with the naming of one of the workspaces in AMA’s new Global Support Center in Chicago as “Parasuraman’s Grateful Room”. Dr. Parasuraman has published over 130 articles in journals such as the Journal of Marketing, Journal of Marketing Research, Journal of Retailing, and Sloan Management Review.  He has co-authored several books including Marketing Research, a college textbook, and three business books written for practitioners: Delivering Quality Service: Balancing Customer Perceptions and Expectations, Marketing Services: Competing Through Quality, and Techno-Ready Marketing: How and Why Your Customers Adopt Technology. He is an active consultant and has conducted dozens of executive seminars on service quality, customer satisfaction and the role of technology in service delivery in many countries.

About the Workshop / industry interaction at Delhi, Chennai, and Mumbai on July 19-21, 2017:
IMT-G intends to offer a platform to select industry champions of about 60-70 CXOs from various industry (including many of its senior alumni) to interact with Dr. Parasuraman on how to derive competitive advantage through service excellence. The workshop is expected to leave the participants with several service excellence ideas to drive strong differentiator for their business. A few partner companies from the industry will have an opportunity to work with IMTG and share Prof Parasuraman’s perspectives on specific service excellence areas to build India specific cases and contribute to the body of knowledge. READ MORE

City: New Delhi
Date: July 19, 2017 (5.30-8 pm)
Venue: India International Centre, Lodhi Road

City: Chennai
Date: July 20, 2017 (5.30-7.15 pm)
Venue: E-Hotel, Express Avenue Mall.
This is being jointly hosted with Madras Management Association

City: Mumbai
Date: July 21, 2017 (6-9 pm)
Venue: Sahara Star
This is being jointly hosted with The Advertising Club, Mumbai

If you require any further information, please email to   sdass@imt.edu or call us on  +919956431836

City: New Delhi
Date: July 19, 2017 (5.30-8 pm)
Venue:  Tamarind Hall, India Habitat Centre, Lodhi Road

City: Chennai
Date: July 20, 2017 (5.30-7.15 pm)
Venue: E-Hotel, Express Avenue Mall.
This is being jointly hosted with Madras Management Association

City: Mumbai
Date: July 21, 2017 (6-9 pm)
Venue: Sahara Star
This is being jointly hosted with The Advertising Club, Mumbai

If you require any further information, please email to   sdass@imt.edu or call us on  +919956431836

Panellist for Mumbai Event

Mr. Vikram Sakhuja, Group CEO Madison Media & OOH at Madison World

Mr. Vikram Sakhuja with over 28 years with Advertisers (P&G, Coca-Cola), Broadcaster (Star TV) and Agency (GroupM), and across Media, Brand Marketing and Marketing Research, has developed a conviction on how marketing grows brands. Mr. Sakhuja is an engineer from IIT Delhi and an MBA from IIM Calcutta. His career highlights include setting up India’s first Media AOR, starting India’s first afternoon soap opera, most new brand launches during P&G’s and Coca-Cola’s start-up phase in India, pioneering a series of researches in India including BASES, Conversion Model, a Purchase Retail Audit and Consumption Panel; and being part of the leadership team that shaped GroupM into becoming India’s largest one-stop shop for marketing investment.

Dr. Pramod Solanki, PCC, Founder, Performance Enablers and HR Excellence (HREx) Group

Dr. Pramod Solanki is a seasoned HR Professional and Founder of Performance Enablers, an HR Consulting firm. He has also founded HR Excellence ( HREx ) Group – a virtual knowledge network of HR Professionals passionate about HR. Dr. Solanki brings with him three decades of experience across diverse industry sectors and strong foundations in HR. Dr. Solanki’s  corporate career has begun with the services sector ( IT & financial services) followed by long stints in manufacturing, Projects, Construction and Pharma. He has handled both, strategic as well as operational roles.

Mr. Prem Singh, President – Global Human Resources, Wockhardt

Prem Singh is a graduate in Mechanical Engineering and a Post Graduate in Management from IIT Delhi, and he brings with him a rich experience of 24 years.
In addition to his rich experience in HR, he has also got significant experience in business areas like Six Sigma, TQM, Customer Satisfaction Surveys, etc.  He is a certified Black Belt in Six Sigma. He is also a Trainer accredited by All India Management Association.
Mr. Singh has also been a winner of Global HR Excellence Award for his contribution in developing a high-performance work culture at Owens Corning India Ltd.

Mr. Rajeev Ahuja, Head – Strategy at RBL Bank Ltd.

Rajeev Ahuja holds a Bachelor’s degree in Commerce from the University of Delhi and a Masters in Business Administration from IIM, Ahmedabad. He brings over 24 years of experience in investment banking and financial markets in India, Singapore and Hong Kong. In his current role as Head – Strategy at RBL Bank, he is responsible for raising capital, overseeing the development of new businesses, partnerships, and investor relations. Before joining RBL Bank, Ahuja was with Citibank, India, where he was heading the Investor Sales business in South Asia.

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