NMIMS conduct seminar on Hospitality and Healthcare Industries Vision 2020

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MBAUniverse.com News Desk |
July 28, 2016
"A satisfied employee delivers better customer satisfaction. Now companies believe that if employees are happy, customer will be happy," said Dr D Prasanth Nair, President and Head of human resources division of Thomas Cook ( India) Pvt. Ltd.

He added, "You will find subjects like marketing, HRM, IT, operation etc. everywhere. But you will not find subject on customer satisfaction. Now we need to be focused on training on it."  

Participating in one day  seminar "Sarverthan 2007: Destination 2020: Going the "H" way" , organized by NMIMS University in Taj Land's End in Mumbai on October 13, Dr Nair said that India has become a big market for service products as 54 % of country's  population is under 26 who want "thrill" in any product like holiday packages.  

Participating in the seminar, Managing Director of online travel solution company www.travelocity.com , Himanshu Singh said, "Deep loyal customer relationship is the only 'loyal and sustainable' asset of a service company. Everybody wants product and services. Good service company should guarantee great experience", he opined. He reveled that India has became an attractive destination for customer service outsourcing after the success of Indian WNS as a customer service BPO.  

"75 % of country's children are below 15 years while 12 % are below 5 years. It has turned India as a great market for insurance and health care products", reveled the other participant Rajinder Sood, SVP-Agency (West   & South) of Max Newyork Life Insurance. Citing an international study, he said, "95 % companies studies on their customer satisfaction aspect while 50 % of them solve issues from feedback and 30 % companies introduce permanent remedies. Out of these only 10 % company improves their services while 5 % goes back to study again to keep track on their customer relationship," he revealed.  

Participating in the seminar Chairman of Travel Agent Association of India (TAII) western region OM Prakash Sahgal said time has come for a management graduate to be an entrepreneur. He said that the time is for innovation and diversification as service industries like travel companies have faced challenges from dotcoms.  

The seminar was organized by students of MBA (service management) as part of NMIMS University's initiative to create platforms for students to interact with industry experts from healthcare and hospitalities sectors.   Other participants includes CEO of Prides Hotel, Satyen Jian, CEO of Root Corporation Hotel Ltd (Ginger Hotel),Prabhat Pani, CFO of Radha Krishna Hospitality Service, Olivio Tavares, HR head of Escorts Hospital, Arun Dutta, SVP (Operation) of Apollo Hospital, Granyt Muddle, MD of Human Touch Organisation, Dr Keith D'Souza and  Co-founder of e4m group Nawal Ahuja. Dean of School of Management of the university, Prof Sundarm and programme in charge of MBA (service management) Prof Soumya Mukherjee had also participated in this seminar.