Monday, 25 December 2017

Survival of the fittest: Sustainability the biggest Challenge

Article by : Prof. Sanjana Mondal, Assistant Professor, Calcutta Business School

Natural selection is the idea for survival is not only true for species but also for the value offered in the market by its producer or manufacturer. Species that acquire adaptations that are favourable for their environment will pass down those adaptations to their offspring, similarly if the producer fail to adapt the changing environment of business and adjust themselves they will be out of the rat race. Eventually, only manufacturers/producers with those favourable adaptations will survive and that is how the offering and marketing concepts changes over time or evolves through speciation, i.e. generation of newer form of ideas, concepts, forms etc.

We often mistake by understanding “natural selection” and easily mean really is, "fittest" that means the best physical specimen or evidence of the manufacturer/ brand/product or service that is only those with the strong capital, best network, best strategy, best manpower , huge market share etc. will survive in nature or natural business environment.

But that is not always the case. The products/services/ brands/companies that survive are not always the strongest, fastest, or smartest or the best shape, size, looks, design, priced etc. Therefore, "survival of the fittest" may not be the best way to describe what natural selection really is as it applies to evolution. Rather “survival of the fittest” necessarily means the degree of adaptability that leads to sustainability.

The two biggest unexpected failure of the market leaders Kodak and Nokia could site a perfect example in this context. Kodak the leading film manufacturer just washed off the market not because of its competitors or not because they did not had the capacity to fight back the competition but because they were unable to capitalize on the invention for fear of cannibalizing existing product sales. They were resistant to change in the filmless digital technology. Though its digital camera invention was held back but because of management’s concerns about the negative impact on film sales they could not bring that out in the market. They actually failed to feel the changing pulse which Sony perfectly did. When Sony launched a filmless digital camera in 1981, fear permeated Kodak’s executive suite. Specifically, over the next decade, Kodak invested approximately “$5 billion—or 45% of its R&D budget—in digital imaging,” according to a 2005 Harvard Business School case study. Unfortunately, with disruptive technologies such as digital cameras, the firstmover advantage is too great for late entrants to overcome. By the time Kodak realized that their razor-blade business model was dead, the horses were already out of the barn. The company was unable to catch-up to the competition.

Similarly for Nokia, its demise in a short span of time less than even five years is a prime example to learn form. It’s a perfect example that reflects the fatal consequences of adaptation failure or inability to react to upcoming innovation from outside industry. The sudden downfall of the top rank dominant phone company aroused interest among researchers to find the answers for the questions like how did it happen? And can this happen to others as well? After the extensive research there are five major factors that came out as the relevant factors but most important connect between them is again indicating towards adaptation failure.

Therefore sustainability is the biggest challenge, survival in short run does not ensure fitness. Fitness in long run can be achieved only through adaptability and hence that survival is sustainable. Cadbury is the perfect example that explains this theory.

Importance of SHE : She walks, She inspires, She leads

Article by : Mr. Harsh Bansal, Student Batch 2017–19, Calcutta Business School

India is my country, my motherland (Bharat Mata). I love it and I am proud of it. Everyone says this thing but do they really mean it? It is doubtful. This doubt arose in my mind due to a conversation between 2 ladies who were upset because in their family a baby-girl was born. After seeing their expression I was shocked. On one side people says Bharat Mata ki Jai and on another side they say girl child is a liability.

India is the land of Traditions, Conceptions, Misconceptions and a lot more. Here there is a common misconception among many families that the Girl Child is a liability or a punishment or a curse to the family.

God has given life to nature and human being. Each and every birth of life brings happiness in surroundings then it may be birth of human or animal or environment. Child is a gift of God and only some human are blessed with it. Then either a baby girl or a baby boy S/he should be welcomed with a lot of happiness.

India is a religious nation which too much believes in God. Lakshmi Maa - the goddess of wealth, Saraswati Maa - the goddess of education and Durga Maa - the killer of evil. In India where on one side a girl child is considered as Goddess Lakshmi but on the other side it is considered as a liability or as a curse to the family. There is a lot of misconception in people that a girl is a liability to the family. When we worship a goddess with high respect and devotion then we should be happy at the time of birth of the baby girl.

Times waits for no one. Times have changed, we are moving into a new era, where we are achieving and developing drastically. But the only thing that remains the same is the way daughters are looked down upon in the society. Women are always considered to be inferior to men. She is always looked down upon, while the son of the house is considered to be the asset or gift or treasure or diamond for the family.

A girl has to face many challenges in her life starting from she has to bear the pointing fingers of society which are always ready to degrade her moral and image. She has to listen the scolding of her family and relatives for one or the other reason. Then next is she may have to sacrifice her studies due to low income of family as girl child’s education is not considered important because after marriage they have the job of becoming house wife.

I considered Dowry as one of the many causes for exploitation of women. Dowry custom has been a curse in Indian society. It has proved to be a greatest curse for the poor classes of India. Sometimes the girls commit suicide when their in-laws persecute them to bring more and more money from their parents. Sometimes the greedy husbands along with their parents also kill their wives, when they are not given huge dowry. From the birth till death girl only sacrifices & suffers pain.

Today we are in 21st century; girls are progressing in each and every field. We have so many examples where women have proved that if they are given an opportunity they are no less than any man. Kalpana Chawla, Saniya Mirza, Siana Nehwal, Phogat Sisters, Mary Kom, Pratibha Patil, P.T Usha, Kiran Bedi, and many more. The list will be endless of the girls who have proved their mettle in their respective arena. Girls are equally talented and if compared in many fields much better, superior and well ahead of men. Women are treated equally with men. Now women are free and are liberated from their ancient roles as housewives.

However in some places thousands of females are dehumanized by whoredom and therefore the trafficking of girls and youngsters. It exploits and violates the rights of girls within the developing world. Sexual exploitation, which incorporates sex commercial enterprise, temporary marriages, and sexual violence like rape and sexual harassment, has increased throughout the twenty first century and has become a huge concern. It has been rightly said that the condition of a nation can be judged by looking at the status of its woman.

As people say God could not be everywhere so he created women to play his different roles in form of your mother, sister, daughter, wife or a friend. So that's why she holds multiple avatars. Respect her and love her that is what just she needs from you nothing else.

Many people think Girl Child is a boon or blessing to them but many still think that she is a curse to them or their family. But they have proved that they are equal in every sphere of life and have reached the skies of success. Today is the high time we should raise our voice against the evil misconception that are against the girl child. Our little contribution will support to save a girl child. And make her feel that she is a boon, not a curse to the society and realize their family the importance of her.

Financial Inclusion in India: Initiatives and Achievements

Article by : Prof. Paromita Dutta, Assistant Professor, Finance, Calcutta Business School

With the progress of the Indian economy, especially when the focus is on the achievement of sustainable development, there must be an attempt to include maximum number of participation from all the sections of the society. But the lack of awareness and financial literacy among the rural population of the country is hindering the growth of the economy as majority of the population does not have access to formal credit.

RBI has been pursuing the goal of financial inclusion for a long time. RBI’s financial inclusion efforts can be traced back to the 1960s when the focus was on channelizing of credit to the neglected sectors of the economy and weaker sections of the population. While the Government of India nationalized the banking operations of few commercial banks in two tranches in 1969 and 1980; RBI also took initiatives like laying down priority sector lending requirements for banks, Lead Bank Scheme, establishment of Regional Rural Banks (RRBs-1975-76), Service Area Approach (1989), Self-Help Group Bank Linkage Programme (1989-90), setting up of Local Area Banks etc., all aimed at making available benefits of banking services to the masses.

The penetration of financial services in the rural areas of India is still very low. The factors responsible for this condition can be looked at from both supply side and demand side and the major reason for low penetration of financial services is, probably, lack of supply. The reasons for low demand for financial services could be low income level, lack of financial literacy, other bank accounts in the family, etc. On the other hand, the supply side factors include no bank branch in the vicinity, lack of suitable products meeting the needs of the poor people, complex processes and language barriers. On the supply side, absence of technology was a major impediment as it restricted expansion of banking services to far flung areas of the country comprising of 600 thousand plus villages. In the absence of technology, developing a cost-effective delivery model also remained a challenge.

Since 2006, RBI has adopted a planned and structured approach to address the issues of financial inclusion. RBI’s approach has been to focus both on the demand as well as on the supply side. This has in a large way been possible due to the availability of technology and its gradual adoption within the banking processes.

Some measures and consequent achievements which have been taken by RBI are given below:
  • Institutionalization of the framework of Banking Correspondents (BCs) has been a major step towards enhancing access of banking services. RBI advocated a combination of ‘Brick and Mortar’ structure with ‘Mouse and Click’ technology for extending financial inclusion in geographically dispersed areas.
  • The banks were mandated to open at least 25 per cent of their new branches in unbanked rural centers. Taking into account the difficulties encountered by common people in meeting the ‘Know Your Customer (KYC)’ requirements for opening bank accounts, several measures were taken.
  • RBI has granted in-principle approval to some entities to set up differentiated banks namely “Small Finance Banks” (SFBs) and “Payments Banks” to further accelerate the financial inclusion process in the country.
  • Banks in India have been mandated to set up Financial Literacy Centers (FLCs) for extending financial literacy.
  • No-frill accounts introduced by RBI in November 2005 to provide access to basic baking services to financially excluded peoples.
Banks issue Kisan Credit cards (KCCs) as smart cards to the farmers for providing timely and adequate credit support from single window banking system for their farming needs.
  • RBI also issues General Purpose Credit Card (GCC) which facilitate credit up to Rs.25000/- without any collateral requirement for rural and semi urban people based on assessment of household cash flows. Now as per the revised guidelines in Dec.‟2013 under this approach bank also fulfill Non- farm entrepreneurial credit requirement of individuals (e.g. Artisan Credit card, Laghu Udyami Card, Swarojgar Credit Card, Weaver‟s Card etc). There will be no ceiling on the loan amount as long as the loan is for the purpose of non-farm entrepreneurial activity and is otherwise eligible for classification as priority sector.
  • The SLBP or Self Help Group – Bank Linkage Program has been the major institutional based innovation in India for enabling access and covering the gap of reaching financially excluded population of the country in the last two decades. In this model, the banks involve themselves with a group of local people with the idea of enabling them to pool up their savings. The same is deposited with the bank against which the bank also provides a certain amount of credit facility. The group takes a decision to whether to lend to any member of the group. The bank provides the framework, accounting services and support to the group to manage their deposits and lending.
  • One of the most remarkable developments in terms of innovation in order to harness the full power of technology, the banks have tied up with mobile operators to provide financial services like bill and utility payment, fund transfer, ticket booking, shopping etc through mobile banking. Some examples of this model are m-Pesa by Vodafone and Airtel Money.
  • In some states, the state government has taken initiatives for providing kiosk based model for access to financial services. Also banks have used the technology to enable their ATMs to virtually act like a 24x7 branches.
  • In Aadhar enabled payment services, any Indian citizen having an Aadhaar number updates his account with the same. All accounts having aadhaar number updated are to be reported to RBI, which in turn reports it to various government departments.
  • Some of the leading banks have come up with this concept where there would be an online system with chat facility assisting the person to make use of various electronic machines for depositing and withdrawing cash and cheques, which can be termed as Branchless Banking.
Table 1: Progress made under financial inclusion plans – as on September 2016 (Scheduled commercial banks including RRBs)
Particulars Year ended Year ended Half year ended#
March 2010 March 2016 September 2016
Banking Outlets in Rural locations – Branches 33,378 51,830 52,240
Banking Outlets in Rural locations – Branchless mode 34,316 534,477 537,609
Urban Locations covered through BCs 447 102,552 91,039
BSBDA-Through branches (No. in million) 60.2 238.2 247.4
BSBDA-Through branches (Amt. in ` billion) 44.3 474.1 537.9
BSBDA-Through BCs (No. in million) 13.3 230.8 247.8
BSBDA-Through BCs (Amt. in ` billion) 10.7 164.0 181.1
BSBDA-Total (No. in million) 73.5 469.0 495.2
BSBDA Total (Amt. in ` billion) 55.0 638.1 719.0
OD facility availed in BSBDAs (No. in million) 0.2 8.0 8.4
OD facility availed in BSBDAs (Amt. in ` billion) 0.1 14.8 18.1
KCCs -Total (No. in million) 24.3 47.3 46.4
KCCs -Total (Amt. in ` billion) 1,240.1 5,130.7 5,543.4
GCC-Total (No. in million) 1.4 11.3 11.5
GCC-Total (Amt. in ` billion) 35.1 1,493.3 1,613.2
ICT-A/Cs-BC- Total number of transactions (in million) * 26.5 826.8 550.6
ICT-A/Cs-BC- Total amount of transactions ( in ` billion) * 6.9 1,686.9 1,199.2
Source: Report on Trend and Progress on Banking in India as on half-yearly ended September, 2016
References:
  1. https://rbidocs.rbi.org.in/rdocs/.../MFI101213FS.pdf, Financial Inclusion in India – An Assessment, assistance provided by Shri M. Sreeramulu, AGM, DNBS.
  2. https://iimb.ac.in/research/.../WP%20No.%20474, Financial Inclusion in India: Select Issues, Working paper no. 474, August 2014.
  3. https://rbidocs.rbi.org.in/.../PDFs/FII240916C9952578..., Financial Inclusion in India – The Journey so far and the Way Ahead, Address delivered by Shri S. S. Mundra, Deputy Governor, Reserve Bank of India at the BRICS Workshop onFinancial Inclusion in Mumbai on September 19, 2016.

Saturday, 23 December 2017

RURAL ELECTRIFICATION CORPORATION – A GOOD BUY?

Article by : Prof. Tamal Datta Chaudhuri, Principal, Calcutta Business School,

Rural Electrification Corporation has a net worth of Rs.33326 crore, has a turnover of around Rs.23000 crore and a net profit of around Rs.6200 crore. It has a Price/Book value per Share of 1 and a P/E multiple of around 4.64. It has healthy track record of dividend payment and consistent profitability.

Figure 1 indicates that from 2014 to 2017, the trend line is flat, and after trending for some time, prices have fallen. It is trading way below the 200 DMA (red) and 100 DMA (blue), and the current price has intersected the 30 DMA (green) from above. The stock is currently in a bear grip and for me, it is good time to enter the stock.

Figure 1



From an oversold position, Figure 2 indicates that MACD is still giving sell signal and RSI went below the 30 level. It is an ideal time to buy the stock. Parabolic SAR also is giving buy indications. We will never be able to time entry into a stock, but given the indicators, the current price looks attractive for buy.

Figure 2



Figure 3

Supply Chain Management Beyond 2020: Implications for Talent Acquisition

Article by : Prof. Sanjib Biswas, Assistant Professor (Area: Operations Management), Calcutta Business School

Supply Chain Management has been playing a pivotal role in enabling organizations to gain competitive advantage for last few decades. Irrespective the nature of business, organizations have recognized the importance of achieving excellence in supply chain management. However, the future supply chain leaders shall need to take appropriate strategy to sustain in VUCA world wherein organizations need to handle with intelligent supply chains while striving equilibrium among triple bottom lines. Future supply chains needs to counter disruptions from natural disasters to the global credit freeze, adapt to rapid and critical changes and be capable to promise. In true sense this transformation calls for forward thinking spread across a multi-year horizon starting from today. Success of supply chain operations beyond 2020 shall largely depend on how fast they respond to the market needs even before it arises through disruptive innovations and supreme level of transparency and connectivity among the partners. Doing such, organizations can ensure real time visibility across all nodal points in a supply chain or extended enterprise per se and in effect, can reduce time to market, capital expenditure and mitigate risks. In this context, Jeff Dobbs, global sector chair, Diversified Industrials at KPMG, mentioned

“Moving toward a demand-driven supply chain is probably the single most important step a global manufacturer can take today. When implemented well, a demand-driven supply chain establishes a responsive flow of product all the way from the end customer up to the furthest upstream supplier. The demand-driven supply chain is more responsive to changes in customer behavior.”

However, it posits a significant challenge as far as acquisition of talent is concerned. Along with need to grow at a faster rate with disruptive innovations, organizations find evolving nature of job roles and skill requirements. The recruiters are confronted with the challenge to design competitive job descriptions in tune with changing nature of business operations particularly in the domain of supply chain management. Next generation supply chains expect that employees need to be aligned with the broad strategic requirements of the organization, adaptable to new technologies and build requisite futuristic skill sets for remaining relevant and competitive.

Rodney Apple, founder of the SCM Talent Group. Employment agency in Asheville, North Carolina mentioned that

“Many students coming up through our educational ranks don’t even know what supply chain is or they perceive supply chain as a blue collar industry where you either drive freight trucks or load and unload them at a warehouse dock….. Many companies haven’t taken the initiative to develop best-in-class talent acquisition resources and programs. Companies that perform the best are the ones that treat the recruiting department like a strategic, value-added program versus a low-level, tactical HR cost center. In addition, many companies are being too strict and inflexible with their hiring requirements. Instead of defining the job when they write out their job descriptions, they focus on defining the candidate by listing out a ridiculously long and unrealistic list of skills and qualifications that the “ideal candidate” must have to be “qualified”.”

Over the last two decades, organizations have witnessed enormous changes in the way the supply chain are being managed. With the development in information and communication technology (ICT) area, organizations, particularly supply chains have provided with unprecedented opportunities. We are experiencing Industry 4.0 now which has redefined business operations as it advocates for human-machine interactions and rapid digitization. Development of smart cities, increasing use of Internet of Things (IoT) in managing business operations, sensors, smart objects and networks have led to smart and intelligent supply chain management. Supply chains are flooded with data and being operated by automated machines and instruments. The point is how one can draw actionable insight out of this gigantic amount of data in structured, semi-structured and unstructured format and provide innovative solutions for meeting customers’ needs. In addition, designing and understanding automated operations and managing them, clearly demands for advanced skill sets, flexibility and innovative minds. The supply chain managers no longer needs to manage materials and fund only, they need to know how to use information as a strategic asset, they need to manage people as well as machines, they need to understand untold requirements of customers and subsequently translate them into technical requirements for designing, developing and delivering appropriate solutions to customers. In other words, supply chain professionals should inculcate creativity and advanced analytical capabilities in themselves. In this context, Jim Rice, deputy director of MIT’s Center for Transportation and Logistics, contended that,

“We often think about cool and sexy technologies changing our supply chains, but it really looks like the work we have been doing in supply chains forever, basically doing things that reduce costs, cut cycle times and/or improve quality. A lot of time people expect supply chain innovation to disrupt an industry but 98% of the time, the process changes are not nearly as disruptive as the smartphone was for the mobile phone world. Instead, most of the innovations in the supply chain give you incremental improvement and are what Clay Christensen calls sustaining innovations…. Companies may need people with different skills – for sustaining innovation, you need people who can refine a process, finding improvements on an ongoing basis. It’s a different kind of person though who can completely re-vision the supply chain process, seeing the possible big changes. They tend not to get caught up in what won’t work, but instead can see what could work. Both are needed, but the latter are needed for disruptive innovation.”

Further, while you are operating with data in a shared and connective manner, question of security and privacy also demands attentions. Researches are being made significantly in the area of cryptography. Of late, we have witnessed increasing use of the crypto-currency aka Bitcoin while transferring funds. The Blockchain technology is re-defining supply chain operations. Some of skill sets which would be desirable for supply chain professionals in addition to fundamental knowledge on supply chain management are: artificial intelligence, machine learning, deep learning, cryptography, digital manufacturing techniques, cloud computing, ERP based operations, Big Data management etc. In fact, it’s not the tool or technique, rather, it’s the human capability to design, develop and manage those tools and techniques which will decide the success or failure or supply chains, more comprehensively organizations. Hence, proper talent acquisition shall be a key factor. In this context, it is also not desirable to forget the lessons learnt from the Sociotechnical Systems approach to organizational development developed by Eric Trist and his colleagues at the Tavistock Institute. For acquiring appropriate talent, organizations need to develop their future employees. Hence, the role of HR managers as well as supply chain managers would be very critical tomorrow in a sense that, they will not only be required to spot and acquire requisite talent but also they will have to predict talent requirement for future operations and gear to develop that.

References:
1. Deloitte Survey (2015) “Supply Chain Talent of the Future: Findings from the Third Annual Supply Chain Survey”.

2. Kate Lee (2016) “Hiring Supply Chain Talent: What to Look For”

3. Kate Lee (2014) “ How to solve the supply chain talent crisis: a supply chain recruiter shares his ideas”

4.Gary Forger (2017) “Next Gen Supply Chain: The Next Gen Interview”, an interview of Jim Rice, deputy director of MIT’s Center for Transportation and Logistics.

5. Beth Platow (2015) “Talent-retention and succession planning for the supply chain”

6. Biswas, S. and Sen, J. (2016). “A Proposed Architecture for Big Data Driven Supply Chain Analytics”. The IUP Journal of Supply Chain Management. XIII (3), 7-33. DOI: 10.13140/RG.2.2.21458.96966.

**IMPORTANCE OF BRANDING AND BRAND MANAGEMENT IN 21st CENTURY**

Article by : Dr. Suman Kumar Dawn, Associate Professor, Calcutta Business School

Branding or Brand is considered important not only for companies but they carry equal importance for customers or consumers also. From consumer or customer point of view, brand becomes important for various reasons. Brand for a customer will indicate commitment towards quality from sellers there by reducing time spent in coming to a purchase decision. Brand for companies will indicate a sort of benchmark in quality as well as customer expectation, a point of differentiation from competitors and a steady stream of profit.

Normally we associate branding from point of view common mass; and products or service displayed in malls and supermarket. However there exists another market where branding is equally important and that is business to business market (B2B). This is referred as corporate branding, which is again a challenge as decision making process for purchase order is different compare to individual customer. Here survival of organization as well as individual will be at stake. The key lies in developing a brand for corporation.

During the past decade, we have experienced dramatic changes in our world socially, economically, and politically We also experienced major re-engineering of large firms and the evolution from the traditional corporate structure to the virtual corporation. Modern globalized, technology driven world has thrown new challenges to branding. Customers/consumers have more access to information than ever before. Internet has become a strong tool through which product information proliferate raising expectation bar for companies. Companies have responded to this challenge by exploring new avenues to showcase their products. Like for example; sponsorship of events and teams or association with social cause.

In a given market, innumerable products and services are offered by different companies. The identity developed for this product and services over a period of time, through marketing strategies, sturdy performance etc is referred to as brand. A stage is reached where brand become synonymous with product e.g. - coffee-Starbucks, Nescafe, Amul, Maggi etc. This process is called strategic brand management.

With all these changes, it is clear that we are facing a new world order, a new way of running businesses, and a new way of living our personal lives. From a business perspective, the following are dramatic changes that have occurred in the past decade:

I. The pace is faster.
II. Businesses are instantly connected to their customers, suppliers, and distributors.
III. Globalization has produced a truly global marketplace.
IV. There is so much information available that corporations need to continually interpret it and turn this into useful “intelligence” for their corporation.

Brand Management after 1950
In the 1950s, consumer packaged goods companies like Procter and Gamble, General Foods and Unilever developed the discipline of brand management, or marketing as we know it today, when they noticed the quality levels of products being offered by competitors around them improve. A brand manager would be responsible for giving a product an identity that distinguished it from nearly indistinguishable competitors.

This required an understanding of the target consumer and what we call a "branded proposition" that offered not only functional but also emotional value. As long as the brand was perceived to offer superior value to its competitors, the company offering the brand could charge a little more for its products.

In the 1950s and 1960s, brands like Tide, Kraft and Lipton excelled in marketing activities (see above gallery), setting the benchmarks for all brands today. This marked the start of almost 50 years of marketing where "winning" was determined by understanding the consumer better than your competitors and the getting the total "brand mix" right. The brand mix is more than the logo, or the price of a product. It's also the packaging, the promotions, and the advertising, all of which is guided by precisely worded positioning statements.

But in the early 1990s, things started to change. The previous commoditization of product quality was followed by an almost equal push for build real brands. One by one the big retailers started to realize that they had an opportunity to also play the branding game and that by selling more, higher quality, but particularly better-branded products, they could not only dramatically improve their margin mix, but that they could raise the profile and reputation of their own brand as a whole. Therefore, retailers like Tesco, Waitrose and Sainsbury started hiring marketers from their suppliers like Unilever and P&G and today these companies and their portfolio of brands enjoy equal brand loyalty than any of the manufacturer brands they carry.

To build a strong brand, the marketers need sufficient expertise to impress people (reputation) and enough awareness (visibility) to achieve their regional, national or international ambitions.

There are five things that marketers can promote their product’s reputation:
1. Make expertise relevant. Promoting products or services may not be enough. Marketers need to understand the challenges of their target audiences face and communicate,.
2. Conduct research on target client: Proper research can provide true information that marketers need to make better decisions and address the challenges that are most important to prospective clients.
3. Be a customer, not a salesperson. They position themselves as customers, freely giving away knowledge and making themselves visible across multiple channels—in online search, social media, conferences, books and more.
4. Make expertise visible. Today's busy professionals access information through a variety of channels, so marketers’ must deliver their thinking in a variety of ways, such as educational blog posts, articles, videos etc.
5. SEO (Search Engine Optimisation): SEO has become a formidable marketing tool that gives a measure of control over how searchers find you online. By using SEO best practices marketers can promote content that people want to read that keeps them coming back for more.

Monday, 18 December 2017

Service Quality – An Important Strategic Tool in Academics

Article by : Prof. Pinaki Ranjan Bhattacharyya, Associate Professor, Calcutta Business School

Quality has become an important strategic tool in the modern world as it ensures the viability of a business. Some prominent definitions include ‘conformance to requirements’ (Crosby, 1984), ‘fitness for use’ (Juran,1988) or ‘one that satisfies the customer’ (Eiglier and Langeard, 1976). Though initial efforts have been made to define quality in various forms, the present meaning of quality is meeting or exceeding customers’ expectations. Service Quality definition came into light when Parasuraman, Zeithaml and Berry (1985) emphasized that quality of manufacturing industry is largely different from services industry due to its inherent characteristics of intangibility, heterogeneity, perishability and inseparability. They stressed that services vary in their degree of intangibility with respect to lack of physical attributes of the actual service (outcome) and the lack of physical evidence of the process. Higher education is increasingly being recognised as a service industry. Therefore, this sector is emphasizing more on meeting the expectations and needs of its participating customers, that is, the students. Accordingly, Higher Education Institution's (HEI’s) therefore, try to assign more time and resources to enhance the quality of their pedagogical skills backed with industry exposure wherever necessary and practice to make them more interesting and application oriented, as perceived by the students. Management, as a stream of Higher Education and training has also acquired new dimensions in the last few decades. Since time immemorial, Indians are known to possess people, trained & well equipped with knowledge & intellect to tackle the problems which they face in the business world. Since B-schools are also a part of this service process, Indian B-schools are also likely to deliver the optimum in terms of quality. Moreover, globalization & liberalization has widened the scope and has encouraged entrepreneurs to venture into this industry to consolidate more in terms of business prospects rather than a social responsibility. It is in this context that the question of service quality comes into mind as education is primarily perceived by the stakeholders as a service sector. The challenges of operations and maintenance of quality has brought the B-Schools to a competitive level to showcase their ability in developing centres of excellence. But of late, Management Education is at the crossroads in terms of occupancy level as the number of seats on offer has increased significantly and several institutes at different tiers of B-Schools in India have not been able to train their students meet the requirements of corporate world. This is because, most of these Institutes are not focusing on Quality and excellence to identify a niche area which will differentiate them in terms of performance of their students at various corporate houses. A rigorous planning and strategic effort with an innovative curriculum from the educational institutes is the order of the day to create a brand in imparting quality education which may successfully help the industry in overcoming this problem.

  • Parasuraman A, Zeithaml V A and Berry LL (1985). “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49(Fall), pp 41-50
  • Eiglier P & Langeard E (1976) ‘Principe de Politique Marketing Pour les Enterprises de Service’, working paper of the Institute d’Administration des Enterprises Université d’Aix-Marseille
  • Three Experts on Quality Management: Philip B. Crosby , W. Edwards Deming, Joseph M. Juran, Total Quality Leadership Office, 1992