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TAPMI to host conference on services management

Manipal: The T.A. Pai Management Institute (TAPMI) will host a two-day international conference on services management, beginning on Friday.

According to a press release issued by TAPMI here on Wednesday, the theme of the conference is “Process and technology: key drivers of customer-focussed services management”.

Academicians from B-schools in India and abroad will participate in the conference and papers on various sub-themes will be presented.

The keynote speaker will be Christopher Lovelock, a renowned authority on services management, who has taught at Harvard Business School, Stanford, MIT, Berkley and Yale universities. He is an author, trainer and consultant in the area of services management.

Vice-president of i-flex solutions Ltd., Bangalore, K. Laxminarayan Shankar will be the chief guest at the inaugural function.

The issues that will be discussed at the conference are: Process decisions and its role, Technology decisions and its role, and Customer focus in services management. Around 35 papers will be presented. The papers will be on topics such as customer relationship management (CRM), service quality, technology’s role in services delivery, customer value enhancement in services, process as a facilitator in services delivery, service innovations, waiting line management and so on.

Many of the papers are based on studies done in sectors such as hospitality, health care, banking, insurance, education, logistics, retail and public services.

Three professors from universities in France and Hungary will present papers. In addition, a few executives from the industry will also present papers.

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