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"Customer satisfaction is a highly misinterpreted word in India"

Tags: GD Goenka University, International Management Conference, NIIT University, Quality Austria, customer satisfaction

April 28, 2014 | COMMENTS ( 0 )

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The GD Goenka University’s first ever two-day International Management Conference concluded on April 26, 2014. The programme began with a plenary session on, Retail Strategies and Market Development in which Prof. Deepak Khanna, NIIT University and Ashish Dhir, Wisedege spoke at length on the subject. While Prof. Deepak Khanna presented a highly implementable model for refurbishing of products for resale to BOP at affordable prices, Ashish Dhir elaborated on the disorganised retail sector in the Indian economy by presenting statistics where he mentioned that organised retail in India was just about 8 per cent while in comparison in the US it was a whopping 85 Per cent. He also laid emphasis on the urgent need and importance of a supply chain in retailing. The Chairperson of the session Pankaj Rai, CEO, Quality Austria, opened up the session for debate in which a number of issues were presented and discussed by the panel. While addressing the gathering Pankaj Rai laid stress on the significance of customer satisfaction while at the same time stating that customer satisfaction was a highly misinterpreted word in India. The session was then thrown open to the participants whose queries were answered by the panel of distinguished personalities.

 

In his entertaining key note address, Anand Singh Bhal, Ministry of Economic Affairs, talked about the Role of Public Policy in augmenting retail. Anand Singh Bhal’s observations were very down to earth and his presentation was replete with amusing anecdotes gleaned from his personal experiences as a bureaucrat. He went on to state that the customer is the king and all policies should be made keeping that in view. He also observed that there were a lot of negative feelings among the public about FDI largely because of the disinformation spread by powerful lobbies against the introduction of FDI in India. He concluded by saying that FDI is the future and sooner rather than later it would find a place in our country. The session concluded with Dr Samar Sarabhai, Professor, School of Management, delivering the vote of thanks.

 

In the afternoon, concurrent sessions on Human resource practices and challenges in modern retail, New Economic Order and strategic shifts in modern retail and Market dynamics and changing consumer behaviour in modern retail were held.

 

The conference came to a close with the Valedictory function where the Guest of Honour was Mr. Vidhur Vyas, EVP Pepsico Co. While welcoming the Chief guest Prof. (Dr.) Raj Singh, Vice Chancellor, GD Goenka University underscored the importance of supply chain management in modern retailing. With respect to FDI he was of the view that though the process could be delayed, introduction of FDI in India was irreversible. He closed his address by stating that the future of retail in India lay in the transfer of technology to the rural areas of our country. The Chief Guest Vidhur Vyas, EVP Pepsico Co began by saying that Winning in retail is winning the customers. He went on to say that the cultural connection particularly in India is very strong and that the retail brands who are successful in making this cultural connection are most likely to succeed. He explained in detail as to why the most critical part of the supply chain is from farm to warehouse. The conference concluded with a vote of thanks by Prof. (Dr) Pradeep Goel, Dean School of Management, GD Goenka University.

 

The two day conference aims at providing a platform for the expression of new thoughts in the retail sector by bringing together business leaders, professionals, academic scholars and policy makers. This in turn would help identify and implement futuristic strategies which retailers can apply for better sustainability and growth.

 

The GD Goenka University offers Undergraduate and Postgraduate degree/diploma programmes in Management, Fashion & Design, Hospitality, Engineering, Law, Education, Architecture, Communication, Humanities & Social Science and Medical & Allied Science. Committed to promoting excellence in education, the University is the latest feather in the GD Goenka Group a pioneer in the field of education with two decades of experience in this realm. Students in the University are taught by the finest faculty and are provided with state of the art facilities and infrastructure making the University one of the finest educational destinations in the country, offering every student a World class environment to optimize their potential.

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