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Management

Effective Executive

January '05
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Implementation of Six Sigma in the Service Industry
50
The 7 Ps of Successful Salesmanship: Passion, Persistence, Pro-activeness, Personableness, Positiveness, Preparedness and Professionalism
50
Defining the Thin Line Between PR and CR : The Role of Public Relations in Customer Retention
50
Adding Value: To Stay Ahead of Competition
50
Public Call Offices in India: Predicting the Future
50
Away from Home: How Long can the Captives Remain Dependent?
50
Diversity at the Workplace: A Competitive Advantage?
50
Yoga for Stress Management: Prescriptions of Patanjali Maharishi
50
       
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COVER STORY

Implementation of Six Sigma in the Service Industry

- - RP Suresh and Gurvinder Singh Lamba

Six sigma is one of the most widely used management concepts in the industry today. In India, the awareness about six sigma and its usefulness is growing. Currently, it is growing in popularity in the manufacturing and the software sector. There is a common belief in the service industry that this concept is not directly applicable in the service industry. In this article, the authors demonstrate the usefulness of the six sigma concept in a service industry through an imaginative story.

© 2005 IUP. All Rights Reserved.

Article Price : Rs.50

MARKETING

The 7 Ps of Successful Salesmanship: Passion, Persistence, Pro-activeness, Personableness, Positiveness, Preparedness and Professionalism

- - Patrick Low Kim Cheng

Sell well! Successful selling is easy to attain if you know how. In this paper, through review of literature and focus group study, the author uncovers the 7 Ps that are essential for successful salesmanship.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

MARKETING

Defining the Thin Line Between PR and CR : The Role of Public Relations in Customer Retention

- - NM Shanthi

The article emphasizes the importance of customers in today's business world, and says that companies should strive to retain them.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

MARKETING

Adding Value: To Stay Ahead of Competition

- - Kaushik Mukerjee

The article brings to light how some smart companies are able to outpace their close business rivals by simply adding value to their own repertoire of existing products or services.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

STRATEGIC MANAGEMENT

Public Call Offices in India: Predicting the Future

- - VS Pai

In 1992, the opening up of the telecom sector for privatization led to huge growth in both landline and mobile telephony. This article looks at whether this growth will pave the way for the death of the PCO concept, and emergence of a new format for cost-effective quality pay-phone services.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

STRATEGIC MANAGEMENT

Away from Home: How Long can the Captives Remain Dependent?

- - Anitha Dilipan

The author feels that it is not possible for a captive BPO unit to sustain itself for long.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

BUSINESS ENVIRONMENT

The Patents Act: Its Pitfalls and Opportunities

- - KP Prabhakaran Nair

The article familiarizes the reader with the Patents Act and its effects on India, with a special mention of the pharmaceutical sector.

© 2005 KP Prabhakaran Nair. All Rights Reserved.

HUMAN RESOURCE MANAGEMENT

Diversity at the Workplace: A Competitive Advantage?

- - Supriyo Chaudhuri

The article, with the help of various studies, concludes that diversity under visionary leadership leads to competitive advantage.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50

GENERAL MANAGEMENT

Yoga for Stress Management: Prescriptions of Patanjali Maharishi

- - K Nagarajan

Mental stress has become a disturbing factor among business executives. A person, who is under mental stress, exhibits a high level of irritability, lacks objective approach to handling of issues, fumbles in decision-making, takes unilateral decisions, develops distorted perceptions, gets prejudiced and becomes highly impatient. Therefore there is an immediate need for finding a cure for the malady of mental stress plaguing business executives. Yoga, the technique mastered by the ancient Indian seers, provides a solution to this malady.

© 2005 IUP. All Rights Reserved

Article Price : Rs.50
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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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