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Management

Welcome to the Case Folio


February '09
Regular Features
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Articles

Future Group and Reliance ADAG Brace for the `Big' Fight

PepsiCo's Deal with the Indian Medical Association

Yahoo! Sells Kelkoo

Trying Times for the Indian IT and BPO Industries

Realities of Emerging Markets : Some Lessons from Unilever's Strategy for Lifebuoy & Sunsilk in India

- Debapratim Purkayastha

With the growth in the developed markets approaching saturation, Consumer Packaged Goods (CPG) companies began looking towards developing and emerging markets for future growth. Global CPG major Unilever Plc. (Unilever) was one of the companies that had a presence in several emerging markets including India, where it operated through its subsidiary Hindustan Unilever Ltd. (HUL). The case focuses on HUL's strategy for growing two mature brands with mass appeal—Lifebuoy (bath soap) and Sunsilk (shampoo), by targeting new segments in innovative ways.

BUSINESS ETHICS

Digital Rights Management

- Sachin Govind,
Pummy Chatterjee,
Barnali Chakraborty

Digital Rights Management (DRM) is defined as a "systematic, technology-based process for copyright protection of digital media". The case discusses the concept of DRM that emerged in the 1980s to prevent the illegal duplication and distribution of digital works like audio, video, literary articles, computer software, etc.

DHL's Corporate Social Responsibility Initiatives : The Disaster Management Program

- Indu P and Vivek Gupta

The case discusses the disaster management programs at the leading logistics company, DHL. Over the years, DHL had gained considerable expertise in disaster management and recovery, as it was crucial to maintain business continuity. The company wanted to leverage the experience it gained in providing service to the customers during emergency for humanitarian causes. DHL joined an initiative of World Economic Forum, Disaster Resource Network (DRN). Several companies from different industries were a part of the DRN and they set up Airport Emergency Team (AET) with the aim of relieving airports of congestion and ensuring smooth flow of relief material in disaster affected areas.

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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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