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The placement week at IIM Indore begins February 17, 2000. [Details]
The Indore Chapter of the National HRD Network, was opened at the Indian Institute of Management, Indore. [Details]
|| In-Company Programmes || Management Development Programmes ||

Creating Customer-driven Organisation

Global Competitiveness Report places India as a country very low on 'customer orientation' parameter. Responsive and responsible customer interface, service and support leads to improved customer satisfaction and competitiveness of the firms. Customer commitment has to be an important corporate value. Customer satisfaction has long reaching impact on the current and perhaps future viability of an organistion . Companies need to focus on customers who may be planning to defect and be retention-centred. The emphasis is less on building short-term satisfaction than on instilling long term loyalty. Customer responsive organisation creates value by solving individual customer problems. All departments and processes are aligned to do that.

The program is designed to help participants to view their core function from customers' point of view. The program will develop the broadened concept of marketing for an organisation and help the participants to develop the required mind-set and responses.

Focus of the Program
The program will approach the topic to integrate marketing and total business operation. Emphasis will be on practical application and relevance of theoretical concepts for proven results. Following main issues will be explored in the programme:

  1. To understand the concept of customer value and customer orientation
  2. How to create a customer-driven organisation
  3. Role of non-marketing personnel in adding and promoting value to the customer

Target Audience
Middle and Senior level executives both from private and public sector companies, whose interface and response, howsoever indirect, matters in adding and promoting value to the customer, will find this program useful. The program will focus on issues related to all sectors of business.

March 9-10, 2000

Mumbai (The details will be sent to the nominated participants)

Registration Information
Participants should be nominated by their organisation. The enclosed nomination form should be completed and returned to MDP Secretariat, IIMI. The last date for receiving nomination is March 1.

The fees for the non-residential program which includes charges for course material, and lunch would be Rs. 5,000 per participant The fees may be paid by crossed demand draft in favour of Indian Institute of Management, Indore and sent to MDP Secretariat, IIM, Indore as per address given.

Program Facilitators
Dr. Rajan Saxena is the Director of the Institute and also a Professor of Marketing. He has taught marketing and strategic courses in leading management institutes in India and abroad. He is also associated as trainer and consultant in marketing and business strategy with leading national and multinational companies in India and abroad. He has been conferred thee Best Teacher of Management Award by the Bombay Management Association in 1990 and Best Teacher of Marketing Management at International Brand Summit at Bombay in 1998. He has published several articles and two books, including "Marketing Management" published by Tat McGraw Hill.
Dr. S.R. Singhvi has got over 3 decades experience as Professor (Marketing), Sales Manager, Head of Training & Development at Corporate level. He will also be the Program Director.


For any additional information/enquiry, please write to:
MDP Secretariat,
Iindian Institute of Management,
Indore 452012
Phone 91-731-786191, 788505.788523
Fax: 91-731-788506
e-mail: hari@iimidr.ernet.in

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