India's Prof. Mahadevan elucidates strategies to service
organizations
Senior Indian Operations Management Professor B. Mahadevan has
advised developing nations such as Sri Lanka to positively exploit
growth opportunities available in the service sector by utilizing
information technology as the backbone to bridge the geographical gap
with other nations which will ensure long-term economic growth for the
country.
At a seminar titled 'Strategies for Service Organizations', sponsored
by the Institute of Chartered Accountants of Sri Lanka (ICASL) Prof.
Mahadevan of the Indian Institute of Management, Bangalore stressed that
today, even in Sri Lanka, the service sector was the most dominant, by
contributing 60 percent to the country's Gross Domestic Product.
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Prof
Mahadevan conducting the seminar |
"As the economy booms, issues related to the service sector should be
taken into consideration such as the pricing factor," he said.
Citing reasons for his claim, the Professor noted that in the past,
pricing was often done on a static basis and not on a dynamic basis.
"Firms have to understand that they should price services
differently. It is only then will they derive the benefits," he said.
Prof Mahadevan introduced several pricing methods during the seminar
which included different pricing styles, bundle pricing and yield
management pricing, which are currently adopted by hotels and airlines.
"Ten years back, hotels adopted a static pricing policy, where
tariffs were usually a static rate during peak period, today this style
has changed and the rates keep changing from hour to hour, minute to
minute and even the service sector should adopt a similar pricing
policy," he said.
Prof Mahadevan, rated as one of the top five professors at IIM
Bangalore, during the initial sessions of the seminar also focused on
how manufacturing companies increasingly sees service as an important
element in their strategy while also addressing how to deal with
customer delays and adopt a well accepted service quality model.
During the sessions, he also touched in detail on growth
trajectories, while emphasizing on the growth opportunities available
for the service sector.
"Although services cannot be stored, there is a class of services
which are tradable, which can be exchanged and sent across such as the
BPO and IT sectors," he said.
"Success lies in such areas where we can exploit such sectors for our
long term advantage. Today in India, the designing for the car is done
in India, but it can be manufactured in any part of the world after we
transmit the design via the internet," he said.
Prof Mahadevan said that Sri Lanka too had a huge potential to take
advantage of tradable services where distance and geographical
positioning doesn't matter anymore due to the availability of IT
services.
"Plus, countries such as ours also enjoy the cost advantage, and so
we should be exploiting such opportunities to the hilt," he said.
The seminar held at the Waters Edge, Battaramulla on May 05, was well
attended by top corporate personnel in the likes of Chairman, Directors,
CEOs, CFOs and senior management in financial services, manufacturing,
hospitality and tourism, travel, healthcare and ICT sectors.
The ICASL decided to conduct a seminar on such a unique subject
having understood the importance of service economy which has been
undergoing significant growth the world over, during the last decade.
Boosted with more than 18 years of wide ranging experience, Professor
Mahadevan has been recognized for his excellence in teaching both at IIM
Bangalore and outside and has been consistently rated among the top five
professors in IIM Bangalore's teaching and executive education
programmes.
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