Page 23 - VGSoM MDP Brochure

20 MDP@VGSOM 2019-2020 MDP@VGSOM 2019-2020 21

ORGANIZING WORKPLACE SERVICES

RELATIONSHIPS MARKETING

OBJECTIVES PROGRAMME DURATION, OBJECTIVES PROGRAMME DURATION,
FEE AND VENUE FEE AND VENUE

All organizational activities occur in the context of The objective of the course in to provide an understanding
interpersonal relationships. It is through relationships that of the concepts of Services Marketing.
systems maintain balance, chaos becomes order and Duration:
fragmentation is made whole. The way in which an Duration :
organization manages its workplace relationships The programme is residential.
determines its success. The objective of the course is to Dates : December 2 - 4, 2019 (3 days) TARGET PARTICIPANTS The programme is residential.
provide understanding of traditional and emerging Dates : December 2 - 6, 2019 (5 days)
perspectives of workplace relationships. It explores both Fee:
positive and negative workplace relationships, including The programme is designed for senior or middle-level Fee:
those between supervisors and subordinates, customers INR 10,000 per person per day + GST executives in manufacturing and supply chain
and clients, peers, friends and romantic partners. It will The fees include course materials and working lunch. management with at least 5 years of experience, and have INR 10,000 per person per day + GST
help in understanding the unique influence of the a background in engineering and MBA (preferable). The fees include course materials and working lunch.
workplace on relationship processes and dynamics and the Kindly refer to the last page for application and
important role of workplace relationships in enhancing payment details. Kindly refer to the last page for application and
organizational and individual wellbeing payment details.
Venue:
TOPICS TO BE COVERED Venue:
VGSoM, IIT Kharagpur
TARGET PARTICIPANTS VGSoM, IIT Kharagpur
Ÿ Customers’ expectations and perceptions of services
Ÿ customer research, consumer defined service
The target participants for programme range from Junior to PROGRAMME standards.
Senior Management executives of any organization-- PROGRAMME
private, public, cooperatives, government, NGOs, etc. COORDINATOR(S) Ÿ Service quality, technical and functional quality,
determinants of service quality, gap model, Kano’s COORDINATOR(S)
Dr. Susmita Mukhopadhyay model.
susmita@vgsom.iitkgp.ernet.in Ÿ Challenges to service design Dr. Srabanti Mukherjee
Phone: 03222-283864 (O) srabanti@vgsom.iitkgp.ac.in
TOPICS TO BE COVERED Mobile: 09831095089 Ÿ New service development Phone: 03222-2838868 (O)
Ÿ Developing the service blueprint Mobile: 09432298882
Ÿ Organizing workplace relationships Prof. Sangeeta Sahney Ÿ Quality function development, service innovation. Dr. Biplab Datta
sahney@vgsom.iitkgp.ac.in
Ÿ Supervisor-subordinate relationships Phone: 03222-283866 (O) Ÿ Service Delivery: Employee Roles bd@vgsom.iitkgp.ac.in
Ÿ Peer-coworker relationships Mobile: 09434704688 Ÿ matching customer expectations, Phone: 03222-283888 (O)
Mobile: 09932571129
Ÿ Workplace friendship Ÿ matching demand with capacity.
Ÿ Romantic workplace relationships Ÿ service failure and recovery, customer satisfaction and
delight.
Ÿ Customer and client relationships
Ÿ Workplace relationships and society.