V S Mahesh

Customer complaints reduction is not an indicator of customer satisfaction

An emphasis on manufacturing is all very well, but India cannot ignore the promotion of service industries

How to judge a service organisation before you become its customer

Consulting practices developed for manufacturing are disastrous when applied to service companies

Companies must be strict about employee crimes, or else they risk losing their customers' trust

For service firms, a satisfied staff and inspired leadership are crucial

Hospitals can learn from other service industries how to better serve their primary and secondary customers

Management institutes have to rise to the challenge of teaching how to run service-centred businesses

The world's crisis is India's opportunity - if its government learns the rules of the service game

One way to simultaneously save 30% of costs and win markets is to prioritise reliability

Indian companies must avoid the errors in the West's models for managing services

Determining the price of a service is uniquely difficult, and most service organisations get it wrong

Front-line staff are crucial for service quality. Empower them, don't micro-manage