Faculty Directory by Area

Marketing

Ph.D.(Services Management) - The University of Buckingham, Buckingham UK (2004).
PGDBM - Indian Institute of Management Bangalore, India (1986).
B.Tech - Indian Institute of Technology Chennai, India (1984).

+91 80 41152288

anand@anandkasturi.com

Contact

Work Experience

Consultant Trainer - Independent professional, working with clients across industries/ geographies primarily in the area of Customer Service(1994 - present).
Wipro Corporation - Head, CHRD(1991 - 1994).
The Taj Group of Hotels - Started in Hotel Operations, moved to Training(1986 - 1991).

Strengths - Services Management

More than 20 years of experience in the area of building 'customer-centric' cultures, managing 'service excellence'
Experience is rich - with both practical and academic underpinnings.

Worked with organisations like Philips, Oracle, Deutsche Bank, Vodafone,Novartis, Aon Hewitt Consulting and Accenture
With a PhD in this area, and having taught B-school students for more than 12 years, practice is enhanced with a strong academic/ research orientation

Worked with organisations in Telecom, Tech Support, Pharma, Financial Services/operations, Healthcare, Hospitality, Government, FMCG and Retail
Can relate to any organisational/ industry context very comfortably

Have offered workshops in Asia Pacific/ Indian Ocean (Japan, S Korea, Australia, China,Taiwan, Singapore, Philippines, India, Seychelles), Europe (Germany, UK) and the USA
Received very positive feedback on both content and methodology from all geographies

Transformation programmes - working with senior leadership to build/ operationalise a 'service strategy'
Service management tools - provide selected managers/ executives with tools and other support for them to implement customer-centricity initiatives
Create shared alignments/ mindsets - cascading workshops to help individuals reflect, brainstorm, share and commit themselves to 'customer centricity'

Executive Coaching

Member, Business & Executive Coaching Foundation of India
Is a certified Executive Coach, and has provided executive coaching services to senior leadership - both organisation-sponsored as well as self-paid
Coached managers from Accenture, Bosch, Schneider Electric, Vodafone, HP & Aditya Birla Group

Publications/Presentations

Kasturi, Anand (1996) Working at it - there's more to service than meets the eye. Praxis V1 N2, Oct-Dec, pp68 - 73
Kasturi, Anand (2003) Internal Processes in Services and Customer Relationships. IIMB Management Review V15 N3, Sep, pp82 - 88
Ojha, Abhoy K, and Kasturi, Anand (2005) 'Successful' Call Centre Employees: Understanding Employee Attributes and Performance Evaluation Processes. IIMB Management Review V17 N2, Jun, pp 93 - 102
Mahesh, V S, and Kasturi, Anand (2006) Improving Call Centre Agent Performance: a UK-India study based on the agents' point of view. International Journal of Service Industry Management V17 N2, pp 136 – 157

Research & Teaching Experience

Teach B-school students Services Marketing & Management at IIM Bangalore (1998 onwards), and other B-schools (IIM Udaipur, Woxsen School of Business)
Doctoral research in the area of Service Management – the frontline service employee (call centre agents), across two sites - one each in India and the UK (1998 - 2004)
Research seminar offered at the University of Buckingham (jointly with Dr Tony Lawson) on Critical Realism (2004)
Presented a talk on "The Effective Call Centre Agent" at Cornell University, Ithaca, NY (2004)
Supervised student work in the area of services management at IIM Bangalore (2005) and the University of Buckingham (2004 - 2005)
Presented a talk on Motivation and Quality to design students of Stanford University (2007)