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Visiting Faculty

Anand   Kasturi
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Anand Kasturi
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Marketing

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  • 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).

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+91 80 41152288

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
  • Deep expertise
    • 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
  • Wide range of industry experience
    • 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
  • Delivered to audiences from across the world
    • 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
  • Offer services in three areas -
    • 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)