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About
Welcome to IIM Udaipur
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Board of Governors
Director's Message
Academic Advisory Board
Ranking and Accreditation
Deans' Messages
Alumni
Social Responsibility
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Mission, Core Values and Culture
Infrastructure And Facilities
Our Campus
Library
Our History
11th Convocation
Our Logo
Programs
Two year MBA Program
Two year MBA Program
Chairperson's Message
Result Announcement MBA 2022-24
Admission Offer Calendar (MBA 2022-24)
MBA Admission Policy
MBA Admission Policy for International Applicants
Important Dates ( MBA International 2023-25)
MBA Courses
Curriculum Design
Second Year Courses
Global Opportunities
Academic Calendar
MBA Fees and Financing
Scholarships
Financial Assistance
One Year MBA - Global Supply Chain Management
GSCM at a Glance
Chairperson's Message
Curriculum Design
Mandatory Courses
Elective Courses
Admissions
Important Dates
Academic Calendar (2023-24)
Application Process
Placement Reports
Fees and Financing
FAQs on GSCM
Advisory Board
Contact
One Year MBA - Digital Enterprise Management
DEM at a Glance
Chairperson's Message
Curriculum Design
Courses
Admissions
Important Dates
Academic Calendar (2023-24)
Application process
Placement Reports
Fees and Financing
FAQs on DEM
Advisory Board
Contact
Post Graduate Diploma in Business Administration for Working Executives (Online Classes with On campus Modules)
Program Overview
Course Curriculum
Eligibility Criteria
Admission Test
Admission Cycle
Fees and Financing
Testimonials
Current Batch Profile (2022-2024)
FAQs
Contact
PhD
IIM PhD Program
Chairperson's Message
Student Profiles
Application Process
IIM PhD Eligibility Criteria
Reservations
Financial Assistance
Selection Process
Academic Calendar 2022-23
Important Dates
Summer Program In Management (SPM)
Introduction
Chairperson's Message
Admission Process
Program Contents *
Application and Program Fees
Program Policies
FAQs
Mahatma Gandhi National Fellowship (MGNF)
Overview
MGNF Programme Structure
Application Process
MGNF Entrance Exam
Student Profiles
Faculty & Research
Faculty
Overview
Dean Faculty & Research
Dean Programs
Faculty Directory A to Z
Faculty Directory by Area
Visiting Scholars
Faculty Area Advisor
Faculty Recruitment
Professors of Practice
Research Chair
Research
IIMU Business Review
Research Ecosystem
Top 4 Rating for Research
Research Portal
Research Papers
Research Projects
Research Seminars
Rise Seminars
Working Paper Series
SPARC
Papers presented by IIMU Faculty
Chapters in Monographs and Books
Conference Proceedings
Invited Talks
Scholars in Residence
Library
Centres
Centre for Development Policy and Management
About
Team
Research Activities - Ongoing
Research Activities (2017-2022)
External Collaborations
Centre for Digital Enterprise
Centre for Supply Chain Management
Consumer Culture Lab
Incubation Center
Centre for Healthcare
Centre for Teaching and Learning (CTL)
Case Studies
Area
Marketing
Conference
IIMU - Booth Quantitative Marketing Conference
International
A Global Perspective
Corporate
Placements
Placement Process
Summer Internships
Final Placements
Calendar
Student Profiles - Two Year MBA
Student Profiles - GSCM
Student Profiles - DEM
Placement Reports
Past Recruiters
The Placement Team
Learning and Development
Industry Interaction
Overview
Netratva - The Leadership Talk Series
Entrepreneurship Support
Management Development Programs
Customized MDPs
Life @ IIMU
Life to the Full
Student Governance
Clubs and Committees
Overview
Functional and Professional
Social and Recreational
Governance and Administration
Photo Gallery
Careers
Media
Publications
IIMU Newsletter
News
IIMU in the News
Events
Jobs at IIMU
Contact Us
NIRF Ranking
Blog
Student' s Education Verification
CAT 2022
U-Digital Perspectives
U Forum - IIMU's Webinar Series
Contact Us
Faculty Directory by Area
Home
›
Faculty & Research
›
Faculty
›
Visiting Faculty
›
Anand Kasturi
Faculty
Overview
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Working Paper Series
SPARC
Papers presented by IIMU Faculty
Chapters in Monographs and Books
Conference Proceedings
Invited Talks
Scholars in Residence
Library
Centres
Centre for Digital Enterprise
Centre for Supply Chain Management
Consumer Culture Lab
Incubation Center
Centre for Healthcare
Centre for Teaching and Learning (CTL)
Case Studies
Area
Marketing
Conference
IIMU - Booth Quantitative Marketing Conference
Centre for Development Policy and Management
About
Team
Research Activities - Ongoing
Research Activities (2017-2022)
External Collaborations
Visiting Faculty
Anand Kasturi
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
website:
www.anandkasturi.com
linkedin:
linkedin
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)