The centrality of customer in organization's success cannot be overemphasized. In the competitive world where any differentiation edge gets neutralized quickly, more and more organizations are enhancing customer value by adding service component to their products. Today we have very few successful pure product companies. Further the frontline sales and services employees become the important source of customer voice which can shape the organizational strategies. Even within, the organizations have tried to develop service culture with the concept of internal customer. Therefore employees customer orientation is critical across product, service, and manufacturing organizations. Human capital becomes very critical in implementing customer oriented strategies. In some industries like services industry it becomes all the more critical because of the real time interaction between frontline employee and customer for the production and consumption of the service.
This program takes the customer oriented view about managing human resources in manufacturing, services, and sales organizations. Because of the centrality of customer in services, it has large service industry component. The program tries to address important issues of acquisition, retention, and management of talent and knowledge. It also deals with specific issues of representative industries like healthcare, IT/outsourcing, financial services/professional services, sales, and manufacturing.