The Hindu Business Line : Dr Sunil Unny Guptan, Touching Lives Consultancy; Malla Reddy Institute of Technology and Science, Dulapally

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Dr Sunil Unny Guptan, Touching Lives Consultancy; Malla Reddy Institute of Technology and Science, Dulapally

Dr Sunil Unny Guptan of Touching Lives Consultancy delivering the lecture at the Business Line Club in Hyderabad.

Our Bureau

Hyderabad, Dec. 1 Why do all the Kamat hotels in India, whether they are in south, north, west or east, offer food with similar taste? Similarly, railway stations in India smell, look the same and offer almost the same services.

The reason is because organisations are customer-centric and they want to keep their customers comfortable wherever they are, said Dr Sunil Unny Guptan of Touching Lives Consultancy.

Delivering a guest lecture at the department of business management, Malla Reddy Institute of Technology and Science, Dulapally, organised by the Business Line Club here recently, Dr Guptan pointed out that organisations exist to serve. They have their own visions, missions and objectives.

Generally, they have a profit motive. They work within a framework, rules, protocols, etc. All these are made for making the customer comfortable, he said.

Talking on managing relationships in organisations, Dr Guptan discussed about characteristics of an organisation, relationships in organisations and how to manage those relationships.

Every organisation should have a structure that should facilitate in achieving the organisational objectives. The success of an organisation depends on the standardisation of the structure, he said.

To understand the concept of customer comfort, Dr Guptan advised the students to visit a Government-run khadi store and a private retailer who sells khadi clothes.

Organisations have a network of relationships that are formal and informal in nature. Any relationship will never end, it exists forever. However, it may not be active. All the relationships have three parties, the third one being the relationship itself.

Relationships do not grow by themselves; they need constant nurturing and monitoring. Managing relationships is paramount to the success of the organisation, he said.

“Do not wait till the relationships breakdown, constantly monitor your relationship. Periodical diagnosis, like a wise person who visits a doctor before he is actually sick, is imperative in a long-standing relationship,” Dr Guptan cautioned.

Organisations should invest time in maintaining the relationships and ensure maximum communication with all the personnel. They should equitably share the information with all of them.

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