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Mangalore, May 22

THE General Manager (Materials) of Sundram Fasteners, Mr R.N. Bhattacharya, has stressed the need for providing extra value-added services to customers.

Inaugurating a national conference on `Quality in service sector and managerial challenges' organised by the Manipal Institute of Management at Manipal, he said: "Quality, cost and delivery, which was the mantra of marketing a decade ago, is not sufficient now. Customers have to be provided with extra value-added services."

He added that the time was ripe for benchmarking parameters such as failure rate, customer complaints, type of complaints, backlog in delivery, morale of sales and marketing personnel, and quality of services/products produced.

Mr Bhattacharya said that Mumbai's dabbawallas deserve a special mention in providing service to office-goers. The failure rate in their case is one in 16 million transactions.

In his keynote address, Mr R.K. Madhukar, General Manager, Canara Bank, said that India has miles to go with regard to quality improvement.

"Quality, which makes all the difference, is much sought after by customers. The customer will move to the organisation that provides better service," he added.

The Vice-Chancellor of Manipal Academy of Higher Education, Dr H.S. Ballal, who presided over the function, said that it was necessary to provide quality education under the WTO regime.

(This article was published in the Business Line print edition dated May 23, 2005)
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