Addressing the Emerging Trends in Service Operations

When sustainability is the only panacea for the existence of a business, we believe one can create a massive change. To further understand the importance of sustainability for a business, In 2013 FIIB started a campaign with a strong belief that OPERATIONS is the core of all business organizations. Every year OPEX Conclave accentuates the importance for better operational activities in an organization in order to sustain in the growing competitive economy. Extending this initiative we are coming back with the theme of EMERGING TRENDS IN SERVICE OPERATIONS.

FIIB operational excellence conclave

Operational excellence tools & techniques are progressively being used by companies in the “Service”  industry businesses like Banks, Insurance Corporations, Hospitals, Tour & Travels etc. These tools help solve over arching problems like low productivity, inadequate service level, high cost of customer care and too much “waste”, that hamper the day to day operations of a business,  and help them maximize value for customers over time. Various emerging trends in service operations are adoption of mobile technology, integration of cloud solutions, targeting the tech-savvy guests on social media etc.

For today’s service providers, change continues to come at a faster rate. This accelerated change comes as no surprise, given that service providers operate at the epicenter of virtually all the significant technological and business trends that have emerged in recent years. Service providers and their customers are now operating in an application economy, an environment in which applications play an increasingly integral role in the services, operations, and success of an organization. Given the fundamental and fast nature of change that’s been occurring, the reality is that the approach that may have worked for a service provider in the past may not be sustainable in long term.

With global competition at such a dynamic level, any day lost without operations improvement jeopardizes a company’s economic position; status quo and simply leads to failure. To outpace this competitive environment, companies are implementing strategies to establish competitive advantage as a low-cost producer or as a standout through product differentiation. The overall strategic intent is the creation of systems with resources that are capable, flexible and reliable to a performance level that establishes distinctive competencies in quality, efficiency, innovation and responsiveness. This distinctive competency thereby establishes a greater value for both the customer and shareholders.

Thus, Operational Excellence is the need of the hour across the various sectors of global business. OPERATION EXCELLENCE Conclave (28TH OCTOBER, 2017 organized by the students of FIIB of SIGMA CLUB), in the past had been duly addressed by speakers like Mr. MansinghJaswal, Global customer manager at DHL, Mr. Ajitsingh, supply chain manager at Walmart, Mr. Biswadeep Ghoshal, Department manager at Future Group and much more. This year, we will try to understand the sustainable operational initiatives that companies are undertaking to keep abreast of competition and learn how to be sustainable.


  • Student Entry by Kanav Dhingra, Class of 2019


My Business Study Tour Experience

After one and a half year of studying PGDM at FIIB, participating in various college activities, working on Live Projects and doing Internships, finally the day that I had been waiting for arrived, the Business Study Tour with my batch mates to Dubai in UAE. It was a 5 days trip that combined both fun and learning elements. As a student of International Business School with an aspiration of becoming a global business leader, I was lucky to get this once in a lifetime opportunity from FIIB to visit Dubai, which is known as one of the biggest business hubs in the world. Global learning opportunities are rare to come by, this was one of the important criterions for me choosing FIIB for my PGDM.

Global Immersion Program

After reaching Dubai, I was pretty excited and curious about what the city has to offer to me. The Day 1 started with fun and enjoyment as I went for a Desert Safari ride with our group. It was one adventurous ride and I loved it as the car drivers showed stunts while driving and I was impressed with the teamwork and coordination showed by them. After this, it was amazing to watch some fire stunts performed by the local artists and dancers.

Day 2 started with a half day Dubai city tour, where we were explained the history of the city, along with important tourists attraction points, big projects like the al Nakheel, recently completed or under construction, business, and trading centers. Then in the evening, I went for Dhow Dinner Cruise which looked lovely at night in the water. A magic show was arranged by the boat manager for us. I loved the food with music and enjoyed the entire experience with my friends.

Day 3 was more of a serious day, where I went for an industrial visit to Hansa Green Technology factory in Ajman, UAE. Ajman city is completely an industrial belt and declared as free zone area by the Government for new businesses to setup. After reaching Hansa Green Technology factory, one of the factory employees made us understand the entire LED production process, how they are helping the government in street lighting issues, how the factory workers do their job, how the product testing is done by machines and how they are finally sold to end users. They do all the production and selling of LED lights without affecting the environment. He also showed the certifications the companies has received and told us the role and importance of them.  Then in evening we again had a small city tour in a bus. This time we visited and explored both Old Dubai and New Dubai. The tour operator also showed us a huge Golden Frame under construction, where one side there is Old Dubai and another side the New Dubai. The tour operator, being an employee of Al Nakheel, said that they take up all these new big projects in Dubai to attract more tourists every year and generate revenues through tourism.

On Day 4, I went for a university visit in the 1st half of the day. It was Skyline University College, Sharjah. It’s a huge campus and culturally diversity, where students from 202 nationalities study. The Director of the university briefed us about the college. He talked about UAE and Dubai economy. He also discussed the careers and business opportunities in UAE. Then one of the faculty members, taught me about Multi-Cultural Communication, it’s importance and challenges. Finally, I meet the Placement Head of the university. He discussed making a career in UAE, companies hiring MBA graduates, what is the work profile, skills required for employment, how Skyline University College students are trained to handle the upcoming business challenges. I also got an opportunity to talk to Skyline students. The students were energetic and behaved like leaders and are ready for tackle real business challenges. After this, I went for a 2nd industrial visit at Black Tulip Flowers LLC, Dubai. The company mainly deals with supplying premium quality flowers and plants to both B2B and B2C segment in UAE. They are the market leaders in UAE(60%)approx and have both wholesale and retail stores in UAE and abroad to meet the growing demand for their products. One of the employees made us visit the entire flowers and plants factory. He explained the entire production to distribution of flowers and plants by the company. He also gave a formal presentation and talked about their company, their success story, their strengths and challenges. In the evening, I went to Meena Market for shopping and explored different products and their prices and compared them to similar products available in India. I also went to Dubai Mall, saw the beautiful Burj Khalifa and enjoyed the lovely Fountain show.

All good things must come to an end, and it was the 5th Day in Dubai. I packed my bag to finally return to India. The sweet memories and learnings I have experienced in Dubai, will cherish them for lifetime. My overall business study tour experience was great and big thanks to FIIB, for giving me the excellent opportunity to correlate the business concepts I learned in the classroom to the International Business environment. I got to know the application of business models, frameworks and knowledge base I have been exposed during my PGDM program till date. I got insights into the operations, marketing, regulatory compliances of different companies in Dubai. I also developed an intercultural understanding and communications skills needed in UAE. This trip helped me see a different part of the world, meet new people and helped me know how businesses are managed in a country like UAE.

Student Entry by-

Akash Patra, Class of 2018


Learning Marketing Strategies at FIIB Marketing Fair

National Marketing Conference (NMC)  dealt  with  informative discussions among experts in the panel including an inspection of how it is possible for business schools to teach the subject of marketing from contemporary marketing perspective in  a way that the relevance and quality of teaching and research in marketing practices become useful to business community, faculty, and the students.

On Sep 9th 2017, NMC was held in our college that made us learn various marketing strategies from two sessions. In the first session, I learned through the discussions and paper presentations made by the marketing professionals. Whereas in the second session, I learned how to apply these strategies as FIIB gave the opportunity to the students to present their stalls in the Marketing Fair.

Marketing Fair gave me the opportunity to present my creativity, recreation, knowledge skills all together through Marketing stall where I sold unique products and experienced the idea of being a marketer personally. FIIB campus is one place which gave us the platform to show our specialty. I along with team members presented a food stall named as “Korean Pat Bingsu”. Patbingsu is a popular Korean shaved ice dessert with sweet toppings that includes chopped fruit, condensed milk, fruit syrup and red beans.

I followed the” Marketing Mix” concept for our food stall which consists of 4Ps and they are:

The first important thing is the unique food provided by my stall i.e. two Korean dishes i.e. Patbingsoo and Kim Bap also known as sushi and other than that I also provided food items like red sauce pasta, muffins and choco truffle pastries. All these were homemade by me.

Pricing of our food items were dependent on the various items I was providing like I sold Patbingsoo at Rs.30/plate and Pasta at Rs.40/plate. Major consideration in my pricing is the costing done on the basis of the crowd we were having.  I got the opportunity to present myself as the marketer and supply my food products in the college campus through our food stall and sold food items to everyone present at campus including teachers, students, and the guests.

I promoted my stall by doing social media advertisements through Facebook and Whatsapp, pasting pamphlets in the college corridors & canteen and informing people about my stall in my network.I focused on building relationships with my customers instead of trying to just sell them my food items. Customers who loved my items had spent more on our stall by tasting my food items and taking those items along with  them for their families.

Student Blog Entry by:

Sujata Dubey, Class of 2019


Towards Meaningful Corporate Governance – What I learnt!

As a management student, any exposure to the corporate world is a great learning experience. Industry visits and seminars give us immense exposure to Industry standards, Interacting with corporates and understanding their views on how corporate life unfolds and what corporates expect from us as fresh management graduates. This tends to offer exceptional guidance to us for our career goal setting phase.

We were given such an opportunity by the college on the 4th of July. An opportunity to attend the 7th Subir Raha Memorial Lecture. It was a great learning experience for all of us, attending an actual corporate seminar with many distinguished dignitaries being present. This event has been held every year for the past 7 years in the memory of Late Mr. Subir Raha, Ex-Chairman and M. D. of ONGC. He also served as president of Global Compact India Limited. He led ONGC on to deep exploration especially in the deep waters of India. He made ONGC a global level company in terms of integrated energy.

The chief guest of the lecture was Mr. Meleveetil Damodaran. Mr. Damodaran has had an illustrious career. He was Ex-Chairman of the Securities and Exchange Board of India (SEBI). He also served as an officer of the Indian Administrative Services, Manipur – Tripura cadre and also served as Joint Secretary of the Banking Division in Ministry of Finance (India) for 5 years. He spoke on the topic of corporate governance. He mainly stressed upon the simplification of laws for better understanding. The present laws are actually provided in a complex way which gives people the opportunity to find loopholes and by-pass laws. He went on to say that the lawyers and C.A.s of the companies should provide proper disclaimers and disclose all necessary information in a clear and concise way. He provided some thought-provoking examples such as the better representation of women in top posts in the corporate world and verification of laws and policies by the legal advisors. After this, he was open to queries.

We really learned a lot from this lecture. The views presented by the distinguished dignitaries gave us an opportunity to get a closer look into the corporate world that exists today.

By – Himangshu Khound

Class of 2019


The Scope and Future of Blended Learning in Management Education

Blended Learning in MBA


In recent times, education systems worldwide have seen a massive paradigm shift with the advancements in modern technology. Blended learning has become the new catchphrase in the global education space.

Hybrid or Blended learning is a form of education system in which students can learn subjects online by watching video lectures at home and studies can be done in class with teachers and students discussing and solving questions. By incorporating information technology into class projects, communication between lecturers and students can be improved and students can better evaluate their understanding of course material through the use of computer-based qualitative and quantitative assessment modules. Blended learning can enable students to become active learners through reasoning and concept application and also allow increased student interaction with peers and instructors. By keeping students engaged in class, it can decrease distraction, enhancing retention and application of acquired information. According to a research, a sizable number of students expressed satisfaction with blended learning and found it to be a relevant and effective learning approach.

Scope and Future of Blended Learning:

  1. Greater time flexibility, freedom, and convenience by working part of the time online from home.
  2. More interaction with the instructor and fellow students.
  3. Access to unlimited updated resources available through the web.
  4. Enhance skills in time management, critical thinking and problem-solving.
  5. Increased success as measured by fewer course withdrawals and higher grades.
  6. More participation in classroom discussions and ability to choose environment-Online or Face-to-Face, in which they feel more comfortable.
  7. More time to reflect and refer to relevant courses and other research materials.
  8. 24/7 access to online course materials.
  9. Receive more frequent feedback from their instructors.

Innovative, dynamic and efficient, blended learning certainly has a promising future in the realm of higher education. For it makes the learning experience collaborative and immersive, it has the power to not only revamp contemporary educational models, but also implement unique ones.

Student Entry by Akash Patra, Class of 2018


B-Involved: The Student Employability Skill Enhancement Program

FIIB has started a unique student employability skill enhancement program->B-Involved. It offers a platform to the students to enhance their soft skills, be employment ready and stand out from the crowd helping them to boost their self-confidence. The program offers immense benefits to students for participating in extracurricular activities including the FIIB club activities. The aim of the initiative is to groom students for finest placements and help them become successful managers in future as they learn through non-academic activities in the campus.

In FIIB there is a number of Students’ Action Committees to cover various professional and administrative activities. These Committees, each headed by a faculty member/officer, provide an excellent forum to strengthen managerial capabilities through the practical application of life-size projects outside the classroom. With a view to promoting a student-driven culture at the Institute, it is recommended that students participate in these committees to assume greater responsibility, assume leadership roles and promote constructive activities within the FIIB community.

  • Each club has 3 co–heads elected from each batch and the positions are for a one-year term.
  • The Institute provides seed fund each club with a starting corpus; however, clubs have to strive to raise sponsorships for the specific events they organize.
  • Annual activities for each club could include:
    • Organizing conferences/seminars in their relevant area
    • Regular distinguished speaker series
    • Workshops for skills and career development
    • Relevant social events that enrich the entire community
    • Career fairs
    • Contests
  • The officers for each club are required to present an annual plan for their particular club at the beginning of their term; periodic follow-ups on these plans are conducted.

Every FIIB student has to get enrolled in this program but he/she needs to score the basic points to stay in the program. The points slab is given below and has to be scored by the student during the entire academic calendar.

Slab Points Benefit
Basic 50 Become eligible for scoring a Bronze/Silver/Gold
Bronze 100 Eligible to redeem the benefits offered at this level + upgrade to the Silver level by scoring more points
Silver 150 Eligible to redeem the benefits offered at this level + upgrade to the Gold level by scoring more points
Gold 200 Redeem the points for splendid benefits like FIIB Linkedin endorsement, Sponsorship for participating in an external conference, achiever badge etc.

Employability skills enhanement

The program not only covers activities like participation in guest lectures, attending a conference at FIIB, attending events-both national and international, writing blogs on FIIB events, completing feedbacks on time but also covers various extra-curricular activities which are conducted in the FIIB clubs from time to time.


Should meetings go the way of the dinosaur?

Meetings are an integral part of any organization. Meetings provide a platform where executives can interact with each other and take decisions regarding key problems. Besides this, meetings also provide a safe environment for all who would be present in order to speak openly.Management Meeting.

But in today’s business environment, there is a huge subsection of employees who view meetings as a waste of time. I wouldn’t say they are wrong because meetings nowadays tend to be so extensive and laborious that they end up merely consuming one’s time and energy.

But even so, meetings cannot be avoided because they act as a check on the progress of the organization.

Let’s look at a few reasons why meetings play an important part in any organization:-

  • Better decisions – Although there are few instances where decisions are not made at meetings due to some reasons, but most of the time meetings play a vital role in the decision making process. This may be due to the fact that in the setting of a meeting, different individuals are able to put in their own perspectives which sometimes shed light on some key issues which are being pondered on.
  • Better resolution of conflicts – Conflicts are expected to arise in any professional environment. Sometimes these conflicts don’t get resolved and they end up inflicting damage on the work environment. Meetings provide a safe environment for the conflicting parties to sit down and discuss their problems and reach a mutually accepted decision.
  • Thorough follow-up and follow-through – What is actually important is not what happens during a meeting, but what happens after it. The decisions taken during a meeting give purpose and direction to employees. They feel more motivated because they are given an opportunity to present their individual ideas and perspectives and in the process are made to feel important and a part of the team.

I believe there is truth in the fact that meetings do take up a lot of time but at the same time meetings are important and they need to be conducted at regular intervals. Meetings have more merits than demerits. However, there are a few steps that can be taken to ensure that meetings are more productive rather than time consuming. Here are a few tips to make workplace meetings more effective:-

  • The objective of the meeting should be precise and it should be understood by all who are present for the meeting.
  • Only invite those individuals to the meeting who are relevant for the topic being discussed.
  • Start and end the meeting punctually so as to wrap up the work in a timely fashion.
  • Ensure there are break intervals during the meeting to negate wavering attention and boredom.
  • Avoid using PowerPoint presentations. A visual aid is usually helpful but a PowerPoint presentation tends to become the oft-used crutch by a weak speaker who struggles to engage the audience without it.
  • Closed boardroom meetings might be the norm in a workplace, but in a one-on-one scenario doing something different might actually be beneficial. For example, talk-and-walk nature meetings are becoming very popular in recent times.
  • Make sure meetings don’t end up being mundane and sad. Efforts should be made to keep the atmosphere a bit light so as to keep everybody’s attention on the topic at hand.
  • Unless it’s absolutely necessary, avoid using your laptops for the duration of the meeting.

Student Entry by – Himanshu Khound (Class of 2019)


Unlock the Power of Internship

Before anything else, here’s a scenario:

Google HR exec – Sanjeev and Rajeev, you both have been shortlisted. Tell me why should I hire you?

Sanjeev – I have excellent grades, 2 presentations, 1 department project, excellent co-curricular experience and a recommendation letter.

Rajeev – I have all that, plus I did a summer internship at Microsoft.

Google HR exec to Rajeev – You’re hired!

This short but highly probable conversation underlines one very important fact: Howw crucial an internship is in one’s career.

The internship at FIIB

What is it?

An internship is an opportunity offered by an employer to fresh graduates to work at a firm for a limited period of time. It’s a job before the actual job; a peek into your career before it actually starts. You will go to the office, have real responsibilities, learn new skills while utilize your existing ones and get paid.

Why should you?

  1. Work ex – matters – According to a survey, 44 out of 100 employers value relevant work experience more than any other qualifications while recruiting.
  1. Apply classroom knowledge to real-life situations – Internships give a way to utilize your knowledge base and expand it by applying it in situations where the outcome is not the number of marks you score in an exam but something that could affect a whole company.
  1. Discover interest and passion – Internships can be used as tool to identify and discover what you would be good at. Say, you are hired as a marketing intern at a company that exposed you to content development. Now, if you like writing, but never gave it a serious thought as a career catalyst, this internship can help you develop the necessary skillset required to become a content developer.
  1. Opens many doors – When you go out looking for your first full-time job, make no mistake, an internship can and does open many doors for you. Your internship experience could be that differentiating factor to get you hired. (as is apparent from the scenario cited above). Pro Tip: make sure to get a recommendation letter from your internship mentor. That will do wonder for you!
  1. Earn college credit and even money – It’s a win-win situation any way you look at it. You not only get extra credit points at the college for your internship but also get to earn your pocket money. I can’t think of a better deal than this, can you?

When should you?

 Companies hire interns round the year, so ideally you can apply aanytime However, it is best to contact your college’s career cell that manages and oversees the internship cycle to initiate the process. For better flexibility, you can also opt for work-from-home internships, but know that if these are not part of your college scope, you won’t receive any credits or time leniency. Money and work ex, though, you will surely get.

How should you? 

  1. You could talk to the career cell of your college. They are in constant touch with employers and a word of recommendation from your professor will act as a catalyst.
  2. Use the internet and search for internship openings on sites like internshala.com, letsintern.com and many more. Many company websites also post internship requirements and ask you to mail your resume directly to them.

Things to remember

  1. Think long term, rather than short term.

While many internships offer stipend or monetary compensations, not all do. So, it’s advisable to not keep money as the top priority. The sheer work experience you receive from a non-paying internship can sometimes help you land a big package first job.

  1. Make mistakes but learn from them.

 For an internship is your first foray into the business arena, mistakes are bound to happen. You should just ensure not to get disheartened or demotivated by them. Always remember that your office seniors and mentors (both in college and office) are there to guide you and correct your course. But yes, constantly making the same mistakes over and over again is not appreciated. So, learn from them…and make new ones.

  1. Treat it as a stepping stone and not a summit.

 Of course, if you do rockstar work during your internship, you could get hired by the same employer full time, too. Still, it’s best to remember that an internship is just you dipping your toe in the ocean that the business world is. Your internship mantra should be: to work hard and smart, to discover and develop your skillsets, to broaden your business network, and then once it’s finished, to explore further and further.

In short, an internship can pave your way to that dream job. It can change your life.

So, stand out. Find an internship today.

Student Entry by – Akash Patra


My Internship with Paharpur Group

FIIB has been constantly contributing to my development as an aspiring HR professional. My job responsibility is an end to end recruitment and a major part of my job involves around receiving a vacant position from the various companies of the Paharpur group along with a Job Description that defines my search criteria to hunt for the relevant candidates. I use Naukri.com to source CVs and calls are made to the potential candidates to verify their eligibility and validate their interests for the new job. Only after connecting all dots between the company criteria, job description and the apprehensions & skills of the potential candidate is the candidate called for the first round of interview, which is generally an IQ test.

I am approximately halfway through my internship period, and it has been a great learning experience so far. The 1st year spent at FIIB has facilitated me very well in spending my time in a corporate. The myriad of subjects that were taught in 1st year relating to the basics of business and corporate environment and knowledge of various small operations and processes that constitute a business have proven to be extremely helpful. I was also provided with the necessary guidelines and training before I assumed office and that has helped me in maintaining a balance between office, college, and personal life.

Although I’m in the HR department, knowledge about other departments does help in understanding how corporate functions. For ex-

  • Business Statistics helped in understanding the huge return on investment given by Naukri.com by providing access to over 50 million CVs thereby saving a huge time on headhunting and random calling.
  • Organizational Behavior and Human Behavior in Organizations facilitated in knowing the various functions in HR and how people tend to behave in specific work environments, and also how to see the other side of things or looking at situations from a different angle.
  • Operations Management helped in realizing that Operations are a part of each core function of a business.
  • Business Ethics made me think about the difference between the conventional way of doing things and the best way of doing them. This subject has and will always be a part of my development- both professional and personal.
  • Strategy Management has enabled me to identify the pertaining business practices in the office, and again allowed me to ponder on the best way of performing functions.
  • Change Management allowed me to accept changes, whether good or bad in the best possible way so that my learning and performance are hampered the least.

The first year at FIIB has been vital in grooming me up for the corporate world and establishing a firm ground on which I can lay my for my career foundation on. However, the key takeaway here is that if you are willing to learn, step outside of your comfort zone and expose yourself to new situations and experiences, you will be given ample opportunities and learnings on how to further improve and develop yourself.

-Student entry by Shiva Verma


My Acculturation Program Experience

In the past one year at FIIB, I have participated in many events, but in terms of fun, excitement and learning, this 2-day Acculturation Program was something else entirely. Acculturation means understanding and assimilating the culture, values, tradition and psychology of a different country. This year, the students from Sam M. Walton College of Business, USA, visited our campus for the same. What an amazing experience it was! My teammates from Sam Walton—MacKenzi Owens, Elizabeth Arredondo and Chris Sheldon—were the loveliest people I have ever met in my life. They were really friendly and very funny. My two-day journey with them was totally amazing.

Day 1 started with some business lectures followed by a cultural program in which students from both colleges participated. It was a very entertaining program that acted as an icebreaker between us. We were then appointed teammates, with whom we took some selfies and started our Learning Day activities. We traveled to 3 different places in Delhi, i.e. Iskcon Temple, Lajpat Nagar Market and DLF Emporio mall to understand how management of various activities is done at these places. We also understood how marketing, financing, and operations is carried out there. My teammates were curious to know how religious Indians are, how businesses run and compete with each other, how efficient is our government, social issues Indians face, Indian food and languages spoken by us, and much more. I was happy that I was able to answer all the queries they had in their mind. Even I asked them a few questions about their country, which they happily answered. In between, we also had a nice lunch which they absolutely loved. All in all, by the end of the day we had learned about management system adopted by Iskcon Temple, product pricing strategy and promotional techniques used by business owners at Lajpat Nagar Market and luxury marketing and operations management at DLF Emporio mall. After returning to college, all teams had a pizza break followed by presentations in the auditorium in which we shared our day’s learnings. My teammates were super happy when we were declared winners. We also received Rs.3000 as cash prize.

Day 2 began with Amazing Race, in which each team had to reach a specified location in Delhi using five means of public transportation, with the winning team being the one first to reach. We were given some money to spend for transportation. This was most exciting for my teammates because they had a gala time travelling in auto, bus, E-rickshaw, cab and metro. But, since we could not find the appropriate route to the final destination, we lost. We were disappointed yet joyous at the same time. My teammates also went for shopping and purchased some Indian ethnic goods. Finally, we all went to Hauz Khas Village to party hard.

All the students of Sam Walton College loved the things we did for them. While bidding goodbye, we also exchanged gifts and thanked each other for the wonderful time. As now we have become good friends, we will stay connected even if we live miles away. I would like to thank FIIB for giving me this amazing lifetime experience through this Acculturation Program.

Student entry by – Akash Patra

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