V S Mahesh

V S Mahesh: Silence from the front lines

Customer complaints reduction is not an indicator of customer satisfaction

V S Mahesh: Step-mothering services

An emphasis on manufacturing is all very well, but India cannot ignore the promotion of service industries

V S Mahesh: Caveat service emptor

How to judge a service organisation before you become its customer

V S Mahesh: Michael Porter's last lesson

Consulting practices developed for manufacturing are disastrous when applied to service companies

V S Mahesh: Punishment and deterrence

Companies must be strict about employee crimes, or else they risk losing their customers' trust

V S Mahesh: The people that count

For service firms, a satisfied staff and inspired leadership are crucial

V S Mahesh: Hospitals are not factories

Hospitals can learn from other service industries how to better serve their primary and secondary customers

V S Mahesh: Back to service school

Management institutes have to rise to the challenge of teaching how to run service-centred businesses

V S Mahesh: The service ethos and the state

The world's crisis is India's opportunity - if its government learns the rules of the service game

V S MAhesh: First time, every time, on time

One way to simultaneously save 30% of costs and win markets is to prioritise reliability

V S Mahesh: The service of blind imitation

Indian companies must avoid the errors in the West's models for managing services

V S Mahesh: The price of poor pricing

Determining the price of a service is uniquely difficult, and most service organisations get it wrong

V S Mahesh: Managing the service moments of truth

Front-line staff are crucial for service quality. Empower them, don't micro-manage