Dear Readers,
Service Operations and Service Delivery are two major components of a management education system. Appropriate & Timely Services, of all approval, monitoring and regulatory bodies like AICTE (Board of Studies & Inspection Team), Universities (RU, RTU, JNVU, MDSU & its execution policies) and affiliated Private Institutions (entrepreneurial value system and control & autonomy), constitute an operational environment in which inputs are processed and the elements of service product, i.e, management education, is created. Credible Services of the academicians & administrative staff constitute the most crucial element of service delivery (i.e, how the service product is delivered), in building quality perception & responsiveness of the customers / management students.
In the context of Management Studies Service System, MBA program or diploma or degree is the key Product, Semester or Annual Fee Structure is the Price charged by the customers i.e, Students, Use of Approvals, Grade, Rankings, and Accreditation of the institutions in printing material, publicity & advertisement are the Promotional aspects of any institution providing management education, Directors, HOD, Academicians, Administrative Staff, IT officials, Security are the People who provide services to the students, Infrastructural facilities or aesthetics, Branding of the Institute, Mark sheet & Degree documents for Physical Evidence, and ultimately the whole schedule of lecture deliveries, course coverage and all activities for cognitive development of the students/customers involves the whole Process of service delivery. Delivery of Management Education is categorized as highly intangible and mental stimulus service process directed at consumer’s mind i.e, students mind. Management Education is more concerned about Value-based quality imparted to future managers, so as to ensure minimum level of competency. Management Education is about shaping up the student to develop competency and capability either as an Intrapreneur or Entrepreneur or General Managers or Global Managers for the corporate world. The program is just a gateway pass to the corporate world where managers are evaluated on ‘result based performance’.
The paper emphasize the role of elements of service operations as well as service delivery system. The inclination of AICTE is always on the fulfilling the needs of students and maintaining formal relationship with the service providers but not on the academicians to secure their dignity, career & security, especially in private owned institutions. Institutions should take admission only after evaluating the determination power & career aspirations of the candidate, his social standing and well guided career counseling. Each Youngman is a diamond of the nation and to polish accurately is the job of education sector. Role of knowledge facilitator’s i.e, the noble profession of academicians plays a major and foremost role in delivering actual quality standards of management education. Apparently, satisfied individuals always underperform despite of high caliber and capacity; the same is true about majority of University professors in India. The remuneration received by University academicians is actually public money and now it is high time to justify their portion of intake through improving the quality of education they imbibe in studetns. And the academicians in private institutes could not perform up to the standard, and even if they, the percentage is very low. This interdependency of all components of the system has to be strengthened through unified commitment. There are many more factors highlighted in the paper which states that every drop, if accumulated, could make a big ocean – an ocean of young talents in business world. Being part of the observational research process, the paper presented is through central routing of the brain as per the ELM model, having a major impact on the left part of the brain as well.
Thank you for sparing your precious time in reading. Your comments are valuable for me.
Raghvendra / s/o Sandeep Singh
Jodhpur
