The Servqual and Gaps inventor Parsu will speak for half day followed by a major session by an expert on BSC who has the methodology and processes of Kaplan and Norton's Balanced Scorecard Collaborative, on executing the strategy for better profitability. There will be three other speakers to share the experience they have on using the models for delivering excellence and on using technology to speed up implementation.

The proliferation of high-tech gadgets and technology-based service systems is adding to the complexity of serving customers effectively. In this seminar, Dr Parasuraman will offer important managerial insights for dealing effectively with the challenges of delivering superior service and achieving marketing excellence in an increasingly technology dominated business environment.

The seminar will draw upon and discuss key findings from several cutting-edge research studies conducted by Parsu, Kaplan, Norton and CustomerLab, the partners to BSCol in India. Parsu will provide an overview of the GAPS MODEL, a framework for diagnosing service quality problems, and SERVQUAL, a methodology for measuring service quality. He will then discuss findings and implications from his current work on e-service quality and the role of technology in delivering services. Other experts will speak on tools for executing service excellence including BSC-SFO principles, Office of Strategy Management and using technology as an enabler.

Augmenting the aforementioned concepts with many real life company scenarios, and providing ample opportunity for audience interaction, the seminar will provide the delegates with a good understanding of the following: