MDI Murshidabad successfully conducted a Management Development Programme (MDP) on “Service Excellence” for the Senior Executives of Damodar Valley Corporation (DVC).

MDI Murshidabad successfully conducted a Management Development Programme (MDP) on “Service Excellence” for the Senior Executives of Damodar valley Corporation (DVC). The two days training program was successfully conducted at MDI Murshidabad Campus between 04-05 February, 2025. Total participants for the programme were 25.

In today’s fiercely competitive landscape, characterized by rising customer expectations, service excellence has become a significant competitive advantage. Organizations that excel in providing exceptional service foster strong customer loyalty and distinguish themselves from their competitors. To leverage the benefits of service excellence, companies must fully recognize its importance and develop a strategic plan that integrates this customer-centric approach into all areas of their operations. By doing so, they position themselves as industry leaders and trusted partners dedicated to surpassing customer expectations. The objective of this MDP was based on these principles. It aimed to equip participants with skills in relationship management for service excellence, creating a culture of service excellence, measuring gaps in service quality, and managing customer perceptions and expectations. The programme also addressed the roles of servant leadership, encouraging organizational citizenship behaviour (OCB) and trust, building teams focused on service excellence, and understanding the dimensions of service quality in operations and services. It covered topics such as managing the services marketing triangle, using positioning maps to chart competitive strategies, ensuring operational continuity and yield through total productive maintenance and supplier management practices, the three-stage model of service consumption, and innovative design techniques for achieving service excellence.

The well curated course design stressed on application-based exercises and interactive sessions to accelerate the trainees’ learning curve.

The Programme Directors of the Programme were Dr. Biranchi Narayan Swar and Dr. Sunil Giri.

The program was inaugurated by Prof. (Dr.) Ajay K. Jain, Director, Dr. Niharika Gaan, Chairperson-Continuous Education, Dr. Biranchi Narayan Swar, Programme Director, Dr. Sunil Giri, Programme Director, in august presence of M/s. Sumita Nag, CGM (T&D) DVC and Shri. Prabhash Mondal, Sr.GM (T&D) DVC HQ.