Sales and Service, as a vital pivot of the economy, has been making a preponderant contribution to national GDP worldwide. Accordingly, this segment is expected to have a continued need for specialized talent who are geared to serve different sectors, consistent with the complexity introduced by the emergence of tech-dependent sectors such as quick serve-commerce, a large and diverse customer base, higher customer expectations, and newer channels of sales and service that go beyond the physical environment.
The Career Track in Sales & Service is a power-packed learning opportunity for students of PGDM aspiring to step into the exciting world of customer-facing and channel-facing roles. Our endeavor in this program is two-fold. First, provide best-in-class learning opportunities to prepare the students through a carefully curated curriculum, details of which you would find in this brochure. Second, offer ‘plug and play’ talent to the industry that is ready to take responsibility from the moment they step into an organization, much unlike commonplace management programs from which fresh pass-outs require a long investment in training before they are ready to deliver. At the centre of this Career Track is role-based readiness, in which a conscious attempt has been made to map the competencies with the critical skills required for each role bucket, and academic interventions have been mapped to prepare the student for such roles. The coursework in this program is delivered by very renowned domain specialist faculty.
A very important component of Sales & Service Career Track is Learning by Solving. Groups comprising of faculty members and students, don the hat of consultants to work on real business problems sponsored by the industry and propose solutions in a time-bound manner that fit the needs of the sponsoring organizations. In the process, it provides an invaluable learning opportunity to the students.
It is our pleasure to invite you to look at the Sales & Service Career Track at JAGSoM in greater detail in the subsequent pages and to partner with us to source your talent from this PGDM Career Track.
Associate Professor &
JAGSoM is distinguished by a unique Curriculum 4.0 aligned to the needs of Industry 4.0. The Curriculum is designed to groom ‘T-shaped professionals’ for new-age roles in new-age companies and is delivered through the unique pedagogy of ‘Learning by Solving’.
The PGDM program at JAGSoM is delivered by domain specialist faculty, with professional experience in the industry.
JAGSoM conducteda joint study in collaboration with the National Human Resource Development Network (NHRDN) to identify the unmet needs of the industry and the skills required for Industry 4.0.
The culmination and analysis of the results of the JAGSoM-NHRDN study revealed that successful professionals of the future will be ‘T’ shaped professionals, combining both a l wide breadth of knowledge across areas and in-depth knowledge in a specialised area.
The main focus of Curriculum 4.0 is to groom T-shaped professionals for new age roles in new age industries.
As illustrated in the figure above, the top bar of the ‘T’ represents the broad skills such as the people skills, the social skills, and an appreciation of multi-functional capabilities and how the functional areas play among themselves.
The Practice Courses at JAGSoM form an important part of the pedagogical interventions and are accorded great priority. Almost one third of the total credits in the entire PGDM program is assigned to practice courses. The Practice Courses are ‘Hands – On’ and serve to ensure that students get ready for Industry 4.0.
The Majors, Minors and the Career Tracks make up the Vertical bar of the ‘T’.
In order to ensure that studentsare ready for Industry 4.0,Curriculum 4.0 includesCareer Tracks aligned to their professional goals. Students do a deep dive immersion in their Career Tracks to acquire the required competencies and critical skills to become industry ready.The Career Tracks enable the students to achieve depth of knowledge and skills in a specific area pertaining to Industry 4.0.
The Curriculum 4.0 of JAGSoM includes 4 Majors – Marketing, Finance, Analytics & Digital Business and HR, as well as 7 Career Tracks in MarTech, Sales & Service, FinTech, Capital Markets, Banking, Business Analytics and Digital HR.
JAGSoM’sCurriculum 4.0 is delivered through the unique pedagogy of ‘Learning by Solving’ where students work in groups to solve real life problems supported by Industry partners and mentored by domain specialist faculty.
The pedagogy of ‘Learning by Solving’ is operationalized by an integrated pathway consisting of 3 Key Interventions, in which every student at JAGSoM’s PGDM program participates.
Research/Innovation Incubation (RI/II): Students work in small groups either on Research Projects or Start-Up Ideas, under the guidance of faculty mentors.
In the Research Incubation practice course, the focus is on research topics that impact practice where students get an in-depth understanding of various domains through sector and company analysis. The Innovation Incubation practice course is aimed at developing the entrepreneurial mindset of students and at providing them a structured path to creating and launching their own startups.
Career Track Program & Request for Problem (RFP) Project: The same student groups from the Research Incubation and Innovation Incubation practice courses then move on to work on a live industry project in the Career Track program. Students select a Career Track aligned to their professional goals and do a deep dive immersion to acquire the required competencies and critical skills to become industry ready. Career Tracks are offered to students in MarTech, Sales & Service, FinTech, Capital Markets, Banking, Business Analytics and HR-Digital Transformation.
The ‘Request for Problem’ (RFP) project is an integral component of the ‘Career Track’ Program. Each year, JAGSoM invites industry partners to refer business problems that they are currently facing which student consulting teams help to solve, each led by a fulltime faculty member (or an interdisciplinary team of faculty members).
Industry Internship Program (IIP): The final step in the pathway is a 3-month long Industry Internship where the students intern with new-age companies to get hands-on experience. The IIP is an intensive immersion, enabling the students to apply the domain knowledge acquired in Research/Innovation Incubation, Career Track and RFP projects, while also understanding real-world industry applications.
A life-skill and lifestyle-oriented course that addresses issues of wellness and essential skills, like communication, negotiation, and cross-cultural orientation, to groom a holistic individual.
Corporate mentors guide students in goal setting and realization of their professional aspirations.
This course aims at enhancing the ability of students to address the challenges of collaboration, conflict resolution, timely and cost-effective execution of critical activities to achieve specific milestones in institution building activities.
Students undertake immersions with NGOs in rural areas. Students learn to design solutions for social problems through a Techno Economic Viability study, thereby enabling sustainable, socially positive, and measurable impact on UN Sustainable Development Goals.
In the Research Incubation practice course, students work in small groups on Research Projects under the guidance of faculty mentors. The focus is on research topics that impact practice where students get an in-depth understanding of various domains through sector and company analysis.Thispractice course is featured by AACSB in the list of best practices in the Asia Pacific.
This course empowers the participants to develop an entrepreneurial mindset and enables them to tackle business problems & challenges through creativity and innovation.Students work in small groups on Start-Up Ideas under the guidance of faculty mentors.The Innovation Incubation practice course is aimed at developing the entrepreneurial mindset of students and at providing them a structured path to creating and launching their own startups.
The PGDM program concludes with this 3-month long internship providing a transitioning bridge between theory and practice. The Industry Internship Program (IIP) is the final component of the RI-RFP-IIP Integrated Pathway for ‘Learning by Solving’.
Masterclass on Service Excellence
Customer Acquisition and Journey Management
Harnessing the Power of Sales Force
Sales & Service Analytics
Capstone RFP Project
This experiential workshop will focus on how to prepare for a field sale, stakeholder identification, effective pitching techniques, objection handling, and closure. It will broadly cover the following:
Prof. A. Parasuraman (“Parsu”) is Emeritus Professor and the James W. McLamore Chair in Marketing at the University of Miami. He is considered one of the most influential figures in the field of services marketing and service quality, and is widely known for his work on SERVQUAL, E-SERVQUAL, and the Technology Readiness Index (TRI).
He is currently the Pro-Chancellor (Academics) at Vijaybhoomi University and Mentor, AIM Parasuraman Center for Service Excellence at JAGSoM.
Sales & Marketing Expert
Prof Kartik Raina is an accomplished sales and marketing expert who has held C level positions in Unilever, Dr. Morepen and Dalmia Consumer Care. He is an alumnus of Jamnalal Bajaj Institute of Management Studies.
* Was General Manager (All India Sales) at SmithKline Beecham Consumer HealthCare (now GlaxoSmithKline Consumer HealthCare. Also Country Head, Bangladesh
* CEO Dabur Foods & Excelcia. conceived and launched ‘Real Fruit Juice’.
Deputy Director, JAGSoM
Prof. Rakesh Mediratta brings with him a very rich corporate experience. His three decades of industry experience include senior leadership positions like being the National Sales Head at Park Avenue, Raymond Ltd; and Vice President-Retail at Vodafone.
A BITS Pilani graduate, Prof. Mediratta has also worked as an Associate Professor at IMT Ghaziabad. Prof. Mediratta is a subject matter expert in Sales and Distribution, Services Marketing, and Strategic Marketing.
Prof Anand Deo, an alumnus of IIT Bombay and JBIMS, is a corporate executive who has held leadership positions in TTK Healthcare, Zydus Cadilla, and Zydus Wellness.
Professor, Marketing Area,
Jagdish Sheth School of Management.
Dr. Siva teaches Marketing Analytics, Marketing Research courses at JAGSoM. His research interests are Choice modelling, User generated content, and cause related marketing
Associate Professor – Marketing,
Jagdish Sheth School of Management
Prof Rajesh Kumar has spent 18 years in the B2B service industry and has headed marketing for an engineering design and IT services company. His expertise lies in overlap of technology and marketing, and he has offered courses in these areas at IMT Ghaziabad and JAGSoM. He is an alumnus of BIT Sindri and IMT Ghaziabad.
Professor – Marketing,
Jagdish Sheth School of Management.
Prof. Sarvadamam Krishnarao Palekar is a Professor in the area of Marketing. Prior to his current position at JAGSoM, he has worked with S P Jain Institute as Full Time Professor, IMT Ghaziabad as Professor, and NMIMS, JBIMS, IIMs as Visiting Professor.
He also has 34 years of corporate work experience in MNCs as well as Indian companies in consumer / industrial verticals.
Developing a Customer Transaction Satisfaction Monitoring and Management Process.
Porter creates a compelling offering in the logistics market by leveraging a large number of partners. However, there are gaps between the customer’s expectations and the delivery. In this project, the endeavour is to identify the service encounter touchpoints with the highest impact on customer satisfaction.
Developing a Customer Transaction Satisfaction Monitoring and Management Process.
Vidal, an insurance TPA, is a vital intermediary across a network of healthcare providers and health insurance, balancing the needs of the insurance buyers, hospitals, and insurance companies. It seeks to identify those processes and touchpoints that have the highest impact on customer satisfaction.
How to eliminate the middle-man in B2B ratings.
As a mid-market focussed rating agency, Infomerics enables organizations to approach lending agencies with ratings. However, most of the SMEs, do not directly approach Infomerics but prefer to approach via intermediaries, who add a high cost on the customer acquisition process.
Digital origination and on-boarding of MSME clients in India for business loans.
Despite MSMEs being priority lending sector, MSMEs face numerous hurdles in raising capital. One of the possible approaches to ease MSME funding is by using technology attract MSME and to enable them to apply for loans.
Growth potential and market gap analysis of Micro-fulfilment centres.
Quick ecommerce is fuelling the rise of micro-fulfilment centers across the world. Automated fulfilment centers help reduce the order-to-fulfilment cycle and improve warehouse space efficiency. This project evaluates the competitive market scenario across various markets in APAC and Europe.
Increasing subscription renewal rate in SAAS based services where renewal late is low.
The customer churn after the first year has been noted to be relatively hjgh in certain SAAS products. This study seeks to explore the causes behind the same.