Redefining the service sector

Seminar brings up issue of quality service in healthcare and hospitality

The quality of services in healthcare and hospitality sectors is soon expected to improve with management institutes incorporating this aspect in the management curriculum.

The idea dominated in the first corporate seminar ServeArthan-2007 at Taj Land End hotel at Bandra on Saturday, organised by the students of Narsee Monjee Institute of Management Service University (NMIMS).

The theme for ServeArthan-2007 was ‘Destination 2020: Going the H Way’ (hospitality and healthcare).

While topics like reinvention, value to customers and product positioning were finely talked about by the business leaders, all the corporates wanted the management students to imbibe the value of employee-satisfaction and their motivation.

“Human touch is missing in today’s service industry. There is a need to change the attitude of employees in the service industry as there is a direct relation between quality of services and attitude of employees,” said Keith D'souza, managing director, Human Touch Organisation and HR Development Services at the seminar.

Olivio Tavares, CFO, Radha Krishna Hospitality Services, said, “Currently most doctors give only 20 per cent of what is required, but the revolution in the healthcare services will soon overcome this factor.”