Rainbowcolours <strong>of</strong> creativityEco2009 INFORMS InternationalConference on Service ScienceAugust 6-8, 2009The service sector now accounts for more than 50 % <strong>of</strong>human resources in developed economies. To echo thisshift, the INFORMS Service Science conference aimed tobring together researchers <strong>and</strong> practitioners to discussissues, identify challenges <strong>and</strong> future directions.The conference was hosted by INFORMS <strong>and</strong> the IndustrialEngineering <strong>and</strong> Logistics <strong>Management</strong> Department atthe Hong Kong University <strong>of</strong> Science <strong>and</strong> Technology(HKUST). It was well attended by representatives frommore than 40 countries.A research paper, authored by Pr<strong>of</strong>. NilanjanChattopadhyay <strong>and</strong> PGDM-IM participant Mr. AnindyaSundar Ghosh, titled ' DIY <strong>of</strong> Customer Service : MobilePhone Industry in India' was presented at the conference.This paper analysed the as-is state <strong>of</strong> implementation <strong>of</strong>the self-service mode <strong>of</strong> customer service from the SSMEpoint <strong>of</strong> view. Apart from presenting the paper, Pr<strong>of</strong>Nilanjan Chattopadhyay also chaired the session titled'Empirical <strong>and</strong> Industrial Study', where scholars fromChina, Taiwan, Germany presented their researchfindings.Forum screens‘Comm<strong>and</strong>ing Heights’August 1-12, 2009The Economic Forum Committee 2009-10 presented thedocumentary “Comm<strong>and</strong>ing Heights”. The series had threeparts: Episode # 1 “The Battle <strong>of</strong> Ideas” screened on 1stAugust, Episode # 2 “The Agony <strong>of</strong> Reform” screened on4th August <strong>and</strong> Episode # 3 “The New Rules <strong>of</strong> the Game”screened on 12th August.Comm<strong>and</strong>ing Heights is a docu-drama which confrontshead-on critical concerns <strong>and</strong> issues that have defined thewealth <strong>and</strong> fate <strong>of</strong> nations <strong>and</strong> shows how the battle overthe world economy will shape our lives in the 21st century!The movie takes us through World War 1 <strong>and</strong> the GreatDepression right up to the Present Day World after thecatastrophic events <strong>of</strong> 9/11. The movie then goes on toshow the turning points <strong>of</strong> this century from World War II toThe Cold War, from the rise <strong>and</strong> fall <strong>of</strong> communism to theshift towards free markets, from the rise <strong>of</strong> globalisation tothe Asian crisis. The main objective <strong>of</strong> screening thisdocumentary was to make all participants aware <strong>of</strong> thevarious events that shaped the global economy over thecentury. The participants lauded the feature for thelearning they could take home.IBM conducts Technology Day focused on IBM Tivoli SolutionsAugust 2, 2009The IT Infrastructure Library (ITIL), Version 3 is animportant element <strong>of</strong> service management. IBM helpsorganizations make ITIL Version 3 actionable. IBM hasextensive expertise in helping customers adopt servicemanagement best practices. This includes expertise inassessing, planning, designing, implementing <strong>and</strong>providing managed services. IBM provides a robustportfolio <strong>of</strong> products, education <strong>and</strong> services to helpcustomers implement service management bestpractices.As a part <strong>of</strong> the IT Infrastructure <strong>and</strong> Service <strong>Management</strong>course for PGP2 – IM participants, a Technology Day onPresentation by Mr. Raghunath Krishnamurthy on ‘ The SmarterPlanet’Technology Day- Tivoli- Presentation by Mr. Sagar Shah on ITIL <strong>and</strong>Tivoli Perspective Maping <strong>of</strong> solutions.IBM Tivoli Solutions was organized on Sunday 2ndAugust'09 at the SPJIMR campus. The following topics werecovered:1. ITIL <strong>and</strong> Tivoli Perspective – Mapping <strong>of</strong> Solutions2. IBM Tivoli Monitoring3. IBM Tivoli Provisioning ManagerThe speakers from IBM were: Mr. RaghunathKrishnamurthy- Head, IBM S<strong>of</strong>tware Lab-Mumbai; Mr.Sagar Shah; Mr. Himanshu; Ms. Kanchan Sukheja; <strong>and</strong> Ms.Priyadarshini. The sessions helped the participants tounderst<strong>and</strong> the tools <strong>and</strong> technologies that are available forIT Service <strong>Management</strong>.8 <strong>SPJIMRnews</strong>
Celebrating the Spirit <strong>of</strong> FreedomAugust 15, 2009SPJIMR celebrated the nation's 63rdIndependence Day in full splendor. Thecelebrations began with the flaghoisting ceremony by SPJIMR DirectorDr. Sesha Iyer, followed by the NationalAnthem.The institute’s art club Canvas decoratedthe SPJIMR auditorium with rangolis <strong>and</strong>paintings. The day was marked by anassortment <strong>of</strong> programmes startingwith Desh Rang, a riveting rendition <strong>of</strong>V<strong>and</strong>e Mataram. Tarangini, comprised asoulful rendition <strong>of</strong> popular patrioticsongs.The musical performances was followedby Awakening India, a series <strong>of</strong> videos, inwhich the young participants <strong>of</strong> SPJIMRtalked about their ideas <strong>of</strong> freedom,their vision for the nation's future <strong>and</strong>how they could contribute to it.Pride in its Stride- a play on the independent India's fightagainst various challenges captured the audience'simagination with its strong narrative. The play portrayedthe contribution <strong>of</strong> individuals to India <strong>and</strong> how theirideas transformed the nation. The final performance <strong>of</strong>Independence Day- Dance Performancethe day was a brilliant classical dance performance titled‘Mighty India’. The wide range <strong>of</strong> emotions displayed in thedance performance highlighted India's diversity.The day ended with a special freedom breakfast. The effortsput in by the organizing team were commended by thefaculty <strong>and</strong> the participants.PGPM participants attendseminar on Basel I <strong>and</strong> IIJuly 25, 2009SPJIMR’s first <strong>and</strong> second year PGDM participantsattended a special seminar on BASEL I <strong>and</strong> II conducted byMr. Prakash Saboo. Mr. Saboo has been involved with theCredit Risk <strong>Management</strong> Group <strong>of</strong> SBI for the past 15 years.The session kick-started with a brief overview <strong>of</strong> theBanking System in India until the 1990s, <strong>and</strong> the relevance<strong>of</strong> the Narsimhan Committee in the formulation <strong>of</strong> theBASEL I concept post 1992 LPG (Liberalisation,Privatisation <strong>and</strong> Globalisation). Further, BASEL II concepts<strong>of</strong> Three Pillar approach comprising <strong>of</strong> Minimum capitalrequirement, Supervisory review <strong>and</strong> Market disclosurewere discussed. Finally, the road ahead for the Credit Riskwas elucidated giving the participants immense insightinto the buzzwords <strong>of</strong> finance today.Consulting Committee launches<strong>of</strong> Consulting ForumAugust, 2009The showcasing a 30-minute video on “How to Master theArt <strong>of</strong> Problem Solving” by Nido Qubein marked the launch<strong>of</strong> “The Consulting Forum” by the Consulting Committee <strong>of</strong>PGP. An open house interactive session on everythingabout the Consulting Forum followed. After description <strong>of</strong>consulting forum activities, a movie was shown toaudience. In the movie, through a series <strong>of</strong> puzzles, NidoQubein, a Business Consultant, takes his target audiencethrough seven basic steps in problem solving that isapplicable in day-to- day problems. The batch was made tosolve puzzles during the video which involved <strong>and</strong>sustained their interest, endorsed by their positivefeedback. A Q&A session followed the video. After itssuccessful launch, the consulting forum plans to conductmany such activities in future.<strong>SPJIMRnews</strong>9