Operations & SCM Department Report on “Service Excellence through TQM”

About the speaker

Prof. R. P. Mohanty is currently engaged as the chief consultant of Siksha O Anusandhan Deemed University, Bhubaneswar, where he was the former Vice Chancellor. He is also the National president of Indian Institution of Industrial Engineering (IIIE).  He has 53 years of academic experience in India and abroad and industry experiences in top management positions. 

He has received prestigious awards such as, Prof. P. C. Mahalanobis distinguished educator award from Operational Research Society of India and has received Lifetime Achievement Awards from IIIE and Institution of Engineers (India), MTC Global, Association of Indian Management Scholars (AIMS USA).

He has published 18 Books, more than 350 research papers in reputed and scholarly peer reviewed indexed journals. He has completed a number of Government and Industry sponsored research and consulting projects. He has also served as Chairman and President of some Professional associations in India and also as a board member in International Professional Institutions. 

About the session

The presenter who himself is a source of motivation to students gave encouraging examples from his own life and inspired students to be a self-motivator. In his session he touched upon 5 very important points which are:

  • Service
  • Quality
  • Service excellence
  • Service quality management
  • Total quality management

He briefly explained how service should be given to the customer and also linked the service concepts with mythology which put a great impact on the audience. He explained the service excellence model which helped students to gain a brief insight of how service actually works and how we can improve customer service and achieve service excellence.

Eight very important elements of service excellence through tm were explained which should be implemented by every professional. 


Around 60 students as well as staff from the operations, international business and retail management and marketing department attended this program.


After concluding his speech, he asked few questions to the students as a recapitulation of his teachings and the students responded enthusiastically. Our HOD Prof. B V R Murty expressed his gratitude to the guest and assured him that our students will learn and excel in the service sector.