Services management and Service Quality guru from the USA takes local audiences by storm

Friday, 29 July 2011 00:01 -     - {{hitsCtrl.values.hits}}

Dr. Jay Kandampully, an internationally recognised leader, consultant, author and Professor of Services Management, Ohio State University, USA conducted a one day seminar on “Competing through Services – Refocus your Organisation” on Wednesday 20 July 2011 at the Mount Lavinia Hotel.

This seminar was attended by managers responsible for service delivery and management in the banking, financial services, insurance, healthcare, software and technology, BPO/KPO, accounting and professional services, and other industries. It had a tremendous impact on participants. According to Basheer Ismail FCA, Senior Partner, SJMS Associates, a leading accounting, audit, tax and management advisory firm, “I had the privilege of attending this seminar. We are all in the services delivery business. I believe Dr. Kandampully will add real value to any organisation and give them the competitive edge in the new economy”. An invited guest, veteran hotelier Prasanna Jayawardena, was also captivated by the one day seminar. One of the nation’s leading Information technology companies, with a global presence, was so captivated by Dr. Kandampully’s seminar that they engaged him exclusively for two hours the same evening.

On 21 July 2011, Dr. Kandampully led a full day seminar exclusively for the hospitality, tourism and travel industry organised by the Ceylon Hotel School Graduates Association and the Sri Lanka institute of Tourism and Hotel Management at the Waters Edge Resort. This event was attended by 150 participants representing the leading companies in the industry. “He was unbelievable, terrific and inspiring. He really knows our business and the services industry as whole. Many of us in the industry have followed and admired his work for so long. Finally, it was great to have him here in Sri Lanka.  We learned so much at this seminar,” many of the participants observed. “We will have him back”.

Dr. Kandampully is also a Visiting Professor at the University of Innsbruck, Austria; Nanjing University of Science and Technology, China; Vilnius University, Lithuania; University of Queensland, Australia;  Furtwangen University, Germany; and the University of Mauritius. Dr. Jay holds a Ph.D in Service Quality Management and an MBA in Services Marketing from the University of Exeter, UK.  He is Editor-in-Chief of two prestigious international publications, the “Journal of Service Management” and the Journal “Managing Service Quality” and is on the editorial and advisory board of a dozen related international journals.

Dr. Kandampully has extensive, hands on experience in various departments of the services industry in Austria, India and the USA.  

He is the author of the best selling textbook: Services Management, Published by Prentice Hall (English and Chinese) and lead editor of the bestselling textbook Service quality management, available in English, Chinese, Arabic and Korean. His new book to be published in 2012 is on “Services Management: The New Paradigm in Healthcare”.  Dr. Kandampully has received many citations and awards for his wide range of creative writings and for his Services Management programmes.

Dr. Kandampully has addressed leading service organisations in the USA, UK, UAE, Oman, Australia, New Zealand, France, Spain, Mauritius, China, Hong Kong and India and helped them refocus their operations. In 2010, he addressed IT Professionals from Infosys, IBM and other prestigious companies in Bangalore on Service Quality Management.  He is the Founder-Director of Kochi International Business School, Cochin, India.  He has also addressed the Junior Chamber International (JCI) in India.

After his first visit to Sri Lanka, Dr. Kandampully left for Indonesia to chair his prestigious annual international research symposium on “Services Management”. He then returned to the USA.        

Dr. Kandampully is represented and managed in Sri Lanka exclusively by MCG Global and CGLI Worldwide. For information on future programmes and an exclusive session for your organisation, please email: or