Programme

Session & Speakers

9:30 a.m. - 10:00 a.m.

Registration

10:00 a.m. to 10:50 a.m.

Inaugural Session

10:00 a.m. – 10:10 a.m.

Welcome & Opening Remarks by Dr. Amit Mitra, Secretary General, FICCI

10:10 a.m. – 10:15 a.m.

Release of FICCI RocSearch Research- Study of Consumer Care Initiatives in India

10:15 a.m. – 10:40 a.m.

Key Note – Address by Prof K.V.Thomas, Hon’ble Minister of State for Agriculture, Consumer
Affairs Food and Public Distribution, Government of India
‘Policy for strengthening Market Place Trust / Business Consumer Relationship’

10.40 a.m. – 10.45 a.m.

Conclusion

10:45 a.m. - 11:00 a.m.

Tea Break

Session One
11:00 a.m. - 12:00 noon

Global Best Practices: Consumer Care
Chair : Shri B.S.Baswan, Director, Indian Institute of Public Administration & Former Education Secretary, GOI

11:00 a.m. – 11:20 a.m.

Consumer Care Systems & Practices – American Experience -- (A Background of U.S. Consumer Movement and History of BBB Self-Regulation)
Speaker- Mr. Charlie Underhill ,Advisor & Former COO, Council of Better Business Bureau, USA

11:20 a.m. – 11:35 a.m.

Consumer Care Systems & Practices- European Experience
Speaker- Mr. Patrick von Braunmühl, Senior Advisor GTZ –ASEM

11:35 a.m.- 11:50 a.m.

Measuring and Managing Customer Expectations in Post Recession Economy
Speaker – Mr. Ajit Rao ,Sr. Vice President, IMRB, International

11:50 a.m.- 12:00 noon

Q & A Panel Session

12:00 noon - 12:45 p.m.

Discussion on Effective Regulatory Framework & Responsible Business Consumer Practices
Chair: Shri Sanjay Singh, Joint Secretary, Consumer Affairs

12:00 noon - 12:45 p.m.

Panel:

• Mr. Ramesh Vaswani, Executive Vice – Chairman, Intex Technologies
• Prof. Suresh Misra, Chair Professor & Chairman(CCS),IIPA
• Prof. Sri Ram Khanna, Principal Investigator, National Consumer Helpline
• Mr. Somesh Arora, Managing Partner, Legal  Ally

12:45 p.m. - 1:45 p.m.

Lunch Break

Session Two
1:45 p.m. -2:55 p.m.

Building framework for achieving Customer Focus
Chair: Shri P.K.Gambhir, Head (Technical Activities), Bureau of Indian Standards

1:45 p.m. – 2:00 p.m.

Consumer focused Accreditation System (Consumer Trust, BBB Self-Regulation and FICCI-BBB Partnership)
Speaker- Mr. Charlie Underhill, Advisor & Former COO, Better Business Bureau, USA

2:00 p.m. – 2:15 p.m.

Building Customer Loyalty through Employee Empowerment
Speaker – Col. Ashok Chauhan, Head -HR NDPL

2:15 p.m. - 2:30 p.m.

CRM for Achieving Customer Focus
Speaker- Mr. Salil Agarwal, Director, PWC

2:30 p.m. - 2:45 p.m.

Standards for Achieving Customer Focus
Speaker- Mr. N.K. Pal, Head (MSD), Bureau of Indian Standards

2:45 p.m. - 2:55 p.m.

Q & A

Session Three
2:55 p.m. - 3:45 p.m.

Brand recognition through Customer Focus- Case Study presentations
Chair: Mr. Kapil Mohan Dhingra, Director,  exchange4media Group

2:55 p.m. – 3:10 p.m.

Case Study presentation
Speaker- Mr. Deepak Jolly, Vice President, Coca Cola, India

3:10 p.m. – 3:25 p.m.

Case Study presentation
Speaker - Mr. Anil Kaila, Vice President, COSD
Reliance Communications

3:25 p.m. – 3:40 p.m.

Case Study presentation
Speaker- Mr. Lakshmi Narayanan, CEO, REBI

3:40 p.m. – 3:45 p.m.

Q & A

3:45 p.m. onwards

Tea