I had an interesting experience today in my Marketing Strategy class that reminded me of the movie Ajnabee in which Akshay Kumar makes well calculated moves, and bases everything on perfect logic but still losses out to Bobby Deol who bases his moves on sheer “Itefaq” in win-loose game. We were asked by our professor to play a game. The rules of the game were that each person has to write a number on the paper between 0-100. Anyone who writes a number equivalent to 0.7 of the class average will win the game.
Did you catch the caveat! You know that everyone else is trying to win and hence try to put across a number that is 0.7 time of what other will think will the winning number. The concept the Prof was trying to push across was to think the rationality of the competition and understand the level to which we should try to go before killing each other. Imagine this number was your profit margin and with this win-loose situation whole industry is going to crash. Anyways, back to the game. I applied my rationality that most people will think till three steps – 0.7 * 0.7 * 0.7 * 100 ~35 (we were to write in whole numbers). I decided to go one step deeper to win and came up with 25. I wasn’t still convinced as I thought i can’t win at 25. First because many people will write 25 and second, some people will be just 2 steps deeper and some will be 4. I trusted my class to be more rational than me and decided to push my no: from 25 to 27 to accommodate the increase in average the 2-level-deep rational people will cause. I applied my logic and was eagerly waiting for results. Results were announced & class average was 26. I missed by a whisker.
A quite shy guy, Manoj, sitting next to me emerged as the winner. He was the only one to write 26 in the whole class. Wow, I thought my logic was pretty close but he did better. I was fairly satisfied though until I happened to talk to Manoj how exactly he came up with 26 and here’s what he said that left me dumb-folded. “My b’day is on 13th and its extremely lucky for me. I submitted my ISB application on 13th, interviewed on 13th as well. Numerous times, it has paid off to me. So, I was sure that I will be putting any number as a multiple of 13. 13, 26 & 39 were the only options since I know people here will go for a kill. I choose the middle one and it worked. That’s it”. As simple as that and he defeated me!
I may sound too committed to win above. The story is just a little anecdote but think of other issues we face. We put across our best foot forward to learn & win something but things work out in favor of someone who’s thought process was completely radical. Logic vs. Luck - isn’t it. I realize that we may complicate ourselves as much as we can but the true beauty of life lies in simplicity. Many times things are not in our control beyond a limit, and it’s best to leave those elements at the fence and move forward. Accepting and consciously living this fact that luck has a role to play in our lives makes life lot easy to understand, live, and love.
Showing posts with label Knowledge. Show all posts
Showing posts with label Knowledge. Show all posts
Sunday, June 28, 2009
Friday, December 12, 2008
Strategy's strategist: An interview with Richard Rumelt
One of the most informative interviews I have ever read. Not sure whether that's because of my incessant interest in what is getting discussed or because the thought process of Mr. Richard is simply awesome.
Check the article here
Check the article here
Wednesday, July 02, 2008
Enterprise IT and the competitive advantage mantra!!
I came across an interesting article at HBR that so closely relates to the work that I have been doing. The article details the competitive advantage several organizations have gained by investing in technology especially in Enterprise Software. It was insightful to read the compelling observation in article since I have been working as a consultant in ERP.
I always believed that client get a significant advantage by implementing ERP. Otherwise what is the point in making such huge investments. However, most of the line managers that I used to question about the software's impact on the business would delve into the day to day issues and challenges in the product rather than thinking from a holistic purpose. For example, I asked a manager who looks after Learning Management of his Organization that what he feels about PeopleSoft’s impact on his business. Rather than thinking that he is getting a system that provides a single platform for the whole organization he was keener on discussing smaller issues and granular functionalities of the system. Reading the article and impact of Enterprise IT today I realized that it is the senior management who value ERP more since it provides single platform to manage the organizational data, any change in business processes, and help business surge in new directions.
Further, I was quite intrigued by the example of CVS. The company changed its client handling process by bringing the background check to front end. Through this change, in a single shot CVS made the changes across the organization primarily because it has an ERP Software. Further dependence on technology also meant that CVS reap organization wise change benefits rather than localized benefits that are generally people dependent. While this example was impressive, my experience with field managers has been little different unless I have started my interaction with Directors and VP's. As I worked in the national roll-out of a Enterprise Software, I realized that most of the line and localized managers are concerned about how the system will impact the functionality at their own location. Also, they were keen to get the product changed according to their whims and fancies. On the other hand, the Directors and VPs I have interacted are more concerned about keeping the software uniform & holistic. Classic example of difference between the Corporate and Individual Functions.
Coming back to the article, some of the advantages of the enterprise software are: covering a wide span, immediate results, precise rather than general guidelines, consistent, and enforces change. The article has helped me put my area of work in right perspective. Further I have learnt how technology can impact the business through the CVS example. Perhaps someday as an associate on business side, I will be able to gel with technology department in better manner.
I always believed that client get a significant advantage by implementing ERP. Otherwise what is the point in making such huge investments. However, most of the line managers that I used to question about the software's impact on the business would delve into the day to day issues and challenges in the product rather than thinking from a holistic purpose. For example, I asked a manager who looks after Learning Management of his Organization that what he feels about PeopleSoft’s impact on his business. Rather than thinking that he is getting a system that provides a single platform for the whole organization he was keener on discussing smaller issues and granular functionalities of the system. Reading the article and impact of Enterprise IT today I realized that it is the senior management who value ERP more since it provides single platform to manage the organizational data, any change in business processes, and help business surge in new directions.
Further, I was quite intrigued by the example of CVS. The company changed its client handling process by bringing the background check to front end. Through this change, in a single shot CVS made the changes across the organization primarily because it has an ERP Software. Further dependence on technology also meant that CVS reap organization wise change benefits rather than localized benefits that are generally people dependent. While this example was impressive, my experience with field managers has been little different unless I have started my interaction with Directors and VP's. As I worked in the national roll-out of a Enterprise Software, I realized that most of the line and localized managers are concerned about how the system will impact the functionality at their own location. Also, they were keen to get the product changed according to their whims and fancies. On the other hand, the Directors and VPs I have interacted are more concerned about keeping the software uniform & holistic. Classic example of difference between the Corporate and Individual Functions.
Coming back to the article, some of the advantages of the enterprise software are: covering a wide span, immediate results, precise rather than general guidelines, consistent, and enforces change. The article has helped me put my area of work in right perspective. Further I have learnt how technology can impact the business through the CVS example. Perhaps someday as an associate on business side, I will be able to gel with technology department in better manner.
Sunday, June 22, 2008
Enterprise of the Future - IBM Global CEO Study.
Today I happened to read IBM's Global CEO Study - a study that I downloaded from my maiden visit to HBR Online website. I have been a regular reader of printed version of HBR as I like on reading on paper rather than online. I visited the online version just in hope to get some good case study to read over the weekend and I got one - The Enterprise of Future.
I took print out of the 79 page study from my office. Before diving deep in the study I observed with my room mate and old college friend that the print out- 79 page thick almost resemble with the complete study material we used to have for one subject during our engineering.
The study is basically a collection of responses of survey & Interviews of more than 1000 CEO's worldwide. I also learnt that this was the third such study conducted by IBM and it’s primarily focused on how the organizations should respond to the rising challenges and how the Enterprise of future would look like. The striking revelations of the study focused on the following five traits of success for the organizations:
1. Organizations should manage change in a thoughtful and well planned manner rather than in reactive manner. Organizations that promote change as an integral part of there culture and day to day work are more likely to succeed.
2. Organizations that foresee the ever increasing customer awareness as opportunity to collaborate with customers to design breakthrough products and services are more likely to capture customer attentions. Innovation needs to be a way of life.
3. Global integration - not just riding on the growth in developing economies such as India and China but to position the business in such a manner that you source where its most cost-effective, produce where its best quality, and sell where its most profitable. Further, rapid reconfiguration when new opportunities appear should be on high agenda.
4. Since it is becoming highly unlikely to differentiate in terms of products and services, organizations are trying to differentiate and change the business models. The Enterprise Model Innovation is most commonly followed.
5. CSR is rising on CEO's agenda - With the increasing awareness among consumers and potential employees about the social aspects of business, enterprises are embarking on a path towards genuine CSR activities to win trust and loyalty.
Each of the above point is explained in depth and supported by the survey data in the study. I found the compelling insights invaluable to develop a macro-view of where companies are moving / should move in the next 2-3 years. If interested, you may read the complete study Here
Ciao
~Vinit
I took print out of the 79 page study from my office. Before diving deep in the study I observed with my room mate and old college friend that the print out- 79 page thick almost resemble with the complete study material we used to have for one subject during our engineering.
The study is basically a collection of responses of survey & Interviews of more than 1000 CEO's worldwide. I also learnt that this was the third such study conducted by IBM and it’s primarily focused on how the organizations should respond to the rising challenges and how the Enterprise of future would look like. The striking revelations of the study focused on the following five traits of success for the organizations:
1. Organizations should manage change in a thoughtful and well planned manner rather than in reactive manner. Organizations that promote change as an integral part of there culture and day to day work are more likely to succeed.
2. Organizations that foresee the ever increasing customer awareness as opportunity to collaborate with customers to design breakthrough products and services are more likely to capture customer attentions. Innovation needs to be a way of life.
3. Global integration - not just riding on the growth in developing economies such as India and China but to position the business in such a manner that you source where its most cost-effective, produce where its best quality, and sell where its most profitable. Further, rapid reconfiguration when new opportunities appear should be on high agenda.
4. Since it is becoming highly unlikely to differentiate in terms of products and services, organizations are trying to differentiate and change the business models. The Enterprise Model Innovation is most commonly followed.
5. CSR is rising on CEO's agenda - With the increasing awareness among consumers and potential employees about the social aspects of business, enterprises are embarking on a path towards genuine CSR activities to win trust and loyalty.
Each of the above point is explained in depth and supported by the survey data in the study. I found the compelling insights invaluable to develop a macro-view of where companies are moving / should move in the next 2-3 years. If interested, you may read the complete study Here
Ciao
~Vinit
Friday, June 20, 2008
HR after MBA - A refreshing rejuvenation!!
Ok. I am not expert at career advice and I have nothing planned for myself in the HR or MBA for the time being. You might ask then why this topic? I’ll come back to that. First, some novice & touch funny incidents from life on the subject.
During late college days and early days in professional life, I wanted to do my MBA and go into HR. As I retrospect diligently, I recollect that my inspiration to be a HR MBA was primarily because of TCS HR professional whom I met during our campus recruitment drive. I was awed by there presentation & communication skills and I simply wanted to be like them, confident, humorous, and well-groomed. Further, the kind of royal treatment they were getting from my college as compared to brutal one we used to receive as students, made me think that HR MBA & then recruitment drive at GNDU will be a nice way to square off things. Also, I always have had a knack to organize activities, convince & handle people to come to party or some gathering, and simply talk a lot. I thought that is exactly what a HR do & I will just take-off as HR Professional. When couple of people argued that “HR is an area for girls”, I simply responded “Isn’t that a good enough reason to go for it?” Well, those were novice days and things have changed a lot now. However, the seeds of the journey I have been on were sowed there & it is refreshing to remember those days.
Now, coming to why suddenly this topic. Today, I was approached by a bright, confident, and able associate in my team. He wanted to know about the future prospects of HR Professional and what kind of opportunities he may expect. I was both amused a little & felt bit nostalgic when he explained his reasoning similar to I used to have – A knack for organizing events, people management etc. However, he was more clear, interested, and passionate about HR than I used to be. While advising him, although I do not have any latest research, I expressed him that HR will be bright area in future because of two reasons.
First, as Indian industry is maturing and facing severe skills shortages, HR professionals are moving up the ranks of importance in CEO’s agenda. Second, I have read somewhere that there is a severe shortage of HR professionals itself in India. Many companies have been on rampage to hire engineers (in range of 10k to 35k per year), but they have not matched this trend in HR and at some point of time; companies will have to do so. With this bit of advise, I also observed that HR as a function is not only about organizing events and people management – as we see everyday our project HR doing. At a middle/ senior level, it is about policy design to better the employee satisfaction, help organizations hire & retain talent, and build competitive advantage.
Because of my limited knowledge on the subject, I provided him threads to explore – The best one I could. First, I told him about an independent HR Management Consultant – Gautam Ghosh, whose excellent blog I followed for some time. - http://gauteg.blogspot.com/. Second, I provided him contact of HR head for Tata Group – TAS. Third, I helped him with a lethal weapon – A combination of Google, Linkedin, and Orkut through which he can track the lives of successful HR professional and foresee whether & how he can reach there. I believe that if one network & research smartely, no information can stay hidden in today's world.
To conclude, I think HR after MBA makes a lot of sense with knack for people management, curious intellect, and pleasing personality. However, it is important that you have valid reasons to choose HR / any area of specialization and not crazy & weird ones such as working with lot of girls, squaring of things with your college :).
Ciao
~Vinit.
During late college days and early days in professional life, I wanted to do my MBA and go into HR. As I retrospect diligently, I recollect that my inspiration to be a HR MBA was primarily because of TCS HR professional whom I met during our campus recruitment drive. I was awed by there presentation & communication skills and I simply wanted to be like them, confident, humorous, and well-groomed. Further, the kind of royal treatment they were getting from my college as compared to brutal one we used to receive as students, made me think that HR MBA & then recruitment drive at GNDU will be a nice way to square off things. Also, I always have had a knack to organize activities, convince & handle people to come to party or some gathering, and simply talk a lot. I thought that is exactly what a HR do & I will just take-off as HR Professional. When couple of people argued that “HR is an area for girls”, I simply responded “Isn’t that a good enough reason to go for it?” Well, those were novice days and things have changed a lot now. However, the seeds of the journey I have been on were sowed there & it is refreshing to remember those days.
Now, coming to why suddenly this topic. Today, I was approached by a bright, confident, and able associate in my team. He wanted to know about the future prospects of HR Professional and what kind of opportunities he may expect. I was both amused a little & felt bit nostalgic when he explained his reasoning similar to I used to have – A knack for organizing events, people management etc. However, he was more clear, interested, and passionate about HR than I used to be. While advising him, although I do not have any latest research, I expressed him that HR will be bright area in future because of two reasons.
First, as Indian industry is maturing and facing severe skills shortages, HR professionals are moving up the ranks of importance in CEO’s agenda. Second, I have read somewhere that there is a severe shortage of HR professionals itself in India. Many companies have been on rampage to hire engineers (in range of 10k to 35k per year), but they have not matched this trend in HR and at some point of time; companies will have to do so. With this bit of advise, I also observed that HR as a function is not only about organizing events and people management – as we see everyday our project HR doing. At a middle/ senior level, it is about policy design to better the employee satisfaction, help organizations hire & retain talent, and build competitive advantage.
Because of my limited knowledge on the subject, I provided him threads to explore – The best one I could. First, I told him about an independent HR Management Consultant – Gautam Ghosh, whose excellent blog I followed for some time. - http://gauteg.blogspot.com/. Second, I provided him contact of HR head for Tata Group – TAS. Third, I helped him with a lethal weapon – A combination of Google, Linkedin, and Orkut through which he can track the lives of successful HR professional and foresee whether & how he can reach there. I believe that if one network & research smartely, no information can stay hidden in today's world.
To conclude, I think HR after MBA makes a lot of sense with knack for people management, curious intellect, and pleasing personality. However, it is important that you have valid reasons to choose HR / any area of specialization and not crazy & weird ones such as working with lot of girls, squaring of things with your college :).
Ciao
~Vinit.
Tuesday, June 10, 2008
A rocking meeting for an Environmentalist
I had won the Just A Minute (JAM) competition, an extempore competition, for generating ideas to make TCS Gurgaon center better cater to environment perseverance. Thereafter I got an opportunity to spend time with chief auditors who came to test TCS GGN center for ISO 14001 certification. I must admit I heard some rocking examples from the auditors and I hereby attempt to recollect some of those examples. Essentially these examples establish the huge environmental degradation caused due to the day to day activities we conducted.
First, we discussed around the Kyoto Protocol. I asked him how much concerned business leaders and CEO are towards environment protection. How much does environmental implication effect the business decisions they make? He explained how European Nations are quite strict on this. Further he said there are positive developments since 22 US states have signed for the Protocol and US is now showing positive signs. Then he began to provide examples from day to day life. Some of them are as follows:
1. Where have all the house sparrows gone? Did you ever notice? Did you ever miss the chirping of this small bird that was so usual 8-10 years ago? Well, this development has gone largely unnoticed but the cause of this development has not. The success story of Indian Telecom Industry, increase in tele-density, and rise of Bharti Airtel are quite celebrated subjects in media. However, it is the same usage of the cell phones and their radiations that have led to elimination of House Sparrows from the vicinity.
2. Oil Import from Australia to India caused a rare coastal bird to disappear from Australian Beaches: - How is that possible? We are importing oil from Aus. to India. How can it lead to extinction of a bird from Aussie beaches? Well the story goes on that when ships unloaded the oil at Indian ports, they used to put some water from Indian coasts in the tanks so the ship has some weight on it while traveling the back. The same water, collected from Indian ports, was offloaded at on reaching the coast at Australian side. This water was not suitable for development of Algae on the beach. When Algae became a rare, an particular insect that used to live on algae got eradicated. This lead to reduction in number of a particular fish that was quite abundant in the area. The fish was eventually preferred food for the rare bird that got extinct. Did you notice the chain there? Further, did you notice that man can to know of the situation only when the impact reaches 3 levels higher - Algae, Insect, and Fish went unnoticed.
3. Drink Milk causes Impotency. Period!!! Surprised. I was amazed. For a moment I though the Auditor has got this one wrong. But he got it right. The story goes behind this is that these days cows are given injections to deliver more milk. These injections basically have female hormones. When these hormones are increased in cow's body, they naturally flow in the milk as well. So when female hormones reach male bodies in form of milk, it causes certain damage to male hormones. Next time your mom pushes you to drink milk, don't listen to them :) !!
There were several more examples. So much of information flew around; I wasn't able to gather all. For once it felt as if everything we are doing is wrong. Understanding our situation, the auditor explained his stand using one more example.
TCS is coming up with a new center in Chennai that will host around 23000 people. An average of 500 - 800 buses will be needed for transportation of the associates. The same buses will heat up the environment and causes excessive damages. Now the question is who is responsible?
Are the employees who work there responsible? But they simply work there, they didn't make this center. IS TCS responsible or is the Industry - a bank, a financial service, Retail Company who created the demand for the software with TCS responsible? Or is the end user who created such demand with the industry that they need software responsible? Can you answer?
He concluded that ultimately all of us are responsible for everything going on. It is collective responsibility of each of us, to spread the awareness, to stay conscious and contribute in whatever manners we can!!
I am going to contribute my bit and through this post, if I have inspired you also then I have already started !!!
First, we discussed around the Kyoto Protocol. I asked him how much concerned business leaders and CEO are towards environment protection. How much does environmental implication effect the business decisions they make? He explained how European Nations are quite strict on this. Further he said there are positive developments since 22 US states have signed for the Protocol and US is now showing positive signs. Then he began to provide examples from day to day life. Some of them are as follows:
1. Where have all the house sparrows gone? Did you ever notice? Did you ever miss the chirping of this small bird that was so usual 8-10 years ago? Well, this development has gone largely unnoticed but the cause of this development has not. The success story of Indian Telecom Industry, increase in tele-density, and rise of Bharti Airtel are quite celebrated subjects in media. However, it is the same usage of the cell phones and their radiations that have led to elimination of House Sparrows from the vicinity.
2. Oil Import from Australia to India caused a rare coastal bird to disappear from Australian Beaches: - How is that possible? We are importing oil from Aus. to India. How can it lead to extinction of a bird from Aussie beaches? Well the story goes on that when ships unloaded the oil at Indian ports, they used to put some water from Indian coasts in the tanks so the ship has some weight on it while traveling the back. The same water, collected from Indian ports, was offloaded at on reaching the coast at Australian side. This water was not suitable for development of Algae on the beach. When Algae became a rare, an particular insect that used to live on algae got eradicated. This lead to reduction in number of a particular fish that was quite abundant in the area. The fish was eventually preferred food for the rare bird that got extinct. Did you notice the chain there? Further, did you notice that man can to know of the situation only when the impact reaches 3 levels higher - Algae, Insect, and Fish went unnoticed.
3. Drink Milk causes Impotency. Period!!! Surprised. I was amazed. For a moment I though the Auditor has got this one wrong. But he got it right. The story goes behind this is that these days cows are given injections to deliver more milk. These injections basically have female hormones. When these hormones are increased in cow's body, they naturally flow in the milk as well. So when female hormones reach male bodies in form of milk, it causes certain damage to male hormones. Next time your mom pushes you to drink milk, don't listen to them :) !!
There were several more examples. So much of information flew around; I wasn't able to gather all. For once it felt as if everything we are doing is wrong. Understanding our situation, the auditor explained his stand using one more example.
TCS is coming up with a new center in Chennai that will host around 23000 people. An average of 500 - 800 buses will be needed for transportation of the associates. The same buses will heat up the environment and causes excessive damages. Now the question is who is responsible?
Are the employees who work there responsible? But they simply work there, they didn't make this center. IS TCS responsible or is the Industry - a bank, a financial service, Retail Company who created the demand for the software with TCS responsible? Or is the end user who created such demand with the industry that they need software responsible? Can you answer?
He concluded that ultimately all of us are responsible for everything going on. It is collective responsibility of each of us, to spread the awareness, to stay conscious and contribute in whatever manners we can!!
I am going to contribute my bit and through this post, if I have inspired you also then I have already started !!!
An enthusiastic build up for eventually a failed attempt - TAS !!
As I progressed in professional career, I kept on searching for my ultimate destination. I started my search with the cliché comment "I can't do coding whole my life" to today's well thought career development plan that will render immense professional and personal satisfaction. In additional, I have developed porous boundaries of principles and values I have come to appreciate and will always follow for my life.
Either it was my family's influence or my association with Tata Group's jewel TCS, I have become well defined in my principles. During my career, I have 'missed' several excellent professional opportunities just because I knew it may not be in best interest of the organization. I had decided that I will transparent about my plans and aspirations with my seniors, as I would expect from my sub-ordinates. A case in point is my recent denial to join World Bank project in Washington because I communicated to Senior Managers that since I have applied for TAS, I will be available only after TAS selection process is over. My deliberations have been met with mild criticism and often, subject of leg-pulling by my acquaintance. However, one person who has always congratulated my act and provided inspiration to stay integral is my grandfather.
An old person with weary eyes and shaky voice, he is a man of principles. Since childhood, I have heard about his heroics during his young days from my relatives. I recall the day when I jubilantly jumped at home to announce my campus selection in TCS. The fact that TCS was first company to show at my college and only two people, including me, were selected in 2 rounds of interview had furthered my elation. My grandfather, however, knew little about TCS and showed signs of worry of the kind of company I will work for. I told him "Grand Paa, It's a TATA company". Almost instantly, he stood with his trembling legs and pulled out a 100 rupee note that I should donate in the temple. He further advised me that Tata's are good people and I should work for best of my abilities. Little did I understand his point during those days After all, I will be working with TCS - an software company. What is to do with Tata Group?
Today, as I retrospect, I understand my Grandfather's point. Tata Group is deeply rooted with core values of integrity and social responsibility. I have inculcated these traits in me today, reinforced by the professional setup in TCS and my family's persistent social involvement. In addition, the clouds over my Ultimate Destination have cleared.
As a professional, I have always enjoyed strong equity within my sphere of influence. In addition, I have valued professional excellence and always seeked opportunities to extend my contributions beyond the assigned roles. With just 7 months of experience, I associated myself with two development projects. In less than 2 years, I was with a new strategic client "Siemens" with responsibility to make first good impression of TCS and initiate the project. In past, I have also worked in capacity of Team Lead and in Pre-sales activities. I have mentored around 20 people and interviewed numerous candidates. I have always valued rotation and seeked such opportunities in my career. Now, my focus has shifted beyond IT and professional rise in uni-directional manner. I am after my ultimate destination now.
Tata Administrative Services, TAS, provides the perfect breeding ground to my experiences and aspirations. I deeply value and imbibe the core principles of TATA group. I feel connected with Tata and the day Corus, JLR deals were announced it was not less than festival for me. The professional journey that TAS provides is a perfect setting to achieve Generic Management skills where after dedicated training, I will be able to respond to organization's dynamic requirements such as "We have a company in Singapore that is shaping itself to take on new directions and challenges. We want you to lead the same" and I shall be off. TAS is the destination where I can build sustained equity, rotate in various roles and industries have freedom to express, shape socio-economic policies, and contribute to nation-building - A.K.A my Ultimate Destination. TAS selection process is about to commence. Now it's time for execution. After all, things are done first in my mind and then in action.
Either it was my family's influence or my association with Tata Group's jewel TCS, I have become well defined in my principles. During my career, I have 'missed' several excellent professional opportunities just because I knew it may not be in best interest of the organization. I had decided that I will transparent about my plans and aspirations with my seniors, as I would expect from my sub-ordinates. A case in point is my recent denial to join World Bank project in Washington because I communicated to Senior Managers that since I have applied for TAS, I will be available only after TAS selection process is over. My deliberations have been met with mild criticism and often, subject of leg-pulling by my acquaintance. However, one person who has always congratulated my act and provided inspiration to stay integral is my grandfather.
An old person with weary eyes and shaky voice, he is a man of principles. Since childhood, I have heard about his heroics during his young days from my relatives. I recall the day when I jubilantly jumped at home to announce my campus selection in TCS. The fact that TCS was first company to show at my college and only two people, including me, were selected in 2 rounds of interview had furthered my elation. My grandfather, however, knew little about TCS and showed signs of worry of the kind of company I will work for. I told him "Grand Paa, It's a TATA company". Almost instantly, he stood with his trembling legs and pulled out a 100 rupee note that I should donate in the temple. He further advised me that Tata's are good people and I should work for best of my abilities. Little did I understand his point during those days After all, I will be working with TCS - an software company. What is to do with Tata Group?
Today, as I retrospect, I understand my Grandfather's point. Tata Group is deeply rooted with core values of integrity and social responsibility. I have inculcated these traits in me today, reinforced by the professional setup in TCS and my family's persistent social involvement. In addition, the clouds over my Ultimate Destination have cleared.
As a professional, I have always enjoyed strong equity within my sphere of influence. In addition, I have valued professional excellence and always seeked opportunities to extend my contributions beyond the assigned roles. With just 7 months of experience, I associated myself with two development projects. In less than 2 years, I was with a new strategic client "Siemens" with responsibility to make first good impression of TCS and initiate the project. In past, I have also worked in capacity of Team Lead and in Pre-sales activities. I have mentored around 20 people and interviewed numerous candidates. I have always valued rotation and seeked such opportunities in my career. Now, my focus has shifted beyond IT and professional rise in uni-directional manner. I am after my ultimate destination now.
Tata Administrative Services, TAS, provides the perfect breeding ground to my experiences and aspirations. I deeply value and imbibe the core principles of TATA group. I feel connected with Tata and the day Corus, JLR deals were announced it was not less than festival for me. The professional journey that TAS provides is a perfect setting to achieve Generic Management skills where after dedicated training, I will be able to respond to organization's dynamic requirements such as "We have a company in Singapore that is shaping itself to take on new directions and challenges. We want you to lead the same" and I shall be off. TAS is the destination where I can build sustained equity, rotate in various roles and industries have freedom to express, shape socio-economic policies, and contribute to nation-building - A.K.A my Ultimate Destination. TAS selection process is about to commence. Now it's time for execution. After all, things are done first in my mind and then in action.
Friday, May 30, 2008
Decision Making
Disclaimer: I generally proof read my posts. After proof reading this one, I found this little boar. Please bear it full or quit right away ;)
Of late I have been caught in myriad of choices. People who know me would not find this an unusual development. However, there is quite a difference in the options this time. As I have grown in professional and personal aspirations, and simply in my age my risks taking and diversity in various force pulling me have grown at similar if not faster pace.I don’t see much substance in discussing each of my current options here. Some even should not be made public. What I see important here is to discuss the cognitive thought process, the decision making process one goes through and in process, I hoping to find some solutions for myself.
When all the air around the subject is removed, decision making is a simple process of problem solving that you do based upon your prioritized interests, inculcated core values, and future benefits. Understandably when you are engaged in a thoughtful process to make a decision there will be several divergent yet enticing options.
I think it is paramount to first consider what interests are most important to you. For instance, you may have option to use your Friday evening in either of the two ways: Read a latest book on your favorite subject or spend the night out in theatre to watch a newly released movie. Now both the options are equally luring. Here you will make a decision based on your prioritized interests. If you are more outgoing types and have company of few friends, perhaps you will pick the movie. At the same time if you are introvert types or don’t have friends to accompany, you are likely to pick the book. In our subconscious mind we do such analysis very quickly and arrive at the decision based on our prior experiences, our personality, and indexing of events that we do in our mind.
The second factor, the inculcated core values, is quite direct. If you follow your core values you are likely to turn the gray looking things quickly into black or white. For instance, if since your childhood you have believed in honesty you are likely to return someone’s fallen 100 Rs note immediately. However, if your value system is not that strong then you may prefer savoring your favorite food or drink with that money. I think it is really very important for people to identify there core value system. A busy professional if decides that he will value work / profile over money then he is not likely to be confused when provided with several professional opportunities. Similarly if a businessman makes excellence his core value then he is not likely to compromise on the quality of product/ business he produces even though it may result in short term profits.
The third factor- future benefits is really what brings you to the decision making process at the first place. I have deliberately placed this as third factor since if placed on top it may turn you hazy over the first two factors. While the analysis of the benefits of pursuing some activity is very important, I think it more important to put the benefits in right perspective. The prospective benefits should really compliment your analysis of first two factors – Your Interests and your core values.
As we have discussed in general about decision making, its time to mention some technical and methodical ways. I read about several of the decision making techniques such as Six Thinking Hats, Grid Analysis, Pareto Analysis, Paired Comparison Analysis, Cost / Benefits Analysis. You may find these wonderful techniques here
Each of these seemed a great fun to employ and quite effective. I liked the Grid Analysis the most simply because of its comprehensive coverage, simplicity, and fun. I am going to use this option tonight to arrive at some wonderful results.
Happy Decision Making !!!
Of late I have been caught in myriad of choices. People who know me would not find this an unusual development. However, there is quite a difference in the options this time. As I have grown in professional and personal aspirations, and simply in my age my risks taking and diversity in various force pulling me have grown at similar if not faster pace.I don’t see much substance in discussing each of my current options here. Some even should not be made public. What I see important here is to discuss the cognitive thought process, the decision making process one goes through and in process, I hoping to find some solutions for myself.
When all the air around the subject is removed, decision making is a simple process of problem solving that you do based upon your prioritized interests, inculcated core values, and future benefits. Understandably when you are engaged in a thoughtful process to make a decision there will be several divergent yet enticing options.
I think it is paramount to first consider what interests are most important to you. For instance, you may have option to use your Friday evening in either of the two ways: Read a latest book on your favorite subject or spend the night out in theatre to watch a newly released movie. Now both the options are equally luring. Here you will make a decision based on your prioritized interests. If you are more outgoing types and have company of few friends, perhaps you will pick the movie. At the same time if you are introvert types or don’t have friends to accompany, you are likely to pick the book. In our subconscious mind we do such analysis very quickly and arrive at the decision based on our prior experiences, our personality, and indexing of events that we do in our mind.
The second factor, the inculcated core values, is quite direct. If you follow your core values you are likely to turn the gray looking things quickly into black or white. For instance, if since your childhood you have believed in honesty you are likely to return someone’s fallen 100 Rs note immediately. However, if your value system is not that strong then you may prefer savoring your favorite food or drink with that money. I think it is really very important for people to identify there core value system. A busy professional if decides that he will value work / profile over money then he is not likely to be confused when provided with several professional opportunities. Similarly if a businessman makes excellence his core value then he is not likely to compromise on the quality of product/ business he produces even though it may result in short term profits.
The third factor- future benefits is really what brings you to the decision making process at the first place. I have deliberately placed this as third factor since if placed on top it may turn you hazy over the first two factors. While the analysis of the benefits of pursuing some activity is very important, I think it more important to put the benefits in right perspective. The prospective benefits should really compliment your analysis of first two factors – Your Interests and your core values.
As we have discussed in general about decision making, its time to mention some technical and methodical ways. I read about several of the decision making techniques such as Six Thinking Hats, Grid Analysis, Pareto Analysis, Paired Comparison Analysis, Cost / Benefits Analysis. You may find these wonderful techniques here
Each of these seemed a great fun to employ and quite effective. I liked the Grid Analysis the most simply because of its comprehensive coverage, simplicity, and fun. I am going to use this option tonight to arrive at some wonderful results.
Happy Decision Making !!!
Tuesday, March 25, 2008
Intellectual Property Rights (IPR)
The hottest asset today that any organization seeks to have is IPR - Intellectual Property Rights. It's this drive that led me to compose this post !!
In today's context, where globalization and technology is re-defining the way the business is done and where ideas spread faster than speed of light, it is imperative for organization to protect the ingenious contributions of its employees in form of IPR.
IPR cover a wide range of intellectual outputs such as publicity material, work of art, a product design, a logo, chemical formulations, computer softwares etc. When a company have IPR over a particular assest, the other companies that use the same have to pay fees to the beholder of IPR. It is in this way that an organization can differentiate itself from the pack and also, continue to earn from its innovations.
An IP consists of various elements:
1. Trade Secrets : Trade secrets, as the name suggests, conform the unique knowledge that an organization or a person has developed using skills,people,and resources. This knowledge is supposed to provide competitive advantage to the organization in the marketplace by virtue of the fact that no one else knows the secrets. The strategies to maintain trade secrets involve cautionary steps such as restricting the availability of the knowledge, getting everyone who knows the secret to sign Non-disclosure agreement, mark any written material as Proprietary and Confidential.
2. Patents : Research and development is an expensive enterprise. The grant of patents to an organization ensure legal rights to company that ensure that the company is able to redeem the expenses incurred. An invention, usually a process or product, that ensures a novel approach and a significant improvement over the existing knowledge is patentable. A patent is provided by the Patent office and isvalid for 20 years.During this period no one can use, manipulate, and market the patented product or process without paying royality to the beholder. After 20 years, either the patent has to be re-inforced that inculcates some fees or a company has to for go the patent.
Patents are important becuase they allow space to organization to deploy there break-through products and services openly in market rather than holding on to it. Patents generally protect functional technology whereas copy rights protect artistic and written material.
3. TradeMark : The main purpose of a trademark is to serve as a differentiator from the products and services of other people in the marketplace. A consumer will begin to associate a particular registered trademark. Therefore a trademark should be carefully selected so that consumers can directly connect with the Trademark in this competitive marketplace. For instance the trademark of Tata group, the T in blue and white color directly associate every product or service offered by the group. The thought process behind selected trademark is significant and should be conducted by the top executives.
4. Copyrights: Basically a copyright protects expression of an thoughts and not the idea itself. Copyrights protect literary work such as softwares and advertisements, novels, poems and the like, and artistic work such as painting, photographs, sculptors etc.
5. Domain Names: A domain name is unique IP address on the internet. Domain names provide an easy way for the consumer to reach you in the over-crowded internet space.
Seems like lot of Gyan !! :)
In today's context, where globalization and technology is re-defining the way the business is done and where ideas spread faster than speed of light, it is imperative for organization to protect the ingenious contributions of its employees in form of IPR.
IPR cover a wide range of intellectual outputs such as publicity material, work of art, a product design, a logo, chemical formulations, computer softwares etc. When a company have IPR over a particular assest, the other companies that use the same have to pay fees to the beholder of IPR. It is in this way that an organization can differentiate itself from the pack and also, continue to earn from its innovations.
An IP consists of various elements:
1. Trade Secrets : Trade secrets, as the name suggests, conform the unique knowledge that an organization or a person has developed using skills,people,and resources. This knowledge is supposed to provide competitive advantage to the organization in the marketplace by virtue of the fact that no one else knows the secrets. The strategies to maintain trade secrets involve cautionary steps such as restricting the availability of the knowledge, getting everyone who knows the secret to sign Non-disclosure agreement, mark any written material as Proprietary and Confidential.
2. Patents : Research and development is an expensive enterprise. The grant of patents to an organization ensure legal rights to company that ensure that the company is able to redeem the expenses incurred. An invention, usually a process or product, that ensures a novel approach and a significant improvement over the existing knowledge is patentable. A patent is provided by the Patent office and isvalid for 20 years.During this period no one can use, manipulate, and market the patented product or process without paying royality to the beholder. After 20 years, either the patent has to be re-inforced that inculcates some fees or a company has to for go the patent.
Patents are important becuase they allow space to organization to deploy there break-through products and services openly in market rather than holding on to it. Patents generally protect functional technology whereas copy rights protect artistic and written material.
3. TradeMark : The main purpose of a trademark is to serve as a differentiator from the products and services of other people in the marketplace. A consumer will begin to associate a particular registered trademark. Therefore a trademark should be carefully selected so that consumers can directly connect with the Trademark in this competitive marketplace. For instance the trademark of Tata group, the T in blue and white color directly associate every product or service offered by the group. The thought process behind selected trademark is significant and should be conducted by the top executives.
4. Copyrights: Basically a copyright protects expression of an thoughts and not the idea itself. Copyrights protect literary work such as softwares and advertisements, novels, poems and the like, and artistic work such as painting, photographs, sculptors etc.
5. Domain Names: A domain name is unique IP address on the internet. Domain names provide an easy way for the consumer to reach you in the over-crowded internet space.
Seems like lot of Gyan !! :)
Sunday, October 14, 2007
Multi-Sourcing in Out-Sourcing
I find my current engagement quite unique. My past experiences have been centric on my employer being the sole solution provider with no dependencies other than the client. But here, TCS, Infosys, Cognizant, IBM..... U name it..its there...., work for various functions. All sit on the same floors, attend the same meetings with similar agenda, participate in similar town halls. Often, I hear a Indian name from the other side of the phone and wonder which company is he from. Furthermore, I find Type 1 Outsourcing a fun. To act as decision makers for the client rather than just doing what they want is encouraging. I recollect, the client often asking us “From your previous experiences in other accounts, how can we handle this”, “In other peoplesoft accounts that TCS handles, what implementation process is used”. The window of opportunity is wide yet narrow. As pro-client, we are expected to provide best recommendations. As pro-TCS, we are expected to keep ourselves better than the competition and provide revenue generating recommendations. The line in between is thin and difficult to adopt.
What this process has resulted in is a two fold sword. We have to keep on engaging with the cross functional teams. This has propelled increased efficiency and communication on one hand and blame game on the other. There have been instances where each party plays pass the buck game. Now is it healthy for the clients and for the vendors?
Evaluating the client side, I would take a personal example. As a customer, the more choices I have the better decision and better deals I will get. For instance, if there are 4-5 different telecom operators, I can expect each one offering a wide range of services and I can conveniently find more than one operator offering a genuine deal. Furthermore, it is quite likely that I can negotiate with one operator since he runs a risk of losing me to his competitor. Extending the same philosophy to clients, they have employed the similar strategy at Corporate Level. If we have multiple vendors serving various part of our applications and infrastructure, we stand a better chance of getting improved services at lesser costs.
On the vendor side, If I have more competitors, I stand a better chance of re-inventing myself. In short term, I might run at a risk of losing a part of my clientele or business but in longer term I will have better processes and efficiency from the constrained margins. As a TCSer, I observe an extra sense of commitment and effort from the senior leadership for a particular project that involves cross functional teams of different vendors than when the other team is from TCS. Even at team member level, there is an hint increased efficiency conforming to preserve the image of the company. Certainly there is an extra effort to synergies the best practices to achieve greater efficiency. In all, the impact is positive though sometimes it feels like dealing with unnecessary roadblocks , multiple status reports, and multiple entries in vendor applications at operational level.
In retrospect, I guess this is going to be the way large corporate house will engage the vendors let alone the software services. Hmm, I thought I should have used the title as -- Competition at the cube level -- :) !!
What this process has resulted in is a two fold sword. We have to keep on engaging with the cross functional teams. This has propelled increased efficiency and communication on one hand and blame game on the other. There have been instances where each party plays pass the buck game. Now is it healthy for the clients and for the vendors?
Evaluating the client side, I would take a personal example. As a customer, the more choices I have the better decision and better deals I will get. For instance, if there are 4-5 different telecom operators, I can expect each one offering a wide range of services and I can conveniently find more than one operator offering a genuine deal. Furthermore, it is quite likely that I can negotiate with one operator since he runs a risk of losing me to his competitor. Extending the same philosophy to clients, they have employed the similar strategy at Corporate Level. If we have multiple vendors serving various part of our applications and infrastructure, we stand a better chance of getting improved services at lesser costs.
On the vendor side, If I have more competitors, I stand a better chance of re-inventing myself. In short term, I might run at a risk of losing a part of my clientele or business but in longer term I will have better processes and efficiency from the constrained margins. As a TCSer, I observe an extra sense of commitment and effort from the senior leadership for a particular project that involves cross functional teams of different vendors than when the other team is from TCS. Even at team member level, there is an hint increased efficiency conforming to preserve the image of the company. Certainly there is an extra effort to synergies the best practices to achieve greater efficiency. In all, the impact is positive though sometimes it feels like dealing with unnecessary roadblocks , multiple status reports, and multiple entries in vendor applications at operational level.
In retrospect, I guess this is going to be the way large corporate house will engage the vendors let alone the software services. Hmm, I thought I should have used the title as -- Competition at the cube level -- :) !!
Wednesday, September 26, 2007
Is Urbanization good for Villagers / Rural Economy?
One should avoid following the straight jacketed approach followed by our smartest of all political leaders to comment on such issues. A 'Neta' [ Perhaps we need to change the meaning of this word in Hindi dictionaries now] vouching for rural votes will say 'No' and someone vouching for urban votes will say 'Yes'. An interesting and intriguing incident has been the down fall of BJP government, a government riding high on 'India Shinning' campaign. The down fall has been associated with observations that BJP was concentrated on Urban India only. Such was the depth of the analysis that the fact that the campaign was in worded in English was pointed towards BJP's urban India approach. Ahem!!!!
The Congress therefore followed their slogan as 'Aam-Aadmi ki sarkar', worded in Hindi and worded for rural people. They made their huge plans {I have deliberately used the word 'Plans'} to associate with the rural people. Such developments may lead to conclude that "Yes- urbanization has hindered the growth of rural people". Infact, I have also been to an extent convinced with this philosophy though I have thought that why concentrate on one side, why cannot both sides develop in parallel. However, an interesting point that I noticed in my recent read at India Knowledge@Wharton leads to a series of interesting facts based on pure data:
1. A study of consumption in last 26 years reveals that an increase in Urban Household consumption of Rs100 leads to an increase of Rs39 in the rural household income. The driver of such increase is non-farm sector of rural economy such as manufacturing, construction and trade, hotels and restaurants.
2. During the last decade, the rural economy is estimated to have grown by 7.3% as compared to 5.4% of urban economy.
3. The rural economy is nearly as big as the urban. In 2000, the rural economy accounted for 49% of the India's GDP.
4. Share of agriculture in Rural economy has dropped from 72% in 1970s to 64% in 1980s to 51% in 2000
5. The rural-urban migration has fallen from 6.5% in 1981 to 2.8% in 2001.
I love data. The indications pointed by each point noted above leads to refute a number of myths such as rural people are suffering due to urbanization; there is an India – C waiting to shine and many more- an encouraging realization !!!
The major reason for this change, as noted by eminent researcher and economists is the growing and strengthening integration of the rural economy with the urban economy. Granted that logistics and supply chain for the route is no less than a shame for the progress we hope to achieve, yet the hope does exist. Perhaps an integration of the rural supply chains with the urban ones, steered by the boom in organized retail would provide the impetus to pass on the benefits lower down the pyramid. Just one problem though – Who will help Mayawati understand on the recent Reliance Fresh issues? Someone ready to bell the cat? CAT????? !!!
The Congress therefore followed their slogan as 'Aam-Aadmi ki sarkar', worded in Hindi and worded for rural people. They made their huge plans {I have deliberately used the word 'Plans'} to associate with the rural people. Such developments may lead to conclude that "Yes- urbanization has hindered the growth of rural people". Infact, I have also been to an extent convinced with this philosophy though I have thought that why concentrate on one side, why cannot both sides develop in parallel. However, an interesting point that I noticed in my recent read at India Knowledge@Wharton leads to a series of interesting facts based on pure data:
1. A study of consumption in last 26 years reveals that an increase in Urban Household consumption of Rs100 leads to an increase of Rs39 in the rural household income. The driver of such increase is non-farm sector of rural economy such as manufacturing, construction and trade, hotels and restaurants.
2. During the last decade, the rural economy is estimated to have grown by 7.3% as compared to 5.4% of urban economy.
3. The rural economy is nearly as big as the urban. In 2000, the rural economy accounted for 49% of the India's GDP.
4. Share of agriculture in Rural economy has dropped from 72% in 1970s to 64% in 1980s to 51% in 2000
5. The rural-urban migration has fallen from 6.5% in 1981 to 2.8% in 2001.
I love data. The indications pointed by each point noted above leads to refute a number of myths such as rural people are suffering due to urbanization; there is an India – C waiting to shine and many more- an encouraging realization !!!
The major reason for this change, as noted by eminent researcher and economists is the growing and strengthening integration of the rural economy with the urban economy. Granted that logistics and supply chain for the route is no less than a shame for the progress we hope to achieve, yet the hope does exist. Perhaps an integration of the rural supply chains with the urban ones, steered by the boom in organized retail would provide the impetus to pass on the benefits lower down the pyramid. Just one problem though – Who will help Mayawati understand on the recent Reliance Fresh issues? Someone ready to bell the cat? CAT????? !!!
Saturday, July 28, 2007
Decent Services - Improved Business.
This piece comes after experiencing wonderful services at an Indian Restaurant - Bombay Bistro at Minneapolis.
Disclaimer : Please treat the content more to understand the thought rather than day dreaming about the food I list :P. I know its easy to drift.
Three friends went out to rejuvenate the Indian touch in their menu, people almost dreaming of Papri Chat, Allo Tikki, Pani Purrii errrr Gol Gappeee [I like that name. It reminds me how as I kid, I would play gallii cricket matches to best of potential to win 2RS to savour delicious Gal Gappe at "leeloo's raeeriii " with spicy, mouth watering chuntney, crispy gol gappaa's and .....errr I think this blog is not about my childhood...OMG it is so easy to drift to those wonderful days] So where was I.. ah Yes...So we all went to Bombay Bistro, an Indian Restaurant in Downtown Minneapolis. As we sat, Gurpreet was overwhelmed by the ambiance as she hoped to dine at a similar place. Even before I or Amar could look at menu, she proposed or rather unilaterally ordered Pani Purriii.. [Darnnn.. not again the same name..where has the Dhuri, India's fifth metro, touch gone] ...However, to our disappointment, Gol Gappa's were not available. We settled for Papdi Chat and Aloo Tikki as appetizers. As we did chit-chat, we had Papdi Chat.However soon we realized that we have been talking, mostly about Amritsar Food , for about 30 min with no traces of Allo Tikki and a lady almost got us ready for Main Course. Realizing her mistake, she quickly apologized and so did the owner, along with offering us a free Pasta Kulfi at the end of food. His genuine gesture reflected his concern and devotion to serve. I liked that !!!
Though Amar was sceptical that the dish offered would be something BB is not able to generally sell, I had a feeling that Pasta Kulfi should ideally be a dish that is extremely well prepared and that people generally skip, a strategy to generate future Business along with covering today's mistakes. After a very good Main course, finally the "Free Item" came. As we had the Kulfi, my speculation turned true. The ice-cream was really delicious and owner met his objective. Not only will I order the same dish most of times I revisit BB, but also I will suggest the same to my friends. Now that is Strategy. It is perfect example of running a business, whose success relies on customer experience of "WOW" , Vijay Mallaya's term for Kingfisher. The restaurant owner even denied the TIP I offered, though I still feel the waiter did well.Bombay Bistro will now continue on mine as well as on my sphere of influence's top priority for Indian Restaurant in MPLS. Now that is Customer retention.
When we left, we not only forgot that due to BB's goof up we missed out bus, but also we felt like thanking BB for the whole experience.No wonder, earnest services can generate customer satisfaction and significant business.
Indian counterparts listening ?????
Disclaimer : Please treat the content more to understand the thought rather than day dreaming about the food I list :P. I know its easy to drift.
Three friends went out to rejuvenate the Indian touch in their menu, people almost dreaming of Papri Chat, Allo Tikki, Pani Purrii errrr Gol Gappeee [I like that name. It reminds me how as I kid, I would play gallii cricket matches to best of potential to win 2RS to savour delicious Gal Gappe at "leeloo's raeeriii " with spicy, mouth watering chuntney, crispy gol gappaa's and .....errr I think this blog is not about my childhood...OMG it is so easy to drift to those wonderful days] So where was I.. ah Yes...So we all went to Bombay Bistro, an Indian Restaurant in Downtown Minneapolis. As we sat, Gurpreet was overwhelmed by the ambiance as she hoped to dine at a similar place. Even before I or Amar could look at menu, she proposed or rather unilaterally ordered Pani Purriii.. [Darnnn.. not again the same name..where has the Dhuri, India's fifth metro, touch gone] ...However, to our disappointment, Gol Gappa's were not available. We settled for Papdi Chat and Aloo Tikki as appetizers. As we did chit-chat, we had Papdi Chat.However soon we realized that we have been talking, mostly about Amritsar Food , for about 30 min with no traces of Allo Tikki and a lady almost got us ready for Main Course. Realizing her mistake, she quickly apologized and so did the owner, along with offering us a free Pasta Kulfi at the end of food. His genuine gesture reflected his concern and devotion to serve. I liked that !!!
Though Amar was sceptical that the dish offered would be something BB is not able to generally sell, I had a feeling that Pasta Kulfi should ideally be a dish that is extremely well prepared and that people generally skip, a strategy to generate future Business along with covering today's mistakes. After a very good Main course, finally the "Free Item" came. As we had the Kulfi, my speculation turned true. The ice-cream was really delicious and owner met his objective. Not only will I order the same dish most of times I revisit BB, but also I will suggest the same to my friends. Now that is Strategy. It is perfect example of running a business, whose success relies on customer experience of "WOW" , Vijay Mallaya's term for Kingfisher. The restaurant owner even denied the TIP I offered, though I still feel the waiter did well.Bombay Bistro will now continue on mine as well as on my sphere of influence's top priority for Indian Restaurant in MPLS. Now that is Customer retention.
When we left, we not only forgot that due to BB's goof up we missed out bus, but also we felt like thanking BB for the whole experience.No wonder, earnest services can generate customer satisfaction and significant business.
Indian counterparts listening ?????
Saturday, May 26, 2007
Apology letter by Jet Blue !!
Excellent Letter. Captured to imitate the style if required. :) !!! Proud to be a copy-cat !! :)
Dear JetBlue Customers,
We are sorry and embarrassed. But most of all, we are deeply sorry.
Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.
Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.
We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before.
Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action.
You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
Sincerely,
David Neeleman
Founder and CEO
JetBlue Airways
Dear JetBlue Customers,
We are sorry and embarrassed. But most of all, we are deeply sorry.
Last week was the worst operational week in JetBlue's seven year history. Following the severe winter ice storm in the Northeast, we subjected our customers to unacceptable delays, flight cancellations, lost baggage, and other major inconveniences. The storm disrupted the movement of aircraft, and, more importantly, disrupted the movement of JetBlue's pilot and inflight crewmembers who were depending on those planes to get them to the airports where they were scheduled to serve you. With the busy President's Day weekend upon us, rebooking opportunities were scarce and hold times at 1-800-JETBLUE were unacceptably long or not even available, further hindering our recovery efforts.
Words cannot express how truly sorry we are for the anxiety, frustration and inconvenience that we caused. This is especially saddening because JetBlue was founded on the promise of bringing humanity back to air travel and making the experience of flying happier and easier for everyone who chooses to fly with us. We know we failed to deliver on this promise last week.
We are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us. We have begun putting a comprehensive plan in place to provide better and more timely information to you, more tools and resources for our crewmembers and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that JetBlue will emerge as a more reliable and even more customer responsive airline than ever before.
Most importantly, we have published the JetBlue Airways Customer Bill of Rights—our official commitment to you of how we will handle operational interruptions going forward—including details of compensation. I have a video message to share with you about this industry leading action.
You deserved better—a lot better—from us last week. Nothing is more important than regaining your trust and all of us here hope you will give us the opportunity to welcome you onboard again soon and provide you the positive JetBlue Experience you have come to expect from us.
Sincerely,
David Neeleman
Founder and CEO
JetBlue Airways
Monday, January 01, 2007
Sample to frame the answers
State examples where you acted as a leader ? Essentially when you sought an opportunity to lead people. [Can also be stated as an accomplishment or Uncovering Alternating solutions]
Pre pone TCS joining date.
1. Situation : TCS joining date was postponed from 23rd June 2004 to 3rd Nov 2004. It means 4 months ideal stay at home. 19 students, selected from GNDU, were supposed to join TCS Trivandrum on 23rd June. Everyone contacted HR Delhi and current employees but could not find a way out or any explanation. Infact most employees responded that joining date is decided at much higher level and cannot be advanced. Most people forfeited to the situation and never thought of taking any action.
2. Task : Corporate HR from Mumbai was to contacted and convinced to revisit the plan and to accommodate GNDU too, along with Thapar, PEC, DU.
3. Action : I called the lady at corporate HR. She explained her restrictions and emphasized that the decision is final. After all attempts, I explained her that attrition rate of TCS at the time of joining is as high as 20-30 %. I also informed her that at this point of time I know one person who is selected and supposed to join TCS in this batch but will not join. And if I am given an opportunity I can find more people. She however said that it is very hard for her to plan of that basis until she gets a confirmation from candidate. I agreed to get the candidates contact her too. This was a desperate attempt and I did not knew much people at that time. I had nothing to loose.
After this I tried to sell this idea to my classmates some of whom were receptive of the idea. We explored people admitted in TCS from Thapar, Patiala , Punjab Engineering College, Chandigarh and Delhi University, Delhi. We got list of people selected in TCS and in other companies too from these colleges. Thereafter started a series of Phone calls. I along with 3 more students called up each and everyone. We convinced people not likely to join TCS to communicate and made them realize how hard it is to sit back for 4 months at home. Some readily agreed and I got them send email to this lady marking a copy to me too in the email. Others agreed to call and not send email. I followed each person’s phone call with mine.
4. Results : After a hectic of 3 days ( I remember Phone bill was huge then), I got around 12 people who had called or emailed the lady. I tried to sell her that all GNDU students can be accommodated considering drop out from other colleges too. However she agreed for not more than 5 person. Now it was up to me to give names of 5 people as I was the single point of contact with this lady in whole scenario. While doing that I simply gave names of 4 more people who accompanied me and contributed in this action. In this process, I even left out one very close friend of mine. In the end,perhaps with more vacanies she agreed for all 12 of us !!
5. Takeaway : I think "Everything is Possible" and if there is a problem there has to be a solution, you just need to believe that and find a way to accomplish that.
Pre pone TCS joining date.
1. Situation : TCS joining date was postponed from 23rd June 2004 to 3rd Nov 2004. It means 4 months ideal stay at home. 19 students, selected from GNDU, were supposed to join TCS Trivandrum on 23rd June. Everyone contacted HR Delhi and current employees but could not find a way out or any explanation. Infact most employees responded that joining date is decided at much higher level and cannot be advanced. Most people forfeited to the situation and never thought of taking any action.
2. Task : Corporate HR from Mumbai was to contacted and convinced to revisit the plan and to accommodate GNDU too, along with Thapar, PEC, DU.
3. Action : I called the lady at corporate HR. She explained her restrictions and emphasized that the decision is final. After all attempts, I explained her that attrition rate of TCS at the time of joining is as high as 20-30 %. I also informed her that at this point of time I know one person who is selected and supposed to join TCS in this batch but will not join. And if I am given an opportunity I can find more people. She however said that it is very hard for her to plan of that basis until she gets a confirmation from candidate. I agreed to get the candidates contact her too. This was a desperate attempt and I did not knew much people at that time. I had nothing to loose.
After this I tried to sell this idea to my classmates some of whom were receptive of the idea. We explored people admitted in TCS from Thapar, Patiala , Punjab Engineering College, Chandigarh and Delhi University, Delhi. We got list of people selected in TCS and in other companies too from these colleges. Thereafter started a series of Phone calls. I along with 3 more students called up each and everyone. We convinced people not likely to join TCS to communicate and made them realize how hard it is to sit back for 4 months at home. Some readily agreed and I got them send email to this lady marking a copy to me too in the email. Others agreed to call and not send email. I followed each person’s phone call with mine.
4. Results : After a hectic of 3 days ( I remember Phone bill was huge then), I got around 12 people who had called or emailed the lady. I tried to sell her that all GNDU students can be accommodated considering drop out from other colleges too. However she agreed for not more than 5 person. Now it was up to me to give names of 5 people as I was the single point of contact with this lady in whole scenario. While doing that I simply gave names of 4 more people who accompanied me and contributed in this action. In this process, I even left out one very close friend of mine. In the end,perhaps with more vacanies she agreed for all 12 of us !!
5. Takeaway : I think "Everything is Possible" and if there is a problem there has to be a solution, you just need to believe that and find a way to accomplish that.
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