This is Me!

My posts have always been about issues that I feel strongly about.  When I first started blogging, I really did not have a coherent thought process, neither did I really know what I stood for.  However, when I started reviewing my posts, I discovered a pattern that made me recognize this.
So, this blog post is an attempt to define me! Readers can be aware that henceforth when you read my posts, you will identify them with who I am.

1. Lots of patience: As a person, I take a lot of abuse, mostly with a smile. Where does this quality come from?  I do not know, perhaps from my Dharma, perhaps from my father who taught me the virtue of patience, perhaps from my belief that no matter what we do, we are governed by forces greater than us, and we should learn to respect and accept them. Many of the people close to me have been amazed at how equivocal I remain in the face of adversity, and am even able to absorb pressures where others could have crumbled.  I somehow, have not been able to appreciate other's views of me as much as I should, and realize this point only through other's perspectives of me.
2. Observe a lot, talk a little: I am an introvert; this is not a confession, it is the reality.  Where others would prefer to say a thousand words, I would probably say a few, and stop at that.  That makes me intransigent at times, difficult to understand or grasp, but then, that is me.  If people around me are not perceptive, they are likely to miss the point.  More often than not, it is what I do not say, which has to be read, then what I say. So, how do you get to know me? By carefully observing exactly what I say, even if it is rarely that I speak. Also, because of my need for brevity, listeners will need to fill in appropriately for what I do not say, and if that does not happen, I lose interest in the conversation fairly quickly.
3. Take note, move on: I have rarely looked back.  There are ups and downs, good and bad in my life too, as in everyone's lives.  I find instances of people cursing their past, or living in past glory.  Neither of these interest me, or affect me.  For me, life is about moving on, so long as the path you believe in is right.  If I do look back, it is only with a quiet sense of satisfaction, and gratitude towards what the world has provided for me, in spite of all my failings and shortcomings.
4. Keep making mistakes: There is this general tendency in this world that everything must be 'perfect'.  What a boring world it would be, if that wish became a fact.  Being human is realising that we are bound to make mistakes. Sometimes, the mistakes are because of commission, other times, due to omission.  Once you realise that they are bound to occur, you start accepting them and then moving on to your next mistake.  Each mistake that I make gives me some learning, but that does not prevent me from making my next mistake. The main thing for me is to accept mistakes when I make them, ignore them when I am accused of them, and move on, 
5. The fall guy...implicit trust in relations: I have always placed implicit trust in relationships, sometimes, blindly and foolishly. When such implicit trust is broken it does not hurt me as much as it saddens me. Faith and trust are earned with great difficulty, and breaking such trust is a difficult task. If at all, I have always left it to the other person to demonstrate a lack of trust before I give up.  On many occassions, I find my trust is misplaced, but then I count it as one more mistake on my part, and move on.
6. Brook no nonsense: Now this could be contradicting what I said earlier, but then which human being is not a bundle of contradicting thoughts? I am fairly clear in my mind as to what is correct and what is not. I may decide not to be vocal about it, but that does not alter my thoughts.  When I find people who are continuously against my grain, I ignore them altogether.  People either need to respect me for what I am, or learn to live without me in their frame.
7. Respect for law, even when I believe it is flawed: I find a lot of things wrong with the law, the way it is conceived, the way it is implemented, and the way people around me decide to follow or flout it. At many times, I am at loggerheads with it, unwilling to accept it as correct, and yet unwilling to break it.  For every such dilemma that I face daily in my life, I prefer to follow the law even if I do not understand or agree with it. For, if we were not to follow the law, any law, for that matter, we would add to the chaos of a lawless world, and that is something I would hate to do.
8. Change should begin with self, not with others around you: I keep hearing so many sermons from so many people who preach the world what they should do.  I am sometimes surprised when some of these preachers fail to practice what they preach. I find it difficult to ask people to change, especially when I know I myself resist change.  So, what do I do? Stand up for what I am, the way I am.  Neither proud, nor defiant; just the way I am.  if people see a role model in me, so be it. Follow my examples, good or bad. if on the other hand, you disagree with me, follow the path that you think is correct, even if I or others may not agree with it.

This is me as I am today.  They say that in a person's lifetime, he lives seven times, and recalls his 'previous' life only as a distant memory, disconnected with the present life.  The me of tomorrow could be very different from the me of today, and that is a law of nature.  What I am today is because of my past; as I keep growing, new experiences will make a new me, and that will gradually change the old me.

Thanksgiving

Well, many of you may be wondering, why a blog on thanksgiving in the month of October. And then, what does it have to do with Indians; Is this not a very American/Canadian affair?
As we toil away in life, to satisfy our own desires for greater achievement, or fighting our disappointments, we fail to recognize or even give credit to all those around us, who have silently, and many times, with absolutely no expectations of any returns or rewards, done their bits to make us happy, satisfied, and secure.

Archit and Vasudha

So, here is a thanksgiving message to all of them:

1. First and foremost to my parents, who have been the reason why I can write this blog.  For their untiring encouragement, for their assurance to me when I am down, for their  
2. To my wife, Vijayalakshmi, for her unflinching support in all that I believe, continuing faith in my love and affection for her, and for taking care of all the small details that I quite grandly ignore.
3. To my two lovely kids: my son Archit, and my daughter Vasudha, for giving me a reason to continue to do what I do.  While I get to see very little of them, they give me the most pleasure, even at times when I get angry with them, or when they come to me to cuddle for some love and hugs.
4. To my school teachers, who have contributed the most in shaping me, and making me who I am. For all their tireless and selfless efforts, knowing fully well that their students would one day go far ahead of them.
5. To all those who have consciously or sub-consciously taught me and have been my gurus.  Many of them, I will continue to respect through my life because they are the ones who have made me who I am, slowly, one piece at a time.
6. To all the wonderful people who have surrounded me through my so many years, looking up to me, expecting me to be their leader and putting their trust in me, which I will try my best not to betray.
7. To all my students from various batches, who have patiently listened to my mix of lessons in theory, as well as lessons of life.  I hope that you will look back at your lives and benefit from our brief interactions.

Just thinking of all those wonderful people who have made me what I am, it is just not possible to call myself a self-made man.  In fact, who is?  And I am thankful that I have so many people to thank for making me what I am.

What should I do in return?  All that I would like to do is to try and give back as much as I can; be the teacher that my teachers were to me, be the parent that my parents were to me, be the friend, adviser,confidante, guide, and mentor that I have been so fortunate to find in others.

I will strive to make a mark, not as a successful business person, but as someone who has given back much more than what he has received in life. And that is what will be my biggest acheivement.

Lessons in Entrepreneurship...3

Well, as we go on in the journey, new lessons are learnt, and my commitment is to share my learnings with as many budding entrepreneurs as possible.  I hope that some of the readers will benefit from these readings and perhaps change their methods accordingly.  So, here goes:

1. Document, document, document:  No matter how small you are, there is no time too early to start documentation. Many times this is the best defense mechanism available when you want to retrace your steps, and want to find out where things could have gone wrong.  At other times, it sets in a discipline of doing things right within the organisation, and ensures that standard bases are set up to be able to calibrate individual performances, and reward mechanisms.
2. Prepare for the worst: Most budding entrepreneurs are born optimists.  As a result, they fail to see the possibility that things do not go to plan.  In business, it is important to expect that if something can fail, the chances are it will.  Someone once said, you should be prepared to go through a six month period without any receipts, and that is the best test of your ability to withstand the pressures of entrepreneurship.  This is also a good way of planning for how things could be.  
3. Honor commitments, but be wary of your clients: Honoring commitments is a 2-way street.  If some of your customers keep harping that you should meet your commitments and at the same time they do not meet theirs, be prepared to understand that the relationship is not going the right way.  Any business is a two way street where while you are required to deliver, your customer is required to pay.  If he takes delivery, but delays payments, or does not commit to making payment, raise the red flag immediately.  In worst cases, stop delivering unless clients meet their commitments first. 
4. Sub-contractng, to do or not to do: Sub-contracting is a two edged sword. When you are small, it is prudent to sub-contract out to others in order to be cost efficient. But as you keep growing, it makes more sense to start handling more of the work in-house.  However, sub-contractors pose the danger of stealing your information, and in worse cases, your clients.  This is a huge risk to business that one must be aware of. So, if sub-contract you must, ensure that at least there is a confidentiality clause built in, and more importantly a non-poaching clause (both for your staff as well as for your clients) is built into the contract.  
5. You cannot do all: Sometimes some opportunities appear so endearing that you forget that it is not you who will deliver, but your team.  So, look at what are the commitments that your team has, how well are they able to handle these requirements, and whether they can handle them at all.  If you believe that even a great opportunity can be something that your team cannot handle, back off, rather than taking more on to yourself than is necessary.
6. Performance metrics for your staff: You must know what each one of your staff does.  You must also set up measures of how much and how well they do what they do.  Intuitive measures only serve half the purpose, and as you grow in size, any decisions taken based on your intuition may appear to be arbitrary to others.  So, even if it is not complete, or accurate, set up an early measurement mechanics.

And, as always, happy entrepreneurship!

Why I do not support Anna

Anna is in the air, once again.  For all reasons good and bad.  I admire Anna for what he is attempting to do, but cannot agree with what he does.  Here are my reasons for why I do not support Anna:

1. Corruption is a serious issue.  However, in this case, Anna is fighting the corrupt, the ruling elite, by refusing to talk to them. Surely that is not going to work.  The first rule of negotiations is that you try to find common ground, and then try to prioritize the items that you are willing to keep and those that you are willing to let go.  By drawing a line where nothing can be given and everything must be accepted, Anna and team have painted themselves into an unnecessary corner from which it will be very difficult to extricate themselves.
2. Fasting has become fashionable.  It is now a tool of the politicians much more than others.  Adopting the same methods which Gandhi had applied many many years ago does not hold water any longer.  Moreover, if one decides to fast at a drop of a hat (seriously, there have been too many fasts, and threats of fasts), the fatigue factor does set in.
3. What is the agenda?  Besides harping on corruption, which every citizen is aware of, and willing to discuss, there is no clear agenda.  Well, let me correct myself here.  The panacea to corruption is a strong Lokpal bill.  This kind of a thought process was successful in bringing in the RTI Act, which has dramatically changed the way we access and view information. Unfortunately, corruption cannot be expected to be challenged the same way.  Tackling corruption requires multiple areas to be addressed, perhaps simultaneously.  A critical element is the introduction of strong IT systems, better checks and balances (bear in mind that we already have the CAG, which does a fantastic job), and then perhaps a Lokpal.  Lokpal is not a magic wand that can brush away corruption.
4. While I have little doubt that politicians are corrupt, one cannot forget the complicity of the corporate sector at all.  A politician's first window to large scale corruption is provided by a corporate entity which wants to maximize its profits by any means.  By only raising issues with politicians while entirely ignoring the other equally important angle of private sector complicity, one does not gain any sympathy.
5. Doing the same thing again and again does not change the impact.  There has been no change in tactics, strategy, or even position over the last few months.  With a government that is hell bent on muzzling every initiative from the Anna camp, they must certainly change tack, if they indeed want to succeed.
6. Finally, as with any corporate strategy, there must be coherence.  Having a number of voices all speaking together in different tones does not show the Anna in very good light.  On the one hand, we have clandestine meetings (where is transparency now?), and on the other, we have intemperate language being used against the very people with whom one intends to negotiate!

You cannot shake hands with a clenched fist. Rather than waste time in sitting in dharnas in support of Anna, I would strongly recommend that we all start doing our actual bits preventing and actively dissuading corruption in all that we see around us. That, to my mind, is a much better plan. 

The Power of Ideas

It is that time of the year again! The selection process for the best ideas from the Power of Ideas contest has started - the last date for applications is 25 June 2012.
So, here as some of my thoughts:

1. Innovation is overrated. While ideas must possess at least some components that demonstrate individualism, and ideation, it is not important that every good idea must be innovative.  So, if you have an idea that you believe has already been tried in a different context, but could still work for you, go ahead!
2. Research, Research, Research.  Every idea feels sexy.  In fact, ideas give entrepreneurs a high.  But do not imagine that just because you 'feel' it is a great, it actually is a  great idea. Do your research, and be thorough about it.  Do not be afraid to trash your idea, or to modify it based on your research. Most important, take as many opinions from as many sources as possible, before you freeze on 'the idea'.
3. If you have not executed it, it is not proven.  I see a lot of people who come up with ideas which have not been executed.  On paper, it is not difficult to conceive of a great business venture.  Even before you start raving about it, make the first steps in trying to prove that it works.  This means that you need to have made it work, at least bagged a few clients, or if not, at least got to a stage where clients show an interest.
4. It is all about you.  Finally, remember that it is only you that matter.  It must be your passion, your perseverance, your ability to convince all around you, and finally, your ability to communicate the same energies to people around you. 

Happy entrepreneurship, and hope your idea is selected in the Power of Ideas!

VOC - Lost and buried

I have believed for quite some time now that the voice of the customer, the pivot on which most companies survive, is dead.  In their greed to accumulate customers, VOC has taken a complete back-seat.  As a result, all means for customer acquisition are considered fair; no means for customer satisfaction are considered necessary.

Here are some examples of what the rules say, and what the companies do:

1. TRAI (Telecom Regulatory Authority of India) has come out with recent guidelines which specify that no advertisements should last for more than 12 minutes to the hour, that there should be no overlapping advertisements/commercials while a program is being viewed, that the volume of the advertisement should not increase more than the volume of the program, etc.  All these rules are being routinely violated with impunity by all channels that are being aired.
2. IRDA (Insurance Regulatory and Development Authority) has set standards that mandate that a  grievance must be addressed within 3 days from the date of registration.  I have attempted to register a grievance with one Insurance agency whose policy I was unwittingly made to subscribe to.  The insurance agency refused to take a complaint, stating that a) it was not the correct office, and b) that they had no means of recording the grievance.  Needless to mention, I had to redirect my grievance to Mumbai and their response (which in any case was negative) came way after the prescribed 3 days.  Incidentally, a follow up mail to IRDA elicited no response. Interestingly, IRDA has redressed a total of an insignificant 31 complaints in the last 5 years of its existence! Given the number of false claims being made by practically all insurance agencies, as is commonly known, something is certainly not correct. 
3. In the month of April 2012, DGCA (Directorate General of Civil Aviation) registered only 890 complaints from all airlines.  Surprisingly, Kingfisher Airlines, which has possibly had the worst performance in the last few months, has registered the least number of complaints at 1.1 for every 10,000 passengers. So, the irate passengers that we saw talking on TV were not complaining?

While companies have cared less about their customers, I have started believing that the consumer does not care either. Criticism by consumers of services of companies is fairly rampant, but consumer activism is completely missing.  I hope that with increasing pressure on companies to perform, and decreasing propensity of consumers to spend money indiscreetly, this trend will change in the coming few years. Flogging consumers for their money without caring for them will eventually lead to their demise.

Unfortunately, the government departments (such as the ones mentioned above) are neither, nor interested in ensuring that the Voice of the Customer is heard and that he is cared for.  Even Government run programs such as 'Jago Grahak Jago' has failed in its objectives and is only sporadic in its activities.  I have tried the National Consumer Helpline number (toll free) 1800-11-4000, and have received a message that the number does not exist!! If anyone has been able to reach them, please let them know that their number does not work.

Unless this mantle is taken over by a set of strongly motivated individuals, it is unlikely to make any meaningful dent to the way consumers get routinely trashed in India. 

Reading the fine print

Nothing ain't perfect! We all know that, and in India, many of us are also resigned to that fact.  With the vast imbalances in what a customer expects, and what is available, delivery itself is seen as a boon. It is only of late that some discerning Customers have started demanding services from their service providers.
Customer activism has been the cause of death of many brands, but unfortunately in India, companies still get away with only providing lip service in the name of Customer Care.
The Government too has come out with a national helpline http://www.nationalconsumerhelpline.in.  But then, beware, quite a few of the links do not work, the phone number does not work (1-800-11-4000); or at least it did not work when I called. In any case, how can one expect the Government to be a better service provider than the service providers themselves? Even the Annual Report for 2010 (http://www.nationalconsumerhelpline.in/DataFiles/ANNUAL%20REPORT-2009-10.pdf)  shows a total of only 70 thousand complaints.  And, finally, there is no mention of how many of the complaints were resolved. Given the amount of publicity, and the possible number of unsatisfied consumers, this is probably a cruel joke!  
Here are a a few recent examples from my experiences with some of the large service providers/companies in India.  I am deliberately leaving in the names of these reputed companies because it is necessary for others to also relate with these stories, and ensure you raise your voices.  
1. I have been using a reliance broadband card which was given to me on the promise of unlimited high speed access to data all across the country.  I have had the following issues, which I dutifully raised to Reliance:
a) It does not provide the 3.1 MBPS speed that is promised in Metros.
b) It frequently breaks down in the middle of usage.
c) It stops functioning precisely at 10:00 p.m. at night and then restarts.  So if you are in the middle of any activity, beware!
On complaining, the Sales person of reliance came posing as the Customer Service agent, and guess what! He informs me that the connection I have taken is a very old one, and that I should upgrade.  So, will an upgrade guarantee better service? No way! I am told that once I exceed the limit (BTW, I was sold an 'unlimited' use package), the speeds will automatically drop.
2. A few days ago, I received a funny call on my mobile (BTW, I am on the DND, but that is another story altogether) from someone claiming to be from ICICI. And he asks if I have ever purchased a ICICI Prudential Insurance.  Yes, I did, and why was he asking?  Well, was I informed by the 'agent' (which, incidentally, was ICICI bank) that they would charge a commission?  No, I was not.  Oh! In that case, the commission of Rs.45,000 (on an insurance premium of Rs.1,50,000) would be refunded to me. For this, I would need to confirm on another call which would be made soon to me, and then keep it confidential - not even talking to my bank, ICICI Bank about it.  I could claim this amount then, in either of two methods - include it back in my policy amount, or guess what? take another ICICI Insurance scheme!!
3. Axis Bank account routinely changes its access policies (as I am sure other banks also do).  They keep positing an enhanced security feature on their website. I have sincerely complied with their requirements of forms to be filled up and submitted.  And in spite of all of this, the website blocks me, only because internally someone within Axis Bank forgot to update the contents.  The last time I faced a similar pain, I complained directly to Ms. Shikha Sharma, and surprisingly the entire issue was resolved within 24 hours! I guess that is what it takes to get things corrected.
4. My mobile service provider is Airtel. I hate getting unsolicited messages or phone calls on my mobile, and there can be nothing more irritating especially when one is in a meeting.  I had set up my DND and have probably complained about this at least 30 plus times.  And yet, I keep receiving unsolicited phone calls.  When you complain, you are asked for the date and exact time of the call/message, and you are informed that the complaint will be resolved in 7 working days.  And at the end of this time, you will invariably receive another message saying that this complain pertains to another service provider and therefore no further action can be taken!
5. Finally, the Government.  It has now been made mandatory to do most transactions online. So, you need to pay taxes online, to submit returns online, and so on.  That is, of course, provided that your online bank account works, your internet works, and the website itself works at the time that you want to log on!

We all desire the best of services, and while India appears to be hurtling towards the future at a stupendous growth rate, which is debateably anywhere between 7% to 9% depending upon who is talking, the gaps between what is required and what is available keeps ever widening.  The only remedies that I can see are that we create collective furore as paying consumers, and build pressure on the service providers to deliver.  It is best to start a collective boycott of those companies which do not deliver consistently.  Spread the word, and let only the most deserving companies survive!

Companies, beware! As you grow your customer bases, be aware that we consumers will define which of you deserves to continue to benefit you and which do not. Providers: start reading the fine print.  Do not take us for granted.