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Monday, 5 October 2015

The essential Link between Generosity and Service Quality

Generosity. its effect on organisational process!

Generosity goes hand-in-hand with Positivity. That is why I insist managers to train themselves to inculcate generosity among themselves and their team members.  In these days of  "Cost-squeeze-to-Profitability" the general organisation drive is towards negative values.  On can experience the pain of negative thrust everytime you stand up to complain or claim your rightful service from a business.  I would like to narrate an incident that prompted this post.

A Service Failure & Potential Remedy

My whole morning today was spent on a battle with ACT Fibernet team. First they refused to believe that I was not receiving the 40Mb/s speed I had subscribed for. After I persisted with my aggressive complaining streak across, call centre, Twitter, Facebook and mobile phone call to the sales person who sold the connection, things started moving. The following happened-
1.  A very nice person, +ACT FIBERNET Field Engineer landed in my place
2. He convinced the people in the back end that I am indeed not receiving the promised 40Mb/s.
3. He took a picture of the speed test result and sent it by Whatsap to his boss
3. Thereafter, there was a software downloaded to co-browse and eliminate local issues
4. This was followed by cables being checked
5. Finally they recognised that the problem was universal and and not local to me
6. That lead to the technical team in their head-office addressing the issue and restoring the speed I am supposed to receive as per my subscription

Organisational Negativism

Now I come to the root of the problem, "ORGANISATIONAL NEGATIVISM".  By inference Managers have been trained to question the existence of a problem.  When a problem is raised, the onus for establishing the existence of a problem is on the lesser mortals in the food chain, thus the back end teams are on a high horse and they refuse to believe that the customer is telling the truth, then they refuse to believe that the field engineer is telling the truth.
If the aggrieved party is able to convince the powers that hold the key to the solution by proving that the customer and everyone else in the chain is indeed telling the TRUTH, the problem is fixed in a jiffy. 

ORGANISATIONAL NEGATIVISM is not a problem only with +ACT FIBERNET . This is a universal problem with most large "silo" centric organisations. The remedy is in the hands of the Senior Management team, who can establish an effective governance mechanism to weed out organisational lethargy and establish Speed-of-Service!

Organisational lethargy and hiding behind cost constraints or resource constraints are often the enemies of Service Excellence.  Oganisations desirous of chasing service excellence need to identify the common excuses and quickly put an end to it.  

Successful customer franchises have flourished and even commanded premium just by staying focused on Delivering the promise.  While being Customer focused in generative, running to the other side of the spectrum and getting Cost Focused in simply degenerative. 

I will urge my leadership team to stay generous and stay Customer Focused  ... profitability is simply an effect!

Tuesday, 2 June 2015

Greed & Value Erosion!


Corporations are there to make money and grow profitably. There is no doubt on that count. I grew up in a time, when large corporations prided about their value system. Stood up and assumed responsibility for social good. Somewhere in the 90's corporations started attacking two primary factors of business management "Costs" and "productivity"! CEO's and senior management across businesses urged, encouraged and even compensated employees to mercilessly eliminate processes and activities that cost them money. More often than not the victim of such merciless cost "reduction" or "elimination" was the customer. Customers definitely had no god father in the corporate systems, except the regulatory hurdles. Every now and then a conscious customer would make noise and the company will "handle" them. In countries like US & the UK where the consumer movement was a lot more prevalent and powerful, corporations were kept under check through an aware and vigilant consumer movement. When globalisation brought these corporations to countries like India, where the consumer was not very aware and the regulatory systems were not well governed, the large multinational corporations often took the easy road and diluted quality standards and took the easy road to higher profitability. They had well paid "handlers" "liaison agents" and "consultants" to manage the shortchanged quality standards. The Maggi debate raging in the television is one of those things. Nestlé will not dare to have such lose standards in America. Its simply greed and lack of respect for the rights of the customers and strong belief that they can buy the regulators and other government systems. They do believe that they will not be held accountable. The question is don't they have good value systems? Aren't they supposed to be responsible for the well being of their consumers and the society they operate in?
It's high time, we stand-up, ask them questions and force them to mend their ways and fall-in line!

Saturday, 9 May 2015

Athichoodi .. Altruism in Tamil literature

ஆத்திசூடியை உலகறியச் செய்வோம்!/
Let's Spread Aathisudi to the World!

1. அறம் செய விரும்பு /
1. Learn to love virtue.

2. ஆறுவது சினம் /
2. Control anger.

3. இயல்வது கரவேல் /
3. Don't forget Charity.

4. ஈவது விலக்கேல் /
4. Don't prevent philanthropy.

5. உடையது விளம்பேல் /
5. Don't betray confidence.

6. ஊக்கமது கைவிடேல் /
6. Don't forsake motivation.

7. எண் எழுத்து இகழேல் /
7. Don't despise learning.

8. ஏற்பது இகழ்ச்சி /
8. Don't freeload.

9. ஐயம் இட்டு உண் /
9. Feed the hungry and then feast.

10. ஒப்புரவு ஒழுகு /
10. Emulate the great.

11. ஓதுவது ஒழியேல் /
11. Discern the good and learn.

12. ஒளவியம் பேசேல் /
12. Speak no envy.

13. அகம் சுருக்கேல் /
13. Don't shortchange.

14. கண்டொன்று சொல்லேல்/
14. Don't flip-flop.

15. ஙப் போல் வளை /
15. Bend to befriend.

16. சனி நீராடு /
16. Shower regularly.

17. ஞயம்பட உரை /
17. Sweeten your speech.

18. இடம்பட வீடு எடேல் /
18. Judiciously space your home.

19. இணக்கம் அறிந்து இணங்கு /
19. Befriend the best.

20. தந்தை தாய்ப் பேண் /
20. Protect your parents.

21. நன்றி மறவேல் /
21. Don't forget gratitude.

22. பருவத்தே பயிர் செய் /
22. Husbandry has its season.

23. மண் பறித்து உண்ணேல் /
23. Don't land-grab.

24. இயல்பு அலாதன செய்யேல் /
24. Desist demeaning deeds.

25. அரவம் ஆட்டேல் /
25. Don't play with snakes.

26. இலவம் பஞ்சில் துயில் /
26. Cotton bed better for comfort.

27. வஞ்சகம் பேசேல் /
27. Don't sugar-coat words.

28. அழகு அலாதன செய்யேல் /
28. Detest the disorderly.

29. இளமையில் கல் /
29. Learn when young.

30. அரனை மறவேல் /
30. Cherish charity.

31. அனந்தல் ஆடேல் /
31. Over sleeping is obnoxious.

32. கடிவது மற /
32. Constant anger is corrosive.

33. காப்பது விரதம் /
33. Saving lives superior to fasting.

34. கிழமைப்பட வாழ் /
34. Make wealth beneficial.

35. கீழ்மை அகற்று /
35. Distance from the wicked.

36. குணமது கைவிடேல் /
36. Keep all that are useful.

37. கூடிப் பிரியேல் /
37. Don't forsake friends.

38. கெடுப்பது ஒழி /
38. Abandon animosity.

39. கேள்வி முயல் /
39. Learn from the learned.

40. கைவினை கரவேல் /
40. Don't hide knowledge.

41. கொள்ளை விரும்பேல் /
41. Don't swindle.

42. கோதாட்டு ஒழி /
42. Ban all illegal games.

43. கெளவை அகற்று /
43. Don't vilify.

44. சக்கர நெறி நில் /
44. Honor your Lands Constitution.

45. சான்றோர் இனத்து இரு /
45. Associate with the noble.

46. சித்திரம் பேசேல் /
46. Stop being paradoxical.

47. சீர்மை மறவேல் /
47. Remember to be righteous.

48. சுளிக்கச் சொல்லேல் /
48. Don't hurt others feelings.

49. சூது விரும்பேல் /
49. Don't gamble.

50. செய்வன திருந்தச் செய் /
50. Action with perfection.

51. சேரிடம் அறிந்து சேர் /
51. Seek out good friends.

52. சையெனத் திரியேல் /
52. Avoid being insulted.

53. சொற் சோர்வு படேல் /
53. Don't show fatigue in conversation.

54. சோம்பித் திரியேல் /
54. Don't be a lazybones.

55. தக்கோன் எனத் திரி /
55. Be trustworthy.

56. தானமது விரும்பு /
56. Be kind to the unfortunate.

57. திருமாலுக்கு அடிமை செய் /
57. Serve the protector.

58. தீவினை அகற்று /
58. Don't sin.

59. துன்பத்திற்கு இடம் கொடேல் /
59. Don't attract suffering.

60. தூக்கி வினை செய் /
60. Deliberate every action.

61. தெய்வம் இகழேல் /
61. Don't defame the divine.

62. தேசத்தோடு ஒட்டி வாழ் /
62. Live in unison with your countrymen.

63. தையல் சொல் கேளேல் /
63. Don't listen to the designing.

64. தொன்மை மறவேல் /
64. Don't forget your past glory.

65. தோற்பன தொடரேல் /
65. Don't compete if sure of defeat.

66. நன்மை கடைப்பிடி /
66. Adhere to the beneficial.

67. நாடு ஒப்பன செய் /
67. Do nationally agreeables.

68. நிலையில் பிரியேல் /
68. Don't depart from good standing.

69. நீர் விளையாடேல் /
69. Don't jump into a watery grave.

70. நுண்மை நுகரேல் /
70. Don't over snack.

71. நூல் பல கல் /
71. Read variety of materials.

72. நெற்பயிர் விளைவு செய் /
72. Grow your own staple.

73. நேர்பட ஒழுகு /
73. Exhibit good manners always.

74. நைவினை நணுகேல் /
74. Don't involve in destruction.

75. நொய்ய உரையேல் /
75. Don't dabble in sleaze.

76. நோய்க்கு இடம் கொடேல் /
76. Avoid unhealthy lifestyle.

77. பழிப்பன பகரேல் /
77. Speak no vulgarity.

78. பாம்பொடு பழகேல் /
78. Keep away from the vicious.

79. பிழைபடச் சொல்லேல் /
79. Watch out for self incrimination.

80. பீடு பெற நில் /
80. Follow path of honor.

81. புகழ்ந்தாரைப் போற்றி வாழ் /
81. Protectyour benefactor.

82. பூமி திருத்தி உண் /
82. Cultivate the land and feed.

83. பெரியாரைத் துணைக் கொள் /
83. Seek help from the old and wise.

84. பேதைமை அகற்று /
84. Eradicate ignorance.

85. பையலோடு இணங்கேல் /
85. Don't comply with idiots.

86. பொருள்தனைப் போற்றி வாழ் /
86. Protect and enhance your wealth.

87. போர்த் தொழில் புரியேல் /
87. Don't encourage war.

88. மனம் தடுமாறேல் /
88. Don't vacillate.

89. மாற்றானுக்கு இடம் கொடேல் /
89. Don't accommodate your enemy.

90. மிகைபடச் சொல்லேல் /
90. Don't over dramatize.

91. மீதூண் விரும்பேல் /
91. Don't be a glutton.

92. முனைமுகத்து நில்லேல் /
92. Don't join an unjust fight.

93. மூர்க்கரோடு இணங்கேல் /
93. Don't agree with the stubborn.

94. மெல்லி நல்லாள் தோள்சேர் /
94. Stick with your exemplary wife.

95. மேன்மக்கள் சொல் கேள் /
95. Listen to men of quality.

96. மை விழியார் மனை அகல் /
96. Dissociate from the jealous.

97. மொழிவது அற மொழி /
97. Speak with clarity.

98. மோகத்தை முனி /
98. Hate any desire for lust.

99. வல்லமை பேசேல் /
99. Don't self praise.

100. வாது முற்கூறேல் /
100. Don't gossip or spread rumor.

101. வித்தை விரும்பு /
101. Long to learn.

102. வீடு பெற நில் /
102. Work for a peaceful life.

103. உத்தமனாய் இரு /
103. Lead exemplary life.

104. ஊருடன் கூடி வாழ் /
104. Live amicably.

105. வெட்டெனப் பேசேல் /
105. Don't be harsh with words and deeds.

106. வேண்டி வினை செயேல்/
106. Don't premeditate harm.

107. வைகறைத் துயில் எழு /
107. Be an early-riser.

108. ஒன்னாரைத் தேறேல் /
108. Never join your enemy.

109. ஓரம் சொல்லேல் /
109. Be impartial in judgement.