SOP revisited

Revisiting Statement of Purpose that I wrote 3 years ago... Nothing much has changed. 

Airtel's Customer Service Department - how smart !

I wanted to change my broadband connection tariff plan. I called up Airtel Customer Service. As usual it gave an IVR menu and said, press 9 to talk to a customer service representative. After pressing 1, it says, "You will be charged 50 paise per minute for this service". I thought alright... then it just plays that crappy airtel music (the earlier Rehman's tune was slightly better) before it connects to human interface (remember the meter is ticking). It connected to someone, I explained the tariff I wanted to take, told my details like name, phone number etc. he said - may I put you on hold to pull the data from system...blah blah... and after "few minutes" he comes back, asks my alternate number and email (remember meter is ticking) takes my billing address, last mode of payment and says it will be effective from next billing address. My billing address is from 26th to 25th of a month and I said, make it effective from today (its 27th). Before I could even ask that guy cut the line. I checked my phone and it already cost me INR 5.5 (10.5 minutes of call duration).

The fun part starts now...

I called them again, said I was talking to one customer service representative and the line got cut, I want to ask him about the plan. Again... press 1 to speak to CSR and note, 50 paisa per minute charge...This new guy asks me again my phone number, name and asks me 'what is your alternate number and email' ? I was like...'dude.. your friend sitting right across to you just now pulled it up from system and asked me to confirm and I confirmed. So dont worry about it, just answer my question...", before I could ask the question the line gets cut again. INR 2 gone in the drain.

Is this a smart strategy of Airtel to pay for itself for the service department?

The right service attitude

I recently got an office provided Blackberry device that is from Vodafone. I had difficulty in the dial pad. I can make calls from a number that is already typed in (from an SMS or address book), but I can not dial a new number except for 0. This surprised me and intuitively sounded like some setting problem. I searched in the net for a quick result, but did not find the right answer immediately. Then I thought let me call the customer service of Vodafone specially for BB customers. Following is the discussion between the customer service representative and me.

CR: Good morning, this is ABCD, how can I help you?

Me: Good morning... I am XYZ from ABC. I got BB from you and for some reason, I am not able to dial numbers, but I can make a call from an existing number in the address book.

CR: Sorry, I did not understand your question. Can you repeat?

Me: I repeated.

CR: If you are not able to dial the number, then it is a handset problem.

Me: May not be, since I am able to make a call from the address book. Can you try to find if there is some setting that I can change?

CR: No sir...its a problem with your handset, try changing the SIM Card? (I was thinking to myself why the heck changing SIM will help if its a handset problem?)

Me: I will try, but are you sure that this is not a setting problem?

CR: Yes.

Knowing that he cant solve my problem, I thanked him and kept the phone down. I searched on the net a bit more and found the solution in BB support forum.

http://supportforums.blackberry.com/t5/BlackBerry-Storm-Series/Dial-Pad-can-t-dial-extensions-after-cal-is-placed/m-p/397550

The issue is with different language settings and once I changed the language it got alright.

The point is, what sort of mindset should customer service representatives have?

- After the call I have a feeling that CR does not know anything.

- He does not even try to solve my problem.

- He does not care to ask few more questions to isolate the problem.

- He does not even bother to really check what the problem is or even later give me a call if replacing SIM solved my problem.

Perhaps from CR's point of view, his thinking of customer (me) may be...

- What a non-sense guy, cant he understand if he is not able to type a number, it means its a problem with the handset?

- Why does not he try changing the handset?

- Why is not trying to listen to the solution that an expert (CR himself) is giving?

In my opinion no customer support team comes to work to say, today I will not help my customers. For few known/unknown reasons there is a gap between what is expected from customer and what is being delivered. It is quite essential to realize this gap from both points of view and try to reduce it.

For example, if we consider the above case, the mindset of the CR should be to really to "help" and check (by probably calling back the customer) if the problem is solved or not. For the customer, it is essential that he explores alternate channels and have a realistic expectation on what customer support can really solve.

Why I dont like Blackberry...

I recently switched from Android to Blackberry since I had to take a new connection from office. I really dont like this new device. I got BB Storm2 from Vodafone and here are few reasons why!

1. Android Apps Market UI is much better than BB App World Interface

2. My BB phone heats up a lot while charging.

3. My BB phone heats up while talking or sometime even while inside the holster.

4. The response time is pathetic to click on 'Unlock' and after clicking 'unlock'.

5. I have to charge every day.

Nuclear deal with France - A joyous moment or a cautious moment?

Would you be proud as Indian with the news that France will supply nuclear material to India?

Yesterday India and France signed 5 deals related to supply of nuclear material for energy needs. The deal ensures French suppliers can supply nuclear material to India for its civilian nuclear activities. India is hoping that new power plants will add 10,000 MW of power to the grid. As per Indian laws, the supplier assumes full responsibility incase of hazards due to nuclear material which could potentially slowdown the deal with France. However, is this a proud moment for us?

Agreed that we are a developing nation with double digit GDP growth prospects for next 10 years. Should we adapt the same policies as Developed Nations did in growing? Can we make a difference as Indians by investing in alternate technologies and better policies that can sustain our environment? Do we have the capabilities to deal with nuclear waste generated from the civilian nuclear reactors? Is it a race we are in to go after GDP year after year growing aggressively at any cost (sometimes including our mother Earth in that cost) ?

Just google around for the protests in Europe over nuclear waste. There is still no technological solution possible to deal with radioactive waste in a harmless way. There are strong protests in Europe to restrict nuclear power plants and the governments there are bending to these demands. It should now be obvious to you, why the west wants to sell nuclear material to east.

T A Bad Experience - 2

This is what we got for dinner

I would like to ask the customer service desk, is this what they eat when they get home after a hard day's work?

T A Bad Experience

The chaos at the airport...

- Our flight landed at 7 pm

- After lot of negotiations and trying for connections, no onward journey was possible, we decided to accept the hotel offer

- We were promised 5-star hotel close to the airport

- We waited for 45 minutes or more in queue...

- Everyone was just crowding around the counter

- Someone said you cant just in the queue, lets go to the counter pushing...

- We were worried at some point if we can get hotel or not

- One first class passenger was mad at them for offering a 4-star hotel.

World Public Debt

Check this interesting interactive page from the Economist.

http://www.economist.com/content/global_debt_clock

India has roughly $730 of Public Debt. Imagine telling this to a layman... "tere sir pe circar ne thees hazaar ka udhaar liya !!". (The government borrowed 30,000 rupees on your head).

My dream home theater

Display Unit - 40" LCD - not 3D TV yet [Sony Bravia Preferred] (50)

AV Receiver - Denon 1911 (45)

Disc Player - Sony BD Player (10)

Front Speakers - Polk Audio Tsi 300 (Monitor Series) (21)

Center Speaker - Polk Audio CS 10 Center Speaker (9.5)

Rear Speakers - Polk Audio OWM 3 (11)

Add Ons

- Nintendo Wii (18)

- Sony PS3 (18)

- Tata Sky Receiver (2)

Although its a dream home theater, it has to be affordable as well.

Can change be good or bad or neutral?

My friend said any "Change" is good until it gets boring.

I started to wonder then, why do ppl 'resist' change!

And then I remembered that 'Change' can be good or bad or neutral. People dont really resist the change if its good, they resist if its bad and they tend to make the change happen if there is neutral effect. For more information, one can look at the concept of Psychological Contracts in organizations.

Day 1 and Day 2

The flight in Mumbai got delayed... it started at 6 am... there are some 10 people from Guntur all doctors attending a conference at Sweden. I met one acquaintance among them after a long time. Had a long chat with him until flight time and also in Istanbul. We reached Barcelona at 9 pm Indian time yesterday and its around 5:30pm local time.

We checked into a hotel that is almost core of Bcn. you can find the pictures here.. http://www.barcelonamar.com/

this place is about 500 - 700 mts from beach front. have not gone there yet... y;day evening was roaming in the main streets. this place is full of Indian subcontinent guys.. (cud be Indians, Bangladesis, Pakistanis..) many small shops similar to what we see in brigade road... selling mobiles, sim cards, gift items kind of stuff.. need to move to an apartment soon... Vinay from IIM-L joined... We three can rent an apt.

Weather is exactly same as Bangalore. Not humid at the moment... 21C and it rained just before we landed...

Day 2

Its 7:40 am now... I will catch a train that takes 30 minutes to the university. The walk to train station is about 15 minutes. From the train station to university is again 15-20 mins.

Reached the campus at 9 exactly. The first course is Spain: Recent History, Current Political and Social Issues. Very interesting class. Its from 9 to 12 with 20 mins break. Now sitting in the library... Will go for lunch soon.

TV Commercials

When I was not a student of consumer behaviour class, I used to think coming up with an advertisement (Commercial) was an easy task. Just get a good looking model, popular song in the background and show the product prominently. Ofcourse now I know its not so easy.

Tea Brands in India

Divided into segments based on price points.

Super Premium Brand

Lipton Green Label (Priced at Rs 280 per 450 gms)

Premium Brands

Taj Mahal (Priced at Rs 170 per 490 gms)

Brooke Bond 3 Roses (Priced at Rs 163 per 490 gms)

Lipton Yellow Label (Priced at Rs 210 per 450 gms)

Chankra Gold

Medium Brands

Brooke Bond Red Label (Priced at Rs 146 per 490 gms)

Tata Tea Gold (Rs. 160 per 500 gms)

Tata Tea Premium (Rs. 130 per 500 gms)

Taaza

TATA Gemini

Kannan Devan (Rs. 118 for 500 gms)

Economy Brands

Tata Agni (Rs. 150 per Kg)

A1

Aarogyam (Sehatmand) (Rs. 96 per 500 gms)

How train tracks are laid...

Check it out if you are curious...

http://www.youtube.com/watch?v=qFE8nmKpmXY

Short story (Fiction)

Four men wearing baniyan and shorts are sitting and playing caroms under the street light. The time may be around 8 pm. Two others are watching the game. Some TV dialogues heard from a distance, must have been an action movie. Its a narrow street with a stream of drainage water flowing on the roads. 2 kids of age 5-6 are playing near the water making water boats, both of them wearing dirty clothes, hair not combed, chit chatting. The 4 are sitting on small chairs, carom board on a small wooden stool, chairs are made of iron. A flight taking off from a distance and the kids watch it taking off, with the wheels folding back, and the flight disappearing into stars. The flashing red light under the flight, still fresh in kids memory.

One of the kids come running towards the four men playing caroms and says, “Dad, mom is calling you”. The one whom the kid is called is about to put the red coin in the hole. He does not pay attention to it and focuses on putting the coin. He puts it successfully, and gets up with joy. The kid says again, “Dad, mom is calling” and runs way to play. The dad notices untidy kid, his play in water, his clothes and expresses small disappointment, but he gets back to the joyous mode to resume the play to put the follow on coin. The game is over, every one leaves the table saying, we will continue tomorrow. One of the men, Arjun, comes home where his wife Reema is cleaning the utensils and arranging dinner.

Arjun: “How many times I told you to take care of Chotu? He is playing again in the mud and sewage water. I want him to see as a big officer with white car and red light on the top. One day he will take me around Mumbai in that car. He should study well.”

Reema: “Oh... come come !! The most responsible dad, how many times you have come home early to see your kid doing home work? Always, you, your friends, and that “Coin” game. Have you ever cared for the family?, do you have any idea of the situation at home? Its not easy as your game.”

Arjun: Its not coin game, its Caroms !!

Reema: “Chotu’s teacher asked for yesterday, she told not to let Chotu drop the school. He is studying well and one of the bright kids in the class”

Arjun: “What happened?”

Reema: “Its already 10 days late for school feel, he does not have proper uniform, no shoe and he can be allowed to school if we don’t pay in two days”

Arjun: “ I will kill those who don’t allow my son to the school”

Reema: “There is no point in shouting, Geeta was telling me that she makes 200 a day from selling vegetables. She takes the morning train, goes to mandi, buys vegetables for 500 and on the way back, she sells them for 750. After lunch and snacks, she saves 200 a day. She is home by 5 and she takes care of her son also”

Arjun: “Dont say it again, this is 100^th time I am telling you, you should stay at home and take care of family. Chotu should be sitting and showing me Mumbai in the white car”.

Reema: “ I am doing all I can, what else can I do? I wish you have a regular job”

Arjun: “Dont worry, I am meeting someone tomorrow”

Reema: Suspiciously, “Someone?”

Arjun: “Yes, an old friend of mine.”

Reema, curiously..: “Did he promise a job?, accept only if its a regular job”

Arjun: “You don’t worry about all those details... our bad days are over, we will be able to make Chotu a big officer”.

Part of my course work on "Exploring Organizational Processes through medium of Theatre"

Oil Subsidy in India

With the recent announcement by Government of India to reduce subsidies slowly and move towards market determined prices of oil, the Petroleum Minister announced that state supported oil companies are losing millions of money everyday.

India is 7th largest importer of oil. But India also meets 40% of its demand from domestic production. Besides, ONGC sells crude to government at some discount. Now think about it.... the oil companies claim they buy 100 barrels of crude at international prices, lets say 80 dollars per barrel. That is 8000 dollars. But in reality, they buy only 60 barrels at international prices and rest 40 are bought in domestic market. I am not sure whats the price in domestic market, but it cant be 80 dollars per barrel. Assume it is half the price. The total cost to oil company is (60*80 + 40*40) = 6400 dollars. The oil companies are showing notional loss of 1600 dollars, though in reality, it is not incurred.

Any comments?

Great people managers

1. great managers don't try to force people to become something they are not

2. great managers recognise the individual differences and talents of people and work on drawing them out

3. great managers define the results and then let each person work out his or her own way to get there

4. great managers help people grow into roles in which they can do more of what they are naturally "wired" to do

5. great managers help people find their own strengths.

(source:http://nhrdpune.org/documents/articles/20080410_how_to_become_a_people_manager.pdf)

Godmen

Whenever I read about the scams about "Gurus", I am surprised by the fact that why do so many people blindly worship them when there are so many real Gods around us. Yes, it is true, I have seen the GODS around us in current world who never said they are gods. Let me quote some examples:

In the year 1976, Dr. K Venkataswamy a retired doctor from the Government Medical College, Madhurai spent all his savings and built a 11 bed hospital with the help of his family members. He never got married, he raised all his family members, he is the only doctor from his village, he suffers from rheumatoid arthritis (that forced him to retire from Army), he was practically bedridden for sometime and with great will power he was able to hold the surgeon's scalpel and joined Government service as eye surgeon. Post his retirement, he started Aravind Eye Care with only one mission, “Eradicate needless blindness, restore to these people the precious gift of sight, and provide compassionate and high quality eye care for all”.

Aravind Eye Hospital treats the maximum number of free patients in the country or probably all over the world. All the employees of Aravind Eye Hospital including the doctors, paramedics share the same service attitude towards any patient - paid or free. In my opinion, Dr. V is God in human form.
If you want to be a devotee, if you want to reach heaven after death, if you want solutions for your depressing life, if you want short cuts to your problems, if you want peace of mind, if you want to live for a purpose then reach out to people like Dr. V.

How much black money overseas?

The Hindu reported yesterday that our Prime Minister Dr. Manmohan Singh will ensure the return of black money deposited in foreign banks. Click here to read the news. The news says, "While no official data is available on the quantum of slush funds, it is estimated that such black money stashed away by Indian nationals in tax havens overseas could be worth nearly $140 billion."

That amounts to approximately 10% of our GDP.

Fat Wallet Syndrome

Achtung to all those with a fat wallet in their back pocket !

Did you guys know that if you are really lazy to clean up your wallet and grows fat, you still keep it in your back pocket, it could potentially cause "Piriformis Syndome" aka "Fat Wallet Syndrome".

So, whats up with that syndrome? This syndrome puts pressure on "Sciatic Nerve" that descends down from lower thigh to the leg. When you keep your wallet in the back pocket, you are putting pressure on this nerve and this can cause lot of problems such as "Pain in the buttocks" or numbness, not able to stand for long time etc.

Dear fells, hence take care not to keep fat wallets in the back pocket.