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Posts Tagged ‘Indoctrination’

Suveer Madapravan is feeling happy.

April 25 at 7:35pm ·

Today at Hyderabad airport…..

I was at the internet center using the (free) net service,

Spotted this lady with a kid in panic.

You guessed it right: she had missed a connecting flight, coming from Delhi to Hyderabad, proceeding onwards to Cochin. Wife of a navy officer based in Cochin, she used my phone and spoke to her husband as she didn’t have a mobile phone. I tried booking tickets and the price was Rs. 14,700 per ticket just then I saw Mr. Gavin, customer service officer from indigo and elaborated her story; in fact, he too was searching for her. I asked him if he could accommodate her in the next flight for which he said he would try and took her out of the boarding area to the Indigo ticket counter. I asked her if she required some money – she declined.

Then, I got back to the internet center, her husband calling me almost continuously and asking me to buy a ticket with the assurance he would transfer the amount to me without delay. But, I couldn’t connect with her as she had gone outside the boarding area. Was just upset I couldn’t do much and mentally stressed thinking what would have happened And started using the internet.

Just then I saw this lady coming back and thanking me…she gave me desi ghee laddoo and mixture.

indigo 1

I was so happy to see them settled and asked her how much did she pay for the tickets.

She said, ‘NOTHING.’

I was pleasantly surprised and happy that INDIGO recognized her as a navy officer’s wife and did the realignment free of cost.

I have heard people share a lot of bad experiences with Indigo executives…but, here is a HERO…Mr. Gavin, customer service officer who took all the responsibility and ensured a smooth arrangement.

Kudos to Indigo and Mr. Gavin. As I see it, Suveer too has been no less a hero either.

indigo 2

This incident brings up a key question not confined to Indigo:  Why can’t all – may be not all, but most – customer-facing employees be like Mr. Gavin?

I see a few factors responsible for this magic to (not) happen: a) Firstly s strong conviction from the top to do the right thing by the customer and not hesitate to walk an extra mile if situation demands b) strong communication, stretched to the point of indoctrination, of what the org stands for with frequent reinforcement, preferably practiced very visibly in live action,  and c) empowerment at the service end-points for showing sensitivity backed up by quick action

While on the subject of indoctrination, so well managed by the MNC’s, I’m reminded of a specific instance that serves to exemplify the point being made. Years ago, I think late seventies or early eighties, Hewlett-Packard was lagging behind everyone else in the field in announcing a 32-bit computer, something the Indian market clamored for. We faced stiff resistance wherever we went to talk about HP’s computers, the ones with 16-bit word-length. We had folks coming in from Palo Alto (International Sales), Hong Kong (Fare East HQ) to tell us and our prospects, thumping the table, how word-length did not matter at all in commercial data processing where data is basically 8 bits. In fact, shorter word-lengths yielded better results at times! Neither did we buy the argument, our customers, even less. Since there was no 32-bit product in HP’s stable, we were forced to push ahead in the field whatever we had, on the back of those arguments we didn’t believe in. Needless to add we were completely disheartened with so few wins.

Some months passed. A team, no strangers, came down from Palo Alto grinning ear-to-ear to break it to us.  This time it was a you-asked-for-it-and-here-it-is 32-bit computer, made available for sale in the Indian market! Along with it came a new set of arguments – all of it old hat to us – how a 32-bit machine out-zips machines with shorter word-lengths (never mind there was hardly any of its kind in the market), all from the same executives spoken with the same conviction! I didn’t think for a moment they were being dishonest. It was more like ‘my company says now this is an innovative product that outperforms 16-bits and it must be so.’ Some innovation, indeed!

That’s indoctrination for you. Am sure if one asked any HP employee in any of its factories or from any of its far-flung field-offices across continents, they would speak the same words! Contrast it with an Indian organization, where every employee proudly has his own views on his company, its values and its products and speaks about it freely. And that’s why not all of them can never ever be Mr. Gavin.

Indigo, not all is lost yet…indoctrinate…indoctrinate…indoctrinate thought, speech and action…the way to go.

 

End

 

 

PS: HP reckoned its new product a success over its lifetime – I’m sure they had the numbers to back up. Though it did not exactly set any river on fire, no books were written about it, as far as I know. An epic  let-down for die-hard’s like me. However, it was a certainly bold step for HP, perhaps the first among its peers,  to embrace Unix over proprietary software for its mid-range and mini-computers. Staying with proprietary software was cited by many industry pundits as a reason for the downfall of the legendary Vax machines and the eventual demise of DEC.

Source: vide Gopalakrishna Sunderrajan in fb.

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