Month: March 2012

  • Idea Brahma

    Idea Brahma combines cloud computing with mobile technologies to provide innovative solutions in healthcare and education.  In conversation with co-founder V V Ravindra

    [scribd id=87378982 key=key-2i45vkq6x7wpjntogq5s mode=list]

  • Empowerment

    In ‘Is Kindness a Strategy?’, Jeffrey F. Rayport shares the story of an American Airlines employee who ingeniously helped a passenger catch a flight though he was late, by using the express lane for ‘invalid’ guests. He mentions that many colleagues of the employee might not be happy with her way of dealing with the passenger. He also writes about Ritz-Carlton’s use of “service recovery” – a company’s ability to respond quickly, decisively, and effectively to a service problem of its own making — is a powerful way to increase loyalty among existing customers. He rightly draws the distinction between the two approaches – they vary on who’s at fault, the customer or the company, and asks what any business might stand to gain if it oriented its associates to look out aggressively for opportunities to perform true acts of kindness for their customers.

    In my mailbox, a few minutes earlier, I had seen this, in which Hugh MacLeod takes a (what I considered a) legit shot at meetings. As always, the toon says it all. When confronted with a business problem, (generally) the organisation’s first impulse is to meet, discuss, analyse and arrive at a consensus… probably 24 hours later. Yes, even when it involves a real-time platform.

    As I was writing last week’s post on culture, I was asking myself on the ingredients that make up a great organisational culture. Based on the above, I’d say Empowerment. When you have hired a professional to do a job that he has skills in, he/she should be empowered to apply his judgment to situations and not have to go through red tape or meetings involving people with minimal perspective on the matter. The first tenet of Zappos’ famous core values is “Deliver WOW through service”. In the same breath, Tony Hsieh also talks about “investing in a corporate culture that allows employees freedom and space” and follows it up with “If you get the culture right, then most of the other stuff, like great customer service or building a brand will just happen naturally.” On a related note, their unique hiring policy ensures that their sales staff don’t need scripts, they are trusted enough. It also ensures that an excellent culture is built by finding a fit between what makes the individual and the organisation tick. Empowering the employee so that he grows and so does the organisation.

    until next time, power trips

  • Realty Check 1

    They would’ve loved to live here. A relatively hidden area in the heart of Koramangala, such that the EMIs would karmically commit them to several rebirths. But they had a plan. A group deal involving like minded people – to dump garbage there everyday until the rates came down. This post is the first step. 😉

  • Deaf Heaven

    Pinki Virani

    I’m quite a fan of Pinki Virani’s earlier work – Once was Bombay, so there might be a bit of a bias here. 🙂

    ‘Deaf heaven’ is billed as her first work of fiction, but is perhaps as close to non-fiction as it can get. The characters are clearly based on the contemporary personalities – from movie stars to politicians, and the descriptions are such that a little knowledge can easily help you identify them – the ‘caterpillar -eyebrows’ actress to the leader of the saffron army, to the famous film star and his wannabe famous son and the lesbian maker of daily soaps. See? 🙂

    The narrator is the cleft lipped and recently dead Saraswati, librarian by profession and collector of facts. Over a weekend, with an eclipse that serves as a climax for the multiple narratives, she traces the lives of the characters, a mixture of the famous and the ordinary, connected to each other by varying degrees of separation.

    The book is a commentary on modern India and its mixture of contradictions, with representatives from different geographies, strata in life, age, and religion. Though primarily a woman’s perspective, the author manages to tackle the paradoxes of the emerging superpower – from female infanticide (and an ingenious way of communicating the unborn child’s gender – an illegal act), and tribal exploitation, to the mechanics of religion-politics, the effect of chemicals on vultures and the ‘death by railway track’ on Mumbai’s famed local trains, all interconnected, just like the characters.

    Though a preachy tone does dominate the last part of the book, it is definitely a must read, not just for the pertinent and fundamental questions the author makes us think about, but also for her razor sharp wit.

  • Aromas of Coorg

    Fully automated vending machines that serve freshly brewed authentic filter coffee, that’s the business Aromas of Coorg is into. In conversation with co founder Radhakrishnan M.

    [scribd id=86451170 key=key-70nv6akkcvvf11mocv6 mode=list]