India's Security- Crisis Management

Well TATA said correctly, India needs infrastructure to fight terrorism...if at all any political leader reads my blog..here or excerpts of what every body intelligent said what can be done....Pl, Do some thing.

• India needs a Federal agency to fight terrorism. We need a layered organization, which can provide intelligence on terrorism, Commando force (like NSG), Investigation team(more equipped that ATS) and a Crisis Management Team consisting with higher authority.
• Localization of this federal agency with two hour response to any where in India. 
• India needs young MPs to think of nation rather than politics.
• India needs to adequately arm local police better than terrorists.
• India needs to create a security force in lines of CSI to guard major establishments.
• India needs to strengthen the coastal security...create an accountable team.
• Do not make political statements - dos and donts training to all political leaders in the event of national crisis.
• Structural information of all Major establishment documented and treated as confidential docs.

well let us see what we can do.....hopefully we will do some thing.

26/11 -Mumbai - A war on Terror

Actually I did not want blog about this incident...pretty much thought we started to  live along with the terrorists always. But after watching the gruesome incidents on the TV and reading about these incidents....could not stop my self... a sense of anguish, fear, frustration, anger...set in me..and almost thought,  god!!...make me a NSG commando!!!..

Well I realised later that terrorists exactly want

 to create this panic in every body's mind and thus achieve their vision of concurring on Indians. 

My daughter asked me, Dad! Why do these terrorists kill people, with that what is that they achieve? I stumbled upon my words...because exactly....could not answer to her question. I told my daughter they are retaliating for what happened in the past to their religion, if at all some thing happened.  Well lot of Muslims also died in these attacks...how can they answer it is some thing to do with retaliation. 

Sure Terrorists do not have any religion...it is an effect of constant brain wash and imbibing emotional perversion in the minds. 

Well what should be India doing now.... make political statements blaming each other? No, this is the time to really unite. Did we learn from the past incidents....do we learn and do some thing about this.... Yes, we should.... This is the time to send UN forces lead by India to Pakistan to flush the Al Qaida/Lashaker.......what ever exists on that soil.  ISI and Pakistan Army need to prove that they are innocent and help nations to eradicate the terrorists hid outs from their country.  You can think what US could not achieve for past few years in Afghanistan, how can we do this...well....this time we are sending forces led by India and It is UN forces.... you can expect fairly local support.... some ray of hope.

Deeply let us pay homage to the martyrs Hemant Karkare, Vijay Salesker, Ashok Kamte and all others...

We are proud of you...and thank you for saving the people for India and uplifting the bravery.

ABCDs...........of Customer Satisfaction

Did you learn about ABCDs of Customer Service.......... I mean ABsolutely Customer Driven.....

Seeds of customer experience  start when you set expectations with the customer during the sale and this would grow as you complete the contract. If customer receives a product which is below  expectations, there is a gap generated  and this gap gets widened when customer actually gets a service which is below  expectations. So the Customer Satisfaction depends upon the delta between customer expectations before the sale and after the service. If this Delta is zero  then customer is delighted and if it is big, customer is going to leave you soon. 

Well the delta can be reduced by establishing a  good relationship during the service period. Research shows in this area that customer satisfaction mainly driven by response to customer needs and followed by effective service. Thus customer communication plays a vital role and also the TRUST you build during the relationship. 

Most of the times...we do not understand the impact of lack of service  or failure of the product in the customer environment. In the complex world the delicate dependencies on each other, make the service  more and more vulnerable.

Most of the time customer though expects an end to end view, customer is expecting you to be a core expert in your area.

Connecting to customers is an amazing experience... it has to be beyond the boundaries...well without expecting immediate gains ..you need to carve out  this relationship very carefully.

Just to quote an example of a famous store in US... A person walks in to this famous store for a replacement of flat used tyre complaining about the quality of the product. The store supervisor greets customer and immediately replaces the tyre. Well what is big about all of this....actually the tyre is not purchased at all in that stores...the supervisor answers to a store clerk this way...

"Well the moment the person walked in to our store, he/she had become our customer. customer did complain about our competition tacitly and I replaced the tyre just to ensure he is going to be our long term customer...he will be for  sure keep coming and buying here"....

Well....this story articulates well....about...what is customer service all about.

Will India Be a Super Economic Power by 2020

Recent G20 Summit Says so...The Economic Power status slowly shifts to China and India and in the  next decade , the transformation happens. India is already a great consumer market with its highest population, Otherwise all Mobile Cos and  FMCG would not have turned towards India. Today we get every brand which used to be sold only in Western part of the globe.

India GDP is poised to grow still at comfortable 8% in future years despite Recession in markets per recent economic surveys. However, I believe India's wealth is primarily controlled by Services Industry and we still yet to make a prominent mark in Mfg Industry. Unless India diversifies its exports in to various industries other IT Biz, the survival would be tough for us. Despite abundance of natural resources, it does not have the processing units in our country. It exports raw materials and imports still finished goods. The day when we export finished goods to other countries we tend to become self reliant. 

Contrary to India, China dominates with nice Mfg Industries...you find every where Chinese stuff today.

India's inflation is at 8% today, but unless this comes down to 4% as targeted earlier by Reserve Bank of India, super status will be far from the reality. Despite political marriages between various parties, recently India enjoyed stability in the government and best of Finance Ministers, reforms continue to take the priority. The only head aches are the communal and religious riots across the country.

Well with all these still you can not forget India's dependency on agricultural industry, it needs to be isolated from floods, droughts...like may be linking the rivers across the country. 

Thus with several initiatives we need to competely alleviate the poverty.

Markets vulnerabilities continue to exist as we are down by 40% today and almost over $6B washed out of the market. But Investors have to see the long term and should continue to invest and keep the confidence.

Any way As proud citizens of India, we should continue to provide best support to make the super power dream come to true.

Trust - is the real wealth of a leader

TRUST... The five words like five elements of life of a leadership... Lot of times we think what is the trust... Trust is the only value which needs a mutual reaction and has mutual benefits.

If you do not know whom trust in your society or at home or at office....just imagine...life will be miserable.

Think of you do not trust the milk man...who might have mixed some thing in the milk...you will never have your coffee
Think when you flying.....you do not trust the Pilot's capability....you never fly
Think of you do not trust your boss....you leave the organization.
See the next picture....nice way described in article in ZDNet

• If you have negative beliefs and whether the facts or positive or negative before you.. you stop trusting some body or you never trust any body
  
• If you have +ve beliefs and negative facts.... you would be on the verge of trusting some body of facts turn +ve.
  

Same way when you do a bungee jump...you need to trust the person, the tools and his experience and skill...otherwise...you never would do that... if you notice normally this is what the trainers would put in front of you...their experience and some facts about the bungee jump.


How would you build a trust ...

Trust comes from Transparent and Open communication...Trust comes from keeping commitments.....trust comes from fair treatment with out biases...Trust comes from delegation and empowerment....creating ownership and accountability..Trust comes from sharing, developing others...and building careers.....

I can go on......but a simple example.... I used to refer to lot of my DRs..
Well we take a person to swimming pool who does not know to swim or first time to pool...
We go there...tell him about the depth of pool, dos and don'ts....and teach him how to swim...
We will observe while the person is swimming and just there to help him...and once you trust that he can swim, we just walk away....
Just correlate this what we do in a organization....what all i said above will come in front of your eyes.
Just see the pictorial diagram, down loaded from the net...

Imagine...you have people around you whom you can trust and trust you...
Your professional and personnel life would be so sweet.............

Feed back - Is an art and a real process control

We wonder when some body likes to give feed back to us or we scare when we want to give some feedback. But what we must understand is two things

1.Giving and taking feed back is an art

2.It is a powerful mechanism found to control processes ranging from human being life to Organizational systems.

Well feed backs have to be constructive and requires guts to spell out what's your perception about some body and opportunity to correct each other.

In One Minute management -One of the principle was "One Minute reprimand" - Ken Blanchard talks about giving negative feedback first and positive feedback next...so that the person leaves on a constructive Note, This is contrary to traditional way of giving feed backs.

Why Feedback is so important and powerful.... first let us take an example of human body... did you sweat while doing your workout in the Gym..do your eye pupils reduce when you see bright light.... .yes these are reactions to Human body's process of feed backs to keep you controlled. When a rocket is fired in the sky .....there are feedback control systems constantly active to control the trajectory of flight path.

In organizations employee surveys, customer surveys are all part of the powerful feed back processes. Of course, if you do not take any corrective measures then it can cause havoc too...

Feed back as i said is an art....some tips

1. You need to prepare for the feed back
2. Make person comfortable before you give the feed back,
3. It has to be constructive
   
4. Use Data Points to convey the message...not any antidotes
   
5. Give both negative and positive
6. Listen to their point of view
   
7. Create clear developmental action plans to review.

If you do not give feedback how does a person or process transform?

Ignited Minds

During Diwali Break, I read three books...Ignited Minds by Dr.APJ Kalam, Who Moved My cheese -Dr.Spencer Johnson and Invasion - Dr.Robin Cook....

Dr.Kalam's few points are really liked by me, while he was unleashing the power with in India in the book. He talks about three strengths - Physical, Mental and Spiritual . to make any country powerful, he talks about change in the education system, which needs to nurture the three strengths. True in My school days (in Sri Saraswathi Shishu Mandir), this has been the focus, probably that is what built a strong foundation for me to raise from a village belly to here.

He talks about another important aspect ..... invention....he advises first of all to dream big...dreams create a vision and vision calls for an action. But Invention....comes not only from Dreaming...also from constraints. Had India been sanctioned for missile technology, we would not have been created our sheer military power today.

Well same philosophy Organizations do adopt...they cut the budgets, head counts or some of the resources to push you to invent new ways of finding organizational efficiency.

I read lot of Books about Dr.Spencer Johnson and Kenneth Blanchard, I love these authors....they simply narrate with nice stories...the leadership traits. One Minute Management, the Little Book of coaching and Who Moved my Cheese...all the in the same league..... simple and superb.
Change is inevitable....change needs to be smelt...prepare for change....adopt the change....who reacts to this quick enough...succeed in life. I also cited few in my earlier blog....

Well Dr.Robin Cook, who is Doctor turned author of science fiction.....invasion is all about Alien triggering a virus which is going to destroy the human kind...
Well I understood at least lot of medical terms being an engineer....this is some other knowledge...

Why i prefer the Science fiction compared to normal fictions is that you can learn lot of new subject by reading. End of the day knowledge is the power....