The PJ (poor joke) above might no longer remain a PJ if banana peel is replaced by a typical problematic situation one encounters in daily routine. The question remains unanswered then: Why do some people find it difficult to act beyond cure? They do think 'Prevention is The Best Cure' though! I was no different from them! But now my journey is gathering speed, hopefully in the direction that the blog is supposed to drive towards. Checkout my other blogs and work at http://www.worldOFkaizen.com/
Showing posts with label Leadership. Show all posts
Showing posts with label Leadership. Show all posts

Friday, 2 January 2026

"How did I get the Desired Performance!"

"Mid-year 2020, I was doubtful of achieving planned turnover for the whole year particularly since most part of the year was already lost due to the pandemic situation. I wonder, how we got the  Performance though as desired!" exclaimed the CEO on April-1st, the first day the of the next financial year!

Not an April-Fool, but it was a genuine effort of the CEO to understand the "how-&-what" of the things gone right! That - 'to be a learner' - is surely the sign of a 'good' leader wanting to be a 'great' one!

In past I often found an answer to this question in the judicious mix of the application of reinforcement techniques (as the environmental nudges to perform), intrinsic motivation of a person and her capability to perform. So was my reply to the CEO!

Ability + Motivation + Environmental nudges = Performance! I tossed the equation at him.

(Extract from the book: Ego + Ego ... We Go! Behavior Modulation Techniques To Improve Kaizen Leadership, Performance & Negotiation Skills by Shyam Talawadekar)

"You get what you review" as someone has said (or rather ask for it assertively). I've had firsthand experience of this statement (during my leadership career if at all) that one must incorporate right "nudges" in a right manner as an integral part of the Performance-equation as above, I told the CEO. 

Consistency in you conducting weekly reviews as the nudges (subtle ones more frequently) - that consisted of clarity on the weekly goals in tune with the annual ones, enabling teams to work within the "forced"  constraints on resources towards ensuring sustainable growth (as a commitment to planet before profit), to comply with the corresponding standards, driving improvements on the root causes of the shortfalls, if any - followed by instantaneous non-monitory-recognitions as Positive Reinforcements, to those intrinsically motivated employees demonstrating values-based performance, played a major role in getting the desired &/or the raised level of sustainable performance. 

It may not be out of place here to remember that there is a Difference between Ability, Capacity, Capability and the Competence that differentiate between achieving a desired level of performance rather than merely the performance itself.

By the side of the Positive Reinforcements, Negative Reinforcements where needed, such as say the fear of losing compensation proportionate to the lower level of performance, if any, play their own role.

Of course, fear of rationalised punishment, like the one that some non performing managers got in the said company, play its role too.

The positive effect of the former - the Positive Reinforcements - however, gets more than nullified by upsetting the capable as also the intrinsically motivated employees, if the latter, the Negative Reinforcement & especially the punishment to the non performers, is not put in place adequately! However, such a punishment in particular, should not be awarded unless every other effort - Saamaa-Daamaa-Dandaa-Bhedaa - had already failed.

So, effective execution of environmental nudges is as important as building capable people while riding on their intrinsic motivation in order to get the desired level of performance! 

And to get the the desired performance through right means & measures without harming the planet! "We can count, but we are rapidly forgetting how to say what is worth counting and why" as the German-American computer scientist JOSEPH WEIZENBAUM says.

It's good to reflect and build upon the causes of what went right (or what went wrong) in the above process of performance development-cum-management in its intermittent stages rather than complacently rejoicing a good performance (or playing a blame-game regretting a bad performance) at the end of the pipeline. 

Such a 'process of reflection' is called as the Hansen-Kai way to learn wisdom! in Kaizen practising companies that make a difference!

Isn't this the job of a Great leader and that of her Good leadership team!


Also read a few relevant blogposts hereunder:

Do You Force Customers To Quit
In-a-problem ? No-problem! Dwell-a-while!
Customer or Custo-Mer ?  
Experienced A Delightful Payment ! 
An Experience of Heart-and-Soul 
Do you keep curing your brand ?  
customer gets what s/he deserves: Shoddy Quality!  
Listen to iceberg of VOC to acquire customers 
Less With More And More Gets Sore 
Should one care for value ?  
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture 
Tolerate Once, Twice, Thrice?  
The Business Of Businesses 
That's how some business partnerships work 
Taken-For-Granted ? You Deserve It !! 
Strategise To Achieve Targets Daily 
Does recognition really matter 
That's How Morons Work
Simplicity Of Theory Of Relativity
Difference between raam-&-krishna tactics



Sunday, 4 April 2021

Difference between Ability, Capacity, Capability, Competency, & Excellence!

In business, we often take stock of materials and equipment meticulously but not that of the human skills with as much seriousness. We hear people say, I have able people but still don't get desired Performance.

Competency assessment and deployment is an important part of the job of leaders to get a desired level of Performance in a business setting. In order to do so, one must understand the difference between Ability, Capacity, Capability and the Competence.

As an example, one may say that, "I have the ability to write!"

But “How much can I write in what timeline?”

The ability (the skills) with a relevant measure to perform a given task or a process defines the capacity of a given person (just like that of an equipment) and in turn that of an entity. So one may say that my capacity to write is 50-words per minute (wpm) and I can keep writing for 1-hour at a stretch, say.

But “How much should I actually be able to write as per the demand of the situation?"

Say, the demand is to write 50-wpm for at least 2-hours at a stretch!

If I've the ability to improve to a level such that I can handle the gap between the demand and my current capacity level then I've the capability to perform at a raised level.

Can I win a competition of writing (speed & duration) though?

If I can challenge, compete & deliver the desired level of results (rather win the competition) in terms of quality and quantity successfully then "i am competent."

Accordingly, for Competency Assessment one may categorise employees as follows based on their competencies or the levels of their skills.
 
Five categories of employees based on their competency or skill levels to perform a job or a work are as follows.
 
1.  Novices! or Beginners! - Those who ‘don’t know’ How & Why of the job.
2.  Able! or Intermediates! - Those who ‘can do’ but ‘can’t deliver promises’.
3.  Capable! - Those who ‘can’ & improve ‘capacity level to deliver promises’.
4.  Competent! - Those who 'can troubleshoot & win' but ‘can’t transfer knowledge’.
5.  Experts! - Those who have ‘knowledge, can perform, troubleshoot, and coach others to make them competent'.
 
Table (from my book "TPM for Reliable and Just-In-Time Value Delivery to Customer") shows the evaluation criteria and corresponding training implications to graduate to a higher skill or competency level.
So how does one get performance!

The equation I've put in my book: "Ego + Ego: We Go! Behavior Modulation Techniques To Improve Kaizen Leadership, Performance & Negotiation Skills" is as follows.

With the understanding on the difference between Ability, Capacity, Capability and the Competence, I would like to revisit the above equation to get Performance as follows in order to get a Desired Level of Performance.

To get a Desired Level of Performance, it is the Capacity in place of Ability.

Now the equation looks like as follows:
Capacity + Motivation + Environmental nudges = Desired Performance

To get a Raised level of Performance, it is Capability in place of Capacity.

Now the equation looks like as follows:
Capability + Motivation + Environmental nudges = Raised level of Performance

To get a Benchmark level of Performance, it is Competence in place of Capability.

Now the equation looks like as follows:
Competence + Motivation + Environmental nudges = Benchmark levels of Performance

Believing in self to perform, planning meticulously and executing the plan to win is to lead one-self!

Helping and enabling others to do so & create more leaders is about the leadership without which the journey (as follows) to create 'benchmarks' and create 'excellent*' organisations could be a nightmare!

The Journey:
Beginner! (to) > Able! (to) > Capable! (to) > Competent! (to) > Excellent* Company!
(*10 out of 10 on a Radar* scale of 0-to-10)


Also read a few relevant blogposts hereunder:

Do You Force Customers To Quit
In-a-problem ? No-problem! Dwell-a-while!
Customer or Custo-Mer ?  
Experienced A Delightful Payment ! 
An Experience of Heart-and-Soul 
Do you keep curing your brand ?  
customer gets what s/he deserves: Shoddy Quality!  
Listen to iceberg of VOC to acquire customers 
Less With More And More Gets Sore 
Should one care for value ?  
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture 
Tolerate Once, Twice, Thrice?  
The Business Of Businesses 
That's how some business partnerships work 
Taken-For-Granted ? You Deserve It !! 
Strategise To Achieve Targets Daily 
Does recognition really matter 
That's How Morons Work
Simplicity Of Theory Of Relativity

Wednesday, 16 August 2017

How important is a strategic plan for business?

Everyone out there is to sell something to someone. That's called as business in business language.

In today's VUCA (volatile, uncertain, complex, ambiguous) world the sellers seem to outnumber the buyers. If yet not, then they will eventually do. Because, Everyone out there is to sell something to someone.

Naturally, it's important to answer a few questions before setting out to do business without bankruptcy.

How to do business with limited access to resources?

That's where comes the role of strategy.

In order to evolve strategy you need to probe into yourself as also into your business environment. It'll help you to do PEST and SWOT analysis as they say and do in business. PEST and SWOT you need to do both at personal as well as business level.

You need to know Where you want to go?
With what (offering) and how?

In order to do this adequately, you should've heard and read the VOC Voice-of-Customer.

Strategies derived earlier will help you to translate the VOC into delivery of the delightful offering to customer duly differentiated from competition and of course with cost leadership. Unless, of course, you want to drive volume leadership at calculated loss by design.

Now you need a daily control over the strategy to stay ahead of competition and stay successful sustainably.

Monday, 27 July 2015

Crying? It's time to kick-it-off!

'What's on TV?', wife asked.
'Dust', the husband said and then the fight started.... I began my speech with this PJ.

It was a presentation in front of about hundred strong audience attended by president of the company along-with management team of it's business units (BU).

Presentation began with chief of one of the business units appreciating each and every employee from a pilot for their wholehearted involvement. In about four months time the process and machine's performance effectiveness improved from 65 percent to 90 percent. After him, his team began sharing experiences.

"Seventh month in a row, machine hasn't broken down yet", said the mechanical maintenance supervisor.

"And the machine will 'tell' us well in advance before breaking down", said the operator. "Post implementing the TPM¹, it 'speaks' to us as a child does to the mother".

"It's rare to see this kind of culture and sense of pride in their work": The finance head of the company couldn't resist temptation to voice his observations after watching their enthusiasm and before-after pictures of achievements.

Can money buy such a kind of engagement and satisfaction?

Message of the proceedings was loud and clear to the audience: Although Google might be a knowledge bank with sea of literature on technicalities of TPM there to be read and researched, generating such a kind of positive attitude and sustaining the corresponding improvement culture is a different ballgame altogether: The one of soft dimensions of TPM: The Kaizen culture that needs to be experienced to be believed.

This was a story of a TPM pilot and a couple of it's support functions covering about fifty grass-root level employees from a continuous process plant. The change had begun with their top management team going to shopfloor to find opportunities for improvements (OFI) and implement changes, the Kaizens. Doing this on behalf of the employees was to take the 3D (Dirty-Danger-Difficult) realities on the floor head-on and demonstrate leadership commitment.

Unlike the man in the PJ 'showing' dust on TV, that's the way to get others to proactively "see" dust on their machine and prevent it from entering it's bearing as also from breaking it down. That's the kind of behavior expected from managers expecting a deep rooted change in their employees.

And when people in power do so, their subordinates change the very definition of problem: There is nothing called 'problem'. It's just the absence of an idea to find solution just like there's nothing called 'darkness', it's just the absence of light. 

And when they focus on solutions rather than 'crying' of problems they 'see' more and more OFI possibilities (Kaizen-Teian). That's the beginning of a change in culture.

If you want to experience such an improvement culture then it's high time to be ruthless with self and ask:

How many times do I practise it myself rather than 'telling' others to behave?

How many times do I 'catch' others to give positive strokes (recognition) for having tried to make a difference?

How many times do I procrastinate like that character in cartoon saying: I definitely want to praise your hard work but I just can't find the right words!

It's time to enable self and then others!
It's time to kick-it-off!!
It's time to do-it-now!!!

Footnote-1: TPM means Total Productive Maintenance or Total Productive Management as some like to call it.


Also read a few relevant blogposts hereunder: Please do consider leaving a comment or sharing this post.

Taken-For-Granted ? You Deserve It !! 
Strategise To Achieve Targets Daily 
Does recognition really matter 
IQ-EQ-or-SQ: What-is-more-important?
Do you know a Best-Career-Plan 
Take your career in fast lane
Succession-Plans In Fast Lane!  
Treat Root-causes, Not Symptoms ! 
Nauseous Communication Gaps 
Do You Cleanup-After-Crisis 
Raam or Krishna-Shyam: Tell me Hey Raam! 
Will It Work Here?  
Some Moron ! Some Great !!!   
That's How Morons Work
You seem Reasonable if you appear Un-reasonable 
Smart-Moron Who Breaks Your Glass  
WOW Work-Culture: By Telling or Selling 
Suggestions On-Sale, None-To-Buy 
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture 
Tolerate Once, Twice, Thrice? 
Make checklists your friends  
Make It Simpler, Rest Will Follow 
How To Make A Difference 
Big-Be Or Bug-Be ! 
customer gets what s/he deserves: Shoddy Quality
Listen to iceberg of VOC to acquire customers

Saturday, 15 March 2014

Discrimination Cremated! But How Long?

Can you see the traffic-jam in 'Before' picture. 

The change seen in 'After' picture is captured on next day. It so far has lasted for a day at least until writing of this post. Authorities took a couple of vigilance rounds after twilight also. 'Being vigilant on what one wants' was one of the success factors. 

Although it might be too early to rejoice this it didn't happen overnight.

It took more than seven years to see such a desired picture. Public had been struggling to get a solution since then. Authorities with all their might were unable to control a few heavy vehicles parked there illegally, causing trouble to traffic as well as to the community. One may read more details in my blogposts titled "Discrimination-is-Cremation of Law-&-Order (Part-1) and (Part-2) that prompted title of this post. 

But how long will this last? 

Just about I was penning this down see what the other picture that I took at the other end of the road about 30-yards away says.

I tweeted the abnormality as "Corporate-Social-IrResponsibility@HajuriRoad Thane. India Shines! Effluent disposal on road. Road blocked."

Sanjivani (my better half) dials Police-Control-Room #100. Alerts our society's security guards. A few alert citizens don't allow 'them' to take it for granted. The 'irresponsibles' RETREAT. INDIA WINS!!!

All within just about half an hour.

Yes.. ss.. ss! Social media does work sometimes!

The point is how and why everyone just takes-it-for-granted.

So with such an attitude of various stakeholders it's foolish to conclude that changes for the better such as in first picture will sustain on their own.

What's the learning?

Change can happen overnight if people-in-power take up causes of common-interest seriously and with a sense-of-urgency at that.

'They' ('suppliers' of the trouble as well as service-providers) do and will test patience of people-NOT-in-power. So people-NOT-in-power must persevere and "keep-knocking" their-doors even by guerrilla tactics if required.  

It's unfortunate but true that citizens in high-mistrust, inefficient and in-effective societies have to spend more than half their waking hours in non-value activities such as visiting and revisiting government authorities' and supplier's workplaces for reworks and follow-ups.

Be vigilant otherwise "But-How-Long?" will keep you haunting.

Use technology as a powerful enabler. That's one way to speed up the snails.

Faster you rejoice faster you will repent. Let equanimity prevail.


Also read a few relevant blogposts hereunder:

WOW Work-Culture: By Telling or Selling

Discrimination-is-Cremation of Law-&-Order (Part-1) 

Discrimination-is-Cremation of Law-&-Order (Part-2) 

Make It Simpler, Rest Will Follow

How To Make A Difference

A Ride To Hell

Tolerate Once, Twice, Thrice?

Do you exercise your choice meaningfully

Taken-For-Granted? You deserve it! 

Will It Work Here

Technology in-place, security dis-placed

India-shining

Do you know a Best-Career-Plan

Some Moron ! Some Great !!!

That's How Morons Work

You seem Reasonable if you appear Un-reasonable

Customer or Custo-Mer

Ridiculous Poison-culture versus Maverick Kaizen-culture

Smart-Moron Who Breaks Your Glass 

WOW Work-Culture: By Telling or Selling

Raam or Krishna-Shyam: Tell me Hey Raam!

Success-or-failure! What-do-you-like?
 

Wednesday, 12 March 2014

Don't Forget: Stir-Coffee-Well !

Sometimes we struggle through a tasteless coffee till its last sip. Then we find sugar lying at the bottom unused.

That's LIFE: (My Haiku on it...)

I fail, I fail !

Why blame others for the hell !!

It's sweet but not stirred well..!!!

That's the dilemma of a teacher or a coach or a guru: Students forget that they themselves are the sugar. Students forget that even 'the knowledge' is sugar. They forget to 'stir' it (as also to 'stir' themselves) well!

Above message received on social media reminded me of a student of Kaizen who bumped into me on a flight.

To my question, how was Kaizen journey-to-excellence going on in his company, his response was: "Well back to 'business as usual', 'full of fire-fighting, blaming-naming', 'no time to breath', etc."

Like most do typically on leaving school, he seemed to have forgotten 'teachings' of the Kaizen-school. That the Kaizen journey itself is to get rid of such ills so that it 'helps' to take 'full-breaths'. Kaizen journey is to get people aligned towards this thought.

It's human tendency to have divergent desires and get defocused by their changing thoughts and desires. They keep dragging themselves towards the undesired: typically in a corporate setting towards individual goals. However it's the role of the leadership team to help individuals to find leads for their 'desires' in the goals of the mutual interest, towards the very purpose of its existence. It's their prime role to keep them aligned towards achieving them.

It's a compulsion by market-forces. It's a compulsion to keep improving continuously to perform at higher levels marching towards excellence while serving the stakeholders; ultimately the society and the environment. In absence of this, the daily (unmeaningful) grind is sure to make you gasp for breath every moment and perish one day.

My friend, the leader himself, had forgotten the role of leadership taught in Kaizen-school: One, that of enabling all stakeholders to make improvements. Two, that of forcing 'crying' people in particular (the ones not having 'desire' to do so) to 'get off the way'.  

His leadership team had also forgotten to keep itself updated on newer ways and means to do so in order to adopt to changing environment

External coaches in Kaizen-school can show the what-why-how way and walk them by holding hands only a little far. Beyond that it is the role of internal leadership team to perform the corporate-parenting of passionately walking the shown way and taking their stakeholders along.

It was evident in his 'off the school' response that his company had forgotten it's responsibility of mastering the art and science of 'making the coffee'.

Their leadership team had forgotten it's role of being a learner, of keeping their knowledge warming. They had forgotten to keep their knowledge-of-sugar stirring.

Also read a few relevant blogposts hereunder:

How To Make A Difference

Will It Work Here

WOW Work-Culture: By Telling or Selling

Suggestions On-Sale, None-To-Buy

In-a-problem? No-problem-dwell-a-while

Ridiculous Poison-culture versus Maverick Kaizen-culture

Can-changing-thoughts-change-a-nation

Taken-For-Granted ? You Deserve It !!

ABCD of India Shining

In-big-problem? Wear-hats-to-solve-it!

Do you exercise your choice meaningfully

Wednesday, 5 March 2014

Traffic-Footpath-Economy Jam

If you have yet not experienced the scenes as in the pictures you are one of those lucky Indians.

Due to lack of respect for others or due to lack of Kaizen¹ culture either, one gets into a jam exactly (i.e. JIT Just In Time) when it's not called for. 

Indians are so immune to such dirty-danger-difficult conditions that they somehow manage to win over them end of the day. They get ready to tackle new ones the next day with full zeal. 

Spirit of Indians never dies as they say proudly! 

I took some of these picture during my evening strolls.

A ©MaiKu Poem that the picture inspired:

Traffic-Footpath-Economy Jam

Dirty-Danger-Difficult, Turns Public life sham²

Authorities stay innocently calm

Footnotes
1, Kaizen means Continual Improvement Actions
2, Dirty-Danger-Difficult is the situation everyday (हर सुबह शाम²)

©MaiKu Is My-Haiku
Freely ideate it's poetic rhymes
Any objective topic it chimes


Thursday, 27 February 2014

Dead-ends Pluck, Innovators Plant

The company had continued to make losses in succession for a couple of financial years. Top team was mulling over ways and means to communicate austerity measures for the coming year.

The company that was used to flaunting bashes and liberal appreciations in spite of losses was finding it difficult to communicate the U-turn it wished to take that too in the annual function.

Among many ways suggested during a brainstorming session one idea was to stop giving and taking bouquet.

Someone objected saying how could they carry out recognition of 'achievers' without bouquet.

The debate went on and finally President of the company agreed to an innovative alternative of giving a sapling in place of bouquet. Not that the idea was new but for the company it was: a paradigm shift.

The idea was if you love the planet 'don't despoil it'. Instead 'conserve it's beauty'. If you love flowers 'don't pluck then'. 'Plant one tree' instead.

It was thought to be an effective way to give message so that people transfer such positive attitude in more such behaviors in society, at home and in turn at work.

Not that the latter could happen overnight. But it's sure to succeed if corresponding leadership's efforts didn't fail.

Leaders such as the suggester and the facilitating president usually lead changes with tremendous faith and confidence in themselves. They don't overly bother about followers. Nor do they get influenced by critics. They 'make' changes happen while the conformists 'watch' and the critics 'wonder'.

May be funny for others but I fold my daily-used pullover bedsheet as in the left picture instead of an established practice as in middle picture. It just takes a couple of seconds to do so. Functionally it perfectly works for me. For a very rare aesthetic 'want' though I might do it as in the middle picture. But surely not as in the extreme right picture.

Do try such innovations faithfully. They will save a lot of time and conserve resources for you and others too daily. Be an innovator. Let others keep 'watching', 'wondering' and 'wandering'.

Friday, 21 February 2014

Hoarders Of Filthy Hoardings

Recently, once again, the Honorable Mumbai High Court pushed Bombay Municipal Corporation (BMC) to remove hoardings.

Contempt of such court orders has been shamelessly going on for past so many years. Both the BMC as well as so-called 'leaders' creatively ignore court orders.

Now a days even school going children appear on the hoardings. The day is not far when family tree of a few generations appear on the hoardings alongwith 'sonography' pictures of their 'expected' children as well.

According to Maslow's hierarchy of needs, every human being has a mental need to get recognised.

In case of Hoarders-of-filth it has become a mental disease. For such people such a need seems to have become a desire ('want') since they don't have anything that public will willingly recognise. Perhaps that's why they put hoardings of their birthdays, publicity of work that they have not done, and for many more in-explainably creative reasons. They don't even bother that apart from defacing the town, at some places such hoardings create blind-spots or distractions prone to accidents as also create fire hazards: Typically 3D: Dirty-Danger-Difficult like situations.

So good that the court has initiated various actions on inaction of local municipalities.

I think in order to make such actions sustainable by making municipalities more accountable they should be asked to create a portal where the public can upload pictures of hoardings. Corresponding municipality should statutorily be made to submit a monthly-return accounting for actions taken against the number of such pictures uploaded. This will be a sort of measure of performance for their accountability.

The actions reported in the Return should go beyond the first-aid that of bringing down such hoardings within say 48 hours of uploading the pictures (by the public). The cost/consequences/punishment to the concerned officials should necessarily be preventive in nature.

Saturday, 16 November 2013

That's How Morons Work

Calendar showed bank-holiday for Mohharrum marked on Thursday 14th.
Last minute it was changed to Friday 15th.
So Sachin Tendulkar got more spectators on idiot-boxes for his career's last cricket test-match.
Wankhede stadium housed-full for the match that had begun on 14th.

No doubt I am his fan but had many other priorities.
My schedule of submitting a renewal application for instance on Friday 15th had anyway got upset due to last minute announcement of change in holiday.

That was generation of a waste due to 'waste in planning' as above!

Their website was working with interruptions so somehow the least I could do was to download the form. While Sachin stepped on field, early in the morning I rushed to the authority's office to 'field' them. Luckily there was no queue perhaps because public had queued to watch Sachin bat.

Without even looking at the form, expression-less staff on counter repelled me saying: "We don't accept renewal forms on Saturdays".

He didn't bother about my request to "at least verify the application form for mistakes and inadequacy in attachments, if any."

That was a 'waste in manpower and energy' of the office facilities!

So I had to schedule a leave from work on Monday additionally with a provision for revisit again in case of any inadvertent gaps in the form.

That was a 'waste in mandays and fuel'!

Some questions arose in my mind... Likely in yours too!  

Why was it not possible for the authority to declare on their website 'what activities they perform (or don't) on what day of the week'?

That was a 'waste by not using technology' although installed!

In absence of transparency of such information for customer, why was it not possible for them to verify and accept the form on Saturday itself. It was just a matter of filing it overnight until Monday for onward processing. Their staff was sitting on the counter anyway.

Why should the customer be made to suffer!

'Waste in manpower' due to inadequate methods as above!

What's the learning?

Rather than any new learning, the episode reconfirms the way morons work and the way they run their business processes. 

That's how 'man' (ab)uses 'power' in inefficient and ineffective sectors and makes customer powerless.

I know the situation is too small an experience than large scale disgusting experiences most of us might have had.

The purpose of bringing it up here is to draw parallels from among such experiences, be it in private or public sector, manufacturing or services industry. The real value-adding time in most of the processes is hardly five percent. For instance, the 'renewal' in above case doesn't involve more than a few seconds for 'a check' of past records on the computer (provided it's working) and then signature by the verifier and his boss. But in reality it takes much more, just as it takes twenty minutes at times on a fuel pump while filling operation itself doesn't take more than a minute.

Hopefully an awareness on the wastage as follows and inefficiencies thereby that such practices breed might help begin reducing them to make processes leaner.

Waste in planning, design, etc.! 

Waste in methods! 

Wasted manpower and energy of the office facilities!

Wasted mandays and fuel!

Wasted resources in general (material, space, machines, etc.)!

Gravity of such inefficient and ineffective work-culture can be judged by estimating the costs (direct, indirect, tangible as well as intangible) that the corresponding stakeholders have to bear as a result of such wastes. 

An eye opener for their leadership to begin their journey towards a Zero-waste Leaner company!

I think title of this post should have been: That's How Morons Generate Waste! 



Also read a few relevant blogposts hereunder: Please do consider leaving a comment or sharing this post.

Make It Simpler, Rest Will Follow 
How To Make A Difference 
Big-Be Or Bug-Be ! 
Treat Root-causes, Not Symptoms ! 
Nauseous Communication Gaps 
Do You Cleanup-After-Crisis 
Raam or Krishna-Shyam: Tell me Hey Raam! 
Will It Work Here?  
Some Moron ! Some Great !!! 
That's How Morons Work 
You seem Reasonable if you appear Un-reasonable 
Smart-Moron Who Breaks Your Glass  
WOW Work-Culture: By Telling or Selling 
Suggestions On-Sale, None-To-Buy 
Can-changing-thoughts-change-a-nation
Ridiculous Poison-culture versus Maverick Kaizen-culture 
Tolerate Once, Twice, Thrice? 
That's how some business partnerships work 
Taken-For-Granted ? You Deserve It !! 
Technology in-place, security dis-placed
IQ-EQ-or-SQ: What-is-more-important?
Do you know a Best-Career-Plan 
Customer or Custo-Mer?  
Experienced A Delightful Payment ! 
An Experience of Heart-and-Soul 
Less With More And More Gets Sore 
Should one care for value?  
ABCD of India Shining
Beware Of Political-Presentations 
Do You Cleanup-After-Crisis 
Hoarders Of Filthy Hoardings

Monday, 13 May 2013

ABCD of India Shining

In India it takes ABCD to gather a crowd!
May be E, F, and ...., Z can be added to it!!

A, for an Accident or Crisis.
B, for Bollywood (counter part of Hollywood).
C, for Cricket.
D, for Divine Discourses.
E, for Emotions. India runs on Emotions or rather ruins on Emotionalism.
F, for Fraudulent Politics that juices the country.

While I take these contexts one-by-one in separate blogposts, the context of this post is the misuse of accidents or crises to derive political mileage.

Whenever there is an accident or a crisis like say fire, suddenly you will see crowd appearing from nowhere. Even police can't control them.

If the crisis has political implications, then in addition to the public, suddenly you will find political (mega-mini) leaders of all (mega-mini) parties appearing from thin air! Along with their bhaldaar and chopdaars, they crowd the site surrounding the diseased or aggrieved fighting for survival, making job of rescue and medical teams more than difficult.

Be it a Terror-attack, a major 'Drought', a 'December-2012' kind rape-case or a '4-year old Seoni rape-victim dying in Nagpur', sometimes you will find well-protected mega-mini political-leaders ('mega' surrounded by commandos, 'mini' by police) crowding newspapers with pictures or news of being 'in-touch' with the sites on phone or remotely (from a helicopter).

Crisis or otherwise, being 'in-touch' from 'ivory towers'; through self-portraits in advertisements at the cost of Govt or Semi-Govt arms or through sponsored birthday hoardings, is what most smart Indian political leaders rarely ignore doing.

Other day a cartoon aptly conveyed how a politician certified that Mumbai roads were free-of-potholes. "Citizens seem to take authorities for a ride by unwanted hue-n-cry. I have myself assessed roads from a helicopter-ride across the city", he assured.

What is the objective of being 'in-touch'?

Commonsensically it is to exhibit sympathy to the aggreived! 

But actually it's the vested interests of being 'seen-shining' as its side-benefits (rather main-benefits)! The objective is to 'shine' in front of the vote bank and create opportunities to juice the country in future!!

History shows that rarely the political 'shining' has helped the aggreived in past.

What is desired?

Time and again it is proved that a crisis is a result of a small abnormality ignored as being trivial one. A big fire begins at a small ignored spark. 'Kargil' happened because of ignorance of many such so-called 'small' intrusions as 'signals' over the years!

In other words or in language of 'Safety-Maintenance-Pyramid' of Kaizen (the Japanese improvement) philosophy, every big fire (or a crisis before it's arrival) gives out over-300 number off small-signals in various forms or shapes over a period of time. The signals could be in terms of abnormal practices such as say an ignored spark-prone loose electrical connection, a smoke from a littered cigarette-butt or from a hot-iron left 'ON' inadvertently while pressing clothes, etc.

The small signals in rape-cases such as Mumbai-rape or Delhi-rape actually existed there in the form of complaints about abnormal behaviors or non-cognizable-offence/s (N/C/Os) involving some of the accused. The signals were also there in the form of ill-reputation concerning the involved place such as Shakti-mills-compound in case of Mumbai-rape. Most such signals might have gone unregistered or got ignored by corresponding agencies (be it Govt or Non-government).

My point in question is, isn't there a-way-or-will, political or otherwise, that can be re-directed to speedily remove bottlenecks that hinder fast-track action on seed-stage-signals to crimes rather more forcefully than fast-track postmortems of crimes themselves?

The objective being to consistently coordinate and follow-up with them and enable them for appropriate and speedy actions so that such so-called 'small' offences are prevented from recurring or rather from occurring. Thereby up-rooting a probable-potential crisis at seed-stage itself is actually a sign of being proactive.

I know it is as difficult as convincing one's spouse to take that extra care at so-called 'trivial-spark' stage itself. Very few in millions do believe in importance of being proactive or preventive. May be it's beyond the capacity & capability of some to visualize a 'probable-fire' until it's actually seen with their own eyes.

Conventionally evidence is necessary as the basis of conviction. Rightly so. Crime like a rape however is evident and hence is easier to prove than an intention to do so or than a typical harassment that over a period of time might grow into a rape.

Here comes the role of leaders to 'foresee' what others can't even 'see'. Not only they should enable law-enforcers to push corresponding powerful laws &/or regulations but also enable speeding up tough actions on offences at their so-called 'small' (the spark) stage itself.

Unfortunately, political leaders seem to do exactly the reverse. They 'shine' on wrong count exhibiting 'sense-of-urgency' to save their own skin and that of their criminal political-kith-n-kins at times even by passing ordinances in parliament as done in past to neutralize even supreme court judgements.

It's time now for good people-in-power in particular to 'shine-brighter-n-faster'. They need to enable each other in their network in right direction that of preventing such 'sparks' from flaring into 'crime-fires' or full grown crimes.

Leaving no stones un-turned to appreciate its percentage-elimination at root-cause level rather than appreciating in terms of reduction of the base i.e. the booked N/C/Os itself or in terms of 'conviction rates', etc. as metrics of performance will actually promote attitude of and actions towards prevention of crimes. Thereby the fire-fighting and hence routine workload will reduce as also the cry for extra manpower and other resources for the same.

Smaller countries like Japan, Singapore, Israel and even some Gulf countries have administered such proactivity successfully. We can do it too if selfish motives at individual level to begin with are out of the way.

Skin-saving metrics such as 'base-reduction' otherwise do discourage booking of an offence itself, be it cognizable or N/C/O. Such under-counting is analogous to 'pushing problems under the carpet'. Not to forget, problems do have a nasty habit of surfacing exactly at wrong time making their administration very stressful and strained.

So being politician-like 'in-touch' after-the-crisis also is surely a welcome step but only after performing more important and apparently non-urgent act that of being seriously 'in-touch' to enable elimination of 'sparks' of 'potential crises'.

Earlier and faster such 'prevention-better-than-cure' wisdom dawns, faster will the nation be saved of potential costs/losses (in terms of 'Kargils in-the-making' such as 'Ladakh', 'Arunachal', etc.) on-the-border and (law-and-order issues such as rape, illegal and unauthorized activities growing beyond control) inside-the-border.

With such an approach, not only will it reduce reactive workload on all concerned but also help leaders in earning goodwill of citizens in the long-run. We all know that it's very difficult to forget good leaders as also it's almost impossible to forget bad leaders.

If it's so simple and obvious then why doesn't it happen the desired-way?

Because, either it is not as easy to practice as simplistic it sounds or I am too poor to understand level of the complexity the politicians have taken political economics to.

Recently I came across a couple of cartoons in DNA. One (Courtesy Urban Dictionary) showed our politicians acting as childish and stubborn; rejecting commonsense in favor of self-interest regardless of consequences.

The other showing a senior politician advising his colleagues (over a court's verdict on a scam): "Make stories, concoct confusion, create doubts... Haven't you seen the court has given benefit of doubt to Sajjan Kumar?"

In corporate life I came across four kinds of workplaces.

1/ One, where some people 'create' crises and some others try to fight them out.
2/ Two, places where everybody fights crises with some wondering about it's source.
3/ In the third kind, both roles are played by same people.
4/ Fourth-one is very rare Proactive-one, where everybody is in a sense-of-urgency to fight crises although hardly any may exist.

Characteristics of fourth kind of workplace are scattered around in this post itself. A smart reader may find them easily.

In first two kinds of workplaces, the sources of crises can get controlled sometime or the other. Third type is most dangerous because detection itself is a big challenge.

In the first three types there is a drought of leadership, will-power and sense-of-urgency to be 'in-touch' with the reality until it bites the concerned themselves.

Before it eventually does, I hope all including (myself and) people-in-power in particular aim their acts at being the fourth-one for My-India to be really shining and shining faster!


Also read a few relevant blogposts hereunder: Please do consider leaving a comment or sharing this post via social media.

That's How Morons Work 
Functional-Aesthetics 
WOW Work-Culture: By Telling or Selling 
Take Habits For A Ride 
Make It Simpler, Rest Will Follow 
How To Make A Difference 
A Ride To Hell 
Make checklists your friends  
Drove To Hell ... Almost ! 
Treat Root-causes, Not Symptoms ! 
Nauseous Communication Gaps 
Do You Cleanup-After-Crisis 
Raam or Krishna-Shyam: Tell me Hey Raam! 
Will It Work Here?  
Some Moron ! Some Great !!! 
That's How Morons Work 
Suggestions On-Sale, None-To-Buy 
Technology in-place, security dis-placed 
Succession-Plans In Fast Lane!  
Prevention: The Best Cure! ... Is it really so? 
How Many Times Do You Wash Hands 
What You See Isn't What's Made 
Am I 'Short-sighted' or 'Long-sighted'?  
Beware Of Political-Presentations 
Do You Cleanup-After-Crisis 
Hoarders Of Filthy Hoardings 
Are You Good If Others Are Bad?