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 Stakeholders. Show all posts
Showing posts with label Stakeholders. Show all posts

Sunday, 24 June 2018

Mission Zero-Plastic!

Are dustbin bags, sticky bags, half liter water bottle, etc. banned?

Political posters in flex material are not penalised! So does it mean flex material is exempt selectively? Or is political fraternity exempt from discipline?

Do you mean to say citizens should carry steel vessels to buy milk, meat, fish, etc. all the way to their workplaces so that they can shop on their way back home after a long day?

Don't you think exempting branded packaged goods and foods in plastic is discriminatory to small businesses?

Such and many other doubts began circulating on WhatsApp as the plastic ban was announced by the State of Maharashtra.

If such confusion was expected by design as a strategy then it's a good move by the administrators.

Good because such confusion forces people to think intentionally as it has happened already. As a result, people have at least begun thinking of alternatives out of fear of punishment though.

But targeting to achieve any (Zero-Plastic kind of) result measures without enabling the corresponding processes in place always have had serious implications with associated costs. Time and again this has got proven by itself.

In Nagpur, for instance, out of fear some people got rid of banned plastic bags by dumping them in rivulets.

If such confusion, however, is by chance then there's a bigger worry.

Bigger worry because it might mean, there's a lack of well-designed time-bound plan, also lack of the design to execute the ban itself holistically expecting it to aim Zero-Plastic target! In fact, adequate design learning from others (especially from countries successful in handling the plastic menace) is the first step in any such project. Bigger worry because lack of meticulousness in such initiatives usually leads to sub-optimisation harming the nobility of the purpose itself.

Unless every stakeholder gets mindfully engaged in averting the plastic-pollution-menace and the forthcoming disaster therefrom, the costs of the short term approaches towards it will get out of control. There's a need to take a relook at it in order to scrutinise the blanket-ban, if any, if not done so already.

Better also to be innovative on making the recycling more effective. Not only does the arrest of the plastic need to be at manufacturing level but also at desire-based or want-based consumption level. A pictorial do-don't will go a long way in preventing the confusion among the users and the administrators.

In any case the Zero-Plastic target is an arduous task at least in near future since for some applications cost effective substitute is yet to get invented.

Sustainability of the planet is the priority number-1 but the ban itself needs to be sustainable for that!

Here's my 140 character Tweet plan of action (POA) revolving around the Kaizen technique: *MISER!

Be a MISER stakeholder on Plastic!

MINDFUL of enabling process to evolve Zero-Plastic result!
INNOVATE packaging!
SCRUTINISE blanket-ban!
ELIMINATE production!
REDUCE, REUSE! Collect to RECYCLE!

(*MISER: Minimise. Improvise. Simplify. Eliminate. Reduce.) 

Tuesday, 31 January 2017

Change is a hearty game!

I wash my cup after tea and plate after food almost immediately. As much early (JIT) you do so, as much lesser resources you consume. Because, they are easier and faster to wash with less water when they are still wet.

The other day I'd to do it with left hand because one of the fingers was swollen after clipping off my nails.

It was difficult for me because I am a right-hander.

Usually any change is difficult but possible. Try signing with your left hand if your are used to doing it with your right hand.

I'd to get the senior management team of a company to try this out the other day. The reason was their impatience on the change management initiative in their company.

It was just about a few weeks having begun the initiative. Each visit the managers would be anxious to know when would their subordinates change their work habits for the better.

Change management is about commitment to change self first (PQI, personal quality initiative). It's about putting in concerted and continued efforts during the process because it's more to do with head (mind) and heart rather than hands (physical actions) alone.

Listening to other's 'voices' (be it your employee or customer or any stakeholder for that matter) actively plays a major role in the change management process. It's not merely hearing but it's about hearing them tactfully and tenderheartedly... Hear-T in short! Active listening creates an emotional connect or a connection with their heart.

Mind (head) always connects a little later. Mind connects only after the heart gets connected. Heart itself gets connected if they see your concerted and continued actions towards the desired change rather than empty speeches and promises.

Their actions to change their habits as desired is the corollary thereafter!

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

Mosquito to teach patience
Voice of Customer
No Time? Micro-Meditate 
What do you do when a dog barks at you?
How To Make A Difference 
Conscious Of Self-Esteem
Catch a Butterfly
Overworked? Tension? CPU of the mind hung-up
Do you exercise your choice meaningfully 
IQ-EQ-or-SQ: What-is-more-important
Eternally Happy
In-a-problem? No-problem! Dwell-a-while
I am afraid ! What do I do !! 
Fearful-Of-Death-of-Birth
Take Habits For A Ride 
Happy-Birthday-to-Youooo
Do You Celebrate Mean-or-Green 
Big-Be Or Bug-Be ! 
Raam or Krishna-Shyam: Tell me Hey Raam! 
Are You Good If Others Are Bad?  
Want Need-Or-Want 
Love is Care.. Care is Love !  
Deity is in the eyes of the beholder 
Success-or-failure! What-do-you-like?
Ball-Basin-Team Combine !  Maketh The Smile Divine !! 

Wednesday, 4 January 2017

Can you do it like the likes of Suzuki and Toyota?

What is common between Maruti-Suzuki and your workplace?

A car every 12.5 seconds!
That’s what Maruti-Suzuki did in the year 2010!
There are plants around the world who may be making one every 1-second!!

What is important is answering the question, whether the corresponding plant are agile and flexible enough to adjust to the change in the rate of the demand from the market.

Yes companies like Suzuki and Toyota do it.
In their parlance this is called as running the plant by adjusting it to the tact time.

TACT is about ‘Time Allocated (by the customer) to Complete the Task’. During the process of fulfilling the customer demand, produce just-in-time (JIT) i.e. nothing more, nor less than what is desired by the customer. While doing so, their employees look for day-to-day problems as opportunities to improve and uproot the causes thereof to prevent their recurrence elsewhere as well.

In fact, not only Suzuki but many other excellent companies run their business learning from the TOYOTA (Kaizen Management) Way!



You can do it too!
You can create similar benefits specific to your business, customers and in fact for all the stakeholders as done by Suzuki and Toyota!!

The Kaizen way¹ of running an organisation is implemented there in a structured way.

Like in Maruti-Suzuki, Kaizen has improved quality and productivity in many organisations like Mahindra, TATA, etc. Kaizen made their processes leaner and faster to deliver in response to the ever-changing and pressing customer demands. It improved efficiency of (man, machine, material and space) resources, pruned  their costs besides achieving near-zero break-down, near-zero defectives and thereby near-zero customer complaint levels. All this is achieved at improved safety levels, reduced pollution and improved employee morale, motivation & involvement.

The journey (be it in manufacturing or service industries, from pin-making to air-lines or from hospitals to hotels) involves three stages.

First, the companies have to benchmark themselves against their past performance.
Then, they have to benchmark themselves against the best practices and companies in the world.
Third, the companies themselves have to become benchmarks worthy of emulation by others.
To achieve such a transformation, what is needed is making a beginning by transforming thoughts that you too can!

Also read a few relevant¹ blog-posts² hereunderPlease do consider leaving a comment or consider sharing this post.

Old-Problems, New-Reasons !
Ant Knocks Elephant Down 
Will It Work Here?
IQ-EQ-or-SQ: What-is-more-important 
Talent-Is-Latent: Enable It! 
Judge If It's Paralysis-By-Analysis 
Will It Work Here
Suggestions On-Sale, None-To-Buy 
Does recognition really matter 
Who Comes First: Consumer Or Customer ? 
Treat Root-causes, Not Symptoms ! 
ABCD of India Shining 
Do You Ask Right Questions?
Am I 'Short-sighted' or 'Long-sighted'
Who Comes First: Consumer Or Customer ? 

Monday, 12 September 2016

"Break All the Rules" but with care!

I have some comments to offer on the six leadership lessons that Goler, the Facebook's HR chief, recommends from the book "First, Break All the Rules". I'm sure, the book is valuable though.

But before I begin, here's a MaiKu© (my Haiku) on it that I dare..

Rules broken without care

Cure is the nightmare

Crisis that all dare

The first lesson she talks about is "Personal relationships are crucial for success".

She talks about the 12-questions that the authors Buckingham and Coffer write to "capture everything you need to know about the workplace." Four of which she says are as follows that employees should respond positively to.

1. "Do I know what is expected of me at work?"
2. "Do I have the materials and equipment I need to do my work right?"
3. "At work, do I have the opportunity to do what I do best every day?"
4. "In the last seven days, have I received recognition or praise for doing good work?"

That's about empowering your employees. And I completely agree with it.

Lesson two she says, "Great managers do not follow the Golden Rule", which states that you must treat others as you would like to be treated, is one of the most common pitfalls of management, argue the authors.

This lesson is acceptable as long as the person has right intentions for the common good. Otherwise, a 'Kaans' who gets a 'Raama' treatment (i.e. gets forgiven for intentional mistakes, as per his own expectations) may get reinforced to continue his wrong acts if he is not awarded a 'Krishna' treatment at the right time in right proportion. Hardly anyone expects to be treated with punishment right?

Lesson three she says is "Employees should primarily be hired for talent". Good that the authors Buckingham and Coffman define talent as "a recurring pattern of thought, feeling, or behavior that can be productively applied.

I would always hire a person for talent as well her attitudes towards work and towards the people at workplace. In fact, I would value her attitude more than the talent and her knowledge itself. Because the latter can get diminished in absence of the former.

Lesson four she says, "Employees should be guided by outcomes, not steps". This does help to accommodate for individual approaches to work as also to unearth some innovative ones.

But if employees are given unguided freedom to find their own paths to achieve the agreed upon results, at times it may result into some damages in the form of prohibitively extra costs in terms of damages to customer, other stakeholders, or to the property itself due to abuse of certain procedures, norms on safety and change in specifications of the offerings.

Lesson five she says, "Buckingham and Coffman write that it seems intuitive that managers should spend more time with struggling employees than with top performers, but that their research shows the opposite is true, because top performers are responsible for the work that moves a company forward."

Struggling employees are as much important as the top performers, because else they may get demotivated if they feel ignored.

An abnormality, while in its seed stage, ignored by 'ignored people' may grow into a big problem that even the top performers may not be able to solve.

Remember, generally top performers are fewer than the number of struggling employees in an organisation. The time may not be enough for the top performers to catch up with the growing number of grown problems ignored by the struggling employees inadvertently though.

Lesson six, she says, (Buckingham and Coffman recommend that in order) to have a thriving organization, a company must offer several developmental paths, creating "heroes" in each primary function, so that an employee is actually rewarded with more freedom to excel.

I do appreciate this one provided the "heroes" are created and recognized from among the struggling employees as well, in fact from all around the company. The freedom to them should of course be guided and with a protection from fear of failure, if any. The resultant will be a lot of improvements (Kaizen innovations) across the company even from the so called struggling employees... A win-win for the struggling employees as well as for the top performers and ultimately a win-win for the company.

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
Taken-For-Granted ? You Deserve It !!
In a Problem?: No Problem ! Dwell A While !! 

Monday, 31 March 2014

Succession-Plans In Fast Lane!

How Much Can We Better Our Recruitment Processes?

In Order To Improve Knowledge, Skills, Attitudes, How Much To Add To Training Budgets That Are Already Heavy?

How Much To Better Our Succession-Plans?

These are some of the worries that keep haunting HR professionals. One reason is, increasing inventory of disgruntled employees. Employees disengaged due to job dis-satisfaction in particular in spite of having good systems in place. Other reason is attrition.

How to overcome this?
What is the solution to this dilemma?
How to reduce or prevent attrition?

Sometimes the causes might be aptitudinal. Sometimes it may be due to gaps in matchmaking at recruitment stage itself due to misleading presentations by either of the stakeholders.

It ultimately results into recruiting people and then figuring out how to fit square peg into round hole in order to accommodate them. Failure to do so results into branding them as defocused if they stay disengaged or as not-trust-worthy job-hopper if they quit jobs.

Hereunder might be a simple way to find out whether passions and aspirations of prospective recruits match that of a company's needs. HR professionals and companies might like to drive following steps to ease their worries.

Step-1: Prospects, both the recruiters and recruitees, need to look for matchmaking of mutual passions. Read blogpost that answers How To Take your career in fast lane!

Step-2: Prospective recruitees write their comprehension about thoughts expressed in the blogpost in maximum 50-words!

Step-3: Prospects write briefly about their own passions: Maximum 50-words!

Step-4: HR professional (assessor and selector) from recruiting company studies above 100-words in order to draw parallels. Based on the parallels s/he draws her conclusion on matchcmaking of passions and aspirations between the prospects and the company.

The findings might be given an appropriate weightage alongwith that of various other available criteria for recruitment.

In support of the above process, the recruiting company might like to design a few prompting questions that the recruitee answers.

Better the matchcmaking of passions and aspirations, better will be the mutual choices of recruits and companies, lesser will be the disengagement and better will be the Succession-Plans!

Also read a few relevant blogposts hereunder:

Take your career in fast lane!

Do You Ask Right Questions? 

Do you exercise your choice meaningfully

Overworked? Tension? CPU of the mind hung-up?

Prevention: The Best Cure! ... Is it really so?

Do you know a Best-Career-Plan 

Don't Forget: Stir-Coffee-Well !

Strategise To Achieve Targets Daily

Listen To The Iceberg, Not The Tip 

Nauseous Communication Gaps

An Experience of Heart-and-Soul

Taken-For-Granted ? You Deserve It !!

Be Bug-Be Or Big-Be ?

How To Make A Difference

Beware Of Political-Presentations

Sunday, 16 March 2014

Treat Root-causes, Not Symptoms !

"Green tax of Rs 20 crore in kitty, but pollution in Thane remains high!"

This news that I read while sipping tea after a long drive of over 100 kilometers across Mumbai and Thane, reinforced writing this blogpost and its title.

Actually I had already begun to write this blogpost on studying various signals over a few days. Only some of them had 5...4...3...2...1... 'Second-tickers' that indicate time in 'seconds' the next signal would show up. 

More than half of almost a hundred signals that I studied didn't have 'ticking countdown timers' nor were they visible except to the first row of vehicles.

Purpose of the 'ticking' is to provide transparency so that speeding vehicles could predict when to halt and stationary vehicles could 'start' their engines just-in-time. Former would prevent accidents. And both, the former and the latter, would save fuel as well as pollution by preventing idle running of engines.

So it's not necessarily the old vehicles that cause pollution. Attitude of drivers in spite of the infrastructure such as above (or the lack of it) also contribute their might. Even new vehicles holding 'pollution-in-control' certificate 'vomit pollution'. 

Causes may be many that need to be treated at root cause level. It's actually easy and less expensive to do so.

Lack of proper maintenance, for instance. 

Attitude of 'managing' to seek pollution certificate.

Fitting 'timers' at all signals or fitting them at visible level.

Marking an area at busy signals (as yellow box-1, 2, 3, say) that indicates those many vehicles within a maked box could pass through a given 'timer-setting' of the signal. So only one batch of vehicles within the yellow box-1 would pass within the fall of one signal. 

Vehicles within yellow box-2 need not race-to-chase since the timer-setting of signal-1 won't be adequate to get them cleared. See the idea in sketch. 



The denomination of the boxes can be standardized in steps equivalent to the units of signal-time so that signal time can be adjusted as per demand. This is equivalent to a 'pitch' in 'just-in-time' or 'lean' operations that bring in visibility. Thereby it will reduce costs such as fuel consumption and pollution in case of traffic.

Installing proper signboards and indicators. In absence of that, many a time a driver ends up getting stuck on signals while he could have easily taken a couple of flyovers to reach his destination without any waiting time. 

This is analogous to a 50-story building employing say four high-technology lifts: one each reserved for going upto 10th floor, upto 20th floor, upto 30th floor, and upto 40th floor respectively; but not having a few pennies worth signboards. A first time visitor might end up landing into a wrong lift and shuttling among lifts and floors. Murphy's law usually takes over in such cases!

Tackling habits of people pressing switches of all the lifts at a time without reading signboards if at all they are readable, is another story of course! 

Shear waste of energy! Many a time road-signs are hidden behind political hoardings full of birthday wishes. 

In short, root cause of pollution is the wasteful human-activity that adds costs rather than value. 

Unless there is a reward mechanism to recognise all those stakeholders who involve themselves in finding out non-value-activities, merely punishing at symptomatic level is not going to be of much help. 

Authorities must listen to their voice on their real time difficulties. Leaders need to go to corresponding workplace (Gemba) in real time (Genjitsu) in order to do so so that they can see the difficulties themselves. They must treat those difficulties at root cause levels rather than merely giving first-aids to symptoms.

In absence of doing so, many more 'crores' might get collected as 'pollution tax' in kitty, but abnormality levels will remain high in multiples of hundreds!'

Also read a few relevant blogposts hereunder:

Saturday, 15 March 2014

An Experience of Heart-and-Soul

Bapu's smile!

Courteously asking for 'tea or coffee'!

Issue of token for work within a minute of entry at security gate!

Prabhakar's speedy response to take car for quick touch-up!

Warm get-up of the cool waiting room!

Job done in a couple of hours although (the paint touch-up was) with a little less of finesse. Generally a dealer would take a work-shift including a bit of waiting due to Sunday rush. Of course it was a planned visit so scheduling the job was easy for them.

Being a Kaizen student, I expressed desire to take a study tour. It was quickly acceded to.

Customer does expect such activities to be performed of course with 'aesthetic-smile' that competition has 'forced' upon suppliers in auto sector in particular.

He 'pays' for the 'standards' alongwith for the Technology, Tools, Materials, etc. anyway that all paraphernalia  management does employ from 'outside' i. e. from the material world. They even don't forget to put a 'smiley' foot-mat that says 'thank you'.

But what one can't forcibly employ is the evidence of heart-and-soul, the 'inside',  while performing above kind of trivial looking but relevant activities as duty (that predominantly need human interventions).

If one passionately enjoys it as a play it gives pleasure to self and hence for others. Inevitably it adds value to self that no one can snatch away from. The 'player' looks beautiful then.

For that 'beauty' to happen the leaders at workplace must enjoy the work themselves. They must enjoy their own work of - leadership by demonstration, - pouring heart-and-soul in playing their own role, - recognizing those colleagues and subordinates who do so,  - employing 'telling' tactics if 'selling' fails to those who don't do so so that they don't spoil others who do.

Hope such Heart-and-Soulful experience doesn't fall back to Heat (the customer First) and then Cool her!

With that consistency then not only will the 'player' look beautiful but also s/he will make the workplace look beautiful!!

Also read a few relevant blogposts hereunder:

How To Make A Difference

WOW Work-Culture: By Telling or Selling

Experienced A Delightful Payment !

Take your career in fast lane!

Succession-Plans In Fast Lane!  

Suggestions On-Sale, None-To-Buy

Can-changing-thoughts-change-a-nation

Ridiculous Poison-culture versus Maverick Kaizen-culture

Tolerate Once, Twice, Thrice?

Some Moron ! Some Great !!!

That's How Morons Work

Aesthetics Spills-Over Function, Want Spills-Over Need (Part-1)

Aesthetics Spills-Over Function, Want Spills-Over Need (Part-2)

A Ride To Hell

Will It Work Here?

You seem Reasonable if you appear Un-reasonable

Smart-Moron Who Breaks Your Glass 

Suggestions On-Sale, None-To-Buy

Prevention: The Best Cure! ... Is it really so?

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

Sunday, 29 December 2013

Boom-Barrier Boomed, Country-Doomed

The other day (28th December) Automatic-Boom-Barrier on toll-booth on Mumbai-Nashik highway near Igatpuri  'automatically' fell on our car. Nearly-missed the curse of 'broken-down' high-technology that could have resulted into fatalities. Luckily it didn't fall on windshield. We escaped crisis with a mere dent on top of the car. Whether we get compensated for the mechanical damage or not is a distant 'if-or-but' subject.

But the point worth highlighting is about the costs-of-poor-quality of work or wastes due to breakdowns.

Moving at snail's pace in the 'Toll-Queue' on that Sunday evening around 20.00 hours we ended up waiting in the queue for more than 10 minutes.

I think there were eight lanes with perhaps ten vehicles in each lane.

Couple of booths and hence the corresponding lanes were non-functional. Sitting in the vehicle, I couldn't ascertain whether they were broken-down or were reserved for 'VIP movement'? In India self-professed definition of VIP is anyone creatively sporting a magnetic 'Beacon-light-fixture' or a 'Stand for a color-flag with a black plastic-cover' and sometimes a vehicle carrying 'Bulky and/or Rowdy' personalities in 'Pure-white politician style attire'.

So while negotiating for the 'working'  lanes, some kept there engines ON. Some 'started' and 'stopped' until could finally manage to get through the toll-booth.

It's another subject whether the toll-tax should continue or not as per contractual agreement. But one thing is sure that a thesis is not needed if the road authorities choose to brainstorm answers to following questions.

What is the cost of fuel wasted?

What is the cost of delays to various stakeholders?

In order to save the above costs,
why can't the flow of vehicles be continuous by expediting 'Smart-Card-Reader' technology?: It shouldn't be difficult at all to do so across the country in less than a few weeks time considering that India is a leader in software-technologies.

Actually this example is just a representative one that can be extended to all delivery processes: Governance, Social or Business.

Unfortunately Indian leaders are leaders in playing dirty politics in decision making as well. They are 'smart' in record-breaking-speed on decisions related to vested-interests. Also they are 'leaders' in procrastinating (rather placing barriers in) issues of public interests so that the 'starving' public can be manipulated during elections. They are not bothered about such Booms banging over country's economy and dooming it.

By the time they realize importance of using their offices to speedily act on this,  can the thoughts in this post trigger each one of us to do something?

Surely yes. One may get some ideas by visiting 'Can-changing-thoughts-change-a-nation'.

Meanwhile keeping my activities On in this direction and keeping fingers crossed.

Looking forward to your suggestions and tips in the COMMENT-BOX below or a Tweet @Shyam Greets.


Digital technology http://care-is-cure.blogspot.in/2017/01/digital-corporate-yoga.html 

Technology in-place, security dis-placed http://care-is-cure.blogspot.com/2013/03/technology-in-place-security-dis-placed.html


Wednesday, 20 November 2013

WOW Work-Culture: By Telling or Selling

"WOW! What a lovely experience Singapore was!"

A friend of mine exclaimed, sheddig cigarette-ash in a corner while stamping a ticket coupan on railway platform. He had just returned having enjoyed a 10-day sojourn in Singapore. The ash that he shed fell on an automatic ticket vending machine (ATVM).

Everything so neat and clean there!
Everything in working condition
Responding to a customer so quickly, with smile and with such a respect! And back here nothing works!: He continued.

Things do work here! I corrected him pointing towards the stamp-pad he was using to ink his ticket. Things do work here but (I smiled saying) on bypass-surgeries:

1/ Stamp-ink-pad as a bypass for vending machines (jammed due to dust),
2/ Long queue on window counter due to "staff shortage" (read "absenteeism")
3/ High-technology ATM "out of service" due to "breakdown" or "stockout of currency notes",
4/ Half the toll-tax lanes blocked due to equipment on Toll-booths "out of order",
5/ Traffic jam on a flyover, half of it's width being full of potholes,
6/ Fyover over-the-flyover in order to bypass chaotic traffic underneath it,
7/ 'Diversion' because half  the road bottlenecked by garbage and vendors,
8/ Garbage not picked up because disposal-van broken down.

The list of bypass-surgeries is endless.

By the way can you tell me top reasons (rather root-causes) of  "breakdowns" of equipment in particular such as vending machine, I asked him. 

Key to the "WOW experience" that you 'told' me about is in there my friend, I told him. 

He looked at me sarcastically hinting "not to be professor-like". I can afford to be one here in blogpost, at least for the sake of waste-elimination whatever may be it's worth in reducing global warming. Hope he reads this sometime.

A couple of top order root-causes of typical "breakdowns" that lead to loss of desired performance are:

1/ Dust and Dirt (due to littering like by my friend who might have behaved well in Singapore)
2/ Loose connections in equipment
3/ Casual attitude towards both the above (lack of maintenance, littering, etc) because apparently the causes don't look dangerous

Same logic of root-causes can be extended to the breakdown of health also. 

Actually his comments on Singapore were in praise of "the 'lovely' culture there" i.e. their attitude of prevention of such root-causes with a sense of proactive urgency. South Asian countries including South Korea, Singapore, etc. were one of the firsts to have learnt this from Japanese Kaizen culture. 

What is culture?

Culture is a sum total of behaviors (such as follows) as reflection of attitudes, beliefs and values in every walk of life, moment-in-moment-out.

Shedding cigarette-ash in an ash tray or a dust bin, for instance, is a desired behavior unlike the one exhibited by my friend. 
Not smoking in a public place is a desired behavior. 
Being wasteful at the cost of life, abandoning smoking itself is a desired behavior.
Being frugal on any kind of waste be at personal level, in society or at work.

Sum total of such desired behaviors 'results' into "WOW what a lovely experience" kind of impression of good culture. 

How does one get desired culture?

Getting desired culture is about getting desired behaviors.

Most difficult approach is to 'tell' others to 'behave'. Easiest way out is to get it from 'self'. Then 'recognise' the 'self' for having done it in order to stay motivated. Then find 'others' who do it and recognise them.

This is 'selling' approach to get the desired behaviors.

How does one do this professionally if in position-of-power to do so?

1/ Decide not more than a couple of strategic goals for "WOW experience": Choose one of the top priority apex goals to delight stakeholders and focus on it.
2/ Break the apex goal down into smaller ones
3/ Identify behaviors complementary to the smaller goals
4/ Remove hindrances (3D: Dirty-Danger-Difficult situations) in performing processes to achieve the goals and remove wastes to make the processes lean
5/ Demonstrate leadership by performing such behaviors yourself
6/ Lay a platform and use it at regular frequency to recognise desired behaviors and to punish undesired behaviors particularly if repeated intentionally
7/ Make corrections to improve the above process (steps) on-goingly.

In short,

1/ Set a behavior goal and focus on it!
2/ Behave it rather than preaching it!
3/ Lay a platform to recognise the desired behavior although it's outcome (of the desired behavior) may not be as desired. You may have to reprimand or punish an undesired behavior though!
4/ Enjoy the resultant improvement in culture although it may not be a WOW one! 
5/ Move on to the next priority goal

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

Winning 2-Minutes To Customer

Just read in Loksatta about one Mr Chitale receiving compensation of Rupees 7250 directly transferred to his bank account y British Airways for wheel of his bag getting damaged in handling. Airlines' response was smooth and speedy he said. Airlines had tried to repair the bag through their supply-chain partner but in vain.

In 1997, I was in NewYork on a group-study-exchange mission organised by Rotary International. While traveling from NewYork to Orlando, inadvertently my bag reached to Chicago. I complained to the airlines office at the airport. They promptly sanctioned 100 Dollars to me against the bills for essentials like overnight clothes, toothpaste, etc. Being around Disneyland I was happy to buy a couple Mickey-Mouse brand clothes at the airport.

Next day morning I got a 'good-morning' call from reception desk saying my bag was already in the hotel lobby safe and sound. Not much trouble for me although the airlines did have an opportunity to eliminate the error in baggage handling.

In a stark contrast to such delightful experiences, in 1981 I had to run from pillar to post knocking doors and windows in vain for a broken bag and its damaged contents due to erroneous handling by Air-India. Since then I avoid flying on it: a customer-quit as they say.

I remember that painful experience even after decades.

What is the learning?

There might be some chance of a person forgetting a good experience but hardly any chance of a customer forgetting bad experience from a supplier.

In case of one airline it was about 'sensitivity' to customer complaint while dealing it with a 'sense-of-urgency'. In case of other airline it was about 'indifference' to customer.

Now a days the sensitivity has acquired some strategy and structure to respond to customer complaints as a part of excellence-journey of companies. 

A Structure To Respond To Customer

I had introduced a 2-2-2-2©structure in terms of a model to respond to any stakeholder in general and to customer in particular. It was first introduced in a Cummins group company: Fleetguard Filters Limited Pune.

It was later on institutionalised in Cummins group worldwide.

In the context of a customer complaint, the 2-2-2-2© model might mean 2-Minutes, 2-Hours, 2-Days, 2-Weeks time-bound response to  customer for a given level of performance strived for. The response is supposed to eliminate root cause/s of the abnormality within 2-Weeks rather than stopping at first-aid treatment that anyway must be given within 2-Minutes. A powerful review mechanism driven by CEO (with an escalation matrix that an aggrieved customer can access in case of non-compliance) is an integral part of the structured process in order to ensure the timeline and quality of it's compliance. 

In the context of various other business situations, the timeline may be different and must evolve. For instance for an emergency/crisis having high impact, it could mean 2-Seconds, 2-Minutes, 2-Hours, 2-Days.

There is an empowerment mechanism built into the structure. Timeline-based visible dimensions as above are the generic ones. Company specific visible dimensions may be some sanction limits such as 100 Dollars compensation or a freedom to handover gift for the hassles or the efforts taken by the customer to complain and so on.

More important are the invisible dimensions that result into the culture reflected in terms of the spirit, the body-language, the humbleness, the humility such as that I had experienced while the airline employees responded to the complaint in making it hassle-free and speedy. 

There is tremendous scope and choice for innovations in both in order to delight customer with differentiation. The invisible ones in particular are difficult to emulate. That's where lies the competitive advantage.

If such a structure is implemented effectively, the customer becomes supplier's advocate and it's rewarding in long run as well as in terms of short term sales and numbers. Such an advocate is much more effective than even a highly paid marketing manager.

A prospective customer is likely to believe and act more often if recommendation comes from the horse's mouth: The Word-Of-Mouth!