Sunday, April 22, 2012

Connecting the dots

"Your time is limited. . . . have the courage to follow your heart and intuition."--Steve Jobs

 “Your time is limited so don’t waste it living someone else’s life”—Steve Jobs.

Finished reading a book ‘Steve Jobs: The man who thought different’. Its catchy and realy made me to think about life.

From the start, his path was never predictable. Steve Jobs was given up for adoption at birth, dropped out of college after one semester, and at the age of twenty, created Apple in his parents' garage with his friend Steve Wozniack. Then came the core and hallmark of his genius--his exacting moderation for perfection, his counterculture life approach, and his level of taste and style that pushed all boundaries. A devoted husband, father, and Buddhist, he battled cancer for over a decade, became the ultimate CEO, and made the world want every product he touched.

This gracefully written biography of the founder and spirit behind Apple computers and the iworld covers is grand reading. Organizing her material around the three stories he told at his Stanford University commencement speech, author covers his life from conception and adoption to death as well as his remarkable career. There's plenty about the business world and about the development of personal computers but also details of his personal habits - eating, bathing, dressing - that will intrigue teen readers. Overall, she gets across the complexity of this flawed but visionary man. The book is thoroughly researched and documented with chapter-by-chapter endnotes

Author draws Steve Job’s convocation speach at Stanford University where he talks about connecting the dots. These dots are incidents of life and Steve Jobs believed that these dots connect somewhere. He says, dopping out from colleage, getting fired from Apple etc are such dots which ultimately resulted in to what he became or produced.

Our life has so many dots, which we never understand when we go through that phase. But, if we think back and try to connect the dots, the meaning comes out, the clear path comes out, then we understand why those dots came in our life at first place. Simply put we will understand all these dots contributed to what we are today.

Krishna says in BhagavtGita: ‘Nimitya matra bhav savyasachin’. He tells Arjuna, ‘everything is decided and you just become an instrument in my hand’. This is nothing but connecting the dots.

I don’t think our lives are different in anyway. Everything is predesided and we are supposed to be instruments and create a dot. Just think back on the number of dots of our life and all the dots have meaningful turns and have resulted in to where we are today. We seems not to understnd this and thus feel bad about the immediate results. But, in end, whatever happened, happened for good.

Connect those dots!!

Sunday, April 15, 2012

Managing Customer Expectations

During my last business trip to Norway, I encountered a strange problem with FinnAir. I generally travel by Lufthansa, as I am member of ‘Miles and More’; but this time around due to schedule I had to travel by FinnAir.
The argument was that i have more weight in cabin bag and I was arguing that my total weight is much less then the limit plus I am not crossing the cabin bag limit by much.

Ultimately, I transferred some of my jackets to my check-in bag and managed to get out.

What prompted me to think is how important to have a better customer handling guy at those points where your company meets the customers. Be it front desk at a hotel, a bar tender in a restaurant or a customer relationship manager in any customer engagement activity.

The front desk lady of that airlines could have told me this in a totally different way, this is what happened when I was returning. Stockholm FinnAir handled me in totally different way (Not on the same issue though).

Imagine, you go to get any service and you are well treated and asked to have a seat and initially asked if what they can do for you? Take example of a saloon for a hair-cut, if the haircut reception doesn’t treat you well, however well the haircut may be you will think twice before you go again to the same shop.

Customer is a king and understanding the psychology of the customer needs a great art. It can be any industry. You need to have your best employees at those points where your company interacts with customers in order to do a better customer management and to have repeat customers.

Imagine, a ‘bad-customer-facing’ guy sitting at customer place and not able to manage the expectation. Your company will get a bad reputation and the whole company will be branded based on that experience. Resulting in to no further business or strained relationship.

On the contrary there are several examples where a great customer relationship management by certain individual has resulted in great business.

I have been arguing that India needs a better training to handle customers and especially when we are moving towards service driven industry. I personally feel we lack the art of handling the customers.

Cost of not learning it is high, so better learn it!

Billion Dollar Instagram and going down the memory lane

The buzword last week was Instagram and news that Facebook bought it for 1 Billion Dollars (A company, which is not making any money, just published one Apps and has only 13 employees).

Interestingly there is very good analysis written by Anshuman Bapna in EconomicTimes. There article is here..

Anshuman was my hostel mate when I was in IIT Bombay and its great to know the heights he has reached. He was a different thinker even while he was a student and started his company while in third year of B.Tech.

Further, he has very interesting presentation TEDx, about his ideas and his company.
The YouTube Video is here....

Feels good..

Sunday, April 01, 2012

Why This is Emphatically Not the End of India’s IT Services Story

Related to my previous post, via 6AMPacific...

Why This is Emphatically Not the End of India’s IT Services Story

Growth of Indian IT Industry

I got a chance to talk about India IT industry while I was on a business trip to Norway and Sweden. The topic was more on how Indian IT companies driving the revenues and still managing the margins even while being so big in size and about how Indian IT business differentiator is being managed to win large deals. Also, how account management means a great element of importance to IT companies in India.

But, that’s not all about IT industry.

Indian IT Industry is set to cross a milestone: revenues will exceed $100 billion this year. This achievement is better appreciated when one recalls that just 20 years ago, its size was only about half-a-billion dollars.

Now providing livelihood to about 10 million people (including 2.8 million directly employed), it is the largest recruiter in the organized private sector. It is also amongst the biggest foreign exchange earners for the country.

These figures convey the outstanding success of this sector; yet, its qualitative impact is, possibly, of even greater import. First, it has transformed the global image of India and Indians: today, both are seen as winners. Second, it has energized the country's higher education sector, especially in engineering and computer science.

Third, it has contributed to social transformation by providing lucrative jobs to lakhs from small towns and even villages and gender equality, through its extensive employment of young women. Finally, and most importantly, it has brought hope to young people, who - thanks to the opportunities in this sector - view the future with optimism.

Looking ahead, it is clear that the Indian IT industry will face many serious challenges: technological, managerial and geopolitical. Competition from other countries will intensify, and supply-side constraints increase. Human resources, infrastructure and a comparatively adverse business environment - thanks mainly to unpredictable interpretation of tax laws by overzealous, collection-driven officials - will pose problems.

Yet, there are also growing opportunities: new areas of work, emerging markets, new technologies, innovation in product, process and business models. Amongst the most exciting of these are opportunities within India. Many of these have the potential of doing good while doing well, contributing to social benefit even as profits are made.

In this area of societal applications of technology, the possibilities in India are immense and limited only by imagination - and sometimes by regulatory barriers. The national e-governance programme (NEGP) provides many examples of how technology could be used to bring greater efficiency, transparency and even accountability in government activities, especially those related to citizen services

And I am happy to be part of this revolution.