This blog mostly is about customer service and companies and systems that deliver it. Or try and fail. Preferably, hilariously. Luckily I live in the right country for the latter. Good times! Today allow me to wax on a company I have now become a huge fan of. Valve. This full blown love affair initially started the momentContinue reading “The employee utopia that is Valve”
Category Archives: Talent Management
On Hiring : Hire for Interesting, not ‘Normal’
When an organization is screening a potential candidate for a customer service manager role, what is the hiring team looking for ? Interviewing is a hit and miss game and after 200 of them recently, I have sort of given up on them as a dependable tool in filtering people. Too many false positives. AndContinue reading “On Hiring : Hire for Interesting, not ‘Normal’”
The damage bad managers can inflict is astounding
There is only so much good one noble person can do but there is no such upper limit to damage a bad actor can inflict. A good leader-manager can only make so much of a difference. But a bad one can just burn it all down. Entrepreneurs and CXOs need to be every vigilant of lettingContinue reading “The damage bad managers can inflict is astounding”
Hacking the Service Code
‘Smart’ pundits who love climaxing to epigrams sometimes dub China the ‘world’s factory’ and India, it’s ‘back office’. Although I would contend this is an irritating reductionism masking an aversion to in-depth research or independent thinking or worse, both, the economic nom de plumes can be taken as a go-point for some mental base jumping.Continue reading “Hacking the Service Code”
How Indian Education failed my generation
Let’s make a very random list of transformational technologies introduced in our lifetime : Smartphones and cellphones (example: A iphone or a BlackBerry) Portable computing ( example : a dell laptop, an ipad or a Mac) The Internet The internet available EVERYWHERE (on your phone,laptop,anytime) eBooks (Kindle) Facebook Retail DNA Tests Wikipedia Potable music players (ipod,Continue reading “How Indian Education failed my generation”
Annual Appraisals are a waste of time
2010 is coming to an end and many enterprises here will commence the great eyewash and wasted exercise that is a annual employee appraisal. Like Hollywood movies in the 1970s that we Indians saw a few YEARS after they were seen in the western hemisphere, practices that are now being questioned over there are not raisingContinue reading “Annual Appraisals are a waste of time”
On Education : the Con that is College Education
The Confederation of Indian Industry says that 25 percent of technical graduates and 15 percent of other graduates can be readily employed in the jobs that the recent boom has generated in the telecommunications, banking, retail, health care and information technology sectors. A report from NASSCOM says only 10 percent of fresh graduates are actually employable.Continue reading “On Education : the Con that is College Education”
Third Eye Observations 