But ultimately it’s all about my Department (My experience with India’s public and private sectors)

We thank Mr. Sorabh Bajaj for his contribution towards the official blog of MARC School of BUSINESS. We present to our readers an interesting Article written by Mr. Bajaj.

Mr. Bajaj has been working as Program Management-Customer Advocacy  Unisys. He is also a Visiting Faculty for MBA Program at MARC School of BUSINESS. To know more about Mr. Bajaj, please click here. Happy Reading !

With the recent change in bank cheque clearing process in India, RBI made it mandatory for customers to use compliant cheque leaves. Some of the banks were proactive and pushed the compliant cheque books to their customers. Others like RBS (Royal Bank of Scotland) were probably trying to save cost by not pushing cheque books to customers and waited for customers to initiate the request. Or they were under the belief that all Indian consumers use only EFT (electronic fund clearing) facility for money transfer. For whatever reason I did not get cheque book form RBS and hence ordered one using their net-banking facility on Mar 18, 2013. To RBS’ credit, the cheque book was at my doorstep on Mar 20, 2013- good job RBS!

Within 2 hours of receipt of the cheque book I got a call from RBS back office and the gentleman on the phone wanted to seek my feedback. I was in the awe of good customer service. It seems as if the bank knew when my cheque book will delivered and they were waiting confirmation from courier agency before making the call to seek my feedback. Happy with the ease of ordering the cheque book, receiving it and now with someone wanted to seek my feedback on the process, I was all set to share my experience.

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

The caller started with instructions and mentioned , please answer the following questions as Yes or No only. Then 4 questions around the ease of ordering the cheque book using net banking came. Like a happy customer I answered all as questions with “Yes” and I was waiting for other questions on fulfillment of the request. But the expected questions did not get asked and I mentioned, is that it? The courteous reply form other side came- yes, the survey is to check your satisfaction with net banking only. My immediate reaction- so who is going to collect my feedback on complete process. I am customer of RBS and not just net banking department of RBS. Ans if you wanted to seek my feedback on net banking- you could have asked me these questions online i.e. during my net banking session.

I was left with sour taste as I wanted to give some feedback on the courier agency RBS hired to ship my cheque book and also when I get call from RBS call center there is an irritating beep before I am connected with the caller. I swallowed my words as I knew that my feedback will be falling on deaf ears. The caller’s job is to check my satisfaction with one of the departments of RBS and I cane share my feedback only as Yes or No with no room for comments.

I hope that businesses come out of CSAT survey trap and take a more holistic approach of Customer Advocacy.

ABOUT MARC SCHOOL of BUSINESS

MARC Business School is India’s First & only Business School to offer Company Linked MBA program which works on company/industry recommended skills. Recently, MARC has been ranked 2nd In India (New Generation B-Schools Category)To know more about MARC B School, visit our website http://www.marcbschool.com/ or follow us on Facebook 

Why the Road to growth stops short of its objective in India?

We thank Mr. Sorabh Bajaj for his contribution towards the official blog of MARC School of BUSINESS. We present to our readers an interesting Article written by Mr. Bajaj.

Mr. Bajaj has been working as Program Management-Customer Advocacy  Unisys. He is also a Visiting Faculty for MBA Program at MARC School of BUSINESS. To know more about Mr. Bajaj, please click here. Happy Reading !

It was the summer of 2010 and I had recently laid my hands on a 2 liter power mill. I have been waiting to hit the road and unleash its potential. And the day finally arrived as I decided to travel from Bangalore to Goa via road. Most part of this route (when travelling via Hubli) is ‘The National Highway’ which has been developed as part of Golden Quadrilateral project. Having covered distance of 300 km in less than 4 hours, I was in the awe of the growth that Indian road infrastructure has undergone in last decade. I wanted to share my happiness with my brother, who has been settled abroad for last 8 years, and I told him that “you need to experience this- India is rubbing shoulders against developed nations”.

I was right in claiming India’s victory but partly.

Mr Sourabh Bajaj

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

Good road infrastructure expedites the rate at which cargo reaches different parts of country. For example, it would take a truck 8-10 days to transport goods from Bangalore to New Delhi during 1990s and now with improved infrastructure the same distance can be covered in 5-6 days. Now the trucks not only save time but they also consume lesser diesel with the lower wear and tear of tyres because of the good roads. In nutshell, improved road infrastructure helped Indian businesses to be more efficient and the net result was an increase in 9% per annum growth in GDP until recently. The latest statistics (that of 2013) points that India will continue to grow but at rate of 5% to 7%. Let’s see why.

Truck divers as we know are hard working. They made the most of improved road infrastructure and reduced travel time by 40-50%. Their trucks have also undergone technological advancements. But then why it still takes them around 5-6 days of time to cover the distance between Bangalore and New Delhi. The answer lies with our policy makers.

India improved its road infrastructure but she failed to implement much needed reforms such as GST (Goods and Services Tax). A truck carrying goods now drive faster only to be stopped by RTO and interstate revenue officers. GST is meant to replace all indirect taxes levied on goods and services by Indian Central and State governments. GST will not only make transportation of goods more efficient, it will also reduce opportunities of corruption by reducing state-public interactions.

In last decade, India have achieved the growth due to the improvement in  infrastructure and the adoption of new technology but there is a limit an economy can grow purely based on the above factors. The next and long term wave of growth is largely depends upon the policy reforms. Until then the road to prosperity will stop short of its objective.

ABOUT MARC SCHOOL of BUSINESS

MARC Business School is India’s First & only Business School to offer Company Linked MBA program which works on company/industry recommended skills. Recently, MARC has been ranked 2nd In India (New Generation B-Schools Category)To know more about MARC B School, visit our website http://www.marcbschool.com/ or follow us on Facebook 

Reforms and Public Life

We present to our readers an interesting Article written by Mr. Sorabh Bajaj. 

Mr. Bajaj has been working as Program Management-Customer Advocacy at Unisys. He is also a Visiting Faculty for MBA Program at MARC School of BUSINESS. To know more about Mr. Bajaj, please click here. Happy Reading !

The sight of a commercial vehicle especially an auto rickshaw polluting the air is a very common in India.  And Bangalore seems to be safe haven for environmental offenders. On an usual morning, en route office, my wife asked me do we have pollution check drives in Bangalore. She recalled how in Delhi cops would run pollution check drives. While this approach of Delhi police seems to be working but is it sustainable and efficient approach? If you had been ‘victim’ of this drive you will realize that how inefficient the process is. Traffic Police stops you for just checking if you have a valid pollution under control certificate or not- the entire process can take 10-30 minutes depending on time of the day and location in the city.

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

I have not mentioned anything about corruption opportunity during such drives. Gurcharan Das   very rightly mentioned in his book “India Grows at Night” that more the number of interactions with Govt., higher the opportunity for corruption.

Most of us are law abiding citizens and we are conscious about our environment. We get our cars serviced, ensure our car does not pollute. The real reason for us to collect pollution under control certificate is to avoid manhandling by Traffic Police.

Revisiting my wife’s comment- do we have pollution check drives in Bangalore? In my mind I am thinking do we really need such drives to control pollution? Again quoting Gurcharan Das, our government is sleeping where it need of be acting and is hyperactive where it should not be playing role.

Now, traffic police has host of responsibilities and their main responsibility is to manage traffic. To help them focus on their main responsibility, our Govt. should reform these outdated laws/systems. If you really want to bring discipline in adherence to pollution under control checks then having special drives by Traffic Police will bring more pain and agony to public than actually reducing pollution.

I offer some food for thought for our bureaucrats; all the pollution generating vehicles need to get their insurance renewed every year. Why can’t we sell pollution check vouchers along with insurance? Having already paid for pollution checks, vehicle owner would like to redeem the vouchers in timely fashion. And those who did not renew the insurance for their vehicle become target not just for pollution drives but also “document check” drives. These drives become much focused and if Traffic Police has resources, these drives can be driven at source i.e. vehicle registration address of non-compliant.

The suggested process may not be the best one and I welcome critique to start the thought process around it. This is my small effort to connect public with reforms, which generally are considered as high level governmental talks. In addition to major economic reforms, India needs to reform laws/systems that impact common man in daily life. And a discussion like this is starting point.

ABOUT MARC SCHOOL of BUSINESS

MARC Business School is India’s First & only Business School to offer Company Linked MBA program which works on company/industry recommended skills. Recently, MARC has been ranked 2nd In India (New Generation B-Schools Category)To know more about MARC B School, visit our website http://www.marcbschool.com/ or follow us on Facebook 

Why an MBA is necessary?

We present our readers with an interesting Article written by Mr. Sorabh Bajaj. 

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

Mr. Sorabh Bajaj has been working as Program Management-Customer Advocasy at Unisys

Mr. Bajaj has been working as Program Management-Customer Advocacy at Unisys. He is also a Visiting Faculty for MBA Program at MARC School of BUSINESS. To know more about Mr. Bajaj, please click here. Happy Reading !

The coveted MBA degree has different meanings for different people. While most of them simply consider it as an educational qualification required to land in a handsome job offer, for some it stands valid to earn some extra brownie points while moving up the career ladder.

Though the discussion around what MBA means to different people will help us churn out some valuable insights, I would like shed some light on the most basic one – Why  MBA degree? Apart from the educational qualification, have you ever pondered over some pertinent questions – Why our society needs MBA graduates? Why a well designed industry-led MBA course has become even more relevant in today’s modern time?

To help explain this – our ecosystem offers limited resources whether it is time, human resources or raw materials. Economic theories will tell you that the objective of any economic or social activity is to optimally utilize the existing resources in order to maximise the wealth. Thus, our society demands specialised skilled managers who can understand and perform in a highly constrained environment and effectively apply their knowledge to utilise resources efficiently.

Having an MBA degree does not just add another feather to your profile to cash in the perfect job opportunity. It is indicative of the fact that you learn to look at challenges and opportunities more holistically. It gives you an analytical bend of mind to weigh options more comprehensively.  An MBA program equips you with the requisite knowledge and skills to steer your life as a thought leader, and more importantly as a problem solver.

Over a period of time, MBA programs have undergone significant changes both in terms of quality of education and relevant industry exposure. In my opinion, MBA programs must offer a simulated learning environment for students to pick up problem solving abilities – more realistically and practically.

At MARC, we have designed our program keeping in mind the challenges businesses face in the 21st century. Our MBA program helps students realise their potential to fullest as future business leaders. Our students are given opportunities to solve real time business problems as part of our industry-link MBA program. MARC encourages students to conduct research and develop intellectual property as part of student-driven forums.

If you believe that you have what it takes to be an MBA, then we welcome you to this exciting career at MARC family.

ABOUT MARC SCHOOL of BUSINESS

MARC Business School is India’s First & only Business School to offer Company Linked MBA program which works on company/industry recommended skills. Recently, MARC has been ranked 2nd In India (New Generation B-Schools Category)To know more about MARC B School, visit our website http://www.marcbschool.com/ or follow us on Facebook