Never a dull moment

I can feel the customer care - very strongly. I have decided to take a new Wifi internet connection. After discussion with two neighbours in our block of seven dwellings who vouched for performance and well as prompt customer service, I confirmed my desire in writing with id proof etc to the area franchise this morning. I got a OTP by SMS by 9 am and passed it on to the franchise. I asked the technicians to come after 10.30 am. Time is now 2 pm. I have got several calls confirming my order and also from several "technicians" asking for my house number. All of them said they would be here in an hour. If they had kept their word, my home would have become a medium sized Wifi organisation by now ! Half an hour back, for the first time a lady called asking about my "order" execution. I told her several guys were on the way. I do not think she paid attention to what I said.She said she would send a technician. This relentless custome...

Process ! Process !! Process !!! This is the new credo in every office. It makes it look as though everybody was working ( since Indian Independence ) without a process and got to where we are today without a care for systematic work. Frankly the way people and organisations go about their work today and the results achieved do not indicate any marked change in terms of quality of output and quantum of output. Orders continue to be difficult to track, outstanding difficult to obtain and deliveries happen haphazardly. But the English has changed. Process has become a good smokescreen to hide behind. If somebody asks why his or her salary is delayed, the response is that process is being followed and not an apology for the delay in paying the salary. When somebody questions the delay in execution of some work in office, pat comes the reply that the employees are sticking to a process. To me , it appears as though the meaning of the word "process" these days is "no". P...