Raise the Bar and Set Your Goals on any Pitch

Disclaimer: I have been writing the blogs in the style of story telling based on real incidents but with some fiction added to emphasize the message. Hence please do not conclude anything based on the blogs. 

ABC Bank is very special customer for me. We have been doing fine with the Bank through Application Support but I believed there is scope to do more. The guy leading the team is a senior and is a bit over qualified for the role. I however deliberately engaged him to make sure we do everything right for the customer.

When I visited the customer, she invited me with full smile and offered coffee. Linda is very friendly in nature and I know this smile doesnt necessarily mean the engagement is running fine. I quickly got in to the right topic after a few Hello How are you kind of conversation (I dont believe much in the sweet talk when I am not sure of the value add to the customer).

Linda said "I am quite happy with Kant Pai. He is excellent. He was doing whatever I wanted to do"

"I am glad to hear this Linda. I hope you are taking advantage of his experience and get more value from our presence ..."

"No Khaderao. He is perfect. Yesterday he did a data recovery and I was surprised he did this in 4 hours while I was thinking of it as a day long affair. He is quite efficient"

"Thanks Linda. Is there any scope for improvement or for any additional effort?"

"I dont think so."

However she hesitated and than said "Pai was asking for arrangement to work in a location close to his home. I am afraid to say ... he needs to manage on his own without my help"

"Oh, is it? My apologies. Your Bank can't move close to his house (I laughed). I am sure he knows about it. I will tell him right now"

"That will be great if you can explain him. He also had car parking issue and says the fee charged is high here.  You know I will not be able to facilitate any discount or other such support. All our staff are coming the same way"

"Oh God. He cant speak to you for this. I feel you are responsible for this." I again laughed. Linda laughed but asked "Why do you think I am responsible?"

"He is approaching you more than approaching me and it is because you are so nice Customer. But we cant abuse that. Once again my apologies and we can't take your hospitality as an undue advantage. I will fix the issues"

I gave her the sweets I prepared. She liked those Indian sweets last time, when she had dinner at my home. 

I rushed to meet Pai. I was in reality quite furious. 

Pai greeted me but quickly I had to explain him. 

"My dear friend. Linda is quite friendly it doesn't mean she has to go beyond and accommodate you for all personal issues"

"But what is the solution to this? This office is too far for me to drive" Pai continued. It is quite expensive to travel this long. 

"There is a solution. Please shift to a place close to this bank"

"Than I need to do Lease break"

"Yes. If you want to travel less distance you need to do this right?"

I have this problem with many of my team members. Once they travel to overseas they get more greedy than they used to be. They want everything to be managed by the Organization. The projects can be anywhere and members need to manage. This is a long term project and it is easy to adopt. I told him the same. 

"Ok my dear Pai. Good news is that Linda is happy with your work."

"Thanks Khaderao"

But I feel we should do much better.

"Boss, I am doing all she asked and there is lot of work load"

"Doing what customer is asking is just meeting the expectations. Can we exceed the expectations?"

"Khaderao! I am offended. This is application support. what can I do other than support at the application level? there is no access to source code if I develop a few accelerators. There is not even access to database to write triggers. All I can do is screen level support. And you want me to do miracles"

I heard patiently and once he is finished I asked. 

"How many tickets do you get on average per person per day?"

"Lot of tickets and lot work"

This is another issue. Lot of tickets, lot of work! Means he doesnt know what "Lot" means. 

"Pai, We need to get to details to understand. If there is more workload I will speak to Linda for adding more members. Can I get the view of all the tickets made in the last 6 months?"

***

After 1 hour of data collation and analysis we reached a conclusion that peak ticketing is at 1.5 tickets per day. 

The max time that a ticket takes is 2 hours. Means the max time a person is loaded every day is 3.5 hours. 

Pai felt a bit defeated but I tried to motivate him "Pai, dont you think we got more clarity on the work load? This is average but on a day we may get 5 tickets and the other day none. So we need not think we are under utilized"

There is some glow and relief in Pai's face. "Yes, thats why we are still loaded on many days!"

"Now we have an opportunity to do some value add in making the support more effective, what do you say?"

"Yes we may. But Khaderao. I need to make a few points clear. This is application support. I cant to any optimization on Product as the product vendor needs to be consulted for any such cases."

"How about some automations?"

"We dont have access to source code and we are not expected to do coding.... for all coding requirements, product vendor needs to be contracted and our job will be coordinating with them"

"Hmm. Ok can we get more alerts etc to act well before something goes wrong and some one reports the issue?"

Pai is annoyed. "I have been saying that we cant do coding"

I kept quiet and went through the report of all support tickets raised. 

There is one category of tickets which were taking as much as 4 hours for closure.

"What is this and why is it taking 4 hours time?"

"Whenever there is a maintenance activity by the vendor, I need to bring the Instance down. before bringing it down other team needs to do Database locking.It is another team and my team needs to coordinate"

"But why it takes so long even if the tasks are done in two places?"

"The database team needs to inform when the Database is unlocked. thats when the my team will bring the instance up. similar communications are required when Instance is getting down"

"I see. this means it is a manual process. The team needs to wait for confirmation from other teams. Cant we automate this?"

"How sir. I dont have access to Database code or Instance code."

"Sorry. I am not a technical guy but we run script to bring the instance up and down right?"

"Yes"

"we do the same for Database as well and there may be a state which tells the database is locked or not?"

"Yes and yes, I got it. I can write a script which checks the datacase state and runs the script to up or down the instance"

Pai said with excitement. 

"You made my life sir. This is going to reduce the waiting time by around 50%?"

"It will be much more"

"Thanks Pai. I am happy that you are thinking right. I am sure you can find many more such possible improvements. As long as my team doesnt do extra hours we must do this. Do you agree?"

"Yes Khaderao, also my team will be quite motivated as they do some coding apart from doing routine application support"

"Excellent! this is what I want. team should be happy and the customer should be happy"

After a couple of weeks Pai called me and told.

"Khaderao. This is quite exciting. I found a few more areas where we can simplify our monitoring process and identify the issues well in advance. For example, I used a freeware test automation tool and just wrote a text to login to the application. If the login fails there is a possibility that the application is not accessible for any reasons including database down, Network failure or wrong password. But it helps me to act well before the users tell me and escalate"

From the phone I was hearing the beaming voice of Pai.

He continued. "

There was another case where the integration happens between two applications and whenever they fail one log file will be filled. I wrote a script to check every 10 seconds on whether the log file is not empty. I get alert when the log file is not empty which means the integration is failed for some transaction. It doesn't need any access to source code of the integration script but I get to know before some one logs the ticket after several hours."

"Great my dear Pai. I understand you can do this. Did you realize that there is always scope to do well in any condition. A cricketer like Sachin tendulkar will not lose interest even if he is playing a Club team. Probably he would raise the bar and set targets to score 500 runs in a day against such weak teams. We should get such mindset"

Great! Pai is on right track and he do the best for the customer and also to our organization.

Work for Business Goals:Enablers are required but Outcome should not be forgotten

Disclaimer: I have been writing the blogs in the style of story telling based on real incidents but with some fiction added to emphasize the message. Hence please do not conclude anything based on the blogs. 

When I went to Nobel Hospital I found Nobel already waiting there with a garland with bunch of people behind him, all in business suits. Before I got down Nobel opened the Car door and invited me. A beautiful lady came with the garland and before I prevented the garland was around my neck.

"Mr. Khaderao, it is a great feeling to have you here. Please come"

We all went inside. It was stunning experience for me when I looked inside. It was a huge hall fully decorated and equipped with five receptionists sitting in the middle of the floor. All of them are with Neat and Clean Hospital Uniform. Even all other Staff moving on the Hall were full of White and Clean clothes. The Hall is full of room freshener flavor. 

They all greeted me and I folded my hands and told Namaste to them before they offered a hand shake (I am also a mad guy). 

"Dear Khaderao, we have five receptionists to ensure we serve the best. Their job is to ensure who ever enters this building are authorized"

First receptionist Swathi asked me show my bag. She almost tore the bag to check all parts and sides of the bag and ensured there are no dangerous items like Pen Drives, Data Cards, CDs etc. She returned the bag as it is and I needed to close all portions and put all my belongings in to my bag. Thinking that my job is done, I wanted to move forward. But Rosy (next receptionist) stopped me.

"Sir I want to check your laptop"

I replied "I didnt bring laptop" 

"But I need to check sir. My apologies"

"Just now Swathi checked my bag and there was no laptop inside?..."

"Sorry Sir, she checked if there are CDs, Pen Drives etc. I need to check if there is Laptop"

"But she didnt find any laptop in my bag. You also must have seen?"

"As per process I need to do my checks sir, I am sorry without this checking we do not permit any one to go inside our Office'

Nobel interfered and said to me "Dear Khaderao, I know this is slight inconvenience, but we have robust process to ensure there are no risks. Please cooperate"

I was quite impressed and my Bag was again torn to the max limit. There are 3 more to check my bag. Probably one will check if I have bombs and Arms and another whether I have a camera and the last one will check if the Bag is still useful!!!

Fortunately the other checks were completed very fast in an hour. 

When I thought of moving, the last receptionist told me, "Sir outside items are not allowed. I request you to please leave the bag here in reception"

I left the Bag after filling 5 page form with all details of what is in the Bag. 

At last I could go inside the office at about 12.30 PM. It was lunch time. 

Nobel asked me if I want to have lunch. I asked what the best nearby Hotel. I wanted to go but quickly changed my mind after Nobel explained that I need to leave with my bag and enter again through the same process that I followed in the morning. 

"Let us have something here itself. I may not be able to enter again in next 3,4 hours" 

"Lunch inside office is not allowed Khaderao"

Good. One day fasting is better. I made my mind to skip lunch to save that many hours of checks at reception again. 

Nobel took me to the Research and Development Section.

"Dear Khaderao, this is the Research and Development group. The people whoever work here undergo complete checks including mental check to make sure they dont go mad for next 1 year."

"Why So?"

"This is because our systematic approach is not digestible to many immatured people and hence we decided to have this kind of treatment"

We moved forward. 

"We dont supply papers so that people cant print any documents. We dont provide the phone to ensure our team dont call outsiders"

"What if they need any print out? Why cant they call outside?"

"Our Intellectual Property cant go out. If anything is printed you may see the matter and reveal to outsiders. Similarly the guys may call outside and reveal the confidential matter to outsiders"

"What if they need to speak to customers, Experts or others for any clarifications?"

Nobel smiled proudly.

"We have a process for that as well. The team needs to fill this 7 page form and submit a business case for a phone call or a Printout or both. It will go through a robust approval process and we strictly follow the SLA of 10 days. The team are informed to followup only after these 10 days."

Great!!!

"And the conversation is monitored by a team of 10 people and it is recorded as well to make sure the Monitoring team doesnt join hands with the R&D teams and sabotage"

"What if the recording guy also cheats you?"

"It cant happen because the recording is done in such a way that no one can access the recorded item. And no one can know even the place where the recorded version is stored"

Than how you will anyone access that version? I didnt ask the question as I was feeling hungry and not having much energy. 

Nobel took me to another room. Before I asked, he explained "This is brainwashing room"

<!*&%?????

"People who are released from the Services are brainwashed completely to forget all they did here !"

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"This is because we prevent CDs Pen Drives, Internet Access, Telephone access and what not. But the guy can still remember the content of the Intellectual properties developed here"

This is very innovative!!! 

And really true. The intelligent guys can still store all the information in their brain. It must be thoroughly washed to protect the IP.

Nobel took me to another room. I saw 100 screens on the big wall with 20 people watching the screens without moving the neck. 

"These screens show what is happening in the Hospital. We prevented Printouts, phone calls  and data storage but people talk between themselves and information may pass between them"

Oh thats valid point. 

"If we find any one talking to other in Development room, conference room or even Toilet immediately an incident is logged. A 15 member team will review and interrogate the people on what they talked. Depending on the outcome,  beyond SLA of 30days (Beyond or within ???) the Employee will be punished or even laid off."

I opened my mouth and hearing.

"We may go with a simple punishment of plastering the mouths of members involved in the discussion for a duration of 30 days.  Or we may go to the extreme of terminating them with a fine of 10 Lakh rupees" Nobel elaborated with glowing face. (Currently we have a debate of whether the duration is 30 calendar days or 30 working days. As a matter of safety we are following 30 working days. A 3 member committee is reviewing the Procedure document to figure out what is the correct duration. they will complete the investigation beyond SLA of 2 months- calendar days or ???)

Very systematic!

I saw a few more cameras in the same room. Nobel understood my curiosity and explained before I asked.

"These cameras are to monitor these 20 guys. They cant move their neck towards anything other than screens"

Oh!

"Yes. We also do a mock grill when we deliberately make huge noise of 100 decibels and if any one turns their neck to understand that noise they will be sacked immediately. This is to ensure they are all disciplined and focused towards their work. Even 1% of deviation is taken very serious in my organization"

I appreciate.

He took me to the next room. There are around 50 people sitting and working with lot of concentration. They didnt even look at us. 

"They are all Inspection teams"

"They keep writing new processes to confuse the teams to the best extent. 

~^*%$^#@(*&@^@@????

This is because even our processes are IP (Intellectual Property) Protected. No one should share these processes to outside. More the confusion much is the protection of our IP"

Thats very true.

Nobel took me to Robot section where there are 100+ Robots which can do all types of Surgeries including Heart transplantation. He clarified that even these Robots will be brainwashed to make sure their thinking algorithm keeps changing and cleaned frequently. 

In other wing, all testing equipment are placed. "Anyone even if he is dying in front of me they need to undergo the tests!" Nobel proudly told. "Without the test reports, even a dead body will not be touched by our doctors. We go by everything that is documented. We don't go by anything by apparent symptoms or verbal reports. This is the reason why our auditors don't find even one flaw in our Processes"

Fantastic. 

Nobel took me to another hall which is big to an extent that I can meet the guy on the other end only the next day. There are hundreds of beds with clean bed sheets. Every Bed has a big shelf, lockers, friz and partitions. Beside each bed, there are equipment to support blood tests, Saline loading and even small surgeries etc. What a great Infrastructure. There is a TV infront of the Bed. There is also a room consisting of team which supports the Cable TVs. All that Staff are blind folded. Whenever a repair is required they are allowed to see, fix the issue and go back to blind folds. 

Yes I know why. Intellectual property and Process orientation. 

Nobel took me to Ambulance management. There are 100 ambulances. Each Ambulance is like a house. Everything is there in the Ambulance  Once again TV is also included. Staff were watching "Munnabhai MBBS" when we went there. 

When Nobel went they stopped the TV immediately. Nobel was furious and told them that the TV is for Customers only. 

We went to many other sections and everywhere it is clean, and perfect. 

When I finished the visit, I was checked thoroughly again in the most impressive manner. I collected my bag from the 5th receptionist after filling another form and started to move. But the fourth Receptionist stopped me "Sir, I need to check your bag before leaving"

"Just now I got it from your colleague what will be there other than what you already checked in the morning?"

"Sir that is something I need to confirm. As per process we need to check the visitor before he leaves"

After one full day duration in the the office, I understood a few things and without too many questions I got my bag checked by other 4 as well.

My bag is now in very bad shape but I am still happy to see that nothing offensive was found even after a thorough checking.

"Dear Khaderao, you went through the entire show. How is your feeling?" Nobel asked me on my way back.

"Dear Nobel, I am quite impressed by your infrastructure. All latest equipment, robust practices and the most disciplined team. With this kind of system, I am sure you can do a great job and protect the interest of the IP"

Nobel was very proud.

Suddenly I realized one thing before getting into the car.

"By the way, I didnt see any patients. How many are there?"

So far Nobel was answering all queries confidently but for the first time the smile disappeared from his face. 

I didnt wait for the answer and got in to the Car.

DISCLAIMER:

This Blog is not intended to hurt or criticize any one and the character that I was trying to depict is not any specific person. These were all outcomes of my experience and many times I find myself in one or two aspects of the character Nobel. Directly or indirectly if any of this character or others in the column are resembling any one it is a coincidence only.

Know your Business Problem First

Whenever I see some scenarios in my Profession I remember an old story. One guy goes to jungle and prays the God for years. Once he fulfills the God's satisfaction, the God appears and gives him a boon. The guy asks the God to grow some hair in the ears of his maternal uncle. There is a logic, even if stupid. The guy having such maternal uncle with hair in the ear, gets lot of wealth. The wish is still with no logic because when the god offered a boon, the guy could directly ask for wealth instead of sounding ridiculous. 

Many of my stakeholders also do the same. Instead of stating the business problem they directly ask you to do what they perceive as a solution. Consultants many times also accept to do with a directive that the Customer is right. The Consultants however forget that they are the experts and the customer looks for their advice and not to follow the advice. In this process the business requirement may or may not be met. And even if met, the important parameters like Total Cost of ownership could be impacted.

The Customers who have some technical knowledge are prone to be trapped into arriving at (perceived) solution without even defining the Problem. That is when the Consultants need to ask more questions to understand the Business Problem first and than arriving at solution.

Now there is also a challenge of doing this without hurting the Techno savvy customer. The consultant hence needs to come back with his understanding of Business Problem and many alternative solutions including what Customer has already suggested. The Consultant needs to provide the PROS and CONS for each of the alternative so that the customer him/herself will come back and narrow down to the right solution.

We also have a question on what is the right solution. Right here can be wrong somewhere else. Once again the customer needs to get more information on what is the Customer environment  the future business plans, technical capabilities, maturity of users, readiness to deploy to the solution in consideration. While I gave this many parameters, I would say, TCO (Total Cost of Ownership) is the major parameter before arriving at the Solution.

You can always give a solution and provide your attractive quote. But what is the end cost incurred by the Customer? Does he need to buy additional licenses? Does he need new hardware? Should he install a new Operating System? Should he hire a new administrator? What are such additional costs and how many of them are fixed costs and how many  are recurring? If you as a consultant do not ask these questions, the Customer will be in trouble even if you wash your hands with your service  and getting paid the service charges. And don't think you can run away. The project will be deferred or halted if the Customer budget doesn't support the other investment apart from your service charges. And you may not get the deal and you may need to leave in the middle of engagement with partial payment. At the end, you need to understand that you need t meet Customer's goals and objectives. Not just yours and your company's goals. When you go with a thought process of being in customer shoes, you will get another call from the same customer for another deal.

While this is on the outbound side, the serious challenge is from the inbound system. You as a sales or Pre-sales guy can go and confidently make a proposal when you know you have a resource pool of high quality and readiness to join the project in the timelines expected by Customer. Similarly you need to be confident that your operations team will give the needed software and setup to your offshore team to start from Day one. When your guys need to travel to abroad, your immigration and travel desk need to feel the same urgency and support you to meet the promised dates of deployment at Onshore. If any of such operations and support teams fail or feel indifferent to your priorities you will be quite defensive. The organization needs to work in such a way that all units work towards the same business objective and metrics.

This is the structure which ensures the success by all means for any service provider. And it is your organization which should drive for such togetherness and awareness of priorities.