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Category: Excerpts

Why design thinking is need of the hour?

Posted on by vanyajaiswal

Creative problem-solving is at the heart of innovation, and some of the world’s most innovative companies are very systematic in following this approach. Pioneered by IDEO and Stanford d.school, design thinking is one such approach that draws inspiration from the realm of product design. This book attempts to offer a practitioner’s perspective on how the tenets, methods and discipline of design thinking can be applied across a range of domains, including to everyday problems, and help us become expert problem-solvers through the use of the appropriate toolsets, skill sets and mindsets.

Here’s an excerpt from the book which elucidates why design thinking deserves to be adopted more seriously and pervasively.

**

Whether you are buying a product or hiring a service, at the end of the day you are consuming an experience, and in this experience economy, a lot more of your senses are involved. The traditional products have become more like services, and services have become experiences. In today’s marketplace, customers are shifting from passive consumption to active participation. Memorable experiences are not scripted by leaders or marketing departments but are delivered at the moment of truth by the customer-facing executives. And such experiences must be crafted and delivered with the same precision as the products. We are all seeking authentic experiences and even the most mundane task can be made into a cherishable experience. Such authentic experiences often take shape by allowing for spontaneity, and, paradoxically, this spontaneity must be designed beforehand, and technology is only a small part of that desirable experience.

Do you wonder why people spend such huge amounts to attend TED Talks, when all of these are available for free on the Internet? Because people want to ‘experience’ being in the company of thinkers and doers and get inspired. That is the same reason that thousands of Indians queue up every summer to watch Indian Premier League matches in their cities. Many of them travel across cities, stand in lines for well over four hours, often in scorching heat, when they could have watched their favourite players from the comfort of their living rooms. They seek genuine experiences, and they are ready to pay anything, risk anything to seek that involvement.

front cover of Design Your Thinking
Design Your Thinking || Pavan Soni

 

People, rich and poor, are going beyond amassing stuff to seeking experiences, and that is visible among a wide cross section in India and in several other emerging economies. Abhijit Banerjee, co-recipient of the 2019 Nobel Prize in Economics, notes, ‘Generally, it is clear that things that make life less boring are a priority for the poor.’6 He offers a counterintuitive explanation of why the poor spend more on festivities, marriages and other social functions, even if they are often deprived of material goods, such as televisions, bicycles or radios. Another explanation is to do with social equity and collateral, but equally, there is the desire to seek an experience and make life less boring.

Is it possible to infuse experience through design in the most commoditized and undifferentiated products? Yes, and the Indian watch brand Titan has made an empire doing so.

In December 1987, when Titan opened its first retail outlet at Bangalore’s Safina Plaza, watches were perceived as functional products, dominated by HMT Watches and Allwyn Watches and a few international brands whose watches were smuggled into the country. It was Titan that made us think about watches as pieces of adornment and even collectables. (The same was done later for jewellery, accessories, perfumes and, more recently, sarees.) Since its formative days, Titan has paid special attention to how its watches are displayed and to the overall buying experience. Notwithstanding the award-winning designs of its watches, the company’s focus has largely been on designing the buying and gifting experiences. Not just these, Titan has also invested in the product repair experience, setting up repair centres within showrooms to win customers’ trust.

On how Titan went about improving customer experience, Bhaskar Bhat, the company’s former MD, notes, ‘Formalising an informal sector and transforming it for the benefit of the consumer is what we have done best. We are sort of bringing order from disorder. We create elevating experiences for the customers.’7 As Titan demonstrates, designing experiences could be an enduring competitive advantage.

**

 

Salma’s women live fragile lives but dream of hope

Posted on by ashmita

Salma’s women dream of a better world and better lives. Caught up in their circumstances, this simple dream seems more and more distant. Read an excerpt from Women, Dreaming, translated into English by Meena Kandasamy:

 

Parveen runs as though her head is falling apart. Seeing Amma, Hasan and a few others chase her, she runs even faster. The panic of being captured makes her run without paying heed. She runs bounding across walls, past open grounds, she runs and runs…

Waking suddenly out of this nightmare, Parveen was very relieved that no one had caught her. Drenched in sweat, lazy and reluctant to get out of bed, she started thinking about the nature of her dream, what she could recollect of it, the dregs of an earlier life that tormented her now in the form of fantasy. She hated it. She pinched herself to make sure that she had really got away – and that made her overjoyed – then she once again raided her memories.

Meanwhile, downstairs… ‘Her mother has come to visit Rahim’s wife,’ Hasina heard the violent disdain in Iqbal’s voice. Absorbing her husband’s words, Hasina gathered her loose hair, tied it up in a bun and slowly made her way out of her bedroom. Because she could not see anyone in the living room, she shouted, ‘Parveen, Parveen,’ her voice loud enough to display her authority as mother-in-law.

Parveen shouted back, ‘Maami, here I come,’ as she rushed down the stairs. Hasina saw Subaida trailing behind her daughter. Responding to Subaida’s muted salaam with a loud and prolonged ‘wa ‘alay- kum al-salaam,’ Hasina sat down on the sofa.

When Subaida asks her how she is doing, her tone is reverential, its politeness exaggerated. Hasina’s cold response – ‘By the grace of Allah there is no dearth of wellness here’ – comes across as slightly menacing. Although Subaida is upset that Hasina hasn’t asked her to take a seat, she hesitantly stoops to perch on a corner of the sofa.

Parveen is annoyed and angered by her mother- in-law’s tone and manner, but she quickly pacifies herself, refusing to show any sign of being perturbed.

Front cover Women Dreaming
Women, Dreaming||Salma

‘You took the stairs to be with your daughter without first paying your respects to me,’ Hasina remarked. Subaida, registering the reason for Hasina’s displeasure, attempts to placate her: ‘You were sleeping, that’s why I went to talk with Parveen. It has been two weeks since I saw my daughter, you see, so I was very eager…’

This makes Parveen even angrier, to watch her mother plead and try to make peace in such a cringing act of deference.

Perhaps because Hasina had just woken from a nap, her face appeared to be bloated. She had not parted her jet-black hair, merely tied it up into a loose knot, not a hint of grey visible. Parveen compared her mother’s veiled head; most of Amma’s hair had gone white although both women were of the same age.

‘Here, I have brought some snacks,’ Subaida extended a bag that she had brought with her towards Hasina, who rejected it casually.

‘Why? Who is there to eat them here?’

Parveen ground her teeth in anger – this was all too much to take.

‘So, what happened to your promise of buying a car for us? This Eid or the next one?’

Parveen caught the sarcasm in Hasina’s sudden barb. She looked towards her mother to see how she would react.

Parveen could not forget that this was the same Hasina who on the day of Parveen’s marriage to her son had said, ‘She is not your daughter – from this day, she will be my daughter, she will ease my pain of not having given birth to a girl.’ She wondered if her mother, too, was ruminating on something similar that Hasina had told them in the past…
‘It has been three months since the nikah. When are you going to make good on your promise? Your daughter doesn’t understand the first thing about how to conduct herself. She appears to be unfit for any sort of domestic work, as if she was a college-educated girl. Even after I’ve got a daughter-in-law, I’m the one stuck in the kitchen.’

Subaida regretted having come here. Parveen was meanwhile chastised by Hasina: ‘Why are you standing here like a tree – go and fetch some tea for the both of us.’

Parveen moved towards the kitchen. She was curious to know what excuse her mother was going to provide for the demand of a car – but she also knew that she did not have the strength to listen to her spineless words. They must not have promised a car. Why should they have sought an alliance like this? What was wrong with her? Why did they arrange this wedding? She understood nothing.

She filtered the tea into a tumbler. She carefully stirred only half a spoon of sugar in her mother-in- law’s cup, knowing that she had to keep an eye on her sugar intake.

Though Parveen had eagerly awaited her mother’s arrival, her foremost instinct now was that Amma should leave here immediately. She had wanted to share as many things with her as possible, but now she decided not to confide in her at all. She only wanted her mother to return home peacefully.

With shaking hands, she extended the cup of tea towards her mother-in-law, then served Amma, looking at her intently for some clue.

Hasina, taking a sip and grimacing, remarked: ‘Hmm, it’s too sweet. Why have you poured so much sugar into this? There’s nothing you can do properly. In three months, you have not even learnt how much sugar to add in your mother-in-law’s tea. Go, add some milk to my cup and bring it back.’

Her harsh tone made Parveen feel crushed. She worked out that her mother’s response about the car must have displeased Hasina. She could see from her mother-in-law’s face how embittered and angry she felt.

The house wore a dreadful silence.

~

Women, Dreaming is a beautiful and painful read, both heart-breaking and hopeful at once.

What we learnt from the COVID-19 pandemic

Posted on by ashmita

In early 2020, the health sector in India was about to shift gears from the policy formulation stage to the implementation stage. It is at this point that the pandemic happened. The importance of having a robust public health system has never been felt more acutely. We have learnt a few things in these nine months into the pandemic, excerpted from Till We Win: India’s Fight against the COVID-19 Pandemic by Dr Chandrakant Lahariya, Dr Gagandeep Kang and Dr Randeep Guleria.

Well-functioning primary healthcare services as well as stronger public health services are essential to keep the society healthy: A majority of COVID-19 patients, nearly 80 per cent, needed only an initial interaction with health systems and no medical intervention during the entire period of recovery. They were either kept at CCCs, mainly to isolate them from healthy individuals, or were allowed home isolation. Such an approach reduced the risk of these patients transmitting the virus to others while visiting large facilities to seek care. Most of the interventions, be it contact tracing, testing, isolation or advising people on COVID-19-appropriate behaviour, were being delivered by primary care and public health staff. It is for this reason that countries with a stronger primary healthcare system (such as Thailand and Vietnam) fared much better than countries with a hospital-centric health system. Taiwan largely controlled the pandemic through effective testing and contact-tracing approaches, delivered through the primary healthcare and public health teams.

Neighbourhood clinics play a bigger role in ensuring good health than large hospitals: The pandemic has shown us the utility of smaller facilities over mega hospitals. In the early period of the outbreak, big hospitals became overburdened as all suspected and sick people thronged them. Panic led even patients with mild illness to rush to these hospitals. This drove home the point that a good referral system helps in balancing out the load of patient care and ultimately leads to better patient care. During the period of the pandemic, a majority of COVID-19 and non-COVID-19 services were provided by the PHCs and neighbourhood clinics.

front cover till we win
Till We Win||Dr Randeep Guleria, Dr Gagandeep Kang, Dr Chandrakant Lahariya

Health is about a broad range of services and providers:

To stay healthy, we all need much more than hospitals and doctors. Health services are a combination of public health (preventive, promotive services) as well as medical care (clinical/curative services), among others. If it were not for preventive and promotive health services, which help in reducing disease, hospital services would never be enough to treat all the people who get sick. Also, health needs multi-sectoral inputs, and the importance of sanitation and infection-control measures have now become more evident. Focusing on only one type of service will not suffice.

Non-pharmacological interventions are equally important and effective: The war against COVID-19 has largely been fought by people adopting and adhering to the non- pharmacological interventions or ‘the social vaccines’ of wearing a face mask, handwashing, and physical distancing. Till (and even after) effective therapies or a few vaccines become available, these interventions will continue to play a key role in decreasing the disease burden. Other than for COVID-19, there are many non-pharmacological interventions that are proven against diseases such as diabetes and hypertension: healthy diet, regular physical activity, no smoking and moderate or no use of alcohol. It is time that the approach of encouraging people to adopt a healthy behaviour becomes mainstream for other health conditions as well.

Laboratory testing and diagnostic services are an important part of overall health service delivery: Testing can help in early identification of infection, prevent the spread of disease, and guide early interventions. This is also applicable for health services in non-emergency times. Testing forms the basis for other strategies which are planned at local and national levels and must be pursued aggressively.

Better functioning government-funded health systems are more effective in an early response to epidemics and pandemics: Pandemics are unprecedented challenges and no health system is fully prepared to respond to these without additional efforts. However, stronger health systems funded by governments mount a more effective response, which also allows for surge capacity.

Health services entail teamwork between health and non- health contributors: Keeping people safe and healthy requires interventions across a broad range of services, including testing for identification of those with infection, tracing the healthy who have been exposed and are at risk of falling sick, isolating those who are sick and can transmit infection, treatment for those who need medical care, and so on. For all of these, we need not only doctors and nurses, but also pharmacists, laboratory technicians and frontline workers. We also need coordination and collaboration with sanitation workers and community members. The pandemic has taught us that to tackle health issues comprehensively we need to move out of silos. Multi-sectoral collaboration is essential for comprehensive preventive and curative health.

Frontline workers are at the heart of health services: When the history of the fight against COVID-19 is documented, the efforts of frontline workers from the ASHAs, AWWs to ANMs will find a special mention. They are the ones who have guided the health system from the field and tracked the infection in the community. They perform yeomen services even during non-pandemic periods.

The health sector faces a paucity of essential supplies needed for delivering services: The shortage of PPE in the initial stage of the outbreak and, subsequently, a shortage of medical oxygen can be taken as indicative of supply issues in the health sector in India. Although the shortage was eventually addressed, this needs to be monitored on a regular basis. These shortages are indicative of an overall shortage of various types of supplies, such as medicines, diagnostic kits and other consumables.

Other things we learnt, specified in more detail in the book are:

  • The private sector has a role to play in health services which can be harnessed with effective regulation.
  • Health sector laws and regulations should be better implemented.
  • Health and economy are interlinked.
  • There is a huge role of epidemiological, operational and scientific research in advancing health.
  • Health outcomes are dependent on collaboration and community participation.

 

Offering insights on how India continues to fight the pandemic, Till We Win is a must-read for everyone. It is a book for the people, for political leaders, policymakers and physicians, with the promise and potential to transform public health in India.

 

 

 

When life imitated art for Sonu Sood

Posted on by vanyajaiswal

During the nationwide lockdown, imposed in the wake of the COVID-19 pandemic, when a wave of poverty-stricken migrants set out on foot to make their arduous journey back home, the value of seva, service to mankind, instilled in him by his parents, spurred Sonu Sood into action. From taking to the streets and reaching out to the stranded, to setting up a dedicated team and making arrangements for national and international transport, Sonu managed to help thousands of helpless and needy workers.

In his memoir, I Am No Messiah, Sonu Sood combines the extraordinary experiences of his journey from Moga to Mumbai with the writing skills of veteran journalist and author Meena K. Iyer. Honest, inspirational and heart-warming, this is the story of Sonu Sood and of the people whose lives he continues to transform.

In this excerpt from the book, Sonu Sood shares how his life mirrored the events that were shown in Airlift, a Bollywood movie starring Akshay Kumar that he was deeply moved by.

**

A movie in which I had no part to play but which nonetheless affected me deeply was the inspirational Airlift (2016), directed by Raja Krishna Menon. In this film, Akshay Kumar played a Kuwait-based Indian businessman named Ranjit Katyal. I had my heart in my mouth when the protagonist evacuated 1,70,000 Indians from Kuwait after Saddam Hussein attacked the country; and I felt a lump in my throat when Akshay raised the Indian tricolour at the end of a victorious airlift. Patriotic films usually have that effect on me. And for some reason, Airlift, the movie, stayed with me; it had that kind of strong impact on me.

The inexplicable connection I had with this film showed up on 29 May 2020. I felt a sense of déjà vu when, in the midst of the lockdown, I managed to evacuate and airlift a large group of people from one state to another. A total of 177 men and women had to be picked up from Kochi, Kerala, and carried to safety in Bhubaneswar, Odisha. There was so much detailing in the plan and such fine points to be covered in the execution that I felt I was watching Airlift again.

My personal Airlift thriller, as true to life as Akshay’s film, began with a message on my Twitter timeline. I was informed that there were 167 women stranded in Ernakulam close to Kochi, Kerala, who needed to be rescued and sent to Odisha. They worked in an embroidery workshop. There were ten boys too, who were plumbers, electricians and miscellaneous job workers in and around the factory premises.

The factory had closed soon after the lockdown was imposed in Kerala, leaving these Odia workers high and dry. The women had no shelter and hardly any food in Kerala. They also barely knew Malayalam, the state’s language. In short, they were cash-strapped and helpless. But help comes from the most unexpected sources. Someone guided these women to reach out to me, and that’s when I got their message on my Twitter timeline.

It was a massive, mind-numbing operation for my team and me. There was no local transport available to fetch this group of women from the factory premises where they were bunched up. They had but one intense desire: ‘Come what may, we want to go home.’ I learnt that they all hailed from the same district, Kendrapara, in Odisha.

With local transport unavailable and airports all over the country closed, we had to obtain permissions and coordinate at several levels. Once again, an engineer’s blueprint for action had to be drawn.

Accordingly, I first reached out to some authorities at Air Asia. Once they were convinced about the immediacy and the integrity of my request, they agreed to send an aircraft from Bengaluru to Kochi to airlift the girls and take them to Bhubaneswar. In Kerala, we had to arrange for a minimum of seven large buses to fetch the 167 women from Ernakulam and drop them off at the Kochi airport in time to catch the flight. But it was not smooth sailing.

front cover of I am No Messiah
I am No Messiah || Sonu Sood, Meena K. Iyer

 

When the buses were loaded, there was a crisis. The ten men, the assorted plumbers and other workers who had also been stranded in and around the factory, wanted to join the women and go home. However, the security guards at the factory did not allow them to board the bus. When one of them dialled me and pleaded for help, another round of talks ensued, this time with the security personnel at the factory. They were convinced and permitted the men to board the buses. As in every operation, whether it was by bus, train or plane, I had to be available round the clock to pick up the phone to sort out last-minute glitches and seek eleventh-hour clearances. It wasn’t possible to delegate responsibility and go lock myself up in an air-conditioned bedroom. It was my voice that opened doors; I had to be on call.

I cannot count the number of phone calls that went back and forth to meet the challenge of opening up two airports, Kochi and Bhubaneswar. Until the airport authorities in both cities were convinced that it was an emergency operation, that this group of men and women had to get back home, I had to keep speaking to people. I could breathe only when both airports were opened for this flight to take off and land.

**

 

 

 

 

For Paulo Coelho, archery is the vehicle for the clear truths of life

Posted on by ashmita

Anyone who reads Paulo Coelho is changed in some fundamental way. The power of his words is rare, and the breadth of his scope is not easily matched. Here is an excerpt from his newest book The Archer, exploring truths of life through an impactful metaphor:

~

‘Tetsuya.’

The boy looked at the stranger, startled.
‘No one in this city has ever seen Tetsuya holding a bow,’ he replied. ‘Everyone here knows him as a carpenter.’

…Tetsuya made as if to resume his work: he was just putting the legs on a table.

‘A man who served as an example for a whole generation cannot just disappear as you did,’ the stranger went on. ‘I followed your teachings, I tried to respect the way of the bow, and I deserve to have you watch me shoot. If you do this, I will go away and I will never tell anyone where to find the greatest of all masters.’

The stranger drew from his bag a long bow made from varnished bamboo, with the grip slightly below center. He bowed to Tetsuya, went out into the garden, and bowed again toward a particular place. Then he took out an arrow fletched with eagle feathers, stood with his legs firmly planted on the ground, so as to have a solid base for shooting, and with one hand brought the bow in front of his face, while with the other he positioned the arrow.

The boy watched with a mixture of glee and amazement. Tetsuya had now stopped working and was observing the stranger with some curiosity.

With the arrow fixed to the bowstring, the stranger raised the bow so that it was level with the middle of his chest. He lifted it above his head and, as he slowly lowered his hands again, began to draw the string back. By the time the arrow was level with his face, the bow was fully drawn. For a moment that seemed to last an eternity, archer and bow remained utterly still. The boy was looking at the place where the arrow was pointing, but could see nothing. Suddenly, the hand on the string opened, the hand was pushed backward, the bow in the other hand described a graceful arc, and the arrow disappeared from view only to reappear in the distance.

‘Go and fetch it,’ said Tetsuya.

The boy returned with the arrow: it had pierced a cherry, which he found on the ground, forty meters away.

Tetsuya bowed to the archer, went to a corner of his workshop, and picked up what looked like a slender piece of wood, delicately curved, wrapped in a long strip of leather. He slowly unwound the leather and revealed a bow similar to the stranger’s, except that it appeared to have seen far more use.

Front cover The Archer
The Archer||Paulo Coelho

‘I have no arrows, so I’ll need to use one of yours. I will do as you ask, but you will have to keep the promise you made, never to reveal the name of the village where I live. If anyone asks you about me, say that you went to the ends of the earth trying to find me and eventually learned that I had been bitten by a snake and had died two days later.’

The stranger nodded and offered him one of his arrows.

Resting one end of the long bamboo bow against the wall and pressing down hard, Tetsuya strung the bow. Then, without a word, he set off toward the mountains.

The stranger and the boy went with him. They walked for an hour, until they reached a large crevice between two rocks through which flowed a rushing river, which could be crossed only by means of a fraying rope bridge almost on the point of collapse.

Quite calmly, Tetsuya walked to the middle of the bridge, which swayed ominously; he bowed to some- thing on the other side, loaded the bow just as the stranger had done, lifted it up, brought it back level with his chest, and fired.

The boy and the stranger saw that a ripe peach, about twenty meters away, had been pierced by the arrow.

‘You pierced a cherry, I pierced a peach,’ said Tetsuya, returning to the safety of the bank. ‘The cherry is smaller. You hit your target from a distance of forty meters, mine was half that. You should, therefore, be able to repeat what I have just done. Stand there in the middle of the bridge and do as I did.’

Terrified, the stranger made his way to the middle of the dilapidated bridge, transfixed by the sheer drop below his feet. He performed the same ritual gestures and shot at the peach tree, but the arrow sailed past.

When he returned to the bank, he was deathly pale.

‘You have skill, dignity, and posture,’ said Tetsuya. ‘You have a good grasp of technique and you have mastered the bow, but you have not mastered your mind. You know how to shoot when all the circumstances are favorable, but if you are on dangerous ground, you cannot hit the target. The archer cannot always choose the battlefield, so start your training again and be prepared for unfavorable situations. Continue in the way of the bow, for it is a whole life’s journey, but remember that a good, accurate shot is very different from one made with peace in your soul.’

The stranger made another deep bow, replaced his bow and his arrows in the long bag he carried over his shoulder, and left.

~

We can’t wait to settle in with The Archer this winter.

 

 

 

Brand Communication for beginners

Posted on by vanyajaiswal

Nine Timeless Nuggets is a knowledge accelerator for young marketers and an absorbing update for experienced ones. Arranged in three sections-‘How to Think of People’, ‘How to Craft Your Brand’ and ‘How to Go to Market’-the book casts new light on eternal marketing fundamentals and makes us rethink some basic questions.

In the book, Bharat Bambawale proposes new models for customer motivation, customer relationship and twenty-first-century brand building. Together, these models can provide a strong foundation to any brand’s marketing strategy. Here’s a short excerpt from the book on the importance of brand communication for businesses.

**

Many Indian brands focus communication on a single aspect, or at best on a few aspects related to a central concern: acquiring customers. A reason for this is that companies are split into departments. Marketing’s job is often only to bring customers through the door; meeting their needs might fall into the hands of operations, managing their complaints in the hands of customer service and so on. Each department will have a head and its own people, as well as its own objectives and performance measures, and thus silos are created. While everyone is working for the success of the brand and company, common measurements of customer satisfaction elude the team, and with it a comprehensive communication plan across the entire customer journey.

Any customer-brand relationship journey has four elements: discovery, companionship, exclusivity and belonging. During discovery, a customer is finding out about you, a brand she doesn’t know or knows only a little. She might be exploring a curiosity about a new category, one she hasn’t participated in before, through you. In companionship, a customer is spending time with your brand as she expands her research, but she is also spending time with other brands. She is making comparisons, asking for advice and looking at reviews by previous users. In exclusivity, she is making a choice in favour of your brand. This might seem like a moment of triumph for the brand, a completion of the acquisition, but in actual fact this is where the hard work begins. Because when a customer chooses your brand, she lays all her expectations from the category at your brand’s door. Your onboarding has to be great, as well as your subsequent actions. Most important, your brand must now meet pretty much all her expectations from the category, even those that might not be among the strengths of your brand. Finally there’s belonging, where the customer is so happy and fulfilled by your brand that she repeats her business with you or makes your brand a regular part of her customer journey.

front cover of Nine Timeless Nuggets
Nine Timeless Nuggets || Bharat Bambawale

 

Brand communication for each of these stages is different. What a brand must say and do during the discovery stage is very different from what it must say and do during the companionship, exclusivity or belonging stages. Discovery will take you into online search engine optimization and search engine marketing (SEO and SEM), along with perhaps a TV ad, a few pay-per-click ads and so on. Companionship will take you into comparison sites, influencer recommendations, customer reviews. Exclusivity will take you into emails, phone calls and complaint management. Belonging could take you into special offers and celebratory discounts.

If a brand takes a holistic view of the customer-brand relationship journey, great things will come to it. If it takes a siloed view, the number of not-so-happy customers is likely to be high.

**

Nine Timeless Nuggets provides a 2020 perspective on timeless marketing ideas.

 

Learn the nuances of managing human capital, the unicorn way

Posted on by vanyajaiswal

The journey of a business-from a small start-up to a large company ready for an initial public offering-is fraught with pitfalls and landmines. To scale a company, one needs to do more than just expand distribution and ramp up revenue. From Pony to Unicorn lucidly describes the X-to-10X journey that every start-up aspiring to become a unicorn has to go through. The book effortlessly narrates the fundamental principles behind scaling.

Peppered with anecdotes, insights and practical wisdom, the book is a treasure trove of lessons derived from the authors’ rich personal experiences in both building and guiding several start-ups that went on to attain the ‘unicorn’ status and became public-listed companies. Here’s an excerpt from the book on some key takeways about human capital.

**

Of all the enablers of scale, we believe the people side is by far the most critical and nuanced. Poor understanding of the human capital is the single biggest reason for most promising start-ups, we know, getting derailed and coming apart.

The table below captures our assessment of the typical founder competence in a domain vis-à-vis the criticality of the domain in the scaling journey. A deep understanding of ‘customer’ and ‘product’ perspectives are extremely critical for scale, but most founders understand these domains quite well. In fact, a start-up is almost always defined by the ‘product’ and ‘target customer’. Hence, most founders are well placed to navigate the challenges that crop up in these areas from time to time. In contrast, most founders do not have sufficient understanding of human capital issues. The simple reason for this is that most learning in this domain tends to be experiential. Therefore, given the criticality of human capital and the relative ineptitude of most founders in this domain, it often ends up as the ‘Achilles heel’.

front cover of From Pony to Unicorn
From Pony to Unicorn || Sanjeev Aggarwal, T.N. Hari

 

We have identified some of the most common human capital questions and challenges that start-ups face during the course of their journey of scale, and the choices in front of them.

 

Here are the key takeaways about human capital

  • Lateral hiring is inevitable. What normally breaks is the assimilation of lateral hires and their seamless collaboration with the home-grown rock stars. it is important to get this piece right. Conflict between these two groups has been the nemesis of many a good start-up.
  • Too few or too many lateral hires are bad. Getting the optimal mix and number is important.
  • It is key to hire the right candidates for leadership roles. timing is important, but more important is to spot the red flags in the hiring process.
  • Most start-ups begin by being very homogeneous in terms of thought process. founders and early-stage employees almost always have something strong in common that brings them together. This homogeneity is helpful in acting with speed in the early stages of growth, but need not necessarily be an asset at a later stage. It actually pays to build diversity into the teams as the start-up begins to scale.
  • At rapidly scaling start-ups, some people start capping out in terms of capabilities and are not able to keep pace with the growing demands. So, when symptoms of things beginning to break begin to show up, it is critical to step back a bit and figure out whether the team needs to be strengthened or whether the leader needs to be replaced.
  • Another important decision is whether generalists would work better or specialists would work better at different points of time for different functions.
  • Learning and development is the cornerstone of creating leadership capacity, but start-ups are always brimming with intense activity and people cannot easily be pulled out of jobs to undergo leadership development. Separating learning from work rarely works, and hence it is important to integrate learning into work.
  • Creating a culture of high performance, dealing with non-performers, coaching and designing the right feedback mechanisms are absolutely crucial for scaling.

There are standard frameworks that could be leveraged to strengthen these programmes.

**

The life and dilemmas of Ruby R.

Posted on by ashmita

Ruby finds herself in politics, a field where even the best of people like Saif Haq have the moral compass of a plastic bag. But this is a game where Ruby will not be defeated. Get a glimpse into Moni Mohsin’s delightful new read through this excerpt:

 

Ruby had intended to push her way through the crowd to congratulate Saif on his rousing speech. Though neither as sophisticated nor as socially connected as Kiran, Ruby was not lacking in confidence. She knew from experience that diffidence in a woman was seldom rewarded. But once near the lectern, she was overwhelmed by unaccustomed shyness. Hugging her folder to her chest, Ruby lingered at the edge of the cluster around Saif. A couple of girls, she saw with a stab of envy, had managed to push through the thicket of boys and were now at his side, their radiant faces turned up to him like sunflowers.

He beamed at them from his great height. His caramel- coloured eyes crinkled at the corners and long vertical grooves creased his cheeks. Their voices raised in excitement, the boys were all speaking at once. One was suggesting they repair to the college canteen; another was asking how Saif intended to win the next election; a particularly loud one was demanding a selfie with him; Jazz was insisting that they go to a restaurant, while the handler with whom Saif had arrived—a beefy, middle-aged man sporting an ill-fitting blazer and a comb-over—stood by impassively.

Saif raised his hands as if in surrender and said in a loud but amused voice, ‘All right, everyone. All right.’ They fell silent at once. ‘I had a prior appointment, but you know what?’ He grinned at his fans. ‘I’ll cancel it. How’s that?’ His announcement was greeted with whoops of joy. Looking over the bobbing heads surrounding him, Saif glanced briefly at his companion who nodded and turned away. Pulling out a cell phone from his jacket pocket, he went towards the exit. Saif turned back to his admirers and laughed.

‘Okay,’ he said, clapping his hands, ‘let’s go to your restaurant then. But it better be a desi place. I’m sick of bland white food.’

Front Cover Ruby R
The Impeccable Integrity of Ruby R||Moni Mohsin

An ecstatic Jazz, his face lit up by a gigantic grin, whipped out his cell phone and spoke rapid Punjabi into it. Then he announced: ‘It’s arranged. Choy Saab says there’s only one small table  of diners and they’re finishing. Restaurant is empty otherwise. He’ll hold it for us.’ Several students peeled away, citing essays and other commitments, and slouched reluctantly towards the exit. Kiran, brushing past Ruby without a word, followed them out. Ruby had to leave for her babysitting job. She would have to hurry if she wanted to be on time. But she was finding it hard to wrench herself away. It was as if Saif exerted some gravitational pull that forced her to stay in his orbit.

‘Ruby?’ Jazz called out. Their posse, now reduced to a core of about fifteen fans and Saif, was heading towards the exit. ‘You coming?’

‘Er, I’d love to, but I have to go somewhere,’ she said, edging away.

‘Can “somewhere” wait?’ asked Saif. He broke away from the crowd and approached her. ‘You’re a student here, right?’

‘Yes, master’s in business and media,’ she said primly, tightening her grip on her files. ‘But I did my undergrad in political science. From Punjab University, Pakistan,’ she added stupidly, colouring in embarrassment.

‘Wow! I would love to hear your views on our plans.’

Ruby patted her hair to ensure that her protuberant ears hadn’t burst through.

‘It’s just that I have this, er . . . commitment and I . . .’

‘Well, if it’s with someone significant then I mustn’t keep you.’ He smiled his crinkly smile at her.

‘Oh? Oh, no.’ Her hand flew to her mouth. ‘It’s not that. Not at all, no, no.’

‘So, then?’ He cocked a teasing eyebrow.

The group was getting restless behind them. Jazz cleared his throat noisily. Saif, his gaze squarely on Ruby, gave no indication that he had heard. Ruby fiddled with her folder. If she didn’t make it to her job tonight, she would be letting down Annie and Jack. She couldn’t really afford to forgo the payment and fall behind in her bills . . .

‘Okay, I’ll come,’ she said impulsively. ‘But I have to quickly send a text first.’

Ruby was not the impulsive sort. She was, in fact, quite the opposite—calm, cautious, deliberate. But much like the committed dieter who gives into temptation and has a slice of cake, and then follows it with a milkshake because the damage is already done, having broken her iron schedule once at Kiran’s behest, Ruby succumbed again. Knowing for certain that tomorrow would find her back at the library table in her usual place beside the window in the third aisle from the door, Ruby allowed herself this one indulgence. It was a once in a lifetime opportunity. In what world would Saif Haq ever invite Ruby Rauf to dinner again?

~

The Impeccable Integrity of Ruby R is exciting, and we can’t help but wonder how Ruby will fare in Saif’s ruthless world.

Can economics explain daily events in the lives of ordinary Indians?

Posted on by vanyajaiswal

Why are all the good mangoes exported from India? Why should we pay our house help more? Why do we hesitate to reach out for that last piece of cake in a gathering? Are more choices really better? Why do many of us offer a prayer but are reluctant to wear a seatbelt while driving? Are Indians hardwired to get grumpy at a peer’s success? What’s common between a box of cereal and your résumé?

Can economics answer all these questions and more? According to Dr Sudipta Sarangi, the answer is yes. In The Economics of Small Things, Sarangi using a range of everyday objects and common experiences like bringing about lasting societal change through Facebook to historically momentous episodes like the shutting down of telegram services in India offers crisp, easy-to-understand lessons in economics. Giving us more insight into his new book, Sudipta Sarangi tell us how economics can answer all our curious questions. Read on!

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The Economics of Small Things approaches economics, and in particular economic theory by identifying it in the little things around us, in the quotidian as well as the quirky aspects of everyday life. This book promises to be different – it sets itself apart right from the Introduction which begins with a timeline of events like a in Fredric Forsythe thriller. Instead these are daily events in the life of ordinary Indians – like having the morning cup of tea, and the office commute to what happens at lunch. Believe me there is economics in all of that!

 

Unlike other popular books on economics, The Economics of Small Things has a distinctly Indian flavor. Take Chapter 1 for instance – it explores the unholy trinity of asymmetric information: adverse selection, moral hazard and costly auditing but in the context of the Grameen Bank and joint liability lending. Then the book explains why the village Md Yunus, the village Sahukar and Munimji (aka Jeevan) all succeeded while the formal banking sector did not. The book delves into many other such Indian themes like chappal chori at temples, T20 and ODI, and what is the best strategy for shoe shopping. It has 25 chapters but covers the entire gamut from A to Z!

 

Generally, depending on your level of exposure, economics is either considered expansive and somewhat stodgy, or filled with indecipherable Greek letters and numbers. The Economics of Small Things provides a surprising departure from this – it is written in an easy style with a dash of humor that almost seems counterintuitive to economic theory. It will appeal not only to high school students and their teachers but also to corporate executives; actually anyone who is curious. The refreshing, lighthearted style makes it an easy read. The chapters are big on ideas, short in size – to be enjoyed just like a delicious petit four.

front cover of The Economics of Small Things
The Economics of Small Things || Sudipta Sarangi

 

The concluding Coda provides a set of six takeaways. For example, it says that cognitive costs matter – which is why people use heuristics. It is also one reason why we stereotype people. Another take away is that heterogeneity matters – a idea that is not strange to Indians given our wide diversity. But the point really is that since people like different prefer levels of comfort in their airplane or train seats, like different flavours of masala oats, or like a professor and her student have a different values for time, it gives firms an opportunity to sell different products at different prices, thereby making higher profits. Summing it all up The Economics of Small Things says “…economics matters, and it matters not only in the abstract, but it matters in the little things in our personal lives and for a great many of our social interactions.”

 

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The science of sugar that will transform your cooking

Posted on by vanyajaiswal

Masala Lab by Krish Ashok is a science nerd’s exploration of Indian cooking with the ultimate aim of making the reader a better cook and turning the kitchen into a joyful, creative playground for culinary experimentation. Just like memorizing an equation might have helped you pass an exam but not become a chemist, following a recipe without knowing its rationale can be a sub-optimal way of learning how to cook.

Here’s an excerpt from the book that divulges the science of sugar, a common ingredient in our kitchen but one that can magically transform any dish. Read on to take your cooking game to the next level with us!

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Science of Sugar

Sugar is among the most misunderstood things in the Indian culinary landscape. This is surprising because we produce, sell and add more sugar to our food than any other people on the planet. This is also despite the fact that the very idea of extracting sucrose from the sugarcane plant was originally Indian. The word ‘sugar’ and its equivalents in every language, from Persian to Arabic to European languages, follow the path that sugar itself took from its origins in what is today Bengal. It is derived from sharkara in Sanskrit. Fun fact: Even the word ‘jaggery’ comes from the Portuguese jagara that comes from the Malayalam sakkara, which again goes back to the Sanskrit sharkara.

Originally used to make bitter medicine palatable, sugar is, chemically speaking, a family of molecules that are water-soluble carbohydrates. Incidentally, not all sugars taste sweet. Sucrose is the one that is most familiar because it makes up the crystalline sugar we use every single day. Sucrose by itself is made up of two other sugars—glucose and fructose—that got together, shook hands, agreed to lose a water molecule and bonded together.

Glucose and fructose taste sweet individually too. The former is important because it is the single most important source of energy for all living things on the planet. All carbohydrates are ultimately broken down to glucose, the simplest possible sugar. This is why when your body is not functioning normally, and your digestive system is not able to take complex foods and turn them into glucose, hospitals stick a needle into your arm and pump glucose straight into your blood, bypassing the state-of-the-art organic factory that is your digestive tract. The other sugar, fructose, is largely found in fruits, which is why they taste sweet. Milk has lactose, which does not taste sweet and is a tricky sugar because most adult humans lose the ability to digest it (meaning, convert it into glucose). This is why adults mostly cannot consume large amounts of milk beyond the tiny amount in their coffees and teas, and the occasional kheer or payasam.

All starches, which are basically large complex molecules made up of simpler sugar molecules, are ultimately turned into glucose by the body. This is why when you chew on potatoes for long enough, the enzymes in your saliva will turn the starches into glucose, making it taste sweet.

So, that’s about as much useful sugar chemistry theory one needs to know before jumping into the kitchen. The most common sweeteners in the Indian kitchen, in order, are:

1. Plain, crystalline white (or brown) sugar: White sugar is near 100 per cent sucrose. Brown sugar is white sugar with some molasses added back (the syrupy stuff that is left behind when refining sugarcane into refined sugar). This is the sweetest-tasting sugar.

2. Jaggery (gur): Jaggery is the unrefined mix of molasses (which is mostly glucose and fructose) and sucrose. It tends to be about 50 per cent sucrose, while the rest is mostly glucose, fructose and moisture. It has a slightly less sweet taste than sucrose but more depth of flavour.

3. Honey: This is mostly fructose and glucose, and has a very complex depth of flavour compared to plain sugar, or even jaggery. But the complex flavours are heat-sensitive, so avoid adding honey earlier in the cooking process.

front cover of Krish Ashok
Masala Lab || Krish Ashok

 

Sugar needs to be at least 0.75 per cent by weight in your dish for it to register as sweet. But like salt, sugar can magically improve your dish even without being perceptibly sweet. In general, a pinch of sugar will improve any dish.

Here are some simple rules for sweetness as a taste:

1. Sweet mutes saltiness up to a point, and also mutes sourness and bitterness. You can use it to balance these flavours.

2. Sweetness adds depth to other flavours, such as spices. When you bite into a cardamom, you will smell it, but it will taste bitter. When you bite into cardamom with a pinch of sugar, the aroma and taste of cardamom will seem stronger.

 

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Exhaustively tested and researched, and with a curious and engaging approach to food, Krish Ashok puts together the one book the Indian kitchen definitely needs, proving along the way that your grandmother was right all along.

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