Idle Thoughts

In my previous post, I covered some of the pitfalls in ‘quantitative management’. In this post, I will cover some common errors in handling customer satisfaction. Most of the organizations today  have an established process of collecting and reporting customer satisfaction. But are the organizations effective in using this feedback? There is always a temptation to derive an ‘index’ out of the CSAT feedback that can be aggregated at different levels like project, account, BU and the whole organization. While it is very convenient to have this one uniform number to compare the performance, there is a danger of getting obsessed with this number. Let’s start from the beginning. The primary objective of seeking customer feedback is to improve the future delivery. But in CSAT index we have a neat number that distracts organizational attention to performance measurements of individuals and teams. Hence the focus moves away from the improvement actions at the level of project and

These are random thoughts on reading an article from Barkha Dutt on how Sasikala was judged in the context of what happened to Jayalalithaa. Here is the link to the article. https://t.co/kmqV8Qw3Nk In fact I have noticed that in recent times almost every act is judged in relation to another similar act in the past. It is ok for Congress to disrupt the parliament because BJP did that when they were in opposition. What happened in the case of Wendy Doniger’s book is acceptable because Congress government banned Satanic Verses. The judgement on Sasikala was too harsh because Jayalalithaa did not get the same treatment. It is quite silly to to be outraged on what happened to Tarek Fatah in the Urdu festival because you did not protest when someone poured ink on someone else. It is as if there is no way of judging the merit of the case in point without leaning on a precedent. It is not that this approach of comparison makes it any easier to conclude on the issue. There are always