what ails our service sector
TRANSCRIPT
What Ails IndianService Sector
Hello! I am Abhinav Sabharwal You can find me at [email protected]
57% of our GDP comes from Services.
⊙India is a predominantly a “services” rather than a “goods” economy,so, why do we see so much poor execution of services all around us, everyday? This is across Industries - Examples and problems unique to India never seen anywhere else:
SOME EXAMPLES OF
POOR SERVICE
Inablity of a person behind the counter to finish dealing with one customer properly before trying to service or talk to another customer
Barista behind the counter who can not make a perfect cup of coffee even at high-street branded cafes charging Rs 150/- for a cup
Sir “change nahin hai” - This is so common from shops to supermarkets. Why?
Ola and Uber cab driver who does not
know how to read GPS in order to reach your location;
why do we see so much poor execution of services all around us, everyday? This is across Industries - Examples and problems unique to India never seen anywhere else:
4 essential components
of Service,, and.
People
Process
Problem-solving
Philosophy
So Lets See What ail our
Service Sector
No
Benchmarking Of “Good” Standards”
•The staff doing the work does not know and is never shown/told what a “good” standard and “excellent” finished
work looks like.
•Does your cleaner at office know that after he cleans the office toilet, where to store that bucket and mop? If not,
the standards are not clear
Poor Skills •Most workers in today’s India - have poor skills in the job they are asked to do.
•The Job description does not cite the 3 skills that the person MUST have to perform the job at a “good” standard.
•There is no check or exam whether the person meets the skill requirement on those 3 critical skills. Our education
system is hopeless in preparing our kids for jobs.
Poor
Preparation And Lack Of
Tools •Indian bosses do not stress on planning Therefore, you see the non-sensical frenzy of ad-hoc action around
offices with people running around like headless chickens
•Meetings with clients are done without preparing. Even internal meetings are poorly managed.
•Keeping all the required tools in front of you (physical and virtual tools). & Estimate the time taken and do it slowly
in not emphasized
No Checklist Or Feedback On “Finish”
Line A confirmation from end-user whether work was done to her satisfaction, a checklist to tick upon finishing a
day’s work, making follow-up notes for next time - these are things never practiced or taught
Wrong Notion
Of Service •In India, Service is often thought of as “servility”. Bending to customers, being sugary sweet.
•Bowing and scraping in front of the customer is not “good service” or “client-centric”.
•Talk to the customer as an equal not as an inferior person.
• Deliver to customer what is promised
Attention To
Detail & Notion of Time
•Our market growth hides the fact that we are very inefficient in execution and a culture of world-class
execution has not yet developed in our minds.
•Our perception of time and the value we place on it. Looking at how things get done in India, we have zero
respect for time.
•Also we place a huge premium on multi-tasking than focused attention.
