Long Time No Post! Tuesday, Nov 20 2007 

The last few days have been uber hectic for yours truly, which partially explains the lack of posts. First, there was the 37 or so hour train journey to Kharagpur from Bangalore….spent 5 days in the good old joint doing a couple of case studies and then watching Japanese Anime. Then another 2 day train journey back to Bangalore for a favourite cousins wedding….at the same time finding out that one of the case studies I was working on had been short listed at IIM Kozhikode. Then it was a mad scramble via sleeper bus (not recommended) to Kozhikode along with Saurabh Agarwal, my team-mate.

Another mad scramble after finding out that the second case was also to be presented following the drop out of one of the teams at the last minute. The good news was that we won one case study competition and placed a respectable second in the other.

I also have to thank the fine chaps at IIM Kozhikode for some spectacular hospitality and am still in awe at the beauty of their campus. Kgp is nice, but IIM Kozhikode has been done up practically like a resort, and you can make out that the same developers are behind the design of the Infosys Training campus at Mysore and the IIM K hostel.

Anyway, after another hectic few days, am finally able to catch my breath back at kgp. The last week and a bit has just passed in a blur, and now its time to get back to academics, postings, and of course….Japanese Anime! :)

I promise a couple of management topics soon. But am just posting this to brag about winning at IIM Kozhikode. It is always fun to test your mettle against the best of the competition, and its even more fun when you win!

Marketing Management — Service as a metric Thursday, Nov 8 2007 

The most abused word in management is probably leverage. But a close second would have to be metric. A metric is basically a fancy word of saying “measuring parameter”. And over the last two days, I learned practically how selecting a measuring parameter makes for a good customer experience…or a downright dreadful one.

First the bad. I visited the mess at my hostel to grab a cup of tea with a friend…who wanted to grab a bite to eat as well. Now, one of the choices for breakfast is bread…and my friend decided to go for that. But his attempt at fulfilment ended up in tragedy, with this random chap who suddenly roared out at us, “MESS CARD”. Now, we know about the existence of this rare and miraculous device, but it was usually considered completely useless for breakfast (who on earth other than a student would appear at this mess at the ungodly hour of 6:30 a.m?). Besides, the number of students who come for breakfast was rather meager, what with the sleep patterns at IIT Kharagpur (Sleep at 4:00 am…get up 5 minutes before class begins).

So we stared at this chap, who introduced himself as the “student checker” at the mess. In all seriousness, he told us that he was here to make sure that the students got good breakfast. And apparently you could only get a good breakfast if you carried a mess card which he then proceeded to put a nice little tick on. So we told him…well, this is a new rule, and we have left our mess cards in our rooms, but since he knew that we were students, how about moving over, and letting us eat some breakfast. But NO! He said, without a tick mark, I can’t give you breakfast!

Now that was crazy. The theory of the tick mark is to ensure that people don’t abuse the system. It is aimed at preventing people from wandering in for 3-5 breakfasts, and leaving none for the rest. But for breakfast, considering that only about 30% of the students actually bothered to turn up, the rule was never enforced. There was NO way they would EVER run out of bread…or even the optional extra of eggs.

But we could not really blame the poor “Student Checker”. He was handed a metric, which said: “tick mess card and provide breakfast= Customer Satisfaction”. To him, if he could not sign off on the mess card, he would not deliver customer satisfaction to the student. So he kept insisting that we go back down 2 flights of stairs, wander over to our hostel, grab a mess card and rinse and repeat the breakfast procedure! It finally had to end with my friend just grabbing the bread and telling the guy off in no uncertain terms about what he could do with the mess card that he was supposed to autograph.

Now for the good part. A couple of days ago, we went to the mess for dinner. Unfortunately we arrived VERY late, and there was no curd to go with our Parathas. There were other side dishes too, so we chose them, and wandered off to eat. Now, one of the mess workers noticed that we did not have any curd with us, so went downstairs to the refrigerator (or another mess), hunted out some curd and then proceeded to give us that. And he did this without even being asked or prompted in any way. He noticed that his customers (us lowly students) were missing something, and he went out of his way to provide it. And his remark to us when we thanked him was revealing. He pointed out that only if we went away happy from the mess, his job could be said to be done! NOW THIS IS AN AMAZING METRIC!

And that is a lesson that I will carry with me. Processes and procedures are the means to the end. To confuse them with the end is one of the fastest way to lose customers. At the end of the day, the mess was a service provider. And with the amazing service that the mess chap offered me, he ensured that that most rare of events occurred…Customer Delight.

Moral of this…Student Checkers when given any authority turn into mighty paper pushers. And getting things right is about pleasing your customer rather than following a check list!

Back in Kharagpur Tuesday, Nov 6 2007 

I finally got back to the good old institute yesterday. Most of the time was spent gathering the detritus of 6 months of unused room and hauling it out!

But today I finally got some routine back into my life, and am going back to my daily regimen. Kharagpur is still a lot like how I left it, though the hostel itself seems a bit less fun! The hostel itself is still great, but I just realized the changes that  making it a boys hostel have caused. Call me sexist, but I do notice that the guys do a lot more room clean ups if the girls are around (well..my room has been an honourable exception). A dozen little things…but you sort of know that you are now in a boys hostel. And I can’t entirely say  that I like it.

Ah well…Enough of that though. The rest of the last two days has been spent catching up with one and all. From fellow students and asking “How was your internship?” to the local mess cleaners who seem to have magically improved the quality of the mess in the last few months! I also got a sob story from my local Night Canteen proprieter (I was his biggest source of Cash flow once) about how the students have simply abandoned him. This will bring me to a management post later, but I will not inflict that now!

Have also got a new SIM, with all the paperwork it entails. I officially dislike the Government and the Cell guidelines on the regulation of Mobile phone connections. I appreciate that they may be necessary. But I still don’t have to like proving my local address every time I want to change my Cellphone provider!  (Provision for management post here too)

One thing that HAS disappointed me is the size of the campus network. With burgeoning Hard disk sizes  I would have thought we would hit the 30 Tb mark easily. However, the campus network is still almost the same size…which surprised me.

Also have finally got back my running schedule. Though considering my physical shape, its more of a daily stagger than a daily run. I realised its much more fun to run on a non-crowded road surrounded by trees at 3:00 am than to do the same activity in a crowded Chennai street, where you have to dodge scooty’s and random walking mami’s.

So there you have it! An update of my activities! (Oh the joy!)

Fed Cuts Rates — Much ado about nothing? Thursday, Nov 1 2007 

The US Federal Reserve has cut interest rates. And of course, I wanted to pontificate on this. But before that, lets answer a question that no one seems to have asked. Exactly what interest rates did the Federal Reserve cut anyway?

Federal Funds Rate –Overnight Targets?

The Federal Funds rate is the one over which all the hoopla is raised. Stripped off its jargon, it is the overnight interbank lending rate. As always, an example to explain.

Banks borrow and lend money everyday. In order to give money to withdrawing depositors, or to loan takers, they have to keep some cash which we will call daily cash requirement. The daily cash requirement is estimated by the bank at the beginning of each day. But at the end of the day, some banks have more money, and some banks have less money than they budgeted for. The banks that have more money can lend the money to the banks that don’t have enough overnight. Of course, banks charge interest. And it is this overnight interest rate that the federal reserve can control.

The overnight interest rate can be thought of as a penalty for banks that lend (give away) more money than they budgeted for. By lowering the penalty that the banks have to pay, Ben Bernanke and the Federal Reserve hopes to increase the lending amounts of banks, which leads to more money in the market.

Its November and all is not well!

The Markets (which is a nice way of saying Stockbrokers)  expected the Federal Reserve to lower interest rates following rumours that the Sub-prime imbroglio had yet to run its course. The Fed did not disappoint in this. But what is interesting is reading the fine print in the text of their report.

The Fed says that they are rather worried about inflation, and don’t really have any plans of any further interest rate drops. With commodity and oil prices at all time highs, they believe that people are rapidly going to be faced with increasing costs on everything, from food to steel.

Why must the US Economy Grow?

Most economists expect that the United States Economy will not grow at all in this quarter, while the pessimistic types even expect a small contraction in the economy.  But a question that can be asked is, “Why should the economy grow. After all, sometimes you have to be satisfied with what you have!” The answer to this is simple. If the United States population was constant, then there would be no real pain if there was no growth. It would be status quo, with the resources of the country being split equally amongst its people. However, with immigration, new births and everything else, the number of people in the United States of America is increasing. If the economy does not grow, a constant amount of resources will now have to be distributed across a larger number of people. This will make everyone (on average) a bit poorer. And this is NOT acceptable.

The problem of course is that this growth should be in real value. Its actually rather easy for the Fed to print more notes and make everyone richer. But the problem is that more money would be chasing after less resources. So the hard reality is that the Federal Reserve must increase production of goods(by encouraging investment) or must make it cheaper to import things (reduce import duties, Free trade and all that stuff).

Interest rates are one way to increase investment. And unfortunately for the Fed, its the only tool in its armoury at the moment. By lowering interest rates, they are hoping that people will be more inclined to invest in production/trade, thereby kickstarting the economic engine again.

But is it really needed?

That is a question where the answers are not quite so clear. The belief amongst most people is that the sub prime crises is a real dampener for the economy. However, I see that the whole housing market is only about 5% of US GDP. So is this 5% really going to drag down the remaining 95% down that badly?

The most popular answer is…YES. Like self fulfilling prophecies, the more people hear they are in trouble, the less willing they will be to spend and invest, which would drag down the whole economy. This is what the Fed is afraid of.  And most people (laymen and economists) think that this is the reason why the Fed is lowering rates. Its to increase confidence.

A more scary reason!

But there could be another reason for the Fed to lower interest rates. And this is a much less comforting one. It has everything to do with capital movement across borders and the US Dollar.

Up to now, the United States has been running a whacking big trade deficit. This trade deficit is basically imports from other countries. They include oil, Software services from India and Chinese Toys. Ideally, imports should manage exports. So, in theory the Coca Cola that the US sells should make up for the Chinese toys. But this has not been happening. And it has not been happening for a VERY long time now.

The reality of the trade deficit

Its quite simple. Because it is importing more Chinese toys than its exports of Coca Cola, the US is giving away dollars to China (and the rest of the world). China (and the rest of the world) keeps these dollars in a special fund called a currency reserve. But if the US keeps doing this, the amount of dollars in the Currency reserves of countries will become so large that they might start asking uncomfortable questions like “What in Heck can we do with all these dollars that no one really wants to have? I would much rather have Chinese Yuan and Indian Rupees than dollars that the US is not going to take back”

What does the Fed lowering interest rates have to do with this? A lowering of interest rates actually increases the capital flow out of the US. More dollars flying away to be put in Indian and Chinese stock markets. But such huge flows of capital would put the currencies of these countries under immense pressure. A case in point is India, which has seen its currency rise over 10% in the last year. IF the Chinese Yuan were to appreciate similarly, in the long term, this would make Chinese exports to US less competitive, and will (hopefully) lower the trade imbalance between the two countries.  At the same time, cheaper local interest rates in USA would mean that companies would be tempted to invest in business rather than merely hoard their money in savings deposits. So the domestic economy would be more inclined to grow, thereby making the USA a more resilient economy.

But….all this is contingent on the US citizen investing money rather than buying more Chinese toys. If he goes out to buy more Chinese toys with the money the banks are lending him, the capital flight out of the USA will only increase. And while the world economy would continue to grow, it will be interesting to see at what point the countries holding US dollars would start thinking of dumping them. And that would be an uncomfortable time for one and all

Gaelic Storm — Classic Pub Music Thursday, Nov 1 2007 

I was listening to some Gaelic storm over the last couple of days. They are an Irish based Californian band (I think) that play pub music.

If its classical melodies that tug at your hearstrings that you want, I would suggest you go elsewhere, but if its hilarious acoustic pub music you are looking for, well your search ends here!