I am sure Chakde India will soon inspire many management articles, much like Lagaan did. I found it very inspiring, specially at a time that I am going through some management and leadership challenges myself. So what where the leadership mantras of Chakde coaching?Well the clichéd one was there – have hairy audacious goals. Of course it is important to have goals that are really challenging. But I think what was different here was that the goal was a cause in itself. And more importantly, there is absolute belief in…

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My last visit to the hospital pharmacy provided me with a pleasant surprise. The pharmacy had got a credit card machine. This saved me a trip to another counter to get my card swiped. This small simple change gave me so much happiness. Finally they are listening to their customers, I thought, and making changes to improve the service. Small simple changes can make such a huge difference in perceptions.

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So why are processes so complicated? And even if they are, why does it have to take so long to get through them? When I travel abroad, I get a chance to stand in many queues, mostly airline counters but a few others too like supermarket, banks etc. Standing in queues is frustrating everywhere, even abroad. But there since everyone seems be disciplined enough to wait for their turn, I also stand and wait for my turn. The person at the counter usually provides full attention to the customer and…

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Hospitals are strange places. I am not completely sure how to deal with them. Are they sacred places where noble people cure ills or are they business houses where I am a customer and expect to be treated like one? Given the way most hospitals are run and the fact that many are listed on stock exchange, I tend towards wanting to be treated like a customer. Well, in either case what’s important is it that it should be easy and simple to run through their various “processes”. If I…

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