So it had to be

...and if it had to break then it must,
For it was not never meant to be whole.
The scattered pieces will infuse the sweetness,
That the selfish hold wanted to keep for its own.

So there it lies, shattered in the dirt;
Let the wind take the crumbs away.

I am paralysed only to watch-
scared to touch,
scarred to hold.
Marred to move,
maimed to speak.
Tuned to defeat;
this was to be.

The Attitude Called Indian Democracy

Democracy has me stumped. I have been trying to figure out what it means for years together now. My inability to do so had me read history, read dictionaries and even put out a poll to my friends with four options hoping that a consensus would lead me to my destination. Nothing helped and I kept thinking and searching till I realized that this seeming endless search was my answer. Democracy is the flexibility of adapting to the times in order to stay the course. It permits that we change gears, alter the pace and even change tracks. All it expects is that we stay the course.

In India we say we celebrate democracy and yet the country is in a flux. Is it because we are not flexible any longer or have we lost our course? I think it is a mix of both.

The politicos and the law makers are an elitist club that has grown accustomed to a comfort zone. With the experience of the most highly placed leaders comes a particular way of doing things. The age separates them from the desires of world’s youngest democratic population. Flexibility is restricted and vision blurred. With the privileges and the inheritance bestowed upon the younger political honchos there is a chasm between their ideas and reality. The course is thus awry but flexibility plentiful to reach the top. Every new idea that can help us as a nation needs to be shaped and implemented by this collective group that evidently is disconnected with majority of the population.

Those who can make a difference are the urban, educated and aware youth. But we seem to be weary already. Not many of us are flexible to join the services (IAS, IFS, IPS etc.) that connect with the common man and shape policy. We are fixated with the private sector, and rightly so, as we want to improve our standard of living. Consequently the services are being staffed with a majority that is there not by choice but by inevitability. We are hesitant in voting and do not believe in the slow process of weeding out the unwanted with our vote. We cry for our rights and demand that we be looked after and yet every day we forget that we have an obligation of honesty, opinion and productive expression to democracy. Thus the onus to shape the nation is on shoulders who are shirking the very responsibility of altering the future of this nation.

In the last few months the Anna Hazare campaign has taken the nation by a storm. He is being credited to the point of paralyzing government policy indecision. People’s emotions, their support and their expression and extrapolation are all first time events for India of this century. I do not support Anna Hazare but I endorse his spirit and salute him for demonstrating to the people of India that one man can indeed make a difference. He has rallied the rural, urban, young, old, rich and poor Indians across religions to gather together and voice their frustration. If he can do it, if Arvind Kejriwal could get us a new law,the why can the honest, educated, well meaning, hard working youth not? People coming together in support of Anna Hazare are from myriad backgrounds but with one desire, to see honest and transparent dealing in all actions of those who are sitting as our representative. All the young working professionals have too many daily triumphs and battles in common which bring us to a common base camp. All that we need to do from here is work hard and together to be able to summit the peak of change.

Every successful summit requires courage, perseverance, guidance and a little bit of luck. We are amongst the world’s youngest countries with the world paying attention to every economic political move that we make. We have an incredibly rich history replete with heroes and role models to provide for inspiration. If we find it within ourselves to learn from our ancestors and positively maneuver the world to focus on us, lady luck will be unable to run away from us. Founders of independent India have left us the incredible legacy of a constitution. A framework that upholds equality, freedom and justice for all; and provides us the guidance that we need to help govern a nation so diverse. Only if we took time to read through it would we know that new laws and agencies are not required. We only need to strengthen the constitution, tweak parts of the Indian penal code, assume responsibility to make the representatives more accountable and to start our climb. Once we find that courage to start and work diligently with perseverance, we will easily summit the change we so eagerly await.

This is a time for India to change. This is a time for Indians to change. This is a time to change our mindset and take responsibility for all actions. We are at the end of the day a 45 year old country. For how long can we keep blaming the 60 pluses in parliament for our woes? Surely if we are smart enough to create an Infosys, win the Grammy and the Oscars, go buy and run Western iconic companies and once in a while even win a cricket World Cup; surely we are able enough to learn the ropes and steer our own nation successfully in the direction of prosperity, peace and harmony. This is the time for the youth of India to awaken and realize that their time to create history has come. We need to show our might in hard work and affirmative action. We need to engage in and explore polity, debate and discuss policy, vote for and veto in twenty first century Indian democracy. We are a great nation and the time has come to prove it. If we cannot change our destiny no one else will.

THEORY OF TRUST AND A POSSIBLE IMPLICATION ON PREVALENCE OF CORRUPTION

Being corrupt implies destroying integrity by being dishonest and tainting the object in question. The object is generally a relationship between an institution (or an officer of an institution) and an individual (a customer or stakeholder of that institution) in most cases. However, corruption also extends to individual relationships and that is in the simple form of trust. Trust is the corner stone of all relationships in my view; be it a parent-child or sibling relationship, friendship, boss-subordinate or peer-peer liaising, a doctor-patient association, state-civilian relationship etc. The presence of trust provides confidence that the individuals/institutions related in the equation will conduct themselves in an expected fashion. When that expected behavioral pattern is altered, uncertainty increases and doubts creep in causing friction in an otherwise agreeable equation.

In my experience and discussions, such encounters of broken trust are becoming increasingly common and frequent across social set-ups. These instances are of also of varieties and intensities. I am told there once was an individual who feigned illness with one friend to be able to go out partying with another set of friends. All was well until the time the friend who was lied to spotted her friend all hale and hearty making merry. No big deal really, but this definitely corroded an otherwise solid friendship especially since the trust was broken for a trivial reason. There are innumerable stories of bosses filling in their own bonus kitties and not fulfilling promises made to subordinates or alternatively unwarranted promotions being granted out of partiality. At the end of the year not only does it lead to heartburn but increases churn rates of employees in an organization impacting the team morale and general foundation of the entity in question. Negligent and unconcerned doctors cause grave damage to lives and the medical profession alike. Spousal mistrust leading to violence and abuse is only on the increase if media is to be believed. The state and the representatives of the state not delivering on their promises is now sadly an accepted part of life in India.

Why the breakdown of trust at individual levels leads to societal and professional discord is quite interestingly illustrated by Roy J. Lewicki’s framework[1] of trust and distrust.

HIGH TRUST characterized by: Hope, Faith, onfidence, Assurance, Initiative	· High-value congruence · Interdependence promoted · Opportunities pursued · New initiatives	· Trust but verify · Relationships highly segmented & bounded ·Opportunities pursued & risks/vulnerabilities continually monitored
LOW TRUST characterized by: No Hope, No Faith, No Confidence, Passivity, Hesitance	· Casual acquaintances · Limited interdependence · Bounded, arms length transactions · Professional courtesy	·Undesirable eventualities expected & feared · Harmful motives assumed · Interdependence managed · Pre-emption, Best offense is good defense · Paranoia
	LOW DISTRUST characterized by: No fear, No Vigilance, Absence of Skepticism, Absence of Cynicism, Low Monitoring	HIGH DISTRUST characterized by: Fear, Vigilance, Skepticism, Cynicism, Wariness, Watchfulness

If we were to assume a starting point, it may be fair enough to say that most relationships start in the quadrant of Low Trust – Low Distrust(1). There is little expectation from the involved parties of one another. However, a society largely prevailing in this mode is prone to be inefficient given the limited interdependence.

From this quadrant, the relationship in the best case scenario moves to the quadrant with High Trust – Low Distrust (2). Entities and societies in this mode are more likely to be very proficient, cohesive and with a higher quotient of well being as they are most prone to resolving conflicts arising due to trust issues[2]. With a high trust factor and a low distrust factor there is a higher likelihood of people not wanting to destroy integrity. Once that integrity is broken the relationship moves into a place which has the presence of High Distrust. It will be unfair to assume that with one instance of broken trust the relationship cascades into the least desirable quadrant of Low Trust – High Distrust (4).

Taking the case of the friend sighted above and that of professional environments, it is likely that from quadrant 2, the relationship first transgresses to High Trust – High Distrust quadrant (3). If repeated interactions lead to situations where the expected behavioral patterns are altered and/or dishonesty pursues, then the relationship is doomed for quadrant 4. In this environment interactions are fairly guarded, conversations monitored, information exchange not optimal and there are significant inefficiencies in the system.

If I take the context of the urban Indian environment today we are in the High Distrust quadrants. With the state, the relationship of the civilians is in the least desirable quadrant 4. In the case of urban middle class amongst themselves, in my view we are in quadrant 3. There are too many expectations that are laid on people in personal contexts and when these are not met with, the situation is of quadrant 4. This partly explains, in my view, the rising spousal violence, killings of employers (unorganized sector) etc. In the true professional environment money is becoming a key motivating factor and that in the environment of recession if monetary payments are not met there is severe corrosion of trust. Thus at work we are shuttling between quadrants 3 and 4. There are fewer people who trust in the “goodness” of another individual or institution.

Thus, in my view, whether we eradicate corruption or not is dependent on whether we can restore trust and eradicate distrust. If we can at least lower the prevalence of distrust, we will be able to move towards creating an environment where dishonesty is lower. Lower dishonesty will promote trust. There is a chance then that we may be able to create an environment of existence are quadrants 2 and 3. Whether, the Jan Lokpal bill, can achieve this aim, I remain skeptical! Not because of lack of trust or dominance of distrust, but because I do not believe centralization of an issue is an efficient means of arriving at a resolution.

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[1] Ref: A Cognitive Theory of Trust, Hill & O’Hara

[2] Lewicki et al., A Cognitive Theory of Trust, Hill & O’Hara

Cities of the World

What would I not give to be able to draw caricatures of my selection of top world cities at this moment! Probably even if I gave everything it would be worthless as I cannot sketch to save my life! So I guess I have to make do with words, which at least at times, do walk my talk.

Before my expressions start painting the picture, let me set the reference points. In my depictions a man represents money and power while a woman denotes grace, elegance and warmth. Did I hear sexist? Not at all! Just paying homage to the majority traits of the two genders.

Let’s start at the very beginning, the very place that the seed of this idea was sowed; London – my city of bridges. The very wonderful and charming city that embraced me eight years ago when I walked in a nobody is now old and widowed. The aristocratic lady has a very demanding family. Her aura, character and personality remain; however, the depth of the wallet is waning. How she forms her will is being fought over, and this old gentle creature now needs care. Boris Johnson is definitely not the right grandson for the part but for the moment there is no choice. Let us hope that her youth returns and she is vibrant once more.

It is with sympathy that the young man and woman (a married couple), i.e. New York, look at this old lady. Together they not only have what London lacks in power and wealth but also the youth lends energy. Yes they will need more grey hair to get the character and aura that London has; but well why fret about tomorrow when today can be cherished! However, personally, I think I prefer the grandmotherly touch across the Atlantic than the frenzied life of the couple.

On the other side of the world from New York yet another fascinating story is unfolding. That of a middle aged man with maybe a dark side to him. Popularly the world calls him Hong Kong. He is a descendant of the widowed aristocrat, can be smooth and suave; but craving the life of the married couple, he is always in a hurry and lives on the edge. Yes he is interesting and remarkable but do not be deceived, be on a guard as he may take you by surprise anytime!

Taking this living on the edge to another level is the brash young man called Bombay. He believes that he has the world hooked to his talent and would like to rule the globe. His impatience and newly acquired additional disposable income is making life unruly. Sanity to his life comes from the calmness of his mother, a cousin of the old widowed aristocrat. The maturity of the mother and her affection holds back the young lad from shattering in times of adversities, helps him pick up and move on. A mentor is hard to come his way so his only hope to becoming stable is developing patience and employing rationality in conduct on his own.

Rationality comes very naturally to Bombay’s neighbors – the nouveau riche young couple with a very proper set up; Singapore. What can one say about them? Everything in their house is functional. There are no breakdowns and no eventful moments. Life runs with a soft rhythm that does not change its pace. Frankly, after a while it feels too suffocating. Maybe they need to borrow some of the vicarious ways of Hong Kong and Bombay?

Talking of vicarious, there is no one else with a more sensational life than the young European romantic lady with a line of suitors on the shores of the Seine. Paris is breathtaking, charming and her cultured panache entices most hearts that set sight on her. She can win all five senses in all seasons and is truly a diva.

The only chic male in Europe, matching this diva’s personality, is the relatively young King of Bavaria -Munich. Sadly, he lacks her perennial vivaciousness and can be a little too sophisticated to keep her interested. That in part is because somewhere the memory of his departed beloved wife lingers on. But when he decides to pursue, he can beat the Pied Piper of Hamlin. Once you know him, you grow to love him. He is still the strong, stable and trusting man standing tall.

An odd combination of sorts of Paris and Munich is far down in the southern hemisphere where a distant cousin of Paris lives. She has beauty but not all the sophistication. This young lady’s good looks have overawed a million suitors but her mild aggression and attitude has simultaneously tamed their interest. Not that she needs to worry, because she has her own young native South African fiancé. He may not be the all powerful but he is as handsome as her and has a way of living his own life. Together they bring a unique splendor to the world and Cape Town is the perfect definition of a happy couple. The uniqueness of their relationship is difficult to replicate in this world; and I can safely say that it is for this reason that Cape Town is my favorite city.

There are many more cities to cover – Vienna, Delhi, DC etc. but the mere mention of my favorite has me mesmerized. The memories are too sweet to let go of and it seems like it is time to become nostalgic and reminisce my days in Cape Town. So I guess I will sign off here and maybe capture the other caricatures in another edition another time.

We Don't Need No Legislation

I was in London the last week and hence missed the hoopla in the country with Anna Hazare’s fast unto death. I was back in the country for a few hours on Saturday and all I could read and hear was how this one man had given the country some hope of seeing lower dishonesty. I was not convinced; not with Anna Hazare’s spirit but with the suggested course of action, the bill itself. Call me a skeptic, call me a cynic; I just do not believe that another law in this country will actually help reduce corruption. The only thing it will do is generate employment – first for those who help the committee research the draft and then for those who become a part of the Lokpal. In fact if the Lokpal is set up it will bejust another way of exploitation and influencing.

These thoughts were loitering in the corners of my brain cells on Saturday night as I queued outside the airport waiting to get in for my next international flight. Suddenly the lingering thoughts burst to the forefront. There were two youngsters praising Anna and cursing the politicians. It was not their chatter that got my sleepy thoughts to wake up and skip around. It was their actions. As they spoke of the rampant treachery in the nation, they were trying to jump the queue. I was amused with the hypocrisy. I encountered the duo yet again at the security check, scurrying around to see how they could move ahead of turn once more.

This attitude and insincerity is what makes me a believer that legislation will not be effective in reducing or ridding the country of corruption. The interest around Anna Hazare’s fast probably benefited the media the most and the telecom company as some attention has been diverted away, finally! The rest of us will talk of this for a while and then move on to being who we are – finding the quickest route possible to achieve our goals.

Aboard my flight I was fighting my time zone clash and decided to watch a movie. I stumbled across a Naomi Watts film, Fair Game. The film is based on the autobiography of an ex-CIA covert agent, Valerie Palmer, who at the time of the US attacking Iraq was almost about to prove that there were no WMD in Iraq. As the invasion started, her husband, an ex-ambassador to Niger started questioning the government’s motives. In order to divert attention away from the tough questions that were posed, the White House made the couple a pawn. Valerie’s cover was blown, her credibility and track record trashed and her husband was made to look like an anti-American. The world knows today that there were no WMD in Iraq but there is a lot of Oil. If the White House could stoop to abysmal levels only to safeguard the President’s ratings and cover up the lies; I am sure that less powerful people, hungrier for power could stoop to lower levels. With resources and might on their side, a legislation will only be a small hurdle. Yes, I was all along thinking of the Lokpal bill.

Corruption is prevalent world over. The difference in India is that we see it blatantly in our faces every single day. That does not mean that we condone it or do not work to rid society of this ill. However, legislation can never work in the absence of willingness. Valerie Palmer and her husband decided to take the challenge head on and speak the truth. They did not succumb to the might of the White House. Anna Hazare did not worry about himself or how would his actions be received by the government. He believed that it was his duty to bring attention to the rampant corruption in the country and the need to address it and so he fearlessly forged ahead with his mission. It is fortitude that got the system to pause and pay attention. It was his sincerity and courage that got the nation to support him, however, the spirit that he would probably like to see (in my view) is probably absent; my point in case being the duo at the airport.

Legislation can work when there is a need to enforce a right, for e.g. the right to vote or the right to religion. Legislation cannot replace ethics, moral conduct or righteousness. So there can be a legislation that provides citizens with the right to query processes and get information, however, then it is up to law and lawmakers to enforce justice. Giving powers to a centralized committee to enforce “justice” in case of corruption related issues only provides an opportunity for the influential to exert pressure on one body rather than fight their ills through the system. We need to acknowledge that in any form or shape, the center of power and influence will remain the same. To bring change we need to change that core. To strengthen and alter that foundation we as citizens need to speak fearlessly and acknowledge our duties. Our primary obligation and most powerful right is the right to vote. If we execute this duty sincerely and sensibly, in time we will be able to rid the system of the leeches it has come to harbor. Our right to free speech and expression is what we need to capitalize on and not rest till the guilty are brought to justice. Numerous examples exist where with the help of truth and media, the aggrieved have secured justice. Yes there is a cost attached to all this. The cost of giving up some of our own comforts, of acknowledging that the blame game needs to start with self and of respecting that the rights that are ours are equally those of the other billion citizens of the country.

It has become fashionable to blame the government for every difficulty that we face. It has equally become a fashion to heap praises on someone who speaks against the system (rightly or wrongly). Grumbling and washing our dirty linen in public has become second nature to us Indians. We need to stop that, pause, reflect and then take a steadier course where we are in not a hurry to reach our final destination. In pace will come sensibility and responsibility. In stride will come the innate ability to render obligations, shoulder responsibilities and apportion credits. It is our country and it is up to us to shape its future. We can either speed into chaos or walk into prosperity. The choice is ours. No legislation can give it or take it from us.

Should there really be a dispute on the Ayodhya Land?

Tomorrow is the big day. The verdict on who the disputed land in Ayodhya belong to will be given by the Allahabad High Court on 24th September 2010. Who can claim that it is their God who should be granted residence on that spot? Which set of believers will have the opportunity to pray on that holy spot? These are questions that are riling up Indians and creating anxiety amongst citizens. Corporates have issued travel warnings. Tension is in the air in cities that saw riots due to the Babri Masjijd issue almost 18 years ago. And I am wondering on the necessity of all of this.

I have been brought up to believe that there is one God. I mean seriously. Think about it. If a corporation cannot function with a co-head structure, if teams need only one leader to guide them towards efficient productive working style and if countries can only take one prime minister or president; is it possible that the world can run as smoothly as it is with more than one God directing the play on planet earth? Impossible that there are more than one God. At least my little brain believes and lives by this theory.

So taking my theory forward, if there is one God; does it really matter whether there is a Ram temple or a Babri Masjid that is constructed on that holy spot! No one is advocating the creation of a casino or a bar or anything that would be considered disrespectful to God. And there is no barring Muslims praying in temples or Hindus praying in a mosque. So I can pray to God at the holy spot irrespective of what place of worship it is.

Should it really matter in what shape is God represented there? Should it matter how the place of worship is addressed? I am a daughter to my parents, a sister to my siblings, a friend to my friends and a colleague to my co-workers. I live many relationships and carry out my duties and responsibilities according to each relationship. It does not change the essence of who I am. And I am but a mere mortal with many a flaw. So if I am recognized as my own person by people, despite the varied relations I share; why can we not accept God as one. He is at the end of the day the Supreme being. The one who is all compassionate and loving. Why do we need to fight over His identity! Do we have our own identities taken care of to fight over how He is represented!

Be it Hinduism or be it Islam or any other religion; love is supposed to be the biggest prayer that human beings can offer to God. Will we really be doing our duty and rendering fair prayers on a spot that is created after spilling blood and spreading hatred? In my view, it will defeat the very essence of God and religion. Why can we not channel our energies for better purposes remains a mystery to me. One that I try to slow unravel everyday; second by second and step after step. I am but a small speck in the world and a cog in the wheel. However, if I make any sense to even one of you, my humble request is that let the cogs work together to run the wheel rather than go in our own directions and tear it apart.

Are You Being Served or Is It Being Dished Out?

Ever since I have moved back to India, people (friends, colleagues – old and new, family etc.) have been asking me just one question; am I happy with my decision. My instantaneous reaction is – but of course! How can home coming not be a happy and satisfying event? But when the thought lingers on, I can feel my disappointment and sadness. Neither of these emotions is driven by a sense of loss of my life in London. Rather it is driven by the sheer increase of chaos, dishonesty and the prevalent lack of customer orientation in this economy that claims to be a services sector player. In an attempt to improve the short term earning, most individuals and professional setups fail to see the long term benefits of servicing clients and post sales services. This is a phenomenon that I have seen in daily life and these observations are the reason for my post.

Mumbai is the financial capital of the country and public transport its life line. Taxis are an important part of this public transport system. On my return from London, I was nostalgic and hence insisted on using the city’s very own traditional black and yellow cabs that can be hailed on the roads. I refrained from using radio taxis which have better vehicles, safer drivers and air conditioning. My attempt of contributing to the earnings of the hardworking black and yellow cab drivers soon started to become hesitant. The fares quoted were more often than not inflated, the drivers most often refused to go short distances and in fact at the domestic airport they ran a cartel in nexus with the cops there overcharging passengers by even 25% at times. On one occasion I decided to do the right thing by a law abiding citizen and filed a complaint at the airport police booth. That was probably one of the scariest times of my life. In a dark and dingy mobile van sat a cop sipping from a glass just close to midnight. As I entered, ushered by the marshal of the taxi rank, he kept his glass away and asked the marshal to leave. The door closed but the light never came on. I wondered if my decision had been prudent. Nonetheless I pretended to be fearless and filed my complaint. It was noted in a register, my signature duly taken. I was promised that this trip home the cabbie would dare not overcharge. Then suddenly the lights came on, I heaved a sigh of relief and walked out. The marshal escorted me to a taxi and told me that I would pay by the meter. I felt maybe I should have complained earlier and that there was fairness in the system. But I had thought too soon. On reaching home, the driver indeed quoted from the meter but asked for INR 350 for a journey that usually costs INR 230 or INR 280 even in the more expensive radio taxis. It dawned on me; the meter was rigged as were the marshal and the cop! Since then I have sworn off the traditional cabs at least from the airport. I am not the only one. The instances of people turning to radio taxis are increasing. The traditional taxi service of Mumbai, in a few years, is likely to fade in importance, impacting the earnings of all concerned.

Well the radio taxis that I mention are no better in their service. The green Meru cabs are the most populace, yet the most unreliable. Their drivers come late, the call center operators allot cabs for longer distances and many drivers give their numbers to clients not sticking to the call center deployed pick ups. Filing any number of complaints is of no use. With the advent of more radio taxi companies, Meru stands to lose clientele and hence not grow after a point. But is someone bothered? I am not convinced.
India prides itself on its world class telecom policy. And yet, the service provided by its telecom players is just one eighty degrees opposite. Vodafone, one of the largest players in the local market has inefficient customer service. To begin with, their call center staff is not full aware of the services that the provider offers and the charges of the same. If they do, the same is not communicated to customers. When customers are wrongly advised or overcharged, there is no redressing from the company at all. On the contrary, the pushy call center staff calls incessantly to sell unwanted services. Even if politely they are told that it is not a good time for you to talk, they do not take no for an answer. Worse, if you do not answer the call, they keep calling till someone picks up! Airtel, another large service provider is no better. Their call center staff asks you to go to the web site, decide which service you want and then call back later! Tata Indicom is only keen to collect payments, even on a service that is not activated! In the long run there will be more global players with larger pockets. If services do not improve, the local players will lose.

Local banks are already facing stiff competition from the foreign banks, who not only offer more personalized service but also more prompt and accurate information. Take HDFC bank for example. It took them four weeks to open a salary account which had been requested by a company that they deal with regularly. A credit card application, filed about three months ago, has still not resulted in a card being delivered. I am sure that new customer addition is not a priority for HDFC. Maybe they are too busy taking care of their existing customers! But hang on, I am told by existing customers that they are completely appalled by the lack of clarity and promptness in services of the bank. In a country of a billion people, are we really finding it so difficult to recruit and train appropriate staff!

Maybe it is a case of just not wanting to recruit more in an attempt to increase the bottom line. Jaslok hospital, a leading healthcare provider in Mumbai seems to follow this policy. The staff shortage is so acute that ward boys work round the clock for 36 – 54 hours at times. The nurses are so exhausted that they misplace patient files, forget to call doctor when required and then lose their cool with patients’ kin. Ward boys, matrons and nurses; they all express their exhaustion and frustration with the way the system is functioning. However, scared of losing their jobs they say nothing. Life goes on for them with those of the patients in danger!

The services mentioned here are those that impact daily life. I can illustrate examples of airlines, hotels, retail chains and even legal services where I have been stumped by the lack of basic understanding of customer servicing. But if I start it will probably not make the point I intend to but sound like a nitpicking grumbling session. Yes, the point I want to make – We are a capable enough country, equipped with enough intelligence and resources to have a long term vision. We need to inculcate customer satisfaction values in all our services, not just to have a pleasant society but also improve the longevity and profitability of businesses. The one key learning I bring back with me from the developed world is this and I do hope that at least I can deploy it in all my dealings with clients, fellow professionals and friends.