DMS, IIT Delhi 1

HORIZON„14: “Managing the objective of

customers first through employees first measures”

DMS, IIT DELHI HORIZON 2014

T he second session of HORI-

ZON’14, the annual Human

Resources Conclave of DMS IIT Delhi

was about "Managing the objective

of customers first through employ-

ees first measures". The panelists

for the discussion were Mr. Manoj

Kumar Sharma Vice President and

Head HR- Triune Energy Services Pvt

Ltd, Mr. Naveen Coomar Founder

and Managing Partner- Naveen &

Naveen, Mr. G P Rao and Ms. Reena

Ahuja Director People Management

Practise – SmartHead Consulting.

Dr. Harish Chaudhary, the session

chair gave the introductory speech

and requested Mr. G P Rao to co

ordinate and conduct the session as

he would be the best person to do

so. Mr. G P Rao started off the ses-

sion by putting across the audience

that how the definition and role of

customers have changed over the

years. He stated his own experience

as to how much pain and trouble

he had to face when he ordered his

first Bajaj scooter and that such

kind of pain a customer now can’t

even think of. He then asked the

speakers to give their views on the

topic and how should one go about

to fulfill the objectives of customers

first by putting employees first.

Mr. Sharma started off by confess-

ing that this topic is very close to

his heart. Mr. Sharma agreed that

the employee should be kept first

to fulfill the objectives of the cus-

tomers first. On this note Mr. G P

Rao raised a point that it is very

easy for a HR manager to keep em-

ployees first because he doesn’t

deal with customers directly but

then what about this issue in non-

HR fields where the manager has

direct contact with the customers.

Mr. Sharma replied that in every

field it is always employee first. He

said if one takes care of the em-

ployees they will automatically take

care of the customers. He then

talked about some very interesting

frameworks which he uses in his

organization like VOSEP which

Professor (Dr.) Harish Chaudhary Department of Management Stud-ies, Indian Institute of Technology Delhi

Mr. G.P Rao

Mr. Naveen Coomar Founder and Managing Partner, Naveen & Naveen

Panelists:

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DMS, IIT DELHI HORIZON 2014

stands for Vision, Objective, Strate-

gy, Execution and People Power. He

also talked about a short and swift

way for effective analysis and that is

TARA analysis which stands for

Trend of work, Analysis of work,

Root Cause analysis and Action plan

to solve it. Another framework he

also said that how during his XLRI

days rather than concentrating on

text books heavily he gave im-

portance to articles in magazines

and Google search to get a practical

approach to stuffs and how it has

helped him to grow in the industry.

“Have a clear destination. Be alert

and market intelligent and always

be a fighter” – Mr. Sharma.

Mr. G P Rao then put across Mr.

Coomar that whether employee

engagement affects the bottomline

or not. Mr. Coomar agreed that yes

it does affect the bottomline. Mr.

Coomar then very essentially put

across the fact that the meaning of

employee first should be clear. He

said that employee first doesn’t

mean giving the employee leeway

or giving him a air conditioned cab-

in to work in , employee first means

whether he is making the employee

grow in life or not. He also clarified

that who comes first customers or

discussed was about KMS – KPI

management system. Mr. Sharma

then added how huge investment is

done on people power. He talked

about one of his own experience

where his organization arranged a

training agreement for all Diploma

engineers in the organization to

make them Engineers. Finally he

Ms. Reena Ahuja Director, People management Practice– Smarthead Consulting

Mr. Manoj Kumar Sharma Vice President and Head HR- Tri-une Energy Services Pvt. Ltd

“ “ “ Articulate and define your stake with the per-son you work

with”

Panelists:

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DMS, IIT DELHI HORIZON 2014

employees is not the correct ap-

proach – the correct approach is to

keep it balanced. He then spoke

about his experience in Steel Au-

thority of India and said that one

should work in micro level to get a

better understanding of things as

macro level doesn’t serve the pur-

pose.

“Articulate and define your stake

with the person you work with” -

Mr. Coomar

In her note Ms. Reena Ahuja ex-

plained the importance of purpose

and how it excites people. She gave

a beautiful example to make the

audience realize it. She said how

when someone tells us that lets go

for a cricket match or lets go for a

movie excites us more than when

someone just says lets go out. It is

the purpose of going out that ex-

cites people. She then talked about

customer centric employer engage-

ment and also about WAR story-

difficult situations which one faces

in practical world.

“Do unto others as you would have

them do to you” - Ms. Ahuja

After the discussion the panel took

questions from the eager audience.

The panel answered each of the

questions raised in a very simple

and crisp manner to make the fu-

ture managers understand them in

a much better and clear way.

DMS looks forward to organize such

events again in the near future to

meet many more stalwarts from

the corporate world, like the es-

teemed panelists, and gain valuable

insights from them

-Media Cell, DMS

“ “ “ Do unto others as you would have them do to

you ”