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The In-house Journal of Eureka Forbes Limited

June 2013

EUREKA FORBESYour friend for life

EUREKA FORBESYour friend for life

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India’s brightest and smartest teams of professionals, the Nawabs of Eureka Forbes, recently assembled in Hyderabad for the 31st SMART conference. In this city of pearls and rich history and culture, they interacted, learned from each other, dreamed together, innovated and planned strategies to ensure

yet another year of success ahead.It was the largest-ever SMART, with the initial 400 managers being joined

a day later by another 400 leaders from all verticals and func-tions. They were welcomed at the Taj Krishna’s mag-nificent hall which was imaginatively decorated with an F1 theme – com-plete with pennants, banners and flags. Appropriately so, since our business is like a Formula 1 race, where

EUREKA FORBESYour friend for life

EUREKA FORBESYour friend for life

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every second is important and each successful manoeuvre results in an insurmountable lead.

This 31st edition of SMART, with its dynamic Formula 1 theme, was marked by high decibel jubilation and lusty cheering as Eurochamps celebrated the very successful year gone by. Apart from high-level inter-action and camaraderie, it was an opportunity for in-depth strategising, towards ensuring that the gathering of determined go-getters could speed full-throttle ahead towards the challenging goals of 2013-14.

Thus, the race towards a truly exciting finish began at the Taj Krishna!

The winner’s podium, depicted the three most important Eureka Forbes elements – the first being the Eurochamp, the second being the Customer and the third being S. L. Goklaney representing all of us.

The vibrant and energy-generating new Eurochamp anthem integrates the top 9 languages of the country:

We are Eurochamps... successful Eurochamps!

Amey che EurochampMeme Eurochamps

Nangal Eurochamps Njangal Eurochamp

NaaVellru Eurochamp

Aamhi Eurochamps Amra Eurochamps

Hum hai Eurochamps

The audience appreciated the rhythm and spirit of the anthem and asked for an encore – which was sung with double enthusiasm!

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We Maximised Performance“In 2012-13, every category, vertical and region showed buoyant growth,” affirmed Mr. Goklaney. Our mother brand, Cleaning, retained its dominant market share. We continued to be Kings of Water. Clean Air showed huge potential. Security took big strides forward. Aquamall surged on, whilst Fireguard and Eurodiya got off to flying starts.”

“Underpinning this fantastic performance is the fact that the company and all its verticals and regions registered multiple All Time Highs and records were broken like never before,” Mr. Goklaney continued. The Eureka Forbes Group registered its All Time High five times as did Eurosmile. Direct Sales did it twice with Aquaguard; Eurovigil and Eurosathi doing it once each, as did Consumer, Forbes Pro and International Operations. Region 1 bettered its All Time High five times, Regions 2, 3, 4 and 5 did it thrice each, whilst Region 6 accomplished it twice. Aquamall crossed a significant milestone by rolling past the 10 mn production mark.

We Maximised Potential “Our company has thrived on unearthing and realising potential to its fullest,” Mr. Goklaney remarked.

We focussed on our core strengths and forged strategic partnerships, bringing in best-in-class external practices to create a lean, responsive and consumer-led value chain. Increasing our market penetration enabled us to leverage growth opportunities by tripling our franchisee business partners. We also synergised Direct Sales with our Institutional business.

“Our Eurochamps are our lifeblood and we have become a virtual nursery for growing people which has been globally recognised,” asserted Mr. Goklaney. We therefore undertook strong employee development initiatives as we continued to build a talent powerhouse infused with our strong values. The 17 Dream Teams did a magnificent job, enhancing our water purification market share significantly and consolidating our leadership position. The Senior Leadership Team, our second line of management, demonstrated their

“This was a landmark edition of SMART,” exclaimed an ebullient Suresh L. Goklaney, Executive Vice Chairman, as he welcomed Eurochamps to the 31st SMART conference. “We achieved last year’s pledge to maximise performance and rolled out multiple winning initiatives. Heartiest congratulations and many thanks for a spectacular job done! It shows that we are a solid team with one vision and one mission.”

}We Successfully Maximised… And Now We Must Winnovate!~

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considerable abilities by fronting their respective verticals at SMART. The Coach Development, Young Leaders’ Development and Leadership Development Programmes added to our thrust.

We Maximised Impact “In order to maximise impact one has to change the rules,” proclaimed Mr. Goklaney. We partnered with the mega TV serial ‘Satyamev Jayte’ hosted by Aamir Khan. We also synergised with the episodes on drinking water and the differently-abled and employed integrated communication to generate a surround impact.

We Maximised Connectivity “We realised the immense possibilities that digital media affords us to connect with the customer of tomorrow,” Mr. Goklaney revealed, “but more importantly, we found that it gave our Eurochamps in the field an extra edge.”

Strengthening our digital assets through constant innovation enabled Digital @ Eurekaforbes to draw even more visitors and generate more leads and sales. We capitalised on the mobile revolution through a WAP site where customers can book a demo, log a service request or watch a demo video. We harnessed Augmented Reality beginning with the Aquaguard GROUVTH ad in The Times of India and incorporated a Layar application in the Aquaguard flip chart which gives customers direct access to additional information on-line. More innovative and expansive use of social media allowed us to engage with more new age customers and to safeguard our reputation by expeditiously responding to and resolving customer complaints.

Winnovate – the New Mantra Saluting the Eurochamps for their extraordinary accomplishments and the prestigious recognition that they have brought the company, Mr. Goklaney expounded, “In the dynamic environment that we are facing, if we continue doing what we are doing, we will continue achieving what we are achieving. To win the future, it

is not enough to do the same things better. We have to open new doors. Only through innovation can we win the future. Hence the mantra we must adopt for the year ahead is ‘Winnovate’- Innovating to Win.”

To win in the future, our company has targeted:

Building a Winning Global Multinational“Being the best is in the genetics of every Eurochamp and of our company,” Mr. Goklaney emphasised. To become one of the top 10 direct sales conglomerates in the world, we will expand our presence to 50 countries and enter the international retail channel in many of them. Numerous global opportunities for our Eurochamps will ensue. We will also strive for greater integration between Eureka Forbes and Lux International, especially in product development and manufacturing, training and supply chain.

Developing Winning World-class Products “We always want to bring the latest technology to our customers and arm our Eurochamps with products with an unmatched competitive edge,” Mr. Goklaney stressed.

To become the global leader in water, we will leverage the power of our brands - Aquaguard, offering

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premium products like the new Aquaguard World Series, and AquaSure, the fighter brand with value-for-money products. Our joint venture with Waterlogic PLC will manufacture and market products specially adapted to the Indian residential and institutional markets. These will be sold in select territories abroad too. We will take AquaSure packaged drinking water to the FMCG channel and win new customer groups with a retail range of on-the-go personal purifiers and tap purifiers. Our agreement with Comac for product development and technical cooperation allows us to manufacture its domestic and institutional range of cleaning technology products in India.

Creating a Knowledge-based Winning Company“This is the foundation on which our company will leap into the future - the repository of all the valuable learning diligently gathered by our Eurochamps,” Mr. Goklaney underlined. We will harness the power of our award winning KM system. Phone-a-Friend is being enhanced with a

toll-free number and an expansion of features to elicit suggestions

and first-hand product quality feedback from Eurochamps. Euroshare will be migrating

to a new platform to make it more interactive and user friendly,

incorporating dynamic new features such as a Blog, Social Media and Live

Chat. We will leverage knowledge to restructure

the organisation based on tomorrow’s needs to strengthen Performance Management

Systems and reinforce succession planning. We will use technology to help our Eurochamps build closer relationships through CRM and the introduction of tablets and smart phones. We will make the most of our inventive ‘Lead management system’. A renewed focus on Dream Teams will provide select high potential leaders with a prestigious development opportunity to innovate and create new growth strategies for the company.

Forging Winning Customer Relationships“The customer has always been at the centre of our business and the enduring bonds forged by our

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Eurochamps have made them ‘friends for life”, declared Mr. Goklaney. We will grow our customer family by changing the rules of the games. Integrating sales and service, moving up the value chain and making our products more affordable are other key thrusts. So is automating our CRM module and retaining customers. We will maximise the advantage of our Innovative Barcode Scanning Process and our e-CARE (Enhanced Customer Automated Response Enabler), which have significantly improved our customer responsiveness.

Being a Winning Social Catalyst“We are dedicating ourselves to our dream of providing safe drinking water to every Indian, duplicating what we have done in urban India, in rural India,” avowed Mr. Goklaney.

We are switching from individual to community systems, and developing sustainable business models with community plants and working with NGOs.

Some key projects already completed are our Aquaguard Shuddh Jal Vikri Kendras in Latur, Maharashtra with Sakhi Retail; our first public-private partnership project with Environmental & Co-ordination Organisation (EPCO), Govt. of Madhya Pradesh, in select villages with high fluoride, iron and salt content; as well as our partnership with Fem International for a ‘Water Shop’ at Agra for the slum community. We were privileged to distribute safe drinking water at the Mahakumbh Mela in Allahabad -- the world’s largest congregation of religious pilgrims. Kudos to our team that worked day & night on this project.

We nurtured our ‘pride’ Euroable, which empowers the differently-abled. More members were added to the Euroable family which interacted with over a million customers with increased productivity. A Euroable centre is now planned in Bengaluru to cater to our customers in South India.

He concluded by wishing all Eurochamps: “May you touch the sky with glory. May you experience victory everywhere. May you always be powerful.”

Winnovation TargetsAfter listening to Mr. Goklaney’s inspiring presentation, Eurochamps enthusiastically rose to the occasion and pledged their new targets which will take them to new heights of glory.

In the Harvard Business Review

(July-August 2012) the company

was showcased in the article, ‘How

We Built a Door-to-Door Selling

Machine’ which appeared in the

section ‘Spotlight on Smarter Sales: The View from the Field’.

Besides, the Eureka Forbes Harvard Case Study has become a

graphic photo-novel with our Eurochamp as its hero.

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2012-13 Dream Teams Make an Impact!At the previous SMART, 17 Dream Teams were announced - with the mandate to increase market share in the water category. The enthusiastic Eurochamps threw themselves into this challenge with gusto… and performed magnificently! The overall Aquaguard market share increased by 4%. Meet the winners!

First Prize

Two Second Prizes

H. R. Ganesh: Converted competitors into partners.

}When we are in the field, we consider ourselves as one Company without separations; there are no verticals. We synergised and converted our enemies into friends.

Dr. Abhay Kumar: Changed the rules of the game. Identified areas outside Coimbatore city for RO sales. Increased market share, excluding UV sales.

R. R. Prasad: Created and developed UV markets using knowledge and insights in Mysore and increased productivity by 40%.

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In a departure from tradition, this year the Vertical and Functional presentations at SMART were made by members of the Senior Leadership Team (SLT). They made impressive deliveries, glimpses of which are seen in the following synopses.

EFL Direct

VERTICALS

Senior Leaders Take the Stage

Mathialagan V.

“The EFL Direct Eurochamps are, brave, fearless, engaged tigers that command respect,” said Mathialagan V. “This team has been winning each day for the last 31 years!”

Highlights were the Aquaguard team achieving a 17% growth, the Eurovigil team achieving a 30% growth and Eurovalue growth of 20%. A new Fireguard category achieved impressive sales in a matter of days.

Ambitious targets have been set for the next five years in the categories of Health, Hygiene, Security and Smart Living. The team strength will increase and the Division will have a presence in 1000 Indian cities and towns. It will be a true ‘relationship company’.

A large number of exciting plans and initiatives are being introduced, including a payment plan that focuses on ‘more pay for performance’ to multiply the productivity of Eurochamps. A huge focus on training will bring back the magic of Euroclean demonstrations and going into smaller homes.

Further plans on the anvil are having distinctive products for Direct Sales, building up relationships with partners, more sales through digital media, the use of tablets to capture daily activities and 25% of sales to come in through up-selling and cross-selling.

In addition, there will be a renewed focus on institutional sales. Eurovigil would focus on making homes safer and more secure through distinct products and CMS would give customers multiple options through multiple services.

Shashank Shrivastav

“Our vision is to provide easily accessible, innovative solutions to improve the health, hygiene and safety of global citizens,” began Shashank Shrivastav, going on to reveal the Consumer Division’s reach – from semi-urban towns, to metros and, in future, across international boundaries too.

He outlined the Division’s dreams for 2016, primary among which is to be an organisation with sustainable profitability & high growth, by forging mutually profitable relationships with three key stakeholders – Eurochamps, Business Partners and Consumers. Other dreams are to put AquaSure amongst the top three brands in POU water purification and among the top five national brands in the PDW business; be leaders in health &

hygiene products in the retail business; create a ‘Best in Class’ retail service; and create a retail footprint for health & hygiene products in 20 countries.

In the next fiscal, winning in the market would be achieved through the launch of innovative, world class products and by leveraging the category expertise of this world class retail team. Other cornerstones of the 2013-14 strategy, geared towards achieving ambitious growth plans, are to improve retail reach; create an army of promoters to drive conversions and tertiary sales; set up Eureka Forbes Health Zones in priority markets; capture consumer data and drive cartridge sales; and launch the rental model.

Consumer Division

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R. Vedanarayanan

R. Vedanarayanan spoke about the belief that 85 Franchisees had in Eureka Forbes, as evidenced by the heavy investments they had made. Besides, brand AquaSure is the only packaged water purification brand in the world which is certified by WQA, Gold Seal of USA. Around 45.8 million litres of pure water have been delivered to consumers through the AquaSure brand, which is present in over 19,000 outlets country-wide. Innovation has been a prime focus, as is seen in the AquaSure Shoppees.

There are immense opportunities for portable pure & safe drinking water, affordable pure & safe drinking water at home, branded daily cleaning products and solar power –

providing the rationale for launching the FMCD Division, which aims to enter every single urban household. “We have also entered Mauritius to explore opportunities in packaged drinking water,” he said.

Manoj Nag Choudhary

Manoj Nag Choudhary focussed on the consistent growth of the Division and the drive to maximise customer experience, employee potential and market opportunity. Highlights of the past year included 400 appreciation notes from satisfied customers and the first article about the new Aquaguard cooler-cum-purifier in leading B2B trade magazines.

He also focussed on the huge number of training programmes conducted; team activities such as the launch of the 10 Millionaire Forum in Delhi; learning initiatives which focussed on understanding and marketing the Division’s products; and varied fun activities like Summer Cooler, Monsoon Mania and the Aqua Challengers Club.

Puneet Mishra

Puneet Mishra said that the team has learned the hard way and has pioneered various businesses such as facility management, clean technology solutions, railways projects and water projects. Today customers are ready to listen to the team’s advice as regards health, hygiene and cleaning and water requirements, and they are ready to pay for it too - which is indeed a matter of great pride! Forbes Pro is also focusing on developing leaders internally, on giving people pride and recognition and on financial gains. The Division would like to triple sales in the next five years. Other future plans include offering customers

a per person or a per square foot charge looking at the clean air segment; creating synergy between divisions entering the municipal segment; and becoming complete solution providers. The Forbes Pro Academy has now been taken to customers’ premises. “We may win or we may lose but we will set out targets high,” he concluded.

E. Siddiah Naidu

E. S. Naidu outlined the great performance of the Eurosmile Service teams that had led to a 20% growth for the Division, as well as the CAGR, ATH and AMC highs. Other highlights were the launch of Fireguard; close to 1000 customer satisfaction letters; a substantial number of institutional AMCs; and winning the keenly contested Best Franchiser Award for Customer Service.

Going forward, delighting customers will be the Eurosmile strategy, along with leveraging IT, using performance tracking and enhancing the overall EFL value perception.

Eurosmile

FMCD

Forbes Pro

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FUNCTIONS

R&D Dr. Abhay Kumar

Dr. Abhay Kumar explained how R&D has been restructured into five functional divisions to meet unique EFL needs and highlighted the active role that the R&D team has played during the past year in the launch a slew of new products. He referred to the impressive number of customer visits, water quality analyses, external product certifications and product training programmes over the past year, in addition to a variety of marketing and CSR activities.

Sufficient business was generated from water analyses to meet daily running costs of the Water Labs and a large volume of sales references was collected. To provide field support, compulsory field visits were initiated for the R&D team. A product-related field observation documentation system for new products was initiated to collect useful data for the development of future products. The Right Product for the Right Market and Water Doctor activities covered over 37,000 sample customers, generating over 2200 enquiries. The R&D Team bagged four UNESCO awards and gained around 49 design registrations as well as 7 patents.

Four new products apiece were launched for Aquaguard and Aquasure and two each for ForbesPro and Euroclean are being readied for launch next year, as are a series of other products.

There would also be a large number of Eurosmile strategic imperatives such as enabling customers to renew AMCs online; generating spot receipts at customers’ houses using bluetooth printers; and Customer Confidence Centre authentication using Tablets. Eurosmile strategic imperatives would encompass implementation of the 1-1-1 Eurosmile promise (1 minute to register a complaint, response within 1 hour and resolving of the problem within 1 day); as well as appointment-based service; staggered hour service support; SMS messages to customers for each transaction; post service ‘Happy Calling’; a zone-wise escalation matrix; and effective implementation of the Supply Chain.

“Profitability through customer delight is the key Eurosmile focus,” concluded Naidu.

Suresh Redhu

Aquamall has been growing silently into a well-oiled support system for the other Divisions, stated Suresh Redhu. Aquamall closed the year with an excellent sales performance and an impressive despatch compliance of 99% during the last two quarters. In terms of volumes delivered it has been 100% as per S&OP demand, thanks to steadily increasing productivity in the factories.

Through the ‘Phone a Friend’ initiative there is an option to speak directly to the Quality team and resolve issues immediately, while the Quality Desk has been another productive initiative to register quality issues. Each Q ticket is tracked and there is an internal target of closing such issues within 30 days. Enhancement of product reliability is promoted through

a set-up at the factory to understand and rectify failure points of a product.These initiatives have resulted in some tangible benefits, such as a declining rate of spares consumption. Training – both technical and competency – has been a big focus area.

The Aquamall team works with the local community to build ‘friend for life’ relationships. As part of the Winnovate strategy at Manufacturing in order to consistently deliver quality products, the Barcode utility is being taken to a different level.

Manufacturing

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Supply Chain Management Ramesh Rajamani

“Supply Chain is all about delivering to the expectations of our customer,” began Ramesh Rajamani, going on to describe the supply chain journey over the last two years, which has focussed on inventory planning, warehouse efficiency and competitive buying. Each of these areas has seen improvements, which have reflected in the bottom line. To achieve further improvements ‘Must Win’ battles have been outlined – focus areas for the current year.

The process of outsourcing, through third party logistics service providers has resulted in considerable gains. Eurochamps agree that they save about two hours delivery time, there is less physical exertion, increased retention and better data validation.

Consumer Division focus areas are sales team productivity, stock obsolescence and improved returns. There will also be a strong focus on improving the Sales Return process for customers. This has already been piloted in Mumbai – resulting in a 94% reduction in returns and a 24-hours replacement guarantee to customers.

As far as Spares Business Partners are concerned, there will be a new push base system for fast moving items, with slow moving items going through the hub. All this will result in a huge value creation.

Human Resources Patricia D’Lima

Patricia D’Lima explained how EFL’s four pillars of Earning, Learning, Pride & Fun had been upheld during the year, as well as how EFL’s belief of growing leaders from within via various initiatives including the SLT (Senior Leadership Team) and the Eurostar (Key Retains Programme) had been implemented.

SLT is a forum comprising cross-functional leaders. It meets every quarter and is empowered to take decisions and address operational and cross-functional issues.

Each Eurostar was in charge of a Dream Team project – to increase market share

Milind Karoor

The predictions made at SMART 2002 about IT becoming the backbone of the Eureka Forbes engine have come true, thanks to the email messaging system, SAP business applications, IT infrastructure and networking across 270 locations. IT achievements include putting into place a unique process to capture service activity using a scanner and transmitter - implemented for the first time in the world. It captures online data of around 2342 Service Technicians and feeds it into SAP in 30 seconds.

Improvement of efficiencies and cost savings have been promoted through Interactive Voice Recorders (IVR) at four call centres. Warehouse management for spares has been implemented at six warehouses, where systematic bin-wise storage of spares using the SAP

system has contributed to a 30% reduction in identification and retrieval time. Six Key Performance Indicator reports developed for warehouse logistics have also vastly improved service levels. The development of an automated bill passing system for Aquamall has improved efficiencies and promoted cost savings.

The IT team is determined to continue to innovate and win. A series of exciting IT projects for 2013-14 include the implementation of tablets for Service Technicians, so that they can receive complaints while on the move; accepting AMCs through the Web; the reduction of the Service inventory by 10%; BAMS for Consumer distributors and ESMS for Eurosathis.

Information Technology

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of water. The teams had cross vertical representation which promoted a focus on EFL as a whole, rather than on individual verticals. Learnings from these projects were uploaded on the KM site.

Twenty leaders across verticals went through the Coach Development programme and then each one coached one person for eight months. The success of this programme has called for a similar session in the coming year. The Young Leaders Development programme run in Direct Sales had 193 nominations, from among whom 52 selected Champs were put through an assessment at the end of one year and 33 of these were put on the Fast Track. Thirteen HCRC positions were filled via this programme last year.

Kavita Gandhi

Strategies during the past year had a stronger focus on systems, processes and best practices, to support the Group as well as to strengthen its position on various platforms.

Eureka Forbes has entered into a strategic partnership for F&A and certain back-end activities. There will be systematic discussions regarding transition plans and the entire project will be completed by December. With support from Supply Chain and Operations, working capital can be improved six-fold.

Other focus areas are improving credit rating, funds management, Forex risk management and tax planning. Corporate governance is gaining importance and a separate cell will be set up for this purpose. To achieve all these strategies the company will

have strategic goalposts. “There are tough challenges ahead, thanks to the prevailing economic scenario, but performing against the

odds and emerging winners is in the very DNA of the company and of every Eurochamp,” she concluded. “We will innovate to win and achieve our strategic goals by working together.”

A Proud Partner of EFLReto von der BeckePresident & CEO, Lux International

“I am proud to be a partner with Eureka Forbes, which has been so successful and dynamic in the past year,” said Reto von der Becke. He said that it had been a good year for Lux International too and spoke of the achievements of his company and of its vision, highlighting that it is now present in every continent.

The 111-year-old Lux International, has been expanding beyond the cleaning segment and is today in categories very similar to those of Eureka Forbes.

“With the association between the two companies getting closer, we will celebrate many more successes together,” announced Reto. He urged Eurochamps to “Make your dream a reality and your reality a dream (come true).”

A company like Eureka Forbes which is so growth-oriented enables winners to make their dreams a reality. “You must create a personal vision of your private and professional dreams – your company provides the opportunity to make them come true,” he said.

Finance & Accounts

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SMART NATIONAL AWARDS 2012-13

The annual Smart National Awards Night, on April 4, 2013, saw a galaxy of

high achievers from around the country being presented with their well-deserved awards, amidst hearty applause and cheering.

Direct Sales

Eurosathi Division – Winner: Sanjay Gupta (Rajasthan) Eurosathi Division – Runner-up: N.G. Satish Prasad (Karnataka)

Best Division Award – Mini Metro & Other Towns: Satyanarayan Mishra (Bhubaneshwar, Cuttack)

Ajay Sachdev’s compering skills helped to make it an exciting event!

Best SBU Award: SBU 9 (Maharashtra)

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FBP – Winner: Pradeep Pal (Kolkata - East II) FBP – Runner-up: Samir Goswami (Guwahati)

Best Area Award – Winner: A. K. Upadhayay

Best Cost Management Award – 1st Winner: Nasik

Best Area Award – Runner-up: Sheikh Abdullah

Best Cost Management Award – 2nd Winner: Cuttack II

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Forbes Pro

Clean Technology Solutions – Top Region Award, Industrial Segment: Region 2

Water Products – Best Region Award: Region 3 Clean Technology Solutions – Best Region Award: Region 1

Clean Technology Solutions – Top Region Award, Professional Segment: Region 1

Water Products – Best Area Award: East II

Eurosmile

Best Region – All India Winner: Region 3

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Techno Champ of the Year Award

All India Winner: Yogesh Pandey, Region 1

Consumer Division

Best Branch Award – NC: Pradeep Nair, Delhi NCCEO’s Award: Region 5 A

(A. Rajashekaran / Ranjith Nair)

Best Branch Award – EC & NC: Brijesh Gupta, HP

Executive Vice Chairman’s Award for Best Region was bagged by Region 5. It was received by R. Sarvanan.

Executive Vice Chairman’s Award

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CEO’s Award for Best Region

Region 4 - Venkat Pai

Award winners H.R. Ganesh, Manoj Singh, Mahesh Kulkarni, H.S. Arora and Venkat Pai are

seen with S. L. Goklaney and A.V. Suresh.

Region 3 put up a superb show and bagged 5 awards The high achievers of Region 4 bagged three awards!

Special Recognition Awards – Synergy

Multiple Winners

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The Direct Sales gathering was warmly welcomed by H.R. Ganesh, who said that this was ‘the great city of Nizams’.

S.L. Goklaney entered to the sound of thunderous cheers. He called this a ‘landmark SMART in many ways’. He congratulated L.P. Joshi on completing 25 years in the organsation on that day.

Marzin R. Shroff’s entry was greeted by energetic clapping. His hard-hitting presentation inspired every Champ present. Every one of them was thereafter determined to go out and conquer!

Direct Dreams Big

Marzin R. Shroff: Winning Each Day

Marzin R. Shroff began his presentation by showing the gathering a picture of a tiger. “Who is this tiger?” he asked. “The Eurochamp!” was the gathering’s resounding response.

He then described the tiger as aggressive, fast and agile, needing to run faster than the fastest deer in order to win – like the tiger, Eurochamps are born to rule!

A telling testament to the Division’s success has been that after a decade, EFL Direct has achieved double digit growth. Eurochamps pushed the bar even higher when the new category Fireguard reached the 5000-unit mark in 150 days. The new channel FBP showed excellent

growth, while Eurovalue showed a good increase too. Four new products were launched under the Aquaguard World Series. The digital channels generated a huge number of leads. Through the categories of Health, Hygiene, Security and Smart Living, Eureka Forbes will be in the business of relationships, having a world class Direct Sales Vertical, with three distinct channels of going to market – CRC, EFL Partner (FBP, FDO, EuroFriend) and Institutional.

“The EFL CRC Business model will work on the high value and luxury products. Through surround activities and Online ‘Lead Generation’ techniques, we will pull customers towards our products,” emphasised Marzin.

He said that EFL would have 6 Managing Directors – one for each region. Besides, EFL Direct would offer the best training ground for frontline sales champs, as well as partner opportunities if they choose to become entrepreneurs.

“Our major source of business comes from our customer loyalty,” said Marzin. “Along with our web based partner programmes and other partner channels, we will re-invent direct sales to become the future, with a new product line-up and systematic communications. But at the end of the day, our most valuable assets are the Eurochamps; their dedication and energy is what gives the company the stamina to always succeed. Only if the Eurochamps who work with us become our friends, they stay with us as Friends for Life….helping us succeed…every time.” He also made important announcements about initiatives that would enhance the team’s effectiveness in the coming year and announced that 2013-14 would be the ‘Year of Euroclean’.

Mathialagan V.: High Aims & Achievements Will Continue

To be ahead of the times, one should always have the desire to learn, to absorb knowledge and to better skills. Applying new ideas and learning to one’s professional life will come only if there is willingness to change. Learning and not applying such ideas at work can be considered a professional sin.

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Shashank Sinha: The Consumer is King

Marketing has evolved from being a cost function to becoming a Lead Generator and now a Profitability Driver. With the emergence of digital media, it has become imperative to use these channels to build deeper relationships with the target audience.

Going forward, this year Eurochamps will be given EuroTabs – empowering them and making them faster, stronger and able to meet tough market challenges. High-impact campaigns

and the best products for the best Champs will be introduced. The website will now be a Selling Site with more user friendly and social integration features, thus leveraging the powerful medium of social technology. With e-CRM we will build our loyalty and up sell as well as cross sell, he explained. We will also leverage the use of mobile and web couponing and obtain consumer feedback through e-mails and mobile apps.

Direct Sales products will be available on leading e-commerce portals, like India Times. The new Eurosathi.com website will facilitate partner channels to be more effective. Together with Eurochamps, we will collaborate and formulate solutions. We will implement what they decide.

2013-14: The year of Euroclean

Ananthraj G.H.: Eurovigil

Focusing on Eurovigil principles, Ananthraj G.H. explained how to be Distinct, Definite and Direct in all aspects of the business and thus be a ‘Friend for Life’. He outlined the strategy for the coming year, which includes Demo Innovation through Tabs to enhance per customer value; generating ‘friend for life’ referrals through synergy@SSD Direct.com; ‘Winnovating’ through taking the e-knowledge series to leaders; obtaining regular technical feedback from the field and promoting improvement through the Knowledge series.

Ananthraj said the team would maximise business by officially partnering with 10,000 influencers, increasing their share of the intrusion business, taking home automation sales across India and conducting leadership and product training programmes every cycle.

The ‘Future Perfect’ Direct Sales team will be focussed on learning, for the illiterate of the 21st century will not be those who cannot read and write, but those who cannot ‘learn, unlearn and relearn’.

For the year 2013 – 2014, our focus will be on creating a unique experience for all Eurochamps. We will see a transition from managers to leaders, from good storytellers to great storytellers and from being a team filled with stars, we will be a star team. Congratulations are in order to the Region 3 leaders for topping in volume and value growth. Also, congratulations to the EFL Direct leaders for the overall EFL Direct productivity increase by 11.5%.

This year our focus is on four pillars: Desire to Learn, Willingness to Change, Commitment to Take Action and Persistence.

Direct Sales Regional HeadsRegion 1: S. Murlidharan

We challenged our limits resulting in a CPU reduction, an improvement in On Roll Productivity from 8 to 12 and a three-time increase in FBPs. Region 1 also bagged one of the largest RO orders, thus throwing out key competitors. The focus is now on crossing the 1 lac units mark.

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Region 2: P. S. Sukumar We aimed at five things and achieved them: Market opportunities, customer satisfaction, Eurochamp productivity, Eurochamp happiness and celebrations & fun. Rajasthan came back on the growth path after two years. Our rural recruitment initiatives were recognised by the Government of Gujarat. Other highlights were our FBP channel being the first to cross 1000 units in a cycle; having the highest number of qualifiers from Rajasthan for Eurosathi; and the renewal of our service ISO certification.

Region 3: Aujen Moulik (East II)“You can have everything you want in life, if you help other people get what they want…”

We must bring in an everyday training culture. Expansion plans for the year ahead include opening a CRC for Eurovigil. The East II team has distinguished itself by bagging a host of awards: the Best Area Award (both winner and runner up); the Best Division Award, the Best FBP Award and the Cost Management Award.

Region 3: Ashok Debnath (East I)In the coming year, our focus will be on achieving 60 active Door Knocks twice a week; a minimum of 10 Field Coaching sessions by the leaders for zero sellers and daily tracking for zero sellers. East I highlights include being the highest selling SBU for both Aquaguard and Eurovalue. The North East has achieved a growth of 10%.

Region 4: Venkat Pai“We are learners who thrive in a challenging environment and are committed to operating with honesty, integrity, respect and a passion to continuously improve,” said Venkat Pai. “We are drivers, determinded to give customers the best in life. We are accountable to each other and to ourselves and we are leaders who perform with heart.

”Region 4 won the CEO’s Award; delivered timely incentives to Eurochamps; honoured champions and their families and followed benchmark practices. It also leveraged the power of SMS for daily activities which yielded all-round results.

Region 5: H.R. GaneshWe aim to establish the Partner Channel Business as an extended arm of EFL Direct, developing maximum AWEs and combating competition. R5 achieved the highest growth and is the only Region that showed growth in every channel. Highlights are that FBP is a new hit; the Security Division has come back strongly; we are No. 1 in Aquaguard sales and ours is the 1st region to celebrate the 1st Living Legend of EuroVigil - Gururaj. We will leverage EuroTab technology to yield maximum results and want to see all BMs and above enjoying the OYCS (Own Your Car Scheme). We will have 251 World One Champs!

Region 6: M.K. Sreejith (Tamil Nadu)We want to bring back the glory of Tamil Nadu by creating a winning mindset culture. For us the Eurochamp is the First and Last and we believe in the 3 Rs of Respect, Recognition and Reward, as well as in spending quality time with front line Champs.

Chennai is the No. 1 Metro in EV sales. We also have the All India highest selling EV Champ and the 1st Lady Eurochamp Living Legend in SSD, Ms. Eswari.

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Region 6: Mohanraj (Kerala)We are steadily moving from ‘growing’ to ‘greatness’. Our motto is: The right product for the right customer through committed champions. We put in plenty of efforts in order to source the right talent and we also achieved a benchmark Aquaguard performance.

To be ahead of the times, one should always have the desire to learn and a willingness to change. One has to be persistent. For the year 2013 – 2014 our focus will be on creating a unique experience for all Eurochamps.

Ajay Sachdev: Creating & Sustaining a Learning & Training CultureWe continue to focus on the learning curve of EFL Direct Leaders through identifying developmental needs, imparting structured training, carrying out organisational developmental initiatives and by setting up training efficacy system. Training impact will be tracked and integrated with existing processes. In addition to a series of new training programmes, a Euro Value do-it-yourself training kit will be launched.

Jeyrish Peiries: Human Resource StrategiesTowards talent attraction, there has been a shift from Quantitative recruitment to Qualitative recruitment. The concept of a ‘Mentor at Work’ has been introduced. The HR role itself has been redefined to include the improvement of retention and performance through Eurochamps engagement initiatives such as recognising the efforts of the Champs, removing roadblocks that hinder performance, guiding performance by providing effective feedback and the introduction of the ‘Riding with Pride’ scheme.

Donning the Mantle

M.K. Sreejith, Tamil Nadu Raja Subramanian, R2 Alok Jha, Mumbai Venkat Pai, R4 + Delhi NCR

Sanjeeb Kundu, SBU3. Lalit Wadhwa, Institutional Channel.

Roles exchanged: Aujen Moulik, East I and Ashok Debnath, East II

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EuroTab

New Eurosathi PortalThis new portal (www.eurosathi.com) incorporates various centres – Business, Operations, Marketing, Products and Training – as well as a Gallery. There is a rich repository of policies and marketing collaterals and training material. A very interesting section – My Corner – has been created in which Eurosathis can share personal information with the Eurosathi Community. Manju Mishra (right) shared the features of the new portal.

The EuroTab, a Tablet for Eurochamps, was launched by Siddharth Singh at SMART 2013. Eurochamps will be trained on how to use its applications and KYC forms, as well as on using wifi and synchronising applications. The World 1 Team has started using a range of new age tools to demonstrate product features and benefits.

Euro-Tantra InauguratedEuro-Tantra Volume 1, a collection of 75 stories and anecdotes that could help Frontline Eurochamps to build relationships with customers, was recently

inaugurated. These stories have been compiled for

developing the ‘Art-of-Story Telling’ in Eurochamps and Frontline Leaders and reflect true experiences of Direct Sales leaders and Eurochamps. Each story has an implied moral and incorporates learning and guidance on how Eurochamps can develop an emotional connect with customers and help them to lead healthier and safer lives.

The first story ‘Babysitting’ has been authoured by S.L. Goklaney.S.L. Goklaney inaugurates Euro-Tantra.

Innovative Launches

View from the Top“You champions must work as one team for one dream. All Eurochamps must be made much stronger and more efficient through innovation and technology. For example, Direct Sales is now integrating web and phone – thus giving you a weapon in hand and making you more powerful.

How can we become quicker and more productive – as constantly demanded by customers? No other company in India has a channel like ours – the Eurochamps. You take the power of Eureka Forbes to customers’ doorsteps. You appeal to their five senses through demonstrations. There is no substitute to Eurochamps. You will be equipped with a Europad or a Europhone, but your demo kit will continue to be your biggest trump card.

Through the aquisition of Lux International Inc. we will be securing a Direct Sales presence in 50 countries across all continents of the world. This will provide you with global opportunities.”

S.L. Goklaney, Executive Vice Chairman

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DIRECT SALES AWARDSEurocleanBest CRC Award

Winner – Metro: Bangalore V

Winner – Mini Metro: Coimbatore

Winner – Other Towns: Salem

AquaguardBest CRC Award

Winner – Metro: Kolkata I

Winner – Mini Metro: Cuttack

Winner – Other Towns: Nasik II

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EurovigilBest CRC Award

Winner – Mini Metro: Jalandar (SSD)

Winner – Metro: Jyotirmoy Roy - Kol I

Winner – Mini Metro & Other Towns: Mohan Patil - Kolhapur

Best Branch Award

EurocleanHighest Selling CRC Award

Mini Metro – Level 2A: Surat II

Other Towns – Level 2B: Salem

AquaguardHighest Selling CRC Award

Metro – Level 2B: Pune 1

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Metro – Level 3A: Kolkata I

Mini Metro – Level 3A: Cuttack

Other Towns – Level 3B: Akola

Mini Metro – Level 2A: Goa

Other Towns – Level 2B: Sambalpur

Metro – Level 4A: Kolkata IV

AquaguardHighest Selling CRC Award

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Winner – HCRC/BM: Ravi Kumar – W(UP)

Runner-up – HCRC/BM: Anish Shukla – MP

Winner – FBP: S. Rajesh Kamesh – TN

Runner-up – FBP: Raghavendra -- KNT

Metro – SSD: Bangalore I

Mini Metro – SSD: Jaipur 1 A

Best Euro Sathi Leadership Award

EurovigilHighest Selling CRC Award

Other Towns – SSD: Jalandar

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Forbes Professional

A.V. Suresh: We Have Just Begun!“The future looks extremely bright indeed, with lots of possibilities ahead. Big possibilities,” said A.V. Suresh. ‘’We have just begun!’’

A key strategy towards achieving these big possibilities, he said, was becoming a one-stop solution provider for customers – providing them with cleaning equipment and facility management services, catering to their water solutions needs and working towards creating a clean and healthy workplace, while building up the health and hygiene of their employees.

Eureka Forbes will charge the customer on a per person or per square foot basis and the latter would spend more on opex rather than capex. This will enable us to retain the customer and become a single stop for providing solutions.

He outlined a range of water opportunities such as Skid Mounted Solutions and spoke of initiatives such as one day every quarter being devoted to community service, training throughout the year and the top performers making presentations in the next SMART.

He also explained the concept of Shraddha (Trust & Patience in Self and in Team) and Saburi (Patience & Perseverance). He highlighted that change is an important part of life today and an open mind is needed in order to accept change. He lay emphasis on dreams being important and advised spending 10 minutes a day on self introspection.

At Forbes Professional, SMART 2013 commenced with the lighting of the traditional lamp. This was followed by an energetic rendition of the Eurochamp anthem which completely inspired the team.

Sridhar Siripragada from the CTS team of Bengaluru warmly welcomed the team to this annual forum. Thereafter, an audio visual aptly titled ‘Amazing Hyderabad’ beautifully depicted the city.

Water Projects: R.R. Prasad

“Yesterday is gone. Tomorrow has yet to come. We only have today. Let us begin,” said R.R. Prasad. He focussed on a series of water projects that have been established with leading Engineering, Procurement & Construction (EPC) contractors in India and said that the major dependency continues to be from the Power Sector.

He also dwelt upon strengthening the Proposal team under the leadership of Prashant Patil; the streamlining of Project Execution under Mahesh Iyer and the major challenges faced in

timely execution of projects. He said there were rich opportunities in the years ahead, due to the doubling of industrial water requirements in India and growth in the desalination business.

Other focus areas are betterment and growth in Project Management, establishment of the site support function and ensuring customer response within 72 hours, having Vendor and Site Engineer Meets and making more effective use of the Knowledge Management portal.

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Forbes Facility Services: Vinay Deshmukh

Highlights of the past years, said Vinay Deshmukh, were the signing and handing over of the MIS format for site-wise P&L to be generated online; completion of all formalities for the new Food Safety Act registration and successful clearance of Surveillance Audits for ISO 9001, 14001 and BS OHSAS 18001:2007.

In addition, HR successfully completed the audit for FFS employees and selected franchisees; there has been a successful run of payroll in SAP from April 2012; and a

separate services brand ‘EuroExpress’ was created for one-time cleaning activities in hospitality sectors. In the year ahead, the Forbes facility team will concentrate on East and Gujarat, widen geographic coverage and

build a competitive advantage. Module II of the website will be launched, with more integration and interaction for customers and employees, including a mobile website for handy mobile applications. A presence and interface in the market will be created through dedicated pages in leading trade magazines, wherein industry associates and readers can interact/have their queries solved through partner resources of Forbes Facility Services.

Water Solutions: Imtiyaz Sayyad

Imtiyaz Sayyad spoke about bagging prestigious orders from AIIMS hospitals in Patna and Raipur for STP and the conversion of 60 orders during the year, as well as gaining market leadership in the Indore and Bhopal markets. Radiant was empanelled as a process technology provider by PMC and the STP plant managed by Radiant at Emerson Climate Controls won appreciation from the BVQI EMS audit team. Three plants were commissioned on the

Sequential Batch Reactor (SBR) process in Nanded City and Pune.Plans for the year ahead include developing the WTP business; expanding operations to 20 new markets;

developing local alliances with plumbing contractors; identifying Channel Partners in upcountry markets and entering into tie-ups with OEMs in the EPC business, as well as developing long term contracts with real estate developers/contractors for turnkey water and waste water requirements; developing a local vendor base to execute projects in South India and developing O&M capabilities pan India to support projects due for commissioning.

Cleaning Technology Solutions: Puneet Mishra

Puneet Mishra likened the year 2012-13 to an ‘arrow in the bow’ moment for CTS, during which the warriors of CTS faced many challenges – a sluggish economy, fluctuating currency and more. The same year had seen a host of accomplishments such as new tie-ups with international manufacturers; restructuring of the team into Professional & Industrial; a focus on MARCOM activities; and retaining and gaining various key accounts.

Puneet laid stress on several key strategies. In the Professional segment, these included volume-based contracts for the FM Sector; a focus on government business and Bundle machines – chemicals – consumables offerings. In the Industrial segment, key focus areas would be the steel, power, cement, food, pharma and environmental sectors. There is flexibility of entry through the capex or opex routes. He also spoke about the Eurostar channel initiatives and highlighted tremendous opportunities for CTS Eurochamps regarding knowledge updation, career enhancement and augmenting of earning potential.

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Water Products & Railway Solutions: Manoj Nag Choudhury

Speaking about the Water Products Division’s plans for 2013-14, Manoj Nag Choudhury lay emphasis on a solutions-based approach rather than product-based selling. He underlined the importance of developing innovative & customised product offerings; building a water treatment business to achieve a revenue mix of 30/70 between plants & products; developing innovative new business models like leasing and pay per use; achieving a 50% rate of repeat purchases through customer satisfaction and enhanced levels of service; and focusing on self training and self development.

For Railway Solutions, plans for 2013-14 include consolidating the Division’s position, extending relationships with authorities and institutionalising the liaison process and extending the product/service range from long distance trains to suburban trains. Other focus areas would include leveraging existing relationships to offer new services like OBHS; increasing Tender Value through bundling of services; exploring new partnerships; cleaning of linen and a logistics company for linen distribution.

View from the Top“Congratulations on your highest-ever performance in March 2013 and your tremendous efforts. You have the potential to repeat this performance every month!

In order to accelerate the growth rate, treat small orders and large orders with equal importance, create a loyal customer bank and create a business value with existing customers. There must be an emphasis on having a ‘game changer’ approach, such as making a per sq. ft. or per person offer, as well as more of a solutions approach, rather than a product selling approach.

The entire Forbes Pro Division should regard itself as a Service Division not a Sales Division.”

S.L. Goklaney Executive Vice Chairman

I’m a winner!Strong support: The Commercial and IT team.

Building invincible teams.

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FORBES PRO SOLUTIONS AWARDS

Best Divisional Head (Eurostar): Sanjay Paranjpe Best Divisional Head (Industrial): Hitesh Vanvari

Best Divisional Head (Professional): Pankaj Srivastava Best Sales Person – All India - Segment Sales - Industrial Winner: Mahesh Rankawat

Best Sales Person – All India - Segment Sales Industrial Runner-up: Ramesh Kumar CTS Best Sales Person - Winner: Girish Pande

CTS Best Sales Person - Runner-up: Som Dutt CTS Best Engineer - Technical Service: Suraj Singh

Clean Technology Solutions

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CTS Sucess Story: Sunil Chopra

WTS Best Business Manager - Winner: Purushottam Kumar Water Products - Best Sales Person - Metro: Deepak Kumar Mishra

Best Sales Person – All India, Up-Country: Narendra Shekawat Water Wizard: Dhirendra Singh

Best Project Manager: Atanu Bhattacharya

Clean Technology SolutionsRailway Solutions

Water Products

Special Recognition

Community Fullfilment: Goutham Reddy

Commercial Practices: Rasheesh Parekh

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Best Commercial Region 2

Rising Star – Clean Technology Solutions: Hitesh VanvariRising Star – Water Products: Anand Chittoor

Water Projects: Prashant Patil Forbes Facility: M. Vaidyanathan

Water Solutions: Vishal Vyas Logistics: Elcy Joseph

Marketing & Sales Promotion: Kalpita Suthar

Special Recognition

Other Awards

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Aslam Karmali: Winning is In The MindDelivering the opening address, Aslam warmly thanked the Eurochamps and their families for their contributions to the Consumer Division vertical’s performance for the year 2012-13.

He emphasised, that the year ahead would be a very challenging one, with competition in retail intensifying.

The retail strategy for the year would be to drive business at a ‘territory level’, focusing on Operative Dealers (OPD) and Per Dealer Off-take (PDO) in the distribution business and on driving the New Channel Business through Operative Stores (OPS) and Per Store Off take (PSO). Other key focus areas would be a pilot launch of the eco-packing business model

in the PDW channel in Mumbai, launching and distributing a complete range of FMCD products at over 30,000 pharmacies and FMCG retail outlets and launching and strengthening the Consumer Division’s retail presence in the Middle East, Africa, CIS, and South-East Asia.

He further emphasised the need to match service reach with retail expansion and invest time in building second line leadership. He appealed to his leaders to get a quarterly CBC (Clean Balance Confirmation) from each of their trade partners and to focus on driving business growth with improved business health.

Consumer Division Eurochamps entered their SMART conference with much cheer and enthusiasm.

Shashank Shrivastav welcomed the Eurochamps and gave a synopsis of the forthcoming two-day vertical SMART.

Thereafter the traditional lamp was lit and there was a heartfelt rendition of the new anthem by the team.

CEO Aslam Karmali then took centrestage...The traditional light being lit by the Consumer

Division’s core team.

A. V. Suresh congratulated the team on their performance. He called upon the leaders to drive the focus in the next financial year and drive focus in the category level business. He also emphasised the benefits of decentralised working with local level BTL budgets to regain market share and volumes of cartridges.

Ravikumar Tumula, National Sales, Consumer, presented a review of 2012-13. He highlighted what had gone right and what had not worked. He also spoke about MPV v/s Regions contribution internally and Region-wise performance. The need of the hour, he said, was a different approach. He also presented systematic working strategies for 2013-14.

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R. Vedanarayanan, FMCD and PDW, spoke about EFL embarking on a journey towards building a high-quality packaged drinking water brand and about the vision of establishing PDW in over 38,000 retail outlets countrywide. He also focussed on opportunities in the PDW space for Aquasure, multiple SKU forays into the market, AquaSure Shoppes, emerging Consumer Needs & Business Opportunities for the FMCD & PDW Division, the focus on entering the hitherto unknown space of retail and how EFL can be closer to the consumer.

Manoj Uprit, New Channel Business, covered product group-wise performance in 2012-13 and Region-wise growth/de-growth, and performance in every product group. He also spoke about top 10 MOR and 20 PD performances, highlighting the CSD Business which had highest growth in 2012-13. He enumerated the key learnings of the year and the initiatives for 2013-14, such as launch of the DAR system, Eurochamp FTS and a special monthly incentive on tertiary sales.

Patricia D’Lima, Human Resources, stated that Eurochamps are on a roll towards Modules, Productivity, Retention and Training. The key emphasis for 2013-14 will be Earning, Learning, Pride and Fun. She screened an interesting video titled ‘Ordinary People do Extraordinary Things’.

Alwyn D’Silva, Existing Channel (Distribution) Business, focussed on group-wise product and region-wise growth in the year gone by.

He also covered Francis Kanoi data on the reach of EFL, competition and the concept of operative dealers & per dealer off take. He concluded with a focus on the key learnings of last year and the key initiatives that had been implemented.

D. V. Ramakrishnan, Service, Consumer Retail, spoke on the norms of a nil trade defective certificate and rectification of defectives lead time. He also covered trade visits by exclusive trade technicians and the response time for service delivery. He announced the launch of flexi service (with service on Sundays) and the manpower deployment strategy.

Commercial & Accounting principals and norms for Consumer Retail were covered in a presentation by Gour Mohan Das, supported by Sekar Srinivasan.

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Vaikunth Ganapathy presented Marketing initiatives which included Health Experts strategy 2013-14, ISP’s image to health advisor and 1200 health advisors across India. The plan is to have 80 shop-in-shop Health Zones. He also covered the ATL – BTL marketing calendar, small town development plan, consumer finance merchandising for new channel and cartridge strategy.

The Marketing Thrust

Vikrant Singh and Karishma Patil spoke about the exciting product range for 2013-14, including RO, UV and Storage products. They said that Eurochamps could look forward to the launch of Xpert RO+UV+UF with Auto TDS Regulator and ACE DUO, as well as new Wet & Dry bagless vacuum cleaners and portable and large vacuum cleaners.

Xpert LaunchedXpert, a breakthrough product with a unique technology was launched by the R&D and Factory teams.

It is a technologically advanced product with RO + UV + UF + Auto TDS Regulator all in one! It works with any quality of input water and delivers sweet and safe drinking water!

Dr. Raman Venkatesh, Dr. Abhay Kumar, Nirmal Patrick, Dr. Sisodia and Hemant Supe along with Vikrant Singh, Product In-charge, Water Category, launch Xpert.

Team AchievementsTeam R5A – Bangalore was congratulated for their bold move and success achieved. Rajashekar, Senior Branch Head, described the successful strategies implemented and the positive effect of the team’s participation and belief. He also outlined the steps taken to achieve high growth in each category. Kudos team Banglore!

Team RO AP (Rest of Andhra Pradesh) with the leader Srinivas was congratulated for an exceptional performance for the successful and

aggressive launch of Xtra Tuff. Branch Head, Diwakar highlighted the team’s focussed, market-driven

approach, leading to good growth.

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2013-14 Leaders Announced

Aslam Karmali, formally

announced Alwyn D’Silva as Head of the EC

Business.

Manoj Uprit continues as NC Business Head

View from the Top“Your focus must be on knowledge selling and not just product selling. Consumer Eurochamps should be professional sellers, leveraging on knowledge.

Every Consumer champ should use the KM site for knowledge sharing and collaborating. Every champ should be aware about the superiority of his products over those of the competition.”

S.L. Goklaney, Executive Vice Chairman

Best State Head Award - Packaged Drinking Water: Srikanth

Anish Dutt, Delhi EC Branch Head, received the award for Best Branch – Vacuum Cleaners

Best Branch – EC & NC Award: Brijesh Gupta, Himachal Pradesh

Bhima Rao, Marathwada Branch Head, received the award for Best Branch – Storage Business

Consumer Division Awards

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Pradeep Kumar, Delhi NC Branch Head, received the Best Branch Award – New Channel.

Rishikesh Rai from R1B, received the award for Best Marketing Officer.

Rajesh Acharya of R5A received the award for Best Eurochamp – New Channel

Sreedhar Murthy of R5A received the award for Best Eurochamp – Existing Channel

The R5A team celebrates its successes. The CEO Award for the Best Region went to the R5A team.

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The Eurosmile SMART commenced with the lighting of the traditional lamp to signify a bright and successful beginning for the next financial year 2013-14.

Eurosmile: Winnovating to Win Customer Hearts!

R.K. Ganguly: Making Eurosmile a ‘Key Differentiator’ R. K. Ganguly presented highlights of Eurosmile during the past year, which included a record turnover, several ‘All Time Highs, the successful launch of Fireguard through the Service Champs and the implementation of the barcode project in seven cities. He appreciated the Eurosmile team’s efforts and prepared them for future challenges due to high customer expectations. He re-emphasised the fact that the engagement process plays a major role.

Sharing the ‘Way Ahead’ he lay emphasis on improving productivity on the street through field force automation; introducing Digital and Web marketing for Eurosmile; focusing on E-Care and Customer Confidence Centre; the introduction of the BP channel;

the retention of the right partners and people through training and coaching; the introduction of the 1-1-1 Eurosmile promise; and making Eurosmile a world class company. Along with his Sr. Management team, he promised to create a strong platform, which will give a competitive advantage to our Eurochamps to be No. 1.

“Let’s Winnovate to win customers‘ hearts!” he urged.

Marzin R. Shroff emphasised that the future of no less than 10,000 Eurochamps depended on the champs present in that very room of the Taj Deccan. He announced a Rs.10,000 award every month for the Champ with the most outstanding and exemplary service story.

Cynthia D’souza provided Inspirational Support. She spoke about the Eurochamp anthem being a manifestation of the Champ’s Pride, Loyalty, Energy, Unity, and Love. She explained how Eurosmile Champs could spread happiness among customers. “You are Eureka Forbes, friends for life and your behaviour should reflect this,” she emphasised. “Life is about touching the lives of other people. Since happiness stems from within ourselves, each of us must make at least one person happy a day and thus create a chain of happiness.”

E.S. Naidu congratulated all the leaders for their exemplary performance and lay emphasis on leveraging IT to improve productivity and real time information. He said every technician would be working with a customised Tablet, to provide an on-line customer satisfaction index and would engage customers during product service by giving demos of various optional attachments. Besides, customers can pay charges and renew AMCs online and generate receipts using bluetooth printers on the spot. Delighting customers through excellent service delivery is the motto. Eurosmile will introduce service delivery based on customers’ expectations which will be

swift and special. Platinum Service will be introduced in all metros in June 2013.

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D. V. Ramakrishnan congratulated everyone on the superlative job done in 2012-13 and was happy to share that Trade Service efficiency had improved tremendously. He presented key achievements for the year 2012-13, foremost among which were: Consumer Service grew by 43%; Open complaints reduced to 3%; and Nil defective certificates given by Key MoRs, DBs and PDs increased to the level of 80%. While sharing the way ahead for 2013-14, he lay emphasis on Secondary Customer Database management and on maximising trade visits, defective repairs and NDCs.

K. V. Bhaskar enumerated the key achievements of the Division. These included a 43% growth; 2 ATHs during the year; 204 customer satisfaction letters and Key Accounts IC status going up to 63% from 48%. Besides, product and skill training sessions were conducted for FPWP service personnel - covering 210 people in 19 sessions. Sharing the way ahead, he lay emphasis on Secondary Customer Database management, promotion of the Euro Helpline across India and training for the leaders and KEs.

Pankaj Bhandari shared key achievements, including Budget achievement with a growth of 25% and 441 customers service letters. Sharing next year’s plan, he re-emphasised that synergy can drive our values and together we will achieve our goals. The main targets will be training at every level; a minimum of 75% calls to be registered at Euro helpline by September 2013 and 90% complaints to be resolved the same day. The entire team will work towards Customer Delight.

S.R.M. Reddy shared details about training programmes conducted across India in the year 2012-13. The objective was to polish the soft skills of the Eurosmile team so that they deliver the best of class service to customers. Among the aspects he covered were: Empathy with the needs of customers; acknowledgement of customer’s concerns; concentrating on key information – through active listening skills so as to understand customers’ desires, needs and issues; and developing assertive behaviour.

Vinath Hegde said that customers should be viewed as guests invited to a party, at which we are the hosts. It is our job every day to make every important aspect of the customer experience a little bit better. VOC programmes will drive action and demonstrate results.

She emphasised that every customer logging in on the IVR should be considered a ‘platinum’ customer. Escalation seats will be incorporated at the Call Centre.

View From the Top“CRM plays a vital role in retaining customers. I suggest you post a collection of customer satisfaction letters on the Euroshare portal for the benefit of all Champs and Business Partners across India. Technology like bar coding goes a long way in supporting and enhancing service delivery.

Service must give the quickest response by raising its own bar. This can happen only by doing things first time right!”

S.L. Goklaney, Executive Vice Chairman

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AQUAMALL: Quality…Quality…QualityThe atmosphere at the Aquamall SMART was electrifying, thanks to the team’s excellent performance in 2012-13. This year the event was strategic and there were no functional presentations.

The clear vision of leadership was outlined – to achieve Quality by adopting the “Quality…Quality….Quality” approach. The key strategies discussed were: Making all efforts to converge as ‘one winning team’; looking at vendor management and value engineering as the path forward; meeting changing dynamics of customer expectations; seeking business development prepositions other than EFL; and providing regular product training to field staff.

Division-wise plans for the current financial year also focussed on the interest shown by Lux International in sourcing products from AWSL; the New Product Development (NPD) team launching ‘X-Pert’ in the Consumer Division; the acceptance of a 3000 ppm target in order to survive competition; utilising the services of the WQA certified Aquadiagnostic water research laboratory for creating a niche in the market; creating a ‘Dream

Team’ in the Manufacturing/Technical vertical; and laying emphasis on the usage of SAP in every work area.Overall, it was a positive, motivating and collaborative platform on which each vertical gained the chance to

attend the presentations of other verticals and interact with colleagues across verticals.

Dr. Raman Venkatesh: Challenging Targets AheadDr. Raman Venkatesh, focussed on Aquamall’s goal of generating targeted revenues by 2017-18. He highlighted the urgent need for water conservation. He said that the year gone by had seen a lot of transformation, with the product audit team coming in. Focus areas for the year ahead would be: to deliver quality and defect free products as per the expectations of S&M; to adopt best practices across functions for success; and to become the de facto manufacturer of choice, not just for EFL but for preferred customers worldwide.

He highlighted the success of the audit system (QAT) and said that internal vigilance is the driver of growth.

Talking about innovation he gave the example of 18-year-old Ted from Africa who had innovated a product for taking a dry bath and had received the award for Youngest Student Entrepreneur. He said that this product was a ‘convenience’ for a rich man but a ‘life saver’ for the poor man.

Suresh Redhu, congratulated the team for their valiant efforts in the year gone by, during which their target was to perform at exponential speed in order to remain in the competitive market. He shared the improvement trend in the overall matrices on team building, T&D, communication, motivation etc. and said that these are the ingredients of a winning team. Six ‘Dream Teams’ have been formed to take up high-impact projects, which will deliver significant value to Aquamall.

He emphasised that the focus of the current year would be on making Aquaguard Water Solutions Limited (AWSL) a happy, energetic and responsive team.

Aim High with Commitment

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Achievements and Initiatives

Dr. Muralidhara Rao provided a detailed description of Aquamall’s state-of-the-art laboratory in Bangalore and its various water testing facilities. He emphasised that this is the only WQA certified laboratory in Asia.

Dr. Satish Kumar made an in-depth presentation on the ‘Relevance of an Integrated Management System in the Manufacturing Set-up’.

Puneet Tuknait presented the need for a succession plan in the present business set-up, in order to take care of career progression and develop future leaders.

View from theTop“Congratulations Aquachamps for your strong support in year 2012-13. It was nice to see that the pledge you made last year was realised in a systematic manner.

Our focus is to have a 100% product from concept to delivery in our portfolio and deliver the best quality at the best price and within the quickest time to the customer. Quality is nonnegotiable and this is a continuous journey.

Constantly learn new things and strive to create another champion, without fear. Train every single person under you.”

S.L. Goklaney Executive Vice Chairman

Ashu Khanna showed the savings in SCM and focussed on the future road map to attain greater highs. He stressed that other units like IWSL+FATL should use SCM for placing bulk supplies, towards better negotiations with vendors. He also focussed on the importance of demanding quality supplies from existing vendors and of sourcing new vendors towards gaining competitive pricing of raw material/consumables.

Yogesh Sangwikar laid a strong emphasis on Quality...Quality and Quality through automation and checks at every stage. He shared information about the quality complaints resolution of market

through QAT. He also focussed on systems and checks on IQC, PQC, PAT and vendor rating/evaluation, to ensure a defect-free product delivery to market.

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New Dream Teams Take on New ChallengesAnnouncing the new Dream Teams formed for the current year, Adi Shroff, Head of Corporate HR, explained the concept of coming together successfully for a cause.

“When we put a date to a dream, it becomes a goal; and a team is a group of like-minded people who want to achieve that goal. Whether we talk of the freedom fighters who stood on the ramparts of the Red Fort 65 years ago, or the victorious cricketers who won the World Cup in 1983 -- they were all warriors who came from ordinary backgrounds. But they all had super-human abilities because they had a dream.” So also, our Dream Teams are capable of achieving the impossible with their dedication and drive to perform.

Adi Shroff – Head of Corporate HR,

announces the new Dream Teams.

Dream Teams 2013-14Synergy

Defectives Management

Innovation in People/Talent Management

Growth in Storage Water Purifiers SegmentGetting Closer to the Customer

Mentors: A. V. Suresh and V. MathialaganMembers: Manoj Nag Choudhury, Ganesh H. R., Manoj Uprit, Vasudeva G. and Puneet Mishra

Mentors: Adi Shroff and Suresh RedhuMembers: Ananthraj G., Patricia D’Lima, Amrut Bhadale, Anurag Mohan and R. R. Prasad

Mentors: Marzin R. Shroff and R. K. GangulyMembers: Shashank Sinha, E. Siddiah Naidu, Abhay Kumar, Siddharth Singh, S. K. Sankar and Vinay Deshmukh

Mentors: Aslam Karmali and Raman VenkateshMembers: Venkat Pai, Imtiyaz Sayyad, T. Ravikumar, R. Vednarayan and Gautham Reddy

Mentors: R. S. Moorthy and Ashu KhannaMembers: Milind Karoor, Raja Subramaniam, Manoj Mishra, Kavita Gandhi and Atul Khandwal

Kudos to the organisers of SMART 2013! The Grand Finale!

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For the first time, evening entertainment on the second day of SMART showcased the tremendous talents of Eurochamps themselves. The performers were the top 13 winners of the EuroTalent Contest, which had been held earlier. There was ethnic, traditional, folk, Bollywood & break dancing; vocal and instrumental music; skits, Mullkhamb and much more…providing excellent entertainment for the 900-odd audience. The performances can be viewed

Aamir Md., Forbes Pro

Shobraj R., Direct Sales, Quilon

Anurag Mohan, Direct Sales, H.O.

P.B. Choudhary, Eurovigil, Kolkata

Piyali Chakraborti, HR, Kolkata

Nilesh Mishra, Direct Sales, Jalgaon

Narinder Kaur, CRM, Patiala

Nagaraj Ambig, Eurovigil, Bangalore

Shyam S.S., Direct Sales, Quilon

Rajesh Acharya, Consumer Division,

Bangalore. Judges

Core Leadership Team

Nilesh Sale, EuroSathi Division,

PuneEuro Able Talent

on euroshare.eurekaforbes.co.in. The Core Leadership team too put up a performance, which won rave reviews.The top three performers were Rajesh Acharya, Nilesh Sale and Narinder Kaur. Ajay Sachdev, the MC & Compere, took the entertainment levels even higher with his witty and jovial commentary. Ms. Binaifer Khanna did a great job in choreographing the CLT performance.

Arindam Mitra, HR, Delhi

EuroTalent

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