How To Not Serve Your Customers Deep-Fried Lizards

[The article was originally published in The Huffington Post on 15th Mar 2017]   Recently, a pregnant woman found a fried lizard amidst her fries in a McDonald’s outlet in Kolkata. The news caused much consternation, given that most people believe McDonald’s to adhere to international-level hygiene standards. Thus was clearly a food safety violation that could have caused real…

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5 Business Process Lessons From The Oscars Goof-Up

This article appeared in The Huffington Post on Mar 7, 2017   I had written sometime back that 2016 was a year of the unexpected. It now seems as if the trend is continuing into 2017. Who would have thought that the venerable Oscars would feature a monumental goof-up, wherein the wrong film was announced as the winner in the…

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4 Questions Indian Manufacturing Should Ask After The US Bedsheet Scandal

The piece originally appeared The Huffington Post Dec 1, 2017 As the India media got engrossed in demonetisation, the Tata boardroom battle and the US elections, a certain rather scandalous bit of news about a leading Indian textile company, against which class action suits are being filed in the US, seemed to have been largely ignored. This manufacturer had apparently…

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5 Crucial Skills That No Customer Experience Professional Can Do Without

First published in Huffington Post on Nov 24, 2016   I recently chaired a two-day “Banker’s Customer Experience Summit” in Dubai. During such international events many people reach out as it’s a great opportunity to network and cross-pollinate ideas. This time, a young professional asked me if I could spend some time discussing ideas with her. This person stood out…

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Taking over as a Process Excellence Leader? Ten Things you must do in first 90 days

Source – Originally Published on Jun 4, 2013 in processexcellencenetwork.com What you learn about your company in the first couple of months as Process Excellence leader is critical to determining how effective you’ll be, argues contributor Debashis Sarkar. Here are the 10 things you can’t afford to not to know about your company.  So you are just about to take…

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