The customer is the sole focus of our business.

We constantly direct all our efforts towards achieving maximum customer satisfaction by delivering products and services to the best value and quality. We strive to honor our commitments, implied or expressed to both our internal and external customers. We stress on integrity, transparency and consistency in all our dealings. We always strive to a trusting, mutually beneficial and long-lasting relationship with out business associates. We seek to maintain a warm, positive and friendly work environment where everyone shares a mutual feeling of respect for each other. We encourage teamwork, motivate and train our people to perfect their skills for the benefit of the individual and the organisation. We set, communicate and pursue clear operational guidelines and business strategies. We empower people at appropriate levels to achieve their goals. We recognize and reward merit and performance. We strive to make the organisation a responsible corporate citizen.

The Harvard case study primarily concentrated on a unique tool that we have institutionalized at Eureka Forbes called Bettering the Best. This is a diagnostic tool that captures moments of truth (customer touch points) and, in the process, helps our Eurochamps better their productivity and overall performance across diverse facets. It assists out leaders in identifying latent potential for development as well as enables them to understand the strengths and areas for improvement of their people. Compensation for our sales force is squarely linked to performance with fixed and variable components for all levels (the fixed to variable ratio varies for each level). Performance is regularly monitored through our Performance Review and Development Plan (PRDP), which is applicable for all levels of Eurochamps. This unique tool tracks performance not just on sales numbers but on various competencies and developmental milestones as well. We publish attractive bulletins every month that give regular recognition to the top achievers in sales till date. This generates a lot of excitement as sales people vie with each other to find a place in the coveted achievers clubs - Club 100, the companys most prestigious Champions Club which recognizes the top 100 sales people, rewarding them with a holiday-cum-recognition at exotic locales like Dubai, Macau & Hong Kong as well as the Silver Circle Club, which honors the best among the best in sales and where about 1,000 top sales people get personally felicitated with great fanfare by the Top Management. Five time (consecutive) qualifiers at the Silver Circle Club are honored as Living Legends of the company and earn a week-long trip to South-East Asia. 10 time (consecutive) qualifiers are celebrated as Pioneer Living Legends and rewarded with a trip to Europe. Over the years, these strategies have helped in building and driving the performance culture that Eureka Forbes is known for.

At Eureka Forbes, we strongly believe that if money was the sole motivator for working with us, we wouldnt have retained some of our best people. We are firm believers in the saying Success is directly proportional to the love of what you do. When an employee achieves something extra from others, he needs a pat on the back, an appreciation that lets everyone know that he has done a remarkable job. This is the philosophy at Eureka Forbes that makes our Eurochamps go beyond their roles and raise the bar of performance. The recognition certificates on landmark sales serve this very purpose. They also serve as stepping stones that spur the sales people to

cross the next landmark. In fact, each passing sale motivates them to perform better. The Circle of Champions has been specifically created to provide Eurochamps with a continuous platform to pursue higher and higher levels of excellence. It has had a considerable impact on employee retention. On confirmation, a Eurochamp enters the blue level of the Circle and, as her / his performance accelerates, journeys up to the other levels (bronze to silver to gold), earning greater recognition and rewards at each level. Special unique identification has been designed for each level along with training and learning opportunities to enhance performance and growth. The Circle of Champions helps Eurochamps put their careers on the fast track and lets them bring their aspirations and dreams to fruition. Recognition and celebrations are often done in a way such that not only the Eurochamps but their respective families get recognized too. This simple objective makes Eureka Forbes a large family of successful and happy individuals.

Ranjan Kumar Ganguly joined Eureka Forbes in March 1981. Ganguly Da, as he is fondly called, has the distinction of being the first employee of Eureka Forbes. Starting as an Accountant at the time of the companys inception, he rose steadily up the corporate ladder, ultimately heading Direct Sales for the Eastern Region in 1994. At that time, this region was contributing 7% to the national kitty. Under his able leadership, it grew by leaps and bounds to become the fastest growing region with a contribution of 20% to the national business in 2010. In the interim, the company underwent a major organizational restructuring in 2000-01 and Ganguly Da took over the operations of all business channels and support functions of the region as the overall Region Head. In January 2007, Ganguly Da was given additional charge of overseeing the Direct Sales operations in the Northern and Central regions as well. The year 2009 saw him taking on the responsibility of Service Operations for all business verticals. Customer Service, as a business line, needs deep insight and understanding, along with a commitment to value-driven leadership and a high people focus. With the relentless focus that is so typical of him, he has ensured that all these aspects have been firmly entrenched in the Customer Service & CRM functioning, taking EFL to even greater heights. The host of accolades that the Eastern region has earned over the years bears ample testament to his leadership qualities - Best Region for Accounts four times, Best Region for Service for the last eight years, and the highly coveted Managing Directors Award for overall business excellence four times in a row! This region is also the first in the company to earn an ISO certification for service operations in Kolkata and Bhubaneswar. Ganguly Das core belief has always been a team with a unified focus can achieve wonders. And over the years, this belief has been vindicated several times over. He has been instrumental in developing several leaders of high calibre who are now in senior leadership positions in the company. Today, Ranjan K. Ganguly is part of the Core Leadership Team as Senior Vice President, Customer Service and a critical player in strategic business initiatives such as the implementation of SAP across the country.