Welcome

Welingkar
Education
We School

Name: Vijay Baliram Sawant Radha.

Course: PG Diploma in management (HB)
Adm.No: HPGD/JL17/0416
Batch: July 2017
 ACKNOWLEDGEMENT

The presentation information collecting

from we tube, we lounge, and news wire to
make this presentation.
I hereby declare that this is my original
work and has not been submitted or
copied from elsewhere.
 WE TUBE
Hospitality
Customer Service in a
Restaurant Business
 Why Do We Need Customer Service Toward
Service?

• Why do we need to treat customer well

• They are bread and butter to us
• If you are getting customers to your restaurants then only
they will have food and pay to you to run the business.
• They are the reason why company or restaurant exists
• When a company is ‘starting off’, it would be small and
would have few employees and a small customer base,
making it easy for the company to keep a hold on the
needs and expectations of the customers. However, as the
company grows, the number of employees and customers
grow too, with more channels for interaction but also more
room for error leading to a drop in customer service.
• The growth of a company is necessary but in order to
ensure that service remains consistence, there must be a
clearly defined customer service policy and adherence to
it should be mandatory for all in the organization.
• Since customers are the life-blood of any company, most
have now understood the importance of a customer
service policy to ensure that customers remain happy and
loyal to the company. It is oft repeated that gaining a new
customer is a lot harder and costlier than retaining an
existing one.
What is superior customer service?

• Providing service in a way which delights customer is good

customer service
• Service that exceeds the customer expectation and makes
you stand out from rest of the competitors.
• Service that makes your customer to visit again and again.
• Superior customer service is more than solving customer
problems and knowing the business's products well. It
definitely includes these, but goes beyond. Superior
customer service, which characterizes four-star businesses
such as Ritz-Carlton Hotels, requires staff to anticipate
customer needs, notes Paul Hemp, former senior editor of
Harvard Business Review, in his 2002 article, “My "Week
as a Room-Service Waiter at the Ritz - Customer Service
that Puts the 'Ritz in Ritzy."
• To anticipate needs means that employees must not only
have genuine concern for customers' well-being, but also
have empathy the ability to imagine guests' emotional
responses to their experience. In fact, staff must
continually put themselve in the customer's place.
Customers who feel looked out for, whatever their needs,
make return trips.
What Does Customer Expect From Us?

1. Customers want personalized interactions

Nearly three-fourths (72 percent) of customers expect the
customer service agent to know their contact information,
product information and service history when they contact a
company for customer service. In fact, “Not having to repeat
myself/get transferred to other agents” is the most important
factor of a good customer service experience.
2. Customers want you to be proactive
Seventy-seven percent of customers have a positive view of
businesses that contact them with proactive customer service
notifications.
3. Customers want to be heard
Half of customers in the survey don’t think companies really
listen to the feedback they provide about customer service.
 4. Customers want help fast
What frustrates respondents most about customer service is not
being able to reach a live customer service agent when they need
to. Nearly six in 10 respondents (57 percent) aren’t willing to wait
more than 5 minutes on hold.
5. Customers often want to start the service process online
It should be no surprise that younger consumers prefer to go
online as the first step in getting customer service. However, even
among those aged 55 and up, almost half prefer to go online
before making a phone call to customer service. In addition, one-
quarter of online customer service inquiries take place on a mobile
device.
6. Consumers want multiple options for customer service
The most popular methods of getting customer service are email
and telephone support. Following those are online support portals,
search engines , live chat and physically visiting your business.
However, there are some important age-related differences. One-
third of those aged 18 to 34 use social media for customer service,
compared to just 4 percent of those aged 55 and up. And 60
percent of Millennials use online chat, compared to 32 percent of
those aged 55 and up.
Best Practices to run a Great
Restaurant
Best Practices to run a Great Restaurant
The restaurant industry has always been challenging and it isn't
getting any easier. However, there are exceptional independent
operations that consistently find ways to prosper and thrive year
after years. This program examines 7 key practices used
consistently by many of the most successful independent
restaurants in the industry to delight their guests, grow sales,
control costs and produce stunning results. You'll learn how they do
it and most importantly, practical ways to put these practices to
work in your restaurant.
• Excellent customer service skills.
• Commercial awareness.
• Flexibility.
• Good interpersonal skills.
• Communication skills.
• Problem-solving skills.
• Organizational skills.
• Teamwork skills.
Team Briefing
Before the start of any operation, whether it is in the
Production, Housekeeping, Engineering, Telephones or
Service Department, it is very important that the entire
team meets from 15 minutes to 30 minutes, depending on
the kind of operation, (specialty dining rooms will need 30
minutes)  to collectively discuss important aspects of
successfully operating the ensuing shift. In 24 hour
operations, this forum provides a systematic hand-over so
that expectations or assurances from the previous shift can
be followed up and executed smoothly.

Main reasons for having a briefing : 

1.Checking preparedness
2. Sharing of Information
3. Motivating & disciplining
Checking Preparedness :
• Accessories such as Click pen, black pocket comb,  bottle
opener, handkerchief, match box, etc.
• Personal grooming - Uniform, shoes, socks worn well, hair
moustaches, nails, etc.
• Enough stock of drinks, menu cards, equipment, etc.
• What is not available - drinks, food, tobacco
• What substitutes is the chef providing.
• Reservations - Look at guest history register, check likes,
dislikes and share.
• Memos communicating in-house developments. Changes
in prices, new brands, testing new products, promotions.
Even news that may be perceived as unpleasant by
employees – has to be handled sensitively by the
manager.
• Mise - en - scene - A.C., bulbs, carpet, Tables, Chairs etc.
Equipment - Steam, Coffee Machines, etc.

Shift handover process?
All people are prone to making errors and this is more likely when
they are tired, under time pressure, or exposed to distractions and
interruptions (particularly when carrying out familiar/mundane tasks).
The goal of a shift handover is the accurate, reliable communication of
task-relevant information across shift changes, thereby ensuring
continuity of safe and effective working. 

The potential for errors can be dramatically reduced through good

design of procedures and equipment.

Consider the situation when a person with sole responsibility for a

task/equipment takes a break from work, then returns to the same task
following their absence. If the task has not been progressed/equipment
not used or altered by someone else, communication is not an issue. 

Contrast this with work which is shared between more than one person
or continues during an absence. Under such conditions,
communication and coordination take on crucial importance.
• Without effective handover measures the danger of assumption is
high. Imagine the scenario where an equipment fault is noted by
the operative as he nears the end of a long and tiring shift, he
makes a note to himself to raise the concern when he hands over
to the following shift worker.In their eagerness to get home he
forgets to relay the information, resulting in the equipment failing
and causing a costly accident. It is a scenario that is easy to
imagine as fatigue sets in and highlights the importance of
introducing effective communication during a shift change. In
dynamic industries, there is a disproportionate number of errors
and accidents that occur after shift handover. Good
communication is imperative and should combine face-to-face
two-way discussions between the shift workers, along with written
logs.
• Good to Go Safety encourages pre-use checks of workplace
equipment. The system is highly flexible to meet the demands of
all industries. By introducing a visual check of equipment before
the start of each shift, it eradicates the assumption that the
equipment is safe and has been checked because it had been
used by the previous shift worker.
• It places a responsibility on every employee to carry out
checks and take some responsibility for their own safety.
By carrying out checks whilst both the incoming and
outgoing workers are ‘crossing over’ it further strengthens
the opportunity to raise any issues or concerns that may
have been noted.
Etiquettes of Telephone Handling
• Telephone Call Receiving Procedure
• Things You Should Learn:
• You Should Know:
• Your system first. You should be able to identify what is external and
what is internal call.
• How to transfer a call.
• Some frequently use telephone code
• Country code for outbound calls
• How to put your caller in hold
• How to use different phrase while talking
• How to receive other's call in your phone, etc
• You should always have pen or pencil and small note books to write
down message or notes.
• Answer a telephone call within 3 rings.
• If you receive an internal call then you should start with a greeting then
your department name then your name then asks how you can assist
him.
• For example: namaskar, front desk, ….. speaking, how may I help you?
• For an external call follow this procedure: greeting then your hotel's
name then ask how you can assist him. For example: namaskar hotel
ABC hotel, how may I assist you?

A: during call:

• People easily become friendly and feel happy if you call him by his
name. So, first ensure how should you address him and then call him
by his name.
• While talking for quite a long time shows your caller that you are
eagerly listening to him. So sometimes making noises like “hmm”,
“yes”, “ok”, “I understand” can make the conversation spontaneous.
Otherwise in middle of a long discussing if you keep silent for the whole
time your caller may be confused whether you are listing or whether
you are still on line or not. So, don’t make your caller confused.
• Receiving call demands deep attention. If you talking over telephone
and at the same time doing other business then you cannot
concentrate on anything.
• So, if you really have to finish another job then it is better to hold the
caller or tell him that you will call him after a certain period of time.
• Make your tone as friendly as possible. Try to smile while talking, the
way you talk reflects in your tone.
B: Other People’s Call:
•Don’t say, you don’t, whether the person is whom the caller’s
looking for. Tell him that you will call him back after some time.
•If you can’t find that person then offer the caller to receive any
message on behalf of that person.
•If you know when the person will be available then suggest the
caller to call him.
•Don’t share any personal contact address as long you are not
sure enough about the caller. 
•Now we will learn some most common widely used
phrases and expressions used while handling calls:
•Sometimes by hearing the tone you may not identify whether
you caller is male or female. It is better to ask “How should I
address you?” or “May I have your name please?”
•If you need to transfer any call then say “Please allow me to
transfer your call to Mr. X. Could you please hold down for a
minute?” After that if the caller allows you and says Yes or Ok
then transfer the call.
•If you found the extension is not reachable or dead then say
“Thanks for holding. But I am afraid Mr. Y is not available. Would
you like to leave a message for him or call back later?”
• If you found the extension is busy then say “Thanks for holding.
Mr. Y is busy and still on line. Would you like to leave a message
for him or call back later?”
• While finishing a conversation say “Thank you Mr. X for calling.
Have a nice day.”
• Some common phrases are: “May I have your name please”,
“May I have your contact number please”, “Mr. X please let me
repeat the message…..Is that all right?”, “Mr. X could you please
hold down for a minute?”
• Always keep pad, pen or pencil to receive any message. When
you take any message try to write down these points of
information in clear handwriting so that you can understand next
time:
• Date & Time of the message
• Callers name
• Reason of Calling
• Message he left to deliver
• Name of the Guest, caller calls
• Guest’s room number
• Callers telephone number, etc.
• DOs:  
• Answer the telephone promptly within 3 rings.
• Make the caller know your work area, your name and offer
appropriate greeting. If it is an inbound call then just
mention your department and if it is outbound call then
mention name of the hotel with your identity.
• Always have pen and paper on hand, specially front desk
personnel should always be ready to keep records.
• Listen carefully. Pay close attention to details being
expressed by the caller.
• Make the caller feel that they have your undivided
attention. Make an occasional acknowledgment of what
he/she says. Mention the name of the caller, once
established.
• If you have to ask the caller to hold on, explain why. Wait
for the caller’s agreement before actually putting him/her
on hold.
• If you have to transfer the call, explain why and make
sure that the caller is properly introduced to the next
party. If the purpose of the call has been said already,
• If you say you will call back, do so as soon as possible.
Give him some sorts of idea that how long he or she need
to wait.
• Sometimes you may not understand whether the caller is
a man or lady. To be on the safe side politely ask his or
her name or you can say "how should I address you"?
• Repeat back any details and follow up in writing (if
necessary).
• Close conversation politely. Always say “thank you for
calling.”
• Let’s caller hang up first.
• Try to satisfy your guest with proper information. If you
don't know detail then
• transfer the call to the right person. Never give wrong
information.
 Human Resources
Behavioral Event Interview
• What is it? Behavioral Event Interviewing (BEI) is a technique
that asks the candidate to describe a situation or an experience
they had in a previous job. Responses may not be as polished as
the traditional type of question because they cannot be
rehearsed ahead of time. Nonetheless, the interviewer gathers
valuable information from experiential responses because past
performance predicts future performance.
• Why is it useful? It’s important to assess whether the candidate
demonstrates traits that fit your workplace culture. BEI
questions solicit real-life experiential responses that provide a
way to evaluate skills, knowledge, and behaviors versus
philosophical views. The candidate’s responses are a true
indication of how the candidate will behave and perform in
future work-related situations. Behavioral competency
assessment is an integral part of the performance management
process in high performing organizations.
• Who should use it? Behavioral Event Interviewing is helpful for
anyone conducting an interview, particularly the hiring
manager. The technique works well in a multiple- interviewer
scenario. Various questions can be assigned to members of the
interview team, or the hiring manager can seek multiple
perspectives if the same questions are asked by more than one
member.
• When is it used? Behavioral Event Interviewing can be used
to evaluate candidates for any open position. A critical
success factor in selecting the best candidate is seeking
adequate information to assess whether the candidate’s
skills, education, experience, and behavioral traits are a
good match with the key job requirements and your
organization’s culture.
• How is it done? A BEI template includes standard interview
questions. It is helpful to customize questions to align the
requirements of the open position and the organization’s
culture. Customization should be done prior to the interview.
Follow-up probes are used to further explore the candidate’s
response to a particular question. To avoid redundancy and
when time is limited, it’s beneficial to assign areas of focus
and specific questions to each member of the interview
team.
• The Warm-up of an interview begins with putting the
candidate at ease and making him/her feel welcome. In your
own words, thank him/her for coming to the interview and
express appreciation for their interest in your organization.
•  Task Preference – Compatibility Match questions help
evaluate whether a candidate’s task preferences are
compatible with the pace, people, task, and problem-
solving requirements of the open position.
• Function-Specific Competency questions help focus and
understand whether a candidate’s current knowledge,
skills and education meet the technical requirements of
the open position.
Travel & Tourism
Travel Glossary
• Airport Transfer – A transport service to/from an airport to
hotel, etc., normally prepaid as part of a package tour, but
available separately as well.
•  All-Inclusive –Should mean a plan that includes all meals,
drinks, tips, service charges, accommodations, some
watersports (usually non-motorized), etc. NOT all plans are
equal - be sure to inquire as to just what IS included and what
is extra!
•  Back-to-back ticketing – when the passenger combines two
return trips with opposite start and destination points but uses
only a single segment from each to achieve a lower overall
fare.
•  Baggage allowance – the weight of the luggage the airline
allows the traveller to check-in. Economy ticket holders are
usually allowed 20kg whilst business and first class
passengers able to take between 30-40kg depending on the
airline. Hand luggage is fairly standard between the airlines:
one piece per passenger and up to 8kg in weight though the
dimensions of baggage that is allowed can vary between
carriers.
• Blackout Dates – Refers to a date or series of dates on which travel
is NOT available. Can refer to airline, hotel or car rental arrangements.
•  Base Fare – The basic price of an airline ticket, before ANY taxes,
surcharges, airport fees, etc.
•  Cancellation Penalty – The monetary penalty due when travel
plans are canceled, usually after final payment has been made.
•  Capacity-controlled fares – a certain number of seats on a flight to
which a cheaper price has been allocated. This percentage changes
depending on how quickly the seats are sold.
• Charter – an aircraft which is used by a specific group be it customers
of a particular holiday company or an individual party.
• Commission – the percentage of a ticket price which airlines pay
their agents.
• Connecting flights – a journey where the passenger must change
planes to reach their final destination.
•  Corporate rate – this is the discounted rate that organisations and
companies can negotiate with the airlines. Often the company’s
country of origin will determine which airline it is – usually one of the
national carriers.
 
• Carrier – Generic term for any company that transports
passengers and/or freight.
• Duty-Free – Being exempt from any import tax.
• ETA – Estimated time of arrival.
•  ETD – Estimated time of departure.
•  FIT – Foreign independent tour – actually used generically
now for a travel package put together by a travel agent
from separate components such as car, hotel and airfare,
adjusted exactly as the traveler wishes.
•  Hub – a major airport where an airline has many flights
leaving to smaller destinations.
• Indirect flights – this means the passenger will have to
leave the plane at some stage during the journey – either
so that it can refuel or possibly so that the traveller can
change planes in order to complete the trip.
• IATA – International Air Transport Association.
• Indirect flights – this means the passenger will have to
leave the plane at some stage during the journey – either
so that it can refuel or possibly so that the traveller can
change planes in order to complete the trip.
• Joint fare – an arrangement between carriers to charge
special rates when a passenger uses their respective
airlines. The fares are negotiated by the airlines involved
and the price is nearer to what the traveller would pay
were they using just one company.
• Package – flights, hotels and services which are bundled
together and sold at a specific price.
• Passenger coupon – the final portion of a ticket which
acts as a receipt for the passenger’s own records.
• Standby – this is if a passenger holds a ticket that does
not automatically guarantee a reserved seat means
instead that they are waiting for availability.
Hospitality
Wine
What is Wine?
• Wine is an alcoholic beverage made from Grapes fermented
without the addition of sugars, acids ,enzymes ,water, or
other nutrients. wine is a fermented grape juice.

 Fermentation:
• A chemical process by which sugar is converted into alcohol.
• Sugar + yeast = alcohol + co2

 Types of wine
• Red wine
• White wine
• Rose wine
• Fruit wine
• Red wine :
Red wine is made from dark-colored grape varieties. The red-wine
production process involves extraction of color and flavor
components from the grape skin. Red wine grape juice fermented
with grape skin.
• White wine:
White wine can be straw-yellow, yellow-green, or yellow-gold.
Fermentation of the non-colored grape pulp produces white wine.
typically green or yellow grape use to making white wine .
• Rose wine:
Rose wine is made from dark-colored grape. rose wine grape pulp
and juice fermented for few day. Then separate the juice and pulp,
juice going to store and fermentation process. That’s why rosy
wine color light pinkish.
• Fruit wine
Fruit Wine is made from fruit juice adding preservative ingredients.
fruit wine made with apple.
 Vintage
• Year the grapes were picked
• Some years are better
• Great vintages don’t mean all great wines
• Each vintage is different

 wine storage
• Dark , well ventilated, and insulated room .
• Temperature controlled – constant 55-60f .
• No movement.
• Store horizontally, bin number.
NEWS WIRE
Subject : Human resources

DESIGNING THE WORKPLACE FOR THE FUTURE.

Tomorrow's workplace requires not only an action plan build,

but also the right mindset that generates the action plan.
Some insights
into what these are and why they are important to adopt.
 
There is so much talk but not much action around building
the workplace of the future. In search of the answer to the
issue of building the workplace of future, Ester Martinez,
CEO & Editor-in-Chief, People Matters, described in a
discussion session that clarity ,courage, and humanity are
three Ingredients for implementing transformation process
successfully. Many companies deal with problems of not
knowing where they are headed towards and thus, lack the
courage to move in any direction.
• Avoid categorizing generations Think about solutions
from a people and cultural perspective and then chalk
out the action plan, rather than from a generational
perspective

•  Retain Cultural Diversity Create a binding thread through

shared sense of purpose, while retaining cultural diversity

• Adopt an agile mindset Agile leadership is essential for

creating an agile mindset. It keeps culture in the center of
eccentric circles of structure and process

• Understand the dynamics of today & build for tomorrow

Build your workplace as a business team, keeping in mind
your future customer, i.e., as a virtual customer rather
than as an HR professional.
Subject : Human resources
• Co-working ventures in Bengaluru are designing niche
offerings to cater to different segments of professionals.
Some are even rolling out diverse experiences to keep their
clients engaged.

• Bohemian House, one of the newest entrants in the co-

working business in Bengaluru, offers seats for women and
members of the LGBT community at discounted rates

•  This is how it addresses the wage gap and inequality these

professionals
face in the job market,said founder Shalini Prasad Ever
since
she launched the 60-seater coworking venture for art
professionals
last month, differentiation has been the name of the
game.
• Given the lack of public spaces for artists ,this is a place
where they can feel comfortable working from ,”said
Prasad. Clients include café owners designers, painters
and art lawyers. As part of our expansion plan, we are
open to collaborate with similar co-working ventures. The
idea is to foster creative communities.”
 
• Co-working spaces, earlier dominated by startups and the
gig economy (freelancers), are now being occupied even
by established corporates. The demand is expected to
triple by 2021, said property consultant Knight Frank.
• According to its latest report, the first quarter of 2018 saw
co-working space transactions in India amounting to 2
million square feet, exceeding the annual tally of 2017
and 43% of these transactions were in Bengaluru, with
NCR being a distant second at 16%.
• To cope with the segment’s rapid growth, co-working
ventures in Bengaluru are designing niche offerings to
cater to different segments of professionals. Some are
even rolling out diverse experiences to keep their clients
engaged.
 
• So while Bohemian House is open only for creative
professionals, Solo
Cubes caters Mainly to freelancers Bigger players like We
Work and Awfis
are making their offices pet-friendly. Ventures like
Construct Startup Hostel offer entrepreneurs a
comfortable full-time stay, along with
facilities to work.
 
Subject: Human resources

WHAT IF AMAZON’S NEXT BIG INNOVATION WAS TO IMPROVE

THE JOBS OF ITS BLUE-COLLAR WORKERS?

• Earlier this spring, Amazon CEO Jeff Bezos released his

annual letter
to shareholders. Like every shareholders letter Bezos has
written
since his company went public in 1997, this year’s
version was
brilliant, entertaining, and filled with big strategic
insights and
gritty management takeaways.
• To my eyes, though, it was also missing something — an
omission that became even more glaring a week or so
later. For the first time, public companies were required to
publish not only compensation figures for their CEO but
• As the Wall Street Journal noted, median compensation at
many high-tech companies was astounding $240,000 at
Facebook, for example, and $253,000 at a biotech firm
called Incyte. At Amazon, though, median compensation
was only $28,446 evidence not that Jeff Bezos is cheap,
but that Amazon’s workforce is fundamentally different
from the coders and engineers who populate most high-
tech disrupters. As the Journal noted, “Most of the roughly
half-million employees at Amazon unload trucks, drive
forklifts and walk miles collecting products to fill orders.”
• Here’s hoping that next year, one of the world’s most
celebrated CEOs can describe how he and his company
are reinventing normal for the hundreds of thousands of
workers who toil in its warehouses. That would be a letter
to shareholders the whole world would be eager to read.
Subject: Human resources

FLIPKART-WALMART DEAL TO CREATE 10 MILLION JOBS IN

INDIA.
• the deal not only allows both companies to benefit from
each other's expertise, but will also boost the Indian
economy in terms of job creation.

• Walmart CEO Doug McMillon has stated that the Flipkart-

Walmart deal will create around 10 million jobs in India over
a period of few years. This includes both direct and indirect
jobs. The US-based retailer announced earlier this week
that it will buy a 77 per cent stake in the Indian e-
commerce major for $16 billion.

• Walmart India said that it will create jobs by developing

supply chains and commercial opportunities, along with its
investment which will create new direct jobs.
• Also, Walmart’s collaboration with Flipkart will support small
businesses by procuring directly from them.  It said that it will
support farmers by sourcing its inventory locally. The deal will
also see significant inputs into the supply chain, with focus on
cold storages ,to check wastage of perishable agricultural
produce . The US retailer will also partner with Kiran a owners in
India to help them reform their retail practices and adopt digital
transaction technologies.
Subject: Innovation

THE ROLE OF INNOVATORS AT LARGE ORGANIZATIONS

• In-house innovation programs continue to proliferate and

our concept of the innovator has evolved alongside them.
Now we no longer think of a creative genius sitting alone
in their tower coming up with creative ideas.
• Now, innovators can play a number of different roles
within an innovation program beyond idea author.
• A lot of interest and attention is being paid to this
concept, because organizations that are looking to
sponsor and train innovation skills at their organization
need to understand what skills matter most when it
comes to creating meaningful change.
• After all, it’s an important part of professional
development nowadays. Every employee at any
organization needs to be able to keep up with the rapid
pace of change. So here are a few of the roles that
innovators play at large organizations.

• Connectors
• Culture Creators
• Problem Solvers
• Change Makers
Subject: Innovation

WHY INDIA INC HAS STARTED LOOKING FOR CHIEF INNOVATION

OFFICERS

• The role of chief innovation officer seems to have become

one of the hottest C-suite roles in corporate India at the
moment. From Panasonic India, which announced the
appointment of Manish Misr a as its first chief innovation
officer about three weeks ago, to food startup Fresh Menu,
which says this role is critical to its plans to scale up,
companies are carving up space for innovation honchos.

• The role is different from that of a chief digital officer or a

chief information officer — roles that are more structured
and have a clearer agenda. “The innovation officer could
potentially create a much larger impact,” says Rath.
  
• However, one size does not fit all. At Fresh Menu, chief
innovation officer Tilak Vel works with multiple functions,
including supply chain, customer relationship management
and operations.
• “My role is 60% product innovation and the remaining time is
spent on other aspects.” Tilak and his team innovate close to
200 new dishes a month, out of which 100 are created. Only
50 eventually make it to the menu.
• So who has the best shot at making a great innovation
leader? BTI’s research shows that companies are looking for
people with an ability to demonstrate expertise and capability
as a leader and strategic thinker. Top desirable traits include
business acumen, external customer focus, understanding of
the organization, creativity, change leadership, operational
literacy, the ability to build networks, and ability to build
balanced, trusting relationships with partners.
 
• While the jury is still out on whether having a chief innovation
officer helps a company innovate better, the rush to look for
this unique mix of talent continues.
Subject: Innovation

INSPIRE INNOVATIVE THINKING

1. Think Inside The Box
While “think outside the box” is often the go-to advice for
innovation, it may not be the most helpful suggestion.
Challenging the status quo and breaking through constraints
might work from time to time, but, according to Imber,
embracing limitations is actually the perfect incubator for
innovative thinking. "Creativity loves constraints,” she said. “The
hardest condition in which to think creatively is when you have a
blank sheet of paper with no rules.”
2. Hit The Sweet Spot
You need to give yourself and your staff the appropriate level of
challenge, Imber said. You want problems that are difficult, but
not to the point that you become overwhelmed or stress sed.
The level of challenge should match the skills and resources to
solve the problem effectively, she added. And boredom is the
enemy of creativity. If teams don’t feel challenged by a task,
they’re not going to be able to think innovatively about it Like
wise, when they are overwhelmed, creativity suffers.
3. Don’t Underestimate Autonomous Thought
While a team brainstorming session is a common first step
when looking to solve a problem, Imber discourages the practice-
especially for more introverted team members-because, she said,
it encourages group think and has been shown to be ineffective.
Rather, an effective structure for problem-solving is to have team
members work solo at first, coming together to collaborate once
everyone has had the chance to form individuals views and ideas,
she said. Autonomy is really important, Imber said. People need to
be given the freedom to solve problems the way they want to
because micromanagement kills creativity.

4. Open Your Mind, Expand Your Experience

You cannot be closed-minded,” Imber said. “Someone that
demonstrates openness is someone who enjoys trying new things
and experimenting with new ideas. She also said that effective
innovators are almost always people who have read widely and
have a broad range of interests. Effective innovators are T-shaped
as opposed to I-shaped Imber added. Psychologically speaking, I-
shaped individuals are incredibly gifted in their field of expertise,
but less so when it comes to diversifying or working outside of it.
5. Use Your Unconscious Mind
While it’s important to clearly identify the problem at hand,
Imber also suggested that innovators should actually stop
thinking about it. At least for a while. “Our unconscious
mind is a very good problem solver and excellent creative
thinker, ”she said. “Go for a run, sleep on it, or turn your
attention to other projects. Make sure you leave time for
ideas to emerge. At Inventium, Imber practices what she
preaches. “We have a regular strategy days, and I set
myself a week to contemplate some of the problems and
opportunities that I want to think creatively about,” she
said.
Subject : Innovation

HERE ARE THE SIX BARRIERS BLOCKING INNOVATION

• In short, it is the sum total of the value generated from

changes in the processes, products, and services that
enhance quality.  To create value means creating value
not just for your customers, but also the employees.

The barriers blocking innovation is :

• Of time or budget.
Time or budget is most important element for making
Action plan . Time used for deadline processes
making production. Budget decide the product price and
benefit of organization.
• Not having the right people.
Not having right people you should brief the people about
product and making process you should check every time
the people following every process.
• Know your people.
You know your people ability and disabilities. You know
about people how they work .
•  right resources.
You don’t have Right resources your decision should be
wrong. you don’t have right resource or knowledge
planning should be a mashup not concluded.
•  Create an innovation.
Create means making idea, cerate innovation making
product, process, packaging etc..
Subject: Innovation

USING FAILURE TO SPUR INNOVATION

• Importance of Failure:
• The idea of failure is rather contradictory of itself. Though
everyone wants to succeed, being afraid of or thinking you
are immune to failure can damage your future.
• Failing can help spur your innovation and creativity by
helping you see beyond your original idea.
•  idea Failing can help you push past it and expand the
original idea into an even better success.
• The worst part about failing is losing sight of your goals,
but getting up after failing can help you realize that failing
isn’t permanent. Staying positive about reaching your
goals can be hard, but failing can teach you a new
meaning for success.
• Accepting the fact that everybody makes mistakes, being
kind to yourself, and not letting errors keep you down is
how you can turn failing into success. They can even help
you take a deeper look into your ideas and get farther
than you ever would have gone if you had kept on only
trying the things you are good at.
• example is failing at work. For instance, a project
manager can fail at their job if they produce low-quality
work and end up with an unhappy client. However, that
project manager can learn from their mistakes and make
risk assessments, check the quality of their suppliers, and
use a better organizational system.
Subject : Human Resource

HOW TO CREATE A HAPPY WORKPLACE.

• employees to feel valued:

The whole objective of HR activities is to make the
employees feel valued and important to the organization's
growth. There has been enough research done to prove its
correlation with increased productivity.
• Create a positive atmosphere:
A positive work environment is necessary for an organized
way of working. Employees should enjoy their work and be
flexible and comfortable with the working atmosphere.
• Motivation :
Motivation work is most important for the organization and
employees. Motivation boost up employee and employee
should be enjoy the work place and committed to the
organization.
• Get employees' feedback and opinions:
Including them feedback and opinion in production
making to help to get easy decision making . Ask employee
opinion for manager and organization behavior. They should
always feel comfortable to share their feedback and
opinion.
• Organizing training workshops and fun activities:
Training session for employees can inculcate more
knowledge in them and make them a smart worker. The
training workshops increase their thinking ability and boost
their self-confidence. Holding fun activities can refresh and
motivate employees to excel out further. Team building
activities also enable them to connect with their fellow
employees and improvise cross function amongst
departments.
 We Lounge
Mr. Gautam Borah
Vice president - customer service operations at
Vodafone India.
Learnings:
• Mr. Gautam Borah who comes with over 20years of experience in
service assurance, business transformation and customer service
operations .
• He holds a master’s degree form university of oxford .he is an
author of book monetizing innovation (Bloomsbury, business
transformation.)
• He comes with extensive experience of leading multi geography
operation and cross functional teams.
• He is a result oriented professional and having strong influencing ,
pursuance and collaborative skills.
• He is currently heading customer service operations for
Vodafone India group and is responsible for setting up the
customer operation and experience strategy for regional
operations
• He has also worked for Reliance info, as business excellence
and was responsible for deployment .
• In India it was released by Dr. Harshvardhan minister of
science and technology. Date of release 2016.
 Happy customer?
• Buy more from you!
Customer buy you product, customer tell to other
buy you product. Happy customer is binoculars you always
focus your customer. always catch the customer towards you.

 What is customer service ?

• Customer service you always to connect to the ground. Then
you know what customer says, What they went. you beat the
heart of the customer that’s the beauty company and
customer relation.

 How big customer service in India?

• In India 30% customer complete or problem address to the
online channel. in India 64% customer use customer call
center. In Hong Kong 26%,Italy 26%,Mexico 25% customer
complete on online channel. In India 84% consumer decide on
company go to buy product depend on customer service.
 What is the one thing you like the most a least about your
job?
• Most like job requirement change everyday. some time is
too much requirement.

 What is your strain? What is your weakness?

• Strain would be disciplined. Become quite reactive.

 Describe Gautam Borah in one word?

• Gautam Borah is passionate.

 Describe what Vodafone India group means to you

• It’s like a family.
 Mr. Rajeev Singh
President, RAK Ceramics, India.
• Learning
• He Is business operations of world no.1 ceramic
company's M/s RAK Ceramics India Pvt Ltd.
• He has successfully fulfilled the company since last 2
years from 400 crs to 800 crs.
• Started as Technician and now president of RAK.
• Engineer by profession.
• In JK Cements was offer portfolio of sales and marketing.
• Later with L&T.
• Best companies to work with were L&T and Future group.
• Joined H&R Johnson as Regional Head did a key role of
getting customer outstanding from 180 days to 21days.
• The problems by the customers were resolved.
• Which created a good business.
• Kajaria is the best selling brand in tiles.
• The best period to with best result and reward.
 MR. Apurva sircsr
Head – Brand insights PR and digital marketing VP at IDBI federal life
Insurance.
Learning:

• He come with extensive experience of how to make

brands more relevant and attractive to consumers, by
using faculties of both the left brain and right brain .
• He has demonstrated ability at leading and managing the
marketing function in diverse industries across durables,
FMCG, frequent use financial service and long term
financial services.
• He has a passion a for inculcating and maintaining
positive environment around him.
• Kotak credit cards lunch project.
• Cards lunch 2008 .
• 2008 to 2009 year worst time for the credit card huge loss
.
• How to use consumer credit card.it useful for life
transaction should be easy.
• Customer should by buy this product.
• Customer should be use the new feature and new
product.
• Start adverting using mass media and net, social site etc.
• how to uses increase .
• He work on Birla life insurance and he also learn category
of customer.
• he work as a trainee event management and now he work
in IDBI life Insurance.
 Apurva tell about the company and culture?
• People coming back to office in working day view
identifying what IDBI life insurance stand for view want to
change the police.
• View want to satisfaction of company and customer view
want more customer buy the life insurance for IDBI.
• Today week making a new policy and you working on Monday
the people to come to buy the new policy
• Apurva always work home policy and life policy I really like that
IDBI because they not making a typical policy.
• We do for the customer marketing and other companies not
doing for customer. That’s the difference between IDBI and
others.
THANK YOU.