Today, we discussed the ITC echoupal initiative and drew significant service lessons from it. Firstly, that service orientation is not limited to customers and employees alone but also to suppliers. Yet another key insight of the discussion was how ITC took significant risks in developing the social contracts to ensure an efficient supply chain. The last key insight was about how the ITC reinvented the farmer engagement initiatives by weaving it into the social fabric the farmers were already a part of.
As practicing managers, sometimes you have to think radically differently to redefine your service concept and rethink the type of interactions your employees, customers or suppliers are having. Here is a link to a talk by Prof. Kamalini Ramdas, of the London Business School who is a key proponent of innovation in services through radical rethinking of interactions. Full article here: https://hbr.org/2012/12/four-ways-to-reinvent-service-delivery/ar/1?referral=0060
If you feel the above video is too long, here is a link to two and a half minute version of the talk which pretty much gives the gist.
https://hbr.org/2012/11/dont-be-afraid-to-rethink-your.html
1 Comment
Suman Saurabh
9/12/2015 03:54:33 am
Very interesting and innovative approach by Dr. Am; .but it also compromises with patient's privacy......Might be he/she would not be comfortable enough to share some things in front of other patients, specially if they are known to him/her......Although it's quite time saving but can't be generalized.
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