Saturday, November 28, 2009

#2 Why Can't we make this happen in India?28 Nov 2009

AM I A FIREMAN YET?














In Phoenix , Arizona , a 26 year-old mother stared down at her 6 year-old son, who was dying of terminal leukemia.
Although her heart was filled with sadness, She also had a strong feeling of determination. Like any parent, she wanted her son to grow up &Fulfill all his dreams.. Now, that was no longer possible..

The leukemia would see to that. But she still wanted her son's dream to come true.

She took her son' s hand and asked, 'Billy, did you ever think about what you wanted to be once you grew up? Did you ever dream and wish what you would do with your life?'

Mommy, 'I always wanted to be a fireman when I grew up.'

Mom smiled back and said, 'Let's see if we can make your wish come true.'

Later that day she went to her local fire Department in Phoenix , Arizona , where she met Fireman Bob, who had a heart as big as Phoenix !

She explained her son's final wish and asked if it might be possible to give her 6 year-old son a ride around the block on a fire engine.

Fireman Bob said, 'Look, we can do better than that. If you'll have your son ready at seven o'clock Wednesday morning, we'll make him an honorary Fireman for the whole day. He can come down to the fire station, eat with us, go out on all the fire calls, the whole nine yards!

And if you'll give us his sizes, we'll get a real fire uniform for him, with a real fire hat - not a toy -- one-with the emblem of the Phoenix Fire Department on it, a yellow slicker like we wear and rubber boots.'

'They're all manufactured right here in Phoenix , so we can get them fast.' Three days later Fireman Bob picked up Billy, dressed him in his uniform and escorted him from his hospital bed to the waiting hook and ladder truck.


Billy got to sit on the back of the truck and help steer it back to the fire station. He was in heaven.

There were three fire calls in Phoenix that day and Billy got to go out on all three calls.

He rode in the different fire engines, the Paramedic's' van, And even the fire chief's car.

He was also videotaped for the Local news program.

Having his dream come true, With all the love and attention that was lavished upon him, so deeply touched Billy, that he lived three months longer than any doctor thought possible.

One night all of his vital signs began to drop dramatically and the head nurse, who believed in the hospice concept - that no one should die alone - began to call the family members to the hospital..

Then she remembered the day Billy had spent as a Fireman, so she called the Fire Chief and Asked if it would be possible to send a fireman in uniform to the hospital to be with Billy as he made his transition.

The chief replied, 'We can do better than that. We'll be there in five minutes. Will you please do me a favor?

When you hear the sirens screaming and see the lights flashing, will you announce over the PA system that there is not a fire?'

'It's the department coming to see one of its finest members one more time. And will you open the window to his room?'

About five minutes later a hook and ladder truck arrived at the hospital and extended its ladder up to Billy's third floor open window-------- 16 fire-fighters climbed up the ladder into Billy's room.

With his mother's permission, they hugged him and held him and told him how much they LOVED him. With his dying breath, Billy looked up at the fire chief and said,

'Chief, am I really a fireman now?'

'Billy, you are, and the Head Chief, Jesus, is holding your hand,' the chief said.

With those words, Billy smiled and said, 'I know, He's been holding my hand all day, and The angels have been singing.'

He closed his eyes one last time.

My instructions were to send this to at least four people that I wanted God to bless and I picked you.

Wednesday, November 18, 2009

#1 What is wrong with our Banks? 18 Nov 2009

18Nov 2009,

Before Bank Nationalization in 1969, Banks in India had an identity, image, reputation, reliability of their own, and their own personalized styles of functioning which distinguished them.
These were usually easily recognized by the customers based on the names, prior experience and consequent public perception...
Mrs. Indira Gandhi erased all these at one stroke by Bank Nationalization except their name identity.
The Banks got the official label "Government of India Undertaking".
And
Undertaking is exactly what they became.
Even now 40 years later they are struggling to find their identity and Purpose.

Undertaking as per the dictionary meaning and very relevant to the customer's experience is: n:
1. A task or assignment undertaken; a venture.
2. A guaranty, engagement, or promise.
3. The profession or duties of a funeral director.
As I have seen in my 50 plus years post independent India experience, any government finger that dipped into any successful enterprise pie, immediately assumes identity #3.
The profession and duties of a funeral director.

It has gotten to a point when one wonders if definitions # 1 and #2 were ever valid at all.

This is exactly what happened with Banking.

However this deterioration was not at one stroke.
It was perceptibly downhill nevertheless.
Consider the following personal experiences.
It is not as if I seek out such events so as to plague my life.
But they do!
Almost like Typhoid Mary.

1) An account payee check issued on a nationalized bank to the post office towards Bharat Sanchar Nigam Limited phone service. The post office tries to cash the check over the counter!
Bank tries to oblige.
But, in the process "Discovers" reason "account does not exist".
Dishonors, a four figure check.
The by then 15 year old account is even now operating.
Furious complaints and yelling’s later.
They manage to find the "Error/s" on the check leaf (incidentally all by the bank/staff).
4 digit account # scratched out and corrected to new 4 digit #,
Scratched out.
Changed to a wrong 11 digit new # because the cheque # stamper has to adjust a long 11 digit rubber stamp mirror image.
"Discovers" he made an error in the last four digits.
So Scratches that out and stamps 11 digit #.
Profuse and written apologies follow of course.
No mention of extent damage or dishonor to my reputation/image by this "violation".
2) Flash forward the same bank a few years later. Now in hi-tech mode.
CCPC (centralized check processing centre) mode presumably to speed up check clearance and increase efficiency, blah blah, blah.
This time succeeds in “DISHONORING" a SIX figure check.
To add insult to the injury they manage to include "No image of signature" addendum to reason #13 in form 1455 issued by the RBI.
Squarely, shooting themselves in the foot.
RBI rules should be sacrosanct to banks. They are not.
I do not think Banks have or should have the freedom to tamper with the reasons for "DISHONORING" a check at their whim and fancy.
Certainly not for their inability to seamlessly streamline check clearances from a central place?
Nor should they use the "DISHONORING" Power so carelessly, recklessly, irresponsibly?
It is to be used judiciously and in the rarest of rare cases like death penalty is intended. Because they are sentencing an individual's honor and image at the least?
3) Another Nationalized Undertaking! This time the famous ECS-Electronic Clearance System which can be terminated only by the user not the beneficiary (you).
A telephone service which has been availing ECS facility for several years now.
The Bank changes from 5 digit account # to 13 digits.
Why not 11 as in the other bank.
God only knows and knows best.

As a non superstitious individual maybe I should be scared or at least worried?
Of this unholy number 13.
The ECS payment is cleared.
But reverted in the next few days.
Result Penalty and lost cell phone service a vital essential Service.
Especially critical for an 85 year old severely debilitated lady -in fact resident at the same bank’s old age home facility!
I am still waiting for a blah, blah, response 3 months, 3 reminders, down the line.

4) In my attempt to safeguard the neighborhood's residential nature and quality being destroyed by a commercial Institution like a bank, in a residential building
My bank balance sheets with this bank are published in a court of law.
I complain about the gross uncalled for violation of the Banker's secrecy. in this act, the bank and its higher authorities claimed there was no violation in fact went to the extent of backing their erring colleague. They had a right to do so!
Totally illegal.
Of course they know it.
I did not have the wherewithal to further legal proceedings.
From a customer’s perspective, that particular foundation financial Banking Mantra- should be divulged only under mandate from a court of law when relevant proceedings are on requiring this information for just dispensation of justice..
There were none in this case.
Under no circumstances can it be voluntary act on the part of the bank.
It was..
5) Another even bigger nationalized bank. Son admitted to Purdue’s, Master's Program.
Eight digit deposits transferred at considerable loss of then valid interest rate.
Collateral for a six digit Education loan just a little over SBAR (prime lending rate).
4 digit processing fee paid.
Two days before travel.
Just to get dollars for half of the six digit loan.
Bank asks to shell out 60 percent of the cost of foreign exchange needed!
Sad I did not know about Margins. How they affected us or were determined.
Collateral, (ironical for merit students who need loans) the other ugly face of capitation fee indeed!
Mad scramble. To raise the urgent amount from other private sources.
Result: student loan not utilized.
Banks supporting, promoting, encouraging merit, reversing brain drain indeed!
6) Instances of “Dishonored” bank drafts- code # of signing official wrong- sent for clearing and lost, galore. Very purpose of Draft facility defeated.

Why do banks employ running mascara- female staff crying or Uriah Heepish- cloying humility, obsequiousness, and general insincerity hand wringing,- male staff mumbling about bank’s image.
To dredge out reserves of pity and charity of the customer.
Into withdrawing the complaint?
To pretend it did not happen?
Why not admit. Make a fair and just amends.
For “Dishonoring” the customer‘s reputation and image?
Why this .yours be damned aaattitude?
That is a gesture no Indian business will make. This is where we need a radical mind shift. We are fallible, we are willing to make amends. That is a more realistic approach than our current one.
We don’t make mistakes- E& OE excepted- errors and omissions excepted seen on the bottom of every demand.
The standard fig leaf for all inefficiencies we have come to tolerate.
Sweep under the rug.


So if one educated, assertive individual can suffer so many adverse experiences,
A reasonable assumption of one adverse experience per customer/year.
Should number in lakhs?

The problem as I see it is Banks are having a serious identity/ image crisis.
There is no individuality, No accountability.

Seriously eroded customer relationship. No sense of bonding or belonging either within the staff or with the customers.
The question of pride does not even arise.
The distinction service is ill defined or absent
Even if there is a glimmer of what that word means, for some. Their efforts to provide it are drastically curtailed by "RULES" and "REGULATIONS".
Add to it the total confusion whether banking is a service or an industry.
Ideally every field, banking included, should be a service and a hospitable industry.
Add to these the tremendous political pressures of core banking, globalization, world quality service.
The boundlessness of a global village is frankly threatening to most.
Are we not at least entitled to if not global village nee rural service?

No wonder demanding, assertive customers seeking seamless service are categorized” trouble”!
With a capital T.


We have not yet gotten around to even the basics sixty years post independence.

When will we?
.
Man’s general dislike of uncertainty and chaos are sought to be rectified by “Civil –Service- Rules”!

Which unless followed by all the people, all the time, they become meaningless mantras.

Exceptions have to be punished.
To create, uphold and dignify the justification of a society.

If not all the time, at least most of the time!
We are actively using “five+” senses, 24/7 for extrospection- using the five plus senses to perceive the world, looking outwards in all directions.
Never a moment for introspection.

So busy employing “five +” outwards, whither the time to follow?
Timeless India has no time to see the issues through.
Or worse, we expect those” who have nothing else to do”-NGO’s?-to do.
We do not even recognize that rights are the tails and duties the heads of being a citizen.
Under such circumstances most people are chary of utilizing the safe internet banking experience or advanced technologies like core banking which do not appear to translate into improving services the banks proclaim to provide.
Are we justified in our fears?

ACTION: Develop the perseverance to assert your rights to their logical end.
Don’t wait for someone else. DIY- do it yourself.
We, the 30 percent literate minority owe a duty to our majority brethren.
Because, they are unable to assert even if they want to.

M.B.Nataraj
Microbiologist-Medical Technologist
MS(Georgetown University, Wash DC)
Registered Medical Technologist (American Medical Technologists USA)
279, Mahalakshmi Lay out
Bangalore-560086.