One keeps on hearing the word World Class, these days! What is World Class anyway? World Class means (an activity, a thing or a person of or among) the best in the world! The world is full of people, with thought processes or activities where someone is trying to do something or to produce something even better than its quality level at that time. This thought process came in my mind when my friend Shyam visited another friend Vijay’s manufacturing unit. Shyam said that Vijay has created a World Class facility.
How does one become world class? How does one create World Class facility or products? Simply by being world class. To become world class, one needs to be open to the idea that there is someone always better than you! There is always something better than what you produce. You need design, product or service, consistency, ability to convince people to buy ideas or products at the price such that the organization remains continuously and highly profitable. The reason for this is that world class companies reinvest large % of their profits into R&D! This indicates continued resolve to improve on quality. Apple and Nvidia are such companies which are relentlessly going for better and improved products. They reinvest huge amounts in R&D. Another thing such companies do is to change their thought process 180 degrees, if required. Classic example is Microsoft. Once they realized that they will not be able to compete with Android and IOS, in cell phone arena, they changed their policies in such a way that they call themselves company making software products which are support systems for other Software companies.
Talking of Vijay’s organization Connectwell, he was always thinking big and bold for more than 20 years. 20 years back the company was much smaller, but they were bold and could see eye to eye with large world class players. How did they do it? They have been taking part in Hannover Messe, exhibition of industrial products since 1997. This has been a huge investment. This shows that they have been profitable, bold and confident! I am sure initially they must have felt a bit down, looking at international competitor’s products. But they continued to take part with better products; I am sure the competitors must now be getting weary. Vijay’s continued and relentless drive to become and remain world class makes his company work harder, smarter and sharper!
As against these, companies like TCS & Infosys have chosen to follow a different a path. I am not blaming anyone but it is a path that they wanted to choose. Recently, they used their cash kitty of 2 to 3 billion US dollars to buy back shares from public. If there were a threat of some other company buying them out, then it would be a smart strategy. But I feel that they don’t know what to do with the stock pile of dollars, they did not probably know how to profitably invest this kind of money to reinvent themselves. They probably want remain followers, instead of becoming leaders. There are Indian companies who have shown the hunger to become world class. Tally and Quick heal names come to the fore. They have relentlessly done things and kept their flag flying high with quality of their products!
You don’t become World Class just like that. It is the people who make companies and societies World Class. Taking example from cricket, in the early 70’s Sunil Gavaskar, World Class diminutive Indian cricketer looked into the eyes of the opponents. He created a culture that Indians can become World Class. He was bold in his game but was a gentleman too! In early 80’s, after India won three consecutive major tournaments in three years, an Australian reporter asked him in an interview the secret of India’s success. Gavaskar asked the reporter, ” Have you seen the movies Jaws 1 and Jaws 2 and so on? ” Reporter was confused and said, ” I have not understood what you are saying.” Gavaskar said tongue in cheek, ” India’s success was same like Jaws, Luck 1, Luck 2 and Luck 3″. Gavaskar had in him to take on the world. Normally he showed it with his bat.
Sachin Tendulkar story is even better known as he became a World Class act from the age of 16. He again was diminutive but his motto was practice, practice, and practice. He was never afraid to attack deadly bowlers looking into their face! He gave nightmares to the world class spinner Shane Warne! Sachin simply wanted to be world class. From these small islands of Gavaskars, and Tendulars India is becoming a super power in cricket and has created an assembly line of World Class players and the team! This is how nations become World Class.
Whenever I travel internationally using Delhi or Mumbai airport, I can see that we have World Class infrastructure. Getting into other airports, I feel that India is getting better and better, in islands of supremacy. But this drive has to start in people, should percolate to more and more people. With success, we get confidence and confidence leads you to become World Class.
What has people got to do becoming a World Class nation? Everything! If people are World Class, the nation can become World Class. To become World Class not everybody has to be World Class, but everybody in the system must be disciplined, knowledgeable in what they do. They should be passionate about what they do. It could be a policeman, it could be a pedestrian crossing the road. If you don’t cross roads by following basic discipline, the system gets chaotic. A construction site worker should be proud of his method of pouring concrete, the planner should be proud of the way he has planned. A grocer should be proud that he is not cheating his customers, profits will come automatically if he gets more and more customers because of quality of products he sells and quality of service he offers. His quality of service will improve only when all people in the shop are proud of the work they are doing.
I will share with you how confidence about ones own quality helps. A team from India was to travel to Japan to visit an organization. They asked the hosts how much buffer time they should keep after traveling by Shinkansen before catching a flight. They got a reply that they need not keep any buffer because Shinkansen never gets late. It gets late only if there is a major earthquake.
The system becomes World Class when the lowest denominator in the system becomes World Class, when the lowest denominator is proud of what he or she is doing! I see this attitude in many places world over, people will go out of their way to please the customer. Do we see this in India? Yes, but only in islands. But for this to become a way of life, attitude of everybody towards public discipline, public cleanliness must change. This is because these are the most visible things in any society. We do see islands of such places in India but these islands must get connected and become a society of World Class things, services and products. It is Vijay’s of our society who have done it. Connectwell (http://www.connectwell.com/global/home.aspx?lang=en®=IN) is doing it and I am sure this is passed on to the next generation. If all of us try to make an attempt, to make the small eco system around you, world class, it is doable. You can have surroundings around your home clean and neat; you can make your personal service providers like milkman, newspaper vendor, car cleaner, home support servants do things in a better way. Once they understand that it is doable, they in turn will tell their own eco system how to do things better. How to be relentless in improving quality of what we do, how we do. The chain has to continue.
It is pretty simple. When you wake up every day, tidy up your own bed….. yes, it starts with you. Make it tidy as if your work is going to be inspected every day! And yes, you yourself inspect it. It better be World Class!