Re: [India_Vision_2020] How small and subtle things make a great difference! An experience in IIT

Very nice...This story made my day... I know of many many people who have called for meetings and at the appointed time, have not been at their seats, and not even made an effort to notify the other person of the absence...but I was quite pleasantly surprised when you spoke about how Prof Ananth called you in, introduced you to all, and made arrangements instantly thru someone else.

My manager used to tell our team, that just delivering to the client mechanically what he asks wont help...and he is famous for a Mc Donald's story... How the burger company, doesnt leave the kids leave the store just with the food that they paid for, but they also give a small toy to the children free of cost, it maybe small, but that kid is happier with the toy than the food...and this is the free toy taht we shud be aiming to give to the client.

In the anecdote that you have narrated here, the human touch is the toy, and it is clear that toy has touched us all more than the hall or the food or the arrangements.

Thanks again for taking the time off to write this down.

Regards,
Varun
DreamIndia
www.DreamIndia2020.org
The Life is short; the vanities of world are transient but they alone live who live for others;
The rest are more dead than alive - Swami Vivekananda

On Mon, Jun 29, 2009 at 12:17 AM, Prime Point Srinivasan <prpoint@gmail.com> wrote:

dear friends

Many Corporates and individuals talk about brand, reputation, image, etc. etc.  Many of them spend tons and tons of money in the 'so called brand building'.  Even after spending huge money, their stake holders do not perceive them well.  What they miss out to see?

I share my experience with Indian Institute of Technology, Chennai when we conducted Action 2020  Second UnConference on 27th June. 

One month back, we approached Indian Institute of Technology, Chennai for getting a hall free.  On seeing the purpose of the meeting, Prof. Ananth, Director sent a mail back to us saying that he was willing to provide free a good A/c hall and also lunch and other logistic support to our meeting.  We were thrilled by that.  He had also asked me to meet him on 23rd June to finalise the logistic needs.  He gave me the time at 10 AM.

When I went to the Office of the Director, he was in an unscheduled urgent meeting with all the Deans of IIT.  On knowing that I had come to meet him, he immediately allowed me inside and introduced to all the other Deans and within five minutes, he completed the discussions and asked his Secretary to organise every thing.  He also asked me to see the allotted hall and give our requirement to the officers there.

Mr Sehsadri, PS to Director took me to the Hall.  By the time, I went there, many senior officers of IIT like Chief Security officer, Deputy Registrar, Placement officer and Executive Engineer  were there.  They quickly took down our requirement and gave me few mobile numbers to reach them in case of need.

On the event day, i.e. on 27th june, when I went to the hall at 8.30 am, I noticed one officer reporting to some body on mobile about all the arrangements that was completed.  He also informed him on the other side that I have arrived there.  Within 5 minutes, Executive Engineer of the IIT came to the sport and verified the arrangements and gave me his mobile number to contact him for any need.

After the start of the meeting, the Prof. Ananth, Director of IIT and Prof. Chandy Dean of students (both are Internationally renowned professors)  personally visited and spent around 15 to 20 minutes interacting with the young participants, in spite of their tough schedules of admission, etc on that day. Though, Saturday being weekly off, Mr Seshadri, PS to Director also visited and checked about the arrangements frequently.   

The lunch was arranged in Himalays, a mega dining facility at 1 PM.  When we went there, we were surprised to see two Senior Professors of IIT, including Dr Mani, Chairman of Council of Wardens receiving us at the entrance.They  joined us for lunch and stayed with us, till we left the dinning hall.  (later I came to know they had to present papers in another Seminar at 3 PM).

I have organised many such events with sponsorship of various  Corporates and Institutions.  They used to give money or support.   It was more a 'donor and donee relationship'.  It was more mechanical.  May be the quality of hall and food might be same.  But here in IIT, they added something more - that is a human touch.  They never treated us as a  beneficiary of their gesture or donation.  They treated more as an 'Honourable Guests' in their home or like an 'Adithi' in our traditional style.  

I find in may Corporates, this particular human touch is missing.  We spend lot of money, but ignore this.  That is why many Institutions and Corporates  are not able to make a difference.  Many of us do high quality work mechanically.  We never add the small and tiny flavour of 'human touch'.  

For an Internationally reputed organisation like IIT, a small meeting of 70 young students and professionals, a simple matter.  Any HOD can take a decision and issue an order.  It can go mechanically. 

But the subtle difference  remains  in their humility and simplicity.  I have seen people in Corporate world, people  with one thousandth of IIT Director/Dean  caliber being arrogant.  On the contrary, world renowned personalities remain simple and humble.  The participants of our Action 2020 UnConference got inspired from their simplicity.  

I could not resist sharing my thoughts with others.  Moral or the story :  

It is not 'what' you do matters.  It is 'how' you do matters. Only now, I realised the secret, why IIT stands out at International level.  -  It is their perfection coupled with human touch in handling anything. 

Srinivasan

Moderator

94440 50273  

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