On Kaizen (Continuous Improvement)

Kaizen – Japanese meaning (“Good change”)

For a while now I have been associated with various continuous improvement activities both at office and home, which has been a humbling experience. When we know things are not going as expected or there is a shortcoming in the way it is executed, there are two ways to look at it. First approach is to blame/penalize/criticize some or all the people associated with it, including self. This results in accumulation of negative energy eventually leads nowhere other than cribbing and complaining. Second option is to seek ways to improve the situation by having continuous improvement mindset. When I was referring back to some standard philosophy, I came across Kaizen introduced by Japanese post world war as a waste reduction in a system and aiming towards continuous improvement, which is both philosophy and practice.

Let us consider the following situations:

  • Given the nature of a project or work, existing standard project management execution frameworks (ex: Sprint) doesn’t work due to some internal issues
  • Given time-frame of the project, process/life-cycle compliance goes out of window, resulting in lesser process compliance
  • At home, we often have situation where we end up running/searching for photocopies of necessary documents (ex: passport) which is not available when required

As mentioned above, it is very easy to complain and pass on the buck (saying person X, who is responsible for this has not done his/her job). On the other hand, if we take small but steady steps towards improvement, with bigger inspiration in mind then thing start turning into a different situation. Personally it results in the following:

  • By accepting the fact that something is not correct, brings down ego of individuals by making us humble
  • Ensures individuals take up inspirational mindset, thereby approaching things from solution point of view rather than problem alone
  • True test of persistence, as the journey of continuous improvement never ends
  • Over a period time creates a systematic and practical approach to innovation which makes huge difference to individual and business

Japanese started off with automotive industry with no background, when their country was in debacle. In my opinion being humble and taking up mindset to improve things over a period of time has paid them tremendously by creating Toyotas and Sony’s of the world. By adopting some of these practices by understanding the philosophy definitely make a difference for us and people around us both in workplace and in family.

Are you ready to take up this journey?

Book retailing: Traditional v/s online

Recently I had a casual conversation with owner of a large scale book store. His is a family owned business, been in book retailing for decades with great passion for reading. Upon further discussions he mentioned about his book retailing business heading south (for months together) due to the emergence of e-commerce portals like Flipkart. It is quite obvious that e-commerce portals enjoy benefits of on-demand inventory, lesser operational costs (ex: rental) and direct supplier relationships helps to offer a better price. Added to that, most of Indian e-commerce portals are backed by heavy funds from venture capitalists, which help them to provide un-realistic discounts on books with additional benefits like free shipping, cash-on-delivery etc. Over a period of time, these e-commerce portals build valuation for the company based on number of transactions and incrementally grow by bringing more products (apparels, electronics, toys etc…) thereby becoming online mega store. On the other hand, traditional book retailers are struggling to keep up their operations with increasing rental/labor costs, overhead of inventory and limitation of not able to offer higher discount as it will affect their bottom line.

As a matter of fact this problem is not new. In countries like US e-commerce portals (likes of Amazon) took away significant market share from traditional book stores but some of them re-invented themselves and survived this challenge. I was wondering what Indian book stores (considering Indian context) can do to compete fiercely online bookstores. Here are some of my ideas which can be considered:

  • Similar to book stores of the west (ex: Barns and Noble) traditional book stores should re-shape themselves as modern libraries by creating a compelling reading experience around it. Readers should be compelled to walk in, take a look of their choice and spend hours in the shop by going thru their favorites. By adding additional factors (like coffee shop, comfortable table & chairs for reading, offering sample chapters for free etc…) these book shops can attract regular visitors who will potentially end up buying these books
  • There are some specific types of books (ex: Children books) come in various shape, size and weight, which is still not comfortable to buy online. As a parent I spent lot of time considering these aspects before buying book for my daughter by physically visiting the shop. Such type of books still has a lot of ‘touch-and-feel’ factor associated with it. Traditional retailers should think of some special promotions and tie-ups to push these books thru young parents and readers
  • Among adult readers (both fiction and non-fiction) there is a strong possibility to build a community based on common interest. Such communities combined with social media can be made as early adapters of new releases and share their viewpoints in terms of face-to-face get together, sharing book reviews, meeting authors directly and exchanging book related practical experiences. Such community should be provided with special discounts and covered under loyalty programs, thereby attacking clusters
  • Even now many of the traditional shop owners are expecting customers to physically walk into the shop and order for books. This should be changed by adapting home delivery based on phone order, building a micro-site for the bookstore where alternative channels of reaching out to the customer. Such new channels should be backed with excellent customer service in terms of delivery time and quality to re-invent the whole business.

I am not sure if any of the traditional book store owners got necessary mindset to re-invent their business by adopting new ways to sell books in this digital era. Unless they adapt to this change and re-invent the way they do business, it is going to be extremely difficult to survive.

Book review: Employees First, Customer second

Jwritings - Employee first, Customer second
EFCS - Vineet Nayar

Author: Vineet Nayar

Price: 499 INR (Audio version of the book)

Employees First, Customer Second (EFCS) is creating buzz for a while now! Coined by HCL vetranVineet Nayar, this term has created a bunch of different interpretations, perspectives and discussions. I picked up audio version of this book from Reado, mainly to bring pace  to my reading habit. Listening to audio book, especially in busy city traffic conditions, makes it a enriching experience by putting better use of time. Also audio book helps to read book faster than the traditional printed books. I used to be an advocate of buying books in printed form and have them as my priceless possessions. Thanks to the busy schedule at work and home kindled me to explore innovative ways to keep my reading habit alive. EFCS is the first audio book I have heard (long time back I did similar stuff with one of the Tamil books, by having them listen during travel), so listening to an English audio book is also equally interesting experience.

Coming to EFCS book, author Vineet Nayar shares his transformational journey in HCL using EFCS framework. HCL, one of the top notch software services companies in India, steadily lost its stream both in business and people elements.  HCL was not considered as a preferred employer by many of people due to not so favorable work environment. Based on his experience by meeting HCL employees Vineet felt many key issues, which pushed him to make transformation in HCL by implementing EFCS. Fundamentally Vineet believed what he describes as ‘value zone’, which is nothing but an employee linkage with its customer. This critical zone where  customer interacts with software service organization like HCL to get the necessary assignment done. For customers, they see the software company and its value generation thru its employees who are interfacing with him/her. So from the organization perspective, if employees in the value zone, who can be enabled and empowered, would result in more value for customers. In order to take care of its customers better organizations need to work with their own people, to put them first before customers. Because every action they do eventually gets converted into value for customers thereby maximizing many things which include employee satisfaction, customer value, revenue, profitability etc. This doesn’t mean providing a second-class treatment to customer, but in order to give them first-class treatment, employees of the organization needs to be taken care.

With this basic principle, Vineet goes on executing EFCS by taking few important but bold changes in the organization. To start with, he gets his top 100 leadership team to buy in this concept of EFCS by creating what he describes  as ‘blueprint’ meetings.  Initially most of the senior leader were not able to buy in this idea with ‘yes, but….’ Thinking, but over a period of time, they start seeing the value of doing such things customers. Second, Nayar believes in order to implement EFCS successfullym, he need to build trust in the organization at all levels. In order to open up conversation with employees, he creates an internal two-way transparent web based system called ‘U and Me’ by openly making conversation with employees. Employees at any level can open conversation with the CEO (Nayar himself) or any of the senior leadership team. In case of specific questions, pertaining to a business line, the corresponding leader would provide the response. When this started off, initial days were more of making it as a compliant box, but over a period of time it turned out to be a platform to build two-way transparent conversation for building trust in the leadership. After attaining certain level of maturity, Vineet opened up this platform with a new item titled ‘My problems’ where he started seeing suggestions/inputs from employees for the issues faced by him with respect to competitors, business changes/challenges, media etc. He started getting very creative and workable suggestions from employees from all the level, which in turn created more belief in the leadership among employees.

Third, internal systems were tuned to support/empower and aid people in the ‘value zone’. For example business support functions like HR, finance, operations etc, need to be tuned for getting support to the business needs by creating a ticketing system with automatic upward escalation. This also broke the traditional power center concept by truly tuning the organization to be people centric, thereby eventually passing on the value to customers. In the same lines, Vineet opened up business results (revenue, profit, current status etc..) data of individual businesses as a transparent information across the organization. Every individual group/team were able to clearly see where their team/business stood with respect to other organizations. While this created some initial issues (ex: information leaking to the press, as HCL is a public listed company) but this created a sense of urgency and bias to take action for improving the situation. It took about four years time for Vineet to implement EFCS in multiple phases and he also explains the benefit/results of this framework in terms of revenues/profits/employee satisfaction. By taking certain big bold steps like EFCS, HCL is transformed into a multi billion dollar organization with capability to handle larget client base with higher criticality.

When such large scale tranformational changes are implemented, any organization will have its mixed response from people side. When I talked with some of my HCL friends about EFCS they were not so excited but admitted that it did had impact in the way HCL has done business. It required lot of courage backed with common-sense to float something like EFCS, but Nayar’s no non-sense common sense approach was really interesting to challenge stereotype management thinking.

Aakash (Ubislate 7Ci) review


Aakash - Ubislate 7Ci - Review

I purchased Aakash few months back, thought of writing review on multiple aspects. To give a background, Aakash is an ultra low-cost tablet innovated and manufactured by DataWind. This organization also partnered with Government of India for distributing Aakash with subsidized option for school students, which is expected to transform education. My main requirement was to have an ultra-low cost tablet for my four year old daughter, mainly for viewing videos from YouTube. I was not bothered about anything else, so the requirement was very simple and straightforward.

Purchase experience

Pros – Made an online purchase from Datawind’s website (http://www.ubislate.com/) by placing order for Ubislate 7Bi model which comes with resistive touch screen with 3000 INR. Since they operate with razor thin margin, there is no credit card option. Only debit cards are accepted for free shipping. If you are paying by cash (on delivery), additional purchase charge is added. Overall purchase flow was smooth similar to popular ecommerce websites.

Cons – Please don’t go by the service level guarantee they claim in website (ex: 48 hour shipping). I got a call-back after about two weeks of placing the order regarding confirmation. The call center executive by default started talking in Punjabi + Hindi mixture as they are based out of Amristar. Surprisingly executive mentioned Ubislate 7Bi is out of production, but they will ship me an upgraded version (Ubislate 7Ci with capacitive touch screen) with no additional cost. I happily opted for it; shipment reached me a week later. Totally it took three weeks of shipment time. Some of my friends also mentioned about delayed shipments. So if you are looking for faster shipping with immediate use in mind think twice before opting for Ubislate.

User experience:

Overall build quality and packaging looks good, especially considering ultra low-cost option.     Ubislate 7Ci comes with 7″ touch screen, Wi-Fi interface, 512 MB RAM with Android ICS (v4.0.3), which matches my requirement of YouTube viewing using home wireless Internet.  Typical device sign-up is done with Google ID worked seamlessly. I was able to immediately install many applications from Google Store, without any major problem. The out-of the-box experience was really good.

However after using the device for some time, I observed applications took long time to load, even basic browsing became a pain. On a frequent basis, I need to use their “killapp” option to clean up unwanted processes to free up some memory. By default all applications gets installed into device internal memory, by moving some of them into external SD card (comes with 2 GB storage) made my device reasonably faster.  Battery backup also very poor, device hardly works for 2-3 hours at a stretch. Many occasions I found booting screen doesn’t show up after charging the device and I ended up doing “plug-and-pray”. This also makes me wonder if the device would ultimately stop functioning some day or the other!

Transforming education?

Aakash was projected as the tablet for transforming education in India by using ultra low-cost plus internet connection as a “one-stop” solution. I have serious concerns on how it can really help school students. Given the not-so-favorable user experience (mainly power backup & speed) adding, slower internet connection (especially in rural areas) would make the experience even worse. By the time I write this post, there are enough and more articles in the web about how this device is already failing big time in mass market adoption. Even though there is a definite market opportunity, once again bad execution failed to capitalize the opportunity. It will be another version of Simputer story.

Bottom line – Don’t buy this device, I am repenting for buying it. My daughter is not using it at all, continue to use home computer or smart phones for watching YouTube!

Bowling coach to Sachin Tendulkar – Make sense?

Of course it doesn’t make sense!

Why do anybody want to appoint a bowling coach to the greatest batsman that cricket has ever produced? Why do we want him to get better with bowling when he is so good at batting? He has been pretty decent part-time bowler who bowled few overs and got some crucial wickets (with some special ones like 1993 Hero cup semi finals against South Africa) as well. All he did for his two decades of historical cricketing career was to bat, bat and just bat!

When I look beyond Sachin, here are the key attributes of Indian top order today:

Sehwag/Gambhir (attacking, aggressive) – Apt for first 15 overs

Virat Kohli (controlled aggression, matured stroke-player) – Apt for 15-35 overs

Raina/Dhoni/Yuvraj (excellent strikers who can effortlessly clear the field plus great finishers of the game) – Apt for 35-50 overs

Of course, when wickets fall early, batsman should adapt to the situation and play. Definitely, this batting order is not arrived in a random fashion. It is arranged based on which position a batsman is exactly good at, based on his natural game. It is done with specific intent in mind so that the possibility of success in a match can be maximized.

Cut to corporate! In teams we end up having different set of people who has different set of strengths. For example in a product development team I typically find individuals who are good in different areas – innovation, requirement analysis, customer interfacing, coding, software designing, user experience, crisis handling, quality assurance, critical problem solving ability and some all-rounders who can do all the above mentioned roles fairly well. It becomes extremely important to have right people in right roles (similar to cricket batting order) to maximize success of the team. Again “success” here could mean anything – increased customer satisfaction, increased sales numbers, quality and on-time product launch etc.

Its always a puzzle and challenging task to identify what individuals are actually good at and provide them with right set of opportunities. In my opinion this is THE critical responsibility of leader who should spend good amount of time in doing that. When roles are identified according to individual’s strengths and corresponding responsibilities are defined, it can be completely left with individuals to produce desired result. When individuals feel they are doing the job where they are good at, it automatically increases their self esteem thereby lifting the overall moral of the individual. In summary is multiples result produced by the team. Let me explain this with some example.

Say an individual A who is extremely good at finding new technology and passionate about innovation. Driven by his creative mental ability he can almost always suggest a new way to get things done. However he may not be a process oriented individual, who might even think process kills creativity. There could be another individual B, who is meticulous when it comes to getting things done by following the process with 100% discipline. He would love to do same things again and again and improve it over a period of time. For him the maximum pleasure comes from continuously refining it, whereas for the former case it could be continuously creating something always. Given the core strength of individuals, they need to be placed in appropriate nature of work. For example A can be part of organizational technology incubation team, which demands frequent survey of latest technology and suggest future business possibilities. B can be placed as a customer facing individual who can champion by following meticulous steps with each and every customer, failing which can cause customer dis-satisfaction. Now what if these roles are reversed? The answer is obvious – planned disaster! A will get completely bored and frustrated with customer facing and B will get scared to come up with new things very frequently.

Identifying individual strengths and providing them with right roles is not always 100% possible in an organization, where there could be multiple options. The team/business may not require a particular strength or skill which an individual is good at. In such cases it is much better to rotate individuals to different opportunities inside the organization where their skills can be utilized in a better manner. Or in some worst scenario, it is better to let them go (or they will get frustrated and leave the organization) rather than wasting both individual and organization’s time. In some cases there would be a possibility that the individual skills matches to the role to a larger extent (say 80%) who can be still provided support for making him effective in the role.  In some other cases individuals need to be rotated across different roles (ex: R & D -> marking) to expose them different aspects of the business, which is part of leadership building process. As a direct impact, this will immediately reflect in an individual’s performance ratings. I will talk more about this in a separate post.

Sustainability Vs Delivering on numbers

For organizations it is always a challenge to balance between delivering numbers (ex: quarterly financial results) and balance our long term strategic priorities (ex: new business). At an individual level also we face similar dilemma, especially at leadership levels.

Typically in annual business planning activity would identify certain goals with specific targets. Popularly known as Key Performance Indicators (KPIs), these numbers take multiple forms: sales quota, revenues, improving efficiency or delivering some number of patents, depending on the type of organization. Linking KPI with business definitely helps to bring focus in leadership team. This will also help to measure results in as numbers demonstrate “unambigiousness”. If the organization is big enoug, this is typically what key stakeholders (customers, share holders, investors and employees) look forward in terms of Return of Investment (ROI).

In my opinion, this KPI oriented model has its own disadvantages when taken into extreme. When the leadership team is completely focused on delivering numbers, many bigger and strategic opportunities will go out of the window or gets missed. From people perspective when they come to know that they are measured only based on numbers, they will do anything and everything do make “numbers look good”. Many of the corporate scandals, sudden collapse of a leader or a business unit is mainly because of the polarized focus towards ‘number crunching’. When extremely high amount of importance and focus is given for delivering numbers, original thinking process gets restricted in leadership team, because of which organization may not forsee potential opportunity in the future, leading to sustainability issues in business.

On the other hand taking the KPIs out of the management system will create accountability issues. The whole organization might look to be doing something which is really long term and strategic but never oriented towards providing tangible results/benefits to the organization. The difference between “articulation” and “accomplishment” will go away where people will assume doing former is same as later.

The real spirit should be to use KPI as “indicators” to really get realistic view of what exactly happening in ground zero. In case of an individual business unit or a leader is failing to deliver on his numbers, proper introspection should be done by senior level leadership to make it better or take some strong decision. Simply put in Jack Welch’s terms, leadership team should be able to take a choice from “Fix, sell or close”. When there is an opportunity to fix the issue, corresponding leader should be given necessary opportunity and empowerment to “openly” say his numbers are bad and put in actions to close gaps for making things better.

KPIs should indicate something which should be reflection of reality, so that actions are taken to solve real time issues. The more realistic those actions are, better the organization becomes. Next time you get an opportunity to check some numbers, ensure you read the “meaning” behind those numbers.

Right thing in a right way

Recently I was given an opportunity to discuss about ‘Business alignment’ with a set of people in my group.  To make the session interactive, I asked each one of them what exactly they understand by aligning with Business. Most of them replied saying ‘aligning individual aspirations to business needs’, ‘understanding organization opportunities in better manner’, ‘developing business acumen’ etc. While most of them are correct, I asked them back ‘In every given opportunity is it possible for an individual to be absolutely open and align himself to business needs? Can we always say business is heading in the right direction?’ and I could see many blank faces. While text-book definition of business alignment looks easy to understand, it’s extremely hard to implement.

Let us take an example. Assume a business leader is having a specific business goal (ex: improving customer satisfaction) considering the current business trend of customer complaints. Based on his understanding of business and his personal view, he typically comes up with ways to implement certain actions to achieve desired result. However, when the business task starts coming down the hierarchy, it gets interpreted by different layers in different ways. What is seen as the ‘right thing’ from the top might be seen as a ‘absolute blunder’ from the bottom layer of people. It can also be easily interpreted as the business leader trying to implement his ‘personal agenda’ to gain some benefit for him. This is one of the key reasons why practical implementation of business alignment becomes very challenging except for cases where the whole hierarchy consist of ‘yes sir’ type of people.

Now, how a business leader can ensure the ‘right thing’ gets implemented in the ‘right way’? In my opinion there is only one way to do it – Establish trust! For people who see value of implementing an action (to improve customer satisfaction) will right away go ahead and implement without fail. For people who don’t see or perceive the value of implementation will still implement because of the trust. He will work on a fundamental belief that ‘I might be missing something, let me implement this and understand this better rather than telling reasons for not implementing it’. This also leads to another case where an individual in the chain will build ‘disagree and commit’ mindset. This individual might not believe in the way it is implemented but still go ahead and do it in his own way because he is committed for the business leader.  For all you know such actions might lead to totally new set of possibilities which the business leader might not even thought of.

The power of trust is much bigger than we actually can think!

What killed the Linux desktop?

Recently there was an article titled ‘What killed the Linux desktop?’ by Miguel de lcaza. Miguel is one of the popular free software programmers, played key role in creating popular desktop environments like GNOME. In his article Miguel clearly states some of the key reasons why Linux has not become a successful desktop operating system.

Based on his article, I would like to add some of my viewpoints as follows:

Loose coupling of Kernel and GNU: One of the key contributors for poor user experience with Linux based desktop is loose coupling between Kernel and GNU software. Kernel, which is an engineering marvel by itself (thanks to strict governance model), never had any commercial intent in mind at least when it started. When various GNU software got bundled to create a desktop Linux distribution loose coupling started happening. If a novice user faces any issues, he will not be able to figure it out why and what exactly going wrong. Version incompatibilities, dependent library/binary issues, Unclear/ambiguous documentation, not so strong community support for a normal user has become bottleneck, which hampered faster adaptation. While engineers and technologists enjoy this distributed, democratic model of development and got ‘kick’ out of experimenting anything and everything, it is far away from providing good user experience for a normal user.

Reverse approach by OS-X: The article also talks about a total opposite approach taken by OS-X, which initially focused on user experience by targeting normal users. Today everybody understands how advanced OS-X based products are when it comes to user experience. Even though it was initially perceived as ‘closed’ system by developers and hackers, slowly the move happened when they started providing more programmer centric features as a part of OS-X. Even though I have not experimented any OS-X terminals, I am sure as a programmer I will be able to achieve almost the same thing what I would be able to do with Linux.

Fundamental philosophy: The bottom line of Linux desktop challenge leads to fundamental philosophy on which Linux or open source software is built. Since the major objective was to provide free (freedom) for users, it is still lead by programmer centric thinking than user experience centric. Because when somebody starts thinking about user experience, it invariably leads to commercial intent, which may not go well with free software philosophy.

Unless tightly integrated system is built (ex: Android) around Linux, it is still far from being popular desktop operating system.

Leadership dichotomy: Compassionate Vs. Ruthless

Let us start with two case studies.

Case-1: Consider a situation where one of your top performing members (person A) in the team is going thru a serious personal problem. The problem could come in many forms (love/affair failure, wife pregnancy complications, parents/kid having serious illness, perennial conflicts at home etc.) which make the individual disturbed because of which his focus on work might come down, due to which his intermediate deliverable may not be up to the mark. However he has earned his credibility in the team by consistently delivering on the expectations.

Case-2: Consider a situation where another member (person B) in the team, is not delivering on his business commitments where results are way below the expectations due to lack of ownership. Every other time, he comes up with some or other excuse for not doing the work, where proper effort is not spent let alone the results. However this individual has necessary capability to complete the work.

As a leader of the group, you end up facing cases mentioned above very frequently, which needs to be handled totally differently. With person A you need to be in ‘compassionate’ mode by understanding humane aspect of an individual by understanding personal issues/challenges faced. By considering the past record of this individual he needs to be given certain flexibility to sort of the personal problems. As a leader you can also offer solution or suggestion for him to come out of personal problem. But in simple terms, the leader has to take the ‘high on people, low on business’ approach by taking humane view into perspective.

In case of person B, you need to pass on a clear message with sharp feedback for not delivering on his commitment. If the situation prevails you need to quickly switch into ‘ruthless’ mode  by taking some strict action (ex: providing a performance improvement plan) or ask him to leave the organization if the situation worsens. When individuals are not delivering consistently, resulting in lower performance it should be treated very strictly. But in simple terms the leader has to take the ‘high business, low people’ approach by taking the business perspective into consideration. After-all organization and people are here to get things done and deliver on business commitments.

But the real challenge comes when you as a leader face multiple cases where you need to switch between ‘compassionate’ and ‘ruthless’ mode. Sometimes the mode switching has to happen in back-to-back meetings with hardly few minutes interval in between them. Based on my experience, the success of the leader depends on how seamlessly the leader is able to handle switching between these two modes, which is not an easy task at all. Also when it is not executed properly it may create disaster situations. For example, being ‘ruthless’ to the person A will create a ‘Hitler’ image of the leader to the individual (and eventually to the team) where the individual might feel his human aspects are not taken care. Also being ‘compassionate’ to person B will result in him enjoying paid vacation as a part of his job!

It really takes a lot on the leader to read the situations day-in-day-out and take decisions accordingly. Given the fact that leaders also human beings that have emotions, it is likely possible that leaders fail to switch between modes, which is normally known as ‘getting carried away’ by the situation. Achieving right balance between people and business is always challenging, which also makes leadership an ever evolving and ever learning journey as far as individuals are concerned. After all when it comes to leadership nobody can say ‘I am done’.

Who is the real “top” performer?

The performance management or appraisal system is one of the most debated topics around the globe, irrespective of the organization. After seeing different systems in different organizations, I come to a conclusion that most of them operate with same fundamentals. It can be summarized as follows:

  • What an individual has done in terms of given responsibilities (ex: Work volume)?
  • How an individual has gone about doing his responsibilities (ex: Behavioral aspects)?
  • What results (ex: Quantified) did an individual produce against given set of responsibilities?

While there may be minor differences in implementation among organizations, some of the members in a team or group need to be selected as ‘top’ performers, who did well in all the three dimensions mentioned above. These individuals are showered with higher salary raises, bonuses, perks, plum assignments etc. Sometimes these people are also regarded as ‘role models’ by giving rewards and recognitions. There is absolutely nothing wrong in doing this. High performing individuals need to be celebrated and showered with all possible benefits that organizations can provide.

However, there is a catch in identifying ‘real’ top performers. In my opinion these are the individuals who demonstrate strong character during adverse situations, which often goes missing in many evaluation methods. Given a team or group dynamics, things do change in terms of opportunities and situation. In such cases, there is a possibility where some of these top performers fail to meet the expectations, because of which their performance rating might come down a little bit. This is not because they have done really badly (after all they are high performers) but there are some other external factors (like somebody else in the team is doing better than him/her, other individuals are getting better opportunity etc…) which might have caused the situation.

The real litmus test starts when a high performance individual comes to know that his performance result has come down. Given the fact that we are all human beings, it is highly likely possible for those individuals react by saying – “No! I didn’t expect this”, “This is highly demotivating” or the most popular one “manager is biased; It’s all BS out there”. In some of the cases I have seen extreme cases where this “top-performer” becomes negative and starts spreading negativity in the team. In some cases we tend to wonder “Is this the same guy whom we rated high last time? Is this the same individual for whom we given so many awards in the past? Is this the same individual who was considered as role model one year back?”

The bottom line is very simple. Real top performers are the ones who not only do well when given higher performance ratings, but also accepts feedback in challenging situations and work for better performance next time. These individuals have a strong character which comes out during difficult times which is the sign of the “real” top performers. In fact I would rather bet on a guy who takes lesser performance rating and ready to work on it than a guy who just simply fails to accept the fact that he cannot be rated low.