1. DMS, IIT Delhi 1
HORIZON„14: “Managing the objective of
customers first through employees first measures”
DMS, IIT DELHI HORIZON 2014
The second session of HORI-
ZON’14, the annual Human
Resources Conclave of DMS IIT Delhi
was about "Managing the objective
of customers first through employ-
ees first measures". The panelists
for the discussion were Mr. Manoj
Kumar Sharma Vice President and
Head HR- Triune Energy Services Pvt
Ltd, Mr. Naveen Coomar Founder
and Managing Partner- Naveen &
Naveen, Mr. G P Rao and Ms. Reena
Ahuja Director People Management
Practise – SmartHead Consulting.
Dr. Harish Chaudhary, the session
chair gave the introductory speech
and requested Mr. G P Rao to co
ordinate and conduct the session as
he would be the best person to do
so. Mr. G P Rao started off the ses-
sion by putting across the audience
that how the definition and role of
customers have changed over the
years. He stated his own experience
as to how much pain and trouble
he had to face when he ordered his
first Bajaj scooter and that such
kind of pain a customer now can’t
even think of. He then asked the
speakers to give their views on the
topic and how should one go about
to fulfill the objectives of customers
first by putting employees first.
Mr. Sharma started off by confess-
ing that this topic is very close to
his heart. Mr. Sharma agreed that
the employee should be kept first
to fulfill the objectives of the cus-
tomers first. On this note Mr. G P
Rao raised a point that it is very
easy for a HR manager to keep em-
ployees first because he doesn’t
deal with customers directly but
then what about this issue in non-
HR fields where the manager has
direct contact with the customers.
Mr. Sharma replied that in every
field it is always employee first. He
said if one takes care of the em-
ployees they will automatically take
care of the customers. He then
talked about some very interesting
frameworks which he uses in his
organization like VOSEP which
Professor (Dr.) Harish
Chaudhary
Department of Management Stud-
ies, Indian Institute of Technology
Delhi
Mr. G.P Rao Mr. Naveen Coomar
Founder and Managing Partner,
Naveen & Naveen
Panelists:

2. DMS, IIT Delhi 2
DMS, IIT DELHI HORIZON 2014
stands for Vision, Objective, Strate-
gy, Execution and People Power. He
also talked about a short and swift
way for effective analysis and that is
TARA analysis which stands for
Trend of work, Analysis of work,
Root Cause analysis and Action plan
to solve it. Another framework he
also said that how during his XLRI
days rather than concentrating on
text books heavily he gave im-
portance to articles in magazines
and Google search to get a practical
approach to stuffs and how it has
helped him to grow in the industry.
“Have a clear destination. Be alert
and market intelligent and always
be a fighter” – Mr. Sharma.
Mr. G P Rao then put across Mr.
Coomar that whether employee
engagement affects the bottomline
or not. Mr. Coomar agreed that yes
it does affect the bottomline. Mr.
Coomar then very essentially put
across the fact that the meaning of
employee first should be clear. He
said that employee first doesn’t
mean giving the employee leeway
or giving him a air conditioned cab-
in to work in , employee first means
whether he is making the employee
grow in life or not. He also clarified
that who comes first customers or
discussed was about KMS – KPI
management system. Mr. Sharma
then added how huge investment is
done on people power. He talked
about one of his own experience
where his organization arranged a
training agreement for all Diploma
engineers in the organization to
make them Engineers. Finally he
Ms. Reena Ahuja
Director, People management
Practice– Smarthead Consulting
Mr. Manoj Kumar
Sharma
Vice President and Head HR- Tri-
une Energy Services Pvt. Ltd
“““ Articulate
and define
your stake
with the per-
son you work
with”
Panelists:

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DMS, IIT DELHI HORIZON 2014
employees is not the correct ap-
proach – the correct approach is to
keep it balanced. He then spoke
about his experience in Steel Au-
thority of India and said that one
should work in micro level to get a
better understanding of things as
macro level doesn’t serve the pur-
pose.
“Articulate and define your stake
with the person you work with” -
Mr. Coomar
In her note Ms. Reena Ahuja ex-
plained the importance of purpose
and how it excites people. She gave
a beautiful example to make the
audience realize it. She said how
when someone tells us that lets go
for a cricket match or lets go for a
movie excites us more than when
someone just says lets go out. It is
the purpose of going out that ex-
cites people. She then talked about
customer centric employer engage-
ment and also about WAR story-
difficult situations which one faces
in practical world.
“Do unto others as you would have
them do to you” - Ms. Ahuja
After the discussion the panel took
questions from the eager audience.
The panel answered each of the
questions raised in a very simple
and crisp manner to make the fu-
ture managers understand them in
a much better and clear way.
DMS looks forward to organize such
events again in the near future to
meet many more stalwarts from
the corporate world, like the es-
teemed panelists, and gain valuable
insights from them
-Media Cell, DMS
“““ Do unto
others as you
would have
them do to
you ”