3. • I’m obsessively compulsive about
Quality
• I’ve learnt to fail & laugh at my failures,
the hard way
• I genuiely want products & services to
improve
• When I witness mediocrity, my curiosity
calls it out, at times publicly*
*TWITTERBIO:TWEETS MOSTLY CRITIQUES ABOUT MEDIOCRE SERVICES & PRODUCTS
VISHALPRASAD
HEAD OF OPERATIONAL EXCELLENCE @ THOUGHTWORKS INDIA
4.
5. STORY#1
THE MORE WE FAIL THE BIGGER WE BECOME
Photo by Patrick Benais on Pexels
19. • That phone number is NOT mine
• The engineer assigned to
f
ix my ticket
changed my phone number to theirs
• Used it to reset my password because the
forgot password feature was “WORKING
ON THEIR SYSTEM”
• The changed password was emailed to me
in clear text
*HOW DO I KNOW THIS?
I’MLAUGHING
BECAUSE I KNOW WHAT WAS DONE*
Photo by Jonathon Burton on Pexels
32. DIRECT DEBITS TO SAVE ₹34 EVERY MONTH
₹408 ANNUALLY
₹1032 VS ₹998
33. DIRECT DEBITS TO SAVE ₹34 EVERY MONTH
₹408 ANNUALLY
₹8160 OVER 20 YEARS
₹1032 VS ₹998
34. DIRECT DEBITS TO SAVE ₹34 EVERY MONTH
₹408 ANNUALLY
₹8160 OVER 20 YEARS
₹21,470 EARNED INTEREST ON A FIXED DEPOSIT
₹1032 VS ₹998
35. DIRECT DEBITS TO SAVE ₹34 EVERY MONTH
₹408 ANNUALLY
₹8160 OVER 20 YEARS
₹21,470 EARNED INTEREST ON A FIXED DEPOSIT
₹816 CRORE ADDITIONAL PREMIUM COLLECTED
₹1032 VS ₹998
45. TODAY IS 7TH OF JULY 2023
“WEAREINCONTINUOUSCOORDINATIONWITH
THERELEVANTTEAMSTORESOLVETHEISSUE
COMPLETELY.WEREQUESTYOUTOPROVIDEUS
TILL7THJULY2023TOREVERTTOYOU.”
47. • Direct Debits fail often, the usual action is
to retry and then it succeeds
• Aegon’s logic reset the premium when the
f
irst Direct Debit failed and on the retry
charged a higher premium
• After the team
f
ixed the above they
introduced the payment due feature
• While
f
ixing the payment due feature, the
team reset the earlier
f
ix for retry
I’MLAUGHING
BECAUSE I KNOW WHAT WAS DONE*
Photo by Jonathon Burton on Pexels
*ALLEGEDLY
48. AND HOW DO WE ENSURE THIS IS FIXED FOR THE FUTURE?
WHAT’S THE FAULT?