The document summarizes Sam Walton's view that customers are the ultimate bosses of any business. It states that customers decide a business's success or failure by choosing to spend their money there or elsewhere. As such, everything a company does should have the clear objective of pleasing customers.

1. “ There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the CEO on down , and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.” - Sam M. Walton, CEO Wal-Mart

2. Hepta Serve Model for Service Transformation

3. Hepta Serve Model Process Focus Business Health Check Design Process Rollout Institutionalization

4. Leadership Commitment

9. Process

15. Six Sigma SIX SIGMA Initiative Activity/ Process Measurement Cash Turn Around Time (TAT) Demand Draft/ Pay Order Turn Around Time (TAT) A/C Opening Forms TAT for the form to reach the Regional Processing Centre A/C Opening Forms Rejection % age of forms rejected System Handover Turn Around Time for branch to handover after customer hours Demat A/C Form Rejections % age of forms rejected NRI A/C Form Rejections NRI A/C Form Turn Around Time

16. People

23. Balanced Measurement

26. Service Assurance

28. Service Edge

31. Service Product Design

32. Product Development Strategy Feasibility Development Launch Scale-up P0 P4 P3 P2 P1 P0 = do we want to do it ? P1 = is it viable ? P2 = are we ready to launch? P3 = is the project mandate complete ? P4 = is any restructuring needed to enhance success ?

38. CONTINOUS IMPROVEMENT “ Even if you are on the right track, You will get run over if you sit there.”

39. Presentation Implemented