The document discusses key aspects of building and operating a company including people, process, planning, and technology. For people, it recommends hiring problem solvers and fast learners, providing clarity to employees, and removing egoistic individuals. For process, it suggests simplifying processes, continuously evaluating them, and only outsourcing mature processes. For planning, it advises planning for costs, service levels, and growth with separate planning teams. And for technology, it emphasizes overinvesting in technology to automate work and provide superior customer experience while collecting comprehensive data.

1. Introduction to the
Company
Google Hangout with
Pradeep Yadav
VP, Operations, Grofers

2. Page -2-
Agenda for the session
People
Process
Planning
1
2
3
Technology4

3. Page -3-
People
Team BuildingKey Factors in Hiring
• Problem Solving
• Adaptability
• Ownership
• Accountability
• Fast Learner
• In Initial days
o Don’t hire too fast
o Hire youngsters with 3-5 yr work
experience
o Fire fast if unfit
• Provide clarity to employees
• Encourage cross-team collaboration
• Don’t build functional hierarchy at early stage
• Remove egoistic individuals
• Encourage employees to challenge status-
quo
• Inculcate culture of solving own problems

4. Page -4-
Agenda for the session
Process
People
Planning
1
2
3
Technology4

5. Page -5-
Process
Thumb Rules
• Simplify, simplify and simplify!
• Keep complexity with your developers
• Can you explain your process to HR or customer support executive in 5 min? If yes, you are on right track
• Learn from best companies who have disrupted their industries
• Don’t create bureaucracy, bring clarity in execution
• Continuously evaluate your process and framework
• If there are gaps in your process, fill them. Don’t rely on ad-hoc strategies for execution
• Only outsource, when your process is robust and mature
• Build an operating framework for employee – manager interaction
Thumb Rules

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Agenda for the session
Planning
People
Process
1
2
3
Technology4

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Planning
Thumb Rules• Plan for: Cost, Service Level, Growth
• Plan focus on visibility and accountability
• Keep a simple plan at early stage which can evolve in complexity
• Plan for both Top-down and Bottom-up
o Top-down = Objectives and Targets
o Bottom-up = Execution
• Set up separate planning teams
o Early Stages = Operations team for accountability
o Mature Stage = Team for co-ordination, data and framework development
• Gather as much data as possible! Its useful in scaling up
Thumb Rules

8. Page -8-
Agenda for the session
Technology
People
Process
Planning
1
2
3
4

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Technology
Thumb Rules
• Overinvest in technology
o More leverage
o Sustainable differentiation
• Automate
o Communication
o Non-value added work
o Operation
 Helps in scaling up
 Keeps costs down
• Invest in providing superior customer experience
o Information on tracking
o Information on interaction
• Invest on data platforms. Collect data at every step
Thumb Rules

10. Page -10-
Ask your queries
Open Q & A
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