It is about Bluffing or Breaking the Spell?

Day before yesterday, I was finally travelling to see my niece and nephew after a long time. I was sad and thrilled at the same moment. Sad because I chose to part ways with my most favored employer Dr. Reddy's and thrilled because I was taking up an even more challenging role of nurturing my dreams with Let's Excel.

After the not so exciting meal served by the railways, the railway staff handed over a feedback form to me. My eyes froze on the feedback options. Something was not right about the form. It took me 10 seconds to find out what was wrong. To my amazement the lowest rating for the meals served was 'Average'.

No, I'm not bluffing but the improvement teams in the Indian Railways are bluffing for sure. You may check the form below, if you don't trust me.

What can go wrong with this kind of rating system? Well, everyday 23 Million people travel by Indian Railways. That means, Millions of people trust their life with Indian Railways everyday. If, a person wants to report poor quality of food served, then the lowest rating which he/she can offer to Railways is 'Average'. What if the 'Average' food leads to a bad stomach or worst than that a food poisoning? How would Railways come to know about that?

Well, Railways wouldn't come to know about that because, they probably don't want to. Atleast this is what the feedback form indicates.

Let's say in case, an inadvertent mishap occurs because of poor quality inspection practices and feedback system in Railways, then who gets affected most? The travellers, the Railway staff or the Rail Mantri? That's a debatable question in case of Railways but not much debatable in case of privately run services.

The poor quality will certainly lead to reduced revenue for the private services and products. How does your organization keep up with the Quality and Excellence expectations from their end users? Internal teams who succumb to the bluff games or external hires who break the spell? At Let's Excel we help you do the later.