I feel better today

After months of struggling with the inadequate English skills and critical thinking abilities taught by our Indian schools, I feel much better after listening to this Verizon customer service audio clip from the US.

They have their own problems!

Senseless TV: payback time?

For the US at least, this recession is all about payback. Letting the finance guys (and girls) dream up paper money? Payback. An entire generation not investing enough in education? Payback. A culture of living off credit cards? Payback. Dependence on cheap Chinese labor? Payback.

Spawning a particularly mindless genre of TV that now corrupts the entire world? Payback.

I must confess that as much as I am mostly nauseated by the tabloid talk shows exemplified by The Jerry Springer Show, reality TV, WWE/WWF, tabloid style "news" channels, and even the song/dance contests, I never fully grasped what the downside to this all-American programming was. Perhaps people would spend too much time in front of the TV, perhaps they would not really develop their intellects. But so what?

Well, the most significant payback has, it seems, come in the way that the US is no longer able to sensibly discuss or debate the crucial questions that it faces.

So even while nearly one out of five American men of working age is unemployed - yes, one of out five - the rational debate is drowned out by the type of hollow arguments, petty one-upmanship and invective-filled language one would normally associate more with The Jerry Springer Show.

As Thomas Friedman points out in the New York Times, "the rise of cable TV has transformed politics in our country generally into just another spectator sport, like all-star wrestling. C-Span is just ESPN with only two teams. We watch it for entertainment, not solutions."

So here's a request to all of you - the next time you find someone you know watching senseless television of any type, intervene. Friends don't let friends watch senseless TV. The life you save may be your own.

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A newly productive India?

In the mid-1990s, Japan funded and provided technology for a new bridge across the Yamuna in Delhi. At that time even minor repairs on the old Yamuna bridges would carry on for decades (seriously). Therefore it came as a shock to us Delhi-wallahs when we saw this bridge being built in a matter of months, sometimes even at night under spotlights, with every worker wearing a bright yellow hardhat. It was the talk of the town. Somehow the pace of road/bridge/flyover/metro construction in Delhi was never the same again. Today, our city's public works proceed almost at the pace at which they do elsewhere in the world.

A few years later, in the early 2000s, I noticed the local FM radio stations taking up specific local issues and demanding accountability from the government. For example, they would talk about a big pothole on such and such road and then report back a few days later that it had been filled. (I immediately invested in the Indian stockmarket, with good results!) That activism on radio appears to have subsided but it left its mark. Delhi's roads are by and large of better quality than, say, Boston's.

Yesterday I had another experience that appears significant. I had to get my Delhi driving license renewed and went to the Regional Transport Office at Surajmal Vihar. Though the place was moderately crowded, the experience was smoother than that at most private sector institutions.

The man at the Enquiry counter directed me to Counter #4 ("Renewals"). I stood in the queue and got to the counter in a few minutes. The guy looked at my papers, smiled and said, "We don't need so many documents for residence proof, just one will do. Just get it verified from Counter #11."

The Counter #11 guy spent just about 30 seconds on my document and signed the copy. He directed me back to Counter #4.

The #4 guy now entered my data into the computer. There were two computer screens, one facing him and one facing me. He asked me to verify the details when he was done. Then he stamped my paperwork, asked me to sign and said, "Pay the fees". Used to Indian government offices, I thought the cashier would be sitting somewhere far away behind a wire grill, acting like some demi-god. I was pleasantly surprised to find instead that the cashier was the Counter #3, which was essentially three feet to the left of where I stood and looked identical to every other counter.

A few minutes in the queue later, I was in front of the Counter #3 guy. He glanced at my documents; "Rs 300".

While I counted out the money, he pulled up my case on the computer and at once my receipt began to print out in front of the guy next to him. He asked me to step in front of this other guy, who motioned me to sit on a stool I had not noticed till then, clicked a photograph via webcam, asked me to step up and sign an electronic pad and then offer my index finger for a fingerprint. All in a minute.

And then it was done. "The license will be couriered to you." I could not believe it - the entire process had taken just ten or fifteen minutes and had been pleasant. Every RTO employee was fully occupied and productive. In the US it typically takes much longer and even the productivity appears to be lower.

This automation of processes in government departments yields fewer opportunities for bribery. A friend noted yesterday that some folks who work there try to squeeze out some money by being slow to return the change when you give them a currency note and hoping that you will just walk away. Bad, true, but a big improvement!

Kudos to the Delhi transport minister for running such a smooth operation. If such cleansing spreads outwards from Delhi and the metros, it will be a big reason to be bullish on India.

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Of MBAs and poetry

You've heard this from me before - Indian companies dislike the way many fresh MBAs believe they are God's gift to mankind! They are flighty, avoid real work, and want 'career growth' handed to them on a platter in their very first month of employment. They are easily bored and change jobs at the slightest opportunity.

This leads me to quote from a wonderful poetic retelling by Vikram Seth of the immortal tale of The Hare and the Tortoise (Beastly Tales from Here & There, Penguin). Instead of running the race, the socialite hare is easily distracted:

"Boring, boring, life is boring.
Birdies, help me go exploring.
Let's go off the beaten track.
In a minute I'll be back -"
Off the hare went, fancy-free.
One hour pased, then two, then three.

Expectedly, the tortoise wins the race.

After the announcer's gun
Had pronounced that he had won,
And the cheering of the crowd
Died at last, the tortoise bowed,
Clasped the cup with quiet pride,
And sat down, self-satisfied.
And he though: "That silly hare!
So much for her charm and flair.
So much for her idle boast.
In her cup I'll raise a toast
To hard work and regularity.
Silly creature! Such vulgarity!
Now she'll learn that sure and slow
Is the only way to go -
That you can't rise to the top
With a skip, a jump, a hop -
That you've got to hatch your eggs,
That you've got to count your legs,
That you've got to do your duty,
Not depend on verve and beauty."

Nice words! MBA students, are you listening?

(Now there is a twist at the end of this particular version of the tale, but I'll let you read it for yourself. Smile.)

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Incidentally, while I'm reading this tiny book of poems, I'm also reading A Suitable Boy by the same author, 1500 pages and yet a page-turner. It is a tour de force. The then Stanford University President, Gerhard Casper, had recommended this epic while welcoming us to the campus as international students, but it's taken my 17 years to get to it.

Another tangential comment - while many budding poets ruin their poetry by forcing it to rhyme, I'm simply blown away by Vikram Seth's best rhymes (The Golden Gate, for example) and even more so by Pushkin's verse (Eugene Onegin) and of course Shakespeare's sonnets.

Capitalizing Compulsively

Why do we Indians capitalize every other word in business documents? And why does it unsettle me?

Whenever I look at a resume, a draft proposal or a presentation, I feel like taking a red pen and crossing out all the unnecessarily capitalized words!

It is entirely appropriate to write "I hold a B.E. degree in Software Engineering and am an expert in user interface design". 'Software Engineering' was probably the exact title of the degree and so may be capitalized.

But if you write "I hold a B.E. Degree in Software Engineering and am an Expert in User Interface Design", then you are going too far. Too much unnecessary capitalization.

You may argue that 'User Interface' is a standard term (abbreviated as UI) and its design is a formal area of knowledge, hence the words may be capitalized.

But I see it as a slippery slope. The modern world is littered with many formal areas of knowledge, some here to stay and some just passing fads, some established and some controversial, some broadly popular and some niche. To capitalize them all would render documents ugly and unreadable.

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So I try to resist capitalization of mere areas of knowledge.

Therefore, I would not like to see on a general resume that the candidate is "an expert in Supply Chain". Or "an expert in Operations Management". Or "an expert in Human Resource Management" even. (And definitely not "an Expert" of any sort!)

In a few select cases, capitalization is more permissible since the words now mean something highly specific, something quite different from their general meaning. So, for example, 'I am an expert in Enterprise Resource Planning' is somewhat acceptable. Saying you are an expert 'in Supply Chain Management' or 'in Quality Assurance' is borderline tolerable.

Still I would suggest: err on the side of caution.

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Capitalization is totally acceptable only where we are referring to the name of a formal department (e.g. the 'User Interface Group') or a formal job title (e.g. 'User Interface Designer') or a course (e.g. 'ME210: Heat Transfer') or a universally accepted software category (e.g. 'Customer Relationship Management software') or something similar. Otherwise it is typically best avoided.

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Now, why does excessive capitalization bother me?

1. Reasons of effectiveness:

Every time you capitalize a word, you draw the reader's attention to that single word, pulling it away from an orderly perusal of the text. Is that single word where you want the reader's attention to go? Mostly not.

2. Reasons of aesthetics:

Too much capitalization strewn about the page makes the document look cluttered and ugly.

3. Reasons of presumption:

By capitalizing a general word or phrase referring to a body of knowledge, you are arrogantly proclaiming that it is a formal, well accepted area. As a reader, I may not know about it, or as an educated reader, I may not agree with the importance you are giving it. Therefore you have to be careful. E.g. a phrase such as 'Communication-Driven Decision Support' should be capitalized (if at all) only where the specific audience will certainly understand what exactly is being referred to. Normally never.

4. 'Slippery slope' reasons:

Once you start capitalizing, it's difficult to stop. Consider the following paragraph:

"In the past ten years, there has been an increasing focus on using information technology to address various supply chain areas, including supply chain management, supply chain optimization, supply chain execution and supply chain event management. Supply chain management guru Dr. XYZ says that increasingly forecasting, replenishment, and warehouse management are also coming under the scope of supply chain IT."

Suppose you allowed the use of capitalization for 'Supply Chain Management'. There would then be a tendency to capitalize 'Supply Chain Optimization' as well. And so on. Soon, the paragraph would look like this:

"In the past ten years, there has been an increasing focus on using Information Technology to address various Supply Chain areas, including Supply Chain Management, Supply Chain Optimization, Supply Chain Execution and Supply Chain Event Management. Supply Chain Management guru Dr. XYZ says that increasingly Forecasting, Replenishment, and Warehouse Management are also coming under the scope of Supply Chain IT."

You see now what I mean when I say it is a slippery slope?

5. Reasons of inconsistency:

Most people who capitalize freely are also poor at maintaining consistency. Therefore they may sometimes refer to 'Human Resource Management' and sometimes to 'Human Resource management'. This inconsistent capitalization is painful. At the same time, if you aim to be highly consistent in capitalization, you waste a lot of your time thinking about how to avoid situations like the slippery slope example in the previous point.

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The way out is simple - avoid capitalization where possible. Resist.

Specifically, capitalize the names of knowledge areas only if you are referring in fact to the names of courses, departments, job titles or something similarly formal and permanent. Otherwise, think again.