• PAGE ONE
• INDEX
• HOME

``Acknowledging a customer in 24 hours is a religious endeavour.''

Anu Aga

Chairperson, Thermax Ltd.

Known as the `3M of India', Thermax is an energy and environment major from Pune.

Anu assumed charge as executive chairperson of Thermax in I996 two days after the sudden death of her husband Rohinton Aga, who had nurtured the company. A graduate of the Tata Institute of Social Sciences, Anu was at the time heading the human resources division of Thermax after having worked there for several years. Three years later, she created a sensation (and selling its stake) by handing stoked rumours that the family was over all operational executive responsibilities to managing director Abhay Nalawade, who became the chief executive officer (he has since left the company). Anu's daughter and son-in-law both work at Thermax, but they were not given charge. This was highly unusual for a family business; owners are usually unwilling to give up a ny kind of control...

Losing Rohinton was a terrible personal tragedy. The death of a spouse is a life changing event. The very next year came another enervating loss, the death of her son Kurush in a car accident. Anu poured out her heart in Fireside, Thermax's house magazin e.

``A lot of people wonder what will happen to Thermax now that my son has passed away. I am both amused and saddened by this. Thermax is an institution. My shares will go to my family, but the organisation will continue to be run by professionals who are the most capable -- it could be someone from my family or someone who is not a member of my family. One thing we in Thermax can learn from my expenence, we cannot take anything for granted; an individual cannot take fife for granted and an organisation c annot take success for granted.''

The reasons for delegating the operational responsibilities to the MD are logically thought out. Her concern for giving the organisation a genuine customer orientation is reflected in taking upon herself this responsibility. She is also going to discover and nurture new talent and contribute work to external bodies like the CII. By removing herself from operational responsibilities Anu has made space; both for her personal growth as well as organisational growth.

``I am serious about my task -- customer care. Acknowledging a customer in 24 hours is a religious endeavour. I am employing innovative ways to improve awareness and skills. I gather a group of people and build a consensus, a lab experiment.

Part of it is emotive enticement. The reward system will change. I am using pictures to provoke action. I am changing our heros from sales bringers, fire fighters etc. to identifying heros who align themselves with customer care.''

The above excerpts are from:

Thought Leaders

The Source Code of Exceptional Managers and Entrepreneurs

By Shrinivas Pandit

Publishers: Tata Mcgraw-Hill

Price: Not mentioned

The author is a management counsellor who has earlier worked with Blue Star, Hardillia Chemicals, Johnson & Johnson and Siemens. At present, he is a Fellow of the Institute of Personnel and Development, UK.

Picture: Anu Aga, Chairperson, Thermax Ltd.