So daily life is new and different, that’s granted, I’m in a new country with new cultures and this was to be expected. The following story is one aspect of how life changes for anyone when moving to this country. About how you have to adapt and understand how to make changes for yourself and to take the time to at least try to understand why things happen they way they do. Its not the same if you just come to visit, a quote that a friend posted on their Facebook status recently said “India hits you like a wave. If you resist, you will be knocked down. But if you dive into it, you will be all right.” It does hit you like a wave, so when you come to visit it’s hard to grasp the nuances that only bubble to the surface after you've spent multiple months here. (I’m going on my 6th month and I’m just now scratching the surface of how to adapt and make needed changes within my work environment.) If you only come to visit, by the time you get back home you’re barely getting over the overwhelming impact of everything you've just experienced so you can’t even pick up on subtleties of everyday life. So when you read the following anecdote, understand that I’m not bitching; this is just how things are here. You kind of get used to it, you have to adapt or you’ll be miserable. You have to look past some of the insanity and just laugh and have fun with it. I like to think the words “change” and “efficiency” have been removed from all of the English language dictionaries here…it’s now apparently my job to replace all of the dictionaries.
It will be good to note that there are over 900 people employed by my company here in India, I’m the one and only non-Indian that works for the company here. I’m really, literally, “that guy” to so many people here. I should also note, when anyone walks into my office they are smiling ear to ear, I have no idea why, nervous tick with everyone when they meet an American? The entire population is made up of happy people? Most of population is made up of happy people, the rest are just eating vast amounts of Prozac? Whatever it is, I really do notice how much everyone smiles when they come into the office and I can’t complain because smiles are friend makers, right. (That is until I open my mouth and make people cry…it’s happened, I can be a dick to work for, I own that.)
I sent in a facilities request 6 weeks ago for a desk lamp. Last week someone finally came by and asked me to look at an "approved" brochure...let me back track...the only reason I asked for a desk lamp is because my office is equipped with ONLY florescent lights, so I wanted a non-florescent light in the office when I'm here after dark. The brochure… it ONLY has florescent desk lamps. When I explain that none of these would work and that I want a regular bulp lamp, the guys smiling face dropped, he had no idea how to respond. none. So I told him not to worry, just cancel the facilities request and I'll live without one. (I was just going to get one on my own later that weekend and bring it in myself anyway) 2 hours later he comes back with his boss and he somehow now understands that I want a regular bulb in the desk lamp. hmmm...ok....so when will I get it, I ask him. 2 Days. OK
That was 7 working days ago. This morning he comes into the office and tells me that it will be two weeks for me to get the kind of lamp I want because there has to be an approval process with Finance and then my manager and 3 other people (for a F*#KING DESK LAMP) I told him to forget it, if he was not willing to fix a problem with processes to purchase a 750 rupee desk lamp ($15) I would. I told him I was going to use my Corporate AMEX card to go purchase a lamp at the mall next door. His face dropped. He leaves, comes back 10 minutes later with his boss and a finance person who try to explain to me that Corp AMEX cards cannot be used for this purpose. To which I replied "tell that to the cashier at the mall while I'm buying a desk lamp"…three faces drop. The finance guy then says, ok sir, we'll fix it; you'll have a lamp today. (FYI…I know the AMEX Cards can’t be used for those kinds of purchases, I was going to buy it myself, just wanted to get a reaction from them)
The original guy walks in the office at 4pm with a bag from the mall next door. Also, that lamp is about as bright as an easy bake oven. I didn't realize they make 2 watt light bulbs *facepalm
Here’s the next step...when he comes in with the lamp, he brought someone else with him (totally new guy I’ve never seen)...the other guy’s job was to place it on my desk and plug it in...NOT KIDDING. I had to physically move him away from me while saying "don't worry, I got it..I can plug it in" he almost wouldn't let go of the cord!
This happens all the time for many things, my fridge, my office desk at home, the washing machine...someone drops it off and then someone else has to un-box it and install it or put it together. (Side note – they will never come in the same vehicle either, when the one guy drops it off, he calls the other guy to come.) Everything is like this, everything. If you try to bag your own groceries at the store people look at you like you're stealing someone else’s job. Doesn't matter if your waiting there for 2 minutes for someone to do it and the cashier is ringing in the person behind you and their stuff is now mixing in with yours at the end of the conveyor belt....you’re an ass if you bag your own sh*t....FYI...I'm an ass.
You should see the horror show when I need something challenging done. I may be here longer than 2 years. :|
For now, I’m off to the book store to remove some words and add a few of my own!
So I sent that majority of the above rant to a few co-workers in North America. One of the guys at the office back there asked some excellent questions and ones that I have to ask weekly and sometimes daily. - What factors are contributing to this issues? Nepotism? 1.2 billion people that need jobs? Are these menial jobs created bcause of the population overflow? Caste based system issues? And one of the more intriguing questions - If you owned the same kind of business, would you setup a low cost test center in India?
The following are my answers to those questions –
Nepotism is not one of the issues, at least not that I see, but some of the other ingredients that were mentioned are absolutely contributing factors. 1.2 billion people with the need to create jobs so the gov’t doesn’t have to fund an unemployment program, yes absolutely a factor. The menial jobs are abundant but there’s a positive side to this…I’ve seen more beggars and homeless in North Amaerican cities than I’ve seen here. The “Tent cities” that are everywhere (literally everywhere) are actually really well kept, it’s fairly impressive once you look past the “oh my god, they live in a tent” aspect. Walking through some of these places is incredible, everyone is working on something, everyone is providing to the community etc. that’s just an example but that work ethic is present everywhere. So yes, from my limited perspective, menial jobs are just “being created” but there is value added on the human side of it. The problem with this as you get into a commercial application is a lack of value added to the service and coordination of the efforts.
In regards to the caste system, I’m slowly touching on that here in the office, the biggest light bulb moment for me is when someone informed me of how the school system works and this is where the caste system is most indoctrinated. It’s my understanding that teachers are ruthless dictators and you do not question their integrity or authority, being so ingrained so early in life and for so many of the formative years you can probably see where changing that part of the culture is challenging. Open door policies, well defined team meetings, engagement with each level of employee is where I’m starting. Having 1:1’s with not only my Project Managers but with their direct reports and the direct reports below them, personally digging 3 levels down is opening this up a little but I still see massive hesitation for people to identify and correct issues. This hinders communication about problems…. to get someone to actually call out a problem even if you’re holding it up to their nose is painful sometimes. (i.e. the lamp.)
“ It sounds like these problems are everywhere and not isolated to our office alone.” –
So one of the things about being an expat here is that you tend to find yourself with the other expats and while talking with some of these folks the problems are in fact everywhere. One of the guys I hang out with regularly works for a pharmaceutical company and he and I have very, very similar issues and we’ve been able to bounce issues and ideas off each other, being able to talk to guys like this makes you realize and appreciate the “it’s not just me” issues and that the approach you take to resolve them may take more time because “that’s just the way it is”. I’m very lucky that I have a few PM’s here that understand this and they also get frustrated with that exact statement which to me means they want to see the change. Having them here to help drive the change is great but it’s still slow.
Would I set up a low cost center for my own business in India?
In a heartbeat, wouldn’t have to think twice about it. Most of my problems are legacy issues that I have to fix here, if I started from scratch I like to think I know what would need to happen to create the right environment. Hiring practices would be incredibly strict so only the “right people” that would fit with the culture of the business would be hired in, after that, the focus would be on culture and work environment. Setting the right expectations etc. There is no shortage of incredibly intelligent people here with an abundance of work ethic, passion for what they do and pride in the end result, no matter what they do. You just have to take the time to make sure that your employees understand how to do it correctly and what is ultimately expected in the end result. So if I had the ability to start from scratch with my own place the answer is - hell yeah.
