This also explains why a bearer who is not ‘assigned’ to your table doesn’t hesitate to serve pizza or water if you request them. Their internal system is so strong that they are able to give services like ’30 minutes delivery or free pizza’ their customers, which makes pizza eating as an excellent experience for customers. More than the product (in this case the pizza) the people ‘differentiation’ system is making Pizza Hut successful in the marketplace. Today working towards giving ‘aha’ experience to customers is the key success factor for individuals as well as organizations.
On the other hand, I had been to ‘coffee house’ multiple times and altogether had a different experience. Coffee house is a Karnataka Government owned organization, which has multiple branches in
Couple of years back, I read Jack Welch’s book ‘Straight from the Gut’ and I was really impressed with his breakthrough ideas and thinking. I was so impressed that I went ahead and gave the same name to my blog. In his book Jack talks about the ‘differentiation’ theory, where he divided GE’s people into 10-70-20 ratio depending on their performance. The bottom 20 gets churned out as bad performers. In his book Jack argues, how important to build such a differentiation mechanism in any organization to make it successful. Even though this was one of the most controversial systems, it made wonders for GE.
I strongly agree that capitalism has its own limitations. If not for anything let us embrace capitalism to build ‘differentiation’. This would bring in excellent customer experience, profitable organizations and happy (!) employees. After all who don’t want to enjoy Pizza Hut like service in Coffee House also?