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THEORY I MANAGEMENT

Issue - 01/03/2013
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   Home >> THEORY I MANAGEMENT >> Case Study >> SUCCESSION FOR NEW PYRAMID BUILDING
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SUCCESSION FOR NEW PYRAMID BUILDING
PROF. K.K. SRIVASTAVA’S case focusses on ideological conflicts between Generation X and Baby Boomers. The author leaves the reader to debate who is right in today’s context.
K.K. Srivastava, | Issue Date - 01/03/2013

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Rajinder, the trusted manservant of Thakur household served Kishore Thakur his Sunday morning cuppa at 7 in the terrace garden. It was a routine followed since past many years. Kishore (let’s call him KT) picked up the freshly delivered Business Standard and started turning over the pages casually. This again was more of a ritual than for any serious news hounding. But today about 5 minutes of casual browsing made KT sit straight. He refocused his bifocals on the newsitem that had just caught his attention. The headline said: “Most Mid-Sized Companies Suffer Succession Blues.”. The news item opened by talking about one Ved Praksh Arya, the MD and CEO of Milestone Capital who had died in a freak accident (a tree fell on him while he was taking a morning walk). His firm was facing now a double whammy. On one hand it lost its leader and on the other due to no heir apparent being appointed in advance, the company was now struggling to fill the void left by Arya’s death. Although his wife and brother were inducted into the board, it was more of a makeshift arrangement, since both were not actively contributing to the running of the business when Ved was leading.
 
70% of mid-sized Indian firms do not have a succession plan. For small firms the figure alarmingly rises to 90%. Most of these firms are set up and led by individuals who dislike entertaining the thoughts of any negative forebodings. Most such firms being run as family enterprises the line of succession is not clear; the best person may not be automatically annointed to the throne. Several members would simultaneously stake a claim to the ‘gaddi’. Few firms at best may have emergency or drop dead succession in which there exists a contingency plan to deal with  a situation that may force a firm to suddenly appoint a successor(Marico has one).
Meantime, rather uncharacteristically Thia, the 30 year old daughter of KT joined him for her first cup of coffee. On a Sunday she would usually wake up not before 10 am, having partied hard, may be till 3-4 the previous night. First sip and Thia flared up:”Raju Bhaiya, how so very callous of you. No sugar! You should actually retire and go back to your village.” Raju of course did not have the courage to tell her that it was on her instructions only that sugar was placed separately in the sugar pot. KT was also not amused by the daughter’s behavior, but he was not surprised either. Always on a short fuse, anger was one emotion that Thia would be frequently charged with. She always admired Ekta Kapoor of Balaji films, after all. All the employees at WiseCounsel, the consultancy that KT runs, were wary of her violent temper.
 
Well, KT, the CMD of WiseCounsel, had also been toying with the idea of stepping down and appoint a successor. Thia and his brother. Rishi were the two contenders from the family. The firm was a matured enterprise of 25 years vintage offering consultancy in systems, structures, and strategies to begin with. Later finance and marketing domains were also added. KT had nurtured the whole business very painstakingly.
From zilch the turnover had reached Rs. 124 crore in the silver jubilee year. Now the company had offices in Delhi, Mumbai, Ahmadabad, and Bangalore in addition to two representative outposts in Chicago and Hongkong. The firm had grown steadily (albeit very slowly, if you listen to Thia). Sure, he had to close down offices at Chennai and Hyderabad, but in all other cases KT’s judgments were on the dot. He had always been hands-on running a tight ship with assistance from frugal but able staff.
 
KT was an IIT-D and IIM-B product. Later he went and defended his doctoral dissertation at Haas school. Bain & Co picked him for the strategic consulting division; he tenured there for nearly 3 years. Then at the ripe age of 30 he decided to head back home in 1996. When his hunt for a suitable corporate level position proved to be vacuous he decided to start a boutique consultancy, then christened as KT consultants. Slowly and steadily the venture gained a critical mass. While in U.S itself he met Priyanka; the two got married and soon Thia, the first child, was born. Later he also had a son who is now a diehard motosport enthusiast. He had already announced that he would have nothing to do with dad’s business. Given a choice, Yash wanted to become a formula one (F1) racer.
 
Thia was now 30. KT at, 55, was still very much hands on CMD. But he wanted to go into at least semi retirement, wanting to divide his time into consultancy and teaching. So, even if not urgently, he kept thinking about a second line whom he would hand over the baton. Rishi, 43, his brother headed Bombay branch as director. He was also a potential claimant to the position. Both Thia and Rishi were well qualified and experienced. Thia had completed her M.Sc in Economics from LSE, topping it up with an MS (Finance) from Pennsylvania State University. Before returning to India she also interned with McKinsey and UN trade office.
Rishi, again an IIT-D graduate, had gone on to pursue MBA (Marketing) from Kellogg’s and then an M.S in Consultancy Management from BITS Pilani. Before Rishi joined KT consultants, the firm was a one table office operating from KT’s flat at Niti Bagh. But within 5 years of his joining it became a 2 branch company. Now of course it had grown much bigger. Post Thia and Rishi induction WiseCounsel has forayed into marketing and finance assignments as well. Their technical and operational brilliance could not be questioned. But KT was not equally sure if the duo scored high enough on the EQ scale to head a business which was totally fuelled by human capital.
 
Kishore recalled having read Jack Welch’s words stating that he would like to remain in a business where one can either be number- 1 or a strong number-2; else he would prefer to exit. Realizing fully well that his was a niche presence, interestingly he never found such exalted position worth chasing either. His daughter, Thia, however, was an antithesis. She made him rechristen the firm as WiseCounsel, since KT consultants was so old fashioned! On one occasion she told KT mincing no words:”Dad you are quite old fashioned for today’s business era. You say that WiseCounsel will not chase numbers; it won’t ever contest for top ranks in the special niche even; our work should be our best advertisement. We should not solicit business, for that is the prerogative of non professionals. Well, not really dad. It is a man eats dog world out there. We need to actively tom tom our achievements. The business has to be proactively sought and ensnared from the rivals. For all this brand awareness and visibility are supremely relevant.”
 
In the initial 10 years of his career Rishi had worked in America. American work culture and practices were deeply embedded in his psyche. His style was very exacting; he was completely bottom-line oriented,
agonising over quarterly results. He would not spare a thought for relationship. For KT a contract with a client would be the starting point to build a long term relationship and nurture it; for the brother the contract had to be followed to the last T. KT had transferred 5 consultants to Mumbai (Where Rishi headed the office) to take care of the expanding business. But within 10 months 3 of them quit. Rishi was flippant about it:”Well, my philosophy is simple –perform or perish. They opted to perish. I can’t wait till doomsday for them to deliver. No slack time to learn the ropes; they have to contribute to the kitty from day one. These 3 failed the test, so I asked them to go down the highway.”
 
KT disapproved of this attitude. He had always taken pride in the fact that his team stuck by him through good times and bad. He never asked anyone to leave. This of course would always ensure continuity. Thia of course had a different take on this: “Dad, all these people have reached the height of their incompetency. Being in comfort zone they cannot seek greener pastures, since there aint any available for them. Don’t fool yourself.” It was an argument that could never be settled. Thia fired her executive assistant of 3 years standing because in a span of 2 months she botched up two appointment dates of Thia. A trainee was asked to quit because he excused himself from going to Ahmadabad for a day long assignment since he had to babysit at home with his five month old child. Thia was clear; business is not run on sentiments, on emotions. When the dad asked her to be a little more humane, she asked him to stay away from meddling into her business. She told him curtly not to tinge business with an unhealthy dose of emotion.
 
Between the two of them Rishi and Thia were handling more than 70% assignments that came to WiseCounsel. Thia even engaged a communication specialist firm to get a new logo, stationary and other paraphernalia designed. Even if KT considered it totally wasted expenditure, he had to give in to Thia’s demand of giving a complete makeover to all the offices of the firm, She accosted KT too: “Dad, you always talk about your work style, beliefs, and values. But you forget that you are not running a one man enterprise anymore. There is Chacha(Rishi), me, and 83 seniors working here. Why should our emotions and values be less important? Just because you started the business? You think the numbers game is trivial, I think it is critical. If you had furnished data for the best Indian consultancies survey being conducted by the top business magazine Business & Economy we would have perhaps been ranked among top five. This ranking would have gone a long way in building goodwill for our business. But you declined because you think participating in a ‘beauty parade’ is beneath WiseCounsel. But what happened really? In the past one year business magazines did 4-5 stories on consultancy hot spots; they had nothing much to say about us. Merely because you decided to clam up. No dad, you must exploit every opportunity to announce to the world where WiseCounsel stands. When you constantly refuse to speak on FICCI or CII platforms, frankly it quite upsets me.” KT was of course not convinced. He sincerely believed that business magazines did not bring in assignments, nor does painting a positive public image by one’s ownself takes one far. He still believed in the ‘better mousetrap’ philosophy (Build a good product and people will queue up in front of your house to buy). What, according to him, is needed is a steady, client oriented performance which should speak for itself.
As if Thia was not enough of a ‘trouble monger,’ Rishi would often open battle front against KT’s style of management. When Chennai office was functional, Rishi suddenly decided to wind up operations there. His logic: “It is not delivering on bottom line. We have already waited three years.” KT was distraught. A, he thought, Rishi should not have decided on his own. And, B, moreover business was not all about fighting short term battles. Relationships take time to develop and nurture. Speed and efficiency, as dictated by forces of competition could not possibly be the sole guidepost to run a business. KT held that within their own benchmark, Chennai team was a little slow on delivery but was still not delivering so badly that it merited dismantling. Short term operational efficiency, where one lives QSQT (Quarter se Quarter Tak) as does American business, is not suited in the oriental setting of India. In India we don’t shower generous rewards on good performers but don’t ruthlessly penalize for an error too. KT thought that high staff turnover in branches that reported to Rishi established the fact that he was a poor man manager. Yet, he could not deny that Rishi’s teams contributed the most to the bottomline. Only, that Rishi lacked the right attitude to lead a people centric business. ‘A leader is the binding glue for an organization. Rishi may excel in operations; this does not take away from the reality that he scores poorly on man management. A leader should be able to lead his team and carry it along. In consultancy continuity is very vital; you cannot possibly have new set of replacement every 6-8 months. The client likes to work with the firm through the people he is familiar with and has faith in.’
 
Thia also believed in networking and maintaining good PR. She opined that aggressive promotion like entertaining the clients was a given, and not a waste of time or money, She totally discounted KT’s view that hardsell was irrelevant. Actually, on a number of occasions she was proven right. In one panel discussion, the M.D. of Beta Value, a pension fund from U.S told her, “We understand that you are closely aligned with Finacle, our competitor. Otherwise we would have loved to deal with you.” It is another matter that in past 2 years WiseCounsel had not worked for Finacle, though, yes, earlier they acted almost like an inhouse division of Financle. Thia was convinced that such wrong perceptions would have meant loss of many opportunities for WiseCounsel. Yet, her dad, a non-believer in image building would not make an attempt to reverse the situation. At times she thought frustratingly that with his overarching presence, dad was more like a banyan tree under which nothing could grow. He refused to acknowledge the new context of doing business, would not allow any change in his or the firm’s ethos, even when the business environment demanded such adaptation. Most MNCs think rather poorly of Indian consultancies. Brand building thus is very important. Willy Nilly most clients of WiseCounsel were medium and small sized Indian companies.
Probably these Indian groups felt a cultural affinity with the firm. Low cost low fee model of WiseCounsel further suited them well, although this meant inexpensive but low quality delivery. Thia always maintained fees need to be hiked, and consultants need to be well paid far greater effort, efficiency, accountability and output. Low cost could never be a USP of a business entity.
 
So even if KT would periodically think of rejigging responsibilities, the ideological differences with Rishi and Thia compelled him to carry on as the CMD, leaving the two of them with only operational responsibilities. The problem, KT gradually unveiled, was deep rooted. When he had set up the consultancy he had a certain vision for it. His brother and daughter from different genre did not share it, nor were they willing to own his vision for it. So they were constantly protesting. According to them they were being made to obey the Biblical commandments – the rules which demanded surrendering of their own free will. People resist because they don’t want to build someone else’s Taj Mahal; they contribute only when they are able to work for their own pyramids. Both Rishi and Thia did not see the WiseCounsel’s vision (as set by KT) and values aligning with their. Their Pyramid was different form the edifice built by KT
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