LIVING OUR VALUES
Think Consumer Consumer-Centric
To
Transparency & Opennes l Opportunity-seeking
Be
Bias for Action l Excellence
Big
Boundarykessness l Innovation l Global outlook
Consumer Centric l Transparency & Openness l Opportunity seeking l Bias for Action Excellence l Boundarylessness l Innovation l Global Outlook
Table of Contents 1. Foreword
01
2. Customers' WOW Experience
03
3. Trust in Relationships
07
4. Project Bihar - Tapping the Rural Opportunity
11
5. Battling Cyclone Thane in Pondicherry
15
6. Quality Decisions through Buying Information Portal
19
7. Coming Together for ICP Integration
23
8. Masala Oats - The Healthy Choice
27
9. Establishing The Goodness Of Coconut Globally
31
LIVING OUR VALUES
03
“
Your beliefs become your thoughts, Your thoughts become your words, Your words become your actions, Your actions become your habits, Your habits become your values, Your values become your destiny Mahatma Gandhi
”
Foreword Each one of us has core values that we believe in. They guide our behavior and contribute to defining who we are. For organizations too, values define the culture of the organization and guide the behavior of its members. At Marico, since inception, we have believed in the power of Values to create a distinctive culture. Perpetual reinforcement and consistent practice of Values is critical to sustain our unique culture. This is ever so important with our business expanding across geographies and new members joining the Marico family. This book has a selection of exemplary examples on Marico Values demonstrated by Mariconians. I am confident that these examples will inspire us to continue to live the Marico Values. Best Wishes Harsh Mariwala Chairman and Managing Director
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Consumer First
"Keeping consumer as the focus and a partner in creating and delivering solutions" Brief Description • • • •
Proactively understand stated & unstated needs of consumers Vigorously translating insights into marketable products & solutions Co-creating solutions with consumers Creating systems and processes to augment consumer insights & knowledge
DOs • • • •
I regularly seek feedback from consumer I proactively seek to understand consumer needs I encourage members to create and adopt processes that enable high consumer satisfaction I am an ambassador for company products
Customers' WOW Experience History bears testimony to the fact that every business has solely relied on the customer to grow. Any idea, as bright as it may appear for a business transforms to a successful idea only once a customer approves of it. At Marico, we can proudly say that our customers are an integral part of our success and it is their trust in us that has helped us grow. In the Kaya Skin Clinic Business, a focus on revenue generation over the years overshadowed the focus on service orientation. While there was a structured system to measure revenue targets and goals, there was none to measure customer centricity and exemplary service delivery. Out of this need, a refreshing new platform was born – Share a Smilestone - to recognize and highlight heart-warming tales of customer centricity and delight across Kaya Skin Clinic. This was a recognition program to motivate the clinic teams to focus on quality of service to clients by creating “Wow Experience” for the customer. Spearheaded by the Kaya Operations and HR Team in 2010, the campaign focused on encouraging and recognizing exemplary service delivery in Kaya Skin Clinics across the country. Employees or Kayazens, as they are called were invited to share their ‘Wow’ stories of customer satisfaction with others in Kaya through the ‘Share a Smilestone’ platform. Kayazens could share their stories of customer delight
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