Customer Leaders start with the customer and work backwards.

rk backwards. Healthy is boring and consumer interest flags fast on menu

Obsession They work vigorously to earn and keep customer trust. variety.
Although leaders pay attention to competitors, they
obsess over customers.
Ownership Leaders are owners. They think long term and don’t Haldirams factory queuing in addition to SKU rationalization.
sacrifice long-term value for short-term results. They In addition to taking the SKU count from 100+ to 250, we
act on behalf of the entire company, beyond just their also had to finalise the procurement and inventory mgmt. of
own team. They never say “that’s not my job". highly perishable ingredients. This led us to do a factory floor
simulation for 3 lines with multiple switchovers. The amount
of human intervention was reduced in the 2nd factory setup
for 5 lines and 250 SKUs.
Invent and Simplify Leaders expect and require innovation and invention For milk runs, Runnr used to send Ace which often had
from their teams and always find ways to simplify. They logistics problems, so we started the concept of (dominoes-
are externally aware, look for new ideas from inspired) bike based hot-box concept
everywhere, and are not limited by “not invented here". 300 deliveries = 20 routes, need 20 folks got 3 aces (FTL =
As we do new things, we accept that we may be <50%) or 5 bikes (overloading and route TAT concerns)
misunderstood for long periods of time.
Are Right, A Lot Leaders are right a lot. They have strong judgment and 1st startup when people told us that biz students will go for
good instincts. They seek diverse perspectives and work marketing buzzwords related courses and sales is “unsexy”
to disconfirm their beliefs. … we checked the placement records for top 25 colleges for
trends and 30% get placed in mktg jobs… then reached out
to 25 folks for assessing their career path and importance of
skill segments
Learn and Be Leaders are never done learning and always seek to Diploma from LSE
Curious improve themselves. They are curious about new ML course from Stanford
possibilities and act to explore them.
Hire and Develop Leaders raise the performance bar with every hire and Running the IX team – includes Blockchain/RPA
the Best promotion. They recognize exceptional talent, and development with new hires. Training Calendar for 120
willingly move them throughout the organization. people. Mentor 5 A/C level. Organise bootcamps for the
Leaders develop leaders and take seriously their role in practice
coaching others. We work on behalf of our people to
invent mechanisms for development like Career
Choice.
Insist on the Leaders have relentlessly high standards - many people
Highest Standards may think these standards are unreasonably high.
Leaders are continually raising the bar and drive their
teams to deliver high quality products, services and
processes. Leaders ensure that defects do not get sent
down the line and that problems are fixed so they stay
fixed.
Think Big Thinking small is a self-fulfilling prophecy. Leaders UL project pilot originally planned for 1 country and 3
create and communicate a bold direction that inspires screens and 12 KPIs, 3 databases, with 10 FTEs and 2
results. They think differently and look around corners months timeline… took on the responsibility to pilot across 3
for ways to serve customers. countries in separate language/timezone/data schema with 5
dashboards, 12 databases and 25+ KPIs. With 12 FTE in the
same 2 months (and included 2-3 day live workshops with
business end-customer) in each country. Live project went
from 1 country (10 screens, 15 databases) to 5 countries
Bias for Action Speed matters in business. Many decisions and actions For NSDC, conduct survey across 400+ CXOs across 15
are reversible and do not need extensive study. We industries and instituting 15 round tables, all within 3 months
value calculated risk taking.
Frugality Accomplish more with less. Constraints breed
resourcefulness, self-sufficiency and invention. There
are no extra points for growing headcount, budget size
or fixed expense.
Earn Trust Leaders listen attentively, speak candidly, and treat
others respectfully. They are vocally self-critical, even
when doing so is awkward or embarrassing. Leaders do
not believe their or their team’s body odor smells of
perfume. They benchmark themselves and their teams
against the best.
Dive Deep Leaders operate at all levels, stay connected to the
details, audit frequently, and are skeptical when metrics
and anecdote differ. No task is beneath them.
Have Backbone; Leaders are obligated to respectfully challenge decisions
Disagree and when they disagree, even when doing so is
Commit uncomfortable or exhausting. Leaders have conviction
and are tenacious. They do not compromise for the
 sake of social cohesion. Once a decision is determined,
they commit wholly.
Deliver Results Leaders focus on the key inputs for their business and
deliver them with the right quality and in a timely
fashion. Despite setbacks, they rise to the occasion and
never settle