June 2013

The In-house Journal of Eureka Forbes Limited

EUREKA FORBES
Your friend for life

EUREKA FORBES
Your friend for life

ndias brightest and smartest teams of professionals, the Nawabs of Eureka

Forbes, recently assembled in Hyderabad for the 31st SMART conference. In
this city of pearls and rich history and culture, they interacted, learned from
each other, dreamed together, innovated and planned strategies to ensure
yet another year of success ahead.
It was the largest-ever SMART, with the initial 400 managers being joined
a day later by
another 400
leaders from all
verticals and functions. They were
welcomed at the
Taj Krishnas magnificent hall which
was imaginatively decorated with an F1 theme complete with pennants, banners and flags. Appropriately
so, since our business is like a Formula 1 race, where

EUREKA FORBES
Your friend for life

EUREKA FORBES
Your friend for life

The vibrant and energy-generating new Eurochamp anthem integrates the top 9
languages of the country:

ul Eurochamps!

We are Eurochamps... successf

Amey che Eurochamp

Hum hai Euroch amps

Aamhi Eurochamps

NaaVellru Eurochamp

Amra Eurochamps

Meme Eurochamps

Nangal Eurochamps

Njangal Eurochamp

The audience appreciated the rhythm and spirit of the anthem and asked for an
encore which was sung with double enthusiasm!

every second is important and each successful manoeuvre results in an

insurmountable lead.
This 31st edition of SMART, with its dynamic Formula 1 theme, was
marked by high decibel jubilation and lusty cheering as Eurochamps
celebrated the very successful year gone by. Apart from high-level interaction and camaraderie, it was an opportunity for in-depth strategising,
towards ensuring that the gathering of determined go-getters could speed
full-throttle ahead towards the challenging goals of 2013-14.
Thus, the race towards a truly exciting finish began at the Taj Krishna!
The winners podium,
depicted the three
most important
Eureka Forbes
elements the first
being the
Eurochamp, the
second being the
Customer and the
third being S. L.
Goklaney
representing all of
us.

}We Successfully Maximised

And Now We Must Winnovate!~
This was a landmark edition of SMART,
exclaimed an ebullient Suresh L. Goklaney,
Executive Vice Chairman, as he welcomed
Eurochamps to the 31st SMART
conference. We achieved last years pledge
to maximise performance and rolled out
multiple winning initiatives. Heartiest
congratulations and many thanks for a
spectacular job done! It shows that we are a
solid team with one vision and one mission.

We Maximised Performance

We Maximised Potential

In 2012-13, every category, vertical and region showed

buoyant growth, affirmed Mr. Goklaney. Our mother
brand, Cleaning, retained its dominant market share. We
continued to be Kings of Water. Clean Air showed huge
potential. Security took big strides forward. Aquamall
surged on, whilst Fireguard and Eurodiya got off to flying
starts.
Underpinning this fantastic performance is the
fact that the company and all its verticals and regions
registered multiple All Time Highs and records were
broken like never before, Mr. Goklaney continued.
The Eureka Forbes Group registered its All Time High
five times as did Eurosmile. Direct Sales did it twice
with Aquaguard; Eurovigil and Eurosathi doing it once
each, as did Consumer, Forbes Pro and International
Operations. Region 1 bettered its All Time High five
times, Regions 2, 3, 4 and 5 did it thrice each, whilst
Region 6 accomplished it twice. Aquamall crossed a
significant milestone by rolling past the 10 mn production
mark.

Our company has thrived on unearthing and realising

potential to its fullest, Mr. Goklaney remarked.
We focussed on our core strengths and forged
strategic partnerships, bringing in best-in-class external
practices to create a lean, responsive and consumer-led
value chain. Increasing our market penetration enabled
us to leverage growth opportunities by tripling our
franchisee business partners. We also synergised Direct
Sales with our Institutional business.
Our Eurochamps are our lifeblood and we have
become a virtual nursery for growing people which
has been globally recognised, asserted Mr. Goklaney.
We therefore undertook strong employee development
initiatives as we continued to build a talent powerhouse
infused with our strong values. The 17 Dream Teams
did a magnificent job, enhancing our water purification
market share significantly and consolidating our
leadership position. The Senior Leadership Team,
our second line of management, demonstrated their

considerable abilities by fronting their

respective verticals at SMART. The Coach
Development, Young Leaders Development
and Leadership Development Programmes
added to our thrust.

We Maximised Impact
In order to maximise impact one has to
change the rules, proclaimed Mr. Goklaney.
We partnered with the mega TV serial
Satyamev Jayte hosted by Aamir Khan. We
also synergised with the episodes on drinking
water and the differently-abled and employed
integrated communication to generate a surround impact.

We Maximised Connectivity
We realised the immense possibilities that digital media
affords us to connect with the customer of tomorrow,
Mr. Goklaney revealed, but more importantly, we found
that it gave our Eurochamps in the field an extra edge.
Strengthening our digital assets through constant
innovation enabled Digital @ Eurekaforbes to draw even
more visitors and generate more leads and sales. We
capitalised on the mobile revolution through a WAP site
where customers can book a demo, log a service request
or watch a demo video. We harnessed Augmented
Reality beginning with the Aquaguard GROUVTH ad in
The Times of India and incorporated a Layar application
in the Aquaguard flip chart which gives customers direct
access to additional information on-line. More innovative
and expansive use of social media allowed us to engage
with more new age customers and to safeguard our
reputation by expeditiously responding to and resolving
customer complaints.

Winnovate the New Mantra

Saluting the Eurochamps for their extraordinary
accomplishments and the prestigious recognition that they
have brought the company, Mr. Goklaney expounded,
In the dynamic environment that we are facing, if we
continue doing what we are doing, we will continue
achieving what we are achieving. To win the future, it

is not enough to do the same things better. We have to

open new doors. Only through innovation can we win
the future. Hence the mantra we must adopt for the year
ahead is Winnovate- Innovating to Win.

To win in the future, our company has

targeted:

Building a Winning Global

Multinational
Being the best is in the genetics of every Eurochamp
and of our company, Mr. Goklaney emphasised. To
become one of the top 10 direct sales conglomerates in
the world, we will expand our presence to 50 countries
and enter the international retail channel in many of
them. Numerous global opportunities for our Eurochamps
will ensue. We will also strive for greater integration
between Eureka Forbes and Lux International, especially
in product development and manufacturing, training and
supply chain.

Developing Winning World-class

Products
We always want to bring the latest technology to our
customers and arm our Eurochamps with products with
an unmatched competitive edge, Mr. Goklaney stressed.
To become the global leader in water, we will
leverage the power of our brands - Aquaguard, offering

premium products like the new

Aquaguard World Series, and
AquaSure, the fighter brand with
value-for-money products. Our
joint venture with Waterlogic
PLC will manufacture and market
products specially adapted to the
Indian residential and institutional
markets. These will be sold in select
territories abroad too. We will take
AquaSure packaged drinking water to the
FMCG channel and win new customer groups
with a retail range of on-the-go personal purifiers
and tap purifiers. Our agreement with Comac for
product development and technical cooperation allows
us to manufacture its domestic and institutional range of
cleaning technology products in India.

Creating a Knowledge-based
Winning Company
This is the foundation on which
our company will leap into the
future - the repository of all
the valuable learning
diligently gathered
by our Eurochamps,
Mr. Goklaney
underlined. We will
harness the power of
our award winning KM
system. Phone-a-Friend
is being enhanced with a
6

toll-free number and an expansion

of features to elicit suggestions
and first-hand product quality
feedback from Eurochamps.
Euroshare will be migrating
to a new platform to make it
more interactive and user friendly,
incorporating dynamic new features
such as a Blog, Social Media and Live
Chat.
We will leverage knowledge to restructure
the organisation based on tomorrows needs
to strengthen Performance Management
Systems and reinforce succession planning.
We will use technology to help our Eurochamps build
closer relationships through CRM and the introduction of
tablets and smart phones. We will make the most of our
inventive Lead management system. A renewed focus
on Dream Teams will
provide select high
potential leaders
with a prestigious
development
opportunity to
innovate and create
new growth strategies
for the company.

Forging Winning Customer

Relationships
The customer has always been at the centre of our
business and the enduring bonds forged by our

Eurochamps have made them friends for life, declared

Mr. Goklaney. We will grow our
customer family by changing the
rules of the games. Integrating
sales and service, moving up
the value chain and making
our products more affordable
are other key thrusts. So is
automating our CRM module and
retaining customers. We will maximise the advantage
of our Innovative Barcode Scanning Process and our
e-CARE (Enhanced Customer Automated Response
Enabler), which have significantly improved our customer
responsiveness.

Being a Winning Social Catalyst

We are dedicating ourselves to our dream of providing
safe drinking water to every Indian, duplicating what we
have done in urban India, in rural India, avowed Mr.
Goklaney.
We are switching
from individual to
community systems,
and developing
sustainable business
models with
community plants and
working with NGOs.

Some key projects already completed are our

Aquaguard Shuddh Jal Vikri Kendras in Latur,
Maharashtra with Sakhi Retail; our first public-private
partnership project with Environmental & Co-ordination
Organisation (EPCO), Govt. of Madhya Pradesh, in
select villages with high fluoride, iron and salt content;
as well as our partnership with Fem International for
a Water Shop at Agra for the slum community. We
were privileged to distribute safe drinking water at the
Mahakumbh Mela in Allahabad -- the worlds largest
congregation of religious pilgrims. Kudos to our team that
worked day & night on this project.
We nurtured our pride Euroable, which empowers
the differently-abled. More members were added to the
Euroable family which interacted with over a million
customers with increased productivity. A Euroable centre
is now planned in Bengaluru to cater to our customers in
South India.
He concluded by wishing all Eurochamps: May you
touch the sky with glory. May you experience victory
everywhere. May you always be powerful.

Winnovation Targets
After listening to Mr. Goklaneys inspiring presentation,
Eurochamps enthusiastically rose to the occasion and
pledged their new targets which will take them to new
heights of glory.

In the Harvard Business Review

(July-August 2012) the company
was showcased in the article, How
We Built a Door-to-Door Selling
Machine which appeared in the

section Spotlight on Smarter Sales: The View from the Field.

Besides, the Eureka Forbes Harvard Case Study has become a
graphic photo-novel with our Eurochamp as its hero.
7

2012-13 Dream Teams Make an Impact!

At the previous SMART, 17 Dream Teams were announced - with the mandate to increase market share in the
water category. The enthusiastic Eurochamps threw themselves into this challenge with gusto and performed
magnificently! The overall Aquaguard market share increased by 4%. Meet the winners!

First Prize

H. R. Ganesh: Converted competitors into

partners.

}When we are in the field, we consider

ourselves as one Company without separations;
there are no verticals. We synergised and
converted our enemies into friends.

Two Second Prizes

Dr. Abhay Kumar: Changed the rules of the game. Identified areas outside
Coimbatore city for RO sales. Increased market share, excluding UV sales.

R. R. Prasad: Created and developed UV markets using knowledge and insights in Mysore and increased
productivity by 40%.

Senior Leaders Take the Stage

In a departure from tradition, this year the Vertical and Functional presentations at SMART were
made by members of the Senior Leadership Team (SLT). They made impressive deliveries, glimpses of
which are seen in the following synopses.

VERTICALS
EFL Direct

Mathialagan V.

The EFL Direct Eurochamps are, brave, fearless, engaged tigers that command respect,
said Mathialagan V. This team has been winning each day for the last 31 years!
Highlights were the Aquaguard team achieving a 17% growth, the Eurovigil team
achieving a 30% growth and Eurovalue growth of 20%. A new Fireguard category
achieved impressive sales in a matter of days.
Ambitious targets have been set for the next five years in the categories of Health,
Hygiene, Security and Smart Living. The team strength will increase and the Division will
have a presence in 1000 Indian cities and towns. It will be a true relationship company.
A large number of exciting plans and initiatives are being introduced, including a payment plan that focuses on
more pay for performance to multiply the productivity of Eurochamps. A huge focus on training will bring back the
magic of Euroclean demonstrations and going into smaller homes.
Further plans on the anvil are having distinctive products for Direct Sales, building up relationships with partners,
more sales through digital media, the use of tablets to capture daily activities and 25% of sales to come in through upselling and cross-selling.
In addition, there will be a renewed focus on institutional sales. Eurovigil would focus on making homes safer and
more secure through distinct products and CMS would give customers multiple options through multiple services.

n
Consumer Divisio

Shashank Shrivastav

Our vision is to provide easily accessible, innovative solutions to improve the

health, hygiene and safety of global citizens, began Shashank Shrivastav, going on to
reveal the Consumer Divisions reach from semi-urban towns, to metros and, in future,
across international boundaries too.
He outlined the Divisions dreams for 2016, primary among which is to be an
organisation with sustainable profitability & high growth, by forging mutually profitable
relationships with three key stakeholders Eurochamps, Business Partners and Consumers.
Other dreams are to put AquaSure amongst the top three brands in POU water purification
and among the top five national brands in the PDW business; be leaders in health &
hygiene products in the retail business; create a Best in Class retail service; and create a retail footprint for health &
hygiene products in 20 countries.
In the next fiscal, winning in the market would be achieved through the launch of innovative, world class products
and by leveraging the category expertise of this world class retail team. Other cornerstones of the 2013-14 strategy,
geared towards achieving ambitious growth plans, are to improve retail reach; create an army of promoters to drive
conversions and tertiary sales; set up Eureka Forbes Health Zones in priority markets; capture consumer data and
drive cartridge sales; and launch the rental model.
9

FMCD

R. Vedanarayanan

R. Vedanarayanan spoke about the belief that 85 Franchisees had in Eureka Forbes, as
evidenced by the heavy investments they had made. Besides, brand AquaSure is the only
packaged water purification brand in the world which is certified by WQA, Gold Seal of
USA. Around 45.8 million litres of pure water have been delivered to consumers through
the AquaSure brand, which is present in over 19,000 outlets country-wide. Innovation has
been a prime focus, as is seen in the AquaSure Shoppees.
There are immense opportunities for portable pure & safe drinking water, affordable
pure & safe drinking water at home, branded daily cleaning products and solar power
providing the rationale for launching the FMCD Division, which aims to enter every single urban household.
We have also entered Mauritius to explore opportunities in packaged drinking water, he said.

Forbes Pro

Manoj Nag Choudhary

Manoj Nag Choudhary focussed on the consistent growth of the Division and the drive to
maximise customer experience, employee potential and market opportunity. Highlights of
the past year included 400 appreciation notes from satisfied customers and the first article
about the new Aquaguard cooler-cum-purifier in leading B2B trade magazines.
He also focussed on the huge number of training programmes conducted; team activities
such as the launch of the 10 Millionaire Forum in Delhi; learning initiatives which focussed
on understanding and marketing the Divisions products; and varied fun activities like
Summer Cooler, Monsoon Mania and the Aqua Challengers Club.

Puneet Mishra
Puneet Mishra said that the team has learned the hard way and has pioneered various
businesses such as facility management, clean technology solutions, railways projects
and water projects. Today customers are ready to listen to the teams advice as regards
health, hygiene and cleaning and water requirements, and they are ready to pay for it too
- which is indeed a matter of great pride! Forbes Pro is also focusing on developing leaders
internally, on giving people pride and recognition and on financial gains. The Division
would like to triple sales in the next five years. Other future plans include offering customers
a per person or a per square foot charge looking at the clean air segment; creating synergy between divisions
entering the municipal segment; and becoming complete solution providers. The Forbes Pro Academy has now been
taken to customers premises. We may win or we may lose but we will set out targets high, he concluded.

Eurosmile

10

E. Siddiah Naidu
E. S. Naidu outlined the great performance of the Eurosmile Service teams that had led to a
20% growth for the Division, as well as the CAGR, ATH and AMC highs. Other highlights
were the launch of Fireguard; close to 1000 customer satisfaction letters; a substantial
number of institutional AMCs; and winning the keenly contested Best Franchiser Award for
Customer Service.
Going forward, delighting customers will be the Eurosmile strategy, along with
leveraging IT, using performance tracking and enhancing the overall EFL value perception.

There would also be a large number of Eurosmile strategic imperatives such as enabling customers to renew AMCs
online; generating spot receipts at customers houses using bluetooth printers; and Customer Confidence Centre
authentication using Tablets. Eurosmile strategic imperatives would encompass implementation of the 1-1-1 Eurosmile
promise (1 minute to register a complaint, response within 1 hour and resolving of the problem within 1 day); as well
as appointment-based service; staggered hour service support; SMS messages to customers for each transaction; post
service Happy Calling; a zone-wise escalation matrix; and effective implementation of the Supply Chain.
Profitability through customer delight is the key Eurosmile focus, concluded Naidu.

FUNCTIONS
R&D

Dr. Abhay Kumar

Dr. Abhay Kumar explained how R&D has been restructured into five
functional divisions to meet unique EFL needs and highlighted the active role that the R&D
team has played during the past year in the launch a slew of new products. He referred
to the impressive number of customer visits, water quality analyses, external product
certifications and product training programmes over the past year, in addition to a variety
of marketing and CSR activities.
Sufficient business was generated from water analyses to meet daily running costs of
the Water Labs and a large volume of sales references was collected. To provide field support, compulsory field visits
were initiated for the R&D team. A product-related field observation documentation system for new products was
initiated to collect useful data for the development of future products. The Right Product for the Right Market and Water
Doctor activities covered over 37,000 sample customers, generating over 2200 enquiries. The R&D Team bagged
four UNESCO awards and gained around 49 design registrations as well as 7 patents.
Four new products apiece were launched for Aquaguard and Aquasure and two each for ForbesPro and Euroclean
are being readied for launch next year, as are a series of other products.

Manufacturing

Suresh Redhu

Aquamall has been growing silently into a well-oiled support system for the other
Divisions, stated Suresh Redhu. Aquamall closed the year with an excellent sales
performance and an impressive despatch compliance of 99% during the last two quarters.
In terms of volumes delivered it has been 100% as per S&OP demand, thanks to steadily
increasing productivity in the factories.
Through the Phone a Friend initiative there is an option to speak directly to the Quality
team and resolve issues immediately, while the Quality Desk has been another productive
initiative to register quality issues. Each Q ticket is tracked and there is an internal target of
closing such issues within 30 days. Enhancement of product reliability is promoted through
a set-up at the factory to understand and rectify failure points of a product.These initiatives have resulted in some
tangible benefits, such as a declining rate of spares consumption. Training both technical and competency has
been a big focus area.
The Aquamall team works with the local community to build friend for life relationships. As part of the Winnovate
strategy at Manufacturing in order to consistently deliver quality products, the Barcode utility is being taken to a
different level.

11

nology
Information Tech

Milind Karoor

The predictions made at SMART 2002 about IT becoming the backbone

of the Eureka Forbes engine have come true, thanks to the email messaging system,
SAP business applications, IT infrastructure and networking across 270 locations. IT
achievements include putting into place a unique process to capture service activity using a
scanner and transmitter - implemented for the first time in the world. It captures online data
of around 2342 Service Technicians and feeds it into SAP in 30 seconds.
Improvement of efficiencies and cost savings have been promoted through Interactive
Voice Recorders (IVR) at four call centres. Warehouse management for spares has been
implemented at six warehouses, where systematic bin-wise storage of spares using the SAP
system has contributed to a 30% reduction in identification and retrieval time. Six Key Performance Indicator reports
developed for warehouse logistics have also vastly improved service levels. The development of an automated bill
passing system for Aquamall has improved efficiencies and promoted cost savings.
The IT team is determined to continue to innovate and win. A series of exciting IT projects for 2013-14 include the
implementation of tablets for Service Technicians, so that they can receive complaints while on the move; accepting
AMCs through the Web; the reduction of the Service inventory by 10%; BAMS for Consumer distributors and ESMS
for Eurosathis.

anagement
Supply Chain M

Ramesh Rajamani

Supply Chain is all about delivering to the expectations of our

customer, began Ramesh Rajamani, going on to describe the supply chain journey over
the last two years, which has focussed on inventory planning, warehouse efficiency and
competitive buying. Each of these areas has seen improvements, which have reflected in the
bottom line. To achieve further improvements Must Win battles have been outlined focus
areas for the current year.
The process of outsourcing, through third party logistics service providers has resulted in
considerable gains. Eurochamps agree that they save about two hours delivery time, there
is less physical exertion, increased retention and better data validation.
Consumer Division focus areas are sales team productivity, stock obsolescence and improved returns. There will
also be a strong focus on improving the Sales Return process for customers. This has already been piloted in Mumbai
resulting in a 94% reduction in returns and a 24-hours replacement guarantee to customers.
As far as Spares Business Partners are concerned, there will be a new push base system for fast moving items, with
slow moving items going through the hub. All this will result in a huge value creation.

es
Human Resourc

Patricia DLima

Patricia DLima explained how EFLs four pillars of Earning, Learning, Pride &
Fun had been upheld during the year, as well as how EFLs belief of growing leaders from
within via various initiatives including the SLT (Senior Leadership Team) and the Eurostar
(Key Retains Programme) had been implemented.
SLT is a forum comprising cross-functional leaders. It meets every quarter and is
empowered to take decisions and address operational and cross-functional issues.
Each Eurostar was in charge of a Dream Team project to increase market share

12

of water. The teams had cross vertical representation which promoted a focus on EFL as a whole, rather than on
individual verticals. Learnings from these projects were uploaded on the KM site.
Twenty leaders across verticals went through the Coach Development programme and then each one coached one
person for eight months. The success of this programme has called for a similar session in the coming year. The Young
Leaders Development programme run in Direct Sales had 193 nominations, from among whom 52 selected Champs
were put through an assessment at the end of one year and 33 of these were put on the Fast Track. Thirteen HCRC
positions were filled via this programme last year.

nts
Finance & Accou

Kavita Gandhi

Strategies during the past year had a stronger focus on systems, processes and best
practices, to support the Group as well as to strengthen its position on various platforms.
Eureka Forbes has entered into a strategic partnership for F&A and certain back-end
activities. There will be systematic discussions regarding transition plans and the entire
project will be completed by December. With support from Supply Chain and Operations,
working capital can be improved six-fold.
Other focus areas are improving credit rating, funds management, Forex risk
management and tax planning. Corporate governance is gaining importance and a
separate cell will be set up for this purpose. To achieve all these strategies the company will

have strategic goalposts.

There are tough challenges ahead, thanks to the prevailing economic scenario, but performing against the
odds and emerging winners is in the very DNA of the company and of every Eurochamp, she concluded. We will
innovate to win and achieve our strategic goals by working together.

A Proud Partner of EFL

Reto von der Becke
President & CEO, Lux International

I am proud to be a partner with Eureka Forbes, which has been so successful

and dynamic in the past year, said Reto von der Becke. He said that it had
been a good year for Lux International too and spoke of the achievements
of his company and of its vision, highlighting that it is now present in every
continent.
The 111-year-old Lux International, has been expanding beyond the
cleaning segment and is today in categories very similar to those of Eureka Forbes.
With the association between the two companies getting closer, we will celebrate many more successes
together, announced Reto. He urged Eurochamps to Make your dream a reality and your reality a dream
(come true).
A company like Eureka Forbes which is so growth-oriented enables winners to make their dreams a reality.
You must create a personal vision of your private and professional dreams your company provides the
opportunity to make them come true, he said.

13

SMART NATIONAL AWARDS 2012-13

he annual Smart National

Awards Night, on April
4, 2013, saw a galaxy of

high achievers from around the

country being presented with
their well-deserved awards,
amidst hearty applause and
cheering.

Ajay Sachdevs
compering skills helped to
make it an exciting event!

Direct Sales

Best Division Award Mini Metro & Other Towns:

Satyanarayan Mishra (Bhubaneshwar, Cuttack)

Eurosathi Division Winner: Sanjay Gupta (Rajasthan)

14

Best SBU Award: SBU 9 (Maharashtra)

Eurosathi Division Runner-up: N.G. Satish Prasad

(Karnataka)

FBP Winner: Pradeep Pal (Kolkata - East II)

FBP Runner-up: Samir Goswami (Guwahati)

Best Area Award Winner: A. K. Upadhayay

Best Area Award Runner-up: Sheikh Abdullah

Best Cost Management Award 1st Winner: Nasik

Best Cost Management Award 2nd Winner: Cuttack II

15

Forbes Pro

Clean Technology Solutions Top Region Award,

Industrial Segment: Region 2

Water Products Best Region Award: Region 3

Clean Technology Solutions Top Region Award,

Professional Segment: Region 1

Clean Technology Solutions Best Region Award: Region 1

Eurosmile

Water Products Best Area Award: East II

16

Best Region All India Winner: Region 3

n
Consumer Divisio

Best Branch Award NC: Pradeep Nair, Delhi NC

CEOs Award: Region 5 A

(A. Rajashekaran / Ranjith Nair)

e Year Award
Techno Champ of th

Best Branch Award EC & NC: Brijesh Gupta, HP

hairmans Award
Executive Vice C

All India Winner: Yogesh Pandey, Region 1

Executive Vice Chairmans Award for Best Region was bagged by Region 5. It was received by R. Sarvanan.

17

st Region
CEOs Award for Be

Special Recognition Awards Synergy

Award winners H.R. Ganesh, Manoj Singh,

Mahesh Kulkarni, H.S. Arora and Venkat Pai are
seen with S. L. Goklaney and A.V. Suresh.
Region 4 - Venkat Pai

Multiple Winners

Region 3 put up a superb show and bagged 5 awards

18

The high achievers of Region 4 bagged three awards!

Direct Dreams Big

The Direct Sales gathering was warmly welcomed by H.R. Ganesh, who
said that this was the great
city of Nizams.
S.L. Goklaney entered to the sound of thunderous cheers. He called
this a landmark SMART in many ways. He congratulated L.P. Joshi on
completing 25 years in the organsation on that day.
Marzin R. Shroffs entry was greeted by energetic clapping. His hardhitting presentation inspired every Champ present. Every one of them
was thereafter determined to go out and conquer!

Marzin R. Shroff:

Winning Each Day

Marzin R. Shroff began his presentation by showing the gathering a picture of a tiger. Who is
this tiger? he asked. The Eurochamp! was the gatherings resounding response.
He then described the tiger as aggressive, fast and agile, needing to run faster than the
fastest deer in order to win like the tiger, Eurochamps are born to rule!
A telling testament to the Divisions success has been that after a decade, EFL Direct has
achieved double digit growth. Eurochamps pushed the bar even higher when the new category
Fireguard reached the 5000-unit mark in 150 days. The new channel FBP showed excellent
growth, while Eurovalue showed a good increase too. Four new products were launched under the Aquaguard World
Series. The digital channels generated a huge number of leads. Through the categories of Health, Hygiene, Security
and Smart Living, Eureka Forbes will be in the business of relationships, having a world class Direct Sales Vertical,
with three distinct channels of going to market CRC, EFL Partner (FBP, FDO, EuroFriend) and Institutional.
The EFL CRC Business model will work on the high value and luxury products. Through surround activities and
Online Lead Generation techniques, we will pull customers towards our products, emphasised Marzin.
He said that EFL would have 6 Managing Directors one for each region. Besides, EFL Direct would offer the best
training ground for frontline sales champs, as well as partner opportunities if they choose to become entrepreneurs.
Our major source of business comes from our customer loyalty, said Marzin. Along with our web based partner
programmes and other partner channels, we will re-invent direct sales to become the future,
with a new product line-up and systematic communications. But at the end of the day, our most
valuable assets are the Eurochamps; their dedication and energy is what gives the company
the stamina to always succeed. Only if the Eurochamps who work with us become our friends,
they stay with us as Friends for Life.helping us succeedevery time. He also made important
announcements about initiatives that would enhance the teams effectiveness in the coming year
and announced that 2013-14 would be the Year of Euroclean.

Mathialagan V.: High Aims & Achievements Will Continue

To be ahead of the times, one should always have the desire to learn, to absorb knowledge and
to better skills. Applying new ideas and learning to ones professional life will come only if there
is willingness to change. Learning and not applying such ideas at work can be considered a
professional sin.
19

The Future Perfect Direct Sales team will be focussed on learning, for the illiterate of the 21st century will not be
those who cannot read and write, but those who cannot learn, unlearn and relearn.
For the year 2013 2014, our focus will be on creating a unique experience for all Eurochamps. We will see a
transition from managers to leaders, from good storytellers to great storytellers and from being a team filled with stars,
we will be a star team. Congratulations are in order to the Region 3 leaders for topping in volume and value growth.
Also, congratulations to the EFL Direct leaders for the overall EFL Direct productivity increase by 11.5%.
This year our focus is on four pillars: Desire to Learn, Willingness to Change, Commitment to Take Action and
Persistence.

Shashank Sinha: The Consumer is King

Marketing has evolved from being a cost function to becoming a Lead Generator and now a
Profitability Driver. With the emergence of digital media, it has become imperative to use these
channels to build deeper relationships with the target audience.
Going forward, this year Eurochamps will be given EuroTabs empowering them and
making them faster, stronger and able to meet tough market challenges. High-impact campaigns
and the best products for the best Champs will be introduced. The website will now be a Selling Site with more user
friendly and social integration features, thus leveraging the powerful medium of social technology. With e-CRM we
will build our loyalty and up sell as well as cross sell, he explained. We will also leverage the use of mobile and web
couponing and obtain consumer feedback through e-mails and mobile apps.
Direct Sales products will be available on leading e-commerce portals, like
India Times. The new Eurosathi.com website will facilitate partner channels to
be more effective. Together with Eurochamps, we will collaborate and formulate
solutions. We will implement what they decide.
2013-14: The year of Euroclean

Ananthraj G.H.: Eurovigil

Focusing on Eurovigil principles, Ananthraj G.H. explained how to be Distinct, Definite and
Direct in all aspects of the business and thus be a Friend for Life. He outlined the strategy for
the coming year, which includes Demo Innovation through Tabs to enhance per customer value;
generating friend for life referrals through synergy@SSD Direct.com; Winnovating through
taking the e-knowledge series to leaders; obtaining regular technical feedback from the field and
promoting improvement through the Knowledge series.
Ananthraj said the team would maximise business by officially partnering with 10,000 influencers, increasing their
share of the intrusion business, taking home automation sales across India and conducting leadership and product
training programmes every cycle.

Direct Sales Regional Heads

Region 1: S. Murlidharan
We challenged our limits resulting in a CPU reduction, an improvement in On Roll Productivity
from 8 to 12 and a three-time increase in FBPs. Region 1 also bagged one of the largest RO
orders, thus throwing out key competitors. The focus is now on crossing the 1 lac units mark.

20

Region 2: P. S. Sukumar
We aimed at five things and achieved them: Market opportunities, customer satisfaction,
Eurochamp productivity, Eurochamp happiness and celebrations & fun. Rajasthan came back
on the growth path after two years. Our rural recruitment initiatives were recognised by the
Government of Gujarat. Other highlights were our FBP channel being the first to cross 1000
units in a cycle; having the highest number of qualifiers from Rajasthan for Eurosathi; and the
renewal of our service ISO certification.

Region 3: Aujen Moulik (East II)

You can have everything you want in life, if you help other people get what they want
We must bring in an everyday training culture. Expansion plans for the year ahead include
opening a CRC for Eurovigil. The East II team has distinguished itself by bagging a host of
awards: the Best Area Award (both winner and runner up); the Best Division Award, the Best
FBP Award and the Cost Management Award.

Region 3: Ashok Debnath (East I)

In the coming year, our focus will be on achieving 60 active Door Knocks twice a week; a
minimum of 10 Field Coaching sessions by the leaders for zero sellers and daily tracking for
zero sellers. East I highlights include being the highest selling SBU for both Aquaguard and
Eurovalue. The North East has achieved a growth of 10%.

Region 4: Venkat Pai

We are learners who thrive in a challenging environment and are committed to operating with
honesty, integrity, respect and a passion to continuously improve, said Venkat Pai. We are
drivers, determinded to give customers the best in life. We are accountable to each other and to
ourselves and we are leaders who perform with heart.
Region 4 won the CEOs Award; delivered timely incentives to Eurochamps; honoured
champions and their families and followed benchmark practices. It also leveraged the power of
SMS for daily activities which yielded all-round results.

Region 5: H.R. Ganesh

We aim to establish the Partner Channel Business as an extended arm of EFL Direct, developing
maximum AWEs and combating competition. R5 achieved the highest growth and is the only
Region that showed growth in every channel. Highlights are that FBP is a new hit; the Security
Division has come back strongly; we are No. 1 in Aquaguard sales and ours is the 1st region to
celebrate the 1st Living Legend of EuroVigil - Gururaj. We will leverage EuroTab technology to
yield maximum results and want to see all BMs and above enjoying the OYCS (Own Your Car
Scheme). We will have 251 World One Champs!

Region 6: M.K. Sreejith (Tamil Nadu)

We want to bring back the glory of Tamil Nadu by creating a winning mindset culture. For
us the Eurochamp is the First and Last and we believe in the 3 Rs of Respect, Recognition and
Reward, as well as in spending quality time with front line Champs.
Chennai is the No. 1 Metro in EV sales. We also have the All India highest selling EV Champ
and the 1st Lady Eurochamp Living Legend in SSD, Ms. Eswari.

21

Region 6: Mohanraj (Kerala)

We are steadily moving from growing to greatness. Our motto is: The right product for the
right customer through committed champions. We put in plenty of efforts in order to source the
right talent and we also achieved a benchmark Aquaguard performance.
To be ahead of the times, one should always have the desire to learn and a willingness to
change. One has to be persistent. For the year 2013 2014 our focus will be on creating a
unique experience for all Eurochamps.

Ajay Sachdev: Creating & Sustaining a Learning & Training Culture

We continue to focus on the learning curve of EFL Direct Leaders through identifying
developmental needs, imparting structured training, carrying out organisational developmental
initiatives and by setting up training efficacy system. Training impact will be tracked and
integrated with existing processes. In addition to a series of new training programmes, a
Euro Value do-it-yourself training kit will be launched.

Jeyrish Peiries: Human Resource Strategies

Towards talent attraction, there has been a shift from Quantitative recruitment to Qualitative
recruitment. The concept of a Mentor at Work has been introduced. The HR role itself has
been redefined to include the improvement of retention and performance through Eurochamps
engagement initiatives such as recognising the efforts of the Champs, removing roadblocks that
hinder performance, guiding performance by providing effective feedback and the introduction
of the Riding with Pride scheme.

Donning the Mantle

M.K. Sreejith, Tamil Nadu

Raja Subramanian, R2

Roles exchanged: Aujen Moulik, East I and Ashok Debnath,

East II
22

Alok Jha, Mumbai

Sanjeeb Kundu, SBU3.

Venkat Pai, R4 +
Delhi NCR

Lalit Wadhwa, Institutional

Channel.

Euro-Tantra Inaugurated
Euro-Tantra Volume 1, a collection of 75 stories and anecdotes that could
help Frontline Eurochamps to build relationships with customers, was recently
inaugurated.
These stories have been compiled for
developing the Art-of-Story Telling in Eurochamps and Frontline Leaders
and reflect true experiences of Direct Sales leaders and Eurochamps.
Each story has an implied moral and incorporates learning and guidance
on how Eurochamps can develop an emotional connect with customers
and help them to lead healthier and safer lives.
S.L. Goklaney inaugurates Euro-Tantra.
The first story Babysitting has been authoured by S.L. Goklaney.

Innovative Launches
New Eurosathi Portal
This new portal (www.eurosathi.com) incorporates various centres Business, Operations,
Marketing, Products and Training as well as a Gallery. There is a rich repository of policies and
marketing collaterals and training material. A very interesting section My Corner has been
created in which Eurosathis can share personal information with the Eurosathi Community.
Manju Mishra (right) shared the features of the new portal.

EuroTab
The EuroTab, a Tablet for Eurochamps, was launched by Siddharth Singh at SMART 2013.
Eurochamps will be trained on how to use its applications and KYC forms, as well as on
using wifi and synchronising applications. The World 1 Team has started using a range of
new age tools to demonstrate product features and benefits.

View from the Top

You champions must work as one team for one dream. All Eurochamps must be made much stronger and more
efficient through innovation and technology. For example, Direct Sales is now integrating web and phone thus
giving you a weapon in hand and making you more powerful.
How can we become quicker and more productive as constantly demanded by customers? No other
company in India has a channel like ours the Eurochamps. You take the power of Eureka Forbes to customers
doorsteps. You appeal to their five senses through demonstrations. There is no substitute to Eurochamps. You will
be equipped with a Europad or a Europhone, but your demo kit will continue to be your biggest trump card.
Through the aquisition of Lux International Inc. we will be securing a Direct Sales presence in 50 countries
across all continents of the world. This will provide you with global opportunities.

S.L. Goklaney, Executive Vice Chairman

23

DIRECT SALES AWARDS

Best CRC Award

24

Euroclean

Best CRC Award

Aquaguard

Winner Metro: Bangalore V

Winner Metro: Kolkata I

Winner Mini Metro: Coimbatore

Winner Mini Metro: Cuttack

Winner Other Towns: Salem

Winner Other Towns: Nasik II

Best CRC Award

Eurovigil

Winner Mini Metro: Jalandar (SSD)

Award
Highest Selling CRC

Euroclean

Mini Metro Level 2A: Surat II

Best Branch Award

Other Towns Level 2B: Salem

Winner Metro: Jyotirmoy Roy - Kol I

Winner Mini Metro & Other Towns: Mohan Patil - Kolhapur

Award
Highest Selling CRC

Aquaguard

Metro Level 2B: Pune 1

25

Award
Highest Selling CRC

Aquaguard

26

Metro Level 3A: Kolkata I

Metro Level 4A: Kolkata IV

Mini Metro Level 2A: Goa

Mini Metro Level 3A: Cuttack

Other Towns Level 2B: Sambalpur

Other Towns Level 3B: Akola

Award
Highest Selling CRC

ership Award
Best Euro Sathi Lead

Eurovigil

Winner HCRC/BM: Ravi Kumar W(UP)

Metro SSD: Bangalore I

Runner-up HCRC/BM: Anish Shukla MP

Mini Metro SSD: Jaipur 1 A

Winner FBP: S. Rajesh Kamesh TN

Other Towns SSD: Jalandar

Runner-up FBP: Raghavendra -- KNT

27

Forbes Professional
At Forbes Professional,
SMART 2013 commenced
with the lighting of the
traditional lamp. This was followed by an energetic rendition of the
Eurochamp anthem which completely inspired the team.
Sridhar Siripragada from the CTS team of Bengaluru warmly
welcomed the team to this annual forum. Thereafter, an audio visual aptly
titled Amazing Hyderabad beautifully depicted the city.

A.V. Suresh:

We Have Just Begun!

The future looks extremely bright indeed, with lots of possibilities ahead. Big
possibilities, said A.V. Suresh. We have just begun!
A key strategy towards achieving these big possibilities, he said, was
becoming a one-stop solution provider for customers providing them with cleaning
equipment and facility management services, catering to their water solutions needs
and working towards creating a clean and healthy workplace, while building up
the health and hygiene of their employees.
Eureka Forbes will charge the customer on a per person or per square foot basis
and the latter would spend more on opex rather than capex. This will enable us to
retain the customer and become a single stop for providing solutions.
He outlined a range of water opportunities such as Skid Mounted Solutions and spoke of initiatives such as one
day every quarter being devoted to community service, training throughout the year and the top performers making
presentations in the next SMART.
He also explained the concept of Shraddha (Trust & Patience in Self and in Team) and Saburi (Patience &
Perseverance). He highlighted that change is an important part of life today and an open mind is needed in order
to accept change. He lay emphasis on dreams being important and advised spending 10 minutes a day on self
introspection.

Water Projects: R.R. Prasad

Yesterday is gone. Tomorrow has yet to come. We only have today. Let us begin, said R.R.
Prasad. He focussed on a series of water projects that have been established with leading
Engineering, Procurement & Construction (EPC) contractors in India and said that the major
dependency continues to be from the Power Sector.
He also dwelt upon strengthening the Proposal team under the leadership of Prashant
Patil; the streamlining of Project Execution under Mahesh Iyer and the major challenges faced in
timely execution of projects. He said there were rich opportunities in the years ahead, due to the doubling of industrial
water requirements in India and growth in the desalination business.
Other focus areas are betterment and growth in Project Management, establishment of the site support function and
ensuring customer response within 72 hours, having Vendor and Site Engineer Meets and making more effective use
of the Knowledge Management portal.
28

Forbes Facility Services: Vinay Deshmukh

Highlights of the past years, said Vinay Deshmukh, were the signing and handing over of the
MIS format for site-wise P&L to be generated online; completion of all formalities for the new
Food Safety Act registration and successful clearance of Surveillance Audits for ISO 9001,
14001 and BS OHSAS 18001:2007.
In addition, HR successfully completed the audit for FFS employees and selected
franchisees; there has been a successful run of payroll in SAP from April 2012; and a
separate services brand EuroExpress was created for one-time cleaning activities in hospitality sectors.
In the year ahead, the Forbes facility team will concentrate on East and Gujarat, widen geographic coverage and
build a competitive advantage. Module II of the website will be launched, with more integration and interaction for
customers and employees, including a mobile website for handy mobile applications. A presence and interface in the
market will be created through dedicated pages in leading trade magazines, wherein industry associates and readers
can interact/have their queries solved through partner resources of Forbes Facility Services.

Water Solutions: Imtiyaz Sayyad

Imtiyaz Sayyad spoke about bagging prestigious orders from AIIMS hospitals in Patna and
Raipur for STP and the conversion of 60 orders during the year, as well as gaining market
leadership in the Indore and Bhopal markets. Radiant was empanelled as a process technology
provider by PMC and the STP plant managed by Radiant at Emerson Climate Controls
won appreciation from the BVQI EMS audit team. Three plants were commissioned on the
Sequential Batch Reactor (SBR) process in Nanded City and Pune.
Plans for the year ahead include developing the WTP business; expanding operations to 20 new markets;
developing local alliances with plumbing contractors; identifying Channel Partners in upcountry markets and entering
into tie-ups with OEMs in the EPC business, as well as developing long term contracts with real estate developers/
contractors for turnkey water and waste water requirements; developing a local vendor base to execute projects in
South India and developing O&M capabilities pan India to support projects due for commissioning.

Cleaning Technology Solutions: Puneet Mishra

Puneet Mishra likened the year 2012-13 to an arrow in the bow moment for CTS,
during which the warriors of CTS faced many challenges a sluggish economy, fluctuating
currency and more. The same year had seen a host of accomplishments such as new tie-ups
with international manufacturers; restructuring of the team into Professional & Industrial; a
focus on MARCOM activities; and retaining and gaining various key accounts.
Puneet laid stress on several key strategies. In the Professional segment, these included
volume-based contracts for the FM Sector; a focus on government business and Bundle machines chemicals
consumables offerings. In the Industrial segment, key focus areas would be the steel, power, cement, food, pharma
and environmental sectors. There is flexibility of entry through the capex or opex routes. He also spoke about the
Eurostar channel initiatives and highlighted tremendous opportunities for CTS Eurochamps regarding knowledge
updation, career enhancement and augmenting of earning potential.

29

Water Products & Railway Solutions: Manoj Nag Choudhury

Speaking about the Water Products Divisions plans for 2013-14, Manoj Nag Choudhury
lay emphasis on a solutions-based approach rather than product-based selling. He
underlined the importance of developing innovative & customised product offerings;
building a water treatment business to achieve a revenue mix of 30/70 between plants
& products; developing innovative new business models like leasing and pay per use;
achieving a 50% rate of repeat purchases through customer satisfaction and enhanced
levels of service; and focusing on self training and self development.
For Railway Solutions, plans for 2013-14 include consolidating the Divisions position,
extending relationships with authorities and institutionalising the liaison process and extending the product/service
range from long distance trains to suburban trains. Other focus areas would include leveraging existing relationships
to offer new services like OBHS; increasing Tender Value through bundling of services; exploring new partnerships;
cleaning of linen and a logistics company for linen distribution.

View from the Top

Congratulations on your highest-ever performance in March 2013 and your tremendous efforts. You have the
potential to repeat this performance every month!
In order to accelerate the growth rate, treat small orders and large orders with equal importance, create a loyal
customer bank and create a business value with existing customers. There must be an emphasis on having a game
changer approach, such as making a per sq. ft. or per person offer, as well as more of a solutions approach,
rather than a product selling approach.
The entire Forbes Pro Division should regard itself as a Service Division not a Sales Division.

S.L. Goklaney
Executive Vice Chairman

Building invincible
teams.

Strong support: The Commercial and IT team.

30

Im a winner!

FORBES PRO SOLUTIONS AWARDS

lutions
Clean Technology So

Best Divisional Head (Eurostar): Sanjay Paranjpe

Best Divisional Head (Industrial): Hitesh Vanvari

Best Divisional Head (Professional): Pankaj Srivastava

Best Sales Person All India - Segment Sales Industrial Winner: Mahesh Rankawat

Best Sales Person All India - Segment Sales

Industrial Runner-up: Ramesh Kumar

CTS Best Sales Person - Winner: Girish Pande

CTS Best Sales Person - Runner-up: Som Dutt

CTS Best Engineer - Technical Service: Suraj Singh

31

lutions
Clean Technology So

Railway Solutions

CTS Sucess Story: Sunil Chopra

Best Project Manager: Atanu Bhattacharya

Water Products

WTS Best Business Manager - Winner: Purushottam Kumar

Water Products - Best Sales Person - Metro: Deepak Kumar

Mishra

Best Sales Person All India, Up-Country: Narendra Shekawat

Water Wizard: Dhirendra Singh

Special Recognition

Community
Fullfilment:
Goutham Reddy
Commercial Practices: Rasheesh Parekh
32

Special Recognition

Water Projects: Prashant Patil

Forbes Facility: M. Vaidyanathan

Water Solutions: Vishal Vyas

Logistics: Elcy Joseph

Other Awards

Marketing & Sales Promotion: Kalpita Suthar

Rising Star Water Products: Anand Chittoor

Best Commercial Region 2

Rising Star Clean Technology Solutions:

Hitesh Vanvari

33

Consumer Division Eurochamps entered their SMART conference

with much cheer and enthusiasm.
Shashank Shrivastav welcomed the Eurochamps and gave a
synopsis of the forthcoming two-day vertical SMART.
Thereafter the traditional lamp was lit and there was a heartfelt
rendition of the new anthem by the team.
CEO Aslam Karmali then took centrestage...
The traditional light being lit by the Consumer
Divisions core team.

Aslam Karmali:

Winning is In The Mind

Delivering the opening address, Aslam warmly thanked the Eurochamps

and their families for their contributions to the Consumer Division verticals
performance for the year 2012-13.
He emphasised, that the year ahead would be a very challenging one,
with competition in retail intensifying.
The retail strategy for the year would be to drive business at a territory
level, focusing on Operative Dealers (OPD) and Per Dealer Off-take (PDO)
in the distribution business and on driving the New Channel Business
through Operative Stores (OPS) and Per Store Off take (PSO). Other key
focus areas would be a pilot launch of the eco-packing business model
in the PDW channel in Mumbai, launching and distributing a complete range of FMCD products at over 30,000
pharmacies and FMCG retail outlets and launching and strengthening the Consumer Divisions retail presence in the
Middle East, Africa, CIS, and South-East Asia.
He further emphasised the need to match service reach with retail expansion and invest time in building second
line leadership. He appealed to his leaders to get a quarterly CBC (Clean Balance Confirmation) from each of their
trade partners and to focus on driving business growth with improved business health.

A. V. Suresh congratulated the team on their performance. He called upon the leaders
to drive the focus in the next financial year and drive focus in the category level business.
He also emphasised the benefits of decentralised working with local level BTL budgets to
regain market share and volumes of cartridges.

Ravikumar Tumula, National Sales, Consumer, presented a review of 2012-13.

He highlighted what had gone right and what had not worked. He also spoke about MPV
v/s Regions contribution internally and Region-wise performance. The need of the hour, he
said, was a different approach. He also presented systematic working strategies for
2013-14.
34

R. Vedanarayanan, FMCD and PDW, spoke about EFL embarking on a journey

towards building a high-quality packaged drinking water brand and about the vision
of establishing PDW in over 38,000 retail outlets countrywide. He also focussed on
opportunities in the PDW space for Aquasure, multiple SKU forays into the market,
AquaSure Shoppes, emerging Consumer Needs & Business Opportunities for the FMCD &
PDW Division, the focus on entering the hitherto unknown space of retail and how EFL can
be closer to the consumer.

Patricia DLima, Human Resources, stated that Eurochamps are on a roll towards
Modules, Productivity, Retention and Training. The key emphasis for 2013-14 will be
Earning, Learning, Pride and Fun. She screened an interesting video titled Ordinary
People do Extraordinary Things.
Manoj Uprit, New Channel Business, covered product group-wise performance in
2012-13 and Region-wise growth/de-growth, and performance in every product group.
He also spoke about top 10 MOR and 20 PD performances, highlighting the CSD Business
which had highest growth in 2012-13. He enumerated the key learnings of the year and
the initiatives for 2013-14, such as launch of the DAR system, Eurochamp FTS and a
special monthly incentive on tertiary sales.

Alwyn DSilva, Existing Channel (Distribution) Business, focussed on group-wise

product and region-wise growth in the year gone by.
He also covered Francis Kanoi data on the reach of EFL, competition and the concept of
operative dealers & per dealer off take. He concluded with a focus on the key learnings of
last year and the key initiatives that had been implemented.

D. V. Ramakrishnan, Service, Consumer Retail, spoke on the norms of a nil trade

defective certificate and rectification of defectives lead time. He also covered trade visits by
exclusive trade technicians and the response time for service delivery. He announced the
launch of flexi service (with service on Sundays) and the manpower deployment strategy.

Commercial & Accounting principals and norms for

Consumer Retail were covered in a presentation by Gour
Mohan Das, supported by Sekar Srinivasan.

35

The Marketing Thrust

Vaikunth Ganapathy presented Marketing initiatives which included Health
Experts strategy 2013-14, ISPs image to health advisor and 1200 health advisors
across India. The plan is to have 80 shop-in-shop Health Zones. He also covered
the ATL BTL marketing calendar, small town development plan, consumer finance
merchandising for new channel and cartridge strategy.

Vikrant Singh and Karishma Patil spoke about the exciting product range for 2013-14, including RO,
UV and Storage products. They said that Eurochamps could look forward to the launch of Xpert RO+UV+UF with
Auto TDS Regulator and ACE DUO, as well as new Wet & Dry bagless vacuum cleaners and portable and large
vacuum cleaners.

Xpert Launched
Xpert, a breakthrough product with a unique
technology was launched by the R&D and
Factory teams.
It is a technologically advanced product with
RO + UV + UF + Auto TDS Regulator all in one! It works with any
quality of input water and delivers sweet and safe drinking water!
Dr. Raman Venkatesh, Dr. Abhay Kumar, Nirmal Patrick, Dr. Sisodia and
Hemant Supe along with Vikrant Singh, Product In-charge, Water
Category, launch Xpert.

Team Achievements
Team R5A Bangalore was congratulated for their bold move and
success achieved. Rajashekar, Senior Branch Head, described the
successful strategies implemented and the positive effect of the teams
participation and belief. He also outlined the steps taken to achieve
high growth in each category. Kudos team Banglore!
Team RO AP (Rest of
Andhra Pradesh) with
the leader Srinivas was
congratulated for an
exceptional performance
for the successful and
aggressive launch of Xtra Tuff.
Branch Head, Diwakar highlighted the teams focussed, market-driven
approach, leading to good growth.

36

2013-14 Leaders Announced

View from the Top

Aslam Karmali,
formally
announced
Alwyn DSilva as
Head of the EC
Business.

Your focus must be on knowledge selling and not

just product selling. Consumer Eurochamps should be
professional sellers, leveraging on knowledge.
Every Consumer champ should use the KM site for
knowledge sharing and collaborating. Every champ should
be aware about the superiority of his products over those of
the competition.

S.L. Goklaney, Executive Vice Chairman

Manoj Uprit
continues as NC
Business Head

Consumer Division Awards

Best State Head Award - Packaged Drinking Water: Srikanth

Best Branch EC & NC Award: Brijesh Gupta,

Himachal Pradesh

Anish Dutt, Delhi EC Branch Head, received the award for

Best Branch Vacuum Cleaners

Bhima Rao, Marathwada Branch Head, received the award

for Best Branch Storage Business

37

Pradeep Kumar, Delhi NC Branch Head, received the Best

Branch Award New Channel.

Rishikesh Rai from R1B, received the award for

Best Marketing Officer.

Rajesh Acharya of R5A received the award for

Best Eurochamp New Channel

Sreedhar Murthy of R5A received the award for

Best Eurochamp Existing Channel

The R5A team celebrates its successes.

The CEO Award for the Best Region went to the R5A team.

38

Eurosmile: Winnovating to Win Customer Hearts!

The Eurosmile
SMART
commenced with
the lighting of the
traditional lamp
to signify a bright and successful beginning for the next financial
year 2013-14.

R.K. Ganguly:

Making Eurosmile a Key Differentiator

R. K. Ganguly presented highlights of Eurosmile during the past year, which included
a record turnover, several All Time Highs, the successful launch of Fireguard through
the Service Champs and the implementation of the barcode project in seven cities. He
appreciated the Eurosmile teams efforts and prepared them for future challenges due to
high customer expectations. He re-emphasised the fact that the engagement process plays a
major role.
Sharing the Way Ahead he lay emphasis on improving productivity on the street
through field force automation; introducing Digital and Web marketing for Eurosmile;
focusing on E-Care and Customer Confidence Centre; the introduction of the BP channel;
the retention of the right partners and people through training and coaching; the introduction of the 1-1-1 Eurosmile
promise; and making Eurosmile a world class company. Along with his Sr. Management team, he promised to create
a strong platform, which will give a competitive advantage to our Eurochamps to be No. 1.
Lets Winnovate to win customers hearts! he urged.
Marzin R. Shroff emphasised that the future of no less than 10,000 Eurochamps depended on
the champs present in that very room of the Taj Deccan. He announced a Rs.10,000 award
every month for the Champ with the most outstanding and exemplary service story.
Cynthia Dsouza provided Inspirational Support. She spoke about the Eurochamp anthem being
a manifestation of the Champs Pride, Loyalty, Energy, Unity, and Love. She explained how
Eurosmile Champs could spread happiness among customers. You are Eureka Forbes, friends
for life and your behaviour should reflect this, she emphasised. Life is about touching the lives
of other people. Since happiness stems from within ourselves, each of us must make at least one
person happy a day and thus create a chain of happiness.
E.S. Naidu congratulated all the leaders for their exemplary performance and lay emphasis
on leveraging IT to improve productivity and real time information. He said every technician
would be working with a customised Tablet, to provide an on-line customer satisfaction index
and would engage customers during product service by giving demos of various optional
attachments. Besides, customers can pay charges and renew AMCs online and generate receipts
using bluetooth printers on the spot. Delighting customers through excellent service delivery is the
motto. Eurosmile will introduce service delivery based on customers expectations which will be
swift and special. Platinum Service will be introduced in all metros in June 2013.

39

D. V. Ramakrishnan congratulated everyone on the superlative job done in 2012-13 and was
happy to share that Trade Service efficiency had improved tremendously. He presented key
achievements for the year 2012-13, foremost among which were: Consumer Service grew
by 43%; Open complaints reduced to 3%; and Nil defective certificates given by Key MoRs,
DBs and PDs increased to the level of 80%. While sharing the way ahead for 2013-14, he
lay emphasis on Secondary Customer Database management and on maximising trade visits,
defective repairs and NDCs.
K. V. Bhaskar enumerated the key achievements of the Division. These included a 43% growth;
2 ATHs during the year; 204 customer satisfaction letters and Key Accounts IC status going up
to 63% from 48%. Besides, product and skill training sessions were conducted for FPWP service
personnel - covering 210 people in 19 sessions. Sharing the way ahead, he lay emphasis on
Secondary Customer Database management, promotion of the Euro Helpline across India and
training for the leaders and KEs.
Pankaj Bhandari shared key achievements, including Budget achievement with a growth of
25% and 441 customers service letters. Sharing next years plan, he re-emphasised that synergy
can drive our values and together we will achieve our goals. The main targets will be training
at every level; a minimum of 75% calls to be registered at Euro helpline by September 2013
and 90% complaints to be resolved the same day. The entire team will work towards Customer
Delight.
S.R.M. Reddy shared details about training programmes conducted across India in the year
2012-13. The objective was to polish the soft skills of the Eurosmile team so that they deliver
the best of class service to customers. Among the aspects he covered were: Empathy with the
needs of customers; acknowledgement of customers concerns; concentrating on key information
through active listening skills so as to understand customers desires, needs and issues; and
developing assertive behaviour.
Vinath Hegde said that customers should be viewed as guests invited to a party, at which we
are the hosts. It is our job every day to make every important aspect of the customer experience
a little bit better. VOC programmes will drive action and demonstrate results.
She emphasised that every customer logging in on the IVR should be considered a platinum
customer. Escalation seats will be incorporated at the Call Centre.

View From the Top

CRM plays a vital role in retaining customers. I suggest you post a collection of customer satisfaction letters on the
Euroshare portal for the benefit of all Champs and Business Partners across India. Technology like bar coding goes
a long way in supporting and enhancing service delivery.
Service must give the quickest response by raising its own bar. This can happen only by doing things first time
right!

S.L. Goklaney, Executive Vice Chairman

40

AQUAMALL: QualityQualityQuality
The atmosphere at the Aquamall SMART was electrifying, thanks to the teams
excellent performance in 2012-13. This year the event was strategic and
there were no functional presentations.
The clear vision of leadership was outlined to achieve Quality by
adopting the QualityQuality.Quality approach. The key strategies
discussed were: Making all efforts to converge as one winning team; looking at vendor management and value
engineering as the path forward; meeting changing dynamics of customer expectations; seeking business development
prepositions other than EFL; and providing regular product training to field staff.
Division-wise plans for the current financial year also focussed
on the interest shown by Lux International in sourcing products
from AWSL; the New Product Development (NPD) team launching
X-Pert in the Consumer Division; the acceptance of a
3000 ppm target in order to survive competition; utilising the
services of the WQA certified Aquadiagnostic water research
laboratory for creating a niche in the market; creating a Dream
Team in the Manufacturing/Technical vertical; and laying emphasis on the usage of SAP in every work area.
Overall, it was a positive, motivating and collaborative platform on which each vertical gained the chance to
attend the presentations of other verticals and interact with colleagues across verticals.

Dr. Raman Venkatesh:

Challenging Targets Ahead

Dr. Raman Venkatesh, focussed on Aquamalls goal of generating targeted revenues by 201718. He highlighted the urgent need for water conservation. He said that the year gone by had
seen a lot of transformation, with the product audit team coming in. Focus areas for the year
ahead would be: to deliver quality and defect free products as per the expectations of S&M;
to adopt best practices across functions for success; and to become the de facto manufacturer
of choice, not just for EFL but for preferred customers worldwide.
He highlighted the success of the audit system (QAT) and said that internal vigilance is the
driver of growth.
Talking about innovation he gave the example of 18-year-old Ted from Africa who had
innovated a product for taking a dry bath and had received the award for Youngest Student
Entrepreneur. He said that this product was a convenience for a rich man but a life saver for
the poor man.

Aim High with Commitment

Suresh Redhu, congratulated the team for their valiant efforts in the year gone by, during
which their target was to perform at exponential speed in order to remain in the competitive
market. He shared the improvement trend in the overall matrices on team building, T&D,
communication, motivation etc. and said that these are the ingredients of a winning team.
Six Dream Teams have been formed to take up high-impact projects, which will deliver
significant value to Aquamall.
He emphasised that the focus of the current year would be on making Aquaguard Water
Solutions Limited (AWSL) a happy, energetic and responsive team.
41

Achievements and Initiatives

Dr. Muralidhara Rao provided a

detailed description of Aquamalls stateof-the-art laboratory in Bangalore and
its various water testing facilities. He
emphasised that this is the only WQA
certified laboratory in Asia.

Dr. Satish Kumar made an in-depth

presentation on the Relevance of an
Integrated Management System in the
Manufacturing Set-up.
Puneet Tuknait presented the need for
a succession plan in the present business
set-up, in order to take care of career
progression and develop future leaders.

Ashu Khanna showed the savings in

SCM and focussed on the future road
map to attain greater highs. He stressed
that other units like IWSL+FATL should
use SCM for placing bulk supplies,
towards better negotiations with vendors.
He also focussed on the importance of demanding
quality supplies from existing vendors and of sourcing
new vendors towards gaining competitive pricing of raw
material/consumables.

Yogesh Sangwikar laid a strong

emphasis on Quality...Quality and Quality
through automation and checks at every
stage. He shared information about the
quality complaints resolution of market
through QAT. He also focussed on systems and checks on
IQC, PQC, PAT and vendor rating/evaluation, to ensure
a defect-free product delivery to market.

View from theTop

Congratulations Aquachamps for your strong support in year 2012-13. It was nice to see that the pledge you
made last year was realised in a systematic manner.
Our focus is to have a 100% product from concept to delivery in our portfolio and deliver the best quality at the
best price and within the quickest time to the customer. Quality is nonnegotiable and this is a continuous journey.
Constantly learn new things and strive to create another champion, without fear. Train every single person
under you.

S.L. Goklaney
Executive Vice Chairman

42

New Dream Teams Take on New

Challenges
Announcing the new Dream Teams formed for the current year, Adi Shroff, Head of Corporate
HR, explained the concept of coming together successfully for a cause.
When we put a date to a dream, it becomes a goal; and a team is a group of like-minded
people who want to achieve that goal. Whether we talk of the freedom fighters who stood
on the ramparts of the Red Fort 65 years ago, or the victorious cricketers who won the World
Cup in 1983 -- they were all warriors who came from ordinary backgrounds. But they all had
super-human abilities because they had a dream. So also, our Dream Teams are capable of
achieving the impossible with their dedication and drive to perform.

Adi Shroff Head

of Corporate HR,
announces the new
Dream Teams.

Dream Teams 2013-14

Innovation in People/Talent Management

Synergy

Mentors: A. V. Suresh and V. Mathialagan

Members: Manoj Nag Choudhury, Ganesh H. R.,
Manoj Uprit, Vasudeva G. and Puneet Mishra
Getting Closer to the Customer

Mentors: Adi Shroff and Suresh Redhu

Members: Ananthraj G., Patricia DLima, Amrut
Bhadale, Anurag Mohan and R. R. Prasad
Growth in Storage Water Purifiers Segment

Mentors: Marzin R. Shroff and R. K. Ganguly

Members: Shashank Sinha, E. Siddiah Naidu,

Mentors: Aslam Karmali and Raman Venkatesh

Members: Venkat Pai, Imtiyaz Sayyad,

Abhay Kumar, Siddharth Singh, S. K. Sankar and

Vinay Deshmukh

T. Ravikumar, R. Vednarayan and Gautham Reddy

Defectives Management

Mentors: R. S. Moorthy and Ashu Khanna

Members: Milind Karoor, Raja Subramaniam,
Manoj Mishra, Kavita Gandhi and Atul Khandwal

Kudos to the organisers of SMART 2013! The Grand Finale!

43

Piyali Chakraborti,
HR, Kolkata

Nilesh Mishra, Direct Sales,

Jalgaon

Aamir Md., Forbes Pro

Anurag Mohan, Direct Sales,

H.O.

Shobraj R., Direct Sales,

Quilon

Narinder Kaur, CRM,

Patiala

on euroshare.eurekaforbes.co.in.
The Core Leadership team too put up a
performance, which won rave reviews.The
top three performers were Rajesh Acharya,
Nilesh Sale and Narinder Kaur. Ajay
Sachdev, the MC & Compere, took the
entertainment levels even higher with his
witty and jovial commentary. Ms. Binaifer
Khanna did a great job in choreographing
the CLT performance.

Nagaraj Ambig, Eurovigil,

Bangalore

Shyam S.S., Direct Sales, Quilon

Arindam Mitra, HR, Delhi

P.B. Choudhary, Eurovigil,

Kolkata
Core Leadership Team

Rajesh Acharya,
Consumer Division,
44 Bangalore.

Judges

Euro Able Talent

Nilesh Sale,
EuroSathi Division,
Pune

Editorial & Design Consultants: Corporate Communication Services (I) Ltd. Tel: +91-22 2204 2876 / 77 / 78

For the first time, evening

entertainment on the second
day of SMART showcased
the tremendous talents of
Eurochamps themselves. The
performers were the top 13
winners of the EuroTalent
Contest, which had been
held earlier. There was
ethnic, traditional, folk,
Bollywood & break dancing;
vocal and instrumental
music; skits, Mullkhamb
and much moreproviding
excellent entertainment for
the 900-odd audience. The
performances can be viewed

EuroTalent