eurochamp smart june 2013

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The In-house Journal of Eureka Forbes Limited

June 2013

EUREKA FORBES

Your friend for life


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I

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

Forbes, recently assembled in Hyderabad for the 31stSMART conference. In

this city of pearls and rich history and culture, they interacted, learned from

each other, dreamed together, innovated and planned strategies to ensureyet 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 func-

tions. They were

welcomed at the

Taj Krishnas mag-

nificent hall whichwas imaginatively decorated with an F1 theme com-

plete with pennants, banners and flags. Appropriately

so, since our business is like a Formula 1 race, where

EUREKA FORBES

Your friend for life


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every second is important and each successful manoeuvre results in an

insurmountable lead.This 31stedition 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 inter-

action 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 threemost importantEureka Forbeselements the firstbeing theEurochamp, thesecond being theCustomer and thethird being S. L.Goklaneyrepresenting all ofus.

The vibrant and energy-generating new Eurochamp anthem integrates the top 9

languages of the country:

WeareEurochamps...successfulEurochamps!

Amey cheEurochamp

MemeEurochamps

NangalEurochamps Njangal Eurochamp

NaaVellruEurochamp

AamhiEurochamps AmraEurochamps

HumhaiEurochamps

The audience appreciated the rhythm and spirit of the anthem and asked for an

encore which was sung with double enthusiasm!


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We Maximised PerformanceIn 2012-13, every category, vertical and region showedbuoyant 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.

We Maximised PotentialOur 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 whichhas 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

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 outmultiple 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 Successfully Maximised

And Now We Must Winnovate!


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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 ImpactIn 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 ConnectivityWe 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 sitewhere 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 MantraSaluting 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 toopen 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 hastargeted:

Building a Winning GlobalMultinationalBeing the best is in the genetics of every Eurochampand 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-classProductsWe 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


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premium products like the new

Aquaguard World Series, and

AquaSure, the fighter brand with

value-for-money products. Ourjoint 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 forproduct development and technical cooperation allows

us to manufacture its domestic and institutional range of

cleaning technology products in India.

Creating a Knowledge-basedWinning CompanyThis is the foundation on which

our company will leap into the

future - the repository of allthe 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

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 toinnovate and create

new growth strategies

for the company.

Forging Winning CustomerRelationshipsThe customer has always been at the centre of our

business and the enduring bonds forged by our


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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 CatalystWe 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 millioncustomers 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 TargetsAfter 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.


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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!

FirstPrize

TwoSecondPrizes

H. R. Ganesh: Converted competitors intopartners.

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.

Dr. Abhay Kumar: Changed the rules of the game. Identified areas outsideCoimbatore 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 increasedproductivity by 40%.


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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 ofwhich are seen in the following synopses.

EFLDirect

VERTICALS

Senior Leaders Take the Stage

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 up-

selling and cross-selling.

In addition, there will be a renewed focus on institutional sales. Eurovigil would focus on making homes safer andmore secure through distinct products and CMS would give customers multiple options through multiple services.

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.

ConsumerDivision


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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 ofUSA. 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.

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 variousbusinesses 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.

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.

Eurosmile

FMCD

ForbesPro


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FUNCTIONS

R&D Dr. Abhay KumarDr. 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 productcertifications 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.

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.

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 productiveinitiative 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.

Manufacturing


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SupplyChainManagement 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 focusareas 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.

HumanResources Patricia DLimaPatricia 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

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. ITachievements 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 theimplementation 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.

InformationTechnology


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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.

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 EFLReto 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 thecleaning 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.

Finance&Accounts


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SMART NATIONAL AWARDS 2012-13

The annual Smart NationalAwards 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.

DirectSales

Eurosathi Division Winner: Sanjay Gupta (Rajasthan) Eurosathi Division Runner-up: N.G. Satish Prasad(Karnataka)

Best Division Award Mini Metro & Other Towns:Satyanarayan Mishra (Bhubaneshwar, Cuttack)

Ajay Sachdevscompering skills helped tomake it an exciting event!

Best SBU Award: SBU 9 (Maharashtra)


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FBP Winner: Pradeep Pal (Kolkata - East II) FBP Runner-up: Samir Goswami (Guwahati)

Best Area Award Winner: A. K. Upadhayay

Best Cost Management Award 1st Winner: Nasik

Best Area Award Runner-up: Sheikh Abdullah

Best Cost Management Award 2nd Winner: Cuttack II


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ForbesPro

Clean Technology Solutions Top Region Award,Industrial Segment: Region 2

Water Products Best Region Award: Region 3 Clean Technology Solutions Best Region Award: Region 1

Clean Technology Solutions Top Region Award,Professional Segment: Region 1

Water Products Best Area Award: East II

Eurosmile

Best Region All India Winner: Region 3


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TechnoChampoftheYearAward

All India Winner: Yogesh Pandey, Region 1

ConsumerDivision

Best Branch Award NC: Pradeep Nair, Delhi NC

CEOs Award: Region 5 A

(A. Rajashekaran / Ranjith Nair)

Best Branch Award EC & NC: Brijesh Gupta, HP

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

ExecutiveViceChairmansAward


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CEOsAwardforBestRegion

Region 4 - Venkat Pai

Award winners H.R. Ganesh, Manoj Singh,Mahesh Kulkarni, H.S. Arora and Venkat Pai a

seen with S. L. Goklaney and A.V. Suresh.

Region 3 put up a superb show and bagged 5 awards The high achievers of Region 4 bagged three awards!

SpecialRecognitionAwardsSynergy

MultipleWinners


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The Direct Sales gathering was warmly welcomed by H.R. Ganesh, who

said that this was the greatcity 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 hard-

hitting presentation inspired every Champ present. Every one of them

was thereafter determined to go out and conquer!

Direct Dreams Big

Marzin R. Shroff: Winning Each DayMarzin 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 importantannouncements 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.


20/4420

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 campaignsand 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.

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.

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.


21/4421

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 theGovernment 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.


22/4422

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 Alok Jha, Mumbai Venkat Pai, R4 +Delhi NCR

Sanjeeb Kundu, SBU3. Lalit Wadhwa, InstitutionalChannel.

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


23/4423

EuroTab

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 andmarketing collaterals and training material. A very interesting section My Corner has beencreated in which Eurosathis can share personal information with the Eurosathi Community.Manju Mishra(right) shared the features of the new portal.

The EuroTab, a Tablet for Eurochamps, was launched by Siddharth Singhat 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.

Euro-Tantra InauguratedEuro-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.

The first story Babysitting has been authoured by S.L. Goklaney.S.L. Goklaney inaugurates Euro-Tantra.

Innovative Launches

View from the TopYou 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 thusgiving 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


24/4424

DIRECT SALES AWARDS

EurocleanBestCRCAward

Winner Metro: Bangalore V

Winner Mini Metro: Coimbatore

Winner Other Towns: Salem

AquaguardBestCRCAward

Winner Metro: Kolkata I

Winner Mini Metro: Cuttack

Winner Other Towns: Nasik II


25/4425

EurovigilBestCRCAward

Winner Mini Metro: Jalandar (SSD)

Winner Metro: Jyotirmoy Roy - Kol I

Winner Mini Metro & Other Towns: Mohan Patil - Kolhapur

BestBranchAward

Euroclean

HighestSellingCRCAward

Mini Metro Level 2A: Surat II

Other Towns Level 2B: Salem

AquaguardHighestSellingCRCA

ward

Metro Level 2B: Pune 1


26/44


27/4427

Winner HCRC/BM: Ravi Kumar W(UP)

Runner-up HCRC/BM: Anish Shukla MP

Winner FBP: S. Rajesh Kamesh TN

Runner-up FBP: Raghavendra -- KNT

Metro SSD: Bangalore I

Mini Metro SSD: Jaipur 1 A

BestEuroSathiLeadershipAward

Eurovigil

HighestSellingCRCAward

Other Towns SSD: Jalandar


28/4428

Forbes Professional

A.V. Suresh:We Have Just Begun!The future looks extremely bright indeed, with lots of possibilities ahead. Bigpossibilities, 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 oneday 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.

At Forbes Professional,

SMART 2013 commencedwith the lighting of thetraditional lamp. This was followed by an energetic rendition of theEurochamp anthem which completely inspired the team.

Sridhar Siripragada from the CTS team of Bengaluru warmlywelcomed the team to this annual forum. Thereafter, an audio visual aptlytitled Amazing Hyderabad beautifully depicted the city.

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 leadingEngineering, 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.


29/4429

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.


30/4430

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 TopCongratulations 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

Im a winner!Strong support: The Commercial and IT team.

Building invincibleteams.


31/4431

FORBES PRO SOLUTIONS AWARDS

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 SalesIndustrial 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

CleanTechnologySolutions


32/4432

CTS Sucess Story: Sunil Chopra

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

Best Project Manager: Atanu Bhattacharya

CleanTechnologySolutions RailwaySolutions

WaterProducts

SpecialRecognition

CommunityFullfilment:Goutham Reddy

Commercial Practices: Rasheesh Parekh


33/4433

Best Commercial Region 2

Rising Star Clean Technology Solutions:Hitesh VanvariRising Star Water Products: Anand Chittoor

Water Projects: Prashant Patil Forbes Facility: M. Vaidyanathan

Water Solutions: Vishal Vyas Logistics: Elcy Joseph

Marketing & Sales Promotion: Kalpita Suthar

SpecialRecognition

OtherAwards


34/4434

Aslam Karmali:Winning is In The MindDelivering the opening address, Aslam warmly thanked the Eurochampsand their families for their contributions to the Consumer Division verticalsperformance 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 territorylevel, focusing on Operative Dealers (OPD) and Per Dealer Off-take (PDO)in the distribution business and on driving the New Channel Businessthrough Operative Stores (OPS) and Per Store Off take (PSO). Other keyfocus 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 30,000pharmacies and FMCG retail outlets and launching and strengthening the Consumer Divisions retail presence in theMiddle East, Africa, CIS, and South-East Asia.

He further emphasised the need to match service reach with retail expansion and invest time in building secondline leadership. He appealed to his leaders to get a quarterly CBC (Clean Balance Confirmation) from each of theirtrade partners and to focus on driving business growth with improved business health.

Consumer Division Eurochamps entered their SMART conferencewith much cheer and enthusiasm.

Shashank Shrivastav welcomed the Eurochamps and gave asynopsis of the forthcoming two-day vertical SMART.

Thereafter the traditional lamp was lit and there was a heartfeltrendition of the new anthem by the team.

CEO Aslam Karmali then took centrestage...

The traditional light being lit by the ConsumerDivisions core team.

A. V. Sureshcongratulated the team on their performance. He called upon the leadersto 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 toregain 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 MPVv/s Regions contribution internally and Region-wise performance. The need of the hour, hesaid, was a different approach. He also presented systematic working strategies for2013-14.


35/4435

R. Vedanarayanan, FMCD and PDW, spoke about EFL embarking on a journeytowards building a high-quality packaged drinking water brand and about the visionof establishing PDW in over 38,000 retail outlets countrywide. He also focussed onopportunities 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 canbe closer to the consumer.

Manoj Uprit, New Channel Business, covered product group-wise performance in2012-13 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 Businesswhich had highest growth in 2012-13. He enumerated the key learnings of the year andthe initiatives for 2013-14, such as launch of the DAR system, Eurochamp FTS and aspecial monthly incentive on tertiary sales.

Patricia DLima, Human Resources, stated that Eurochamps are on a roll towardsModules, Productivity, Retention and Training. The key emphasis for 2013-14 will beEarning, Learning, Pride and Fun. She screened an interesting video titled OrdinaryPeople do Extraordinary Things.

Alwyn DSilva, Existing Channel (Distribution) Business, focussed on group-wisproduct and region-wise growth in the year gone by.

He also covered Francis Kanoi data on the reach of EFL, competition and the concept ooperative dealers & per dealer off take. He concluded with a focus on the key learnings oflast year and the key initiatives that had been implemented.

D. V. Ramakrishnan, Service, Consumer Retail,spoke on the norms of a nil tradedefective certificate and rectification of defectives lead time. He also covered trade visits byexclusive trade technicians and the response time for service delivery. He announced thelaunch of flexi service (with service on Sundays) and the manpower deployment strategy.

Commercial & Accountingprincipals and norms forConsumer Retail were covered in a presentation by GourMohan Das, supported by Sekar Srinivasan.


36/4436

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

The Marketing Thrust

Vikrant Singh and Karishma Patilspoke 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 withAuto TDS Regulator and ACE DUO, as well as new Wet & Dry bagless vacuum cleaners and portable and largevacuum cleaners.

Xpert LaunchedXpert, a breakthrough product with a uniquetechnology was launched by the R&D andFactory teams.

It is a technologically advanced product withRO + UV + UF + Auto TDS Regulator all in one! It works with anyquality of input water and delivers sweet and safe drinking water!

Dr. Raman Venkatesh, Dr. Abhay Kumar, Nirmal Patrick, Dr. Sisodia andHemant Supe along with Vikrant Singh, Product In-charge, WaterCategory, launch Xpert.

Team AchievementsTeam R5A Bangalore was congratulated for their bold move andsuccess achieved. Rajashekar, Senior Branch Head, described thesuccessful strategies implemented and the positive effect of the teamsparticipation and belief. He also outlined the steps taken to achievehigh growth in each category. Kudos team Banglore!

Team RO AP (Rest ofAndhra Pradesh) withthe leader Srinivas wascongratulated for anexceptional performancefor the successful and

aggressive launch of Xtra Tuff.Branch Head, Diwakar highlighted the teams focussed, market-driven

approach, leading to good growth.


37/4437

2013-14 Leaders Announced

Aslam Karmali,

formallyannounced

Alwyn DSilva asHead of the EC

Business.

Manoj Upritcontinues as NCBusiness Head

View from the TopYour 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.


Best State Head Award - Packaged Drinking Water: Srikanth

Anish Dutt, Delhi EC Branch Head, received the award forBest Branch Vacuum Cleaners

Best Branch EC & NC Award: Brijesh Gupta,Himachal Pradesh

Bhima Rao, Marathwada Branch Head, received the awardfor Best Branch Storage Business

Consumer Division Awards


38/4438

Pradeep Kumar, Delhi NC Branch Head, received the BestBranch Award New Channel.

Rishikesh Rai from R1B, received the award forBest Marketing Officer.

Rajesh Acharya of R5A received the award forBest Eurochamp New Channel

Sreedhar Murthy of R5A received the award forBest Eurochamp Existing Channel

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


39/4439

The Eurosmile

SMARTcommenced withthe lighting of thetraditional lampto signify a bright and successful beginning for the next financialyear 2013-14.

Eurosmile: Winnovating to Win Customer Hearts!

R.K. Ganguly: Making Eurosmile a Key DifferentiatorR. K. Ganguly presented highlights of Eurosmile during the past year, which includeda 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. Heappreciated the Eurosmile teams efforts and prepared them for future challenges due tohigh customer expectations. He re-emphasised the fact that the engagement process plays amajor role.

Sharing the Way Ahead he lay emphasis on improving productivity on the streetthrough 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 Eurosmilepromise; and making Eurosmile a world class company. Along with his Sr. Management team, he promised to createa 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. Shroffemphasised that the future of no less than 10,000 Eurochamps depended onthe champs present in that very room of the Taj Deccan. He announced a Rs.10,000 awardevery month for the Champ with the most outstanding and exemplary service story.

Cynthia Dsouza provided Inspirational Support. She spoke about the Eurochamp anthem beinga manifestation of the Champs Pride, Loyalty, Energy, Unity, and Love. She explained howEurosmile Champs could spread happiness among customers. You are Eureka Forbes, friendsfor life and your behaviour should reflect this, she emphasised. Life is about touching the livesof other people. Since happiness stems from within ourselves, each of us must make at least oneperson happy a day and thus create a chain of happiness.

E.S. Naiducongratulated all the leaders for their exemplary performance and lay emphasison leveraging IT to improve productivity and real time information. He said every technicianwould be working with a customised Tablet, to provide an on-line customer satisfaction indexand would engage customers during product service by giving demos of various optionalattachments. Besides, customers can pay charges and renew AMCs online and generate receiptsusing bluetooth printers on the spot. Delighting customers through excellent service delivery is themotto. 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.


40/4440

D. V. Ramakrishnancongratulated everyone on the superlative job done in 2012-13 and washappy to share that Trade Service efficiency had improved tremendously. He presented keyachievements for the year 2012-13, foremost among which were: Consumer Service grewby 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, helay emphasis on Secondary Customer Database management and on maximising trade visits,defective repairs and NDCs.

K. V. Bhaskarenumerated 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 upto 63% from 48%. Besides, product and skill training sessions were conducted for FPWP servicepersonnel - covering 210 people in 19 sessions. Sharing the way ahead, he lay emphasis onSecondary Customer Database management, promotion of the Euro Helpline across India andtraining for the leaders and KEs.

Pankaj Bhandarishared key achievements, including Budget achievement with a growth of25% and 441 customers service letters. Sharing next years plan, he re-emphasised that synergycan drive our values and together we will achieve our goals. The main targets will be trainingat every level; a minimum of 75% calls to be registered at Euro helpline by September 2013and 90% complaints to be resolved the same day. The entire team will work towards CustomerDelight.

S.R.M. Reddyshared details about training programmes conducted across India in the year2012-13. The objective was to polish the soft skills of the Eurosmile team so that they deliverthe best of class service to customers. Among the aspects he covered were: Empathy with theneeds of customers; acknowledgement of customers concerns; concentrating on key information through active listening skills so as to understand customers desires, needs and issues; anddeveloping assertive behaviour.

Vinath Hegdesaid that customers should be viewed as guests invited to a party, at which weare the hosts. It is our job every day to make every important aspect of the customer experiencea 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 platinumcustomer. Escalation seats will be incorporated at the Call Centre.

View From the TopCRM 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!



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AQUAMALL: QualityQualityQualityThe atmosphere at the Aquamall SMART was electrifying, thanks to the teams

excellent performance in 2012-13. This year the event was strategic andthere were no functional presentations.

The clear vision of leadership was outlined to achieve Quality byadopting the QualityQuality.Quality approach. The key strategiesdiscussed were: Making all efforts to converge as one winning team; looking at vendor management and valueengineering as the path forward; meeting changing dynamics of customer expectations; seeking business developmenprepositions other than EFL; and providing regular product training to field staff.

Division-wise plans for the current financial year also focussedon the interest shown by Lux International in sourcing productsfrom AWSL; the New Product Development (NPD) team launchingX-Pert in the Consumer Division; the acceptance of a

3000 ppm target in order to survive competition; utilising theservices of the WQA certified Aquadiagnostic water researchlaboratory 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 toattend the presentations of other verticals and interact with colleagues across verticals.

Dr. Raman Venkatesh: Challenging Targets AheadDr. Raman Venkatesh, focussed on Aquamalls goal of generating targeted revenues by 2017-18. 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 yearahead 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 factomanufacturerof 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 thedriver of growth.

Talking about innovation he gave the example of 18-year-old Ted from Africa who hadinnovated a product for taking a dry bath and had received the award for Youngest StudentEntrepreneur. He said that this product was a convenience for a rich man but a life saver forthe poor man.

Suresh Redhu, congratulated the team for their valiant efforts in the year gone by, durinwhich their target was to perform at exponential speed in order to remain in the competitivmarket. 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 deliversignificant value to Aquamall.

He emphasised that the focus of the current year would be on making Aquaguard WateSolutions Limited (AWSL) a happy, energetic and responsive team.

Aim High with Commitment


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Achievements and Initiatives

Dr. Muralidhara Raoprovided adetailed description of Aquamalls state-

of-the-art laboratory in Bangalore andits various water testing facilities. Heemphasised that this is the only WQAcertified laboratory in Asia.

Dr. SatishKumar made an in-depthpresentation on the Relevance of anIntegrated Management System in theManufacturing Set-up.

Puneet Tuknaitpresented the need fora succession plan in the present businessset-up, in order to take care of careerprogression and develop future leaders.

View from theTopCongratulations 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

Ashu Khannashowed the savings inSCM and focussed on the future road

map to attain greater highs. He stressedthat other units like IWSL+FATL shoulduse SCM for placing bulk supplies,towards better negotiations with vendors.He also focussed on the importance of demandingquality supplies from existing vendors and of sourcingnew vendors towards gaining competitive pricing of rawmaterial/consumables.

Yogesh Sangwikarlaid a strongemphasis on Quality...Quality and Quality

through automation and checks at everystage. He shared information about thequality complaints resolution of market

through QAT. He also focussed on systems and checks onIQC, PQC, PAT and vendor rating/evaluation, to ensurea defect-free product delivery to market.


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For the first time, eveningentertainment on the secondday of SMART showcased

the tremendous talents ofEurochamps themselves. Theperformers were the top 13winners of the EuroTalentContest, which had beenheld earlier. There wasethnic, traditional, folk,Bollywood & break dancing;vocal and instrumentalmusic; skits, Mullkhamband much moreproviding

excellent entertainment forthe 900-odd audience. Theperformances can be viewed

Aamir Md., Forbes Pro

Shobraj R., Direct Sales,Quilon

Anurag Mohan, Direct Sales,H.O.

P.B. Choudhary, Eurovigil,Kolkata

Piyali Chakraborti,HR, Kolkata

Nilesh Mishra, Direct Sales,Jalgaon

Narinder Kaur, CRM,Patiala

Nagaraj Ambig, Eurovigil,Bangalore

Shyam S.S., Direct Sales, Quilo

Core Leadership Team

on euroshare.eurekaforbes.co.in.The Core Leadership team too put up aperformance, which won rave reviews.Thetop three performers were Rajesh Acharya,Nilesh Sale and Narinder Kaur. AjaySachdev, the MC & Compere, took the

entertainment levels even higher with hiswitty and jovial commentary. Ms. BinaiferKhanna did a great job in choreographingthe CLT performance.

Arindam Mitra, HR, Delhi

EuroTalent

eurochamp smart june 2013

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