Applying technology in a simple way

Each time I am in Bangalore, I pass two hoarding on my way to the airport. They belong to Wipro. The first simply states its philosophy-'Applying Thought! The second is an example on this-'putting milk in baby soap.' I like the first. It's pretty profound and simple. I'm not sure about the second one (though it is likely to achieve its purpose of appealing to mothers).

When I reach the airport, however, I go through an experience with the security which is as far removed from the philosophy of applying thought as probably Veerapan is from the arms of the law. It is a great example of how things shouldn't be done. It also demonstrates that some of us for sure, either do not know how to use technology or simply do not have faith in its ability to deliver. (To be fair to these people, it is possible that we may not be using the right technology for the objective that we wish to achieve. But even then, what stops us from using common sense? It's free. Just that it doesn't seem to be freely available!)

What's it that I'm talking about? You first pass your hand baggage through the x-ray machine. The idea I guess is to detect prohibited stuff like weapons. So unless someone has developed a mechanism to disguise weapons, these should show up in the x-ray. The fact that we haven't heard of such disguising stuff yet in any of the hijack events means that probably there isn't such a development.

Then just before boarding, you have a bunch of guys who make you open your bag and go through the motions of searching it. Do we expect these guys to do justice to their job? And what are they searching for in the first place? If it is weapons, then what did our friend peering into the x-ray monitor do? And if it is a search for narcotics and other similar stuff, then it really is a poor reflection on our intelligence agencies.

Look at it from another point of view. Where does the responsibility for failure to detect lie. (Seems like we not only know how to use technology, but have also applied ourselves to basic management principles!)

The x-ray guy is sure to get lax, as he knows there is another guy, who will take care, in case he fails. It is another matter that the other guy leaves you in no doubt that he has total faith in the x-ray process. What have we achieved? Chances are that the security process would in fact have weakened. (If you've ever had a secretary who knows you will take care of all the mistakes she makes, you'll know what I mean.)

With all the advancements in Information Technology it is sad to see that it hasn't touched some of the very basic things of life. Things that really contribute to the common man's quality of life. Things that promote simplicity and reduce complications.

May be we haven't applied thought enough.

I do not mean to belittle mankind's achievements. There have been many. The railway reservation system is a great example of a development that has benefited the masses. But overall quality of life is not about application of technology alone. Our airport security process exemplifies that in no uncertain terms.

Swami Chinmayanand in his discourses used to explain quite a few concepts by referring to a model, which he described as `BMI in the world of OET'. (Body, Mind and Intellect in the world of Objects, Emotions and Thoughts) And thought is not just about applying technology. It can be about applying common sense too. And it can be about being sensitive to other people's emotions.

I have always believed that the best things in life are simple. It takes a lot of complicated things to create something that looks so simple. Look at the human form, the aeroplane, and many other high-tech devices of mass appeal. Any thing that looks complicated from the outside sure can't be great-be it a product or a process.

Take literature. The simple story of the Kabuliwallah still brings tears to my eyes at the end. The simple story of Tom Sawyer still has a universal appeal. The couplets of Kabir pack so much wisdom in just two lines.

For all the advancements of technology, can we say that life has become simpler? May be, may be not. It probably depends on what you look at and which way you look at it. But one thing is sure. Life is not just about brute technology. Competition is not just about technological advantage.

Those who make a mark today talk of processes too. The developed nation's concern in outsourcing business to Indian companies is not due to reasons of technology. It is related to processes. Their concerns can be with respect to very simple things. "Will we be kept informed, for instance, when something goes wrong?" Consistency of service delivery quality is, therefore, a major factor in that influences your ability to bring in business. In the days of IT enabled services, the importance of this factor is even more.

My concern however, goes beyond processes. Having defined processes how sure are we that the processes are being followed? And that has to do with the emotional side of the people. For all the technologies, for all the processes, if there is something you do not have the mental make up to do, you won't do it. 

What happens at the airport security has larger implications in terms of creating the wrong kind of impressions about India's process and emotional readiness to do business at the international level. It may be an isolated non-representative experience. But it may be more damaging than what we think. Swami Chinmayanand's model may well be a wholesome approach to engineering solutions and creating confidence in the international community in our ability to deliver. Applying body mind and intellect to deliver simple solutions with emotional appeal.

Sumit Sharma is VP, Microland and the author of the book titled 'The Corporate Circus.'