CUSTOMERAWAAZ-Vol4-Issue1-JUL-Sep-19

RNI No. DELBIL/2016/67709

Volume-04-Issue-01

Rs. 50/-

The Magazine for Indian consumers

Qtrly- Jul-Sep, 2019

THE CUSTOMER SATISFACTION CONUNDRUM What does it take to have satisfied customers?

Page No.: 10

CONTENTS 06

Financial Guide

Be a wise saver, borrower and investor

08

Alternate Dispute Resolution The doctrine of secret negotiations

NGO Mirror

Shaktii - A force helping underprivilege girl child

26

Junior Awaaz

30

Personality Honing

32 33

Memories Evil has changed faces

10

Talent VS Perspective

13

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Health & Wellness

16

The Quarter Past

36

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18

Stock Recommendations

By SMC Global Securities Ltd

41

Internet Privacy & Security

21

Your fortune unravelled

Astro Predictions

46

Consumer Educate

24

Customer Satisfaction Survey Your Input Matters...

48

The customer satisfaction conundrum

Embedded Systems

Internet of Things (IoT) in retail market cPpks esa O;ogkfjd cnyko

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The internet privacy implosion and the future

Deficiency in insurance services

Publisher (OWNER) Consumer MetricsInformatics Pvt Ltd Managing Editor Sailaja Velagapudi Text Editor Siva Rani KSS

Printer Stellent Print N Pack A-1, Dsidc Complex, Jilmil Industrial Area, Delhi.

Publishing Office 38, 2nd Floor, Aggarwal Chambers, 113, Veer Savarkar Block, Shakarpur-Delhi-110092

Advisory Board Madhusudan V Advisor & Chief Marketing

Circulation

Legal Panel Adv. Sanjay Diwakar Adv. L.G. Sujatha Dr. Nachiketa Mittal

Sriniketh Velagapudi (9205917117) Sudarshan Sharma (7678641097) Marketing, Head Office J 1001 Neel Padam Kunj Vaisahli Ghaziabad

Dean Dept of Law, United World School of Law

Banking & Finance Dr. Sunita Dwivedi

Associate Professor, (SCMS, Noida)

Dr. Nidhi Phutela

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Sales & Operations Sarala Jayakumar (9619262999) Mumbai K. Subbarao (9341273673) Banglore Sales Office-West 4, Asmita Orchid 3, Opp. N.H. High School Near Rassaz Theatre, Mira Road (E), Thane, Maharashtra Sales Office: South, Telangana.

Plot No. 38, Vikaspur, Opp-ESI Hospital, Hyderabad - 50038 Registered Office Flat No.4458, B-5&6, Vasant Kunj, New Delhi - 110070

Asst. Professor, Marketing (Symbiosis International University)

D.R. Bansal, DGM - BOI Retd.

Banking & Finance

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All opinions and views expressed in the articles are solely those of the authors. CustomerAwaaz or Consumer Metrics Informatics Pvt Ltd, does not accept any responsibility for any events occurring as a result of actions taken by our readers based on the views, opinions expressed in the above articles.

“Printed And Published By Sailaja Velagapudi On Behalf Of Consumer Metrics Informatics Pvt. Ltd., and Printed At Stellent Print N Pack, A-1, DSIDC Complex, Jhilmil Industrial Area, Delhi, And Published At 38, 2nd Floor, Aggarwal Chambers, 113, Veer Savarkar Block, Shakarpur-delhi-110092. Editor: Sailaja Velagapudi.

All rights reserved. Customer Awaaz, is a title owned by Consumer Metrics Informatics Pvt Ltd. The views and opinions expressed here in need not necessarily be that of Customer Awaaz, Consumer Metrics Informatics Pvt Ltd, their Publishers or their editors. No part of th is matter of th is edition should be, unless for personal or internal reference or for educational research purposes be copied, reproduced, or broadcast through any media including text, post, photocopy, electronic, email or mobile media without the explicit permission of the publishers. Contact details: info@customerawaaz.com.

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Cover Story

Dear readers, I would like to thank all of you who made it possible for us to put behind three years and start the journey of this fourth year with you. The quarter gone by has been one which has created history that was significant for the whole world and yes I am referring to our Indian Lok Sabha elections.

While I reflect on some salient aspects that dotted the timeline, I cannot help but mull over and take a serious note of some amongst which Astrology features prominently.

Most of the people behave as if astrology is nothing serious but wishy-washy sooth saying for the astrologer to make a quick buck out of unwitting people, and it is not considered (at least people do not acknowledge it’s importance in public) as anything significant. In reality, we all know that Astrology is much more than that and that we turn to it in our most needy times.

We know that it is a science which is native to India, a science which is gradually and rapidly being ignored due to which the knowledge and skills in this area are fast eroding where as in fact it is India’s greatest gift to mankind.

Accurate prediction is the key feature which differentiates renowned astrologers from those who ‘also ran’ and hence it takes a lot of skill and courage to spell out powerful and significant predictions. Here I draw your attention to the political predictions of reputed Astrologer and our columnist, Shri. Bhavanai Sanker which turned out to be absolutely right.

Further, this was done at a time i.e; in mid Jan-March quarter, when the entire media, the Opinion poll organizations have had apprehensions about the Modi government coming back to power and most of them have not been giving even 55% majority to this government. That is what a master of his subject can contribute and we leave it at that. Our special congratulations to Shri Bhavani Sanker for calling it accurately almost every time and a whole hearted thanks to him for contributing to our column sincerely and selflessly.

We have mentioned in our last editorial that it would be a matter of time before Masood Azhar would be pronounced a Global terrorist owing to the 14 countries of UNSC mounting pressure on China and it has happened eventually. This was a big diplomatic win which was achieved by our government and to add to that the ‘Grey listing of Pakistan’ by the FATF would go a long way in controlling or marginalizing the funding for terrorism by our neighbor.

A surprising aspect was that owing to the pressure from the Doctors and Medical Association’s lobby health care services have been removed from the draft Consumer Protection Bill. While it has been clarified that this does not take away the rights of consumers to file cases of medical negligence in any consumer fora, the question arises that in such a case, where is the need to exclude health care from the draft consumer protection bill.

Another important issue for the country as of now is India’s water crisis, As per United Nation’s report, India’s water demand will have doubled by 2030, far exceeding the water availability as our fresh water resources are getting depleted at a very high rate.NITI Aayog has alerted that 21 cities may face a no ground water or zero day situation in an year from now. That would be nothing less than a human made disaster.

Here we draw your attention to a philosophy of ‘universal customer relationship’ where all of us are in an ecological system bound to each other and are customers of each other back to back. Thus, we are the customers of the environment and its resources and they in turn are our customers too, meaning we need to care for them too.

As we move into future with this backdrop, we’ll have to look into various strategies to battle water scarcity and find different ways to conserve water. Many a time, it is a common phenomenon that we all train our guns towards the government of the day and place the blame on them. However in this case the government too will be helpless; may it be whichever party would be in power, God forbid if there is a day zero that we have to face in some cities. To avoid anything like this, we consumers need to work closely with the government and its nodal agencies to understand and action out any strategies that may be formulated and planned out. It would take a tremendous degree of thought revolution, far sighted vision and paradigm shift and last but not the least, unwavering discipline by us to face this situation.

I am also pleased to share with you some really positive feedback that we have received as ‘CustomerAwaaz’ from some very distinguished people like Dr. Sanjeev Pathak and young Ayush which inspire us to scale greater heights for you, the Indian Retail Customers.

We have also initiated a study on the levels of ‘customer satisfactions’ and their implications which should ideally contribute towards ‘customer loyalty towards the vendors and service providers’ through our cover story-‘The Customer Satisfaction Conundrum’ as an extension of which we have supplemented a ‘feedback form.’ We intend to do this feedback study over the next two quarters and come up with a report in our year ending edition, on the Satisfaction levels enjoyed by various brands from IRCs (read Indian Retail Customers) in the market.

A genuine feedback about products and services will not only help respective vendors and corporates develop and reinvent themselves, any knowledge in public domain about fraudulent transactions and/or vendors will also serve as a foundation for discriminating them should there be any from the group of good ones. In the absence of this there is a high possibility that many of us can get cheated.

As I signoff, I once again thank you for the fantastic encouragement, support and patronage which I assure, will return to you as strong features in terms of getting more value or right value for your money spent as ‘Indian Retail Customers.’

Mr. Shekhar

When it comes to the financial aspects, it is important that every person must play the role of a strategic borrower, prudent investor and meticulous saver. Any mismatch of proportions in these roles which everyone must play, leads to chaos in the financial aspect of life. Let us have a detailed look at ways to successfully play all the three roles in the most efficient manner.

Be a meticulous saver Let savings be your first expense every month.

Savings, in reality, is not considered as an expense.

However, when we decide to save the left over amount after meeting all the expenses we incur every month, our savings remains a meagre one. Focus on savings at all points of time keeping your eye on controlling your expenses where ever possible.

• Saving a minimum of 30% of what you earn every month is the key to build wealth • Learn to anticipate future commitments and separately save for each one of them in a prudent manner • Staying within your comfort zone will not help you earn more or build wealth • When your earning capacity increases, ensure you save more.

• Cost saving is easier than cost cutting since the latter requires you to sacrifice on certain aspects while the former teaches you to be disciplined Be a prudent investor

• Make your children learn how money works when it is borrowed or invested so they gain prudence in money matters early in life • Safeguard what you save on them for your retired future • When you implement such money habits at home, it will automatically inculcate financial discipline in the family spreading financial freedom equally across the same Be a strategic borrower • Ensure borrowing gets your last preference at all points of time.

• Avoid borrowing funds in the form of loans or through credit cards unless it is an emergency and you lack time to arrange for funds from a healthier source • Even if you are forced to borrow funds, ensure you buy low cost funds. Being aware of high cost ones will help you have clarity to over borrowing when you do so during emergency situations • Always borrow only when you are sure about your repaying capacities Wealth Direct is a fast growing Financial Consultant based out of Delhi NCR and have been featured in the top 25 financial Consultants in the “Consultant’s Review” magazine too. This is the 10th article they have authored for CustomerAwaaz with a view to provide financial advice to our readers.

• Building assets in a gradual and steady manner helps settle down in life quicker than the larger chunk of people who fail to do so.

• Build a Proper Investment Portfolio based on life goals after hiring an Expert Financial Planner at an early stage in life. This is one of the easiest ways to build wealth in a consistent manner since the Assets you built will earn for you.

• Think long term and invest in ventures that will profitable over a period of time rather than just thinking about a comfortable current life always • Finance your children only till they gain qualifications and knowledge to stand on their own legs.

Be a wise saver borrower and Investor

7

THE DOCTRINE OF SECRET NEGOTIATIONS

MORE THAN JUST NEGOTIATION “One of the secrets of life is that all that is really worth the doing is what we do for others” - Lewis Carroll Ask anyone knowing ADR (Alternative Dispute Resolution) what are the broad techniques of ADR and comes a quick response “Arbitration, Mediation & Negotiation”. That would sufficiently answer such a question about ADR.The said broad techniques germane from what is termed as “Private Justice System” as compared to the “Public Justice system”.

In the approximate time segment belonging to the 19th & 20th Century there was a fierce debate on the viability and even possibility of having a “Private Justice System” because much of the justice-administration was institutionalized under the “Public Justice system” and the civilizations / societies were becoming accustomed to it. The idea of such a public system in the administration of justice being transparent was deemed fair and proper even in commercial cases. The wheel of time turned and the “Private Justice System” attained relevance. This article very briefly examines the “secret” aspects of Negotiation and finds it essential to be adopted in commercial negotiations.

Confidentiality is one thing and secrecy is another.

Confidentiality is already an integral part of the ADR Alternative Dispute Resolution

techniques where the records are maintained but not made public with the exceptions of the court and the government. The secrecy on the other hand is supposed to have no exception at all. The question is whether the ADR techniques can handle such a degree of secrecy. The author-herein opines – why not?

Secrets are secrets and no one ever knows when, where and how it happens. The corridors have been witness to so many secret negotiations that the world never came to know. Nothing about them was on record – not even the venue. While such a setup smacks of James Bond movie or an Alfred Hitchcock novel, it shouldn’t be treated as too strange for ADR. How can we forget the words:

“A negotiator should observe everything.

You must be part Sherlock Holmes, part Sigmund Freud.” – Victor Kiam The world has taken a leap from “Public Justice System” to “Private Justice System” and the 8

author-herein is just wanting this world to take another step towards “Ultra-Private Justice System” for the sake of justice-administration. A better name could be coined but the idea is to keep the proceedings off-the-record.

Any adjudication whether in public domain or private domain is prone to the scrutiny of the judicial courts. While this could continue with most of the non-commercial adjudications, the pure commercial ones ought to be left to the “inner-reasoning” of the parties. Bizarre as it may appear today, this will serve the justice-administration of tomorrow. The diplomats are doing it already through the Backdoor Diplomacy or Track-II Diplomacy.

“He who has learned to disagree without being disagreeable has discovered the most valuable secret of a diplomat.” – Robert Estabrook

Adv. Sanjay Diwakar Supreme Court of India Practitioner, ADR

A diplomat is also trained in secrecy. The nations are more comfortable and much open in secret negotiations as compared to the formally official summits. Of course the open summits under the glare of world media do play a significant role in conveying a certain message. Such negotiations are picture-perfect but do not resolve the core issues that follow-up secret negotiations could.

The most complicated international issues are being handled successfully with this “Ultra-Private System”. The said technique is already being implemented but by very few parties. This would change once this method gains commercial and international acceptance. The procedural aspects on the legal framework can be worked out afterwards.

An element of some secrecy – this ought to be more than just confidentiality – can reset the backdrop making it easier to press the refresh button. As this is all what negotiation would mean – isn’t it ?

About the Author Adv. Sanjay Diwakar has been practicing law since 1998 covering the field of Civil and Criminal Law, at Delhi courts as well as the regular faculty at Indian Law Institute along with being a guest faculty at Amity Law Institute, IP college and the Delhi Police Training Academy At Delhi. He is a practicing Arbitrator as well as representative before the Arbitrator. His Special area of Interest is International Commercial Arbitration. This is the 12th in the series of articles he has penned for CustomerAwaaz centred around Alternate Dispute Resolution, it is to be noted that the modern world particularly one which is loaded with digital commerce would immensely benefit from Alternate Dispute Resolution particularly where there is a paucity of time to approach the formal judicial system for grievance redressal/dispute resolution. He is available on Diwakarsanjay447@gmail.com

Be a wise saver borrower and Investor

1

THE CUSTOMER SATISFACTION CONUNDRUM What does it take to have satisfied customers?

Yes! We said it is a conundrum-and we mean it.

Tonnes and tonnes of material has been written by many an expert and many have discussed about this seemingly unfathomable topic, but yet ‘Customer Satisfaction’ as a goal and not the definition seems to be elusive to many customer facing organisations.

regarding the enigma that we term as Customer Satisfaction.

Needless to say, we as CustomerAwaaz here we are talking about the retail customers alone. So, are we claiming ‘mastery or a PhD’ over this subject and trying to preach! Not at all! Stay with us as we share with you some of the nuances that we discovered

What we need to evaluate is; whether they are taking this for granted and reading this as “loyal customer base.’ Most of us misread it thus, and we do not find fault with those who probably may be mistaking it in the same way. And that is where one of the first and

Cover Story

Most of the organisations (customer facing) while presenting themselves, use a parameter which they term as ‘Satisfied Customer Base.’

10

finest (there are many to follow) differences in perception about customers and their satisfaction levels arise.

An organisation’s claim of Customer Satisfaction or a reference to a Satisfied Customer Base, a good C-SAT score or C-SAT index, is something which reflects about what was true till yesterday or at the best what is holding good till today. However, Customer loyalty is a continuous feature and what was a satisfied customer base till today need not ensure a continued loyalty and unending patronage forever.

We are not for once saying that organisation’s customer satisfaction operations deteriorate and hence all organisations will one day lost their valued customers. What we are sharing as our findings is that, today’s Satisfied customers need not be forever loyal customers of an organisations.

Ken Blanchard in his book ‘Customer Mania’ has articulated in detail the various methodologies, in particular about how ‘YUM’ one of the Pepsi group of companies has managed to ‘set their vision and target right’ about their customers and treating them right. He goes on to say that ‘YUM’ has not only hold on to your valued customers but continuously grow this customer base and to profit from them. Over & above everything else he has instead about one thing througout: and that is, how organisations ought to be ‘maniacal’ about their customers and rest everything follows. We now see the difference in perspectives here. From the usage of a term Customer Satisfaction we have not landed at Customer Mania.

In the book, Ken Blanchard the ultimate guru that he is, elucidates various cases in point of different types of organisations.

Some of these cases talk of organisations who h a v e relied on ‘I do my job and anything outside of it ask my boss’ strategy to deal with customer problems.

Cover Story

Some others which he has highlighted have empowered their teams to right till the down below and more importantly facing the customers who have resolved the problems.

This is what we are precisely referring to and this sets the tone our further discussions as we look at these different cases.

Customer teams are present in almost all the organisations. Only, some have a Customer Service department.

As the name suggests, this department’s function is to service the customers. This might not have a very elaborate and highly sensitive understanding of customer psychology and for all we may know, this team is like a break fix maintenance department which handles technical repairs or that which looks into customer issues. In such kind of a scenario, the front executive who may be dealing with the customer requirement may be ‘doing his job well’ but where the customer requirement demands that he needs to perform or deliver something outside of the defined work-may say ‘ I don’t know please speak to my boss.’

Here the big question of whether a well defined process of customer service at the organisation is good enough to ‘satisfy the customer’ comes into picture.

Now let us analyse ‘Customer Satisfaction’ in this case. The customer who was hitherto extremely satisfied with the product performance and the technology (only) may have suddenly started developing a different feeling towards the front ending executive to begin with, but as more “I don’t know speak to my boss” situations happen they start quickly developing a negative view of the customer service process of the organisation and hence the organisation itself.

This is one of the examples of the case where the Customer was satisfied till today, but given today’s experience s/he may not extend the 11

loyalty to this organisation going further. Obviously, for this department, on most occasions a service ticket is flagged off when an ‘incident’ happens and the entire breakdown experience is nothing more than another incident as treated by them.

From here, we move on to organisations which have ‘Customer Care’ departments which have the entire dealing with the customer experience at a much higher or sublime level. This is a zone where many organisations go into greater detail and delve into depths to ‘take care’ of their customer’s needs. Here the customer facing people are far more empowered and the customer might have a far superior experience and definitely say this level of customer satisfactions definitely extends into the customer loyalty zone, where in the customer might definitely think twice before crossing over the line to another vendor.

So what do we deduce from the above? Is one to understand that there is no value in delivering what is/has been promised? Strictly speaking that is not the case (and that should not be the case too!). While Ken Blanchard talks about the psyche of the US customers largely, we, CustomerAwaaz have made it amply clear that we are talking of Indian Retail Customers. So what are we talking about here?

So does the customer not take into cognizance as long as s/he is delivered only what is promised and is always looking for more. We do not have an answer.

However, the issue that an Indian retail Customer faces is; there are not so many companies who deliver even what has been promised-let alone continuously deliver more than what has been committed!

The next question that the Organisations face is; will they be able to continuously deliver more than what has been promised and whether that will assure them of perennial loyalty? The answer may still be a no! On the other hand it might definitely burn a hole in the organisations coffers so deep that they might not be fit and surviving to service and deliver what has been promised.

So where does the answer lie? How can organisation turn its satisfied customer base to a near perennially loyal customer base?

Seemingly no one has complete answers for this. Still we have tried to put across some key pointers which are crucial for organisations to achieve and maintain constantly to retain the customers.

Cover Story

Stage-1.

Have a technically best and most wanted product or service: While this sounds like a no brainer and a beaten formula-this is easier said than done. Most organisations boast of such kind of a product or a service but as we see in India many organisations do not cross even the threshold here. Few organisations truly aim to create a world class product or service that has customers bee lining for the same. And if the organisations do manage to create a world leader in their product/service, they do not need to go any further but continue to hone their product and just stay ahead of the curve of competition. Needless to say, customer satisfaction results in a definite loyalty here.

Stage-2.

Keep up the commitments-deliver as promised over and again: This model while not going the extra mile sets the expectations for the customers and while does not ensure one hundred percent loyalty, does go a long way.

Stage-3.

Go the extra mile: Here we are going above the stage 2. Customers are highly appreciative of the fact that they are getting extra-but while chasing to deliver the extras the organisation should not forego the basics that they have committed.Z

Have a technically best and most wanted product or service.

Keep up the commitments-deliver as promised over and again Go the extra mile

Know and understand your customers well Engage the customers Continue on page 36

12

IN RETAIL MARKET

Gone are the days when customer had to search for parking space outside a shopping mall. Gone are the days when the customer had to wait to pay bill standing in a long que at the billing counter. Some customers, out of frustration, sometimes left their items on the shop floor and go out without purchasing them due to time constraint. Now the retail market has adopted IoT to faccccilitate customers with easy access to all the areas and allowing them to shop quickly. With this, two obvious benifits, one the customer will save time even for the enjoiment and secondly, the retailers will make lot of revenue with more customers and their choices.

IoT is already implemented in many countries for quick shoping including India.

• Car parking is becoming very easy with automatic opening of boom barriers at access control as per the vacancies available in parking area. Some of the other monitoring and control systems include Parking ticket dispencer, Paternoster (moving floors) to accommodate vehicles in a small area.

While exiting, just show your ticket to the reader, your vehicle will be brought near to you.

• Facial recognition system of customer, will track him in all the floors for security. (At any time, the customer may turn out to be a thief).

• An app will be automatically downloaded to the customer’s mobile, that will take the customer to the item in the shelf. If the item is not there in the shelf, it will be placed immediately by the staff from the ware house. Once the selection of the items is done, billing will come to the app and can be paid at the point of customer. RFID tags and Barcode readers will help the customer for quick payment.

The Internet of Things (IoT) in retail has helped retailers in attaining enhanced customer experience Internet of Things (IoT) in Retail Market

and increased revenue. IoT in retail is majorly used to manage inventory, track theft and loss, mobile payments, shopper intelligence advertising and marketing inventory. The demand for this market is driven by internet ubiquity worldwide and the declining cost of IoT components such as sensors and RFID. Cloud platform is another factor which is considered as an important driver to the IoT market.

The software market in IoT in retail is expected to flourish in the coming years owing to the increasing usage of mobile applications. Niche players such as ThingWorx and Carriots are developing software platforms and many others have emerged and are expected to evolve in the coming time.

The global IoT in retail market report has been segmented on the basis of components, hardware, services, connectivity technologies, and functional areas. The IoT in retail components include hardware and software; the hardware component has been segmented into Gateway, RFID, and sensor. The market has been segmented into services such as remote device management, professional services, and managed services. In addition, the report classifies the connectivity technologies as NFC, Bluetooth Low Energy (BLE), ZigBee, and Wi-Fi. The functional areas covered in the report are advertising 13

and marketing, digital signage, energy optimization, intelligent payment solution, real-time/ streaming analytics, resource management, safety and security, smart shelf and smart doors, smart vending machines, and supply chain management. The regions covered in the report are North America, Europe, Asia-Pacific, Middle East and Africa, and Latin America.

The IoT in Retail ecosystem comprises of security solution vendors such as IBM, Intel Corporation, Zebra Technologies, SAP, Google, Microsoft, Freescale, PTC, ARM, and Cisco.

Stakeholders: • Semiconductor companies • Embedded systems companies • Application developers and aggregators • Managed service and middleware companies • Wireless network operators and service providers • Data management and predictive analysis companies • Sensor, presence, location, and detection solution providers • Internet identity management, privacy, and security companies • M2M, IoT, and general telecommunications companies • Wireless infrastructure providers Scope of the Report: The research report segments the IoT in Retail market to following submarkets:

By Components: • Hardware • Software

By Hardware: • Gateway • RFID • Sensors

The global internet of things (IoT) in retail market size is expected to reach USD 94.44 billion by 2025, according to a new report by Grand View Research Inc., exhibiting a 21.5% CAGR (Compund Annual Growth Rate) during the forecast period. Increasing demand for improved flexibility, multiple distribution channels, better service, and enhanced experience are expected to provide impetus to industry growth over the forecast period. The growth can be also attributed to merging of digital and in-store operations in retail stores.

Ongoing evolutions in retail such as omnichannel shopping and rapid smartphone adoption rate are enabling retailers to create a brick-and-mortar shopping experience. Smart retailers are engaging with the right technology and making stores more interactive. Smartphones and tablets enabled with Bluetooth Low Energy (BLE) are used for product promotions, thereby encouraging social sharing.

Such evolutions have led to increased spending on connected technologies to monitor products, customer behavior, premises, and supply chain.

Implementation and adoption of connected technologies solutions allow retailers to analyze and monitor existing processes to enhance them with incremental investments. However, with growing IoT permeation, retailers have not been able to exploit the capabilities of IoT. Furthermore, the emergence of Machine Learning and Artificial Intelligence (AI) technologies are changing the retail scenario as they provide better insights to optimize retail execution efficiently.

Retailers can accurately anticipate customer behavior, predict demand, and personalize customer experience. For instance, retailers are predicting demand to offer product endorsements based on data received from customers. Such transformation is expected to occur over the next few years by deploying machine learning in combination with IoT technologies.

By Service: • Remote Device Management •Professional Services • Managed Service

By Technologies: • ZigBee • Bluetooth Low Energy (BLE) • NFC • Wi-Fi • LoRa networks IoT in Retail Market By Functional Areas: • Advertising and Marketing • Digital Signage •Energy Optimization • Intelligent Payment Solution •Real Time/ Streaming Analytics •Resource Management • Safety and Security •Smart Shelf and smart doors •Smart Vending machines •Supply Chain Management Internet of Things (IoT) in Retail Market

Ravi Kumar Jagarlapudi Expert-Embedded Systems About the Author This article is the 13th in the series authored specially for CustomerAwaaz by Mr. Ravi Kumar Jagarlrapudi an expert in the field of Embedded systems and internet of things. As India is rapidly embracing digital technology in all forms of life civilian’s personal as well as governed public life, embedded systems in the form of surveillance and IoT continues assuming larger significance. This edition specially focuses on Internet and Smart enabled homes which are on the demand these days and are also being offered vividly by many real estate builders.

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tgk¡ ge lksprs gSa dh cPpksa dks u rks dekus dk vkSj u gh [kpZ djus dks ruko gks ldrk gS]ij ge xyr gSaA cPps vDlj vius vfHkHkkodksa ls gh ruko djuk lh[k ysrs gSa tsls dh mudk foÙkh; ekeyksa esa ?kj esa ppkZ djuk] fdlh utnhdh fj'rsnkj dh lsgr dh fpark djuk] ifr vkSj iRuh ds chp esa cgl gksuk] dke esa ijs'kkfu;k¡ bR;kfn dqN ,slh otg gSa tks dh cPps vklkuh ls lh[k ysrs gSa vkSj [kqn Hkh ruko ls xzLr gh tkrs gSa bl ruko dks gok nsrk gS mudh thou 'kSyh] vkt dy dk ckyd ?kj ls ckgj tkdj [ksyuk ugha pkgrkA mldk T;knk le; Vsyhfotu ;k daI;wVj ds lkeus gh xqtjrk gSA ij D;k flQZ blesa flQZ mudh gh xyrh gS\ ?kj ls ckgj [ksyus dk çko/kku vkt dy ds ikdZ dk u gksuk

bUVjusV% gekjh ubZ çks|ksfxdh bu lc ijfLFkfr;ksa dks vkSj ekufld O;ogkj dks vkSj c<kok nsrh gSa vktdy ds cPps iRFkj dh rjg daI;wVj ls tqM+s cSBs jgrs gSaA 'kq#vkr esa dqN lh[kus dh ykylk fQj

gekjs Hkfo"; lekt ds fy, gj cPpk cgqr egRoiw.kZ gSaA gj jk"Vª ds Hkfo"; ds fy, vkt ds cPps gh mÙkjnkf;Ro gSaA vkus okys le; esa ;g cPps gh gekjs lekt dk ekxZn'kZu djus okys gSa|ij gekjs ;s cPps fdl euksfLFkfr ls xqtj jgs gSa\

cPpks esa O;ogkfjd cnyko

1

fofM;ks xse [ksyuk fQj ljy okrkZyki fQj iwjk fnu fnekx esa bUVjusV gh ?kweuk vkSj vkf[kj esa fdlhdk ,d pqVdqyk Hkh fdlh dh Hkh euks'kfä dks vk?kkr dj ldrk gS vkt dy ;s fcekjh fdlh 'kfä'kkyh chekjh ls de ugha gS ,d laLFkk }kjk „ååˆ esa lqosZ fd;k x;k mles ik;k x;k dh rhu esa ls ,d fd'kksj cPpk lkbcj cqfYY;ax ls xzflr gS tsls tsls lsyQksu vkSj daI;wVj ls cPpksa dk yxko jgsxk muds O;ogkj esa rsth ls cnyko vkrk tk;sxk

fo—r Hkkstu % [kkus dh vknr ftlesa tad QwM dk çpyu Hkh cPpksa ds O;ogkj dks çHkkfor djrh gS [kkus esa rktk lfCt;ksa dh deh] Qy vkSj nw/k dh deh Hkh cPps dks vkylh curk gS ftlls dh cPpksa esa eksVkik cM+uk Hkh ,d dkj.k gS dHkh dHkh fd'kksj yM+fd;ksa esa vius 'kkjhj dks iryk j[kus dh gksM+ esa [kkuk u [kkuk ;k de Hkkstu ysuk vuksjsfDl;k tslh fcekfj;ksa dk dkj.k cu tkrk gS

v//k;u dk nokc % vkt dy dh cMrs çfr;ksfxrk dk nokc Hkh cPpksa ds O;ogkj dks çHkkfor djrk gSaA t~;knkrj cPps fo|ky; ls okfil vkrs gh tution Dykl dh r¸;kfj;ksa esa yx tkrs gSa tc rd mudh i<kbZ [kkre gksrh gS fnu Hkh lekIr gks tkrk gSaA

y{k.k % cPpksa dk ,dkar esa cSBuk] fpMfpMk O;Ogkj ] yksxksa ls ckr djus esa drjkuk] xqLlk tYnh vk tkuk]vi'kCn okD;ksa dk bLrseky djuk vkSj cM+s yksxksa dk lEeku u djuk vkfn eq[; y{k.k gSaA cpko % cM+s gksus vkSj vfHkHkkod gksus ds ukrs gekjk drZ~rO; gS dh ge cPpksa ds euksfLFkfr dks tkus vkSj mUgsa ekufld nokc ls xzLr gksus ls cpk,a A cPpksa ds lkeus foÙkh; ijs'kkfu;ksa] yM+kbZ vkSj fpark dh ifjfLFkfr;ksa u vkus nsa A cPpksa ds bUVjusV xfrfof/k;ksa ij utj j[ksa ftl çdkj ge muds jkst dh xfrfof/k;ksa ij j[krs gSaA [kku iku dh lgh tkudkjh ls voxr djuk Hkh cgqr t:jh gSA cPps Vsyhfotu ij D;k ns[k jgs gSa vkSj fdruk od~r v‚uykbu [ksyksa esa ns jgs gSa dk Hkh /;ku j[kuk t:jh gS|ftruk iM+uk t:jh gS mruk gh [ksyuk ] rRF; dk Hkh /;ku j[kk tk;sA

gkses;ksifFkd nokbZ;ka% csjkbVk dkcZ] dYdfj;k dkcs ]g;ksl] csy] dsEeksfeyk] LVsQ] VkjsaV;qyk] vkxZ fur] gsy] vEeksa dkcZ] vklsZfud dqN nok,a dkjxkj lkfcr gS muds vxj y{k.k fey tkosaA

tyok;q ifjoruZ ls fuiVus eas dkjxj gS

lkbfdy

tyok;q ifjorZu nqfu;k ds fy, fljnnZ lkfcr gks jgk gSA iwjh nqfu;k esa bl ij ppkZ py jgh gS fd vkf[kj tyok;q ifjorZu ls dSls fui Vk tk,A nqfu;kHkj esa vktek;s tk jgs reke mik;ksa ij ppkZ djsaxs] ysfdu vkb, mlls igys ;s tku ysrs gSa fd tyok;q ifjorZu gS D;k] vkSj b lls nq"ifj.kke D;k gSa\

D;k gS tyok;q ifjorZu\ tyok;q ifjorZu dk eryc gS i`Foh ds rkieku esa o`f) vkSj blds dkj.k ekSle esa gksus okys ifjorZuA vkbZihlhlh dh fjiksVZ esa psrk ouh nh xbZ gS fd lky 2030 vkSj 2052 ds chp Xykscy okfeaZx dk Lrj c<+dj 1-5 fMxzh rd igqap ldrk gSA i;kZoj.k oSKkfudksa dk dguk gS fd fiNys dqN o "kksaZ esa i`Foh ij dkcZu Mkbv‚DlkbM xSl dh ek=k yxkrkj c<+h gSA xzhu gkml xSlksa esa lcls T;knk egÙoiw.kZ xSl dkcZu Mkbv‚DlkbM gS] ftls ge thfor çk.kh vius lk¡l ds lkFk mRlftZr djrs gSaA oSKkfudksa }kjk dkcZu Mkbv‚DlkbM ds mRltZu vkSj rkieku o`f) esa xgjk lEcU/k crk;k tkr k gSA tyok;q ifjorZu ls fuiVus esa dkjxj gS lkbfdy

18

tyok;q tyok;q ifjorZ ifjorZuu ds ds çHkko çHkko i`i`FFohoh dsds rkieku rkieku esesa a gksgks jgh jgh bl bl o`o`f) f) lsls reke reke çHkko çHkko nsns[[kuskus dks dks fey fey ldrs ldrs gSgSa] a] tStSlls s vf/kd ckfj'k ;k lw [ kk] fge[k.Mks a vkS j Xys f 'k;jks a dk vf/kd ckfj'k ;k lw[kk] fge[k.Mksa vkSj Xysf'k;jksa dk fi?kyuk] fi?kyuk] leq leqææ dsds tyLrj tyLrj esesa a o`o`f)] f)] ouLifr;ks ouLifr;ksa] a] tho&tUrq tho&tUrqvvksaksa ij ij nqnq"çHkko "çHkko iM+ iM+uukAkA oSoSKKkfudks a dk dguk gS fd vkus okys fnuks a es a lw [ kk c<+ s x k] ck<+ dh ?kVuk,a kfudksa dk dguk gS fd vkus okys fnuksa esa lw[kk c<+sxk] ck<+ dh ?kVuk,a c<+ c<+saxsaxhh vkS vkSjj ekSekSllee dk dk fetkt fetkt iwiwjjhh rjg rjg cnyk cnyk gqgqvvkk fn[ks fn[ksxxkAkA vkbZ vkbZ-ih-lh-lh-ih-lh-lhdh fjiks V Z ds vuq l kj ekuotfur xz h u gkml xS l s a orZ e ku es dh fjiksVZ ds vuqlkj ekuotfur xzhu gkml xSlsa orZeku esa a i;kZ i;kZooj.k j.k esesa a gksgks jgs rkieku o` f ) ds fy;s iw j h rjg ls ftEes n kj gS a ] ftues a dkcZ jgs rkieku o`f) ds fy;s iwjh rjg ls ftEesnkj gSa]ftuesa dkcZuu Mkbv‚DlkbM Mkbv‚DlkbM dh dh ek=k ek=k lcls lcls T;knk T;knk gSgSAA bl bl fjiks fjiksVVZ Z esesa a dgk dgk x;k x;k gSgS fd fd Xyks c y okfea Z x es a 90 çfr'kr ;ks x nku ekuotfur dkcZ u mRltZ Xykscy okfeaZx esa 90 çfr'kr ;ksxnku ekuotfur dkcZu mRltZuu dk dk gSgSAA oSoSKKkfudks kfudksa a dsds vuq vuqllkjkj bu bu xSxSllksaksa dk dk mRltZ mRltZuu vxj vxj blh blh çdkj çdkj pyrk pyrk jgk jgk rksrks 21oha 'krkCnh es a i` F oh dk rkieku 3 fMxz h ls 8 fMxz h ls f Yl;l 21oha 'krkCnh esa i`Foh dk rkieku 3 fMxzh ls 8 fMxzh lsfYl;l rd rd c<+ c<+ ldrk ldrk gSgSAA vxj vxj ,s,sllkk gqgqvvkk rksrks blds blds ifj.kke ifj.kke cgq cgqrr Hk;kud Hk;kud gksgksaxaxsAsA nqnqfu;k ds dbZ fgLlks a es a fcNh cQZ dh pknjs a fi?ky tk,a x h] leq fu;k ds dbZ fgLlksa esa fcNh cQZ dh pknjsa fi?ky tk,axh] leqææ dk dk ty ty Lrj dbZ QhV Åij rd c<+ tk,xkA leq æ ds bl crkZ o ls nq f u;k Lrj dbZ QhV Åij rd c<+ tk,xkA leqæ ds bl crkZo ls nqfu;k dsds dbZ dbZ fgLls fgLls tyeXu tyeXu gksgks tk,a tk,axxs] s] Hkkjh Hkkjh rckgh rckgh eps epsxxhAhA ;g ;g rckgh rckgh fdlh fdlh fo'o;q ) ;k fdlh ,LVs j ‚;M ds i` F oh ls Vdjkus ds ckn gks u s fo'o;q) ;k fdlh ,LVsj‚;M ds i`Foh ls Vdjkus ds ckn gksus okyh okyh rckgh rckgh lsls HkhHkh c<+ c<+ddjj gksgksxxhAhA

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We all know that privacy is an important aspect of fundamental rights as a citizen. 10 years ago, this probably wouldn’t have been an issue but in today’s time, privacy is a big concern for most people. But what is privacy? Can being alone at home considered as privacy? And what about internet privacy, is the same? Let’s find the answers to these questions.

There are many new aspects to privacy on the internet. In fact, on the net privacy is not about keeping things ‘private’, but a choice about what we tell other people about ourselves. Each time a person uses the internet, they leave behind a small trace or exhaust and if needed, an expert can not only track their location but also link their online information with their offline activities. Electronic traces are left by other means too, the smart phone for example, the location services work even when they’re switched off which basically means that a smart phone can be used as a GPS tracker. Then there are other people that know more about you (and probably more that you yourself) like the Telco’s, Banks and the Super Markets. In fact, the super markets know the most about you , they now if you are happy or sad, if you are well or ill and can even predict how you will vote in the future by analysing your buying patterns for the last 5 years.

Welcome to the era of big data where individual behaviour patterns can be predicated with 80% accuracy and it’s likely to be 90% soon! But what happens when companies cross these boundaries and there are many examples to support the case.

Uber recently rolled back a service where they were tracking user’s location even when they were not using the Uber App and Samsung Smart TV’s were shipped with room recording functionalities. When you use Google, Facebook, Uber, Samsung and the likes, one is usually not very concerned as they are renowned organizations. Concern arises when small unknown companies are able to collect your data.

One would have heard an age-old saying “nothing comes for free”, but when we check the tick box saying “I accept“ on the app download, we have traded our online privacy to 3rd party entities enabling them to collect and share our private information. Today we have tens of thousands of companies if not millions that are actively and legally selling private individual data to consumer product manufactures, pharmaceutical companies, banks, insurance companies and more.

Without a blink of an eye we download games, apps and a whole lot of other content. But if we were to Internet Privacy

carefully check them on your phones you will be shocked to find that many apps are accessing all our contacts, some even our files and personal photos!

All this is done 24x7. The sensors on our phone, smart watches and health bands are constantly sending data to the cloud from where it’s stripped, packaged and sold. So, we are now a product instead of a consumer because, not only are you sharing things about yourself but also about others. We share information on where we stay, who are your family members are and even with whom you had dinner last night. Virtual personal assistants like Alexa , Google home are already sending your home information to the cloud.

It’s not that we don’t have laws to keep these practices in check. We have all kinds of laws, but the companies have found ways to put in counters measures. Let’s take the example of the iTunes agreement which is 20,000 words long spread over thirty odd pages, it is tough for even a lawyer to decipher it. Decades have gone by and people have systematically refused to pay for internet software, services and the content; but then someone must pay for it and as a result now the services get run by advertising and powered by data behind it. Think of a situation if google were to charge you for its search services say at USD 5 per search which is free now.

But there is some hope now as governments are making a push back for example the New European Data Protection Law GDPR which came into force last year in the EU. So, within EU user consent is required to use privacy data and it cannot used if the user denies. Plus, the user consent must be a genuine choice and cannot be a condition of service.

The new kid on the block now is the IoT or the internet of things. We have now just started buying smart devices like i-robots, smart lights, smart AC, smart TV and everything smart.

And again, as earlier we have got in a trap as most of us are not willing to pay for

subscription services that keep these devices smart.

This then gives an opportunity to to all smart device manufacturers to find ways to monetise the data in the same way and with more tricks. If you refuse to buy the subscription services, the smart light manufacture could just “dim” your smart bulb within a few months of buying or an electric car company could start discharging your batteries. In the case of smart devices, the privacy stakes are also much higher as now your personal home space is getting disclosed.

In the future we are going to have hundreds of smart devices with sensors all around us, on your car, your TV and your refrigerator and more and they would be monitoring you along with monitoring themselves. It is going to be like living in a small village where nothing is hidden, and everybody knows where you live, who are your friends are, what are you thinking about and what do you plan to buy. Today if there were to be a road accident, in a few hours the people of interest could be identified by the social media from an amalgamation of pictures taken and posted online by the public. In the future we could identify people with 100 percent accuracy because in addition to the individual location and pictures you could also uniquely identify cars, handbags, shoes etc. by their IP addresses or a unique identifier.

The world of the future would become more transparent and governments may not be able to keep secrets. If someone scratched your car and ran off, you may be in position to quickly identify him and even get his home address which may or may not be good thing. The future could involve people having chips inside their bodies and medical records being sent constantly to a not so secure cloud. Despite the odds people would still be willing to send their most private medical data and by doing this, it would help extend a person’s life and this factor would override everything else. Doctors would will get to know in advance if you going to get a stroke or a heart attack.

If everyone did this universally, many diseases that have plagued mankind for generations could be wiped out. So, loss of privacy may not be such a bad thing afterall.

Authored by Mr. Hanif Sohrab a Cyber Security Expert,he can be reached at hanif.sohrab@gmail.com

Internet Privacy

What Our Readers Say

I’m going through Customer Awaaz since last more than one year. Its each and every issue is appearing with certain changes which are pro readers/consumers. Either you may call it Content or presentation. In all respects magazine is getting attention very fast. In this April- June 2019 issue you have taken up a good collection of burning issues which matter to the real consumer. Slowly it has taken a shape of Family Mag. Its Bi-lingual content attracts to Hindi Readers too. Just keep in mind your contents should not go beyond spirit of your title. In real life each issue is concerned by either way with the mankind who is consuming facilities under various segments, so you should underline that fact everywhere showing your concern and connect with them. That would be THE REAL AWAAZ. Dr. Saanjiiv Pathak Deputy Zonal Manager, Bank of India, Mumbai

Customer Aawaaz has exceptionally probed and resolved some of the most pragmatic concerns of people. It has successfully managed to create a platform wherein the customers are acclaimed of their rights. The inclusion of ingenious articles relating to business and social aspects of today's modern era acquaint one with the necessary tools to make intelligent and calculative decisions.

Aayush Chandigarh

Deficiency in Insurance Services Under the Consumer Protection Act, 1986, consumer has been defined through goods and services. Definition of ‘Service’ includes hirer and beneficiary of services. ‘Service’ includes the provision of facilities in connection with banking, financing, insurance, transport, processing supply of electrical or other energy, board or loading or both, housing construction, entertainment, amusement or purveying of news or other information. Service does not include the rendering of any services free of charge or under a contract of personal service. In this article the nature of problems faced by consumers related to the insurance sector, especially where the insurance company wrongly repudiated the contract and the insurer had to go to the consumer forum to seek redressal have been discussed.

Under Shriram Life Insurance Co vs L Lakshmi Vol II (May 2018) the complainant took an insurance policy for the sum of Rs 7,50,000 commencing from 26-5-2007 for a period of one year. The policy was renewed on 27-5-2008 for another period of one year. On 2-5-2009 the assured Mr. Vijay Kumar died and hos wife who was also a nominee to the policy made a claim to the above policy. The Insurance company repudiated the contract on the ground that material facts related to the insured were suppressed and he was suffering from diabetes for the past nine years. District forum dismissed the complaint on the basis of the Progress Report disclosed by Agadi Hospital Bangalore stating that the patient was diabetic since nine years and he had suppressed material facts. The complainant filed an appeal in State Commission where it was observed that the Progress Report was written in two handwritings and the evidence given by the doctor said that he could not clearly state the duration of diabetes. He said that when the patient was admitted his sugar level was under control. The patient was admitted in the hospital with fever, cough, pain and swelling. Thus, State Commission found that the records mentioned that the patient was diabetic but does not mention that it was diabetic prior to date of proposal. Thus, the insurance company directed the insurance company to pay a sum of Rs 7,50,000 to the insurer within 6 weeks otherwise an interest of 9% p.a. to be paid. The insurance company filed a revision petition to National Commission where it was held that there are no material facts willfully suppressed by the insured prior to taking of policy. Since the insurance company could not prove that there was suppression of material facts hence repudiation was not justified.

In another case of Tata AIG General Insurance Co vs Manvinder Singh and others (Vol 1 2019 CPJ 37 NC) the vehicle of the respondent was insured with the insurance company from 13-7-2012 to 12-7-2013 for Rs 7,00,000.

On 29-9-2012 the vehicle hit a stone causing a hole in the pan of the vehicle. Intimation was received to the insurance company from the workshop regarding accident. Surveyor visited the accident and assessed damage due to Deficiency in Insurance Services

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collision with stone for Rs 8, 557 allowing loss only of the damaged oil pan.

The rest of the losses were not considered as the engine seizure happened was disallowed as the negligence on the part of the driver.

On 1st May, 2013 a cheque of Rs 8,557 was sent to the insurer.

The insurer filed a complaint in the district forum which gave a decision in favour of the insurer and asked the insurance company to pay Rs. 1,87,805 over and above the assessment of the surveyor and 9% interest and 4,000 cost. The insurance company filed an appeal in State Commission which was dismissed.

Further a revised petition was filed in National Commission where the petitioner stated that the vehicle’s engine was seized due to negligence of the driver who kept on driving in spite of the stone hitting the oil pan and the oil had leaked out. Thus, the engine ran out of oil and it seized. Here also the insurance company pleaded that the consequential loss had happened due to negligence of the driver of the insurer and the Insurance company is not liable to indemnify the loss. National Commission was of the opinion that the loss could have been minimized had the driver stopped the vehicle when he realized that a stone had hit the vehicle. Thus, based on the circumstances of the case 60% of the repairs amount was allowed as compensation to the insurer. Thus, the Insurance Company was directed to pay an amount of Rs. 1,12,683 to the complainant and the order of the District forum was upheld with some changes.

As consumers we should be empowered and we should read the contract thoroughly before signing. In case of medical insurance many times contracts are repudiated by the insurance company by mentioning that the consumer had a pre-existing disease while signing the proposal form or by breach of the policy conditions, no compensation can be awarded. In case of LIC of India vs Consumer Welfare Association & Others the complainant took an insurance Jeevan

saral policy from the companies Surat branch for 25,00,000, with a death benefit sum of Rs 3,94,900 and accident benefit of Rs 15,00,000.

Policy period was from 28-3-2004 to 28-3-2015. On the date of maturity when the complainant asked for its dues the insurance company refused to pay the sum assured and wanted to pay the death benefit of Rs 3,94,000 along with loyalty addition of Rs 1,67,832. After that the complainant filed a case in State Commission where the State Commission directed the Insurance company to pay a total amount of Rs 26,67832 with interest @9% p.a. since 28-3-2015. Further an amount of Rs 25,000 was given as compensation for mental agony. Insurance company said that there was a typing error in the policy and the amounts had got interchanged. In an appeal to National Commission also it was held that after the maturity of the policy the company cannot deny the claim saying that there was typing error. Thus the decision of the State Commission was upheld.

Dr. Sheetal Kapoor Consumer Expert Associate Professor, Department of Commerce, Kamala Nehru College, University of Delhi

Dr. Sheetal Kapoor is a global face in the field of Consumer Affairs. As a consumer advocate she has been actively pursuing the Subject of Consumer Affairs that focuses on consumer awareness and protection. This includes setting up of the Consumer club in the college on 29th November 2005. Kamala Nehru College has been the pioneer in Delhi University for starting this Club.

Presently Dr.Sheetal Kapoor is working as an Associate Professor in the Department of Commerce) at Kamala Nehru College, University of Delhi, Delhi. Her teaching experience of 23 years includes teaching under graduate, post-graduate (guest faculty) course in Delhi University. She is a member of the National Mirror Committee under the aegis of Bureau of Indian Standards (BIS) for ISO Standards and the Chairman of the Working Group on Call Centres. She has been the member of the National Media Committee for the ‘Jago Grahak Jago’ campaign from 2009- July 2011 and 2014 - 2017.

SHAKTII Vimala Nanadakumar, chairperson at NGO -Shaktii Girl’s Education Trust is a person who can never go unnoticed. Just her presence lights up the environment. But as you get to know her you realize her irritable charm has a story. The name “Shaktii” was derived from her intense battle against cancer.

Vimala Nandakumar is an educationist, a consultant, an author, a painter, a traveler and the list goes on.

She has an experience of more than four decades of teaching mathematics to students from grade 6 to grade 12 in various boards like CBSE, ICSE, Maharashtra Board and IGCSE (University of Cambridge). She has been the Principal of international schools in Mumbai and Jakarta, Indonesia apart from being a Principal of Arya Vidya Mandir at BKC, Mumbai. She has also authored the book “What Ails Our Schools?” which gives a first-hand information of various issues plaguing our schools including case studies and suggests possible solutions to the ailments. The book reinforces the most important aspect of education, viz., keeping children in focus.

“Shaktii” is an after- school programme for the underprivileged girls of which not only provides support in academics but also aims to mentor them Shaktii

to develop their non-academic skills such as social skills, soft skills, leadership skills and life skills.

Having completed their journey of four years under the firm leadership of Vimala Nandakumar and Kalyani Basu, they have taken yet another step ahead for the next academic year by moving into new and bigger place.

Ms. Vimala Nandakumar MSc, MPhil, BEd 26

CustomerAwaaz’s Mumbai team represented by Sarala Jayakumar managed to sneak some very precious time out of this busy day’s schedule, whre is she has agreed to share a few details about the vision, mission, way forwards for “shaktii”.

Why Shaktii ?

The quality of free public education received at government schools in India is not up to the mark, with an outdated syllabus and the schools being understaffed. Organizations like Shaktii help girls from an underprivileged background receive a more up-to-date and quality learning and education.

According to statistics, around 63.5 percent female students quit school during adolescence.

The world average female literacy rate is 79.7%, while in India the average rate is 65.46%.

How did you manage this initiation?

My dream of starting a school unfortunately had to be abandoned at an early stage. A short teaching stint at Avasara Leadership Fellows (ALF) inspired me to start my own NGO. ALF focused on creating women leaders for the future by getting underprivileged girls from Dharavi. They had huge financial backing for the wonderful project. Though my husband and I had retired, we decided to fund our own NGO. The plight of girls in our country, particularly those of the low income groups was pathetic. I had earned a big network of people in my four decades of teaching in various schools and institutions. Something told me that I would get unconditional support from my former students, friends and relatives as this project was very close to their hearts as it was to me.

How do you think Shaktii is helping to empower girls?

Shaktii does not intend to be just another tuition class. Shaktii focuses on English and Mathematics which according to me are not mere subjects but Life Skills.

Schools do very little (whether high end schools or those meant for low income groups-barring a few schools) justice to the teaching of English and Mathematics.

The rest of the subjects will be easy to understand if the earlier two are taken care of.

Shaktii

The 17 Sustainable Development Goals (SDGs) adopted by the UN to be achieved by 2030 in order to “achieve a better and more sustainable future for all ”includes Gender Equality and Quality Education as two of the SDGs. In the coming two decades, India may have one of the youngest and largest working population in the world. However, according to the World Bank, the prevailing gender roles and discriminating women may have a crippling impact. It identifies female labour force participation in the market at 31.2 percent and more than 50 million young women in India neither study nor work.

The programme at Shaktii also looks at personality development. The girl child is seen as a whole and not a girl who simply learns by rote and passes exams.

The parents of these girls are not educated and they believe that only the marks scored in exams are important. The curriculum that we offer empowers these girls to think critically, gain confidence and fluency in languages that are needed for the future. It is presented in way that they get addicted to learning and take responsibility for learning and enjoy learning. They get trained to think, have opinions of their own and support their views logically. The girls are exposed to experts from different fields which have helped them broaden their outlook. Above all they have learnt to dream and Dream Big!!

The three liner stories written by these girls look quite good. How could you achieve this?

Initially girls used to be hesitant to speak even one word in English though they were all from English medium schools. Further, they were never trained to think and express their views on any topic. I respect all languages. I can speak five myself. However, I gave and continue to give importance to English language as the girls were from English medium schools. They would be expected to speak, read and write reasonably good English when they enter the real world.

The first year of Shaktii programme went in introducing to them games and fun ways of increasing their vocabulary. They were constantly told that they were intelligent and were doing extremely well in the class.

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What is your take on the current education system?

Ms. Kalyani Basu

We had to tell them to believe in themselves. We invited motivational speakers and also experts in baking, art and craft and martial art teachers-all of them spoke to them in English.

Some mentors were of the opinion that the girls looked blank and had to be taught in Hindi. I stood my ground and constantly encouraged the mentors not to slip into any other language. It was a challenge to convince them. But it worked wonders! Girls were drowned in the ocean of English in which they learnt to swim.

Incentives were given when they won prizes in competitions such as spelling bee. They learnt English songs, solved crossword puzzles, played Pictionary .

These activities and continuous encouragement from mentors made sure that short stories were easy to write. Sample stories from the Internet were read out to them. It dawned on them that they could also write.

They had brilliant ideas. Since the story had to be three or four lines, it was less daunting and threatening. The magic did happen finally.

Do you feel formal schools are not doing enough these days?

Formal schools do a lot but they also over-burden the students with tasks like Aadhar card registrations, preparing for various events –like annual day, sports day and science exhibition due to which teaching periods are sacrificed. There is an over-dependence on tuition classes which try to fill the gaping gaps. In this chaotic situation where is the time to address the students’ problems in learning and personality development? Where is the time and who will address their interests and the tension that they go through. There are the tests and exams conducted by the Board that add to the students’ woes.

Shaktii

The current education system needs complete overhauling. It is sad and does not meet the requirements of a common student. It is meant for only self-motivated, bright students who are financially sound.

They are a small fraction of the over-populated student community. The system heavily depends on marks scored by the students rather than their understanding of the subject matter. The schools are unable to raise the learning standards of the students because quality teachers are not available.

Tuition centres have mushroomed in every nook and cranny of cities and towns. Only a few are of some standard. The less said about the rest the better.

We heard of your second innings and the book you have written during the period. Could you share your experience?

I was disillusioned with schools. I quit as many as ten schools. (Some of them I had to quit due to personal reasons). Most of the schools did not have students as focus. They either focused on pleasing some parents or pampering teachers or the management focused on itself. The students were pushed to the background though many made tall claims about how well they concentrate on the students’ welfare.

As a teacher or a coordinator or as a principal I always tried to bring focus on students. I thought enough freedom was not given to them. Their creative instincts were ignored and they were treated as a product of a factory without caring much for their personality traits or talent.

It was during my frustrating journey as principal of a school that I was detected with uterine cancer. I was forced to quit and come under the knife three times in a row. The second was a major one. I was bed ridden for 6 months of which initial 13 days were in the hospital ward. I thought it was foolish and ridiculous to waste time staring at the ceiling of the hospital and experience pain in every possible part of my body. I decided to dictate the lines of my book so that my husband who is also my friend, philosopher and guide could type them. That is how the book “What ails our schools?’ started taking shape. It took two full years before I launched it in August 13. My friend and artist did the illustrations for the book. The book was a compilation of episodes from my four decades of teaching career in India and abroad. While I have pointed out each and every negative aspects of the schools, teachers, management and all those associated with the schools not once did I go away from 28

What is your take on empowerment of consumers?

Like the students of schools, consumers in our country are oblivious of what challenges lay ahead of them.

I have been victim to many frauds-small and big and could not go to anyone for help. I have had to meet huge ďŹ nancial loss in a major case and the amount of stress that had caused me canâ&#x20AC;&#x2122;t be quantiďŹ ed.

the focus on students- the heart of every single institution. I highlighted issues that plague schools and also suggested solutions to solve them.

I recovered miraculously from the dreaded disease and I continue to implement my own suggestions of my book and am achieving considerable success.

This I am doing without earning a single rupee or a dollar.

Be a wise saver borrower and Investor

Consumers need to be empowered as most of the Indian customers are sitting ducks for major fraudulent vendors. There is no place to go to in case they are cheated. Often the Law cannot help them and in case they are able to help them, the process of getting justice is slow. Though there are places like consumer courts not many get their issues sorted. The conditions laid down by the organisations are very one-sided that the consumer ends up paying heavily most of the time and is thus exploited.

Empowering them and educating them will make them live life peacefully.

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MEMORIES

by Nidhi Dwivedi

Father Agnel School Noida, Sec-62 Class and section – 12 B

You sit up by the window Raindrops fall by You ebb the tears Let out a sigh All these memories Then flash by your eyes You cry when you smiled And smile while hearing the cries Heart chills as flows the winds Somewhere distant, a nightingale sings Elysian scenery, but a chaos inside Forgetting your memories, a deadly fight Now, you know, forever is limited And days together are listed Pushed someone out of life and mind But a place for him, these memories find Someone forgotten long ago Still sings in your memories though.

EVIL HAS CHANGED

by Nidhi Dwivedi

Father Agnel School Noida, Sec-62 Class and section – 12 B

Why obsessedwith whites For me, nights are always Comforting than daylights You say white is good Devil lying in a hood Black is new illumination White now, a face of devastation According to my lights Black is for those who fight Ceaselessly and recklessly For what’s truly right Evil has changed faces You’ll find them with no traces Of smirking black But covered with whitish robe No bounds, moving slack See angels with scars And monsters so happy and clean A friendly face with triumphus gleam White is acrid A smile so horrid Black is exceptional Something so sentimental Black; not just a colour but emotion Black; not just a drop but an ocean

t t n e l Ta e v i t c e p s r e P Talent has no meaning until one has a clear perspective in life. I see many talented people around but when it comes to perspective i.e. how do they want to use their talent in their carrier building, they are totally confused and directionless. This reminds me of Arjuna in Mahabharata who puts down his bow and arrow after seeing that the opponents are full of his own relatives. This proves that he never put a sincere thought that he had to fight the battle against his own brothers, gurus and relatives. This was more of emotional than rational thinking.

When it comes to bow and arrow no doubt that he was the most talented but unfortunately his perspective were not clear. Mahabharata would have been a big disaster if Krishna wouldn't have given the gyan of geeta i.e. karma.

Each one of us have at least one or two talents in us that the god has blessed us with, but most never realise and do not have a clear perspective in life so we follow trend i.e. ‘bhed chal’ blindly and do not listen to our inner voice resulting into mediocrity.

Talent VS Perspective

As we do not have guide so we keep up living our l i f e how others want very upsetting to watch.

Krishna with us to confused and end according to us to. This is

The idea of Milestone Learning and Support is to guide and enable each of you to fly in your own direction with perfection and write your own success story.

Birla Institute of Hospitality Management and Studies Knowledge Park, Greater Noida, Gautam Buddha Nagar, Utter Pradesh Mobile No.: 7065764376

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BJP’s Historic win

Prime Minister Narendra Modi won a second term in office following the general elections, the world’s largest democratic exercise ever. This makes him the first non-Congress prime minister in India to retain his power after full 5 years. As per Official data from the election commission about 67% of more than 900 mil eligible voters cast their votes in the elections which contributed to the historic win.

Mr. Om Birla the second term MP from Kota, Rajasthan, was unanimously elected Speaker of the 17th Lok Sabha. All the major political parties either moved a motion or seconded it to elect Mr. Birla for the post when he had been escorted to the Speaker’s chair.

India posts retaliatory tariffs

Mr. Om Birla Unanimously elected Speaker

After the United States refused to reduce the import rates on Indian steel and aluminium, India, in retaliation hiked tariffs on various US imports which include goods made of steel and aluminium. According to the Commerce Department the losses faced by Indian industry after the US tax on steel and aluminium will be recovered through the new tax.

However, as this magazine was going for printing, both PM Modi and President Trump have aired their concerns and have agreed to sort out trade disputes between India and US and hence a de-escalation is expected in this direction.

Brakes were applied to the growth of Auto industry as the sales have reportedly plunged by close to 21% in the month of May. Apparently this is the sharpest fall in the past 18 years and many auto manufacturers have closed their factories temporarily for two to three months in succession fearing a production glut in a dwindling demand scenario.

Automobile sales decline

Primary reasons for a dip in the sales are believed to be a susceptible purchaser demand. As we have seen that the government has been giving a big push to EVs, it remains to be seen whether the manufacturers have kept their decisions in the cold storage as regards production as per the original schedule.

Quater Past

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In a big thrust to ‘freedom for press’ the Supreme Court upheld the democratic by ordering the release of Prashant Kanojia, the journalist who had been arrested for his online comments on the U.P. chief minister Yogi Adityanath. This is a small example which shows that citizens as a customer of the Country cannot be denied their rights.

ESI rates reduced for the first time in 22 years

Supreme Court Asks to free Journalist to Yogi Adityanath

The rate of contribution for employees as well as for the employees under the ESI Act will be reduced from 6.5% to 4% (employers’ contribution being reduced from 4.75% to 3.25% and employees’ contribution being reduced from 1.75% to 0.75%). The reduced rates will be effective from 1 July, 2019 and are estimated to aid around 4 crore employees and 13 lakh employers. It is also expected to bring a considerable relief to workers and encourage more workers to get enrolled under the ESI scheme and convert the informal sector into the formal sector. This is also expected to improve the compliance of law as this significantly reduces the financial burden on the employees perspective.

In what could be against and deterrent to India’s Data Protection Bill which has enforced the foreign companies to store data locally, US has communicated to India that it is considering cap on H-1B work visas for nations that force enforce data localisation . This has further widened the two countries' row over tariffs and trade. The decision of data localisation couple of quarters ago by India forcing the foreign companies like Master Card, Google etc has not gone well with these companies and their government which has prompted them to deeply curtail the number of H-1B Visas they issue to the Indians on an yearly basis.

US mulls caps on H-1B visas for Indians to deter data rules

US’s plan on this restriction, comes days ahead of U.S. Secretary of State Mike Pompeo's visit to New Delhi.

As the trade tensions between India and US have reached a tug of a war kind of scenario, both hurled sanctions against each other flexing their muscles. However, it is evident that the reduction of H-1B Visas for Indians would adversely affect the US based tech companies too as much as having definite setback for India and Indian companies who conduct business in US. At the time of this edition going for publication, the RBI has given a 24 hour notice to the all the companies which have moved data to out of IIndia to bring it back to the country in accordance with its earlier timelines given. In line with the above decision, the government has decided to build a centre for hosting the Data originating out of India pertaining to all the transactions of all the companies of any kind of transactions.

Electric Vehicles of all types likely to get waiver of Registration

The road transport and highways ministry has issued a draft notification proposing to exempt all categories of electric vehicles from registration charges to promote electric mobility. The ministry has also sought and invited the comments of the public on this subject to promote electric mobility.

At the Financial Action Task force meeting in Orlando USA on 20th of June, India pushed for Blacklisting of Pakistan. The meeting which had started on 16th was to continue till the 21st of June and among other several issues had on its agenda as to whether keep Pakistan on the ‘Greylist’ or to downgrade it to Blacklist.

Quater Past

India seeks Blacklisting of Pakistan at Orlando FATF meet

India has been pressing for downgrading Pakistan to Black at the FATF meet as Pakistan has not acted against the Mumbai attacks master mind Hafiz Saeed. At the time when this edition was going to press, the FATF has placed Pakistan under Greylist and gave it time till September to make good in terms of brining the Mumbai attack terrorists to book and other acts of terror funding.

2019 Cannes Lions International Festival of Creativity

The digital ad agency Dentsu Webchutney won India 2 bronze lions at the 2019 Cannes Lions International Festival of Creativity. Their work on the ‘Haggle bot’ and ‘Voice of Hunger’ on Flipkart and Swiggy respectively won over the judges in various categories. FCB Ulka, another Indian Agency won, also took home a bronze lion. The work of Indian agencies has been positive so far as they have helped India bag metals which have been tough to crack. But, a gold Lion still eludes the Indian Market. Customer Awaaz extends a hearty congratulations.

After Maruti Suzuki, now Renault has announced that they would stop the sale of diesel cars in India from April 2020 with the implementation of Bharat Stage (BS) VI emission norms. The depleting levels of Diesel are a matter of concern and E-vehicles are the future. Thierry Bollore, the

Use Diesel Wisely!

global CEO of Renault, said that they’re likely to get into EV manufacturing by 2020 locally in India and are open for tie-ups for the same with local organizations.

Ban lifted on India

IOC officially relieved India of all the prohibitions to host and award international sports events. This comes after the Indian government provided a written assurance that all the contestants who qualify for the sports event will be granted entry into the country. The body also thanked the Indian government and the IOA for its co-operation in resolving the issue

The Competition Commission of India (CCI) has asked the smartphone companies for the details of their agreement with the Google as the investigation moves further into the allegations of Android misusing its dominance in the market. The investigation also includes the CCI looking into the terms and condition of agreements with Google, if a royalty fee is being imposed on smartphone makers for using Android OS and if rival app stores can downloaded from the Google App Store.

Healthcare’ removed from Consumer protection Bill

CCI Investigating Cos Agreement with Google

The revised Consumer protection Bill draft has been excluded ‘Health Care’ from its list in response to the medical guild’s uneasiness of misuse of the law against them. “The change will not prevent aggrieved persons from approaching consumer fora for medical negligence or deficiency in health services and that the decision was in keeping with the concerns expressed by doctors and medical associations.” An official friom the department has said.

In 1995 the Supreme Court gave a judgment which states that any medical

service for which payment is charged falls under the purview of the Consumer Protection Act. While such being the case it is very surprising as to why the Health care services have been excluded from the Draft consumer bill as this can lead to a confusion amongst the common customers on the street.

Quater Past

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To increase the scope of consumer grievances and complaints that can be filed, the RBII has further expanded the scope of Ombudsman. In such a latest move the Apex bank has revised the Ombudsman scope where in the consumers can raise a complaint with the Ombudsman if their complaint if their complaint is not resolved by their bank within 30 days.

However such complaint should be raised with the Ombudsman within 1 year of having raised the grievance with their bank.

Ombudsman Scheme extended to non-deposit taking NBFCs:

Also In a big boost to the consumers of the NBFCs, (for lending) the RBI has brought all the non-deposit taking NBFCs under the Obudsman scheme, which was earlier applicable to only the deposit taking NBFs. It also states the rules for the redressal processes for the customer complaints. “All Non-Deposit Taking Non-Banking Financial Companies having customer interface, with assets size of Rupees 100 crore or above will come within the ambit, and shall comply with the provisions of the Ombudsman Scheme for Non-Banking Financial Companies,” RBI said in a circular. There are however some NBFC groups which have not been included, such as Core Investment Company, NBFC under liquidation and Infrastructure Finance Companies.

Cover Story Continued From Page 13

Stage-5.

While these are a plethora of measures and many more which are practised by organisations all these can’t assure the results that these organisations want in terms of their customer retention. In order to temper this various practices to what customers really opine practically, we, CustomerAwaaz have initiated a survey of various customers which will be continued over our next two issues and their direct inputs published in our one of our forth coming editions.

Engage the customers: Some organisations take this to a higher level; they engage with the customers intensely. They form their customer clubs, form associations, make their customer belong, create some important positions or moments for their customers to increase their engagement with them.

We invite you our readers to participate in this survey and send us your valuable inputs from the perspective of you being the customers. You will find the survey form enclosed in page no. xx and needless to say, you will be the proud winner of a reward if we receive the survey form duly filled.

Stage-4.

Know and understand your customers well: Not regulatory KYC but their tastes, likes and dislikes.

While some organisations do it out of service orientations, other organisations grasp this technique intelligently and farm the information for generating stickiness-aka loyalty.

While this might be a very common practice in B2B scenario some organisations have reaped huge dividends in associating with their customers in both stage 3 and 4. Dr. Nidhi Phutela has written extensively in her article “Engage the customer” in our last edition “Vol3-Issue-4.

We found that in this stage to a large extent the customer loyalty sticks unless until there is a major mishap in terms of customer handling or if there is a technological obsolescence which makes the organisation lose its cutting edge offerings or if a new industry/organisation sweeps the industry off its feet with a new set of service/commercial offerings. Case in point of Reliance Jio becoming the second largest telecom operator within a very short span of time.

As we move ahead with this exercise of understanding the customer psychology better, we look forward to your active participation and to your valuable inputs.

Wishes You A Happy Season of Festivals Eid al-Adha 12 August, 2019

4 July, 2019

15 August, 2018

Independence Day 15 August, 2019

Janmashtami 24, August 2019

11 September, 2019 10 September, 2019

2 September, 2019

Dear Readers, All of us want to be rich and wealthy, and those of us who are already rich, do want to multiply our wealth many times more. We have already had Wealth Direct educate us on the effect of the effect of inďŹ&#x201A;ation on money in one of our earlier editions. That Luxury home, villa, that much dreamt of lifestyle are some of the many things that most of us have yearned for while wanting to grow our money.

It is an established fact that equity markets are one of the fastest vehicles to grow our money, though they come with the associated risks. It is not that ever one who has chosen equity markets has hit pay dirt.

However on most occasions, it is not the fault of the markets that some of us lose our money but may be because of the wrong advice we must have received or the wrong action that must have been taken by us.

While the common sense approach to partake in any trading is to buy at a lower value and sell at a higher value, no one can decide as to which is the lowest value or sometimes are left confused as to whether the stocks under consideration have a fair degree of run left in them. Hence it is very important to take advice from a reputed and seasoned market consultant while we invest because the probability of achieving our goals are much more when we go through a systematic and well researched approach.

Stock Recommendations

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CUSTOMERAWAAZ by definition is the voice of the customers and one of the biggest demands of the customers is that they should increase their money manifold. Hence we are pleased to bring to you, our readers with some well researched reports from SMC who are among the undisputed leaders in equity research and wealth creation. While this has been initiated with a good intent to advise and assist all of you to invest your money wisely and to grow the same the recommendations given here with are purely by the equity research team of SMC. Further the recommendations given here are broadly generic and while are useful in growing your investments, it is always advisable to consult your financial planner and diversify your investments with a view to de risk the same and to achieve the same.

While we are proud to bring this to you our readers, CustomerAwaaz or its parent or associated entities do not partake any responsibility for the accuracy of the same. Without saying it goes that the same is applicable from SMC’s side too as the advice is issued with an intent to help you grow your money, and it is well known that there are no guarantees here.

We leave you with the oft repeated advice about investing in stock markets that that one should invest only that money which is available as a surplus, we wish you a very happy and yet safe investing.

Investment Ideas

FEDERAL BANK LIMITED Target: 135 The total business of the Bank grew by 20.28% Y-o-Y from Rs. 2,05,165.09 Cr as on 31st March 2018 to Rs. 2,46,783.61 Cr as on 31st March 2019. Gross Advances at Rs. 1,11,829.27 Cr as on 31st March 2019 from Rs. 93,172.60 Cr as on 31st March 2018 registered a growth of 20.02%. Retail advances grew by 24.79% to reach Rs. 31,741.96 Cr as on 31st March 2019 from Rs. 25,437.00 Cr as on 31st March 2018. Deposits recorded a growth of 20.50% to reach Rs. 1,34,954.34 Cr as on 31st March 2019 from Rs. 1,11,992.49 Cr as on 31st March 2018. The low cost CASA segment grew by 16.47% to reach Rs. 43,387.67Cr as on 31st March 2019. The NRE deposits of the bank posted a growth of 17.66% during the year to reach Rs. 50,109.16 Cr as on 31st March 2019 from Rs. 42,586.31 Cr as on 31st March 2018.

Stock Recommendations

Annual Net Interest Income increased from Rs. 3,582.81 Cr to Rs. 4,176.35 Cr registering a growth of 16.57% as on 31st March 2019 while the quarterly Net Interest Income increased to Rs. 1,096.53 Cr from Rs. 933.22 Cr as on 31st March 2019. Net Interest Margin stood at 3.14% for FY19 while the quarterly Net Interest Margin stood at 3.17%.

The Gross NPA of the Bank as on 31st March 2019 stood at Rs. 3,260.68 Cr. Gross NPA as a percentage to Gross Advances is2.92%. The Net NPA stood at Rs. 1,626.20 Cr and this as a percentage to Net Advances is 1.48%. The Provision Coverage Ratio (including technical write-offs) stood at 67.16% as on 31st March 2019. The Capital Adequacy Ratio (CRAR) of the Bank, computed as per Basel III guidelines, stood at 14.14% as on 31st March 2019. The Net Worth of the Bank is at Rs. 13273.04 Cr as on 31st March 2019. The Bank has 1251 branches, 1669 ATMs and 269 Cash Machines as on 31st March 2019.

The bank of the business grew strongly and management of the bank has focused on retail banking which would continue to give strong, balanced credit growth and improvement in asset quality. The bank has empanelled in 15 states and is catering 200 government entities. New partnerships in General Insurance with Tata AIG and HDFC Ergo to augment fee income and also has opened new Call Centre for Cross Selling products like Credit Card, Insurance and to extend exclusive support to Ultra HNI and Non Resident Customers would help to increase other income. Thus, it is expected that the stock will see a price target of Rs.135 in 8 to 10 months time frame on a P/Bvx 1.85 and FY20E (BVPS) of Rs.73.10.

KEC INTERNATIONAL LIMITED Target: 359 KEC International is a global infrastructure engineering, procurement and construction (EPC) major. It has presence in the verticals of power transmission and distribution, railways, civil, solar, smart infra, and cables. Globally, the company has empowered infrastructure development in more than 63 countries.

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The company has robust and well diversified order book and its management is confident of 15-20% growth in revenue for FY2020. The company expects its Railway business revenue to register a growth of 20-25% for FY20 and that of T&D as a whole is expected to register a growth of 15% for FY20.

Moreover, it expects revenue of civil business to double from FY19 revenue of Rs 500 crore.

It has registered 5% growth in consolidated sales for the quarter ended March 2019 to Rs 3841.17 crore.

Facilitated by, higher sales and 30 bps expansion in operating profit margin to 10.4%, the growth at operating profit was up 8% to Rs 399.04 crore and management of the company expect to maintain it at that level for FY20 as well.

Its debt has come down by Rs 1200 crore in Q4FY19 and the management expects more reduction of debt in coming years. The company expects interest cost (as proportion to sales) to come down to 2.5% as a percentage of revenue for FY20 down from 2.8% in FY19.

The Railway business continues to be on a high growth trajectory on the back of consistent order inflows. The company expects its order intake/booking to be about Rs 17000-18000 crore in FY20.

T&D growth will be largely driven by international in FY20 with execution of orders from SAARC/Bangladesh, Brazil and Arica start picking up during the fiscal. Management expects Brazil would give 35-40% order growth in FY20 and tenders already start coming from Saudi Arabia, West Africa and East Aisa.

The company is continuously performing well and delivering in all the three parameters of revenue, profitability and order intake. The management of the company expects international business to pick up with large order inflow from Jordan, Saudi, Far East (Indonesia, Thailand), etc. and international T&D, sub-stations and civil infra will be key drivers for FY20.

Moreover, the company has maintained its annual guidance of 20% growth for FY20 revenue. We expect the stock to see a price target of Rs.359 in 8-10 month time frame on a one year average P/E of 15.78x and FY20 (E) Earnings Per Share of Rs.22.77.

Stock Recommendations

BHARAT ELECTRONICS LIMITED Target:155 Bharat Electronics Limited (BEL) is engaged in design, manufacture and supply of electronics products/systems for the defense requirements, as well as for nondefense markets. The company's principal products/services include weapon systems, radar and fire control systems, and communication.

BEL reported order inflow of Rs. 6929 Crores mainly from ‘smart city’ and homeland security systems. It currently has an order book of Rs. 51800 Crores which provides strong revenue visibility for next some years. The management has guided for revenue growth at 13-15% for FY20E and at a similar level for FY21E. BEL is setting up utility scale solar power plants for captive consumption in the estates of ordinance factories at 17 locations across eight states for total capacity of 150 MW. Q4 FY19 witnessed continued order booking in projects like Integrated Air Command and Control System (IACCS), weapon locating radar, electronic warfare systems and communication equipment. To increase contribution from this segment, BEL has already set up an office in Vietnam and is planning offices in Sri Lanka and Myanmar. The export order book as at end Q4 FY19 was at Rs. 816 Crores.

Q4 FY19 revenue was up 7.7% YoY at Rs 3884.64 Crores. EBITDA margin expanded 185 bps YoY to 23.9% led by 485 bps YoY expansion in gross margin.

Other income was up 362% YoY at Rs Rs. 128.79 Crores. Net profit grew by 9% to Rs 642.26 Crores.

EVM/VVPAT, IACCS, WLR, Tropo upgrade, Land based EW, Schilka upgrade were the key orders executed in FY19. The management has clear focus on recoverability of receivables which has led to efficient working capital management. Strong execution in FY20E-21E coupled with steady capex of 600-650 crore in the next two to three years will help avert any debt on the books of BEL. BEL is well positioned to benefit from the rising defense expenditure, supported by strong

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manufacturing base and execution track record, relationship with defense and government agencies, strategic collaboration with foreign technology partners for new product development, in-house R&D capabilities and increased focus on exports to friendly countries. We expect the stock to see a price target of Rs 155 in 8-10 months time frame on a two year average PEx of 20.94 times and FY20E earnings per share of Rs. 7.41.

ITC LIMITED Target:354 ITC is one of India's foremost multi-business enterprises. It has robust portfolio of traditional and greenfield businesses encompassing Fast Moving Consumer Goods (FMCG), Hotels, Paperboards & Specialty Papers, Packaging, Agri-Business, and Information Technology. The Company’s ability to leverage internal synergies residing across its diverse businesses lends a unique source of competitive advantage to its products and services.

Some of its popular brands include Aashirvaad, Sunfeast, Mom's Magic, Bingo, Yippee!, Fiama & Vivel. Cigarettes business, which contributes ~45 percent to the total revenue, has registered a 10% increase at Rs 5,073 crore with its reported EBIT margin at 70.1% in Q3 FY19.

restructured the vertical by re-crafting the coreportfolio and has recently sold off its lifestyle fashion brand- John Players to RIL for ~150 crores, which was a loss making vertical.

The Company’s Hotel business is doing extremely well. The business recorded a healthy growth in Segment Revenue driven by improvement in ARR. Operations at the recently commissioned hotels - ITC Kohenur (commissioned in Q1 FY19) and ITC Grand Goa, Resort & Spa (commissioned in Q3 FY19) - were scaled up, receiving excellent reviews from discerning guests and raising the bar of service excel.

Revenue grew by at a healthy pace of 12% over the YoY & EBIT also saw strong growth.

Q3 FY19 was steady with Gross Revenue standing at Rs. 11,227.7 crores, representing a growth of 15% YoY driven mainly by FMCG, Agribusiness and Hotels.

PBDIT stood at Rs. 4,326 Crores and Profit After Tax at Rs. 3,209 Crores.

The company has posted robust and encouraging growth numbers from its core segments & the Cigarette segment has delivered second consecutive quarter of volume growth. Other business, especially paperboards & packaging continue to support the margins & profitability due to which the synchronized growth momentum is expected to continue. India remains the fastest growing major economy in the world. The pace of consumption will show up in numbers to come. Thus it is expected that the stock will see a price target of Rs. 354 in 8 to 10 months time frame on FY20E EPS of 11.3 and a 5 year average P/Ex of 31.32.

It has recently increased price of Bristol by 6.7% while Flake Excel's rate has been raised by 11% and Capstan price was increased by 14.5%. Cigarette margins have been slightly lower on account of incremental costs related to new warnings on cigarette packs from Q2 FY19.

LIC HOUSING FINANCE LIMITED Target: 560

FMCG business also posted modest growth owing to positive traction in branded food business, growing at the rate of 11% % YoY. Paper and Paperboard business net sales grew 20% to Rs. 1,542 Crores owing to strong demand and capacity enhancement in Value Added Paperboard and Décor segment.

Capacity utilization has been scaled up at the bleached chemical thermo mechanical pulp mill. In its lifestyle retailing business, the company has

LIC Housing Finance Ltd is one of the largest housing finance companies in India having one of the widest networks of offices across the country and representative offices at Dubai & Kuwait. In addition, the Company also distributes its products through branches of its subsidiary LICHFL Financial Services Ltd. The company was selective in disbursements in the current atmosphere. Total disbursement during the December quarter Rs. 12778 crs as against Rs.

Stock Recommendations

44

12293 crs for the same period in previous year. During the quarter, disbursements in the individual home loan category was Rs. 9170 crore as compared to Rs 8935 crore. The disbursements in developer loan segment was Rs 1238 crore as against Rs 970 crore for Q3 FY18, a growth of 28%.

Demand continued to remain strong across India.

Central, Western and Eastern geography did well.

Within Metros, Mumbai, Pune, Hyderabad did well and there was a pick up seen in NCR region. Net interest income (NII) was Rs 1042 crores, as against Rs 737 cr for the same period last year. Net Interest Margins (NIM) for the Q3 FY19 stood at 2.33% as against 2.35% for Q2 FY19.

Net Non-performing asset (NPA) stood at 0.85% as on December 31, 2018 as against 0.49 % as on December 31, 2017. Total provision including general provision on standard loans is Rs 1491 crores as on December 31, 2018 against Gross NPAs of Rs 2290 crores on the same date.

The Individual loan portfolio stood at Rs 170334 cr as against Rs 149986 cr, a growth of 14%. Developer loan portfolio stood at Rs 11365 cr as on December 31, 2018 as against Rs 6189 cr as on December 31, 2017, a growth of 84%. Total outstanding portfolio grew at 16% from Rs. 156176 cr to Rs. 181698 cr.

The Company has registered improvements on both margins and asset quality; the management of the company is confident of further improvements on all operational areas in coming years. Given the positive push by the government, housing finance is being perceived as the most lucrative sector in the current times, which is elevating the competition within the sector. The company looks forward to maintain this growth journey with a focus on healthy asset quality, cost improvement and better market presence across India. Thus, it is expected that the stock will see a price target of Rs. 560 in 8 to 10 months’ time frame on an expected P/Bvx 1.60 and FY20 (BVPS) of Rs.349.69.

GRASIM INDUSTRIES LIMITED Target: 1065

Stock Recommendations

Grasim Industries is a flagship company of the Aditya Birla Group. Today, it is a leading global player in VSF (viscose staple fibre) and the largest Chlor-Alkali player in India. It is the ultimate holding company of Ultratech Cement and Aditya Birla Capital. The company has recently acquired Soktas India at an enterprise value of Rs. 165 crore, which will further strengthen its presence in the premium fabric market. Also, it has inked pact to aquire chlor-alkali business of KPR Industries for a cash consideration of Rs. 253 crore, which is expected to act as an excellent sourcing point for leading aluminium players.

In its Viscose business, it recently launched eco enhanced VSF variant ‘Livaeco’ riding on the tremendous success of its brand Liva. On the back of such new product innovations, viscose business has been registering a double digit growth in the last few years. The business delivered highest ever production in Q3 FY19 at 141 KT, an increase of 11% and the sales volume at 134 KT. Caustic soda production and sales were up 9% and 10% respectively to 250 KT each in Q3 FY19 as the demand remained buoyant. The net revenue for the quarter rose by 19% YoY to Rs.1,559 crore and EBITDA by 23% YoY to Rs. 441 crore driven by better realisation and higher sales volume. The company is in the process of implementing the proposed capacity expansion plan from 1,140 KTPA to 1,310 KTPA at multiple locations.

In Q3 FY19, its revenue swelled to Rs. 18,419 crore, up 22% YoY, while EBITDA jumped 11% to Rs.2,958 crore.

It has a total capex plan of approximately Rs. 7,627 crore for raising capacities in both the VSF and Chemical businesses. Its subsidiary, Ultratech reported 108% jump in its Q4FY19 net profit at Rs 1,017.5 crore on the back of better operating performance. It’s revenues were up 18 % at Rs 10,500 crore.

Company’s chemical business is witnessing a healthy growth with the completion of its recent capacity expansion. Also, cement demand is witnessing an upward movement with higher spends on infrastructure and the government sponsored housing programme. With recent acquisitions by its subsidiaries and positive economic outlook, it is very well placed to participate in the growth of the economy. We expect the stock to see a price target of Rs. 1065 in 8 to 10 months time frame on the current P/Bx of 1.06 times and FY20E BVPS of 1005.

45

ASTRO PREDICTIONS 1st April 2019 to 30th June 2019

Mr. Bhavani Sanker Ivaturi

Almost all of us wistfully browse through the weekly star forecast etc in our favourite Sunday magazine and try to find predictions around our areas of interest such as finance, real estate, career, Love, marriage etc. Some of us believe and most of us don’t but still that ring/s with a precious/semi-precious stone still adorns our finger/s and we like making a social statement that fdlh us ikik ls dg fn;k rks igu jgk gw¡A A Customerawaaz is pleased to present to you some of the most accurate predictions that will be pertaining to you and will be specific to your horoscope through our renowned Astrologer Mr. Bhavani Sanker Ivaturi.

es"k jk'kh% u{k= & ¼v'ofu

Hkj.kh leLr pj.k] ,oa —fÙkd dk çFke pj.k½

Astro Pr edictions

During this quarter Sun will be favourable from September 18th, Mars is unfavourable and Mercury will be favourable in July and Septembertember. Jupiter in the 8th is unfavourable, Saturn in the 9th is neutral. This indicates a good financial period. Friends will be very helpful. July and Septembertember will be more favourable. Journeys should be undertaken cautiously. Anxiety due to health is indicated in the month of Septembertember. Employees will be favoured by superiors. Students will have success .Businessmen will get usual success. Politicians will not be much successful.

46

o`"kHk jk'kh% u{k= & ¼—fÙkd

f}rh;] r`rh; prqFkZ pj.k] jksfg.khleLr pj.k ,oa e`xf'kjdk çFke ,oa f}rh; pj.k½

Sun will be favourable from July 17th to August 18th .Mars will be favourable in July. Mercury will be favourable from August 9th to September 30th.

Jupiter will be very favourable and Venus will be favourable throughout. Saturn will be unfavourable.

During this quarter, auspicious events will occur.

There will be union of relatives and many journeys may be undertaken. Unmarried may get settled.

Wives wanting to become mothers will hear good new. Some will see rise in status. Students will shine. Businessmen will see increased returns.

Politicians will mingle with the public

feFkqu jk'kh% u{k= & ¼e`xkflj r`rh;] prqFkZ pj.k] vknZz leLr pj.k ,oa iquoZlq çFke f}rh;] r`rh; pj.k½ Sun will be favourable August 18th to September 18th.Mars will be favourable from August 9th to September end. Mercury will be favourable in July and August. Jupiter is unfavourable and Saturn in the 7th is neutral. Venus will be favourable in July. A mixture of good and bad events is indicated in this quarter. Caution is advised while dealing with relatives as some of them may become unfriendly.

Journeys should be avoided during this period. Loss due to deceit is indicated. In July, money matters will be favourable. Students will get normal success.

Employees should be cautious while taking decisions as they have adverse effects. Businessmen will face issues regarding money matters.

ddZ jk'kh% u{k= & ¼iquoZlq

çFke pj.k] iq";fe ,oa vk'ys"k leLr pj.k½

Jupiter in the 5th and Saturn in the 6th are very favourable. Sun is unfavourable. Mars in the 1st and 2nd is unfavourable. Mercury and Venus are favourable in August and September. During this quarter, minor misunderstandings with spouse and ill-health are indicated. Success in property matters As t ro Pr edictions

is also indicated. Authority increases. Those who have loans will get relief. Employees may get a rise, students will get recognition. Businessmen will get opportunities to expand their businesses. Politicians will be highly successful .Cine people will get new opportunities.

flag jk'kh% u{k= & ¼e[k ,oa iwoZ QYxq.k leLr pj.k mÙkjQYxq.k çFke pj.k½ Saturn in the 5th is neutral and Jupiter in the 4th is unhelpful. Sun will be favourable only up to July 17th. Mars is unfavourable throughout. Mercury is favourable in July and August. Venus will be favourable throughout. During this quarter, residence will be of concern. Comforts will be less, be cautious against animals. Mental restlessness is indicated. Do not indulge in speculation. Health of spouse will cause anxiety. Money matters will be favourable. Employees should be cautious with bosses. Students will not have concentration on studies. Politicians will be criticised by the public.

dU;k jk'kh% u{k= & ¼mÙkj QkYxq.k f}rh; r`rh;] prqFkZ] gLr leLr pj.k ,oa fp= çFke] f}rh;½ During this quarter Jupiter and Saturn are unfavourable. Sun will be favourable up to July 17th.

Mars will be favourable In July. Mercury will be favourable in July and August. Venus will be favourable from July 24th to August 17th. During this quarter money matters will be favourable. Health will be good. It is advised not give up your job during this period. Be wary while taking important decisions as some of them may have adverse effects. Ill-health of spouse or relatives is indicated.

Employees should be cautious in dealing with superiors. Students will have to strive hard.

rqyk jk'kh% u{k= & ¼fp= r`rh;] prqFkZ] Lokfr leLr pj.k ,oa fo'kk[k çFke f}rh; ,oa r`rh;½ Saturn and Jupiter are highly favourable. Sun will be favourable from August 18th to September 18th.Mars will be favourable from August 9th to 47

September end. Venus will be favourable throughout.

This is a happy period. Employees will be benefitted.

Unemployed will get job. Students will get success easily. Unmarried will get settled. Servants will be favourable. There is an indication that income may rises. Property matters will be favourable. Domestic life will be happy. Your speech carries weight.

Politicians will become more popular .Those who are cine field will be felicitated.

o`f'pd jk'kh% u{k= & ¼fo'kk[k prqFkZ] vuqjk/kk ,oa T;s"B leLr pj.k½ Saturn and Jupiter both are unhelpful. Sun will be favourable from August 18th to September 17th only.

Mars is unfavourable. Mercury will be favourable from August 26th to end of September. Venus will be favourable from July 24th to August 17th.and again from September 10th. Money matters will be favourable in August and September. Unhealthy habits must be kept in check. Unexpected expenditure is foreseen. Misunderstandings with near relatives are possible. Obstacles for success will be more. Recite Hanuman chalisa every day. Students should focus more in their weak areas.

/kuq"k jk'kh% u{k= & ¼ewy ,oa iwokZ"kk<+ leLr pj.k ,oa mÙkjk"kk<+ çFke pj.k½ Jupiter and Saturn are unfavourable. Sun will be favourable from September 18th. Mars is unfavourable. Mercury will be favourable from September 11th. Venus will be favourable from August 17th to September 10th. During this quarter there will be fear of change of place to unexpected place. Misunderstandings with relatives and ill-health of relatives are indicated. A lot negative energy will be surrounding the person. Employees should be cautious against decisions that may have adverse effects. Students will get success after hard work. Businessmen will face a lot of competition.

People of this rasi should recite Shani stotra and should get Rudrabhisheka performed.

As t ro Pr edictions

edj jk'kh% u{k= & ¼mÙkjk"kk<+ }hrh; r`rh; prqFkZ] Jko.k leLr pj.k ,oa /kfu"V çFke] f}rh; pj.k½ Jupiter in the 11th will be helpful, Saturn in the 12th is unfavourable. Sun and Mars are unfavourable.

Mercury is unfavourable and Venus will be favourable from August 17th to September end. During this quarter journeys should be taken on good days only.

Ill-health of stomach or heat is indicated. Relatives may become unfriendly. High expenditure and travel is indicated. Those who are seeking marriage will get delayed. Friends will be helpful. Recite Hanuman chalisa every day. Students will have to strive hard.

dqEHk jk'kh% u{k= & ¼/kfu"V r`rh; prqFkZ] 'krfHk"k leLr piwoZHkkæ çFke] f}rh; r`rh;½ Saturn is favourable in the 11th. Jupiter is neutral.

Sun will be favourable from July 17th to August 17th.Mars is favourable in July and August. Mercury will be favourable in July. Venus will be unfavourable.

During this quarter income will rise, success will be more, but be cautious in health matters. Life seems to be in a disturbed state. Property matters will be difficult. There will be futile travelling. Employees will get hike in income. Students will progress.

Businessmen will expand their sphere.

ehu jk'kh% u{k= & ¼iwoZHkkæ prqFkZ mÙkjHkkæ leLr pj.k ,oa jsofr leLr½ Saturn in the 10th is neutral Jupiter is favourable.

Sun will be favourable from August 17th to September 17th..Mars will be favourable from August 9th to September end. Mercury will be unfavourable .Venus will be favourable July 24th to August 17th.

During this quarter change in career for a better job is possible. Unmarried will get settled. Some will visit holy places. Income rises, desires will fulfil.

Employees will get promotion. Students will shine well in studies. You will involve in auspicious events.

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