operations and culture in startups
TRANSCRIPT
Introduction to the Company
Google Hangout withPradeep YadavVP, Operations, Grofers
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Agenda for the session
People
Process
Planning
1
2
3
Technology4
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People
Team BuildingKey Factors in Hiring • Problem Solving
• Adaptability
• Ownership
• Accountability
• Fast Learner
• In Initial days
o Don’t hire too fast
o Hire youngsters with 3-5 yr work experience
o Fire fast if unfit
• Provide clarity to employees
• Encourage cross-team collaboration
• Don’t build functional hierarchy at early stage
• Remove egoistic individuals
• Encourage employees to challenge status-quo
• Inculcate culture of solving own problems
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Agenda for the session
Process
People
Planning
1
2
3
Technology4
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Process
Thumb Rules• Simplify, simplify and simplify!
• Keep complexity with your developers
• Can you explain your process to HR or customer support executive in 5 min? If yes, you are on right track
• Learn from best companies who have disrupted their industries
• Don’t create bureaucracy, bring clarity in execution
• Continuously evaluate your process and framework
• If there are gaps in your process, fill them. Don’t rely on ad-hoc strategies for execution
• Only outsource, when your process is robust and mature
• Build an operating framework for employee – manager interaction
Thumb Rules
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Agenda for the session
Planning
People
Process
1
2
3
Technology4
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Planning
Thumb Rules• Plan for: Cost, Service Level, Growth
• Plan focus on visibility and accountability
• Keep a simple plan at early stage which can evolve in complexity
• Plan for both Top-down and Bottom-up
o Top-down = Objectives and Targets
o Bottom-up = Execution
• Set up separate planning teams
o Early Stages = Operations team for accountability
o Mature Stage = Team for co-ordination, data and framework development
• Gather as much data as possible! Its useful in scaling up
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Agenda for the session
Technology
People
Process
Planning
1
2
3
4
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Technology
Thumb Rules• Overinvest in technology
o More leverageo Sustainable differentiation
• Automate o Communicationo Non-value added worko Operation
Helps in scaling up Keeps costs down
• Invest in providing superior customer experienceo Information on trackingo Information on interaction
• Invest on data platforms. Collect data at every step
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Ask your queriesOpen Q & A
What’s your venture’s CSF & KPI?