Sunday, December 29, 2013

Maidgate, Vienna Convention and a search for a balanced view

This post was written a few weeks back just when the “diplomat incident” was hogging all media time and headlines. I did not post it then but am doing so now. However  some of the facts may be somewhat incorrect since recent developments have not been taken into account.

The news have been mostly around the diplomat incident for the last few days and till date I don’t see very few balanced opinions on this subject. I personally feel a sense of outrage and think that this cannot be taken lying down. I do hope that this issue does not die down with any conclusion like so many of the recent issues. (ed: it has died down since I wrote this post)

Being curious of other points of view I did read a couple of non Indian journals and see a very wide gulf in our view of this whole incident versus that of Non Indians.

To make this very simple we need to acknowledge the fact that there are 4 different issues here

1)   The alleged crime committed by the diplomat

Now the facts are not very clear so it is difficult to form an opinion. It seems that the diplomats maid has made a complaint based on which the arrest was made. There is no evidence to suggest that the diplomat was questioned or asked her opinion or what evidence was examined to arrive at the conclusion of a crime. There could be 2 crimes here, one of paying less than minimum wages and one of “lying” to a USA federal agent.  Further discussion on this subject is not very productive without any of the facts and some knowledge of USA law. The  line of argument that “everyone does it” is not a defense. However  the facts around granting a visa to the maid and her family and the hurry and timing  with which they flew out of India is something without precedent.  It is a complete mockery of Indian law and I wonder what Americans would feel if India spirited out an American Citizen against whom there was a criminal case pending.

2)   The manner of her arrest and subsequent treatment

This is a difficult one. I briefly glanced through the Vienna Convention and am convinced that there has been a gross violation

Article 41 is quite clear on this:


1. Consular officers shall not be liable toarrest or detention pending

trial, exceptin the caseof a grave crime and pursuant toa decision by the competent judicial


2. Except inthe case specified in paragraph 1ofthis Article, consular officers shall not be

committed toprison orliable to any other form ofrestriction on theirpersonal freedomsave in

execution of a judicial decision offinal effect.

As a layman, this seems quite unambigious and should be the focus of all further discussion. This is really the crux of the issue and deviating from this dilutes the crux. Unfortunately a lot of discussion is going on about the diplomats background, her connections. All this might be true but still does not justify her arrest.  As has been pointed out by many people, this is not an attack on Devyani but an attack on India.

3)   Indian Media Response

The Indian media have provided  a stellar service in ensuring that the news get maximum exposure.  Much  of the reporting since  is quite inaccurate and portrays wrong perception.  In general the quality of journalism has been on a rapid decline which is a result of a battle to capture viewers. More of this on a later post. The interesting comments are from  western columns. They feel that India is over reacting on this. One reason of course is the dilution of discussion on the core issue as pointed out above. Indians certainly have an issue in expecting VIP treatment for celebrities and “VIPs”. The word VIP is a very Asian concept.  One thing I found interesting in discussions with some Americans on some new channel was the fact that they did not seem to be aware of international law or felt it was subservient to American law. I am not making any editorial comment on this for now.

4)   Indian Government response

For once, the Indian government has done absolutely the right thing. The opposition has strangely behaved in a responsible way by uniting with the government on this front. Reciprocity should be followed by us strictly. We by and large have a servile attitude to non nationals which galls me at least. I have personally seen (15 years back) Indian security staff at the US consulate at Chennai beating up auto drivers who drove by slowly waiting to pick up passengers and have always wondered how this was tolerated.  Any sensible person would know that while it is important to assuage a furious public, real diplomacy happens through back door channels. Both are important.  It would help if the media and public on the real issue at hand, viz apparently a false arrest and a clear violation of international law.  The steps taken by the Indian government are in the right direction but should certainly by upped. It is gratifying that India is following reciprocity very strongly as is evident from the withdrawal of privileges to USA consular staff.  Some papers have reported that the US Ambassador to India cancelled her vacation after removal of certain airport privileges, a fact that has not been confirmed. However  it is certainly very plausible.

5)   Closure

An interesting point is what would be closure in this case.  I think there would be 3 points for closure

a)    Respecting the rights of an Indian official. If there is a strong case that American laws were  willingly  violated, then she should be deported.  The USA  diplomatic community who don’t have immunity  should be ready to expect the same treatment in India in case they break any law.

b)    An apology for the wrongful arrest.

Given that the USA has not apologized for killing civilians in Pakistan, it is very doubtful that this will be acceded to.

c)    An assurance that this will not be repeated
d) An immediate return to India of the maid who is legally absconding..

Not sure about whether any of this will happen

What in most likelihood is going to happen is some “behind the scence” negotitions which are diametrically opposite to public posturing  and waiting it out till something new grabs mind share.


Sunday, September 1, 2013

Metrics and Measurements

Voice on phone: Sir, On a scale of 8-10, how would you rate our service?
Me:                    I would not rate you on a scake of 8-10
Voice:                 Sir Why wouldnt you rate us on a scale of 8-10
Me:                     Because 8-10 is not a scale.
Voice:                  Ok, How would you rate us on a scale of 1-10
Me:                     Sorry I cannot rate since you have confused me completely  now.

This is an actual conversation that happened with a car service station a couple of years back.

I am reminded of this incident because of a recent similar incident with an automobile provider.

There are some issues with my new car and I am getting continious calls from some call center asking me about my "purchase, marketing and delivery experience". When i tell them about my overall unsatisfactory experience which is still unresolved, they get confused and ask me to rate just the marketing and purchase experience. To cut the conversation short, I tell them I am overall unsatisfied but if they want feedback I can give it to them, but ask them to confirm if they really want it since my experience is negative. This normally either scares or confuses  them and they say it is okay and hangup. Unfortunately some checklist somewhere shows that my feedback is not complete so I get periodic phone calls with the same questions and  the cycle will continue till some one finally crosses my name from the checklist.

Ok What has this got to do with metrics and measurements?

This is a malaise that is spreading far and wide and shows how wrong measurements can generate wrong behaviours. In the above example, the person did not know if she should collect negative feedback and took the easy way out by just not collecting the feedback. In the  process the company lost an opportunity to get genuine feedback and worse got a lot of contaminated feedback since it was incomplete. In the first case of the scale of 8-10 it was either fudging at its worst, or a complete defective program intended for self delusion or to fool the world.

Now the fault does not lie with the people who do the surveys but rather the management which is not clear about what and why they are measuring. Take for example a resteraunt. In case you fill in the feedback and mention that something was average, you have delayed your leaving for some time while the staff  keep asking you why your feedback was "average" and not "good" and hinting at the fact that they will get into trouble with such feedback. In such cases I take the easy way out and just mark excellent for everything which again will waste a lot of other peoples time (and saving mine) while they collect, collate and analyze all the incorrect  data and come to wrong conclusions.

The above were very simple and a "Dummies example" but this same  problem is very prevalent in the field of software which is my bread and butter.  Software and more so in the Indian context has some
charecteristics which make measurement very fuzzy. The whole measurement hoopla  started when companies started chasing ISO and CMM and came to the conclusion that it was mandatory to collect metrics without understanding the intent. In the chase to get the coveted ISO certification or CMM assessment (many people confuse certifiation and assessment) , the metrics became the goal. In one of the software process discussion forums I used to frequent, a common question was "We want to start ISO/CMM/Sig sigma...) , so whar metrics should we collect"?  The frivlous answer which I made on occasions was to ask "What are you trying to achieve?". If you are not sure, collect some easy metrics like the temperature, humidity..... If you know what you want to achieve, select measurements that will tell you if you are on track to reching your goals or not. However without knowing what you want to achieve, there is no point in measuring anything.

Collecting metrics for the sake of collecting metrics is a waste of time.

I have thought a lot on why we have still no clarity in the are of software measurements. There are volumes of books and papers on this subject, but for some reason I  have very rarely seen a successful metrics program implemented which really used as a leading indicator for a strategic goal. I dont claim to be an expert or authority but do have considerable exposure to the industry and stand by my belief. I am not sure as to what the reason is for this gap.

Here are the some of the possible reasons:

1) Software is an art and not a science. Imagine if Leonardo Da Vince was managed by metrics. He would be tracking how many square feet of canvas he painted per day?
2) We are a bit fuzzy about what we do (ok this is an exagerration)
3) The whole measurement programs are designed by non practioners without any strong  management sponorship, largely to satisfy some statutory requirement.I think this is the second most most common cause
4) The metrics are used to judge peoples performance. This in my opinion is the most common reason for a metric program failure. This is a very controversial subject with the majority of the view that how do you make people accountable for something unless they are measured. Now I dont have a very convincing answer for this exceppt to fall back on authorities and  the fact that far more knowledablepeople  and gurus say that metrics should not be used to judge people but are a tool to guide you to achieve objectives and
meeting the objectives is what should be used to judge performance. This is actually a whole discussion by itself and I will leave it at this.  What is important to note is that practice of linking improvement metrics to individual performance is what generates wrong behaviours. A dummies example  would be call centers where the employees I presume are measured by the number of calls they close per unit time. What is not measured is the percent of saisfactory resolution which I understand encourages the front end employees to close calls by just transferring to the next link which is normally more expensive. I cant think of crystal clear examples in the soatware arena and will  leave it to another post.

I am looking for a forum to discuss this further but have got a bit rusty in this field. Anyway I hope this post generates some discussion since I am myself curious about this discussion.

What is important to note that measurements, metrics and KPIs are an absolutely invaluable tool for any sort of improvement or tracking and it is important to get this right.

Monday, March 25, 2013

Sanjay Dutt and Italian Marines

Having stopped watching television for a couple of weeks I found that I was not missing anything much. By and large watching the news debate is very interesting to observe people’s opinions on something they know nothing about. It is also interesting or depressing to see politicians views and outlook and the partisan attitude to anything and everything.
It was a misfortune that I got engrossed in the recent two issues of national importance viz the Sanjay Dutt sentencing and the return of the Italian marines.

1)  Sanjay Dutt had all my sympathy. There was no doubt that he had committed a crime and had suffered sufficiently and the sentence seemed a bit excessive. But I did get swayed by an argument on TV where a senior lawyer (Tulsi ?)  did open my eyes by his argument.
I     On reflecting, I think it is clear:
a.       Sanjay Dutt was guilty of a crime of possessing arms illegally. While he has explained his position, the fact remains that he knowingly did something illegal and it is assumed that he knew the consequences of what he did.
b.      He has been acquitted of the more serious charges of terrorism but has been consistently found guilty of illegal possession of arms.
c.       Our constitution is based on the premise of equality of all before law so he should be tried  as any one who does any similar act but does not bear his illustrious named, lineage or connections.
d.      Courts need to act based on law and not on public opinion. The most ridiculous argument is the amount of money locked up in films and that is mentioned as a reason to release him.

What  is  not beeing discussed is that it has taken  20 years since the offense to reach a conclusion. This is not a final conclusion since a review petition can still be filed and it is not known how long this process will take. Why does it take so long to deliver justice ? This is an area which needs urgent reform and which no one is talking about. A lawyer relative had once told me that the law is basically common sense but in India what rules is procedural law viz a viz principles of law.  That is, it is very easy to delay justice by following procedures. As a side note, a common method earlier  of protest used to be “Work to Rule”.  If everyone worked to rule, nothing could be done. When bus drivers and conductors worked to  rule, they did not allow anyone to stand, waited till all tickets been purchased before the bus moved….. So working strictly to rule can cause a near collapse of the system.
Coming back to the Sanjay Dutt case – once again my sympathies are with him. HE has committed a big crime but one can say that he has reformed and the idea of a prison sentence is after all to reform criminals and put the fear of prison as a deterrent for crime.  But to release or pardon him would mean looking at similar cases and not making any exceptions because of his public standing. 

2) Italian Marines
This is also a very strange case. The final result is a credit to firm diplomacy. The facts are clear
1)      The Italians did kill the fishermen. This is not premeditated murder but would be homicide.
2)      There is a dispute about jurisdiction and this needs to be settled fast
3)      They had got bail from the courts and hence has freedom of movement. Chandan Mitra from the BJP was accusing the government of colluding with the Italians pretending to ignore the fact that the govrnment is actually following the law.
4)      The Italians were undoubtedly planning on “pulling a fast one” but did buckle under diplomatic pressure.
5)      There is no point in ranting on intent but it is important to note that the matter is “resolved”.
6)      Credit is due to the government for handling it with the seriousness due. There is no doubt that an aggressive supreme  court did contribute to push for a solution. But for the court the government would have dawdled.
7)      The Italian government  need to keep Italian public interest in mind as much as the Indian government needs to keep Indian public interest in mind. What is said in public is not necessarily said in private. Diplomacy works differently.

What is again not being discussed is the fact that it is 1 year and 2 months since the incident and we are no where near even starting the process of trial. There are 2 straight forward points here, 1) Where is the trial to be conducted given international treaties and laws that we are signatories too  and 2) Are the marines guilty of murder and if so of what degree.  There is justifiable outrage on the part of the public on the behaviour of the Italian government and ambassador but no one seems to be talking about an immediate trial.