Name-Ritik Kathuria

PGDM NO-22014
Section-B
Date-6/1/2022
Q.1) Ever since my childhood, there had been a lot of indifferences in my family between my
grandparents as well as my father’s sister i.e., my aunty and my mother. But inspite of this
fact, the family has always stayed together and was together in the tuff times as well. As the
time passed and the next generation came up, things started to get normal, but it was not the
case with my cousin i.e., my aunt’s daughter who had several issues with her mother. It was
the time when I was pursuing my bachelor’s from Jaipur and was back home for Diwali
celebrations. Every time I used to visit home, my aunt used to take all the four children i.e.,
me, my sister and her two children to a restaurant for dinner. This time we went to a famous
Chinese restaurant in Varanasi i.e., Ming Garden and ordered all the dishes that we were
craving for. While everything was going smooth, the temperature began to rise when my aunt
and cousin went into an argument regarding an issue, they were going on in their father’s side
family. They both started to throw statements at each other without taking into consideration
the place we are at. My cousin was only 14 at that time and had dealt with a lot of things in
her life which no individual can imagine of at that age. Both the parties were sitting opposite
to each other on the table and the dinner was served, while we started to enjoy the dinner, the
argument went to an entirely different level, where even we were not able to control it. Than
came the moment which changed the entire course of life for both of them both in a positive
and negative way. My cousin threw the fork on my aunt, and it just missed her eyes, if it
would have been a centimeter above, maybe she would have lost her eyesight. We all were
shocked by what just happened and quickly finished our dinner and rushed back to home
while my aunt was crying on what her daughter just did to her despite of the fact that she
used to do so much for her being a single mother (My aunt and uncle were not in good terms,
so they separated).Being the eldest among all the four, now it was dilemma for me as to
whom to support. In business terms, both the parties were my stakeholders, and it was
necessary for me to understand and manage both of them. It was truly a situation of crisis and
had to be managed. So as soon as we reached home, I sat with both of them despite the fact
that my parents were yelling at me as why to want to enter into their argument. But I knew it
was only me who could have solved the issue, so I made them sat and heard both the party’s
argument, upon listening to them I realized that it was not the mistake of only one entity, but
both the parties involved in heat of the moment. I made my cousin realize that its ok to argue
verbally but it was not at all a good idea to throw fork at her and that too at a social gathering,
the same I told my aunt as well that she is just a child, you should think twice before saying
anything wrong to her about her father and his family because for her he is still his father.
The situation that I experienced can be fully linked to crisis management which had
occurred due to the argument between both the individuals. After all the talks, they
apologized to each other and made sure that such a thing is not repeated, specially from my
cousin’s side. Even today ups and downs are there but as time passed, level of maturity and
understanding has also scaled which has led to healthy arguments.
I would like to rate myself 7/10 for handling the situation as per the maturity level that I had
at that time being in the late 20’s. But I believe that I could have managed the situation in a
much more effective manner if I have would have taken issue management steps at the
moment when the argument started to catch fire. My action at that time would have not
allowed the crisis to occur. If the same situation would have happened today, I would have
rated myself with 9/10 because of having the maturity and learnings needed to resolve the
issue.
Q.2) The dilemma here is related to my job which I was pursuing two years back as a
customer relationship manager of service department at an automobile dealership of Nissan
and Datsun in Varanasi. Technically, it was my 1 st job after graduation and even though the
pay was very less, I knew the learning would be good due to the position in which the
business was in currently. The customers were dissatisfied, employees were not interested
and the sales as well as quality of service was going on degrading. The DP i.e., dealer
principle had high hopes from me after looking at my resume despite the fact that I was a
fresher to the industry itself. So, I joined my position and after several ups and downs
adjusted to the daily routine and jobs which were given to me. Any complaint which came
related to service had to go through me and it was my duty to resolve it as soon as possible. It
was in August 2019 when my family had planned a trip to Jammu, and I got the leave for the
same and two days prior to the same there was a function at my close relative’s home where I
was supposed to be present at any cost. One day prior to the function in the morning, I got a
call from customer care that a customer has been trying to contact us from the morning
related to some issue which his car has got. So, I asked the customer care department to
forward the details to me so that I can look into the matter, the car was Nissan Micra, red
color with a number plate of Tamil Nadu and was near Gaya in Bihar. Upon inquiring the
issue, I got to know that the car had got some fault and was not starting, so I asked the guy to
tow the car and bring it to service center. Since he himself was a technical guy so he told me
what the problem was and what parts needed to be changed. I assured that the vehicle will be
repaired at the earliest as it comes to the service center. Upon enquiring the parts with the
parts manager, it was found that the parts were not available at the moment. Now the
dilemma was the car was on its way and I had already given the word to customer that his
work will be done as soon as possible. So, I decided to contact the Lucknow brand and with
the help of area service manager asked got the parts transported to Varanasi itself. Since there
was no one in the service center, I went at 9 in the night with my sister to the bus depot and
got the parts which I carried to the service center very next day while the car was already
there in the service center. I had a function to attend on the same day and it was another
dilemma for me as how would I made it to the place by evening. The work went on for
almost10 hours, from morning 9.30 to evening 6.30 and after the test drive finally the vehicle
was ready. On that particular day, I got into the good books of all the managers and in the
dealership and got appreciated as well due to the commitment which I showed towards the
customer being a fresher to the industry. Even though I missed the function and came back at
the time of dinner, I had that feeling of accomplishment and realized how important it is to
keep your customers happy.
Today, when I relate the same incident to the subject of business ethics, I come up with the
fact that it is extremely important to manage your stakeholders in the company and it was
also some part of corporate social responsibility which I had shown along with the entire
dealership in terms of providing the correct service and parts to the customer and that too at
the best price and not taking advantage of the moment in which the customer was where he
could have easily been charged more for the rapid service which was provided to them
despite the fact that parts were not available. Csr is not just giving back to the society but also
to the customers which are part of that society.
I would like to rate myself 8/10 for handling the situation without having any prior
experience towards the same and just going with what I though was correct in the situation.
The 2 marks which I deducted would be for not consulting my seniors before giving the
commitment which if could have landed me in trouble. Today with all experience and
knowledge that I possess, I would have given myself 10/10 because of application of all
ethical frameworks and learnings to get the best out of that situation in terms of managing
and overcoming it.