B.B. Goyal, Barnala, Punjab, India, Letters from Me

This letter was sent to Mr Bill Gates. The reply from Microsoft was accompanied by an autographed photograph of Mr Gates.

"On the holy and sacred occasion of Christmas, I wish to convey my greetings to your goodself.

I love to see your name here and there everywhere. My friends say in lighter vein that I am having billache. Whatever they say, I certainly feel inspired to hear even your name alone.

I know that your time is precious and you have still gigamiles to go on The Road Ahead. However, I shall feel obliged if you may kindly arrange to send me your autographed photograph.

This letter was replied by Mr Jain personally along with the pens duly replaced.

Mr Chairman, Sir, with your kind permission, I seek some of your precious moments to ponder over some of the facts mentioned below which otherwise seem to have skipped your young but mature attention.

Sir, with the entry of MNCs, there is stiff competition in almost all consumer commodities and durable. Though profit is the main driving force behind every business, competition compels survival to be thought on the top of the agenda. So it has become more than natural for organisations to pay their utmost attention to the customers. Caveat Emptor i.e. ‘Let the Buyer Beware’ though still exists to some varied degrees in different business and consumer segments, centuries if not millenniums old ‘Customer is the King’ is also coming back on the track, gaining currency and speeding up day by day.

Roti, kapda aur makaan were but everything that is to say basic needs, comforts and luxuries in yesteryears. The Customer-is-the-King dictum signifies not only the abundancy of choices and alternatives available to the Kings (read: customers) but also their kingly propensity to spend. It is only up to producers to grab the market share, customer loyality and build its brand image. Tata Tea’s purchase of Tetley Brand for US $ 270 million (it seems albeit difficult to count suffixed zeroes if the sum is converted into INC) clearly shows the idiomic rock-solid confidence of the customers in the brand.

Which soap you use? Which dental cream you use? Make these questions to any Tom, Dick or Harry in this good India and there are a plenty of chances these to be replied with Pears, Lux, Colgate, Close Up or any other reputed brand for that matter.

So we can safely assume that in the present era, companies are focussing their energies on brand building and customer satisfaction.

Let me come on ball pens and refills. Those were the peaceful days when people generally used to purchase local made ball pens and refills. Then Reynolds’ arrival changed the whole scenario. But nowadays Gel pens are trying to rewrite the history. These are very comfortable scaling up its selling price index. While switching up from Re 1 local-made refill to Rs 5 Reynolds refill was somehow sturdy, Diamond Roller of AddGel and your products do not seem too uncomfortable even at three digit figure or so but subject to and without prejudice to some observations made in this communiqué.

Who bothers to pay for purchasing the buzz and silent (seems contradictory, of course, I agree) word ‘satisfaction’ so long the product is really satisfying one. It becomes most painful when one does not get satisfaction from the products like Parker. The main pain is not of paying the dangerous price but because of the unfortunate breach of faith put in the product / producer.

Some people may take it in lighter vein. But it is my serious and earnest request and suggestion to your goodself to not to take it so lightly else in turn the customers may start taking your products with the corresponding and similar lightness.

We always use quality products whatsoever and howsoever the costly they may be. We switched from Luxor products to ADD products to Parker expecting a still better and longer love of ink with our papers. Alas! The life was not so easy. Roller is behaving as if there is some speed-breaker in her way. Her cousin, the ballpen, too have some quality problems. Cap cracking cannot be overlooked; perhaps. It was used in routine office hours. No overtime really. Fearing further pre-mature and untimely injuries to them, we are pained to stop purchasing these world-class pens. I am enjoying the pleasure of sending two of them for your R&D wing. A report be submitted to the undersigned after proper inspection and checking. May its counterpart inkpens be tougher ones. Red colour ink certainly seems very unattractive and unsober. Further it has been brought to my notice that Parker Ink in all generally used colours is not available at Barnala. Why don’t you think of introducing a new colour (using RGB or CYMK, of course) in the market?

Your learned friend AddGel’s claim of precision components from OHTO, Japan clearly signifies the brand image of Japan. Yes, it is definitely the brand image though not of a product but of a country consisting of good producers. We assume everything manufactured in Japan to be of good quality because of our mental make up for Made-in-Japan label. So in the same way, companies at home in India should try and endeavour to build that kind of ever-lasting, unalterable and indelible image. Though various information is legally required to be printed on the title or wrapper, even a distant and casual look of organisation’s logo or brand should be sufficient to have the recognising glare, confidence and patronage of the customers.

The undersigned is fully aware about the legal actions that can be taken against your Organisation under Consumer Protection Act and, Monopolies & Restrictive Trade Practices Act. However, at heart I certainly feel that actions like these or news reports in media can certainly be harmful for your business, which is never ever our intent or desire.

So I am dropping this tiny communiqué just to give you this bowing feedback which you may or may not be receiving from your other well-wishers. I have not even an iota of thought in my mind to point out your shortcomings or ills or to claim damages for the money and time wasted by me on your otherwise nice products, but this is just a very very humble submission to suggest your good offices to improve the quality of your products and win the customers lest and else your competitors will do it.

I would be grateful to have your kind response along with a catalogue containing complete range of your products. You may also arrange to send name and address of CEO of Parker Pen Products, U.K. for our reference and records.

Before your leaving here from home, you had to give your address along with phone & fax numbers. But you could not do so perhaps because of paucity of time.

I have loved the details and style thereof given briefly by you. I always like these type of very informal ‘chatting’ letters. I expect this tete-a-tete frequently.

As I know people from western countries sometimes feel tired of money-chasing and they come to India in search of some spiritual ideas and for peace. But people from India prefer to go America because they do not feel satisfied with the system of working here. So we cannot make a clear-cut demarcation as to we should stay in which one particular country. It is a subjective matter and depends upon and varies with person to person. However I must confess that almost everybody thinks States as a fascinating dollar-rich country free from corrup. I also believe that the virtues of honesty are got imbibed in them at grassroot level. Not all the people are corrupt here in India. They have to follow the system. If somebody gets himself appointed at some senior post with the aid of cheque and jack, fees and feast; it is but natural he will seek ‘refund’ of his money. And the people refunding will be genuinely interested in the refund of their own money. So it is the vicious circle, almost everybody is involved in it one way or the other, a good membership of around 100+ crores.

Anyway, tell me more about the States and your routine there. What do you do all the day. Internet and TV are O.K. and what about the rest of the time. Life must be comfortable there from the worldly possessions point of view. What about religious activities there? Are there any other religious places besides Churches? Somebody has told me that our body is the ‘most’ religious place and we should not seek Him from outside.

As Prince of Wales, Edward VII was known by his friends for his sense of humour. One intimate, relying on the prince's joviality, declined a dinner invitation with the telegram: "Sorry cannot come. Lie follows." Edward was immensely amused.

Mein taan bus guilt di kit vaare he pucchheyyaa si ……, par tusin mainu desi samjh baithe….

Hor ajkal tusin kee kar rahe ho. Kade phone bone hi nahin aaiyyaa. Kidher de tour taar kadhi jaande ho? Vaeise tusin ho bande jugari. Koi na koi dhahbhann karde hi rehnde ho.

Khair, Barnale kadon aa rahe ho? Vada yar loki sonu ithe yaad karde nein. Kade koi tour-taar di yaa phir koi aisi-vaisi gall chaldi hai tann soda reference invariably aa hi jaanda hai.

Captains, yesterday I was reading Khushwant Singh’s ‘S.., Scotch and Scholarship’. Excerpt:

Now some serious matter (above was also serious of course). As regards your suggestion to explore the possibility of English Speaking Course at Barnala, I have to submit that people here are very much interested to learn how to speak English. People are willingly ready to pay the fees whatever it may be, but the problem is that people want it by magic wand. They cannot afford to take the labourious pills of lessons and try grinding the Eng themselves. Whenever somebody sees somebody else speaking Eng, everybody gets impressed irrespective of what one is saying or how is saying or what is the grammatical structure. Only flow and fluency rather than Eng words matter. People even do not know Punjabi in perfect order. General talking is also not impressive. People find it inconvenient to say Varinder Agro Chemicals Ltd (a local factory) as ‘Varinder Agro’. Khaad Factory is easy and actual for them. One more factory here is Geeta Threads Ltd which is owned by Dr. Bhim Sain Garg. You cannot believe, once I had seen a bill addressed as ‘Bheem di Factory’.

I think you will kindly forgive me for presenting a discouraging but the real story before you. But I strongly feel that whatever you wish to do you should do it among the educated (not necessarily qualified) people and your efforts should be aimed at creating brand image especially at teething stage though profit motive cannot be overignored. This will give you mental and internal satisfaction and moreover it will be beneficial to you in longer run if our thoughts are pure. Whatever we deserve will naturally come to our way like our shadow and nobody but nobody can deprive us from that.

Some are wise and some are otherwise. You surely be coming in first category. So I cannot dare anymore to tell you something else.

It is said that best moments with friends are those of departure (not from this land). S. Joga Singh ji has found the best of words from his heart:

This letter was sent in 1995 when I was studying in B.Com. II year and my age was 19 years.

I have had the pleasure of attending Annual Convocation & Prize Distribution Function ("function" or "the function")held on 19th May,1995 in college premises. The function was a grand and magnificent success.

I take this opportunity to convey my heartiest congratulations on this occasion.

As a Principal, it was your first ever function. The function had been held after a long gap of 11 years or so. Even then, there was no irregularity or deficiency in the whole arrangement. Everything was well arranged. There was a good sitting arrangement. This all credit goes to your good self, under whose guidance and supervisory control an history has been made. It is an very old maxim that history repeats itself. I am sure that this history will be repeated year after year.

The prizes had been distributed to first three toppers in every subject. I beg to differ. These should be given away only to the students securing first position in any subject. In the case of aggregate marks, the prizes should, of course, be given to the students securing three top

Moreover, students should be informed well in advance that the Prize Distribution Function will be held barring unforeseen circumstances, so as to create some interest among them and also to have the spirit of competition and self-motivation.

It has been noticed that the Lecturers themselves demoralize the students and advise them not to care for house-exams. They advise that house-exams are just a formality. What can be expected from students in such a state of affairs. I remember a teacher's words that teacher's comments should be more exhaustive than students' answers. The real purpose of house-exams should be to let the students know about the style of writing and, of course, to let them know their deficiencies. So that these mistakes and deficiencies may not be repeated in final exams. Nevertheless, the answer sheets of final exams are not checked properly and thoroughly, yet the students should be advised to do their best and not to boast.

I think that it would be better and brighter if our teachers would dwell on making the students mentally sound, intellectually high and all rounder best student.

A cheerful teacher is like a sunny day, shading brightness of all around; and it depends upon him to make the college either a paradise or a prison.

`Profs. on Leave' column remains unattended for many a days. Names once entered there become the property of the Notice Board. These are not updated daily, but at random.

I would like to suggest proper and timely maintenance of Notice Board. Furthermore, Notice Board may be got decorated.

The standard of college canteen should be upgraded to comparable with other colleges/universities of repute. This should be done on priority basis.

There are tremendous changes in discipline among students after your becoming Principal. This discipline is self-discipline and not discipline by force. I think that this type of discipline (self-discipline) is more effective, long lasting and result oriented. It is a matter of great

satisfaction and pride that now the students have complete self-discipline and 100 per cent confidence and respect towards your good self.

Libraries enable the students to have most effective and meaningful utilization of the resources.

Libraries have to promote and spread knowledge by providing exposure to the world of books and the wisdom contained in them.

In libraries, we may read the most important histories, the most exciting volumes of travels and adventure, the most interesting stories, the most beautiful poems; we may meet the most eminent statesman, poets, and philosophers, benefit by the grandest creations of human genius.

The debt we owe to books was well expressed by Rechard de Bury, Bishop of Durham. According to him, "These are the masters who instruct us without rods and ferrules, without hard words and anger, without clothes or money. If you approach them, they are not asleep; if investigating you interrogate them, they conceal nothing; if you mistake them, they never grumble; if you are ignorant, they cannot laugh at you. The library, therefore, of wisdom is more precious than all riches, and nothing that can be wished for is worthy to be compared with it. Whosoever therefore acknowledges himself to be zealous follower of truth, of happiness, of wisdom, of science, or even of the faith, must of necessarily make himself a lover of books".

Imagine in the words of Aikin, that we had it in our power to call up the shades of the greatest and wisest men that ever existed, and oblige them to converse with us on the most interesting topics-what an inestimable privilege should we think it! - how superior to all common enjoyments! In books we have the choicest thoughts of the ablest men in their best dress.

But most regretfully, our College Library is regarded just as a store-house of books and these are meant for preservation and exhibition. The librarian is just a custodian. The students are not encouraged to read, rather they are harassed. Thus books are not easily accessible. Perhaps, there is not enough incentive for students to become dynamic, to read books, to be familiar with current topics. Library is tended to be passive and archival institution.

There should be no feeling of monopoly, rather than active as a controller, the librarian should be a mediation in the process of imparting knowledge in her own sphere. A librarian should be a book of vast knowledge himself giving rather than keeping; unbiased, unprejudiced to all its readers, and rather be a source of comfort, solace and happiness.

Since library is a growing organism, the librarian should keep on introducing new books currently published from all walks of life to make the dictum that knowledge is a power and, pleasure as well.

Library is a treasure of books, books are the treasure of knowledge and knowledge is the key to success.

I would, therefore, like to suggest that the library should enhance its value in the whole system.

I understand that better sitting arrangement in college library has been made by providing good number of chairs. I have seen many students busy in praising your good self.

Certain number of lecturers are appointed on ad hoc basis. I would like to suggest that only experienced and specialized teachers should be appointed. Educational qualification should not be the only criteria, but exposure power, interest to teach, interest to learn and behavioural nature should also be given due weight age.

Students of English Medium have no option but to study in Punjabi. They have to face undue difficulties. The teachers should, therefore, be advised to teach in English to the extent all the students may understand it.

Now entrance tests are held for almost all courses. IIT, National Talent Search Exam, NDA, CDS, Engineering colleges, Medical colleges, UPSC, SSC, Banks, LIC, MBA, RBI POs, SBI and other bank POs, Recruitment Boards, Railway, Income Tax, India Army, GMAT, Hotel Management are a name to few. These

tests consist mainly Test of Reasoning, Comprehensive Intelligence, Advanced General English, Numerical Ability Test, Objective Arithmetic, Quantitative Aptitude, General Knowledge, Personality Test etc. The students should be advised to make it their habit to read, grasp and sharpen

their skills in solving these problems, so that it may be less-difficult or difficulty-less for them at the time to test.

There is enormous increase in number of students joining commerce faculty. The college may introduce the practice of Entrance Test to have only result oriented students.

Some of the students do not attend the class regularly. They think that their attendance will be marked as present after paying some fine, say Rs 30. This makes an impression on the minds of the students that it is the money around which everything clusters. They suppose that anything can be had by paying money.

This does not seem to be a healthy practice. Therefore, attendance should be marked on actual basis. However, in case of any genuine difficulty, students may take leave after the special permission of the Principal.

A sincere compliment is one of the most effective ways to motivate someone. To motivate the students, every year the college should select one "Student of the Year" like Miss

India, Miss World, Miss Universe, Miss Punjab. The student so selected should be the All Rounder Best Student. Caste, Creed, Age, Sex etc should not be the criteria for selection. Marks in college/university exams should also not

be taken in consideration to a greater extent. Rather he or she should be selected on the basis of his/her interest in Religious and Cultural activities, manners, deportment, facial expression, General Knowledge, Intelligence Quotient, Ability to grasp, Art of Public Speaking, His/her relations among his/her fellow students, relations with Lecturers,

general attitude to life, knowledge/interest in computer science, Interest in Hindi, English, Punjabi and, any other extraordinary activity.

The purpose of debating is to create a speaker and sharpen the knowledge to students in various subjects. Regular participation in the debates conducted by the society and/or the college compels students to read widely on the subject on which he or she has to speak and gather information. Knowledge is the fair runner of speaking and a person cannot speak unless he has knowledge of the subject. Regular participation in debates equips a student wide knowledge outside college books and teachers' lectures. This knowledge is acquired through students's own initiative and personal interest. The habit of reading and gathering knowledge inculcated upon a person in the early age can make a person stand in good stead when engaged in the life struggle.

It is like self advertising through speaking. Nobody becomes aware of the merit of a student who is habitually reticent except through exam results. But his influence and prestige enormously increases if he is also a good speaker.

In today's environment of corruption and alteration in marks, a good speaker can express his intellect and in many examinations, now the university marks are not important but written test and personal & group discussion are emphasized and the good speaker can only be marked as excellent

Whatever may be the profession in life, a good speaker takes the foremost position by expression of his intellect.

I, therefore, strongly recommend that the College should hold debates, especially on current topics, bi-monthly. It would not be out of place to suggest here that there should not be 6-7 days wastage on making arrangements for debate on the part of the lecturers. This should be done in normal course just as a routine. Papers should be prepared by students themselves and not be Lecturers. Students may, of course, take help from Lecturers or anybody else. But there should be constructive and original thinking on the part of the students.

Educational trips are very beneficial for students. The trips help the students to gain and sharpen geographical knowledge of the Country and also to become more familiar with our cultural, religious and social activities. While on trip, being physically away from parents, the students learn

self-help, team-spirit, co-ordination et el. This also enhance their self-confidence, devotion, loyalty, unselfishness, toleration, mutual confidence, mutual sympathy etc. Furthermore, this helps the students to develop their communication skills. As Bacon rightly put it, "Travelling is the best part of education."

25% of the journey expenses have not been provided by the College since 1978. The students had not bothered / complained (or they were helpless!) showing their confidence in the Management.

This year, there were plans to go out for trip in South India side. The lecturers go with students for their guidance and supervision. They have to take a lot of pains in arrangement of trip. They have to pass sleepless nights for the comfort of the students. I would especially like to mention Sh Jai Prakash ji, under whose parental guidance most of the trips go out to different parts of the country.

But regretfully, now the college has refused to bear T.A./D.A. of lecturers thus making it impossible for the students to go out for a trip. Excuse me, Do you think is it an healthy practice?

It would not be out of place to mention here that some approach-minded students tend to borrow text-books from college library, though they belong to fairly rich families.

I would like to suggest that the text-books should be lent only to poor and needy students keeping in view the limited stock of text-books.

Similarly, fee concession should be granted only to the poor and needy students.

An adage is a traditional maxim, a proverb of common experience, a short statement based on long experience.

I have a good collection of quotations. I give herein below some of them, hoping that the thoughts and quotations in which I have myself found most comfort may perhaps be of use to others also.