IT in Everyday Life

Fifteen years ago, I had to undergo a procedure in one of Mumbais best hospitals to remove a lump from the side of my neck. Lying supine on the operating table with the expected trepidation, the last thing I remember before the anaesthesia hit was a young voice piping up I just cant find his vein. After that, rather discouraging debut, my next appearance in an operating theater was a few days ago in Pune for a minor eye surgery and nothing much had changed. The attendants were loudly discussing a strike, the computer system did not show my registration and of course even after the operation it took half an hour to sort out the billing procedures.

The saving grace in Mumbai then and again in Pune, now has been the quality and care that the attending doctors and surgeons showed in large abundance, which enable us to out our faith in medical care providers time and again. However there is no denying the fact that administrative professionalism and the availability of good IT systems leaves much to be desired in our country in most service areas like hospitality, healthcare and government services. Although financial services have taken the big leap and can boast of computerization levels which are second to none worldwide. Indeed there are cynics who believe that the use of IT and knowledge management systems, even in the software exports industry, leaves much to be desired and the continuing success of our industry is thanks to the excellence of its people, and not the reusability of knowledge that should be so critical for building solutions that efficiently got global clients.

At the first meeting of the National Knowledge Council of the CII, which is led jointly by industry veteran Ashok Soota and me, we have taken on the mission of developing the capability in key services sectors of the Indian economy. It is a significant initiative that brings together industry practitioners with the crme de la crme of academic researchers and we are hopeful that by the time the landmark KM India conference is held in the early part of next year, rich data and practices would be discovered and become sharable with the larger business community in each sector.

A recent meeting at IIM Bengaluru with director, Chandra and dean, Rughunath, showed that the academic community is willing to engage as well and a great partnership can emerge between firms, institutions and associations like the CII and Nasscom, that will research and share best practices in each sector and enable both incumbents and new entrants to benefit.

A small word on the recent demise of veteran actor Shammi Kapoor, who was one of the most IT savvy film professionals in Mumbai. An early encounter with him when he demonstrated his expertise with the Mac and gave me my first tour of the internet still lingers. People like Shammi demonstrate that IT can find its place in every sector and truly power our economy. May his soul rest in peace!