Summary of JRD by Harish Bhat
J.R.D
- Harish Bhat
Harish Bhat is a prominent business leader and the brand custodian of Tata Sons, one of India's largest and most respected conglomerates. Harish Bhat joined the Tata Group in 1987 and has since held various key positions within the organization. He has worked across multiple industries, including consumer goods, retail, and telecommunications, gaining valuable insights into different sectors and markets.
Beyond his role as brand custodian, Harish Bhat is also an accomplished author and speaker. He has written several books on business and management, sharing his insights and experiences with a wider audience. He has published four books to his credit, including the recent national best-seller #Tata Stories: 40 Timeless Tales to inspire you.
EXPLANATION OF J.R.D
JRD Tata, the founder of Tata Airlines, which later became Air India, aimed to establish the airline as a global entity representing India. In the 1940s and 1950s, Air India became the first Indian airline to venture into international skies, proudly carrying the Indian flag. A significant milestone for the airline was the inauguration of its first international service from Mumbai to London in 1948.
JRD Tata was determined to make Air India the best airline in the world. He believed that Air India's success was crucial because it represented India's image on the international stage. During the inaugural international flight, JRD Tata personally observed the reactions of passengers and felt immense relief when everything went smoothly, including landing in London on time. The sight of the Indian flag displayed on the aircraft filled him with joy and emotion.
Jawaharlal Nehru, India's first Prime Minister, congratulated the airline for its achievements.
Driven by his obsession to make Air India exceptional, JRD Tata emphasized the importance of providing the highest standards of customer service and excellence. He expressed his desire for passengers traveling with Air India to have no reason to complain.
His vision was to establish Air India as the most preferred, safest, and punctual airline, offering superior food and services, and setting a remarkable image in the industry.
JRD Tata's dedication and commitment to making Air India a symbol of Indian pride and excellence.
In 1949, Air India was already making its aspirations of providing high-quality service and raising the prestige of India abroad. Pandit Jawaharlal Nehru, the prime minister of India at the time, wrote a letter to JRD Tata, the chairman of Air India, expressing his appreciation for the airline's exceptional quality.
Nehru had personally experienced the service on four occasions between India and England and praised its excellence.
Air India also gained a reputation for its punctuality during this period.
It is said that people in Geneva could set their watches based on the time when an Air India flight flew over the city.
JRD Tata himself would occasionally pilot one of the aircraft every fifteen days, setting incredibly high standards of accuracy.
During one such flight, JRD asked his co-pilot for the ground speed, and the response was "145 miles per hour." However, JRD was not satisfied and took out his slide rule to calculate it himself. He determined that the speed was actually "145.5 miles per hour."
This illustrates the level of accuracy and attention to detail that JRD expected from the airline to maintain perfect timing.
JRD Tata's "blue notes" were known for their meticulous attention to detail and unwavering pursuit of excellence. After each Air India flight he took, JRD would send these notes to the management, providing a summary of his observations that included both positive feedback and harsh criticism.
In 1951, after flying Air India to Europe and back, JRD shared some extracts from his notes. One of his observations was regarding the seats on the aircraft. He noticed that some seats reclined more than others, making them more comfortable. JRD suggested that all seats be adjusted to have a maximum reclining angle, except for the rearmost seats which were limited by bulkheads.
Another note highlighted the issue with the tea served on board from Geneva. JRD remarked that the tea appeared to be as dark in color as coffee, raising concerns about its quality or excessive brewing. He recommended that the Station Manager in Geneva investigate the matter.
These examples demonstrate JRD Tata's dedication to every aspect of Air India's operations, from seat comfort to beverage quality.
Overall, Air India's dedication to meticulous attention to detail, commitment to excellence, and recognition it received in 1968 positioned it as the leading airline globally. Its achievements served as a benchmark for other airlines, including Singapore Airlines, inspiring them to strive for similar levels of excellence.
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