Dear Dr. Aravindan:
I was resisting writing this piece from the 2nd of February 2017. Not because I did not want to write, but choosing the time to write. Dilemma is because, I am in the middle of the treatment in your hospital. Now I have decided the time is come for me to write. (Better now than never, is the key word). As you would know, this is my second visit to the hospital in the last 2 years as a patient. The first time, when I had the fracture in my hand. Your team and yourself took charge of my health headache and sorted out the same, in a matter of factly manner. But this time, I landed with a different medical challenge, namely a punctured and bloody esophagus coupled with bloody vomit. Situation that would warrant emergency attention at lightening speed, as the situation could turn out to be life threatening, otherwise.
From the moment I contacted you, and till this minute, the support I have received both medically and psychologically out of Kauvery is "OUTSTANDING". Take it from me, when I say it is outstanding, it indeed is, because, I do not ever mince words.
Knowing you, I take it for granted, that your service would be outstanding. This is not the reason I want to write this note.
The purpose of writing this note is about the institution and the institution building. If there is someone would have a clue or two on this subject, I would arrogantly claim "I know it all, having been a founder of an organization myself". Maintaining excellence, over time, with newer employees joining the organisation is always a challenge to the founder. To steer the fresh entrants, and make them focus to a goal for which they were not part of the foundation is always the challenge for the founding member. I must say, Kauvery scores really well in maintaining its objectives intact. That proves the system is at work. I am not talking about the system in a grammatical sense. I am talking about the system that are not visible to lesser humans, but visible only to the person who understand that "x" factor called excellence.
Here is my strong take. To make ordinary people to produce extra-ordinary results is the leadership is all about.
I found in you a great leader in that sense. The next challenge to Kauvery would be to scale up your operations. I am sure, like many leaders you are biding your time to scale it up. This has to happen. I am sure, many faulted during the scale up, particularly in your industry, more so in Chennai! Because, Chennai produced more hospitals, in my view than any other city in the world in a matter of the last 2 to 3 dacade time frame. I do not want to name the failed leaderships. The principle reason they failed because, their models were faulty! Their objectives were wrong. Money making can not be an objective. In the pursuit of excellence, the end product is money!
Each time I visit Kauvery, I am curious and I study the changes.
I think you have a strong foundation. You are getting it right in the talent hunt. Your doctors have great respect for you. They are immensely talented. Your staff adore you, not because, you pay them well. But because, you respect them. And they reciprocate. Your patients like you , not just because, they are treated well, but they return home with a better state of mind. Your technology hunt has a purpose. Your adversaries fear Kauvery. This is time to go after volume. In your own "unassuming, friendly, hospitable, kind style". Take it from me: "You would succeed".