Role of decision making in Management

Role of decision making in Management

In the beginning of the NYT essay https://www.nytimes.com/2026/02/21/us/politics/gorsuch-congress-trump-tariffs.html we find the following:
“Yes, legislating can be hard and take time,” wrote Justice Gorsuch, a Trump appointee who is part of the court’s conservative majority. “And yes, it can be tempting to bypass Congress when some pressing problem arises. But the deliberative nature of the legislative process was the whole point of its design. Through that process, the nation can tap the combined wisdom of the people’s elected representatives, not just that of one faction or man.”

These are wise and timely words, also implying the failure of the current Congress and its willingness to sit on the sidelines, abrogating all its power and authority to an Executive intent on enlarging his power, laws and Constitution be damned!

There are obvious failures and pitfalls in our current political process. Every citizen in this great Democracy must reflect upon it and act as required! “A republic, if you can keep it” is a famous, cautionary quote attributed to Benjamin Franklin in 1787, emphasizing that maintaining a free, representative government requires active civic responsibility, not just its establishment!

“All politics is local” is a famous maxim coined by former U.S. Speaker of the House Tip O’Neill. Generally it is used to handle political issues by chasing its roots to the local population. We could also chase down the current plotical quagmire or failure in our governing process at the national level and its similairity to what is generally known as “management problem”?

Above words of Justice Gorsuch have profound implications in any management process as well. After all any management effort requires a relentless chain of “Plan / Organize / Coordinate / Control (verify against plan)”. In every step, decision making is required. Such decision making would be objective and free of personal bias (un-attached) when input from all sides and from everyone involved is included. Not every decision can be left to the Chief Executive. Everyone at every level has to make their decisions and stand up to defend all such decisions. It can be tempting to bypass established roles and processes when some pressing problem arises. It is such systemic failure in decision making at various levels and functions that is the root cause of what we commonly identify as “Management Failure”?

Concerted response required for the recent letter “Compact for Academic Excellence in Higher Education” ?

The recent letter “Compact for Academic Excellence in Higher Education,” and its rejection by MIT could be a welcome opportunity for the Educational Leaders and the leading Institutions?
https://lnkd.in/gYxdYv7J
The letter “Compact for ….” from the Education Secretary appears to be a Trojan Horse for power grab and an attempt to curb free thinking. The shallow intellectual depth of the administration makes one wonder, if there is even an interest to promote “Conservative” values in lieu of “Liberal” thoughts and expression in campuses! It might just be an old ploy of pitting one group against another and relishing in the chaos, as the outcome!
The challenge through the letter from the Education Secretary and this Administration goes beyond their thinking and adversarial approach to governing. In fact they stem from insidious developments over the past five decades or more that have been metastasizing our nation, its culture and our Democratic and moral fibre.
For example:
— Technology (=Science X Engineering X Managment) is now synonymously treated as reflecting only IT, Computer Science, Data Science or AI! In other words, the entire value of MIT is reduced to one Department or one sector of activity!
— Rewards of Capitalism have degenerated the society that was once heavily middle class (40/40/20 : Poor/Middle/Rich) into a nation of “haves” and “have nots” (90/10: Poor and Middle /Ultra rich). Traditional sharing of the wealth through Risk/Reward has not shifted to Risk/Effort/Reward sharing models.
— While it may be true that over 80% of MIT undergraduates are free of loan burden, that can not be said of most UGs across the nation. Being driven out of the middle class they are also driven into economic disadvantage Vs. their global college educated compatriots.
— Most of the Social Media products – with their inability to control and limit the polarizing effect on the society – are developed and implemented by graduates from top schools like MIT, aided by low wage high skilled H1B Visa workers.
In all of the above, schools like MIT are not solely responsible for the outcomes. But, systemic failure in leadership across the nation, over the decades, to challenge the above outcomes and their corrupting influence has to be acknowledged. It has been leading to despair and “throw the baby out with the bath water” attitude on our social and democratic norms. These are the undercurrent rhat fuel this administration and its political power. As I have learned at MIT, the “System and its solution” need a comprehensive approach addressing several issues at the same time! My plea to the leadership at MIT as well as at other leading institutions is to take bold action on the above (bulleted) and other similar issues. That would be a worthy antidote raising social awareness and public support against arbitrary and misplaced demands from the current administration?

https://www.linkedin.com/feed/update/urn:li:activity:7382497220568211456/

System Approach for Customer Success Management

Customer Success Management (CSM) is a relatively new functional area within many companies, an increasingly vital operational role, a rapidly growing profession, and an underlying systems management philosophy that is growing in importance, especially – but not exclusively – within the technology industry. One leading industry organization (Customer Success Association 2021) defines CSM as “a long-term, scientifically engineered, and professionally directed business strategy for maximizing customer and company sustained business value,”. Others describe CSM as “a customer-facing, non-direct sales role that embodies the mindset of a counselor
to proactively partner with customers to help them achieve their goals and promote long-term customer health that ultimately leads to relationship growth”.

A recent paper that outlines the System Approach for CSM has been authored by Prof. Vijay Merhotra at UCSF, School of Business and Dr. Krishnamoorthy (Subbu) Subramanian from STIMS Institute. For a complete vesrion of this paper, please see: https://stimsinstitute.com/wp-content/uploads/2025/08/system-view-of-csm-published-paper-with-prof.-vijay-merhotra-ucsf-07-22.pdf

Every Co. has processses required to produce and supply their products. When their products are used and the value realized by the customer, only then recurring sales and sustained sales growth of the supplier is realized as illustrated in the figure below:

CSM plays an imptortant interfcae role between the customer and supplier as illustrated in the figure above.

Every process of the “Customer” is a “system” that can be described as an

“Input /Transformation / Output” Scheme
The output itself may be classified as “Technical Outputs” or the nuts and bolts of the solution, leading to the desired value/benefits called the “System Outputs”.

This System Approach has been setailed in the book authored by Dr. Subramanian and Prof. Rangan: https://www.amazon.com/Thriving-Century-Transformational-TechnicalProfessionals/dp/0791860167/ref=sr_1_1s=books&ie=UTF8&qid=1371673516&sr=1-1&keywords=Transformational+Skills+Subramanian

The Customer Success Management as a System integrating customers and Suppliers is illustrated in the Figure below:

In figure 12.3 above on the input side the various functions of the “Customer” and “Supplier” are listed. Everyone of them is a stakeholder in the “Transformation” (i.e.) Customer’s process in which the Supplier’s product is used. Hence opportunities for maximizing or “Optimizing” the System outputs – Stakeholder benefits – could be far larger than that listed even in this figure!

Beyond that, consider all other “Suppliers” involved and their “Products” required for the Customer’s process. Now you have a far larger list of “Stakeholders” and their benefits that you could synergistically optimize and attempt to satisfy. Every such satisfied “Supplier” is also a beneficiary for the “Customer” and his “process”. This a substantially expands the role and impact of “Customer Success Management”! 

In this CSM Philosophy, any supplier can adopt the “Customer’s Process” as his own (i.e.) “Becoming a Customer’s Customer”! In many respects it may also be seen as the evolution of Applications Technology in the Customer / Supplier relationships.

Whose America is it? – Part 2

“It has been said that democracy is the worst form of Government except for all those other forms that have been tried from time to time” – quote attributed to Winston Churchill. Today with all the challenges we face in our system of Government, faith in Democracy and America as the unfailing cradle and leader of such Democracy is called into question.

Successful Democracy requires well informed citizens, who vote for their best self-interest. It also requires that self-interest is viewed through a larger perspective and not merely through polarized lens of narrow partisan interests. In the recent election, even narrow partisan self-interest seems to have failed. How else can one explain the vote of those in the Dearborn area – supporters of Palestinian’s aspirations – who now find themselves between a rock and a hard place, thanks to the policies proposed from the current administration, centered around expelling millions of Gazans from their historic home land. This is just one example of irrationality of voting patterns that might have failed the American Democracy, the greatest political experiment on earth.

Failure of ill-informed voting public goes beyond such narrow ethnic group oriented politically sensitive subjects. Nor is it our goal to dwell on them. Let us look at a couple of rather broadly accepted notions that cut across all groups and population segments. One among them is the notion that “Government must be run efficiently, like a business. Hence it is necessary to cut the cost to the bones!”. This statement assumes that “businesses are run efficiently”. This is a far cry from reality. Business leaders, part of the voting public, must be honest and truthful to admit that every successful business is run to make profit and meet share holder expectations. In this shadow boxing – the mythical notion of satisfying shareholders, the “kabuki theater” – there is plenty of inefficiency. Rare indeed are businesses that are truly run lean and mean in a sustained manner over time.

Next is the notion that ALL Government departments must be cut back to demonstrate efficiency! Another hog wash notion? In some areas like production operations, it is realistic and feasible to show efficiency and cost cutting as directly related to the resources needed. But that is not the case for R&D, Marketing, Administration, HR and all such “service” functions. You don’t hire and fire intellectual talent or critical resources at will and on demand. This concept may apply to many of the important Government Departments that affect our health, safety, security and welfare.

Here is one more: In the name of efficiency and cost cutting senior employees in the work force were seen as “fixed cost” and can be disposed off, leading severe loss of unique talent in Manufacturing operations in the 80s and 90s. Now we find the same mistake repeated by indiscriminate firing of key staff in FDA, Missile systems management, FAA, etc. Whose America is it to permit all these reckless and loose cannon approach to management of our vital resources and services?

Following are a few passages from an article titled: 2,400 years ago, Plato saw democracy would give rise to a tyrannical leader filled with “false and braggart words –https://qz.com/1293998/2400-years-ago-plato-saw-democracy-would-give-rise-to-a-tyrannical-leader-filled-with-false-and-braggart-words

Josiah Ober, professor of political science and classics at Stanford University says the passages from Plato’s Republic read as “a particularly harsh description of the most tyrannical parts of Trump’s public personality.”

Plato’s Republic, which evaluates the nature and justice of various political regimes and examines how individuals’ moral psychologies are interlinked with the moral psychology of their state, is intended as a work of philosophy rather than a prediction of how political events would unfold. That said, Plato’s critique of democracy contains a number of aspects relevant today.

Plato believed that the key and driving feature of democracy is desire for freedom; this very trait, though, ultimately leads a state to tyranny. A democratic regime involves such a plurality of interests, he believed, that the only way anything can be achieved under it is to have strong leadership that can unite interests. “It’s not a complete portrait of modern democracy but it captures something: This desire for a strong leader who can give guidance to diverse pluralistic uncoordinated desires,” says Oder.

Plato states “The tyrant mistrusts both those within and outside his circle, and so essentially ends up in a sort of servitude himself.” Role and influence of men like Elon Musk and their passion to change all things at all costs reminds us of this self-enforced slavery of an elected leader today.

For a more optimistic interpretation of today’s political regimes, Ober suggests looking to Aristotle, who understood that true democracy is fundamentally opposed to tyranny. Contemporary politics may cause consternation, but Ober says it’s worth believing in the political regime. After all, he adds, “Democracy has to be built on hope.”

Whose America, is it?

The recent changes in the U.S. Government policies and even more the practices should be alarming to anyone! I do not suggest what President Trump has started with a “burry the congress with B.S.” strategy, challenging the power of the Congress and the Senate and the judiciary in every conceivable dimension. Nor do I suggest the “bull in the China shop” approach, by Elon Musk, wreaking havoc in many Federal Departments and agencies. But the notion that “elections have consequences” to imply that the consequences are to suit the pet peeves of a few regardless of the people and their general welfare, poses a serious threat and raises the fundamental question “Whose America, is it?”

2.2 billion gallons of water flowed out of California reservoirs because of Trump’s order to open dams https://www.cnn.com/2025/02/03/climate/trump-california-water-dams-reservoirs/index.html  The newly released water will not flow to Los Angeles, and it is being wasted by being released during the wet winter season. Whose America is it, that allows such outrageous and yet childish behavior, all to serve the personal ego of one or few people?

$50 million for condoms in Gaza? Five big reasons to be skeptical Trump’s story is true. https://www.cnn.com/2025/01/29/politics/gaza-condoms-fact-check/index.html “This is total garbage. Either fully invented, or someone who doesn’t know how to read a spreadsheet.” Whose America is it, that propagates such false and misleading information initiated by Elon Musk, all to serve the personal ego of one or a few people?

USAID freeze risks ‘deadly consequences’ https://www.nbcnews.com/news/world/usaid-freeze-risks-deadly-consequences-work-halts-gaza-agencies-warn-rcna190553 The 90-day funding freeze was being “felt all over” by humanitarian organizations working on the ground, a spokesperson for Refugees International told NBC News. Whose America is it, where humanitarian programs are shut down without compassion and caring for others, the very hallmark of America?

Trump’s accusations against South Africa spark ‘white privilege’ self-mockery https://www.reuters.com/world/trumps-accusations-against-south-africa-spark-white-privilege-self-mockery-2025-02-11/  Trump says ‘certain classes’ treated very badly in South Africa; Trump offers refugee resettlement to white Afrikaners; Attacks draw ridicule from some white South Africans’. The long history of America is one of slow and steady progress away from Jim Crow of the South and Apartheid or bonded slavery practiced in the past in S. Africa. Is America a nation of Slave holders and their descendants or those who valiantly march on for freedom, equal justice and opportunity for all.Whose America is it?

Let us be clear. Hard working, honest, middle America was taken to the cleaners in the name of IT innovation and globalization. We have described this hollowing out of the “middle” of everything as the Binary Economy. I have written about this in my book published as early as 2013! https://www.amazon.com/Thriving-Century-Transformational-Technical-Professionals/dp/0791860167/

The origins of such Binary Economy started 50 Years ago (in the late 70s). It was exploited by billionaire barons and business leaders faithful only to the Wall Street analysts, in the guise of shrewd business management, exploiting lean processes and efficiency. Federal and State agencies were left untouched. Yes, they do need to be pruned. But sadly, the very same “exploiters” are now engaged once again to exploit what is left in these Federal jobs using the very same tools and tactics – indiscriminate use of IT and their applications – that destroyed the many business sectors including Manufacturing in America! Whose America is it to allow such repeating of the same mistakes, while pillaging of the jobs of decent, honest, hardworking employees?