"Nepali customers are more receptive"
C. P. Shriniwas, Manager- Service-Technical Cell, Overseas Operations, Automotive Sector of India's vehicles major Mahindra & Mahindra (M&M), was in Kathmandu in July 2007 in connection with various customer support activities. Excerpts from an interview:
What is the purpose of your visit to Nepal?
Mahindra is selling its products all over the world and Nepal is one of its big markets. Since we had our vehicles here, we had our engineer stationed here some two and half years back. After he returned back only a few people visited here. Now we have more customer interaction, distributor interaction and dealer interaction. We are carrying out service camp along with free eye and blood pressure check up camp. It is because if the customer who is driving our vehicle is fit and healthy he/she will enjoy driving the vehicle. This is to show people of Nepal that Mahindra not only care their vehicles but also people who drive these vehicles.
What are the differences you find in the behaviour of your customers in Nepal compared to India?
Customers are customers irrespective of countries they belong to. However, when compared to Indians, the Nepali customers are more receptive toward what Mahindra wants to convey to them. For example, recently two customers complained that they were not comfortable with four wheel drive. We found out that they did not know how to use it and when we taught them about it they were enlightened to learn. But back in India, it is different. Customer says, “Are you trying to teach me? I know better than you.”
What is M & M’s market share in Nepal?
Nepal is the biggest market for us in our international operation after South Africa. Our market share in Nepal is 48 percent in case of multi-utility vehicle segment. The number is very high considering the fact that all global players have their presence in Nepal. When you go outside Kathmandu valley, you only see Mahindra vehicles. In some of the cities, like Birtamod, we have 98 percent market share.
Who are your major competitors in Nepal and why do you think that the people should go for M & M vehicles?
Our segment is totally different. We have competitors like Toyota, Tata here. But our product is different from theirs. Our products range from simple cargo carrying vehicle to luxury vehicle like Scorpio. Our competitors do not have such broad range. We have four-wheel drives whereas Tata is not offering that in Nepal in their goods carrying category. Our products are very robust and are suitable for Nepali roads. That’s why we are pretty ahead of our competitors.
It is felt that you are not doing aggressive marketing in Nepal. What is the reason behind this?
No. I do not know what made you feel that. We have been doing very aggressive marketing here. That is how we have achieved of 48 percent market share. Now, even some of our venders in India, who used to supply parts like tyres, battery etc. have opened up their authorized showrooms in Nepal. All these facts show we are aggressive in Nepali market.
What are your plans for the future for Nepal?
We have recently launched Scorpio double cab in Nepal. Also other products which come under Mahindra line will be uploaded in Nepal. So in Nepal we will offer all ranges of our products that we are offering in India and other parts of the world. Our engineers and almost all of our vendors will setup their business here. This will make sure that the spareparts are easily available and servicing of vehicle would be more effective. Nepali customers will not only be supported by Mahindra but by our vendors also.
What are the problems you have been facing in Nepal operations?
Basically due to political instability in Nepal we are facing problems of strikes and lockout. Our products have to cross the border and due to all those blockades there is often delay in supply of parts. Once there is stability this place has no problem in regard to supply and other things.
"Nepal has huge demand supply gap in med education"
HCMI (S) Pte Ltd., the Singapore based global healthcare recruitment and educational network, has now started operating also in Nepal. To launch its services in Nepal, Baljit Singh, Managing Director of the company was in Kathmandu recently. Excerpts from an interview:
How does HCMI operate?
HCMI, Singapore is a global healthcare recruitment and educational network that functions in USA, Canada, Singapore, Philippines, India and now in Nepal. It aims at providing young and aspiring healthcare and medical professionals with career guidance as well as multiple opportunities. HCMI operates across the globe with specialized centers at China, India, Philippines, Singapore, Virgin Islands, Canada and USA. The HCMI works closely with reputed medical and health organizations to ensure a balance between the demand and supply of skilled medical professionals.
What did you do during your Nepal stay?
I was here to launch an MBBS program in Nepal. HCMI has developed its own Educational Division to produce young healthcare professionals to provide smart solutions, keeping up with global trends about the rising demands of medical professionals in India, US, UK and other leading developed countries. It would be arranging for MBBS Degrees to the Nepali medical students from various universities accredited under Commission of Higher Education- Government of Philippines. We have seven universities with us and we have 100 seats on each. Hence we are here to fill these seats.
What prompted to select Nepal?
We have already launched MBBS program in India and Bangladesh. We have offices in Delhi, Ahmedabad, Kolkata and Chennai. We received lot of inquires from Nepali students through internet when they read about our programs in India and Bangladesh. We also came to know that the demand-supply ratio in Nepal, that is between patient population to beds and between students to seats in medicine, is grossly imbalanced. Moreover, out of the 20,000 aspiring students, only about one thousand are taken in the medical colleges here. Nepal has huge demand supply gap in medical education. So, there is a huge potential for attracting the students to us. This year, we hope to enroll 500 students from Nepal.
Today, a lot of South Asian students from Bangladesh, India and beyond are coming to Nepal for MBBS studies. What makes you think that Nepali students will go to Philippines?
Firstly, Nepal itself doesn’t have the full capacity to take the total number of aspiring medical students. So, the remaining ones must think of other destinations. That’s where the option of Philippines comes into their minds. Secondly, we have more than 1000 students from US, China, Korea, Japan, Thailand and Malaysia in Philippines. There is a trend of educational tourism in Philippines. The medical education in Philippines was founded by the Americans in 1905. All the courses are equivalent to US degree. The Philippines boasts of an internationally accepted quality of education and is widely recognized as an education gateway to the rest of the world. Its medical education is at par with any other medical education around the world.
What about the MBBS courses in China? Do you foresee them as your competitors?
We don’t want to brainwash the students. It’s upto them to make a decision. But comparatively, Philippines is much more suitable destination for them. There are several competitive advantages of Philippines over China. One, it is an English speaking country. Two, it has its education system at par with US degree. Third, it is inexpensive unlike here where you have to pay donation. And last but certainly not the least, there is a peaceful environment in Philippines. Apart from that, we are also teaching US Medical Licensing Examination (USMLE). If you want to be licensed in U.S., we will teach you how to prepare for the review test in the forth year. We also can assist the students after they graduate from our program to find the openings. We guide them in how to license in different countries.
"We've programmes for those who can't afford full version of Microsoft"
Chris Atkinson, President, South East Asia of Microsoft Operations Pvt. Ltd., Singapore, was in Nepal recently to officially appoint Unlimited NuMedia as the market development partner of the Microsoft in Nepal. Before being appointed the partner, Unlimited NuMedia has already developed a localized language pack of Microsoft's Windows XP and Office for Nepal. Excerpts from an interview with Atkinson:
What are Microsoft's new plans for Nepal?
Microsoft's company mission is to enable businesses and people all over the world to realize their potential. And we are looking to do this in Nepal. Microsoft's business is in software. We have invested a tremendous amount to ensure that our software can be used by people all around the world. And that is also one of the reasons why we have developed both the localized versions of Office and Windows XP. We want as many people as we can reach out to, to experience the power of technology.
Having appointed our market development partners, this will be the same mission and goal that we will extend to and through them. Our partner on the ground will continue to partner closely with us to explore and bring new opportunities and possibilities that will help us deliver accessible software to everyone in Nepal.
Did you do any survey on your product users before appointing your Market Development Partner?
I am responsible for the emerging markets in this region, and having been to countries like Indonesia, Vietnam and Philippines. On the basis of what I see and hear from our customers, I realize that most customers are most comfortable and more open to using software in a language that they are familiar with. And this is one of the reasons why the first products that we have made available in Nepal are our localized language versions of Office and Windows XP. This definitely appeals to our customers of all ages.
Most of the users here share the same pirated copies of Microsoft Windows operating system. Do you have any specific plans regarding this?
What is important is to note that using pirated software is equivalent to stealing. The software that you see and use today is the result of a hard work of developers in other parts of the world who have spent time thinking and coming up with the great software that we are able to use today. If we don't pay for the software for these developers to continue to want to innovate and be rewarded for their innovation, there will come a time when we will not be able to continually deliver innovative software to our users. And that is not a good thing.
We also recognize that not everyone will be able to afford a full version of Office. As a company, we have addressed this in several ways. We launched a low-cost Windows software called Windows Starter edition - which is also the software which is produced in a local language. This is something that has proven successful for us in the emerging markets, and we are hoping to bring that to more parts of the world so that people are able to enjoy our basic software at an affordable price. In addition, we also have other programmes such as Partners in Learning and Unlimited Potential where we seek opportunities in the emerging markets and work to ensure that we can address these gaps by making software available.
Partners in Learning is a programme targeted at the education institutions and schools across the world. We made a commitment of over US $ 250m five years ago, and promised to make software accessible to everyone including students and teachers. This programme has been highly successful and will be one of the key programmes that we will be considering seriously to make available in Nepal.
The other initiative is our work around our Community Technology Learning Programme. This programme is an initiative put together to address the digital gap with the underserved community. We set up Community Technology Learning Centres throughout the world to help the underserved communities access technology and we do plan to roll out that programme in Nepal in the near future.
How do you see Nepal in terms of potential to produce programmers? Do you have any suggestions to give?
There are a few key factors that should be taken into consideration. First is education. And this has to be done in strong co-operation and support with the Nepali government and business communities in Nepal. With these in place will then budding and enterprising developers be able to thrive and make their marks in their career as starting programmers or developers. The other key factor to consider is IPR.
Intellectual property is key to a thriving economy. If innovation is not encouraged and ideas constantly being stolen or pirated, this will not encourage developers or programmers to be enterprising, nor will it encourage innovation. For an ICT programme to be successful, it is important to partner with the government.
How is the market share of your product here in Nepal? What are your plans to increase the existing market share in coming years?
Microsoft does not break out market share figures by the region or countries. It is also fairly premature for us to discuss any market share concepts in Nepal as we are just starting our business here. What is core to us is to ensure that we address issues of growing digital gap between the underserved communities and the society in general. And we do have initiatives which I discussed earlier that we will consider putting in place in Nepal - programmes such as Partners in Learning. Our community affairs programme such as the Community Technology Learning Programme.
I am looking forward to working with our partner closely in Nepal and definitely look forward to coming here more often to help see how we can explore and partner closely with the government to explore ICT progress in this amazing country.
