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Byline: George Hanna
Jul. 2--RISING ABOVE MEDIOCRITY IN THE MARKETPLACE: More than a billion people live in India. So liquid petroleum gas (LPG), commonly used as cooking gas, is big business. And yet, the state-owned petrochemical companies of India are just beginning to understand the difference between a bureaucratic mindset and a business mindset.
A regional sales manager in one of the major state enterprises in energy (we'll call it ABC) told the story of a customer complaint. A stranger on a train, upon finding out that the manager worked for ABC, suddenly became angry.
Apparently, in India, there are many regulations and processes regarding the purchase of LPG. For example, if you change residences, you have to register the change in address. But this particular customer, who tried to register a change in ...