Embedded Files
Principles Above All: The Shuchita Prakashan Story
1. Student Name: Archana Dubey
2. Issue: CA Final Scanner with 1 farma missing received by her
3. CRM Manager: Pratistha Chaturvedi
4. Secretary: Sil Dada
5. People who called to express apologies to the student:
5.1. Pratistha Chaturvedi – CRM Manager
5.2. Admin Department
5.3. Sil Dada
5.4. Director Sir
6. Solutions to the Issue (Time-Wise)
6.1. Pratistha Chaturvedi – Sent the copy of the missing pages to the student
6.2. Sil Dada – Sent a new Scanner to the Student and asked her to send the wrong one back
6.3. Director Sir – Asked her to enjoy her new book and not send the wrong book back
One fine morning, the office of Shuchita Prakashan was rumbled by the arrival of a letter. The white envelope containing an unseeming letter unbeknownst to all, had the mileage to rattle and eventually cement the towering principles, Shuchita Prakashan had stood by since its inception in 1991.
Given the letter was addressed to the CRM the Admin department duly took the letter to the CRM Manager then; Pratistha Chaturvedi, a larger-than-life personality with the chops to lead with an iron fist was the first one to open the letter.
The letter was signed by ‘Archana Dubey’, a CA final candidate from Gurugram. And the letter explained the plight of the Miss Dubey. Miss Dubey being a CA aspirant had purchased a Scanner to aid in her preparation from the famed and one of our favorite booksellers, Pooja Law House - Party no. 426. Never did she know the fact that unfortunately she had bought a Scanner with a fatal flaw, a flaw that she only did recognize when she opened the book at home. 16 pages of the book or; in publishing terms, 1 farma was missing!
Miss Dubey explained the flaw in a very eloquent and polite demeanor in her letter but our CRM Manager understood the gravity of this error and straightaway ran towards the library fetched the corresponding Scanner Miss Dubey had purchased and roared to her team to get the missing pages scanned, printed and shipped to her address right away. While she herself scurried to the nearest phone and called Miss Dubey and apologizing profusely for the challenge she had to face because of a fault at our end. Miss Chaturvedi after her heartfelt apology informed Miss Dubey that the missing pages from her book had been shipped to her. After being notified of the corrective action we had took Miss Dubey was satisfied and thanked us and went about her day.
After the call from the CRM Manager, Admin Department called Miss. Dubey informing that missing content has been dispatched to her address and apologized for our shortcoming to the student.
Though the CRM Team took a sigh of relief after the immediate corrective action, the manager was not content by the corrective actions she had taken. Like a sailor standing on the shore at night watching the red clouds roll amidst the cool breeze; she knew this was the silence before the storm as she shifted her gaze to the empty parking lot, where the white alto yet to arrive; Director Sir was at the University.
Suddenly a realization coursed through her veins, “THIS IS NOT WHAT SHUCHITA STANDS FOR!”, sending some mere pages wasn’t going to fix the error, the student might be satisfied with the quick-fix, but how can we? How could Shuchita Prakashan, a company that places culture above all and accountability at the heart take a short cut? Short answer – It Cannot!
With these questions in mind Miss Chaturvedi took hesitant steps towards the desk of Sil Dada. Sil Dada was the secretary to Director Sir, Sil Dada being one of the founding employees of the company and Director Sir’s closest aide was a seasoned man in the principles our company runs by.
TheCRM Manager approached Sil Dada and called his name, Dada turned towards her with a smile on his face, and as he started hearing about the issue that had just unfolded, his face turned from curious one to a one of disappointment with a hint of anger.
“What do you mean, you’ve sent our student some papers by post, Pratistha? Did the student buy a book from us or some pages?”, asked Sil Dada in a inquisitive and disappointed tone.
“Book Sir”, replied Miss Chaturvedi with in a passive tone.
“Then we must send her a book na, Beta?” said Sil Dada. “Give me her number, I shall call the student and address the situation myself.”
Sil Dada called Miss Dubey and apologized for our mistake profusely, he informed her that we are sending her a new brand-new Scanner. This new revelation confused Miss Dubey and she asked that she had been told that we had sent her the missing pages by post. To which Sil Dada clarified that yes, earlier in the morning the missing pages had been sent to her. Yet according to the standards and principles Shuchita Prakashan stands by, this was not a worthy solution to this error; our mistakes and our errors should not be beared by our students. And she had paid for a book and she should get a book in return, a correct book, the right book.
Miss Dubey asked Dada, “What should I do with the book I already have sir, now that you have send me a new book?.”
“Don’t worry ma’am, you can send the book back to us at the office and that would be all.”, replied Sil Dada.
Miss Dubey was even more content now, she had got an even better resolution to her issue, and she went about her day.
It was late afternoon, and Director Sir arrived at the office. And as Sil Dada was briefing Director sir about the daily happenings and upcoming agendas the case of Miss Dubey and the missing pages grabbed Sir’s attention.
“What about the missing pages Dada?”, asked Director Sir in a curious tone.
Sil Dada explained the issue in detail to sir, and was taken aback with the last thing Dada said to Miss Dubey (“Don’t worry ma’am, you can send the book back to us at the office and that would be all.”)
After listening to the issue, Director sir shook his head in disappointment as said to Sil Dada, “Sil Sahab ye ho nahi sakta.”
“Why should our student return the book and foremost, why should the student pay to return her book? This was our fault and the student is not supposed to pay a dime for a mistake we committed Dada.” Said Director Sir eloquently yet sternly. “Give me her number Dada, I’ll talk to her and ask her not to send the book and express my apologies to her personally”
Dada complied and immediately gave him Miss Dubey’s contact number.
“Hello, is this Miss Archana Dubey?”, asked Director sir over the call. “I am Arun Kumar, the Director and Founder of Shuchita Prakashan.”
Never had Sir the chance to fully express his apologies for the error and ask her not to send the book back, Miss Dubey expressed her own delight and awe to the level of care and accountability that our company went to into addressing and correctiong this mistake.
“Sir, I’ve never seen such a company, in no time the letter arrived at your office I had four calls - one from the CRM Team, then from the admin department, then from your secretary and now yourself, the director of the company; calling and apologizing for a minor mistake. Such a top notch and dedicated team is one which I’ve never had the chance to see or experience before now.” Said Miss Dubey with a voice filled with gratitude and respect.
Listening to the delight of a student even Director sir let out a smile and continued to address the situation. Sir asked her not to send the book back to us and instead keep it with herself. Miss Dubey was perplexed and asked what to do with the book then?
“Do whatever you please beta, it’s your book – donate it someone who is less fortunate or keep it with yourself.” Replied Director Sir.
Sir wished her luck for her upcoming exams and asked her to feel free to contact our team for any assistance related to her preparation.
As the day drew to a close, the office of Shuchita Prakashan hummed with a renewed sense of purpose and integrity. The incident with Miss Archana Dubey had not only been resolved with utmost care and diligence but had also reignited a fervent commitment to the company's founding principles. Director Sir, with his unwavering dedication to excellence and compassion, had personally intervened to ensure that Miss Dubey received not just a quick fix, but a solution befitting the high standards Shuchita Prakashan stood for.
With the matter resolved, the entire team reflected on the importance of upholding good principles and moral values in every aspect of their work. It wasn't just about rectifying mistakes; it was about going above and beyond to ensure the well-being and satisfaction of their students. As they dispersed for the day, each member carried with them a renewed sense of pride in their work and a deep understanding of the significance of their roles in shaping the lives of those they served. For at Shuchita Prakashan, it wasn't just about selling books; it was about fostering a community built on trust, integrity, and a genuine concern for the needs of their students, ensuring that everyone associated with the company, directly or indirectly, found value and fulfillment in their journey with them.
सिद्धांत सर्वोपरि: शुचिता प्रकाशन की कहानी
1. छात्रा का नाम: अर्चना दुबे
2. समस्या: उन्हें प्राप्त CA Final Scanner में 1 फर्मा (16 पृष्ठ) कम था
3. CRM मैनेजर: प्रतिष्ठा चतुर्वेदी
4. सचिव: सिल दादा
5. जिन लोगों ने छात्रा से माफ़ी मांगने के लिए कॉल किया:
5.1. प्रतिष्ठा चतुर्वेदी – CRM मैनेजर
5.2. एडमिन विभाग
5.3. सिल दादा
5.4. डायरेक्टर सर
6. समस्या का समयानुसार समाधान:
6.1. प्रतिष्ठा चतुर्वेदी – छात्रा को गायब पृष्ठों की कॉपी भेजी
6.2. सिल दादा – छात्रा को एक नई Scanner भेजी और पुरानी किताब वापस भेजने को कहा
6.3. डायरेक्टर सर – छात्रा से कहा कि वह नई किताब का आनंद लें और पुरानी किताब वापस न भेजें
एक सुबह, शुचिता प्रकाशन के कार्यालय में एक सफेद लिफाफा आया। साधारण-सा दिखने वाला यह पत्र किसी तूफ़ान से कम नहीं था, जिसने एक बार फिर यह साबित कर दिया कि शुचिता प्रकाशन आज जहाँ है, वहाँ अपने मूल सिद्धांतों के कारण है, जिन पर 1991 से यह संस्था अडिग खड़ी है।
पत्र CRM के नाम था, इसलिए एडमिन विभाग ने उसे CRM मैनेजर — प्रतिष्ठा चतुर्वेदी को दिया। प्रतिष्ठा जी एक कर्मठ, तेज-तर्रार और ज़िम्मेदार प्रबंधक थीं। उन्होंने पत्र खोला और पढ़ा — यह था गुरुग्राम की CA Final की छात्रा अर्चना दुबे का पत्र।
अर्चना ने लिखा था कि उन्होंने पूजा लॉ हाउस से हमारी "Scanner – CA Final" खरीदी थी, लेकिन जब उन्होंने घर जाकर किताब खोली, तो पाया कि उसमें 16 पन्नों (1 फर्मा) की कमी थी।
पत्र बहुत ही विनम्रता से लिखा गया था, लेकिन CRM मैनेजर ने इसकी गंभीरता को तुरंत समझा। उन्होंने तुरंत लाइब्रेरी से वही Scanner निकाली, उसके गायब पेज स्कैन करवाए और उसी समय छात्रा के पते पर भेज दिए। साथ ही उन्होंने खुद फोन करके माफ़ी भी मांगी और बताया कि पेज भेज दिए गए हैं। अर्चना जी ने संतोष जताया और धन्यवाद दिया।
इसके बाद एडमिन विभाग ने भी कॉल कर छात्रा से माफ़ी मांगी और सूचित किया कि सामग्री भेज दी गई है। यहाँ तक सब ठीक लग रहा था, लेकिन CRM मैनेजर को कुछ अधूरा-सा लगा। जैसे किसी नाविक को रात में समंदर की लहरों में कोई अनहोनी महसूस हो।
वो बोलीं – "क्या सिर्फ़ पन्ने भेज देना ही हमारी ज़िम्मेदारी है?"
“यह शुचिता का तरीका नहीं है।”
यह सोचते हुए वह गईं सिल दादा के पास — जो कंपनी के संस्थापक सदस्यों में हैं और डायरेक्टर सर के सचिव हैं। जब प्रतिष्ठा जी ने पूरी बात बताई, तो सिल दादा का चेहरा गंभीर हो गया।
उन्होंने कहा,
"बेटा, छात्रा ने किताब खरीदी है या कुछ पन्ने?"
प्रतिष्ठा जी बोलीं – “किताब, सर।”
दादा बोले –
"तो उसे किताब ही भेजनी चाहिए ना? अभी उसका नंबर दो, मैं खुद बात करता हूँ।"
सिल दादा ने छात्रा को कॉल कर माफ़ी मांगी और बताया कि एक नई, सही Scanner भेजी जा रही है। छात्रा ने पूछा कि पुरानी किताब का क्या करना होगा?
सिल दादा बोले –
"आप वापस भेज दीजिए, यही काफी होगा।"
अब छात्रा पहले से भी अधिक संतुष्ट थी।
दोपहर को डायरेक्टर सर (अरुण कुमार जी) ऑफिस पहुंचे। जब सिल दादा ने उन्हें पूरे दिन की जानकारी दी, तो अर्चना दुबे के मामले पर उनका ध्यान गया।
उन्होंने पूछा –
"क्या छात्रा को पुरानी किताब वापस भेजनी होगी?"
सिल दादा बोले – "हाँ सर, मैंने यही कहा।"
डायरेक्टर सर ने तुरंत कहा –
"सिल साहब, ये नहीं हो सकता।"
"जिस गलती के लिए हम ज़िम्मेदार हैं, उसका बोझ छात्रा क्यों उठाए? और वह डाक का खर्चा क्यों करे? ये हमारी ग़लती है, उसकी नहीं। मुझे उसका नंबर दो, मैं बात करता हूँ।"
डायरेक्टर सर ने छात्रा को फोन किया और कहा –
"मैं शुचिता प्रकाशन का संस्थापक, अरुण कुमार बोल रहा हूँ।"
छात्रा चकित रह गई — इतने कम समय में CRM, एडमिन, सचिव और अब डायरेक्टर खुद कॉल करके माफ़ी मांग रहे थे।
उसने कहा –
"सर, मैंने ऐसा कोई प्रकाशक नहीं देखा जो इतनी ईमानदारी और संवेदनशीलता से काम करे।"
डायरेक्टर सर ने मुस्कुराते हुए कहा –
"पुरानी किताब वापस मत भेजिए, आप उसे किसी ज़रूरतमंद को दे दीजिए या खुद रख लीजिए। यह आपकी किताब है।"
उन्होंने छात्रा को आगामी परीक्षा के लिए शुभकामनाएं दीं और कहा कि कभी भी सहायता चाहिए तो हमारी टीम से संपर्क करें।
जैसे-जैसे दिन ढला, शुचिता प्रकाशन का कार्यालय एक नई ऊर्जा और नैतिकता से भर गया। यह केवल एक समस्या का समाधान नहीं था, बल्कि यह एक पुनः स्मरण था कि क्यों शुचिता प्रकाशन केवल एक पब्लिशिंग हाउस नहीं, बल्कि एक मूल्य आधारित संस्था है।
यह कहानी हमें सिखाती है कि —
✅ गलती मानना कमजोरी नहीं, ताकत होती है
✅ ग्राहक नहीं, छात्र पहले हैं
✅ हर चुनौती, एक मूल्य का अवसर है
✅ सिर्फ़ समाधान नहीं, सही समाधान देना ज़रूरी है
Page updated
Report abuse