ABC Book List

PROPOSED COMPETENCY WISE BOOK LIST FOR OFFICERS UNDER INDIVIDUAL CONTRIBUTOR FRAME
OF THE BEHAVIORAL COMPETENCY FRAMEWORK (A/B/C)
Proposed Booklist for Competency Development-

Individual Contributor Frame
(For Officers from Grade A to Grade C)
This list provides possible list of books that our officers can select from and read to channelise the applicable learnings in their area of operation and
develop / strengthen their specific competencies. This list may be referred to by the officer and his Reporting Officer for deciding upon the reading /
study material towards his competency development.
Since this is an indicative guide on the possible books- competency-wise, we invite suggestions to enrich the list of books under each competency.
Page 1 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY DEVELOPMENT RESOURCES
Contents
Competencies Page No
1. Dynamic Customer Focus ............................................................................... 3-6
2. Active Learining & Agility................................................................................... 7-9
3. Creative Teamwork ..................................................................................... 10-11
4. Enduring Commitment & Initiative ...................................................................... 12
5. Drive for Excellence ...................................................................................... 13-14

COMPETENCY: DYNAMIC CUSTOMER FOCUS

HPCL BEHAVIORAL COMPETENCY FRAMEWORK DEFINITION :
DEFINITION: Demonstrates concern for meeting changing customer needs in a manner that provides customer satisfaction
THEMES:- Customer Orientation
Key Competency Indicators
• Continuously observes the impact of various company related actions on the customer and communicate understanding to the relevant authority
• Listens and acts on suggestions/feedback given by customers in an open and unbiased manner
• Consistently gathers and analyzes data on customer needs, market trends and competitor information from identified sources; analyzes information and passes on critical
understanding to the appropriate authority
• Consistently identifies novel approaches to respond to customer needs and issues
Srl No Title Author Description
1 Who Stole My Customer?? Harvey Thompson Who Stole My Customer? - offers unique and powerful insights into the world of acquiring and retaining
Winning Strategies for Creating customers. Most importantly it provides new approaches to keeping existing customers from defection. A
and Sustaining Customer must- read in today's challenging business environment.
Loyalty This book advances the groundbreaking work of Thompson’s first book, The Customer Centered Enterprise,
and in many ways is more readable, more practical and more actionable. This quick read provides very
pointed questions, exercises; information and motivation to help any organization move closer to a customer
defined ideal vision of a value creating future state. It encompasses business strategy, customer loyalty,
company culture, and operational excellence in ways that few works attempt, much less achieve.
2 Managing the Customer Shawn, Forum, et Shaun's book uncovers the secrets on how to sustain the performance and growth of a company. He
Experience: Turning Customers al illustrates his proven model with a number of live cases we can benchmark. Unlike others in the field, Wheeler
into Advocates and Smith lay out what you need to do to consciously design a business that consistently gives the customer
an experience that lives up to their brand. In the rush to cost control, we often forget that it's easy to make life
difficult for the customer, and the result is massive damage to the brand, even to the point of destroying the
organization. A must read, especially in uncertain times, where the tendency will be to cut, without regard for
the customer.
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COMPETENCY: DYNAMIC CUSTOMER FOUCU…contd

THEMES: Customer Orientation
3 Hug Your Customers : The Jack Mitchell This book goes into great detail on what things a person needs to do, not just the fact that he needs to do them. It
Proven Way to Personalize is inspirational and motivational for anyone dealing with any kind of customer. Concise, easy to read guidebook.”
Sales and Achieve Astounding This is a mixture of wonderful, insightful anecdotes, along with brilliantly simple and useful advice.” The text reveals
Results secrets for developing long- lasting business relationships and customer loyalty. Shows how to include personal
touches that impress and satisfy the customer.
4 Creating Customer Evangelists: Guy "Evangelism marketing" is the process of getting buyers to believe in a product or service so much that they are
How Loyal Customers Become Kawasaki compelled to tell others about it. It explains how to develop evangelism marketing strategies and programs that will
a Volunteer Sales Force (Foreword), create communities of influencers who can expand and drive sales for a company. Geared toward both employees
et al and managers, the text provides the psychological underpinnings of a "delightful" customer experience, the
attributes necessary for such an experience to occur, and plenty examples of companies successfully deploying a
customer-centric enterprise. It also provides an in-depth examination of seven companies who have built success
upon the foundation of customer evangelism as compelling evidence, to both substantiate the customer
evangelism framework and to demonstrate its applicability in practice.
Page 2 of 4

COMPETENCY: DYNAMIC CUSTSOMER FOCUS…contd


This worldwide bestseller highlights the most recent trends in global marketing-with an emphasis on the
5 Marketing Management Philip Kotler importance of teamwork between marketing and all the other functions. It introduces new
perspectives in successful strategic market planning, and presents additional company examples of
creative, market-focused, and customer-driven action. Coverage includes a focus on customer relationship
management, partner relationship management, the Internet and its effects and uses, brand building and
brand asset management, alternative go-to-market channels, and marketing around the globe. Topics
discuss market-oriented strategic planning, analyzing consumer markets and buyer behavior, dealing with
the competition, designing pricing strategies and programs, and managing the sales force
Gitomer shares his tips on how to be a successful salesperson. He provides motivational advice and
6 The Sales Bible : The Ultimate Sales Jeffery Gitomer practical techniques for initiating, maintaining, and closing a sales presentation. A good book for persons
Resource, Revised Edition just getting started in this field or those needing an inspirational pep talk. It is accompanied by flash cards
and a computer disc on sales techniques. Listed as one of "The Ten Books Every Salesperson Should Own
and Read", this book gives sales professionals the right answers to questions like:
How to make sales in any economic environment, Top-down selling, How to fill the sales pipeline with
prospects ready to buy, How to use the right questions to make more sales in half the time
Page 3 of 4

COMPETENCY: DYNAMIC CUSTSOMER FOCUS…contd

The Customer Delight Principle shows how customer delight -not mere satisfaction - drives repeat purchasing
7 The Customer Delight Timothy L. and customer loyalty. The book details how a company can build a customer delight-oriented organization and
Principle : Exceeding Keiningham, Terry reveals many of the roadblocks that one is likely to encounter. How to monitor customer delight results, including
Customers' Expectations Vavra measurement and validation against revenue, is covered, as is formulating payback curves for a customer
for Bottom-Line Success delight investment, resources for customer delight improvements, and the continued benchmarking of results.
The author presents a new approach to value creation; showing that the traditional, firm-centric view of value
8 The Future of Competition: C. K. Prahalad, creation is being challenged by active, connected, and informed consumers. It offers readers a stimulating look
Co-Creating Unique Value Venkat Ramaswamy at a fascinating movement toward the possibilities opened by new technologies that allow consumers
with Customers themselves to interact with and directly add value to their chosen product. Drawing upon real-life examples, and
focusing on the key foundations of co-creation - dialogue, access, risk assessment, and transparency, the book
offers a revolutionary wealth of insights into marketplace trends of the present and the near future.
The author provides a 5-step model and critical tools necessary for creating and managing a successful Value
9 Value-Based Marketing for J. Nicholas DeBonis, Delivery strategy, which will help a company to compete profitably in its marketplace by: 1) identifying the value
Bottom-Line success : 5 et al expectations of target customers; 2) selecting values on which it wants to compete; 3) analyzing the ability within
Steps to Creating the organization to deliver that value; 4) communicating & selling the value message; 5) delivering value
Customer Value promised & improving the company’s value model. The author offers how to create and sustain competitive
advantage while delivering customer value and offers a method for quantifying customer lifetime value).
Page 4 of 4

COMPETENCY: ACTIVE LEARNING & AGILITY

DEFINITION: Pursues new knowledge for improvement and operates from a commercial mindset, promoting the best interests of business
THEMES: Adapting to Change Learning Ability Market / Commercial Awareness

• Shows willingness to learn new methods, procedures, techniques or systems resulting from departmental or organization-wide change
• Strives to acquire and demonstrates working knowledge of other operational areas to ensure smooth running of operations
• Demonstrates ability to acquire relevant information on competitive activities in own area through the field force
• Collects data about various options from varied sources, evaluates potential trade offs of various options and takes prompt decisions / actions accordingly
1 Leading Change John P. Kotter Kotter's books reads almost like a case study on "make the 8 basic mistakes, relax and watch chaos emerge".
After reading the chapters, the answers come to surface with surgical precision. Implications for the Twenty-First
Century - consists of two chapters. In the chapters, Kotter also discusses the organization of the future. In
particular, the impact of the future on the eight stages in the change process. Practical approach to an organized
means of leading, not managing, change.
Other alternatives in line with this book include Sun Tzu 's classic, "The Art of War" and Peter Drucker's
Management Challenges for the 21st Century
2 Breakthrough : How Great Bill Davidson Davidson gives first- hand experiences with numerous successful breakthrough companies and synthesizes
Companies Set Outrageous practical principles on how to craft and achieve the objectives" like various companies' success cycle. Several new
Objectives and Achieve Them ideas that capture critical emerging trends in management. There are many powerful detailed examples, with a
close- up, real- time view of leaders in action. There are two very useful frameworks - for strategy formulation
includes some new thinking on the difference between segments, niches and mainstsream markets that sheds new
light on strategic positioning.
This book describes all the ways breakthrough companies separate themselves from their rivals, including:
Starting and managing the success cycle, Focusing on a single core strategy, Understanding competitive realities
and opportunities, Innovating at the core of the company, Following a framework for transformation, etc
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• Collects data about various options from varied sources, evaluates potential trade offs of various options and takes prompt decisions/actions accordingly
3 The Power of Appreciative Diana The Power of Appreciative Inquiry describes a new strategy that inspires people to bring about a higher
Inquiry: A Practical Guide to Whitney, et al performance level in the organization. This method encourages people to study, discuss, learn from, and build on
Positive Change what works well when they are at their best, rather than focusing on what’s going wrong. The book introduces the
concept of Appreciative Inquiry (AI) which is a method of organizational change and improvement that focuses on
what is called the 4D Cycle: Discovery, Dream, Design, and Destiny. It provides practical understanding and
guidelines for Appreciative Inquiry and a new way of viewing the issues and concerns in their organization - a way
that supports positive change and growth.
4 The Power of Alignment : How George This book shows you how to get and keep all the vital elements of your organization aligned and headed in the
Great Companies Stay Labovitz, same direction at the same time. Managers must keep their people centered in the midst of change, deemphasize
Centered and Accomplish Victor hierarchy, and distribute leadership by distributing authority, information, knowledge, and customer data throughout
Extraordinary Things Rosansky their organization. Alignment is a response to the new business reality where customer requirements are in flux.As
pioneers of the alignment concept; the authors have developed this unique approach based on their work with
leading companies throughout the world like Federal Express, the Jet Propulsion Laboratory, etc.
The Power of Alignment, is a must read for all executives. It's well written and loaded with examples and tools that
can be put to work immediately.It goes beyond the theory and gives practical advice on just how to do that.
2 0f 3


• Collects data about various options from varied sources, evaluates potential trade offs of various options and takes prompt decisions/actions accordingly
5 Stretch! : How Great Companies Graeme K. The book shows business leaders how to achieve sustained business growth even in the toughest economic
Grow in Good Times and Bad Deans, Fritz times.The author surveyed some 29,000 global companies over fourteen years and studied more than eighty
Kroeger companies in depth, in order to determine how the best companies continue to grow in good times and bad. Based
on this extensive research and on the best practices of the most successful companies, this book presents a
practical, step-by-step plan for positive organic growth.Through numerous examples and case studies, this text
describes how a pattern of focus on core competencies, attention to operational detail, and an unwavering
commitment supports that growth can be achieved whatever the external conditions might be. The author stresses
and proves that truly great companies find ways to grow no matter the current state of the economy. They focus on
innovation and calculated risk, continuously improving products and jumping into new opportunities for future sales.
A very good guide for individuals taking decisions that would impact company growth chart.
6 The Seeds of Innovation: Elaine This book offers a "how-to" prescription for building creative and strategic innovation skills at all levels of an
Cultivating the Synergy That Dundon organization (rather than focusing on decision-making levels only) and explains how to produce measurable results
Fosters New Ideas that translate directly to the bottom line. Using field-tested concepts and practical examples, and featuring easy-to-
apply processes and concrete thinking tools, this straight-talking book provides a broadly applicable guide to
innovation - one that's not limited to a specific industry sector. The author combines easy-to-understand ideas for
creative thinking with some solid advice on how to make these ideas more 'strategic' or useful- to innovate
continuously and translate the same into profits.
3 of 3

COMPETENCY: COOPERATIVE TEAMWORK

DEFINITION: Willingly cooperates and works collaboratively to achieve the desired goals
THEMES: Team Working Team Building Relationship Management
• Displays respect for and willingness to learn from other team members, listens to the views of other team members in an open, unbiased manner, maintains a calm and pleasing disposition
• Works effectively in groups by actively participating in team discussions, sharing and solicits information / suggestions on a regular basis in a clear and concise manner
• Demonstrates ability to balance individual and team priorities, lends a hand when needed, upholds group decisions to come up with the most effective plan of action and complete
shared tasks
• Maintains continuous interaction with people to get to know them better and establish good relationships, identifies people who are de-motivated and counsels them effectively

1 Zapp! The Lightning of Jeff Cox, Most managers know that revitalization in their companies must occur from the ground up. But how to get that message to employees
Empowerment: How to William without applying the kind of pressure that makes them even less productive? The answer is empowerment. In this motivating book, you
Improve Productivity, Byham will find specific strategies designed to help you encourage responsibility, acknowledgment, and creativity so that employees feel they
Quality, and Employee "own" their jobs. A very good book with some wonderful ideas and insight. Recommended for anyone who has trouble relating to
Satisfaction colleague from a management standpoint or just as an individual to individual.
2 Conflict Resolution Daniel A very encouraging, readable book. Offers tips for being smart when managing conflict, how-to hints and practical advice for avoiding
Dana mistakes, case studies and examples showing how others have managed conflict. Hands-on, solution-oriented book to learn: 4 primary
tasks of preventive mediation, Practical tools for mediating conflicts. Features eye-catching icons and checklists, to guide individuals
step-by-step through everyday situations.
3 Coping with Difficult Ph.D Learn the seven basic steps that allow you to manage with just about anyone. Bramson provides an amazingly easy-to-read yet useful
People Robert M. strategy for coping and managing (primarily in the workplace) with difficult people. Rather than attempt to give advice on assertiveness
Bramson training seven different types namely "hostile-aggressives", "complainers", "silent and unreasponsives", "super-agreeables", "negativists",
"know for the reader, Bramson instead encourages the reader to more carefully observe the situation and analyze difficult behavior.This
book divides difficult people into -it-all experts" and "indecisives". Each type of behavior is explained and real-world examples of each in
action are given. The forte of the book is how it explains how to deal effectively with each type.He really focuses on the fact that we can't
change others, we can only change how we chose to respond, which is vital.
Page 1 of 2

COMPETENCY: COOPERATIVE TEAMWORK

DEFINITION: Willingly cooperates and works collaboratively to achieve the desired goals
THEMES: Team Working Team Building Relationship Management
• Displays respect for and willingness to learn from other team members, listens to the views of other team members in an open, unbiased manner, maintains a calm and
pleasing disposition
• Works effectively in groups by actively participating in team discussions, sharing and solicits information / suggestions on a regular basis in a clear and concise manner
• Demonstrates ability to balance individual and team priorities, lends a hand when needed, upholds group decisions to come up with the most effective plan of action and
complete shared tasks
• Maintains continuous interaction with people to get to know them better and establish good relationships, identifies people who are de-motivated and counsels them
effectively
4 Beyond Teams : Building Michael M. "Beyond Teams" is a good reference for anyone interested in charting or changing results in their collaborative networks.
the Collaborative Beyerlein, From the standpoint of anyone involved in Organizational Behavior/ Organizational Development, from manager, practitioner,
Organization et al or team member, this book provides many useful insights and has the feel of actual fieldwork
5 The 17 Essential John Maxwell takes the pain out of knowing what makes a team tick. If you want to have a better team, you have to develop better
Qualities of A Team C.Maxwell players. Great team players, like great teams, are formed from the inside out. The qualities Maxwell teaches quickly take you
Player Becoming The to the heart of teamwork. He also provides an on-line self assessment on each component.
Kind Of Person Every
Team Wants
Page 2 of 2

COMPETENCY: ENDURING COMMITMENT AND INITIATIVE

DEFINITION: A personal commitment to do things better and ensure success even in unpredictable or changing work environment
THEMES: Ownership / Accountability Role Modeling Influencing
• Takes efforts beyond what is minimally required in the assignment, task or job description to ensure success in the task or project assigned
• Demonstrates initiative in making detailed proposals which yield improvement in service levels or cost reduction and convinces superiors about it by highlighting its benefits
• Displays awareness of own strengths and weaknesses, and takes personal ownership and accountability of commitments made by self, team or organization and demonstrates
willingness to try new ideas to ensure achievement of those commitments
• Speaks positively and passionately about the company during internal and external interaction and demonstrates commitment to the company’s value system in speech and action
This guide offers an integrated approach to testing and improvement. One that is designed to deliver quick and
1 The Improvement Guide : A Gerald J. substantial results. Using simple stories to illustrate core ideas, the authors, all active consultants, introduce a new,
Practical Approach to Langley, et al flexible model for improving quality and productivity in diverse settings. They draw from research conducted in a variety
Enhancing Organizational of areas? Manufacturing, government, and schools? to present a practical tool kit of ideas, examples, and applications.
Performance Included is a Resource Guide to Change Concepts so even beginners can utilize the tested techniques of some of the
world's most experienced practitioners.
Page 1 of 1

COMPETENCY: DRIVE FOR EXCELLENCE

DEFINITION: Demonstrates drive for results and operational excellence through innovation and courageous decisions
THEMES: Results Orientation Operational Excellence Risk Taking / Innovation
• Demonstrates continual drive towards setting and achieving targets higher and faster than competition
• Makes quick, thoughtful decisions in the face of uncertainty and displays courage to commit to the course of action
• Continuously looks for, identifies and uses novel and innovative approaches while responding to internal/external customers and solving problems
• Finds and employs better, faster, less expensive, or more efficient ways to do things while continuously keeping an eye for good quality
1 Lean Six Sigma for Michael L. Lean Six Sigma for Service provides a service-based approach, explaining how companies of all types can cost-
Service : How to Use George effectively translate manufacturing-oriented Lean Six Sigma tools into the service delivery process. This book provides
Lean Speed and Six real-world examples from situations where the critical determinants of quality and speed are the flow of information and
Sigma Quality to the interaction between people. The numerous case studies demonstrate how Lean Six Sigma can be used in service
Improve Services and organizations just as effectively as in manufacturing--and with even faster results. He points out (in a non-technical way)
Transactions both the differences in Lean and Six Sigma, and how they complement each other. He does this through some
description of the Lean and Six-Sigma techniques, and follows up with some revealing case studies, how Lean and Six-
Sigma tools can apply to services.
2 The GE Work Out : How Work-Out helps to create a culture where everyone began playing a part, everyone's ideas begin to count, and leaders
to Implement GE’s lead rather than control. The GE Work-Out provides hands-on examples and case histories to help one implement GE's
Revolutionary Method heralded Work-Out methodology in the organization. Work-Out addresses the issue of how to cut through bureaucracy to
for Busting Bureaucracy solve small and large organizational problems quickly.Sound advice for delivering speed, simplicity, and solutions. Work-
& Attacking Out has been successfully adapted to any type of organization - public or private, commercial or non-profit, large or small.
Organisational Problem In all of these organizations, no matter what the issue, the process remains much the same.
1. Bring together the people from the organization who know the issues best
2. Challenge them to develop creative solutions
3. Decide on the solutions immediately in a public forum
4. Empower people to carry them out
Page 1 of 2

COMPETENCY: DRIVE FOR EXCELLENCE

DEFINITION: Demonstrates drive for results and operational excellence through innovation and courageous decisions
THEMES: Results Orientation Operational Excellence - Risk Taking / Innovation

• Demonstrates continual drive towards setting and achieving targets higher and faster than competition
• Makes quick, thoughtful decisions in the face of uncertainty and displays courage to commit to the course of action
• Continuously looks for, identifies and uses novel and innovative approaches while responding to internal/external customers and solving problems
• Finds and employs better, faster, less expensive, or more efficient ways to do things while continuously keeping an eye for good quality
3 The On-Time, On Target Ken Blanchard Story telling is a very effective way of driving home powerful lessons. Regardless of age, the human mind retains the "moral of the
Manager : How a “Last- Stev Gottry story". Ken Blanchard gives us another story, another hero and another lesson. Easy to read and remember, this book is helpful to
Minute Manager” most. It is important to realize how postponing of seemingly unimportant and routine tasks can lead to a snowballing effect on the
Conquered really critical issues on hand. A simple read with an engaging character, and practical strategies any professional can put into
Procrastination practice to improve his or her performance.
4 The Strategy Focused Robert The creators of the Balanced Scorecard introduce a new approach that makes strategy a continuous process owned not just by top
Oranization : How S.Kaplan David management, but by everyone. They share the results of ten years of learning and research into more than 200 companies that
Balanced Scorecard P. Norton have implemented the Balanced Scorecard. They articulate five key principles required for building Strategy-Focused Organizations:
Companies Thrive in the (1) translate the strategy to operational terms, (2) align the organization to the strategy, (3) make strategy everyone's everyday job,
New Business (4) make strategy a continual process, and (5) mobilize change through strong, effective leadership. A practical framework steeped
Environment in rich case study experience, the book helps solve a universal management problem-how to make strategies work
This book is a professional and managerial guide to decision making, with a collection of articles on the subject from leading
5 Harvard Business Peter F. business scholars. Topics covered include traps in decision making, problem analysis, the effective decision, and humble decision
Review on Decision Drucker, et al making. It is designed to bring today's managers and professionals the fundamental information they need to stay competitive in a
Making fast-moving world. The articles will help people at all levels understand the fundamental theories and practices of effective decision
making so that they can make better decisions in life.
Page 2 of 2


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PROPOSED COMPETENCY WISE BOOK LIST FOR OFFICERS UNDER INDIVIDUAL CONTRIBUTOR FRAME

OF THE BEHAVIORAL COMPETENCY FRAMEWORK (A/B/C)

Proposed Booklist for Competency Development-

(For Officers from Grade A to Grade C)

Page 1 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

2. Active Learining & Agility................................................................................... 7-9

3. Creative Teamwork ..................................................................................... 10-11

4. Enduring Commitment & Initiative ...................................................................... 12

5. Drive for Excellence ...................................................................................... 13-14

Page 2 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: DYNAMIC CUSTOMER FOCUS

Srl No Title Author Description

Page 3 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: DYNAMIC CUSTOMER FOUCU…contd

Page 4 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: DYNAMIC CUSTSOMER FOCUS…contd

THEMES: Customer Orientation

Page 5 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: DYNAMIC CUSTSOMER FOCUS…contd

Page 6 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: ACTIVE LEARNING & AGILITY

THEMES: Adapting to Change Learning Ability Market / Commercial Awareness

Srl No Title Author Description

Page 7 of 14 HINDUSTAN PETROLEUM CORPORATION LIMITED

COMPETENCY: ACTIVE LEARNING & AGILITY

Srl No Title Author Description

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COMPETENCY: ACTIVE LEARNING & AGILITY

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COMPETENCY: COOPERATIVE TEAMWORK

Srl No Title Author Description

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COMPETENCY: COOPERATIVE TEAMWORK

Srl No Title Author Description

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COMPETENCY: ENDURING COMMITMENT AND INITIATIVE

Srl No Title Author Description

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COMPETENCY: DRIVE FOR EXCELLENCE

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COMPETENCY: DRIVE FOR EXCELLENCE

Key Competency Indicators

Srl No Title Author Description

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