CULTURE
CODE

THE MITHI CULTURE CODE
THE CUSTOMER
SUCCEEDHELP

CULTURE IS
A shared set of
RITUALS
BELIEFS
VALUES
VISION

Mithi's Culture Code is an
invisible thread that
• binds our team
• aligns them towards a common goal
• brings out their best at work

Our culture "happens“ by the
consistent action of our people
aligned to our shared beliefs,
vision and values.

We believe that
Talented People are attracted
to a GREAT CULTURE

WE ARE MITHI
First they ignore you.
Then they laugh at you.
Then they fight you.
Then you win.
- Mahatma Gandhi
FOR US,
IMPOSSIBLE
IS NOTHING

Mithi is a pioneer in
building Software Products
in India, having been through
several product ventures &
multiple generations of technology…

...all only possible due to
a great team bound by
a strong culture code

Our culture may keep evolving
& improving
but, retains the same DNA

PART 1: THE CONTEXT
Contribute to the customer's success
1. We exist to make a difference to our customers
2. We obsess with customer experience & customer success
3. We are on a long haul flight to the future with our
customers on-board

We exist to make a
difference to our
customers1.1

Our solutions are horizontal and industry agnostic
Our customers are agile small, medium and large
businesses, seeking to leverage technology to
perform better

OUR MISSION
is to foster excellence in these organisations
by making technology useful and accessible to them.
We want to transform
• how their teams collaborate,
• how they store, leverage and manage their data on the cloud,
• how they secure information systems against modern day
cyber threats.

OUR VISION
We are working to make the world
more collaborative & more cyber secure
by providing simple, no-nonsense, robust,
secure, SLA backed, fully managed SaaS
solutions on the cloud
at reasonable and flexible price points making
the value proposition very compelling.

Our commitment to our mission and vision is total
and undivided earning us the love of our customers
( no wonder our customer retention rate is upward of 98% )
This love and support from our customers,
will help us earn resources to keep pursuing our
mission

We obsess with customer
experience & customer
success1.2

Our customers connect with us at various touch
points throughout their lifecycle
• Discovery (site, calls, content, demos, f2f meetings, ...)
• Evaluation (product, documentation, support...)
• Purchase (quotations, billing, payments)
• On-boarding (configurations, migrations, go live, transitions...)
• Maintenance (performance, upgrades, support...)
• Renewal (continuity, billing, offers, add ons...)

We are maniacal about ensuring
a smooth, seamless, friendly experience
for the customer
at EACH of the touch points.

Ensuring a great customer experience is an
ongoing journey for us
and every decision we take is vetted against
a simple question
"How does this help our customers?"

Our customers depend on our tools and
services to run their operations

Its our pleasure, duty & obligation
to ensure
that we can make an order of a difference to the
outcomes of their business
( we exist only to do that )

To do this,
we listen closely to the customer
build our product roadmaps
and deliver continuously,
weekly, monthly
(solutions backed by a robust platform)

Our core focus is on providing solutions to the customer,
which offer:
• Lower TCO vis a vis home grown solutions
• Higher ROI with improved efficiencies, and productivity
• A solid platform which is highly secure, extremely
durable, 100% reliable, and high performance

We are on a long haul flight
to the future with our
customers on-board1.3

To stay relevant to our customers
over the long term
we have to not just survive,
but also thrive as a business
which then gives us the resources to plough back into
research & development of new tools, methods

A lower TCO for our customers,
doesn't just mean lower prices or freebies…

…it means that
the inclusion of our innovative solutions into their IT
landscape
can bring down their cost of operations, free up
their resources,
while upping efficiencies, productivity, reliability and
security.

Thus,
Our solutions help our customers
get more opportunity focussed
rather than maintenance or
problem focussed.
A win-win for both of us.

We are so obsessed with the
success of the customer,
that we don't sell to customers,
when we are not confident that
they can leverage our solutions
for their success

Every action, every development,
every outcome at Mithi
must add up and aggregate
towards realising our envisioned
end state
We are very passionate
about this.

PART 2 : OUR APPROACH
Be better then our earlier self, daily
1. We treat work as our creation, thrive on sincerity and
compete only with ourselves
2. We build leaders who can assume ownership of their work
3. We nurture deep and long relationships with our
customers and partners

4. We are big on design, architecture, frugal engineering
5. We share knowledge, information & intelligence quickly
6. We recognise that we can't exist without the eco-system
7. We love people who imbibe 1R, 3Is, and LIP
8. We reciprocate with Fairness, Inclusion & Empathy
9. We reward for performance and promote for capability
10.We live as team by 1 Pledge, 15 commandments
11.We have fun too

We treat work as our
creation, thrive on sincerity
and compete with ourselves2.1

We believe humans are meant to CREATE
We Mithians espouse this philosophy at the core
We use our collective intelligence, collaborate
deeply, experiment freely, iterate relentlessly &
create something immensely useful to our
customers

We believe that if we can put in a
sincere days work, daily
we can move great mountains and
solve any problem
Impossible is nothing
Being sincere allows us to live in truth

By our definition, working sincerely means
• Congruence in thought, speech and action
(a genuine interest to do a good job)
• Focussed with no distractions
(avoids social media & other distractions at work)
• Exhibiting, encouraging and appreciating honesty
(plays a supportive role)

We compete only with our former selves
by relentlessly working on bettering
ourselves by only 1% daily.
We believe this micro improvement daily,
compounds into great gains

Our transition from
a desktop app developer TO
online Internet based apps TO
building block tools for Internet apps TO
enterprise email platforms TO
hosted email platforms TO
cloud email, security & collaboration
platforms…

…with very much the same core team,
demonstrates our commitment
to learn & grow daily.

We build leaders who can
assume ownership of
their work2.2

We know we are all mortal,
so to create a long lasting monument,
which can withstand the test of time
we realise that
we must cultivate alter egos early

We mentor a lot in an attempt
to create leaders
BUT
we expect people to step up
We ignore people who show
no mettle to be leaders

We believe
Leaders are not defined by
position or authority
rather they are defined by their
"being" & “effective” execution of the task at
hand with an "ownership" attitude

We are not big on mollycoddling or
baby sitting our people
We expect people to sweat, grind,
stress, fuss and take charge of
their role.
There is no substitute to putting
in the effort.

We expect people to solve problems they encounter,
& not come whining to us.
We loathe complaints and we dislike it when people get stuck
Remember our customers pay us to solve problems
We expect the same from our teams

d2
The general guidelines to deal with situations
Customer > Company > Team > Individual
• cater to your personal interest to the detriment of your team
• cater to the team to the detriment of the company
• cater to the company to the detriment of the customer
DON’T
When in doubt,
the left side of the equation takes precedence

We nurture deep and long
relationships with our
customers2.3

We believe our customer is an Asset
& for our customers, we are an Asset

Assets are meant to be nurtured over
a long term to get good returns

We believe our relationship with each customer is
nothing short of a committed "marriage“
Our role in this alliance is to continually and
relentlessly deliver value to the customer
The customer's role in this alliance is to
leverage our technology, services and
expertise to grow their business

We detest "fly by night" thinking
there is a lot of investment
from either end.
Hence, we resist acquiring customers
for short term quick gains

We want to be part of the
customer's growth story
AND vice versa,
we want our customers to be part of
our growth story
and achieving real, sustainable growth
takes time and long years of toil

We are big on design,
architecture, frugal
engineering2.4

We firmly believe in
Getting it right the first time

To get it right the first time
you need to apply design thinking while developing solutions,
involving listening to various stakeholders
• going to the root (RCA)
• analysing causes & effects (UDE)
• proposing multiple options, targeting the root cause
• analysing each option using structured methods
(6 thinking hats)
• break this down into phases for staged delivery

Essentially think through
the complete problem
BUT
Execute in steps

We are big believers in preventing
drift by closing daily, weekly &
getting it out of the door
"Evolutionary delivery"

Another major benefit of the evolutionary
delivery model
is the continuous feedback loop from the
"outside in“
which helps refine the next steps OR
sometimes asks us to go back to the
drawing board

The evolutionary development is
subject to an overarching
architecture view
We believe a strong architecture is
what ties up the entire structure
& gives it longevity

We want to do in a buck,
what others do in 100 bucks
We are big on frugal engineering
We find the shortest path,
optimize costs, pass on the
benefit to customers

We believe that constraints
improve design & outcomes & bring out
the best in you
that's one major reason why
we have created world class solutions
with 1/100th the funding comparable
companies receive

We believe attempting to keep things
simple in the long term
is a fairly complex task, involving intense
commitment and effort
But simplicity is a competitive advantage

Reducing waste is one way to
remove complexity
• Automate mundane tasks
• Simply processes and rules to
reduce intervention
• Meet only after an agenda has been
discussed on IDEOLVE
• Speak only to enlighten or question

We share knowledge,
information and intelligence
quickly and openly2.5

We have a no email culture within the
company
Emails are used only for notifications
and messaging
We share everything else with
dynamically formed teams via our own
collab tool called Ideolve

We have ongoing notes where people can receive
and feed in their input such as
• Competitive analysis
• Suggestions for different products
• Documentation input for the website
• Shared plans for the week
• MIS reports
• MOMs

All ideas are floated via Ideolve &
dynamically teams are involved to
collaborate deeply on the idea &
come up with an actionable plan

All F2F meetings are preceded by a note
detailing the agenda, and garnering
feedback from the participants
Once this is done,
the meeting is quick & efficient.
This also encourages the back benchers to "speak up"

We operate in a door less culture
All employees have access to each
other and the leadership team
at all times

All this means that
employees are always equipped with
the latest information
to take the
best possible data driven decisions
(we discourage group think and decisions by
consensus, which is why we use Ideolve to gather
input from all stake holders)

We recognise that we
can't exist without the
eco-system2.6

To provide top value
to our customers, we know
we cant do it alone, despite
having top talent

We need a robust and connected eco-system of
• Software Development partners
• Technology Platform partners
• Strategic service suppliers
• Resellers
• Distributors
• System integrators
• Consultants

Our eco-system helps us
• add capability to our products
• add reach to our marketing &
sales efforts
• add capacity to our teams
& helps us complete our offering

Without an eco-system
we are dead.
We recognise this and work hard to
cultivate win-win situations in the
eco-system

We love people
who possess 1R,
3Is and LIP2.7

1R = Risk
3Is = Initiated, Involved, Integrated
LIP = Live in Possibilities

We have a simple rule
If you see something broken
OWN the fix
That's INITIATIVE
(the reverse is waiting for someone else to fix it)

We also have an ongoing
"Top Initiative award“
which is chosen based on
"self initiated" projects
having a high impact on
the business

We have another simple rule
While you are working
BE PRESENT
That's INVOLVEMENT
(the reverse is staying aloof, mentally
complaining, distracted)

For this we have an ongoing
"Top Job Award“
given to the best, most diligent
execution done on any project
or initiative.

Okay, just one more simple rule :-)
Lack of integrity is a productivity loss
KEEP YOUR COMMITMENTS/WORD
Commitments are unspoken
expectations of your role OR your
spoken words

Everytime you utter a word,
you are making a promise
Organise yourself to keep your word
E.g.
I'll get back to you (ensure that you do)
I'll call you back (please do)
I'll be there at 10 tomorrow
(ensure you are there before time)

Remember every time you go back
on your word, someone in the value
chain has to compensate.
That's not fair and not productive.
This will most certainly impact the
collective outcome of the team

Integrity helps you pull your weight
We always believed that we are like a train with
each segment being an engine, pulling its own
weight
We cannot have any compartments,
which need to be pulled.

We can espouse our philosophy of
"Impossible is Nothing“
ONLY IF
We always see possibility in everything.
We always "live in the possibility" that
"it" can happen.

And without taking a risk, nothing big has
ever been achieved
RISK = "Something unknown we are getting
into with unpredictable outcomes“
While we don't expect you to live on the edge,
we do expect you to take risks, step into the
unknown, discover new patterns, and create
new value

We reciprocate with
Fairness, Inclusion
and Empathy2.8

We know you need support to bring out
your best at work
Thus
• We have a free unlimited meal policy for all staff members
• We sponsor specific trainings for key people to build skills
• We provide exposure to performers at events, online and
in print
• We encourage and support reading

We are partial towards our top
performers
Naturally!
We love people who produce
OUTCOMES for our customers
& our business

While we treat all our people with
EMPATHY,
and INCLUDE them into all
opportunities,

It’s only the top performers
(who imbibe the 1E, 3Is, LIP, and who
produce results) who earn our favour
We don’t like people who claim their
"rights" without delivering on their
"responsibility"

Thus
Top performers earn the right
to claim entitlement
Top performers earn the option
to step into inner circles
which leads us to...

We reward for
performance and
promote for capability2.9

We believe in the capitalist model
All people are not equal
The rewards should be commensurate
with the impact of your work

We are a dynamic, vibrant workspace,
which thrives on the energy of our people
Mithi may not be a perfect fit for everyone
& not every talented person is a fit for us.

We differentiate between
PERFORMANCE & CAPABILITY
Enhancing CAPABILITY or skill is a learning outcome. It
means that people have the capability to perform in
some manner. ( It does not mean that they will )
A PERFORMANCE OUTCOME occurs when people take
what they know and turn it into what they do on the job.

Top performing Mithians
have these basic attributes
in their core nature

GROUNDED
• Self aware, respectful of others & not hedonic.
• Is aware that success and failure go hand in
hand and neither can be given undue
importance.
• Exhibits Equanimity

EMPATHATIC
• Sensitive, kind and generous with others.
• Takes the time and effort to listen to team
members and act with compassion & respect.
• Exhibits Sensitivity

FLEXIBLE
• Understands that the only constant is change
• Learning continuously, changing with the
times, every day is an opportunity
• Exhibits Energy

EFFECTIVE
• Has an action bias
• Doesn't wait for the perfect plan, starts &
course corrects
• Exhibits Enthusiasm

INTEGRAL
• Thinks, Says and Does the same thing
• Weighs the cost of giving commitments and
honours his word, always
• Exhibits Commitment

DEPTH
• Deep dives to investigate, understand & solve
• Goes beyond talent and commits intensely to
the task at hand
• Exhibits Mastery

We thus
reward for
PERFORMANCE
and promote for
CAPABILITY

We live as a team by
01 Pledge &
15 commandments2.10

OUR PLEDGE
Om Asato Maa Sad-Gamaya |
Tamaso Maa Jyotir-Gamaya |
Mrtyor-Maa Amrtam Gamaya |
Om Shaantih Shaantih Shaantih |
TRANSLATED
O divine force of nature
Lead me from untruth to truth
Lead me from darkness to light
Lead me from death to life
Let there be peace at all levels.

COMMANDMENT #1
I will respect my colleagues and learn from
what is best about them.

COMMANDMENT #2
Arguments are a waste of time.
I will try instead to understand the others
point of view. I will instead use my energies
to act upon what is planned.

COMMANDMENT #3
Results are the only way to prove my
worth. Attempting to prove myself
worthy by winning arguments is futile.

COMMANDMENT #4
I will work in the best interest of the
customer and the team. Because, they
are the ones who help me attain
financial and general well being.

COMMANDMENT #5
I will desist from subverting the
teams objectives.
Because in doing so
I harm my own interest.

COMMANDMENT #6
I will respect the leaders. Because a team that
does not respect its leaders can not succeed.
I may differ from their point of view but I
understand that they carry the responsibility
of making the final decisions.

COMMANDMENT #7
I will air my concerns openly in meetings.
But once a decision is made I will do
nothing to undermine it. Instead I will do
my best to deliver on it.

COMMANDMENT #8
I will desist from blaming things outside my
control. I will do whatever is in my power
and capacity to produce the best results.

COMMANDMENT #9
I work in a place where I get a lot of
freedom to do my work well and to grow.
I will not waste away this freedom in idle
talk and fruitless pursuits.

COMMANDMENT #10
I will plan and manage my day to
produce the best. Because each day
that I waste is lost forever.

COMMANDMENT #11
I will act with discipline because
discipline brings quality and quality
brings prosperity.

COMMANDMENT #12
I take responsibility for myself and my
team. Because not position but taking
on responsibility makes me powerful.

COMMANDMENT #13
I will conduct myself with integrity and
honesty. Because this is what I expect
of others.

COMMANDMENT #14
I will not hesitate to ask for help.
Because I am more effective as part of a
team than I am when I work alone.

COMMANDMENT #15
I will respect my commitments and do
my very best to deliver on them.
Because how I deliver on my
commitment defines my true worth.

BTW, we have fun too,
In case you thought we
are all only work2.11

First,
Work itself is fun :-)

We create events where the teams can let
their hair down and bond with each other

• Staff events organised by
a small volunteering cross
functional team
• Staff dinners to celebrate
milestones
• Staff outings and treks to
get into nature
• Promote a healthy
competitive environment
with top XXX awards and
many more.

MEET OUR TEAM

THANK YOU
for walking through this
WE ARE HIRING
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