The Case reflects the basic drive to excellence in the field of HR, Which refers how to overcome the challenge and generate enthusiasm and healthy competition within the organization, how the companies are identified across the country, which performed brilliantly against a defined set of measures. Where they have to be careful to pick those stores that had young and relatively new teams with high energy, who could be ambassadors of the best service how organization can work in the system and gave them great visibility detailing aspects of metrics where they were scoring exceptionally high. How the company pumped the employees of these stores with classroom, on the job, technical and behavioral training programmers, knowledge and recognition. What are the responsibilities of COEs to drives service enhancement and focus on continuous improvement. Which other factors like stores started questioning this attention, prioritization and special treatment with an eye to attaining the status of a COE. To understood that the attention was translating into higher sales, and which factors leads to higher bonuses, and what factors can results the demand for training has increased by leaps and bounds. The Case Also explains how the organization can be effective and bring its core values in a language that employees can easily imbibe and practice. Using a number of high value initiatives and a new age approach to its HR practices, the Group has succeeded in creating an engaged workforce that drives its bottom line. As competition increases, the key challenges will continue to be recruitment and retention of talent. This case study highlights how Equities has taken microfinance to the next level by being a “responsible” company and employer through several innovative business and HR practices that have changed the lives of both its customers and employees. In Other section Case reflects that Managers need to ensure that their direct reports go for specific training, as per the core value of Employee Development. However, in the course of work, project pressures take priority and training is pushed to the back burner. The conflict in this case is deciding the right action that balances both our belief in the core value of Best People and Client Value Creation. It shows customer Orientation Index which helps understand the efforts made by employees to surpass customer expectations through statements to deal regularly use customer feedback to improve work processes, dealing with Customer problems get corrected quickly, the authority to do what is necessary to serve the customer. Q1: Connect the summary with MRO concept