Who are the Indian Benchmarks for Performance Excellence?
Over the past three decades, Quality Management has matured from Process Excellence to Performance Excellence.
The parallel is the quality of a solo musician versus the collective performance of an orchestra. Crescendo!
The results of Performance Excellence are a rainbow of:
- Corporate governance
- Customer satisfaction
- Employee satisfaction
- Societal satisfaction
- Shareholder satisfaction
- Operational efficiency.
These results are a function of inter-dependent processes involving:
- Strategic planning
- Customer focus
- Employee focus
- Knowledge management
- Process management.
As you will realize, you know all this. What is missing is structured thinking.
Compound the situation with two other facts:
- Product life cycles are shrinking
- Attention spans of leaders are also shrinking.
As a result we need to perform Better / Faster / Cheaper / Different. In other words, Performance Excellence 2.0
In order to succeed in this scenario the key structured thinking processes are:
- Process Improvement – using left-brain logical thinking
- Process Innovation – using right-brain creative thinking
- Benchmarking for Best Practices – through cross-industry research.
You may ask who has done this? There are a few sterling examples: Mahindra Auto & Tractors; Bajaj Auto; Sankara Nethralaya; Aravind Eye Hospital.
The common thread that runs through the four is the role of leadership: Dr Pawan Goenka; Rajiv Bajaj; Dr S S Badrinath; Dr Govindappa Venkataswamy.
Each is an icon for disruptive thinking. Each has delivered Performance Excellent Results. In spite of a turbulent business environment.
All have added value to the brand: Made in India.
- I have seen Mahindra and Bajaj retail outlets in Africa and Asia. With pride.
- I have consulted at the Asian benchmark, Bumrungrad Hospital, Bangkok, where their management wished to benchmark the Best Practices of Sankara Netrhralaya.
- Aravind Eye Hospital is a global benchmark for Productivity and Customer Focus.