Author: Suresh Lulla

Absenteeism: A Chronic Problem

Absenteeism: A Chronic Problem

Three decades back, the Quality Council of a steel plant in India, was chaired by the Managing Director, Dr I I Jamshed. The members of the Council had collectively selected “absenteeism” as one of the five pilot projects to be solved by the Juran on 

Halve Your COPQ. Double Your Profit.

Halve Your COPQ. Double Your Profit.

The Chairman of a large steel plant, in the 1980s, resisted any formal quality intervention on the grounds that even 3 percent seconds (read – rejects) of steel from his plant had  a pent-up demand. Is seconds an opportunity or a threat? By translating the 

Customer First, Always

Customer First, Always

Victor Fernandez, a South American, was appointed by a multi-national pharmaceutical company, to lead the Indian operations. The mandate given to him by the HO in Switzerland was: Transform the Indian operations into a customer-focused one in 1000 days. I met Victor in his second 

Knowledge from Experience. Wisdom from Juran.

Knowledge from Experience. Wisdom from Juran.

Dr J M Juran There are many definitions of Quality. I have found Dr J M Juran’s definition of Quality absolutely profound: Fitness for Use. At first, in 1987, this definition was simply a jingle. As my Facilitators’ Workshops on Juran on Quality Improvement started 

WORLD-CLASS QUALITY – FABLE 3

WORLD-CLASS QUALITY – FABLE 3

Customer Focus is no longer a choice. Learn from an expatriate. A simple approach that can build an organization-wide customer-focused approach. Quality Fable: Customer First, Always. How often have we seen posters in organizations shouting messages such as “Customer First” or “The Customer is Always 

WORLD-CLASS QUALITY – FABLE 2

WORLD-CLASS QUALITY – FABLE 2

World-Class Quality requires an orchestra of capable processes. A South Korean manufacturer of entertainment electronics has simple tips for detecting process incapability. Quality Fable: Legitimizing Process Incapability In one of my monthly visits to the head office of a television manufacturer, the Chairman was a