Four decades back, the Vice Chairman of an Indian tractor company was struggling to compete with international tractor brands in India. This tractor company had scratched only 2 % market share over the previous five years. According to the Vice Chairman, the Indian tractor was …
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 …
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 …
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 …
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 …
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 …
