Author: Suresh Lulla

Stories: The Art of Effective Communication

Stories: The Art of Effective Communication

Repost: This blog was originally posted on 28 October 2015 Think of Batman, or Snoopy in Peanuts. Think of Hanuman in Indian mythology, or Enid Blyton’s Famous Five. All good stories have a hero or team of heroes, plus two other key elements: A serious […]

How can you delight employees, society and mother earth?

How can you delight employees, society and mother earth?

The most actionable definition of Quality is ‘Fitness for Use’. Such Quality can result in more than customer satisfaction  …. something similar to customer ecstasy / delight. It should earn a “WOW” from your customers! Customer delight happens when we offer the right product / […]

Save your Branding, with Best2Next Practices

Save your Branding, with Best2Next Practices

In our turbocharged e-commercial world, branding has suddenly snatched centre stage. Riding piggy back on branding are best practices that deliver effective results, efficiently. I am a quality management professional. Amongst other skills, I know how to harvest best practices in an organization. I also […]

Amoebic Works of Art

Amoebic Works of Art

Pot holes in Mumbai: A Quality Perspective This article appeared in Business India, August 13-26, 2018. PROBLEM DEFINITION At a recent Mumbai First governing board meeting, I was pronounced “guilty” for not improving the Quality of pot holes in Mumbai! I sheepishly smiled. The board […]

Customer rebellion

Customer rebellion

Mother Earth is the ultimate customer This article appeared in Business India, July 16-29, 2018. The industrial system – what we make, buy, and use – sits within a larger system of nature. This industrial system includes, amongst others, a wide range of products such […]

Death of WIN-LOSE Competition

Death of WIN-LOSE Competition

We are living under the tyranny of the current vertical style of management. I call this silo management. Silo management breeds Costs Of Poor Quality (COPQ). A collection of avoidable waste, rework and other inefficiencies. Unfortunately, this phantom is legitimized in our budgets. In India, […]