This article appeared in Business India, October 22 – November 4, 2018. Quality is defined by our customers, in terms of perceptions and expectations. People make quality happen, when they are empowered. The prerequisite for empowerment is capable processes. In turn, the prerequisite for designing […]
Dignity to Prisoners This article appeared in Business India, September 10-23, 2018. Customers are the reason our organizations exist. The hard reality is that customers pay our salaries. When demand is greater than supply, the customer is easily forgotten. We are reactive to customer complaints. […]
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 […]
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 […]
Why should a taxpayer support inefficient processes? This article appeared in Business India, June 18-July 1, 2018. From early June, there has been much said about our national carrier, Air India. Almost all have been critical about its operational inefficiency, as well as interference of […]
Historic Quality in India This article appeared in Business India, May 21-June 3, 2018. In the days when historians assumed that history began with Greece, the Greek historian Herodotus recorded the first known reference to cotton grown in India. He wrote, “Certain wild trees bear […]