Articles

Customer First, Always

Improving business can be a simple task if one follows the ‘plan-do-check-act’ method. This article appeared in Indian Management, December, 2017. How often have we seen posters in organizations shouting messages such as “Customer First” or “The Customer is Always Right”? How often, as a […]

Legitimizing Process Incapability

This article appeared in The Smart Manager, November-December, 2017. On one of my monthly visits to the head office of a television manufacturer, the Chairman was a worried man. No. Correction. He was in a state of shock. He purposefully took me to his plush […]

Heroic Leadership

This article appeared in The Smart Manager, November-December, 2017. On a Sunday afternoon, I received a long-distance call on my landline, from the Vice Chairman of a tractor manufacturer in North India. He was calling from his factory, where he, his wife, and the surviving […]

Partnering with the Phantom

Is quality popular? In theory perhaps. Not in practice. Is quality a fully delegable responsibility? No. This article appeared in Indian Management, November, 2017. What are the challenges to muster support for a specific quality initiative? The key one is that upper managers believe that […]

OT to ICU Gurney Race

Lateral thinking, not a siloed approach, holds the key to the most creative solutions. This article appeared in Indian Management, October, 2017. ASEAN has extraordinary hospital facilities, in a few cities. Some could qualify as global benchmarks. The reputations of these hospitals are further reinforced […]

The Drunk and the Ugly

A robust quality management process should actively identify and address hidden issues to prevent crises. This article appeared in Indian Management, September, 2017. Quality management involves problem solving. This is very akin to the problems solved by the Fire Departments in our cities. A couple […]