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 

Cost of Poor Quality

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 

Looking back. Looking forward

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 

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