Articles

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 […]

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 […]