Benchmarking

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 […]

Who is the hidden customer?

Who is the hidden customer?

Repost: This blog was originally posted on 30 September 2015 Quality is about delighting your customer. Delighting through product and service features that satisfy the customer; as well as that are delivered to the customer without deficiencies. But hold your breath. The definition of customer […]

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 […]

Who is the Hidden Customer?

Quality is about delighting your customer. Delighting through product and service features that satisfy the customer; as well as that are delivered to the customer without deficiencies. But hold your breath. The definition of customer has evolved over the past three decades. The definition now […]

MADE IN INDIA before MAKE IN INDIA

MAKE IN INDIA will be a destination of choice only when the outputs MADE IN INDIA are a preferred global choice. It took Japan more than two decades, post the Second World War, to graduate from the Standard for Bad Quality (remember Raj Kapoor’s ‘mera […]

Pay 1 Get 4 Free: Inclusive Healthcare

Last Monday I was at the Sankara Eye Hospital in Coimbatore, South India. My mission was to harvest their best practices for performance excellence. I went to the campus with a totally open mind expecting to come back with a couple of great practices. That […]