Best Practices

The Road to Excellence – Demystified

The Road to Excellence – Demystified

At my seminars and workshops on Performance Excellence, the most frequently asked question is: What is the difference between Quality and Excellence? My long answer starts with a question to the participants: Who defines Quality? The response is typically: The Standards Organization. And they are […]

Is Mumbai a Hatchery for Problems?

Is Mumbai a Hatchery for Problems?

Sporadic and Chronic Problems The job of a manager is to solve problems. Problems surface in two avataars: Sporadic and Chronic. In the case of a sporadic problem we need to treat the symptomatic evidence of the problem. On the other hand, in the case […]

Pot Holes Wisdom

Pot Holes Wisdom

So the monsoon rains in Mumbai have arrived. Just a few days back. What a relief. With the monsoon comes a an outpouring of poetry, music, philosophy and wisdom. Belief 1: There is a saying: As you sow, so you reap. We sowed bad quality […]

The Quality Metamorphosis of CEOs

The Quality Metamorphosis of CEOs

1987:Me: I wish to introduce myself as a Quality Improvement consultantCEO: Oh. You mean Quality Control.Me: No. In Quality Control you maintain the standard. In Quality Improvement you challenge the standard.CEO: ??##?Me: In Quality Improvement the by-product is a reduction in Cost Of Poor Quality […]

SMEs: How to Perform as a Supplier and Customer?

SMEs: How to Perform as a Supplier and Customer?

Your SME organization has a few A-Category customers who account for most of your business. You treat these customers with much consideration. Your aim is to build Customer Loyalty. In actionable terms, you obey the requests made by your A-Category customers. This translates to repeat […]

Japanese Dipsticks: How to Measure an Organization’s Quality Culture?

Japanese Dipsticks: How to Measure an Organization’s Quality Culture?

The Japanese assess an organization’s Quality Culture using a few dipsticks: They walk through your plant and make note of the visible inventory: incoming; in-process; finished goods They visit the workers toilets and make note of housekeeping practices They study the safety practices institutionalized in […]