CSR

How can you delight employees, society and mother earth?

How can you delight employees, society and mother earth?

The most actionable definition of Quality is ‘Fitness for Use’. Such Quality can result in more than customer satisfaction  …. something similar to customer ecstasy / delight. It should earn a “WOW” from your customers! Customer delight happens when we offer the right product / […]

Amoebic Works of Art

Amoebic Works of Art

Pot holes in Mumbai: A Quality Perspective This article appeared in Business India, August 13-26, 2018. PROBLEM DEFINITION At a recent Mumbai First governing board meeting, I was pronounced “guilty” for not improving the Quality of pot holes in Mumbai! I sheepishly smiled. The board […]

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 […]

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 […]

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 […]

28 Years of Qimpro. Reset.

Qimpro is 28 years young. Over these years, in my experience, Quality perceptions have changed. Quality is no longer an inside-out subject. It is an outside-in subject. Outside, by definition, now includes customers, community, climate, and share holders. In addition, Excellence is no longer foreign […]