CSR

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 […]

12 Questions that every Director should ask!

Asking the right questions is at the heart of good Corporate Governance. I have had good and disastrous experiences on various boards, including my own companies. Based on these experiences I have compiled a list of twelve questions directors of an organization should ponder over. […]

Do we have a Right to Service?

How to create? The icon for world-class quality is the craftsman. Think of the craftsmen who built the Taj Mahal, Madurai Temple, Pyramids, Buckingham Palace and more. These craftsmen had the relevant skills and pride in their work. Their excellent work has stood the test […]