The Chairman of a large steel plant, in the 1980s, resisted any formal quality intervention on the grounds that even 3 percent seconds (read – rejects) of steel from his plant had a pent-up demand. Is seconds an opportunity or a threat? By translating the …
Victor Fernandez, a South American, was appointed by a multi-national pharmaceutical company, to lead the Indian operations. The mandate given to him by the HO in Switzerland was: Transform the Indian operations into a customer-focused one in 1000 days. I met Victor in his second …
Dr J M Juran There are many definitions of Quality. I have found Dr J M Juran’s definition of Quality absolutely profound: Fitness for Use. At first, in 1987, this definition was simply a jingle. As my Facilitators’ Workshops on Juran on Quality Improvement started …
Customer Focus is no longer a choice. Learn from an expatriate. A simple approach that can build an organization-wide customer-focused approach. Quality Fable: Customer First, Always. How often have we seen posters in organizations shouting messages such as “Customer First” or “The Customer is Always …
World-Class Quality requires an orchestra of capable processes. A South Korean manufacturer of entertainment electronics has simple tips for detecting process incapability. Quality Fable: Legitimizing Process Incapability In one of my monthly visits to the head office of a television manufacturer, the Chairman was a …
Here is a benchmark example of World-Class Quality. This Quality Fable is not fiction. It is about real people and a real organization. The key underlying messages are: The ultimate customers for any organization are Mother Earth and Society An innovative engagement of an enlightened …
