Employee Focus

BestPrax Benchmark – A License to Barter Best Practices

BestPrax Benchmark – A License to Barter Best Practices

Benchmarking is the search for industry Best Practices that lead to Superior Performance – Dr Robert Camp A traditional approach to benchmarking involves catching up with our competitors; and acquiring information about our competitors through unreliable sources and means. With such an approach, our organization […]

India can make it. And make it better.

India can make it. And make it better.

Three decades back, there were few organizations that embraced Quality as a competitive tool. Most were engaged, rightly so, in getting their Quality Management Systems certified. Unfortunately, they ended up screaming on billboards that they were ISO 9001 organizations. These organizations delivered no particular results. […]

I wish I had met Aditya Vikram Birla in his lifetime

I wish I had met Aditya Vikram Birla in his lifetime

In August 1996, Kumar Mangalam Birla requested me to design an internal quality award for the Aditya Birla Group. This young prince of a mega business empire demonstrated amazing listening skills. The true sign of a leader in the making. He informed me that the […]

Empathetic Listening

Empathetic Listening

Dignity to Prisoners This article appeared in Business India, September 10-23, 2018. Customers are the reason our organizations exist. The hard reality is that customers pay our salaries. When demand is greater than supply, the customer is easily forgotten. We are reactive to customer complaints. […]

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 / […]

Death of WIN-LOSE Competition

Death of WIN-LOSE Competition

We are living under the tyranny of the current vertical style of management. I call this silo management. Silo management breeds Costs Of Poor Quality (COPQ). A collection of avoidable waste, rework and other inefficiencies. Unfortunately, this phantom is legitimized in our budgets. In India, […]