Environment

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. […]

Sustainable Development – Its four critical paths

This is the first of many guest blogs that I wish to share with my readers. Each guest is an industry expert with the finest pedigree and rich experience. Today’s guest blog features Bharat Wakhlu. He is a proponent of Total Quality, Sustainability and of Responsible […]

A Capsule for Understanding Business Excellence

I was the lead faculty at a two-day executive briefing on Understanding the IMC RBNQA Criteria. There were approximately 100 participants from a rainbow of organizations, each very keen to understand the principles of business excellence underlying the criteria. Here are some of the key […]