Quality Fables

Building a Quality Culture – It needs no passport

Building a Quality Culture – It needs no passport

This article appeared in Business India, October 22 – November 4, 2018. Quality is defined by our customers, in terms of perceptions and expectations. People make quality happen, when they are empowered. The prerequisite for empowerment is capable processes. In turn, the prerequisite for designing […]

Stories: The Art of Effective Communication

Stories: The Art of Effective Communication

Repost: This blog was originally posted on 28 October 2015 Think of Batman, or Snoopy in Peanuts. Think of Hanuman in Indian mythology, or Enid Blyton’s Famous Five. All good stories have a hero or team of heroes, plus two other key elements: A serious […]

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 […]

Customer First, Always

Improving business can be a simple task if one follows the ‘plan-do-check-act’ method. This article appeared in Indian Management, December, 2017. How often have we seen posters in organizations shouting messages such as “Customer First” or “The Customer is Always Right”? How often, as a […]

Legitimizing Process Incapability

This article appeared in The Smart Manager, November-December, 2017. On one of my monthly visits to the head office of a television manufacturer, the Chairman was a worried man. No. Correction. He was in a state of shock. He purposefully took me to his plush […]