Quality

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 […]

Mahatma Gandhi Quotes

Mahatma Gandhi Quotes

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work. He is the purpose of it. He is not an outsider in our business. He is […]

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 […]

Cost of Poor Quality

Why should a taxpayer support inefficient processes? This article appeared in Business India, June 18-July 1, 2018. From early June, there has been much said about our national carrier, Air India. Almost all have been critical about its operational inefficiency, as well as interference of […]

Looking back. Looking forward

Historic Quality in India This article appeared in Business India, May 21-June 3, 2018. In the days when historians assumed that history began with Greece, the Greek historian Herodotus recorded the first known reference to cotton grown in India. He wrote, “Certain wild trees bear […]