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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 […]

5S for a Swachh Bharat

5S for a Swachh Bharat

Carbon black manufacture guarantees a carpet of carbon in the plant. Yet, at Thai Carbon Black I was told by the Plant Manager, “You can eat from the floor”. And he was right. Cement manufacture belches air pollution. Yet, at Vikram Cement the Plant Manager […]

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. […]

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 […]

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 / […]