‘Make in India’ can be a great invitation by national statesmen to invest in India. This is a MACRO subject. It can be very good for the Indian economy. On the other hand, ‘Made in India’ must be the Gold Standard promise to customers, by …

A few months back, we heard a slogan: Zero Defects. That was at a national level. More recently we have been hearing another term: Right To Service, in Maharashtra. The two jingles have a common denominator – Customer. Zero defects in the eyes of the …

How many market leaders actually know their resident Best Practices? The answer is most likely to be “Don’t know”. However, there is a high probability that their competitors do…formally or informally! In a cruel competitive world, what is the aim of one’s competitors? The answer …

No one is against quality. There is an abundance of literature on the importance of quality; on the advantages of high quality; on the need for awareness about quality However, what has been missing are answers to upper managers’ questions How do we go from …

Become an architect of your future. How? Identify the challenges standing between you and your dream. Define these challenges. Don’t run away from these defined challenges. Systematically diagnose these challenges. Then design solutions to overcome the challenges. Finally, implement the solutions. Yes, implement the solutions at …

Organizations exist because they have customers. Try living a day without a customer! The job of a manager is to solve problems. Without problems there is no real work for the manager. Where is the Customer? In the first stage of an organization’s Quality Maturity …