A sense of gloom The Latur earthquake struck India at 03:56 local time on September 30, 1993. The earthquake primarily affected the districts of Latur and Osmanabad in Maharashtra. Fifty-two villages were demolished in the intra-plate earthquake. Approximately 10,000 people died, whilst another 30,000 were …
Quality = (Customer Perception) / (Customer Expectation ) This is a story narrated to me by a friend, Vinay in California. Descent On the evening of Christmas day, my friend along with his wife and three children had been out to visit friends from India. …
While perusing through some of my old work, I happened to find a gem about the simplicity and effectiveness of well formulated quality management systems. “Dr Juran is at least partially responsible for the very wide circulation of the Motorola-Matsushita/Quasar story in the manufacturing circles. …
We tend to assume that the flow diagram we are studying reflects the actual process that is in place in the work environment. You are dead wrong! We need an autopsy of sorts!! The failure to reflect reality has a variety of causes: The designers …
“…it will not suffice to have customers that are merely satisfied. Satisfied customers switch, for no good reason, just to try something else. Why not? Profit and growth come from customers that can boast about your product or service – the loyal customer. He requires …
I wish dedicate this Quality Fable to Russi Modi The Mystery of Commitment In an English breakfast of bacon and eggs, which is more committed? The pig? Or the hen? Organizations desire commitment at all levels. But how do you get commitment for quality from …
