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 …
Three decades back, there were few organizations that embraced Quality as a competitive tool. Most were engaged, rightly so, in getting their Quality Management Systems certified. Unfortunately, they ended up screaming on billboards that they were ISO 9001 organizations. These organizations delivered no particular results. …
We are taught A-B-C in management schools. Change ATTITUDE Thereby, you can change BEHAVIOR Consequently, you can get COMMITMENT. Dr J M Juran, the Quality Guru, questioned this approach. Especially, the first step. He believed a change in ATTITUDE is not a switch On-Off option. …
“We can’t solve problems by using the same kind of thinking we used when we created them.” – Albert Einstein Organizations and institutions are essential for our economic survival and wellbeing. However, how they operate depends on how we operate. And how we operate depends …
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 …
“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 …
