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 …
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. …
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 …
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 / …
In our turbocharged e-commercial world, branding has suddenly snatched centre stage. Riding piggy back on branding are best practices that deliver effective results, efficiently. I am a quality management professional. Amongst other skills, I know how to harvest best practices in an organization. I also …
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 …
