What is the job of a Manager?  The job of a manager is to solve problems.  Is it a full time job? Yes….. Because we work in organizations that have legitimized poor quality of products and processes. Products include goods and services…….Processes include manufacturing and …

The most actionable definition of Quality is ‘Fitness for Use’. Such Quality should result in more than Customer Satisfaction  …. something similar to Customer Ecstasy / Delight. It should earn a “WOW” from your customer! Customer Delight happens when we offer the Right Product / …

I was the lead faculty at a two-day executive briefing on Understanding the IMC RBNQA Criteria. There were approximately 100 participants from a rainbow of organizations, each very keen to understand the principles of business excellence underlying the criteria. Here are some of the key …

 “…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 …

From market leader to ugly duckling and back – the Voltas story illustrates how a company can reinvent itself by deploying the right strategic moves at the right time. Voltas, founded by the Tata Group in 1954, was a pioneer in the Indian cooling appliances …

Recognition and performance measurement systems, handled badly, have the potential to do more harm than good. Handled badly, they hurt morale rather than help it; and destroy  teamwork rather than enhance it. Yet, properly acknowledging the achievements of employees is essential to the continuous improvement …