Employees do not want to deliver bad service, and customers do not want to endure it. But that is the experience we continue to inflict on each other! What in your view are the root causes for this chronic problem? Some that I can think …

Recent headlines in Indian dailies have read: Car Sales Crash for the First Time in 10 Years. This is an alarm that cannot be ignored. Let’s learn a robust lesson from the Japanese: Low labor cost as a business strategy is simply not sustainable. They …

Time and again we have been reminded about the dire consequences for organizations that are not customer focused. Being customer focused is the only management initiative that has been a constant in a changing business environment. Be it for process excellence, performance excellence, or innovative …

Why do we not have a Ministry for Efficiency in Public Services? Are we so rich that we can afford chronic waste in our managerial processes? Why do we not have a Ministry for Effectiveness of Public Services? Do we not need dollar spending in …

Sometime in 1990, the editor of Business India invited me to write a regular column on quality and showcase its importance in the context of the Indian industry which was yet alien to the term, let alone the practice. There was a clear need to …

This year marks 25 years of Qimpro Consultants Pvt Ltd. The quality improvement consulting and training journey commenced in the pre-liberalization era. In 1987. Over these 25 years we have evolved. From a pure business focus, to now also include quality in healthcare and education …