20 February 2019 | Suresh Lulla's Blog
The following are key lessons learned by me, as a management/quality consultant, over the past five decades. These are my personal views. They may serve as guidelines for young consultants.
06 February 2019 | Suresh Lulla's Blog
Organizations must have meetings in order to perform. That’s an axiom. Most meetings are required for planning and review, top-down. Strategic. Tactical. Operational. Financial. Quality.
30 January 2019 | Suresh Lulla's Blog
At a recent Global Benchmarking Congress in Abu Dhabi, during the course of a panel discussion, I was asked about the status of Performance Excellence in India.
28 January - 10 February 2019 | Business India
Over the past two decades, numerous organisations have claimed that they have adopted best practices, leading to performance excellence. This seems the fashionable trend. As we all know, globally, ‘performance excellence’ best practices are embedded in the Baldrige criteria and the EFQM criteria.
16 January 2019 | Suresh Lulla's Blog
Most organizations work in vertical silos. These silos have names: Purchasing, Operations, Finance, Marketing, and so on. Individual visiting cards cement the silo one belongs to.
09 January 2019 | Suresh Lulla's Blog
A traditional approach to benchmarking involves catching up with our competitors; and acquiring information about our competitors through unreliable sources and means.
31 December 2018 | Suresh Lulla's Blog
The Global Benchmarking Congress 2018 was held in Abu Dhabi, from 10 to 12 December. The Congress was organized by the Global Benchmarking Network (GBN), and attracted delegates from Asia, Australia, Europe and America.
12 December 2018 | Suresh Lulla's Blog
How would an Annual Report look if we included the Cost Of Poor Quality (COPQ) as a distinct head? Would our banks like this disclosure? For their customers? And perhaps, themselves?
31 October 2018 | http://sureshlulla.com
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.
24 October 2018 | Suresh Lulla's Blog
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. His wisdom professed that a change in ATTITUDE always has its own majestic pace.
22 October - 4 November 2018 | Business India
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.
28 September 2018 | http://sureshlulla.com/
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 introduced me to a beautiful rose garden enveloping the plant. Wow.
19 September 2018 | http://sureshlulla.com
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!
12 September 2018 | http://sureshlulla.com
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.
10 - 23 September 2018 | Business India
Customers are the reason our organisations 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.
13 August 2018 | Business India
Pot holes in Mumbai: A Quality Perspective
26 July 2018 | http://sureshlulla.com
We are living under the tyranny of the current vertical style of management. I call this silo management. Silo management breeds Costs Of Poor Quality (COPQ). A collection of avoidable waste, rework and other inefficiencies. Unfortunately, this phantom is legitimized in our budgets.
16 - 29 July 2018 | Business India
The industrial system – what we make, buy, and use – sits within a larger system of nature. This industrial system includes, amongst others, a wide range of products such as automobiles, TVs, laptops, mobiles, buildings, power plants, and so on.
18 June - 01 July 2018 | Business India
From early June, there has been much said about our national carrier, Air India. Almost all have been critical about its operational inefficiency, as well as interference of politicians and bureaucrats.
21 May - 03 June 2018 | Business India
In the days when historians assumed that history began with Greece, the Greek historian Herodotus recorded the first known reference to cotton grown in India.