Winning the IMC Ramkrishna Bajaj National Quality Award is a sterling achievement. However, it is a benchmark achievement only when the metamorphosis leads to the trilogy of results: customer delight employee delight and community delight. Is this a Gandhian principle? Is it a Bajaj principle?
As Mahatma Gandhi put it, organizations exist because they have customers. In the present competitive environment, customers have choices. So winning their loyalty should be a paramount objective for most organizations. But how can they accomplish this objective? By simply delighting customers - satisfying their stated and unstated needs.
But can you accomplish customer delight with disgruntled employees? Employee delight is undoubtedly a prerequisite for customer delight. Unfortunately, few organizations see it that way.
How do you delight employees? By building a culture of trustworthiness. By empowering them. Sadly the few organizations that empower employees do so on incapable processes. We therefore live with incapable processes, blame the employees, and lose customers. That's not all. Incapable processes emit gases and effluents that destroy the environment and the resident communities. Few organizations have community delight as top of their strategic agenda.
May I now invite you to read the IMC Ramkrishna Bajaj National Quality Award criteria. Do they live up to the values of Shri Ramkrishna Bajaj?
CREDITS: Suresh Lulla, Founder & Mentor, Qimpro Consultants Pvt. Ltd.