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. Unfortunately, they ended up screaming on billboards that they were ISO 9001 organizations. These organizations delivered no particular results.
However, there were some that also addressed Quality Improvement of processes. Manufacturing processes, as well as non-manufacturing processes. Their processes delivered outputs: Faster, Better, Cheaper. The by-product was a reduction in Cost Of Poor Quality (COPQ). COPQ reduction went straight to the bottom-line.
The one organization that stands out in my memory is Mahindra & Mahindra – Tractor Division. First, it built a Quality Management System and Infrastructure. Next, it Managed for Quality using the Juran on Quality Improvement methodology. Further, it integrated Quality Circles and 5S into the overall framework. The results were reflected in: Higher Customer Satisfaction; Higher Employee Satisfaction; Higher Revenues; and Lower Costs. A benchmark. The related Best Practice authored by K J Davasia was: Integration of Quality into Strategic Planning.
But it was the Scorpio LCV, designed and manufactured by Mahindra & Mahindra – Auto Division, that made Qimpro believe – India can make it. And make it better. Pawan Goenka had demonstrated that we can build Quality into the Design. He proved the mantra: Faster, Better, Cheaper, Different.
India is at the crossroads of economic turbulence. Customer behaviour has changed. Technology has disrupted traditional management methods. The entrepreneurial spirit is alive. And Mother Earth has signalled its impatience. Clearly, there will be no room for coming second in the marketplace.
The solution: Build Quality into the Design to satisfy your customers, society and Mother Earth.
CREDITS: Suresh Lulla, Founder and Mentor, Qimpro Consultants Pvt. Ltd.