Lessons on Quality Management from Kobe Steel

The article was originally published in Quality Digest on March 26, 2018 The cheating at Kobe Steel shook not just Japan but the entire manufacturing world. As Kobe Steel CEO Hiroya Kawasaki revealed, about 500 companies had received its falsely certified products, which affected not only those companies but also its entire supply chain. However, the issue at Kobe was only the…

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Three Reasons Why Customers Are Not Always Right

We all know the famous quote, “The customer is always right.” It was coined more than a century ago. In the United States, it was popularized by Marshall Field during the early 1900s. In the United Kingdom, it was popularized by Harry Gordon Selfridge of luxury retailer Selfridge’s fame. Since then, businesses have used it generously to demonstrate their focus…

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How a University used treehouses to foster collaboration

The founders of Shoolini University at picturesque Solan in Northern India, were trying to solve a problem which is often overlooked by academic institutes. The rigorous academic schedule made the students spend most of their time either in the class-rooms or in the library. The group interactions were confined to classrooms, laboratories, hostels, social events, dramatics and sports activities. Co-founder…

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6 Reasons Why Real-World Stores Are Here To Stay

The piece first appeared in The Huffington Post on October 1, 2017 With the rise of online retailers many observers had written the obit of physical stores. However, it’s clear that they jumped the gun. Physical stores keep popping up and even online retailers—like Amazon—are dabbling with real-world outlets to maintain their relevance. In India, too, we are seeing online…

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3 Reasons Why Scientists And Researchers Need Formal Leadership Training

This piece first appeared in The Huffington Post on September 6, 2017 I have had the opportunity to interact with many scientists and science researchers over the years. These are individuals who have spent their lives in academia or research institutes. Upon speaking to them, certain themes emerge again and again—curiosity, eye for detail, dedication, perseverance, deep subject matter expertise,…

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Here Are Six Ways To ‘Bask In Reflected Glory’ In The Workplace

This piece first appeared in The Huffington Post on Jul 3, 2017 What is BIRGing? This is a word derived from the acronym, BIRG, which stands for — basking in reflective glory. Or, the tendency among individuals to associate with people and entities who are successful. The entities could be a team, an organization or a social group. These individuals…

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Does A Company Really Care About Its Customers: These Three Instances Will Tell You

This piece was originally published in The Huffington Post on June 22, 2017 Organisations aspire to be customer-centric. They launch big transformation programs to try and align the entire organisation towards this goal. To make it happen, they look at customer insights, understand customer journeys, launch specific customer propositions, train employees and work on employee engagement programs. A CEO committed to customer-centricity…

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10 Reasons Why Employees Don’t Follow Organisational Processes

This piece first appeared in The Huffington Post on Mar 30, 2017   Processes are an integral part of all enterprises. And as I mentioned in one of my earlier pieces, if processes are not instituted, modelled or followed properly then the results may just take the form of a fried lizard on a customer’s plate. With an objective to…

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Here Are 7 Reasons Why Teams Often Leak Information

This piece first appeared in The Huffington Post on Jun 10, 2017 In recent days we have been reading about leaks from the White House. Leaks are always symptomatic of disgruntled team members who spill the beans to make the leader’s position precarious. There are reasons why information leaks happen in certain teams. Information leaks indicate that the team is…

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