IMC Ramkrishna Bajaj National Quality Award Process and Practices Best Practice Conference SURESH LULLA Founder & Managing Director, Qimpro Consultants, India 23 September 2013
Presentation by Suresh Lulla, Qimpro Consultants, India at Sheikh Khalifa Excellence Awards - Best Practices Conference
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1. IMC Ramkrishna Bajaj National Quality Award Process and
Practices Best Practice Conference SURESH LULLA Founder &
Managing Director, Qimpro Consultants, India 23 September 2013
2. Shri Ramkrishna Bajaj 1923 - 1994
3. Promoting Performance Excellence in Business, Healthcare
& Education since 1997
4. Criteria Framework
5. Macro Process Eligibility Determination Award Application
Examination New Examiners Certification Returning Examiners
Re-certification
6. IMC RBNQA Examiners Training Certified Examiner for Quality
Management (CEQM): Public Certified Examiner for Quality Management
(CEQM): In-house Annual CEQM Re-certification: Public
7. Examination Process Awards Committee Review Independent
Review Consensus Review Site Visit Review Judges Final Review
Individual Report Consensus Report Feedback Report
8. Over 1,100 examiners certified 250 examiners required per
award cycle 5 examiners per application 500 examiner-hours per
application IMC RBNQA Examiners Pool
12. Deepak Parekh "HDFC" as a brand is synonymous with quality
service. As an organization, we have consciously opted to create
our own quality standards. The exercise of putting together the
Application Report or the IMC Ramkrishna Bajaj National Quality
Award gave us an opportunity to reflect upon our past experiences
in our critical business processes and at the same time plan and
execute our strategies. The training of our team members, the
evaluation process and the feedback sessions were unique and
rigorous. It is highly recommended for organizations pursuing their
journey of excellence and intending to compete with the best with
intentions of becoming truly "World Class".
13. Quality Cell 1. 5 permanent employees, and several on-call
resources 2. Promotes the IMC RBNQA 3. Administers the award
process through all four stages 4. Conducts Executive Briefings in
Business, Healthcare, Education 5. Organizes public awareness
seminars 6. Organizes Examiners Training and Certification 7.
Publishes 6 Newsletters annually
14. Awards Committee Consists of a mix of office bearers, past
applicants, and examiners Primary role: Ensure the process of
examination is on track Determines cut off scores for Commendation
Certificate, Certificate of Merit, Performance Excellence Trophy,
IMC RBNQA Recommends to the Panel of Judges, a shortlist in each
award category
15. IMC RBNQA Awards Committee, 2012 Suresh Lulla Founder &
MD Qimpro Niraj Bajaj Director Bajaj Group Pradeep Chinai MD Exedy
India Tanil Kilachand CMD Polychem Anil Kamath Chairman Esemcee Dr
K B Kushal Regional Director (W) DAV Schools Dr Kalim Khan Director
Rizvi Institute V Deshmukh CEO Forbes Facility
16. Panel of Judges Chaired by the previous years IMC Juran
Medal winner Mix of leaders from Business, Healthcare, Education
Selects the winners, in each category, and ensure there are no
litigations against the organization.
17. Panel of Judges 2012 Dr R A Mashelkar, FRS National
Research Professor, Chancellor of CSIR & President Global
Research Alliance Dr Anil Khandelwal Chairman Center for
Microfinance Dr K B Kushal Regional Director (W) DAV Schools
Ramaswamy Narayanan Director Information Systems Resource Centre
(OTIS) Meera Sanyal Chairperson & Country Executive Royal Bank
of Scotland Group Prof Rupa Shah Former Vice Chancellor SNDT Womens
University
18. The award process has benefited the Indian industry in
tangible and intangible ways. The criteria provides organizations a
robust checklist on how to identify where they are and how to
proceed further in the excellence journey. Mukesh Ambani
19. Past Winners 2012 - Emami, Abhoypur, North Guwahati; SBI
Life Insurance, Mumbai; Life Care Group, Indore; Global Indian
International School, Balestier Campus, Singapore 2011 - Britannia
India; HDFC Standard Life Insurance; Muljibhai Patel Urological
Hospital; Sri Vishnu Educational Society 2010 - Lanxess India;
Information System Resource Centre; Apollo Speciality Hospital;
Global Indian International School, Queenstown Campus 2009 - Larsen
& Toubro, Electrical Standard Products; Dahanu Thermal Power
Station, Reliance Infrastructure; Mepco Schlenk Engineering College
2008 - Marico, Edible Oil Business; Hindalco Industries, Renusagar
Power Divn; PT. Indo-Bharat Rayon; Venture Infotek Global; SIES
College of Management Studies; Dr L H Hiranandani Hospital 2007 -
Bihar Caustics & Chemicals; MaFoi Management Consultants; Prima
Automation; Manipal University; P D Hinduja National Hospital &
MRC
20. Past Winners(ctd.) 2006 - Datamatics Technologies; National
Education Society; PT. Indo Liberty Textiles 2005 - Tata Chemicals;
Larsen & Toubro, ECC; DAV Public School; PT. Elegant Textile
Industry 2004 - Tata Chemicals, Chemicals Division; Bharat Heavy
Electricals, Boiler Auxiliaries Plant; i-flex solutions 2003 -
Birla Cellulosic 2002 - Reliance Industries, Hazira Manufacturing
Division; University Institute of Chemical Technology 2001 - Indo
Gulf Corporation; Satyam Computer Services 2000 - Thai Acrylic
Fibre; Infosys Technologies 1999 - Housing Development Finance
Corporation 1998 - Vikram Cement
21. The Global Performance Excellence Award Formerly the
International Asia Pacific Quality Award Asia-Pacific competition
Only national award winners can compete IMC RBNQA winners have won
the GPEA for 11 consecutive years
22. GPEA: Past Winners 2012 - Britannia Industries; Sri Vishnu
Educational Society 2011 - Lanxess India, Nagda; Information
Systems Resource Centre, Otis Elevator, Pune; Global Indian
International School, Queenstown Campus, Singapore 2010 - Larsen
& Toubro, Electrical Standard Products, Mumbai &
Ahmednagar; DTPS, Reliance Infrastructure, Dahanu; GTL, Mumbai;
ICICI Prudential Life Insurance, Mumbai; Lanxess India, Nagda;
Marico, Mumbai; Moolchand Medcity, Moolchand Hospital, New Delhi;
Mepco Schlenk Engineering College, Sivakasi 2009 - Hindalco
Industries, Sonebhadra; Marico, Jalgaon & Goa; Venture Infotek
Global, Mumbai; Dr L H Hiranandani Hospital, Mumbai 2008 - MaFoi
Management Consultants, Chennai; Manipal University, Karnataka 2007
- Tata Chemicals, Babrala; Datamatics Technology, Mumbai; PT. Indo
Liberty Textile, Indonesia 2006 - Tata Chemicals, Mithapur; PT.
Elegant Textile Industry, Jakarta 2005 - Bharat Heavy Electricals,
Ranipet 2004 - Reliance Industries, Hazira 2003 - Indo Gulf
Corporation, Jagdishpur 2002 - Thai Acrylic Fibre, Thailand
23. Vivek Talwar In the Tata Group, we follow the Tata Business
Excellence Model (TBEM) which, like the RBNQA, is based on the
Malcolm Baldrige Award process. In my previous organization - Tata
Chemicals, we had decided that while we apply as an integrated
enterprise for TBEM, we would have our main sites apply separately
for RBNQA. Over the years from 2002 to 2007, both our critical
sites Mithapur in Gujarat and Babrala in UP charted their Business
Excellence journey using the assessment process of RBNQA, and won
the Commendation Certificate, Certificate of Merit, the RBNQA
Award, and finally by 2006 and 2007 respectively, both Mithapur and
Babrala won the Asia Pacific Quality Award. The year 2007 was also
the year when Tata Chemicals won the coveted JRDQV award in TBEM.
Through this process Tata Chemicals got valuable feedback at the
sites level, which helped them become higher performing, and this
complemented the journey that we undertook through TBEM at an
enterprise level.
24. 1. IMC RBNQA Examiners are our biggest asset 2. The Code of
Ethics for Examiners is a differentiator 3. Commitment to the
four-stage examination process Examiners
25. Applicants 1. Process of writing an IMC RBNQA Application
is a voyage of (positive) discovery 2. Applicants invest 3 months
of a team of 5-7 managers in preparing an application 3.
Application writing requires 5-6 iterations 4. The Application is
widely used for induction training 5. Applicants typically require
3 cycles of participation before they win an award 6. Feedback
Reports have served to catalyze change in Business, Healthcare and
Education
26. 1. Attracting SMEs Challenges 2. Attracting governmental
institutions 3. Attracting overseas Indian organizations 4. TIME of
volunteers 5. Attracting faculty as Examiners 6. Takes 3 cycles for
an Examiner to mature 7. Benchmarking data for applicants
27. 1. On-line training to explode the Excellence Culture 2.
Building Best Practices Clusters (Manufacturing, Services,
Healthcare, Education) with neighboring countries
28. IMC Juran Quality Medal 2012
29. Dr J M Juran 1904 - 2008
30. Criteria Establishing customer-driven quality Combining
statistical thinking and management for quality Improving the
supplier aspects of quality Improving the human aspects of quality.
Demonstration of outstanding leadership in:
31. Criteria Evidence of: Effective quality management
training/consulting Successful promotion of quality management
publications/books/instruction systems Substantial original
research Substantial quality management research that has social
significance Furtherance of quality awareness through
articles/conventions Distinct philanthropy dedicated to promotion
of quality management.
32. Past Winners: IMC Juran Quality Medal 1999 1998 19972000
2005 2004 2003 2002 20012006 2009 2008 2007201020112012
33. It was an honour to receive the IMC Juran Quality Medal,
one of the foremost quality accolades. I owe this award to my
colleagues at the Mahindra Group, who have made quality a way of
life. At the Mahindra Group, Quality is a continuous process. Our
definition of the term Quality goes beyond its conventional use to
describe an attribute of products and services - it encompasses the
quality of our management and business processes. We have therefore
devised the Mahindra Quality Way, which provides companies in the
group a standardized approach to continuously and systematically
improving key management and business processes with the objective
of fulfilling the needs of all stakeholders. Anand Mahindra