Friday, June 25, 2010

Quality: Indian perspective

| "If you consistently chase perfection, somewhere in the way you will catch excellence..."

Post written by Anshul Gupta. Follow me on twitter.

Quality: The most important word for every aspect of life; be it social activities, government, business world, education, training, writing, etc.

For different things, quality may be defined as:
Teacher: Degree of Head-Hand & Heart coordination
Customer: What constitutes customer's delight
Student: degree of learning, Placements, infrastructure, etc...

Over quality/ less quality, is bad quality; for example if a customer comes to buy a watch and finds that the watch is can show time with a error of .000001 sec in a year. That might be a bad quality for normal customer (except NASA or something like that), because the price of that watch may range between $1 million to $ 10 million! Similarly if the watch shows the time with an error of 1 hour per day!, than again its a bad quality, because with this much variation any one guess the time by observing sun or moon!!!

India has been very lazy in understanding the true importance of the word. Specially the public sector enterprises (PSUs) are very dissatisfying when it comes to quality of service delivery. Indian government has awarded Navratnas and Maharatnas (Symbol of excellence) status to these PSUs, but with reference to whom? PSUs would be the real Maharatnas when they are ready to face the competition (Global).

When it comes to service quality; attitude of service provider is a major factor. And today half of Indian economy is constituted by service sector only! Even the product manufacturing and then selling involves lots of service component in it; be it after sales services, or customer care handling.

The fundamental premise on which the pillars of quality are constituted can be told in Tom Peter's words:

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