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

9. IMC RBNQA Applicants Since 1997 572 organizations expressed intent 434 organizations applied

10. Making Quality Happen

11. Awards Ceremony

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