Confederation of Indian Industry uality...

N E W S L E T T E R

uality Newsuality NewsJUNE 2012

Inside�National Business Excellence

Conclave

�Reliability & Standards amonglaboratories needed to build national confidence & credibility

McKinsey & Company’s presentation on“Accelerating value capture from global delivery”

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�Announcing National Summit onQuality in Education & Best Practice Mission to German Companies

�Activities & Programmes Conducted during May & June

�Forthcoming Programmes

�Contact Details

Andaman & Nicobar Administration inks pact with CII on improving quality of school education

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School Excellence Conclave &Education Excellence for School Leadership

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�Tata Consultancy Services software support to bolster CII-EXIM Bank Awardfor Business Excellence, 2012

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Chairman’s deskfrom the

Confederation of Indian Industry

The Institute celebrated its 11th AnniversaryDay on 9th May, coinciding with the FirstEdition of National Business ExcellenceConclave with the theme “Acceleratingorganizational improvement throughBusiness Excellence Approaches”, also heldon the same day. Mr. Suresh Kumar,Minister of Urban Development ,Government of Karnataka called for anational rethink on the crucial and criticalleadership challenges facing the nationwhere the Institute could play a significant roleof championing the excellence and the qualitymovement. Mr. R. Seshasayee, ExecutiveVice Chairman, Ashok Leyland and PastPresident CII delivered the keynote address on strategic decision making process and thechanging role of quality in the workplacewhere the ability to judge and assess latentdemand needed to be integrated. Creativeintuition too, as a differentiator, was the newmantra for leadership he emphasized. Mr.Ravi Venkatesan, Board Member, Infosys& Former Chairman of Microsoft Indiadelivered the IQ Anniversary Lecture whichfocused on Courage and HighAmbition as thetwo critical character traits and thecompetency of “learning agility” backed by atrack record of taking great “people decisions”as the necessary tenets of great leaders. Healso stressed on the need to integrateStrategy and Leadership decisions.

The Business Excellence Conclave proved tobe an exclusive platform that brought togetherthe successful experiences of industrychampions across different sectors to explorethe road towards becoming World Classorganizations. Pertinent issues centering onLeadership, Customer Driven Excellence,People Practices, Innovation and KnowledgeManagement were also deliberated. CII-IQBusiness Excellence Model which hasalready helped a large number oforganizations strive towards SustainableExcellence, continues to be the focal point of the Institute’s Excellence programme .

Ahighlight of the day’s function was the formalhanding over of the Award ManagementModule application package developed byTata Consultancy Services (TCS) for CII-IQ;a Java based software that would automatethe Award Management process for the CIIEXIM Bank Business Excellence Award. CII-IQ would be implementing this applicationfrom this year’s Award programme itself.A n o t h e r s i g n i f i c a n t i m p r o v e m e n timplemented from this year was a change inthe Award Assessment Process of the CII-EXIM Bank Award for Business Excellence.The consensus and the site visits have been clubbed into a single stage onsiteassessment (previously done separately intwo stages). The successful implementationof the Award Management Module wouldenable our award secretariat to performadvanced data analysis to provide usefulinputs for research on organisationspracticing Business Excellence in India.

Several companies have applied for thecoveted CII-EXIM Bank Award for BusinessExcellence and the assessment process isalready underway. The Award ceremony forthis year will be held on 2nd November duringthe National Quality Summit.

This year’s National Quality Summit will beheld in Bangalore 2-3 November with thetheme “Innovation of Quality- Quality ofInnovation”. The focus of the Summit will beon the quality of innovation becoming adifferentiating factor. A host of Internationaland National speakers will grace this year’sSummit, which is expected to be attended byabout 1000 industry captains, domainexperts, top bureaucrats, senior quality andstrategic planning professionals from acrossthe nation & abroad.

Dr. Richard Schonberger, Author ofJapanese Manufacturing Techniques whichwas instrumental in launching the lean-manufacturing era in the United States andProf. Yukihiro Ando, twice recipient of the

Regards

N KUMAR

Nikkei Quality control literature award &Deming prize winner will be prominent amongthe speakers. They will share their insights onhow manufacturing cannot be world classwithout parallel and supportive changesthroughout the enterprise, includingsuppliers, distributors and retailers. Othertopics that will interest participants will includeexploring the relationships between quality(continuous improvement) & innovation(Breakthrough Management), learning frominsights & approaches of companies who areacknowledged leaders in both innovation andquality and the sharing of successful casestudies of quality methodologies applied ininnovation-intensive environments.

There will be a Masterclass on RiskManagement on 31st October andMasterclass with Dr. Richard Schonberger on1st November 2012. I am requesting allmembers to block their diaries and join us atthe 20th Quality Summit.

uality Newsuality NewsConfederation of Indian Industry

National Business Excellence Conclave‘Accelerating Organizational Improvement through Business Excellence Approaches’

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NEWS LETTER JUNE 2012

11th Anniversary of CII IQ & NATIONAL BUSINESS EXCELLENCE CONCLAVE 9 &10 May 2012 at CII Institute of Quality, Bangalore

L-R: Mr L Krishnan, Chairman, CII Karnataka; Mr R Seshasayee, Past President, CII; Mr Suresh Kumar, Minister of Urban Development, Govt. of Karnataka; Mr N Kumar, Chairman, CII IQ; Mr Ravi Venkatesan, Board Member, Infosys & Former Chairman of Microsoft &

Mrs Greeta Varughese, Sr. Director & Head, CII IQ

Recalling the contribution of two world leaders Mahatma Gandhi andNelson Mandela and the hardships that they had earlier undergone togo on to create two major social changes in India and South Africa,Mr Suresh Kumar, Minister of Urban Development, Government ofKarnataka called for a rethink on the crucial and critical leadershipchallenges facing the nation. CII Institute of Quality needed to play asignificant role in further championing excellence and the qualitymovement in the country he said while delivering the Inaugural addresson the 11th Anniversary Day of the CII Institute of Quality and the FirstEdition of National Business Excellence Conclave 2012 with the theme“Accelerating organizational improvement through BusinessExcellenceApproaches”.

Delivering the keynote address on this occasion, Mr R Seshasayee,Executive Vice Chairman, Ashok Leyland and Past President CIIexpounded on the changing role of quality in the workplace. “Thediscipline of processes on the shop-floor, plunging ppm rates andcustomer satisfaction, comprising the founding tenets of quality, was apassé”, he said. Examples cited included on how tactics had becomemore relevant as a means of staying ahead in business; a shift awayfrom the regimentation of process control. “The judgment of assessinglatent demand” was a game changer and needed to be inculcated in thedecision making process”, he said. He further emphasized on theattention needed in the strategic decision making process among thetop leadership. “Creative intuition as a differentiator was needed for theinduction leap” he said indicating that budding leaders needed to be

taught this through the growth of compatible and conduciveeco-systems within the organization.

The IQ Anniversary Lecture was delivered by Mr Ravi Venkatesan,Board Member, Infosys & Former Chairman of Microsoft India whodelved on the existing crisis of leadership amidst opportunities. Heeloquently brought out how the leadership pipeline within theorganization can be created and nurtured like “blowing oxygen into thespark”. He further elaborated on how such sparks could be identifiedamongst potential leaders. He postulated that there are two criticalcharacter traits necessary for leadership positions namely Courageand High Ambition. Further, competencies of “learning agility” backedby a track record of taking great “people decisions” are the needs offuture leaders. He felt that for creating successful leadership policies,companies needed to hold current leaders accountable for thedevelopment of leaders, their betting on young talent and exposingthem to larger cross-functional roles including overseas stints. “There isa definite need to integrate Strategy and Leadership decisions,” heconcluded.

Earlier in his opening remarks, Mr N Kumar, Chairman, CII Institute ofQuality & Vice Chairman, The Sanmar Group while elaborating onthe growth of the Quality Movement led by CII and its NationalCommittee over the last two decades, enumerated the latest initiativesbeing undertaken by the Institute of Quality.


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Mr L Krishnan, Chairman, CII Karnataka State Council & ManagingDirector, Taegutec India Pvt Ltd in his concluding remarks once againreiterated the importance of leadership and its concomitant qualities fororganizations to flourish.

A highlight of the day’s function was the formal handing over of theapplication package developed by Tata Consultancy Services (TCS)to CII-IQ; a Java based software that would automate the AwardManagement process for the CII EXIM Bank Business ExcellenceAward. CII-IQ would be implementing this application from this year’sAward programme itself.

The National Business Excellence Conclave, organised by the CIIInstitute of Quality on 9 & 10 May, 2012 in Bangalore, brought forth thesuccessful experiences of industry champions from different economicsectors to explore the road ahead to become World Class organizationsand deliberate on various aspects of Leadership, Customer DrivenExcellence, People Practices, Innovation and KnowledgeManagement.

The Business Excellence Model propagated by CII Institute ofQuality, is a business model which has helped hundreds oforganizations around the globe to strive for Sustainable Excellence. Itprovides a common framework and language that facilitates theeffective sharing of information between organizations, transcendingsectoral, cultural and maturity barriers. Adoption of BusinessExcellence framework as a management approach, enablesorganizations to address challenges effectively and comprehensivelyto differentiate themselves from the rest.

Session: Leadership Excellence: DrivingSustainable Performance in Turbulent Times

Mr R Srinivasan, Session Chair & Past Chairman, CII Karnatakaemphasised that the thrust of Business Excellence started fromLeadership even more so in changing and uncertain times. It wasappropriate, than ever before, to look towards excellence and theExcellence framework as the key for sustainability. Mr L Krishnan,Chairman, CII Karnataka State Council & Managing Director, TaegutecIndia commented that the present situation was such that varyingleadership styles were needed to suit different situations. Whiledifferent leadership styles were available, the situation dictated as towhich style needed to be exhibited. Dr Ganesh Natarajan, ViceChairman & CEO, Zensar Technologies opined that while India neededto grow beyond 9% to leverage the demographic dividend, itsLeadership needed to be sustainable and predictable. While Innovationhe said would propel organisations forward, ways and means neededto evolve to employ the nation’s growing population. Mr VRavichandar, Chairman, Feedback Consulting while outlining thevarious leadership traits, said that leadership, at a professional level,was about leading by example in a hands-on manner, having thecourage to show as to who had the mandate besides having the abilityto see beyond and plan for the future. His role was that of a “conductorof an orchestra”, he concluded.

Session: Customer Driven Excellence: SectoralPerspectives

Mr S Chandrasekhar, session chair & Immediate Past Chairman, CIIKarnataka & Managing Director Bhoruka Power Corporation Ltd notedthat while the developed world had been unable to cope up with globalchange, it was the BRICS nations that were driving the consumption ofgoods and services. With the high volatility in world economy indicators,it was the leadership role in such an environment will would bechallenged. Mr Shiv Gupta, Managing Director, RBS Private Banking noted that Business Excellence was a result of integrated set of choicesmade around several elements of organisation and strategy. WhilePrivate banking constantly tried to be innovative, their products couldn’tremain unique more than couple of weeks hence the only way todifferentiate Private Banking was to provide great customer experiencebased on perception of integrity, products and service offerings,engagement mechanisms and the Bank’s response to changing clientneeds. Mr Gaurav Loria, Coordinator Quality and StrategicManagement- Apollo Group of Hospitals and Head-Quality, ApolloClinics while identifying Screening & Prevention, Treatment Selection,Treatment Management and Follow Up Care as the four key areasneeding greater patient engagement, noted that Healthcareexpenditure was expected to grow by 12% per annum during 2011-15with the Union Government having allocated USD 5.6 Billion in 2011-12on health (an increase of 11% from the previous fiscal).He called forenhanced improvement in organization efforts, spread over differentphases, as Patient Experience Improvement Initiatives. Mr G KSuresh, General Manager- Foods Division, ITC Foods whiledifferentiating between passive and active consumer engagements,said the that the moment of truth was the store from where the customerfinally bought the product. Noting the relevance of any superior product,he also underlined the role of social media where one needed to be everalert and vigilant to register customer loyalty. Mr Mahesh Aiyer,General Manager, Taj Hotels citing various constraints in deliveringdesirable customer service which required 24 hour attention to detailand observation, said that organisations needed to make choices suchas Values, Culture, Belief, Behaviour and Way of Life to either amplify orsuppress its customer service behaviour. In the service industry, refusalof a customers demand or not having what the customer wantedcreated service problems which needed to be ably tackled by theemployees. Hence, publically recognising capable employees wascrucial in any organisations quest for customer satisfaction which oftenneeded to override its revenue compulsions.

Session: The New Models of Innovation

Prof Rishikesha T. Krishnan, Professor and Area Chairperson in theCorporate Strategy & Policy Area, IIM – Bangalore spoke on fourthemes including building a robust challenge around selectedinnovation themes, exploiting the power of platforms as in the case ofTATA , 3M, Biocon’s products, the innovations needed across the ValueChain and adapting a Nuanced Approach to BoP Innovation. MrSantosh Anoo, Principal, Head of Strategy and Operations, DeloitteConsulting India Private Limited while postulating the 10commandments of disruptive innovation, strongly recommended itsPractice failing which organisations would be derailed.



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Noting that there was a lack of innovation at the highest levels inorganisations, he recommended the need for process metrics forInnovation to be able to offer relevant products at correct prices. Mr CVSubrahmanyam, Head BE, CII-IQ presented the evolution of BE inCII starting from the handful of Manufacturing Organizations mainly thePSU’s, to the adoption of the framework by the service industriesfollowed by other sectors such as Healthcare, Hospitality, Infrastructurecompanies and particularly the emerging scenario of SMB’s getting intothe fold. He also mentioned that a host of initiatives had beenundertaken by the CII BE team to help Organizations practice thisframework by way of Training, Consulting, Assessments, SelfAssessments, Facilitated assessments, Joint assessments and Themebased assessments while urging the industries to adopt this holisticframework for enhanced competitiveness.

Session 4: Knowledge Management for drivingBusiness Excellence

Prof R Jayaraman, Professor, Operations Management, SP JainInstitute of Management and Research as the Session Chair whilenoting that Knowledge Management (KM) was started from a Swedishcompany observed that it was tacit and explicit and had beenimplemented widely in the Pharma and Bio Tech industries. Mr KishorePoduri, HR Head, eClerx Services Ltd while reflecting that KM was nota new phenomenon and that the Vedas had always been the focus of knowledge sharing, felt that Growth, Client complexities and Employeeturnover were prime KM drivers where use of people, processes,technology, methods made KM more structured. Observing that KMcould be effective in overriding attrition to ensure seamless servicedelivery, he said that while SharePoint was a good way to start theorganisation’s KM journey and Peer to peer learning could be donethrough Wikis and Blogs, interested groups should come together andshare Best Practices often aided by a knowledge anchor in thecompany. Relating how ‘Know Tube’was a portal developed by his

organisation to share videos on KM, he suggested that organisationscould implement communities of practices where an email getscirculated only to the concerned group for knowledge sharing. MrSagar Paul, Chief Knowledge Officer, Mindtree noted that though KM had started from Manufacturing, it was the IT & ITES organisationswhich had leveraged technology to make it more robust. KM neededintrinsic motivation and volunteerism to succeed, importantly to capturethe tacit knowledge and convert it into explicit knowledge for everyone’sbenefit given the realities of automation and employees retiring. Statingthat KM was meant more for sharing and eliminating the re-invention ofthe wheel, he related how his organisation gave people lot of avenuesto meet and share information in informal settings rather than formalsettings, working on emotional infrastructure and physicalsurroundings such as workplace design and ambience. Mr VedPrakash, General Manager & Head, Knowledge Management, Wipro Technologies while noting that a typical KM framework helps reducingcost on trainings on skills, organisations needed to have metrics toassess the utility of this tool and measure the ROI on KM. Organisation,he felt, needed to articulate a KM Vision as it was linked to businessdrivers without which there ceased to be a strategic fit and cease to bean important tool for project management across complex multi site andmulti location projects. Building a KM portal required collaboration withinvited “communities” to share information on a common point ofinterest with underlying rules of governance and taxonomy on thecontent being uploaded in the KM portal.

Session 5: Succeeding through People- ValuingWorkforce and Partners

Dr V K Koshy, Former BEL Chairman & Session chair said that while agood product was the responsibility of all the workforce of anorganisation, ‘Futuristically State of the Art’ helps to visualise a productwhich would be ready in 2 -3 years down the line. It required a lot ofcreativity, innovation etc for which the management has to provide thelatest techniques like simulation software for visualising a product.While managements had to be ethical and inspirational to ensure that state of the art products are launched, it also had to nurture ‘ValuableSuppliers’ (VS) who could upgrade or develop new product that theyhad been supplying over the years in a cost competitive spirit. Prof R Jayaraman, Professor, Operations Management, SP Jain Institute

10 Commandments of Disruptive Innovation

1. Make worse products than your competitors 2. Don’t go after the most profitable customers; go after those

who don’t buy at all 3. Don’t sell to demographic profiles, sell to the jobs people want

to get done 4. Don’t focus on your core competence; focus on what drives

value 5. Escape commoditization by following profits along the value

chain 6. The most successful managers are not necessarily the best

ones 7. No matter how good your company is, the new innovation may

need a separate home 8. Let the new team make mistakes and figure it out on their own 9. Be impatient for profits but patient for growth10. Leaders must know when to break away from good ways of

doing things


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of Management and Research emphasised that employees were anasset of the organisation which required regular ‘servicing’ (training anddevelopment) as it was expensive to replace them. Underlining thetenets of people management, he opined that managements neededemployees to “feel needed”, be an integral part of the organisation andcontribute to its bottom line. Mr Gopikumar, Plant Head Bosch Nasik,spoke of the HR initiatives practiced at their Nasik Plant. It included theManagement Potential Review where the potential of all associates in their area of responsibility was discussed amongst HR partners, RangeHead and Plant Management; Individual Development Discussionwere the professional development goals of the associate werededicatedly discussed besides other welfare and gender diversityissues.

Panel Discussion: Process driven Organizationvs. Innovation

Mr G Jagannathan, Executive Vice President and Global Head ofBusiness Excellence, Tata Technologies chaired the session anddelivered the keynote address. The other panellist included MrJagdish Ramaswamy, Chief Operating Officer, The Akshaya PatraFoundation, Dr Raja Krishnamurthy, Vice President- R & D, 3 M IndiaLtd and Dr Sriram Akundi, Associate Vice President, Biocon Ltd. MrJagannathan explained about process Excellence with all thepanellists concurring that Innovation needed an element of ProcessOrientation and was not sporadic as it is often made out to be. Be it fordrug development of Biocon, or for ISCKON’s huge kitchen that churnsout healthy meals in a few hours feeding thousand of hungry children orfor 3M’s famed product line up, Innovation is looked into as a process which is driven systematically to achieve results thereby putting acrossa full stop to the thought of innovation being sporadic.

With over 150 delegates attending, Mr C V Subrahmanyam, HeadBusiness Excellence, CII-IQ summed up the proceedings of the maidenconclave which was conceived to bring the practitioners of Excellenceunder one roof and trying to learn from one another across sectorsthereby bringing in new perspectives and thoughts on many aspects ofthe Excellence Model. There was a concerted attempt too to link up toacademia and research institutes so that the interface and application becomes stronger.


For more information on Business Excellence and the

CII-EXIM Bank Award for Business Excellence, please

contact Mr C V Subrahmanyam, Principal Counsellor,

CII Institute of Quality at [email protected]

Dr Thirumalachari Ramasami, Secretary, Department of Science and Technology & Chairman, NABL delivering the inaugural address at the 1st National Conclave for Laboratories in New Delhi on 4 April 2012. Others from left: Mr Anupam Kaul, Principal Counselor,CII-IQ, Prof R C Budhani, Director, NPL, Mr Anil Relia, Director, NABL, Mr N Kumar, Vice Chairman, Sanmar Group & Chairman

CII-IQ and Ms Greeta Varughese, Senior Director & Head -CII Institute of Quality

Reliability & Standards among laboratories needed to build national confidence & credibility

1st National Conclave for Laboratories organised


NEWS LETTER FEBRUARY 2012

The 1st National Conclave for Laboratories was jointly organized andconducted by CII Institute of Quality and National Accreditation Board for Testing and Calibration Laboratories (NABL) on 4th and 5th April2012. Measuring systems and laboratory practices have undergonesignificant transformation in the last 2 decades. Global developmentssuch as the emergence of accreditation systems, technical regulations,and enhanced use and reliance on voluntary conformity assessments have pitched the need to have reliable test and calibration resultscenter-stage. India has kept pace with these developments by setting up one of the earliest accreditation frame-works. However theincreased expectations and the sheer volumes present new challengesin sustaining credibility’s nationwide. In view of these challenges, thefirst Conclave was held on the theme ‘Credible Laboratory Practices-building confidence nationwide’.

Participants from various sectors like Industries, Laboratories(accredited and non-accredited), R&D institutions, Equipmentmanufacturers, Regulators and Governmental organizations attended the Conclave. UNIDO supported the event by sponsoring delegatesfrom SAARC region.

The conclave was inaugurated by Dr T Ramasamy, Secretary,Department of Science and Technology. Mr N Kumar, Chairman-CII-IQwelcomed the delegates and emphasized on the relevance of theConclave in light of the increasing importance of testing not only forbusinesses but also for the common man. Dr T Ramasamy in hisinaugural address dwelled on the theme of the conclave –buildingcredibility for Indian laboratories which played an important part inenhancing the acceptance of domestic produced goods in the globalmarkets. He said that credibility had to be earned which needed a lot ofhard work and discipline. He added that nationwide confidence impliesbuilding partnerships and exhorted organizations like NABL, CII andNPL to work together. . He advocated that laboratories should becomecustodians of trust and also develop a service orientation, whichtogether will lead them to success in the long run and help buildcredibility. Dr Ramaswamy applauded the effort put in by CII inorganizing the laboratory conclave which brought together all thestakeholders connected with testing and measurements on a commonplatform for the first time. Prof R C Budhani, Director, NationalPhysical Laboratory said that the entire programme of Quality &Conformity Assessment is undergoing a process of change andtherefore the respective organizations such as NPL (India’s NationalMetrological Institute), NABL and BIS need to respond to the enhancedexpectations and demands of the user groups as well as the scientific community.

The technical session on ‘Enhancing reliability of laboratory practices –International & National developments and future strategies’ set thetone for the conclave. Mr Anil Relia, Director, NABL spoke about policyperspectives for laboratory accreditation at National and Internationallevel and the work done over the past decade in mobilizing massrecognition for the laboratory accreditation programme, which now hasmore than 1650 laboratories under its fold. In the past couple of years,the notable participation of the clinical, diagnostic and blood banklaboratories is a watershed in enhancing the quality of medical care inIndia. The challenge lies, he said, in the sustenance of the system asmore and more laboratories join the fold. Dr Ashish Bandopadyay,Chief Scientist NPL talked about India’s participation and contribution inthe global reference standards and unveiled plans of a participativeprogramme for developing certified reference materials in India, thatwill not only help improve reliability of results but also reducedependence on imported CRMs. Mr C K Maheshwari, Chief(Laboratories), BIS spoke on the role played by BIS as a NationalStandards Body in the development of standards on metrology andtesting. Mr Anupam Kaul, Principal Counsellor, CII-IQ introduced theConclave theme to the audience and informed on the catalytic rolebeing played by CII in the past couple of years in promoting crediblelaboratory practices and accreditation. He also mentioned that theunderstanding developed between CII and NABL is being translatedinto a series of national level interventions to the advantage of Indianindustry.

A session on “National System and Global Demand -Bridging the gap”was addressed by Mr Dilip Gianchandani, Country Head, Intertek

Services who highlighted the convergence of conformity assessmentsystems globally and how testing and calibrations were integrated withcertification schemes. Dr T Venkatesh, Professor Emeritus- St John'sNational Academy of Health Sciences, Bangalore spoke on howadvancements in diagnostic services is enhancing India’s preferenceas a destination for medical tourism.

Chairing the session on ‘Building credibility in laboratory results’ Dr S KSaxena, Director, Export Inspection Council spoke on acceptance oflab results in International trade through mutual recognitions. India’sexport of fish and other food products depended largely on the testsconducted in laboratories that were approved in conformance to thestandards demanded by the importing region’s technical requirementssuch as the EC Regulations. It was imperative, he said that laboratoriessustain the high performance levels as any consignment rejection by animporting country not only leads to financial but also reputation loss tothe country. This session also highlighted the importance of Proficiencytesting providers and Certified Reference Material in ensuring thereliability of test results through two very well researched presentationsby NABLLeadAssessors, Mr S Subraminian and Ms Shobha Hegde.

As a conscious effort to provide latest developments in the areas oflaboratory practices, a session ‘New Concepts in laboratory practices’covered presentations on creation of energy efficient laboratories byMr Sathya Murthy, Managing Director. Kewaunee ScientificCorporation India Ltd. Mr Robert Benz, Director, AIS, USA, presented avery informative overview on advances in laboratory informationmanagement systems. In another session on ‘Developments in Testing& Calibration Technologies’ presentations were made by leadingtechnology suppliers in the field of testing and calibration. Theseincluded Concepts on Pure Air and its need in Laboratory by Atlanta Healthcare, Advances in mechanical measurements by Mr SuveerSadanand, Sushma Indistries, Compliance Engine by AGILENTTechnologies.

The Conclave highlight was a session on ‘Emerging businessopportunities for laboratories’ where developments in the fields ofproduct certification, Food safety certification, IT product registration,Environmental testing and India’s full adherence to GLP status weredeliberated. The key speakers for this session were Mr J S Kamyotra,Member Secretary CPCB, Mr Anil Jauhri, Director, QCI. Dr SGhonkrokta, Director (Enforcement), FSSAI, Mr Arun Sachdeva,Senior Director, STQC, and Dr K Sadasivan Pillai, Deputy ManagingDirector, Dr K M Cherian Heart Foundation.

Mr K C Mehra, Chairman, National Board for Quality Promotion, QCI (right foreground) and Mr N Kumar, Chairman, CII-IQ (left foreground)

exchanging the QCI-CII MoU signed on 4 April 2012 in New Delhi during the 1st National Conclave for Laboratories in the presence of DrThirumalachari Ramasami, Secretary, Department of Science and

Technology & Chairman, NABL (centre). The MoU aims at steeping the mutual co-opertion between the two organizations in the development and

propagation of Standards in India

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Another Conclave highlight was a ‘Panel Discussion’ to evolve a cleardirection for the development of a world class laboratory infrastructurein India. The panellists were eminent scientists and Heads of theNational institutes - Mr Murugesan, DG, CPRI, Dr S K Raza, Director,IPFT, Dr A S Bawa, Director, Defence Food Research Laboratoryand Dr S K Saxena, Director Export Inspection Council. The Keyrecommendations of this session were that while national confidencebuilding was a pre-requisite, Indian laboratory infrastructure needed tobe geared up to meet the growing stringency in internationalexpectations. For this, the key ingredients were to enhancecompetencies, augment technical capabilities and above all ensureintegrity in all operations.

The run-up to this year’s CII-EXIM BankAward for Business Excellencehas already commenced with the expiry of the 30thApril deadline for thesubmission ofApplication forms.

To further strengthen this year’s Award process, CII Institute of Qualityis very fortunate to have received the software and technical supportfrom the software powerhouse, Tata Consultancy Services (TCS)!

Under the leadership of Dr N M Bhatta, a team of experts from TCSdeveloped the Award Management Module for the CII EXIM BankBusiness Excellence Award which was formally handed over to CII-IQduring the Institute’s 11th Anniversary Day celebrations on 9th Maycoinciding with the First Edition of National Business Excellence

There was a broad consensus that the National Conclave, should be anannual feature, as it provided a common platform to share, discuss andevolve policy on all critical and emerging issues relating to testing,calibration and laboratory management practices.

Conclave 2012. This application shall be implemented from this year’sAward programme. CII-IQ sincerely appreciates Team TCS’s kindgesture and goodwill to support its Excellence movement and Awardprocess.

A significant improvement that is being made to the Award assessmentfrom this year is the change in the Award Assessment Process of theCII-EXIM BankAward for Business Excellence. The consensus and thesite visit are combined into a single stage onsite assessment(previously done separately in two stages). Implementation of theAward Management Module would enable award secretariat to carryout detailed analysis of data and bring out more useful inputs forresearch on organisations practicing Business Excellence in India.


For further details on Quality Management Systems &

Laboratories please contact Mr Anupam Kaul, Principal

Counsellor, CII-IQ at [email protected]

Tata Consultancy Services software support to bolster CII-EXIM Bank Award for Business Excellence, 2012

by

C V Subrahmanyam, Principal Counsellor, CII Institute of Quality

Team TCS handing over the Application Software to the CII-IQ Business Excellence team during the 11th Anniversary Day of the CII Institute of Quality and the First Edition of National Business Excellence Conclave 2012 on 9th May 2012 at Bangalore


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NEWS LETTER FEBRUARY 2012

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Some of the other specific initiatives that are proposed this year include:

New Publications:

�Small and Medium Business ‘Guidelines forApplication Document�The Excellence Model Brochure�SelfAssessment for Business Excellence –AWorkbook�BEArchitecture ’

New Trainings being planned:

�Module wise Training

Events/ Competitions/ Missions contemplated:

�BE Conclave for sharing of Best Practices

The CII Institute of Quality (CII-IQ) of theConfederation of Indian Industry which has been inthe forefront of Educational Excellence in the countryfor over a decade firmly believes that Excellentinstitutions plan and manage internal resources andexternal partnerships and suppliers to support all theeducational institution’s processes. During planningand managing resources and partnerships theybalance the current and future needs of the institution,

community and environment.

CII-IQ continued its journey of promoting awareness on the subject of Quality in Education through workshops and showcasing role modeleducational institutions.

School Excellence Conclave

CII-IQ, YI chapter of Vizag jointly hosted its maiden edition of SchoolExcellence Conclave in Visakapatnam on 11April 2012.

Mr G Sambasiva Rao, Chairman, CII Visakhapatnam Zoneinaugurated the Conclave and Mr A K Sharma, Director, Navy ChildrenSchool, Vizag delivered the theme address.. Other Speakers includedMr Vasu Prakash, CEO, Sri Prakash Group of Institutions.

The basic objectives of this Conclave were to

�Update all educational stakeholders about the changing needs ofthis sector.

�Emphasise on the importance & sustenance of Quality Education.� Provide an opportunity for dialogue among educational leaders for

sharing their strategies, innovations, successes, challenges andconcerns which would enrich their knowledge and perspective foreffective and sustainable growth of Schools.

�Excellence Practice Competitions�Excellence Missions (Both Domestic and International)

Academic Courses:

�Education Modules for Industry Professionals

The broad topics deliberated in the Conclave included the status ofschool education in the past, the present trend in school education andthe challenges that institutions would face in future to deliver qualityeducation. A government and private school shared their experiences on the importance of NABET Accreditation in sustaining quality,establishing systems and processes. The changes required inpedagogy, the various resource integration and importance of life skillsfor improving the effectiveness in teaching learning process was alsopresented by various speakers. There was also a panel discussion by ateacher, management representative, principal on the challenges eachstakeholder faces in improving the quality of school education.

For more information on the CII-EXIM Bank Award for

Business Excellence and the use of this software,

please contact the author Mr C V Subrahmanyam,

Principal Counsellor, CII Institute of Quality at

[email protected]

Quality in School Education

School Excellence Conclave & Education Excellence for School Leadershipby

Dr A Senthil Kumaran, Principal Counsellor – Education Excellence, CII Institute of Quality

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Cdr. A K Sharma, Director, Navy Children School, Vizag delivering the theme speech


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The case studies on their excellence journey were presented byKendriya Vidyalaya, BVM Global, TVS Schools, The Future foundationschool, Ladder Education services & The vizag international school & others shared their experiences.

Around 80 participants, Principals, Senior Teachers, Administratorsand Management committee members from various schools in andaround Visakapatnam who are embarking on excellence journeythrough the quality approach, supporting the cause of education incorporate and non government sectors, attended the conclave.

Education Excellence Programme for SchoolLeadership Team

The need to look at relevance of practices in the schools to enhance thequality of education was emphasised by Dr A Senthil Kumaran,Principal Counsellor, CII Institute of Quality, Bangalore, who was thekey resource person at the two days programme organized byConfederation of Indian Industry (CII), Northern Region jointly with CII-IQ on 3-4 April 2012 at Poornima Institute of Engineering & Technology,Jaipur. The objective of the programme was to empower schoolleadership teams with quality management, tools and techniques tohelp them enhance the effectiveness of the education processes intheir campuses.

The programme was attended over by 30 participants from 16 schoolsincluding Kendriya Vidyalayas, Jawahar Navodaya Vidyalayas, MGDGirls School, Presidency School,Ajmer, S V Public School, Delhi PublicSchool (DPS), Azim Premji Institute for Learning and Development andParadise Children Academy. The programme focused on providing aninsight into the philosophy of “Total Quality Management in Education”,its application and benefits to the school and institutes. This programmelaid down special emphasis on school education and day–to-daychallenges in managing schools and institutions.

Appreciating CII’s Education initiative, Chief Guest Dr Seth shared thatin school education, there was a need for identifying & developingcompetencies of the students, improving student’s skills, teaching-learning process, and also emphasized to focus on the “Why”component of information & knowledge.


Mr G Sambasiva Rao, Chairman, CII Visakhapatnam Zone welcoming the gathering. Others from left to right: Mr Vasu Prakash, CEO, Sriprakash Group of Institutions, Mrs Poonam Shah Srinath, Chapter Chair, CII YI,Vizag Chapter, Cdr. A K Sharma, Director, Navy Children School, Vizag ,

Mr. K Ganesan, Head, CII – Vizag Zone & Mrs S Sayeelakshmi,Senior Counsellor, CII Institute Of Quality, Bangalore

Chief Guest Dr S M Seth, Chairman, Poornima Group of Colleges, Jaipur speaking during the programme

Dr A Senthil Kumaran, Principal Counsellor, CII Institute of Quality, Bangalore conducting the programme

Participants of the Education Excellence programme


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Quality School Leadership Programme for Schools managed byKLE Society

An exclusive residential programme was designed and delivered on theprinciples of Total Quality Management for 25 principals & seniorleadership team members of the 16 schools managed by KarnatakaLingayat Educational Society at Belgaum.

The Programme objectives were

�To create / raise awareness on Quality Management Principles andPractices.

�To expose participants to widely used Quality Management Toolsand Techniques which can be used to bring change scientifically &systematically.

�To help schools understand the need for processes.�To help schools map, measure and improve processes.�To help participants recognize their leadership roles in creating an

collaborative school environment.�To adopt the TQM Approach for continuous improvement for

satisfaction of all stakeholders.

This 6 days capacity building for schools leadership covered variousaspects of Quality schools governance by understanding the needsand expectations of various stakeholders of school. The topicscovered were Quality- Concept, Evolution of Quality, TQM : Definition,its principles & the need in educational institutions, The role of schoolLeadership & leadership qualities, importance of educational planning,various education excellence frameworks, the definition of educationalprocess, mapping of processses with measurements & processimprovement, the need to create a collaborative school culture,establishing a cleaner & safer campus, Quality tools for decisionmaking, Quality improvement projects and how to manage changes inschool for enhancing and sustaining Quality. The Programmepedagogy included hands on activities, classroom lectures,presentations, discussions , inspiring movies and case studies.

The participants finally came out with a clear roadmaps with definedtimelines for implementing change initiatives in their respectivecampus.

Participants of Quality School Leadership Programme for Schools managed by KLE Society, Belgaum

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Participants of Quality School Leadership Programme for Schools managed by KLE Society, Belgaum

Sharing their learning

For more details on the Educational initiatives of the CII Institute of Quality, please contact Dr Senthil Kumaran, Principal Counsellor,CII-IQ at [email protected]


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journey based on an agreed roadmap with the aim of achievingaccreditation by NABET.

Based on the learning & progress made during the processimplementation of the first cluster, more school clusters may be addedover a period of time to accelerate the pace and scale of implementationof the project.

Andaman & Nicobar Administration inks pact with CII on improving quality of school education

Mrs Greeta Varughese, Senior Director & Head CII Institute of Quality exchanging the MoU with Mr R Devdas , Director-Education Andaman & Nicobar Administration. Others from left: Dr A Senthil Kumaran, Principal

Counsellor - Education Excellence, CII-IQ, Mr Shakti Sinha, IAS Chief Secretary, Andaman & Nicobar Administration and Mr Bhupinder S

Bhalla, IAS, Secretary & Commissioner, Education, Andaman & Nicobar Administration. The Directorate of Education, Andaman & Nicobar

Administration is implementing a new initiative titled “Project Shikshotam” towards the improvement of quality of school education in Andaman &

Nicobar Islands through a partnership with CII Institute of Quality.

Stakeholders of “Project Shikshotam”

For more details on this unique project, please contact Dr A Senthil Kumaran, Principal Counsellor, Education Excellence at [email protected]

The Directorate of Education, Andaman & Nicobar Administration isimplementing a new initiative titled “Project Shikshotam” towards theimprovement of quality of school education in Andaman & NicobarIslands through a partnership with CII Institute of Quality.

CII Institute of Quality has been working in the area of quality for over 10years and has helped several educational institutions in imbibingvarious quality models/frameworks for management of their campus.The Institute has experience with all types of schools, viz., Government,Government aided and privately managed, covering various boardsand locations. The Institute has exposure and implementationexperience of various frameworks, assessment process and scoringmethodology in various models like ISO 9001 : 2008 QualityManagement System, Quality Council of India – National AccreditationBoard for Education and Training (NABET), European Foundation forQuality Management Model, National Assessment and AccreditationCouncil and has further developed their own CII School EducationModel for Quality. The team has assessed over 100 schools based onvarious frameworks and curved a path for excellence.

To formalize the partnership, a Memorandum of Understanding (MoU)was executed on 11thApril 2012 between Directorate of Education andCII Institute of Quality, Bangalore. The MOU was signed by the Directorof Education, A&N Administration and Senior Director and Head, CIIInstitute of Quality at Secretariat, Port Blair in the presence of ChiefSecretary. Commissioner & Secretary (Education) was also present.

Under the MoU, CII Institute of Quality will help and assist theDirectorate of Education in the following major aspects: -

(i) Facilitate development of roadmap for implementation of ProjectShikshotam in government schools managed by A&NAdministration. This would include the facilitation of developmentof a vision document.

(ii) Develop a cluster of 10 schools, which would work togethertowards improving their practices and performance, throughmutual sharing and learning. These schools would undertake a


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Click to view McKinsey & Company’s presentation on “Accelerating value capture from global delivery” submitted as a

CII Knowledge Forum Discussion Document.

Click to downloadthe entire presentation

The presentation covers:

� Case examples�Approach to extract more value from global delivery� Insights from Project 360


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NATIONAL SUMMIT ON QUALITY IN EDUCATION‘Innovate, Lead and Share: Redefining delivery of Quality Education’

14 – 15 September 2012 : Infosys Limited, Bangalore

• 15th Edition • Concurrent session for School & Higher Education Institutions • Sharing of national & international best practices • Networking opportunities • Creating environment for for harnessing partnerships • Over 40 Speakers • Guided campus tour of Infosys Limited, Bangalore

Participant profiles

Principals / Senior Teachers / Lecturers / IQAC Coordinators/ SSAProgramme Coordinators / Administrators /Management committee members from Schools /colleges P/technical education institutions, who are embarking on excellence journey through the quality approach, CSR Heads working / supporting the cause of education in corporate and non government sectors.

Topics Include • Power panel : setting the stage for innovation in education • Environment for innovation – The mirror of our attitudes

and expectations • Evolution of revolution – integrating technology for effective

learning• Moments of collision of Ideas - learning from other sectors • Assessing innovation to implementation – Fresh

perspectives on assessment of Learning • From Apprehension to Appreciation – exploring the value

addition from accreditation • Inclusiveness – the guiding principle of a prosperous society

For more details & sponsorship opportunities please contact : K K Sudarsan on +91 9972711066 or Email [email protected]

Best Practice Mission to German Companies 6 to 9 August 2012, Germany“Coinciding with 60 years of bilateral relationship between India & Germany”

CII Institute of Quality is organizing the Best Practices Mission to Germany to showcase the best manufacturing practices of German companies tothe India Industry during 6th to 9th August 2012 and to gain from their experiences for building a competitive India. The Best Practices Mission toGermany is being organised in coordination with Centre of Excellence for TPM, Germany (CETPM). CETPM is a member of the InternationalAssessmentAgency Forum of Japan Institute of Plant Maintenance (JIPM), Japan.

Who should attend?

• Top Management• Plant/Factory/Works Manager• Engineering Managers

Programme Fee

Members Rs.1,10,000/- Rs.13,596/- Rs.1,23,596/-Non Members Rs.1,32,000/- Rs.16,315/- Rs.1,48,315/-

Contact Details

Tel: +91 80 65667804; 23289391 Fax: +91 80 23289388M: +91 9972633044 Email: [email protected]: www.cii.in; www.tpmclubindia.org

Fee Service Tax 12.36% Total

•• Continuous Improvement Coordinators • Factory Supervisors/Team Leader

Manufacturing/Industrial Engineers

uality Newsuality News

�Two day training programme on Understanding the Laboratory Management System as per ISO / IEC 17025:200530-31 May, Nagpur

�School Excellence Programme for Bharatiya Vidya Bhavan's R K Sarda Vidya Mandir5-8 June, Raipur

�19th Kaizen Conference7-8 June, Pune

�Best Practices in Manufacturing-Mission to Lean Organisations14-15 June, Bangalore

�School Excellence Programme for SDH Jain Vidyalaya22-23 June, Madurai

�ISO 17025:2005 Training25-28 June, Bangalore

�School Excellence Programme for MSMHS School29-30 June, Madurai

�Producing Zero defect4-5 June, Bangalore

�ISO 15189:2007 Training5-8 June, Hyderabad

�ISO 17025:2005 Training12-15 June, Bangalore

�School Excellence Programme in N H Goel World School14-15 June, Raipur

�School Excellence Programme for Ambassador School23-26 June, Dubai

�ISO 17021 and ISO 17020 Internal audit programme28-30 June, Mumbai

ACTIVITIES & PROGRAMMES CONDUCTED DURING MAY & JUNE 2012

FORTHCOMING PROGRAMMES July - August 2012

12-13 July,24-25 July, 2012

Development Programme for Executive

Secretariese

NEW DELHI

MUMBAI

28 August, 2012

Programme on Process Management

BANGALORE

20-21 August, 2012

Seminar on Key Performance

BANGALORE

20-21 August, 2012

Workshop on JH

NEW DELHI

30-31 July, 2012

Workshop on Makigami Analysis

PUNE

20-21 July, 2012

Seminar on Profitability Enhancement

MOM through LCM

NEW DELHI

18-19 July,6-7 August,

8-9 August, 2012

Education Excellence Programme

NEW DELHI

LUCKNOW

LUDHIANA16-17 July,2012

Lean Manufacturing - The Toyota Way

BANGALORE

26-28 July,22-24 Aug, 2012

Workshop on Assessment for Business

Excellence for Large Business

Organisations and Operating Units

BANGALORE

LONAVALA25-26 July,2012

QM Workshop

CHENNAI

CII Headquarters : Mantosh Sondhi Centre, 23 Institutional Area, Lodi Road, New Delhi 110003. Phone : 91-11-24629994 - 7 Fax :91-11-24626149 / 24633168



CONTACT DETAILS

Confederation of Indian IndustryCII Institute of Quality

Bharat Nagara 2nd StageMagadi Road, Vishwaneedam Post,

Bangalore - 560 091 T : +91 80 23286085 / 7690/9391

F : +91 80 23280314

Kolkata

Confederation of Indian Industry 6, N.S. Road Kolkata 700001 T : +91 33 22307727 / 28 / 1434F : +91 33 22301721, 22312700

Chennai

Confederation of Indian IndustrySouthern Region98/1,Velacherry main roadGuindy. Chennai 600032T : +91 44 42444555

F : +91 44 42444510

Gurgaon

Confederation of Indian Industry Plot No. 249 F, Sector - 18 Phase IV, Udyog ViharGurgaon - 122015 T : +91 124 4014060-67

F : +91 124 4014069 / 80

Pune

Confederation of Indian IndustryPune Zonal Office10th Floor, Office D, Godrej Eternia-C,

'B' Wing, 3, Off Pune Mumbai HighwayWakdewadi, Shivajinagar, Pune 411 005T : +91 20 66075800 / 01

F : +91 20 66075822

For further details, please contact:[email protected]


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