IMCRamkrishnaBajajNationalQualityAward

ProcessandPractices

BestPracticeConference

SURESH LULLAFounder & Managing Director, Qimpro Consultants, India23 September 2013

Shri Ramkrishna Bajaj1923 - 1994

Promoting Performance Excellence in Business, Healthcare & Education since 1997

Criteria Framework

Macro ProcessEligibilityDetermination

AwardApplication

ExaminationNew ExaminersCertification Returning ExaminersRe-certification

IMC RBNQA Examiners’ Training Certified Examiner for Quality Management (CEQM): Public Certified Examiner for Quality Management (CEQM): In-house Annual CEQM Re-certification: Public

Examination Process

Awards Committee Review

Independent ReviewConsensus ReviewSite Visit Review

Judges Final Review

Individual ReportConsensusReportFeedbackReport

Over  1,100  examiners certified

250 examiners required per award cycle

5 examiners per application

500 examiner‐hours per application

IMCRBNQA Examiners’Pool

IMC RBNQA ApplicantsSince 1997572

organizations expressed intent

434 organizations

applied 

Making Quality Happen

Awards Ceremony

DeepakParekh

"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. Thetrainingofourteammembers,theevaluationprocessandthefeedbacksessionswereuniqueandrigorous. 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".

Quality Cell1. 5 permanent employees, and several on-call resources2. Promotes the IMC RBNQA3. Administers the award process through all four stages4. Conducts Executive Briefings in Business, Healthcare, Education5. Organizes public awareness seminars6. Organizes Examiners’ Training and Certification7. Publishes 6 Newsletters annually

Awards CommitteeConsists of a mix of office bearers, past applicants, and examinersPrimary role: Ensure the process of examination is on trackDetermines cut off scores for Commendation Certificate, Certificate of Merit, Performance Excellence Trophy, IMC RBNQARecommends to the Panel of Judges, a shortlist in each award category

IMC RBNQA Awards Committee, 2012SureshLullaFounder & MDQimpro Niraj BajajCMDMukand Pradeep ChinaiMDExedy India Tanil Kilachand

CMDPolychem

AnilKamathChairmanEsemcee DrKBKushalRegional Director (W)DAV Schools DrKalim KhanDirectorRizvi Institute VDeshmukhCEOForbes Facility

Panel of JudgesChaired by the previous year’s IMC Juran Medal winnerMix of leaders from Business, Healthcare, EducationSelects the winners, in each category, and ensure there are no litigations against the organization.

Panel of Judges 2012DrRAMashelkar,FRSNationalResearchProfessor,ChancellorofCSIR &PresidentGlobal Research Alliance

DrAnilKhandelwalChairmanCenter forMicrofinance

DrKBKushalRegionalDirector(W)DAV SchoolsRamaswamy Narayanan

DirectorInformation Systems Resource Centre (OTIS)

Meera SanyalChairperson&CountryExecutiveRoyal Bank of Scotland Group

ProfRupa ShahFormerViceChancellorSNDT Women’sUniversity

“The award process has benefitedtheIndianindustryintangible

andintangibleways. 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

Past Winners2012 ‐ Emami, Abhoypur, North Guwahati; SBI Life Insurance, Mumbai; Life Care Group, Indore; Global Indian International School, Balestier Campus, Singapore2011 ‐ Britannia India; HDFC Standard Life Insurance; Muljibhai Patel Urological Hospital; Sri Vishnu Educational Society2010 ‐ Lanxess India; Information System Resource Centre; Apollo Speciality Hospital; Global Indian International School, Queenstown Campus2009 ‐ Larsen & Toubro, Electrical Standard Products; Dahanu Thermal Power Station, Reliance Infrastructure; Mepco Schlenk Engineering College2008 ‐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 Hospital2007 ‐ Bihar Caustics & Chemicals; MaFoi Management Consultants; Prima Automation; Manipal University; P D Hinduja National Hospital & MRC

Past Winners (ctd.)2006 ‐ Datamatics Technologies; National Education Society; PT. Indo Liberty Textiles2005 ‐ Tata Chemicals; Larsen & Toubro, ECC; DAV Public School; PT. Elegant Textile Industry2004 ‐ Tata Chemicals, Chemicals Division; Bharat Heavy Electricals, Boiler Auxiliaries Plant; i-flex solutions2003 ‐ Birla Cellulosic2002 ‐ Reliance Industries, Hazira Manufacturing Division; University Institute of Chemical Technology2001 ‐ Indo Gulf Corporation; Satyam Computer Services2000 ‐ Thai Acrylic Fibre; Infosys Technologies1999 ‐ Housing Development Finance Corporation1998 ‐ Vikram Cement

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

GPEA: Past Winners2012 ‐ Britannia Industries; Sri Vishnu Educational Society2011 ‐ Lanxess India, Nagda; Information Systems Resource Centre, Otis Elevator, Pune; Global Indian International School, Queenstown Campus, Singapore2010 ‐ 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, Sivakasi2009 ‐ Hindalco Industries, Sonebhadra; Marico, Jalgaon & Goa; Venture Infotek Global, Mumbai; Dr L H Hiranandani Hospital, Mumbai2008 - MaFoi Management Consultants, Chennai; Manipal University, Karnataka2007 - Tata Chemicals, Babrala; Datamatics Technology, Mumbai; PT. Indo Liberty Textile, Indonesia2006 - Tata Chemicals, Mithapur; PT. Elegant Textile Industry, Jakarta2005 - Bharat Heavy Electricals, Ranipet2004 - Reliance Industries, Hazira2003 - Indo Gulf Corporation, Jagdishpur2002 - Thai Acrylic Fibre, Thailand

VivekTalwar

“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 -TataChemicals, we had decided that while we apply as an integrated enterprise for TBEM, we would have our main sites apply separately for RBNQA. Overtheyearsfrom2002to2007,bothourcriticalsitesMithapurinGujaratandBabralainUPchartedtheirBusinessExcellencejourneyusingtheassessmentprocessofRBNQA,andwontheCommendationCertificate,CertificateofMerit,theRBNQA 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 JRDQVaward 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.”

1. IMC RBNQA Examiners are our biggest asset2. The Code of Ethics for Examiners is a differentiator3. Commitment to the four-stage examination process

Examiners

Applicants1. Process of writing an IMC RBNQA Application is a voyage of (positive) discovery2. Applicants invest 3 months of a team of 5-7 managers in preparing an application3. Application writing requires 5-6 iterations4. The Application is widely used for induction training5. Applicants typically require 3 cycles of participation before they win an award6. Feedback Reports have served to catalyze change in Business, Healthcare and Education

1. Attracting SMEsChallenges2. Attracting governmental institutions3. Attracting overseas Indian organizations4. TIME of volunteers5. Attracting faculty as Examiners6. Takes 3 cycles for an Examiner to mature7. Benchmarking data for applicants

1. On-line training to explode the Excellence Culture2. Building Best Practices Clusters (Manufacturing, Services, Healthcare, Education) with neighboring countries

IMCJuran QualityMedal2012IMCJuran QualityMedal2012

Dr J M Juran1904 - 2008

Criteria

Establishing customer-driven qualityCombining statistical thinking and management for qualityImproving the supplier aspects of qualityImproving the human aspects of quality.

Demonstrationofoutstandingleadershipin:

Criteria

Evidenceof:Effective quality management training/consultingSuccessful promotion of quality management publications/books/instruction systemsSubstantial original researchSubstantial quality management research that has social significanceFurtherance of quality awareness through articles/conventionsDistinct philanthropy dedicated to promotion of quality management.

Past Winners: IMC Juran Quality Medal

1999 1998 19972000

2005 2004 2003 2002 20012006

2009 2008 2007201020112012

“It was an honour to receive the IMCJuranQualityMedal,oneoftheforemostqualityaccolades. 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.”AnandMahindra