About how to define Best Practices

1. FICCI CE
Best Practices for global
competitiveness
Competitive Edge
Management Consultants

2. FICCI CE
TQM best practices of global leaders
Contents of the CD
Best practices for implementing TQM
Effective leadership
Customer satisfaction management
Building quality culture
Developing high performing processes
Improving product reliability
Building supplier partnerships
Creativity & innovation
Measures of quality
Eliminating root causes
Honda
Hewlett
Packard
Ford
American
Express
Motorola
Why TQM initiatives fail

3. FICCI CE
Presenting few sample slides...
• The CD contains 250 state- of- the- art
training & development slides for great
impact plus
• 30 Quality promotional posters
• LAN/WAN friendly
Add power to your training

4. FICCI CE
PDCA
The basic principle of TQM at Honda is to narrow the gap between the
“Target” and “Status-quo”. In order to achieve the target the company
makes the initial plan, implements the plan, analyzes the outcome of the
implementation and recognizes a new problem and finally improves the
process of operation. When the company progresses through one cycle of
PDCA, the gap between the target and the status quo becomes narrower. The
process is repeated till the plan is achieved.

5. FICCI CE
10X at Hewlett Packard
• The program 10X made the entire company examine itself :
• How do we do our jobs?
• What are our processes?
• Who are our customers ?
• How can we work better?
• Who are our competitors?
And so on…

6. FICCI CE
Ford
FORD Quality Policy
The concept of Ford Quality Excellence emphasizes the importance of
quality in everything we do. To us Quality comes first. To achieve
customer satisfaction, the quality of our products and services must be
our number one priority.The fundamental precepts of Ford Quality
Excellence are :

7. FICCI CE
Motorola
Key initiatives
• Six sigma quality
• Total cycle-time reduction
• Product, manufacturing and environmental leadership
• Profit improvement
• Empowerment for all in a participative, cooperative and creative
manner.
• And creative workplace

8. FICCI CE
Customer Relationship Management at AMEX
• Developing Relationship strategies
• Access to customer
• Continuous Customer feedback
• Conducting Transaction based surveys
• Establishing Customer focus groups
• Conducting lost customer analysis
• Employee feedback

9. FICCI CE
Customer Satisfaction- Characteristics
Japanese scientist, N.Kano identified three characteristics
of customer satisfaction :
• Basic
• Performance
• Delight

10. FICCI CE
Perceived
quality
Customer
expectations
Perceived
value
Customer
satisfaction
Customer
complaints
Customer
loyalty
Drivers of customer loyalty

11. FICCI CE
Customer
Surveys
Complaints
Critical
Situations
Other
Customer
satisfaction
dept
International
marketing
Administration
Domestic
Marketing
Technical
Delivery
Customer
satisfaction
dept.
Service
Issue
owners
•Develop action plans
•Resolve issues
•Improve
•Issue
identification
•Prioritization
•Ownership
•Review actions
•Emerging issues
•Action plan
Sample : Seeking customer feedback and taking corrective action
flow diagram.

12. FICCI CE
1 2 3 4 5
Customer competitive
evaluation on 5 point scale( 5 high , 1 low )
Action
Rank
Competitor product Our product
Customer Requirements
Step 3 : Comparing product with the nearest competitor

13. FICCI CE
Two different profiles of desired product attributes
•Fast acceleration
•Aerodynamic design
•Hugs the road
•Easy to drive
•Excellently finished
•Quiet riding
•Classic styling
•Smooth riding
•Free from breakdowns
•Excellent gas mileage
•Protects drivers
•Durable
•Many electronic devices
•Convertible roof
•Virtually maintenance free
Performance driver Practical driver
•Excellent gas mileage
•Virtually maintenance free
•Free from breakdowns
•Easy to drive
•Durable
•Quiet riding
•Smooth ride
•Protects driver
•Excellently finished
•Many electronic devises
•Aerodynamic design
•Hugs the road
•Instruments to read functions
•Classic styling
•Convertible roof
•Fast acceleration
5
4
3
2
1

14. FICCI CE
Customer
requirements
and expectations
Processes
Equipment
&
Technology
Quality of raw
material / suppliers
Competent
people
Product
quality
Quality Principles
Quality Techniques
Process Management
Empowerment
Continuos improvement
Prevention
Zero Defects
SPC Tools
Measurement
Right first time
5 “S”
TPM
BPR
Benchmarking
Processes
PDCA

15. FICCI CE
Principles of process
improvement
I. Waste Reduction
II. Process Simplification
III. Cycle-time reduction
IV. Process measures
V. Error free principles

16. FICCI CE
Profit
Sales
Customer satisfaction
Purchase
price
Efficiency
variance
Build
inventory
Many improved teams
Many
unfocused
projects
Select
low price
supplier
Strategies
Performance
measures
Wrong performance measures create barriers between
strategy and actions

17. FICCI CE
Marketing - Parameters
1. Accuracy of forecast assumptions.
2. Number of incorrect order entries.
3. Overstocked field supplies.
4. Contract errors.
5. Late deliveries.
6. Customer complaints.
7. Warranty cost as a percentage of sales.

18. FICCI CE
Existing customers
The CD ROMs are being used by some of the top class organizations of the world for
training and development of human resources in a cost effective manner. Our customers
include:-
• American Express
• Coca-Cola
• Nestle
• Sony
• Ericsson
• Motorola
• Hewlett Packard
• Oracle
• SmithKline Beecham
• Samsung
• National Panasonic
• Volvo
• Whirlpool
• LG
• Siemens
• Gulf oil
• Pfizer

19. FICCI CE
Orders
• Price
Rs 9500/- for Indian companies
US$ 300 for overseas companies
• Mode of payment
A/C Payee cheques / Demand drafts in favor of ‘FICCI Quality Forum’, payable at
New Delhi.
• Delivery
By courier : Within 3 days of receipt of payment.
• Address
Send your order along with payment in advance to:-
FICCI Quality Forum, Federation of Indian Chambers of Commerce & Industry,
Federation house, Tansen Marg, New Delhi: 110001. INDIA
Tel: 91-11-3359735(D), 3738760-70, Fax: 91-11-3320714, E-mail: ficci@ficci.com
Website: www.ficci.com