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Our services :

Business Turnaraound | Quality Driving Business Excellence | Surveys-Voice of Customer

QUALITY DRIVING BUSINESS EXCELLENCE

THE NEED

“QUALITY IS NEVER AN ACCIDENT; IT IS ALWAYS THE RESULT OF INTELLIGENT EFFORTS” JOHN RUSKIN

QUALITY IS NOT WHAT THE SUPPLIER PUTS IN. IT IS WHAT THE CUSTOMER GETS OUT AND IS WILLING TO PAY FOR.

Customers expect quality not only in the products but all deliverables, namely, services, documents / communications, organizational practices and culture. When a customer buys a product/service, they get a glimpse of people and processes that are behind it.

Quality has two basic components, namely (a) freedom from deficiency and (b) product features. One eliminates customer dissatisfaction and another delight the customers, and together both help an organization to differentiate itself from competitors, achieve business performance excellence and sustain the business over long term.

If you also believe in these fundamental ideas and wish to develop these as pillars of your business, DGM will be glad to share its experience and knowledge, and help you to design the Quality Programs for your organization and become a trusted partner in this journey.

The program accelerates transformation from Managing for Quality to Quality of Management facilitating Organizational Change and Business Performance Excellence.

APPROACH

While designing the Quality Programs for the organization, we use our DGM Model - Quality Driving Business Excellence (QDBE) depicted in Fig 1.

The model focuses and integrates

Process and Operation Management key to Quality.
Plan, Do, Check and Act processes key to Management.
Top down and Bottom up Management, key to Organizational Change.
Leadership, Strategy, People and Performance Management key to Business Performance.

The model is designed based on the Need narrated above and by integration of various Enablers like Quality Management Systems Standards, Criteria for National Awards for Quality, Business Performance Excellence and Operations Improvements; these are ISO, TQM (Deming and Japan Quality Awards), MBNQA / RBNQA / TQA / EQM and TPM.

While designing the Quality Programs specific to the organization, the hands on experience of DGM consultants in practicing the above systems and criteria as well as DGM QDBE Model help the organization for

Aligning the current systems
Ease of practicing the new or add on programs to build on the current system.
Getting best out of various systems/standards/practices and appropriate to the organization.

CONSULTANCY / FACILITATION METHODOLOGY

Formation of transformation Teams
Understand current systems/managerial practices/processes in relation to the Organization’s Business Excellence Model / DGM QDBE and facilitate alignment with the model.
Develop / redesign Organization’s Business Excellence Mode.
Use appropriate standards and criteria, facilitate assessment of current level, identify the gap, Opportunity for Improvements, and suggest quality improvement programs / projects.
Provide robust review mechanism and objective performance measurement system to track progress and effectiveness of the programs / projects.
Use 4C Concept to ensure people engagement to the program/ projects

The beginning of this journey is not only a launch or a kick off, it is building Conviction and Consensus.
This inspiration is what allow organizations to implement initial changes and gets Committed to the change.
By tying results back to purpose, worthwhile work, and making a difference, the organization is inspired to follow more prescriptive behaviors to achieve even greater results, thereby creating a self perpetuating Culture of excellence.

DGM will also assist the team by providing

management tools appropriate to the programs/ projects
hands on and class room training designed specific to the organization needs
regular interactions with teams and senior management and as necessary coaching individuals,

Mine and identify best practices for the dimensions shown in the model and appropriate to the organization, and facilitate to practice it.