Presentation by Suresh Lulla, Qimpro Consultants, India at Sheikh Khalifa Excellence Awards - Best Practices Conference

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 year’s 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 Women’s
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