Pot holes in Mumbai: A Quality Perspective
At a recent Mumbai First governing board meeting, I was pronounced “guilty” for not improving the Quality of pot holes in Mumbai! I sheepishly smiled. The board was right.
Yes, Mumbai First must do something. So, I reflected on the fundamentals:
» Who defines Quality? The customer. In this case, the citizens of Mumbai.
» What is Quality? Fitness for use. In this case, use of the pot holes by the citizens of Mumbai.
This leads to the question, does Mumbai have a culture for Quality? In my view, the habit of extraordinary tolerance by citizens, nurtures pot holes in Mumbai.
So, the original question requires disruptive thinking. It is..
Shrink the Mountains of Waste
We are a rich nation. We can afford waste…. Mountains of waste.
This waste is created by governments, organizations, institutions, households and individuals. In this prioritized order.
Let’s focus on organizations – manufacturing and services. The waste generated by these organizations is typically one-third their total cost. Was..