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“HDFC” as a brand is synonymous with quality service. As an organisation, we have consciously opted to create our own qualitystandards. The exercise of putting together the Application Report for the IMC Ramkrishna Bajaj National Quality Award gave us an opportunity to reflect upon our past experiences in our critical business processes and atthe same time plan and execute our strategies. The training of our team members, the evaluation process and the feedback session 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”.
Deepak Parekh, Chairman, HDFC Limited
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.
Today, being a member RBNQA Quality Improvement and Technology Committee, it is my privilege and honour to give back to the institution that has helped many organizations, both large and small, to chart out their paths towards higher performance and move ahead in their unending journey towards business
Mr. Vivek Talwar, Chief – Business Excellence & OT The Tata Power Company Ltd
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.
Mr. Mukesh Ambani, Chairman & Managing Director Reliance Industries Ltd.
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 businessprocesses. We have therefore devised the Mahindra Quality Way, which provides companies in the Group a standardized approach to continuouslyand systematically improving key management and business processes with the objective of fulfilling the needs of all stakeholders.
Anand Mahindra, Vice-Chairman & Managing Director, Mahindra Group
Vidya Devi Jindal School, or VDJS, is a premier residential school for girls located near Hisar city Haryana, India founded in 1984. Late O. P. Jindal Ji, former minister of Haryana Government, philanthropist, industrialist of Haryana had a vision for creating a girls' residential school in Hisar.
Our school has consciously opted to create our own quality standards in the field of education. The philosophy of the school is to develop the potential of every student so that she becomes a beacon of social renewal and empowerment. "At VDJS a girl grows from being an individual into an institution who is the anchor of other institutions such as family, the economy, and society. The exercise of putting together the Application Report for the IMC Ramkrishna Bajaj National Quality Award gave us an opportunity to reflect upon our past experiences in our critical processes and at the same time plan and execute our strategies. The training of our team members, the evaluation process and the feedback session were unique and rigorous. "IMC RBNQA model covers the entire organization including all stakeholders. Followed religiously for a few years makes the organization sustainable and growth oriented over a span of years. The criteria, core values, and concepts clubbed with systematic processes yield the results taking the organization towards Excellence.
Neelam Rai, Principal Vidya Devi Jindal School, Hisar
The criteria set by the prestigious IMC Ramkrishan Bajaj National Quality Award are very comprehensive and allow the organization to look minutely into every area in terms of quality. The best part is the feedback report provided to the organization with its strengths and areas of improvements. The whole process is very enriching and a great learning experience. All those organizations who wish to genuinely grow all round with quality must go through this journey of excellence.
Ranjna Jangra, Principal, Birla School, Kalyan
The IMC RBNQA criteria guidelines provide the organizations with a systematic tool for introspection and self – assessment. This is the direct benefit to all applicants during the application writing stage. This is followed by the consensus meeting wherein the applicant organization gets an opportunity to interact face to face with the RBNQA Examiners. This stage provides for critical clarifications and exchange of views between the Applicant and the Team of Examiners. This unfolds further learning opportunities. Subsequently, the site visit stage provides ample scope for the applicant organization and its workforce to learn from the Examiners through intense interaction. Moreover, this stage helps improving the sense of pride, ownership mindset, teamwork and enthusiasm among the members of the workforce.
Winning the prestigious IMC RBNQA Award is a dream come true for RIL, Hoshiarpur Manufacturing Division. This has given the team members the due satisfaction of achieving Rewards and Recognition for their hard work. It has also catapulted the eagerness of our workforce members to achieve farther heights in our journey towards Business and organizational Excellence and set better benchmarks for others to emulate.
T Karunanithi, Site President, Reliance Industries Limited, Hoshiarpur Manufacturing Division
IMCRBNQA follows a very rigorous and professional assessment process. JSW has greatly benefited by participating and the interaction with assessors and their detailed feedback report on our performance and best practices on our product and process. We looked internally the process capability of our finishing line. The RBNQA model has useful and synergised in our Deming journey. We strongly feel that any organization who is pursuit of excellence must get an independent perspective on his/her organization through participation in the assessment process conducted by IMCRBNQA, Mumbai.
Dr N V Ramakrishna, JSW Steel Ltd, Toranagallu
Tata Housing Development Co. Ltd. (A leading real estate company) have used Baldridge framework as a performance excellence tool and delivered stakeholder value in an extremely challenging real estate industry. We used internal TBEM and external RBNQA assessments year on year as a self-assessment tool to understand the opportunities for improvement and take actions on establishing various benchmarks in the Indian real estate industry.
The RBNQA criteria and assessment process are deeply ingrained in our workforce and processes, as the company is one of the growing organizations to move higher and faster towards industry leadership. After application of RBNQA criteria and assessment, we improved our product quality, employee engagement and customer satisfaction scores to 85% (Top 2 box).
The RBNQA process helped us in achieving prestigious Global Performance Excellence Award 2014 in the Services Category by Asia Pacific Quality Organization (APQO), Chicago, Illinois, USA and movement to a 550-650 band score in TBEM assessment process subsequently. The process added immense value to our company and our stakeholders through application of a world class performance excellence framework.
Sachin Garg, Head – Strategy & Business Excellence (CQH), Tata Housing Development Company Ltd
It has indeed been a privilege for Bharat Petroleum Corporation Ltd. - Mumbai Refinery (BPCL-MR), to be associated with the IMC Ramkrishna Bajaj National Quality Award (RBNQA) since 2001. In 2001 when we first participated in RBNQA, we had just initiated our equality Management System and Environment Management System, and were a new entrant into field of Business Excellence assessments. Although, we only received 'Certificate of Merit' in 2001, 2002 and 2006, it was an enormous learning for us. lt is the feedback from RBNQA that encouraged us to expand our horizon. We implemented the Occupational Health & Safety System, got ourselves certified under Laboratory Competency and benchmarked our performance through Shell Global Benchmarking. The innovative approaches and continual improvement initiatives, positioned BPCL-MR as an industry leader.
The improvement reflected in our participation in RBNQA from2OOT to2OI2 as well. All the five years we received the RBNQA 'Performance Excellence' Awards. However, it is the stringent assessment carried out by RBNQA and their subsequent feedbacks that made us better every year. As our scores kept on moving upwards, the enhancement was also noticed in the Solomon Benchmarking studies undertaken, financial results achieved and multitude of accolades won from other Business Excellence assessments. After 20t2, BPCL-MR decided to restrain from participating in RBNQA and instead focus on the repository of 'Opportunities for lmprovement' accumulated from the feedback of RBNQA assessments over last few years to further strengthen our system and processes.
Needless to say the results were phenomenal, for when we again participated in RBNQA in 2014, we were honored to be the first PSU in India to be awarded with the RBNQA (Manufacturing) Trophy. The resultant improvement was also acknowledged by other assessment bodies as well, for we became the only PSU in India to win the FICCI 'Quality Excellence Award' and Frost & Sullivan 'Green Manufacturing Excellence Award' in 2015. BPCL also achieved the highest GRM (Gross Refinery Margin) amongst PSU Refineries in 2015.
BPCL's achievement was. because of the performance and commitment of its employees, along with leveraging of technology, robust Management Systems and support of all its stakeholders. yet in the whole process we feel RBNQA had a significant role to play, as the RBNQA feedbacks were a lodestone directing us to on our road to success.
We thank lMC RBNQA for all their support and wish them all the best in their endeavor in promoting business excellence in India.
C J Iyer, General Manager I/C (Mumbai Refinery), Bharat Petroleum Corporation Ltd
We have experienced the real power of the excellence framework in creating a completely aligned organization delivering balanced set of results for all our key stakeholders. It has helped me and the entire leadership team to continuously evaluate our business in a systematic and holistic way to focus on the most important priorities by embedding the excellence in our BAU discussions at all levels.
V. Viswanand, Senior Director & Chief Operations Officer Max Life Insurance Company Ltd
IMC Ramkrishna Bajaj Quality Award 2014 in health care category by the IMC Ramkrishna Bajaj National Quality Award (IMC RBNQA) Trust– a joint initiative of the Indian Merchants' Chambers and the House of Bajaj has given the National recognition to the exemplifying performance of Sankara Eye Care Institutions, India.
Sankara's recognition for best practices and quality systems in healthcare was even more gratifying and noteworthy given the presence of the best of hospitals along with 500 other organizations across the length and breadth of the country contending for the National recognition.
As a winner of the IMC RBNQA award, Sankara has achieved eligibility to apply for the Global Performance Excellence Award, the only formal global recognition of Performance Excellence. Winning this award reinforced the organization's resolve in aligning with the mission and vision to continue being world-class and providing quality eye-care for all.
It has been a value adding National recognition that helped enhancing the credibility of the organisation in the sphere of eye care. The organisation has become much more quality focused and reoriented towards adopting world class quality eye care practices.
Being a Community Eye Care Institution, the award has boosted up the organisation’s morale to provide quality eye care services in a cost effective manner. The organisation has been able to identify quality champions responsible for ensuring the quality practices across Sankara network.
Awards and recognitions are great morale boosters for any organisation. While showcasing the Institution to the public at large such national recognitions also elevates the overall esteem of the employees.
As Sankara Eye Care Institutions India is on its mission to replicate a Sankara Eye Hospital in every State of India, process and systems have become the major requirement. Process and Systems, Quality Evaluation and Review Mechanism, Ongoing Training and Reorientation along with Team Building have become the hallmark of Sankara Eye Care Institution’s growth in Community Eye Care.
Dr R V Ramani, Founder & Managing Trustee Sankara Eye Care Institutions, Unit of Sri Kanchi Kamakoti Medical Trust
Hinduja Hospital’s vision is ‘Quality Healthcare for All’ and we believe in continuous quality improvement to provide our customers with the best possible care.
We were the 1st Healthcare organization to be awarded the ‘IMC Ramakrishna National Quality Award’ way back in 2007 and again in 2014 we were awarded the ‘IMC Ramakrishna National Quality Performance Excellence Award in Healthcare’.
This award helped us put into perspective all the quality activities that our organization has undertaken, and highlighted various initiatives done by the support areas which otherwise may not have come to light. It also helped us structure our activities in a manner which was easy to evaluate our performance to enable us to strive towards perfection.
The IMC Ramakrishna National Quality Award is a great accolade for us, and one that recognises all the effort that everyone at our organization takes towards excellence in patient care. Even as we continue to work towards improving quality and patient centric care, this award gives us more credibility and builds on our hospital’s vision.
Joy Chakraborty, Chief Operating Officer P D Hinduja Hospital, Mumbai
"In my opinion, the most important, and perhaps the only material benefit, is learning itself. For a human being, all his experiences are consolidated in his brain, and rules are being constantly optimised based on the results delivered by past actions, the feedback loop, which results in learning, intelligence and advancement. However for an organization, the same process becomes very cumbersome because it is by its very nature, an organization, an integrated collection of relationships, of experiences which are held in a distributed fashion. The excellence model actually works as a pseudo single brain, where all the organizational experiences are consolidated, reflected upon, and fine-tuned, all with the singular purpose of excelling in becoming a valued corporate citizen."
Deepak Prabhu, IMC RBNQA Examiner and Assoc. VP, Nihilent Technologies.