Instilling the TQM mindset

Quality Certification of Manufacturing facilities was facing issues at early stages of the B&L India project. OD interventions were used to create a robust Quality Awareness & Control function and the right mindset.

Efforts were undertaken to get a strong sense of ownership by all levels of the staff. When complemented by stringent training and self / peer-audits the team achieved ISO certification at the very first attempt. Additionally regular TCR (Total Customer Responsiveness) surveys were set up to help the process of ongoing improvement to surpass customer expectations.