National Business Excellence Conclave-2013
  • In times where global economies are going through turbulent times and competition intense, organisations need to innovate with new strategies and ways of working to deliver superior levels of performance. World over business excellence frameworks provide and facilitate improvement across facets of the business through innovation & continuous improvement culture. Adoption of excellence framework as an approach enables organisation to enhance its Management Quality and address challenges comprehensively and differentiate from the rest.
  • With this as the background CII Institute of Quality organized its 2nd Annual Business Excellence Conclave at Bangalore on 23 -24 August 2013 at Bangalore. The theme for this year’s Conclave was “Excellence in the practices of High Maturity Organisations” and showcased excellence practices followed by various organisations across the country. Over 20 case studies /presentations was shared with over 150 Excellence professionals across sectors from Indian industry were participated.
  • The session focused on contemporary topics on Business Excellence to make organisation globally competitive. Topics include entrepreneurism, innovation, customer practices, supply chain, product development practices, CRM tools etc for growth.  Erudite speakers from organisations like TATA group, Maruti Suzuki Ltd, KPMG, Murugappa group, IIM Bangalore, Tech Mahindra, Max group, Toyota group, Wipro Ltd were sharing their excellence practices/ journey with the participants.

CII Institute of Quality organized a 2 day Business Excellence Conclave at Bangalore on 23rd & 24th August 2013. In line with the theme of the conclave “Excellence in the practices of High Maturity Organisations”, leading Organizations from different sectors presented and shared their experiences and insights on various subjects such as entrepreneurism, innovation, customer practices and supply chain. Speakers from TATA, Maruti, KPMG, Murugappa, IIM Bangalore, Tech Mahindra, Toyota group, Wipro and many organisations addressed the elite audience numbering around 125.



Inaugural Session


Mr L Krishnan MD, Taegu Tec, past chairman, CII Karnataka, made the opening remarks and welcomed the members and the speakers of the conference. He elaborated on the Institute of Quality and its activities especially the Business Excellence propagation in Indian industry.  He further mentioned about the first Business Excellence Conclave of last year and the patronage of the same by the members which set the stage for the second edition of the conclave this year.


Mr Viswanathan, MD, John Fowler, Past chairman, CII delivered the Keynote  address  “ The Leadership Imperative’’ and spoke on the prime importance of leadership for any activity or movement in Business excellence. . He underscored the need for a committed  leadership, which is able scale the stacked odds against the Organization, asking the right questions, listening to contrary views and taking all on board during the big change. During his talk, he gave many examples of ethics, morality and traits of leadership that stand out.


Mr Sanjay Sahay, IPS, Inspector General of Police, Internal Security, and Bangalore delivered the Inaugural address on “Leveraging Technology”. A case of “Securing the state” post the 9/11 US attacks, the parliament attack of 26/11 and also being a trigger for the country to beef up its intelligence gathering mechanism was showcased. Mr Sahay held the audience spell bound with his narration of the finer aspects of an ERP enabled backbone which has knit the entire state with info and communication improving the effectiveness of the working of the Police Dept. The highlight was also the fact that constables have been trained to operate, maintain and run the system efficiently.



Session 1: In pursuit of Excellence


Mr. Sundarraman, Sr Vice president National Stock Exchange of India Ltd, the session chair introduced the panelists and made the opening remarks.


Prashant. S, Director Management consulting- BE, KPMG shared their experiences of “Characteristics of High Maturity Organizations”. He set the context by elaborating on the elements of competition, globalization, changing landscape, cost of failures and growing markets with examples and data.

Commenting on the high maturity practices by Organizations, he listed out the areas of Leadership and people management, holistic process management, customer centricity, enabling environment for innovation and use of technology and tools. He supplemented the understanding by elaborating on the finer points of the above. 


The next panellist, Mr Kartik Modi presented a case study on the application of “Theory of Constraints” in their Locks business. The initiative which took two years to lean the supply chain based on a Pull Model with retailers and distributors numbering thousands all across the country was a unique one. The case study presented the perspective of forgoing short term annual gains for a secure future with exponential growth and profitability. It also emphasized the need to sensitize, train the entire supply chain in seeing the initiative through. 


Session 2: Collaborating with the customer for a win win.


Mr Satyender Kumar, Former SVP Infosys, and technical adviser, CII –IQ made the opening remarks highlighting the importance of connecting to the customer.


Mr G Madhavan, GM EID Parry and his colleague Nachiket Udupa presented the case of “Cashless Farming” which is a unique practice in the Indian Agriculture industry. EID parry has evolved a cooperative movement with farmers whom they see as  suppliers as well as  customers which involves interacting and engaging with them, beginning from seeding to harvest providing manure, inputs, harvesters etc. Notable is the fact that the farmer need not step out of his field for anything. Farmers get their money post 14 days of their harvest which is an unknown in the sugar industry. This encourages the farmers to be engaged with the company for a lifetime giving importance to the relationship. They also highlighted the significant outcome of this kind of partnership where farmers got together to help start the factory within 4 days after a cyclone struck the area completely damaging the factory.


Mr Parasuraman, Sr. VP, Toyota Kirloskar Auto parts shared the Toyota way of excellence catering to the customers through their processes and systems. Key learnings and take-aways were the “A3 problem solving methodology” and the approach of a visual factory with a Genchi Gembutsu approach for attacking abnormalities along with the 3M  methodology.. Another 5 tenets that were shared were the elements of Teamwork, Footwork, Headwork, Hard work and Network along with homework to summarize the learnings of the day.


Session 3: Innovative approaches to driving business.


Mr Kartik Modi made the opening remarks and introduced the panellists to the audience.


Mr Ashok Saxena, Director ADS India shared insights into the lesser known aspects of running the aerospace business. Aerospace being a unique industry with higher project turnaround times and costs, offers significant challenges in terms of a diversified vendor base, high skills required and technology development. Aerospace, like similar industries in Mission critical products and services,   provides a huge opportunity for improvement with increasing number of private players entering the fray and many global manufacturers eyeing India as a potential  market. 


Mr Ashok Talwai, Co founder and ED, NextWealth Entrepreneurs, in his presentation on “Profitability with societal responsibility and entrepreneurship” shared an interesting business model that also has a social cause embedded in it. The business model was of setting up   BPOs with rural youth in tier 2 or 3 cities using the IT infrastructure led by an educated rural entrepreneur which created a profitable business with reduced costs and creation of local jobs thereby preventing migration to cities.


Thus, the Day 1 ended on a high note of addressing the macro business considerations while the  Day 2 plan was to look at an organisation’s practices at a detailed level.



                                                                             Day 2


Session 4:  Enablers for Execution Excellence


Mr CV Subrahmanyam, Head – Business Excellence vertical, CII – IQ,  introduced the panellists to the audience with a prelude on Excellence in operations.


Prof B Mahadevan of IIM Bangalore shared the perspective of ‘Manufacturing Excellence “in the Indian Industry. He set the context of liberalization, the opportunity seized by multiple players and the competitive environment. He elaborated on the need for innovation and forward thinking by organizations. He brought out the need for Organizations to look into the distant future and not rest on the laurels of having achieved optimal levels. He also shared that while Organizations were mature enough in using tools, techniques, it was the complacency that has undone and will undo the gains that have been accrued in the recent past. His mantra for agility in Opex included going deeper into the value chain which is untapped, seek benchmarking and get out of the current mindset.


Mr Greg Moran, Co founder & CEO Zoom car spoke about the importance of Service Excellence where he shared insights on the successful and innovative business model in renting self driven cars by the hour or by the day based on lifestyle preferences. He stressed on the need to connect with the customer through all the phases of the transaction. Notable is the fact that Greg is a US Citizen who decided to set up shop in India in an known area of business but with a difference which has endeared his organization to the youth and businessmen alike.


Raju Wadalkar, CTO - Telecom, Tech Mahindra spoke on the attributes of Execution excellence being  platforms, delivery maturity, KM reuse, operational efficiency, cost efficiency through lean tools and real time orientation of operations through dashboards. These attributes were explained in detail with examples from the service industry to bring out an execution excellence flavour. 


Session 5: Sustaining Excellence: Culture of continuous Improvement.


PM Krishnan, Sr Counsellor, CII-IQ introduced the panellists and opened up the context of continuous Improvement which was the core theme of the session.


Mr P Panda, VP ( Power Train), Maruti Suzuki delved into the “Product development Process” of Maruti where he detailed the unveiling of a product through the various stages beginning from the  clay model concept to the serial volume production stage. Learning was on the role of the engineers, designers, Quality, supply chain who form the backbone of the development process at various stages with their inputs and expertise to make use. They use, in the process,  the voice of the customer as well as come out with a product that is expected by the Sales & Mktg and also matching the leaderships thoughts spelt through the strategy.


Mr Subhash Khare, VP, Wipro Technologies spoke about “Continuous improvement”  from the people and process perspectives. Notable was the fact that while process improvements are the focus, how a flawed  “so called improvement project”  upsets the balance between the processes in an organisation . He also listed the methodology of picking and choosing the right projects with a neutral facilitator for the effective outcome of projects. He also stressed the need for CIP projects to be oriented towards convergent improvements than divergent improvements.


Session 6: Process, Tools and Methods


The Session chair Mr Satyendra Kumar introduced the panellists and the session theme ; he also deliberated on the “ Future challenges and Imperatives of Quality management” . He stressed the importance of looking at Quality as a lever for connecting it to the business results and move forward to being more as an enabler than service department. He also made a point on the maturity of the industry today in the context of using tools and processes wherein it is time to change gears and move beyond the beaten track of process management to the next level and focus more on alignment and integration so as to be connected with the business better.


Mr MK Nagabhushan, GM, Tata Quality Management services, gave an insight into the adoption of the TBEM model within the TATA group and shared the journey of the group’s evolution to its present stage of maturity over a period of time. He commented on the 6 traits of world class companies , namely, obsession with customers, execution excellence, High performance work culture, process excellence, improvement and innovation and sustained & superior business results.  He also elaborated on the effort of all members of the group in contributing to one another’s business by sharing, learning and collaboration and the TATA corporate’s  belief that employees belong to the group rather than a single entity underscoring the power of cohesiveness.


Ms Thirtha Uthappa, Manager, BE,KPMG  shared an insight into “ Listening to the Customer- Trends and Tenets”. She elaborated on the conventional tools for listening to the customer and a few case studies to illustrate the subject where companies failed to recognize the voice of the customer and eventually folded up. She also stressed on the new tools such as use of social media, 80/ 20 , art of listening and communicating with the customer at different phases.


Session 7: Panel discussion on Role of suppliers and partners in moving towards excellence.


Mr SM Balasubramaniyan, Mentor CII –IQ moderated the session topic with Mr Dinakar Murthy  a coach and consultant , Greg Moran an entrepreneur with a innovative business model in service and Mr CS Sukumaran, SME Entrepreneur from the Mfg space as the panellist. The panel represented different industry segments and also the OEM & Supplier ends of Supply chain spectrum. Discussions centred on the elements of cost competitiveness, load on the supplier in terms of unknown market demand, need for upgrading systems by suppliers with the threats of a low cost model of the OEM etc Vs supplier expectations and aspirations. Ultimately, the panel agreed on the need for collaboration between the customer and the supplier based on trust and transparency which ensures cost advantage to the customer and  profits and assured benefits to the supplier. 


Day 2 concluded post the panel discussion with Mr CV Subrahmanyam thanking NSE, the main sponsor and the speakers, delegates, KPMG for patronizing the conclave and also thanking the service providers for the arrangements and promising to be back with better programme based on the feedback.

Knowledge Resources
You will get access to following Knowledge Resources by subscribing to the Digital Library of this event.
In Pursuit of Excellence - Application of Theory of Constraints across Value Chain by Mr Karthik N Modi, VP, Godrej & Boyce Mfg Co. Ltd
Hassle-free Farming by Mr G Madhavan, GM Institutional sales, EID Parry
Aerospace & Defence Need for Innovation and Excellence by Mr Ashok Saxena, Director, A(D)S India & Former MD & Board Member, Hindustan Aeronautics Ltd
World Class Manufacturing : A Tool for Operational Excellence by Dr B Mahadevan, IIM Bangalore
Simple Steps to Achieve Service Excellence by Mr Greg Moran, Co-Founder & CEO, Zoomcar India Private Limited
Enablers for Execution Excellence by Mr Raju Wadalkar, CTO - Telecom, Tech Mahindra
Insight into TBEM Journey & learning by Mr M K Nagabhushan, GM, Tata Quality Management Services
Continuous Improvement People Perspective by Mr Subhash Khare, VP, Wipro Technologies
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