Bringing the Shine Back: Does Quality Implementation Lead to Organizational Turnaround?

Virender Singh (University of Delhi, India)
Copyright: © 2018 |Pages: 372
EISBN13: 9781522577560|DOI: 10.4018/978-1-5225-5288-8.ch014
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This case traces the quality movement throughout NIIT that was supported by Phil Crosby Associates, one of the leading quality companies at the time. Along with this, a personal quality initiative (PQI) was also unleashed throughout the company to ensure that not only the organizational processes improved but individuals' performances also improved. PQI was propounded by Harry V. Roberts, professor at the Graduate School of Business, Chicago University and also the author of the book, Quality is Personal. All these initiatives not only helped NIIT reduce its price of nonconformance (PONC), which is the price a company pays for not doing things right the first time, but also helped create and establish system and processes to sustain the organization through its journey of more than 35 years.
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