Insights from Leading Global & Indian Organisations

BEST of the BEST

Insights from Leading Global & Indian Organisations

Research Paper

Submitted by

Balaji Ganapathy

Rajasree R

TATA Consultancy Services Ltd.

Corporate Learning Centre, Trivandrum

Contents

1.0 Introduction - Who is the BEST of the BEST? 1

2.0 Criterion for Evaluation - A Closer look at TBEM 2

2.1 TBEM Criteria Purposes 2

2.2 TBEM based Business Excellence Goals 2

2.3 Core Values and Concepts 2

2.4 TBEM Framework 2

2.5 TBEM Structure & Characteristics 2

3.0 Categories & Scoring 10

3.1 Categories 10

3.2 Scoring 11

4.0 Insights from the Industry - Indian Organisations 14

4.1 Leadership - Tata Chemicals Ltd., Tata Steel, TCS 14

4.2 Strategic Planning - Tata Motors, Tata Steel, TCS 17

4.3 Customer & Market Focus - Indian Hotels, TCS 19

4.4 Measurement, Analysis & Knowledge Management 21

- Tata Honeywell Ltd., TCS

4.5 Human Resource Focus - Tata Motors, TCS 23

4.6 Process Management - Tata Metaliks, Tata Power, TCS 25

5.0 Insights from the Industry - International Organisations 29

5.1 Leadership - Southwest Airlines, Nissan 29

5.2 Strategic Planning -

Southwest Airlines, Los Alamos National Bank 31

5.3 Customer & Market Focus - Motorola 34

5.4 Information, Analysis & Knowledge Management 36

5.5 Human Resource Focus - CISCO 39

5.6 Process Management - Boeing 40

6.0 Conclusion - The Road Ahead 41

7.0 References 42

1.0 Introduction - Who is the BEST of the BEST?

"When all the pieces come together, not only does your work move toward towards greatness, but so does your life. For in the end it is impossible to have a great life unless it is a meaningful life. And it is very difficult to have a meaningful life without meaningful work. Perhaps, then, you might gain that rare tranquility that comes from knowing that you've had a hand in creating something of intrinsic excellence that makes a contribution. Indeed, you might even gain that deepest of all satisfactions; knowing that your short time on this earth has been well spent, and that it mattered."

- Jim Collins, 'Good to Great'

In the grassy plains of Africa, every day when the sun goes up, a gazelle wakes up with the knowledge that it has to run faster than the fastest lion if it has to survive. Every day, when the sun goes up, a lion wakes up with the knowledge that it has to run fastest than the slowest gazelle if it has to survive. The important thing is not that you are in Africa, or whether you are the lion or the gazelle. When the sun goes up, if you have to survive, you had better start running.

---- An African Story

This parable reflects the essence of survival in a competitive environment. What is true for nature is true for corporate houses too. To be the leader in the race to be the best, organizations have to outrun the competition many times over. And the truly successful ones are those who use the right means to achieve business results & fulfill their purpose of existence.

In the journey of success, lessons are invariably learnt. Great organizations use this learning to implement a better way of doing business. This research paper attempts to identify, encapsulate & present these lessons using the backdrop of globally accepted criteria. We have identified the Tata Business Excellence Model (TBEM) as a foundation for looking at different companies from diverse sectors. The TBEM model is a derivate of & inspired by the Malcolm Baldrige National Quality Award (MBNQA) which revolutionized the American industry & established the links between public-private partnerships.

The Tata Business Excellence Model, which began in 1995 through the JRDQV Award and initially struggled to find acceptance among the Group's companies, has steadily matured into a key change driver for the companies in the Tata Group. Today, it is particularly heartening that the companies who have stayed the course with the TBEM are seeing that a significant positive impact on their business results is linked directly with their improved scores in the TBEM. The widening adoption of the TBEM has not only institutionalized much needed changes in their processes and systems, but, more importantly, begun to change their mind-set. There is growing realization that a deep-rooted commitment to Excellence in whatever we do is required, even as we uphold high levels of values and business ethics.

2.0 Criteria for Evaluation - A Closer look at TBEM - Purposes, Core Values, Concepts and Framework

2.1 TBEM Criteria Purposes

Tata Business Excellence Model is the basis for organizational self-assessments, recognition & awards, and for providing feedback to applicants. In addition, TBEM plays three important supportive roles in strengthening competitiveness