Excellence Through Creating & Sustaining Gaining Competitive Edge 06 Smart Manufacturing 16 - A Quality Culture 24 through Best Quality Practices RQC - Chandigarh RQC - Ranchi RQC - Lucknow

The motto of Regional Quality Conclaves is to promote Quality in all products, services and processes across all sectors

QUALITY INDIA A QCI PUBLICATION | July - September 2019 QUALITY INDIA

2 July-September 2019 Dear Friends

To achieve a 5 trillion economy by 2024, it is essential to focus on promoting QUALITY in all products, services, processes and people’s skills across all sectors.

Manufacturing remains a focus area which has the potential to technologically transform raw materials into a useful product. Thus, one can recognize the significance of such activity in overall growth of economy of a country and quality of life. Unfortunately manufacturing has yet to contribute significantly to the economy.

The demand for low cost, energy efficient, environment friendly manufacturing technology giving even better products not only on conventional materials but also on advanced materials is growing very fast and need for more rapid technological innovation is strongly felt by the industry. It was with this objective that QCI focussed Regional Quality Conclaves on manufacturing.

During this quarter we hosted three Regional Quality Conclaves (5th, 6th and 7th) on different themes namely, “Excellence through Smart Manufacturing,” “Creating and Sustaining a Quality Culture” and “Gaining Competitive Edge through Best Quality Practices” jointly with PHD Chamber of Commerce and Industry (PHDCCI) at Chandigarh, Ranchi and Lucknow respectively.

Some of the best minds engaged in creating a Quality Culture, Product Innovations, Industry 4.0 and Predictive Maintenance congregated at the Conclaves to lead the discussion and evolve the road map for the next engineering revolution in India. These Conclaves were important steps to sensitize Industry in the states of Punjab, Jharkhand and Uttar Pradesh on the aspects of quality consciousness of production process and importance of quality through adoption of a quality culture.

We have also used our online platform eQuest, which has currently 40 active courses in categories like Quality, Manufacturing, Healthcare, Education, Agriculture, Environment, and Laboratories to disseminate the message about competitiveness through quality. We have prepared a course on Blockchain which went live in the month of September.

Our course on “Continuous Quality Improvement: Tools and Techniques” vetted by IIM Bangalore has completed its 1st batch on SWAYAM , e-Learning platform of MHRD with total of 1905 enrolled learners whereas another course on “Manufacturing Competitiveness,” completed its 3rd batch. Further, we have received a confirmation from SWAYAM that they will be running the 4th batch in 2020. It’s a 4-credit program under the management category. We would encourage students and professionals to undergo this training on eQuest.

Our efforts in making the Quality Movement a ‘Mass Movement’ is quite encouraging and we believe that the impetus that has been created in the last few years has made and will continue to make vast changes in the sphere of quality in our country. Thanks!

Dr. Ravi P. Singh Secretary General Quality Council of India

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Regional Quality Conclave Regional Quality Conclave Regional Quality Conclave Excellence Creating & Gaining Through Smart Sustaining- Competitive Manufacturing A Quality Edge through

31st July 2019 at Hotel Taj, Culture Best Quality Chandigarh 30th August 2019 at Hotel Practices Le Lac Sarovar Portico, Ranchi 26th September 2019, at Hotel Hilton Garden Inn, Lucknow 6 16 24

CONTENTS44 National Accreditation Board for Testing and 66 National Accreditation Board for Calibration Laboratories (NABL) Certification Bodies (NABCB)

48 National Accreditation Board for Hospitals 76 National Board for Quality and Healthcare Providers (NABH) Promotion (NBQP)

56 National Accreditation Board for Education and Training (NABET) People Decoding Millennial’s Development 36 Way of Learning 38

CONTENTSEditorial Team: Members Write Sanjay Singh 82 Six Sigma Methodology Anam Qureshi Shalini Mukherjee 86 Quality of Tea and Economy 88 Chitkara International: A Quality Conscious School Designed By: 90 Industry 4.0/Smart Factory for the Indian MSMEs Nidhi Batra 5th Regional Quality Conclave

5th Regional Quality Conclave (RQC) Excellence Through Smart Manufacturing

Quality Council of India and PHD Chamber of Commerce and Industry (PHDCCI) jointly organized 5th Regional Quality Conclave on the theme “Excel- lence Through smart Manufacturing” on 31st July 2019 at Hotel Taj, Chandigarh. The objective of this Conclave was to sensitize industry Inaugural Session on Quality Culture and bring awareness on Smart Manufacturing, share the technological advancement and best quality practices on process, products and maintenance in the manufacturing sector.

The Conclave showcased the Mr. C. K. Biswas, CEO, • Quality Control is emerging as a global challenge. The industry is next generation manufacturing National Board for Quality primarily focusing on production i.e. Industry 4.0 and the quality Promotion, QCI and ignoring quality standards. control aspects associated Lack of quality is one of the reasons • Make in India initiative led India on due to which the industry is losing with it through expert talks the path of becoming the hub for orders and case-presentations, and Hi-Tech manufacturing • Punjab has high standards of the challenges these bring to • India is expected to rank amongst technology utilization, labour, India in meeting the quality the top three growing economies investment power but needs to expectation of the global and manufacturing destinations of maintain a balance between pricing the world by the year 2020 and quality customer. • Development of industrial corridors and smart cities will Some of the best minds facilitate conducive environment engaged in Smart for industrial development and Manufacturing, Industry 4.0, promote advance practices in manufacturing Creating a Quality culture, product innovation, process • Growth in manufacturing is crucial for Indian economic development. automation, service and To capitalize on the demographic diagnostics and breakthrough dividend, India must create nearly improvements in product and one million jobs per month and manufacturing has the potential to service quality congregated provide large-scale employment to at the Conclave to lead the the young Indian population discussion and deliberated • Government of India has on the steps for the next implemented Make in India as core policy initiative to encourage and engineering revolution in India. accelerate growth of country’s manufacturing sector QUALITY INDIA 5th Regional Quality Conclave (RQC)

Mr. R S Sachdeva, 'Make in Punjab,' by maintaining • Currently, the manufacturing manufacturing quality control and industry contributes 16% in total Chairman, Punjab State standards GDP which can be enhanced, if the Chapter, PHDCCI industry abides by quality standards • Many Taiwanese and Japanese companies are foraying into Punjab • Government has set an ambitious market, and they expect the best of Session 1 target of making India $5 trillion quality from local manufacturers economy by 2024 which can Smart be possible through Smart • Industry representatives must exhibit Manufacturing aligned with quality quality standards; it will help state Manufacturing & control government’s upcoming industrial park near Rajpura bring massive Industry 4.0 • According to the Global Innovation success in the manufacturing arena Index, India has improved its ranking by five places, standing at 52nd • Manufacturers from Punjab must position against 57th in 2018 adhere to quality standards, which will further support ‘Make in India’ • Manufacturers must maintain Discussion Agenda program to be associated with balance between smart technology quality Industry 4.0 is the and quality control to maintain this convergence of the cyber- consistency • Conscious and sincere efforts are required to marry innovation with physical systems which is a quality shift from linear operations Dr. Ashok Khanna, Former to an interconnected system President, PHDCCI Mr. Pranav Gupta, with holistic integration through the entire value • Indian industry can have global Chairman, Haryana State competitiveness if it has quality Chapter, PHDCCI chain. Smart factory parameters in place represents a transition from

• Evolution of quality tools in the • Smart manufacturing is changing the traditional automation to a industry is in sync with the global manufacturing landscape and is the connected system of data demands need of the hour and production systems. • Its adoption is expected to result in Areas as advanced planning, operational efficiencies, cost control scheduling using real-time Ms. Vini Mahajan, and revenue growth IAS, Additional Chief production and inventory Secretary, Department of data, are some of the Industries & Commerce, Dr. Jatinder Singh, Director, features of smart factory Government of Punjab PHDCCI with multiple facets that manufacturers can leverage • Manufacturers must ensure quality • Objective of nationwide series of to remain competitive in the conclave is to sensitize SMEs to standards in order to get global global marketplace. recognition adopt the facets of quality culture in manufacturing units in all sectors • Taking the cue from the success from automobiles, pharma, textiles, of 'Make in India', Punjab State electronics, logistics & supply chain Government is also striving for the and others

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Mr. Upinder Singh Dhingra, • Gilard stands 1st in Punjab and 2nd Physical Systems (CPS) can drive in India in DIAMOND rating of ZED efficiencies across value chain with Manager, Advisory Certification scheme. They won engineering, supply chain, and Services, Ernst Young LLP ACMA Gold award for ‘Excellence in service efficiency Digitization’ • Globally, manufacturing companies • Industry 4.0 is no longer a ‘future • Gilard shared the steps taken by the are looking for a Single System trend,’ for many industrial company to transit to Industry 4.0, Integrator that can manage the companies, it is now a part of their with details of automated business complexity of the implementations strategy and research agenda processes and benefits of value chain • Companies are combining advanced integration to achieve excellence in connectivity and advanced manufacturing Prof Harpreet Singh, Prof. & automation, cloud computing, Dean ICSR, Indian Institute sensors and 3D printing, connected capability, computer powered Mr. Vikas Gupta, Senior of Technology, Ropar processes, intelligent algorithms and Delivery Manager - Internet of Things (IoT) services to • Additive manufacturing or 3D transform their businesses Internet of Things, Infosys printing is a transformative approach Ltd. to industrial production that enables the creation of lighter, stronger parts Mr. Sanjiv Singh, Managing • Infosys presented how and systems manufacturing companies can build Director, Gilard Electronics • Additive manufacturing can bring competitive advantage through digital flexibility and efficiency to Pvt. Ltd. implementing Industry 4.0 manufacturing operations • Industry 4.0 technology helps • Gilard Electronics is supplying • IIT Ropar has set up state-of-the-art organizations realize immense to Defence, Medical, Whiteline capacity operating at pressure 50 value with smart products, smart Appliances, Telecom, Power, Railway bar and temperature 1000 degree services, connected factory, and and Aerospace centigrade, which industry can take smart production to achieve business advantage of • Gilard is a full service provider growth and efficiency with product and process Design • There is lot of scope to develop • Establishing an end-to-end ‘digital capabilities, development of 3D printers in India and ample thread’ of the physical world, across processes and tools and mass opportunities for those who actively the manufacturing value-chain production embrace additive manufacturing enabled by the advent of Cyber-

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Mr. Kunal Pruthi, Business National Accreditation conveying formal demonstration of its competence to carry out specific Development Manager, Board for Certification conformity assessment tasks (ISO WIN Automation Solutions Body (NABCB) 17000)

• Win Automation is able to automate • Countries are expected to impose Session 2 everything from a single double ‘Technical Regulations’ on grounds click on desktop, up to the most like national security, environment, Quality Culture complicated application like, safety, health and deceptive trade MSOffice, SAP – ERP, Sales force, practices. There sectors are driven to Enhance Java applications or other CRM by voluntary standards while applications some sectors are amenable to the Performance regulations • Win Automation allows fully accessing all desktop applications • Indian industry has to comply with and even extracting data of different the domestic regulations as well as types to the preferred output the international standards, which Discussion Agenda are more stringent than Indian • Desktop automation processes save regulations. There is a need for a Progressive organizations time by automating repetitive tasks system which is recognized by the continuously improve the and allow focusing on what brings importing countries to save huge value to the business compliance cost competence of their personnel and the quality of their products • All manufacturing processes can be • Voluntary standards are not legal automated to simplify and optimize mandates but there adoption is & services to stay ahead in the workflows demanded by the buyers an increasingly competitive

• Digital factory phases include • Private standards are made by business world. The foundation enterprise integration, business private players and are endorsed by of quality improvement is analytics, manufacturing the stakeholders. Industry driven developing a quality culture that operations, shop floor integration standards are often based on market not only triggers enhancement to achieve production, quality, and demand. Private standards are not maintenance and energy efficiency always participatory or transparent in the quality of goods and services of the organization • Conformity assessment demonstrates that specified but also creates an ecosystem Risk of requirements relating to a product, of structured skilling of its process, system, person or body are personnel. Quality culture starts Unauthentic fulfilled. Conformity assessment with leadership that recognizes activities include testing, certification Certification in and inspection this need for continuous improvement in its processes Manufacturing • Product Certification (ISI mark, Agmark), Process Certification and personnel and proactively (Organic, GMP), Systems Certification brings about this positive Ms. Sona Sinha Sharma, (ISO 90001, ISO 27001) and Personnel change in the system. Certification (Defines competence in Assessor & Trainer - terms of knowledge and skills) Management System • Third-party attestation related & Product Certification, to a conformity assessment body

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Dr Manish Kumar Jindal, CEO, NABET, Mr. Virat Dhebar, Assistant • The competency requirement in moderating the session said: “ NABET the standards have resulted in is implementing agency of Govern- Vice President – Academy, several personnel functional safety ment Schemes like Lean Manufac- TÜV SÜD South Asia certification programs to be created turing Competitiveness Scheme of • Having people that are competent MoMSME, and Accreditation of EIA • The Certification Body of Persons in functional safety is required by Consultant Organisations mandated (CBoP) of TÜV SÜD South Asia is the international functional safety by MoEFCC.” one of the leading providers for standards IEC 61508 and IEC 61511 qualification and certification of / ISA-84. These standards contain persons Mr. Somenath Ghosh, Asst. requirements for having trained and • CBoP offers certification in certified as competent personnel Director, Indian Institute of Quality Management, Safety and to carry out the safety life-cycle Welding Environment Management, Process activities (design, installation & Improvement Tools, Information commissioning, operation, and • There is a need to encourage Technology, Project Management maintenance) that are documented standardization in the certification and Global Best Practices in them. These standards are widely process and initiate a process recognized as good engineering • Functional Safety Certification of creating a registry of skills, practice, and they have become the Scheme: To avoid catastrophic employable skill training, skill benchmarks by which governments functional safety incidents like up-gradation and establishment of now measure a company’s behavior Bhopal Gas Tragedy and Texas International standards of quality for in the event of an incident City Harbor Explosion. The oil the Indian fabrication industry and gas industry, nuclear plants, • Functional Safety Certification • NABET is the authorized body for the manufacturing sector, benefits to companies: Certificate Accreditation Certification as per automobile sector, medical devices, gives proof of competence required ISO/IEC 17024: 2012. The Indian transportation all rely heavily by the regulators. It develops Institute of Welding is the Conformity on Functional Safety. Electrical, and demonstrates safety culture Assessment Body operating for electronic or programmable within the organization. Through Certification of Persons based on electronic systems (E/E/PE) carry certification, organization saves above standard out a multitude of safety functions. money by ensuring regulatory It is impossible in practice to fully compliance, reducing engineering determine every potential failure, but costs, preventing unplanned down testing is nevertheless essential to time, ensuring safety systems are rule out as many as possible neither over-designed nor under- designed

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Mr. Vikas Chhabra, • Certification is beneficial • Lean basically means doing for individual professionals, more with less. It is a continuous Director, Aman Skills organisations and society. and never-ending process. Lean Programming Society Certification helps in benchmarking manufacturing entails constant self and gives better access to the job improvement and adaptation. Cost • ASPS is first Conformity Assessment market cutting does not mean compromising Body for Providing Certification on quality aspects to basic electricians for ISO/IEC • Waste can be from transportation 17024:2012 under NABET- Quality Dr. Indrajit Bhattacharya, of material, too much stock, Council of India. ASPS have 10 testing Director, NABET unnecessary movement of man centers to conduct Assessments or machine, too much wait time, for ISO/IEC 17024:2012 standards • LMCS is under implementation since performing too many operations and and providing quality students to 2009 by MoMSME having too many rejections industries as per these standards. The society had conducted 100,000 • QCI (since 2014) and NPC are • VSM or Value Stream Mapping plus assessments across India since the National Monitoring and helps understand the organisation. 2009. ASPS started certification for Implementation Units (NMIUs), which If one knows the flow of material NABET QCI in 2016 for approval of are independent bodies under DPIIT and information, one can map the ISO/IEC 17024:2012. The certified interconnected paths that are the personnel are placed in different • About 500 Clusters have been circulatory and nervous system of parts of the world allocated till date. 243 Clusters have the factory. Once VSM is in place, one been formed till date out of which can know where to start and what • ASPS has become leading 91 Clusters have been completed to except without getting lost in the Assessment body in skill by QCI. During 2019–2020: 300 New scale of things development projects and Clusters have been allocated and conducting assessments for various total project cost is INR 218 crores. • Productivity: Lean improves leading sectors including Tourism 80% of the Consultant Fee is borne by productivity by increasing efficiency and Hospitality, Power, Paints & Govt of India and reducing wait time Coatings, Furniture and Fitting, Sports and Fitness, Instrumentation • Lean manufacturing is a philosophy • Quality: Through regular Communication, & Surveillance and which shortens the timeline between inspection, low cost automation Capital goods the customer order and the product and standardisation quality can be shipment by eliminating waste improved

• Benefits of lean management • Cost: The most direct benefit is cost Mr. Vinod Sharma, include higher productivity, quality reduction. By using less materials the Managing Director, Deki improvement, improved customer cost to make a product goes down: Electronics Limited satisfaction, reduced costs, reduced Delivery: making production more wastages and reduced space efficient also reduces delivery times • Rapid change is required to stay requirements • Morale: people like working in clean competitive in global market. There is spaces; Environment: everything is to a need to foster the culture of quality be sorted and disposed of properly; in every organisation by continuous Ms. Samira Saluja, Safety: if everything is in its place, learning and adoption of change Executive Director, equipment is maintained, nothing is over-processed or over produced • Certification is a continuous Oriental Engineering there are less chances of accidents process to demonstrate continued Works Pvt. Ltd. competency to reflect the knowledge

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Session 3 Predictive & Preventive Maintenance

Discussion Agenda Col Rajiv Bhargav (Retd.), used in most of the manufacturing Industry, MSME must also adopt it, Organizations need strategies Associate Director, and it is cost effective as well to maintain plant assets and Munjal Institute of Global increase their life spans. Strong Manufacturing, Indian School of Business Mr. Rahul Thakur, maintenance plans in place Technology Consultant, keep plant operations running • Predictive maintenance predicts time Ceyone Consultants LLP smoothly. With increasing of equipment failure and prevents it industrial demands to get with minimum human involvement • Nano technology helps plug in the pilferage of energy consumption more output and decrease • People in India are not well aware of operating costs, investing in this concept. However, in countries • The increased use of robotics and predictive maintenance and like Germany, China, US and Japan electronic sensors are part of smart the concept is quite prevalent and condition monitoring tools manufacturing and their quality can Industry has adopted the concept be improved with the help of nano is the mainstay. Predictive leading to planned down time of the technology and Preventive Maintenance industrial unit rather than unplanned break down of the industrial unit • Statistical results from one of the provide a framework to take live industrial case study show that correct decisions for predicting nano technology sensors helped the deterioration of devices Mr. Sudhir Gupta, General that manufacturing unit save INR and steps needed to restore 700 per hour by saving on energy Manager, Manufacturing, consumption the inherent reliability of a Claas India device. Appropriate balance • The concept is suitable from small to big manufacturing units of maintenance approaches • Ageing of machine is the natural deterioration process which can be is a key to minimize asset prevented by timely maintenance downtime and repair costs while of machines but human error can Prof. Naresh Chawla, maintaining safe environment happen anytime leading to accidents Certified Six Sigma Master and the way out is to have minimal for workers. human intervention Black Belt

• Robotics and Automation is the way • Preventive maintenance is performed forward on switched off machines while predictive maintenance is performed • Energy saving compressors are on running machines

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• Smart maintenance and data driven Dr. Ranjeet Mehta, Mr. SPS Bhalla, maintenance are performed in smart factories, it helps in predicting Principal Director, PHDCCI Management Consultant forthcoming break down on the basis of data analysis • As per one study, it is evident that an • Customer is the King in today’s engaged customer gives 23% more time. It is difficult to acquire new • Case study of Indigo airlines: airlines business than the other, which is a customers and retain them. The grounded three A320 aircrafts, on substantial business and no company organizations should think from the basis of data analysis, which can afford to lose, thus Industry buyer’s perspective rather than indicated forthcoming snag in the today needs to introspect the ways seller’s perspective engines of the aircrafts thus avoided and means of engaging customers fatal accidents • Business is like riding a bicycle, you are on track as long as you are Session 4 Improving Customer Engagement through Effective Technologies Mr. Param Kalra, Co- moving forward and the moment you Founder, Starthub Nation stop, you fall down, and in business customers keep you moving forward Discussion Agenda & Founder, Satnam Infosys • Conglomerates like TATA have been Effective technologies help • Every industry is dependent on successful in establishing the trust amongst customers through good to identify the value creation customers and should give best service to retain them business practices over a long period opportunities through customer of time, companies should also learn engagement and develop the • Technology can play a pivotal role in their customer oriented policy customer satisfaction. For example, strategies, processes to maxi- PayTM has big customer support • One of the recent studies stated that mize the product/services value. call centre but one extra feature in 68% of customers shifts to other Smart Technologies in a variety the app could do away with the call companies because of non customer centric approach of the company of manufacturing industries, can centre, saving a lot of money for the startup be segmented and customized for businesses from various • Emotional engagement with the customer is required to retain them touch points to enrich the cus- tomer’s experience.

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Dr. Ranjeet Mehta, Mr. JPS Sibia, Consultant, Strategic Marketing Principal Director, PHDCCI • 4Cs - Customer, Cost, Convenience • Customer is looking for a solution to • If the customer is engaged with • As per one study, it is evident that an and Communication have replaced his problems and not any product, organization, the organization will engaged customer gives 23% more 4Ps - Product, Price, Place and product is basically a solution to his be able to offer the better solution as business than the other, which is a Promotion of marketing problem; today, organizations should per his needs and the customer will substantial business and no company not focus on product but the solution remain loyal to the company can afford to lose, thus Industry customer is seeking today needs to introspect the ways and means of engaging customers Glimpses of 5th Regional Quality Conclave (RQC)

Mr. Param Kalra, Co- Founder, Starthub Nation & Founder, Satnam Infosys

• Every industry is dependent on customers and should give best service to retain them

• Technology can play a pivotal role in customer satisfaction. For example, PayTM has big customer support call centre but one extra feature in the app could do away with the call centre, saving a lot of money for the startup

• Emotional engagement with the customer is required to retain them

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6th Regional Quality Conclave (RQC) Creating & Sustaining- A Quality Culture

"Quality Council of India (QCI) and PHD Chamber of Commerce and Industry (PHDCCI) jointly organized 6th Regional Quality Conclave on the theme “Creating and Sustaining a Quality Culture” on 30th August 2019 at Hotel Le Lac Sarovar Portico, Ranchi. The objective of this Conclave was to create Inaugural Session awareness about significance of quality culture in businesses, deliberate on how organizations can continuously improve and innovate and share the technological advancement like Industry 4.0 and predictive maintenance. Some of the best minds engaged in Creating a Quality Culture, Product Innovations, Industry 4.0 and Predictive Maintenance congregated at the Conclave to lead the discussion Mr. C. K. Biswas, CEO, reject, returns and the cost of poor and evolve the next steps quality which will be very high NBQP, QCI for the next engineering thereby causing business to be wiped out revolution in India. The • Main objective of organizing this Conclave was attended by Conclave in Ranchi was to reach tier • Online inspections are very 2 and tier 3 cities and sensitize the expensive and now are out of over 150 delegates from top people from the industry about the fashion; therefore, organizations organizations mainly from importance of quality should go for self-certification Jharkhand region. for the vendors and also for the • If an organization invests Rs 10 in organization itself quality, it will recover maximum of Rs 10 in one year. Organization should not think about return of investment as in the process the systems will become much better, will get better product quality and processes will get streamlined with all the manufacturing parameters

• There is a definite return by investing in quality. Otherwise there are problems like repair, re-work, QUALITY INDIA 6th Regional Quality Conclave (RQC)

Mr. Deo Shanker, ADG, introduced and now Aadhar card can with quality because it might cost us be shown anywhere in the mobile more today to save the most in the UIDAI phone future

• In today’s highly competitive and • UIDAI does not receive any rapidly changing world providing complaints of counterfeit transactions from any sectors Dr. Jatinder Singh, Director, quality products and services that PHDCCI satisfy customers is crucial for • In February 2016 revenue ensuring long-term organizational department Jharkhand, where success land and house registries are done, • Industries are facing many introduced identification with the challenges; how to surmount the • Creating and sustaining a quality help of aadhar through finger-based challenges in terms of quality and culture is a must for ensuring a biometric authentication how we can improve the quality continuous flow of quality products system in organization is the core and services. This is primarily • Quality culture is the hallmark for objective of this conclave because of two main factors: first -- any organization’s sustenance and growth • With the emergence of social media, organizational culture is significantly with the customer generated profiles, correlated with employees’ behavior at the click of the button we can read and attitude. Second, ultimate all the reviews for any product creator of quality products and Mr. M K Saxena, Chairman- services are people not technology or cum-Managing Director, • New approaches of quality have processes gone beyond the traditional total HEC Ltd. quality management. It is basically • UIDAI is of the view that without the total quality culture that has to quality, innovation and updating it • The launch platform, sliding doors, be permeating to all the levels of the is hard to survive. In 2009-10 when arms, crane of Chandrayaan 2 all organization; we need to create a everyone was having two to three were made by HECLtd.; considering culture and ecosystem of this quality that basically integrates all the identity cards in their pockets, the quality of HEC Ltd, ISRO has given departments UIDAI wanted to insert one extra order for the second platform to HEC card. Finally Aadhar Act was passed Ltd. • Quality is not only the sum game in 2016 and UIDAI was confident of the production manager or the • Quality is such an aspect that no one that they are in a position which is people who are working in the should compromise with and for this supported by the constitution as well production areas or people who are purpose industry 4.0 is a concept as Supreme Court. Now it has been working in quality management. where right from scratch quality is widely accepted by each and every It has to permeate right from required organization and people at large the Managing Director of the • Either it is an industry, manufacturing organization to the last employee of • UIDAI had to innovate. Initially unit or anywhere else, it must have a the lowest level of the hierarchy in 2010 UIDAI thought that later very good R&D setup. Research and intimating the Aadhar number • There has to be a total convergence development will have to be done, provided to the resident will be model so that workforce in the without it no organization can move sufficient, but within two to three organization is totally aligned to the ahead years they realised it’s not sufficient, quality of the organization and that is therefore they provided the support • It is not possible to continue with how we will be able to generate good of e-aadhar services and uploaded all old technology. Even now in India quality products and services Aadhar numbers on the portal which organizations are following Industry • Quality culture has been there for can be downloaded by anyone. Later 2.0 and Industry 3.0, most of these ages, the only thing is that it needs to on during 2017-18 it was found that technologies have become obsolete nothing is required to be carried be evolved and reviewed and has to in the pocket so M-aadhar was • One cannot afford to compromise go to all levels in the organizations

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Session 1 Quality Culture to Enhance Performance

Discussion Agenda Dr. Manish Kumar differentiated between quality and business; they work hand-in-hand Progressive organizations Jindal, CEO, National Accreditation Board for • When quality system is designed, continuously improve the it has to be the part of business competence of their personnel Education and Training, management system and the quality of their products QCI • There cannot be any parameter in & services to stay ahead in • In all the manufacturing processes, quality which cannot be adding value an increasingly competitive Quality has to be integrated, to the business ingrained, inclusive, and inseparable business world. The foundation • Growth, customer complaint, at all levels of any quality improvement is outstanding, safety, rejections, developing a quality culture that • Quality adds value, improves maintenance all are part of quality efficiency, productivity not only triggers enhancement • The problem is that a lot of people in the quality of goods and • Quality comprises of organization, do not understand the quality services of the organization its people, its manpower. The culture. In the ecosystem they keep quality separately. Quality has to be but also creates an ecosystem manpower needs competency (whether they are competent or not integrated at all levels of business. All of structured skilling of its to do certain things) the business reviews have to include personnel. Quality culture starts quality • Quality has to be strategic decision with leadership that recognizes making and not tactful decision • There cannot be even one parameter this need for continuous making in quality which does not add value to the business improvement in its processes • Value addition is required at all levels and personnel and proactively of an organization. For this purpose • When we talk about quality, we brings about this positive top, middle and down-the-line are actually talking about quality employee has to be engaged of people; top management change in the system. should ensure that people in the organizations work in this direction

Mr. Pankaj Rai, CEO, Quality • Quality has to be strategic decision of Austria Central Asia the organization for which role of top management is strategic • Quality cannot be isolated, business • In the ecosystem of an organization and quality has to go together there should be enough people • Number of organizations have trained in quality excelled just because they have not

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• People in organizations must Session 2 Ms. Kamakshi Raman, be encouraged for continual Executive Director, SAIL quality improvement. Continual Continuous improvement is not happening in Indian organizations at large Improvement • For continuous improvement and for any innovation to happen, the and Innovation organizations have to continuously Mr. Srikanth R, Joint invest in people. It is important for Management organizations to invest in people and Director, National while doing that it’s important to Accreditation Board for understand what is expected from Testing and Calibration the individuals Laboratories (NABL) Discussion Agenda • Quality is not just physical; it is an aspect of one’s thinking • As technology change accelerates All activities like coming up • Half the battle is won if it decides to exponentially and new digital with ideas and developing, visualize a process platforms are emerging, NABL launching new products need aims to provide with an end-to- • Continuous mindset will lead to end solution to its stakeholders by a culture of identification of innovative culture by actively developing online portal trends and future opportunities. shaping changes, by dedicated team work, by positive mindset and taking • At present, NABL has MoUs with This requires designing an responsibility export inspection council, FSSAI, organizational innovation APEDA, Tea Board and Coffee Board roadmap for transforming idea into a successful innovation Prof. (Dr.) Raman Kr Jha, Mr. C. K. Biswas, CEO, with conduits of prototyping, Vice Chancellor, Amity National Board for Quality implementation and marketing. University, Ranchi Promotion, QCI All these activities need to be integrated into all business • Continuous improvement and innovation has its essence in letting • QCI is doing a project on Industry 4.0 areas. one understand that there are gap assessment different ways of improvement • QCI gives quality awards, project- based awards and individual-based awards

• Somebody who is working just for some number of hours in an organization also feels he is

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contributing but the improvement necessity of serving customers in Session 3 does not exist, it’s just a continuous order to succeed through quality routine type of work without any new processes Achieving “Zero addition Downtime” • Somebody learns with time and Mr. Rajesh Sharma, AGM, goes on to stepwise improvement – Enabling in quality; there is incremental Quality Assurance, PVUN improvement in the performance Ltd. Predictive • There can be an eight-step model Maintenance • In innovation management it is not to actually get into continuous necessary that innovative ideas improvement and innovation - focus, for Prescriptive should be generated in- house. exploration, selection, designing, One should also look for available Maintenance action, assessment, creation and technology outside and if it’s refocus implemented, it will help a lot • One needs to understand what • If good training and facility is is the goal that is to be achieved provided to the employees, it Discussion Agenda and the goal must be smart; there should be checked whether they should be critical success factors or are misusing it and one should have Organizations need strategies key indicators for success and there control over this should be a method of tracking to maintain plant assets and whether that is being followed or • To be quality conscious it is not increase their life spans. Strong not. This has to be the part of quality necessary that one should have maintenance plans in place culture in an organization much training. Basic thing is if one is keep plant operations run- enjoying the work and is dedicated to ning smoothly. With increasing the work, automatically quality will Mr. Sundeep Sinha, DGM, improve industrial demands to get more output and decrease operating HRD, MECON Ltd. • One should always start thinking from basics instead of going to higher costs, investing in predictive • Continuous improvement and level maintenance and condition innovation were going since time monitoring tools is the main- immortal • Top management needs to know that a culture geared toward quality stay. Predictive and Preventive • If critical success factors and key is essential to long-term success and Maintenance provide a frame- performance indicators are not given competitive advantage importance, one will be standing in a work to take correct decisions queue at the last for predicting the deterioration

• The foundation of any quality of devices and steps needed to improvement is to develop a restore the inherent reliability of quality culture or mindset within a device. Appropriate balance the organization and integrate it of maintenance approaches is a throughout the company key to minimize asset downtime • Quality culture starts with top and repair costs while maintain- leadership that understands and believes the implications of the ing safe environment for work- systems, views and knows the ers.

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Session 4 Emerging Trends in Industry 4.0

Mr. Anand Akhori, Founder, • The goal of the manufacturing operation should be to optimize the Discussion Agenda Experience Zone value chain. Fundamental resources Industry 4.0 is the convergence available to them are process design, • There are newer technologies that training, and strategic investment in of the cyber-physical systems improve quality and control systems. enabling technology. which is a shift from linear The rate of change is faster than operations to an interconnected ever. Successful businesses will be system with holistic integration those who can understand and take Mr. Manish Kumar, advantage of this change through the entire value chain. Regional Head, ICICI Bank • Market for virtual and augmented Smart factory represents a reality will increase in India in • Decrease in operating cost is transition from traditional the next few years. Virtual and important for all industries and if automation to a connected augmented reality helps in product an organization is to be a profitable system of data and production design and production line organization, decrease in operating development cost is very important systems. Areas as advanced planning, scheduling using real- • AR VR technologies offer a new layer • If all the work that is currently done that helps in training, connects silos by going to a bank is done from time production and inventory and enables feedback loops across home or while travelling, banking will data are some of the features processes for quality manufacturing become very easy of smart factory with multiple

• Quality operations produce more and • Manufacturing sector has to focus facets that manufacturers can better than their competitors while on supply chain management and leverage to remain competitive consuming fewer resources supply quality management. Quality in the global marketplace. of manufacturing must be linked to the efficiency in the supply chain, Mr. Piyush Ranjan, then it can be manufactured quickly Prof. Jaimala Jindal, Registrar, Jharkhand Rai and effectively Associate Professor, PEC University • Integrating Culture of quality is the University of Technology first step in correcting the problems • Industrial revolution has transformed • Innovation is knocking the door of from Industry 3.0 to Industry 4.0. It every industry and technology is is high time that even in India we changing the way we interact and should adopt innovation to be in the work with others race

22 July-September 2019 Glimpses of 6th Regional Quality Conclave (RQC)

• Machines, components, individuals, be integrated into every step of properties, ICD systems are all manufacturing process blended together to make Industry 4.0

• Nowadays buzz word has shifted Prof. S K Singh, Director, from smart to AI, machine learning RKDF, University of Ranchi and data analytics ( EX GM HRD, Central Coal

• By Industry 4.0 to the companies Fields Ltd.) into manufacturing, supply chain, logistics, procurement can enhance • Quality culture means that work is their operating profits by 40% at done right all the time. It requires less than 10% of the plan capital of attention to little things and ensuring expertise that product does exactly what it was intended to do

• India has witnessed changes in Mr. Sanjeev Bajaj, Industry almost all areas in the past few Relations, Sarla Birla years. Globalization of market, University changing economic scenario, diverse level work force has compelled organizations to redefine entire • In India we have been very slow in policies and programs to come up adopting technology, especially in to the expectations of our workforce manufacturing and service industry and society at large • In any sector, either it’s • Business leaders understand the manufacturing, service, hospital concept of creating quality culture educational institute, production site to attract employees who in turn can we find people are not ready to invest drive business growth in the Industry in technology, safety, and comfort of 4.0 era people • Industry 4.0 models can be successful • Advance analytics will rule the world; by establishing a companywide everything will be analyzed from understanding of the importance of different angle; digitization is the key quality and making it a fundamental to everything strategy of the company culture • Quality culture helps an organization to grow. Quality culture should

www.qcin.org 23 QUALITY INDIA

7th Regional Quality Conclave

7th Regional Quality Conclave (RQC) Gaining Competitive Edge through Best Quality Practices

Quality Council of India and PHDCCI organized 7th Regional Quality Conclave on the theme “Gaining Competitive Edge through Best Quality Practices” on 26th September 2019, Hotel Hilton Garden Inn, Lucknow.

24 July-September 2019 The objective the Conclave was to create awareness Inaugural Session about significance of quality culture in businesses, delib- erate on how organizations could continuously improve and innovate and share the technological advancement like Industry 4.0 and predic- tive maintenance.

Some of the best minds en- gaged in Creating a Quality Shri Siddharth Nath • In order to promote ODOP products, culture, Product innovations, proper branding should be done Industry 4.0 and Predictive Singh, Hon’ble Minister, MSME, Khadi & Village • Government is having several Maintenance congregated at Industry, Textiles & clusters of industry where the the Conclave to lead the dis- work of training, skilling the small NRI Department, Uttar industries is going to happen soon cussion and evolve the next Pradesh steps for the next engineering • Discussed about Tax Policies on whom and where to levy Taxes revolution in India. • Highlighted on creating quality awareness in the MSME sector by • Using social media to sensitize The Conclave was an impor- educating them industry on creating a culture of quality within them tant step to sensitize Indus- • A draft is being prepared by the try in Uttar Pradesh on the Government on the MSME Act, which will include that those aspects of quality conscious- MSMEs which will adapt the Quality ness of production process Certified Process for their goods will and importance of quality by get incentive from the Government adopting a quality culture. • Uttar Pradesh to achieve a 1 trillion $ economy by 2022

The Conclave was attended • Skilling and training is a part of by over 130 delegates from Quality process and they go hand- top organizations from Uttar in-hand Pradesh. • Government has introduced Electrical Vehicle Act which aims at reducing pollution by 2030 where the conventional vehicle will be replaced by the electric vehicle

www.qcin.org 25 QUALITY INDIA 7th Regional Quality Conclave (RQC)

Mr. C. K. Biswas, CEO, • Currently, manufacturing industry • Emphasised about the creating good contributes 16% in total GDP which quality in handicraft sectors NBQP can be enhanced, if the industry abides by quality controls • Discussed about MSME being linked • Make in India initiative led India on up with the online selling websites the path of becoming the hub for Hi- • Over the last few decades quality and • ODOP is being copied by different Tech manufacturing productivity have surfaced as a major area of concern for businesses states so that the quality of MSME • India is expected to rank amongst can be improvised the top three growing economies and • Best Quality Practices is a system of manufacturing destinations of the shared values, beliefs and norms that world by the year 2020 focuses on continuously improving Ms. Kalpana Awasthi, the quality of products and services • Government of India has Principal Secretary, implemented Make in India as • Having the right set of skills in quality Forests and Environment, core policy initiative to encourage team is the foundation for building Government of Uttar and accelerate growth of India’s a strong quality department that manufacturing sector allows to develop robust quality Pradesh processes • Quality Control is emerging as a • A good responsible business global challenge. Industry is primarily enterprise should consider 3 folds focusing on production and ignoring Mr. Sunil Kumar, Joint in terms of Productivity and Quality quality standards. This is one of the Consciousness – Green Productivity, reasons, due to lack of quality, the Commissioner, Directorate Circular/ Blue Economy and Green industry is losing orders of Industries, (ODOP), Jobs: Government of Uttar • UP, as a region, has a high sense Green Productivity – There should of technology, labour, investment Pradesh be an economic unit i.e. it should power but needs to maintain a have an economic activity to balance between pricing and quality • India has 7200 Startups and every generate job, business and to sustain year there is an addition of thousand itself in the competition. Secondly, • QCI focuses on Accreditation & startups. A recent study has shown it should have social impact which leading up Quality campaign and that 90% of startups die in the first 5 should be projected in the terms of aims at creating an Ecosystem for years due to lack of innovation environmental consciousness, by quality creating Green Jobs as well as by • We are second to China as far as creating welfare for the country MSMEs are concerned. China has Dr. Jatinder Singh, Director, 8 Cr MSMEs while India has more Circular Economy – This concept PHDCCI than 6 Cr MSMEs. We are not able entails resource efficiency i.e. to compete with China because anything an industry do should not of lack of innovation, quality and be a waste and whatever waste it will • Objective of nationwide series of unrecognized gap in the MSMSE generate should be a raw material conclave is to sensitize Industry ecosystem for another industry. Secondly, to adopt the facets of quality in how different countries are using manufacturing sector covering • Mittelstand companies are small the waste that are isolated and domains from automobiles, pharma, MSME units from Germany having segregated for production of new textiles, electronics, logistics & innovative and constructive ideas products that in return reducing a supply chain and others which are making them successful cost of production of using virgin raw

26 July-September 2019 7th Regional Quality Conclave (RQC)

material. Third important aspect is Session 1 Dr. R P Trivedi, GM – HRD how to extend the life cycle of the products & Admin, CP Group of Adopting & Companies Green Jobs – It entails in improving energy and raw materials efficiency, Maintaining a • Presented a presentation on Role of minimizing waste and pollution, HR in Organization Culture Building protecting and restoring ecosystems Role Model which also helps in upscaling the • The key to a successful organization knowledge and skills in a particular Quality Culture is to have a culture based on a sector strongly held and widely shared

• Innovation Triple Helix - interaction between academia, industry and governments, to foster economic and social development

• National Productivity Council holds lots of training by providing the training on enhancement of productivity of MSMEs

Discussion Agenda set of beliefs that are supported by strategy and structure New-age organizations are adopting a new approach of • When an organization has a strong culture, three things happen quality culture, which moves --- Employees know how top beyond the traditional ‘Total management wants them to respond Quality Management’ tools. to any situation, employees believe Businesses can create Role that the expected response is the proper one, and employees know Models that showcase quality that they will be rewarded for in all their actions. Continuous demonstrating the organization's Quality Improvements consist values of incremental initiatives and innovations to achieve best Mr. Annkit Kummar, practices. In an organization Director, Arch- En Design with a quality culture, quality is deeply embedded virtually in • Methodology to ensure Quality as a every aspect of organizational special focus on pre-construction, construction and post construction life, wherein employees not only stages – leading to value delivery follow Quality Guidelines, but across the entire life cycle of the also consistently guide others project taking quality-focused actions.

www.qcin.org 27 QUALITY INDIA 7th Regional Quality Conclave (RQC)

• He stated about the new technology • Tata Motors has unleashed the future used in construction of building i.e. of mass public transportation by Discussion Agenda BIM which is Building Information launching the Starbus Electric (9m Contemporary organizations Modeling - an intelligent 3D and 12m) and the Starbus Hybrid model-based process that gives 12m buses understand the importance of Architecture, Engineering, and skill enhancement to face as • To meet the current and future Construction (AEC) professionals the well as thrive in the competitive insight and tools to more efficiently passenger transportation needs in plan, design, construct, and manage smart cities, they have rolled out times of today. True culture of buildings and infrastructure a range of smart buses which are quality manifests when employ- designed, developed and powered by alternative fuels. Developed ees showcase “quality in action.” This requires employees to apply Dr. Anil K Srivastava, indigenously, these buses are safe and comfortable and are skills and make decisions in Director – IASQM economically viable ‘Made in India' critical areas. To ensure excel- solutions • Talked about about Creating & lence, cultural change efforts Sustaining a Quality Culture in • The country's first "Fuel Cell Bus" must focus on formulating a is also being manufactured by Tata Organization which may become a clear, compelling and shared Role Model for others Motors Limited vision for re-skilling or upskilling • Focus on current and future auto • Focused on How to Make Quality a employees. Appropriate training Way of Life technologies to enhance the look and feel of vehicles and to boost at all levels to imbibe quality cul- • Beginning with defining the the overall driving experience of our ture should be done periodically. concept of Organizational Culture, customers This will embed cultural change he explained its importance and in the organization’s structure, deliberated on how it develops Session 2 systems and policies. • Defined Quality Culture and its Core Values and Beliefs that provide Enhancing Skills Quality Products and Services which is crucial for ensuring Long- for a New Quality term organizational success in today’s highly competitive & rapidly Paradigm changing world

Mr. Rakesh Misri, DGM, Tata Motors

• Talked about the foundation of Tata Motors' growth over the last 74 years which is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through cutting-edge technologies

28 July-September 2019 7th Regional Quality Conclave (RQC)

• Tata Motors has unleashed the future Mr. Kirti Kumar Pant, Mr. Atul Srivastava, Easy access to training of mass public transportation by material launching the Starbus Electric (9m General Manager, UPTEC General Manager, Union • Employee should have access to and 12m) and the Starbus Hybrid Computer Consultancy Bank of India training material in order to be able 12m buses Ltd. to study anywhere anytime at their • Talked on Quality Culture and • To meet the current and future own convenience Skill Enhancement for developing passenger transportation needs in • Industry 4.0 is the subset of the expert personnel where he shared smart cities, they have rolled out fourth industrial revolution that his views on how to go about skill a range of smart buses which are concerns industry Mr. R K Sharma, HOD, enhancement, which are as follows:- designed, developed and powered • The fourth industrial revolution Institute of Hotel by alternative fuels. Developed encompasses areas which are not • A person should continuously Management indigenously, these buses are normally classified as industry, such look for ways to develop his or her safe and comfortable and are skills, abilities and competencies as smart cities for instance • He gave an overview of Hotel economically viable ‘Made in India' to enhance performance. Through Industry in India with the rapid solutions • Industry 4.0 describes the trend effective skill enhancement, one growth of International Tourists towards automation and data becomes more capable, competent • The country's first "Fuel Cell Bus" visiting to India year by year, and exchange in manufacturing and confident in oneself and is also being manufactured by Tata explained the significance of Role technologies and processes which performs better Motors Limited Model Quality Culture to meet this include cyber-physical systems (CPS), • Skill enhancement program should rapid growth in the Hospitality • Focus on current and future auto the Internet of Things (IoT), Industrial be goal specific in order to develop Industry technologies to enhance the look Internet of Things (IIOT), cloud “core-competencies.” This can be and feel of vehicles and to boost computing, cognitive computing • Additionally, he explained how done by way of Re-skilling and the overall driving experience of our and artificial intelligence. Gave an innovation has been made in the Up-skilling in all domains of quality customers example of Kodak where he stated quality of food in hotels (example – culture that the pitfall of the Kodak is vegan, gluten free etc) to cater the missing the power of exponentials visitors having different preferences Session 2 Ways of Re-skill and up- skill in food • He described power of exponentials were also mentioned by him, as - Enhancing Skills which are:- • Further, he also explained another super interesting innovation in the hospitality industry is the use for a New Quality ‘’6Ds’’ – Exponential Framework Formal training of virtual reality in hotel rooms. Paradigm Democratize • Training at staff training centres So, instead of a bucket of fries or Dematerialize • Locational workshops delivered by a sandwich, one can now order a virtual trip through room service. Demonatize domain experts These services are pioneered by • Distance learning- using online Disruptive Marriott and are in beta phase for a training using multimedia interactive lot of hotel chains Deceptive tools Digitized Mentoring • Assigning mentors to junior employees can give them exposure to skills; it would be difficult otherwise to pick up in a formal training

www.qcin.org 29 QUALITY INDIA 7th Regional Quality Conclave (RQC)

Mr. Pankaj Shukla, Jt. Prof. (Dr.) Bhavesh Kumar They concluded stating the significance of Flipped Learning Module as Modern Director, NIELIT Chauhan, Director Automated way of Learning and BBDNITM & Prof. Bhaskar explained that a flipped classroom is Presented a presentation on Enhancing Pandey, President an instructional strategy and a type Skills for a New Quality Paradigm. He of blended learning that reverses the explained the benefits and importance of - (Institutional Innovation traditional learning environment by • Automation Council), BBDNITM delivering instructional content, often online, outside of the classroom. It moves • Internet of Things (IoT) Presented a presentation on Enhancing activities, including those that may have • Artificial Intelligence Skills for a New Quality Paradigms in traditionally been considered homework, • Case Study Academics. They explained the Paradigms into the classroom. of Education 4.0 as - • Big data Analytics and • E-Learning Tools (Learning, anywhere • The need of Digitization for improved Session 3 any time) customer interactions • Flipped Learning (Personalized Innovation Learning) By elaborating the significance of & Change Digitization he stated that in any given • Outcome Based Education business, digitization would help to - • Project Based Learning Management • Develop new digital way (more • Hands on experience on the field effective) to connect to its customers • Simulation and Data Analysis • New Digital way to showcase your product

For example: • Car Companies can provide virtual tour of the cars

• Tourism companies can provide Virtual tour of places of Importance etc.

• He concluded by stating that under They further elaborated the Program Discussion Agenda this digital age the pivotal role Outcomes for Engineering Graduates by played by Artificial Intelligence, following pointers – Innovation and change have be- Computer Vision & Robotics • Engineering Knowledge come business imperative com- cannot be neglected and it goes • Problem Analysis ponent of sustaining competitive without a doubt that digitization • Design/Development of Solution has transformed the services of advantage. Successfully man- • Conduct investigations of complex business owners as well as customer aging the ongoing change and problems satisfaction to a great improved building innovation culture in extent • Engineer and Society • Environment and Sustainability organization requires extensive • Individual and Team Work preparation and careful execu- • Communication tion.In this paradigm, employee • Project Management and Finances development and talent man- • Life Long Learning

30 July-September 2019 7th Regional Quality Conclave (RQC) agement are important deter- Ms Shashi Rana, Chief • The increased development and use of unmanned aerial vehicles (UAVs), minants for cultivating a culture Consultant, Patent Minder, commonly and colloquially known as where ideas are encouraged IP Associates drones, have added a new dimension for thriving innovation. Innova- to SAR operations Key elements for competitive success are - tion and change occurs when • UAVs and drones are currently collaboration with peers hap- • Planning monitoring and evaluation being developed for applications in construction, mining, journalism, pen. Innovation requires some • Focus on customers and other security, and even in delivery. In stakeholders level of change from external practice, the use unmanned vehicles triggers like customer needs or • Teamwork can be beneficial in situations where expectations, new technology, • Delivering quality in business the use of human manpower can be dangerous, limited or rapid decisions societal change and regulation • Continuous evaluation and are required change. The internal triggers improvement are problems in operations and • Scientific and analytical approach Explained how Tech Innovations are reshaping the future by giving the • Maintaining high quality standard leadership change. instances of - is an integral part of any product's life cycle, as quality aims for high • Innovative Imaging Technology & sustainable performance, makes • Audio sensing to locate lives during Mr. Sandeep Kumar the product / services effective, disaster through swarming Lamba, AGM – QA, Radico gives strength and credibility, add Khaitan Ltd. in morale and confidence, helps in • Machine Learning (ML) and AI in building trust, and in log run it proves drones to fly through challenging routes • Shedded light on the success story to be very economical of Radico Khaitan Ltd. which is • Explained the importance of • Innovative robotic arms for drones to now one of the largest players in Creativity, Invention and Innovation perform complex rescue missions the Indian Spirits industry and is in the success story of any product's • Drone swarm technology—the formerly known as “Rampur Distillery life cycle ability of drones to autonomously & Chemical Company” established • Emphasised on the significance of make decisions based on shared in 1943 Intellectual Property Rights (IPR) information—has the potential to revolutionize the dynamics of conflict • He added that the renovation, in establishing a unique identity of expansion and modernization brand value of any product as well as • Precisely defined, drone swarms converted Radico into the Most on any individual's creation of mind are “multiple unmanned platforms Modern Distillery of India and/or weapons deployed to accomplish a shared objective, Mr. Milind Raj, Director, with the platforms and/or weapons While laying emphasis on the fact that autonomously altering their behavior Quality should be a continual Process Monda Tech (India) based on communication with one for any product, he segregated the another” Quality Circle stages as – • He differentiated between Change & Innovation stating that Change is • Consumer focus incidental & Innovation is structural Mr. Amit Iqbal Srivastava, • QA at vendor locations • In recent years, technological Founder & CEO, Anuna • Quality Circle Meet advances in unmanned, autonomous Education Network Pvt. • Training & awareness and semi-autonomous vehicles have Ltd. reduced their cost while increasing • Storage & ware housing their utility and ease of use

www.qcin.org 31 QUALITY INDIA 7th Regional Quality Conclave (RQC)

• Shared the video clip on how Anuna that focuses on improving upon • Product life cycle is broken into Education is working to bridge the four stages: introduction, growth, existing tasks. Automation skill-gap in India by creating well- maturity, and decline. This concept rounded professionals, who outshine enabled by the Industry Internet is used by management and by their competition in India’s growing of Things (IIoT) allows for more marketing professionals as a factor work-force. He further added that centralized management and in deciding when it is appropriate to Anuna Education is the lead enabler increase advertising, reduce prices, in innovating solutions in skill control. Manufacturers can expand to new markets, or redesign development and education space become more agile of customer packaging thus creating a productive skilled demand and inventory levels work force to prepare over 1,00,000 Takeaways of Product Lifecycle – youth to be industry ready by 2020 in the supply chain. Organiza- • The concept of product life cycle from the States of Uttar Pradesh tions can leverage the power of helps inform business decision- & Uttaranchal and also to act as automation and digitalization by making, from pricing and promotion a catalyst in the growth of small generating and analyzing data to expansion or cost-cutting business entrepreneurs in North India for predicting their future course • The product life cycle is defined by of action. four stages: introduction, growth, maturity, and decline Session 4 Mr. Jayant Krishna, Automation & Senior Fellow, Center for Mr. Avanindra Gautam, Strategic & International DGM–TS, NTPC Digitalization Studies, Washington, DC • Emphasised on the significance of &Ex Director, Wadhwani Automation & Digitization in Power Foundation, USA Industry by stating that they have Discussion Agenda become an integral part in power sector about enhancing plant As disruptive technologies • Industry 4.0 technologies help performance through dependable organizations realize immense value increase, traditional firms face and predictable operations a growing need for meaningful with smart products, smart services, connected factory, and smart • Power plant automation solutions digital transformation. Automa- production to achieve business help in automating turbine control, tion is the process of converting growth and efficiency boiler control, boiler protection, the balance of the plant, and integration manual tasks more efficiently • 3D printing which is a transformative of third-party systems with the through digital technology. Digi- approach to industrial production help of predictive maintenance and enables creation of lighter, stronger talization is a broader approach connectivity through the SCADA parts and systems system. Various units of thermal power plant are controlled from common control of power plant even in hydro plant, remote operation from around 400-500 KM is also planned and in testing

• India’s transmission sector is quite on par with global benchmarks, automation technologies has still

32 July-September 2019 7th Regional Quality Conclave (RQC)

not penetrated distribution sector cyber security to offer automation on the challenges & issues faced by many compared to the West solutions to industrial clients by corporate giants of the Country before leveraging its diverse customer base Automation came to Retail Outlets, for • The financial health of discoms needs and domain knowledge expertise e.g. - substantial improvement so that they can start investing in digitalization • Dealer Oriented System. technologies which will lead to Mr. Rajkishor Behera, IOCL • No direct interface between the further efficiency improvements and Company and the Customer. also address demand side challenges Emphasised on advantages of Terminal • Details of ROs (Stock, Sale, Issues • There will be a need to provide Automation System (TAS) as - etc.) monitored by physically localized solutions to emerging available at site • Improved Transparency in the challenges like renewable • Lack of confidence at customer end energy integration, EV charging Business & nil manual interference • Improper utilization of assets infrastructure management, network • Increased production rate stability, power reliability and load • Improper utilization of manpower • Increased optimization of resources and demand management (Company/Dealer) • Improved product quality • Additionally, digital sensing and • Improved safety of supply Locations automated analytics-based solutions He also mentioned the benefits which will enable the move towards a • Records of all activities automatically came after Automation as - more efficient, reliable, resilient and on real time basis and available for • Automated Dip and Stocks responsive grid future reference • Helps to maintain an error free • Auto Price Change • Digitalization is growing rapidly system • Online record for every Transaction across the world and devices are becoming increasingly intelligent. • Auto Reconciliation Digitalization will also play a major He further categorized Automation • Effective Grievance Management role in the renewable energy sector System Terminal as - • Better Manpower Utilization going forward • Supply and distribution (S&D) • Automatic Bill Generation operation i.e. Indenting system by dealers and consumers and up to • Monitoring of Customer Attendant Mr. Venkateswar Chaubey, acknowledgment of product • Audit Trail Industrial Automation- • Terminal Automation System (TAS) • e-Bill Generation i.e. for Storage of product in tanks, ESP, Larsen & Toubro • Improved Loyalty Services to facilities for receiving/delivery of Limited Customers Product & safety facilities installed in the Terminal • Transparency in Operatio • Emphasised on how significantly Automation & Digitization have • Enterprise resource planner i.e. SAP With the introduction of Automation & played pivotal role in transforming System Digitization, the Oil Industry has touched it an Engineering and Construction new heights with flying colours and major in the Country. Mr. Deependra Kumar, EO improved customer satisfaction. • L&T-Nxt, a new vertical will focus on (RA), Kanpur DO, IOCL artificial intelligence (AI), IoT (Internet of things), virtual reality, augmented Elaborated the significance and need of reality, geo-spatial solutions and Automation Architecture by shedding light

www.qcin.org 33 QUALITY INDIA

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia Our Social Media Presence

34 July-September 2019 www.qcin.org 35 QUALITY INDIA

People Development

What is People Objective Development? Coordinated activities of identifying the knowledge & skill gap, imparting the People are considered as family member/ same, enhancing desired attributes that assets of any organization/ human are necessary to perform one or more resource of an organisation. People role-based tasks, and the evaluation that development covers activities that the desired competencies have been identity & develop talents, build human achieved for all the employees capital and facilitate career propagation, enhance the quality of life and contribute to the realization of their dreams and aspirations. The human resource pyramid Senior Level Benefits for is depicted below: - Organization Middle Level • Increased productivity and Supervisory Level adherence to quality standards • Economy of Operation: Skills people avoid accident, wastage of material Operators Level and reduce cost of production

36 July-September 2019 Skill Matrix- Production/Quality/H.R/Management/Procurementt/Audit Deppt.: Production Date:

Competency

No. of Trainin

Some S.No Empolyee Name Designation Knowledge Product Process Knowledge Skill Operation up skill set Mould Skill Inspection Handling Instruments Quality System Control 5S / Visual Average g Reqd 1 Name 1 Engineer 4 4 4 4 4 4 4 4 4 0 2 Name2 Supervisor 4 3 3 3 3 4 3 2 3.1 2 Examples 3 Name3 Supervisor 4 4 4 4 4 4 4 4 4.0 0 4 Name 4 Supervisor 4 4 4 4 3 4 2 4 3.6 2 5 Name 5 Operator 2 3 3 3 2 3 2 3 2.6 3 6 Name 6 Operator 2 2 3 2 3 2 2 3 2.4 5 7 Name 7 Operator 3 4 3 3 2 3 3 2 2.9 2 8 Name 8 Operator 3 2 2 2 3 3 3 3 2.6 3 9 Name 9 Operator 3 2 2 2 1 2 2 3 2.1 2 10 Name 10 Operator 3 2 1 1 2 1 3 2 1.9 3 11 Name 11 Operator 3 3 2 N/A N/A 2 2 1 2.2 2 12 Name 12 Operator 3 1 2 N/A N/A 1 2 1 1.7 2

Note: 1 mean Training (0.5) Average Score: 1 2 3 4 Can work under Supervisi Ability • Coordination among Trainee on Trained to coach team create improved Every employe employee satisfaction e should gradually and morale move to score 3 • Reduced employee in Company atleast 5 turnover Policy: skills.

• Multiskilling of operators Prepared Apporve By: Name d By: Name across areas Date: Date: Skill Matrix Skill • Encourage innovation and Creativity Role mapping for Manufacturing Process P o R s o i Benefits to the l t Line AVP

e AGM

i Works manager

manager Assistant Manager executive supervisor

Operations People o Production Line operators Administrative n Manufacturing

• Professional Growth: •• •• Employee development Plant development ✓   Planning & Organizing ✓  Role Mapping Role plans are created to Product /Process training ✓ help individual in their Corporate Management ✓ Key project Accountability ✓ ✓   career growth in the Training & Development (Process/ organization Product Behavior) ✓ ✓ Process Expertise/ Improvements ✓ ✓ • Understanding of new Delivery Index achievement/ execution ✓ ✓ Quality, Productivity Quality Index achievement ✓ ✓ ✓ ✓ and Safety concepts. Customs & Factory regulations ✓ Generation Of MIS report & analysis  Trending practice in Continual Improvements in Plant ✓ ✓ industry • Increased employee motivation, process Maintaining Factory standards & better ownership and work environment ✓ ✓ ✓ Plant Layouts ✓ importance in Rejection Disposal actions ✓    organization Goal setting ✓ ✓ Mandatory Regulatory ✓ ✓ ✓ ✓ New product development ✓ -Team ZED Risk Mitigation plan & execution ✓ Documentation & Execution ✓ Process validation ✓ ✓ Symbol use Role : Yes ✓ www.qcin.org 37 Symbol use Role : No  QUALITY INDIA

Decoding millennial’s way of Learning Millennials are the experiences generation - Julia Hartz

38 July-September 2019 Millennials or the Generation –Y, as we our predecessor learning and upgrading that are already in existence and no know are confident, ambitious, liberal, knowledge is no longer a laborious one needs to reinvent the wheel due to achievement-oriented and insanely dedicated effort but can be had at any their ignorance about such inventions tech-savvy. This generation has reached point of time available at our disposal. elsewhere in the world. One can seriously its adulthood in the early 21st century, focus on this area of choice without the thus becoming the dominant strata of E- learning or online education is favored need to go through unrelated matter as it population worldwide and has impressive by Generation -Y because it compliments is now possible to filter off such matters representation in workforce and higher with the characteristics that they possess. with great ease. education. As most of them are self-motivated and have the continuous urge to keep Over the years e-learning has seen an The world is constantly changing and learning they prefer to go digital instead impressive growth and it is stated that it there has been a paradigm shift in way of of enrolling oneself in coaching or is the next big thing. It is here to stay since acquiring knowledge. Ways of imparting classes. This saves time and money education is widespread, it is without knowledge are no longer confined to associated with it. Moreover, the working boundaries and is available cheaply. It using blackboard, chalk, pen or paper. ambitious millennials prefer to consider is not bound within the wall of libraries The educators have discovered innovative on-job learning. Continuous learning or museums or personal domains of ways of incorporating it in higher and updating of their knowledge have institutions or individuals. As we are education and corporate learning which, considerable impact on personal and glued to gadgets all the time be it on in turn, have manifested in the rapid professional growth. laptop or mobiles, most of the digital growth of technology-assisted-teaching learning platforms have made themselves methods of learning. As a millennial myself, I am always ubiquitous which means knowledge can looking to stay ahead in the learning be absorbed anytime and all time .One As millennials are characterized as a curve. Unlike the pre-Gen-Y period, social can seriously focus on this area of choice generation that wants to be challenged and business environment is extremely without the need to go through unrelated all the time to enrich their experiences, dynamic, emerging technologies have a matter as it is now possible to filter off build self-confidence and augment shorter life getting steadily replaced with such matters with great ease. leadership quality. They keep looking newer technologies. It is therefore quite for opportunities and mediums through apparent that we need to update our As a known fact, millennials are the most which they can refine their existing skill knowledge not only to take advantage of educated generation and they perceive sets to keep up with this dynamic and the new technologies but also get used to learning as an indispensable part in their evolving world. the great uncertainties at each transition. growth and development. The constant In a world where the fittest survives, change in business demographics has If we try to decode the millennial’s way only those who are able to update their revolutionized the way knowledge is being of learning, we get the answer by looking knowledge continuously will survive the offered. The shift in acquiring education around ourselves. This generation has test of time. and knowledge is bound to happen and witnessed the digital boom and they the next generation may completely shed simply rely on technology for all the The best part about this type of learning of the idea of traditional learning and solutions. It can’t be denied that digital is that it is very focused and offers active embrace digital learning. platform has unburdened them from learning. Gen- X loves realistic and physically demanding tasks and made experiential learning. They yearn for life simpler, easier and faster. We no real world scenario-based examples and longer have to go through the physical show greater interest in learning through task of searching through the library hands-on experience. The interactive catalogues and then search the desired learning through infographics, animations books from the shelves, leaf through and on -the -spot assessments work well the pages for long hours at a stretch. for them. The learnings are focused and Everything is in front of us in a jiffy. With preferred size of studying these days; the ease of getting requisite information these are not elaborate lessons but Rituparna Mukherjee and the penetration of technology in the bite sized contents that are precise and A Millennial domain of education, the generation has assures quality learning. This obviously become hungry for e-learning. Unlike gives individuals to build on inventions

www.qcin.org 39 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

Sameer Parashar Ease of Doing Project Manager, PPID Business and India’s Prospects

40 July-September 2019 QUALITY INDIA

What is Doing • Starting a business How has India • Dealing with construction Business project? permits done on the EODB • Getting electricity rankings? The Doing Business project by World Bank provides objective measures • Registering property India ranked 63rd in the World Bank of business regulations and their • Getting Credit Doing Business (DB) 2020 rankings, a enforcement across 190 economies • Protecting minority investors measure of how easy it is to do and selected cities at the subnational business in the country. This is a and regional level. The project was • Paying taxes 14-rank improvement over 77 in DB launched in 2002 and it looks at • Trading across borders 2019. India ranked 100 in DB 2018. domestic small and medium-size • Enforcing contracts India’s score has also improved, from companies to measure the regulations 67.5 in DB 2019 to 71 in DB 2020. applying to them through their • Resolving insolvency life cycle. Doing Business captures Indicator 2018 2019 several important dimensions of the Each of these parameters has regulatory environment as it applies certain sub-parameters that are Resolving Insolvency 108 52 to local firms. By gathering and quantifiable (mentioned alongside). Construction Permits 52 27 analyzing comprehensive quantitative For example, the 'Starting a business' data to compare business regulation parameter has procedures, time, cost Trading Across Borders 80 68 environments across economies and and minimum capital required as over time, Doing Business encourages calculative parameters. Registering Property 166 154 economies to compete towards Paying Taxes 121 115 regulation that is more efficient and offers measurable benchmarks for How are the Ease Getting Electricity 24 22 reform. These studies provide data on the ease of doing business, rank of Doing Business Starting a Business 137 136 each location, and recommend rankings calculated? Overall Rank 77 63 reforms to improve performance in each of the indicator areas. Selected As it can be seen, India has improved The Ease of Doing Business rankings cities can compare their business significantly over the last year. are calculated based on the Distance regulations with other cities in the The important features of India's to Frontier (DTF) score. The distance economy or region and with the 190 performance this year are: to frontier score benchmarks economies that has ranked. Doing economies with respect to regulatory Business subnational studies Doing • The World Bank has recognized best practice, showing the absolute Business The first study, published in India as one of the top 10 distance to the best performance on 2003, covered 5 indicator sets and 133 improvers for the third each Doing Business indicator. When economies. This year’s study covers 11 consecutive year compared across years, the distance indicator sets and 190 economies. to frontier score shows how much • Recovery rate under resolving the regulatory environment for local insolvency has improved entrepreneurs in an economy has significantly from 26.5% to 71.6% What aspects are changed over time in absolute terms. studied to conduct Based on the DTF score, the rankings • The time taken for resolving are calculated. When rankings are insolvency has also come down the ranking? compared, inter-country comparisons significantly from 4.3 years to 1.6 can be made. years Economies are evaluated on the India continues to maintain its first following 10 aspects: position among South Asian countries. It was 6th in 2014

www.qcin.org 41 QUALITY INDIA Ease of Doing Business and India’s Prospects

• States can work towards providing a What improvements Challenges for Ease of robust online system for registering has India brought in to doing business in India property

help improve its Ease • Digitising land records, improving of Doing Business titling and streamlining procedures Enforcing contracts for transfer of property should be ranking? India ranks163rd out of 190 economies on taken up enforcing contracts. Dispute resolution • Foreign trade needs to be boosted has been an impediment in India’s further by cutting red tape and reducing Starting a Business growth on EODB index. transaction costs India has made starting a business • A fair judicial and executive system faster by abolishing fees for the SPICe Registering property needs to be in place to achieve the company incorporation form, electronic confidence of domestic and foreign memorandum of association, and articles India finds itself at 154th rank when it investors of association. These reforms apply to comes to registering property. It has to both Delhi and Mumbai. be noticed that difficulty in registration • Fast track commercial courts, of property discourages industries from paperless courts need to be set up to establishing and enhancing further. speed up the judicial processes Dealing with Construction Permits • Reforms should not be restricted to Mumbai and Delhi but should be India (Delhi) streamlined the process, Prospects and way implemented in the hinterland as reduced the time and cost of obtaining forward well construction permits, and improved building quality control by strengthening • Create awareness about the reforms • India has significant room for professional certification requirements. and procedures of institutional improvisation in almost all the sub- India (Mumbai) streamlined the process arbitration indices of obtaining a building permit and made • Labour compliances need to be it faster and less expensive to get a • India fares among the best in access eased construction permit. to credit in the South Asian region. Access to credit should be assured • Bureaucracy needs to be well trained for small businesses and rural Trading across Borders and should try to come out of its entrepreneurs through penetration popular mindset of being lax and India made trading across borders of formal banking channels into rural indifferent easier by enabling post clearance audits, areas • In the spirit of cooperative and integrating trade stakeholders on a • Effective implementation of reforms competitive federalism, all the states single electronic platform, upgrading like GST, Insolvency and Bankruptcy should initiate the best and proven port infrastructures, and enhancing the code is needed. The limit of 180 practices for ease of doing business electronic submission of documents. This days prescribed in Insolvency and reform applies to both Delhi and Mumbai. Bankruptcy code should be pertained • The government s assessment to of states for implementation of Business Reforms Action Plan is a • Governments should be proactive in step in the right direction and helps obtaining regular feedback about the to reinforce the idea of competitive implementation and initiating the federalism changes accordingly

42 July-September 2019 Ease of Doing Business and India’s Prospects

India's positions in World Bank's Ease of doing Business ranking on key parameters

Conclusion

A high ranking in one year is not the and order maintenance and quality State- wise ranking of implementation end in itself. To reach the target of physical infrastructure. At the same of Business Reforms Action Plan needs top 50 in the rankings, India needs time, reforms should not be restricted to be continued. Not restricting to to be more vigilant in its approach. to Mumbai and Delhi as this would cooperative federalism, cooperative sub It needs to demonstrate not only the improve the ranking on Ease of Doing federalism also needs to be explored regulatory, governance and economic Business Index but doesn’t account by bringing local bodies on board and reforms to investors but also political for the actual ground picture of the encouraging their cooperation with and macroeconomic stability, law whole country. To address this issue, Central and State governments.

www.qcin.org 43 National Accreditation Board for Testing and Calibration Laboratories

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

44 July-September 2019 QUALITY INDIA

NABL Updates

NABL Awareness Program on QAS – BC (Entry-Level) 20th July 2019

An awareness program on Quality Assurance Scheme for Basic Composite Laboratories (Entry-Level) was conducted at Indore on 20th July 2019.

Around 130 participants attended the awareness program.

The program sensitized on the details of the scheme and received positive responses from participants.

3rd PTP / RMP Conclave, Hyderabad (30th – 31st Aug 2019)

The 3rd PTP / RMP Conclave was conducted on 30th and 31st August 2019 in Hyderabad.

More than 114 participants attended the conclave.

The program was graced by Dr. Bhaskar Narayan, Advisor FSSAI and Dr. Vasireddi, Chairman, Vimta Labs Ltd.

The program consisted of Technical Sessions on PTP and RMP organizations. Technical deliberations with active participation from all the participants were observed.

Based on the two-day conclave presentations, prizes were given to the following organizations:

www.qcin.org 45 QUALITY INDIA National Accreditation Board for Testing and Calibration Laboratories

First Prize CMC, Vellore (PTP)

Second Prize NRCG, Pune (PTP)

Third Prize Metal Power Analytical Pvt. Ltd, Mumbai (RMP)

Dr. D. K. Aswal, Director, NPL graced the event and distributed the prizes.

NABL Lab Forum held in Chandigarh on 27th September 2019

NABL has initiated “NABL LAB FORUM” to sensitize Accredited / Applicant / Aspirant Laboratories about NABL Requirements & Accreditation Procedure and updates on recent initiatives.

First “NABL LAB FORUM” was conducted in Chandigarh on 27th September 2019. Around 60 participants from various laboratories of Himachal Pradesh, Punjab and Haryana attended the forum wherein their queries were addressed by NABL Team in real time benefitting the participants with direct interaction.

46 July-September 2019 National Accreditation Board for Testing and Calibration Laboratories

5-Day NABL Assessors’ Training Course as per ISO/IEC 17025:2017 at ICAR-CIBA, Chennai during 16th- 20th September 2019

NABL Assessors’ Training Course as per ISO 15189 (23rd - 27th September 2019) at Madras Medical College, Chennai with 30 participants representing various Government Medical Colleges in Tamil Nadu

www.qcin.org 47 National Accreditation Board for Hospitals and Healthcare Providers

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48 July-September 2019 QUALITY INDIA

NABH Updates

July 2019 to September 2019

Achievement in the last three months (July 2019 to September 2019): During the period of July 2019 to September 2019 following works have been accomplished:

S.No. Program Accreditation/Certification Granted

1. Accreditation Program 130

2. Certification Program 697

3. Empanelment Program 94

Total 921

Assessment Conducted

Total nos. of assessment 1111 conducted for Accreditation, Certification and Empanelment during July 2019 to September 2019

NABH Training Programs on Implementation (POI) & Education Workshops

• Program on implementation training conducted in the various cities on NABH Accreditation Standards of Hospitals, AYUSH, Blood Bank and Nursing Excellence, Pre Entry-Level Hospital & SHCO Certification Standards, Clinical Audit Workshop and Continual Quality: Tools and Techniques Workshop

• The objective of this programme is to provide guidance to healthcare provider on implementation of NABH standards

• This programme is very useful to develop Internal Capability within the hospitals to work towards implementation of quality and patient safety standards, achieving accreditation and maintaining the same

• In all, 12 Programs were conducted during July 2019 to September 2019 wherein more than 540 healthcare professionals participated

www.qcin.org 49 QUALITY INDIA National Accreditation Board for Hospitals and Healthcare Providers

NABH Assessor Training Courses conducted in the various cities for accreditation and certification programs

S.No. City of Course Date of Course Hospital & SHCO Full Accreditation Program 1. Chandigarh 21st to 25th August 2019 AYUSH Accreditation Program 1 New Delhi 22nd to 26th July 2019 Blood Bank Accreditation Program 1 New Delhi 22nd to 26th July 2019 2 Bangaluru 19th to 23rd August 2019 Dental Accreditation Program 1 New Delhi 1st to 4th August 2019 2 Mumbai 5th to 8th September 2019 Pre Entry-Level Certification Program 1 New Delhi 29th to 31st July 2019 2 Varanasi 29th to 31st August 2019 3 Hyderabad 29th to 31st August 2019

Glimpses of Trainings

Assessor Conclave at Bengaluru on 6th July 2019

Assessor Conclave at Hyderabad on 7th July 2019

50 July-September 2019 National Accreditation Board for Hospitals and Healthcare Providers

Clinical Audit Workshop at Chennai on 21st July 2019

Continual Improvement: Tools and Techniques Workshop at Kolkata on 18th August 2019

AYUSH Assessor Course at New Delhi from 22nd - 26th July 2019

Nursing Awareness Program at Coimbatore on 18th August 2019

Assessor Conclave at Mumbai on 27th July 2019

Launch of AYUSH Entry-Level Standard at Mumbai on 22nd August 2019

Assessor Conclave at New Delhi on 28th July 2019

Hospital Assessor Course at Chandigarh from 21st - 25th August 2019

Dental Assessor Course at New Delhi from 2nd - 4th August 2019

NABH has been taking various initiatives to develop the staff by training them on various quality programs. A three-day training program was conducted by CEO-NABH to induct the staff on Lean Six Sigma Yellow Belt Training for NABH Staff at New Delhi Lean Six Sigma methods. Its applicability in different areas was from 18th - 20th September 2019 explained well to improve the day-to-day activities of the board.

www.qcin.org 51 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

Prashant Paschal Clinical Trial Assistant Director, NABH Accreditation by NABH in India

India is one of the leading countries to carry out separate accreditation programme for Clinical Trials

52 July-September 2019 QUALITY INDIA

A brief & detailed 6. NABH/QCI received the approval letter from Ministry of Health & Some Facts overview Family Welfare, (DR Section) dated 28th November, 2016 stating that & Reported accreditation of ethics committee is CLINICAL TRIAL Accreditation: A mandatory from 1st January, 2018 Analysis Brief History

1. Since 2011 there has been a steady decline in the Clinical Research Prospects for Clinical Lack of appropriate projects being conducted in India. Trials (CTs) in India regulation: India is losing This has had a huge impact on the out to Malaysia, China and research industry of our country. This Singapore. was attributed to lengthy approval CTs are indispensable for drug time of the drug regulator and due development process to ensure to rising allegations of unethical efficacy and safety for any new Drugs continue to be practices in the country, which led to drug approved in India without new regulations 2013 onwards i. Favourable prerequisites for having ethics committee 2. India being the 2nd most populated conducting clinical research and accreditation local country in the world, participate drug development population. in only 1.5% of industry sponsored ii. Large and diverse patient pool Clinical Trials of the World (Ref-As (trial participants) per the active registered projects on More than 1,700 patients have iii. Highly skilled workforce www.clinicaltrials.gov on 25 February died in clinical trials over the of qualified scientists 2019) past three years, the website (investigators), medical colleges reports, noting that “few” of 3. In the year 2014, the Expert (sites), etc. committee under the Chairmanship these deaths were directly of Prof. Ranjit Roy Chaudhary formed related to clinical research. Unfavourable ecosystem has by Ministry of Health & Family undermined its potential Welfare, recommended for the A sharp decline in the number i. Only 19 trials approved in 2013, accreditation of Ethics Committee, of clinical trials in India due Investigators and Clinical Trial Sites a drop of 93% from 2012 (262 trials), and a fraction of its peak to lack of internationally 4. Quality Council of India was assigned of 500 trials in 2010 acceptable framework the task for creating a system for ii. India has 16% of the world’s addressing ethical and patient accreditation of Ethics Committee, safety issues. Investigators and Clinical Trial Sites population, 20% of the global by CDSCO in Year 2014 disease burden, yet it has less than 2 % of CTs registered 5. After several discussions with the Six investigations have been worldwide Ministry of Health & Family welfare; conducted into alleged DCGI was notified that NABH would iii. Higher growth of Indian violations of Indian clinical trial commence the accreditation process pharmaceutical industry, regulations since 2010. in a phased manner, starting with the however, clinical research industry is lagged behind Ethics committees in India Less than 2% of Global Clinical iv. Unfavourable public opinion Trial takes place in India. of CTs- due to several Contract Research Organizations blamed for conducting trials without due concern for procedural and ethical issues

www.qcin.org 53 QUALITY INDIA Clinical Trial Accreditation by NABH in India

Purpose Current Status of NABH Challenges to Accreditation of Ethics overcome 1. The purpose of the NABH accreditation is to ensure the quality Committee 1. Capacity building in ethics & capability of the Ethics Committee committees which is responsible for approving 1. NABH has developed standards a Clinical Trial at a particular site, (available free at NABH website), 2. Miscellaneous issues: post-trial protecting patients’ right, safety & conducted trainings on access to beneficial investigational well-being implementation and has developed products (NCEs), guidance on what a pool of trained assessors with high constitutes a ‘standard of care’ for 2. A well thought accreditation competence to comply with the use in clinical studies, conditions program can evaluate the capability intent of the program at ground level for a CT waiver and an accelerated or performance of any of the 3 approval pathway, CTRI challenges, components (CT site/Investigator/ 2. The laid down standards on Ethics Investigator initiated studies, Ethics committee) as an entity. It Committee Accreditation are the academic research also establish confidence in India’s basic minimum requirements, which research capabilities needs to be adhered in order to 3. Protecting participant rights, safety improve the safety of the process of and to see that the data generated 3. To ensure transparency in every Clinical Trials in India. It is an attempt is credible by strictly adhering to step followed in Clinical Trials & to at standardizing the quality of clinical protocol promote and improve the standard research in India for Clinical Trial practices in India 4. Ambiguity regarding Mandatory or 3. The program is moving smoothly Voluntary Accreditation of Clinical 4. The registration process done for with approximately. (145 applications Trials in India ethics committee by CDSCO is as in process and 122 Ethics committees per the submitted documentation, are accredited till date) following which NABH checks the ground realities to evaluate 4. NABH is working on guidebook Benefits and the effectiveness of process (1st edition) with interpretations Significance of implementation of the documented for better clarity of standards and system objective elements including all the Accreditation templates for easy implementation 5. To bring more research in India: of NABH standards and will be soon 1. Demonstrates accountability to the NABH would like to mention that available for masses public improving the transparency and accountability in the process 5. NABH has a toolkit to assess 2. Demonstrates the commitment to of clinical research in India will whether ECs adhere to policies and excellence definitely bring more business in SOPs. Formats for ongoing trials, 3. Strengthens patient confidence terms of investments by Pharma EC membership details and SAE 4. Facilitates continuous quality companies which are benefitted by reporting has been finalised by the improvement for clinical Research ethical practices for subjects, as they Technical committee and is accepted are the biggest beneficiary among all well by the applicants 5. Ensures protection of patient safety, rights & well-being the stakeholders. Also, Investigators 6. NABH has received excellent in India would be more interested feedback from accredited ethics 6. Builds confidence in all stakeholders in clinical trials after analyzing committees and members of Ethics of Clinical Research the standardized procedure in the Committees 7. Reassures the biopharmaceutical & clinical research device industry to believe in Indian

54 July-September 2019 Clinical Trial Accreditation by NABH in India

Investigators & Hospitals for high 6. In order to bring more accountability research process in this country more quality standards for Data Integrity and transparency in Clinical Trial friendly, transparent and objective Procedure in India, NABH suggests should be given the requisite impetus 8. Helps the Institution to know to make accreditation a compulsory by the Government of India in the its strengths, weaknesses and step for re-registration for all larger interest of the trial subject and opportunities the ethics committees which are user safety 9. Gives the accredited facility a new registered by the CDSCO. 5. NABH has not only performed the sense of direction and identity role of trainer but has also ensured that due justice is provided to the Essentiality and need Way forward concerned subjects wherein he of NABH Accreditation is deprived of his genuine right to compensation. More than 40 1. We appreciate the steps taken by of Clinical Trials subjects who had earlier been denied the Government of India to establish compensation were granted the confidence in India’s research 1. NABH has received an excellent same based upon the observations capabilities and bring transparency feedback on the success of this raised by the NABH Accreditation in every step followed in the process program from the applicants and Committee of clinical trials without the harm to the accredited committees on the 6. NABH has not received a single the subjects competence, transparency and complaint with respect to the cost or 2. This will also promote and effectiveness of the program as well a possibility that the cost of trial will improve the standard for Clinical as the assessment process go up or that the investors are shying Trial practices in India which 2. The programme has now started away due to these accreditations. On will ultimately lead to increased gaining greater acceptability and the contrary the organizations are number of clinical trials (Sponsored/ the ethics committee across the paying for both years of accreditation Investigator’s initiated) in India country in various institutions as well fees at one go even when this is not 3. In order to bring Clinical Trial as Independent ethics committee mandatory and it is cost effective as procedure and policies on par have realized the importance of compared to other accreditations/ with global standard and to accreditation. An independent recognition by other bodies like ensure wellbeing/protection of assessment body is able to pick up AHHARP and FERCI trial participant, NABH request certain errors that earlier were either 7. All these are testimony to the Government of India to continue this not been recognized or were simply excellence in clinical trials that is accreditation process and to consider not being handled in an appropriate being put into place due to the efforts the accreditation program for manner of NABH and such a programme is Investigators and clinical trial sites 3. The accreditation programme not only a need of the hour but will 4. In this regard, we request the ongoing has instilled confidence in all the serve as a supplement to CDSCO and continue to support in keeping this as stakeholders i.e. the research help in improving the quality and mandatory, as done currently subject, the investigators, the site equity in clinical trials and put the as well as the ethics Committee. 5. In order to remove the misconception country on a higher pedestal in the This is evidenced from the fact about accreditation being mandatory area of Clinical research. India is one that extremely favorable reviews or voluntary, NABH requests Ministry of the leading country to carry out have been obtained from the ethics to pass an order for CDSCO to publish separate accreditation programme committee on the observations the accreditation notice at their for Clinical Trials and we should not raised by the NABH Accreditation website and also to include the same lose the impact already created nor committee in the clinical trial rules 2019. Ethics the leadership position acquired by Committee Accreditation – Progress 4. A programme that has been widely this country in this field Report 2019 accepted and is making the clinical

www.qcin.org 55 National Accreditation Board for Education and Training

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

56 July-September 2019 QUALITY INDIA

NABET Updates

Formal Education Excellence Division (FEED)

Workshops from July to September 2019 in Formal Education Excellence Division, NABET

9th July 2019: 1-Day Awareness Work- shop on NABET Standard for Quality School Governance in Noida

25th to 27th July 2019: 3-Day Aware- ness Workshop on NABET Standard for Quality School Governance in Mumbai

6th August 2019: Formal Launch of Assessment & Certification of 30 schools under Municipal Corporation of Greater Mumbai (MCGM)

10th August 2019: 1-Day Awareness Workshop on Accreditation Standard for Quality School Governance in Meerut

www.qcin.org 57 QUALITY INDIA National Accreditation Board for Education and Training

22nd & 23rd August 2019: 2-Day Awareness Workshop on Accreditation Standard for Quality School Govern- ance in Meerut

29th to 31st August 2019: 3-Day Awareness Workshop on NABET Standard for Quality School Govern- ance in Mumbai

27th September 2019: 1-Day Familiar- ization workshop with officials of ST & SC Development, Minorities & Back- ward Classes Welfare Department, Odisha and related stakeholders from school hostels

26th to 28th September 2019: 3-Day Training School Assessors’ Workshop in Delhi

September 2019: Assessment in Government Schools of Jhunjhunu & Sikar, Rajasthan

58 July-September 2019 National Accreditation Board for Education and Training

Environment Division: Accreditation of EIA Consultant Organization

Meeting on comprehensive revision of EIA Notification 2006 at Ganga Auditorium, MoEFCC, New Delhi on 1 August 2019

29th to 31st August 2019: 3-day Awareness Workshop on NABET Standard for Quality School Governance in Mumbai

EIA Assessor Meet ( Sept 18th -21st, 2019), Hotel Trident, Kochi, Kerala

QCI-NABET annually organizes EIA Assessor Meet inviting all the Assessors, Accreditation & Technical Committee Members at Hotel Trident, Kochi, Kerala, September 18th-21st, 2019. During the meet Assessors, Committee Members along with NABET secretariat discussed challenges faced in the implementation of the EIA Scheme, expectations of stakeholders and new suggestions/ideas.

www.qcin.org 59 @QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

NABET Strategic Meet ( September 16th -18th, 2019), Hotel Trident, Kochi

Strategic Meet had Sessions on Communication Skills, Leadership, Team Building, Case Studies, Group Activities, Strategy Management, SWOC of NABET and Individuals.

60 July-September 2019 QUALITY INDIA

Exploring Artificial Intelligence Dr. Indrajit Bhattacharya (AI) – Director, NABET

An Effective Tool for Revolutionising the Education System

Artificial Intelligence will give the scale to provide good quality education across the country at low cost and without the need for equivalent manpower

www.qcin.org 61 QUALITY INDIA

all, including in emerging markets, rural In the wake of National communities and to children with special Education Policy (NEP) needs; and reducing the cost of delivery to 2019 formulations, it provide affordable education. becomes pertinent Teachers are burdened with administrative tasks that takes time away to explore Artificial from teaching: Planning class materials Intelligence (AI) as for large classes of mixed ability students; marking and grading assessments an effective tool for and homework; and fact and source revolutionising the checking for submitted assignments. School administrators and admissions education system staff, meanwhile, are struggling with selecting the best students from a large volume of applications and effectively Analytics and the 3 communicating with students, staff and horizons of Artificial parents. Intelligence (AI) All of this is resulting in an education system that is under-resourced and Deloitte conceives of 3 horizons when inefficient. And where all too often, it comes to the role of analytics and students can get forgotten and left Artificial Intelligence working with human behind. decision-makers:

Horizon 1 involves ‘assisted intelligence.’ Human assistance is required in operation or interpretation.

Horizon 2 involves ‘augmented intelligence.’ Here, ‘machine learning’ (where AI systems are ‘trained’ with large amounts of data) augments decision-making by humans.

Horizon 3 involves ‘autonomous intelligence’. In this scenario, the AI decides and executes autonomously.

Challenges in Education System

Education institutions globally are grappling with three big challenges: Providing quality education, often at scale; ensuring education is accessible to

62 July-September 2019 Exploring Artificial Intelligence (AI)

Artificial Intelligence (AI)

AI is now being used by many of us in machines and make them think, learn and our day-to- day life. For example, today make decisions like humans. many homes are using Amazon’s Alexa, an AI-based assistant. In fact, many of the Below are a few ways in which AI could support queries by airlines, banks, food effectively be used in the Indian education delivery apps, etc., are being handled system: by smart AI driven chatbots. This proves that AI is quickly making deep inroads in many walks of life, thanks to the rapid technological advancements in the last decade which allow huge storage of data and high computational ability.

The industry where AI can possibly make the biggest impact is education. So, before we delve more into it, let us first understand what AI is in simple terms. AI is the ability of machines or computer programs to think and learn. The idea is to use the huge computing power of

www.qcin.org 63 QUALITY INDIA

Adapting to the Needs save a lot of time and use it to interact Adaptive Learning with students. of the Student It is one of the promising applications for the benefit of students. AI in schools For years, child psychologists and Providing Actionable help the students for adaptive learning educators have been constantly talking Feedback to the by tracking their academic progress, about the fact that each child is special, modify the course or its learning pace, with a unique combination of abilities Teachers informing the teacher about the difficulty and needs that affect learning. And all in comprehension, and, more. children deserve the opportunity to learn In a regular, pen and paper test, it is not in a way that utilises their strengths and possible for a teacher to analyse the helps them overcome their weaknesses. child’s learning gaps. The teacher can Automated Grader But in a regular school system, with large only say whether the child understood classrooms, limited time and resources, the tested concept or not. But the child Though automatic grading has a long way adapting the teaching style for each may have existing learning gaps in related to go, several standardized tests are using student is not possible. This is where concepts which may be hampering his/ automatic grading systems. At an initial AI can make a huge difference; it can her ability to learn a new concept. With AI, phase, the teachers submit graded essays understand the strengths and learning teachers can get precise actionable data as a sample to distinguish good and a gaps of each child and adjust the pace of on students’ performance and hence can bad essay. The software accumulates learning to suit their needs. provide students with the help they need the knowledge as it grades more essays to succeed. and provides specific feedback instantly. However, the Robo-graders replace a part Delivering Personalised of the grading system, and human grader Content to the Student Changing the Role of is always there for further assessment. Teachers AI has the potential to change the Chatbot present single uniform content delivery One key aspect of education that will not mechanism. It can personalize the change is the teacher. AI-based tools will Students’ evaluation is necessary as it learning experience of the child to suit never replace the teacher but their role gives valuable information and also needs his/her learning style. So, in an AI based will evolve. The teacher would become a an elevation from the existing setup. The system, a child who is a visual learner facilitator of learning, assisting students, AI-driven chatbots seem to be promising will get an animated video, an auditory providing human interaction and more in increasing the feedback quality. The learner will get an audio of a teacher hands-on experience in the classrooms. chatbot collects the students’ opinion explaining the concept and a child who Students will become owners of their own through a dialog interface as if it is a real loves to read, would get a book or an learning process and this will significantly interviewer and looks reasons too for article for the same lesson. Similarly, the improve learning outcomes and quality of varied opinions. The system is unbiased. questions that the child solves move from education. easy to difficult as the child’s learning progresses. Artificial Intelligence (AI) is soon Chat Campus going to be the wind of change As the name itself indicates, you can that would impact the education Automated Grading industry. Artificial Intelligence chat with AI to know the campus. You will give the scale to provide good can understand the life on the campus quality education across the country like searching a lecture hall, application Grading tests and exam papers are at low cost and without the need procedure for the next semester, get tedious and time-consuming, an AI- for equivalent manpower. So, all assignments, know the cafeteria, parking enabled system can auto-grade different stakeholders should welcome this as lot, library, campus events, interviews, types of questions such as essays, long- it would have a long-term positive and more. form and not just the multiple-choice impact for our country’s place in the questions. This would allow teachers to digital and globalized world.

64 July-September 2019 Exploring Artificial Intelligence (AI)

Data Accumulation Smart Content AI Teachers

Using previous search queries, Artificial Smart content creation is already From algorithms that curate tutoring Intelligence in education can suggest introduced into the primary and lessons to surveillance systems that related content for the students. secondary school, college, and corporate monitor classroom progress, tens of For instance, if you are looking into environment. With the help of AI, the millions of Chinese students currently preposition part of English grammar, it textbooks could be split into small chunks rely on some sort of AI to help them learn, may suggest further readings on complete of digestible guides, which is easy to read MIT Tech reports, with three elements parts of speech as a whole, or other parts and understand. factoring into AI-powered education’s of speech like Noun, Adverb, and, etc. ability to thrive in China. For one, the The study guide includes flashcards, nation has made it a point to incentivize MCQs, fill in the blanks, pointers, true/ such efforts through tax breaks. Then Personalized Learning and false, chapter summary, and, so forth. For there’s the fact that education is already Intelligent Tutoring instance: Cram 101, Netexlearning, and, something of a competitive sport in China, etc. with students — and their parents — It is evident that the pace and needs willing to try anything that might increase for learning differ from one learner their test scores even slightly. to another. Accordingly, the learning Virtual Facilitator instructions and approach should vary Though virtual humans are not welcomed and optimized for individual benefits. in place of a human instructor, virtual Artificial Intelligence in education can instructors could be used in the adapt quickly to the individual needs educational and therapeutic environment. and deliver personalized learning It can think, act, and react to the students’ methodologies and activities driven by queries and act as an assistant for the the learners’ interest. And, it incorporates teacher. complex tasks readily and accelerates the learning task too.

The Watson Tutor, developed by IBM, is Learning Environment a technology which can do this. It helps Technological advancements which educators understand what to focus on seemed like something out of a far- with each student by engaging with the fetched sci-fi movie only a few years students and providing feedback in areas ago are already in existence. One such they need help with. The same individual advancement is augmented reality, feedback provided by the software can which when combined with AI, offers also be used to teach the teachers: for the possibility of a learning environment example, by closing gaps in general tailored to the needs of the student no coursework or finding new ways to matter where they are. improve student-teacher interaction.

Language Barriers Proctoring A key field in which AI is breaking down E-learning, the future of learning needs barriers is language. A free plugin already supporting technologies. AI-powered available for Microsoft Office Power Point, systems ensure the authenticity of the Presentation Translator, translates speech student to take the exam and prevent in real time for more than 60 languages, from cheating. It can be used for attending and lets you broadcast subtitles to competitive exams, school /college anyone. admission test, promotions, and, more.

www.qcin.org 65 National Accreditation Board for Certification Bodies

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

66 July-September 2019 QUALITY INDIA

NABCB Updates

Transfer of Accreditation NABCB participates in 5th Activities of NABET to Workshop on Capacity NABCB Building for inspection bodies organized by NABCB has secured international recognition for personnel certification in June 2019 PNGRB held on 17th July for its accreditation programme based on 2019 requirements of ISO/IEC 17024. Considering the same, Quality Council of India management PNGRB conducted its fifth Workshop on decided to transfer two activities being handled Capacity Building for their empanelled by another accreditation board, National Inspection Bodies on T4S and Pipeline IMS Accreditation Board for Education and Training Regulations on 17 July 2019. More than thirty (NABET) to NABCB. The two accreditation representatives from fifteen IBs participated in programme transferred from NABET to NABCB the Workshop. The meeting was inaugurated include: by Mr. S. Rath, Member, PNGRB Board who welcomed all the participants and urged all IBs • ISO/IEC 17024 accreditation to reaffirm their commitment of value addition programme for Personnel Certification through various audits carried out on behalf Bodies of regulator. Mr. Arvind Kumar, Senior Advisor, • ISO/IEC 17021-1 accreditation PNGRB apprised all IBs of the implications of programme together with 21001 for these regulatory audits. Mr. Ajay Sharma, Joint certification bodies Director, NABCB and Mr. C.M. Sharma, Assessor attended the Workshop. NABCB also made The purpose of this decision was to avoid a presentation on the NABCB Documents on duplication of accreditation activity under the Competence, Sub-sector categorisation and constituent Boards of QCI and the activities ERDMP Process already implemented. For could function in harmonized manner. the first time, selected Oil & Gas entities were invited by PNGRB for interaction. To allow smooth transition of activities, a meeting was held between officials of NABET, The feedback of participants was positive and NABCB and all certification bodies accredited they appreciated the enhanced quality levels by NABET on 4th Sept 2019. During the meeting of the audits. They also expressed interest in requirements of NABCB were explained and percolating down further in their domains. changes in procedure required for transition was informed. The certification bodies were given time till 30th September 2019 to provide their consent to transfer their accreditation with NABET to NABCB. 11 CABs have given consent for transfer of their accreditation from NABET to NABCB and the transition is in progress.

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objectives of the new Codex Strategic Plan being carried out by the joint working NABCB participated was discussed considering the review group (JWG36) between ISO TC 34/SC17 in 21st FAO/WHO of food safety system practiced in other and ISO CASCO. countries. Coordinating ISO/TC34/SC17 has agreed to revise ISO/ Committee for the TS 22003:2013 and to publish it as an international standard. Asian (CCASIA) NABCB participated region held in India in in 5th Meeting of ISO/ September 2019 CASCO-TC 34 SC 17 NABCB Conducted JWG 36 from 19th -20th Consultant Meet on Ms. Vani Bhambri Arora, Deputy Director, NABCB participated in FAO/WHO September held in 27th September 2019 Coordinating Committee for the Asian Canada in New Delhi region (CCASIA) meeting. Delegates from 18 member countries participated in this Ms. Vani Bhambri Arora, Deputy Director, NABCB consultant meeting was held training in Goa during 23 to 27 September. NABCB attended the 5th Meeting of ISO/ on 27th September 2019 in New Delhi The meeting was inaugurated by Ms. Rita CASCO- TC 34 SC 17 JWG 36 on revision of at Hotel Hans. The programme was a Teaotia, Chairperson FSSAI, who stressed ISO 22003- Requirements for certification half-day event which was attended by 65 on the importance of Primary Production bodies providing audit and certification of consultants. The agenda of the meeting in her key note address. The meeting had food safety management system held in was to create an awareness about the participation of delegates from Bhutan, Canada. This international standard (ISO NABCB process and programme among Sri Lanka, Japan, Thailand, Singapore and 22003) will be developed in two parts, the consultants. The purpose was to allow other Asian countries. providing common elements for food them to reach the industry and explain them the benefits of NABCB accreditation The meeting had discussions on common safety certification: and its international linkage. With the concerns related to food safety in the above concept in mind, NABCB made region and debated on ways to deal with • ISO 22003-1:20xx supplemental presentations related to its process and development of food safety standards. to ISO/IEC 17021-1:2015 schemes; International equivalence and The participants in the meeting also • ISO 22003-2:20xx supplemental the unauthentic practices which were discussed on ways to be adopted to to ISO/IEC 17065:2012 being practiced in market. Presentations ensure the standards that advance in the were made by representatives of different Codex system are relevant. A regional ISO 22003-1 corresponds to the revision of consultant organisations. workplan to respond to the goals and ISO TS 22003:2013 and is work in progress

68 July-September 2019 National Accreditation Board for Certification Bodies

The purpose of the meetings was echoed Services, NABCB organizes Consumer in the speeches of Senior Officials of Awareness Programmes in partnership NABCB launches QCI and NABCB. Mr. Shyam Sunder with Consumer Coordination Council Accreditation Software Bang, Chairman, NABCB, in his speech (CCC). NABCB conducted one such stressed that there was a need to raise programme in coordination with CCC and NABCB launched its accreditation the confidence of Indian Products and World Commission on Protected Areas software for all users on 1st Sept 2019. The Services in Indian and International (WCPA), Madurai on 29th August 2019. launch of new software will support an market. With the above purpose NABCB The sessions for the programme were online platform development and would conceived the concept to educate taken by Ms Rajalakshmi Subramanyam, help in completing the entire process of the Consultants about our processes Lead Assessor and Dr Aparna Dhawan, Jt accreditation in an e-based approach. to improve the Quality ecosystem by Director NABCB. The participants were The software launch would support reaching to industry. Dr. R P Singh, informed about Voluntary Standards in reducing the total turnaround time Secretary General, QCI informed the and Regulations, Role of accreditation, for grant of accreditation and process participants that industry needs a Product and Systems Certification and will be more transparent. The access to medium to rely on quality of services Complaint handling. The programme was the software is through the link http:// and products and Accreditation to attended by over 100 participants. The nabcbportal.qci.org.in. NABCB has also National Body is a means to achieve the programme received good response and arranged webex trainings related to same. He informed that the meeting more programme are planned in future. software for assessors and Conformity was designed to support industry in the assessment bodies on 25th September area of conformity assessment through 2019. Consultants. Mr. Rajesh Maheshwari, CEO, NABCB highlighted the importance of consultants in quality ecosystem since they are directly engaged with the clients and understand their needs and can explain the need for Accreditation to them. Mr. M Jena, Director, NABCB also explained NABCB processes and urged consultants to take the quality movement forward.

The half-day programme had talks delivered by NABCB officers Mr. Ajay Sharma, Ms Vani Bhambari Arora, Ms Poonam Gupta. The meeting had a series of good interactions during Open House interaction and was concluded on a positive note. NABCB plans to organize such programmes in other parts of the country as well.

Consumer Awareness Program

In order to educate consumers and consumer organizations in small cities about Quality of Products and

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India going digital and Ashutosh Kumar Vipin Pant Unified Junior Analyst,NBQP Accreditation Officer, Payments NABET Interface – Current Scenario

With a population of over 1.25 bn and with GDP of USD $ 2.6 trillion, India now represents one of the largest market opportunities for payments. Economy of this size is predominantly cash driven. Currency in circulation in India is 12% compared to that of Brazil (3.93%), Mexico (5.32%) and China (8.8%).

70 July-September 2019 QUALITY INDIA

01 04 The growth of India Going Digital Emergence of digital payments is NextGen Payment driven by 4 trends: • India currently ranks number 2 in Service Provider the world with over 1 bn mobile subscription. Of this, 240 mn are smartphone users (expected to • Government led (BHIM) India Going increase to over 520 mn by 2020) • Bank led ( E wallets and UPI)

Digital • With increased 3G & 4G penetration, • Telco led ( Phone Pe) even in the remotest parts of the • After UPI’s launch in Dec ‘16 with 31 country internet enabled devices banks, the count has now reached Favorable are expected around 90% by 2020 to 102. ( That’s 229 % in 2 years! Amazing?) Regulatory • Over the last few years, digital Environment transactions have shown steady • UPI uses have surpassed m- wallets growth of 50% Y-o-Y, followed by (Volume wise) ATM 15% • Total UPI-BASED transactions have Enhanced grown exponentially to 706 bn. It Customer 02 was 300 bn till last year Sept. Experience Favorable Regulatory • Paytm has switched 50% of its Environment merchants (4mn) to UPI platform • Customer trust, customer service, and overall user experience plays Emergence of • KYC Relaxation for small an important role here. BHIM has NextGen Payment transactions largest share -40% in Jun ‘17. Then Service Provider • UID (Aadhar) making biometric and Phone Pe was a market leader with authentication easy 40% (Vol) in July ‘18. Now Paytm is the market leader with 37% (Vol) • Demonetization and promotion to cashless economy • Most recently, UPI 2.0 has been launched allowing Overdraft facility, One time mandate, Invoice in inbox, 03 and Signed intent and QR Enhanced Customer Experience

• Online shopping wave • Door-to Door services • Attracting customers through offers Data Source- BCG's report on and discounts Financial Services '20

www.qcin.org 71 QUALITY INDIA India going digital and Unified Payments Interface – Current Scenario

Exhibit 1.2: UPI Vs Cards Vs m-Wallets (Vol)

By making transfers from bank account to bank account easier via mobile through the Unified Payment Interface (UPI), we are on the verge of solving the last mile problem. - Raghuram Rajan (Former Governor, RBI)

Why UPI is better?

EXSISTING METHODS-Traditional modes include:

NEFT (National Electronic Funds Immediate Payment Service (IMPS) is a Credit & Debit Cards- Widely used. Need Transfer) is the most common way mobile payment program which enables to use PIN, CVV, Card no etc. of transferring funds till date. Can be the customers to transfer funds from their used only in those banks which are smartphones. For an IMPS transaction, E- wallets – Relatively new to the space. NEFT-enabled. Also details such as bank the same details as NEFT is required but Wallet transfers within the same wallet are holder’s name, account number, and IFSC the payment is made instantly. instantaneous, but beyond paying a friend code is required. for coffee, the utility of such transfers is minimal.

Fig: UPI High Level Architecture

72 July-September 2019 India going digital and Unified Payments Interface – Current Scenario

Transaction (Value Transfer): The The Problem wrapper- This is where the beauty and Key Insight simplicity of UPI comes to fruition. By standardizing every step of the • Convenience is as important as Here are the shortcomings of payments process, UPI enables the use offers in driving adoption current money transfer system of any existing payments rail to facilitate • Lack of awareness, complexity and transactions Security at Infrastructure level: Its lack of value proposition are big main concern in each step of transaction. barrier Placing the burden of two-factor • Security, identity theft and fraud are authentication on banks leads to reliance Why It’s Better not big barriers on insecure communication channels and • Food, Entertainment and a non-standard authentication process E-commerce industry can leverage across different institutions • Faster- Immediate transfer digital footprint to understand user • Anytime – 24*7 money transfer Interoperability: Arguably the biggest behavior and offer best deals to drawback of the multitude of perfectly • Interoperability- P2P & M2P transfer increase consumer spending and functional payments systems irrespective of Bank experience • Cheapest – INR 0.50 per transaction • Less userbase is still a problem API-functionality: A third-party ecosystem that seamlessly integrates with • Security- Minimum personal • Building robust and user friendly existing payment rails information sharing application is very critical to help • Quick registration them adopt Ease of Use: Has many friction points • Non metro consumers are not far such as trust barriers to share bank • Ease of operation behind metro consumers account details, Queue to swipe cards at • Notification & alerts PoS (Point of Sale), etc. • Overdraft facility The Making of UPI 3.0 Data Source: NPCI UPI- The Solution UPI needs to offer following feature for The Opinion Slide wider adoptability -- Here is how this works in • Simplicity practice Survey • Universality • Speed Sender Authentication: Standardization of digital identity through 2 factor Digital payments in India is not limited to • Ease of registration & onboarding urban and affluent phenomenon. Trends authentication - i) App password & ii) • Least expensive Aadhar biometric / 4-6 digit PIN show that future adoption will be driven by the next set of low income users, • Tax management opportunity Receiver Identification: Simplification who wishes for convenience and proper • Expenses management of recipient information through – i) guidance. • Convenience Global identifiers (Aadhaar number and/ or mobile number) & ii) Virtual Payment We cite a survey conducted by Nielsen • Customizable to analyze the needs and future of UPI. Addresses (or VPA) • Security The survey spanned 9 cities (metros and Authorization: A two-way street - The non metros) and covered appx. 2500 • Data authorization process takes place once consumers (C) and 920 merchants (M), • Quick resolution to customer the sender authenticates his identity and aware of digital payments. problems – Customer is the GOD! authorizes the transaction on his/her end

www.qcin.org 73 QUALITY INDIA India going digital and Unified Payments Interface – Current Scenario

Ques: Reason why you started using Digital Payment? One Click Offers Pay anytime Easy to track Convenience No Hassle of changes Payment anywhere expenses Metro 66 48 62 48 43 50 Non Metro 51 57 38 32 31 21

Ques: No. of times you use digital Ques : Problem faced during using Digital Payment % payment per month? Need to remember multiple passwords & usernames 47 Metro Non Metro All Not everyone accept this payment 44 Freq. 7.5 8.2 7.7 Possibility for technical/human mistakes 43 Not enough Balance 42 Ques: List of Payment made during Month? % Likelihood of fraud 29 Food & Entertainment 73 Hidden charges 10 Organised retail 71 E-Commerce 66 Ques: Reason for not accepting digital payment instrument Utility Bills 61 (in %) Professional Services 52 Technical Issue 48 Travel & Transport 49 Not enough customer pull 67 Unorganised retail 48 No Clear benefit over other payment method 87 Proclivity towards cash 78 Lack of clarity 77

transaction data can be analyzed numerous loyalty offers such as The Future of UPI- on various dimensions (transaction/ airport lounge, reward points etc. More Secure, More visit, ZIP etc.) to forecast customer’s next transaction to give lucrative • IoT (Internet of Things): For Convenient, More offers and run highly targeted automation and connectivity of marketing campaign gadgets. For Eg -- Consumer could Services – For All... use IoT to see Electricity uses through • UPI for merchants: Charging more UPI app to pay bill instantly from users can only help in decrease After thorough study of in numbers. It’s better to charge from present and past of UPI, merchants. Currently, common app is All About Technology following features in UPI 3.0 for customers as well as merchants would be a breakthrough! • Credit rating for micro- loans: • Near Field Communication Based on transaction history of Technology: Customers can just user, UPI based companies can flash the mobile app with the QR All About Data standardize credit score through AI of code at the Point of Sale. And bill can every user and offer micro credits be paid through UPI • Data for better consumer • Premium UPI: To target credit and • USSD (Unstructured experience: The large volume of debit card users. UPI should offer Supplementary Service Data): To

74 July-September 2019 India going digital and Unified Payments Interface – Current Scenario

target the segment where internet • Financial statements: Help SMEs penetration is low & and mobile data All About Business in local accounting and creating is expensive for them. SMS-based UPI financial statements to onboard transaction would be key in financial • Work on cost – benefit equilibrium: them inclusion. (BHIM’s USSD failed due to Banks & financial institutions may robustness) not support UPI in the long run as • Government push: Government benefits per transaction is very less. services including RTI, toll tax, • ATM withdrawal through UPI: For At the same time it is cannibalizing Municipality taxes, subsidy transfers, cardless withdrawals at ATM their Card users, where they earn traffic fines etc. could be on UPI (In more line with FASTag). This will help in • Audio QR: Authentication through decreasing corruption at local level inaudible frequency signals so that • Wallets and UPI Merger: Wallets the need to enter password/PIN is such as Paytm is now focusing eliminated. (Google is working on it, on UPI. They have shifted 4Mn but still to scale). Would be helpful to merchants to UPI platform. Wallets illiterate users and UPI have cannibalizing effect on each other • Biometric Authentication: To ensure that only primary user is able • Merchant’s Rating: Customers to do transactions should be allowed to rate everyone they pay to help next user

Note – Tech giant Google as well Facebook has acquired license for UPI. The future of payments is interesting! Source : TOI

www.qcin.org 75 National Board for Quality Promotion

@QualityCouncilofIndia @QualityCouncil qualitycouncilofindia

76 July-September 2019 QUALITY INDIA

NBQP Updates

1-Day Awareness Workshop on About the program: It was an in-house program conducted by NBQP- QCI with Bhiwadi Manufacturers ‘KAIZEN and Standard Work’ Association, Bhiwadi, Rajasthan as a venue partner. The participants of this program were primarily the members Date: 19th August 2019 of BMA along with some industrial representatives in and Venue: Hotel Amar Vilas, Bhopal, Madhya Pradesh around the regions of Bhiwadi. The participants were About the program: The objective of this program exposed about the concepts and components of Industry was to familiarize the participants with quality tools 4.0, specifically Internet of Things. They were also briefed of KAIZEN such as LEAN, 5S and MUDA, MURA & MURI. about the evolution from I2.0 to 3.0 and eventually to Apart from these, they were also explained the concepts I4.0. It also showcased implementation of I4.0 in the of ‘The Toyota Way’, Value of Time and Standard Work. manufacturing sector and its cost implications. The definitions of KAIZEN focussed on leadership and continuous self-development with a comparison study on KAIZEN and KAIKAKU. It involved various exercises during 3-Day In-house program on Quality the workshop wherein the participants were told about (ISO 9001), Environment (ISO 14001) adapting right methodology to seek desired results in any and Occupational Health & Safety given circumstances. It was a successful workshop which (ISO 45001) Management Systems concluded with distribution of participation certificates to the attendees and getting their valuable feedback. Date: 26th-28th August 2019 Venue: Central Warehousing Corporation, New Delhi

Webinar on ‘Quality: Emerging About the program: The program was conducted by QCI Challenges’ as per the request received from Central Warehousing Corporation. The program was focussed on Quality, Date: 23rd August 2019 Environment, Health & Safety requirements. Participants were made aware about all the clauses of the Quality About the program: Implementing and maintaining Management Systems ISO 9001:2015, Environment a Quality Management System (QMS) can be quite a Management Systems ISO 14001:2015 and Occupational challenge. It’s not always easy to find the information, Health & Safety Management Systems ISO 45001:2018 method, person or time to implement the QMS that standard, their need & their importance. Risk Identification best suits your needs. NBQP, in association with eQuest, & Assessment being the important areas introduced in the hosted a webinar which intended to convert challenges latest version of the standard was also discussed. into opportunities by understanding the new challenges emerging due to fast-pace change in the business scenarios. The webinar was wrapped up by opening the 1-Day program on STEPS (Scientific floor for questions in the Q&A session. Tools for Effective Problem Solving)

28th August 2019 1-Day Awareness Workshop on Date: Venue: Okhla Phase 3, New Delhi ‘Industry 4.0 & Internet of Things’ About the program: Organized problem-solving methods Date: 26th August 2019 utilize a variety of quality tools for problem analysis. STEPS Venue: BMA House, Bhiwadi- Rajasthan are proven scientific management tools, which are basic and easy to understand. Different from traditional method

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of teaching the tools, this 1-Day program LED Lighting, etc. The Mission also helped Program on “Importance was organised by NBQP which focussed in bridging the gap between classroom on building skill for interpreting the theoretical training and practical of Energy Management results and solving problems rationally, learning in a real-life environment. The System ISO 50001:2018” scientifically and effectively. agenda included exposure to Electronic for value chain Manufacturing Services (EMS) like PCB design, Printed Circuit Board Fabrication Date: 18th September 2019 Webinar on ‘Industry 4.0 (PCBF), Pen drive manufacturing etc. with Venue: Visakhapatnam, Andhra Pradesh & IoT- The convergence focus on automation and digitalization. About the program: The program was of information and conducted by NBQP At NTPC Simhadri operational technology’ 3-Day In-house program for their contractors, sub-contractors & on Quality (ISO 9001), their supervisors. The objective of this Date: 29th August 2019 program was to familiarize them with Environment (ISO 14001) the requirements of Energy Management About the program: NBQP, in association and Occupational Health Systems ISO 50001:2018 & its importance. with MixORG, hosted a webinar on They were explained the measures that Industry 4.0 and IoT. Internet of Things & Safety (ISO 45001) can be taken by them to ensure effective (IoT) no more needs any introduction. This Management Systems implementation of Energy Management webinar focussed on how one can use IoT Systems within the Unit. to solve long-standing industry-specific Date: 16th-18th September 2019 challenges. Quickly develop IoT solutions Venue: Central Warehousing Corporation, New Delhi that connect things, collect data, and 3-Day Lean Six Sigma derive insights, with this webinar. In About the program: The program was addition to this, it also provided a suitable Yellow Belt Training conducted by QCI as per the request model for digitalization and navigate Program received from Central Warehousing the options for innovation in the age Corporation. The program was focussed of the Internet of Things and explored Date: 18th-20th September 2019 on Quality, Environment, Health & opportunities to scalable solutions so Venue: ITPI Building, New Delhi Safety requirements. Participants were that one could reduce costs, improve made aware about all the clauses of About the program: Six Sigma productivity, and increase revenue. the Quality Management Systems ISO Yellow Belt training program allows 9001:2015, Environment Management employees to possess a more profound Learning Mission Systems ISO 14001:2015 and Occupational understanding of process improvement Health & Safety Management Systems via process management introduction. on Manufacturing ISO 45001:2018 standard, their need & Participants also become familiar with Excellence their importance. Risk Identification & the fundamental tools associated with Six Assessment, being the important area Sigma. The goal of the Yellow Belt training Date: 30th August 2019 introduced in the latest version of the was to give participants the necessary Venue: Noida, Uttar Pradesh standard was also discussed. tools required in order to become a valuable player within a company’s About the program: Learning Mission on larger goals and objectives. This specific Manufacturing Excellence was organized training provided the comprehension of at Sahasra Electronics Ltd., Noida, U.P. the fundamental methodologies utilized The objective of Learning Mission was to for Six Sigma. The Six Sigma Yellow provide an insight into the best practices/ Belt training course covered a few of management concepts adopted in the basic improvement procedures and the Manufacturing industry like value their necessary metrics. Yellow belt can engineering, system assembly, Electronic become a team member for an individual Manufacturing Services (EMS), PCB design, project or multiple projects. Printed Circuit Board Fabrication (PCBF),

78 July-September 2019 New Initiatative Learning Mission On Manufacturing Excellence At Sahasra Electronics, Noida

At NBQP we put a lot of emphasis on holistic learning. We believe learning should not be restricted to four walls. To bring the immersive learning within the participants, people at NBQP planned an industrial visit as a part of their new initiative. The aim of these industrial visits is “Education – Exposure – Experience.”

The objective of these industrial visits is to provide everyone with an insight into the manufacturing world. It provides an opportunity to understand and develop the practical real-world perspective on Plant Visit. 30th August 2019 different functions in organization which includes Design and Development, Manufacturing Planning and Control, Supply Chain Management, Logistics etc.

Here are some of the learnings of Sahasra Electronics Industrial Visit through Learning Mission On Manufacturing Excellence Program:

• The visit brought clarity to important management concepts and also provided the first-hand knowledge of how these concepts are put into action • It bridged the gap between theoretical understanding of a factory operation and the real world of a factory • It provided an opportunity related to manufacturing operations • The visit also gave a platform to enhance our interpersonal skills • We also got to see the best practices opted by an Electronics Industry wherein understanding of their work process and how various industrial operations are executed • The visit also helped us in developing our critical thinking

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BENEFITS FROM THE VISIT

Informing the leadership team about various schemes of QCI/NBQP

Building a permanent relationship between the company visited & QCI/NBQP

Helped in identifying industrial partner for promotional activities of QCI/NBQP

An opportunity to interact with the managers & operators at various levels

An opportunity of networking within the participants

80 July-September 2019 Members Write

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>>

Prashant Sharma

Designated Partner, CEO, Six Credere®GlobalServices LLP Sigma Methodology

A set of methods and tools for process improvement Define Define the process and the problem

Control Measure Maintain the Measure the current improved process performance

Improve Determine and implement Analyse improvement actions Analyse the process for issues and root causes

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The Six Sigma method focuses on through understanding the underlying An overview of the Six understanding customers' requirements processes, and reducing or eliminating Sigma methodology better and eliminating defects and defects and waste. waste. These objectives are achieved Six Sigma and Other Quality Initiatives: The term Six Sigma was originally used by through profound knowledge of statistics, The Six Sigma management method Motorola in the early 1980s to describe the engineering and project management, is more comprehensive than prior overall management approach. The Six as well as the underlying processes and process improvement initiatives such Sigma method has since been successfully systems. as Total Quality Management (TQM) and used by several other organizations Objective here is to improve the Continuous Quality Improvement (CQI). including General Electric, Boeing, and organization's products, services and The Six Sigma management method many others. It is rapidly becoming a processes across various disciplines, includes measured financial results, uses major force driving the strategy of many including production, marketing, finance, additional, more advanced data analysis leading organizations. and administration. tools, and uses project management Sigma is a statistical unit of measure methodology and tools. The benefits of Six Sigma include better which reflects process capability. The understanding of changing customer TQM and CQI and their basic quality sigma scale of measure is perfectly requirements, behavior, improvement of control tools were appropriate in the correlated to such characteristics as quality and delivery, reduction of waste, 1980s and early 1990s. As implemented, defects-per-unit, parts-per-million reduction of cost, development of robust these initiatives aimed at what was defective, and the probability of a failure/ products and processes, continuous often referred to as the “low hanging error. improvement, and prepare themselves to fruit.” Many organizations had such For a business or manufacturing process, adapt successfully to a rapidly changing improvement opportunities. The the sigma capability (z-value) is a metric business environment. problems that were originally targeted that indicates how well that process had occurred as a result of historical The main elements of effective is performing -- The higher the sigma developments in these organizations. selection and management of Six Sigma capability, the better. Sigma capability Certain activities were performed in these projects are aimed at business systems measures the capability of the process organizations for specific reasons, and improvement. It clarifies the roles of to perform defect-free work. A defect continued to be performed well after various participants in achieving the is anything that results in customer their value diminished or disappeared bottom-line financial and technical dissatisfaction. completely. To improve these processes objectives of each Six Sigma project, and and eliminate these non value-added The old belief of using increased levels of the importance of evaluating the success activities, TQM (or CQI) aimed primarily inspection and testing to prevent defects of these projects. at empowering individuals and teams and reduce scrap and rework said that to discuss these issues within their own increasing appraisal and prevention costs area or across organizational boundaries. tend to outweigh quality costs as we strive Six Sigma Method The tools of TQM (or CQI) were heavily to improve quality. Thus, one can find a oriented toward brainstorming, stationary break-even point. The Six Sigma management communications and simple data analysis. However, when you improve your method philosophy focuses on better understanding of customer requirements, process capabilities and therefore the However, by the mid1990s, most improving business systems throughout sigma capability of your company, the organizations that adopted TQM (or the organization, and enhancing the break-even point moves. Appraisal and CQI) ran out of “low hanging fruit.” organization's financial performance. prevention are needed less and less as we The problems that needed to be It is used to improve the organization's assume a higher level of quality. tackled next, did not lend themselves products, services and processes across easily to simple data analysis, and Therefore, you can get more quality at various disciplines, including production, required more investment in resources lower costs if you improve the process product development, marketing, sales, and time than what was viewed as capabilities of your company. finance, and administration. It is achieved appropriate involvement in TQM (or

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CQI) process improvement activities. distribution. This distribution was found deviations (three sigma) below the mean, Significant business results were no to apply to many physical and process the distance between UCL and LCL is six longer achievable through TQM (or characteristics. It is often used as an standard deviations. When the process is CQI) initiatives, and organizational underlying assumption for measurements in statistical control, the process is said commitment to these initiatives came to on many processes. to be stable, predictable, consistent, or an end. in control. In this case, approximately The Normal Distribution indicates that a 99.7% of the plotted points will be within In the meantime, the Six Sigma process has many observations around its the control limits. The remaining 0.3% (or management method continued to grow mean (average) and fewer observations as 0.003, or 3 per thousand) of the plotted and thrive, from its initial development we get further and further away from the points will be outside the control limits: by Motorola in the mid 1980s, to its mean. It indicates that about 68% of the 0.15% above the UCL and 0.15% below widely advertised adoption by GE in observations in a process would be within the LCL. 1992, to its adoption by many other one standard deviation (one sigma) in powerful organizations since that time. each direction from the mean, about 95% The quality control chart allows The Six Sigma method appeared to of the observations in a process would be differentiation between common cause be the next logical step, since it cured within two standard deviation (two sigma) variation and special cause variation. the deficiencies of TQM (or CQI) by in each direction from the mean, about including measurements of financial 99.7% of the observations in a process Common Cause variation is caused results, using additional, more advanced would be within three standard deviation by the total system, including data analysis tools, and using project (three sigma) in each direction from the planning, design, equipment selection, selection, evaluation, and relevant project mean (Figure 1). maintenance, personnel selection, management methodology and tools. training, etc. It can be referred to as system, random, or normal variation. The clearly measured financial results Since management designs the system ensured sustained commitment to the and has the authority to change it, initiative by senior executives. Application management is generally considered of advanced data analysis tools, such as to be responsible for system variation. quality function deployment (QFD), design Common cause variation is indicated of experiments (DOE), failure mode and when all plotted points fall within the Figure 1 effect analysis (FMEA), regression analysis, control limits, with no trends, runs, cycles, in addition to the basic analysis tools or special patterns. of TQM (or CQI), focused on customer Quality control charts, developed by concerns and ensured problems were Dr. W. A. Shewhart, provide a view of the Special Cause variation is caused by properly analyzed. The Six Sigma project- process characteristic of interest over causes outside the system, including driven organizational structure and the time. Observations, or sample means human error, accidents, equipment use of appropriate project selection, are plotted on the chart. The Centerline breakdown, etc. It can be referred to as evaluation and project management (CL) of the chart is the mean of the data, assignable variation. Since this variation tools, ensured that Six Sigma projects the Upper Control Limit (UCL) is set indicates a condition different than the reached their objectives effectively. three standard deviations above the way the system or process operates mean, and the Lower Control Limit (LCL) normally, it is generally considered to be As such, we can summarize the Six Sigma is set three standard deviations below the responsibility of the individual worker. management method as follows: the mean. These values are calculated Special cause variation is indicated when from observations on the process itself. a plotted point, or points, fall outside Six Sigma = TQM (or CQI) + Stronger Therefore, the quality control chart the control limits, or when all plotted Customer Focus + Additional Data represents the voice of the process (Figure points fall within the control limits but Analysis Tools + Financial Results 2). have trends, runs, cycles, and/or special patterns. Theoretical Basis of Six Sigma Since the UCL is set three standard Dr. W. Edwards Deming (1900–1993) The German mathematician Carl Friedrich deviations (three sigma) above the developed the management theory based Gauss (1777–1855) developed the normal mean, and the LCL is set three standard

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Figure 2 on continuous quality improvement, 4.5 standard deviations (4.5 sigma) popularized the use of Statistical Quality between the process mean and the Six Sigma Project Control methods and had a great deal of closest Specifications Limit. This results Methodology impact on Japanese and American Quality in a maximum of 3.4 defective parts per and competitive position. The Deming million. Further, practice convention The generally accepted methodology Medal, given out annually by the Deming indicates that the maximum is 3.4 defects for managing Six Sigma projects Prize Committee of the Japanese Union of per million opportunities (DPMO). This includes the following phases: Scientists and Engineers (JUSE), continues provides less stringent requirement, since to be the highest honor in quality in the same part (or component, or item) Define: Identify product/process Japan. may have multiple defect opportunities. performance and reliability CTQs and set Thus, six sigma is achieved when the quality goals Dr. Genichi Taguchi developed the Loss process generates no more than 3.4 Measure: Perform CTQ flow down Function, emphasizing the importance defects per million opportunities. This to subsystems and components and of having process output as close to the is still a very heroic target for many Measurement system analysis/capability target (or nominal dimension) desired organizations, processes and projects. by the customer. He further stressed the Analyze: Collected data are analyzed to importance of reduction in variation, Six Sigma Projects: The Six Sigma find the root cause(s) of the problem. and popularized the use of experimental method adopted the idea of project- design in manufacturing processes. driven business system improvement. Improve: Solution(s) to the problem are A Six Sigma project is targeted to have developed and implemented. Process capability studies combine the a duration of three to six months. If a voice of the process with the voice of the business system improvement project Control: The implemented solution(s) customer, engineer, designer or manager. exceeds these targets, it would be broken are evaluated and the mechanisms are Widely used measures of process down to smaller projects to fit these implemented to hold the gains, which capability include the Process Capability criteria. may include standardization.

Index (Cp) and the Capability Index with This methodology has often been Correction (k) for non-centrality (Cpk) Six Sigma projects are elected carefully and evaluated rigorously to ensure that referred to by its initials: DMAIC. Some If the Upper Specifications Limit and they achieve their financial objectives. are suggesting an additional initial phase the Lower Specifications Limit were six that might be called Recognize. This standard deviations (six sigma) each away Six Sigma Project Management would occur before the Define phase, and from the mean, then pure six sigma would Tools include project identification is intended to ensure that appropriate be achieved with a theoretical maximum and selection methods, basic team opportunities and problems are properly of 2 defective parts per billion. development approaches, basic project recognized. planning and control tools, and post Six sigma practice convention is based project evaluation methods. on allowing the mean to move ±1.5 standard deviations (1.5 sigma), leaving

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Quality of >> Pranab Kumar Sarma Tea and Researcher Economy

Improvement in tea quality is the need of the hour to satisfy all sectors of its economy

Indian Tea Industry occupies an important There are various sectors of economy in position as an Agro-based Industry. It the Tea Industry. They are: shareholders, employs a large number of people, mostly executives, staff and labourers, small tea from the non-elite section of the society. growers, contractors, suppliers, dealers, retailers, and tea brokers, customers and India exported about 256.57 million the Government. Everyone has their own kilograms of Tea in 2017-18, while foreign expectations from this Industry. Out of exchange realization was about $785.92 the above sectors of economy, labourer million (https://economictimes.com) is an important sector and they expect

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more wages and benefits to meet improving land productivity and quality arrival at the factory. An instrument is their requirements and to enjoy the of Tea. required to check the pesticide residue modern facilities. On the other hand, the of green leaves instantly but this kind of shareholders want to have more profit to Nowadays, the developed countries are instrument is not available at present. get better dividend at the end of the year. very conscious about the health of their Since technology is available at IIT citizens and they only allow to consume Guwahati, cooperation from Central and To reach a favourable position to provide food products which have zero pesticide State Government is necessary to develop higher wages to workers and higher residue or with the limit acceptable an instrument urgently as it requires fund. dividend to the shareholders, the Tea to that country. Indiscriminate use of Companies have to make very good profit. pesticide by a section of tea gardens and Plant Protection Code also advises to As far as Tea Industry is concerned, 26 small tea growers invited a problem to pluck 7-days-old leaf for CTC Tea and Acts and Rules framed thereunder are the Tea Industry while exporting their Tea 4/5-days-old leaf for Orthodox and applicable to provide various facilities to to the developed countries. To control Green Tea. It also advises clearly how to the labourers. Out of which Plantation the situation, the Tea Board of India pluck the bushes to reduce the attack Labour Act 1951 and Factories Act 1948 developed a PLANT PROTECTION CODE of some pests and diseases, thereby to regulate the working and living conditions through the contributions of Tocklai Tea reduce the chemical load on the bushes. of Tea garden labourers. Provident Fund, Research Institute, Tea Research Institute Hand plucking is the best way to pluck Pension Fund and Link Insurance Scheme of UPASI, Tea Research Directorate of quality Tea leaf but nowadays it is seen provide retirement benefits. Tea Board of India, Scientists of HUL and that there is shortage of pluckers during TGBL, Member of Trustea Advisory and Sali paddy transplanting time in June/ Similarly, the other sectors of the Technical Committee, which is of very July and festive season in October. economy are also not happy when they do high standard. The code encourages tea Therefore, in many gardens as well as for not receive expected salary, commission garden owners and growers to critically the plantations of small Tea growers it is etc. The Government also wants to earn review their plant protection formulation, not possible to pluck tea leaves in time by way of Taxes and Revenue and the last which are to be used at proper time and later overgrown leaves are plucked but not the least the consumers want with proper dose. It also guides how to which does not produce desired quality of good quality tea, pesticide residue free, at handle the Tea Protection Formulations. marketable Tea. To attract the education reasonable price. It gives detail technology right from land section of garden boys and girls, a clearing, planting to harvesting and plucking machine is required which can The picture depicted above suggests includes various cultural operations and sensor and pluck leaf as per requirement prevalence of some weak links and other measures to be taken to protect of the factory to produce quality tea. This requires correction immediately. In short, the tea plants from pests and diseases. will improve plucking productivity and unless the Tea garden improves their This type of plant protection code for earnings of the puckers. The technology to Land and Labour productivity along a particular plant is very rare. The best develop this kind of machine is available with quality of tea, it is not possible to part of this code is that it speaks very at IIT Guwahati and interest from the improve the economic condition of the specifically about the Dos and Don’ts Government authorities is required as it Tea Gardens. in Tea Pest Management. This code is involves requirement of fund. It is a matter of pride for everyone that based on Codex Alimentarius, which is By manufacturing quality pesticide Tea Industry established a research a set of international food standard and residue free tea, it will be possible to Institute named as Tocklai Experimental guidelines. By following the guidelines retain all parameters of a health drink Station in 1911 at Jorhat (run by Tea of the plant protection code, it will be and earn more name and fame in the Research Association) and later renamed possible for any Tea garden to produce international market to sell Indian Tea as Tocklai Tea Research Institute. zero or acceptable limit pesticide residue Tea acceptable for export or to sell at at remunerative price. It will satisfy all Tocklai Experimental Station improved remunerative price. sectors of economy associated with the various cultural operations and Tea Industry. manufacturing processes through The main problem faced by Assam Tea their research work and guided the Tea Industry is to identify pesticide residue Industry. The Tea Industry is growing by of green leaves at the field level or on

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Chitkara International: >> A Quality Dr. Niyati Chitkara Principal, Chitkara Conscious International School school

Quality, although a considerably disparately by different institutions, has been firmly backed as well as subjective concept, almost invariably stands as an inveterate dream – a acknowledged by NABET. The board has stands for the measure of excellence. It is dream that has been contemplated and truly made ‘quality’, the chief concern a way of life that empowers one to take an envisioned by its founding team with an of Indian educational institutions, and unadulterated pride in one’s work. Quality earnest hope of imparting supreme skill thereby, revolutionised the education and is not defined by mere organisational education. training sector of the nation. procedures but by the general inimitable attitude of the head, management and Fifteen years later, the school continues Research and innovation is the fulcrum staff of an organisation (school, office, to relentlessly pursue this goal through of a ‘Qualitatively Progressive School’ – a etc). Thus, for Chitkara International its various offices. Chitkara’s endeavour nomenclature that each school aspires School (CIS), quality, which is perceived to ensure ‘Persistent Quality Enrichment’ to attain. It stands for an educational

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institution that essentially fosters persistently taken to uphold its vision • A system of notification alert has proactive attitude towards work. It infixes and mission been established to ensure prompt the process of in-depth research as a emendation of deviations general norm. In line with the objectives • The mission of the ‘Quality of the ‘National Quality Campaign’ so Campaign’ is being efficaciously led • Calendars, Audit Calendars and admirably initiated and helmed by NABET by the school as measurable quality Deviation Calendars have been and QCI, each school must unmistakably objectives are statistically analysed suitably formed to match compliance instill scientific temper and attitude to immediately rectify the deviations, to quality among its staff as well as students, who if any • Quality works and processes shall then carry an unconventional yet • Quality evangelists, working closely are continuously propagated promising approach towards problem- and concomitantly with NABET and and promoted amongst all the solving. Playing the key role of a catalyst, CIS, have contributed immensely stakeholders through social media NABET has truly accelerated the process in bridging and consolidating campaigns and otherwise with of quality upgrade in India’s educational the quality objectives of the two an aim of disseminating vital & training institutions, for it has created institutions information pertaining to QCI’s vision a mechanism that rightly acknowledges upheld by NABET i.e. ‘Creating an and rewards skill education. Such • Orientation sessions and workshops ecosystem for Quality’ recognition acts as the basic foundation of on ‘Quality consciousness and a progressive community that capacitates its significance thereof’ are being • Audit reports and feedbacks are youth with global and employable customarily held to ensure excellence created for future course of action to skills. It creates an ecosystem wherein in the operations of various offices. work on the deficiencies of a process the students shall gain various skills Keeping a proactive approach, and thereafter, devise suitable plan required for creating a well-planned task these sessions are held before to ensure flawlessness proposal with objectives, hypotheses, implementation of a novel concept investigations and mechanisms. Quality, CIS thus propagates the idea of quality, therefore, has no end point and no • In compliance with the policies time and again among its faculty and starting point. It is in fact, a thought pursued by NABET, ‘Accreditation students which decidedly stands for: process, which once embedded in a Manual’ and ‘Standard Operating Q Questioning and Re-Questioning Procedures (SOPs)’ have been system, constantly pushes it towards U Uniqueness perfection. devised by the team which reflect ideal quality processes with A Approach and Attitude CIS infused ‘quality’ in its blood appropriate frameworks and L Leading through inculcating, adopting and structures in place I Innovating practising various skill- enhancing T Testing and Re- Testing techniques and methods, which have • Detailed accounts of management been duly chronicled hereunder: operations are being duly reported Y Yielding through Daily Management Quality, therefore, is a temperament, • Established various offices to Information System (MIS). which is everlasting and once it is streamline school’s operations Furthermore, the office inculcated into the system, there is a communications are held digitally • Consciously approached NABET after significant change in the working of an on a regular basis to reduce careful deliberations as the board institution. As duly published by NABET, inefficiencies and ensure compliance holds a distinctive, unparalleled and three basic elements of quality contain highly meticulous mechanism for • Documents and records are being Management Quality, Teacher Quality quality accreditation maintained electronically and and Student Quality. Therefore, CIS otherwise to ensure transparency, endeavours to achieve supreme quality in • NABET offers a strong scaffolding on accountability, ease of accessibility the three stated elements, even more so which the quality mechanism of CIS and traceability now, as it has been sustainably guided to rests; therefore, significant steps are a quality track by NABET.

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Mr. Manjiv Singh Consultant, Gilard Application Industry 4.0 / Programmers LLP Smart Factory for the Indian MSMEs

Industry 4.0 is a much talked about and less understood subject today. Most MSMEs neither understand the subject nor the benefits that can be derived by adopting it.

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Those who understand it do not know how to go about it All of the above shoe pinch-points have one thing in and how much it will cost. Here I try to de-mystify that. common. All of them require accurate and reliable data to be able to make informed decisions for daily works One of the problems ailing the MSME today is that it is management. When an organisation’s decisions are based unable to grow beyond a certain level – either because on real time and reliable data, it is bound to make growth it doesn’t have the orders or it is not able to execute the oriented decisions with minimum daily fire fighting. booked orders on time. Digitisation of your business processes makes credible and relevant information available in real time for decision The reason why any MSME fails to grow beyond a making at the lowest level. This is the foundation step for certain point is generally because the decision making all the subsequent steps for the Industry 4.0 solution. is centralised. Switching to a decentralised organisation structure will enable decision making at local level which ERPs or Enterprise Resource Planning Software have frees up the top management from the need to involve existed for a long time now but their ‘importance’ has themselves in low to mid-level decision making. This now become a ‘necessity’ for the MSMEs. With the talks gives them more time to concentrate on more important of Industry 4.0 and what it means for the Manufacturing strategic decisions catering to the growth of the MSME. sector, the ERP software has increased in its scope wherein the software solution now not only provides a more wide Operations is a major concern for all MSMEs and some of coverage of manufacturing and business processes but also the Shoe pinch-points for MSME owners are listed below as integrates it with Industrial IoTs (Internet of Things) for data per the acronym ‘PCQDSM’: capturing from production shops.

Productivity Eliminating productivity bottlenecks due to What exactly is Industry 4.0? machine breakdown or manpower issues Some define Industry 4.0 as “digitization of the Cost manufacturing sector, with embedded sensors in virtually all product components and manufacturing equipment, Streamlining operations to be cost ubiquitous cyber-physical systems and analysis of all competitive relevant data.” I would like to simplify this definition for the MSME readers – Industry 4.0 is the ability of an Quality entrepreneur or a manufacturing unit owner to be able Improving Quality to reduce rejection to know the workings of his manufacturing plant while sitting anywhere in the world. Imagine keeping track of your production (machine wise), approve employee leaves, Delivery approve material indents, stop or start a machine, check Booking orders and executing on time while the financial position of the company, view all business keeping a control on inventory measurable from the comfort of your smart phone. The creation of such a digital twin of your manufacturing unit on your smart phone, tablet or computer is called Safety Virtualisation. Ensuring a safe work environment with zero accidents Industry 4.0 uses a functionally deep software with wide coverage of all your manufacturing and business processes. Using this software as a platform, sensors and IIoTs are Morale deployed so as to capture data straight from the machine. A Boosting employees’ morale by eliminating smart machine will be able to send you a message on your daily fire-fighting and making roles phone if it detects abnormal behaviour (like stoppage in transparent production).

www.qcin.org 91 QUALITY INDIA Industry 4.0 / Smart Factory for the Indian MSME

Is your MSME ready for Cost of Industry 4.0 Industry 4.0? It is important for all business owners to realise that the cost of implementing We have established that Industry 4.0 is and maintaining Industry 4.0 is not an a necessary technological up-gradation. expenditure but an investment. As per Does it mean that only MSMEs with the a study, every MSME should allocate 5% latest machines and equipment can set of their annual turnover for going Digital their sights on I-4? No it does not. If an and can expect a Return of 6.5% in the MSME owner wants to convert his unit very first year after the deployment of into a “Smart Factory” and has manual the “Smart Factory” solutions. The full mechanical machines with no PLC / solution of Industry 4.0 will be able to SCADA, he can also go in for Industry 4.0 to enhance your plant capacity, thereby become competent. The implementation reducing the need for further capital of IIoTs has nothing to do with the quality investments in Plant and Machinery. So or sophistication (or lack of it) of your you can well realise that the investment existing machines. It can be built on any for I-4 will pay for itself many times over. machines that you have in place.

The above picture is a screenshot from GAP OSM’s PCMD module used for monitoring of production. This screenshot shows the items being manufactured on various machines and the real time production data of each machine. This module can be made accessible from any device, anywhere in the world.

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MAR OF ECELLENCE

National Accreditation Board for Hospitals and Healthcare Providers (NABH) is a constituent board of Quality Council of India (QCI), set up to establish and operate accreditation programme for healthcare organizations. NABH has been established with the objective of enhancing health system & promoting continuous quality improvement and patient safety. The board while being supported by all stakeholders, including industry, consumers, government, has full functional autonomy in its operation.

NABH provides accreditation to hospitals in a non-discriminatory manner regardless of their ownership, size and degree of independence.

International Society for Quality in Healthcare (ISQua) has accredited NABH. The approval of ISQua authenticates that NABH standards are in consonance with the global benchmarks set by ISQua.

Vision Mission To be apex national To operate accreditation and allied programs in healthcare accreditation collaboration with stakeholders focusing on and quality improvement patient safety and quality of healthcare based body, functioning at par upon national/ international standards, with global benchmarks through process of self and external evaluation

NABH A

NABH Accreditation Programs NABH Certification NABH International Training & Programs Education NABH offers accreditation to NABH has started its operations Hospitals, Blood Banks, Eye Care, NABH offers certification to overseas under NABH NABH conducts SHCOs/ Nursing Homes, OST Medical Laboratories, Nursing International (NABH I). It offers Education/Interactive Centers, CHCs/PHCs, AYUSH Excellence, Emergency all accreditation programs as Workshops, Hospitals, Wellness Centers, Departments, Medical Value being offered in India. The Awareness Medical Imaging Services, Dental Travel Facilitator (MVTF), program is unique as in addition Programmes and Centers, Allopathic Clinics, Ethics Pre-Accreditation Entry Level to the accreditation standards it Programmes on Committees and Panchkarma for Hospitals, Pre-Accreditation requires compliance with local Implementation (POI) Clinics Entry Level for SHCOs regulatory requirements

For further details please contact: National Accreditation Board of Hospital and Healthcare Providers Quality Council of India 5TH Floor, ITPI Building, 4A, Ring Road, IP Estate, New Delhi-110002, India Ph.: 011-42600600; Fax: 23323415; Email: helpdesknabh.co; Website: www.nabh.co www.qcin.org 93 Advertisement/ Advertorial QUALITY A QCI PUBLICATION Tariffs July to September 2019 INDIA

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Professional Membership Scheme

Dear Quality Aspirants / Professionals, Warm greetings !

NBQP is one of the five constituent Boards of QCI. The “Professional Membership Scheme” is one of the initiatives which is being operated by the NBQP in order to make “Nationwide Quality Movement” a reality, as well as integrate the organizations, institutions and individuals working in the field of quality.

This “scheme” is open for all as per their eligibility and it would give you an edge over the other Professionals/ Corporates as QCI has earned the reputation of being a very credible, successful and highly sought after accreditation/ registration institution. Besides getting the membership certificate, a copy of quarterly “Quality India” magazine and an opportunity for placing articles/ads in it, discounted registration for the Awareness/Training programs & events such as Conclaves, Seminars/Workshops, access to the upcoming Knowledge Repository etc. will be provided.

If you have the passion to become a part of this movement for quality promotion, stay abreast with the latest on the quality front, connect with other professionals, advance your knowledge and career, or grow your reputation as a thought leader, this membership would put you on the right track.

Best Regards, CEO-NBQP(QCI)

For any membership related queries, you may connect: Work: +91-11-23321274 / 23323415 | Ext: 307 / 302 Ms. Kokila Gaur / Mr. Kushal Kanwar Mob.: 09654170686 / 09717062729