Kind Attn Mr.

Nanawati

Dear Sir,

I ‘Suhas Agawane’ is life member of NCQM ( Membership no : LO –124). I am interested in presenting

my article on ‘4 – Square Approach on Organization Excellence’ in our NCQM News letter. The details of
this are mentioned in next two pages. I herewith request you kindly do the needful to include this article in
coming up NCQM letter.

Thanking you in anticipation

(Suhas Agawane)

Note – In case of any clarification you may contact me on my email – reachsuhas@netkracker.com ,

suhas@stcl.net Or Cell No 98215 79438
 C S 4 - Square
Approach for
T E Organization
In today’s world of globalization , it is not sufficient for organization only to focus on single approach / or couple of
approaches regarding organizational performance to ensure sustained , improving market share with good returns not
only in short term but in long term and forever to all stake holders . The organization needs to stable structure
consisting of four walls (i.e. Foursquare approach ) as described below

C Customer satisfaction wall

T Technology wall

S System / process wall

E Employee wall

Any of the existing approaches for organization performance ( TQM , Kaizen , Quality Circle, Six sigma , Quality
Awards ) will not able to deliver the initial result trends forever. If the organization is not strategically focused on any
of the above mentioned walls , then continuing growth of the organization is not ensured in long term.
Let us first talk about how organization can build on these four walls

1) C Customer satisfaction wall

The Customer is always primary cause of any business. With out customer no
business will exist. That gives the importance of customer in the organization.
So satisfying this primary cause is very crucial for organization’s growth /
position.

The first step for doing this is identify who are your customer. Then you must
understand what do these customer wants ( their needs & expectation ). Now
meet as many as these needs & expectations to satisfy these customers. The
more you meet the needs & expectation more is the satisfaction of customers.
Next you should now try to convert this customer satisfaction into customer
delight ness by exceeding their expectation a bit. Now organization should try
to anticipate future needs & expectation of customer & work innovatively to
accommodate in the product. This enable organization to earn loyalty from
customer on very long term front. This is one of the keys for ensuring
organizational growth / leadership in the market.

2) T Technology wall

The technology for the product / service delivered to customer is very important for the success of any organization
because it is the one factor which has the large effect on value for money
(VFM) from the product /service to the customer.

The journey on technology front generally starts with adopting some

proven technology. Organization will not able to hold on this technology as
it is because to satisfy customer expectation & increase market share , it is
very crucial how organization trim this technology to meet varying
customers requirements. This is done by trimming proven technology to
meet these variations in customer requirement. Now you try to introduce
unique and / or new features by upgrading proven technology to ensure
you product / service is kept in line with requirements from different
generations of customers. The organization at this time should also start
anticipating future technology so as to ensure your product / service never become absolute. Technology
benchmarking is next step on which organization must concentrate so as to ensure that it remains market leader in
the industry sector.
3) S System wall

Systems reflect your management style. Unless this style is suitable to organizational personality ( that is culture )
you will not get best despite of your good technology , satisfied customer base for your product / service and good
employee. It will also not ensure continual growth of the organization. All the necessary controls for organizational
operations are available in the systems. With out this organizational growth is going to be uncontrolled one. It
means at one time you may have excellent growth but next time you may face exponentially decline growth.

The first step for strengthening this is to bring performance uniformity for
repeating previously mastered task. Now organization must map out their
systems & process , and also characterize the same. At this level
organizations are having formally systems established. But there is no
mechanism for improving these systems. This is very essential because
systems should be like flowing water. If you allow water to become
stationary it makes contamination & which does not provide conducive
environment for growth of water life. The same is applicable for system also .
If you systems unchanged for long time , it creates similar contamination in
organization which stops growth of organization/ individual performance,
creativity, innovation. For ensuring your system dynamic you should
measure the effectiveness of systems & control if necessary. This
measurement data on system performance , external factors operating on
organization operation and technological / managerial new concept will give
us areas for system improvement / change. Once you have established all
these bricks on your system wall , now organization should start
benchmarking tt’s system across the industrial sector , cross industrial sector.

4) E Employee wall

The last but not least essential wall for organizational excellence is the ‘Employee Wall’. Employees in the
organization are the driving / building force for creating other three walls. So if your this wall is strong then , it will
not be possible for organization to build other walls as strong as needed for ensuring continuing organizational
growth forever.

The first layer of bricks on this wall can be put by defining unambiguous role & responsibility for all positions in the
organization. By doing this every position has clearly spelled deliverables , decision levels, interface &
communication channels. Now next step forward is to have right person for
right position. For this organize should analyze knowledge & skills required
for existing as well as future job positions vis-à-vis what are available with
existing staff. Then allocate the right position to right people. If necessary
competency development exercise is undertaken to fill up the gap between
competency required and available. After working on individual
competency, organization now work towards team building and team based
practices. Because when we compare performance of 2 individuals working
separately with performance of 2 persons working in team , you will find the
later performance is much more effective and efficient. Team based practice
also generate healthy and competitive working atmosphere. Now next step to
develop the ‘Employee Wall' is to have internal supplier – customer
relationship culture. Because unless organization has it’s internal customers
satisfy , it is not possible to have effective external customer satisfaction.
Organization should also give a growth opportunity for competent and
performing employees by devising well defined career development plan.
This will lead to gain loyalty of these competent and performing by keeping
their motivation level at high. This will also encourage other employees to
perform to their best abilities and capabilities.

Presented By - Suhas Agawane ( email – reachsuhas@netkracker.com)