Tata adapts, comes up with own business excellence model

Singapore

A NON-PRESCRIPTIVE business excellence model that is equally applicable to both the manufacturing and service sectors. That, in essence, was what the Tata Group wanted when it set out in search of a model that would help it achieve higher levels of business performance comparable to global standards.

The group started out with the Malcolm Baldridge National Quality Award Criteria. The model, which it later renamed the Tata Business Excellence Model (TBEM), was holistic and balanced with a strong focus on customer and process centricity, continuous improvement and employee focus. These factors were identified as key to long-term sustainability, driven by visionary leadership.