In 1996 RPG Enterprises, a large business house in India, realised that a customer dominated approach to continuously and innovatively exceed customer expectations was essential to take the company to global leadership and decided that quality management could be the major competitive tool. To direct and facilitate quality improvement across the group's 30 companies, RPG created a Corporate Quality Centre and quality management was implemented in three phases: 1) Inward driven initiatives - Qual...

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14.3.3 Implement an org-wide continuous improvemnt program
14.3.6 Provide ideas management & innovation processes

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