“WORLD CLASS QUALITY MANAGEMENT

– A CASE STUDY”

Submitted by
Mr. JAYESH CHETAN DEWANI
HPGD/JA22G2/3907
SPECIALIZATION. OPERATIONS

WELINGKAR INSTITUTE OF MANAGEMENT

DEVELOPMENT & RESEACH
JANUARY 2024

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 ACKNOWLEDGEMENT

I am using this opportunity to express my gratitude to everyone who supported me throughout

the course of this PGDBA project. I am thankful for their aspiring guidance, invaluably
constructive criticism and friendly advice during the project work. I am sincerely grateful to
them for sharing their truthful and illuminating views on several issues related to the project.
I express my warm thanks to Mr. Gert Littooij (Product Owner at NationaleNederlanden) and
Mr. Ankit Pachori (Lead at Capgemini India Pvt Ltd) for their support and guidance.
Finally, off course, I am particularly grateful to my family for having believed in me and their
constant support.

Thank You,
Jayesh Chetanbhai Dewani

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 INTRODUCTION

World Class Quality Management (WCQM) stands as a pinnacle of organizational excellence,

encapsulating a set of principles, practices, and philosophies that drive unparalleled quality
standards and business performance. In an era characterized by global competitiveness and
evolving consumer demands, achieving and sustaining world-class quality has become
imperative for organizations across industries.

World Class Quality Management (WCQM) is a contemporary quality philosophy, policy,

system, standards and practices that complement the design, development and delivery of
customer-satisfying, high-value, defect-free products and / or services

In an era marked by ever-evolving global markets and heightened consumer expectations, the
pursuit of excellence in quality management stands as a linchpin for organizational success.
World Class Quality Management (WCQM) embodies a philosophy that transcends
conventional norms, aiming not merely for compliance but for the relentless pursuit of
perfection and customer satisfaction. This case study embarks on an exploration of this
paradigm within the context of [Organization Name(s)], dissecting its principles, strategies,
and impact.

Definition of World Class Quality Management

Goods services and processes that are ranked by customers and industry-experts to be among
the best of the best. This denotes standard-setting excellence in terms of design, performance,
quality, customer satisfaction and value when compared with all similar items from anywhere
in the world.

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