Gopinath G

215118068
National Quality Awards in India
Introduction:
Total quality Management supports organization in their efforts to obtain satisfied customers. A major
boost to TQM is the promotion of quality awards like Golden peacock national quality award, IMC
Ramakrishna bajaj quality award, CII Exim Bank award. These award framework are useful for
company to set the benchmark in TQM implementation. The common purpose of quality award is to
promote excellence in quality and implementation of total quality management in enterprises.
Golden Peacock National Quality Award (GPNQA).
The National Quality Award Scheme was instituted by the Institute of Directors in February 1991 to
encourage Total Quality improvements in manufacturing as well as service organizations in India,
including:[1] Public and private undertakings, All sectors of industry, service and commerce;
Government and Semi-Government departments , Trade and professional associations; and
Educational, Healthcare and Hospitality Research Establishments. Golden Peacock National Quality
Award is presented to organizations in different sectors adjudged to have made the most significant
achievement in the field of Total Quality[2]
The Award
Golden Peacock Award, named after India’s national bird “Peacock”, is awarded annually. Each
winner receives a trophy together with a certificate. The award winners may use the Golden Peacock
Award Logo with year on their printed and promotional materials. Selected organizations may be
awarded a commendation certificate by the Jury

.
Fig 1 Golden peacock Award
‘Golden Peacock National Quality Award’ has been instituted to stimulate and to help the
organizations to accelerate the pace of stake-holder oriented improvement process. It is a powerful self-
assessment process and a way to build an organizations brand equity on 'Quality'. The preparation for
the award helps to inspire and align the entire work force and management functions to this end. The
knowledge gained by the organization in describing and self-assessing its operations would lead to
improved organizational performance in this field.[3]
Unit Eligibility Criteria
Manufacturing or Service organizations or divisions of organizations (self-accounting profit/cost
centres), in the private and public sectors, and government organizations may apply for in ‘Golden
Peacock National Quality Award’. The operations of the applicant organization must be carried out
independently, meaning that responsibilities, authorities, results etc., are clearly defined, and suitably
covered in the organization’s Annual Report.

Figure 1.1: GPNQA Model

SELECTION PROCESS
Introduction: Golden Peacock Awards (GPA) is a set of prestigious national and global awards
designed to improve productivity and quality in organizations. It aims to promote business excellence
by providing a Framework or Criteria for assessment that is based on similar principles as other awards
throughout the world[4].
GPA Framework: Golden Peacock Awards Framework is designed to help explore organizational
beliefs and strategy, to look for linkages and measurable activity to test results for long-term success.
The GPA Framework is based on IOD Business Excellence Model and is comparable with similar
frameworks around the globe (including the Baldrige and European models) and contains all of the
requirements of the ISO 9001. Leading Indian and India based multinational organizations use the
Framework to assess themselves and build those results into their strategic planning process. It improves
the bottom-line across financial and non-financial performance indicators. The vision of the GPA
Secretariat, which has responsibility for administering the Awards program, is to create world-class
organizations and to bring a better quality of life.
Guidelines: Each award guideline is designed as a framework for management system excellence
through self-assessment and external evaluation. It contains the Criteria that organizations can use to
assess themselves against management best practices. In addition, the evaluators in the GPA process
use these Criteria and the associated Assessment Matrix to evaluate the applications for these Awards.
These guidelines and application forms are available at GPA website www.goldenpeacockaward.com
Evaluators: The Evaluation Team comprises experienced managers and specialists, carefully selected
in their capacity, to participate expertly and effectively in the evaluation process and who are trained
for it. Membership of the Team is honorary and evaluators are drawn from a wide range of organizations
from both the public and private sectors. Individuals and organizations are encouraged to make
appropriate knowledgeable and experienced staff available to be qualified evaluators in the Awards
programme. Involvement in the Awards programme is an excellent way for an individual and enterprise
to gain expertise.
Process: The evaluation process recognizes a variety of conditions under which an organization
conducts its activities. Evaluators are required to consider these factors in their assessment of the
organization’s performance against the assessment criteria. The decision on whether to conduct a site
visit, or not, is made by the evaluation team at the short listing stage. Site visit is not an automatic part
of the evaluation procedure for clarifying issues raised during the evaluation.
Site Visit: These are organized to verify that written submission truly reflects organization’s system
and process, and to investigate areas that may be difficult to describe in a short document, and to
determine additional facts where appropriate.
Finalists: In case of well contested important awards, the jury may only short list the finalists for a
closer look by another committee. In that case, the finalist organizations are invited to make brief public
presentations, highlighting their major initiatives and achievements in that field and reply to any
clarifications required by the final independent jury, before the winners are announced.
Feedback Report: At the conclusion of the evaluation process, a written report (except for Golden
Peacock Innovative Product/Service Award (GPIPSA) & Golden Peacock Eco-Innovation Award
(GPEIA)) incorporating the evaluators’ assessment of organization’s performance against the GPA
Framework is forwarded. This report is written in terms of strengths and opportunities for improvement
against the assessment criteria and is sent to applicant organisations who were unable to win the Award.
Presentation of Awards: The presentation of awards are normally held during national and
international conferences organized by the IOD. All organizations are encouraged to publicize their
achievements and to share their experiences with others.
Rules & Regulations
Decision of the Award Jury is final and no correspondence or appeal will be accepted on the Jury’s
decision,Award Secretariat reserves the right to declare more than one organization as the winner, and
could also withhold award(s), if the required standard is not met. Award for each sub-sector may be
given, even if there is only one application in any of the categories, provided it meets the qualification
criteria (as decided by the Jury). Finalist Award applicants may be invited to make a brief presentation
to the Jury and/or one of the assessors may be nominated to confirm or verify the facts at site. Travel
and stay expenses, if any, will be borne by the applicant. Award Secretariat accepts no liability for any
loss resulting from the disclosure of information concerning an applicant to Assessors or Jury members,
though all reasonable precautions will be taken to maintain secrecy. Award Secretariat cannot undertake
to return documents or supplementary material submitted with an application. Award Secretariat
reserves the right to alter the Award Scheme, at any time, without notice.
Non-Disclosure & Confidentiality
Names of applicants, commentary and scoring information developed during the review of applications
are regarded as proprietary and are kept confidential. Such information is available only to individuals
directly involved in the assessment and administrative process. Golden Peacock Awards Secretariat will
take all reasonable precautions to ensure that applications and the information provided therein are
treated in strict confidence. However, in no way Golden Peacock Awards Secretariat can be held
responsible for any loss of confidentiality to a third party, nor held liable for any damage (to goods or
persons) or financial loss incurred through the breach of confidentiality or otherwise by the applicants
or any third party. Golden Peacock Awards Secretariat reserves the right, subsequent to the Award
Presentation, to publish salient details of the Innovative methods/modules/Improvement
initiatives/Schemes of the Award Winners, for the purpose of sharing of knowledge in order to raise the
general industry standards
IMC Ramkrishna Bajaj National Quality Award
Started in 1995, the IMC Ramkrishna Bajaj National Quality Award enjoys the stature of being one of
India's most prestigious quality awards. The eponymous award symbolizes the values of the man who
ardently promoted the importance of quality and ethics in our economic and social development. The
award was instituted with the objectives of: Promoting quality awareness and practices in Indian
business and asserting its importance in global competitiveness, Recognizing the achievements of
Indian companies in the field of quality, Publicizing successful quality strategies and programs.

Fig 2.1. IMC Ramakrishna Bajaj National Quality Award

The criteria and the process of training and evaluation for this award are as rigorous as those of the
Malcolm Baldrige awards of USA. All applicant organisations are given a detailed feedback report
which forms the basis of mapping the quality journey of the organisation.[5.Initially, the award judged
only the manufacturing sector. Later, its scope was increased to cover six categories, namely
manufacturing, service, small business, overseas business, education and health care. The award is
funded and managed by the IMC Ramkrishna Bajaj National Quality Trust, which is formed especially
for this purpose. There are seven applicant categories for the IMC Ramkrishna Bajaj National Quality
Award: 1.Manufacturing organization,2.Service organizations, 3.Small Businesses,4.Overseas
Organizations 5. Education and6. Health Care7. NGO Categories 1-4 come under Business Excellence

Fig 2.CII EXIM AWARDS OF BUSINESS EXCELLENCE

Business Excellence
Manufacturing, Service, Small Business and Overseas are the four categories under Business
Excellence. When we talk of Business Excellence we refer to excellence in any for-profit business
headquartered in India, including Indian subunits of foreign companies, as well as any for-profit Indian
owned business headquartered overseas. For-profit businesses include domestic or foreign-owned
companies, joint ventures, corporations, sole proprietorships, partnerships, and holding companies-
publicly or privately owned.
Manufacturing organizations: Organizations and some subunits that produce and sell manufactured
products or manufacturing processes. Companies that produce agricultural, mining, or construction
products. Service organizations: Organizations and some subunits that provide or sell services. Note:
Where an applicant is both a manufacturer and a service provider, the appropriate eligibility category
is the activity that provides the larger percentage of sales. Small Businesses: Organizations having less
than 100cr turnover that are engaged in manufacturing and/or the provision of services. Overseas
organizations: Indian organizations that are engaged in manufacturing, provision of services, Education
and Health Care. Excellence in Education: For-profit and non-profit public, private, and government
organizations and some subunits – including Indian subunits of foreign organizations that provide
education (teaching and instructional) services to students in India. Excellence in Health Care: For-
profit and non-profit public, private, and government organizations and some subunits – including
Indian subunits of foreign organizations located in India. These organizations must be engaged
primarily in providing medical, surgical, or other health care services directly to people. Eligibility is
intended to be as open as possible. For example, eligible organizations include hospitals, health
maintenance organizations, long-term care facilities, health care practitioners’ offices, and dialysis and
ambulatory surgery centers. Leadership: The leadership category examines how your organization’s
senior leaders personal action guide and sustain your organization. Also examined are your
organization’s governance system and how your organization fulfills its legal, ethical and societal
responsibilities and support its key communities. Strategic Planning: The strategic planning category
examines how your organization develops strategic objectives and action plans. Also examined are how
your chosen strategic objectives and action plans are implemented and changed if circumstances require
and how progress is measured. Customer Focus:The customer focus category examines how your
organization engages its customers for long-term marketplace success. This engagement strategy
includes how your organization listens to the voice of its customers, builds customer relationships, and
uses customer information to improve and identify opportunities for innovation. Measurement, Analysis
and Knowledge Management: The measurement, analysis and knowledge management category
examines how your organization selects, gathers, analyzes, manages and improves its data, information
and knowledge assets and how it manages its information technology. The category also examines how
your organization reviews and uses reviews to improve its performance. Workforce Focus: The
workforce focus category examines your ability to assess workforce capability and capacity needs and
build a workforce environment conducive to high performance. The category also examines how your
organization engages, manages, and develops your workforce to utilize its full potential in alignment
with your organization's overall mission, strategy, and action plans. Operations Focus: The operations
focus category examines how your organization designs, manages, and improves its work systems and
work processes to deliver customer value and achieve organizational success and sustainability. Also
examined is your readiness for emergencies. Results: The results category examines your organization's
performance and improvement in all key areas—product and process outcomes, customer-focused
outcomes, workforce-focused outcomes, leadership and governance outcomes, and financial and market
outcomes. Performance levels are examined relative to those of competitors and other organizations
with similar product offerings. When an applicant is both an education organization and a provider of
health care services to people, the appropriate eligibility category is the activity that represents the larger
percentage of its budget.
1. Individuals who have professional experience of at least 5 years are eligible to participate in the 4
day Certified Examiner for Quality Management (CEQM) program,2. Participants to the CEQM
program are assessed on the basis of a quiz, a subjective paper and facilitation skills,3. Successful
completion of this training program allows one to join on the Board of Examiners for the current
assessment cycle of the IMC Ramkrishna Bajaj National Quality Awards (IMC RBNQA). The IMC
RBNQA certification is valid for one year,4. Examiners who are invited to participate in each
subsequent cycle must recertify, through a 1 day Refresher Course,5. Successful recertification in
CEQM is based on a subjective paper, presentation skills, team work interactions, etc. The certification
is valid for one year,6. The performance of each Examiner – both new and recertified - is evaluated
not only during the training program but also during the entire assessment process. The parameters for
evaluation include depth of knowledge, domain expertise, report writing skills, timely submission of
reports, team interaction, and interactive skills during the site visit,7. The evaluation of each
Examiner during the assessment process is carried out by the Applicant organization, by team
members, and by the assigned IMC facilitator,8. Every Examiner will have to adhere to a strict Code
of Ethics.9. The multiple evaluations are the basis for an invitation to recertify for a subsequent IMC
RBNQA Cycle.10. For recertification as a CEQM, based on an invitation, a maximum of 3 years leave
of absence is permitted.11. If an individual wishes to return after 3 years the Participation Policy, from
Steps 1 to 10 will apply.[5]
In India, Performance Excellence is pursued by aspiring organizations primarily for recognition. The
platforms for recognition being the CII Exim Bank Award (based on the EFQM) and the IMC
Ramkrishna Bajaj National Quality Award (IMC RBNQA, based on the Baldridge modelThe quantum
of applications for the IMC RBNQA grew aggressively in the first decade, primarily in the business
segment – manufacturing and service. The second decade saw a steady decline in business
applicationsOn the other hand, the healthcare applications have grown over the past decade. Each with
an earnest desire to internalize the IMC RBNQA model for Performance Excellence In addition, the
education segment has been a tortoise in this race Overall, the annual quantum of IMC RBNQA
applications has plateaued of applications for Performance Excellence Awards seems a universal trend
in the USA, Europe and Asia.
CII-EXIM AWARDS:
CII and Export Import Bank of India have, in 1994, jointly established the CII-EXIM Bank Award for
Business Excellence, with the aim of enhancing the Competitiveness of India Inc. The Award is based
on the internationally recognized EFQM Excellence Model.The Award for Excellence which is entering
it''s 25th Year. Its main aim is to enhance the ‘Competitiveness of India Inc.’, and recognises
organisations who have achieved excellence. Over the recent years, many new age organizations from
Service, Infrastructure, Auto, and Engg sectors including small and medium businesses have adopted
the tenets of the EFQM Excellence model by way of the various interventions of CII -IQ by simplified
assessments and deep dive assessments to help Organizations get a flair of Excellence in functions and
subsequently move on to adopting the holistic framework. As the journey of broad basing continues, it
is important that along with the celebrations of achieving milestones, Applicants and users of the
framework are exposed to best practices to aid learning and sharing as part of planning their
improvements on the maturity journey.[6]
Objectives of the award:
i) Provide and promote a holistic framework of management for Excellence ii)Recognise outstanding
Small and Medium Business organisations and present them as role models and encourage others to
emulate iii) Identifying and sharing best practices, performance and strategies iv) Provide an external
perspective to the organisations on their practices and performance through a comprehensive feedback
report[5]
 Fig 3.1 Exim Ecellence Award
Eligibility Criteria:
All Indian organisations are eligible to apply for the Award. The Applicant must be actively engaged
in business for at least three years. For Award purposes, Small and Medium Business organisations
means whole organisations with annual sales turnover of less than rupees one hundred crores. Small
and Medium Business organisations are grouped as follows: Small and Medium Business organisations
with annual sales turnover upto rupees ten crores Small and Medium Business organisations with annual
sales turnover more than rupees eleven crores and upto rupees twenty five crores Small and Medium
Business organisations with annual sales turnover more than rupees twenty six crores and upto rupees
fifty crores Small and Medium Business organisations with annual sales turnover more than rupees fifty
one crores and upto rupees one hundred crores
Excellence Model:

Fig 3.2 CII EXIM Model

ENABLERS: It covers how the organisation achieves its planned results through leadership, strategy,
people, partnerships & resources, and processes, products & services following PDCA (Plan, Do,
Check, Act) approach.[7] RESULTS: The results cover what the organisations are achieving with
respect to their key stakeholders. e.g., Customers, People, Society and Shareholders. The organisation
is assessed on the results with respect to satisfaction of key stakeholders based on their perceptions.
Award Assesment Process: i)Eligible Small and Medium Business organisations submit Application
Form ,ii)Selection of Assessors iii)Submission of Position Report as per specified norms; Screening of
the Report and Qualification iv)Combined Position Report Review, On-site Assessment and Scoring
v)Review of Feedback Report and Scores by Jury vi)Jury decides Award, Prize and Certificates to be
Awarded vii)Feedback Report is sent to participating organisations viii)Follow up visit to participating
organisations on request.
Level Of Recognition:
There are four levels of recognition, starting from the commendation certificate for strong commitment
and going up to the Award. These levels signify the various milestones, which the organisations can
aim for as they progress on their journey towards excellence. Therefore, organisations at different levels
of competitiveness can benefit from participating in the award process. The Award criteria used for
assessing the applications is based on the EFQM Excellence Model, and hence provides a mechanism
to benchmark against world-class organisations, which are using TQM to drive Excellence. CII-EXIM
Bank Award for Business Excellence is presented to organisations judged to be 'Role Models'. Prizes
are awarded to organisations that demonstrate excellence in the management of Quality as their
fundamental process for continuous improvement – the leaders in their respective category.
Organisations are commended which have made good progress on their journey towards Excellence,
but fall short of the level set for Prize Winners. There are two levels of commendations: Significant
Achievement on the journey towards Excellence. Strong Commitment to Excel on the journey towards
Excellence. (This level is lower than the significant achievement level). Apart from getting an
opportunity for peer recognition, each company gets an external perspective on their practices and
performance. A team of trained assessors with diverse and extensive experience assesses each applicant
company. The assessors spend around 1000 man-hours to identify strengths and opportunities for
improvement. A detailed feedback report is sent to all the applicant companies that gives an objective
and comprehensive assessment of the current status of the organisation and forms a sound basis for
developing organisation-wide consensus on strategy for reaching higher levels of competitiveness.

Fig 3.3. Level of Recognition

 GPNQA RBNQA CII EXIM

Organizational leadership Leadership Leadership

Strategic Planning Strategic Planning People

Policy and strategy Customer and Market Focus Policy and strategy

Resources Measurement,Analysis and Partnerships and Managment

Knowledge Managment

People Satisfaction Process Management People Results

Customer Satisfaction Business Results Customer Results

Impact on Society Employee Satisfaction Results Society Results

Table 1 Comparison between National Quality Awards

Conclusion:
The Criteria for different Quality awards clearly focus on quality and customer satisfaction. By
applying these various Business excellence model the companies in India becomes competitive. Many
Companies have done this because of their foresight and the vision of the top management leadership
and support from all its employees.
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