The receptionist called Alpesh at lunch time to report that she had carried out his instructions given a few days ago. She informed him that Mr Kelkar was visiting the neighbouring factory. She also added that she had left a message for Mr Kelkar to meet Alpesh before he went away.
Alpesh's father had started this manufacturing business almost 40 years ago. They manufactured decorative metal products for industrial use. The business had grown big over the years and it was highly profitable. It was run by family members and employed about 200 workers.
Of late many of their large customers had begun to demand quality system certification. Alpesh's father knew Mr Kelkar who was appointed as a consultant for the work. Alpesh's father gave free hand to Mr Kelkar for the project. He also told Mr Kelkar not to involve himself or Alpesh unless absolutely essential. They wanted to concentrate on business. Mr Kelkar sincerely worked with the lower management and achieved the certification in about a year.
Mr Kelkar had found the factory which was run by harsh orders, pressure and overwork. Simple concepts of quality and productivity were absent. It took him nearly six months to set up a basic system of records of production and quality. As a result the product in various stages was strictly accounted for. Awareness that the work is being checked for quality and quantity made workers conscious. After an initial period of reluctance, quality of product steadily began to improve. Mr Kelkar knew that such improvements occur with improved systems of production and quality. In about a year Alpesh's unit had the quality management system certificate. Alpesh's father was particularly happy and sent off Mr Kelkar with a lot of gratitude along with agreed fees.
Mr Kelkar was not surprised by the message from Alpesh’s receptionist. It was nearly a year after he had finished his project. Many of his clients required his services or advice long after completion of his project. Probably Alpesh needed his help. After finishing his work in the neighbouring factory he went to Alpesh's office.
On seeing Mr Kelkar, Alpesh sent away the staff sitting with him. He welcomed Mr Kelkar with a wide and warm smile. He asked the receptionist to arrange for some tea and refreshments. Mr Kelkar and Alpesh had some small talk till the tea arrived.
After a sip or two Mr Kelkar asked Alpesh,
"Why did you want to meet me?"
Alpesh smiled and replied, "to thank you!"
Mr Kelkar was mystified. It showed on his face.
Alpesh clarified, "thanks to the system of quality management. My factory is not only producing better products but saves about 10% of very expensive materials like aluminium and brass. Earlier, reusable materials were scrapped because there was no accounting between stages. In the new system it is accounted for strictly. Last year we may have saved perhaps a Million by avoiding this kind of waste. You deserve a lot of credit. Hence thanks!"
Alpesh shook Mr Kelkar's hand warmly. Mr Kelkar expressed genuine happiness and insisted that they took more interest in the system. Alpesh inquired about the possibility of more work to take the system further. Mr Kelkar told him that there was a lot more they could do and so discussion went long. Quality has mysterious ways of paying back.