In the face of cut throat competition, surviving in the market is far challenging than entering it, timely supply of quality product and consistent excellence in quality care are critical to survive. I can recall the case of the Bhilai steel plant, which in 1980s was the sole supplier of rails to Indian Railways. One fine day, the railways rejected a large consignment, citing quality issues. They turned to imports from the UK , Canada and elsewhere. Rails were Bhilai's only major product, so the news hit hard. The management introduced the ICS -- Internal Customer Satisfaction -- model under which every department took more emphasis and ensured customer top quality output. Within a year Bhilai was once again producing rails which met the standards of the Indian Railways. Today the Bhilai Steel plant is proud of its achievements and stands tall as one of India's ' Navratna' companies. The government needs to change their policy of allotment of business to few business houses. More stress must be laid on small scale industries which is the backbone of industry and Indian economy will scale greater heights.
