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In order to be competitive companies must provide customers with quality products and services in a fast, responsive manner. Innovative, customer‐driven organizations are more likely to succeed. Total quality management (TQM) is a management approach which requires innovation, employee participation, and rapid response to meet the changing needs of the customer. The establishment of the Malcolm Baldrige National Award in 1987 and Deming′s management philosophy have both contributed significantly to organizations′ awareness of the use of TQM as a key element in strategic planning for competitivemess in the current global environment. Discusses the Malcolm Baldrige Award criteria and the tools which management must employ in order to implement TQM.

Artificial Intelligence (AI) is a branch of computer science, and Chatbot relies on the technology of AI. Chatbot has an AI feature which can be used for many messaging applications. A chatbot has a very advanced and promising interaction between humans and machines. They are a representative of systematic evolution of a question-answering natural language processing (NLP). Today, India has over 4.6 crores investor accounts with Central Depository Services (India) Limited (CDSL) who are actively investing in stocks, mutual funds, insurance and banking schemes. Chatbot plays an important role today in investor awareness and grievance resolution. Chatbots offer several advantages like standardised operations, higher efficiency and time saving but it has several disadvantages such as lack of human touch and inability to understand fragmented or grammatically incorrect sentences. There are several objections as it may contribute to further unemployment in many sectors. Overall analysis indicates that Chatbot application has a lot of potential in the investment sector in country like India.

The paper aims to discuss a case study involving the speed load characteristics of DC series motors used for traction application. The variation of characteristics from motor to motor in a mass manufacturing situation is required to be maintained within a narrow band.

The approach adopted was to analyze the data, compare these with competitors' corresponding data and study the base documents to identify the root cause. Having done that an attempt to achieve specific improvements and measure improvements was carried out.

The paper finds the limits being followed had to be corrected. Strict control on a few selected parameters was established. An improvement on the method of setting neutral axis was tried with advantage. It was found that motors manufactured by a manufacturer were not able to meet the requirements. An investigation was undertaken to determine the root cause and corrective measures.

In the absence of computerised models, the experimentation had to be done in shop on a limited scale.

The method can be applied to solve the same problem on any other design of traction motor. Also the approach remains useful for handling other problems in traction motors.

The inference regarding the relationships of speed with pole diameter, the importance of accuracy of magnetic neutral and method of refining neutral settings are the original findings.

Between the lack of incentives for larger international companies and the lack of resources of the local companies the majority of the people in less developed countries never benefit from new products. International companies generally offer modified product offerings to consumers in developing countries. To date, their attempts to penetrate the developing country markets have not been successful. The reasons for this failure in their attempts to succeed in these markets include the prohibitive cost of developing entirely new products for this market and the low‐income levels of the families in these countries. To succeed in developing countries, international companies have to observe and study their customers' needs and uncover the problem areas. There are many approaches available to accomplish this process including systematic innovation and the seven R's. Each approach focuses on the consumer and suggests a radical approach to developing new products. The purpose of this paper is to provide an introduction and overview of new product development in emerging countries.

Challenges, process, and success strategies are explored.

To succeed in developing countries, international companies have to observe and study their customers' needs and uncover the problem areas. The authors suggest an approach that focuses on the consumer and suggests a radical approach to developing new products – the limitations/constraints point of view. The single biggest constraint in developing products for less developed countries is affordability (price). Unlike the new product development process that is practiced in industrialized countries, international companies wanting to be successful in less developed countries should start with the customers' affordability and value‐added point of view and then work backwards to develop products/services for these countries.

International companies are provided with an approach to new product development in emerging countries.

New product development in emerging countries is likely to become increasingly important, and there is very little research on the topic. The value of this paper is in its overview of the challenges of new product development in emerging countries, and suggested solutions.

The study aims to identify and rank the critical success factors (CSFs) for BOT projects in India.

The study was conducted based on an extensive literature review and focus group discussions. Through structured questionnaire, a survey was conducted with executives from leading construction, consultancy and government organizations. A total of 150 questionnaires were sent out of which 60 responses were received. Analytical hierarchy process method was used to analyze the data.

Concession agreement, short-construction period, selection procedure of concessionaire, sufficient long-term demand and sufficient net cash inflow emerged as the top five factors critical for the success of the BOT projects in India.

The identified CSFs should influence the policy development towards BOT projects and are expected to enhance the success rate of these projects.

The study has made much-needed contribution to the extant literature on BOT projects. The findings would be valuable in assisting government (owner) and private participants to have a better understanding of the critical factors leading to success of these projects. The results from the current study are crucial as not many studies have been conducted in India as compared to China and West.

After a successful discussion and analysis of the case, the participants will be able to distinguish and appreciate the situations of conflict of interest (COI), whistle-blowing, etc. Initiate appropriate methods to avoid/minimize the impact of COI and ensure justice and fair-play to all stake-holders. Identify and appreciate the work-context of each executive-position and initiate standard operating procedures to protect the interests of the enterprise and all its stakeholders. Appreciate the relevance of whistle-blowing and to initiate appropriate methods to ensure justice and fair-play to all stake-holders.

In the context of the Industrial Credit and Investment Corporation of India (ICICI)-bank, the systemic inadequacies seemed to have failed in preventing the incidences of COI. The organization was too centralized to be able to respond proactively to the allegations. The case lays bare the inadequacy of professionalism among the media in responding promptly to such instances. The case generalizes that, with increasing globalization, such incidences have global ramifications and the organizations face much greater risks than ever. The case concludes that to emerge as a mature and leading organization in the global market, ICICI-bank needed to strengthen various aspects of corporate governance; similarly to emerge as a developed economy, India needed to develop independent watchdogs to monitor the activities of corporations continuously. Media needed to be independent and mature to fulfil its duty of continuous and transparent communication to the public.

The case can be understood and analysed by management students in the post-graduate level or by working executives with at least four to five years of experience in the corporate sector.

Teaching notes are available for educators only.

CSS 11: Strategy.

The chapter discusses how adolescents are moving beyond the dichotomy of biological and linguistic socialization, forming interpretive meanings at home through the reading of literature in their mother tongue, Bengali. Involving cultural relevance and non-vulnerability, the chapter conceptualizes “leisure activities” and “leisure pursuits” of reading practice of the IXth and Xth graders from both Bengali and English medium schools in Kolkata. The discussion from the theoretical construction mentions the further conceptualization of reading habits and language choice. This is where adolescents derive their agency. Adolescents from the Indian and especially from the Bengali perspective have a path of colonial discourse. From historical standpoint, the change in Bengali language and its grammar structure has influenced the acceptance of Bengali literature among adolescents in varying degrees through generations. Using mixed methods and content analysis, the chapter focuses on young teenagers’ narration on the way they maneuver curriculum and literature in their respective homes. Authors, for example, Sunil Gangopadhyay, Satyajit Ray, and Bibhutibhushan Bandyopadhyay, form the Bengali identity construction in the present time. Rabindranath Tagore’s, Sarat Chandra Chattopadhyay’s and Bankim Chandra Chatterjee’s works are always prevalent in the Bengali language syllabus. These are considered the foundational modern literary figures of pre-independent India. These are taught from a nationalist and gender discourse perspective. The adolescents in this chapter also read those at a minimum level at home and attempt to juggle the difficult vocabulary involved. The simple language of post-independent literature is much sought after by teenagers compared to pre-independent literature. Sunil Gangopadhyay’s Kakababu series, Satyajit Ray’s Feluda and Professor Shanku series, and Bibhutibhushan Bandopadhyay’s Chander Pahar stand out among the adolescents from both English and Bengali medium unanimously in this chapter.

The purpose of this paper is to examine how social capital operated in the lives of 15 respondents from Lalitpur following the massive 1934 Kathmandu Valley earthquake. Based on experiences of the survivors, it attempts to understand how individuals and families utilized their social capital in the aftermath of the earthquake, and rebuild their lives and communities.

This is a qualitative study based on non-structured interviews and discussions with disaster victims on their own locality. Following Padgett's (2008) grounded theory approach, flexible method of data collection is adopted through interactions with respondents and following up on important cues or patterns as additional data emerged.

Participants described a process through which they relied on bonding, bridging and linking social capital in different stages of earthquake response and recovery. Close ties or bonding social capital were important for immediate support, but bridging and linking social capital offered pathways to longer term survival and wider neighbourhood and community revitalization. This paper also discusses how social capital inclusion in pre-disaster communities might be helpful to strengthen their response capacity.

As the study participants were less than ten years old when the earthquake happened, they might have omitted or overlooked some important details about the event. The findings are based not only on participant's own memories, but they also shared stories told by their parents which were the indirect experiences.

This study indicates the potential value and need for including bonding, bridging and linking social capital and traditional social networks in disaster planning. A key outcome related to disaster policy would be what institutional condition or combinations of different dimensions of social capital may serve the public for better disaster response and recovery.

This study has paid attention to how social capital might be useful in disaster risk reduction both in post-disaster phase and in pre-disaster condition which may be rare in disaster studies. It also provides an insight into how community-based disaster management can take into account pre-existing social systems and traditional social networks to build local capacities.