Sathyanarayanan - Executive Director & CEO Bharat Heavy Electricals Limited (BHEL), INDIA

This paper traces the journey to business excellence undertaken by Bharat Heavy Electricals Limited (BHEL), Ranipet, India(a public sector undertaking) which culminated in receiving Indian Merchants Chamber Ramkrishna Bajaj National Quality Award (IMC-RBNQA)in 2004 This award model follows a model similar to Malcolm Baldrige National Quality Award. Later BHEL,Ranipet won International Asia Pacific award “Best-of –his- class” in IAPQA- 2005. The paper covers the models adopted by us with a view to addressing the phenomenal changes in economical, societal, technological mindsets. The paper lucidly captures twelve paradigm shifts that were visible once the slow but steady transformational process began by implementing a process management approach. It shows the need for a structure- a process approach model - to sustain the journey to business excellence. It explains how the philosophy ““retain core values and at the same time challenge status quo” helps in long run. The need to identify opportunities of improvement across all business processes by having a boundary-less approach is elucidated. The paper also provides holistic roadmap for sustainable change management.

Change Management, Business Excellence, Balanced scorecard, Vision, mission, values, Process Management ,sustainable changemanagement