Bangalore: Wipro Chairman Azim Premji today (Nov 25, 2004) stressed that organisations focused on quality should tune their systems and processes towards achieving objective as any inconsistency could result in failure.

"The basic fact is that the entire organisation, all its parts, systems and processes must be equal participants in the quality journey, otherwise some or the other part is going to drag us in to the ditch," Premji said in his inaugural address at the 12th quality summit of the Confederation of Indian Industry (CII) in Bangalore.

Highlighting the need to be customer centric, he said that organisations should have processes to continually anticipate customer needs and the leadership will to accept that delivering to these shifting needs.

"This requires hard work and risk taking. The will and the process have to work together for the organisation to align around a true customer based definition of quality," Premji said.

Quality should be as non-negotiable like integrity in organisations. "Quality must be non-negotiable. Integrity is non-negotiable because that is the only way to be and to behave. But integrity is not just a moral compulsion; it also translates into immediate economic value by fostering trust with all the stakeholders that organisations interacting with," Premji said.

He said that quality is the other key driver of trust with stakeholders and trust is the foundation of organisations, of their sustenance and of their growth.