ABSTRACT
This chapter presents profiles of Dr. Ramakrishna Akula and Mr. Amit Chana. Dr. Akula has expertise in integrated management systems, the European Foundation for Quality Management (EFQM) excellence model, Lean, and 5S, and has worked in the oil and gas engineering services, gas equipment research, LP gas bottling, and marketing industries of his career. Communication and leadership helps in initiating quality improvement projects, but continuous commitment to quality helps to reach the ultimate goal. Emirates Gas selected the EFQM framework in order to provide consistent and sustainable quality deliverables to its customers. Organizational processes are defined in the quality manual in the form of end-to-end process interaction mapping. Amit Chana has sixteen years of experience in diverse industries including banking, retail, financial services, travel and hospitality, and supply chain operations. A business quality council was also created within the management and board levels.
