Death of a Wonder Youngster


Arfa Karim (born 1995 – January 14, 2012), was a student from an under-developed village of Pakistan, who in 2004 at the age of 9 years, became the youngest Microsoft Certified Professionals (MCPs) in the world. She was invited by Bill Gates to visit the Microsoft Headquarters in USA. She also wrote a poem about Bill Gates.

On returning to Pakistan, Arfa had numerous interviews on almost all of the country’s known television channels and newspapers. In August 2005, Arfa Karim received the Fatimah Jinnah Gold Medal in the field of Science and Technology, presented by the Prime Minister of Pakistan at that time. She also received the Salaam Pakistan Youth Award again in August 2005 by the President of Pakistan. Arfa Karim is also the recipient of the President’s Award for Pride of Performance. This is a very high level civil award granted to people who have shown excellence in their respective fields over a long period of time. Arfa is till now the youngest recipient of that award ever.

Arfa Karim has also represented Pakistan on various international forums, she was invited by the IT Professionals of Dubai for a stay of two weeks in Dubai. A dinner reception was hosted for her there, which was attended by the diagnostics of Dubai including the Ambassador of Pakistan. During that trip, Arfa was presented with various medals and awards. She also flew a plane in a flying club in Dubai at the age of 10, and received the first flight certificate.

In November 2006, Arfa was invited by Microsoft to be a part of the keynote session in the Tech-Ed Developers conference held in Barcelona. The theme of the conference was “Get ahead of the game” and Arfa was presented as a true specimen of being ahead of the game. She was the only Pakistani among over 5000 developers in that conference.

As of 2011, at the age of 16, Arfa Karim was studying at Lahore Grammar School Paragon Campus in her second year of A Levels. She suffered from cardiac arrest after an epileptic seizure on December 22, 2011 and was admitted to Lahore’s Combined Military Hospital (CMH) in critical condition.

On January 2, 2012 Pakistan Prime Minister Yousuf Raza Gilani visited the hospital with his daughter Fiza Batol Gilani to inquire about the health of Arfa Karim.

On January 9, 2012, Bill Gates, Chairman of Microsoft, has made contact with Arfa’s parents, and directed his doctors to adopt “every kind of measure” for her treatment.

On January 13, 2012, The condition of world’s youngest MCP Arfa Karim was improving and some parts of her brain showed signs of improvement. Arfa fell desperately ill last month and doctors said she had suffered brain damage, leaving her in a coma at the Combined Military Hospital (CMH) in Lahore. Her father, Amjad Karim, said Microsoft had raised the possibility of flying Arfa to the US for care.

On January 14, 2012 16 years old Arfa Karim died at 9:50 PM (Pakistan Standard Time) at Combined Military Hospital (CMH) Lahore. (Wikipedia)

Arfa wrote some poems. Specimens include:

I would like to be …..

Like a bird in the sky
Flying freely and so high
Like a fish in the water
And the kings beautiful daughter

Like a tiny little mouse
Eating cheese around the house
Like a bear in the mountain
And the water in the fountain

Like a lion in the jungle
Roaring loudly with hunger
Like a monkey in the zoo
All the time copying you
. . . . Arfa Karim

White Rose

In the storm
Stands the white rose
tumultuous waves
of destruction abound her

Yet tall is the white rose
strong in the face
Of the sensed doom around her
And she does not bow down

Pure is the white rose
In the compost earth
growing eternal strength
in the nights that so hurt

I see not the white rose
She is so far away
But I long to protect her
But only the words can I say

So I send her my words
And my poets heart
To help her when
there is hope to see her through

Be Strong little flower
Your heart will guide true
And as long as you want
I will always talk to you
. . . Arfa Karim

Stars

  I look to the sky at night and admire the beauty of the stars.
I stand in awe of their brilliance;
They are as shining and constant
and they have been since the beginning of time.

They light the heavens and fill our hearts with wonder.
When one burns out, another takes its place;
for they are eternal.
Wherever you are, they guide you from their home high above the earth.
At times, they seem close enough to touch,
as they transport your dreams far away.

Their magic compels us to offer up wishes for their consideration.
They make us realize that even when the sky is the darkest,
a tiny beacon of light still shines through.
They are God’s reminder to us that some things really do go on forever.
. . . Arfa Karim

I have no daughter, but Arfa Karim was a daughter figure.  Till 3:30 am and despite my perpetual efforts I was unable to have a snooze. The news about her death made me so upset that my eyes welled up tears and my heart filled up with gloom. Arfa, was the shine of the moon and the breeze of morning; she bestowed her colors to rainbow; she left behind her wings for her fellow daughters to scale the heights of knowledge. Arfa was a complete person: she was not just a book worm, she used to play games, watch cartoon programs, fly planes, play music, and sing folk songs. Above all she memorized some verses of Qur’an and practiced high moral character. She can be a role model—an inspiration—to our younger generation. With tears in its eyes, I pay rich tribute to Arfa. Nevertheless, I feel her saying:

Don’t cry for me,
I’m right here.
Although you can’t see me
I can see your tears

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Deming’s Service Quality Principles


  1. Maintain a constancy of purpose
  2. Adopt the new philosophy
  3. Cease dependence on mass inspection
  4. End the practice of awarding business on the basis of price alone
  5. Improve constantly and forever the system of production and service
  6. Institute training
  7. Institute leadership
  8. Drive out fear
  9. Break down barriers among staff
  10. Eliminate slogans, exhortations, and targets
  11. Eliminate work quotas
  12. Remove barriers to pride of workmanship
  13. Institute a vigorous program of education and self-improvement
  14. Put everyone to work on the transformation.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Improving Quality


Improving quality is a lot like taking vitamins, eating healthy foods, and exercising regularly. Although the results may not be immediate, long-term benefits are significant. Quality is neither a quick fix nor the program of the month, but rather a way of life for companies who are serious about improvements.

Quality is a fundamental to creating value, yet it is a moving target and must meet the customers’ current definition of quality. Thus, we offer the following recommendations for improving service quality and ultimately delivering superior customer value:

  • Design services in cooperation with customers. Learn what customers truly value by incorporating the voice of the customer earlier in the service development process. Also, it is important to determine not only the customers’ preferred service attributes but their relative importance, as well.
  • Focus your improvement programs outward, on market break points. Only by defining those episodes, when the customer comes in contact with the organization, and by focusing on the ones most critical can you see things as the customer sees them. Also, visualize the complete sequence of the moments of truth a customer experiences in having some need met. Remember, the customer sees service in terms of a total experience, not an isolated set of activities. Mapping the service cycle helps companies see these activities as the customer sees them.
  • Create a triangle representation of service quality. Hotels and restaurants often advertise and display on their properties ratings by one of the major motor clubs, such as AAA or Mobil Oil, Hertz #1 Gold Club service communicates a premium, value-added bundle of services to business travelers seeking a hassle-free car rental experience.
  • Use teamwork to promote service excellence—service workers who support one another and achieve together can avoid service burnout.
  • Create a service bias based on each of the following service quality determinants: professionalism, attitudes and behaviors, accessibility and flexibility, reliability and trustworthiness, service recovery, and reputation and credibility. These criteria can be used as guidelines for influencing positive service quality perceptions.
  • Develop proper measurements. Use metrics that are specific on nature, such as 95% on-time-delivery, customer wait time, or order processing time. Benchmark the best practices for each service are being measured, such as wait time or order delivery.
  • Employee selection, job design, and training are absolutely crucial to building customer satisfaction and service quality. Structure the job of service workers to maximize their ability to respond quickly and competently to customer needs. Also, train service personnel in areas of service delivery and attitude. Role play different service scenarios, showing various service recovery strategies. Provide service workers with some basic tools to help control service quality variation and uncover service problems.
  • Reward total quality efforts in marketing. Look for opportunities to reinforce quality behaviors when they occur. Employees should be rewarded ob the basis of these behaviors (commitment, effort) rather than strictly on outcomes, such as sales quotas. Rewarding a salesperson for meeting or exceeding quota with a bonus while giving a nominal award such as a pin or plaque to the person who fixes the product or process sends a clear message about the importance of quality.
  • Think of service as a process, not a series of functions. Service quality occurs when the entire service experience is managed and the organization is aligned to respond accordingly.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Deming’s 14 Obligations


Many people helped develop quality management, and some of the early ones are called the ‘quality gurus.’ Perhaps Edwards Deming was one of the best known. He did a lot to publicize TQM. But was concerned that organizations did not get the benefits they expected. To help them on the way, he compiled a list of guidelines called his ’14 obligations.’ They are:

  1. Create constancy of purpose towards product quality.
  2. Adapt the new philosophy of higher quality, refusing to accept customary levels of defects and errors.
  3. Stop depending on mass inspection, build quality into your product.
  4. Don’t award business on the basis of price only – reduce the number of of suppliers and insist on meaningful measures of quality.
  5. Develop programs for continuous improvement of your products and processes.
  6. Train all your employees.
  7. Focus supervision on helping employees to do a better job.
  8. Drive out fear by encouraging two-way communication.
  9. Break down barriers between departments and encourage problem solving through teamwork.
  10. Don’t use posters and slogans that demand improvements without saying how to achieve them.
  11. Eliminate arbitrary quotes and targets that interfere with quality.
  12. Remove barriers that stop people having pride in their work.
  13. Have programs for lifelong education, training and self-improvement.
  14. Put everyone to work on implementing these 14 points.

Deming’s 14 points are not a program that has fixed duration, but the give a new way of thinking in your organization. They are certainly not the only possible view, but they do give some useful guidelines.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, www.youtube.com/asifjmir, Line of Sight

Supplier Partnership


An organization spends a substantial portion of every sales on the purchase of raw materials, components, and services. Therefore, supplier quality can substantially affect the overall cost of a product or service. One of the keys to obtaining high-quality products and services is for the customer to work with suppliers in a partnering atmosphere to achieve the same quality level as attained within the organization.

Customers and suppliers have the same goal—to satisfy the end user. The better the supplier’s quality, the better the supplier’s long-term position, because the customer will have better quality. Because both the customer and the supplier have limited resources, they must work together as partners to maximize their return on investment.

There have been a number of forces that have changed supplier reltions. Prior to the 1980s, procurement divisions were typically based on price, thereby awarding contracts to the lowest bidder. As a result, quality and timely delivery were sacrificed. It is stopped because price has no basis without quality. In addition, single suppliers for each item help develop a long-term relationship of loyalty and trust. These actions will lead to improved products and services.

Another factor changing supplier relations was the introduction of the just-in-time (JIT) concept. It calls for raw materials and components to reach the production operation in small quantities when they are needed and not before. The benefit of JIT is that inventory-related costs are kept to a minimum. Procurement lots are small and delivery is frequent. As a result, the supplier will have many more process setups, thus becoming a JIT organization itself. The supplier must drastically reduce setup time or its costs will increase. Because there is little or no inventory, the quality of incoming materials must be very good or the production line will be shut down. To be successful, JIT requires exceptional quality and reduced setup times.

The practice of continuous process improvement has also caused many suppliers to develop partnerships with their customers.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight