Unsatisfactory bottom-line performance arises from customer dissatisfaction, substandard quality, high costs, and large cycle times and these problems present as defects in products and services. Companies worldwide have been under the mistaken notion that defects arise for only two reasons: (i) the processes and transactions which produce them are not put together well; and (ii) the processes and transactions are not operated in the best possible manner. However, there is a third factor which is also responsible for defects, and it is the inadequate level of consciousness of individuals who compose the organisation and the corporate level of consciousness (compassion). (Deshpande, 2013) Compassion is generated by the mind but focused outward and is demonstrated in generosity directed toward others. There is an emerging understanding by neuroscientists that emotions are not separate from reason and emotions often enhance reasoning abilities rather than detract from them. “There is strong evidence that higher levels of consciousness, which necessarily equate to higher levels of compassion, reduce defect levels in products and services even where six sigma programs are not in place. It follows therefore that compassion will boost the performance of six sigma programs. The link of compassion with performance presents a huge opportunity for all organizations to improve performance at all levels. That is provided the rational mind can be convinced about the scientific basis of the effort.”

Oct-Dec 2013 issue

4Civility Institute