The Quality Series

Bombay Hospital in India

Indian hospital utilizes cutting edge quality management techniques to bring much needed services to the poor

HospitalThe Hospital has nearly doubled in capacity, going from 440 beds to 830.
Private entities can play a starring role in the health of a country’s economy, as well as its citizenry. One such private medical institution is Bombay Hospital Institute of Medical Sciences - Mumbai (BHIMS), more commonly referred to as Bombay Hospital and Medical Research Centre. Over the years, it has become a leader in Indian healthcare, serving individuals across a wide range of socioeconomic backgrounds. It helps alleviate the gap of poor quality public healthcare and makes private hospital quality care available to the public.
The Centre is located in the city of Mumbai, India (formerly Bombay until 1995), situated in the Indian state of Maharastra.  A large, bustling metropolis, Mumbai is the second most populated metro area in the country. In 2009, it was named an alpha city of the world, meaning it is an important node in the global socioeconomic system. Furthermore, Mumbai is the commercial, financial, and entertainment hub of India, the world's most populous democracy and the second most populous country in the world with over 1.2 billion citizens. 
India is also the world's seventh largest economy by nominal GDP and ranks third in purchasing power parity (PPP). Since 1991, it has been one of the fast growing economies. In spite of the rapid growth, India still faces many obstacles – corruption, poverty, malnutrition, terrorism, and inadequate public healthcare. 
Mumbai is a city with a long and rich medical history. Medical practice has been a key component of the Indian economy for years.  Because of this, India has invested a lot of resources in improving healthcare in order to improve the quality of life in the country.  Over the years, Mumbai has seen a rise in the number of private hospitals; public facilities often lack quality and fail to meet international quality standards. 

Charity is at the root of Bombay Hospital’s creation. The Centre strives to provide the best care in the most efficient time frame for the lowest cost possible, and is a leader in delivering both.  Its late founder, Shri Rameshwardasji Birla, created the hospital in 1952 under the principle “to render the same level of service to the poor that the rich would get in a good hospital.”

Today, the hospital upholds this ideal. It provides free treatments to over 100,000 patients every year; 33% of treated patients only need to pay for consumables and medicines while in the general ward. The hospital has grown from 440 beds to 830 beds. Annually, over 1 million patients receive first class treatment at the Centre, and it continues to be a safe space for patients seeking excellent care.  BHIMS is a leader in building trust with patients.

Quality management is a concept that has been embraced at Bombay Hospital. Since its inception, its mantra has been the “pursuit of excellence and trust.”  Today, the Bombay Medical Centre instills this idea and promise by offering more than 300 beds for free; another 150 are highly subsidized so patients can seek affordable and excellent care. Today, the Centre’s vision is carried out under the caring eye of Chairman Shri Bharat Kumar Taparia.

The Centre stays up to date with the latest available technology. The PET Scan and 3 Tesla MRI are two of the newest additions.  The Centre is also staffed with experts and rigorously trained personnel, and offers a comprehensive range of medical and surgical facilities to provide any care needed. The hospital's values of trust and excellence have made it a medical hub for people across the country. The Centre also employs a free ODP, where over over 100,000 patients are seen every year. 
The attention to quality and the dedication of the staff at Bombay Hospital has not gone unnoticed.  In recent years, the hospital has won numerous quality and customer care awards, such as the World Quality Commitment (WQC) Award in Paris,  "Asia's fastest growing Health Care Brand" 2014-2015 by World Consulting and Research Corporation, Best Hospital in Non-Metro category-Western Region, in the India Healthcare Awards, the Healthcare Excellence Award for Multi-speciality Hospital in Indore by Worldwide Achievers, and Super Quality Crown of Health Care Assurance for most trusted Health Care Brand of the year by the All India Economy Survey Award Council.
Shri Rameshwardasji Birla founded the hospital in 1952 “to render the same level of service to the poor that the rich would get in a good hospital.”
Another company, Electricity of France (EDF) is a largely owned French power provider. Based in Paris, it’s the largest electricity company in the world. Founded in 1946, it brands itself as the “voice of the future.” The company’s mission is to achieve a low-carbon world.  Similar to Bombay Hospital, EDF implements the highest quality standards in everything, and was formed to support positive efforts to better serve the public. The company is “people-focused”, and continues to respond to the growing demands of safe and affordable power.

In addition, of its 158,000 employees globally, 85% of them completed a training course during the year. EDF delivers “competitive solutions that successfully reconcile economic growth with climate protection.”  Even with the company’s shifts to maintain quality control, EDF won’t risk loosening their strict high quality standards. The company proudly boasts getting it right the first time, every time.


BID is a private and independent organization founded in 1984, whose primary activity is business communication orientated towards quality, excellence and innovation in management. A leader in the broadcasting of Quality Culture, BID recognizes those companies and organizations which lead the most important activities in the business world, and is considered the founding organization in the broadcasting of the Culture of Quality, Excellence and Innovation in 179 countries. The trophy symbolizes a pledge to the principles of Quality Culture. The QC100 Total Quality Management Model, together with the Quality Mix program, media coverage of the convention and its impact on the community and business sector, create an unmatched platform for continuous improvement within the organization and awareness of the achievements of the company at an international level. Awards are given only to those who are committed to improving their Quality Culture based on the principles of the QC100 Total Quality Management Model. Candidates are proposed by the leaders of previously awarded companies who they consider worthy of the award. Especially meritorious candidates may also be nominated. The International BID Quality Award Selection Committee then chooses the winning companies who will receive the award in New York, Paris, Geneva, Frankfurt, Madrid and London.