TATA Motors Ltd
Company: TATA Motors Ltd,
Company Description: TATA Motors is one of the world's largest automobile manufacturer with a revenue of $27 Billion. It is a fortune 500 company, having manuf'g base in 17 countries and is listed on New York Stock Exchange. It has acquired international brands like Jaguar & Land Rover, Daewoo, Hispano, Marcopolo. Its 25000 staff & 3500 Dealers have a vision to be best in operations, Products & Value systems
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
Nomination Title: Shridhar Joshi, Vice President Customer Service.
Tell the story about what this nominee achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Shridhar Joshi has a proven track record of leading various divisions
successfully. Right from setting up a world class metrology section to setting
up a state-of-art engine testing facility, Joshi's achievements have been
extraordinary. The most challenging feat was when he joined customer service
team in 2008 & thereon led the team to realise that customer service is both an
outcome & a profit strategy.
The leadership journey began with the creation of “House of Quality” in the
ongoing pursuit of service excellence, which emphasized a alignment between
passion & process. Under Joshi’s leadership, the team has demonstrated a renewed
commitment towards customers, supporting in every possible way by implementing
many innovative initiatives.
Some of the significant achievements of 2010-11 are,
• Negotiated an exclusive contract with an outsourced call centre for 6
customer service processes.
• Launched “TATA Connect” a 24x7x365 support helpline for channel
partners.
• Launched “TATA Alert” a 24x7x365 road side breakdown assistance for
vehicles. 100% Vehicles attended within timeframe with no penalty.
• Set-up system of “Automated SMS” to field teams for minimizing response
time. Average complaint resolution time has reduced by 70%.
• Hosted numerous customer meets, technical seminars, service campaigns.
• Formed “Customer Panels” to understand & invite market feedback.
• Established a web of revolutionary ideas in customer care & successfully
regained lost customers.
• Started annual event “National Customer Care Day”, a first ever in the
history of TATA Motors.
• Created a world class service training centre with state of art
facilities for training on automobile maintenance & repair.
• Introduced “e-Learning”, a first ever, on-line & anytime-anywhere
learning.
• Developed a unique training program jointly with Management Institutes
for developing skilled workforce to support network expansion program.
• Expanded dealer network by 17% in domestic & 15% internationally.
• Initiated ISO 9001:2008 certification for channel partners to ensure
uniform system at all customer touch points.
• To support the 6 million TATA vehicles on roads, a “Driver Training”
program was developed & 5 driving training institutes were set-up.
• Negotiated a win-win contract with lubricant suppliers for royalty
payments against consumption on TATA Vehicles. Generated revenue of $44 million.
• Set-up an ‘Aggregate Reconditioning Facility” to lower the repair cost
and also increase market share.
• Enhanced customer satisfaction Index to 94% from earlier 90%
• Turnaround the AMC business with a 138% profits.
• $374 million revenue generated thru customer service operation. A 40%
rise y.o.y.
• 30% increase in Channel partner’s earnings, amounting to $274 million
• Published 2 books “Workshop Modernization”, “Green Drive” and presented
papers on ‘Globalization-&-Localization” & “Global Auto Scenario” at the
Washington Accord.
These bouquet of offerings have increased the Confidence of the customers and we
believe this “Circle of Confidence” shall increase along the journey with our
customers.
Accolades aside, the improvements are most noticeable in the annual surveys,
post-service feedbacks & appreciation showered by customers.
With Joshi as leader of Customer Service, TATA Motors has truly embarked on its
futuristic journey & is ready to scale new heights in Customer Satisfaction.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.tatamotors.com
http://http://cvglobal.tatamotors.com/
http://www.deccanherald.com/content/205007/tata-motors-customer-support
http://www.buscoachindia.com/news.php?id=12
http://www.hindu.com/2011/03/23/stories/2011032359860600.htm
http://www.businesstoday.lk/article.php?article=3447
http://www.newstoday.com.bd/?option=details&news_id=12811&date=2010-11-16
http://newagebd.com/newspaper1/archive_details.php?arcid=41300
http://72.78.249.126/SakaalTimesBeta/20110104/5630367679053413362.htm
http://en.wikipedia.org/wiki/Tata_Motors
http://www.goldenpeacockawards.com/past-winners/national-training-award-gpnta
http://www.csia.com.au/?page_id=1280
Provide a brief (up to 100 words) biography about the nominee:
As Vice-President Customer Service, Joshi is responsible for Field Service,
Spare Parts, AMC, Recon, Network expansion and Training, for both Domestic &
International Operations.
A Mechanical Engineer by Profession, he joined TATA Motors in 1975 and has led
many important division.
Joshi’s pace for innovative Customer service have yielded remarkable
business results and has helped to regain lost customers.
Joshi has represented TATA Motors & Govt of India at National & International
levels. He has spearheaded in winning 12 competitive awards & various
recognition for the organisation this year.
An avid fan of cricket & soccer, he enjoys adventure sports and creative
writing.