Lead Customer Centricity

• Job Purpose
  

• Standardizing complaint handling process in entire downstream business including plant, marketing, logistics, finance and IT.
• Facilitating plants in timely closure of complaints through data-oriented problem solving and decision making process
• Driving the RCA to prevent the recurrence of issues and MOC to sustain the gain
• Initiate improvement projects focusing on quality improvement with cross-function co-ordination and develop competency
• Improving customer satisfaction score through interaction with external and internal customers and analyzing bottoms up NPS survey and taking actions on that action.
• Organizing Workshops/Training/Process summits and monthly review calls for enabling cross function learning.
• Developing systems (Digital) for quality management and MIS data for downstream quality.
  

Key Result Areas/Accountabilities

Key Result Areas/Accountabilities

Supporting Actions

• Complaint handling SOP standardization and implementation
• Standardization of process for all the plants, marketing and logistic function.
• Implementation of SOP across all functions and providing specific guidance.
• Development of customer grievance management systems across downstream plant.
• Reduction in complaint closing time
• Guiding plant in timely disposition of complaints
• Reviewing with plant/marketing team for timely sales return advise
• Reviewing with plant including logistics and accounts team for timely pickup/credit note generation .
• Monitoring and publishing of the Key KPI’s related to customer satisfaction
• Drive Root cause analysis
• Review and Guide plant team in improving CAPA quality.
• Auditing plant for regular implementation of action plan. Getting the customer feedback through tech rep team to seek feedback and monitor the sustenance.
• Conduct training on Root cause analysis / 8D methodology for competency development and driving culture of continuous improvement
• Mentoring 6 sigma projects. Progress monitoring and support for CI project
• Generate MIS for Downstream Quality
• Gather weekly and monthly quality data, Prepare quality performance report.
• Developing MIS monthly basis for downstream plants.
• Reviewing the performance through various weekly/ monthly call for downstream plants.
• Organizing Workshops/ Trainings/ Summits and monthly call.
• Planning Monthly calls and process summits by coordinating with various stakeholders.
• Coordinate for cross plants/function sharing through monthly calls and process summits.
• Ensure MOM and action plan are implemented
• System implementation
• Standardization and Developing systems (Digital) for quality management for LPA, MOC, NC etc
• Develop Dashboard for monitoring the Quality KPI’s