business excellence and innovation
TRANSCRIPT
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INNOVATION EXCELLENCE
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Winner of Forresters 2011 Voice Of
The Customer Award-1
Solicited Surveys: The JetBlue Post-Flight, Customer ExperienceSurvey
Unsolicited email feedback-SpeakUp
Call center feedback
Social media feedback
Website feedback
Key Differentiator : Variety of listening posts used to gather customer feedbackallof which are integrated to provide a holistic VoC perspective, and actionable insights.
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Emphasis onservice &
communication
training
Led to 3%increase in JFKNPS Y-o-Y
Adjustingschedules, reducing
aircraft swaps, andother changes
A 7%improvementin on-time and
7% in NPS
Flight Attendanthelpfulness is one of thekey drivers of NPS
A robust closed loopfeedback program wasput in place to provide
flight attendants withdirect customer feedbackabout their performance
Compliment tocomplaint ratiohas improved300%
Winner of Forresters 2011 Voice Of
The Customer Award-2
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Use of Lean Principles in India
Adaptive Companies Infosys BPO
Creative Companies
TERIIndias first smart Energy Grid
Globalization and Awareness
L&T
Competition and Customer
Ador Welding, Mumbai
Suppliers/Vendors/Logistics
Apollo Tyres, Bajaj Auto
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Initiate
Define
Baseline
Design
ConstructImplement
Control
Close
Iteration
General Framework for Lean
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Process Mapping & Process Control
Mahindra Tractor Sona Koyo Steering
Undisputed leader of the Indian Tractor
Market
Among the top Three players in the
Global market (John deer, New Holland)
Deming Award-2003
Japan Quality Medal-2007
Flagship company of Sona Group
4th largest steering system provider in
Europe
Deming Award-2003
Manufacturing Excellence Award by
Frost & Sullivan
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GOAL OF DEMING PRIZE
Deming Prize
5S, Kaizen, PokaYoke, Delphi
Technique, Waste
Removing
ProcessMapping-
Process Ownerto Update same
Six SigmaTraining
Three Different Assembly
Lines for Three Different
Models of Transmission at
Three different places in
Plant
Three Processes of three
models were Mapped
Saving of space in plant,
Saving in Manpower,
Facilities & productionincreased to 50per shift
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Process Sustainability
Control
Charts
NABL
certification
Quality Policy-
Commitment to
Defect prevention
& Continuous
improvement
Service for all
suppliers throughNABL labor
Pareto &
Histogram,
Cause & Effect
Diagram
Engines are Assembled on Hi Tech
J-bar Engine Facility with Moisture &
temperature controlled Conditions
Highly flexible Tractor Assembly lines
capable of different tractor models
simultaneously for Assembly processunder control
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Do you recollect these?
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One Word : When you recollect these brands
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What is Innovation?
"When all think alike, then no oneis thinking."Walt Disney.
Innovation distinguishes between aleader and a follower.- Steve
Jobs. The world leaders in innovation and
creativity will also be world leadersin everything else. - Peter Drucker.
Creativity is thinking up new things.Innovation is doing new things. ~Albert Einstein.
http://c/Users/NIKHIL/Desktop/Operations%20round%20table/The%20Innovative%20Culture%20of%203M.wmv -
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80,000 employees; 55000< products; 60