business excellence and innovation

8/4/2019 Business Excellence and Innovation

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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.


4/13

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


5/13

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


10/13

Do you recollect these?


11/13

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

business excellence and innovation

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