Customer satisfaction & business excellence sdm college-4th june 2012

Customer satisfaction & business excellence sdm college-4th june 2012

• 1.
  CUSTOMER SATISFACTION & BUSINESS EXCELLENCE A.N.Chandramouli ( MD Of Starrag India) SDM 4th June 2012 Berthiez Dörries Droop+Rein Heckert Scharmann Starrag SIP TTL WMW
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  MBA PROGRAM OBJECTIVES( my views) 1. HOLISTIC KNOWLEDGE of GENERAL MANAGEMENT  Cross functional perspectives  Organisational Development  Strategic Perspectives 2. STRATEGIC ANALYSIS for DECISION MAKING of CORPORATIONS  Competitive advantage theory  Longterm business perspective  Resource Fit to company mission 3. CUSTOMER SATISFACTION & BUSINESS EXCELLENCE  Customer delight criteria in modern business  Balanced approach to management issues  Operational improvement is a way of life 2
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  THE THREE GOALSOF MANUFACTURING-QDC Customer expectation is three fold: QDC  QUALITY QUALITY-Better  DELIVERY  COST firm Customer is satisfied customer The Firm’s response should be: BFC  BETTER DELIVERY - COST-  FASTER  CHEAPER Faster Cheaper Firm develops competitive advantage 3
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  “BUILDING A CHAINOF CUSTOMERS” Business enterprise is a chain of customers  DESIGN TO SERVICE Integration of operational excellence to strategic goals of a business enterprise QDC QDC Design &Dev Supply QDC Chain Sales& Service 4
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  QDC DEFINITIONS &CONCEPTS QUALITY( Phil Crosby)  It is “conformance to customers requirements” QUALITY-Better  Its target is “zero defect”  Its measure is “cost of nonconformance”  Its system is “prevention” firm DELIVERY( Ohno-TPS) CUSTOMER  Meeting the promised time  Delivering by expected time  Crashing leadtimes & cycletimes  Meeting schedules COST( Porter) DELIVERY- COST-  Value derived by customer Faster Cheaper  Driver of Competitive advantage  Nonvalue adding activities(NVA)-Waste 5
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  EXCELLENCE IN EFFECTIVENESS& EFFICIENCY-EEE & QDC EFFECTIVENESS-Q &D  Fulfillment of External purpose of the Q&D C firm  Do the right things EFFICIENCY-C  Internal purpose of the firm  Do things right EFFICIENCY EFFECTIVENESS  Resource deployment FIRM’S GOALS  Resource Utilisation CUSTOMER GOALS EEE measures Business as well as Operational Excellence Balancing Act Of QD &C 6
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  COMPETITIVE STRATEGIES ANDQDC DIVERSIFIED FOCUSSED Unique and Intense Q &D performance leads to Differentiation strategy DIFFERENTIATION STRATEGY Unique and Intense Cost Leadership Strategy C performance leads to COST LEADERSHIP STRATEGY 7
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  IMPROVEMENT ;INTERNAL CONSISTENCY Improveover time Mutual Forces &  Firm’s own past record Stress at Nodal points Improve over space  Competitive benchmark  Leadtime reduction  Waste Reduction  Quality improvement All three can go hand in hand Stress at nodes can be relieved through Kaizen 8
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  World Class Manufacturing& QDC QUALITY  QA,TQC,TQM, ISO  ZD,COQ,PDCA, 6σ DELIVERY  SCM, ERP  CELL, JIT,KANBAN COST  5S,VE,WoW  Value Chain, Cost drivers  TCM,LEAN,TPM UMBRELLA OF WCM 9
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  JIT, CELL MFG& QDC 3 JIT CONCEPTS  PULL: Kanban  SMALL LOTSIZE: Single Pc Flow  FLOW: No online buffers 3 CELL benefits  Q: Dynamic & Autonomous quality correction  D: Shorter throughputs  C: Lower rework, Higher productivity CELL MFG 10
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  KAIZEN( Improvement) &QDC QUALITY-MURA Man Machine Material Method DELIVERY-MURI COST-MUDA 4Mx3mu=12 point improvement opportunity 11
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  WHY MFG EXCELLENCELEADS TO BUSINESS EXCELLENCE? 1. TO ESTABLISH THE LINK BETWEEN OPERATIONAL EXCELLENCE AND CUSTOMER SATISFACTION & COMPETITIVE ADVANTAGE 2. TO ESTABLISH THE UNIVERSAL NATURE OF THE VARIOUS WORLD CLASS MANUFACTURING PRACTICES FOR VARYING INDUSTRY NEEDS 3. TO EMPHASISE HOW BEST PRACTICES CAN BE SUSTAINED THROUGH EMPLOYEE INVOLVEMENT ACROSS FUNCTIONS MANUFACTURING BUSINESS EXCELLENCE EXCELLENCE 12
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  MBA PROGRAM OBJECTIVES( my views) 1. HOLISTIC KNOWLEDGE of GENERAL MANAGEMENT  Cross functional perspectives  Organisational Development  Leadership Perspectives 2. STRATEGIC ANALYSIS for DECISION MAKING of CORPORATIONS  Competitive advantage theory  Longterm business perspective  Resource Fit to company mission 3. CUSTOMER SATISFACTION & BUSINESS EXCELLENCE  Customer delight criteria in modern business  Balanced approach to management issues  Operational improvement & Leadership 13
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  Thank you 14