Post on 31-Mar-2015
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 031
CDS&S - A……...
……..Company
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 032
ProfileWholly owned subsidiary
of
Cummins India Limited
Incorporated
in 1952
MandateResponsible for
After-Market Support
for Cummins Products
in India, Nepal and Bhutan
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 033
Vision & Mission
VisionMaking people’s lives better by unleashing
the Power of CumminsMission
Motivating people to act like owners working together; Exceeding customer expectations by always being first
to market with the best products; Partnering with our customers to make sure they
succeed; Demanding that everything we do leads to a cleaner,
healthier, safer environment; Creating wealth for our stakeholders.
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 034
1952 - Incorporation at Calcutta
1967 - Acquisition by then Kirloskar Cummins Limited and shifted
to pune
1970 - Establishment of Countrywide Service Netwrok
1976 - Inception of a Service Training School at Pune.
- Network expansion - regional and District Office set up
throughout India
1977 - Network expansion- Additional Dealerships.
1978 - Full scale operations of the Service Center at Pune.
- Depots opened at seven (7) strategic locations throughout
India.
- Introduced service quality responsiveness measure -
Mean Time to Restore - MTTR
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 035
1979 - Implementation of Recon Exchange Program -
reconditioned engine/ component against old acceptable
core.
1981 - Network expansion - Dealer Network reaches 93 locations /
Centres.
1982 - Successful completion of 30 years of association with
Cummins Engine Company , USA
1983 - Network Expansion - establishment of Area Service Offices.
1989 - Sales Turnover crosses Rs 1000 Million.
1993 - Network Expansion - Creation of 5 Zonal Offices.
1994 - Participation in IDC - 94 and recognition for 42 Years of
association with Cummins Engine Company ,USA
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 036
1994 - Development of Functional Excellence programs for
Dealerships, Depots and Dealerships Service Centers.
- Extending HRD training facilities to dealerships.
- Promoting environmental excellence by declaring office
premises all over India as tobacco-free.
1995 - Introduced Parts Delivery Performance measure - First
Pass Fill.
1997 - Valvoline Cummins Joint Venture.
Regional Training Centres at 5 (Five) locations.
Single Point Service Contracts for Gensets.
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 037
1998 - Offering Power Solutions - Genset Hiring.
- Establishment of Regional Service Centre in East Zone
1999 - Another Regional Service Centre in North Zone.
- Rajiv Gandhi National Quality Award in Service Sector- CDS&S Training School recognized as Regional ABO Training Centre- New Growth Projects to provide power solutions to customers.
2000 - Introduction of E-Biz - Relocation of major Stores activities and operation through 3PL. - Telco distributorship at Dhanbad for spare parts
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 038
2000 - Integration of Dealer-Excel and FED completed and new
document called "Dealer Excel – India" released for evaluating
Dealerships.
- MOU with Pennar Chemicals for TotalFinaElf Additives
- Newage Aftermarket support - Training of network on Alternators
/ Gensets and short time Agreement with CGNL.
- MOU with Thermax for Heat Recovery system marketing.
- First Six Sigma project for CDS&S on Stores Operation
(Green Belt) completed.
- Transition of CDS&S “Power Solutions” business to CPSL.
- Established Cummins Auto Services Ltd. (100% subsidiary of
CDS&S for Automotive After market (Retails, Service Centres,
Truck Stops)
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 039
2001 - Implementation of SCM Initiative
- Network expansion - Creation of 10 Zonal Offices.
- MOU with GERB for AV Mounts
- MOU with Alfa Tech for Anti Rust.
2002 - 50 years (Golden Jubilee) of association with
Cummins USA
- Network expansion - Creation of ZO Baroda.
- MOU with Amara Raja Batteries.
- MOU with Coil Company for Coil Coolers
- MOU with Lister Pitter
- MOU with Upfit Centre for R&R
- MOU with Simpson for X series (50, 20 and 25 kVA)
Landmarks
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0310
This is CDS&S
• People 404 • Business USD 72.60 Million
(Rs. 363 Crores)
• Dealers 86
• Engineers 1600
To support 100,000+ engines in the field with 40,000 Customers(Conversion Factor 1 USD = Rs 50 - 20.01.03)
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0311
215 People CIL CIL CIL CIL CIL Turnover
CIL2143 People
After Market
• R&R• Marketing• OEM Support • Parts Support• Service Support• Logistic Support
TurnoverCIL - Rs 741 Crores CDSS - 363 Crores
Employees / Responsibilities - CIL / CDSS
CDS&S217 People
Production
187 People + 86 Dealers
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0312
Parts + Service + R&R
363
116
299
289
253
331
141 15
9 188 20
3 225 25
10
50
100
150
200
250
300
350
400
91-92 92-93 93-94 94-95 95-96 96-97 97-98 98-99 99-00 00-01 01-02 2002
Parts + Service + R&R
Business Performance
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0313
Organisation Structure
HeadLegal & SecretarialSANJAY JAGTAP
HeadInformation TechnologySURESH V KULKARNI
HeadDistribution Strategy &Dealer Development SHYAM SESHADRI
HeadFinance
G.M.CHINCHWADKAR
HeadHuman Resources
UMESH JOSHI
Business DevelopmentManager
DEBASHISH DAS
VP OperationsSUNDAR PARTHASARTHY
ADMINISTRATIVE ASST.PRASHANT POTDAR
MANAGING DIRECTORANANT J. TALAULICAR
HeadSpecial Projects
PRABHA SHANKAR
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0314
Organisation Structure
HeadReCon Operations
GIRISH DEO
HeadParts & SCM
SAMPAT HARPALE
GMSales & Marketing,
Recon, Repair &Replacement SANJAY TANDON
HeadCustomer Support &
Service V NAGESHWARAN
Zonal Manager - HyderabadVivek N Deshmukh
Zonal Manager - BarodaS D KARNIK
Zonal Manager - BangaloreS K SEHIGAL
Zonal Manager - ChennaiR P DAS
Zonal Manager - New DelhiTIKENDRA S RITHAL
Zonal Manager - KolkataKAMAL K BHOWMICK
Zonal Manager - JaipurMADHUKAR G PAWAR
Zonal Manager - MumbaiSUNIL G BATHE
Zonal Manager - LucknowASHOK KUMAR SHARMA
REGIONAL MANAGER, RANCHI
JAIRAJ VORA
Zonal Manager - RaipurREWATI KAUL
VP OperationsSundar Parthasrthy
Zonal Manager - RanchiJAIRAJ R VORA
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0315
…… and growing @ 10,000 every year
Markets we support
G DRIVE56%
LOCO2%
CONST
33%INDUS
2%COMP
5%MARINE
2%
100,000 PLUS ENGINES…...
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0316
Customer Support through …..
Parts and Power Solutions
- Cummins engines - Indigenous & Imported
- Tata Cummins, Holset spares
- CG Newage (Stamford) alternator spares
- GERB AV mounts
- Batteries
- Coil Coolers
- Additives
- Acoustic Enclosure
- Head Recovery System
- LDO Kits
- Upgrade kits
- Anti Rust / MMT
- Centrifuge
- Valvoline Cummins Lubricants
CDS&S Activities
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0317
Customer Support through …..
Product Service
- Installation and Commissioning
- Warranty Service
- Mobile QuickServe
- Engine Health Check with Data Logger
- Doorstep Service
- Scheduled Maintenance services - Engine & Alternators
- Testing of electrical and electronic components
- Lub oil and coolant testing
- Calibration of Gauges and tools
- Toll Free from 60 locations
- Fixed engine ownership
CDS&S Activities
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0318
Customer Support through …..
Service Contracts - Engine Annual Maintenance Contracts
- Single Point Contracts for DG sets
- Customised O & M Contracts for DG
- Comprehensive Service Contract
- O & M contracts for Construction and Industrial
Equipment along with OEs ReCon and Job work
- ReCon engines and components on exchange and sale
- Estimate based repairs of components & overhauling
- Fuel Pump & Injector calibration
- Repairs of Alternators
- Repairs of electrical accessories - starters & alternators
- Swing engines
CDS&S Activities
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0319
Customer Support through …..
Training - Customers (on site and at Pune)
- Dealers (technical & Soft skills)
Information Support
Equipment Support Alliances
- CG Newage - Alternator
- Telcon
- BEML (World Bank Contracts)
- H. M.
Repower and Replacement
CDS&S Activities
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0320
Network
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Amritsar
BBhhiiwwaaddii
Bhilai
JJoorrhhaatt
TTiinnssuukkiiaa
CDSS Office Dealer Office
Dealer Branch office
CDSS Depot
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• Zonal Offices11
• Area Service Offices16
• Dealers86
• Dealer outlets + branches213
• Dealers with S/C45
• Regional S/C2
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0321
Network ReachNetwork Reach
Service Dealers also at locations like
• Andaman , Nicobar & Lakshadweep Islands• North East Sector• Nepal • Bhutan
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0322
Variety of Products
• To cater 17 Engine Series, Over 30 basic engine models 400 different applications
• Current transactions• 42,267 Shipments• 2,74,614 Line items• 47,16,243 Qty
• Lube oil / Coolants
• Acoustic Enclosures / DM Plants / Heat Recovery Systems
• Special repair / diagnostic Tools
• Electrical / Electronic / Software items
• Accessories / Peripherals
• Training Aids - Literature, Cut models
Parts SupportParts Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0323
• Engine Down Order - Warranty 08 Hrs
• Quick Serve Shipments 24 Hrs
• A&C Parts 48 Hrs (Replenishment)
• B&D Parts 7 Days
Criticality of Shipments
Parts SupportParts Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0325
Improvement Projects : • Common Dealer Business System Software• Depot Connectivity• First Pass Fill 85% (within 7 days)• Six Sigma Green Belt Project on Stores operational process• Supply Chain Management •Transportation Strategy • Six Sigma for Inventory Reduction and Stores Accuracy.
• Packaging
• Unitized Packaging• Bar coding• Automated Storage and Retrieval System
• Parts Branding • Integration of Channel Inventory
Parts SupportParts Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0326
• GIEA (Global Integrated Enterprise-wide Application) implemented
• CIL / CDSS Web Site : http//www.cumminsindia.com
• E-Commerce
• Order registration from Dealerships directly into our main frame system - 100% active Dealerships on line.
• Daily Parts Dispatch information on Web to all dealers
• Electronic transfer of dispatch data from suppliers • Communication through Lotus Notes
• Working towards common data base of channel inventory - Dealers
Information Systems
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0327
Effective Systems
MTTR : Max Time To Restore the engine
Scope : All failures on Engines Under Warranty
Categories - A : Restoring of Inoperative Engines Target - Within 15 Hours by year end B : Restoring of Engines running with
problems Target - Within 22 Hours
CCRI : Customer Complaint Resolution Index
All complaints from customers are tracked till resolution
CCRI Target - Complaints resolved = > 0.96Complaints Received
Maximum Resolution Days = 3 Days
Service SupportService Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0328
Customer Assistance Cell
MissionTo help our Customers be successful by providing effortless
access to Cummins, ensuring every inquiry and concern is resolvedimmediately, and championing change within Cummins on behalf
of the customer.
ScopeParts Assistance Technical Information & Service Assistance
Training & LiteratureService Network
More than 80 % Calls are answered on Line
Dial 020 5436680 FAX 020 5445916
e-mail : powermaster@kcl.cummins.com
Service SupportService Support
TOLL FREE NUMBER1-600-332000
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0329
24 Hours Contact Facility
Objective
To improve response time to Customer’s complaints, as well as provide services closer to the customers.
Implementation
• Total 40 Dealers are providing 12 Hours service support
• Tasks for Response / Resolution time established
• Performance being monitored monthly
• 24 Hrs Tele - Contact Directory has been published with locations,
Telephone / Fax / Cell phone / Pager numbers
Customer SupportCustomer Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0330
Mobile QuickServe
Customer Requirements• Increased Uptime • An ability to plan • Reliable service• Technical Expertise
Core Concept
• Technical Expertise• 1 Hour Diagnosis - guaranteed• Immediate communication of diagnosis / options• Fast turn around for type A repairs : 4 hour repairs completed in • less than 6 hours• Promised delivery (24 hours) for longer repairs• Technicians listen to customers and make commitments
Implemented with 86 Dealers
Service SupportService Support
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0332
ReCon OperationsReCon Operations
ActivitiesActivities
• ReCon Exchange of all Cummins Engines & Component
• Overhauling of all Cummins Engines
• Repair of all Cummins engine components
• Support to Water Drilling Rigs ( Engines )
• Support to New Products
• Availability of swing engines
Decentralization of Recon Activities
• Closer to Customers, Shorter lead time
• Quality repairs & Warranty back up nearer to customers
• Regional Service Centres functional at North & East Zones
• Plan to establish one regional service centre in South Zone
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0333
•
Training• Recognised as ABO training Centre. •Training
• For Service Engineers
• Head Office - 1 Year in-plant training• Zonal Training Centres in every zone (5 Nos.)• Engineer Certification through Exams • For Customers • Head Office - Round the year ( Languages English / Hindi )
• Zones - by - Area Training Manager
at - Customers sites
in - Vernacular languages
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0334
Documented requirements
• Continuously upgraded
• Annually audited
• Improvements implemented
• Recognized / Rewarded for Excellence
….. through ‘Dealer Excel - India’• Implementation of ‘Dealer Score Card’
Dealership Operations
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0335
- Internal Survey
• Regular Survey through Questionnaire or Interview
• Improvement Projects for Corrective Action
- External Survey
• Regular Survey through Independent Professional Agency
• Improvement projects undertaken on Survey findings.
Revisit the customer through Repeat Survey.
Customer Satisfaction Survey
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0336
Power Solutions
Lubricating Oil
• Joint venture between CDSS & Valvoline, USA
• Specially blended lube oils for Cummins Engines
• Fully meeting Cummins specs
• Available through CDSS Dealerships
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0337
Acoustic Enclosures
• Noise pollution - a health hazard
• Sound attenuation - now a mandatory requirement
• Cummins provides
• Acoustic Enclosures for existing DG Sets
• Covers entire range - 15 kVA to 2500 kVA
• Stand alone Enclosures - can be
installed without major modification
• Noise suppression upto 30 dBA
Power Solutions
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0338
Heat Recovery Systems
• Recover the Waste Exhaust heat energy for productive purpose
• Heat Recovery systems for existing DG sets in the range of 750 KVA to 2000 KVA DG Sets for both IBRA and 180 KVA to 750 KVA for non IBRA systems
• Steam and Hot water as per customer specifications and requirements
• Exhaust gas utilization for Chiller / Air conditioning / process heating / process cooling
Power Solutions
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0339
Strategic Tie - Ups
Product Tie Up with Nature • Lubricants Valvoline Inc. JV• Automotive Spares Tata Cummins Ltd. Distributor
Telco Distributor• Turbochargers Holset Distributor• Filters (Automotive) Fleetguard Marketing• Fuel Injection Pumps Motorpal Marketing• Acoustic Enclosures Jackson Engineers Marketing• Heat Recovery Systems Thermax/Unidyne Marketing• Additives Pennar Chemicals Ltd. Dist / Mktg• AV Mounts Gerb Vibration Control Dist / Mktg• Surface treatment for Rust AlfaTech Force Dist / Mktg• Batteries Amara Raja Batteries Dist / Mktg• Coil Coolers Coil Company Dist / Mktg• Engine parts Lister Pitter Dist / Mktg• Engine parts Simpson Dist / Mktg
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0342
Reward and Recognition
• Dealers - • Dealer EXCEL• Functional Excellence of Service Centre• Functional Excellence of Depot operation
• Long association
• Maximum Parts Sales
• Optimum Growth rate on Parts Sales
• Dealer Employee Performance Award- Customer Champion Award
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0343
PeopleEffective Employees - Health Awareness• Yoga Activities• Window to the World - Lectures by Doctors and
prominent personalities • Living Healthy & Happy Life • Diabetes• Heart Diseases - Preventive life style• Healthy Life Style - Can it be made easy • Diet & Health• Acidity and Stomach Problems• High Blood Pressure and todays’s life style• Stay Fit and be Happy• Globalization and its impact• How to manage personal finance• Experience of successful personnel from various fields eg
Public Service………...….. And many more.
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0344
Challenges
• Sharpest industrial slow down / adverse economic factors / WTO
• Unprecedented increase in HSD rates making it uneconomical
• Ban on DG / drilling operations
• Cummins suppliers / exporters selling in after-market
requirements
• Maintaining sustained growth
• Implementation of Service Guarantee to customer
• Attaining PBIT target on R&R business
• Continuous devaluation of Rupee vis-à-vis Dollar
• Dealerships viability
• O&M Contracts
Cummins Diesel Sales and Service (India) Limited CDSS/Nov 0345
ThanksThanks
Updated as on 03.05.2002