Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company.

Cummins Diesel Sales and Service (India) Limited CDSS/Nov 031

CDS&S - A……...

……..Company


ProfileWholly owned subsidiary

of

Cummins India Limited

Incorporated

in 1952

MandateResponsible for

After-Market Support

for Cummins Products

in India, Nepal and Bhutan


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.


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


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


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


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


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


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


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)


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


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


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


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


…… and growing @ 10,000 every year

Markets we support

G DRIVE56%

LOCO2%

CONST

33%INDUS

2%COMP

5%MARINE

2%

100,000 PLUS ENGINES…...


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



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



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



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


Network

CChhaannddrraappuurr

Amritsar

BBhhiiwwaaddii

Bhilai

JJoorrhhaatt

TTiinnssuukkiiaa

CDSS Office Dealer Office

Dealer Branch office

CDSS Depot

KKootthhaagguuddeemm

HHuubbllii

• Zonal Offices11

• Area Service Offices16

• Dealers86

• Dealer outlets + branches213

• Dealers with S/C45

• Regional S/C2


Network ReachNetwork Reach

Service Dealers also at locations like

• Andaman , Nicobar & Lakshadweep Islands• North East Sector• Nepal • Bhutan


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


• 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



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



• 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


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


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 : [email protected]


TOLL FREE NUMBER1-600-332000


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


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



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


•

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


Documented requirements

• Continuously upgraded

• Annually audited

• Improvements implemented

• Recognized / Rewarded for Excellence

….. through ‘Dealer Excel - India’• Implementation of ‘Dealer Score Card’

Dealership Operations


- 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


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


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


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


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


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


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.


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


ThanksThanks

Updated as on 03.05.2002

Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company.

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Transcript of Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company.