Customer Centric Quality - Sr. Manager/AGMHavells India Ltd • Noida, Uttar Pradesh, India

Customer Centric Quality - Sr. Manager / AGM

Havells India Ltd • Noida, Uttar Pradesh, India

4 days ago

Job description

Voice-of-Customer System : Capture VOC , Deploy real-time VOC dashboards (Medallia + field returns); improve MTBF, MTTF for top complaints

Develop Field Quality Command Center : Bring visibility to customer concerns at plant level, monitoring effectiveness of closed issues; lead 8D for critical issues , FRACAS monitoring

Warranty Optimization : Reduce warranty cost and defects, monitor issue closure and effectiveness & predictive analytics (Python + Tableau, Weibull) for plants and FG suppliers.

Review mechanism : Chair reviews with multiple plants, R&D, Service; align on CTQ flow-down from VOC to design FMEAs. Update to senior management with analytics

Zero-Recall Culture : Monitor no fault forward culture , review poka-yoke , built in quality; target zero safety recalls, Zero DOA.

Team & Metrics : Coordinate with multiple plants drive KPIs : Cost of poor Quality, Part return, Defect on arrival, Social media ratings, develop strategy for customer delight

Customer connect : Conduct customer surveys to capture early warning signals and identify improvement opportunities.

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Quality • Noida, Uttar Pradesh, India