Customer Centric Quality - Sr. Manager/AGMHavells India Ltd • India
Customer Centric Quality - Sr. Manager / AGM
Havells India Ltd • India
2 days ago
Job descriptionVoice-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 • India
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