Customer Centric Quality

1 week ago


Noida Uttar Pradesh India, Ghaziabad Havells India Ltd Full time
  • 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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