Business strategy & deployment | Business relationships management | Client management | Customer satisfaction | Team management | Business targets achievement | MIS Reporting | Process Operations• Responsible for dealer improvement activities, gauging customer satisfaction post dealer services, conducting customer satisfaction surveys, evaluating improvements, developing service processes (SOP) for entire PAN India dealer network, also managing dealer audits / reviews to check conformance at dealer end• Involved in strategic planning for dealer improvement; synchronization with top management & strategic planning at HO level (IBM, BPRM); coordinated with field service for corporate client problem resolution.• Involved in preparing presentations for Global Meets (SMM, JIKON, ADC)

Market problem analysis | Quality improvement activities | Problem resolution | Target setting | KRA setting | Training and development | New Model execution | ARAI compliance | Quality assurance & analysis | Warranty cost calculations & monitoring | Data analysis and interpretation• Updating and tracking problems on Honda Global On-line System.• Interacted with Production, Supplier, R&D for corrective/preventive measures for quality problems, facilitated technical support to address market problems / customer complaints• Interfaced with Japan/ Thai Analysis to escalate India-specific/ complex problems, conducted dealer visit / supplier visit/ process audits to understand & solve quality problems• Managed improvements in new/major model changes-corrective & preventive measures; tested vehicle components through endurance & performance (on road) tests; performed caravan testing for new model before launch in the Indian market• Generated plans and coordinated for the technical support needed for various activities during various stages of introduction of new models• Managed monthly warranty MIS monitoring – warranty no. /cost, worst supplier, occur ratio, worst problems and reflection at design / process / supplier ends• Special Monitoring on Worst-30 problems, warranty claim reduction – action plan & support for problem resolution• Effectively coordination with service, marketing for campaign, product-up-date; warranty no. and cost target setting for upcoming MMC/FMC or new models.• Managed IQS result analysis to understand customer problems / concerns & PP100 reduction through JDP IQS Worst themes analysis + Interlinking with Warranty Failures; action plan development with problem breakdown to design, prod. process, supplier & service• Conducted In-House IQS under the guidelines of JD Power IQS & coordinating with mfg. for countermeasures; also conducted product quality surveys in market along with service, to gauge customer expectations.