Puneet Dureja, Senior Vice President - Head Of Service Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

- Build, direct & implement customer service delivery strategy to achieve leadership position- Drive Process Innovation & automation through newer Digital transformation practices & applications- Drive key initiatives & programmes to improve “NPS” - Introduced new approaches to improve service processes, product quality based on market feedback- Drive key Customer experience Indices: Repair Speed, Repeat Repair, C-SAT, Long repair Pending - Identify new opportunities through customer insight, analysing trends & market disruptions to spot newer customer service practices across industry- Drive customer experience surveys, mystery audits, competition benchmarking & market Intelligence- Build culture of service excellence, improve customer loyalty & create service differentiation- Set up governance model for effective review mechanism with management- Dissatisfied customers Recovery programme management- Service cost reduction through structured programme & Initiatives- Spare Parts management- Requirement Planning, Distribution, Warehousing, logistics & Inventory control - Partner (Sales & service) satisfaction Management – Satisfaction, Customer service perception- Service Planning – Service Network management, Annual Budgeting, ISO compliance, claims- Improve skill of service manpower – Technical & soft skills- Implemented Service revenue generation– Extended warranty programme - Drive Call centre operation management – Inbound & Outbound process - Management of customer claims – Replacements & refunds

Gurgaon, India

-Set up customer service leadership strategy framework based on customer segmentation- Drive Digital transformation - ChatBot, Remote service, RPA, Image Analytics, customer engagement through SNS (Face book, Twitter, Whatsapp), business intelligence- Drive innovation programmes to achieve Industry best “NPS” & “Repurchase Index” - Drive key Customer experience Indices: Repair Speed, Repeat Repair, C-SAT, Long repair Pending - Set up Flagship service centers in the strategic key cities for best in class customer service experience Benchmark & implement Customer delight Samsung global best practices - Set up Service network, Call centre operations, Parts Distribution centre in SAARC Nations- Process Innovation, automation and service delivery Systems set up / enhancement - Drive customer experience surveys, mystery audits, competition benchmarking & market Intelligence- Set up Service marketing initiatives – Standardization, branding, communication & campaigns- Set up governance model for effective review mechanism with management- Dissatisfied customers Recovery programme management - Proactive & Preventive- YOY Service cost reduction of 10% through structured programme & Initiatives- Drive Extended Warranty Sales programme with a CAGR of 15%

Jaipur, Rajasthan, India

- Implementation of strategy, practices, processes and metrics to enable local & export competitiveness- Drive annual Target Setting process, Balanced Score Card, LTOs & execution of strategy tasks- Drive Ericsson Production System (EPS) across global multi supply sites - Ensure compliance & continuity of ISO Certification: Integrated Quality & Environment Mgmt systems- Drive programmes for 30% improvement in TAT & Delivery precision to meet B2B customer promise date- Developed & Deployed Continuous Improvement Programme based on EFQM framework & Lean Six Sigma Philosophy – 5S, Kaizen, VMS, Value Stream mapping , TPM, single piece flow, EPS Tracker - Drive site level Operational Efficiency programme & achieved $ 6.5 mil cost saving - Drive Improvement culture across Organization by 100% employee engagement in Innovation activities- Mentored Site Champions, BB’s, GB’s experts and India Site Management team- Implemented Global Benchmarking initiatives to make responsive & flexible world class supply site- Benchmark visit: Japan – Toyota, Nissan, Toto, Omron; China – Sony Ericsson; Sweden - Ericsson sites - Alignment of systems & processes with global Ericsson Supply sites across geographical locations

New Delhi Area, India

- Plan & drive Implementation of ERP System – Standardization of Processes across 5 Manufacturing Sites, Sales & other business processes - Deployed Lean Six Sigma Techniques involving Value Stream Mapping, Kaizen, DMAIC , T5S, TCT & achieved improvement in productivity by 22%, Process Quality by 28% & Field Quality by 19 %- 30 % improvement in QSI (Quality Satisfaction Index) – Deployment of actions, Monitoring & Control- Spearhead implementation of Malcolm Baldrige Excellence framework across Manufacturing & Business Processes - Established a Toll Gated process for New Products Qualification & Introduction - Reduction in Customer Response Time (Order to delivery) by 50 % - Using Lean Principles - Develop Process driven culture awareness across the organization – Established Internal Quality Award- Successful compliance to ISO Standards in External Audit & continuation of certification – ISO 9001 &14001

Greater Noida

- Secured No “1 rank” twice in Quality Innovation award amongst 29 LG Electronics subsidiaries for best Systems management & Quality Improvement Results - Drive improvement of “Customer Satisfaction Index” through 3C analysis, benchmarking , 3F (Feel, Fit & Finish) Drive, Moment of Truth analysis & Market feedback- Build Quality Team Competency through Six Sigma certification-27 No. Green Belts, 15 No. Black Belts- Effectively Conduct Quality Forums with Senior management for Organization wide Quality Focus - Streamline Export quality & service process resulting in improvement of satisfaction index, NPS by 20%- Implemented Lean Six Sigma Methods - 5S, VM, TPM, Kaizen, Standard Work, Value Stream Mapping - Implemented Product Liability Prevention system & RoHS management System- Set up LG global process for NPI (New Product Introduction) based on Toll Gate management- Set up systems & procedures for contract manufacturing from 3rd Party as per LG standards- Drive Tear down cross functional re-engineering projects to reduce service call rate & service cost by 30%- Cost of Poor Quality (CoPQ) reduction by 15% through workmen involvement, QC projects, reward & recognition, Vendor quality drive, 50 PPM drive & Quality forums.

Gurgaon & Bangalore

- Set up Chiller / AHU production facility - Parts fabrication, Heat Exchanger line, Powder Paint Shop & Test Rig- Developed “On-Line” Costing Module for Configurable product portfolio- Core Team Member of Technology transfer project – Reciprocating to Rotary compression- Set up supply chain for manufacturing of export product – parts localization, vendor development, logistics- Implemented SCOR Model frame work in supply chain process for efficient & global ways of working- Set up automated system for production planning & control - component manufacturing & Finish Goods- Head of Compressor manufacturing plant (machine & assembly shop) & achieved YOY QCD & safety targets- Spearhead Purchase saving programme & achieved $ 11.5 mil savings through Imported parts localization, alternate supplier, value engineering, cost negotiations & e-bidding - Drive & deployed Global “Competitive Excellence Programme” across production & business processes- Deployed PDS (Product Delivery System) – “Order to delivery cycle” & achieved 32% delivery efficiency- Implemented TPM, SMED & Value Stream Mapping in heat exchanger shop to improve throughput by 22%- Implemented ISO 9000 quality systems, set up internal audit process & achieved certification.

Kota, Rajasthan, India

- Set up Coal hand- ling system, Chimney & Electrostatic Precipitator without cost overrun & in specified time- Set up spare parts management system to avoid obsolescence & Inventory carrying cost

Be, Mechanical With Distinction, 75%

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