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Customer Quality Manager

Gurugram, HR
Job Code:
  • Manufacturing & Production
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Job Details

In this role, PS India Customer Quality Manager will partner with the regional and functional teams to drive quality improvements in Power Services India using Continuous Improvement methodologies. This role will be responsible for defining and leading measurement system implementation, analytics and drive operational improvements that improve the Customer Experience and help operate the Worlds Best-Running fleet. This role will also identify and drive solutions for improving availability, and reliability of customers assets.Own Customer Experience tools, including surveys, sentiment and other feedback, as deployed across the Region. Collect data, support analysis and improvement activities. Lead and drive 8D and RCA including recording and tracking improvement actions related to Improving Customer Experience and World's Best Running Fleet. Identify key risks and systemic issues and support resolution.Focus on How to deliver, and work with ITO/OTR teams to achieve World s Best running Fleet with an exceptional customer service - to provide/improve a Positive Customer Experience.Provide leadership to a cross-functional team in Field Services, Repairs, Parts, Engineering and the Global Supply Chain (GSC) for India to execute the establishment and measurement of customer facing metrics . CX(earlier NPS, CSS), Customer Escapes, Big Ys, and Customer Issue Resolutions Improve our customer response time and quality , through better reports, CIRs, RCAs etc Lead a regular operating rhythm around customer facing metrics including trend analysis and improvement plans for Field Services, Repairs, Parts, and Engineering Services. Own key reporting tools such as CX Dashboard, Q360 and the processes for data collection that feed into these.Work with the Customer Improvement team, Execution Quality team, Process Quality team, and Operational Leaders to create a roadmap of continuous improvement projects and track the implementation and the effect of the Customer Experience & Customer Facing Metrics. In conjunction with the Operational Excellence team, serve as a change agent in institutionalizing Lean Six Sigma methodologies to drive simplification and customer responsiveness.Implement an improved (point of use & ease of use) defect capture system that aligns to the customer facing metrics. Develop a Communication and Learning Plan to seek, share, and implement best practices in an effort to drive a learning organization.Apply Quality Assurance, Quality Control, and Continuous Improvement methodologies(like Lean Six Sigma, 8D, 5Why, RCA, etc) to improve process capability and eliminate defects. Lead and facilitate cross-functional project teams to drive standardization and simplification wing-to-wing process. This includes providing change leadership (Change Acceleration Process) methods and tools across assigned critical business initiatives.Communicate teams' progress to the Regional, Functional Global Leadership. Educate, coach, and mentor team on Quality strategy, Quality culture, Quality assurance and Continuous Improvement methodologies (like Lean Six Sigma methodology, 8D, 5Whys, etc), philosophy and their application.Qualifications/Requirements Strong customer orientation and willingness to promote customer interests. Strong operational and technical background in Field Services, Project Management Operations, Parts, Repairs, Engineering or Global Supply Chain. Strong, proven previous Quality leadership capabilities leading a organization and initiatives around Quality. Proven ability to build relationships and influence stakeholders to become supporters. Experience of managing complex projects with multiple stakeholders through to successful completion. Proven ability to work efficiently without direct supervision. Self-motivated with demonstrated ability to motivate others to achieve results. Deep understanding of Quality Management Systems, Technical Regulations and Standards. Change agent with strong credibility and influencing skills. Experience implementing and influencing quality metrics. Measurement system establishment experience ability to align organization s CX, Big Y strategy to leading indicators at customer touch points by region and globally. Clear understanding of the basic roles, functions, and products/services/repairs within GE Power Services. Ability to communicate requirements and facilitate good practice-sharing in a motivating, engaging way. A procedure mindset and ability to implement procedures and monitor compliance. Strong analytical and quantitative skills. Familiar with statistics and six sigma quality concepts. Committed to Quality Means Customer First through process improvement. Strong oral and written communication skills. Strong interpersonal and leadership skills. Excellent command of oral and written English. University degree in engineering or equivalent experience.Desired Characteristics Strong networks within PS, especially Field Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage.BB/MBB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-5


Customs | Supply Chain Management
Applying for this job will take you to an external site


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