Tata Business Excellence Group (TBExG), in partnership with the Customer Centricity Group, organised a unique Senior Business Leaders Programme (SBLP) in April 2016. Besides covering the various elements of the Tata Business Excellence Model (TBEM), the programme focused on the assessment of Category 3 and implementation of the Tata Customer Promise.
In light of TBEM expanding its approach to include further specialisation and placing greater emphasis on newer and critical areas of focus for the Tata group, the implementation of the Tata Customer Promise and a customer-focused culture is a key thrust area for TBEM 2017. This SBLP was specifically conducted to enhance the pool of specialist assessors from the customer facing domains. Taking into account the domain expertise required for such assessments, 26 senior members from distinct customer-related functions of various group companies including Tata Housing, Tata Steel, Tata International, Tata Teleservices, JUSCO, Tata Chemicals, Tata Sponge Iron, Tata Services, Tata Power, Tata Projects, Rallis, TBSS, Voltas and Tata AIA participated in the programme.
The four-day programme, facilitated by Sanjeev Singh, Assistant Vice President, TBExG, comprised insightful sessions by senior Tata leaders.
- S Padmanabhan, Executive Chairman, TBExG, conducted a three-hour session on the topic of ‘Appreciating assessment from the applicant’s perspective’
- Harish Bhat, Member, Group Executive Council, Tata Sons, guided participants on the approach for implementation of Customer Promise in their respective organisations
- Garth Viegas, Director of Insights, Tata Global Beverages, conducted an interesting session focusing on Customer Insights
- HG Raghunath, former CEO of Watches and Accessories Division, Titan, conducted a very engaging session on ‘Customer service excellence’
The SBLP, custom-made to meet the needs of the participants, contained exclusive modules on customer centricity. In addition, the pre-work given to the participants was customised for the session. Despite the fact that the programme was the first exposure to TBEM for many, all the participants were unanimous in their enthusiasm to be part of the TBEM Assessment pool.
The SBLP was well-received and appreciated by all the participants, who rated the programme an outstanding net promoter score of over 90.
Voices of the participants / Feedback from participants
- “The programme was developed excellently, delivered immaculately ensuring a delightful experience.”
Rahul Gupta, Tata International - “Thanks for a very well structured programme. The guest sessions were memorable.”
Harish Nair, Tata Chemicals - “Sessions on customer listening and customer engagement were very useful.”
Puneet Puri, Tata Projects