Published on April 06, 2017
In March 2017, Tata Business Excellence Group (TBExG), in partnership with the Customer Centricity Group, organised a unique Senior Business Leaders Programme (SBLP). The aim of this programme, besides covering the various elements of the Tata Business Excellence Model (TBEM), was to focus on the assessment of Category 3 and implementation of the Tata Customer Promise.
As customer centricity becomes the new paradigm for enhanced performance in today’s environment, Tata Group companies need to push boundaries and innovate, with customer at the core of all strategies. In line with this, the March 2017 SBLP was conducted to enhance the pool of specialist assessors from customer-facing domains. Considering the domain expertise required for such assessments, the programme witnessed participation from 32 senior members across distinct customer-related functions of various group companies, including Tata Coffee, Tata Steel, Tata Capital, Tata Teleservices, Voltas, Tata AIA, TGB, Tata Services, TBSS, TCE, Tata Power - Delhi Distribution and Infinity.
The four-day programme, facilitated by Sanjeev Singh, Assistant Vice President, TBExG, and co-facilitated by Swaminathan Gopal, Senior Consultant TBexG, comprised insightful sessions by a select few Tata leaders.
- Harish Bhat, Brand Custodian, Tata Sons, guided participants on the approach for implementation of Customer Promise in their respective organisations.
- A P Singh, DGM (Customer Relations & Corporate Communications), JUSCO, conducted a session on The Customer Promise Roadmap – JUSCO
- Narayanan Sabharatnam, Head of Retail Training, Titan, conducted an interesting session as a Category 3 lead assessor, sharing insights from his diverse experiences.
This 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 many participants experiencing a TBEM session for the first time, the enthusiasm among them to be a part of the TBEM Assessment Pool was highly contagious.
The SBLP was well-received and appreciated by all the participants, who gave the programme an outstanding net promoter score of over 85.
Participants speak
- “Excellent communication by Harish Bhat on Future Trends of Changing Customer & Customer Promise, with a takeaway for all. Narayanan is a good motivator, had encouraging and engaging discussions with relevant practical experiences.”
— Kapil Purandare, Voltas
- “Sanjeev was an excellent faculty; shared a lot of examples, explained each concept very well, was patient in handling questions.”
— Maitry Dutt, Tata Teleservices
- “Module on customer promise and customer centricity has made a lasting impact on me due to the supreme quality of the content and delivery. Mr. Bhat's session was phenomenal. The Titan and JUSCO case studies, role play at the end of the programme were represented quite well. Deep gratitude and regards.”
— Raman Gopal, Tata Business Support Services
- “Excellent insight of Customer thought process.”
— A P Singh, Tata Consulting Engineers
- “Thank you, Sanjeev. It is admirable how extensive knowledge was shared with citing of beautiful examples at every opportunity.”
— Anshuman Nag, Tata AIA
- “Customer connect understanding through the external speakers on the 3 topics taken were most useful.”
— Ruby Pinto, Tata Business Support Services