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Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company.

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Presentation on theme: "Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company."— Presentation transcript:

1 Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 1 CDS&S - A……... ……..Company

2 Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 2 Profile Wholly owned subsidiary of Cummins India Limited Incorporated in 1952 Mandate Responsible for After-Market Support for Cummins Products in India, Nepal and Bhutan

3 Cummins Diesel Sales and Service (India) Limited CDSS/Nov 03 3 Vision & Mission Vision Making people’s lives better by unleashing the Power of Cummins Mission  Motivating people to act like owners working together;  Exceeding customer expectations by always being first to market with the best products;  Partnering with our customers to make sure they succeed;  Demanding that everything we do leads to a cleaner, healthier, safer environment;  Creating wealth for our stakeholders.

4 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Incorporation at Calcutta Acquisition by then Kirloskar Cummins Limited and shifted to pune Establishment of Countrywide Service Netwrok Inception of a Service Training School at Pune. - Network expansion - regional and District Office set up throughout India Network expansion- Additional Dealerships Full scale operations of the Service Center at Pune. - Depots opened at seven (7) strategic locations throughout India. - Introduced service quality responsiveness measure - Mean Time to Restore - MTTR Landmarks

5 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Implementation of Recon Exchange Program - reconditioned engine/ component against old acceptable core Network expansion - Dealer Network reaches 93 locations / Centres Successful completion of 30 years of association with Cummins Engine Company, USA Network Expansion - establishment of Area Service Offices Sales Turnover crosses Rs 1000 Million Network Expansion - Creation of 5 Zonal Offices Participation in IDC - 94 and recognition for 42 Years of association with Cummins Engine Company,USA Landmarks

6 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Development of Functional Excellence programs for Dealerships, Depots and Dealerships Service Centers. - Extending HRD training facilities to dealerships. - Promoting environmental excellence by declaring office premises all over India as tobacco-free Introduced Parts Delivery Performance measure - First Pass Fill Valvoline Cummins Joint Venture. Regional Training Centres at 5 (Five) locations. Single Point Service Contracts for Gensets. Landmarks

7 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Offering Power Solutions - Genset Hiring. - Establishment of Regional Service Centre in East Zone Another Regional Service Centre in North Zone. - Rajiv Gandhi National Quality Award in Service Sector - CDS&S Training School recognized as Regional ABO Training Centre - New Growth Projects to provide power solutions to customers Introduction of E-Biz - Relocation of major Stores activities and operation through 3PL. - Telco distributorship at Dhanbad for spare parts Landmarks

8 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Integration of Dealer-Excel and FED completed and new document called "Dealer Excel – India" released for evaluating Dealerships. - MOU with Pennar Chemicals for TotalFinaElf Additives - Newage Aftermarket support - Training of network on Alternators / Gensets and short time Agreement with CGNL. - MOU with Thermax for Heat Recovery system marketing. - First Six Sigma project for CDS&S on Stores Operation (Green Belt) completed. - Transition of CDS&S “Power Solutions” business to CPSL. - Established Cummins Auto Services Ltd. (100% subsidiary of CDS&S for Automotive After market (Retails, Service Centres, Truck Stops) Landmarks

9 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Implementation of SCM Initiative -Network expansion - Creation of 10 Zonal Offices. - MOU with GERB for AV Mounts -MOU with Alfa Tech for Anti Rust years (Golden Jubilee) of association with Cummins USA - Network expansion - Creation of ZO Baroda. - MOU with Amara Raja Batteries. - MOU with Coil Company for Coil Coolers - MOU with Lister Pitter - MOU with Upfit Centre for R&R - MOU with Simpson for X series (50, 20 and 25 kVA) Landmarks

10 Cummins Diesel Sales and Service (India) Limited CDSS/Nov This is CDS&S People 404 BusinessUSD Million (Rs. 363 Crores) Dealers 86 Engineers1600 To support 100,000+ engines in the field with 40,000 Customers (Conversion Factor 1 USD = Rs )

11 Cummins Diesel Sales and Service (India) Limited CDSS/Nov People CIL CIL CIL CIL CIL Turnover CIL 2143 People After Market R&R Marketing OEM Support Parts Support Service Support Logistic Support Turnover CIL - Rs 741 Crores CDSS Crores Employees / Responsibilities - CIL / CDSS CDS&S 217 People Production 187 People + 86 Dealers

12 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Business Performance

13 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Organisation Structure Head Legal & Secretarial SANJAY JAGTAP Head Information Technology SURESH V KULKARNI Head Distribution Strategy & Dealer Development SHYAM SESHADRI Head Finance G.M.CHINCHWADKAR Head Human Resources UMESH JOSHI Business Development Manager DEBASHISH DAS VP Operations SUNDAR PARTHASARTHY ADMINISTRATIVE ASST. PRASHANT POTDAR MANAGING DIRECTOR ANANT J. TALAULICAR Head Special Projects PRABHA SHANKAR

14 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Organisation Structure Head ReCon Operations GIRISH DEO Head Parts & SCM SAMPAT HARPALE GM Sales & Marketing, Recon, Repair &Replacement SANJAY TANDON Head Customer Support & Service V NAGESHWARAN Zonal Manager - Hyderabad Vivek N Deshmukh Zonal Manager - Baroda S D KARNIK Zonal Manager - Bangalore S K SEHIGAL Zonal Manager - Chennai R P DAS Zonal Manager - New Delhi TIKENDRA S RITHAL Zonal Manager - Kolkata KAMAL K BHOWMICK Zonal Manager - Jaipur MADHUKAR G PAWAR Zonal Manager - Mumbai SUNIL G BATHE Zonal Manager - Lucknow ASHOK KUMAR SHARMA REGIONAL MANAGER, RANCHI JAIRAJ VORA Zonal Manager - Raipur REWATI KAUL VP Operations Sundar Parthasrthy Zonal Manager - Ranchi JAIRAJ R VORA

15 Cummins Diesel Sales and Service (India) Limited CDSS/Nov …… and 10,000 every year Markets we support G DRIVE 56% LOCO 2% CONST 33% INDUS 2% COMP 5% MARINE 2% 100,000 PLUS ENGINES…...

16 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Customer Support through …..  Parts and Power Solutions - Cummins engines - Indigenous & Imported - Tata Cummins, Holset spares - CG Newage (Stamford) alternator spares - GERB AV mounts - Batteries - Coil Coolers - Additives - Acoustic Enclosure - Head Recovery System - LDO Kits - Upgrade kits - Anti Rust / MMT - Centrifuge - Valvoline Cummins Lubricants CDS&S Activities

17 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Customer Support through …..  Product Service - Installation and Commissioning - Warranty Service - Mobile QuickServe - Engine Health Check with Data Logger - Doorstep Service - Scheduled Maintenance services - Engine & Alternators - Testing of electrical and electronic components - Lub oil and coolant testing - Calibration of Gauges and tools - Toll Free from 60 locations - Fixed engine ownership CDS&S Activities

18 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Customer Support through …..  Service Contracts - Engine Annual Maintenance Contracts - Single Point Contracts for DG sets - Customised O & M Contracts for DG - Comprehensive Service Contract - O & M contracts for Construction and Industrial Equipment along with OEs  ReCon and Job work - ReCon engines and components on exchange and sale - Estimate based repairs of components & overhauling - Fuel Pump & Injector calibration - Repairs of Alternators - Repairs of electrical accessories - starters & alternators - Swing engines CDS&S Activities

19 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Customer Support through …..  Training - Customers (on site and at Pune) - Dealers (technical & Soft skills)  Information Support  Equipment Support Alliances - CG Newage - Alternator - Telcon - BEML (World Bank Contracts) - H. M.  Repower and Replacement CDS&S Activities

20 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Network Zonal Offices11 Area Service Offices16 Dealers86 Dealer outlets + branches213 Dealers with S/C45 Regional S/C2

21 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Network Reach Service Dealers also at locations like Andaman, Nicobar & Lakshadweep Islands North East Sector Nepal Bhutan

22 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Variety of Products To cater 17 Engine Series, Over 30 basic engine models 400 different applications Current transactions 42,267 Shipments 2,74,614 Line items 47,16,243Qty Lube oil / Coolants Acoustic Enclosures / DM Plants / Heat Recovery Systems Special repair / diagnostic Tools Electrical / Electronic / Software items Accessories / Peripherals Training Aids - Literature, Cut models Parts Support

23 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Engine Down Order - Warranty 08 Hrs Quick Serve Shipments24 Hrs A&C Parts 48 Hrs (Replenishment) B&D Parts7 Days Criticality of Shipments Parts Support

24 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Average no. of Items950 Average no. Delivery Notes 210 Average no. of packages 520 Average no. of Destinations109 Average no. of Consignments145 by Road 75 by Air / by Courier54 by Rail02 by Person14 Each packer packs 105 line items 35 Delivery notes 45 boxes Handling per Day Parts Support

25 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Improvement Projects : Common Dealer Business System Software Depot Connectivity First Pass Fill 85% (within 7 days) Six Sigma Green Belt Project on Stores operational process Supply Chain Management Transportation Strategy Six Sigma for Inventory Reduction and Stores Accuracy. Packaging Unitized Packaging Bar coding Automated Storage and Retrieval System Parts Branding Integration of Channel Inventory Parts Support

26 Cummins Diesel Sales and Service (India) Limited CDSS/Nov GIEA (Global Integrated Enterprise-wide Application) implemented CIL / CDSS Web Site : http//www.cumminsindia.com E-Commerce Order registration from Dealerships directly into our main frame system - 100% active Dealerships on line. Daily Parts Dispatch information on Web to all dealers Electronic transfer of dispatch data from suppliers Communication through Lotus Notes Working towards common data base of channel inventory - Dealers Information Systems

27 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Effective Systems MTTR : Max Time To Restore the engine Scope : All failures on Engines Under Warranty Categories - A : Restoring of Inoperative Engines Target - Within 15 Hours by year end B : Restoring of Engines running with problems Target - Within 22 Hours CCRI: Customer Complaint Resolution Index All complaints from customers are tracked till resolution CCRI Target - Complaints resolved= > 0.96 Complaints Received Maximum Resolution Days = 3 Days Service Support

28 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Customer Assistance Cell Mission To help our Customers be successful by providing effortless access to Cummins, ensuring every inquiry and concern is resolved immediately, and championing change within Cummins on behalf of the customer. Scope Parts Assistance Technical Information & Service Assistance Training & Literature Service Network More than 80 % Calls are answered on Line Dial FAX Service Support TOLL FREE NUMBER

29 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Hours Contact Facility Objective To improve response time to Customer’s complaints, as well as provide services closer to the customers. Implementation Total 40 Dealers are providing 12 Hours service support Tasks for Response / Resolution time established Performance being monitored monthly 24 Hrs Tele - Contact Directory has been published with locations, Telephone / Fax / Cell phone / Pager numbers Customer Support

30 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Mobile QuickServe Customer Requirements Increased Uptime An ability to plan Reliable service Technical Expertise Core Concept Technical Expertise 1 Hour Diagnosis - guaranteed Immediate communication of diagnosis / options Fast turn around for type A repairs : 4 hour repairs completed in less than 6 hours Promised delivery (24 hours) for longer repairs Technicians listen to customers and make commitments Implemented with 86 Dealers Service Support

31 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Electronics SPECIAL ELECTRONICS CELL TO HANDLE ELECTRONICS ON ENGINES AND TRAIN FIELD ENGINEERS Power Command Celect Dominion Celect + Centry Quantum - HPI

32 Cummins Diesel Sales and Service (India) Limited CDSS/Nov ReCon Operations Activities ReCon Exchange of all Cummins Engines & Component Overhauling of all Cummins Engines Repair of all Cummins engine components Support to Water Drilling Rigs ( Engines ) Support to New Products Availability of swing engines Decentralization of Recon Activities Closer to Customers, Shorter lead time Quality repairs & Warranty back up nearer to customers Regional Service Centres functional at North & East Zones Plan to establish one regional service centre in South Zone

33 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Training Recognised as ABO training Centre. Training For Service Engineers Head Office - 1 Year in-plant training Zonal Training Centres in every zone (5 Nos.) Engineer Certification through Exams For Customers Head Office - Round the year ( Languages English / Hindi ) Zones - by - Area Training Manager at - Customers sites in - Vernacular languages

34 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Documented requirements Continuously upgraded Annually audited Improvements implemented Recognized / Rewarded for Excellence ….. through ‘Dealer Excel - India’ Implementation of ‘Dealer Score Card’ Dealership Operations

35 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Internal Survey Regular Survey through Questionnaire or Interview Improvement Projects for Corrective Action - External Survey Regular Survey through Independent Professional Agency Improvement projects undertaken on Survey findings. Revisit the customer through Repeat Survey. Customer Satisfaction Survey

36 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Power Solutions Lubricating Oil Joint venture between CDSS & Valvoline, USA Specially blended lube oils for Cummins Engines Fully meeting Cummins specs Available through CDSS Dealerships

37 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Acoustic Enclosures Noise pollution - a health hazard Sound attenuation - now a mandatory requirement Cummins provides Acoustic Enclosures for existing DG Sets Covers entire range - 15 kVA to 2500 kVA Stand alone Enclosures - can be installed without major modification Noise suppression upto 30 dBA Power Solutions

38 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Heat Recovery Systems Recover the Waste Exhaust heat energy for productive purpose Heat Recovery systems for existing DG sets in the range of 750 KVA to 2000 KVA DG Sets for both IBRA and 180 KVA to 750 KVA for non IBRA systems Steam and Hot water as per customer specifications and requirements Exhaust gas utilization for Chiller / Air conditioning / process heating / process cooling Power Solutions

39 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Strategic Tie - Ups ProductTie Up with Nature Lubricants Valvoline Inc.JV Automotive SparesTata Cummins Ltd.Distributor TelcoDistributor TurbochargersHolsetDistributor Filters (Automotive) FleetguardMarketing Fuel Injection PumpsMotorpalMarketing Acoustic EnclosuresJackson Engineers Marketing Heat Recovery SystemsThermax/UnidyneMarketing AdditivesPennar Chemicals Ltd.Dist / Mktg AV MountsGerb Vibration ControlDist / Mktg Surface treatment for Rust AlfaTech Force Dist / Mktg BatteriesAmara Raja BatteriesDist / Mktg Coil CoolersCoil CompanyDist / Mktg Engine parts Lister PitterDist / Mktg Engine partsSimpsonDist / Mktg

40 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Cummins Care Cummins touches all facets of Customers Life Through - Hospital and Health Care Transportation Hospitality Defense Religion Home Makers Sports & Leisure Education Cummins Powers Homes in Andaman, Lakshadeep & Leh We go beyond the call of duty to help customer succeed and provide support that makes the difference. “Cummins serves because Cummins Cares.”

41 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Reward and Recognition Effective Employees - Performance Award Quest for Excellence High Attendance Long Association Enhance Educational Qualification

42 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Reward and Recognition Dealers - Dealer EXCEL Functional Excellence of Service Centre Functional Excellence of Depot operation Long association Maximum Parts Sales Optimum Growth rate on Parts Sales Dealer Employee Performance Award - Customer Champion Award

43 Cummins Diesel Sales and Service (India) Limited CDSS/Nov People Effective Employees - Health Awareness Yoga Activities Window to the World - Lectures by Doctors and prominent personalities Living Healthy & Happy Life Diabetes Heart Diseases - Preventive life style Healthy Life Style - Can it be made easy Diet & Health Acidity and Stomach Problems High Blood Pressure and todays’s life style Stay Fit and be Happy Globalization and its impact How to manage personal finance Experience of successful personnel from various fields eg Public Service………... ….. And many more.

44 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Challenges Sharpest industrial slow down / adverse economic factors / WTO Unprecedented increase in HSD rates making it uneconomical Ban on DG / drilling operations Cummins suppliers / exporters selling in after-market requirements Maintaining sustained growth Implementation of Service Guarantee to customer Attaining PBIT target on R&R business Continuous devaluation of Rupee vis-à-vis Dollar Dealerships viability O&M Contracts

45 Cummins Diesel Sales and Service (India) Limited CDSS/Nov Thanks Updated as on


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