1. CDS&S - A……...
……..Company

2. Wholly owned subsidiary in India, Nepal and Bhutan
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. Making people’s lives better by unleashing
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. Landmarks 1952 - 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

5. Landmarks
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

6. Landmarks
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.

7. Landmarks 1998 - 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

8. Landmarks
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)

9. Landmarks 2001 - 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)

10. To support 100,000+ engines in the field with 40,000 Customers
This is CDS&S
People
Business USD Million
(Rs. 363 Crores)
Dealers
Engineers
To support 100,000+ engines in the field
with 40,000 Customers
(Conversion Factor 1 USD = Rs )

11. 215 People CIL CIL CIL CIL CIL Turnover
Employees / Responsibilities - CIL / CDSS
215 People CIL CIL CIL CIL CIL Turnover
Production
After Market
CIL
2143 People
CDS&S
217 People
R&R
Marketing
OEM Support
Parts Support
Service Support
Logistic Support
187 People + 86 Dealers
Turnover
CIL - Rs 741 Crores CDSS Crores

12. Business Performance

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

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

15. Markets we support 100,000 PLUS ENGINES…...
LOCO
G DRIVE 2%
56%
CONST
33%
MARINE
COMP
INDUS 2% 5% 2%
…… and growing @ 10,000 every year

16. CDS&S Activities 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

17. CDS&S Activities 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

18. CDS&S Activities 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

19. CDS&S Activities 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

20. Network Zonal Offices 11 Area Service Offices 16 Dealers 86
Dealer outlets + branches 213
Dealers with S/C 45
Regional S/C 2

21. Network Reach Service Dealers also at locations like
Andaman , Nicobar & Lakshadweep Islands
North East Sector
Nepal
Bhutan

22. Parts Support 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
47,16,243 Qty
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

23. Criticality of Shipments
Parts Support
Criticality of Shipments
Engine Down Order - Warranty 08 Hrs
Quick Serve Shipments 24 Hrs
A&C Parts Hrs
(Replenishment)
B&D Parts Days

24. Parts Support Handling per Day Average no. of Items 950
Average no. Delivery Notes
Average no. of packages
Average no. of Destinations 109
Average no. of Consignments 145
by Road
by Air / by Courier 54
by Rail 02
by Person 14
Each packer packs
105 line items
35 Delivery notes
45 boxes

25. Parts Support 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

26. Information Systems
GIEA (Global Integrated Enterprise-wide Application) implemented
CIL / CDSS Web Site : http//
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

27. Service Support 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

28. Service Support Customer Assistance Cell Dial 020 5436680
TOLL FREE NUMBER
Dial
FAX
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

29. Customer Support 24 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

30. Service Support Mobile QuickServe Customer Requirements Core Concept
Increased Uptime
An ability to plan
Reliable service
Technical Expertise
Core Concept
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

31. SPECIAL ELECTRONICS CELL AND TRAIN FIELD ENGINEERS
Celect
SPECIAL ELECTRONICS CELL
TO HANDLE ELECTRONICS
ON ENGINES
AND TRAIN FIELD ENGINEERS
Power Command
Centry
Celect +
Dominion
Quantum - HPI

32. ReCon Operations Activities Decentralization of Recon 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. 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. Dealership Operations
Documented requirements
Continuously upgraded
Annually audited
Improvements implemented
Recognized / Rewarded for Excellence
….. through ‘Dealer Excel - India’
Implementation of ‘Dealer Score Card’

35. Customer Satisfaction Survey
- 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.

36. 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. Noise pollution - a health hazard
Power Solutions
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

38. Power Solutions 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

39. Strategic Tie - Ups Product Tie Up with Nature
Lubricants Valvoline Inc. JV
Automotive Spares Tata Cummins Ltd. Distributor
Telco Distributor
Turbochargers Holset Distributor
Filters (Automotive) Fleetguard Marketing
Fuel Injection Pumps Motorpal Marketing
Acoustic Enclosures Jackson Engineers Marketing
Heat Recovery Systems Thermax/Unidyne Marketing
Additives Pennar Chemicals Ltd. Dist / Mktg
AV Mounts Gerb Vibration Control Dist / Mktg
Surface treatment for Rust AlfaTech Force Dist / Mktg
Batteries Amara Raja Batteries Dist / Mktg
Coil Coolers Coil Company Dist / Mktg
Engine parts Lister Pitter Dist / Mktg
Engine parts Simpson Dist / Mktg

40. 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. Enhance Educational Qualification
Reward and Recognition
Effective Employees -
Performance Award
Quest for Excellence
High Attendance
Long Association
Enhance Educational Qualification

42. 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. 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. 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. Thanks
Updated as on