Manager - Training, NMIPL

EXPECTED END RESULTS

MAJOR ACTIVITIES

Meeting Q-VOC AS Objective

• Make strategy for Q-VOC Sales & AS KPI achievement
• Plan actions based on the strategy
• Get the actions implemented through stake holders
• Review the effectiveness of actions

Customer complaint Management

• Capture the customer VOC through various sources like CEC, Email, letters SM
• Analyse the complaints & do the root cause analysis
• Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
• Create visibility on VOC

CEC Management

• Manage & periodic review of CEC process and PDCA with CEC Team.
• Launch Customer feedback survey for CEC.

MIS

• Prepare MIS for CQ.
• Co-ordinate with region team for various activities related to CQ