Technology Advancements in Supply Chain and After Sales Management

Explore the evolution of technology in supply chain and after sales management including sustainable quality systems, CE technology progression, home appliances advancements, and industry practices. The content covers innovations in product development, customer satisfaction, production, and logistics management.

• Technology Advancements
• Supply Chain
• After Sales Management
• Sustainable Quality Systems
• CE Technology

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1. Sustainable Quality Systems in Supply Chain & After Sales 19 Jan 12 Girish Shah Service Head Videocon Industries Ltd 1

2. CE Technology Progression 2011 2012 http://t3.gstatic.com/images?q=tbn:sf4TxPpefKAlxM:http://www.oled-display.net/images/amoled-vs-lcd.jpg One chassis with D2H OLED introduction. http://t1.gstatic.com/images?q=tbn:W1AF75OvPkPyUM:http://imghost1.indiamart.com/data2/JK/OK/MY-696155/color-tv-chassis-250x250.jpg http://t1.gstatic.com/images?q=tbn:-WOBgzlv5vymcM:http://i555.photobucket.com/albums/jj477/tmayhu/solar-power.jpg 3D LED TV range Solar power LED TV Real 2D-3D conversion http://t1.gstatic.com/images?q=tbn:4jv9KYGpVMbLfM:http://www.reghardware.co.uk/2006/03/16/voda_905sh_1.jpg 3G compatible LED with Datacom support. http://t1.gstatic.com/images?q=tbn:nURVu2LWo_QI3M:http://www.galaxymetalgear.com/images/product_img/IPTV/iptv1_m.jpg IP TV , Health TV & Security TV. http://t3.gstatic.com/images?q=tbn:dCszI8L-XQnZ_M:http://web.tradekorea.com/upload_file/prod/att/cat/2005/a0/281/tp_html/img/2005-a0281_cat_3_large_img1_2.jpg Multiple injection molding. http://t0.gstatic.com/images?q=tbn:jT9Ie_znk9ardM:http://www.genv.net/files/team_avatars/education_logo.png Education TV through D2H http://t1.gstatic.com/images?q=tbn:MHaZZKBP2YDR3M:http://www.ngretaileurope.com/media/media-news/news-thumb/100408/digital_signage.jpg http://t1.gstatic.com/images?q=tbn:bYp1stbOp3NohM:http://www.pcsatellitetvpro.com/wp-content/uploads/2009/09/ScreenHunter_005.bmp Digital Signage Video streaming server. http://t0.gstatic.com/images?q=tbn:CwB0Z5P8RXOo6M:http://www.getprice.com.au/images/content_images/blog-glossary-autostereoscopic.jpg Crystal design with new design trends. http://t3.gstatic.com/images?q=tbn:719rbBMk2bdPoM:http://www.hothardware.com/newsimages/item5788/big_crystal_display_gallery.jpg Auto stereoscopic 3D TV http://t3.gstatic.com/images?q=tbn:CnrfA2OzktAlGM:http://newsliteimgs.s3.amazonaws.com/090223_3dtv.jpg Gesture Recognition. 3D transmission through D2H Projection through Mobile http://t2.gstatic.com/images?q=tbn:UJre_pZeSZRQrM:http://www.insidesocal.com/tomhoffarth/satellite-dish-lamit-hub.jpg 2

3. Home Appliances Technology Progression 2000-2005 2008 2009 2010-2011 2012 2013-2015 Side by Side & DC Inverter Technology External Micom with Interactive LCD/ LED Panel with improved energy efficiency. Community Refs Smart Refs with Wi-Fi Connectivity, Remote Access, Interfacing with other Smart Appliances , Various Intelligent & Customised Applications etc. FF Ref DC Ref FF Ref Side by Side with LCD Screen Electronic Temp Control FAWM Tilt Drum Direct Drive Community Laundry Portable/ Wall Mount WM SAWM FAWM - TL FAWM - FLFAWM FL FAWM FL Direct Drive Smart Washers with Intelligent Wash programs, Wi-Fi Connectivity, Remote Access, Interfacing with other Smart Appliances , Various Intelligent & Customised Applications etc. with Heater Microwave Oven new trends Music/ Voice Activated Ovens/ USB Interface (Stores upto 40 voices) Oven with Separate Bottom Grill Multi Steamer ( with detachable Water tank) Smart MWO with Smart Apps & Communication Capability, Interface with other smart appliances MWO Convection Auto Cook Menus MWO with LCD Screen MWO - Solo MWO - Grill 3

4. INDUSTRIES SUPPLY CHAIN PRODUCT DEVELOPMENT CYCLE AFTER SALES & SERVICE MANAGEMENT VENDOR MANAGEMENT CUSTOMER SATISFACTION PRODUCTION MANAGEMENT LOGISTICS MANAGEMENT 4

5. MY PRODUCT MY PRIDE WORLD CLASS PRODUCT Product Innovation New Model Quality Performance Production Quality Assurance System Setup My Model Ownership Standardization Product Innovation Productivity Improve by LOB and Standardization System (PLM) / mySAP 3F . Process Quality system set up (VMES) Internal Process Quality Control Field Quality system set up (VQINS) Part Reliability 100% Defect free delivery Mould System Product Performance. 5

6. New Product Launch Process New Product Launch Process 1 . IDEATION - Market Study / Potential - Understanding of Need & Gaps - Driven through Quantitative research - FGD s - Workshops - TG Mapping 4 . LAUNCH PROCESS - PRODUCT LAUNCH COMMUNICATION - PRODUCT LAUNCH CHANNEL & PLACEMENT PRODUCT TESTING - POST LAUNCH PRODUCT LAUNCH CYCLE 2. CONCEPTLIZATION - Based on ideation concepts taken ahead - Need s & benefits / features - Product design & style - International concepts 3 . MANAGEMENT PLAN - Feasibility study / Project - Cost & market planning - Production -Pricing -Channel selection & criteria PRODUCT TESTING - PRE LAUNCH 6

7. VENDOR MANAGEMENT Q Q 100 PPM Self Q Certification by Vendors (DOL). JIT Supplies. MILK VAN CONCEPT Strong 4M Management system. Periodic Supplier Assessment Initiative from Vendors for Cost & Q Innovation. Setup Inhouse Reliability Test Facilities Performance Evaluation & Monitoring thro SAP version-6.0 or Equivalent. Periodic Review system(Meetings) 7

8. PRODUCTION MANAGEMENT : Daily Monitoring Thro 6-TOOLS Monthly Auditing system thro MI 10 Tools(End-to-End) Mind innovation School for Training all employees. Improvement Projects thro SRT/SRP/QIT/PIT Online Monitoring of Field Quality thro New VQNIS System 8

9. Quality Management System All of India Factory AUR KAS GAN BAN HYD KOL SHJ Field Quality Manufacturing Quality Service Master Data Server SAP Dealer Call center WEBCMS Customer R&D FCR S/W M-Graph IR Trend PE/Prod VMES Worst Defect QA VQINS (Sep.2011~) Repeat Call Manufacturing Data Monitoring System Logistic Impr. History Field Quality Data Analysis System Developed Correlation Process vs Field Provision 12 Under Development

10. VQINS : Videocon Quality Information Network System Benefits : 1. Field Defect Auto Analysis Reports on real time basis FCR Trend, IR Trend, Accumulated Rate, Worst Defect, Monthwise Graph(M-Graph), Improvement History & Effectiveness Monitoring F-Cost Monitoring Correlation Analysis, Field vs Process 2. Detail Analysis - Product wise, Factory wise, Category wise, Segment wise, Worst defect wise, Branch wise, Brand wise 3. 4. Easy to access from every factory through www.vqins.com , so no man dependency Support to R&D for defect condition study and improvement plan 13

11. VG Logistics in Domestic Owned Fleet Infrastructure(More than 350 owned trucks). Wide network based & Owned 3PL company Last Mile reach distribution Network in the industry. Flexible & easy Adaptability to the situation. Tracking thro ERP SAP System 15

12. 16

13. Service Strength : Differentiated Service Experience Speed Service Quality Wide, Customized & optimized Network - Quality Manpower - 650 Service Centers across India - Tie up with ITI Speed of Service Evaluation at all levels - 24 Hrs Response > 80% at ASC Locations - Monthly evaluation for Branch/ASI/ASC Parts availability for immediate solution Trained Manpower - Regional Hub for immediate supply - Technical, Soft Skills 2 Mandays/Qtr. - MSL at ASCs 1 month Awards & Penalties Call Registration Exclusive Hi End Engineers - Outbound Calls to Dealers - 7 days Call Centre support ( 8:00 am to 10 pm) 7 Days Service Other Initiatives Review Mechanism Service Marketing Acknowledgement of Call within 2 Hrs Strong CRM for Monitoring Free Service Camps in off season Reassurance to Customer over SMS Meetings , Interaction Glow Sign at ASCs Engg Evaluation thru Happy Calls/CRM Market Visit Uniform and I Card with Service Infra improvement at ASCs Audits & Evaluation Engineers Competitor Information 17

14. Service Network Our Network 650 Franchisee 35 Direct Service Center 400 Sales & Service Dealers Service center at more than 350 location TAT 75% RT - 80% 7000 Service Engineers Multilingual Call Center Web based Strong CRM 18

15. Service Centre Reception Customer Charter Front & Glow sign board HA Workshop Bulletin Board CE Workshop 19

16. Training Academy Delhi 20 Training Centre's at Sahajanpur, Aurangabad, Bangalore & Kashipur

17. Service Marketing Service Van Free Service Camp ( Leaflet ) Engineer Uniform Engineer Toolkit Free Service Camp ( Canopy ) 21

18. THANKS 22