EXCELLING AT
EXCELLENCE!
At Voltas, excellence is a way of life, galvanizing incremental changes in every aspect of the business. This quest for excellence, based on the TATA Business Excellence Model (TBEM), is now moving forward with a renewed vigor towards new goals, driven by initiatives that encourage and enable excellence.
"Perfection is not attainable, but if we chase perfection we can catch excellence"
Vince Lombardi,
American Football player, coach and executive
TATA Business Excellence Model (TBEM) is a framework followed by several TATA group companies to achieve excellence in their business performance. Conceived to deliver strategic direction and drive business improvements, it empowers companies following its directives to capture the best of global business processes and practices and stay in step with the ever-changing business environment. The TBEM system focuses on certain key areas of business performance, namely, Customer-focused Results; Product and Service Results; Financial and Market Results; Human Resource Results; Organizational Effectiveness Results; Governance and Social Responsibility Results. The TBEM assessment by the TATA Business Excellence Group (TBExG) evaluates all systems and processes of a TATA company, ascertains the areas of strength and identifies the fields where opportunities for improvement remain unaddressed.
For Voltas, adhering to the dynamic and scalable matrix of TBEM in its day-to-day functioning has strengthened competitiveness, enhanced value for all stakeholders and immensely contributed to marketplace success. A significant milestone in this journey of excellence, which the company has always aspired to achieve, is to emerge as one of the top performers in the TBEM assessment. The Business Improvement Group (BIG) has been at the forefront of driving initiatives across Voltas and assessing the progress of the company towards achieving industry leadership and world-class performance through business excellence. These initiatives have gone a long way in enhancing knowledge and learning, as well as adaptation and implementation of best practices from across the TATA group companies. Also, the group’s constant interface with TBExG has ensured a comprehensive assessment at the company level and a deep dive diagnostic assessment at the functional level.
The key highlights of various efforts by BIG include –
TBExG Chairman, Mr. Padmanabhan’s half-day program for CMG members including MD and all senior employees from different businesses. The focus was to share practices from companies like Titan, TATA Steel, Infiniti Retail, and TATA AIA Life.
Culture capability building initiatives focusing on business benefits of TBEM framework and role individuals in the same
Business Excellence is a journey of continuous improvement, propelling the organization from good to great. While adaptation of the best practices is the starting point, infusion of next practices at periodical intervals fuels the excellence journey towards newer highs. The climb towards the summit of excellence gets progressively challenging as the company conquers newer highs. The skills and tools required to scale the higher peaks are different from the ones that were effective at the ‘base camp’ of the excellence summit. Consistently surpassing previous benchmarks is the key!
Voltas always had a thirst for improvement and this has resulted in a large number of best practices - evolved in-house as well as learnt from other organizations. This constant input of next generation practices will catapult Voltas’ performance to the next level - a “shift in orbit”
Innovative Innovations at TATA Innovista 2020
TATA Innovista is a platform to identify innovations across the TATA Group. As part of this process, teams submit nominations for various categories, which are subsequently evaluated by a team of experts from the TATA group and the selected entries compete for the regional round, followed by the Global finals. The winners of this prestigious contest are felicitated in the presence of the Senior Leadership. Voltas registered 8 entries in TATA Innovista 2020, from which UPBG’s ‘Adjustable cooling Capacity Mode’ air conditioner has reached the regional second round.
External surveys to understand customers
Customers are the backbone of success for any organization - when the customers are happy, business flourishes. Understanding the customer pulse is the first step towards ensuring a satisfied customer. The BU-wise customer engagement surveys conducted by Voltas evaluate the customer satisfaction levels. The results of the recent surveys investigating UPBG-AC household customers, Infra Project customers and UPBG-Commercial product customer found a significant increase in satisfaction scores and NPS scores compared to the previous ones. These improvements augur well for the future of Voltas.
Communicating the big picture
BIG has been proactively communicating with the TATA group companies about the contribution of Voltas to the TATA Group Excellence journey (like Best Practices contributed, Assessments, Mentorships, Assessors, Promising Practices to look forward).
The efforts undertaken have started to show results and Voltas has expanded the pool of TBEM assessors considerably.
BU’s wise TBEM Trained Officers & TBEM Assessors as on March 2020
Program
Leadership
Program
through TBEM
Program
Excellence is a continual quest at Voltas and supporting the efforts of the company to achieve Industry Leader and world-class standards are the initiatives planned and implemented at BU’s by BIG, working closely with TBExG. With the rapid strides that the company has taken in all aspects of business practices, Voltas is ready to bring the vision of winning the assessment to fruition as well as boost it’s business performance to the next level.