CDS&S - A……...
……..Company
Cummins Diesel Sales and Service (India) Limited
1
CDSS/Nov 03
Profile
Mandate
Wholly owned subsidiary
Responsible for
After-Market Support
for Cummins Products
of
Cummins India Limited
Incorporated
in 1952
Cummins Diesel Sales and Service (India) Limited
in India, Nepal and Bhutan
2
CDSS/Nov 03
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.
Cummins Diesel Sales and Service (India) Limited
3
CDSS/Nov 03
Landmarks
1952 1967 -
Incorporation at Calcutta
Acquisition by then Kirloskar Cummins Limited and shifted
to pune
1970 - Establishment of Countrywide Service Netwrok
1976 - Inception of a Service Training School at Pune.
- Network expansion - regional and District Office set up
throughout India
1977 - Network expansion- Additional Dealerships.
1978 - 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
Cummins Diesel Sales and Service (India) Limited
4
CDSS/Nov 03
Landmarks
1979
- Implementation of Recon Exchange Program reconditioned engine/ component against old acceptable
core.
1981
- Network expansion - Dealer Network reaches 93 locations /
Centres.
1982
- Successful completion of 30 years of association with
Cummins Engine Company , USA
1983
- Network Expansion - establishment of Area Service Offices.
1989
- Sales Turnover crosses Rs 1000 Million.
1993
- Network Expansion - Creation of 5 Zonal Offices.
1994
- Participation in IDC - 94 and recognition for 42 Years of
association with Cummins Engine Company ,USA
Cummins Diesel Sales and Service (India) Limited
5
CDSS/Nov 03
Landmarks
1994
- Development of Functional Excellence programs for
Dealerships, Depots and Dealerships Service Centers.
- Extending HRD training facilities to dealerships.
1995
1997
- 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.
Cummins Diesel Sales and Service (India) Limited
6
CDSS/Nov 03
Landmarks
1998
- Offering Power Solutions - Genset Hiring.
- Establishment of Regional Service Centre in East Zone
1999
- 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.
2000
- Introduction of E-Biz
- Relocation of major Stores activities and operation through
3PL.
- Telco distributorship at Dhanbad for spare parts
Cummins Diesel Sales and Service (India) Limited
7
CDSS/Nov 03
Landmarks
2000
- 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)
Cummins Diesel Sales and Service (India) Limited
8
CDSS/Nov 03
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.
2002
- 50 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)
Cummins Diesel Sales and Service (India) Limited
9
CDSS/Nov 03
This is CDS&S
• People
404
• Business
USD 72.60 Million
(Rs. 363 Crores)
• Dealers
86
• Engineers
1600
To support 100,000+ engines in the field
with 40,000 Customers
(Conversion Factor 1 USD = Rs 50 - 20.01.03)
Cummins Diesel Sales and Service (India) Limited
10
CDSS/Nov 03
Employees / Responsibilities - CIL / CDSS
After Market
Production
CIL
2143 People
CDS&S
217 People
• R&R
• Marketing
• OEM Support
• Parts Support
215 People CIL CIL CIL CIL
CIL Turnover
• Service
Support
• Logistic Support
187 People + 86 Dealers
Turnover
CIL - Rs 741 Crores
Cummins Diesel Sales and Service (India) Limited
CDSS - 363 Crores
11
CDSS/Nov 03
Business Performance
116
100
159
141
150
203
188
253
251
200
225
250
289
331
300
299
350
363
Parts + Service + R&R
400
50
0
91-92
92-93
93-94
94-95
95-96
96-97
97-98
98-99
99-00
00-01
01-02
2002
Parts + Service + R&R
Cummins Diesel Sales and Service (India) Limited
12
CDSS/Nov 03
Organisation Structure
ADMINISTRATIVE ASST.
PRASHANT POTDAR
MANAGING DIRECTOR
ANANT J. TALAULICAR
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
Cummins Diesel Sales and Service (India) Limited
13
CDSS/Nov 03
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
REGIONAL
MANAGER,
Zonal Manager
- Ranchi
RANCHI
JAIRAJ
R VORA
JAIRAJ VORA
Cummins Diesel Sales and Service (India) Limited
14
CDSS/Nov 03
Markets we support
100,000 PLUS ENGINES…...
LOCO
2%
G DRIVE
56%
CONST
33%
MARINE
2%
INDUS
2%
COMP
5%
…… and growing @ 10,000 every year
Cummins Diesel Sales and Service (India) Limited
15
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
16
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
17
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
18
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
19
CDSS/Nov 03
Network
• Zonal Offices
11
• Area Service Offices
16
CDSS Office
Dealer Office
Dealer Branch office
CDSS Depot
Amritsar
• Dealers
• Dealer outlets + branches
86
213
• Dealers with S/C
• Regional S/C
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Cummins Diesel Sales and Service (India) Limited
20
CDSS/Nov 03
Network Reach
Service Dealers also at locations like
•
•
•
•
Andaman , Nicobar & Lakshadweep Islands
North East Sector
Nepal
Bhutan
Cummins Diesel Sales and Service (India) Limited
21
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
22
CDSS/Nov 03
Parts Support
Criticality of Shipments
• Engine Down Order - Warranty
08 Hrs
• Quick Serve Shipments
24 Hrs
• A&C Parts
(Replenishment)
48 Hrs
• B&D Parts
7 Days
Cummins Diesel Sales and Service (India) Limited
23
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
25
CDSS/Nov 03
Information Systems
• 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
Cummins Diesel Sales and Service (India) Limited
26
CDSS/Nov 03
Service Support
Effective Systems
MTTR : Max Time To Restore the engine
Scope : All failures on Engines Under Warranty
Categories - A :
B:
CCRI
Restoring of Inoperative Engines
Target - Within 15 Hours by year end
Restoring of Engines running with
problems
Target - Within 22 Hours
: Customer Complaint Resolution Index
All complaints from customers are tracked till resolution
CCRI Target
- Complaints resolved
Complaints Received
Maximum Resolution Days
Cummins Diesel Sales and Service (India) Limited
27
=
> 0.96
=
3 Days
CDSS/Nov 03
Service Support
Customer Assistance Cell
e-mail : powermaster@kcl.cummins.com
Dial 020 5436680
TOLL FREE NUMBER
1-600-332000
FAX 020 5445916
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
Cummins Diesel Sales and Service (India) Limited
28
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
29
CDSS/Nov 03
Service Support
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
Cummins Diesel Sales and Service (India) Limited
30
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
32
CDSS/Nov 03
Training
• Recognised as ABO training Centre.
•Training
• Service Engineers
• For
• 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
Cummins Diesel Sales and Service (India) Limited
33
CDSS/Nov 03
Dealership Operations
Documented requirements
• Continuously upgraded
• Annually audited
• Improvements implemented
• Recognized / Rewarded for Excellence
….. through ‘Dealer Excel - India’
• Implementation of ‘Dealer Score Card’
Cummins Diesel Sales and Service (India) Limited
34
CDSS/Nov 03
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.
Cummins Diesel Sales and Service (India) Limited
35
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
36
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
37
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
38
CDSS/Nov 03
Strategic Tie - Ups
Product
Tie Up with
Nature
• Lubricants
• Automotive Spares
Valvoline Inc.
Tata Cummins Ltd.
Telco
Holset
Fleetguard
Motorpal
Jackson Engineers
Thermax/Unidyne
Pennar Chemicals Ltd.
Gerb Vibration Control
AlfaTech Force
Amara Raja Batteries
Coil Company
Lister Pitter
Simpson
JV
Distributor
Distributor
Distributor
Marketing
Marketing
Marketing
Marketing
Dist / Mktg
Dist / Mktg
Dist / Mktg
Dist / Mktg
Dist / Mktg
Dist / Mktg
Dist / Mktg
• Turbochargers
• Filters (Automotive)
• Fuel Injection Pumps
• Acoustic Enclosures
• Heat Recovery Systems
• Additives
• AV Mounts
• Surface treatment for Rust
• Batteries
• Coil Coolers
• Engine parts
• Engine parts
Cummins Diesel Sales and Service (India) Limited
39
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
42
CDSS/Nov 03
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.
Cummins Diesel Sales and Service (India) Limited
43
CDSS/Nov 03
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
Cummins Diesel Sales and Service (India) Limited
44
CDSS/Nov 03
Thanks
Cummins Diesel Sales and Service (India) Limited
45
Updated as on 03.05.2002
CDSS/Nov 03