TATA Motors Ltd.
Company: TATA Motors Ltd, Mumbai, Maharashtra, India
Company Description: Tata Motors Limited is India's largest automobile company, with consolidated revenues of USD 32.5 billion in 2011-12.Established in 1945,it is the world's fourth largest truck and bus manufacturer. The Tata Motors Group’s over 55,000 employees are guided by the vision to be best in the manner in which we operate, best in the products we deliver and best in our value system and ethics.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
Nomination Title: Sanjeev Garg, Global Head, Customer Care
Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Mr. Sanjeev Garg is Global Head of Customer Care, Commercial Vehicle Business Unit of Tata Motors. He heads the After Sales business of TATA Motors worth $ 0.5 Billion Spread across 4 continents. Under his leadership, more than 30,00,000 TATA Motors vehicles are fully supported through 2300+ service touch points and 25000+ retail network of spare parts across globe.
He holds MBA from IIM –Ahmadabad and graduation from College of Agri. Engineering, Jabalpur with gold medal.
He started his career with Novartis and Godrej Soaps Ltd in 1990 .Later He joined DCM Daewoo – Toyota and was instrumental in launching the Cielo in 1994-95, the first premium car and created dealer network for DCM-Daewoo Motors.
In 1996 he joined General motors and launched many new initiatives like first customer satisfaction index and Competitive Intelligence processes for GM. He had experience of working across globe in geographies like South East Asia, Middle East, Latin America and SAARC counties. He delivered key results of making GM ranked No. 1 in customer satisfaction ahead of Toyota, Honda and Nissan in Middle East.
He worked briefly with Force motors as President-Sales, Service, Marketing and was instrumental in launching the “Force One” SUV for the force Motors.
In December 2011 he joined TATA Motors. There were 2 key challenges he faced, when he took over the leadership.
1. Defining the next growth horizon
2. Integrating the different functions in one cohesive unit
He defined long term objective for the group as “To become world’s best customer care group across industries”. This would enable the group to bring in insights from across industries to improve business practices.
To achieve the objective, he has defined strategy as:
To exceed customer expectations through improvements & innovate business processes and delivering promise to increase CLV, and
To collaborate with channel partners for improving profitability and creating long term strategic relationships.
He brought the new perspective of the channel partner profitability in the focus. He rationalized the incentive payments to channel partners in order to motivate them to upgrade the customer experience they are providing through world class facilities. He started of “Techfest”, a skill competition for mechanics across India (around 30,000 in numbers) to motivate them to upgrade their skill levels.
He started one of first extended warranty scheme for small commercial vehicles and enrolled TATA Authorized Service Points for one of the first commercial vehicle refurbishment scheme “TATA Ok”
He was also instrumental in creating the theme of “One Team One Vision” .The cultural priorities were defines on principle like Transparency, DATA Integrity, Faster Decision making, Empowerment, Respect for Individual and
Raising the Bar.
He also rationalized the Balance score card of the team creating the seamless linkage between the functions and across levels.
His passion for the automobile and focus on creating excited customers has brought in new energy to the team. Customer Care as a group is motivated to achieve its long term objective of becoming world’s best customer care group under his leadership.
Provide a brief (up to 100 words) biography about the nominee:
Mr.Sanjeev Garg is Global Head of Customer Care-CVBU
He holds MBA from IIM –Ahmadabad and graduation from College of Agri. Engineering, Jabalpur with gold medal. He has worked with with Novartis and Godrej Soaps, DCM Daewoo – Toyota, Force motors and General Motors and experience of working across globe in geographies like South East Asia, Middle East, Latin America and SAARC counties. He has been instrumental in launching first premier car in India and first SUV form Force Motors stable. In December 2011 he joined TATA Motors. He is avid traveler and golfer with active interest in automobiles.