Somewhere along the way, met group of wise men who initiated me in the philosophy of Business Excellence. So I did Certification at BQF and became a Business Excellence assessor for EFQM model and conducted assessments for UK and London Excellence award.
Today, I am more inclined to and driven by by passion for Social Change, Equity, Social Justice and Secularism. So started some activities in my free time. Hope to migrate entirely to this domain some day !
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As a part of Metric team, have done innovative research in the areas of ;
Customer Experience Management Design and deployment of appropriate measurement systems , Post Measurement analysis and modelling, relating perceptual data to process parameters, developing improvement plans using TQM based process improvement tool like QFD, Six Sigma and TOC
Measurement of consistency in Service Quality delivery, Role of consistency in causing dissatisfaction. Touch points and delight generating service planning, Moments of truth measurement and monitoring
Kano’s Theory of Two Dimensional Quality, Latent need identification , Attractive Quality creation.
Loyalty & Commitment , modelling for loyalty behaviour, cross sectional and longitudinal measures, share of wallet. Outcome measures of loyalty in different sectors such as frequency of purchase, extent of use, Average revenue per unit in case of mobile telephony, Number of transactions per card in case of credit cards etc. Creative development of context specific loyalty measures and modelling to find key drivers.
Customer Value Management , concept of value and its role in loyalty building, Relative Value Maps, Loyal and At Risk Customers, key drivers for enhancing value perceptions
Network planning, revamp, up gradation and optimisation, planning delightful shopping experience and its measurement, Channel management issues and channel member loyalty estimation. Channel conflicts identification and developing resolution strategies.
Researching Supply chain management issues, role of risk and power in supply chains, value creating as against value churning supply chains , Design of win –win proposition
Specialties:So far conducted over 1300 assignments in various sectors like Automobile, Retail, Financial services, Pharmaceuticals, B2B , Institutional and Industrial markets
Special focus on research issues in Buyer Bahavior and Distribution Management. Involved in Loyalty modeling, research in identifying key Drivers for Net Promoter Score and analysis of Power Relationships between Manufacturers and Retail Partners.
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