CDS

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CDSS - A...
..Company
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Profile Wholly owned subsidiary of Cummins India
Limited Incorporated in 1952
Mandate Responsible for After-Market Support
for Cummins Products in India, Nepal and
Bhutan
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Vision Mission

• Vision
• Making peoples 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.

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Landmarks
1952 - Incorporation at Calcutta 1967 -
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
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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
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Landmarks
1994 - Development of Functional Excellence
programs for Dealerships, Depots and
Dealerships Service Centers. - Extending HRD
training facilities to dealerships. -
Promoting environmental excellence by declaring
office premises all over India as
tobacco-free. 1995 - Introduced Parts Delivery
Performance measure - First Pass
Fill. 1997 - Valvoline Cummins Joint
Venture. Regional Training Centres at 5
(Five) locations. Single Point Service
Contracts for Gensets.
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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 - CDSS 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
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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 CDSS on Stores Operation (Green
Belt) completed. - Transition of CDSS Power
Solutions business to CPSL. - Established
Cummins Auto Services Ltd. (100 subsidiary of
CDSS for Automotive After market (Retails,
Service Centres, Truck Stops)
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Landmarks
2001 - Implementation of SCM Initiative - Netwo
rk 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 RR - MOU
with Simpson for X series (50, 20 and 25 kVA)
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This is CDSS

• 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)

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Employees / Responsibilities - CIL / CDSS
215 People CIL CIL CIL CIL CIL Turnover
After Market
Production

CIL 2143 People
CDSS 217 People

• RR
• Marketing
• OEM Support
• Parts Support
• Service Support
• Logistic Support

187 People 86 Dealers
Turnover CIL - Rs 741 Crores
CDSS - 363 Crores
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Business Performance
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Organisation Structure
MANAGING DIRECTOR ANANT J. TALAULICAR
ADMINISTRATIVE ASST. PRASHANT POTDAR
VP Operations SUNDAR PARTHASARTHY
Head Human Resources UMESH JOSHI
Head Distribution Strategy Dealer Development
SHYAM SESHADRI
Head Finance G.M.CHINCHWADKAR
Head Special Projects PRABHA SHANKAR
Head Legal Secretarial SANJAY JAGTAP
Head Information Technology SURESH V KULKARNI
Business Development Manager DEBASHISH DAS
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Organisation Structure
VP Operations Sundar Parthasrthy
Head Customer Support Service V NAGESHWARAN
Head ReCon Operations GIRISH DEO
Head Parts SCM SAMPAT HARPALE
GM Sales Marketing, Recon, Repair Replacement
SANJAY TANDON
Zonal Manager - Hyderabad Vivek N Deshmukh
Zonal Manager - Baroda S D KARNIK
Zonal Manager - Bangalore S K SEHIGAL
Zonal Manager - Chennai R P DAS
Zonal Manager - Jaipur MADHUKAR G PAWAR
Zonal Manager - New Delhi TIKENDRA S RITHAL
Zonal Manager - Kolkata KAMAL K BHOWMICK
Zonal Manager - Mumbai SUNIL G BATHE
Zonal Manager - Lucknow ASHOK KUMAR SHARMA
Zonal Manager - Raipur REWATI KAUL
Zonal Manager - Ranchi JAIRAJ R VORA
REGIONAL MANAGER, RANCHI JAIRAJ VORA
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Markets we support
100,000 PLUS ENGINES...
LOCO
G DRIVE
2
56
CONST
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INDUS
COMP
MARINE
2
5
2
and growing _at_ 10,000 every year
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CDSS 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

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CDSS 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

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CDSS 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

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CDSS 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

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Network

• Zonal Offices 11
• Area Service Offices 16
• Dealers 86
• Dealer outlets branches 213
• Dealers with S/C 45
• Regional S/C 2

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Network Reach

• Service Dealers also at locations like
• Andaman , Nicobar Lakshadweep Islands
• North East Sector
• Nepal
• Bhutan

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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

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Parts Support
Criticality of Shipments

• Engine Down Order - Warranty 08 Hrs
• Quick Serve Shipments 24 Hrs
• AC Parts 48 Hrs
• (Replenishment)
• BD Parts 7 Days

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Parts Support
Handling per Day

• Average no. of Items 950
• Average no. Delivery Notes 210
• Average no. of packages 520
• Average no. of Destinations 109
• Average no. of Consignments 145
• by Road 75
• by Air / by Courier 54
• by Rail 02
• by Person 14
• Each packer packs
• 105 line items
• 35 Delivery notes
• 45 boxes

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Parts Support

• 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

Improvement Projects
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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

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Service Support
Effective Systems MTTR Max Time To Restore the
engine Scope All failures on Engines Under
Warranty Categories - A Restoring of
Inoperative Engines
Target - Within 15 Hours by year end
B Restoring of Engines running with
problems Target - Within 22 Hours CCRI
Customer Complaint Resolution Index All
complaints from customers are tracked till
resolution CCRI Target - Complaints
resolved gt 0.96 Complaints Received Maximum
Resolution Days 3 Days
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Service Support
Customer Assistance Cell
e-mail powermaster_at_kcl.cummins.com
TOLL FREE NUMBER 1-600-332000
Dial 020 5436680
FAX [phone]
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
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Customer Support
24 Hours Contact Facility

• Objective
• To improve response time to Customers
  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

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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

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Electronics
Celect
Power Command
SPECIAL ELECTRONICS CELL TO HANDLE
ELECTRONICS ON ENGINES AND TRAIN FIELD
ENGINEERS
Centry
Celect
Dominion
Quantum - HPI
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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

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Training

• Recognised as ABO training Centre.
• Training
• For Service Engineers
• 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

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Dealership Operations

• Documented requirements
• Continuously upgraded
• Annually audited
• Improvements implemented
• Recognized / Rewarded for Excellence
• .. through Dealer Excel - India
• Implementation of Dealer Score Card

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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.

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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

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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

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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

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Strategic Tie - Ups

• Product Tie Up with Nature
• Lubricants Valvoline Inc. JV
• Automotive Spares Tata Cummins
  Ltd. Distributor
• Telco Distributor
• Turbochargers Holset Distributor
• Filters (Automotive) Fleetguard Marketing
• Fuel Injection Pumps Motorpal Marketing
• Acoustic Enclosures Jackson Engineers
  Marketing
• Heat Recovery Systems Thermax/Unidyne Marketing
• Additives Pennar Chemicals Ltd. Dist / Mktg
• AV Mounts Gerb Vibration Control Dist / Mktg
• Surface treatment for Rust AlfaTech Force
  Dist / Mktg
• Batteries Amara Raja Batteries Dist / Mktg
• Coil Coolers Coil Company Dist / Mktg
• Engine parts Lister Pitter Dist / Mktg
• Engine parts Simpson Dist / Mktg

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Cummins Care

• Cummins touches all facets of Customers Life
  Through -
• Hospital and Health Care
• Transportation
• Hospitality
• Defense
• Religion
• Home Makers
• Sports Leisure
• Education
• Cummins Powers Homes in Andaman , Lakshadeep
  Leh
• We go beyond the call of duty to help
  customer succeed and provide support that
  makes the difference.
• Cummins serves because Cummins Cares.

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Reward and Recognition

• Effective Employees -
• Performance Award
• Quest for Excellence
• High Attendance
• Long Association
• Enhance Educational Qualification

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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

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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 todayss 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.

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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 RR business
• Continuous devaluation of Rupee vis-à-vis Dollar
• Dealerships viability
• OM Contracts

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Thanks
Updated as on 03.05.2002