Criteria Element Enabler-1

SustenanceAETParivartanPillars

Improvement Initiative

X-MatrixProjects ManagementTechnologyCost competitiveness

Training

CII-EXIM Customer Focus

(a).CSS has been conductedand use of satisfaction ratings to improve processes and satisfaction(b). Action plan availability to improve in customer ratings based on feedback collected

Enabler-2 Enabler-3

(a). Team involvement in customer complaint resolution and closer process(b). Quality of CAPA initiated and feedback given to the customer

(a). Internal customer expected service level identified and agreed(b). Communication method and efforts to adress non delivered services

Result-1 Result-2

a. No. of actions closed as per timeline based on CSS outcomeb. % improvement in respective component of the satisfaction index rating

a. No. of customer complaintb. No. of repetitive (same reason/ defect) complaint c. SLA adherence %

FundamentalCustomer focus

Cost related improvement

Competency development

Focus on Technology

People involvement

Criteria Element Enabler-1

CII-EXIM Customer Focus

Customer complaints resolution process and comprehensiveness of the complaint closer

(a).CSS has been conductedand use of satisfaction ratings to improve processes and satisfaction(b). Action plan availability to improve in customer ratings based on feedback collected

Enabler-2 Enabler-3

Customer complaints resolution process and comprehensiveness of the complaint closer

(a). Involvement in customer complaint resolution process(b). Quality of CAPA initiated and feedback given to the customer

(a). Internal customer expected service level identified and agreed(b). Communication method and efforts to adress non delivered services

Enabler-4 Result-1

(a). Knowledge of customer requirements and customer involvement in new product development (usage of CRM)(b). Process of modification of the existing product to meet customer feedback

a. No. of actions closed as per timeline based on CSS outcomeb. % improvement in respective component of the satisfaction index rating

Result-2 Result-3

a. No. of customer complaintb. No. of repetitive (same reason/ defect) complaint c. SLA adherence %

a. Success rate of new product introduce (FTR %)b. Lead time of NPD processc. % revenue from new product introducedd. % of NPD converted into commerciale. Avg no. of iterations per NPD