Ajoy JauharBasic Education• Six Sigma Black Belt Motorola University – (In Progress)• Certificate in General Management IIM Bangalore- 2002• Diploma in Quality and ISO 9000• B. Sc. Statistics & Operations Research R N Ruia College, Bombay UniversityTraining Programs• 7 Habits of Highly Effective People Franklin Covey Associates• Coaching for Performance Corporate Coach UBusiness CareerIndependent Consultant Consulting for the largest hospitality chain in India for the creation, implementation and automation of their balanced scorecards across the organization.National Commercial Bank,(Bank Al Ahli), Jeddah, KSA Asst Vice President & Head of Quality Established the Customer Complaint Handling Department, Achieved 100% customer complaints resolution within SLA. Initiated root cause analysis to resolve issues permanently and successfully eliminated recurrence of key critical complaints. Critical complaints dropped from over 100 per month to less than 20 per month within six months.3 Global Services – HutchisonTele-Services (India) Pvt. Ltd. Manager Quality – Customer Intelligence, 3 Mobile Australia Operations Structured Company wide Customer Satisfaction Survey’ to measure end to end customer experience across all touch-points and mapping of customers’ experiences with the CRM Center. Created monthly Key Performance Indicator dashboards. Improved the FCR (first call resolution) at the center from 40% to 70% within one year. Established quality metrics for call quality and data integrity and started individual agent coaching for improvement.
Taj Group of Hotels.A TATA Group Company Corporate Manager –Quality As the ‘Balanced Scorecard Champion’ implemented Balanced Scorecards for the Taj enterprise, strategic business units, and in Taj Group Hotels in India and abroad. Setup the BSC governance process, and Support Help Desk. Measurement definition, cleansing, reports. Automation of the enterprise, strategic business units and over 60 individual unit level balanced scorecards. Align individual KRA to BSC. Initiatives creation and reviews processes. Concept Design – Customer Feedback System – designed the complete Customer Feedback System to capture guest feedback on his hotel experience from all sources within and outside the Company. Today this is the central repository of all customer feedback data from across 100 Taj hotels. Service Audit Design – Hotel customer experience standards audits, process audits, competition benchmarking across service and product parameters Developed Standard Operating Procedures Manuals- Researched and developed SOP manuals for all hotel functions including preopening, operations, post operations, job descriptions and competencies.Expertise Balanced Scorecard Balanced Scorecard creation workshops, KPI measurement definition, identifying right measures, alignment between Enterprise, SBU and unit scorecards, management reviews, scorecard automation, scorecard governance and access rights management, integration with business data sources; linkage with individual performance metrics; initiatives creation, management and reviews, Help Desk processes. Hospitality Hotel Operations Management, creating hotel operations policies and procedure manuals; operations processes and process standards manuals; job descriptions and competency mapping; hospitality service training; F&B management. Customer Complaint Management Requirement analysis, process creation, process mapping & management, operating manual, project management, multi- department coordination, staff training, communication, automation, data management, root cause analysis, customer recovery & contact management, SLA management, performance measurement metrics Customer Surveys & Mystery Audits Survey/Audit requirement analysis, metrics and reporting, survey/audit management; data analysis, root cause analysis, continuous improvement, net promoter score. Competition and Mystery audits Customer Intelligence Analysis of customer contact points; analysis of data sources; automation, customer feedback capture; complaint management; escalation management; customer recovery; data and root cause analysis. Business Excellence Process mapping; Process Improvement; PDCA; Benchmarking and creation of standard policies, procedures and “task to jobs”;