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The document discusses the challenges faced and improvements made by Arun Warehousing and Logistics Pvt. Ltd. (AWLPL) in managing operations at a critical depot for key clients. Some key challenges included taking over operations within 5 hours with no gap, and improving a culture that was not good. AWLPL implemented a complete revamp including daily dealer interactions, dispatching 2000+ invoices per month, and processing 600 claims monthly. A key strategy was the Planning, Communicating, Executing (PJP) approach involving direct communication with dealers to understand needs and add value. This improved understanding, quality, and dispute resolution while increasing sales productivity and satisfaction levels.
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- 1. Friday, March 18, 2022 B to B PJP Abhishek Bajpai Key accounts, Arun Warehousing and Logistics Pvt. Ltd.HYDERABAD CFA
- 2. Friday, March 18, 2022 B to B Why PJP ?
- 3. Friday, March 18, 2022 B to B About us
- 4. Friday, March 18, 2022 B to B Challenges • We took over the operations in May 2014 • The challenges were : • 1. handover takeover from last cfa in 5 hrs • 2. no scope for gap in operations • 3. Critical depot for the clients • 4. Expectation of improvement from day 1 • 5. Work culture of place was not good.
- 5. Friday, March 18, 2022 B to B We dispatch 2000+ invoices a month
- 6. Friday, March 18, 2022 B to B Annual sale of 120 Crores +
- 7. Friday, March 18, 2022 B to B Daily interaction 80+ dealers
- 8. Friday, March 18, 2022 B to B Process 600 claims Per month
- 9. Friday, March 18, 2022 B to B Diagnosis
- 10. Friday, March 18, 2022 B to B Training and Discussions
- 11. Friday, March 18, 2022 B to B Complete Revamp
- 12. Friday, March 18, 2022 B to B
- 13. Friday, March 18, 2022 B to B Are we on the right track ?
- 14. Friday, March 18, 2022 B to B are we adding any value to the them?
- 15. Friday, March 18, 2022 B to B Answer : Go talk to them…( PJP)
- 16. Friday, March 18, 2022 B to B Improves understanding
- 17. Friday, March 18, 2022 B to B Make Customers Feel important
- 18. Friday, March 18, 2022 B to B Constant improvement in quality
- 19. Friday, March 18, 2022 B to B Easy dispute resolutions
- 20. Friday, March 18, 2022 B to B Sales Team becomes more productive
- 21. Friday, March 18, 2022 B to B Improves sales
- 22. Friday, March 18, 2022 B to B PJP
- 23. Friday, March 18, 2022 B to B Planning Communicating Execution
- 24. Friday, March 18, 2022 B to B PLANNING • Keep Documents ready • Plan according to route • Rotate people going on PJP • Ensure Employees Comfort : conveyance, Lunch, etc.. • Select the days with low billing • Communicate to dealers about visit
- 25. Friday, March 18, 2022 B to B WHAT PJP CONTAINS
- 26. Friday, March 18, 2022 B to B NOC LETTER
- 27. Friday, March 18, 2022 B to B Warehouse Service feedback
- 28. Friday, March 18, 2022 B to B Credit note and Debit note information
- 29. Friday, March 18, 2022 B to B Any other requests • Send SMS details • SEND Account Emails .. • Change of name in SAP • Dispatch in particular time window • Etc..
- 30. Friday, March 18, 2022 B to B RESULTS
- 31. Friday, March 18, 2022 B to B Accomplishments.. • WE Had improved the DEALER Satisfaction level • WE Reinstated Trust with CEAT • Diluted the old perception of the depot • Each member of the team had become more responsible and receptive towards his works impact on customers
- 32. Friday, March 18, 2022 B to B KPI Verdict!! 66 71 77 85 89 65 70 75 80 85 90 95 100 APRIL MAY JUNE JULY August PERFORMANCE CFA PERFORMANCECFA
- 33. Friday, March 18, 2022 B to B Some Satisfied Customers • 1. MARUTHI TYRE WORLD • https://www.youtube.com/watch?v=FmmgXqG_ta0 • • 2.Kaushik Motors • `https://www.youtube.com/watch?v=53wZYnramxY • • 3. Super Sales Corp. • https://www.youtube.com/watch?v=X-8QotdOasw •
- 34. Friday, March 18, 2022 B to B Thanks !! TEAM AWLPL
Editor's Notes
- Let me begin by why PJP is important and relavent. This we would be sharing though our own experience with PJP.
- We are Arun Warehousing and logistics .. Our association with Ceat Started on may 5th 2014. When we had taken over the operations from a Previous vendor. We were made clear about certain things about the operations. Hyderabad Depot is one of the vital depots for ceat. interms of volumes its one of the biggest. Ceat Expected no drops in performance even in the initial period There would not be any gap in the hand over and take over process and the services have to be continued.. We had taken oven the operations on a Sunday . And the show started on Monday morning sharp at 8:00 am It was really like doing an open heart surgery , when the patient was running a marathon..… It was a mission critical operation.
- This is what we faced …
- The Annual sale of the depot was 120+ crores Which boils down to a figure of 10 crores.
- We were interacting with 80+ dealers on a dail basis. Right from order taking, claim settlement, accounts etc
- We were processing around 600 claim tyres a month .also we were getting around 10 -12 end customers that is regular people like you and me coming to depot for warranty issues.
- Certainly things were not well. We had diagnosed there were lot of issues. 1.in claim settlement 2. In dispatches 3. In throughput and efficiency of each manpower.
- We then conducted a lot of training and discussions with the team to come up with solutions that will deliver
- Beginning with improving work culture., because we believe manpower is the main engine for warehouse performance We tackled all the issues one by one , and started plugging in Streamline procedures like Staging in reciept and dispatches 5s in records and inventory management Throughput improving procedures like : ABC storage Efficient pick paths We also put in control mechanisms Such as 1. Random stock takes 2. Claim documentation 3.And log sheets for dispatches.
- But we were really unsure about the results. WE did not know for sure how things were panning out
- One smart sales person then asked me “ abhishek, I see our team is working real hard, and they have really transformed how work was done here, but tell me “ how does all this add value to my dealers “ This question really put us in a fix.. .
- That was a really brilliant question Infact from it transformed our whole thinking process. We really begin to understand that as service providers… is it not that we were hired to provide service to the dealer.
- WORD FILE NOTES : Whatever we do and however we do it, we must know that you will have to deal with our customers to realize if we did it right. Who better than those who use our product or service can tell you if it works?
- Word file notes : Learn what our customers like and don’t like. When we ask our customers to give us feedback on our product and or service, we going to learn what they like and don’t like about it. This information is extremely useful. If we know what’s working for our customers and what isn’t,we cantweak things to better serve our customers. We would first listen the the dealer, Understand the issue from his point, Then we revealed what was doable by us and what was our restrictions And then we came up with the right solutions .. For example One of the dealer was unhappy because he was getting the material late at night , We were sending a large dcm to service that area. We then started using smaller vehicles which resulted in faster deliverers, we did not have to wait for all orders to come in , we could dispatch immediatlly , the next time we visted dealer he was delighted by the service improvement .. And frankly it did not cost us anything to make that little change.
- WORD FILE NoteS : Make customers feel important and involved. By asking for our customers to provide you with feedback, we are communicating that you value their opinion, and we care about what they have to say. our customers feel important because we treating them as such and they feel involved in shaping our products and services.
- WORD FILE NOTES Constantly improve. we can consistently improve your services, and keep them being the best they can be. If we are consistently listening and seeking feedback, we always have a pulse on what’s working for your customers and what’s not. Ultimately, this will lead to better business, better sales, and a better customer experience (which starts the loop all over again!). So, the smartest thing you can do is to gather precious feedback from your customers in order to improve not only your service, but also the way your brand is perceived. If you are losing market share, you can ask what are the reasons to your customers. Maybe there is something different about your product, or the way consumers see your brand has changed. If you made a mistake and someone tells you what it is, it will be easier to fix it. Most important thing: you should always ask you customers what they think about your customer service. Do they feel considered enough? Is the process of assistance request easy and quick? Is their whole experience with your brand enjoyable? What they will tell you is precious, so do not limit yourself to listen and apply what you have learned from your most valuable source: your customers.
- when we deal with customers There are many small issues ,.. Relating to accounts like , debit notes and credit note calculation, Which our person could easily explain to the dealer and resolve his queries. Face to face interaction provided ease and comfort to the dealers. WORD FILE NOTES : If we are losing market share, we can ask what are the reasons to our customers. Maybe there is something different about our service, or we may lag behind the way competitors are providing services. If we made a mistake and someone tells us what it is, it will be easier to fix it. Most important thing: we should always ask our customers what they think about your customer service. Do they feel considered enough? Is the process of assistance request easy and quick? Is their whole experience with your brand enjoyable?
- Imagine , this when our sales team goes to the counter, for promoting and driving up sales, He generally ends up listening to issues Why he is not getting the material on time ? Why this debit note was made on the dealers account ? For most of these queries , the sales man has no idea about . He ends up listening to the dealer , then calling depot and then becoming confused in the interaction , ends up wasting his time , The time he could concentrate on core activities like expanding the ceat market share or opening up new counters… Hence the sales team becomes more productive.
- With all these improvement because of PJP We end up in Driving the sale up. Which also means more business for service providers like us
- Now lets move to how pjp is planned.
- NOC letter containig the details of credit note and debit notes etc Confirmation of balances. NOC document gives a clean understanding to us that all transactions are closed and there are no issues whatsoever. Our experience is when that dealers are happy to oblige and give noc , 100% of the times.
- The second thing is a service feedback form. This feedback form we are using currently. It has details of service feedback of depot in each category , Like : material dispatch from warehouse, Claim settlement accuracy and timeliness Accounts related communication, Order taking .. And Material availability . The last section material availability is not just a depot feedback but the whole supply chain feedback , because that’s one thing which everybody from primary distribution planning , production and sales forcast team work on.
- All the credit note and account information
- The charts depicts the constant and phenomenal improvements we have made Prior to April 2014 , the performance of the depot was dismal .. The depot was under 50% points As in may we started restructuring we worked on infra improvements like conference room etc, proving better working conditions to employees .. We made staging area , In june we started pjp and tweaking perfomance we had come up with abc staging pick paths , we also started pjp In july we nailed it and its likely that we will be hovering over 80% performance from now on.
- 1. Maruthi tyre video https://www.youtube.com/watch?v=FmmgXqG_ta0 2. https://www.youtube.com/watch?v=53wZYnramxY 3. https://www.youtube.com/watch?v=X-8QotdOasw
- For all this , I cannot forget my team memebers , who co operated on this transformation Worked as a team on every challenge We are proud to have such a wonderful warehouse team and a great working culture. I thank : The following people exclusively My Team members Hyderabad Commercial team , Venu sir and bakshi sir for constant mentoring and guidance Sales team , MR suresh babu and his team for putting up with some of our mistakes and also providing a helping hand when needed Thanks ceat for providing us with a dias to talk about our story .