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Ajoy Jauhar


Basic 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 University

Training Programs
•   7 Habits of Highly Effective People               Franklin Covey Associates
•   Coaching for Performance                          Corporate Coach U

Business Career
Independent 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 – Hutchison
Tele-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”;

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Strategy Execution through Balanced Scorecard; Hospitality; Customer Engagement, Experience, Surveys; Mystery Audits

  • 1. Ajoy Jauhar Basic 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 University Training Programs • 7 Habits of Highly Effective People Franklin Covey Associates • Coaching for Performance Corporate Coach U Business Career Independent 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 – Hutchison Tele-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.
  • 2. 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”;