This document provides a summary of Ajoy Jauhar's qualifications and experience. He has over 20 years of experience in quality management, customer experience, and business excellence. He holds a B.Sc in Statistics and Operations Research and certificates in General Management and Quality/ISO standards. His career includes establishing quality metrics and processes for hospitality and banking clients.

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”;