Volume 1, Issue 7, February 26, 2013

February 22, 2013: First National Conference of the SCF Held at the Symbiosis Institute of Business Management, Bengaluru. Theme: New Dimensions in Aftersales Service
Mr. Sushil Rathi, President of the SCF, began by welcoming the distinguished set of speakers, the corporate audience and the students why the SCF was formed and how industry and academics in India are benefitting from this initiative. The keynote speaker, Mr. Sharad Bohra, MD and Country Head of Tyco Fire & Security, India, stressed on the importance of Service not only because it is an important part of the P&L but also because it presents an opportunity for organizations to focus on the importance of a Customer. His talk was replete with examples from his illustrious career. He set the perfect tone for the discussions to come. Session 1 consisted of presentations on New Dimensions in different aspects of Aftersales service. Our first speaker was Mr. Ravi Kanniganti, Director and Head of Retail Center of Excellence at Tyco International, India. He shared with us his vision on the New Dimensions in Service Delivery and how companies could improve Service using technologies like CRM, RFID and Mobile Customer Service. Mr. Rajnesh Kumar, Director Customer Operations at Entercoms was our next speaker. His example-filled presentation on New Dimensions in Spare Parts Inventory Management highlighted the ad-hoc approach being applied by Service organizations today, and explained why companies have to move to a more predictive approach to improve efficiencies. The last speaker for this session was Mr. Anandakumar T S, Sr. GM Technical Support at Bosch Limited. He educated the audience on New Dimensions in Warranty Claims Management and stressed the importance of contracts for both Service organizations and customers. All these three speeches were interactive and the audience asked pointed questions which were answered well by the distinguished speakers. The second session was a panel discussion moderated by journalist Mr. T. Murrali on the topic Are we ready for the Service Economy? The panelists included Mr. Vinay Khanolkar, CEO Aftermarket Business, Greaves Cotton Ltd, Prof. Arvind Subramaniam, Visiting Professor at S P Jain School of Global Management and Symbiosis, and Mr. Harish Kamat, Head Business Development, Carazoo Online Solutions Pvt. Ltd. The panelists deliberated on various aspects of the Service economy, with specific reference to Service Chain Management. The discussion was quite insightful, as both sides of the argument were put forth. The discussion ended on a high, suggesting that India can make the transition, though it would take some time even after the New Dimensions are applied by Service organizations. Secretary General, Vasu Ramanujam, Director at Entercoms, presented a vote of thanks. The Conference ended with lunch. The conference was a hit among the attendees, all of them appreciating the choice of topics and the need for such a platform. The participation of the speakers was much appreciated and the SCF thanked each one of them for their precious time with an SCF memento. Symbiosis Bengaluru was our gracious host for the conference and we thank them for their belief in the SCF. We thank all the Core team members for their efforts in making this Conference a success.

Sushil Rathi, VP, Mahindra Logistics and President of the SCF, delivering the Welcome Address

Mr. Sharad Bohra, MD and Country Head of Tyco Fire & Security, India, delivering the Keynote Address

Mr. Ravi Kanniganti, Director at Tyco International, sharing his vision on New Dimensions in Service Delivery

Mr. Rajnesh Kumar, Director at Entercoms, sharing his vision on New Dimensions in Spare Parts Inventory Management

Mr. Anandakumar TS, Sr. GM at BOSCH Automotive Aftermarket, sharing his vision on New Dimensions in Warranty Claims Management

A view of the audience listening in rapt attention

Mr. Vinay Khanolkar, CEO Aftermarket Business, Greaves Cotton Ltd., participates in the panel discussion.

Prof. Arvind Subramaniam, Visiting Professor at S P Jain School of Global Management and Symbiosis, participates in the panel discussion.

Mr. Harish Kamat, Head Business Development, Carazoo Online Solutions Pvt. Ltd. participates in the panel discussion.

Murrali Thalor, Deputy Editor, Commercial Vehicle, moderates the panel discussion.

Supported by
This Newsletter is for private circulation only. Published on behalf of the Service Chain Forum. Published by Vasu Ramanujam. Editors: Aditya Vairagkar and Tulasi Ranganathan Our Website: www.servicechainforum.com
SCF/artwork-0007 2013 SCFBuzz