In the field of automotive world, WABCO is the most trusted brand. It is the clear leader in the manufacture and supply of anti-lock braking systems (ABS), and 8 out of every 10 trucks and buses manufactured in India today rely on WABCO ABS.
Outlining the success story of WABCO, Mr. P. Kaniappan, Managing Director, WABCO India Ltd., in his presentation titled “Beyond Customer Expectations” at the 15th NIQR National Convention held in Chennai, touched on the Kano Model comprising basic attributes, performance attributes and delight attributes. While the first deals with features often taken for granted, the second brings out features where there is a direct correlation between the degree of achievement and customer satisfaction. The third one deals with attributes that represent the unexpected – when you delight the customer by over-delivering or doing something out of the ordinary.
The key question related to globalization, new standards / new technologies and new business models. Delivering the unexpected, with speed and response, involves a new level of partnership and an industry leading initiative. He pointed out that the question of addressing customer pain points involves a rush to the point of crisis, looking beyond contractual terms and to be a part of the solution while not defending one’s position. Here, he referred to WABCO’s role in collaborating with the customers at any point of time.
The mission of raising the bar and leading the change is setting new standards, behavioral transformation and new processes and systems. Delivering the unexpected – business alignment envisages extensive manufacturing footprint alignment, logistics excellence, technology partnership and alignment with all initiatives are the pillars of differentiation. Continuous cost reduction involves relentless application of re-engineering concepts through VA / VE techniques with utmost cost consciousness, and with a clear focus on improving features to increase value proposition.
Mr. Kaniappan said that WABCO always believes in reliability comprising ability to manage volatility and demonstrate commitment to a robust supply chain to be a reliable partner always. For this, it follows a policy of continuous innovation to become a supplier of choice, cost competitiveness, maintain advanced technology and global standard. In recognition of its world-class technology products, WABCO India has received Awards from all its preferred customers like Tata Motors, Ashok Leyland, Daimler India Commercial Vehicles, Volvo Eicher and SML Isuzu.
Mr. Kaniappan has been an active member of the WABCO team that took the company through a journey of excellence to make it the first to receive the Deming Prize and Japan Quality Medal in India. Born in Mamsapuram in Tamil Nadu and educated in India and UK, Mr. Kaniappan was awarded his bachelor’s degree in Mechanical Engineering by the National Institute of Technology, Suratkal, Karnataka, in 1982. He also earned a Master Degree in Manufacturing Systems Engineering from the University of Warwick, UK, in 1988.