Idea - Vertical Head - Total Quality Management

Job Purpose :

- To design and facilitate the implementation of best-in-class business processes that will provide competitive advantage to Idea Cellular through improved Operational Effectiveness and Productivity of key business processes.

- The key objective of this position is to drive Process Excellence across the organization to achieve breakthrough improvements in Revenue Enhancement, Cost reduction or Customer Satisfaction.

Job Dimensions :

- Financial impact through cost savings from various TQM projects being run by circle TQM resources

Job Context & Major Challenges :

Context :

- TQM drives all efficiency and effectiveness projects related to business processes across circles and functions; and TQM also leads in the area of building organisational capability in business performance improvement techniques.

- Corporate Team is responsible to drive and monitor all TQM projects in view to keep up with the pace and need of the situation.

Challenges :

- Obtaining Buy-in from the various Stakeholders for Quality / Process Improvement Initiatives and building a Quality Culture, keeping in view the growth phase and Operational Focus of the Company

- To be updated about business and functional knowledge across all functions in order to add better value to the improvement projects

Key Result Areas/Accountabilities and Supporting Actions :

KRA :

- Facilitate Cost reduction through supporting & guiding project leaders in circles in the black belt projects

Supporting Actions :

- Work with Circle Heads to identify business opportunities, business pain points and process Improvement projects across all circles and functions

- Guiding and reviewing process improvement projects across all circles and all functions which deliver revenue enhancement or cost reduction or customer satisfaction.

KRA :

- Facilitate development of Functional Black belts in Idea to enable capability development & enhancement of TQM skill set in the company

Supporting Actions :

- Work with Circle Heads to identify capable team leaders to lead business critical projects

- Organizing and delivering the Black Belt training (consisting of Six Sigma, lean tools).

- Mentoring and reviewing all project leaders & black belts in their projects to ensure effective completion & implementation of projects

- Work with ABG CWCM team to organize the Black Belt evaluation.

KRA :

- Standardize/ Streamline / re-design the identified Critical Business Processes in networks, sales and marketing & automate them to drive Operational Excellence

Supporting Actions :

- Work with respective CXO's and the respective HODs, both at Corporate Office and at the Circles to identify action plans for improvement of the processes, where necessary. Provide Process Expertise to the Functional Teams in implementation of these action plans.

- Use appropriate techniques / tools (eg, Design For Six Sigma, Lean, TRIZ, Business Excellence Models, etc) and approaches (eg, Simulation, time and motion studies, design of experiments, market surveys / focus groups, etc) to make the necessary improvements in the identified Critical Business Processes.

- Implement Change Management Plan and work closely with the respective Stakeholder's to roll-out the streamlined / improved / re-designed Business Processes

- Track - Before- & - After- performance of the rolled-out Processes

- Prepare Functional Specifications for Automation / Error-Proofing of the streamlined / improved / re-designed Business Processes, and work closely with the Idea IT Team, IBM & the respective Functional Teams to implement these.

KRA :

- Develop a Process Audit Framework for networks, sales and marketing

Supporting Actions :

- Create process Audit Framework by engaging CXOs and functional heads for sales, Marketing and Network functions

- Get Audit schedule created by engaging CXOs and corporate HOD.

- Carry out Process Audits on the rolled-out Business Processes periodically, and work with the respective Stakeholders to minimize / eliminate non-conformances

Relationships :

Internal :

CXO's / Circle Heads :

- To obtain directional inputs with respect to the Critical Business Processes pertaining to their respective Functions;

- Report progress & non-conformances observed through Process Audits.

- To obtain final approval for the streamlined / improved / re-designed processes & for the Functional Specifications for Process Automation, prior to their roll-out

Idea IT Team & IBM :

- To work together on Process Automations

Functional Experts (Corporate Office & Circles) :

- To work closely with the Functional Experts (designated by the respective HOD's / Circle Heads / CXO- s) to evolve the detailed work pertaining to the process streamlining / improvement / re-design.

- To work closely with them to close out any non-conformances that might have been detected during the Process Audits.

- To develop detailed Functional Specifications for Process Automation that can be subsequently given to the Idea IT Team and IBM for development of the automated solution.

Idea TQM Team :

- To obtain and share information pertaining to Best Practices. Facilitate the adoption of Best Practices.

External :

Corporate World Class Manufacturing Cell (CWCM) (ABG) :

- To obtain specific expertise, where required

- To share with them specific examples of Best Practices observed within Idea; so that they could share the same within the ABG Group.