Trainers Feedback on EFFECTIVE MAINTENANCE MANAGEMENT & CUSTOMER DELIGHT

At the outset, we would like to sincerely thank the management for the opportunity given to us to impart knowledge and skills on Maintenance Management and Customer Delight for O&M team. We would like to make a special mention on the TOPIC titled EFFECTIVE MAINTENANCE MANAGEMENT AND CUSTOMER DELIGHT. Though Maintenance is being practiced, this training programme called for effectiveness which means DOING RIGHT THING and making customer DEILGHT is also an integral part of the O&M team. In our opinion, this is the first time, we have come across this type of blended title which comprehensively prepares the participants. There is a common view that Maintenance engineers are not well versed in handling customers. This programme has definitely created awareness on customer perspective of O&M and how to address the customer needs effectively. We firmly believe that any training programs effectiveness is heavily dependent on the nature of the candidate and we are glad that almost all the participants are passionate on learning and that made our job relatively easy. The most important highlight of the programme was the HOD of the O&M department was being part of the entire program. This would seldom happen in a training programme as the participants will usually be uncomfortable in talking freely in front of the HOD. We could see SYNERGY between HOD and team members and among team members also. We are able to see the COLLABORATIVE LEADERSHIP style exhibited by the HOD and we are sure that this team will bring in value addition to your business. To address the effectiveness part of maintenance, participants have been exposed to the following; o Various Key Performance Indicators (KPI) of the world class players in the same industry have been exhibited to demonstrate to the participants that new bench marking in KPIs is necessary. o World class practices in the O&M of Wind turbine also exposed the participants to focus on their secondary responsibilities. o New practices such as; Failure mode effect analysis (FMEA), Overall equipment efficiency (OEE) and TPM have been shown to the participants. o We firmly believe that the training program must have closed loop process and therefore, we have identified four real world exercises to be carried out by the participants and suitable time frame for completing them have been derived too. These exercises will open lot of possibilities to strategize maintenance plans. o Activity based learning (ABL) exercises have been introduced for CUSTOMER DELIGHT portion in order to make the learning process fun and thought provoking. The exercises created awareness on the TRIPARTITE relationship between CUSTOMERS CRO- SITE-IN-CHARGE. The feedback about the individuals will be presented separately for your reference and further action. We are thankful to Mr. Pradeep and Mr. Haraiharan for their help.i

Anand Purushothaman, VEDAAN CONSULTANTS, CHENNAI

Trainers feedback on EFFECTIVE MAINTENANCE MANAGEMENT & CUSTOMER DELIGHT CONDUCTED ON 07.09.2011 AT THIRUPUR VEDAAN CONSULTANTS, CHENNAI