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Recalling of RX Series

Recalling of RX Series. PRESENTED BY: Abhinaba Sen Anirban Ghosh Arjun PR Avishek Singal Dheeraj Rane Krishnan Sethumadhavan. Agenda. Our journey so far Our Rx Series Our decision to recall Consequences of recall Proposed recall plan Your role in recall Way forward.

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Recalling of RX Series

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  1. Recalling of RX Series PRESENTED BY: AbhinabaSen AnirbanGhosh Arjun PR AvishekSingal DheerajRane Krishnan Sethumadhavan

  2. Agenda • Our journey so far • Our Rx Series • Our decision to recall • Consequences of recall • Proposed recall plan • Your role in recall • Way forward

  3. Our journey so far • Achievements • Safety car of the year (2007) • Luxury car of the year(2011) • Partnership history • Started with 3 partners, now we have 30 partners added to the sales fleet Past sale records

  4. Continued… • Market Share

  5. Continued… • Market share –

  6. Our Rx Series • DMW RX Series • Total units sold – 2348 • Booking Schedule- - 273 cars in the pipeline • Feedback • Customer response – Highly appreciated • Quality Control Team feedback- Glitch Detected

  7. Our decision to recall Need for RX series recall • To ensure customer safety • Cannot afford to jeopardize customer relation due to safety issues • Cannot compromise company’s vision on safety • To ensure stringent quality standard • Never been in the bad books of SIAM (Society of Indian Automobile Manufactures) • Never been criticized by any auto magazine for technical issues

  8. Consequences of recall • Effect on brand value • Credibility at stake • Retention of customers – a challenge • Impact on sales • Deferred Car deliveries • Advantage to competitor • Increased sales for rivals • Financial

  9. Proposed recall plan • Where do we start ? • Phase I : Immediate Entrapment solution

  10. Continued… • Phase II : Installing the reinforcement bar

  11. Continued… • Phase III : Installing reconfigured pedals on unsold cars • How do we execute these phases successfully ? • Initiate Phase I across all cities by September 16, 2013 • Inform customers via various sources (T.V, Newspaper etc..) • Deploy needed workforce to complete phase I by a week • Train the mechanics about phase II repair • Install the precision cut steel reinforcement bar in existing pedals

  12. Continued • Launch Phase II & III simultaneously on 23rd September 2013 • Carryout 5 “recall-repairs” ( Phase II ) , a day per channel partners • Send the faulty pedals of unsold cars, back to warehouse • Replace the pedals with reconfigured pedals (Phase III) • Complete both the Phases by 4th November 2013

  13. Continued… • Territory wise recall plan

  14. Continued… • How do we regain the customer’s trust ? • Enhance customer support • Special recall Support Team • New web page for recall related query & latest announcements • Exclusive helpline • Special number with expert opinion • Door step service • Free pick up & delivery • Provide free service check ups & extended warranty • 1year of free service check ups • 1year extended warranty from the day of service

  15. Your role in recall • Informing customers as per schedule – • Executing the service/Part replacement – • Get the work force trained • Get the repair work done quickly • Dealing with customer grievances • Set up a grievance cell and appoint skilled force to look into customer grievance. • Tracking record of customer feedback

  16. Way forward • Improved quality control process • Rigorous inspection by the quality control team to ensure none of these glitches happen again. • Advanced “Brake Over Ride” mechanism in all models • Installation of the latest technology in all models : • Enabling the car to stop if the accelerator pedal and brake are pushed simultaneously

  17. Continued… • Brand Promotion • Appoint new brand ambassador • Promote sales with new positioning

  18. “Take seriously, accept humbly and respond sincerely"

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