Suresh Gupta
Business Excellence, Customer experience, Lean six sigma, Agile, Business process transformation
- Role
- Head of Business Excellence at Tata Communications
- Location
- South Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Suresh Gupta
Business excellence and process improvement professional with 25+ experience in large…
Experience
Head of Business Excellence
Aug 2012 — Present · New Delhi, IN
Business Excellence Frameworks | QMS | Customer Experience | Continuous improvement culture | Balanced Scorecard system | Process Transformation - Demand pull / TOC/ Lean six sigma / SAFe Agile for New Product Development | BPMS | RPA | Digitization • Embedding Business excellence frameworks and industry standards across business processes - Tata Business Excellence Model – TBEM (based on Malcolm Baldrige National Quality Award, USA). Achieved “Emerging Industry Leaders” score band for Tata Comm in record time & highest score delta amongst Tata Group companies that participated in assessments the same year.• Driving cross functional continuous improvement and Lean six sigma across Q2C (Quote to cash) value chain, focusing on cycle time, customer experience, productivity, handoff reduction themes - resulting in measurable cycle time/bottom-line impact. Building excellence culture through coaching & mentoring• OGSM and Balanced Scorecard frameworks for Strategy planning & governance• Industry certifications ISO 9001, ISO ISO 27001) & benchmarking• Data Maturity and culture assessment - DATOM (Data & Analytics Target Operating Model). The very first assessment placed us amongst the top scoring global telecom companies.• Reimagine end to end Voice of Customer measurement. Correlation studies & Predictive model for surrogate NPS. Detractor management process. In-house platform development for real time customer feedback for management consumption and structured sentiment analysis through NLP. • Agile New Product Development - transforming legacy process to Agile development. Enabling teams with right tools and skills. Overall planning and Program management for end to end design and deployment across the product portfolio, controlled pilots with focus on MVP releases. Co-creation of learning interventions, capability building and culture roadmap for the organization jointly with L&D teams.
Education
Faculty of Management Studies - University of Delhi
MBA, MBA
1996 — 1999
Indian Institute of Technology, Delhi
Master of Technology - MTech, Chem
1989 — 1991
Universitas 21 Global, Singapore
Project Management - executive course, Project Management
2009 — 2009
Department of Chemistry
Master of Science (Hons. School), Chemistry
1985 — 1989
Indian Institute of Technology, Delhi
Master of Technology - MTech
1989 — 1991
Skills
- Transition Management
- Business Process
- Quality System
- Process Improvement
- Six Sigma
- Quality Assurance
- Project Management
- Iso 27001
- Kaizen
- Continuous Improvement
- Crm
- Quality Management
- Lean Manufacturing
- Team Management
- Manufacturing
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