ACMA Awards 2018 19 Excellence in Exports 1000

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks ACMA Awards Year of Inception: 1966 Excellence in Exports 1000 marks Company Name : Plant Location : Award Category: Tick mark in appropriate box as per your ‘Company Group Turnover for 2018 -19’. Small < 50 Cr ( NA ) Medium > INR 50 to 150 Cr ( NA ) Large > INR 150 to 500 Cr Very Large > INR 500 Cr Tick mark in appropriate box: ACMA Member All Past & Present ACT Cluster/ ACMA UNIDO Cluster Companies are eligible without becoming ACMA member for all categories as per Turnover criteria 2018 -19 1

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Company / Plant Information Use this slide to brief about your company / Plant. It includes Product names / photos , Plant facility photographs. 2

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks For Technical Queries: For Administrative Queries: Mr. Arun Bage Email – arun. bage@acma. in Mobile – 9552532184 Ms. Sakshi Karkamkar Email – sakshi. karkamkar@acma. in Mobile – 7387002181 Mr. Atul Gupta Email – atul. gupta@acma. in Mobile – 9971888751 Ms. Smita Kulkarni Email – smita. kulkarni@acma. in Mobile – 9922922500 Mr. Vishal Saxena Email – vishal. saxena@acma. in Mobile – 9650988154 Mr. Sanket Jadhav Email- sanket. jadhav@acma. in Mobile- 7768046868 Ms. Tanu Ahuja Email – tanu. ahuja@acma. in Mobile – 09899237770 Ms. Surekha Deshmukh Email- S. DESHMUKH@unido. org Mobile- 9552599463 ACMA – Skilling and Mentoring Godrej Eternia-C, ‘B’ Wing, '10 th Floor, Office No. - C, Old Mumbai Pune Highway Wakdewadi, Shivaji Nagar , Pune – 411005, India, Desk phone – 020 66061219 act@acma. in www. acma. in , www. digitalact. in 3

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Letter for Submission of Award application Company letterhead details ( Logo , Address ) To , The Secretariat (ACMA Awards) , ACMA – Skilling and Mentoring Godrej Eternia, ”B” Wing , , 10 th Floor, Office No. C, , Old Mumbai –Pune Highway, Wakdewadi , Shivaji Nagar Pune – 411005, India We are pleased to submit the application for ACMA Award 2018 -19 for Excellence in Export Large / Very Large Category. All data submitted is duly verified and true to the best of our knowledge. With regards ( Name & Designation of the Plant CEO ) Company History with ACMA Awards (last 3 years) Sr. No. Financial Year (April to March) 1 2015 -16 2 2016 -17 3 2017 -18 ACMA Awards Category. Applied Award / Certificate Won Note – 1) If you have applied & won multiple awards in one year, please mention accordingly. 2) If a plant has won Gold trophy in the year 2016 -17 or 2017 -18 in any of the above categories, then that particular plant will not be eligible to apply in the same category. But they can apply for any other categories. 4

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Automotive Component Manufacturers Association of India 6 th Floor, The Capital Court Olof Palme Marg, Munirka New Delhi - 110 067, India To, Applicant Company CONFIDENTIALITY STATEMENT As a part of the ACMA Awards Process, applicant companies provide business, market, technical, financial information/documents and top customers details in the application. Such information could also be related to intellectual property i. e. patents, product development etc. ACMA take reasonable care to keep the above information confidential and shall not divulge it to third party and/or not use it for their own purpose, any part of this information in the course of assessment and thereafter. I agree. On behalf of ACMA Sd/Director General 5

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Company’s Details 1. Name of the corporate group (if company is part of a corporate group): - ( Underline the plant for which application is sent ) 2. Plant Address : 3. Invoicing Details (Applicable only for shortlisted companies for site diagnosis): a) GST Numberb) Invoicing Address (write complete address with pin code)4. Chief Executive Officer details : Name : Mobile : Website: Designation : E-mail : 5. Plant Head details : Name : Mobile : Designation : E-mail : 6. HR Head details : Name : Mobile : Designation : E-mail : 6

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Company’s Details 7. Company Group Annual Sales Turnover (in INR Cr. ) for Year 2018 -19: 8. Plant ( for which application is submitted) turnover ( in INR Cr. ) for Year 2018 -19 : 9. Year of Establishment : Group Company _______ , Plant ______ 10. Total Employees : Group Company ______ , Plant _______ 11. Do you have a Joint Venture for the plant applied: ( If Yes , Mention the partner name ) 12. Plant’s Key products : 13. Plant’s major manufacturing processes : Sr No Core Processes % Contribution in your business 1 Foundry 80 2 Machining 10 3 Others 10 14. Plant’s Key competitors : 15. Plant’s Major Certifications : 7

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Company’s Details 16. Contact Person 1 Information : ( Need to contact thru out the process of ACMA Award ) Name : Designation : E-Mail : Mobile : 17. Contact Person 2 Information : ( Need to Contact if above person is not reachable) Name : Designation : E-Mail : Mobile : Route Map to reach your plant Provide here route map to your company for site diagnosis (Site diagnosis is carried out if your application is shortlisted) 8

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Customer Details Mandatory requirement 1. Kindly provide details of your top 3 business customers in below table. S. No Supplier Name Location % Incoming Purchase share (for the plant ) Name 1– Designation – Name 2– Designation 1 2 Details of contact person 3 Mobile Number & E mail 2. ACMA Award online application software automatically sends a link to all above email addresses to get feedback about your plant. 3. Kindly inform above persons from your side to respond ASAP. Note: a) These feedbacks will be considered by Jury for evaluation & the same will be provided to you as a part of feedback report. b) Visit to be organized at one of your supplier’s premises for the assessment of the points mentioned in application. If it is not possible due to logistics reasons, Top management representatives of one / two of your suppliers can be invited at your site for the same during site diagnosis. 9

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Status of actions taken by your company based on previous ACMA Awards feedback report. (Mention top 5 only) (Not applicable- for 1 st time applicants) S. N. Area of Action Improvement taken 1 2 3 4 5 10 Result / Outcome

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks Summary of Achievements for the year 2018 -19 1. Did you receive any awards other than Customers? 2. What are your biggest achievements in the last year? 3. What are challenges for you in the future and how are you preparing for it? Example Industry 4. 0 , IOT (Internet of things) etc 11

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Company performance at a glance ( Following radar chart shows the scores for each main area as per questionnaire, scores are converted to %age ) RADAR Chart Sr. No. Section 1 Hygiene Factors 2 Customer Voice 3 Support Processes 4 Customer Focused In. Process Results Business Results 100 Total 1000 5 Total Marks 200 250 200 12 Actual Marks ( for Office Use only ) %

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Section 1 HYGIENE FACTORS Total Marks = 200 S. N. Sub topic Total Marks 1. A 5 S & Plant Upkeep 30 1. B Leadership Focus 20 1. C Quality Management 30 1. D Stakeholder's Happiness 20 1. E Safety 30 Employee Engagement Environment 1. G Protection Poka-yoke / Kaizen / 1. H TQM 1. F 10 5 10 Legal / Statutory Compliances Wastages / NVA 1. J Reductions Automation and 1. K Digitization Contribution towards 1. L Society & Nation TOTAL 1. I 13 5 10 10 20 200 Actual % Marks ( for office use )

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. A) 5 S & Plant Upkeep (i) Total = 30 Mention in following chart status of Must be Facilities. (10 ) Questions are applicable for plant for which you have applied for ACMA Awards. In Status kindly mention %. E. g You have jogging track for 50 % areas , then write 50 % Must be facilities S. No. Description 1 Jogging track inside shop floor, along walls Trees in plant campus (86 Trees/ Acre) No earth should be visible in entire company area. There should be concrete, tar roads or green lawns No truck / fork-lift inside shop floor Clean toilet blocks inside shop floor, dry & smell free No nails to be used anywhere in the factory premises All employees to wear uniform, shoes and necessary safety gadgets Noise free DG sets & compressor Clean wash room / change room and rest room facilities Hygienic kitchen, drinking water & dinning hall Good recreational facilities 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 Appropriate fire fighting equipment's should be placed at accessible locations Drive Forward Digitization - Team in place Shop floor- Well Ventilated Shop floor- Illumination (natural lighting) Nothing directly on floor across company Accessibility for differently abled persons (If Applicable) Mock Drill - conducted as per frequency ETP & STP in Well maintained condition Training & Learning Facility Logistics Centre Research Centre Resource Optimization - - Drive Team in Place Is your plant outside surroundings are clean Use of Non-conventional energy 14 Status

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. A) 5 S & Plant Upkeep (ii) How you drive 5 S Process Total = 30 (10) Explain whether sub areas formed, Sub-Area Owners identified, 5 S Audit schedule & mechanism, NC clearance, Award for Best, Cross Audits or any other activities done. ( You may use Photos / Images to support this ) (iii) How you drive Workplace Ownership concept (4) Explain responsibilities of operating people to keep workplace surrounding Clean & Safe 15

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. A) 5 S & Plant Upkeep Total = 30 (iv) Shining examples of 5 S Improvements (3) Show 4 Photographs, Assessor may interview few operators for checking effectiveness (v) Share few sample audit findings & actions taken (3) 16

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. B) Leadership Focus Total = 20 (i) When was your VMV ( Vision , Mission & Values ) Statement was formed ? Have you revisited it afterwards ? When? (2) (ii) How you Communicate VMV to your Stakeholders like Suppliers, Employees etc. (3) 17

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. B) Leadership Focus Total = 20 (iii) What Process is followed forming Annual Business Plan i. e. Organizational Targets ? (6) Specify Process time schedule, inputs considered, competitors performance and Benchmarks, who all participate in the Process, whether the Targets are based on last year performance or market oriented, giving some examples of market oriented targets. Also specify, how the Stretched factor is considered during this process. Show KPI (Key Performance Indicators) of any one employee and explain how it is linked to Organizational target 18

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. B) Leadership Focus Total = 20 (iv) How frequently the Organizational Targets are reviewed ? and show action plans for any two Targets, which were below the expected level - few months prior to year end (5) 19

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. B (v) ) Leadership Focus Total = 20 Please give information about all types of communication meetings taking place in your organization indicating frequency, major participants and major issues during these meetings (4) ( Assessor may verify with few employees about such meetings) 20

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. C) Quality Management (i) Total =30 Explain What actions have been taken in your organization to sensitize employees about Quality Culture (Defects should not go outside company – to - Defects should not get produced) (5) Specify Quality tool training, control gates, empowerment, problem solving training , next station is your customer etc. You may also show photographs of posters for awareness creation 21

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 30 (1. C) Quality Management (ii) How you identify CTQs and show some examples of Process capability improvement for two identified CTQs (10) 22

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. C) Quality Management Total = 30 (iii) Show examples of use of Quality Tools like Six Sigma Project, Pokayoke, Do. E, Why-Why Analysis, 8 D etc. (15) 23

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. D) Stakeholders Happiness Total = 30 (i) Show top 3 concern areas each from your Stakeholders like Customer / Suppliers / Employees and actions taken / planned for these concerns (10 ) Specify major dissatisfaction points received as feedback from these stakeholders 24

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 30 (1. D) Stakeholders Happiness (ii) Show score of Supplier Satisfaction for 3 years (10) 100 80 78 96 84 60 40 2016 -17 2017 -18 Supplier Satisfaction Score 2018 -19 Target (iii) What are the actions initiated during last year? (10 ) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 25

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 20 (1. E) Safety (i) Give details of One Accident Investigation analysis and corrective actions (4) If there are no accidents , mention as ZERO Accidents ) (ii) Give details of One Near Miss Accident and corrective actions (4) 26

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 20 (1. E) Safety (iii) At what frequency your Plant Head / CEO take round for Safety purpose only ? Give details of Unsafe Behaviour and Unsafe Condition observed during such round and how you take corrective actions (4) (iv) Indicate 3 identified Accident Prone areas in your factory and actions planned / taken (4) 27

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 20 (1. E) Safety (v) Do you conduct Mock Drills, Share one Report (2) ( vi) Are you aware about any Fatal Accident happened in any factory (either in your group companies / competitor / customer / supplier etc. ) and what preventive actions have you planned / implemented in your organization (2) 28

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors Total = 10 (1. F) Employee Engagement (I) Whether any of your Teams, participate in External Contests held by various agencies ? Give details indicating where they have participated / Topic of Presentation and level of Team members (Operatives / Supervisory / Managerial etc). Mention about the Awards won by your Team ( 5). (ii) Whether you have Cross Functional Teams working in your organization ? Give details. Whether these Teams, gets an opportunity to make presentation to CEO / Plant Head ? CEO / Plant Head Give one example, where such a cross functional Team has contributed handsomely (5) 29

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. G) Environment Protection Total = 5 (i) List some of the recent achievements of your organization, regarding Resource Conservation like Energy / Water / Air / Oil (5). (1. H ) Poka-yoke / KAIZEN (i) Total = 10 What % of CTQs (Critical to Quality) are being addressed through poka- yoke ? (3) (ii) Show some recent customer complaints, which are addressed through poka-yoke (2) 30

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. H ) Poka-yoke / KAIZEN(Contd. ) (iii) Show some shining examples of Poka-yoke / KAIZEN (3 ) (iv) Show your mechanism for sustenance of poka-yoke / KAIZEN (2). 31

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1. I) Legal / Statutory Compliance Total = 5 (i) How do you ensure compliance of Statutory issues (5), Give few shining examples 32

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1 J ) Wastage Reduction / Non Value adding activity reduction Total = 10 (i) Show some shining examples of Wastage Reduction / Non Value Adding Activity Reduction (5) (ii) Give shining examples where you have made improvements based on Benchmarking Best Practices Sharing from Industry or Knowledge sharing within Group organizations (5) 33

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1 K) Automation / Digitization of various activities Total = 10 (i) Give shining examples of Automation / Digitization in different areas (6) (ii) What is your strategy for Industry 4. 0 (4) Specify actions taken / Planned 34

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors (1 L) Contribution towards Society & Nation Building i Total = 20 How you develop ownership of the cleanliness of the neighborhood , improving the aesthetics around the company premises ( outside ) Percentage of women employees & how this has increased over the years. Do you have a committee for implementation of policy of POSH (Prevention of Sexual Harassment at Work) Act, ii 2013? 2 2 Any specific CSR activity you have done in year 2018 -19. If Yes, describe iii 2 Mention steps taken by the Company to reduce the usage of plastic in manufacturing and non manufacturing areas. iv v 2 National Solar & Water Mission - Have you installed Roof Top Solar energy collectors and have earned through net metering. Adoption of Rainwater harvesting? 35 2

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 1. Hygiene Factors 1 L Contribution towards Society & Nation Building vi Total = 20 Please describe how your company encourages family participation ? Mention here how company is prepared for disaster support management for affected elements in society ? E. g. support in flood relief , earthquake etc. vii 2 2 Any Social Awards viii 2 Have you supported any differently abled persons - % age employment provided and accessibility arrangements for differently abled persons ix 2 How do you support Make in India drive & skill development. (Import substitution , Entrepreneurship development , Tie ups with skill centers) x 2 36

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Section 2 Customer Voice Total Marks = 250 S. N. Sub topic 2. A Voice of Customer. Process to capture Customer Satisfaction Process Customer Feedback and analysis Future customer needs 60 TOTAL 250 2. B 2. C 2. D Total Marks 37 70 60 60 Actual Marks (for office use) %

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 2. Customer Voice (2. A) Voice of Customer- Process to Capture Total 60 (i) What is your process to capture voice of customer? . . . (Note - Along with explanatory notes draw a flow-chart depicting process steps, top 3 key activities in each step, key participants of the process (20) (ii) How frequently do you capture Customer voice , Share few implemented examples of this and its benefits (20) 38

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 2. Customer Voice (2. A) Voice of Customer- Process to Capture Total 60 (iii) Share few examples with document modification / system modification based on Customer Voice (20) 39

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 2. Customer Voice (2. B) Customer Satisfaction process Total 70 (i) What is your process to determine customer's satisfaction? . . . (20) (ii) How do you obtain data/information on your customers’ satisfaction with your competitors? Explain with various examples (20) (iii) If your competitor is better in this area , what are your plans to improve ? Provide actions taken / being planned and its benefits (20) (iv) What is your process to determine customer dis-satisfaction ? . . . (10) 40

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 2. Customer Voice (2. C) Customer Feedback and Analysis Total 60 (i) What is your process to obtain actionable feedback from your customers on your product? In your response also mention if there any customer specific unique requirements for the same product ? . . . (20) (ii) How you utilize these product related feedbacks to improve at your end ? Explain with various examples (10) (iii) What is your process to obtain actionable feedback from your customers on your service ? In your response also mention if there any customer specific unique requirements for the same product ? . . . (20) (iv) How you utilize these service related feedbacks to improve at your end ? Explain with various examples (10) 41

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 2. Customer Voice (2. D) Future Customer needs Total 60 (i) What is your process to determine customer's need of future products? . . . (20) (ii) What are the various tools / studies you use / used for this (10) (iii) How does your process vary for different customers types/ market segments? ( 20 ) (iii) Share few examples where these future needs capturing helped you to avoid future failures. ( 10 ) 42

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Section 3 Support Processes Total Marks = 250 S. N. Sub topic 3. A Export business drivers Customer requirements 60 3. C Complaint Management Process 60 3. D Safeguarding business 60 TOTAL 250 3. B Total Marks 43 70 Actual Marks (for office use) %

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 3. Support Processes 3. A ) Export Business Drivers Total 60 (i) What drives you to do exports business? How do you plan to expand exports over next three years? (20) (ii) What is the nature of your product? (aesthetic, functional etc. ) Does it need to comply with any regulations of the overseas market? Do you have two different versions of the same product - one for domestic market and the other for exports market ( 20 ) (iii) What are unique with your products / services which have positive impact on your export business ( 20 ) 44

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 3. Support Processes 3. B) Customer Requirements Total 60 (i) What is your process to determine customer requirements for your products and services? . ( 20 ) (ii) What is your process to ensure that these requirements are deployed to all people and processes involved in customer support? . . . ( 20 ) (iii) Provide examples from various support functions where these requirements are deployed and mention ( 20 ) 45

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 3. Support Processes 3. C) Complaint Management Processes Total 60 (i) How do you manage customer complaints? . . . ( 20 ) (ii) How do you ensure that complaints are resolved promptly and effectively? . . . ( 10 ) (iii) Provide examples where the issues of complaints are completely closed ( 20 ) (iv) How does your complaint management process enables you to improves customer satisfaction? (10 ) 46

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 3. Support Processes 3. D) Safeguarding Business Total 60 (i) How do you ensure that warranty agreements with overseas customers safeguard your organization from any undesired consequences and potential monetary losses (especially in case of product recalls by customers)…( 20 ) (ii) Provide few examples which support above statement. (20 ) (iii) What are your key communication mechanisms with customers to get quick updates in case of any issue? Provide few recent examples (20) 47

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Section 4 Customer Focus In-Process Results Total Marks = 100 S. N. Sub topic Total Marks 4. A Voice of Customer Process Results 4. B Customer Satisfaction Process Results 4. C Products and Support Process Results 4. D Complaint Management Process Results TOTAL 48 30 20 100 Actual % Marks ( for office use )

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 4. CUSTOMER FOCUS IN-PROCESS RESULTS (4. A) Voice of Customer Process Results Total = 30 (i) Number of products improved based on feedback from top customers that contribute to 80% of revenue… (8) (Note - show past 3 years data in chart) 100 95 90 90 85 85 80 80 75 2016 -17 2017 -18 2018 -19 Number products improved based on Customer voice (ii) Number of unique processes/process steps introduced based on feedback from top customers that contribute to 80% revenue…(8) (iii) Number of delivery process modifications carried out based on feedback from top customers that contribute to 80% of revenue (8) (iv) Number of new products/product modifications you have suggested to top customers that contribute to 80% of revenue in last 3 years (6) 90 100 50 33 23 45 67 29 0 2016 -17 2017 -18 2018 -19 Number of Product modifications you suggested to Customers Number of Modifications accepted by Customers 49

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 4. CUSTOMER FOCUS IN-PROCESS RESULTS (4. B) Customer Satisfaction Process Results Total = 20 (i) Number of repeat orders received from top customers that contribute to 80% of revenue… (8 ) (Note - show past 3 years data in chart, benchmark data. Mention l limitations if any to obtain benchmark data) 20 15 15 10 10 12 9 9 10 2016 -17 2017 -18 2018 -19 5 0 Target Number of repeat orders from Top Customers (ii) Number of orders lost from top customers that contribute to 80% of revenue… (8) Mention reason for loosing orders and what actions you have taken to 5 avoid this in future. 3 1 0 -1 2016 -17 1 0 2017 -18 2018 -19 Number of orders lost (iii) Number of appreciations received from top customers that contribute to 80% of revenue… (4) 50

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 4. CUSTOMER FOCUS IN-PROCESS RESULTS (4. C) Products and Support Process Results Total = 30 (i) Share of exports as a percentage of total revenue…( 20 ) (Note - show past 3 years data in chart, with target and benchmark data. Mention limitations if any to obtain benchmark data) 30 25 20 15 10 5 0 25 10 15 11 2016 -17 17 2017 -18 Target 30 2018 -19 % of export w. r. t. Total sales (ii) No. of different types of regulations you have to comply with and its status for Export markets (5) ( iii) Number of new customers added and number of new market segments added. . . (5) 10 8 6 4 2 3 5 4 2 2 2016 -17 2017 -18 6 0 New Customers Added 2018 -19 New Markets added 51

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 4. CUSTOMER FOCUS IN-PROCESS RESULTS (4. D) Complaint Management Process Results Total = 20 (i) Complaints received from EXPORT ; number of complaints Received and number of complaints resolved for top customers that contribute to 80% of revenue. . . (5) 20 18 16 14 12 10 8 6 4 2 0 15 12 10 9 9 2016 -17 2017 -18 Complaints received 10 2018 -19 Complaints resolved (ii) Minimum, Average and Maximum time taken to resolve complaints of top customers who contribute to 80% of revenue … (5) 52

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 4. CUSTOMER FOCUS IN-PROCESS RESULTS (4. D) Complaint Management Process Results Total = 20 (iii) Number of repeat complaints from EXPORT received for top customers that contribute to 80% of revenue…(5) 4 3 2 1 1 0 0 0 2016 -17 2017 -18 2018 -19 Number of repeat Complaints (iv) Number of warranty claims received from top overseas customers who contribute to 80% of revenue in last 3 years and what action you have planned for future (5) 4 4 3 3 2 1 0 0 2016 -17 2017 -18 2018 -19 Number of Warranty Claims received 53

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks OFFICE USE ONLY Section 5 Business Results (General) Total Marks = 200 S. N. Sub topic Total Marks 5. A Product Results 40 Customer Focused Results Financial And Market 5. C Results Employee Focused 5. D Results Process Effectiveness 5. E Results 5. B TOTAL 54 40 40 200 Actual % Marks (for office use )

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. A) Product Results (i) Total = 40 What is the % of DOL (Direct Online) products? Show trend for last 3 years with target for each year (10) 100 80 96 84 78 60 40 2016 -17 2017 -18 % DOL Products 2018 -19 Target (ii) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) (iii) What is the status of customer complaints? Show trend for last 3 years with target for each year (10) 25 20 20 15 15 10 5 5 0 2016 -17 2017 -18 Customer Complaints 2018 -19 Target (iv) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text) 55

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. A) Product Results Total = 40 (v) What is the status of Warranty? Show trend for last 3 years with target for each year in PPM (8) 4000 3000 2000 1000 96 0 2016 -17 2017 -18 Warranty 2018 -19 Target (vi) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. 56

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. B) Customer Focused Results (i) Total = 40 What is the Customer Audit score/ Rating? Show trend for last 3 years with target for each year (10) 100 80 78 96 84 60 40 2016 -17 2017 -18 2018 -19 Customer Audit Scores / Rating Target (ii) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. (iii) What is the Customer satisfaction score? Show trend for last 3 years with target for each year (10) 100 80 67 91 76 60 40 2016 -17 2017 -18 2018 -19 Customer Complaints Target (iv) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. 57

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. B) Customer Focused Results Total = 40 (v) What is the status of Customer Awards and Recognitions? Show trend for last 3 years. Consider your top 3 business customers for this data. (8) 25 20 15 10 5 20 18 15 8 9 2017 -18 2018 -19 5 0 2016 -17 Possible Awards Actual Award received (vi) What are the actions initiated during last year? (4) (Mention here reasons for receiving / not receiving all customer awards. Share 2 shining examples with photos and text. 58

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. C) Financial And Market Results (i) Total = 40 What is the sales turnover in INR Cr. ? Show trend for last 3 years with target for each year (10) 1500 13001250 800 840 1000 500 530 0 2016 -17 2017 -18 Target 2018 -19 Sales Turnover (Cr. ) (ii) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) (iii) What is the % value addition to net sales? Show trend for last 3 years with target for each year (10) 25 20 15 15 17 12 17 14 18 10 5 0 2016 -17 Target 2017 -18 2018 -19 % Value addition to net sales (iv) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 59

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. C) Financial And Market Results Total = 40 (v) What is the share of business for top 3 products. Show trend for last 3 years with target for each year. (8) 100 80 60 40 20 50 50 50 45 20 50 55 60 30 0 2016 -17 Product 1 2017 -18 Product 2 2018 -19 Product 3 (vi) What are the actions initiated during last year? (4) (Mention here reasons for improving / reducing business share. Provide 2 shining examples with photos and text. ) 60

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. D) Employee Focused Results (i) Total = 40 What is the Employee satisfaction score? Show trend for last 3 years with target for each year (10) 100 80 75 70 100 90 85 80 60 40 2016 -17 Target 2017 -18 2018 -19 Employee satisfaction score (ii) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) (iii) What are the training man days per employee per year? Show trend for last 3 years with target for each year (10) 90 72 70 50 56 48 60 50 35 30 10 2016 -17 Target 2017 -18 2018 -19 Training man days / employee / year (iv) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 61

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. D) Employee Focused Results Total = 40 (v) What are the Suggestions per employee per year. Show trend for last 3 years with target for each year. (8) 100 80 60 40 20 48 25 35 20 45 30 0 2016 -17 Target 2017 -18 2018 -19 Suggestion / employee / year (vi) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 62

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. E) Process Effectiveness Results (i) Total = 40 How much is In house Rejections? Show trend for last 3 years with target for each year (10) 6000 5000 4000 3000 2000 1000 0 2016 -17 Target 2017 -18 2018 -19 In-house rejection PPM (ii) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) (iii) What is the Inventory turn Ratio ITR (Inventory Turn Ratio)? Show trend for last 3 years with target for each year 55 (10)60 50 35 40 30 25 40 35 30 20 10 0 2016 -17 Target 2017 -18 2018 -19 Inventory Turn Ratio (iv) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 63

ACMA Awards 2018 -19 : Excellence in Exports 1000 Marks 5. BUSINESS RESULTS (5. E) Process Effectiveness Results Total = 40 (v ) What is the value added per employee cost (VAPCO). Show trend for last 3 years with target for each year. (8) 20 15 10 5 6 10 8 6 4 8 0 2016 -17 2017 -18 Target 2018 -19 VAPCO Formula for VAPCO = (Sales – Variable cost)/ Employee Cost CTC (vi) What are the actions initiated during last year? (4) (Mention here reasons for exceeding/not achieving targets and share 2 shining examples with photos and text. ) 64