GMMCO LIMITED YEAR OF INCEPTION: 1967 USP: OFFERING WORLD CLASS PRODUCTS BACKED BY BEST-IN-CLASS AFTER SALES SUPPORT

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1 GMMCO LIMITED YEAR OF INCEPTION: 1967 USP: OFFERING WORLD CLASS PRODUCTS BACKED BY BEST-IN-CLASS AFTER SALES SUPPORT AT THE HELM: H JAYARAM, MANAGING DIRECTOR AND CEO

2 Helping build the India of tomorrow GMMCO LIMITED, A C K BIRLA GROUP COMPANY NURTURES AND DEVELOPS YOUNG LEADERS TO BE PILLARS OF SUCCESS FOR THE FUTURE Part of the CK Birla Group, GMMCO's core competency lies in sales and support across three major product segments - construction, resource industries and energy and transportation apart from other infrastructure equipment. Over the last five decades, the organisation has spread its wings to serve core sectors of infrastructure building such as roads, airports, sea ports, urban development and other construction activities, granite, cement, iron ore, coal and other quarrying and mining activities, with power, oil and gas, marine and renewable energy being recently added into the portfolio. One of the early entrants into the construction equipment industry in India, GMMCO has strengthened its presence through strong partnerships and service networks in bringing best in class products and services and has thereby grown to a `3000 crore company with 2500 employees. "Our relentless focus on achieving excellence in customer experience has made us a one-stop-shop for consumers across the world. This has driven us to continuously invest in capability development. Starting with consultancy in choosing the right product, to round-the-clock onsite support, GMMCO's business solutions include both new and used products, as well as rental options. Our USP is providing world class products backed by the best-in-class, after sales support. And it is our people that make this a possibility," says H Jayaram, MD and CEO. For any company to achieve its business goals it is imperative to have a team of highly engaged and capable people delivering consistent and exceptional customer service. GMMCO achieves this through operational excellence and enhanced customer value creation resulting in GMMCO being the customer's preferred service provider. "GMMCO believes that building and sustaining high employee engagement is the foundation for keeping customers engaged. We deliver on our commitments through excellence in our actions with a passion for product support and build enduring partnerships with our customers through a capable team", says Robinson Devaprasad, EVP-HR, Training and 6-Sigma. "Our company has been one of 55

3 Seen here is India s largest dragline commissioned by a young team with an average age of 23 years. The project was completed in a record time of 25 months with zero incidents. 4

4 the most sought-after employers in the industry. As a vibrant team with an average employee age of 35 years we are always ready to take on challenges and new business opportunities. Our ability to adapt to new technologies, new capability requirement is one of our strengths. With our retention levels of about 90 percent, GMMCO is proud that 15 percent of our workforce has been with us for more than ten years. A challenging work environment, excellent career opportunities and competitive compensation keep our employees engaged. Our engagement score is at 83 percent (by AON Hewitt) putting GMMCO on par with the 'Best Employers' in the country," says Devaprasad. GMMCO continually develops leaders at all levels. The senior leadership development process covers a continuous assessment of competencies and styles. The gaps are bridged through appropriate training, new exposure through stretch roles, projects and professional coaching by ICF certified external coaches. The company ensures that the leaders create the right environment for high performance by keeping their employees engaged, empowered and nurtured to deliver excellence to customers. As part of their best practices, young professionals and managers are mentored by the leaders of GMMCO and this forms an integral part of people development. Merit is the most important criteria for higher compensation and faster career growth in the company. One of the key features of the company s culture are transparency and trust. Opportunities for post-graduate program in management are given to technical employees through tie-ups with top educational institutions including IIT Madras, Welingkar Institute of Management Development and Research and EMBA from Great Lakes Institute of Management. Clearly defined processes of development of young leaders is done through programmes like the CEO Circle and Chairman Our robust and sustained leadership capability building at all levels and our state-of-the-art technical skills development, drive our customer service excellence delivered by a highly engaged young team Robinson Devaprasad EVP HR - Training and 6-Sigma, GMMCO Limited 57

5 Circle, for which members are identified through a rigorous selection process. GMMCO invests substantially in assessing capabilities and training through high quality consulting organisations like AON Hewitt, Mercer and SHL. Such training and development practices have enabled GMMCO to fill over 70 percent of the company's leadership requirements through the internal talent pipeline. GMMCO is one of the few companies that offers a complete range of after-sales support starting from operator training and customer maintenance personnel training to total machine rebuilding apart from extensive product support during warranty as well as post-warranty period. The company maintains state-of-the- art workshops and repair facilities across the country. Of these, the Nagpur workshop is one of the few in the Asia-Pacific region to be accredited with the 5-star contamination control certification by Caterpillar. GMMCO's state-ofthe-art learning centre in Chennai is proof of its commitment to its people and customers. Its training centre has been awarded the Service training excellence accreditation by Caterpillar and accredited by IESC, National Skill Development Corporation. The centre includes a unique lab facility for applied failure analysis (AFA), a multimedia lab, machine simulators, bays with adequate training aids for each system, viz, engine, electrical and electronics, hydraulics, powertrain, machines and engines. GMMCO is an equal opportunity employer. Diversity is nurtured through fair practices and a friendly work environment. The company empowers its people 58

6 and encourages them to maintain a balance between their professional and personal aspirations. Making the employee feel valued and cared for by the organisation has been one of the key retention strategies of GMMCO. This is done by establishing a relationship with each employee and forming a long lasting bond. To enhance customer, user and purchase experience and augment physical footprints, several digital initiatives and e-business platforms have been rolled out. Employees are trained to continually innovate and provide pathbreaking solutions to customers. In 2002, GMMCO launched its 6-Sigma programme to foster change and achieve the company's long-term strategic goals. About 20 projects are identified and executed every year through dedicated 6-Sigma professionals as well as functionally embedded 6-Sigma teams. 6-Sigma is being continuously strengthened in collaboration with Caterpillar teams as well. GMMCO has won eight Caterpillar Asia Pacific President s Awards in the last 12 years. It is also a recipient of the Gold Award from Caterpillar for 6-Sigma. "Globalisation and instant access to information, products and services have changed the way our customers conduct business. Today's competitive environment requires that we must relentlessly look for new ways to exceed their expectations. This is why 6-Sigma quality has become integral to our DNA" says Robinson Devaprasad, 6-Sigma deployment champion. GMMCO, as a responsible corporate member of the society, participates in developing skills of underprivileged rural youth to make them capable of earning their livelihood. Training facilities for youth in Raipur, Raigarh and Chhindwara has helped over 300 young men, helping them become employable and even turn into entrepreneurs. The company has also extended timely support to people affected by disasters and natural calamities. During the recent floods the company provided clean bottled water, mats, clothing and other essential supplies to people in Chennai. GMMCO deployed several Caterpillar machines at various flood-effected locations in Chennai last December. GMMCO cares to fulfill its responsibility towards society. 59