Meritedge

Keywords :

Support Services, Online Assessment, Customer Satisfaction Surveys, Training & Continuous Learning Support

At Meritedge, we believe that our practices should add value to an organisation or an individual through training and consulting. We focus on the improvement of processes on both a strategic and tactical level by eliminating waste, reducing variation, focusing on innovation and being truly Customer centric. Concepts like Lean, Six sigma, Process Management System are some of the tools used to transform processes. Simply, our goal is to make your business better, regardless of the methodology. We focuses on improving processes and developing the human capital through superior consulting and high quality training. We are focusing on the Service and Manufacturing sectors specially in the field of Customer Service, Performance Improvement, Transaction processing and Continuing Education. Knowledge, Transparency and integrity form the basis of our functioning and partnering with our clients. Our style of functioning is what we call CONTINUUM which means "anything that goes through a gradual transition, without any discontinuities". Brief :- Faizan has over 10 years of experience across businesses and functions. He has worked for various organizations like WNS, GE Money, Coca –Cola India and Tata Consulting Engineers. His work has spanned across multiple function like Process Excellence and Customer Satisfaction projects for the Insurance products, Improvement of Consumer Loans process Credit Cards business, Sales, Logistics and Marketing for an indirect distribution set up and engineering aspects of Petrochemical projects like Essar Oil Refinery green field set-up. •Areas of Work :- Reduction of End to End time for Investment product. This initiative was the classic case of reducing the end to end time for an investment product, and the workflow cut across multiple departments. The impact was big with an improvement for Web based applications from 9 % within 3 days to 98% within 3 days and for paper application from 40% cases within 3 days to 98% within 3 days. This was done through the restructuring the process and people with minimal usage of technology. Lean transformation was the key methodology deployed along with Change Management principles. Improving the Customer Advocacy for Insurance products. Objective was to improve the customer experience by linking an external end customer to the internal business process. The metric used was Customer Satisfaction. Initiative improved the CSAT score from 52% in May 2006 to 82% by Dec 2006. Some of the tools used were Voice of Customer, Quality Function Deployment along with Change Management initiatives. New Product Design for Credit Cards. A new product was launched which gave the Card holders an option to transfer their spends on the card to a Loan plan with an Advance EMI feature. This was executed through a Six sigma methodology with a structured approach on identification metrics to desiging the process and recording the benefit in terms of Net Earning asset increase. Warehousing & distribution excellence Key initiatives here spanned across effective logistics planning & execution and inventory management both for raw material and finished goods. One of the initiatives was on the deployment of handheld computers to direct route sales agents with the key objective to reduce the settlement time and reduce revenue leakage • Educational Background :-Faizan is MBA Manufacturing from S.P. Jain Institute of Management & Research, Mumbai and a Chemical Engineer from Manipal Institute of technology. He is also a certified Master Black Belt from WNS.