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Case Studies in Management by J. A. Kulkarni, Asha Pachpande

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14

Creating a Seamless Organization

CASE STUDY

It was a very busy day for the senior executives of Nemichand Motors limited (NML, a group company of Nemichand & Sons, a multi-product multi-divisional corporation), since the Managing Director (MD) Bharat N. Doshi, the eldest son of the group chairman Nemichand B. Doshi, was scheduled to visit the plant. The MD was also to meet all the senior executives at 2 p.m., on the same day, to discuss the major comments made by Jonathan Young, the MD of Andersons India Pvt. Ltd. (AIPL, a well-known consulting group, which had been retained earlier to advise the group in the area of improving the customer satisfaction index (CSI). With respect to NML, the major drawback was the ever-mounting customer complaints ...

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