Tata Motors, an India based multinational automotive manufacturer, recognised that processes were only a means for getting tasks done, not ends in themselves. The firm had standardised business processes, but also used soft scaling. Tata Motors responded to customer needs flexibly by combining optimised processes with individual judgments based on direct customer contact to enhance an emotional attachment to the customer, and local decision rights. Product engineers and salespeople interacted wi...
BPIR Categories5.5.3 Improve process/product performance
1.3.2 Determine & provide customer contact mechanisms
1.2.3 Identify new innovations that meet customer needs