MUMBAI, India — As part of its push to deliver the ‘Right Part, On Time, Every Time’ for quality service, Ford India opened a High Velocity Centre (HVC) in Mumbai last week. Mumbai now joins Chennai and Delhi in having a regional parts warehouse and is expected to facilitate timely delivery of parts and accessories to dealerships in India’s West Zone.
The West Zone is a rapidly growing market for Ford India and contributes to 22 percent of national revenue in terms of sales of parts and accessories. Ford has almost 41 dealers in this region who need parts delivered quickly to serve their customers better.
By stocking a wider range of parts, dealerships will be able to achieve improved customer satisfaction. All this is possible only when a parts centre is located close to the dealer locations.
Michael Boneham, Ford India’s president and managing director, Randy Creel, director, Parts Supply and Logistics (APA), and PK Umashankar, vice president, Ford Customer Service Division, inaugurated the HVC by cutting a ribbon and lighting a ceremonial lamp.
“We are committed to providing quality service as we increase our footprint in India and gradually roll out eight new products by mid-decade. Supplying the parts on time is absolutely critical, and I hope with the inauguration of this new High Velocity Centre we will be able to send the right parts to our dealerships on time and improve customer satisfaction,” Boneham said. He also thanked the regional team for setting up the new centre in record time and lauded the efforts of DHL, the logistics partner, whose senior executives were also present.
“Prior to the HVC, parts were supplied from the centres in Chennai or Delhi, taking at least five days to deliver. With this HVC functional, the parts can be supplied within 48 hours to most of the locations,” said Umashankar.
“The Mumbai HVC is similar to the HVC concept in North America and this will help improve customer satisfaction by reducing delivery lead time,” Creel said, appreciating the efforts by the Ford India team in launching this facility so quickly.
Boneham and other senior Ford executives also inspected the 3,200 sq.m sprawling facility and flagged off a container loaded with parts to Pune. Among others, Gautam Modi, Rajesh Shah and Rajiv Malvia — the dealer principals of SC Ford, Bhavna Ford and Planet Ford respectively — attended the event and expressed happiness over the fact that that the new centre will enable them to procure the required parts within two days.
“The commencement of the Mumbai High Velocity Centre is poised to change the contours of the Service Parts business and also bring better customer satisfaction through improved delivery performance,” said N.Prabhu, general manager, Parts Operations. He said the strategic location of the HVC, coupled with the full truck load shipments will ensure that dealerships in the West Zone will have reduced transit days, lower transit damage of parts and lean inventory at dealer points, resulting in better customer satisfaction.
Michael Boneham, president and managing director, Ford India, and Randy Creel, director, Parts Supply and Logistics (APA), interacting with the team at the HVC in Mumbai.
Ford senior executives take a tour of the new HVC.