We have been recognized consecutively for the last two years, as a ‘best brand in Metal Cutting’ in a survey conducted by the Economic Times
Q. How do you define ‘Quality’?
A product is said to be of good quality if it satisfies the customer requirements in terms of performance, grade, durability, appearance and intended purpose and if all these parameters are sustained during the life of the product.
In Machine tools, I would say Quality is a byproduct of the processes followed in design, manufacturing, assembly, supply chain, sales, and service of a product.
Q. What’s your benchmark for Quality and reliability?
Well, LMW has been in machine manufacturing for nearly 6 decades and we occupy a prominent space in the industry. We have established some of the best practices in all segments of machine design, manufacturing, and services. Nevertheless we do refer to some of the top machine tools manufacturers globally and compare with our products. We also study products before any new machines are taken up by R&D. This helps us to focus and stay in line with our customers’ expectations.
Machine tools being the mother industry of manufacturing, gives us an opportunity to work with a variety of industry segments. This helps us refer to the best practices followed by our customers and implement wherever we find there is an opportunity for improvement.
LMW is recognized on par with global players in terms of quality and reliability.
Q. Have you implemented TQM in your organization? If so, what’s the cultural change it has brought in the rank and file in particular?
Yes, we have implemented TQM. We always focus on work culture, services, systems, processes so as to ensure a continuous improvement of business operations.
As a team, we have adapted ourselves to emerging market conditions, introduced innovative products, better manufacturing, sales & service practices. This has enhanced our market share and improved customer satisfaction.
We have been able to percolate the idea of TQM across the organization up to the last line. This has helped everyone to have clarity on the goals of the company and every effort is focused to achieving the goals. This is reviewed at various levels regularly and aggregates to the overall performance of the organization. Yes it has brought a cultural change in the rank and file. The TQM culture has brought in a great degree of inclusiveness and a sense of belonging among every employee.
Q. How does quality management help in performance improvement?
Quality Management has helped us direct our organizational activities to meet customer expectations.
Today we have sales and service contact centers to handle customer queries; we use CRM for enhanced communication, service, data analytics, forecast and reports (customer centric). We have implemented IoT in manufacturing, modern design & application tools and processes to provide the required solutions to our customers (Continual Improvement of Systems). As a result, we have seen our repeat business grow substantially in the recent times.
Q. What’s the role of intelligent direction in skillful execution of jobs at your end?
At LMW we believe in continuous improvement by upskilling. This is achieved by training our personnel in the latest trends and technologies; the training and job profiles are close looped, and this helps the employees upgrade skill levels resulting in high efficiency output.
The training programs are decided based on performance reviews, business analytics and customer feedback.
Q. How challenging are your business objectives which ought to be based on the tenets of Quality and Customer orientation?
Our mission is to deliver greater value to our customers by providing complete, competitive solutions through technological leadership and manufacturing excellence that are responsive to dynamic market needs.
The primary focus is to meet customer requirements and to exceed customer expectations which will be challenging.
With people, system, process & continual improvement in quality, we relate to our customers providing Integrated Machining solutions more than being a machine manufacturer.
Q. Have you got any recognition for your outstanding Quality permeating all your operations?
I would consider the repeat business and recommendation by our customers to their peers as the best recognition for our Quality. Most of our business comes from our existing customers. There are numerous feedbacks and testimonials from Customers highlighting the quality of our products and services which is an honor and the best recognition we could aspire for.
We also have been recognized consecutively for the last two years, as a ‘best brand in Metal Cutting’ in a survey conducted by the Economic Times.
