Application of Total Indi-Solutions Ltd.

2004-05 Assessor Training ( Aug 04-March 05)
Note: This Application Document is purely for the purpose of Assessor Training. It
represents a case study of a fictitious Tata Group Company- M/s Total Indi-Solutions
Limited. The names of members of the organization mentioned in the Application
document are purely fictitious and any resemblance to names of persons serving in any of
the Groups organizations or elsewhere is purely co-incidental and un-intentional.
CASE STUDY:
TOTAL INDI-SOLUTIONS LIMITED
TBEM 2004 External Assessment - Applicant Self Certification

Form
1. Applicant Company/SBU/BU * (*Please strike out whichever is not applicable)
Applicant
Address
Telephone
Total Indi-Solutions Limited

369, D Road Industrial Estate
MIDC Industrial Area, Chinchwad
Pune - 411049
020-7123434
Fax
2. Senior Management Details

Highest Ranking Official
Name
Designation
Telephone
Fax
E-Mail
Company
SBU/BU*
Sanjay Saxena
Managing Director
020-7123435
020-7123437
ssaxena@tisl.com
020- 7127575
Business Excellence (CQH)
R Advani
Head-CQ&SS
020-7123438
020-7123436
radvani@tisl.com
3. Organisation Chart
Please attach a Line and Box Organization chart, including the name of each unit or Division within your Company. If you are
applying as a SBU/BU, briefly describe the reporting relationship with the companys corporate centre, and highlight the
common functions in the chart which serve the whole of the company.
4. No of Employees:
In the Company:
5. Site Listing and Location Details

Sites/ Division
Pune
Mumbai
Vadodara
Delhi
Kolkata
Jamshedpur
Chennai
Bangalore
Site
1041
No of Employees
820
42
13
33
25
29
62
17
In the applicant SBU/BU*:
Product/service Description
Head Office
Sales, Cust. Support, Proj. Mgt for BC
Sales, Cust. Support
Sales, Cust. Support, Proj. Mgt for IS
Sales, Cust. Support, Proj.Mgt for BC,GS, IS
Note: Please use an Extra sheet, if need be.
6. Lines of Business: If an applicant is composed of distinct lines of Business, please give the details as below.
Sl No
Line of Business
Entire TISL Organization
Turnover in Rs. Crores
Approx. 400
Percent
100
7a. We certify that we are eligible for participation in the External Assessment 2004, on account of being:
(Please tick the appropriate box)
An applicant with an independent board
customers/offerings
A SBU/BU with Sales Turnover > Rs100 C
A SBU/BU with Sale< Rs100Cr but distinct
7b. We confirm that more than 50% of turnover of the SBU/BU comes from sale of products and services outside
the parent company, and that we maintain financial accounting statements at the SBU/BU level. (In case the
applicant is an SBU/BU)
8. Application Release statement:
We understand that this application will be reviewed by a Team of Assessors. We agree to host the consensus
meeting and the site visit, which are parts of this process, and to facilitate & support an open and unbiased
assessment. We also agree to share nonproprietary information on our Business excellence processes, for the
benefit of other Tata companies.
SD/Signature of the highest Ranking Official:
Date: 15th July 2004
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TOTAL INDI-SOLUTIONS LIMITED
Organisation Structure 2003-04

CORPORATE
TISL BOARD
Managing Director
Sanjay Saxena
OPERATIONS
AK
Chatterjee
STRATEGIC BUSINESS
Industrial
Solutions
Vikram
Zutshi
Global Services
+ R&D
SK Sharma
Building
Controls
Rajiv
Kumar
Control
Products
B A Singh
Factory
DK
Bhagwat
Sourcing
BV Krishnan
REGIONS
Delhi, Mumbai,
Kolkata,
Chennai,
Jpur,
Bangalore,
Vadodra
WORK CENTRES
R&D
A K Ganguly
SUPPORT DEPARTMENTS
GROWTH
REGIONS
Internal
Audits
V Khan
HR&PS
SK Misra
CSBD
Srinivasa
Rao
CQ&SS
R Advani
Security
Solutions
Sunil Bhat
Corp. Comm.
Sonali Singh
TSS
Sanjeev
Verma
Finance &
Sec.
N Tewari

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VOC
Time Table
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Time Table
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AGENCY
ACTIVITY
Contract
Review
Project
Closure
Project Planning/
Customer KOM
SBU
Feedback
Factory
KOM
Factory.
System
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Procurement
Packing
&
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Integration
& Testing
I
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H/W
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SBU
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Project
B/O KOM
SBU
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Procurement
of B/O
A
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Target 03-04: eQ
5
4
& 3* .
4
6(
"7
7
#
$ #
!
#
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9
6
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#
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#
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3:/
78
82
81
81
80
80
82
76
82
79
81
80
80
Vulnerable
Share
7
" #
#
#
!
10
8
60
40
20
&
"
"
&
77
81
Commitment Share
69
76
67
77
73
81
Vulnerable Share
$5& #
%3
./
! .
! .
& B
#
#
4
&
100
80
60
3
40
20
1
TISL
Comp.
TISL
Comp.
TISL
02-03
Comp.
79
77
81
90
80
83
Commitment Share
74
68
81
90
80
83
$(& #
6# 0 7
! #
'4 %*
25
20
15
40
10
20
5
TISL
Comp.
TISL
01-02
, "
! . -
!
1
.2
!
/
. ,!
03-04
eQ Index
$ # '4 %*
60
&
Target 03-04: eQ >80
% B
Vulnerable Share
3)
B
#
!
2002-03
78
eQ / Commitment
#
"
2001-02
80
#
!
Suretrols Jay Contr.
73
" # #
9
Suretrols Jay Contr.TISL
01-02
&
#
#
TISL
80
@
!
$ '4 %*
80
76
& !
0
0
80
73
eQ Index
%3
79
78
# " #
#
#
79
Commitment
Share
100
eQ / Commitment
03-04
eQ Index
"
02-03
1
TISL YCL ACL TISL YCL ACL TISL YCL ACL
$ &#
70
01-02
:;;/
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#
< = '
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3
75
65
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#
!
#
42 ' 5
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!
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# # #
4
# 5
68
7
3*
eQ / Commitment
80
/
85
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#
!
!
Vulnerable
&
Vulnerable
%3
Comp.
TISL
02-03
Comp.
70
71
69
75
74
71
Commitment Share
58
58
54
58
64
52
Vulnerable Share
20
11
23
13
03-04
eQ Index
$)& #
Vulnerable
$
#
#
!!
Vulnerable
"# #
&
!
6# 0 7
'4 %*
5#

85
eQ / Commitment
4
2
TISL
Comp.
TISL
79
82
79
Commitment Share
73
75
79
71
Vulnerable Share
$-& #
E
!
D "
# #
"
= $ E
3:C
30
80
25
BC
2003-04
eQ Index
79
62
71
69
68
Commitment Share
79
42
54
50
49
27
13
18
6/
;8
< '4 %*
30
80
25
#
3:;
"
" #
3 : :*
60
TISL
YCL
TISL
Suretrols
Jay Contr. TISL
TVS Cherry TISL
BC
1999-00
61
2002-03
73
75
2003-04
85
83
CP OEM
CP Direct
40
79
82
%3
73
93
$>& 2
59
57
57
72
58
100
20
60
15
40
10
20
Asia Pacific
N.America
EMEA Asia Pacific
N.America
EMEA
110
100
2003-04
eQ Index
78
70
69
60
79
Commitment
Share
81
75
58
49
50
79
Vulnerable Share
14
14
11
$ &#
120
100 Point Scale
81
6/
90
80
70
60
50
40
80
<
IS
BC
1999-00
74
43
2002-03
90
79
2003-04
94
CP OEM
CP Direct
93
100
92
78
79
30
70
25
60
eQ / Commitment
IS
100
2002-03
%3
$ &?
! ! 0
20
50
40
15
30
10
20
10
Senior
Middle
#
"# #
Junior
71
67
Commitment
Share
60
54
47
10
15
!.
!
#
&
2003-04
6/
A
4
&
! '
73
#
#
eQ Index
$1& #
"#
#
# "
80
40
Vulnerable
eQ / Commitment
&
100
PTS
100 Point Scale
IAC
4
&
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5
BC
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120
10
20
#
!
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15
40
"
20
60
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#
Vulnerable
eQ / Commitment
100
2002-03
%3
& #
Vulnerable Share
" #
%
D "
#
!
7
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6G
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4
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%3
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8
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#
78
"
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#
!!
03-04
eQ Index
Comp.
02-03
Vulnerable
65
&!
75
70
!
#
&
80
%3
"
10
&5
#
3 : ::
!
!
=
#
! #
<
1200
525
500
345
490
204
600
307
200
198
80
2000-01
200
2001-02
2002-03
Target
%3
$ & #
#
=
? ""
!
!
>
"
&
&
2003-2004
% Installations covered for AMC
)& ? 9 # @
80
- !
'
3 : :)
&
#
!
-
# 8
!
3 : :)
'
%3
2001-2002
Total Installations
&
#
2003-04
70%
69%
613
Achieved
0#@ ?9
&
35%
31.70%
24.80%
24.10%
30%
75
25%
20%
70
"# #
15%
10%
65
69
74
2001-02
2002-03
5%
69
60
60
Total Installations
No of Letters
72%
71%
Installed Base
74%
73%
982
400
94
100
76%
75%
72%
% AMC
300
# "
800
Installed Base
Value in Rs.Lacs
400
78%
77%
77%
1000
% AMC
600
0%
2003-04
% Installations covered for AMC
40
%3
-& ? 9 # @
6 #
20
5 0
0
2001-02
2002-03
2003-04
11
20
IS
3
CP
BC
GS
14
54
%3
$ 5& #
"
3&
#
# " "#
#
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#
#
# "
!
#
? ""
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#
@
#
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$
E
7
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7
&
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#
3 : :+
20
#
!
#
# "
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#
7 6
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&
3 : :+
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61
61
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&
&
!
7 "
& $
! 6
-
#
-
& #
3 ) := !
17
! !
!
-
3): !
$ 8
.
Tar get Wit hin SLA
No of Events
15
10
10
5
0
4
2002-03
BC
CP
2
2001-02
IS
2
2000-01
?9 # 8
#
=<
%3
!
&
120%
100%
80%
60%
40%
20%
0%
$ (&
2003-04
! #
& #
'
$ '
#
#
# "
! #
3 : :, # " >
3 : :H !
=<
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!
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%RBT
%CRT
%RBT
IS
# >
&
!=<
#
&
%3
98%
2001-02
100%
2002-03
93%
75%
86%
73%
89%
94%
2003-04
97%
86%
68%
76%
84%
95%
#
5
0
=
RBT-%Resolut ion wit hin Benchmar ked Time
"
$ = # A /
;*0
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%3
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GS
2000-01
5$ & #
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BC
CRT- %Complaint Resolut ion Tr ends
&
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5$ ? & #
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3)+
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#
#
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3),
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0.3
0.25
!
&
!
'
% Failure
*+ '
0.27
0.24
0.2
0.19
0.1
0.05
Target 03-04: 4.5
Satisfaction Scale (1-5)
1999-2000
%3
2000-2001
5$-& %
2001-02
? #
'
- & .
Engineers
Knowledge
on System
2002-03
4.3
4.3
3.9
4.2
4.1
4.2
2003-04
4.5
4.6
4.4
4.3
4.3
%3
5$5&
3 ) :*
! #
&
# - &
80
!B ' *
75
70
90
87
84
TISL
YCL
ACL
TISL
Suretrols
JCI
TISL
Comp.
BC
2001-02
81
82
2002-03
79
82
2003-04
84
82
83
81
TISL
Comp.
CP-Direct
TISL
CP-OEM
Comp.
CP-Dealer
78
83
74
80
74
83
79
81
78
84
81
88
77
77
81
74
82
83
78
83
86
83
79
82
82
78
%3
75
2002-03
TISL Survey
85
IS
2001-02
90
65
82
! ?
96
80
2003-04
Target 03-04: > 80%
85
2002-03
&
Availability of Response to Timeliness & Completion of

Tools &
the queries adherence to job expected
tackles
during visit
schedule
during visit
100
95
3)C
$
100 Point Scale
Quality of
Service
!
3
! @
0.26
0.15
Satisfaction Scale
0.26
2003-04
5$:& 0
100
ACN Survey
80
5$(& #
!!
#
&
# "
"
#
#
' ( )**+ *,
! # #
!.
# !
&
!
&
#
#
60
100 Point Scale
%3
40
20
0
TISL
YCL
2001-02
78
78
2002-03
73
80
2003-04
77
79
No of Programs
5
5
4
3
78
76
Comp.
TISL
CP-Direct
Comp.
CP-OEM
73
80
69
73
73
76
77
80
81
90
72
81
73
76
75
77
79
76
75
5$ & C
100 Point Scale
75
0
2001-02
2002-03
CP
%3
5$)&
3 0
&'
2003-04
65
3)H
$# 0 A
!!
&
!
!
#
! #
!
!
!!
!
!
# 0
!!
YC L
AC L
2 00 1 -0 2
80
79
T IS L
S ure tro ls
2 00 2 -0 3
77
81
2 00 3 -0 4
80
79
%3
JC I
BC
78
80
5$1&
74
78
72
77
75
82
72
76
73
A #
90
80
70
!!
60
50
&
# !
T IS L
IS
!
#
70
BC
100 Point Scale
2000-01
&
TISL
BC
80
&
Suretrols JCI
85
TISL
%3
ACL
IS
40
30
20
10
0
TISL
YCL
ACL
TISL
Su retrols
IS
2001-02
78
78
2002-03
73
79
2003-04
78
79
%3
5$>& ?
JCI
BC
78
80
! #
72
77
67
76
77
81
72
76
73
!
!
"
& # "
?
& "# #
!.
# ' ( )**+ *, 8 #
E
#
!
#
D "
#
<
!
!" " #
%?
!B&
Target: CSI 70%
&
"
100%
E
! # F
<
# "
7
#
# 6
70%
60%
= $ E
Adh. to
Tech
Specs
Quality
of Sys
H/W
Quality
Sys
2001-2002
73%
77%
73%
69%
64%
71%
78%
79%
68%
72%
69%
73%
2002-2003
74%
81%
78%
74%
69%
68%
81%
77%
69%
75%
69%
73%
75%
2003-2004
77%
84%
73%
74%
75%
76%
81%
70%
69%
75%
74%
64%
68%
%3
80
4.6
60
40
Quality
Cycle Time
2001-02
54
44
77
2002-03
81
73
2003-04
92
87
%3
5$>? & / $7
=0
"
%3
3.4
KOM(Proj.
Execution)
Engg Doc
(Design & Dwgs)
Monitoring &
Control
Overall
2002-03
3.6
3.5
3.5
3.7
2003-04
3.8
3.7
3.6
5$ (& #
8 $
72
67
100 Point Scale
71
66
*,
"
64
5$ & / $
E<
"
#
! '
#
3 ) ::
2003-04
!
! E<
100 Point Scale
%3
$
!8 8
&
160
No of OEM'
s
150
120
40
20
0
TISL
YCL
ACL
TISL
SuretrolsJCI
A#
Comp. TISL
CP-OEM
Comp.
CP-Dealer
97
97
92
95
88
92
98
66
77
94
98
94
91
99
97
100
95
89
62
92
2003-04
97
97
94
95
91
89
85
93
98
5$ )& 7
&
2003-04
'# 0
Comp. TISL
CP-Direct
2002-03
!
8 9
TISL
BC
%3
2002-03
! '
2001-02
97
5$ &
60
=
2001-02
%3
' ( )**+
#
3 ) :, 5
80
127
100
80
IS
140
!
#
100
58
2002-03
, !
120
64
2001-02
D !
9 !
@
%
9 !
62
60
# "
#
3 0
! #
& !.
&
68
.
#
73
70
!B 6
3.8
'
74
Target 03-04:4.5
3
Skills
%?
4.2
20
0
Facility Measuri
Respons Respons Clarity Overall
H/W
Internal Access
QA
on the ng Inst.
e by
e to
on FAT
Op
Ready & Tests & to Engg.
Reports
Shop Availabili
Prodn/Pr Queries Exec. Process properly
ITR
Doc.
5$ 5& #
100
Scale 1-5
100 Point Scale
80%
50%
!
# "
Satisfaction
90%
E%
<
$ D
$
! .
(%
!
( %
!
? "
+ 9
&
! &
7
)
#
0
!
""
5 ($
E
"
-
# " # !
4
5 .
&
""
!
!
&
#
-
&
!
# '
#
!
!
'
I " # #
! #
!
&
#
=
- @
#
"
!. $
.= @
80%
75%
70%
65%
60%
55%
50%
45%
40%
#
@
B
"
3+ 3!
#
#
Order Booking in Cr.
($-& C
65.0%
502
1998-99
%3
($ & 8
2002-03
200
B 3
410
325
327
335
330
160
184
167
157
160
1998-99
1999-00
2000-01
2001-02
2002-03
278
284
%3
.=
YCL
($5&
'
*'
6.0%
0.0%
-2.0%
1999-00
2000-01
2001-02
TISL
%3
-3.0%
2002-03
ROCE
&
# .
35.5%
21.3%
1999-00
2000-01
2001-02
TISL
YCL
-20%
%3
($)&
&
!
"
!
6
!
! &
*+ *,
2003-04
YEE
-16.1%
!!
9.0%
10.7%
9.9%
9.4%
8.7%
1998-99
%3
14.0%
10.6%
11.6%
8.4%
9.2%
5.0%
"
# 1
#
' A
#
Target 03-04: 10%
12.2%
7.0%
"
!
! #
&
! #
2002-03
# "
&
11.0%
0.03%
1998-99
$ '
15.0%
23.50%
2002-03
! #
J
&
# ' ( *) *+
&
2001-02
"
&
13.0%
24.9%
1.40%
YCL
!!
3+ ,5
31.7%
1.70%
($ &
#
! '
2.00%
2000-01
&
#
Target 03-04: 25%
Benchmark: 30%
32.0%
2.10%
1999-00
%3
2003-04
YEE
0%
2.00%
1998-99
YCL
10%
-10%
2.50%
2.40%
0.00%
#
4
2.20%
TISL
40%
20%
2.00%
($(& 0 ?
#
30%
2.60%
6.2%
-4.0%
4.30%
4.00%
7.01%
-0.9%
3 + 35
Benchmark: 1%
5.00%
7.1%
2.3%
4'
#
3.00%
5.2%
1.00%
1998-99
&
"
4.8%
2.7%
2003-04 YEE
Target 03-04: 6.14%
4.0%
2.0%
($:& 7
" #
Inventory to Sales
PBT To Sales
8.0%
157
2002-03
Target
7.0%
150
#
$
6.9%
193
%3
2003-04
YEE
!
10.0%
'
2001-02
#
#
2003-04
YEE
100
#
!
TISL
Target 02-03
2002-03
YCL
208
0
TISL
2001-02
150
400
100
2000-01
40%
48.7%
250
2003-04
YEE
Target 03-04: 327 Cr
300
1999-00
($:&
Sales Revenue in Cr.
Sales Revenue in Cr.
%3
2001-02
55.0%
51.7%
47.5%
35.7%
30%
Receivables to Sales
2000-01
56.8%
TISL
500
200
59.7%
43.4%
363
1999-00
50%
290
1998-99
2003-04
YEE
'
52.0%
40%
306
2002-03
Benchmark: 29%
70%
430
2001-02
YCL
B 3 # "
60%
301
2000-01
TISL
80%
Target 03-04: 450 Cr
550
500
450
400
350
300
250
200
1999-00
58%
63%
45%
Receivables to Sales
3+ :
!
!
71%
59%
56%
%3
! '
!
# !
69%
56%
1998-99
! &
63%
#
E
Benchmark: 38%
74%
Working Capital
@E A
&
1999-00
TISL
2000-01
YCL
2001-02
2002-03
($1&
# "
'
3+ ;
&
7#
&
-
60
0.85
0.8
1.19
0.68
0.63
0.43
0.42
Market Share
1.47
Debt To Equity Ratio
1.6
1.4
1.2
1
0.8
0.6
0.4
0.2
0
0.76
0.52
0.11
0.03
1998-99
0.04
1999-00
TISL
%3
"
@
3 + :* # "
ACL
($>& 7
0.02
2002-03
2001-02
YCL
&
&
#
E
&
.
&
&
2003-04
52
52
YCL
35
13
16
ACL
16
26
Others
31
13
"
<
'
28.21
32.76
26.78
*+ *, #
&
& #
3 #
#
39
32
'
1998-99
1999-00
2000-01
TISL
%3
2001-02
'
*"
#
)**+ *,
# ! "
!
#
2002-03
&
.
" # #
#
!!
7
#
3 + :+ # "
$ =<
#
- #
'
#
"
1.96
Revenue / Employee
& !
2.72
1.75
!D
!
F
YCL
($ &
" #
27.35
26.11
& #
H *0
35.95
31.92
<
<
# D
Target 05-06: 39.5%; Benchmark: 32%

38.68
($ 5& 9
&
'
#
Revenue / Employee
2002-03
46
%3
&
2001-02
TISL
&
&
40
38
36
34
32
30
28
26
24
22
20
20
0
0.04
2000-01
40
&
& !
#
!
#
# #
;*0
Market Share
60%
1
0.74
0
0
2000-01
2001-02
TISL
%3
20%
0%
2002-03
YCL
($ ? & 0 ?
40%
"
"
1998-99
1999-00
2000-01
2001-02
2002-03
2003-04
TISL
30%
30%
30%
33%
45%
40%
JCI
23%
35%
32%
24%
26%
20%
18%
16%
18%
13%
36%
27%
Suretrols
25
40%
Others
20
15
%3
10
5
TISL
YCL
1998-99
TISL
YCL
TISL
1999-00
YCL
TISL
2000-01
YCL
TISL
2001-02
YCL
12.6
4.08
21.8
8.7
21.9
3.81
19.1
-1.41
19
-4.71
Dividend per Share
1.5
%3
( 59
8 " #
1 !
#
($ &
3 @7
3 + :,
2002-03
Earnings per Share
#
'
"
" #
!
7
=.
# "
'
#
.
=
14%
- &
! #
! &
.
" "
#
! #
" # &
!
13%
#
!
27%
&
-
($ (& #
! & #
# #. >
#
0
#
-5
-10
42%
13.33%
12%
11%
! #
7 < 3 + :)
13%
10%
10%
9%
8%
#
" # #
! &
#
>
!
# "
#
:
" #
2001-02
3 + :)
-
#
=
%3
& ($ )& # 0
B
#
.
&
!
#
.
#
# 1
' ( )**) *+ #
.
" #
# "
7.
! %
# .
3 + :H
3 + :C ! #
# >
! E<
#
" #
#
E<
" # 8
68
.
2003-04
&
.
#
2002-03
#
#
26
90%
20
% Satisfaction
Value in Rs.Lacs
22
18.12
16.33
18
80%
70%
60%
16
50%
14
40%
11.59
12
10
2000-01
%3
2001-02
2002-03
($ -&
2003-04
170
1999-00
2001-02
2003-04
89%
84%
71%
57%
Feel a sense of belonging
80%
73%
83%
77%
Loyalty - 3 Years
49%
49%
48%
48%
Recommend TISL to
Friends/Relatives
61%
61%
68%
70%
)$ &
"
"
120
97
80
% Satisfaction
90
72
70
60
40
20
50
2000-01
2001-02
%3
2002-03
($ :&
8 9
2003-04
#0
&
Target 03-04:OACES 9.5; PTS - 6
35
Global Business
in Rs.Lacs
30
Pune
Mumbai
Chennai
Delhi
Kolkata
J'
pur
Baroda
Bangalore
Satisfied 98-99
87
100
100
95
100
100
100
100
Satisfied 99-00
83
78
82
95
87
75
85
100
Satisfied 01-02
65
67
47
59
59
64
53
Satisfied 03-04
63
70
64
64
63
59
47
55
Dissatisfied 98-99
Dissatisfied 99-00
13
%3
25
)$5&
20
10
100
80
00-01
'
01-02
'
02-03
'
03-04
60
11
14.5
19.2
30
40
From Non-Solutions-PTS
3.7
20
From Non-Solutions-OACES
4.2
11
From Solutions Inc.
%3
#
#
" #
#
&
"
#
! '
&
3 + :/ !
%3
!!
E #
2
2001-02
2002-03
2003-04
TSS
1.8
2.4
5.2
SS
2.7
8.8
7.3
%3
)F
($ 1&
&
& !
# 1
$1 !
"
" # E
$1
- &
' ( *+ *,
&
$1 I #
#
#
!
&
2<
# !!
! 1. #
&
&
CP
HR&P S
Fi nance
CQ&S
Fac t or y
CM G
88
97
95
100
86
100
Sat i sf i ed 99-00
77. 5
90
81
96
93
93
88
88
89
Sat i sf i ed 01-02
60
64
71
58
74
73
68
69
78
Sat i sf i ed 03-04
56
64
60
67
63
68
59
69
Di s sat i sf i ed 98-99
Di s sat i sf i ed 99-00
5.5
)$(&
# "
#
4'
!!
@7 "
! #
3, +
3 , :C
!
5
! K !"# #
" #
" # #
!
3, ,5
&
)**+ *,
& ! #
$1
&
#
&
Benchmark: 2.35
14000
12000
10000
3.30%
2.74%
3.57% 2.11%
2.67%
4%
2.42% 4%
3%
3%
8000
2%
6000
2%
2000
0
10584
&
3, :
,
&
10537
&'
"
4000
"
12220
GS
92
& '
3,
$1
&
#
#
! "
!
) 4
5
+ 4
" # #
#
L 4 E5 = %
"
$1
!
E
!
3 , :) #
>
>
="
"
6
4
BC
86
3 A 7
!
" &
Target 03-04: TSS - 5.0 Cr; SS - 8.6 Cr
10
IS
Sat i sf i ed 98-99
10414
#
"
7370
# &
-
"
Target: 80%
($ & /
$
!
6500
&
120
15
Value in Rs.Cr.
$%
100
110
"
Target: 80%
127
130
No. of OEMs
1998-99
TISL is a Good Place to

Work
%3
150
150
$1
#
Industry Best: 78%; Ind. Average: 68%; Target: 80%
100%
24.55
24
98-99
99-00
00-01
01-02
02-03
03-04
Investment in Training/emp
1%
1%
0%
Investment in T&D as % of Payroll
'
!J
" # #
& 9
&
& #
#
&
J
J
#
J
4500
120
4000
100
Investment Rs.Lacs
3500
Payroll Rs.Lacs
3000
80
2500
60
2000
1500
40
1000
500
0
0
Payroll Rs. Lacs
98-99
99-00
00-01
'
01-02
'
02-03
'
03-04
482
635
667
697
790
870
% of eligible emp
receiving training
60%
72%
79%
79%
94%
94%
%3
1896
2436
2668
3500
3800
3965
52
65
88
96
88.3
96
Investment Rs. Lacs
"
"
9
98-99 99-00 00-01 01-02 02-03 03-04
No. of emp
actually received
training
20
500
Target: 80%
1000
)$>&
!
G
=% 7 $ H =#
"
100%
80%
60%
40%
20%
0%
% Eligible Employee
)$)&
No. of Employee
%3
3 7
G
" E
3
$
! "
+ $ #*
"
'
3=
Target: 8.0; Benchmark: (TISCO)
%3
'
)$-&
3 , C # " # 6# 7
!
! # $1
"
&
#
!2
9.5
9.0
8.5
8.0
7.5
7.0
6.5
6.0
5.5
5.0
$1
#
14000
12536
No. of Hits
11000
8.1
8.0
6.7
9.1
8.9
8.0
8.0
8.0
01-02
02-03
03-04
7.6
5.7
6.0
5.5
98-99
99-00
00-01
TOTAL training implemented in Mandays/ Elligible employee
8000
Training Target for Mandays/Employee
5000
4337
%3
2000
2002-03
%3
# &
&
>
'
)**+ *,
A7 0
!
!
"
3, 3
#
&
)*** *:
"
&
BCD
!
>
!!
100%
80%
Percentage
"
"
Training Certification Results

No. of
%
No. of
SBU / Dept / Eligible Certified Achievem Eligible Certified % AchieveRegion
Emp.
ent
Emp
02-03
03-04
ment
2003-04
)$:&
)$ &
72
52
72.22%
66
53
CC
Purchase
14
Commercial
80%
0.00%
64.29%
43%
33.33%
67%
Corporate
60.00%
67%
CQ&SS
21
15
71.43%
16
16
100%
60%
CSBD
0.00%
50%
40%
Factory
28
22
78.57%
30
24
80%
20%
Finance
40.00%
25%
GS
233
164
70.39%
303
247
82%
HR&PS
12
66.67%
11
82%
285
217
76.14%
276
229
83%
70%
0%
9 8 -9 9
9 9 -0 0
0 0 -0 1
0 1 -0 2
0 2 -0 3
0 3 -0 4
IT S k ills
34%
22%
22%
8%
10%
6%
B u s in e s s S k ills
28%
29%
25%
24%
18%
30%
B u s in e s s P ro c e s s e s
6%
5%
6%
19%
10%
21%
IS
H o n e yw e ll S ys te m s
a n d P ro d u c ts
32%
44%
47%
49%
62%
43%
IT IS
55.56%
10
Products
32
22
68.75%
36
28
78%
SS
11
81.82%
18
18
100%
T&T
62.50%
88%
TSS
10
70.00%
10
80%
R&D
0.00%
13
11
85%
758
543
71.64%
822
"
%3
)$ & #
3 7
10000
8000
6483
7100
7256
6600
5358
TOTAL
4378
8189
6154
5698
4396
2000
7625.5
%3
4000
6773.5
6000
'
# "
"
9 8 -9 9
9 9 -0 0
0 0 -0 1
TO TAL tra ining imple me nte d in M a nda y s
)$1& 3
"
0 1 -0 2
0 2 -0 3
0 3 -0 4
Tra ining Ta rge t fo r to ta l M a nda y s
'9
* 3
A
"
#
%
!
#
%
3 , :)
$1
%3
)$ & A 7 #
!
#
670
82%
%
.#
;):
# ! .#
"
:)H
&
"
C;+
>
Skill Enhancement %
&
Target: 70%
80%
#
#
76%
75%
76%
74%
'
70%
&
3 , :3
,H
Pre six Sigma

2001-02
Post Six Sigma

Phase I
2002-03
)$ 5& A 7 0
Post Six Sigma

Phase II
2002-03
"
$ ,
Post Six Sigma

Phase III
2003-04
75%
Attrition Rate in %
76%
% Effectiveness
77%
78%
77%
74%
74%
20%
18%
16%
14%
12%
10%
8%
6%
4%
2%
0%
12.77%
8.76%
9.45%
99-00
03-04
6.00%
00-01
%3
72%
02-03
!!
16.73%
73%
01-02
)$ (&
'
3000
&'
! 3
3 , :/
#
!
% Effectiveness
84%
82%
1500
"
83%
1000
# 8
03-04
Appearances
2178
81%
&
!
483
296
300
Effectiveness
"
400
200
)$ )&
"# #
500
80%
Total
Certifications
&
@1
! #
No. of Awards
02-03
2613
1188
1449
990
82%
500
%3
"
# .
1
&
85%
2000
1164
Numbers
83%
03-04
3 , :; # " #
#
# #
$
#
- "
%
&
! &
&
86%
85%
2500
02-03
)$ & ?
I #
Target: 80%
6.40%
01-02
#
%3
"
#
&
#
D "
98-99
74%
00-01
** *:
!
IT Industry Avg:16-20%
Target: 80%
78%
&
79%
# #
60%
&
&
66%
65%
%3
&
/H
'
115
53
100
Target: 80%
90%
90%
80
90%
88%
60
89%
119 107
40
20
67
46
52
03-04
Appearances
)$ -&
'
$
:C
3C
/*0
;+ 0
:**0
//0
;*0
/) H 0
;) :0
//0
%3
)$ : & 7 0 #
&
# .
@ !
& %
& @
&
21
- &
!
%3
)/
3 A
+)
B
&
/C
20
20
0 1 -0 2
:C
30
+*
40
Effectiveness
,*
4>
E !!
55
10
Total
Certifications
!B ?
50
87%
02-03
)$ 1& 0
2003-04
60
88%
%3
89%
88%
61
2002-03
91%
0 2 -0 3
0 3 -0 4
)$ >& # % %
&'
?!
3 , ): # "
&
&
!>
# &
Numbers
Number
100
2001-02
%3
91%
No. of CFTs
120
2000-01
92%
91%
% Effectiveness
140
80
70
60
50
40
30
20
10
0
67
66
6
01-02
&
3 + :* $ 3 +
6
02-03
S&L Sessions
03-04
E-mail Forum
:*= !
%3
)$5 & 4
3 A
350
265
300
286
#+ A
2
248
200
150
90
49
100
114
82
57
1999-00
2000-01
2001-02
2002-03
2003-04
49
90
57
82
114
286
248
Family Health Plan
%3
)$5 &
3 , )) # "
# #
#
"
265
"
! 0
! # K.
3H : # "
! # G9
1141
- &
1123
20
0
2000-01
2001-02
2002-03
85-100
89.4
86.6
93
92
61-84
5.7
8.4
5.6
00-60
4.9
2.4
600
-$ & 2
%3
9
2 0 0 3 -0 4
N o . o f c o m p la in ts R e s o lv e d
)$55& 0
'8 3
"
B 0
40%
20%
0%
? F ? *& #
&
2000-01
2001-02
2002-03
2003-04
0-2 Days
95%
91%
94%
94%
2-5 Days
3%
7%
5%
5%
%3
!!
# "
# "
- #
'
<
# "
3 , )+
! D =
" & !
:/**:
=
D E
8
)** % <
3H 1 < %
>
=
)$5)& C
)H * )3*
3*1
>
%J 5 5$ (
(- #
5-
&
&
$ < &
&
& .
"
5-
&
!!
!
#
:
"
& #
#
! #
%
9
3
&
! & # #
"
# (
? -(
&
'
# !
- =
8
! #
%3
= D=
!
!D
>
#&
& !
"
5
&
)$5(& 0
#
5-
&
? F?
&
30
100%
20
96%
10
92%
" !
& #
- #
7 !B$ $ !B&
4
" 5 " #
9 = &
&
2#
(
1998- 199999
2K
! '
2000- 2001- 200201

02
03
200304
29
20
11
33
17
93%
94%
95%
96%
97%
100%
%3
<
&
G #
!
#
Target 03-04: 90%
104%
# .
!
&A
&
- #
!(
&
%J 5 ($ )
& " % (51
&
!!
& #
& 1
#
#
& 2 ! .
3H +
'
40
% Com pletion
<
L &
1
!
No. of Audits
Planned
" #
&
! 2D
&
&
3
K=
-8 3
E&
&
"
:
5 ?
?
!
#
%3
"
&
No. of Audits Planned
!
&
&=
! #
#
&.
B
-$5& /
&
&
#
Target: 0-2 Days - 94%
60%
% Vendors
201
2003-04
80%
234
200
!!
40
%3
60
A v e r g e T im e to R e s o lv e ( D a y s )
>
100%
N o . o f c o m p la in ts lo g g e d
# G9
800
2 0 0 2 -0 3
! #
3H +
3H :
Target: 85-100 - 90%
1000
400
&
80
" #
1200
100
&
&.
No. of complaints / Days
'
-L
)**) #
#
!
% Vendors
Housing Finance
Assistance
"
"
#
#&
3 '2 + *& # 9 =
#
! G
& #
50
'
&
+
A
-$(& 2
% Completion
Numbers
250
88%
#
"
.
"
#
1
N1
-.
-N
#
!
!
3H ,?1
-5
'
Target 03-04: 2670
40 00
No. of Items
30 00
3H /
# #
Target 03-04: Sourcing 2 Cr; Factory - 5 Cr.
900
2993
20 00
#
800
2 460
700
214 2
340
Rs. In Lacs
600
500
10 00
1316
400
300
200
20 00-01
2 001-0 2
%3
-$)& 7 ! B $ $
& #
#
!
#
!
&
#
2002-03
94
0
2 0 0 0 -0 1
2 0 0 1 -0 2
2 0 0 2 -0 3
F ac to ry
>
%3
1
!
-$1&
!
>
&
3H H
&
3H ;
*'
* '4 %*
&
4.
4. 8
Target 03-04: 4.0
6.3
6
No. of Turns
No. of NCRs
4
3
5.62
5.5
2
1
0
2000-01
2001-02
%3
!
#
2002-03
-$-& 0
&
8 >
%3
;**: )***
'
3H C #
!
! #
4
0
No. of NCRs
1998-99
1999-00
2000-01
2001-02
2002-03
2003-04
TISL
9.47
9.17
8.69
8.25
10
11
YCL
9.63
9.79
10.96
0.18
%3
20
2000-01
2001-02
2002-03
2003-04
Internal NCRs
37
33
59
54
External NCRs
11
10
External NCRs GS
#
! #
&
#
'
@ ,
0#
=
9
&
# .I =
E< .
&
="
-$ &
98 %
98%
96 %
600
500
500
450
400
400
2001-02
N o of P articipants
attended A w arness
P rogram
417
TB E M S core
%3
-$ &
!
&% !
J J ' 9 *& #
$ '
& # "
2002-03
2003-04
442
686
436
492
TBEM Score
No of Employees
550
94 %
92 %
94%
T arget Score: 03 -05 - 5 55
700
90 %
95%
94%
95%
9 7%
98%
98%
Yield Ta rget
92%
93%
94%
9 6%
97%
97%
-$ & %
0C ? ?
#
& '
!
#
88 %
1998- 1999- 2 000- 20 01- 2002 - 200399

00
01
02
03
04
Yield A c hieved
%3
8 $
! #
!!
& ! # .
4' ( 5 " # #
# !
" #
& " - '
'
3 H ::
1 00%
92%
600
! *
96%
3H 3
800
'0
& = - &
'
(
!.
=
# ' (
Yield Planned
+ 9 0
40
-$:&
'
12
60
%3
-$>&
2003-04
16
)**) *+
2002-03
;**:?)***
2001-02
Target 03-04: 12
>
2000-01
0
2003-04
Yield Achieved
#
#
2 0 0 3 -0 4
S o urc in g
3 J J '#
& #
# "
!#
@
#
475
101
5 6 .5
100
!B
#
'
2003 -04
! #
D
#
&
&
!'
& "#
! #
&
;H 0 4
!'
.
O #
3 H :)5
! 3
"
#
2 = !
#
Target 03-04: 97%
99%
98%
+ $
#
98.0%
97%
3
:
97.2%
97%
96%
96.3%
+
2000-01
2001-02
%3
2002-03
-$ 5& 8 $
!
>
>
>
3 H :+
&
D
#
'
!
! # - &
! #
-$ -? &
D !
&
&
<
, **
<
# )**,
%3
%3
2001-02
2002-03
-$ (& #
2003-04
-$ :& ,
8 " #
::3 *
::3
:*
*
:*
:, 3: H 3 :, :,
,)
*
,)
:/+
;
:3,
:/)+ CC :3H 3
5$ (
($ )
:
)
:+
:, H
H*
:
3
:3
+ *:
//
)$ 3 *
:
:,
):
+ /*
:;*
'
3
H:H
)H
;H
.
!
>
2
2000-01
)
)
:**
,*
%3
$ 5
:
)*
$(
'5 ($ )*
@ <
@ E
8
8
11
10
%3
#
Target 03-04: 95% within 5 Days
12
2003-04
! &<
8 " #
8 "
#
3:
*
3:
+C
*
+C
C
*
C
++
:
+)
)C, H :3 )C)/ :CCH 3/ :H /3
HH
:
H,
H+
/
,H
:3H
)
:3+ )H , :/
)+ C
)333 :/ )3H ; )*, : :*H :;+ C
I =>
=>
95%
No. of Days
+ $5
-$ & /
/
Target 03-04: 3 Sigma
3.50
3.00
2.50
&'
3 H :, # " #
! #
#
1
#
! . #
1
! '
!
& #
#
#
!
&
#
48 E 5
2000-01
- )&
!
#
&'
#
#
)**+ *, #
#
: )$
!%
4.18
0.50
4.13
2001-02
! #
"
0.00
3 H :H
&
#
#
"
%8
-$ 1& ,
!
3 H :H =
&
#
7 "
2002-03
2003-04
4.8
4.9
Medium Graphics
3.9
4.9
Complex Graphics
5.1
4.8
%3
&
-$ >& /
Sig
ma 5
Le
vel
0
!
&
&
45%
40%
35%
25%
Average No. of
Errors\Graphics
7.871
0.183
Average Time for

Rework
1.146
0.023
-$5 & /
$/
15%
"
! +
"
!
% Complaints resolved in >3
days
2001-02
17.90%
44.00%
38.10%
2002-03
18.80%
51.20%
30.00%
%3
-$ -&
2002-03
20%
"
2000-01
%3
30%
% Complaints resolved within % Complaints resolved within

1 day
3 days
'9
Target 03-04: 5 Sigma
3.6
50%
% Complaint Resolution
2001-02
55%
10%
Simple Graphics
!
#
'
& ! #
1.53 1.71 2.81 2.16 2.26 2.66 2.46 2.77 2.84 2.81 3.04 3.08 3.12 3.13
"
! A
-
1.53 1.59 1.76 1.84 1.95 2.10 2.15 2.27 2.37 2.41 2.47 2.57 2.53 2.59
Month wise
%3
2003-04
Oct- Nov- Dec- Jan- Feb- Mar- Apr- Jun- Aug- Sep- Oct- Nov- Dec- Feb02
02
02
03
03
03
03
03
03
03
03
03
03
04
Cummulative
4.07
2002-03
1.00
Sigma Level
4.9
1.50
Industry Best: 5%
6
5
4
3
2
1
0
%3
- &
#
2.00
Sigma Level
3
.
! 6'
# "
7
I
6
! 6
&
!
7" # #
9 $
#
# '
3 H ):
#
E%
eQ / Commitment
% Compliance
100%
90%
80%
70%
60%
50%
40%
IS
BC
CP
Factory
2002-03 Format
71%
81%
100%
100%
2002-03 Time
62%
76%
53%
100%
2003-04 Format
80%
64%
100%
100%
100%
2003-04 Time
73%
73%
58%
97%
100%
%3
-$5 &
Sourcing
!
3 H ))
3 H )+
#
#
#
!
#
#
&
J
:;;H
:;;C
:;;3
:;;/
:;;;
)***
)**:
)**)
)**+
)**, .
%3
"
/
60
15
40
10
20
- &
"
#
#
#
3 H )+
?0
IS
BC
CP
eQ
70
74
68
Commitment
Share
56
64
49
Vulnerable Share
18
18
14
%3
-$5:&
:/
/
!
#/ ?"" !
=
! A
""
#
! '
&
1 %
):
2 @1 &
.
H ** @ +
" /H
C**
)H *
H H ;
<
.#
600
%3
340
500
400
167
200
100 167
0
96-97
140
97-98
98-99
99-00
Base
%3
-$5(&
""
00-01
Growth
02-03
&
!
>
Total
&
# ' ( )**+ *,
"
!
=
4
%5
" #
3 H )C
!
!
4
# "
'
20
80
eQ / Commitment
=
:*
/
)*
=
=
#
=
15
60
40
TISL
YCL
ACL
Suretrols
eQ
71
73
72
77
Commitment Index
59
61
58
74
Vulnerable Index
18
13
14
11
-$5-&
""
'8
&
& $
.
# ' ( )**+ *, 6
2 = # '
3C) $
& '
#
# "
6#
"
! ?!
5 5$ (
!
)*
&
"
&
&
#
&
&
&
# !
&
/H
)H *
#
"
& 8
"
&
"
& :H * "
"
#
< @
!
J -
&
%3
10
20
<
1 %
* /)
2 @1 &
.
::+ @ +
H H C*
+C
:)3 ,
3)
&
100
%3
3C+
?0
03-04
YEE
%5
3 H )H
01-02
:$ &
!
- &
#
# - &
"
#
&
Vulnerable
200
3C:
8
1
1
700
$
#
800
"
:)
1 8
&
&
?0 0
"
=
>
'
"
#
!
Target 03-04: 327 Cr.
300
D
.'< $ <
!
= A
! .
8
>
=
==
&
= E .
$1 =<
$1 =
= < >.
E<
48 5
-$55&
7
"
20
.
# !
80
Vulnerable
Target 03-04:Formats- 90%; Time-80%

110%
:$5& #
.
#
1 & !
$5 5$ (
?!
8
G
>
!.
>
+/>
, >
+H >
!
"# #
#
2#
!!
!
.
.
"#
::H >
&
H >
&
P'
&
%3
&
:$( #
5 ($ )
)
&
&J
Priority
8
&
1
& <
&
#
"# #
" #
Conduct Trg
on latest
technology
Products &
Services
# E
#&
%3
:$)&
%3
Project
Opportunity
:$:& , " !
120
Employment
Opportunity
Any Other
100
4.08
4
Priority
107
80
84
60
40
3.36
3.09
2.97
Global
Opportunity
Excellent Work
Environment
3
1.57
2
1
20
0
Total Students
Job
Satisfaction
No. of students aware about

TISL
:$-& ?
Process:
%3
Compensation
Working on
Latest
technology
:$ & ?
Identification of impact of various processes on TISL's Growth

and Success
TISL Growth and Success

Total Value
Process
Engineering
Procurement
Site activities-I&C
Prduction - Assembly & Staging
Inspection & testing(QA)
Providing resource(HR)
Training(L&D)
System assembly-staging(Factory)
Finance
Total
:$ &
15
#A
25
5
10
10
10
15
5
5
5
5
5
25
15
2
3
4
2
1
2
2
1
28
23
10
28
10
60
38
20
10
41
20
43
16
15
47
10
79
12
20
28
Operations (Project Management)
25
Marketing (Sales Process)
$#
Step
%3
Reduce cost of
operations
Enhance
customer
recognized
value
Weight
Success
(Profitability)
Growth
(Orderbooking
and Revenue)
Output
Inputs
85
%3
Conduct
Workshops &
Lectures
E%
E
1.44
&
" #
No. of Students
,5
19
104
+5
2.82
100
)5
3.86
3.7
3.4
145
:5
""

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2004-05 Assessor Training ( Aug 04-March 05)

TBEM 2004 External Assessment - Applicant Self Certification

Total Indi-Solutions Limited

2. Senior Management Details

Business Excellence (CQH)

5. Site Listing and Location Details

In the applicant SBU/BU*:

Note: Please use an Extra sheet, if need be.

Entire TISL Organization

Turnover in Rs. Crores

A SBU/BU with Sale< Rs100Cr but distinct

8. Application Release statement:

TOTAL INDI-SOLUTIONS LIMITED

Organisation Structure 2003-04

Total Indi-Solutions Limited

6 2 $$# ($$$ &

Total Indi-Solutions Limited

!5 # & +"7 7++-"+8 *# $ ! $ $ % !(

+ " > = &$

&/ < < <

Total Indi-Solutions Limited

Total Indi-Solutions Limited

Return on Capital Employed

1998-99 1999-00 2000-01 2001-02 2002-03 2003-04

Order Booking (in Rs. Crores)

Total Indi-Solutions Limited

" "9 "

Apply Six Sigma

& " " 0

Total Indi-Solutions Limited

Total Indi-Solutions Limited

% & " *( )" * #

% & " *( )" * #

% & " *( )" * #

Total Indi-Solutions Limited

% & " *( )" !

' A ' % )'

% & " *( )" * #

% & " *( )"* #

Total Indi-Solutions Limited

Total Indi-Solutions Limited

0 $ ' ' '#

" " "

D $' ' &

D $' ' ' $

D $' ' '

Customer Complaint through

Update the calls Database (CMS

Take relevant actions on calls,

Escalate call to TAC

Mark the complaint as

Inform to IS-Manufacturing CSS

Generate Monthly MIS Report

SBU / Agency (AC Nielsen)

Decide behaviour scale (Best & Worst

Discussions in SBU CAC for Analysis

Monitor / Review Action Progress

SBU / Corporate CAC

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Value Tree, Importance,

Action Plan Preparation with Target

Analysis for CSI (AC Nielsen

Presentation of Results to SBU

Validation of Questionnaire by SBU

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