TSPDL is the pioneer in the organised steel processing and distribution market in India with a steel processing capacity of around 3.2 million tons. With 10 large processing units and 13 distribution locations, TSPDL is India's largest steel service centre organisation.
Customer experience is irreplaceable
The expected growth in capacities of SSCs in India, especially with global steel producers and OEM manufacturers driving this growth, has made it obvious that differentiation on the basis of product quality is unlikely to ensure business leadership.
Therefore, your company has in the past several years focused on improving all aspects of its operations, especially those that provide a superior customer experience, as determined by product quality, technology and service excellence.
Breaking away from competition
This effort to strive for leadership in our sector was captured in 2018-19 in the Customer Satisfaction survey conducted by us. In the Customer Experience Index 68% of our customers rated TSPDL as the best in class, with our product quality rated much higher than competition. Our success in breaking away from competition is a consequence of activities assiduously undertaken across the organisation. Consistent growth in business has been experienced in the tolling and distribution segments.
Focus on customer satisfaction
The higher customer satisfaction levels, also reported in the survey, are a consequence of TSPDL's focus on developing in-house technical expertise, its long standing focus on understanding customer specifications and, thereafter, processing steel ideally suited to their end applications. The unique position that TSPDL is creating for itself in the SSC business in India gives it the confidence that it can aspire to be an irreplaceable partner in the customers' value chain.
In the past year, the company leveraged industrial engineering studies and deployed past learning in improving operational efficiencies to match world benchmark levels.
Benchmarking to global trends
I can proudly say that productivity of our Kalinganagar plant, established in 2018, and its product quality is comparable to the best in the world. TSPDL has entirely replaced imports of a top European product for laser blanking used by the lifting and excavation industry, allowing Tata Steel to make significant inroads into this segment.
Our Chennai plant has also replaced imports of hot rolled and hot rolled pickled automotive products that several manufacturers were having difficulties sourcing. It has been certified by leading automotive OEMs like Toyota, Ashok Leyland, Daimler and Ford for supplying quality critical parts. Our TADA plant, which processes heavy plates, is also the only service centre to have even achieved SQEP Platinum rating from Caterpillar.
Expectation is a moving target
Despite our past successes, we must stay ahead of the curve, we must provide the best customer experience, and must cement our leadership in the industry. The world is witnessing a web of changes. Therefore, we cannot stay ahead only by meeting technological expectations but must proactively shape customer experience. TSPDL has restructured itself to create a robust back-end and introduced fresh touch points, such as automated updates on the status of order, digital access to documentation and online logging of complaints, even as customers themselves becoming aware of the value of these services from the B2C space.
The Company's Vision of being the benchmark in Service Excellence continues to energise our organization in providing unmatched service to our customers and retaining our industry leadership.