The document outlines the content covered in 5 modules that address issues related to managing industry, customers, manufacturing, technology, and people. Module 1 discusses topics like organizational structure, cash flow, costs, and people management. Module 2 focuses on customer needs, competition, product improvement, and complaint handling. Module 3 addresses manufacturing planning, problem solving, quality control, and total productive maintenance. Module 4 looks at customer support, product design, material and machine selection, product testing, and certification. Module 5 covers personality types, self-management, teamwork, communication, conflict resolution, and skills development.

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Module 1: How Industry works - issues addressed
 People work in silos – lack understanding of how organizations work (topics covered –
stakeholders, organization structure, interaction between functions, managing conflicts,
importance of cash cycle, basics of cost- variable, fixed, breakeven, time value of money.
 Relating self to Organization Vision – (topics covered are Vision, Mission, strategy, balanced
scorecard, measures and targets, business plan, KRAs, importance of reviewing.
 Getting / retaining customers- all are responsible – not only sales (topic covered are; target
customers, choices before the customer, identifying needs, capturing voice of customer,
winning a customer and satisfying him, getting repeat orders, complaint handling).
 Need defined processes –inputs, actions, measurements of output, target (topics covered –
order acceptance, procurement, production planning, production and delivery process).
 Shop floor – often firefighting ( topics covered are matching capacity to orders, dealing with
machine breakdowns, waiting for raw materials, inline rejections, workmen availability, last
minute changes in schedule, safety and environment issues).
 People – biggest variable & most difficult to understand (topics covered are what motivates
people, individuals are different, need for a shared vision, proper communication, clarity of roles
and responsibilities, training for knowledge and skill, preparing for change).
Module 2: Capturing and Retaining customers -Issues addressed
 Customers don’t tell you everything upfront (topics covered are defining customer, needs, sales
vs marketing, voice of customer, can customer be satisfied, what can be offered, customer has a
choice).
 Competition is waiting for an opportunity (topics covered are target market segments, market
share, pioneers & followers, meeting requirement vs delight, product innovation, why
customers switch loyalty, price-margin-cost, customer service).
 No product is permanent – needs constant improvement (topics covered are; change is
permanent, planned obsolescence, industry trends, game changers, R&D and IPR, first to
market, making things right the first time).
 Customer expectations keep increasing (topics covered are; feel the pulse, capture VOC, convert
to specifications, ensure process capability to deliver, getting feedback and beating
competition).
 Need for tracking order to delivery (topics covered are: making a detailed quotation, getting an
order, accepting an order, ensuring raw material procurement, plan production and schedule
dispatch, meeting quality, controlling inventory and ensure on time delivery).

2. 2
 Customer complaints can destroy your organization ( listen to the customer, identifying the real
problem, communicate complaint resolution process, investigate and set right internal problems
to avoid complaints, keep customer informed about changes made).
Module3: Manufacturing Management and Shop floor Focus -issues addressed
 Manufacturing involves compromises and unexpected happenings ( production plans,
schedules, scheduled down times, ensuring input materials, raw material inventory and WIP,
maintaining equipment in right condition, ensuring new products are launched after product
and process validation, plan for people availability).
 Need to use problem solving tools ( identifying source of the problem, data collection,
histogram, paretto and fishbone diagrams, why-why analysis, ensuring 4M+1T).
 Process become unpredictable without monitoring (understanding what is process capability,
why variance occurs, robustness of process design, visible controls, importance of calibration
and setting, importance of maintenance, training and ensuring discipline).
 Quality cannot be inspected out – process should ensure quality (agree with customer on what
is acceptable, have measuring systems and targets , ensure process capability of machines, tools
and method, people to be trained and instruments must be calibrated).
 All things deteriorate with time including machines ( avoiding overloading, ensuring CLIR, time
and condition based maintenance, stocking of quality spares, using proper tools to repair).
 Basics of TPM (how TPM is useful, logic and approach to TPM, key steps to implementation)
Module 4: Advances in Technology -Issues Addressed:
 People seek solutions not products (hand holding, customer support, service, life cycle support ).
 Design is a structured process and is often multi-disciplinary (VOC, QFD, product FMEA, CAD and
simulation, APQP, PPAP approval, life cycle testing and feedback).
 Material selection – multiple variables (defining operating requirements, limits and boundary
conditions, plan for worst case, factor of safety, cost and availability, evaluate options).
 Machine and tool selection – for life (specify component requirements, volumes, cost, define
process of manufacture, ensuring machine and tool capability, to buy or outsource, lowest cost
per piece, investment vs return).
 Product evaluation for confidence ( specify customer requirements, measures and target range,
plan for factor of safety, DOE and test schedule, documentation of test procedure, calibration of

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measuring instruments (MSR), data collection and analysis, acceptance and rejection criteria,
conformance to international standards).
 Process validation and certification ( ISO 9001 / TS 16949 / CMM level 5 / AS 9000 / NADCAP /
BIS / CEMILAC, Quality manuals, Works instructions and visual controls on shop floor,
Calibration of instruments and machines, Process capability studies, SPC charts for daily
management).
Module 5: People Management -Issues Addressed:
 People come with a baggage of their past Different Talents (Individual goals and aspirations,
Dominant / Influencing / Steadiness / Conscientious types, Environment – hostile or supportive,
Attitudes vary, Fears & Beliefs, Learning to deal with different people ).
 Managing self (Goals - that motivate people, Fears- a person avoids, Knowing strengths &
weakness, Build on strengths, Setting realistic & achievable targets , Seek happiness from your
actions).
 Team working (Education system – fosters individuality, Realize you cannot do it alone, Each
member will have his own thoughts and approach, Create a common understanding of the
problem, Leaders will evolve – ensure all participate, Big breakthroughs possible.
 Communication skills to be learnt (Learning to Listen, Non verbal communications, Sincerity of
purpose, Speaking and Presentation skills, Etiquette and manners, Seeking feedback).
 Managing conflicts (Conflicts will be there – to be resolved, What is a conflict, Define the
problem clearly, Don’t make it personal, Step by step approach to conflict resolution,
Communication is a key element, Proactively avoid conflicts).
 Knowledge and skills need to be taught and learnt (Bridging knowledge and skill gap, Know what
your bosses expects of you, Define on a radar chart – where you are, List the gaps in knowledge
and skill, Request training – classroom /on the job, Check if you have learnt by applying learning,
Build your subordinate).
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