CIO and Head CSR, Hero Mo­toCorp

Dataquest - - CONTENTS -

Hero Mo­toCorp Ltd. (For­merly Hero Honda Mo­tors Ltd.) is the world’s largest man­u­fac­turer of two - wheel­ers, based in In­dia

oing Dig­i­tal - what does it mean to you and your or­ga­ni­za­tion?

Go­ing Dig­i­tal is about cre­at­ing or un­lock­ing value for the busi­ness by lever­ag­ing ad­vance­ments in tech­nol­ogy. It can be about the new way of do­ing busi­ness, new busi­ness mod­els or ex­plore newer ar­eas, de­liv­er­ing bet­ter cus­tomer ex­pe­ri­ence across the value chain, re-en­gi­neer­ing the way of work­ing within an or­ga­ni­za­tion in­clud­ing col­lab­o­ra­tion and de­ci­sion mak­ing. It is not just about us­ing tech­nol­ogy but also about chang­ing mind­sets of the var­i­ous stake­hold­ers in­clud­ing em­ploy­ees es­pe­cially about us­ing data to make bet­ter and faster de­ci­sions, chang­ing the or­ga­ni­za­tional pro­cesses, poli­cies, and way of work­ing to en­hance the cus­tomer ex­pe­ri­ence

What is your Dig­i­tal Trans­for­ma­tion plan, strat­egy and the de­liv­er­ables you ex­pect or al­ready com­ing in?

We at Hero em­barked on this jour­ney a few years back - start­ing with a huge fo­cus on SMAC and chang­ing our pro­cesses and other sys­tems. As part of this, we also mod­ern­ized our IT in­fra­struc­ture and ap­pli­ca­tions and gave a huge thrust on en­hanc­ing com­pe­tence lev­els of team. While that was the ba­sic step, as we pro­gressed by mak­ing it more struc­tured. First step was to pri­ori­tise the ar­eas that we will start - of course, cus­tomer ex­pe­ri­ence be­ing the cen­tral theme -but there are many other ar­eas that im­pact the over­all ex­pe­ri­ence - be it sales, ser­vice, op­er­a­tions, plan­ning, sup­ply chain, lo­gis­tics, etc and de­cided as to what our ob­jec­tives of dig­i­tal trans­for­ma­tion are. As a next step, it was about look­ing at the pos­si­ble tech­nol­ogy so­lu­tions and in­ter­ven­tions that can help us achieve those ob­jec­tives. Now, we are on this jour­ney where a num­ber of steps have been taken but the re­al­ity also is that it is not a static plan. With con­tin­u­ous evo­lu­tion of tech­nol­ogy, chang­ing cus­tomer needs and ex­pec­ta­tions and the or­ga­ni­za­tions in­creas­ing dig­i­tal ma­tu­rity, the roadmap and the Dig­i­tal Trans­for­ma­tion Plan in it­self is a live doc­u­ment that is evolv­ing. There have been many suc­cesses (and fail­ures and learn­ings) on the way thus far but I will call them as step­ping stones in our Dig­i­tal Trans­for­ma­tion jour­ney and the jour­ney con­tin­ues.


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