Tata Steel believes in increasing all stakeholders’ value through continuous improvement and customer satisfaction. With an inherent focus on inclusive growth, Tata Steel shares a considerable part of its profits with the society for community and other social development projects.
Continuous Improvement
Quality is vital to the success of our business. To create value for our stakeholders we produce high quality products and services and we continually seek improvements in effectiveness and efficiency. We apply quality principles and practices throughout our business using ISO 9001, the globally implemented standard for providing assurance about the ability to satisfy quality requirements and to enhance customer satisfaction in supplier-customer relationships.
In 2008 Tata Steel (India operations) was the first integrated steel company in the world, outside Japan, to be awarded the prestigious Deming Application Prize for excellence in Total Quality Management. The prize recognises the important work done to build value for customers, employees and business partners, along with the Company’s involvement with social causes and the community in the areas of operation.
Products & Services
Tata Steel’s reputation has been built on its consistency in its product quality, passion for innovation and customer service. These are key differentiators that enable the Company to gain the trust and loyalty of customers.
In line with the Tata Code of Conduct, Tata Steel is committed to supplying goods and services of the highest quality standards, backed by efficient after-sales service that ensures total customer satisfaction.
The quality standards of our goods and services meet the required national standards and we endeavour to become world-class. The main Steel Works at Jamshedpur is certified to ISO 9000, ISO 14000, TS16949 and SA8000. Our manufacturing processes are designed in a robust manner to deliver consistent quality products that meet the required specifications. Customer complaints with regard to product quality are properly investigated in the shortest possible time and are resolved to the customer’s satisfaction.
The determination of customer satisfaction is established by conducting annual surveys, using a segment-wise approach, with products/service attributes as parameters. The satisfaction index is a relative score of the Company’s overall score over the nearest competitor.
Tata Steel constantly strives to provide high quality products to the high-end market segment. It also differentiates its offer by tailoring the product and service to meet the exact needs of customers. While Tata Steel has established itself as a national leader in addressing the needs of customers with cutting-edge technology in auto and construction industries, it also penetrates deep into rural India, with over ten million customers for galvanised corrugated sheets across the country. The Company believes in building relationships with its customers and over 70% of its sales are through long-term contracts.
* Flat Products CSI score is the overall OE score
Research & Development: Technology and Innovation
Research and Development is a vital element of the Company’s plans for creating value for all stakeholders through its innovative approach. In 2008-09 Tata Steel continued to invest in R&D, focusing on major projects designed to improve efficiency and enhance product.