Fuji Electric India strives to build a safer, secure, and more comfortable society

By OEM Update Editorial April 30, 2024 7:10 pm IST

Senthil Murugan, Executive Vice President of Service at Fuji Electric India, says safety is paramount at Fuji Electric. We adhere to stringent protocols, provide regular training, and conduct thorough audits to ensure compliance. Guided by our Health and Safety Basic Philosophy and Policy, we strive to nurture a secure workplace environment.

What are the advantages of Fuji Electric India’s extensive service network fulfilling the diverse needs of customers?

We carry a deep understanding of the industry landscape, especially in India. Our service capabilities are finely tuned to cater to the diverse needs of our customers. With one of the largest service networks in the country, we have one of the largest Pan India service networks, represented by over four hundred trained service engineers across eighty-plus locations, all stocked with spare parts. Our centralised call centre operates from 9 am to 9 pm, seven days a week, logging all customer inquiries and issues in a centralised system. It enables us to deploy service engineers promptly according to our Service Level Agreement (SLA). Fuji Electric India is a top choice for critical industries requiring 24×7 support, ensuring maximum uptime. Our commitment to service and support reflects our dedication to providing reliable and efficient solutions to our valued customers.

How do you ensure efficient Turn Time and prompt response to customer issues through a training program?

At Fuji Electric, prompt response and efficient Turn Around Time (TAT) are integral to our operational ethos. Our service engineers undergo rigorous factory training and are equipped with cutting-edge tools to address issues during their initial visit. Moreover, our strategy of locally stocking adequate spare parts further reduces TAT for resolving field complaints. We regularly provide technical training to our field engineers, empowering them to troubleshoot effectively and adapt to emerging technologies. This proactive approach allows us to minimise downtime and ensure uninterrupted operations for our esteemed customers. This proactive approach enables us to minimise downtime and ensure seamless operations for our valued customers. Our streamlined processes aim to minimise disruptions to the bare minimum or even eliminate them, recognising the significance of uptime for our customers’ operations. 

How does the customer-centric approach cultivate loyalty through service initiatives and transparent communication strategies?

We acknowledge the importance of customer loyalty in the market. Our service team is committed to delivering dependable support. We prioritise customer satisfaction by providing practical product offerings and service solutions. For instance, our online service portal offers convenient access to immediate assistance, reducing downtime. Moreover, our widespread service network across India has strategically stocked spare parts at regional offices, guaranteeing swift response times and effective issue resolution. By focusing on practical and customer-centered service initiatives, we aim to cultivate strong relationships with our customers, earning their trust and loyalty over time.

Fuji Electric Service experts emphasise responsiveness, transparent communication about our services, and building relationships with customers. We strive to connect wherever possible.

How do you ascertain efficient service delivery, emphasising operational excellence in power backup and conditioning services?

Our service stands out because of our team’s commitment to customer satisfaction and operational excellence. We merge technology, industry knowledge, and a focus on customers to enhance our service offerings. We invest in training our service staff to keep them abreast of industry standards. Quality assurance is in every step of our service delivery process. With a centralised call centre for customer support, we ensure swift assistance. Customer inquiries and problem records facilitate the efficient dispatch of service engineers. Our exceptional response and resolution times in India’s power backup and conditioning services underscore our commitment to good service. 

How does the company support digital transformation through IoT and Industry 4.0, and what collaborative efforts are undertaken to ensure adaptability?

We support end users in their journey towards digital transformation through our advanced technology solutions, which include innovations like the Industrial Internet of Things (IIoT) and Industry 4.0. These solutions offer ready-made options for manufacturers and end users, facilitating seamless asset integration and access to vital performance data, thus helping businesses tackle operational challenges efficiently.

Our collaborative efforts with end users, manufacturers, universities, government bodies, and research institutions worldwide demonstrate our dedication to driving technological progress. Through joint initiatives, we develop technology, provide development tools, deliver support and training, and organise field trials and demonstrations. By promoting product interoperability and encouraging knowledge exchange, we ensure that our technology solutions adapt to the changing demands of the industry and effectively support our customers’ digital transformation initiatives.

How does the company align with its corporate values, standards, stakeholder respect, and organisational coordination?

At Fuji Electric, we implement best practices that are in line with our corporate mission, management principles, and Fuji Electric Code of Conduct. Our corporate mission emphasises strengthening trust with communities, customers, and partners, contributing to prosperity, fostering creativity, and harmonising with the environment.

We embody the values of our slogan—to be enthusiastic, ambitious, and sensitive—by dedicating ourselves to innovation, setting high goals, and demonstrating compassion for stakeholders. Our management principles guide our actions, emphasising innovation in energy and environmental technology, expanding our global presence, and leveraging our team’s strengths while respecting diverse aspirations.

Aligned with the Fuji Electric Code of Conduct, we prioritise respect and value for all stakeholders with global compliance and risk management. Our senior management sets the example by ensuring rigorous adherence to these standards.

We prioritise cross-functional teamwork and communication to ensure seamless coordination and alignment of goals. Routine meetings, workshops, and sharing knowledge sessions promote collaboration and cultivate an innovative culture. Moreover, using technology for instant information sharing enables us to respond swiftly to customer needs.

Please talk about Fuji Electric’s support to new customers during implementation, ensuring long-term success.

Our dedicated team collaborates closely with new customers, assisting them throughout the implementation process to ensure a seamless transition. Recognising the significance of comprehensive support during this critical phase, we provide training and resources to empower customers to optimise our solution benefits. The goal is to nurture long-term partnerships with our customers through proactive communication and assistance, ensuring mutual success and satisfaction.

What are your views about safety in operations and creating a culture of compliance and well-being among employees?

Safety is a top priority at Fuji Electric, and we are committed to ensuring that safety standards are adhered to. We adhere to our protocols and procedures closely to industry best practices and regulatory mandates. Our employees receive regular training to recognise and address potential hazards, and we conduct frequent audits to monitor compliance and identify areas for enhancement. Guided by our Health and Safety Basic Philosophy and Policy, we create a secure working environment. It entails implementing high-quality health and safety measures to prevent industrial accidents and safeguard mental and physical well-being. We ensure strict adherence to applicable laws, regulations, and standards. Also, we actively encourage participation from all individuals involved in our operations to cultivate a safety culture in the workplace. Through these efforts, we are creating a safer, more secure, and more comfortable society.

Please discuss Fuji Electric’s plan to improve its service offerings in 2024, focusing on quality, efficiency, and customer satisfaction.

In 2024, our focus at Fuji Electric is to strengthen our existing capabilities to provide enhanced value to our customers. In terms of services, our primary goal is to improve the quality and efficiency of what we offer. We strategise plans to enhance problem-solving skills, adapt to new technologies like digital learning tools, and reinforce compliance and safety standards. By leveraging our established training programs and advanced expertise, we aim to optimise our service capabilities further. This involves refining our processes to minimise turnaround times and boost customer satisfaction. Through continuous improvement in our service network and operations, we are committed to offering unparalleled customer support, solidifying our position as a trusted industry partner.