Product Innovation and Customer Centricity

Product Innovation at TAF falls under the Chief Technology Officer, based on the ongoing studies by Research & Development team. It is a six-stage process with Idea generation by the team (production, engineering, marketing, etc.) and approvals by the from relevant stakeholders and the Chief Technology Officer that conceptualizes the idea. This further moves ahead for the feasibility assessment. Once approved here, the product development stage with the prototypes being made gain marketing team’s approval and the product is launched in the market.

Value Creation and New Product Development - Process

Our new product “PyroTex” is providing wide range of solutions for customers in innovative product development

  • FR Personal Protective Equipment (PPE) segment
  • Heat & Chemical resistant applications
  • Filtration – mainly high temperature hot gas filters
  • Public Transport - Aircraft, Train & Bus
  • Building, Office & Auditorium Internals
  • Customized Technical end use applications

In addition to this, PyroTex is resistant to flame, acid, alkali, solvents, hydrolysis,oxidizing agents, high thermal resistance and low thermal conductivity. The product is also spark-proof and does not emit any toxic fumes.

Mr. Siddhartha Chakrabarti
Chief Technology Officer

We have made significant strides in our performance and in many cases exceeded our targets for 2018-19. Much of it is made possible by our recent technological modernization, collective efforts (with other ABG companies) in R&D, product development, branding and marketing. This year, we have assessed our product life cycle impacts and made efforts to determine science based GHG emission reduction targets. We have begun using recycled raw materials in some of our products, contributing to circular economy, in a modest way.

Customer Centricity

Mission Happiness is a broad umbrella of initiatives related to customer centricity, which are undertaken to deliver a positive and uniform customer experience. Mission Happiness involves an agile closed-loop feedback & action building mechanism that focuses on developing an inherent culture within the organization, where every employee in each department is tuned to listen to the customer. It incorporates the most important aspect of learning directly from the source and ensures timely action on that response.

Capturing Customer Feedback

The mechanism starts with a web/text SMS based survey initiation, followed by a telephonic discussion with the customers or value chain partners. This is carried out by an unbiased third-party interface, who help pin point specific issues that affect them. The survey also captures a quantitative Net Promoter Score (NPS-HI) and a qualitative Sentiment Score (SI) based on the feedback. This is done with almost all customers and partners, repeatedly, throughout their engagement period, on an interval of 30 to 60 days. The issues or challenges identified are forwarded to respective departments, where action plans are developed for resolution. Each manufacturing unit or regional office, then set up review meetings to consolidate the learnings and set a path for any solution implementation.