Operations Management at Tata Motors
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If you introduce a new vehicle, for example, and the management cannot adequately determine what the market wants, the company is in trouble. Theoretically, the top managers of a company should take up the role of that ideal customer. They should be driving their competitors' vehicles, they should be driving the best-of-breed vehicles, and they should be making cost comparisons. "While a top manager should be the ideal customer, he should also be the greatest critic of his company's products. If the CEO compromises, or is only looking at the margins, then even if he is successful, the company's success will be short lived.
- Ratan Tata, the Chairman, Tata Group
In October 2003, Tata Motors received the Balanced Scorecard Collaborative Hall of Fame Award for having achieved a significant turnaround in its overall performance.
In 1868, Jamsetji Nusserwanji Tata, the founder of the Tata group, started a private trading firm in Bombay with a capital of Rs.21,000. His travels in the Far East and Europe inspired him to start manufacturing cotton goods.
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