Customers

We care about customer centricity

Schaeffler's approach for customers

Customer centricity is key to our success. With precision engineering, reliability, and uncompromising quality, we endeavour to provide superior value to our customers to make a difference in their lives.

Capital impacted

Social and relationship capital

SDGs impacted

Performance highlights in CY22

8.37 Schaeffler India Loyalty Index

68%Reduction in customer complaints/month

Value enablers

Our advanced demand management, strong operational model, best-in-class warehousing and logistics, and superior customer service form a powerful ecosystem for an exceptional customer experience. We constantly seek innovative and relevant solutions to keep up with ever-evolving market demands.

Quality systems

Certified for quality

  • Implementation of the Schaeffler Production System for suppliers ensures high-quality input material
  • All Schaeffler India sites are certified with IATF 16949 accreditation for their quality management systems

Culture of improvement

  • Continuous quality improvements through FfQ and Six Sigma
  • Lower throughput time: value stream design, bottleneck management, line balancing, optimised layout
  • Zero unplanned downtime: total productive maintenance
  • Re-engineered manufacturing process

Innovation and agility

Supply chain

  • Largest consolidation and distribution centre in the Asia-Pacific region
  • Reduced transportation lead time to reach customers
  • Steering towards a sustainable and agile supply chain

Leveraging digital to become agile

  • Robust inventory management tools offer higher service levels
  • Digitalisation initiatives provide the agility to respond dynamically to changing business conditions
  • Adoption of Industry 4.0

Behaviours and values

Customer-focused organisation

  • Customised learning solutions focus on customer centricity
  • Technology landscape is mapped to our customer journey
  • Foster company culture to customer outcomes

Investment in enhancing technological competency

  • Proactive engagement
  • Anticipate customer issues beforehand and resolve them
  • Go above and beyond the basics for maximum customer delight
  • Constant evaluation of our customer processes across the board

Processes and tools

Robust rule-based planning process

  • Integrated enterprise resource planning system enables cross-functional collaboration to achieve the best possible outcomes
  • Integrated planning helps control logistics costs and ensures uninterrupted material availability

Digital tools to enhance CX

  • Electronic data interchange connections and a dedicated e-commerce portal deliver a high level of convenience to customers’ user experiences
  • Technical consulting based on customer requirements increases customer value
  • Digitalisation of processes from finance, purchasing, and suppliers to customer engagements

Delivering a differentiated customer experience in CY22

Focus on R&D

To deliver future-ready mobility solutions, we are committed to innovating and creating innovative products that will empower leading OEMs to transit to a smarter, more efficient, and greener future. Our world-class R&D facilities, along with the expertise of our Group operations, ensure that every product we develop meets the highest quality standards

`972 mn

R&D spend

12

Patent applications

Innovative products

Our focus on shaping the future encompasses smart engineering products for Industry 4.0, e-mobility, chassis systems, and hydrogen technology operations. During the year, we introduced cutting-edge products, such as OPTIME C1, the Hydron PowerStack electrolyzer, and efficient clutch-bearing solutions for commercial and heavy vehicles.

Case Study

Partnering in Indian railway’s modernisation journey

The rapid growth and expansion of Indian Railways are largely due to the government's drive to reduce logistics costs in the country. At the same time, railways are transitioning to 100% electrification, which requires insulated bearings.

Being the first to localise current insulated bearings in India, we are in a prime position to offer this solution and partner with the railway industry in its modernisation journey. Furthermore, as the country moves towards establishing high-speed railway connectivity, we have secured multiple orders to support this endeavour and are excited to contribute to its growth.

Strengthening brand recognition

We continue to invest heavily in building our brand by doubling our marketing budget. We are leveraging targeted campaigns on Google and Facebook and are associated with Puneri Paltan, a professional Kabaddi league team. Kabaddi is the second-most popular sport in India after cricket, and its popularity in tier 2 and 3 cities in India will give us an advantage in our Automotive Aftermarket division's planned expansion into smaller cities.

This is the second consecutive year of our association with Puneri Paltan. The team stands for relentless agility, and they demonstrated their capabilities last season, despite multiple challenges, which is what Schaeffler India also stands for."


Harsha Kadam
Managing Director & CEO

Case Study

Acting on customer feedback

Our Automotive Technology Division’s dedicated vehicle engineering and component validation team carries out warranty attributions daily. We prioritise customer satisfaction and provide a personalised experience for all field claims. Our team works diligently to understand their needs and provide tailored solutions. We conduct both objective and subjective assessments of the vehicle to evaluate the claim and use customer feedback to improve our product design.

60%+

Reduction in defective heavy clutch products since CY20

Awards and recognitions

Won the best supplier award for quality by Tata Fiat

Awarded Silver Category by Kubota for outstanding performance on parameters of quality, delivery and development

Recognised by Maruti Suzuki for the timely development and organisation of steep ramp-up supplies

Toyota awarded us for achieving quality and delivery targets while consistently maintaining zero parts per mn

Recognised for consistent performance and support in business for two consecutive years by TVS