TY  - CONF
TI  - Digitization for Customer Delight in Ready Mix Concrete Business in India
AU  - Mathew, Anup
AU  - Pooniwala, Mehernosh
AD  - Senior Vice President and Business Head - Godrej Construction, Godrej & Boyce Mfg. Co Ltd, Mumbai, India; +91- 9820080896; apm@godrej.com.
AD  - Senior General Manager - Godrej Construction, Godrej & Boyce Mfg. Co Ltd, Mumbai, India; +91- 9820159462; pmn@godrej.com
PY  - 2018
DA  - 2018/07/18
T2  - 26th Annual Conference of the International Group for Lean Construction
C3  - 26th Annual Conference of the International Group for Lean Construction
CY  - Chennai, India
SP  - 1047
EP  - 1057
DO  - 10.24928/2018/0427
SN  - 2309-0979 (ISSN)
AB  - The concrete industry in India is subjected to challenges such as aggressive work schedules, space constraints and requirement of concrete with high strength and quality which has created an increasing awareness of Ready Mix Concrete (RMC) due to its many advantages. However, RMC Industry has been always being plagued by issues such as ensuring proper understanding of customer requirements, tracking of product delivery during transit from manufacturing plant to site, unceasing follow ups, and planning error free concrete pours. Improper handling of these issues leads to losses in man-hour, time and quality and cause customer dissatisfaction. In this age of digitization, a leading RMC company felt the need to formulate a customer service oriented mobile based application (App) for addressing customer concerns. In order to make the App relevant with real-time updates, the organisation mapped customer issues. This paper elaborates the journey for the development of RMC App and explains how it serves as a virtual assistant to enhance the customer experience by easy tracking and real-time product updates right from the concrete booking to delivery at project sites. The approach for App development based on Lean principles is brought out in the paper, covering strong orientation for customer value creation, innovative approach for operational efficiency and waste minimization by continuous improvement etc.
KW  - Lean Construction
KW  - Collaboration
KW  - Continuous Improvement
KW  - Digitization
KW  - customer value creation
L1  - https://www.iglc.net/papers/details/1499/pdf
UR  - https://www.iglc.net/papers/details/1499
DB  - IGLC.net
LA  - English
N1  - Export date: 04 October 2026
ER  -