Today, Ford India announced its decision of appointing P.K. Umashankar as the Vice President, customer service operations. This newly created executive position will involve focusing on Ford India’s growing strategic emphasis on customer satisfaction.In his new role, Uma will lead the customer service and satisfaction initiatives across Ford’s wide sales and service network in India. He will report directly to Nigel Wark, executive director, marketing, Sales & Service, Ford India.
“Customer satisfaction is at the core of Ford’s commitment and we are delighted to have Uma lead our efforts on this front. Given his strong experience in ensuring quality, leadership skills and deep understanding of Indian customers, we are sure that in this strategic role Uma will lead in bolstering our efforts to achieve and grow more and more happy customers for Ford.” said Wark. “This appointment also signals Ford’s focus on ensuring new levels of engagements and delighting customers through their complete ownership experience in India.”
Uma is passionate about quality enhancement and is a Six Sigma Master Black Belt and a certified Six Sigma trainer. He was responsible for all Six Sigma projects in Distribution areas spanning Quality, Sales, Finance and Service at Ford India. He had been with Ford India for over a decade and half. Uma has served different roles that include heading Regional Sales & Service Operations, North & East , Service Engineering, Service Marketing and Parts Operations. Uma steps up to the new role from being the General Manager, Product Marketing driving the product growth plans for India. Prior to that, he was General Manager, Customer Service Operations, where he looked after customer satisfaction and Parts & Service business at Ford India.