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Customer Satisfaction on Sonata Watches

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Company profile Titan Industries is the organization that brought about a paradigm shift in the Indian watch market when it introduced its futuristic quartz technology, complemented by international styling. With India's two most recognized and loved brands Titan and Tanishq to its credit, Titan Industries is the fifth largest integrated watch manufacturer in the world.
The success story began in 1984 with a joint venture between the Tata Group and the Tamil Nadu Industrial Development Corporation. Presenting Titan quartz watches that sported an international look, Titan Industries transformed the Indian watch market. After Sonata, a value brand of functionally styled watches at affordable prices, Titan Industries reached out to the youth segment with Fastrack, its third brand, trendy and chic. The company has sold over 135million watches world over and manufactures 13 million watches every year.
With a license for premium fashion watches of global brands, Titan Industries repeated its pioneering act and brought international brands into Indian market. Tommy Hilfiger and FCUK as well as the Swiss made watch Xylys owe their presence in Indian market to Titan Industries.
Entering the largely fragmented Indian jewellery market with no known brands in 1995, Titan Industries launched Tanishq, India's most trusted and fastest growing jewellery brand. Gold Plus, the later addition, focuses on the preferences of semi-urban and rural India. Completing the jewellery portfolio is Zoya, the latest retail chain in the luxury segment.
Titan Industries has also made its foray into eyewear, launching Fastrack eyewear and sunglasses, as well as prescription eyewear. The organization has leveraged its manufacturing competencies and branched into precision engineering products and machine building.With over 827 retail stores across a carpet area of over 10,08,083 sq. ft. Titan Industries has India’s largest retail network spanning over 155 towns. The company has over 340 exclusive ‘World of Titan' showrooms and over 125 Fastrack stores. It also has a large network of over 700 after-sales-service centers.
Titan Industries is also the largest jewellery retailer in India with over 130 Tanishq boutiques and Zoya stores, over 31 Gold Plus stores. It also sports over 204 Titan Eye+ stores. The company has two exclusive design studios for watches and jewellery.
Backed by over 6,000 employees, two exclusive design studios for watches and jewellery, 9 manufacturing units, and innumerable admirers world over, Titan Industries continues to grow and sets new standards for innovation and quality. The organization is all geared to repeat the Titan and Tanishq success story with each new offering.
Products
Titan Industries, best known as India's pioneering manufacturer of quartz watches, has also etched a niche for itself in some of the most competitive spaces in the fashion industry such as jewellery and eyewear. Precision engineering is another area of specialization that Titan Industries is proud of. Watches: Being the world's fifth largest integrated watch manufacturer, Titan Industries has created and sold more than a 135 million pieces the world over.
With a production rate of over 13 million watches per annum and a customer base of over 100 million, Titan Industries owns manufacturing and assembly operation centers in Hosur in Karnataka, Dehradun, Roorkee, Pantnagar in Uttaranchal and an Electronic Circuit Boards (ECB) plant in Goa.
Capturing the important market segments and the changing fashion trends, Titan Industries has brought forth four core watch brands: • Titan is designed for the mid-premium segment
• Fastrack is crafted to fit the trendy fashion space with a focus on the youth
• Sonata is created for the mass market and has emerged as India’s largest selling watch brand
• Xylys is fashioned for the premium market, aiming at the high-end connoisseur and new-age achiever
The Titan brand architecture comprises several sub-brands, each of which is a market leader in own space. Notable among them are: Titan Edge, Titan Raga, Nebula, Heritage and several other collections like WWF, Zoop, Orion, Purple, Obaku, Automatic and the HTSE series. The Titan portfolio owns over 60% of the domestic market share in the organized watch market.
Titan Industries’ pride possession, a world-class design studio for watches and accessories, is the place where some of the most coveted creations have been conceptualized.
Exclusive World of Titan and Fastrack showrooms and over 12,000 outlets in more than 2,554 cities in India make these much-sought-after watches available to the buyers. The watches are also offered internationally in 32 countries, with a special focus on the Middle East and Asia Pacific regions. The after-sales service, a benchmarked operation with a large network of exclusive service centers spread across the country, is one of the operation units with the fastest turnaround time in the world.
Jewellery: Following the suit of time products, Titan Industries’ Tanishq has been India’s largest, fastest growing and most popular jewellery brand.
Tanishq offers a premium range of innovatively created gold jewellery with an aesthetic use of diamonds and precious, semi-precious stones in various hues. Arresting designs in 22kt pure gold as well as platinum are among the most admired products on the company’s list. GoldPlus the recent retail plain gold jewellery offering, is specifically created for semi urban and rural Indian market. The brand offers gold jewellery, as well as unique designs crafted with diamonds, American diamonds and other precious stones.
Titan Industries boasts of over 130 Tanishq boutiques, 2 Zoya stores and 32 Gold Plus stores in India. The enchanting jewellery patterns that are part of these brands originate in the well-equipped exclusive jewellery design studio of Titan Industries.
Eye wear: Titan Eye+ of Titan Industries offers sunglasses under its Fastrack brand. Prescription eyewear such as lenses and contact lenses is also part of the range. Titan Eye+ offers frames, sunglasses, and accessories of Titan Industries’ in-house brands as well as other premium brands.
Precision Engineering: The Precision Engineering division of Titan Industries supplies precision components to the aviation and the automotive industry. As an Original Equipment Manufacturer (OEM), the company makes dashboard clocks for car manufacturers in Europe and America.
Equipped with best certifications such as AS 9100B for the aerospace segment, TS 16949 for the automotive segment and the coveted Ford Q1 status - the highest supplier recognition from Ford – Titan Industries also offers fully integrated automation solutions. wards & Accolades
Over the years Titan Industries has received several prestigious awards and distinctions. Some of the recent and most noteworthy recognition's are:
• Corporate
Client of the Year award at the Campaign India Digital Media Awards 2012
ET Retail award for "Excellence in Employee Practices"
Images Fashion Award for the Most Admired Fashion Company
• Watches
IAMAI Digital Media Awards: Gold Awards for Titan & Fastrack
Economic Times: Brand Titan ranked 73 amongst top 100 brands in India
Brand Trust Report Card(2012) : Titan Is 12th most trusted across categories, Fastrack is 19th
4 awards for Titan and 1 award for Fastrack at the "Creative ABBY Awards 2012".
• Jewellery
Dun & Bradstreet – Rolta Corporate Award 2011
Images Fashion Award for most Admired Jewellery Brand of the year for Tanishq
Award for Tanishq at the Creative ABBY awards 2012
Campaign India Digital Awards: Gold award in Best Microsite Category elebrating Titan
After two decades of building relationships with our customers, and learning from all the successes and failures that came our way, it is time to pause, reflect and celebrate.
It is time to honour the indispensable role of our people, our business associates and suppliers, who have enriched the fabric of Titan Industries, as we know it today. We are proud to have withstood the test of time and maintained our dedication to the values upon which Titan Industries was founded.
People are at the heart of our success
Over the years, we have built our operations, nationwide and worldwide, leveraging the expertise of our most talented, dedicated and hardworking people with the vision, integrity, innovation and leadership qualities that our business demands.
Titan Industries have constantly invested in training, incentives and career progression across all our business units and have one of the highest employee retention records. We have instituted initiatives such as ‘Face of Titan’, ‘Tanishq Superstar’, ‘Look for Stars’ and ‘Titan Visionary’ to acclaim and commend deserving managers, store officers, cashiers and technicians.
For over two decades, our core values of commitment to safety, health and environment, high ethical standards and respect for people have been the cornerstone of our identity.
Innovation is a way of thinking at Titan Industries
Titan Industries began its operations with an innovative offering - quartz watches - that changed the face of the Indian watch industry. Innovative ideas at Titan Industries have led to significant achievements such as Single Point Solutions to every Original Equipment Manufacturer customer. Titan Edge, world's slimmest watch, is probably the best example of the spirit of innovation in the organization – a feat achieved in less than five years of our existence.
To facilitate innovation, we opt for external expertise from leading consultants like McKinsey, Quadra and Interbrand. We use cutting-edge business excellence tools such as Tata Business Excellence model based on the Malcolm Baldrige Criteria for Excellence, total quality management, 360-degree feedback process and benchmarking.
Our contemporary store designs are a great example of innovation. They have redefined the retailing standards in India since the time when the concept of modern retailing had not evolved.
Jewellery Division changed the dynamics of gold market by introducing the Karameter, an industry first in checking the purity of gold through a non-destructive test.
Relationships are a sacred bond of trust for us
At Titan Industries, we have built relationships and forged lasting bonds with our customers, employees, shareholders, network of business associates, and suppliers.
With our futuristic designs, we created a desire in the minds of our customers and offered them accessories for every occasion. In a small way, we have been a part of all their celebrations. ‘Customer First’ - an initiative driven by the company is an embodiment of the customer-focused culture that we imbibed from the very beginning.
We continue to foster greater customer commitment by making our product lines more comprehensive.
Growth depicts many milestones
We have been able to remain the undisputed leaders in the market. Taking the prognosis of brand fatigue seriously, we reinvented our selves with the impeccably styled Euro watches collection. Triumphs like this were interspersed with tribulations that spurred us to accept new challenges and overcome them with a resolve and commitment. With over 827 exclusive showrooms and 12,000 dealer-outlets, we are the largest retail network in India.
Vision & Mission
Our Vision:
To be a world-class, innovative, progressive organisation and to build India’s most desirable brands. Our Mission:
To create wealth for all our stakeholders by building highly successful businesses based on a customer-centric approach, and to contribute to the community. Our Values and Standards:
Total customer orientation - Customers take precedence over all else, always.
Employee appreciation - We value and respect Titanians and endeavour to fulfill their needs and aspirations.
Performance culture and teamwork - At Titan Industries, high performance is but a way of life and is nurtured by teamwork.
Creativity and Innovation - Driven by innovation and creativity, we focus on smarter approaches and newer technologies.
Passion for excellence - In all our pursuits, we ceaselessly strive for excellence.
Corporate Citizenship - We ensure that a part of our resources is invested in environment and community betterment. enior Management
Bhaskar Bhat
Managing Director
Bhaskar Bhat assumed the position of Managing Director of Titan Industries on 1st April 2002.
He is a B.Tech (Mechanical Engineering) degree holder of IIT - Madras, and a post graduate diploma holder in Management from IIM - Ahmedabad.
Most of Bhaskar’s working experience has been in Sales & Marketing. Having started his career as a management trainee with Godrej & Boyce Manufacturing Co. in 1983 he moved on after 5 years, and joined the Tata Watch Project (initiated at Tata Press Ltd.)
Since 1983, Bhaskar has been associated with the Tata Watch Project – later to become Titan Watches Ltd., and now Titan Industries Ltd. At Titan, Bhaskar dealt with Sales & Marketing, HR, International Business and various general managerial assignments.
Bhaskar is a member of the Governing Council at the T.A. Pai Management Institute, Manipal and the SDM Institute of Management and Development, Mysore.
He was awarded the Distinguished Alumnus Award of IIT Madras in 2008. Top
C K Venkataraman
Chief Executive Officer - Jewellery
Venkataraman has headed the Jewellery Division since January 2005. He is a post graduate diploma holder in Management from IIM – Ahmedabad. Venkataraman joined Titan Industries in 1990, and worked in the Advertising and Marketing functions before becoming the Head of Sales & Marketing for the Titan brand in 2003. Top
S Ravi Kant
Chief Executive Officer - Eyewear & Executive Vice President Corporate Communications & Unified Loyalty
Ravi has a Masters in Business Management from FMS Delhi and joined Titan in 1988 in Marketing, from HCL. He moved on to heading Retailing and Exports and also headed the initiation of the watch assembly plant in Dehradun. Till 2005 Ravi headed Middle East and African operations for watches and jewellery as M.D. of Titan International (ME). He subsequently headed the International Business Division of Titan Industries, Bangalore – managing performance of both businesses – watches and Jewellery in 30+ countries.
Currently Ravi pursues excellence in everything to do with the eyewear industry, as COO of the Eyewear Business.
He also handles the additional responsibility of Corporate Communications for the Company.

Top
Kailasanathan N
Chief Executive Officer – Precision Engineering
Kailasanathan graduated in Statistics from the University of Bombay and subsequently attained several other scholarly achievements. He was responsible for IT Functions, Ethics, Business Excellence and Knowledge Management, Corporate Communications, Corporate Sustainability and is the Managing Trustee of the Titan School.
Kailasanathan has vast experience in the IT field, and has been involved in several ERP implementations. He is currently the COO & Ex. Vice Preseident of Precision Engineering Division.
Top
H G Raghunath
Chief Executive Officer, Watches and Accessories
H G Raghunath - Chief Operating Officer, Watches and Accessories Division. He has been involved with the watch industry for over 28 years. He joined Titan Industries in June of 1986, and helped set up and establish the After-Sales Service network both, in India and overseas. He has been involved in the customer-service function for 17 years and since 2003 in ISCM. He took over as COO in April 2012. He holds degrees in Science and Engineering (Electronics & Communication) and is a coveted speaker on SCM in many forums. Top
L R Natarajan
Chief Executive Officer - New Businesses
Natarajan is an Automobile Engineer from the Madras Institute of Technology. He has been with Titan Industries since 2003. He has around 25 years of experience in various capacities. His innovative concepts were also instrumental in securing National and International acclaim for Supply Chain and Goldplus. He has been instrumental in setting up the Innovation School of Management, which is a driving innovative project in Jewellery division.
Top
S Subramaniam
Chief Financial Officer
Mr. S Subramaniam, is the Chief Financial Officer for Titan Industries. He heads the Finance, Accounts and Commercial functions for the Company. A CA and ICWA by profession, he has over 25 yrs of experience in Finance and Business roles. Subbu has been driving strategic finance & has been a part of the top management teams for the past 10 years.
Prior to joining Titan, he was the CFO for the Telecom vertical of the Essar Group, responsible for Finance Strategy, working on M&As and on improving operational performance of the Group Companies. He has also held senior positions with ITC, BPL Mobile, Mannai Corporation, Doha, etc. Top
C Srinivasan
Vice President - Sonata, Corporate Sales & Customer Service
Srinivasan, is a Management Graduate from IIM – Ahmedabad. For the past 10 years he has been heading the Sonata Business unit, responsible for the Sonata, Institutional, Armed Forces and the Customer Service businesses, and played a major role in the setting up and nurturing of the sales infrastructure for the watch business.
Top
Ronnie Talati
Vice President and Business Head – Fastrack & New Brands
Ronnie is a B.Com LLB from the Bombay University. He is a sports and fitness enthusiast and joined Tata Press in 1976. Ten years later, with Titan Industries, Ronnie as GM – Finance was largely responsible for setting up the Finance Department. In 2005, he headed the new business unit to target youth – thus ‘Fastrack’ came into existence, he is also responsible for the Large Format Store retail chain for all company products.
Top
V Govindraj
Vice President and Chief of Retail Services
Govindraj is a MBA graduate from the School of Management Studies, Cochin. He joined Titan Watches as Distribution Manager for distribution and setting up the C&F network. Down the line he headed the Retail & Marketing team in Tanishq in 2000. As a key member of the team, he led Tanishq’s dramatic growth. Presently he heads the Integrated Retail Services function and is responsible for Business Development, Projects and Retail Training across the Watches, Jewellery & Eyewear Divisions.
Top
Sandeep Kulhalli
Vice President - Retail & Marketing, Tanishq
Sandeep - currently Vice President - Retail & Marketing, Tanishq, is a B.Sc. (Chemistry) from Fergusson College, Pune. He joined Titan Industries Ltd in 1988 as Area Sales Manager and handled Sales Operations in MP and Vidharbha. Later becoming Area Sales Manager, West Bengal and North East. With the launch of Timex he moved north as Regional Manager in 1994. Top
Ajoy Chawla
Vice President and Global Business Head - Titan & Retail
Ajoy is a Mechanical Engineer from VJTI – Mumbai and a post graduate from IIM - Calcutta. He joined the Tata Administrative Services in 1990 and has been with Titan Industries since 1991. He has over 20 years experience with Titan Industries, across geographies and businesses, covering Sales, Distribution, Retail and Business. He has held many senior portfolios in the company’s business and now is the Vice President & Global Business Head, Titan & Retail. Top
Ramesh C S
Chief Information Officer
Ramesh C S holds a Post Graduate Degree and Master of Philosophy in Mathematics along with MBA in Production Management.
Prior to joining Titan in 1999, he has worked for various Tata groups of companies. He has a total experience of 34 years in the Information Technology domain.. He has successfully implemented multiple ERP applications for various divisions of the organization. Apart from bringing in a host of new technologies, he has also been instrumental for many accolades received from SAP for the innovative utilization of their application. With his strong IT and business skills, he continues to build state-of-art infrastructure and bring in user friendly applications to the organization.
He is also heading the cost saving initiatives for the organisation.
Top
A R Rajaram
Head – Legal & Company Secretary
Mr. A R Rajaram, is Secretary of the Company and holds charge of the legal function.
A Law Graduate from Bangalore University, Mr. Rajaram is a Fellow Member of The Institute of Company Secretaries of India.
In his previous assignment with Bangalore International Airport Limited (BIAL), he has worked as Head - Legal and Company Secretary for four years. Prior to BIAL he has worked with Jet Airways (India) Ltd and BPL Limited. He has over 30 years of experience in the fields of Corporate Laws, Securities Laws, FEMA, IPOs, M&A, Litigation matters and Legal Documentation.

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