Process Management

Prateek Nagalia | Managing Director | Royal Enfield

What is Process Management?

A Career in Process Management is very interesting. Understanding Why one wants to choose a Career in Process Management is phenomenally more important than figuring out How to get into Process Management. Just like you would normally not trust a non Doctor with names of medicines, you should also not trust opinions about Process Management from non professionals.

Managing Director Prateek Nagalia has worked in Process Management for 6 years & 2 months. Managing Director Prateek Nagalia outlines Process Management as:

Process management is the ensemble of activities of planning and monitoring the performance of a business process. The term usually refers to the management of business processes and manufacturing processes.

How Managing Director Prateek Nagalia got into Process Management?

I was born and brought up in Dehradun and after completing my B Tech I started working with my father. I am the Managing Director of Royal Enfield Store, Dehradun and working there since 2013.

Managing Director Prateek Nagalia's Talk on Process Management

The Journey of a Process Manager: Prateek Nagalia's Insights into Process Management Prateek Nagalia, a dynamic process manager based in Dehradun, invites readers into the intricate world of process management through his personal journey. With a formative education in Mechanical and Automation from MIT University and hands-on experience in the automotive sector, Prateek has developed a keen understanding of both the technical and customer-facing aspects of his role. This article delves into the essentials of process management, the education and skills required, the positives and challenges that practitioners face, and a snapshot of what a typical day looks like for a process manager. What Is Process Management? Process management refers to the systematic approach of designing, implementing, monitoring, and improving the various processes within an organization to enhance efficiency and effectiveness. In the context of Prateek's work in the automotive industry, this entails overseeing the customer journey from the moment they walk into a showroom to the successful delivery of a vehicle. Effective process management ensures that each step meets customer expectations while optimizing resource use, ultimately leading to increased sales and customer satisfaction. Education Aspects of Vehicle Understanding the nitty-gritty details of the vehicle is paramount for anyone involved in process management in the automotive industry. Prateek emphasizes that knowledge of the vehicle's features—ranging from performance metrics to user comfort—enables practitioners to convincingly transition customers from mere inquiries to committed purchases. This knowledge equips sales staff to answer queries and tailor their approach to meet customer needs effectively. FAB FAB, which stands for Features, Advantages, and Benefits, is a critical educational framework in sales. As Prateek explains, it is not enough to just list the features of a bike; one must also articulate the advantages these features offer and the benefits they bring to a customer’s life. For example, discussing disc brakes not only involves explaining their presence but also illustrating how they contribute to safer, more effective braking, thus ensuring a more secure riding experience. Human Psychology An understanding of human psychology plays a vital role in converting inquiries into sales, according to Prateek. By identifying customer motivations and preferences, process managers can guide potential buyers to the most suitable product options. For instance, distinguishing between a customer's interest in a sporty bike versus a cruising bike allows for tailored recommendations that fulfill the rider’s specific desires. Finance Financial acumen is increasingly significant in today's automotive market. Prateek notes that the availability of financing options has empowered more customers to consider bike purchases they would have previously deemed unaffordable. Understanding the financial landscape allows process managers to facilitate customer upgrades to higher-spec motorcycles with ease, thereby expanding visibility and sales potential. Product Knowledge Having comprehensive product knowledge is essential for upselling and ensuring customer satisfaction. Prateek asserts that a thorough understanding of the vehicle's specifications enhances the sales team's ability to communicate with customers effectively. Furthermore, it fosters trust and confidence in the service team, which is critical in maintaining long-term customer relationships. Inventory Management Prateek articulates that effective inventory management is paramount in delivering prompt service to customers. Maintaining the appropriate inventory levels ensures that customer demands are met without delay, thereby establishing the organization as a market leader. Efficient inventory practices also guarantee customer needs for spare parts and services are addressed promptly, which improves overall customer experience and retention. Skills Hospitality Skills Prateek emphasizes the importance of hospitality in the automotive industry. Making customers feel welcomed and valued is paramount, as they are essential to the business's success. By developing a comfortable atmosphere, process managers can facilitate smoother interactions and feedback loops that drive business improvement. Soft Skills Soft skills are crucial for effective communication with customers. Prateek highlights that these skills allow sales and service staff to convey their knowledge in an approachable manner. The ability to build rapport and empathy can lead to better customer connections and ultimately drive sales. Innovation To stay competitive in the market, Prateek stresses the importance of innovating new techniques in sales processes. This could mean developing structured follow-up systems for inquiries or offering unique customer experiences such as tailored test rides. Creative approaches can set a business apart from the competition and foster customer loyalty. Commitment Commitment to customer satisfaction is a recurring theme in Prateek's work. By honoring promises regarding delivery timelines and service expectations, he finds that customer loyalty and referral rates increase significantly. A committed approach not only builds trust but also strengthens the customer relationship. Interpersonal Skills Creating a personal connection with customers greatly enhances the likelihood of repeat business. Prateek believes strong interpersonal skills foster an environment where customers feel understood and valued, paving the way for sustained business relationships and opportunities for upselling. Time Management Prateek discusses the vital role of time management in delivering quality customer service. With an average of 10 vehicle deliveries each day, he ensures each customer receives adequate attention for their questions and concerns. Efficient time allocation within his team helps meet commitments and exceeds customer expectations consistently. Analytical Skills Analytical skills are foundational for process management. Prateek utilizes data to track inquiry rates, customer feedback, and employee performance. This analysis informs business decisions, enabling him to pinpoint areas for improvement and drive growth as he adapts strategies based on real-world insights. Positives Huge Exposure One of the significant benefits of working in process management is the vast exposure to various customer profiles and needs. Each interaction offers Prateek an opportunity to learn and grow, reinforcing his skills and understanding of customer behavior. This frequent interaction fosters continuous personal and professional development. Understanding the Market As Prateek dives deeper into the automotive sector, he gains invaluable insights into market trends and dynamics. Understanding these elements not only bolsters his strategic decision-making but also helps him capitalize on emerging market opportunities, establishing a competitive edge. Monetary Potential The growth trajectory in Prateek's career highlights the monetary potential of excelling in process management. From managing 20 vehicles per month to over 300 today illustrates the measurable outcomes that dedication and effective management can yield, affirming the financial rewards tied to successful performance in this role. Self Satisfaction Engagement in a field aligned with personal passion yields immense self-satisfaction. Prateek cherishes his work, as it allows him to pursue his love for Royal Enfield motorcycles. This personal connection to the product enhances his enthusiasm and deepens his engagement with customers. Bike Rides Beyond the rigors of management, Prateek finds joy in riding bikes, which also serves as a stress reliever. His passion for riding not only enriches his personal life but also solidifies his connection to his vocation, making him more authentic and relatable to customers who share similar interests. Challenges Market Fluctuations Prateek acknowledges that market instability poses a substantial challenge within the automotive industry. The ability to navigate economic downturns and revive the business is essential for sustainability. Resilience and adaptability are key traits that help overcome these periods of uncertainty. Competition With numerous brands vying for customer attention, completing in the automotive sector can be daunting. Prateek sees this as an opportunity to set Royal Enfield apart through exemplary service and customer education. By leveraging unique selling propositions, he aims to maintain customer loyalty amidst fierce competition. Staff Retention Recruiting and retaining talent is another significant challenge in the industry. As Prateek notes, high turnover can undermine service quality and operational continuity. Investing in staff training and motivation is imperative for building a skilled and stable workforce capable of delivering excellent customer experiences. A Day Of Process Management Prateek's day begins with a structured morning meeting with both the sales and service teams. This gathering allows for the sharing of insights from the previous day, addressing customer feedback, and planning for upcoming deliveries. Each day offers a platform for collective problem-solving and strategizing. The analysis phase follows the morning discussions, where Prateek reviews inquiry patterns, sales figures, and team performance. This data-driven approach helps refine sales strategies and maintain a responsive service model that meets the ever-changing needs of the customer base. Customer handling is a central focus throughout his day. Prateek dedicates time to ensuring each customer receives personalized attention and guidance, which solidifies trust and satisfaction. Furthermore, he balances operational tasks with customer engagement, thereby enhancing overall business operations. After the day at Royal Enfield concludes, Prateek transitions to his other venture, The Great Indian Pub, where he unwinds and connects with partners and patrons. This passion project serves as both a creative outlet and a relaxation space, allowing Prateek to enjoy life beyond work. In conclusion, Prateek Nagalia’s journey through process management showcases both the challenges and rewards inherent in the profession. His commitment to understanding the intricacies of customer interactions, continuous learning, and adaptation sets him apart in a competitive industry. For those considering a career in this field, Prateek's experiences provide invaluable insights into the impact and value that process management holds, both for the business and for personal fulfillment.

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How to get into

Process Management?

If you are want to get into Process Management, start by investing in a Career Plan.

The 14 hour process, guided by a LifePage Career Advisor, will help you introspect and check whether your interest in Process Management is merely an infatuation or is it truly something you wish to do for the rest of your life.

Next, your Career Advisor will help you document how you can get into Process Management, what education and skills you need to succeed in Process Management, and what positives and challenges you will face in Process Management.

Finally, you will get a Career Plan stating which Courses, Certifications, Trainings and other Items you need to do in the next 7 years to become world’s best in Process Management.

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Next: your Advisor helps you figure out how you will get into your chosen Career and how will you develop the skills needed for success in your Chosen Career.

LifePage Plan will not stop at saying "to become an Architect study Architecture". It will guide you on which Certifications, Trainings and Other items you need to do along with your Architecture education to become the world's best Architect.

Links for this Talk

Managing Director Prateek Nagalia's LifePage:

[LifePage]
https://www.lifepage.in/page/prateeknagalia

LifePage Career Talk on Process Management

[Career]
https://www.lifepage.in/careers/process-management

[Full Talk]
https://lifepage.app.link/20180110-0002

[Trailer]
https://www.youtube.com/watch?v=3SVjzmS5ILk

(Process Management, Prateek Nagalia, Royal Enfield, Showroom Management, Inventory Management, Entrepreneur)

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