Yashwant Kumar Singh

Roles & Responsibility as Senior Manager Quality

•Quality Process setup & Continuous Quality Improvement Projects for Product/Category Life Cycle with - Design Inputs, Early Detection & Field issue Resolution
• Responsible for Meeting Quality targets of All Product Categories (Smartphones, Tablets & AIOT/Ecosystem)
• Streamlining all the Stakeholders with the Clear Metric Dashboards, Process and Tools Alignment while being Agile for Quick delivery
• 360 Degrees Process & Product Improvement Based on the Key Insights form Field Failure, Quality Management systems, After Sales Service metrics, Voice of Customer from Call Center/ E- Commerce Platform, Social Media & influencers.
• Defining the Quality KPI & Ensuring the Best Customer Experience for the Product through BETA & Quality Validation
• Accountable for Quality Statement of Product portfolio for Business/Product Milestone review & Go/No Go decisions
• Proactive Actions for Field risks based on insights and implement mitigation plans to arrest any potential impact to Field Failure Rate.
• Effective & Actionable analytical presentations for Senior Management & Consultative storytelling to clients with insightful recommendations
• Deliver actionable insights by Ensuring Quality of data Collection, Deeper Insights with Quality of analysis & High Quality Delivery with Innovative Impactful visualization.
• Factory Audits of line Improvement and Factory KPI (Yield, DPPM & OBA) Targets reviews.
• Market Visits to understand the product & Services Gap & Bridge the Gap between Cross Functional Teams.
• Ensure Best User Experience & Net Promoter Score(NPS) for Product & Services

Key Achievement’s:
• Enabled to Released 50+ Smart Phones & Tablets, 100+ SKUs in Ecosystem with User Feedback Analysis & Quality KPIs Measured to Align with Business needs
• 100+ Design for India Insights matured to market, invariably improving the customer Satisfaction & Challenging competition
• 1200+ Consumer Tapped for Beta feedback, leading to fixing of 100% critical issue from leaking to market
• Cohorts of Targeted user segmentation based on the User Habits, preferences & responses to multiple surveys to get the right insights for product Success.
• Actionable Quality Initiative reduced the FFR (Field Failure Rate) across all Categories by 40% which directly translated to 60% Saving in expenditure & increasing profits.
• Improved NPS score & Consumer Experiences for Ecosystem Devices By aligning the Customer facing units.
• Awarded the Avengers (Team Award) & Super Hero of the Year (Individual) Awards. Also Recognized as Best Managers category too.

Role & Responsibility: Program manager Quality (Consumer Trials)

• Responsible for Achieving Quality targets of Android Eco system Devices and Accessories (Fitness band, Headsets & Speakers, etc.)

• Achieving the always updated & secure with adoption on Android One systems on devices and Beta labs for consumers.

• Define & agree on SW quality targets within the product program & with Business management

• Participate in product SW activities in Product Development phases, Identify & drive SW Quality corrective actions

• Accountable for Product Software Quality Statement for program level milestone review & SW Go/No Go decisions.

• Regular lessons learned/retrospectives, transferring learning from previous programs.

• Ensures software risks, mitigation plans as well as impact to Operational Claim Rate are highlighted to Product program team.

• Estimating Failure Rate & respective Warranty Cost & continuous drive to improve it. Drive key quality events in the life cycle of the product.

• Collaborating the Insights from trails and Field feedback to help R&D understand & resolve the use case.

• Improve team velocity by incorporating capacity planning into sprint planning sessions.

• Using DMS server & Dashboard to identify the critical crashes and active hours and pushing R&D for the fix.

• Implement and define process for Bugzilla and JIRA for Issues Tracking to effectively track impediments against user stories.

• Collaborate with members of the Product, Business and Engineering Teams to develop and maintain Product Backlogs.

• Prioritize showstopper issues from consumer Trials & Testing during R&D phase.

• Improve the User Experience & Net Promoter Score(NPS) for product launch readiness.

• Identity the pain points & Needs from voice of customer & channelize as insights to conception.

• Ensuring the program deliverable as per the budget and milestone.

Key Achievement’s:

• Enabled to Released 6 smartphones & 4 Feature phones with all Quality & Cost targets.

• Coached/Mentored a cross functional team of 12 members to deliver quality products for the year of 2017/2018.

• Quality Initiatives helped to reduce the OCR (Operational Claim Rate) from 8 times the global OCR to 4 times the global OCR.

• With Friends and Family approach reduced the Cost of Target Consumer by $300K in FY2016-17.

• Improved NPS score & consumer experiences for Devices in India by +7% above country median by being the Voice of Consumer to R&D

Project: Ecosystem Quality

Role & Responsibility: Manager Ecosystem Quality

• Responsible for Achieving Quality targets of Eco System - Devices and its Compatibility with Accessories

• Ensuring user base availability for consumer experience trial at various geographical locations.

• Using Watson AI & dashboard to identify the critical crashes and pushing R&D for the fix.

• Maintain the active user >70 % & software update rate >90 % throughout the project.

• Preparing Questionnaire & reviews with stakeholders for consumer surveys for feature & products

• Collecting feedback (using surveys, Face to face interactions & telemetry) with >75% response rate

• Analyzing the feedback & reports for hidden insights and consumer pain points to improve the exp.

• Identity the pain points from voice of customer & channelize as insights to conception.

• Highlight the quality gaps and provide the actionable feedback's to product program.

• Ensuring the program deliverables as per the budget and milestone.

• Follow the agile lean six sigma quality processes to achieve the best quality standards.

Key Achievement’s:

• Enabled to Release 6 smartphones & 2 Smart Bands, 1 Surface device with India Quality & Cost targets.

• Have improved Survey response rate from 75% by Quality interaction.

• Improved the Error fix rate of consumer issues, from 10-20% to > 40%.

• Tracked the Initial Product feedback and upstream the quality gaps to implement CR & release new software with quality fix to Increase the Net promoter score.

Project: Operational Specialist Team : 40+ Member

Role & Responsibility: Program & User Feedback Specialist

• Program responsible for quality of the product from start to end of the product cycle.

• Define quality metrics and perform the quality check before each Milestone.

• Prioritize showstopper issues from consumer feedback & provide insights of future impact.

• Highlight quality gaps and provide the actionable feedback to product program.

• Follow agile lean six sigma quality processes to achieve best quality standards.

• Develop user stories & Provide actionable inputs for conception of future products.

• Create Test Cases & Test Plan from Consumer Error Cases & Requirement’s

Key Achievement’s:

• Reduced the Operational Claim Rate, with real time use case scenarios affecting quality.

• Reduced the Number of issues being Ignored by 35%, with real time use case scenarios

• Reduced around 30% of Ignored Issues During R&D, from Real use case visibility

• Increased the Services Quality MTBF score from 40Hr to 120Hr

• Proposed 70 % of new test ware for Indian Market scenarios