CEO Insights Hall of Fame: Eight Leaders Who Carved the Indian Automotive Sector
Jagdish Khattar—An Enthusiast Who Cemented Customer-Centricity in Maruti Suzuki
If RC Bhargava created the dominating automotive behemoth Maruti, then his successor, the late Jagdish Khattar, managing director from 1999 to 2007, was the one who transformed this company into a customer-focused business. In 1992, as an officer in the Utter Pradesh cadre of the Indian Administrative Service (IAS), Jagdish Khattar joined Maruti as an officer on special duty (OSD). He eventually became a director in sales and marketing operations.
It’s believed that Khattar never had an interest in the automobile segment. But what led to his success is the trust he gained among clients who took to his liking. Maruti’s evergreen mark for customer-centricity was established by Khattar’s unwavering enthusiasm and relentless customer service. Till date, the company continues to glisten in the rewards of Khattar’s efforts. As a matter of fact, Maruti Suzuki is currently strengthening its reputation for providing a painless ownership experience in the midst of fierce competition. Men like Khattar created and fostered the blind faith that consumers have in the brand.
Helped Maruti Recover its Market in 2011
Khattar's unwavering commitment to fostering consumer trust was important in Maruti's recovery. The company's market share had dropped to a record low of 40 percent in 2011 as a result of a three-month strike and a shoddy product pipeline. Providing value-added services, maintaining residual values, and lowering the cost of service were some of the strategies he employed to win over new clients. With his decisive, visionary, and enthusiastic leadership, Khattar made Maruti a more agile organization that could respond to consumer needs more quickly.
Advocated Changes in the Auto Industry’s Laws and Tax Structure
Khattar successfully advocated for the auto industry's demands for laws and tax structure changes before the government through the Society of Indian Automobile Manufacturers (Siam), overseeing Maruti's operations during one of the most difficult times in the company's history.
The most important choice Khattar made while working for Maruti was to start the company's insurance, used car, accessory, and business initiatives.
These endeavors were a huge success and gave Maruti's dealers another source of income.
After leaving Maruti in 2007, Khattar founded his own company, Carnation Auto, which provides a platform for multi-brand auto services. However, his time as an entrepreneur came to an unpleasant end when the project went down, and the CBI and other agencies charged him for purported financial losses. However, Khattar insisted that Carnation Auto was a legitimate commercial failure.