Established in 1945, Tata Motors Ltd, a $ 35 billion organisation, is a leading global automobile manufacturer of cars, utility vehicles, pickups, trucks and buses. Part of the $ 113 billion Tata Group, it is India’s largest and only OEM offering an extensive range of integrated, smart and e-mobility solutions. It has operations in India, the UK, South Korea, Thailand, South Africa, and Indonesia through a strong global network of 103 subsidiaries, 10 associate companies, three JVs and two joint operations. Tata Motors is India’s market leader in commercial vehicles and among the top four in the passenger vehicles market. Tata Motors strives to bring new products fuelled by state-of-the-art design and R&D centres located in India, the UK, the US, Italy and South Korea. Internationally, Tata commercial and passenger vehicles are marketed across Africa, the Middle East, South Asia, Southeast Asia, South America, Australia, CIS and Russia. Girish Wagh, President, Commercial Vehicles Business Unit, Tata Motors, shares more on the company, its legacy, plans and prospects…. What is a key parameter that has contributed to you being among the most admired brands in construction? Customer-centricity is at the heart of all our actions right from designing, developing and delivering innovative, cutting-edge products to providing the most comprehensive after-sales services. How did you fare against the backdrop of the pandemic? Tata Motors has been able to successfully bounce back in the post-lockdown phase. Our sale in the M&HCV and ILCV segments grew by 7% and 10% respectively in Q3 FY21 versus Q3 FY20. Further in January and February 2021, sales grew by 22% and 30 % respectively. In H2, our business gained 1.8% market share compared to last year. Our CVBU [commercial vehicles business unit] has undertaken a rigorous cost reduction drive over the past four years. These efforts were further strengthened in the aftermath of the pandemic. Part of commodity cost increases have also been passed on as price increases. This has helped us improve financials in Q3, while ensuring industry-leading performance. What do your customers value most about you? To maximise gains and benefits for customers, we have a specific focus on minimising the total cost of ownership (TCO) over the vehicle lifecycle. Are your products priced higher than your competitors? Our products are competitively priced. While the cost of trucks has increased after the BS6 transition, we have used this opportunity to provide better value through newer generation trucks that offer lower TCO and/or higher revenue-earning potential. Customers are willing to pay a premium for better products and after-sales support. Tell us about your plans for FY21-22 that will enhance your ‘admiration quotient’. We are constantly engaging with customers to understand their changing needs and expectations; at the same time, we are improving our offerings to deliver a superior and differentiated customer experience.