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Rebecca Walker, Global Customer Advocacy Strategist for IFS, talks to Shuja ur Rehman about his role as Head of IT and ERP at automobile manufacturing, marketing and distribution of Hyundai’s vehicle line-up in Pakistan about how they use IFS, and what he enjoys most about his work.

As the Head of IT and ERP at Hyundai Nishat Motor in Pakistan, what do you do on a day-to-day basis?

Essentially, we are a partner mobile assembler in Pakistan for Hyundai Korea. We produce different variants of cars and commercial vehicles at plant, based in Faisalabad and HO in Lahore District, in Punjab. My role is to lead the IT department, comprises of three sub-sections, i.e., Core Network, ERP and DMS (IFS). Our IFS section supports dealer management operations, like CRM, Car Sales, After Sales Services and Spare Parts Sales. Our ERP supports core financials, HR, QM, and Production planning system based on SAP S/4HANA deployed on-prem.

Could I ask you about your IFS solution? What do you use yours for?

We use IFS for dealership operations for cars sales like cash to order, spare parts sales and after-sale services as well. The application is used for customer services, Pre-delivery, Post deliveries, warranty services and periodic maintenance of Hyundai Vehicle across the country. We use IFS for these operations on company dealership nationwide, and it’s integrated with our core ERP SAP S/4 HANA.

What does your team look like?

My team consists of a function consultant, database administrator, and database developers who customize codes and enhance IFS systems processes to provide support to our end users department and dealerships. We also receive external support from IFS partners in Pakistan.

What does great service mean to you? What lengths do you go to so that your customers are happy with the service they receive?

Normally, when we are in the process of analyzing customer needs, we consider the customer in two categories. Firstly, the customer we provide direct support and services, by giving them training and support on how to use IFS systems, for example the initial time we spend with end users. Secondly, by checking on our customers later down the line. We want to ensure that the customers we sell our cars to are happy with the service we provide them with and that they are satisfied with the application we’ve sold them. We ensure that our interactions with customers are positive – that their vehicles are delivered on time and their data and transactions are updated correctly and timely, and so on.

Specifically, we want our end users to be satisfied when using our IFS application, required reports are there, data can be available in required format for reporting and analysis purposes and decision making. It’s the moments that are important – moments when our end users need to be happy with our services and the application they are using. For us, the best moments are when we get positive feedback and they are happy to use and satisfied.

How would you describe the company culture at Hyundai Nishat Motor?

We are a company that puts emphasis on good work-life balance for employees, equality, and satisfaction for our employees. Daily routine is very important to us: life must be balanced, and family time must be prioritized with the daily demands of work. This balance helps employees to perform better; it’s not only good for an organization but for everyone. Everyone benefits! A good work-life balance is paramount to maintaining physical as well as mental wellbeing.

We try to promote a culture which helps people to maintain that work-life balance and so that’s our main objective for our employees. Spending time in the office and after that spending time with their families and so on. If employees aren’t happy or not in good health physically or mentally, then they can’t deliver good output which business demands. If employees are happy, the reverse is true, and productivity increases: happy employees perform to their full potential.

Do you have any hobbies outside of work? What do you do to improve your work-life balance?

I’m a fond of soccer and sometimes play with me fellow colleagues in normal routine, if couldn’t find proper time sometimes just watch matches on the TV to unwind!

During the pandemic our entire world was forced to change. In my opinion, we are mentally stronger than we were before pandemic, and our focus should now be not only on what we can deliver, but how we can lead a good life.


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