Nilakantasrinivasan Janakiraman (Neil)

Expertise: Customer Experience Management, Analytics, Business Transformation & Strategy Implementation

Neil, an author of 2 books, The Master Book for Lean Six Sigma & The Little Book of Customer Experience, passionately helps mid and large size enterprises in services and manufacturing to become Future Fit. This means a future with higher Customer Retention, Revenue Assurance & Growth and Capability Building.

His approach is to engineer practices in your organization through interventions that are deep, strategic, process & cultural, driven by data analytics & ground-zero insights.

Neil served as Lean Six Sigma Deployment Leader & SVP in HSBC & Bank of America and has delivered over $20Mn of business benefits. He is a Certified Six Sigma Master Black Belt and recognized as Top 10 quality practitioners in India.

He has worked on various of engagements across sectors including BFSI, Outsourcing, IT, Discrete Manufacturing, O&G, Shipping, Professional services, Consumer Goods, Automobiles, Telecom, EdTech.

He regularly conducts public & inhouse master classes (Online & In-person) on CX, Business Model Innovation like Blue Ocean, HR Analytics, Service & Sales Analytics, Marketing Analytics & Strategy Deployment, Quality Improvement, Hoshin Kanri & Lean Six Sigma.

His ready to serve digital courses are available here.

He also selectively coaches executives, start-ups & young professionals.

Neil has led several change initiatives & CX projects with approved financial benefits of over $20MN, of which $4Mn was executed by him personally. He has demonstrated results in unconventional areas such as sales, customer service, HR, technology, risk & compliance, program office, administration & security, procurement, etc.

Neil is a Certified Six Sigma Master Black Belt and recognized as Top 10 quality practitioners in India. He is passionate about helping organizations become Future Fit.

Past Experience

Company                                                   Designation
HSBC Senior Vice President (Customer Experience)
HSBC Senior Vice President (Business Transformation)
Bank of America National Leader (Quality & Productivity)
Standard Chartered Service Excellence Leader (Lean Six Sigma)
Whirlpool of India Senior Engineer (Process Engineering)
TVS Motor Company Production Engineer (Industrial Engineering)


Institute                                                      Qualification
University of Texas in Austin PGP – AI & ML
BITS Pilani MS (Manufacturing Management)
MIT-Anna University B.Tech (Production Technology)
Pondicherry University B.Sc (Physics)
Indian Institute of Science Certification Program in Environmental Studies
Bank of America / IQF Six Sigma Master Black Belt

List of Technical Publications

  • Nilakantasrinivasan(2004). Analytical Treatment of Discrete Ordered Category,
  • Arun Nair & Nilakantasrinivasan (2005). DMAIC Failure Modes. ASQ Six Sigma Forum
  • Nilakantasrinivasan (2006). Deployment of metrics based management culture in banking operations. Bank of America Q&P Annual Conference, Charlotte
  • Nilakantasrinivasan (2009). Smart Tips for successful Black Belts! isixsigma Magazine

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