Over the past decade, we have witnessed an incredible transformation—from where we stood ten years ago to our present position.

Arvind Garg
Senior Vice-President & Head – Construction & Mining Machinery Business, Larsen & Toubro

How is L&T different from other competitors in the industry?
At the core of our approach lies a steadfast commitment to our customers. Our philosophy revolves around prioritising customer satisfaction above all else. For us, a sale isn’t merely a transaction but an investment in a lasting partnership. We don’t just offer machines; we provide comprehensive solutions to create value and empower our customers.
We have created a national network of 29 dealers, 115 touch points and 27 territory offices of L&T’s domestic marketing network. This means that most sites are within a 3-hour travelling distance, while the response time could be a maximum of 24 hours in the hilly terrains. Our Central warehouse at Nagpur is strategically located to reach major centres within 24-48 hours. 
We have heavily invested in six service stations at strategic locations for repairs of major components like transmissions, axles and engines. Our service stations can undertake major overhauls to improve reliability. In addition, some of our Dealers have set up component repair facilities. The location of service infrastructure at strategically important geographies and our technical capabilities place us in an advantageous position when it comes to maintaining high machine uptime. This is reflected in our ability to continuously win orders from demanding customers like Coal India and SAIL.
We have also invested heavily in creating a robust IT system to offer after-sales support in a timebound manner and maximise the machine uptime. In fact, we have recently implemented the S360 (Swift Service 360) field service management system.  This has enabled us to take our proactive after-sales support on our wide range of Construction Equipment across the Country to the next level.  S360 is a game changer and will help further our motto - In service Lies Success.
We also keenly watch customer preference for site mapping facilities in machines that would further improve operational efficiency for contractors and mine owners, who form the bulk of our customers.
Beyond providing equipment and top-tier aftermarket support, we integrate digital innovations to augment our product lineup. Moreover, we engage in continuous improvement endeavours by collaborating closely with our customers. This involves focused efforts to improve operational parameters, conduct in-depth application engineering, and streamline processes. 
We constantly explore ways to improve monitoring and operations by employing cutting-edge technologies. L&T Construction & Mining Machinery prioritises operator training and safety measures to foster a secure environment.
Our ultimate goal is to forge enduring relationships founded on sustainability and mutual value creation. This isn’t about short-term gains; it’s about nurturing long-term partnerships. We take pride in our extensive history, boasting relationships spanning over four decades. Many of our customers from my early days at L&T are still with us, a testament to the enduring value we’ve co-created over time. Our shared commitment to fairness, longevity, and unwavering dedication underscores these enduring bonds that continue to thrive and evolve.

India is a very cost-centric market. How are you balancing the cost and quality of your products?
The initial purchase price of an equipment is just one facet of its overall value. Investing in equipment designed for a specific lifespan serves as a tool that contributes to wealth creation. While some options may appear more affordable at first glance, our focus lies beyond the immediate cost. We advocate considering the full lifecycle costs, encompassing total operational costs, uptime, reliability, quality of service, and the comparative value derived from one product over another.
Many of our clients have embraced this perspective, understanding that although there might be a slightly higher initial investment, the ultimate payoff stems from exceptional service, higher proactive machine care, reliable parts available across the country leading to optimised uptime, as well as robust support for continuous improvement, tailored application engineering, and the acquisition of a superior product that aligns seamlessly with their needs. 
Moreover, investing in premium equipment often yields a substantial resale value. It’s a journey toward realising that while a cheaper option might seem attractive initially, it usually comes with limitations. Investing a bit more ensures significantly higher returns. This, I believe, encapsulates the crux of the matter. 

How do you see the industry growth for the next five years? Which application can deliver you more in numbers?
Over the past decade, we’ve witnessed an incredible transformation—from where we stood ten years ago to our present position. The government’s unwavering focus on development and infrastructure has driven this remarkable change. Today, the Indian construction equipment industry proudly holds the position of the world’s third-largest market. Studies by BCG affirm that within a mere 2-3 years, we’re poised to ascend to the second-largest market. This is a testament to the imminent growth on our horizon. 
This growth story is intricately woven into the expansion of roads, the advancement of railways, the evolution of airports, and the monumental Bharat Mala project, among many others. The canvas of progress across our nation is awe-inspiring. 
This monumental shift is the vision realised by our Honourable Prime Minister, Shri Narendra Modi, who has embarked on the mission to craft a new India. Infrastructure is at the heart of this transformation, leading to an era of promising growth. This growth isn’t just about numbers; it’s about sustainability, safety, inclusiveness, and the honing of skills under initiatives like Kaushal Vikas and Skill India.
With a history of more than 75 years of partnering with the nation’s growth, we believe we have played an important role in the growth of Independent India. 

Many technological advancements are going to happen. You pointed out that you have done some training for the ladies. Please elaborate on that and what is your vvision towards training.
We firmly believe in the importance of inclusivity, a principle cherished by our customers and deeply rooted in our values. In a traditionally perceived male-dominated industry, we’ve proactively fostered change. Several years ago, we began integrating women into our workforce. Today, we proudly boast a significant presence of lady operators and mechanics, a testament to our commitment to diversity. 
Our esteemed partner, Tata Steel, embarked on a visionary journey for gender inclusivity. They expressed their aspiration to welcome ladies into their workforce and sought our collaboration. Eager to support this initiative, we gladly engaged. I’m delighted to share that our Durgapur service station has successfully trained a few batches of ladies. These individuals, now employees of Tata Steel, will contribute to their workforce. Tata Steel’s leadership extends further—they aim to dedicate one shift out of three to an all-female team. We are honoured to join them in this endeavour. Embracing diversity and inclusivity isn’t just a corporate obligation but a moral responsibility. We’re fully committed to integrating marginalised segments of society. Collaborating with our partners, we are determined to lead this transformative change.