Udai Bakshi stands at the helm of Independent Living Specialists (ILS), as the Chief Operating Officer. His leadership is marked by a keen focus on operational efficiency, customer-centric strategies, and fostering a culture of continuous improvement. His approach has not only strengthened ILS’s market position but also reinforced its commitment to improving the lives of its customers.
In our quest to understand the driving forces behind ILS’s success, we had the opportunity to catch up with Udai Bakshi through this insightful interview:
Q: Can you share a bit about your career journey and what led you to your current role as Chief Operating Officer at Independent Living Specialists?
My career journey has been a dynamic blend of corporate leadership and entrepreneurial ventures, spanning diverse sectors like private equity, energy, healthcare, and automotive. This breadth of experience has enabled me to navigate complex operational landscapes and drive transformative change. The opportunity to lead ILS as Chief Operating Officer aligns perfectly with my passion for empowering organisations and making a positive social impact. I’m excited to leverage my skills to strengthen ILS’s position in the health tech sector and contribute to enhancing the lives of individuals seeking independent living solutions.
Q: What are some of the biggest challenges you face in your role, and how did you overcome them?
I encounter challenges inherent to a rapidly growing company in a fragmented industry, including integrating diverse businesses, optimising supply chains, and fostering a cohesive culture. To overcome these, I prioritise clear communication, data-driven decision-making, and empowering my team. By fostering a collaborative environment and setting ambitious yet achievable goals, we’ve been able to streamline operations, enhance efficiency, and drive sustainable growth.
Q: How do you define and measure operational excellence within Independent Living Specialists?
Operational excellence at ILS is defined by our ability to consistently deliver high-quality products and services that exceed customer expectations while maintaining efficiency and profitability. We measure this through key performance indicators (KPIs) such as customer satisfaction, on-time delivery, cost reduction, and employee engagement. We also set quarterly objectives and key results (OKRs) with the team to ensure that all efforts are dedicated to organisational goals. This provides alignment for all levels in the organisation. Constantly monitoring these metrics, making finer adjustments, and implementing continuous improvement initiatives, we ensure that we are always striving for the highest standards.
Q: What sustainability initiatives have you implemented, and how do they impact your operations and overall business strategy?
Sustainability is core to our business strategy. We’ve implemented initiatives to reduce our environmental footprint, such as optimising logistics, minimising waste, and exploring renewable energy sources. These efforts not only benefit the planet but also contribute to cost savings and operational efficiency. Additionally, we prioritise ethical sourcing and responsible business practices, which strengthen our brand reputation and resonate with our values-driven customers.
Q: How do you ensure that the patient care provided by Independent Living Specialists is consistently high quality?
Patient care is paramount at ILS. We ensure consistently high quality through rigorous staff training, robust quality assurance protocols, and a patient-centric approach. We actively seek and incorporate patient feedback to continuously improve our services and offerings. By fostering a culture of empathy and compassion, we empower our team to deliver exceptional care that truly makes a difference in the lives of our patients.
Udai’s focus on operational efficiency, customer-centric strategies, and sustainability initiatives has not only strengthened ILS’s market position but also deepened its commitment to improving lives. Through an agile and well-optimised supply chain, ILS continues to deliver essential healthcare products with the highest standards of quality and care.