Nebojša Cvetković (Nesh): Implement DENSO’s Principle of Customer Satisfaction
Nebojša Cvetković (Nesh), Director of Connected Services at DENSO AUTOMOTIVE Deutschland (DNDE)
Profile
Joined DENSO in 2004, Nesh gained extensive sales experience working at DNBE Toyota Sales and DIAM Ford Sales. He has experience in North America, specializing in developing long-term strategies for advanced mobility, AD/ADAS, and cockpit domains.
He is currently leading the development of new businesses and services in the EU, particularly emphasizing emerging industries beyond the core automotive sector.
Where he works
Nesh is based in Eching, Germany, and is responsible for overseeing the Connected Services Department at DENSO AUTOMOTIVE Deutschland GmbH.
The role of the Connected Services Team is to act as intrapreneurs, meaning they initiate new businesses from scratch. The process begins by identifying an issue, developing a solution, crafting a plan, and finally delivering a product.
Diversity is a must-have, not a nice-to-have
I always prioritize having a mix of different cultures, genders, and experiences in my team as a necessity, not merely a preference. Regardless of our location, having diverse backgrounds enriches our output and enables us to learn from each other personally and professionally daily. In my nearly 20 years of experience, I have never worked in a team without diversity.
I have lived in seven different countries: Serbia, Croatia, the Netherlands, Japan, Belgium, the USA, and Germany. Through my work at DENSO, I have had the opportunity to work in three different countries (Belgium, the USA, and Germany), each with its unique culture and team dynamic. These experiences have taught me a great deal and helped shape who I am today. Without exposure to diversity, I would not have been able to manage global projects, customers, and teams as effectively as I do today.
Working within the team is always a source of comfort for me
The Connected Services team is currently leading the development of a last-mile cargo e-bike cold chain delivery product. This project involves cross-functional teams from various countries, including Australia, Italy, the Netherlands, Finland, Japan, and Germany.
The team is also reaching out to new external partners and customers who possess pre-mature products and technologies. However, they face some internal complexities as they navigate through a complex network of processes and stakeholders in areas not traditionally within DENSO's expertise.
Despite the challenges of our job, we find comfort in our ability to work together. Each team member brings unique strengths to the table, and it gives me great pleasure to witness their growth and dedication daily.
Dealing with complex and ever-changing nature
We recently launched product pilots in the EU market. Our prototypes were designed based on our unique ideas and were tested by our partners and customers in real-life situations. This allowed our partners and customers to evaluate the prototypes in the field and showcase the true value that our products offer.
My role was to manage a virtual cross-functional team in an unfamiliar market for DENSO. I gave each contributor full responsibility to foster trust and a sense of ownership among team members. This approach allowed individuals to take risks confidently, knowing their peers would support and back them up when needed.
When business strategies and processes are not aligned, they can be seen as going against the flow. This misalignment may have negative consequences. Predicting the pace of adoption in the market and meeting technical requirements is complex and requires constant product evolution. The dependence on eco-system partners who face their challenges adds to the complexity. Dealing with the ever-changing nature of these factors has become the new normal for me, both as a challenge and an opportunity.
Implementing DENSO’s principle of customer satisfaction through quality products and services
My greatest motivation comes from the opportunity to contribute, develop, evolve daily, and be part of constant progress. This is also reflected in how I work every day, where I connect ideas and help shape the future.
In the Connected Services Department, we have the expertise to build new businesses from the ground up. To achieve this goal successfully, I believe two essential skills are (1) Confidence in oneself, which means having the courage to move forward, and (2) Accountability, which means taking ownership of one's actions, regardless of the outcome.
Moreover, with DENSO’s value of customer and quality focus in mind, we pledge to deliver on our commitments. Maintaining this mindset is critical not just as a recognized brand in the market but as part of our culture and identity.
What do you like about DENSO?
At DENSO, mutual support is a core value that transcends formal organizational structures.
This unique aspect of our company culture extends beyond departments, country borders, and regions. Once you become a part of our team, you can trust that your colleagues will always be there to lend a helping hand when needed.
Working with Nesh
Julia Kaspar, Business Development Specialist of Connected Services at DNDE
During his multiple assignments at DENSO, Nesh gained a lot of valuable experiences that he brought to the team. Nesh has been managing Connected Services for several years, and I have had the opportunity to work with him since his first day of this assignment.
As the Connected Services team is based in Eching and Helsinki, we mainly have to collaborate digitally. Nesh managed to create an open and trustful environment, which is highly valued by the team. He naturally brings a strategic view, professional engagement, and open communication style.