We are providing service support thru TRC at Headquarters and by help of our service engineers in the field. Therefore, major KRAs like number of training of engineers, service engineers, holding of spares consistent with genuine requirements at different locations, setting up of repair centers, timely servicing of complaints and management of repair arising under AMC etc.
Our aim is to enhance our receptiveness about providing assured servicing support to the following level of performance:-
- Same day service (i.e. within 24 hrs of complaint being received): At least 50% (or more) complaints must be repaired/serviced on the same day in which complaint was lodged.
- Next day (i.e. within 48 hrs of complaint being received): At least 40% (or more) complaints must be repaired latest by 2nd day.
- Third day (within 72 hrs of complaint being received): Not more than 10% of the received complaints will be repaired latest by the third day.
Only in extremely rare cases, complaints could be pending beyond 72 hrs. However, concerted efforts will be made to service all VIP/ VVIP installations, online UPS Systems installed in hospitals/ labs/ IT & Process Controlled Industry as well as all HKVA installations, in general, on the same day.
Holding of Site Spares:
It has been decided that certain percentage of LRUs (Line Replaceable Units) will be stocked at the premises of the distributors (or our own Mini TRC, if relevant). This percentage has been worked out to avoid prolonged failures so that engineers can adopt “Repair by Replacement" methodology and service more complaints per day.
Concept of Mini TRC:
Wherever our sales & servicing activities are already reasonably well consolidated, it is advantageous to attend to the service requests by optimum pooling & utilization of our resources through setting up of our own compact and small servicing organization. These establishments are called Mini - TRCs. Hence, the supply-chain of issue of spares in Mini TRC covered areas would either be "TRC to Mini TRC to Distributor" or "TRC to distributor" with information to Mini TRC, where ever applicable. This will be decided by Head (Service).