Infant Care 360 Portal
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Questions and Answers

What is the responsibility of the INFANT CARE Team when a critical product issue arises?

  • To ignore the issue and hope it resolves itself
  • To diagnose and resolve the issue in coordination with the Field team (correct)
  • To inform the customer that the issue is not solvable
  • To pass the issue to another team and avoid responsibility

What is the purpose of the Daily Discussion on reported Incidents?

  • To discuss unrelated topics
  • To ignore the incidents and move on
  • To blame the Field team for the incidents
  • To discuss and resolve the incidents (correct)

What happens to incidents that are not resolved immediately?

  • They are assigned to another team
  • They are ignored and forgotten
  • They are escalated to a higher authority
  • They are kept under observation for 60 days (correct)

Who creates the PDF discussion on Critical Issues?

<p>The RRT Manager (D)</p> Signup and view all the answers

What is the purpose of the Infant Care Portal?

<p>To fetch incidents from the system (D)</p> Signup and view all the answers

What is the role of the CFT in the INFANT CARE Process?

<p>To provide a permanent solution to the Field team (A)</p> Signup and view all the answers

What is the purpose of the SR Registration in Pulse system?

<p>To register incidents (D)</p> Signup and view all the answers

What is the responsibility of the Field team in the INFANT CARE Process?

<p>To coordinate with the INFANT CARE Team to resolve incidents (B)</p> Signup and view all the answers

What is the purpose of the Infant Care System?

<p>To resolve incidents (B)</p> Signup and view all the answers

What is the contact method for service support?

<p>Email to the HELP DESK (C)</p> Signup and view all the answers

What percentage of issues from escalated cases were successfully closed through the Infant Care 360 portal?

<p>62% (D)</p> Signup and view all the answers

What is the primary goal of Infant Care?

<p>To monitor the performance of new products during the initial phase of operation (D)</p> Signup and view all the answers

What is the outcome of extending remote support and visits at the site for 10 escalated cases?

<p>Cost of engine replacement saved (C)</p> Signup and view all the answers

What is the purpose of the 'Five Minutes Technical Talk' documents released to the field team?

<p>To offer inputs on technical know-how (C)</p> Signup and view all the answers

What is the benefit of Infant Care in the long run?

<p>Improved product quality and efficiency (C)</p> Signup and view all the answers

What is the focus of the RRC team's proactive strategies?

<p>Addressing probable failures through monitoring of KRM assets (C)</p> Signup and view all the answers

What is the primary focus of the 4th edition of TECKonnect?

<p>Rapid Response Centers and Infant Care (A)</p> Signup and view all the answers

What is the role of Rapid Response Centers in KOEL products?

<p>To diagnose and fix critical problems quickly (B)</p> Signup and view all the answers

What is the purpose of Infant Care program?

<p>To analyze customer feedback and data (D)</p> Signup and view all the answers

What is the tool used in Infant Care program to capture and analyze customer feedback and data?

<p>Infant Care 360 portal (C)</p> Signup and view all the answers

What is the outcome of the Infant Care program?

<p>Proactive identification of scope for improvement in product and processes (A)</p> Signup and view all the answers

What is the role of IoT (KRM) device in Infant Care program?

<p>To capture data for analysis (B)</p> Signup and view all the answers

What is the purpose of the TECKonnect newsletter?

<p>To provide insights into KOEL's technology and customer happiness (B)</p> Signup and view all the answers

What is the main theme of the previous edition of TECKonnect?

<p>Key Performance Indicators (KPIs) (C)</p> Signup and view all the answers

What is the primary goal of the Kirloskar Rapid Response Center?

<p>To enhance the overall experience of customers (D)</p> Signup and view all the answers

What is the response time target for the Kirloskar Rapid Response Center?

<p>Less than 1 hour (B)</p> Signup and view all the answers

What is the target for first-time right resolutions in the Kirloskar Rapid Response Center?

<p>Above 95% (B)</p> Signup and view all the answers

What is the purpose of the troubleshooting tree in the Kirloskar Rapid Response Center?

<p>To enable frontline teams to troubleshoot issues (B)</p> Signup and view all the answers

What is the outcome of the RRC process when a solution is not available?

<p>The issue is escalated to the HO RRT (C)</p> Signup and view all the answers

How many cases have been proactively monitored and resolved since the inception of the RRC?

<p>Over 1,000 cases (C)</p> Signup and view all the answers

What technology does the Kirloskar Rapid Response Center use for real-time insights?

<p>IoT (KRM-Kirloskar Remote Monitoring) (D)</p> Signup and view all the answers

What is the primary role of the Service Dealer in the RRC process?

<p>To resolve customer issues on the first visit (D)</p> Signup and view all the answers

Study Notes

Infant Care 360 Portal

  • Launched for new product monitoring, with 62% of issues from escalated cases successfully closed.
  • Cost of engine replacement saved for 10 escalated cases by extending remote support and visits at the site.

RRC's Proactive Strategies

  • Monitoring over 1,500 KRM assets to address probable failures.
  • Performing prognostic analysis of data from KRM and diagnostic tool.
  • Initiating product improvement actions through proactive campaigns.
  • 20+ Technical Service Bulletins (TSB) and Standard Operating Procedures (SOP) published.

Infant Care

  • Involves the initial phase of operation and monitoring of new product right from the stage of installation to verify their performance.
  • Necessary for maintaining the product's long-term performance, efficiency, and quality.
  • Responsibilities of INFANT CARE Team:
    • Prioritize and resolve critical product issues.
    • Diagnose and resolve product issues in coordination with the Field team.
    • Ensure optimal performance of newly launched product.
    • Provide inputs for improvement to GOEM based on early hour assembly or workmanship related issues.

Infant Care Process

  • CPCB IV+ Infant Care Process involves:
    • SR Registration in Pulse system.
    • Incident occurred and fault code captured in KRM.
    • Daily discussion on reported Incident.
    • Issue Closure in Infant Care System.
    • On Critical Issue, PDF is created by RRT Manager.
    • Solution is given by CFT.

Contact Information

  • HELP DESK CONTACT NUMBER: +91 880 63 344 33
  • HELP DESK TOLL-FREE NUMBER: 1800 233 3344
  • Email: [email protected]

Quarterly Technical Newsletter

  • Vol-4, June-2024, Special Edition on RRR
  • Focuses on two important programs: Rapid Response Centers and Infant Care

Rapid Response Centre

  • Overview of Rapid Response Centre:
    • A world-class facility that uses IoT (KRM) and eFSR applications for real-time insights and immediate feedback.
    • Empowers customers in creating a limitless future.

RRC KPI’S (Rapid-Response, Recognize & React)

  • Response time < 1 Hour
  • First time right > 95% and Analysis, solution on critical issues
  • Development of capability of front-line team and troubleshooting tree
  • Technical Service bulletins for critical failures
  • Build prognostic models that predict failures based on the current data

RRC Process Flow

  • RRC Process Flow involves:
    • Service Request creation in Pulse system
    • Incident occurred and customer informed
    • Allocation of SD Engineer
    • Site Visit and solution available
    • SR closure in Pulse system by Service Dealer

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This quiz covers the Infant Care 360 portal, its features, and benefits, including monitoring, cost savings, and training sessions.

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