Infant Care 360 Portal
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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</p> Signup and view all the answers

    What is the purpose of the Infant Care Portal?

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

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

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

    What is the purpose of the Infant Care System?

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

    What is the contact method for service support?

    <p>Email to the HELP DESK</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%</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</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</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</p> Signup and view all the answers

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

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

    What is the purpose of Infant Care program?

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

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

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

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

    <p>Less than 1 hour</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%</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</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</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</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)</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</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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