32 Questions
What is the responsibility of the INFANT CARE Team when a critical product issue arises?
To diagnose and resolve the issue in coordination with the Field team
What is the purpose of the Daily Discussion on reported Incidents?
To discuss and resolve the incidents
What happens to incidents that are not resolved immediately?
They are kept under observation for 60 days
Who creates the PDF discussion on Critical Issues?
The RRT Manager
What is the purpose of the Infant Care Portal?
To fetch incidents from the system
What is the role of the CFT in the INFANT CARE Process?
To provide a permanent solution to the Field team
What is the purpose of the SR Registration in Pulse system?
To register incidents
What is the responsibility of the Field team in the INFANT CARE Process?
To coordinate with the INFANT CARE Team to resolve incidents
What is the purpose of the Infant Care System?
To resolve incidents
What is the contact method for service support?
Email to the HELP DESK
What percentage of issues from escalated cases were successfully closed through the Infant Care 360 portal?
62%
What is the primary goal of Infant Care?
To monitor the performance of new products during the initial phase of operation
What is the outcome of extending remote support and visits at the site for 10 escalated cases?
Cost of engine replacement saved
What is the purpose of the 'Five Minutes Technical Talk' documents released to the field team?
To offer inputs on technical know-how
What is the benefit of Infant Care in the long run?
Improved product quality and efficiency
What is the focus of the RRC team's proactive strategies?
Addressing probable failures through monitoring of KRM assets
What is the primary focus of the 4th edition of TECKonnect?
Rapid Response Centers and Infant Care
What is the role of Rapid Response Centers in KOEL products?
To diagnose and fix critical problems quickly
What is the purpose of Infant Care program?
To analyze customer feedback and data
What is the tool used in Infant Care program to capture and analyze customer feedback and data?
Infant Care 360 portal
What is the outcome of the Infant Care program?
Proactive identification of scope for improvement in product and processes
What is the role of IoT (KRM) device in Infant Care program?
To capture data for analysis
What is the purpose of the TECKonnect newsletter?
To provide insights into KOEL's technology and customer happiness
What is the main theme of the previous edition of TECKonnect?
Key Performance Indicators (KPIs)
What is the primary goal of the Kirloskar Rapid Response Center?
To enhance the overall experience of customers
What is the response time target for the Kirloskar Rapid Response Center?
Less than 1 hour
What is the target for first-time right resolutions in the Kirloskar Rapid Response Center?
Above 95%
What is the purpose of the troubleshooting tree in the Kirloskar Rapid Response Center?
To enable frontline teams to troubleshoot issues
What is the outcome of the RRC process when a solution is not available?
The issue is escalated to the HO RRT
How many cases have been proactively monitored and resolved since the inception of the RRC?
Over 1,000 cases
What technology does the Kirloskar Rapid Response Center use for real-time insights?
IoT (KRM-Kirloskar Remote Monitoring)
What is the primary role of the Service Dealer in the RRC process?
To resolve customer issues on the first visit
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
This quiz covers the Infant Care 360 portal, its features, and benefits, including monitoring, cost savings, and training sessions.
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