Introduction

The service support being provided by us thru' TRC at Headquarters as well as by our service engineers in the field. With the growing revenue and increasing spread of our activities, revamping. Consequently, major KRAs like number of service engineers, training of 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. need to be now deliberated upon in details.

Goal

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.

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).