INDUSTRIAL TRAINING PROJECT

A Study On

CUSTOMER DELIGHT
In Partial fulfillment of
The requirements for the degree of
B.Tech. in Mechanical Engineering

Submitted to

Mr. Aurgho Ghosh

Submitted by

Rahul Agrawal

MITRC

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 CERTIFICATE

This is to certify that Mr. Rahul Agrawal has completed his summer internship at
Daikin Air-conditioning India Pvt. Ltd, Jaipur and has submitted this Project report
entitled “Customer Delight” towards partial fulfillment of the B.Tech (ME).

The report was carried out under my supervision and I approve this project for
submission for training course at Daikin India Pvt. Ltd, Jaipur.

Date:

Place:

Mr. Kamal Makkar

Branch Manager

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 DECLARATION

I, Rahul Agrawal hereby declares that this project report Entitled “Customer
Delight” prepared by me for partial fulfillment of the requirements for certification
of internship, under the guidance of Mr. Sandeep Malhotra (Manager, Customer
Service) is bonafied Report of the work done by me.

Rahul Agrawal

Mechanical Engineering

Modern Institute of Technology & Research Centre (Alwar)

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 ACKNOWLEDGEMENT
I am pleased to share that Daikin Air conditioning India Pvt. Ltd. provides me
Wonderful opportunity for my internship programme.

Special mention goes to my mentor Mr. Sandeep Malhotra for their valuable
guidance in every field during my internship.

I also wish my deepest gratitude to Mr. APS Gandhi, GM, Training &
Development (DAIPL), Mr. S.C Popli for their motivation & to all the mentors &
teachers, Mr. Sachin Arora, Mr. Hitesh Sharma.

I also want to extend my thanks to Mr. Aurgho ghosh, Mr. Aromal kunnath, Mr.
Tushar katyal, Mr. Pradeep Singh for their Cooperation & support to help me to
do my best.

I also want to express my deepest gratitude to the whole sales & service department,
DAIPL Jaipur, especially to Mr. Prateek, Mr. Kuldeep, Mr. Lalit, Mr. kamal,
Mr. Shubham, Mr. Agrasen Without whom, It would be impossible to learn to
this extent.

Lastly I want to thank my college Modern Institute of Technology & Research

Centre, Alwar.

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 PREFACE

One gets theoretical knowledge from lectures during his graduation & practical
knowledge from industrial training, but when these both integrates makes a man
fully equipped to secure his best.

This project helps me to interact with peoples who helped me a lot in learning
various aspects regarding industrial functionality, mean while it helped to enhance
my personality.

Even I got to know about various air conditioning products.

Main objective of summer training:

• To develop soft skills by interacting with great personalities.

• To learn technical aspects about the products.

• To help our self in enhancing our personality.

• To learn working in groups.

• To correlate the theories taught in class.

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 TABLE OF CONTENTS

• CERTIFICATE………………………………………………………..2
• DECLARATION………………………………………………………3
• ACKNOWLEDGEMENT……………………………………………..4
• PREFACE……………………………………………………………...5
• COMPANY PROFILE…………………………………………………7
About………………………………………………………………
Mission & Vision…………………………………………………
Daikin India Journey……………………………………………………8
• OBJECTIVE…………………………………………………………….9
• SCOPE OF PROJECT…………………………………………………10
• VOICE OF CUSTOMER………………………………………………11
Importance of voice of customer……………………………………….12
• MINIMUM STOCK LEVEL…………………………………………..13
• SERVICE TOOLS……………………………………………………..14
Essential components of field engineer tool bag……………………….16
• RECOMMENDED LAYOUT FOR ASD SERVICE STATION………18
• C4C……………………………………………………………………..19
• ROAD MAP OF DAIKIN AFTER SALES…………………………….20
• CHALLENGES IN SERVICE………………………………………….24
• VISIT TO ASP’s………………………………………………………..25
• KEY FINDINGS………………………………………………………..26
• CONCLUSIONS………………………………………………………..27
• ANALYSIS……………………………………………………………..28
• INITIATIVES TO BE TAKEN………………………………………...29
• BIBLIOGRAPHY………………………………………………………30

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 COMPAMY PROFILE

About

Daikin Air conditioning India Pvt. Ltd. ( DAIPL) is a 100% subsidiary of Daikin
Industries Ltd., Japan, a global leader in the manufacturing of commercial-use and
residential air conditioning systems. Backed by the superior technology, the
organization offers a wide range of energy efficient air conditioning solutions to the
Indian customers.

Mission & vision

Vision

• To be India’s most preferred Air Conditioning Company

Mission

• To contribute to the society by providing the most advanced air-conditioning

solutions
• To ensure continuous customer satisfaction
• To establish Daikin Brand as a brand of trust and confidence, which our
customers and dealers believe in

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 DAIKIN INDIA JOURNEY

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 OBJECTIVE OF PROJECT

Main purpose of this project is to study the customer behavior specially irritated
customers & to understand Daikin’

Main objectives are:

• To experience customer voice.

• To understand Daikin’s road map to resolve the complaints.

• To understand the working of ASP’s & SSD.

• To understand C4C portal.

• Practice complaint & handling skills.

• Tips to practice & demonstrate a good customer service.

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 SCOPE OF PROJECT

• It would give an insight of the road map followed by Daikin to resolve the
problems regarding service.

• It would help Daikin to overcome the issues regarding service to some extent.

• It would give an idea regarding the quality of service provided by our ASP’s
& SSD’s.

• It would highlight the areas we need to focus more in order to meet service
excellence policy.

• It would give an idea about the short comings of our ASP’s & SSD’s.

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 VOICE OF CUSTOMER

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 IMPORTANCE OF VOICE OF CUSTOMER’S

• It is a term used in business to describe the in depth process of capturing

customer’s expectations & preferences.

• It is taken in to consideration in order to understands customer’s wants &

needs.

• It also helps an organization to have the key inputs for new products
development.

• It also helps an organization to get the feedback regarding the services

provided to the customer’s.

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 MINIMUM STOCK LEVEL

It is the minimum inventory that an organization should maintain in order to fulfill

the demands for parts.

• Its depends upon the sales of any particular component, going b y statistics it
should be about 25 % of total sales.

• Sometimes it is also decided considering the part that goes on repeated failure
in a season.

IMPORTANCE OF MSL

• It helps an organization to fulfill its demands of parts.

• It reduces the part pendency.

• It reduces the downtime in order to provide excellent services after sales.

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 SERVICE TOOLS
Tools are the basic requirements when we talk about service, every service have
certain necessities that can be meet by particular tools.

EQUIPMENTS & TOOLS FOR SEVICE STATION

Sl. No. Description Quantity

1 R-22/R-32/R-410 Gas cylinder 3
2 Electronic charging scale 1 set
3 Vacuum pump 1
4 Brazing set 1 set
5 N2 cylinder 1
6 Soldering iron , flux & lead 1
7 Flaring tool kit, reamer, tube cutter 1 set
8 Gauge manifold 1
9 Cutting pliers 1
10 Pipe benders 1
11 Multi meter 1
12 Tong tester/ clamp meter 1
13 Digital thermometer 1
14 Adjustable spanners 1
15 Allen key set 1
16 Screw drivers (+)&(-) 1 set
17 Double end spanners set 1 set
18 Jet pump for wet service 1
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 19 Blowers for service purpose 1
20 Hooper’s 1
21 Electric drill machine 1
22 Electronic leak detector 1
23 Ladder 1

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 ESSENTIAL COMPONENTS OF EACH
FIELDENGINEERS TOOL BAG

Sl. No. Description Quantity

1 Tool bag / brief case 3
2 Cutting plier-10`` insulated 1 set
3 Level gauge 1
4 Adjustable wrench 1 set
5 Plastic wire brush 1
6 Crimping tool 1
7 Flaring tool kit, reamer, tube 1 set
cutter
8 Gauge manifold 1
9 Cutting pliers 1
10 Pipe benders 1
11 Multi meter 1
12 Tong tester/ clamp meter 1
13 Digital thermometer 1
14 Adjustable spanners 1
15 Allen key set 1
16 Screw drivers (+)&(-) 1 set
17 Double end spanners set 1 set
18 PVC insulation tape 1
19 Measuring tape-3 meter 1
20 Cotton cloth 1
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 21 Small bottle of compressor oil 1
22 Small light torch 1
23 Knife or cutter 1

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RECOMMENDED LAYOUT FOR ASP/DSP STATION

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 CLOUD 4 CUSTOMERS (C4C)

Cloud 4 customers is a working software designed exclusively for Dakin to

manage its service facility & to maintain records of all the products.

• It is also helpful for the ASP & SSD’s to look after the complaints
assigned to them.

• It also helps the company to have the quick review regarding the status
of the complaints.

• It also helps Dakin to maintain their records about a particular customer

within a few seconds.

• Central place to store the accounts & contact data in C4C instead of
keeping them in distributed manner like Outlook, Excel, Mobile devices
etc.

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 ROAD MAP OF DAIKIN AFTER SALES TO MEET HIS
SRVICE EXCELLENCE

CUSTOMER

CALL CENTER

ASP & SSD

CUSTOMER VISIT

HAPPY CALLING

These are four major steps performed by Dakin from registration

of complaint to closing that call, but it’s not as simple it looks ,
Daikin perform lot of actions to meet his service excellence
promise……..

Detailed view to Dakin’s road map

Customer (having issues)

Calls centre (18001029300)

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Call centre executive would ask the customer to give some details

EXISTING CUSTOMER NEW CUSTOMER

Product details caller details

Fault reported name
Address
Mobile no
Product details
fault reported

Creation of customer Id

Assigning of ticket no to customer

Pin code mapping

Complaint assigned to ASP & SSD depending upon

Locality
Product specialization
Purchase history

Authorized service providers Sales & service dealers

Deals in providing service only deals in sales too

After assigning to these

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 Daily monitoring by data entry operator

Allotment of field engineer

Appointment from customer

Task assignment to field engineer

Field engineer should
• Wear uniform
• Identity card
• Fully equipped with tool kit
• Customer satisfaction report

Field engineer after reaching customer sight

• Meet & greed
• Listens to customers carefully

Field engineer performs required actions depending upon faults

Try his best for first time fix

But if not in case of need to replace any part

Warranty claim forms if out of warranty

(if product is in warranty) (Part replaced on chargeable basis)

After completion or replacement of part

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 Customer satisfaction report preparation
Signature of customer
Task performed

Call closed by ASP

Happy calling

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 CHALLENGES IN SERVICE

Every sector in an organization has some issues even service sector have certain
issues:

• Maintaining standards regarding service policies of company.

• part pendency

• Looking after the complaints very same day it is registered.

• Issues regarding ASP’s & SSD.

• Demonstrating empathy

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 VISIT TO ASP’s

Sl no. Observations Viha Avi aircorn Govindam

services sales &
service
1 Man power Less proper Proper

2 Calls management Improper proper Proper

3 First time fix 65% 75% 80%

4 Field engineers 8 4 6

5 MSL management Proper proper Proper

6 Service providers Carriers Dakin Dakin

,LG,daikin

7 Escalated calls More No Few

8 Response time 1 day 1 day 1 day

9 Down time 4-5 days 2-3 days 2-3 days

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 KEY FINDINGS

Positives

• Whole service department is serving their best.

• ASM are helping the ASP’s & SSD’s in every case.
• Planned work for the day.
• Proper management of calls.
• Proper training to ASP’s & SSD’s.
• Providing technical support to ASP’s & SSD’s.
• Regular visit to ASP’s & SSD’s.

Areas to be focused more:

• C4C training to ASP’s & SSD’s.
• Lot of escalated calls due to part pendency.
• Response time
• Down time
• Man power of ASP’s & SSD’s.
• Issues related to c4c portal like commissioning issues, spare part issues, call
closing issues.
• Daily monitoring by ASP’s & SSD’s.

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 CONCLUSIONS

Even though Daikin have strong & planned road map on the papers to look after
service but when it comes to talk about applying that on the field it have various
issues:

During my training session in service department for more than 2 weeks (including
C4C training) some of my observations at the end of day were:

• Minor portion of the calls registered (about 50-60%) calls were monitored on
the same day by our ASP’s.

• Only fractions of the calls registered, you can say (10-15%) were closed on
the same day by our ASP’s & SSD.

• PCB failure is one of the major issues.

• Compressor failure is another common issue of customers.

• Issues regarding proper installation like (proper vacuuming) by our ASP’s &
SSD.

• RMS facility is not given to customers on regular basis.

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 ANALYSIS

After having a long discussion with my mentor and other seniors I analyzed my
report & find the root cause behind our short comings:

C4C training: As C4C was launched in the month of February just before the start
of season & some of our ASP joined us in March so they were not able to attend
training sessions provided by Daikin , that was the major cause why most of our
ASP’s are facing issues regarding C4C.

Response time & Down time: daily monitoring is not performed by data entry
operators of most of our ASP’s & SSD, which increases our response time.

If we talk about high down time there are certain reasons for that:

• Part pendency

• Repeated failure of parts

• Lack of men power

• Issues regarding C4C

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 INITIATIVES TO BE TAKEN

After I worked in service during my training and learning from my trainees we

should have some initiatives to reduce our response time, as well as the difference
between response & down time in order to achieve our service policies:

• We should ask our ASP’s & SSD to share the call report status on daily basis
strictly.

• We should train our ASP’s & SSD about C4C.

• We should give proper training to field engineers of ASP’s & SSD.

• We can ask our ASP’s & SSD to maintain MSL, in order to avoid part
pendency.

• We should ask our ASP’s & SSD for daily monitoring of calls strictly.

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 BIBILIOGRAPHY

• www.daikinindia.com
• Service providers handbook

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