KOOL ACS

YUGHANDARA RAMESH M DINESH CHAND VINAY HAMASAGAR ROHIN GEORGE THOMAS

You Head the Service Division of an Air conditioner Manufacturing and Marketing company. Currently you service directly with a team of 150 Service Engineers. However, complaints of delayed service have risen from 18-25%.Identify the reasons and present your improvement plan to your team.

ABOUT THE COMPANY

Indian based company. Manufactures and markets air conditioners. Low cost ACs- Revolutionized the market. Specialized in centralized ACs- IT companies, hotels etc.

 Also manufactures split ACs and window ACs. Factories in New Delhi and Kolkata. Had success with W series and M series of ACs in the previous year Launched K series in January,2012

OUR CORE VALUES

GOOD PRODUCTS BETTER SERVICE CUSTOMER CENTRIC

AFFORDABLE PRICES

SERVICE DIVISION
South Indian division

Service engineers-150
Service centers in major cities

OUR TEAM

AC MARKET - OVER THE YEARS

COST
Split ACs : Rs.20,000-25,000 Window ACs : Rs.12,000-15,000 Central ACs : Rs.1,00,000-1,20,000

MARKET SHARE

GL --22 % TALTAS --20% SUNGSAM --16% KOOL --12% OTHERS--30%

HOW WE PROVIDE SERVICE?

Call the customer care; complaint is lodged. Information is transferred to a local service center.

Technicians are sent.

Service is provided.

COMMON PROBLEMS IN SPLIT ACS

Leakage of refrigerant Odour

Dirt in filters and air vents

COMMON PROBLEMS IN WINDOW ACS

On and Off cycles of AC is too frequent

Water drips from front panel

Odour Fault in fan motor

COMMON PROBLEMS IN CENTRALIZED ACS

Noisy air ducts Frost in evaporating coil

Leakage in refrigerant

DELAY IN SERVICE
Lack of inventory Man power shortage Increase in demand from Tier-3 and Tier-4 cities Time lag between call center and service engineers Inefficient logistics.

PERCENTAGE OF DELAY IN SERVICE

30 25 20

15
10 5 0 April May June July

WHY DELAY IN SERVICE INCREASED FROM 18 TO 25%?

Technicians lack proper knowledge Technical glitch in recently released K series models

IMPROVEMENT PLAN
Increasing service centers in tier 2 cities

Tier 1 Tier 2 Tier 3

LAUNCH SERVICE CENTERS IN TIER 3 CITIES.

Tier 1 Tier 2 Tier 3

Hiring more technicians.

Training programs for technicians about the new technology.

ISHRAE(Indian Society of Heating, Refrigerating and Air Conditioning Engineers)

 Introducing online portals for lodging the complaints making it easy for customers. Three steps for lodging complaint: Step 1:Open our website Step 2:Go to complaint section and enter the serial number of the AC and enter your complaint. Step 3:Click submit.

THANK YOU