We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 1 of 14

Table of contents

Sr.No Description Page Number

1 Purpose 2
2 Scope 2
3 Abbreviation 2
4 Roles and Responsibility 2
5 Process flow for Call Management Process 3-4
Process flow for Breakdown calls - Compressor replacement & gas charging approval process for Room AC’s, Refrigeration products
6 5
& Cold rooms
7 Process flow for Breakdown calls - Compressor replacement approval process for Chiller & CAD Products 6
7 Process flow for Compressor Testing with Jig 7
8 Procedure for Call Management Process, Compressor replacement & gas charging, Compressor Testing with Jig 8 - 11
9 Reference Process and document 12
10 Annexure 13
11 Measurement Matrix 14
12 Revision History 14

1.0 Purpose: The purpose of this procedure is to explain the process to be followed in CSG during service call from customer.
CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 2 of 14
2.0 Scope: This procedure is applicable to all complaints logged at CCO for Room AC’s, Refrigeration products, Cold rooms, Water Purifier Products, Chillers & CAD products (Ductable Package AC’s,
Ductable Splits, VRF’s etc.) from customer for service with Call type
i) Breakdown
ii) Regular Service (PMS)
iii) Demo
iv) PDI
v) Stock Defective
vi) Installation

3.0 Abbreviations

CSG Customer Service Group

CCO Customer Care Officer
FSR Field Service Report ( Breakdown service report )
SDE Service Delivery Executive
CP Channel Partner ( Dealer/ESA/SA )
ST Service Ticket
CE Chiller Engineer (SDE)
SC Service Co-ordinator

4.0 Role, Responsibility & Authority

Role Responsibility Authority

1) To receive complaint from customer, determine type of complaint & log service ticket in StarServ.
2) To Pre-close/cancel service tickets as per requests received in StarServ portal after verifying with customer. CCO
3) To do happy calling within 24 hr of call closing of Compressor consumed / gas charging done ST’s and take appropriate action based on VOC
4) To visit site, request materials if required, resolve complaint & update ticket status in StarServ
5) To diagnose Gas leakage/Compressor defect and will show to SDE/Service Co-ordinator (SC)/SDH via On-line Video Chat for approval
6) CP Technician/CE rectify the call with required materials, capture gas leakage/Compressor defect in Video along with product and compressor Channel Partner /
model/serial no and attach this Video in StarServ during closing of Service ticket. Technician/CE also attach/upload compressor Diagnosis format in Chiller Engineer
StarServ portal for compressor replacement calls. CP/CE fill in Compressor failure data collection format (Excel sheet format attached) for each
compressor failure and share the data on a monthly basis to SDE/SDH/SC.
7) To assign the channel partner (Dealer/SA/ESA) for queued calls, if it's not assigned by CCO in StarServ portal
SDE/SDH To assign SP
8) To approve gas leakage / compressor claim Post Video Chat with CP technician
SC Approve/Reject
9) To review breakdown calls daily & initiate appropriate actions for closure of call tickets as per SLA's.
10) To process MR’s as per material requests received in StarServ
MR
11) To call & verify with customer for the Compressor requests received for compliance from respective branch MCO. To reject the compressor requests MCO
Approve/Reject
for non-complied cases and inform to the concerned SDE for actions.

5.0 Process Flow: 5.1. Call Management Process

CCO SDE / SDH Channel Partner (CP) / Chiller Engineer (CE_SDE)

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process 3 Draft SOP Dt: 0 dtd 13.03.2013 3.1
No ST reassigned to Branch / Division
Process owner: AISDH, MCO, IT, SDH/SDE, CCO CP/SDE Page 3 of 14
accepts ST?

Start
Yes
2 3.2 4
1 No
CCO receive complaint from customer , SDE assign the channel partner SDE/CP CRO call back the customer to Reschedule
confirm appointment and update in system Appointment ?
determine type of complaint & log service (Dealer/SA/ESA) for queued calls, if
ticket. ST is auto assigned to concerned it's not assigned by CCO in StarServ
stakeholders as per product registered portal Yes
data (SDE/CP) for all departments.
4.2 4.3
For product not registered cases, ST is No 4.1 Yes
auto assigned to concerned stakeholders OTP is sent to Customer. CP CRO First Time ? CP authorized
based on department masters. receive OTP & enters in the system change
*Refer StarServ Call management
process manual for more details
5.2
5 6
Yes Customer Appointment Technician/CE is assigned based
OTP Verified ?
time updated on the appointment time

No

5.1 7.2 7
No changes done No
Technician/CE is re- Technician/CE
assigned by Dealer accepts?
CRO/Manager/SDH

Yes
7.1
Technician/CE visits site, responds to the
customer request and update the ST status to
‘Work started’ in StarServ Mobile App/web

CCO SDE / SDH Channel Partner (CP) / Chiller Engineer (CE_SDE)

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process A
Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 4 of 14 8.1
8.2 CP/CE request material in StarServ
8
CP/CE selects ticket and *Ref. StarServ MR & RMR process &
No Yes Process flow 5.2. for compressor
submit cancellation request Material
by entering reason in the required? replacement and gas charging
app/web approval process

10
No
CCO Receive cancellation request in 8.3
StarServ Technician/CE completes work at site

- Receive OTP from customer, customer rating

11 and signature, update and submit the report.
CCO call customer – 2 attempts 1. OTP sent on auto populated
in 1 hour. -In case of tickets with no product registration, Customer Mobile no (Registered Mob
no and Uneditable)
9

12.2 System initiates product registration for not 2. Provision for adding a additional
12 mob no(Temporary), on which the
No Notification to SDE along registered products
Customer OTP will be sent, same will be
Confirmation ? with reason for non
recorded for analysis
cancellation
Yes Not reachable
3. ESA Payout to be generated based
12.3
12.1 Update Customer Not
Call Cancellation SMS to be Reachable and then cancel
sent to Customer the call. Send SMS to
customer on call cancellation
13
SDE validate 5# of FSR reports randomly of
each channel partner in a month for
End
compliance. CSQA also verify FSR reports
randomly. Refer Penalty guideline for Fake
reports for actions on Fake/incorrect
closures.

14
SDE reviews call tickets daily and monitor
CP performances for CSI, RT, TAT, Call
closure as per SLA & initiate appropriate
actions if required.

End
5.2. Breakdown Calls - Compressor replacement / Gas Charging Approval Process for Room AC’s, Refrigeration products & Cold rooms

SDE/ SDH /SC/AM/Division Channel Partner / SC / SDH

MCO / CCO 4

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision Start02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
1
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page
CP Technician diagnose Gas leakage/Compressor defect w.r.t. the ST and 5 of 14
will show to SDE/SDH/Service Co- 1

Post Online Video Chat, 2

MCO receive material requests in StarServ
SDE/SDH/ Service Co-ordinator
portal
(SC) approve gas leakage /
5 compressor claim. SDE/SC can
MCO call & verify with customer for the Compressor requests 7

CP request compressor / required 3 4

material in StarServ as per MR process
6.2
*MCO reject the compressor
6
No requests for non-conformed CP Technician/CE rectify the call with required materials, capture gas leakage/Compressor defect
Conformed ? 10
cases and inform to the in Video along with product and compressor model/serial no and attach this mandatory Video 6
concerned SDE/SDH with cc during closing of Service ticket in StarServ. *Refer Annexure 8.0 for video uploading screenshot.
to AM/Regional CSQA for Technician/CE also attach/upload compressor Diagnosis format in StarServ portal for compressor
Yes 8
6.1 actions. replacement calls. CP/CE fill in Compressor failure data collection format (Excel sheet format
11
MCO process MR’s as per StarServ attached) for each compressor failure and share the data on a monthly basis to SDE/SDH/Service
MR/RMR process. Co-ordinator.
9
12
CP Technician/CE collect payment (If applicable) from customer as per rate card and give
payment receipt mentioning break up different components. While call closing
CCO do happy calling within 24 hr of call closing and take CCO/Technician will mention same amount in Starserv.
appropriate action based on VOC

CCO re-open the ST if work is not completed or work done
but problem not resolved / customer not satisfied. Fake
claim (Work not completed) details is shared daily to
SDE/SC/SDH/AM in email.
SDH/AM verify and revert same
day with action plan for work not
completed ST’s. Warning cum
penalty letter is issued from
SDH/AM to Channel partner with
penalty of Rs. 5000 for Fake claim
cases (Work not completed).
*Claims will be processed for CCO
confirmed/validated cases &
rejected claims will be removed
from ESA pay-out
5.3. Breakdown Calls : Compressor replacement Approval Process for Chillers & CAD products - SCROLL-SY 300, SCROLL-SM 185-4RM, SCROLL 3
Ph/50Hz ZR72KC-TFD-52E & SCROLL ZR144KF-TFD-522 Compressors
End
Post call closure by CP/CE, SDE/SC/SDH check closed call in StarServ, verify and approve these claims by
updating below remarks by EOD.
For Gas Leakage call: I have verified Gas leakage via On-line Video chat with Technician from customer
place. Gas leakage was from Flare nut/Pipe Joint/Coil, as diagnosed by Soap bubble method. Attached
Video clearly shows Gas leakage joint diagnosed by Soap Bubble method, along with Machine Model
Number/Serial no. This claim is approved or rejected (Rejection reason can be mentioned as Poor
workmanship/Repeat issue etc.)
For Compressor replaced call: I have verified Defective Compressor parameters via On-line Video chat
with Technician from customer place. Compressor Diagnosis Format is attached, and it clearly shows that
Compressor has poor pumping/High Amp/Noise/Earth etc. (mention which defect is there). Attached Video
clearly shows defective compressor parameters along Model no/Serial of old and New compressor and
Machine Model Number/Serial no. This claim is approved or rejected.
*It’s responsibility of AM to deduct the compressor claim during ESA monthly pay-out for video not attached
ST’s in StarServ portal.
* Refer process flow 5.3 Compressor Testing Process with Jig - Room AC’s & Refrigeration Products

Channel Partner (CP)/ Chiller Engineer (CE) SDE/ SDH / AISDH MCO

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
1
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 6 of 14 1

Start
2
1 Yes Scroll comp. No
CP Technician/CE diagnose Compressor defect as per Scroll
failure - SY 300 /

2.1
7 4
SDE visit customer site & verify as 3
per Scroll compressor diagnosis MCO receive material requests
checklist / 5 points validation (5PV) in StarServ portal
3
CP Technician/CE upload recorded online video call chat /
video, compressor Diagnosis report against StarServ Service 6
ticket.
8
*Refer 6.3 Procedure & Annexure 8.0 for video 8
uploading screenshot
5 MCO process MR as per StarServ MR/RMR process
4 Post Online Video Chat / Site visit for SY300/SM 185 failure, only after verifying SDE & branch SDH/AISDH
CP/CE request compressor / required SDE approve compressor claim/request by providing approval comments in ST for scroll compressor
material in StarServ as per MR process requests - ZR72KC-TFD-52E / ZR144KF-TFD-522 & 9
comments in StarServ ST as mentioned in 6.3 procedure
SDE & AISDH approval comments in ST for scroll
compressor requests - SY300 / SM 185-4RM

6 * MCO reject the compressor requests for non-

Yes No
SY 300 / SM conformed cases from SDE/SDH/AISDH by
185 MR ? mentioning the reason

6.2
6.1 Branch SDH verify & approve
AISDH verify & approve compressor claim/request by
compressor claim/request by providing comments in StarServ ST
providing comments in
StarServ ST *AISDH verify & approve during
branch SDH not reachable/leave etc.
9
CP Technician/CE receive required materials, rectify
the call & close the service ticket through StarServ
Mobile App

5.4. Compressor Testing Process with Jig - Room AC’s & Refrigeration Products (Single Phase compressors only with Electrical Failures)
End
AM /SDE / Channel Partner ( Dealer/SA/ESA ) AM/SSG/Div

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
5
SDE/Service Co-ordinator (SC) will submit the audit report to AM with
Process owner: AISDH, MCO, IT, SDH/SDE, CCO incorrect/fake claim details toPage
issue 7warning
of 14 cum penalty letter
(Rs 10000/- for RAD and Rs 6000/- for RPD) to CP and send details to
commercial team to raise debit note , looping SSG /Div/RM.
Start
* All verified ‘OK’ compressors & defective checked at ESA/Dealer
1 workshop needs to send to RPC as per guidelines and will not be given

Compressor testing Jig is issued to branch Area Manager (AM). AM will allocate it to respective SDE/Service
Co-ordinator (SC) for verification purpose of single phase compressors only with Electrical failures

2
Area Manager will select Top 5 no’s of highest compressor consumption CP(ESA’s/Dealers). Concerned SDE will
visit to these ESA/Dealers/SA as per journey cycle to verify 100% defective compressors of these channel
7
partners by using compressor testing jig, before dispatching to RPC or SDE will visit RPC and check the
If Senior technician of any ESA, hired to support in this activity, WO
defective compressor with compressor testing jig. SDE can take help of any senior technician from any other
to be issued to ESA @ Rs 20/- per compressor based on report
ESA for this activity. *Refer Compressor testing SOP using Jig & back to back vendor wty. Claim process.
shared with SSG/Div/RM.
*SDE & Technician will be trained by SSG for compressor diagnosis.

3
SDE will note down all parameters of all defective compressor as per attached Diagnosis format
& also verify the Compressor format attached by ESA in StarServ at time of Call closure. End

4.1
4 SDE/SC will educate ESA & concerned Technician for correct
Yes fault diagnosis of compressor. SDE/SC will take support of
Defective comp. SSG to re-train ESA/Dealer Technician if required. SDE/SC
is found OK ? will make consolidated report as per attached format and get
this signed by ESA/Dealer owner.

No
4.2
SDE/SC will inform ESA to send all defective compressor to RPC with proper packing along with
properly filled Defective tag. Compressor ports should be sealed properly so that compressor oil
should not come out during transportation from ESA place to RPC. With Defective compressor
relay/OLD/Capacitor need to send to RPC.SDE will ensure this activity is completed during his visit.
* Defective compressor received at RPC will be scrapped as per policy.

6.0 Procedure

6.1 Call Management Process

 CCO receive complaint from customer , determine type of complaint & log service ticket. ST is auto assigned to concerned stakeholders as per product registered data (SDE/CP) for all
departments. For product not registered cases, ST is auto assigned to concerned stakeholders based on department masters. *Refer StarServ Call management process for more details.
 SDE assign the channel partner (Dealer/SA/ESA) for queued calls, if it's not assigned by CCO in StarServ portal
 If CP/SDE accepts ST, SDE/CP CRO call back the customer to confirm appointment and update in system. If CP/SDE not accept ST, ST reassigned to Branch / Division wise SDH/SDE to
CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 8 of 14
re-assign the ST to the actual Channel partner
 If reschedule appointment is not required, customer appointment time is updated and technician is assigned as per customer appointment time from CP.
 If reschedule appointment is first time, CP is authorized to update the change. If reschedule appointment is not first time, OTP is sent to Customer. CP CRO receive OTP & enters in the
system. OTP is verified and customer appointment time is updated in StarServ and technician is assigned as per customer appointment time.
 If ST is accepted by Technician/CE, Technician/CE visits site, responds to the customer request and update the ST status to ‘Work started’ in StarServ Mobile App/web. If ST is not accepted
by technician,
 If material is required to resolve the ST/service call, CP/CE request material in StarServ / arrange material if it’s in dealer scope. *Ref. StarServ MR & RMR process & also refer Process flow
5.2. for compressor replacement and gas charging process
 Technician/CE completes work at site
- Receive OTP from customer, customer rating and signature, update and submit the report.
- In case of tickets with no product registration, also capture machine details (Scan ODU barcode)
 OTP sent on auto populated Customer Mobile no (Registered Mob no and Uneditable). Provision for adding a additional mob no(Temporary), on which the OTP will be sent, same will be
recorded for analysis. ESA Payout to be generated based on TAT Hrs and work done.
 System initiates product registration for not registered products
 SDE validate 5# of FSR reports randomly of each channel partner in a month for compliance. CSQA also verify FSR reports randomly. Refer Penalty guideline for Fake reports for actions on
Fake/incorrect closures.
 SDE reviews call tickets daily and monitor CP performances for CSI, RT, TAT, Call closure as per SLA & initiate appropriate actions if required.
 CP/CE selects ticket and submit cancellation request by entering reason in the app/web if ST needs to be cancelled.
 CCO Receive cancellation request in StarServ and call customer – 2 attempts in 1 hour.
 If customer confirmed for cancellation, CCO cancel the ST. If customer is not reachable, Update Customer Not Reachable and then cancel the call. Send SMS to customer on call
cancellation. If customer not confirmed for cancellation, notification is sent to SDE along with reason for non cancellation to take further actions with CP for closure of ST.

6.2 Breakdown Call - Compressor replacement / Gas Charging Approval Process for Room AC’s, Refrigeration products & Cold rooms

 CP Technician diagnose Gas leakage/Compressor defect w.r.t. the ST and will show to SDE/Service Co-ordinator(SC) via On-line Video Chat & also confirm to SDE/SC/SDH that these
Defects are shown to customer.
* Gas leakage joint (coil,Valve,Pipe) is diagnosed thru Bubble soap method.
* Compressor defect like Compressor high Amp reading, Poor pumping reading, Earthing resistance, High sound readings measured in DB meter and parameters to be mentioned in
Compressor diagnosis Format
 Post Video Chat, SDE/SDH/SC approve gas leakage / compressor claim. SDE/SDH/SC can also verify with customer on-spot (If required).
 CP request compressor / required material in StarServ as per MR process.
 MCO receive material requests in StarServ portal.
 MCO call & verify with customer for the Compressor requests received in 52 & 58 dep’t for confirmation before MR processing.
*Monthly report shall be published from MCO Head once in a month in branch/dep’t wise.
 If conformed, MCO process MR’s as per StarServ MR/RMR process. If not conformed, MCO reject the compressor requests for non-conformed cases and inform to the concerned SDE/SDH
with cc to AM/Regional CSQA for actions.
 CP Technician rectify the call with required materials, capture gas leakage/Compressor defect in Video along with product and compressor model/serial no and attach this Video in StarServ
during closing of Service ticket. *Refer Annexure 8.0 for video uploading screenshot. Technician also attach compressor Diagnosis format in StarServ portal for compressor replacement
calls. CP/CE fill in Compressor failure data collection format (Excel sheet format attached) for each compressor failure and share the data on a weekly basis to SDE/SDH/SC.
 CP Technician collect payment (If applicable) from customer as per rate card and give payment receipt mentioning break up different components. While call closing CCO/Technician will
mention same amount in StarServ.
 Post call closure by CP, SDE/SDH check closed call in StarServ, verify and approve these claims by updating below remarks by EOD.
For Gas Leakage call: I have verified Gas leakage via On-line Video chat with Technician from customer place. Gas leakage was from Flare nut/Pipe Joint/Coil, as diagnosed by Soap bubble
method. Attached Video clearly shows Gas leakage joint diagnosed by Soap Bubble method, along with Machine Model Number/Serial no. This claim is approved or rejected (Rejection reason
can be mentioned as Poor workmanship/Repeat issue etc.)

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 9 of 14
For Compressor replaced call: I have verified Defective Compressor parameters via On-line Video chat with Technician from customer place. Compressor Diagnosis Format is attached, and
it clearly shows that Compressor has poor pumping/High Amp/Noise/Earth etc. (mention which defect is there). Attached Video clearly shows defective compressor parameters along Model
no/Serial of old and New compressor and Machine Model Number/Serial no. This claim is approved or rejected.
* It’s responsibility of AM to deduct the compressor claim during ESA monthly pay-out for video not attached ST’s in StarServ portal.
* Refer process flow 5.3 Compressor Testing Process with Jig - Room AC’s & Refrigeration Products

 CCO do happy calling within 24 hr of call closing and take appropriate action based on VOC
 CCO re-open the ST if work is not completed or work done but problem not resolved / customer not satisfied. Fake claim (Work not completed) details is shared daily to SDE/SDH/AM in
email.
 SDH/AM verify and revert same day with action plan for work not completed ST’s. Warning cum penalty letter is issued from SDH/AM to Channel partner with penalty of Rs. 5000 for Fake
claim cases (Work not completed).
*Claims will be processed for CCO confirmed/validated cases & rejected claims will be removed from ESA pay-out

6.3 Breakdown Call: Compressor replacement Approval Process for Chillers & CAD products - SCROLL-SY 300, SCROLL-SM 185-4RM, SCROLL 3 Ph/50Hz ZR72KC-TFD-52E &
SCROLL ZR144KF-TFD-522 Compressors

 CP Technician/CE diagnose Compressor defect as per Scroll compressor diagnosis checklist / 5 points validation (5PV) and will show to SDE/SDH via On-line Video Chat (What’s up Video
call) along with unit model and serial number for approval.
Online Video Chat approval process for compressor replacement:
i. CP Technician / Chiller Engineer give video call through What’s up to SDE/SDH.
ii. CP Technician / Chiller Engineer record the Online video call chat if option available in mobile phone. (If option not available, post online video call chat to capture Compressor defect
in Video along with product and compressor model/serial no, 5PV check).
iii. CP Technician / Chiller Engineer show the Unit serial number to SDE (Outdoor in case of DSA & VRF & Indoor in case of DPA) which should match with service ticket.
iv. CP Technician / Chiller Engineer show the below mentioned 5 point validation (5PV) check to SDE & it needs to be captured / covered during online video chat.
1. Incoming supply voltages (RY, YB, BR, RN, YN & BN)
2. Continuity between Compressor's terminals and between terminal & ground / body
3. Condition of safety protections like LP, HP, SPPR, CCH. Exp Valve (Thermal bulb location)
4. Suction & Discharge pressure while idle condition & compressor starting time along with current measurement
5. Conditions of Evaporator & Condenser coils
V. CP Technician / Chiller Engineer show the Compressor defect like Compressor high Amp reading, Poor pumping, Earthing resistance, Pressures, High sound readings measured in DB
meter and parameters to be recorded in Compressor diagnosis Format. Also confirm to SDE/SDH that compressor Defects are shown to customer.

 If Scroll compressor failure is SY 300 & SM 185-4RM, SDE visit customer site & verify as per Scroll compressor diagnosis checklist / 5 points validation (5PV) as above mentioned.

 CP Technician/CE upload recorded online video call chat / video, compressor Diagnosis report against StarServ Service ticket.
*Refer Annexure 8.0 for video uploading screenshot
 CP/CE request compressor / required material in StarServ as per MR process.

 Post Online Video Chat / Site visit for SY300/SM 185 failure, SDE approve compressor claim/request by providing below comments in StarServ ST .

For Scroll Compressor request ZR72KC-TFD-52E / ZR144KF-TFD-522:

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 10 of 14
I have verified Defective Compressor parameters via On-line Video chat with Technician from customer place. Compressor Diagnosis Format is attached with all required details and it clearly
shows that Compressor has poor pumping/High Amp/Noise/Earth etc. (mention which defect is there). Attached Video clearly shows defective compressor parameters along with Model number
and Serial number. This claim is approved or rejected.

For Scroll Compressor request SY 300 & SM 185-4RM:

I have verified Defective Compressor parameters via On-line Video chat with Technician from customer place. Compressor Diagnosis Format is attached with all required details and it clearly
shows that Compressor has poor pumping/High Amp/Noise/Earth etc. (mention which defect is there). Attached Video clearly shows defective compressor parameters along with Model number
and Serial number. This claim is approved or rejected.

 For SY300 & SM 185-4RM, AISDH verify & approve compressor claim/request by providing comments in StarServ ST.
 For ZR72KC-TFD-52E / ZR144KF-TFD-522, Branch SDH verify & approve compressor claim/request by providing comments in StarServ ST
*AISDH verify & approve during branch SDH not reachable/leave etc. based on request from SDE.

 MCO receive material requests in StarServ portal.

 MCO process MR as per StarServ MR/RMR process only after verifying SDE & branch SDH/AISDH approval comments in ST for scroll compressor requests - ZR72KC-TFD-52E /
ZR144KF-TFD-522 & SDE & AISDH approval comments in ST for scroll compressor requests - SY300 / SM 185-4RM
* MCO reject the compressor requests for non-conformed cases from SDE/SDH/AISDH by mentioning the reason

 CP Technician/CE receive required materials, rectify the call & close the service ticket through StarServ Mobile App.

Scroll Compressor replacement Approval Matrix:

Scroll Compressor Online Video Chat / SDE Site Visit SDE Approval Branch SDH Approval AISDH Approval MCO Verification for
Scroll compressor for SDE, Branch
diagnosis report verification SDH/AISDH approval
comments in ST
No
ZR72KC-TFD-52E / (*To approve if branch
Yes No Yes Yes Yes
ZR144KF-TFD-522 SDH is in leave/not
reachable)

SY 300 / SM 185-4RM Yes Yes Yes Not Applicable Yes Yes

6.4 Compressor Testing Process with Jig for Room AC’s & Refrigeration Products (Single Phase compressors only with Electrical Failures)

 Comp testing Jig is issued to branch Area Manager (AM). AM will allocate it to respective SDE/Service Co-ordinator (SC) for verification purpose of single phase compressors only with
Electrical failures

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 11 of 14
 Area Manager will select Top 5 no’s of highest compressor consumption ESA’s/Dealers. Concerned SDE/SC will visit to these ESA/Dealers/SA as per journey cycle to verify 100% defective
compressors of these channel partners by using testing jig, before dispatching to RPC.SDE can take help of any senior technician from any other ESA for this activity. *Refer Compressor
testing SOP using Jig & Back to Back Vendor Wty. Claims for more details.
*SDH/SDE, SC & Technician will be trained by SSG for compressor diagnosis.
 SDE/SC will note down all parameters of all defective compressor as per attached Diagnosis format & also verify the Compressor format attached by ESA in StarServ at time of Call closure.
 If defective compressor is found OK, then SDE/SC/SDH will educate ESA & concerned Technician for correct fault diagnosis of compressor. SDE/SC will take support of SSG to re-train
ESA/Dealer Technician if required. SDE/SC will make consolidated report as per attached format and get this signed by ESA/Dealer owner.
 SDE/SDH/SC will inform ESA to send all defective compressor to RPC with proper packing along with properly filled Defective tag. Compressor ports should be sealed properly so that
compressor oil should not come out during transportation from ESA place to RPC. With Defective compressor relay/OLD/Capacitor need to send to RPC.SDE will ensure this activity is
completed during his visit.
 SDE/SC will submit the audit report to AM to issue warning cum penalty letter (Rs 10000/- for RAD and Rs 6000/- for RPD) to ESA and send details to commercial team to raise debit note ,
looping SSG /Div/RM.
* All verified ‘OK’ compressors & defective checked at ESA/Dealer workshop needs to send to RPC as per guidelines and will not be given back to ESA. AM will keep hard & soft copy of
report along with warning letter for records.
* It’s responsibility of AM to deduct the compressor claim during ESA monthly pay-out.
* Defective compressor received at RPC will be scrapped as per policy.
 If Senior technician of any ESA, hired to support in this activity, WO to be issued to ESA @ Rs 20/- per compressor based on report shared with SSG/Div/RM.

7.0 Reference Records/Documents

Sl. No. Document / Record Name Format No. /Doc. Owner Retention Period

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 12 of 14
1 Compressor Diagnosis Format SDE/SDH/AISDH/IT 3 years

Compressor
Check sheet 1.pdf

2 Scroll Compressor Diagnosis Format Scroll Comp SDE/SDH/AISDH/IT 3 Years

Failure Check Sheet.xls

3 Compressor Testing kit SOP - Compressor SDE/SDH/SSG 3 years

Testing Kit.pdf

4 Compress Failure data collection format Compressor SDE/SDH/SSG 3 Years

Failure Data collection format R.XLSX

5 Compressor Testing - SDE_Technician details Compressor SDE/SDH/SSG 3 Years

Testing - SDE_Technician_Details.xlsx

6 StarServ Call management process / manuals IT 3 Years

MCO / Parts Planning
7 MCO processes - MR/RMR 3 Years
Team
SSG/Wty. Claim
8 Back to Back Vendor Wty. Claims 3 Years
Co-ordinator
9 Royalty report - NIC Calls IT / AM / AISDH 3 Years

10 Field Service report Soft copy in StarServ portal IT 3 Years

11 Product registration process / PR report Soft copy in StarServ portal IT 3 Years

CCO Processes - Call logging,Cancellation, C-sat feedback,
12 CCO Incharge 3 Years
Happy Calling.

8.0 Annexure:
i) Compressor Video upload in ST_Attachments

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 13 of 14

ii) SDE/SDH comments update in ST_Comments

9.0 Measurement Matrix

Activity Target Frequency of Responsibility

CSG
 We promise to deliver a Gold standard Customer Service

CSG Standard Operating Procedure (SOP)

Prepared by: Divakar - CSQA SOP No. SOP / CMS / 001
Reviewed by: AISDH, SSG, Singaravelan, CCO, MCO, IT Revision 02 dtd. 30.03.21
Approved By: Arunkumar D, Michael Angre Call Management Process Draft SOP Dt: 0 dtd 13.03.2013
Process owner: AISDH, MCO, IT, SDH/SDE, CCO Page 14 of 14
measure
RT %
CPSD & CSD: 90% in 3 working hrs
UPSD: 90% in 1 hr (24hrs clock), Monthly SDE/SDH/AM/AISDH
customer appointment time based

CPSD & CSD: 90% in 18 working hrs

TAT % UPSD: 90% in 18 hrs (24hrs clock), Monthly SDE/SDH/AM/AISDH
customer appointment time based

10.0. Revision records

Sl.
Revision details Rev.no Date Effective from
No.
1 New SOP release 0 13.03.13
Process flow update on StarServ processes,
2 Compressor replacement & Gas charging process 1 01.03.21 3.03.21
based on CFT recommendation for UPSD
Process flow update on StarServ processes,
3 Compressor replacement & Gas charging process 2 30.03.21 10.04.21
based on CFT recommendation for CPSD

CSG