Technical Service Bulletin

Title:
TSB 2020528_ Guidelines for WP Engineers &
Operations team during customer service of KENT WP.
Product/Model: Water Purifier / KENT Released Date: 03rd Jun 2020
Prepared by: Mr. Shrikrishna Rewanwar Bulletin No: RESQ/TS/HA/2020 -021
Verified by: Mr. Shyam Salunke Version No: 1.0

Background:
As we gear up to open our services in the green zone/cities from 20th April onwards or
present Green Zone areas, & further post 3rd May’2020. We need to ensure readiness and
follow best practices that will be taken care of during this pandemic time during engineer
visit to customer place.

Guideline:
1. We are expecting installation & services visits to start from 20th April in the Green
Zones and other region post 3rd May’2020. Immediately once lockdown reopens we do
expect rise in follow up from customers for immediate visit. We need to set priorities of
calls on FIFO and urgency based. Senior citizen / House with small children’s / Patients are
to be given first priority or the places wherever we can provide fastest possible services to
our valuable customers.

2. We expect capacity shortfall in installation & services once we re-open hence ensure
maximum productivity with available engineers.

3. Above all ensure to maintain safety and hygiene during customer visits & confirm the
following safety practices:
- Ensure sanitizing BP’s premises every day.
- BP’s to ensure dedicated handwash stations before entry inside BP premises.
- Ensure temperature testing of every engineer in morning & evening every day.
- SOP for Reporting illness to BP owner & further to ASM
– Any engineer feeling sick need to report to BP owner with details of illness. If illness is
related to fever, throat infection, cough & cold, engineer shouldn’t be allowed to resume
duty and allocate calls under any circumstances.
- Sanitizing tools – All Engineers to ensure sanitizing of tools before & after every call
attended.
- Sanitizing “Product” to be serviced – Engineer to sanitize the machine before and after
service.
- SOP of Customer Communication related to Covid-2019 – All engineer to call customer
before visit and inform him that he is going to visit customer place to attend water
purifier complaint and he will ensure all possible safety & hygiene during visit.

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 - Engineers to maintain social distancing with all individuals during customer visit and
avoid touching things in customer place like door handle, bell switch etc
- All Engineers will be equipped with Personal protective equipment like gloves, goggles,
masks and - shoe cover before entering customer premises.
Engineers to be trained on maintaining safety standards over all like sneezing, coughing
on folded elbow & avoid touching anything within customer place other than machine
and related components.

It is responsibility to all ASM’s to ensure implementation and maintaining above

guidelines. All SO/ASM/RM to ensure personal training (if possible) or through video call
to all BP engineers and ensure compliance.

NOTE : This circular is by KENT team to field operations.

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