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__________________________________________________ PS-II End-Semester Report of 25

SCHOOL OF ENGINEERING & TECHNOLOGY

BML MUNJAL UNIVERSITY

Practice School 2

End-Semester Report

Project Title: - To study and observe different process going in

Customer support of Carrier Refrigeration Systems

Faculty Mentor: - DR. Dinesh Kumar

Student: - Amit Garg

Company: - Carrier Refrigeration Systems

Company Mentor: - Rajesh Tomar (National Service and delivery Head)

ID No: - 14B00135 (Mechanical)

Date of Submission: - 07-07-2016

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Acknowledgement

First, I would like to thank Mr Rajesh Nagpal and Miss Rupa Singh, for giving me the opportunity to do an internship within the organisation. For me, it was a unique experience to be in a multi-National Company and to study and observe different processes going in Customer Support Centre. It also helped to choose what is best for my future career. I would like to thank Mr Rajesh Tomar, National Service and delivery head who never acted as a boss but as a Mentor and helped me in my work whenever I was in need of it. Working under him was a great experience for me and I can never forget the things taught by him. I would also like to thank Miss Monika Kharb, who never acted as a Senior but as a friend and helped in my work. I also would like to thank all the people that worked in the office of Carrier Refrigeration Systems (Sales Office) and also in Customer support office of the Carrier controlled with the help of ACME. With their patience and openness, they created an enjoyable working environment. At last, I would like to thank BML MUNJAL University and DR. Dinesh Kumar for starting such a unique learning program under the name Practice School in which we the students enjoy along with learning new things.

Amit Garg

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Executive Summary

Within my study of Mechanical Engineering, I was keen interested in studying various Mechanical components and observing different production processes. But, I was having no idea how to sell these products to the outside world. But, I got this opportunity in Carrier Refrigeration Systems. It was a great opportunity for me to do a one and half month internship in Carrier Refrigeration Systems with the help of my University. The internship was concentrated in Gurgaon, India. At the beginning of the internship, I had set several learning goals regarding the improvement of knowledge regarding how customer support works and how it is used to increase the sales. During my stay, several activities have contributed to achieving a number of goals. I went several number of times to the customer support centre to observe different processes going in customer support centre like call logging process, preventive maintenance reports etc. The objective of these visits was to understand these processes like what is the script that is used for different processes, how the data is managed which is collected from these processes. I learned about dealer management system(DMS). How it handles the data. After understanding different processes in Carrier Refrigeration System, I was assigned to find different loopholes in the processes and propose different ideas and suggestions that can help out to improve these different ongoing processes. I found out no of loopholes some of which were due to less efficiency of working team in the customer centre of the Gurgaon. Some of the loopholes were due to over dependence on each other like dependency on each other for the submission of preventive maintenance reports as shown in the below diagram.

This diagram shows how different people involved in the submission of preventive

maintenance are interdependent on each other.

The main objective of my internship was to propose some of the new ideas for such

loopholes. One of which is creating an online portal for the submission of PM reports that as

a potential of reducing the problem of interdependency on each other for its submission

which is explained in the coming pages.

Branches Dealer Customer care Sales Office Customer

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Table of Content

S.No Contents Page No

Acknowledgement 2

Executive Summary 3

1. Introduction 5

2. Company profile of United Technologies 2.1 Organization United Technologies. 2.2 Daughter company Carrier Refrigeration Systems

6 6 6

3. Introduction to the various processes running in the customer care 3.1 Inbound calls 3.2 Outbound calls 3.3 Call logging 3.4 PM reports Submission 3.5 Dealer Management System

9 9 9

10 10 11

4. Newly Added Process in Customer Support 4.1 SMS Gateway 4.2 Mobility App 4.3 Stop Job Sheet Service

13 13 14 17

5. Observed Loop Holes in the Ongoing Processes 5.1 First Suggestion (PM Reports) 5.2 Second Suggestion (Work Culture of employees in Customer

Support Centre) 5.3 Third Suggestion (Breakdown Complain Logging)

19 19 20

24

6. Conclusion 24

7. References 25

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1. Introduction

This report is a short description of my one and half month internship carried out as a compulsory component of the Mechanical Engineering course at my University. The internship was carried out within the organisation Carrier Refrigeration Systems, Gurgaon 2016. My key interest area was manufacturing and designing the products but at the same time I was not aware of how these products are sold out to the outside world but I got this opportunity in Carrier to learn how this done. At the beginning of the internship I formulated several learning goals, which I wanted to achieve:

to understand the functioning and working conditions of a multi-national organisation;

to see what is like to work in a professional environment;

to see if this kind of work is a possibility for my future career;

to use my gained skills and knowledge;

to see what skills and knowledge I still need to work in a professional environment;

to learn about the organising of a project (planning, preparation, permissions etc.)

to get fieldwork experience/collect data in an environment unknown to me;

to get experience in working in another with persons from another culture;

to enhance my communication skills;

to build a network. This internship report contains my activities that have contributed to achieving a number of my stated goals. In the following chapter, a description of the organisation UTC (United Technologies) and the activities is given. After this, a reflection on my functioning, the unexpected circumstances and the learning goals achieved during the internship are described. Finally, I give a conclusion on the internship experience according to my learning goals.

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2. Company Profile

2.1 The organisation United Technologies: -UTC serves customers in the commercial

aerospace, defence and building industries and ranks among the world’s most respected

and innovative companies.

United Technologies Corporation (UTC) is an American multinational

conglomerate headquartered in Farmington, Connecticut It researches, develops, and

manufactures high-technology products in numerous areas, including aircraft

engines, HVAC, fuel cells, elevators and escalators, fire and security, building systems, and

industrial products, among others. UTC is also a large military contractor, producing missile

and aircraft systems. Gregory Hayes is the current CEO.

History The United Aircraft Corporation was an American aircraft manufacturer formed by

the break-up of United Aircraft and Transport Corporation in 1934. In 1975, the company

became the United Technologies Corporation

2.2 Daughter Company (Carrier Refrigeration Systems): -When Willis Carrier invented the

first system for “manufactured weather” in 1902, he sparked an industry that

revolutionised the way in which we live, work and play. From that defining moment – and

through to the present day – Carrier has been a company built on a legacy of innovation.

For more than a century, of research, expertise and forethought have resulted in market-

leading innovations and “firsts” that have shaped and defined the heating, air conditioning

and refrigeration industry. Through the history of product excellence and committed

customer service, the company has evolved into a global company serving millions of

people and businesses in 172 countries on six continents around the world.

Various products of Carrier Corporation: -

Residential and Lightweight

Window AC

Hi Wall

Ducted

Slim pack

Cassette

Packed AC

https://en.wikipedia.org/wiki/Aerospace_manufacturer

https://en.wikipedia.org/wiki/United_Aircraft_and_Transport_Corporation

https://en.wikipedia.org/wiki/United_Technologies_Corporation

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Building Systems and Services

Air cooled chiller

Water cooled chiller

Air Side products

Controls

VRF Systems

Refrigeration Visi- Coolers

Freezers

Cod Room

Super Market

Transport Oasis

Citimax

Trailer

Direct Drive

WINDOW AC HI-WALL DUCTED

SLIM-PACK CASSETTE PACKED AC

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AIR-COOLED AC COLD ROOMS VISI-COOLERS

DIRECT DRIVE

WATER-COOLED CHILLER

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3. Introduction to various processes carried out in customer support

centre

3.1 Inbound Calls: -An inbound call is one that a customer initiates to a call centre or contact

centre. A help desk handles inbound calls as well, although calls may be made from

employees rather than customers. A call centre may handle either inbound or outbound calls

exclusively or might deal with a combination of the two.

Uses of inbound calls: -

Help Desk Support;

Customer Care Service;

Appointment Scheduling;

Order Taking Services;

3.2 Outbound Calls: -An outbound call is one initiated from a call centre agent to a customer

on behalf of the call centre or a client. Typical outbound calls include telemarketing, sales or

fund-raising calls, as well as calls for contact list updating, surveys or verification services.

Uses of outbound calls: -

Sell product and services;

Generate and qualify leads;

Clean and Update lists;

Schedule Appointments;

Customer Customer

care

Customer Customer

care

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__________________________________________________ PS-II End-Semester Report of

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Announce an Event;

3.3 Call Logging: -Call logging is the collection, evaluation, and reporting of technical and

statistical data about telephone calls.

3.4 Collection of PM Reports: -PM reports are the Preventive Measure’s report that is used

to give information to customers regarding the servicing of their refrigeration systems and to

show them that Carriers care about their customers.

Customer care asks the dealer to submit their PM reports (individual reports for each

refrigeration system).

Customer care submits the collected PM reports to the sales office and sales office collect it

and submit to their customers like HDFC, ICIC etc.

Block Diagram of the collection of PM reports: -

Sample document of preventive maintenance report: -

Branches DealerCustomer

CareSales Office Customers

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3.5 Dealer Management System: -Dealer Management System is a system that is used by

large manufacturing companies like Carrier Refrigeration Systems to tackle with their

inventory, dealers, branches and sometimes customers also.

Dealership management systems are useful for individual automotive dealers. However, the

software is especially useful for companies with more than one dealership in order to

standardise data across locations. For example, if a car dealership owns six or seven

locations it is important that each one uses a standardised system rather than different

systems. Standardising systems allow car dealerships to spend less time training staff on

data management and translating data using expensive software solutions. This software

also allows car dealerships to meet the demands of customers, such as quick and reliable

purchases and services. DMS ultimately helps to increase customer satisfaction by

coordinating goods and services and making sure that dealers are ready and equipped to

provide the parts necessary for repairs.

Screenshots of the dealer management system: -

Logging page

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Page after logging (Welcome page of DMS)

Overall Process of the customer care in one diagram: -

DMS

IVR

MAILS

CALL

SOURCES

CUSTOMER

CARE TEAM

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4. Newly added process to the Carrier Customer Support: -

4.1 SMS GATEWAY: -This application is used to keep technician, branches, dealer and

customer altogether with the help of offline messages generated automatically with

the help of a server.

Some of the uses of SMS Gateway are: -

Customer 1. Call logging by Call Centre/ Dealer 2. Allocation to Dealer & Then Technician with their mobile nos. 3. Pending-Call with reasons i.e. Approval/ Ladder/Power etc. 4. Call Closure

Dealer

1. Registered Call Assignment to him. 2. Pending call with reasons i.e. Approval/ Ladder/Power etc.

Technician

1. Allocation of the call to him as notification through SMS and also on his mobile app.

Branch 1. Registered Call Assignment to branch. 2. Pending call with reasons i.e. Approval/ Ladder/Power etc.

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Screenshots of SMS Gateway: -

4.2 Mobility Application: -This is an android based operating system application used for the

following purposes: -

1. Technician to Getting Notification on Call Logging PM & Breakdown 2. User-Friendly E- FSR Format. 3. Scanned Option of FSR /Photo Upload. 4. Closure time through app estimated between 2 to 3 mins

Technical Specifications of the Application: -

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25

Hardware: - Any decent performing CPU - 2 GB RAM - At least 6” screen size Software: - Android OS

• Shall support current and one generation back version. For example, currently, it is Lollypop and Marshmallow.

•

Step-wise procedure to use Carrier Mobility Application: -

1. Enter user ID and Password.

2. Welcome to DMS.

3. Click Home option then setting option.

4. After Clicking on Notification Settings, you will find the notification of Open calls

assigned to the user.

5. Go to Job Sheet & Click on Search/View or Service Work, where all Open calls will be

shown.

6. Click on Service then below screen will come, then click on left-hand side “+” where

customer details will be shown.

7. Click on Service Outcome for service cancellation & select reasons else proceed to

step 8.

8. Select Service Complete option from Service Outcome & enter the Serial no. of

Machine.

9. After Entering the Serial no. of Machine, select the model no. and enter visit remarks

& click on submit button.

10. Click on Enter FSR Report (which is E-FSR Report).

11. Fill the E-FSR Report Manually with Correct Parameters.

12. Enter the Work Performed and Customer Verification & Remarks by Customer.

13. Click on Customer Signature & Ask Customer to Sign, then click on save button.

14. After Saving Customer Remarks, Green colour background indicates that customer

signature is uploaded successfully in the E-FSR.

15. Then click on Save Button to upload the E-FSR Report.

16. Now E-FSR Report has been updated successfully.

17. Click on FSR Report, using below options we can upload FSR/Photos from Phone

Gallery.

18. Select the Service Outcome, choose below options.

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19. After selecting Service Complete option then Enter the Outcome Remarks & Click on

Submit Button.

20. Once Submit Button is clicked, Call will get automatically closed in DMS.

Some Screenshots of Carrier Mobility Application: -

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25

4.3 Stop Job Sheet Service: - The job sheet service is issued when there are issues

from the customer end.

Job sheet Service is enabled when there are following types of issues from the

customer end: -

Ladder

Access

Electrical

Quote Approval

Appointment

Stepwise procedure to enable job sheet view: -

1. After login, go to Service Option & then select Service Status 2. Select Service Outcome as “Open” & Click on Search option.

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3. For Customer End Reason, we need to stop the Job sheet to maintain the TAT. For that case: Click on “Stop Job Sheet Service”

4. After clicking on “Stop Job Sheet Service” then select the STOP Reason. i.e., Ladder, Access, Electrical, Quote Approval or Appointment Select the STOP Date & STOP Time & click on “Save” Button.

5. Click on “Resume Job Sheet Service” to start the TAT 6. Can also See the Activity Status which was “Stopped” & can view the Details as below.

7. Select the “Resume Date” & “Resume Time” & Click on “Save” Button to resume the Stop Job Sheet.

8. Once Resume Job Sheet Service Status is “Saved”. We can see the Activity Status Details when we Stopped & Resumed the Services

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25

5. Observed loop Holes in the process going in the customer support

centre of Carrier Refrigeration Systems: -

5.1 1st Observed Problem (Submission of Preventive Maintenance Reports): -

(PROBLEM STATEMENT)

In the present process, Dealer has to depend on upon Braches for the submission of PM reports and

customer care has to depend on upon dealer and in a similar way sales office has to depend on upon

customer care for the same. Therefore, there is a lot of dependency in this process.

Large dependency for the submission of Preventive Maintenance Reports on

each other makes the process inefficient and tedious to complete.

Solution to this Problem Observed.

The above-written Problem can only be solved if we choose a new method of submission of

Preventive Maintenance reports which reduces the dependency on each other.

Proposed Idea: - Creating an online portal for the submission of PM reports rather than

using Mail system.

Branches Dealer Customer care Sales Office Customer

Branches

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25

Advantages of the Proposed system: -

No need to arrange the data like arranging it in different packets according to their

location code, the system will have different folders for a different location and it can

arrange the data according to our need.

System will automatically generate location code as branches will be allowed to

submit their PM reports in their respective folders

The system will automatically generate reminder messages for dealers and branches

if their target is not complete (only if when customer care updates the portal about

each dealer’s quarterly sales).

It will create a backup system for the Carrier Refrigeration System for the PM reports

which is much safer backup system than the current system.

Work on its initial costing and running cost is yet to be done but it will surely make

the work less tedious and effective and it will reduce the man hours on PM reports.

No special Training Required for the employees.

5.2 2nd Observed Problem (Customer Support Centre): -

The second problem that I observed in the system was in the customer support office of

Carrier. The efficiency of the working staff was very less as shown by the statistical data.The

Co

mm

on

On

line

po

rto

l to

su

bm

it P

M r

epo

rts.

Sales Office

Cusromer care

dealer

Branches

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25

reduction in efficiency of Customer Support Centre Runed with the help of ACME may be

due to various factors .

Description of the problem: - The another problem that, I observed is less efficiency of the

working staff working in the Carrier customer support centre,Gurgaon.

There are many reasons for their less efficiency.Some of the reasons are written below: -

Note: - The following reasons are based on my observations and some are based on the

conversation that took place between me and the working staff.

1. No proper training is given to the workforce (fact).

The information about the proper training, I got from the employee working in the

customer centre. The employee told me that there is no proper tools and procedure

to train the new employees in the customer care.Most of the training procedure is

running on the basis of experience.

2. No proper dress code for the workforce.

This becomes the major reason for the reduce seriousness of the working force

towards their work. Having less seriousness towards any of the work will

automatically decrease the efficiency of one.

3. Less space available for the working and to moves here and there.

During my daily visits to Carrier customer support centre, I observed that the

space available for the working staff is not up to the mark.

Space available to move here and there is very less due to which there is a lot

of disturbance in the working space. According to my observation, I observed

that after every 10 minutes someone leaves his space due to any of the

reason and this becomes the reason for the disturbance.

I also observed that the there is no blockage of cardboard or any other

material between the two desktops. This becomes the reason that private the

conversation between the working staff and reduces the efficiency to a large

extent.

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Some of the suggestions that may help to improve the effectiveness of the

working staff: -

1. A compulsory training session for the new employees and also to create new tools

that will help to train the new employees and will also help them to increase their

effectiveness.

2. Compulsory dress code for the working staff to increase the seriousness towards

their work.

3. A small change in the Customer care centre as shown in the following images: -

Present Design

Proposed Design

That is creating a blockage between two consecutive desktops

3rd Suggestion

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25

This suggestion lies on a simple question that is …. Why to use customer care for the call

logging?

Suggestions: -

1. We can enable the customer to log his complaint automatically in the DMS like

system.

2. Creating on online portal in which customer can log his complaint.

3. This online portal will be attached to the Carrier refrigeration website.

4. To ensure that there is only one complaint against one refrigeration system, there

should be unique id of the complaint which is generated on the basis of the

refrigeration system for which the complaint is logged.

5. After this complaint log, customer care will allocate dealer and the rest of the process

would remain same.

6. In the starting days, this new process will run side by side along with the ongoing old

process in which customer care uses DMS to log a complaint. As the time passes this

new process has a potential to overcome the old ongoing process.

Advantages of the new process: -

1. It will keep the customer in the loop i.e. he will be able to see the progress report of

his complaint like the dealer allotment, technician allotment etc. Keeping the

customer in the loop creates a transparency and a confidence in the customer

towards the company which will surely help to increase the sales of Carrier

Refrigeration Systems.

2. This will reduce the working load on the customer care as now they don’t have to

attend the incoming calls and they don’t have to look over their mail inboxes to find

the complaint requests of the customer.

3. This system can also be made customer dedicated system. Like a separate tab can be

created for big customers like H__C bank so that it will become easier for the

customer to log a complaint as well as for the carrier to handle it.

4. It will merge two call sources into one which are emails and IVR (inbound calls)

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6. Conclusion

On the whole, this internship was a useful experience. I have gained new knowledge, skills

and met many new people. I achieved several of my learning goals, however for some the

conditions did not permit.

I got insight into professional practice. I learned how a Multi-National Company Works.

Furthermore, I experienced that it is of important to have a good knowledge of your

subject but it is more important how to deliver it and how to make it in practice.

The internship was also good to find out what my strengths and weaknesses are. This

helped me to define what skills and knowledge I have to improve in the coming time. It

would be better that the knowledge level of the language is sufficient to contribute fully to

projects. After doing one and half month internship I have gained confidence in me by

improving my conversational skills. Dealing with customers taught me the value of

customer satisfaction which not only depends upon your customer but also depends upon

the services given by one.

At last this internship has given me new insights and motivation to do many of the tasks

that I have never thought of.

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7. References

1. Training documents generated for dealer and branches.

2. http://carriercarenet.com

3. www.utc.com

4. www.carrier.com

*************

http://carriercarenet.com/

http://www.utc.com/

http://www.carrier.com/

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