This group is comprised of 12 engineers headed by Tushar Avhad. Carry in products such as Deskjets, Laserjets, PC's, Omnibooks, and Storage devices, palmtops & scanners are handled here.

These products can be under warranty, contract, support pack or trade.

Warranty calls are resolved and delivered in 2 days or less. Contract calls are resolved and delivered in 1days or less.
Trade calls are resolved in 2 days of customers' approval of the quote.

To achieve higher levels of customers' satisfaction, warranty calls are immediately screened and resolved on the spot if it does not require a part replacement. Contract customers are attended on-site for speedy resolution.

Escalations are handled by the group co-coordinator directly, so that the customer does not have to interact with multiple engineers.

This activity is carried on at present in Mumbai, Pune and Baroda, Have proposed to start in Ahmedabad, & Nasik.

SRFR (Supply - Chain Repair & Fulfillment Re-engineering): -
This process was started in Jan., 2002 for lower end deskjets (series 6xx, 8xx, 9xx), scanners (SJ22xx, 34xx,44xx55xx,77xx) & office jets (PSC500/750). It involves screening the product and a unit level replacement for a hardware failure.

If the problem is not clear, or if there is no problem with the product we in teract with the customer & guide him towards effective usage of the product.

Special effort is put in asking for the customers' feedback on the service as perceived by him. This has resulted in good valuable inputs as well as appreciation letters for our engineers.

This activity is carried on at present in Mumbai, Pune, Nasik and Baroda. Have proposed to start in Ahmedabad.

On - Site: -

This group is comprised of 23 engineers headed by Manoj Shetty.

On -site products such as Deskjets, Laserjets, Color laserjets, Designjets, PC's Omnibooks, Servers, Storage devices, Digital senders, Officejets & Scanners are handled here.

These products can be under warranty, contract, support pack or trade.

Onsite warrant & contract calls are resolved in 1 NBD or less.
Trade calls are resolved in 1 day of credit approval from customers.

Other activities include installations, configuration of peripherals & computing products and giving demos for corporate customers.

To achieve higher levels of cutomers' satisfaction, we get a feedback form filled by the customer on every visit of the CE, which is later monitored. This has resulted in good valuable inputs as well as appreciation letters for our engineers.

Escalations are handled by the group co-ordinator directly, so that the customer does not have to interact with multiple engineers.

Different customers have different SLA's such as 24/7, 4hrs response, 4/6hrs CTR. Accordingly we have to structure our support to meet these requirements. This category of customers include ICICI, Citibank, Birla AT & T, ITC, etc.

This activity is carried on at present in Mumbai, Pune and Baroda. Have proposed to start in Ahmedabad, & Nasik.

For certain customers we offer multi-vendor FM & software (SCO Unix) support such as Bank Of Baroda, in Mumbai, Baroda & ahmedabad.

ARC (Authorized replacement center): -

This is a facility provided by HP to the customers for prompt resolution of cartridges with manufacturing issues. This activity is manned by 3 people.

The cartridges received are screened for tampering, manufacturing date, weight, proof of purchase and quality of printout. If the cartridge satisfies the criteria laid down for replacement, the cartridge is replaced.

The activity also involves educating the customers on advantages of buying genuine cartridges from authorized resellers and not to go for refilling.

Over 550 cart are recd monthly out of which 350 cartridges are replaced.

Every fortnight the defective cartridges replaced, along with the statement are sent to Delhi.

This activity is carried on at present in Mumbai and Baroda. Have proposed to start in Ahmedabad, Pune & Nasik shortly.

Bloomberg: -

This is an MVFM activity which involves nationwide FM, hardware support & training.
The team strength is 4.

Bloomberg services are basically used in Financial Institutions. It provides Realtime & Historical prices for equities, news on money & bond markets and also a Trading system platform. Bloomberg offers the software & hardware package bundled together.

The FM activity involves :
- Country -wide calls & parts Co-ordination for all Bloomberg operations (Mumbai, Delhi, Chennai, Hyderabad, Bangalore, Kolkata & Cochin).
- Online help to the engineer on site.
- New Installations.
- Logistics Management in relation to parts inventory.
- Monthly MIS & Billing.

The hardware support activity involves :
- Resolve calls/ installations within response time and updation.
- Quarterly Preventive Maintenance.
- In-house Support. i.e. Trouble shooting desktop level calls, network problems, etc.

Citibank: -

This is an MVFM activity which involves EDC (Electronic Data Capture) installation, maintenance, helpdesk & training. The team strength is 5. This is a backend activity for the Card Division.

The scope covers :
- Helpdesk Support
- ME training - Card acceptance & EDC operation.
- Field support - Breakdown, Installation & De-Installation.
- Inventory management & EDC repair coordination.
- Quarterly PM's
- MIS report generation

This activity is carried on at present in Mumbai and Baroda. Have proposed to start in ahmedabad, Pune & Nasik shortly

Logistics: -

Inventory management of parts required for repairs & in-house stationery & consumables is done here. The team strength is 2.
Once the part has been order & recd on the CSO and it is checked for apparent mismatch & handed over to the engineer. The engineer returns the defective part in exchange after the call is closed.
After Once the call is close engineer will return the defective part with proper comment to the concern person & he will send the same to respective location with rechecking. The overall activity is recorded like Part order/recd defective sent back, recd wrong/DOA parts, Multiple parts ordering.
This activity is monitored & analyzed to improve our performance by restricting the order for parts.

Delivery: -
The team strength is 7. This team undertakes delivery & pickup of products & spares, to & from the service centers.