contents · sub-sector consumer electronics last reviewed on 24 ... explain the time required and...

Contents 1. Introduction and Contacts..…………….…...………1

2. Qualifications Pack……….……............................2

3. Glossary of Key Terms ………………………..………..3

4. OS Units……………………………………………………....5

5. Annexure: Nomenclature for QP & OS..........51

6. Assessment Criteria.......................................53

Qualifications Pack- Field Engineer – RACW

Subtitle- NA

OS describe what

individuals need to do, know and understand in order to carry out a particular job role or function

OS are

performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding

Electronics Sector Skill Council of India 602,604,608,6th floor Ansal Chambers II, Bhikaji Cama Place New Delhi-110066, India E-mail: [email protected]

SECTOR/S: ELECTRONICS

SUB-SECTOR: Consumer Electronics

OCCUPATION: After Sales Service

REFERENCE ID: ELE/Q3105

ALIGNED TO: NCO-2004/7249.90

Brief Job Description: The individual interacts with customers to install the

appliance, diagnoses the problem to assess possible causes of malfunction,

rectifies minor problems, and replaces faulty modules for failed parts or

recommends factory repairs for bigger faults.

Elective NOS/Optional NOS Description: NA

Personal Attributes: The individual must be willing to work in the field and travel through the day from one customer’s premise to another. Punctuality, amenable behaviour, patience, good interpersonal relationship building, trustworthiness, integrity, and critical thinking are important attributes.

Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY

mailto:[email protected]

Qualifications Pack for Field Engineer – RACW

2

Qualifications Pack Code ELE/Q3105

Job Role Field Engineer – RACW

[Applicable to National Scenarios]

Credits TBD Version number 1.0

Sector Electronics Drafted on 09/01/14

Sub-sector Consumer Electronics Last reviewed on 24/03/16

Occupation After Sales Service Next review date 24/03/18

NSQC Clearance on 18-05-2015

Job Role Field Engineer – RACW

Role Description

Installs multiple appliances, decipher the symptoms and diagnose the problems in the appliance by carrying out basic volt ampere test, earth check, refrigeration cycle check and repairing electro-mechanical faults.

NSQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

5

8th Standard passed , preferably

NA

Prerequisite License or Training NA

Minimum Job Entry Age 18 years

Experience Minimum 2 years as field technician for 8th/ 9th passed

Applicable National Occupational

Standards (NOS)

Compulsory:

1. ELE/N3101 Engage with customer for service

2. ELE/N3112 Install newly purchased refrigerator

3. ELE/N3113 Attend to service complaints – refrigerator

4. ELE/N3114 Install newly purchased air conditioner

5. ELE/N3115 Attend to service complaints – air conditioner

6. ELE/N3116 Install newly purchased washing machine

7. ELE/N3117 Attend to service complaints – washing machine

8. ELE/N9901 Interact with colleagues

Elective NOS (mandatory to select one): NA

Optional: NA

Performance Criteria As described in the relevant OS units

Job

Det

ails


3

Keywords /Terms Description

Sector Sector is a conglomeration of different business operations having similar business and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests.

Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and interests of its components.

Occupation Occupation is a set of job roles, which perform similar/ related set of functions in an industry.

Function Function is an activity necessary for achieving the key purpose of the sector, occupation, or an area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS.

Sub-function Sub-functions are sub-activities essential to fulfil the achieving the objectives of the function.

Job role Job role defines a unique set of functions that together form a unique employment opportunity in an organisation.

Occupational Standards (OS)

OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts.

Performance Criteria Performance criteria are statements that together specify the standard of performance required when carrying out a task.

National Occupational Standards (NOS)

NOS are occupational standards which apply uniquely in the Indian context.

Qualifications Pack (QP) QP comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A QP is assigned a unique qualifications pack code.

Unit Code Unit code is a unique identifier for an Occupational Standard, which is denoted by an ‘N’

Unit Title Unit title gives a clear overall statement about what the incumbent should be able to do.

Description Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for.

Scope Scope is a set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have a critical impact on quality of performance required.

Knowledge and Understanding

Knowledge and understanding are statements which together specify the technical, generic, professional and organisational specific knowledge that an individual needs in order to perform to the required standard.

Organisational Context Organisational context includes the way the organisation is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility.

Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish

Def

init

ion

s


4

specific designated responsibilities.

Core Skills/ Generic Skills

Core skills or generic skills are a group of skills that are the key to learning and working in today’s world. These skills are typically needed in any work environment in today’s world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles.

Keywords /Terms Description

NOS National Occupational Standard

NSQF National Skill Qualification Framework

QP Qualification Pack

Acr

on

yms

ELE/N3101 Engage with customer for service

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Overview

This unit is about interacting with customers to understand their requirements and build confidence.


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Unit Code ELE/N3101

Unit Title (Task)

Engage with customer for service

Description This OS unit is about interacting with customer to understand their requirement with respect to problem in the appliance.

Scope This unit/ task covers the following:

Interact with the customer prior to visit

Interact with customer at their premises

Suggest possible solutions to customer

Achieve productivity and quality as per company’s norms

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria Interact with the customer prior to visit

To be competent, the user/ individual must be able to: PC1. check customer complaint registered at customer care or installation

schedule PC2. call customer to confirm problem and fix time for visit PC3. greet the customer and confirm the problem registered PC4. interact with customers politely and patiently PC5. check about warranty status of appliance and annual maintenance contract PC6. anticipate possible problems to carry tools and parts accordingly PC7. identify customer location and make a route plan for the day

Interact with customer at their premises

To be competent, the user/ individual must be able to: PC8. enquire about the symptoms and history of problems in the appliance PC9. ask about the age of appliance and status of upkeep PC10. identify the problem based on customer’s information PC11. communicate the problems identified and educate on possible reasons PC12. inform about costs involved

Suggest possible solutions to customer

To be competent, the user/ individual must be able to: PC13. discuss the problem(s) identified with customer PC14. suggest possible solutions and costs involved PC15. explain the time required and methodology for servicing necessary PC16. seek customer’s approval on further action


To be competent, the user/ individual must be able to: PC17. assess the problem accurately and provide necessary solution(s) PC18. offer most appropriate and cost-effective service as per customer’s

requirement PC19. communicate problem effectively in order to secure customer’s confidence PC20. ensure customer satisfaction and positive feedback PC21. record minimum customer complaints post service PC22. avoid repeat problem post service PC23. prepare most optimum route plan to complete daily target visits

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Knowledge and Understanding (K)

A. Organizational Context

(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s policies on: customer care KA2. company’s code of conduct KA3. organisation culture and typical customer profile KA4. company’s reporting structure KA5. company’s documentation policy

B. Technical Knowledge

The individual on the job needs to know and understand: KB1. company’s products and recurring problems reported in consumer

appliances KB2. how to communicate with customers in order to put them at ease KB3. basic electrical and mechanical modules of various appliances KB4. electronics involved in the type of appliance KB5. models of different appliances and their common and distinguishing features KB6. functionality of different features of appliances and new features KB7. etiquette to be followed at customer’s premises KB8. precautions to be taken while handling field calls and dealing with customers KB9. relevant reference sheets, manuals and documents to carry in the field

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills

The user/ individual on the job needs to know and understand how to: SA1. complete forms such as work orders, invoices, maintenance records SA2. note problems on job sheet and details of work done

Reading Skills

The user/ individual on the job needs to know and understand how to: SA3. read warnings, instructions and other text material on product labels,

components, etc. SA4. read job sheets or work orders SA5. read product and module serial numbers and interpret details such as make,

date, availability

Oral Communication (Listening and Speaking skills)

The user/ individual on the job needs to know and understand how to: SA6. receive and ask for clarifications from supervisor on the job requirement SA7. listen carefully to customer and interpret customer’s statement of symptoms SA8. communicate in local language SA9. educate and inform customer about product, contractual issues such as

warranty, cost of service and module replacement SA10. educate on precautions to be taken in order to avoid recurrence of problem

B. Professional Skills

Decision Making

The user/individual on the job needs to know and understand how to: SB1. follow standard operating procedures while making decisions


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SB2. take approval from supervisor in case the decision has to be made for exceptions

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. work with supervisor and co-workers to achieve smooth workflow SB4. work with superiors and co-workers to share knowledge and learning

Customer Centricity

The user/individual on the job needs to know and understand how to: SB5. maintain personal grooming SB6. be polite, patient and courteous under all circumstances with all types of

customers SB7. decide on the spot on whether interaction of customer with superior is

necessary or not SB8. maintain proper etiquette including the appropriate physical distance with

customer during conversation, not entering bedroom without permission SB9. put customer at ease and generate customer’s confidence

Problem Solving

The user/individual on the job needs to know and understand how to: SB10. seek inputs to assess the problems

Analytical Thinking

The user/ individual on the job needs to know and understand how to: SB11. interpret accurately drawings, wiring and job specifications/instructions

Critical Thinking

The user/ individual on the job needs to know and understand how to: SB12. improve work processes


9

NOS Version Control

NOS Code ELE/N3101


Sector Electronics Drafted on 09/01/14

Sub-sector Consumer Electronics Last reviewed on 24/03/15


ELE/N3112 Install newly purchased refrigerator

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Overview

This unit is about installing the newly purchased refrigerator at customer’s premises.


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Unit Code ELE /N3112

Unit Title (Task)

Install newly purchased refrigerator

Description This OS unit is about installing the newly purchased refrigerator at customer’s location and make it ready to use


Remove packaging and check accessories

Place the appliance to appropriate location

Check refrigerator’s functioning

Complete documentation

Interact with superior

Train service technicians

Achieve productivity and quality as per company’s standards


Element Performance Criteria Remove packaging and check accessories

To be competent, the user/ individual must be able to: PC1. remove the refrigerator packaging in which it was shipped to customer PC2. check that the product matches the customer order in terms of colour and

make PC3. check all the supporting accessories purchased are there in the pack PC4. ensure tools and fitments required for the installation are available PC5. clear up the packaging material waste and dispose as per company’s norms

Place refrigerator at appropriate location

To be competent, the user/ individual must be able to: PC6. seek customer’s input on placement of refrigerator PC7. maintain required distance from wall and floor PC8. check nearest plug point and distance of refrigerator from it PC9. place on appropriate stand or platform as recommended by company PC10. educate customer on placing refrigerator in obstruction-free area,

importance of proper placing and every day care

Check refrigerator’s functioning

To be competent, the user/ individual must be able to: PC11. fit in water-disposal beaker, handle, shelves, basket and side buckets PC12. set cooling and freezer temperature knobs according to the season PC13. connect the refrigerator to the power supply PC14. demonstrate features and utility PC15. explain the precautions to be taken while using the refrigerator PC16. explain about heating of the outside walls of the refrigerator


To be competent, the user/ individual must be able to: PC17. fill in customer acknowledgement form PC18. seek customer’s signature PC19. complete other documentation for recording completion of installation PC20. call customer care and inform about job completion

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To be competent, the user/ individual must be able to: PC21. identify the work requirement from superior, periodically PC22. report to superior on the work completed PC23. escalate customer issues and problems that are unresolved at field level PC24. document the work completed on the company ERP software for tracking and

future references PC25. refer customer queries on non-field service areas

Train service technicians

To be competent, the user/ individual must be able to: PC26. interact with service technicians from time to time in order to understand

problems faced on the field PC27. educate junior level technicians about installation procedures and customer

handling

Achieve productivity and quality

To be competent, the user/ individual must be able to: PC28. ensure no damage to the refrigerator unit or accessories while removing

packaging PC29. use the correct tools and equipment for installation PC30. position and install in safe and stable condition PC31. complete installation in time target given PC32. report in time, work status and prepare required documentation as per

company rules PC33. achieve 100% customer satisfaction and feedback on each field visit



(Knowledge of the

company /

organization and

its processes)

The individual on the job needs to know and understand: KA1. company’s policies on: Incentives, delivery standards, and personnel

management, call closure KA2. company’s sales, installation and after sales support policy KA3. importance of the individual’s role in the workflow KA4. reporting structure KA5. company’s policy on product’s warranty and other terms and conditions


The individual on the job needs to know and understand: KB1. installation site requirements (structural requirements, ventilation, etc.) KB2. different types of refrigerators such as traditional, frost-free, Peltier KB3. different features and functionalities of various models KB4. safety precautions to be taken while installing KB5. manual-based procedure of installing the refrigerators KB6. packaging waste disposal procedures KB7. use of test equipment and tools such as multi-meter, oscilloscope KB8. other products of the company KB9. safety rules, policies and procedures KB10. quality standards to be followed


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Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making

The user/individual on the job needs to know and understand how to: SB1. follow standard operating procedures while making decisions SB2. take approval from supervisor in case the decision has to be made for

exceptions

Plan and Organize


Customer Centricity





Problem Solving

The user/individual on the job needs to know and understand how to: SB10. seek inputs at assess the problems


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Analytical Thinking


Critical Thinking



15

NOS Version Control

NOS Code ELE/N3112

Credit TBD Version number 1.0

Industry Electronics Drafted on 09/01/14

Industry Sub-sector Consumer Electronics Last reviewed on 24/03/15

Next review date 24/03/16

ELE/N3113 Attend to service complaints - refrigerator

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Overview

This unit is about technician visiting customer’s premise in order to provide support for rectifying refrigerator related faults as per complaint recorded at customer care.

ELE/N3113 Attend to service complaints - refrigerator

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Unit Code ELE/N3113

Unit Title (Task)

Attend to service complaints - refrigerator

Description This OS unit about understands the customer’s complaints, identifying the fault and fixing the refrigerator.


Identify the symptoms and identify the fault

Replace dysfunctional module in the refrigerator unit

Confirm functionality of the repaired unit


Interact with and train technicians


Element Performance Criteria Identify the symptoms and identify the fault

To be competent, the user / individual on the job must be able to: PC1. verify thermostat settings PC2. diagnose the fault in the unit as per customer interaction and initial

inspection PC3. unplug the unit, carry out basic tests such as power supply inspection, volt

ampere test and earth test power supply, compressor, motors, PCB, condenser

PC4. follow the electrical circuit path and inspect each component in that sequence in order to identify the faulty module

PC5. send to factory for in-depth diagnosis, if problem cannot be identified at site

Replace dysfunctional module in the refrigerator unit

To be competent, the user / individual on the job must be able to: PC6. repair at location, if the fault identified is due to damage of components such

as relay or thermostat PC7. remove and replace module during either second visit or as per complaint

registered with customer care and as collected from the service centre, if the dysfunctional module/part is specialised such as PCB and cannot be repaired immediately

PC8. identify any gas leak, and take necessary actions to transport the refrigerator to the service centre for brazing


To be competent, the user / individual on the job must be able to: PC9. reassemble the unit PC10. switch on power supply and confirm that the unit is functioning PC11. check that all the modules of the unit work as per specifications PC12. demonstrate and confirm functionality of the unit to the customer PC13. educate the customer about cleaning procedures and best practices PC14. collect necessary payments from the customer PC15. fill in customer acknowledgement form PC16. complete other documentation procedures to record complaint closure

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To be competent, the user / individual on the job must be able to: PC17. diagnose the problem accurately and in short time PC18. identify the problem modules such as the power supply, compressor, motors,

PCB, condenser optimise the time taken to fix the dysfunctional refrigerator PC19. rectify to avoid repeat fault in the fridge PC20. meet daily target for attending to number of complaints PC21. record minimum customer complaints post service PC22. select the right spares according to recorded complaints at the customer care PC23. educate customer on refrigerator maintenance in order to avoid problems PC24. ensure damage free handling of the unit PC25. achieve 100% customer satisfaction PC26. make sale of related products such as new equipment or annual maintenance

contracts (AMC)

Interact with and train technicians

To be competent, the user / individual on the job must be able to: PC27. interact with service technicians from time to time in order to understand

problems faced on field PC28. educate junior level technicians about commonly occurring problems and

diagnosis procedures



(Knowledge of the

company

/organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on: Incentives, delivery standards and personnel

management and customer service standards KA2. reporting and documentation processes KA3. refrigerator manufacturing capabilities of the organization KA4. importance of the individual’s role in the system KA5. reporting structure


The user/individual on the job needs to know and understand: KB1. different types of refrigerators, e.g., frost free, direct cool and peltier

refrigerators and differences in their operation KB2. features of different refrigerators of the company KB3. refrigeration cycle and functioning of the appliance and its various modules KB4. method of refrigeration, its use and functioning of refrigerator sealed system KB5. types of refrigerants such as R12, R22, R134a, R290, R600a, R410, R32 use of

different brazing sticks, etc. KB6. types of brazing torches, types of fluxes and their application KB7. basic electronics (knowledge of components such as diode, transformer, LED,

photo transistor, capacitor, resistor, inductor, thermistor, ICs) KB8. functioning of various electromechanical parts of the refrigerator KB9. fundamentals of electricity such as ohms law, difference between AC and DC,

calculation of energy consumption of appliances, understanding of domestic wiring, understanding of series and parallel connections

KB10. troubleshooting knowledge with respect to refrigerators KB11. hazards, their causes and prevention/personal safety KB12. frequently occurring faults such as noise, water dripping and insufficient

cooling, their causes and solutions


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KB13. components/modules of the refrigerator and their prices KB14. refrigerator energy ratings such BEE rating KB15. other products of the company

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize


Customer Centricity






20

Problem Solving


Analytical Thinking


Critical Thinking



21

NOS Version Control

NOS Code ELE/N3113





ELE/N3114 Install newly purchased air conditioner

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Overview

This unit is about installing the newly-purchased air conditioner at customer’s premises.


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Unit Code ELE/N3114

Unit Title (Task)

Install newly purchased air conditioner

Description This OS unit is about installing the newly purchased air conditioner at customer’s location and make it ready for use.


Undertake pre-installation site visit


Place the air conditioner at identified location

Check air conditioner’s functioning

Complete the documentation

Interact with supervisor or superior

Interact with and train service technicians



Element Performance Criteria Undertake pre-installation site visit

To be competent, the user / individual on the job must be able to: PC1. visit the customer’s premise before carrying out the installation PC2. interact with the customer to understand where the air conditioner is to be

installed, i.e., window, split, high, low, etc. PC3. check that the location meets structural requirements such as distance from

power supply, distance from windows/doors being opened frequently PC4. make the customer aware of any pre-installations/masonry/electrical work to

be carried out and educate the customer about requirement of concealed drainage and electric conduits

PC5. make necessary markings for placement of indoor and outdoor units PC6. seek appointment for the next visit


To be competent, the user / individual on the job must be able to: PC7. remove the air conditioner packaging in which it was shipped to customer

from point of sale/ warehouse PC8. check that the product matches the customer order in terms of colour and

make PC9. check that all supporting accessories purchased have are there in the pack PC10. check that tools and fitments required for the installation are available PC11. clear up the packaging material waste and dispose as per company’s norms

Place the air conditioner at identified location

To be competent, the user / individual on the job must be able to: PC12. check if pre-installation requirements are met PC13. maintain required distance from door/window PC14. make measurements at the location identified and drill holes ensuring no

internal wiring damage takes place PC15. mount the indoor unit and ensure that the screws are fastened securely

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PC16. place the outdoor unit at a suitable location and attach it firmly to wall/floor PC17. connect the indoor and the outdoor units using the field copper pipe of

appropriate size and interconnecting cables PC18. fill in additional gas if the distance between the indoor and the outdoor units

is more than what is recommended

Check air conditioner’s functioning

To be competent, the user / individual on the job must be able to: PC19. make necessary power supply connections PC20. align the air conditioner as per the instructions manual PC21. demonstrate the features and utility PC22. explain the precautions to be taken while using the air conditioner

Complete the documentation

To be competent, the user / individual on the job must be able to: PC23. fill in customer acknowledgement form PC24. seek customer’s signature PC25. complete other documentation for recording completion of installation PC26. call customer care and inform about job completed


To be competent, the user / individual on the job must be able to: PC27. identify the work requirement PC28. report to superior on the work completed PC29. escalate the customer issues and problems that are unresolved in the field PC30. document the work completed on the company ERP software for tracking and

future references



problems faced on field PC32. educate junior level technicians about installation procedures and customer

handling


To be competent, the user / individual on the job must be able to: PC33. remove packaging without damage to the air conditioner unit and accessories PC34. position air conditioner as per requirements specified in instructions manual PC35. educate customer on importance of proper placing PC36. inform about switching off the unit during voltage fluctuations and use of

stabilizers, if necessary PC37. carry and use the correct tools and equipment for installation PC38. operate and check that they are in a safe and stable condition PC39. complete installation in time target given PC40. educate customer on proper operation and maintenance procedures PC41. complete daily field schedule as per instructions/format within the

designated time



(Knowledge of the

company

/organization and

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, delivery standards, and personnel

management, call closure KA2. company’s sales, installation and after sales support policy KA3. importance of the individual’s role in the workflow KA4. reporting structure


25

its processes) KA5. company’s policy on product’s warranty and other terms and conditions


The user/individual on the job needs to know and understand: KB1. installation site requirements (structural requirements, ventilation, etc.) KB2. different types of air conditioners such as window, split, cassette etc. KB3. different features and functionalities of various models KB4. safety precautions to be taken while installing KB5. manual-based procedure of installing the air conditioner KB6. packaging waste disposal procedures KB7. use of test equipment and tools such as multi-meter, oscilloscope KB8. other products of the company KB9. safety rules, policies and procedures KB10. quality standards to be followed KB11. the refrigeration cycle works KB12. how to fix various accessories and parts that have accompanied the unit KB13. how to check features and functionalities after installation

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize

The user/individual on the job needs to know and understand how to: SB3. work with supervisor and co-workers to achieve smooth workflow


26

SB4. work with superiors and co-workers to share knowledge and learning

Customer Centricity





Problem Solving


Analytical Thinking


Critical Thinking



27

NOS Version Control

NOS Code ELE/N3114





ELE/N3115 Attend to service complaints - air conditioner

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Overview

This unit is about moving from one customer’s premise to another in order to rectify faults in dysfunctional air conditioner as recorded by the customer with customer care unit.

ELE/N3115 Attend to service complaints - air conditioner

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Unit Code ELE/N3115

Unit Title (Task)

Attend to service complaints – air conditioner

Description This OS unit is about dealing with customer’s complaints, identifying the fault and fixing the air conditioner.


Identify the faults in the air-conditioner

Replace dysfunctional module in the air conditioner unit





Element Performance Criteria Identify the faults in the air-conditioner

To be competent, the user / individual on the job must be able to: PC1. check usage pattern of the air conditioner from the customer PC2. diagnose the fault based on customer interaction and initial inspection PC3. unplug the unit, carry out basic tests such as power supply inspection, volt

ampere test and earthing test power supply, compressor, motors, PCB, condenser

PC4. separate and inspect every module of the unit if the fault is not identified through basic tests

PC5. send to factory for in depth diagnosis, if problem remains un-identified at site

Replace dysfunctional module in the air conditioner unit

To be competent, the user / individual on the job must be able to: PC6. replace component at location, if the fault identified is because of damage of

components such as relay or thermostat PC7. remove and replace the faulty module with a functional one, either on a

second visit or as pre-identified and collected from the service centre, if the problem is at the PCB level or components that cannot be replaced at site

PC8. carry out brazing operation at the customer premise or pass the complaint on to a specialist in-charge of handling brazing, if the fault identified is a gas leak


To be competent, the user / individual on the job must be able to: PC9. reassemble the unit PC10. switch on power supply and confirm that unit is functioning PC11. check that all the modules of the unit work as per specifications PC12. demonstrate and confirm functionality of the unit with customer PC13. educate the customer about cleaning procedures and other best practices PC14. collect necessary payments from the customer, if applicable PC15. fill in customer acknowledgement form PC16. complete other documentation procedures to record complaint closure


To be competent, the user / individual on the job must be able to: PC17. ensure damage free handling of the unit PC18. diagnose the problem accurately and in assigned time

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PC19. identify the problem modules accurately such as the power supply, compressor, fan motors, PCB

PC20. fix the dysfunctional air conditioner in designated time PC21. rectify completely to avoid repeat fault in the air conditioner PC22. record minimum customer complaints post service PC23. meet daily target on attending to number of complaints PC24. select the right spares according to recorded complaints at the customer care PC25. clearly communicate type of module required to the service centre, if a faulty

module is to be replaced PC26. secure repairs completion receipt from customer PC27. educate customer on air conditioner maintenance and correct practices to

follow in order to avoid further problems PC28. ensure 100% customer satisfaction PC29. recover payments as per rate sheet/ communication from customer care PC30. sell related products such as new equipment or Annual Maintenance

Contracts (AMC) as per company policy







(Knowledge of the

company

/organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, delivery standards and personnel

management and customer service standards KA2. reporting and documentation processes KA3. air conditioner manufacturing capabilities of the organization KA4. importance of the individual’s role in the system KA5. reporting structure


The user/individual on the job needs to know and understand: KB1. different types of air conditioners, e.g., window, split air, cassette

conditioners and differences in their operation KB2. features of different air conditioners of the company KB3. functioning of the appliance and its various modules KB4. method of air conditioning, its use and functioning of sealed system KB5. Basics of types of refrigerants such as R12, R22, R134a, R290, R600a, R410,

R32 use of different brazing sticks, etc. KB6. types of brazing torches, types of fluxes and their application KB7. basic electronics (knowledge of components such as diode, transformer, LED,

transistor, capacitor, resistor, inductor, thermistor, ICs KB8. functioning of various electromechanical parts of the air conditioner KB9. fundamentals of electricity such as ohms law, difference between ac and dc,

calculation of energy consumption of appliances, understanding of domestic wiring, understanding of series and parallel connections

KB10. troubleshooting knowledge with respect to air conditioners


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KB11. hazards, their causes and prevention/personal safety KB12. frequently occurring faults such as poor/no cooling, noisy unit, condensation

water over flowing KB13. components/modules of the air conditioner and their prices KB14. energy ratings such BEE rating and concepts of e waste KB15. other products of the company

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize


Customer Centricity





32


Problem Solving


Analytical Thinking


Critical Thinking



33

NOS Version Control

NOS Code ELE/N3115





ELE/N3116 Install newly purchased washing machine

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Overview

This unit is about installing the newly purchased washing machine at customer’s premises.


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Unit Code ELE/N3116

Unit Title (Task)

Install newly purchased washing machine

Description This OS unit is about installing the newly purchased washing machine at customer’s location and make it ready to use.



Place the washing machine at appropriate location

Check washing machine’s functioning






Element Performance Criteria Remove packaging and check accessories

To be competent, the user / individual on the job must be able to: PC1. remove the washing machine packaging in which it was shipped to customer PC2. check that the product matches the customer order in terms of colour and

make PC3. check that all supporting accessories purchased are there in the pack PC4. remove all transport pins inside the drum of the washing machine before

starting the machine PC5. check tools and fitments required for the installation are available PC6. clear up the packaging material waste and dispose as per company’s norms

Place the washing machine at appropriate location

To be competent, the user / individual on the job must be able to: PC7. seek customer’s input on placement of washing machine PC8. make sure that the necessary plumbing installations for water inlet and outlet

are available PC9. follow instructions in the installation manual to place the machine at

appropriate distance from the water tank PC10. ensure that the machine is placed against an exterior wall in order to the

drain hose running along the inside wall PC11. check nearest plug point and distance of washing machine from it PC12. place on appropriate stand or platform as recommended by company PC13. educate customer on placing washing machine in obstruction-free area

Check washing machine’s functioning

To be competent, the user / individual on the job must be able to: PC14. identify the water inlet valve in the household plumbing PC15. ensure that the valve is turned off PC16. connect the PVC hose water inlet of the washing machine to the valve PC17. connect the waste water outlet from the washing machine to the waste

system such that the dirty water does not get siphoned back into the washing

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machine PC18. connect the washing machine to power supply/stabiliser PC19. demonstrate the features and utility PC20. explain the precautions to be taken while using the washing machine PC21. use the correct tools and equipment for installation PC22. make inlet, outlet and power supply connections securely PC23. operate and check that there are no leaks and the machine is in a safe and

stable condition PC24. educate customer on proper operation and maintenance procedures


To be competent, the user / individual on the job must be able to: PC25. fill in customer acknowledgement form PC26. seek customer’s signature PC27. complete other documentation for recording completion of installation PC28. call customer care and inform about job completion

Interact with superior To be competent, the user / individual on the job must be able to: PC29. understand the work requirement from superior PC30. report to superior on the work completed PC31. escalate the customer issues and problems unresolved at field level PC32. carry out daily field schedule as per instructions PC33. refer unrelated customer queries PC34. report work status and prepare required documentation as per company

standards



problems faced on field PC36. educate junior level technicians about installation procedures and customer

handling


To be competent, the user / individual on the job must be able to: PC37. remove packaging without damage to the washing machine or accessories PC38. position the washing machine as per location guidelines given in the

installation manual PC39. educate customer on importance of proper placing PC40. inform about switching off the unit during voltage fluctuations and use of

voltage regulators, if necessary PC41. complete installation in time target given PC42. document the work completed on the company ERP software for tracking and

future references



(Knowledge of the

company

/organization and

its processes)


management, call closure KA2. company’s sales, installation and after sales support policy KA3. importance of the individual’s role in the workflow KA4. reporting structure KA5. company’s policy on product’s warranty and other terms and conditions


37


The user/individual on the job needs to know and understand: KB1. installation-site requirements (structural and plumbing requirements) KB2. different types of washing machines such as front load and top load KB3. different features and functionalities of various models KB4. safety precautions to be taken while installing KB5. manual-based procedure of installing the washing machine KB6. packaging waste disposal procedures KB7. use of test equipment and tools such as multi-meter, volt -ohmmeter KB8. other products of the company KB9. safety rules, policies and procedures KB10. quality standards to be followed KB11. various cycles of the washing process work KB12. how to fix various accessories and parts that have accompanied the machine KB13. how to check features and functionalities after installation

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize



38

Customer Centricity





Problem Solving


Analytical Thinking


Critical Thinking



39

NOS Version Control

NOS Code ELE/N3116





ELE/N3117 Attend to service complaints – washing machine

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Overview

This unit is about visiting customer’s premise in order to provide support for rectifying washing machine related faults as per the complaint recorded at customer care.


41

Unit Code ELE/N3117

Unit Title (Task)

Attend to service complaints – washing machine

Description This OS unit is about dealing with the customer’s complaints, identifying the fault and fixing the washing machine.


Identify the fault in the washing machine

Repair the washing machine


Achieve target as per company’s policy



Element Performance Criteria Identify the fault in the washing machine

To be competent, the user / individual on the job must be able to: PC1. diagnose the fault in the unit as per customer interaction and initial

inspection PC2. identify the cycle (fill/wash and rinse/spin and drain) during which the

problem occurs based on customer interaction PC3. ensure that the unit is unplugged before carrying out any tests PC4. inspect basic parts such as valve strainers, fill hose, drain line, pressure tube,

water valves, pressure sensor PC5. carry out basic tests such as power supply inspection, volt ampere test and

continuity test PC6. dis assemble the washing machine and check for faults in the control/service

panel, lid switch, temperature selector switch, water level control switch, timer, etc.

PC7. follow the electrical circuit path and inspect each component in that sequence in order to identify any electrical faults in the unit

PC8. ensure that all parts such as motors, transformer, pulley and belt system, motor starting switch, solenoid, clutch lining have been inspected

PC9. send to factory for in depth diagnosis, if unable to identify problem at site

Repair the washing machine

To be competent, the user / individual on the job must be able to: PC10. ensure that water supply is turned on and that there are no kinks in the

hoses, if the fault identified is due to a problem in the water source PC11. clean the same and run the machine through a complete wash cycle, if the

problem is due to soap deposition inside the machine PC12. replace immediately , if the fault identified is due to damage of components

such as water inlet valve, capacitor, fuse, circuit breaker or door knob or timer

PC13. remove and replace during second visit with a functional one as collected from the service centre, if the dysfunctional module/part is specialised and cannot be replaced immediately

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PC14. select the right spares according to recorded complaints at the customer care


To be competent, the user / individual on the job must be able to: PC15. reassemble the unit PC16. switch on power supply and confirm that the unit is functioning as per

specifications PC17. demonstrate and confirm functionality of the unit with the customer PC18. collect necessary payments from the customer PC19. fill in customer acknowledgement form PC20. complete other documentation procedures to record complaint closure

Achieve target as per company’s policy

To be competent, the user / individual on the job must be able to: PC21. secure repairs completion receipt from customer PC22. educate customer on washing machine maintenance in order to avoid further

problems PC23. ensure damage free handling of the unit PC24. optimise the time taken to fix the dysfunctional washing machine PC25. rectify to avoid repeat fault in the washing machine PC26. meet daily target for attending to number of complaints PC27. record 100% customer satisfaction on feedback form, post service PC28. make sale of related products or annual maintenance contracts






A. Organizational

Context

(Knowledge of the

company /

organization and

its processes)

The user/individual on the job needs to know and understand: KA1. company’s policies on: incentives, delivery standards and personnel

management and customer service standards KA2. reporting and documentation processes KA3. washing machine manufacturing capabilities of the organisation KA4. importance of the individual’s role in the system KA5. reporting structure

B. Technical

Knowledge

The user/individual on the job needs to know and understand: KB1. different cycles in the machine running process and possible symptoms of

faults in respective cycles KB2. controls and features of different washing machine models of the company KB3. faults common to all types of washing machines and faults specific to

different models KB4. basic electronics (knowledge of components such as diode, transformer, LED,

photo transistor, capacitor, resistor, inductor, thermisters) KB5. fundamentals of electricity such as ohms law, difference between ac and dc,

calculation of energy consumption of the appliance, understanding of domestic wiring, understanding of series and parallel connections

KB6. basics of gears, behaviour of gear mechanism, understanding of linear and angular movements, concepts such as rpm, torque etc.

KB7. troubleshooting knowledge with respect to washing machine


43

KB8. types of switches such as thermal, mechanical, electronic, magnetic, electromagnetic, electromechanical, pressure optical and bimetal

KB9. fundamentals of motors, types of motors and their working methods KB10. functioning of components and parts such as solenoids and plungers KB11. hazards, their causes and prevention/personal safety KB12. frequently occurring faults such as noise, water not filling/over filling, water

not draining their causes and solutions KB13. components/modules of the washing machine and their prices KB14. other products of the company

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize


Customer Centricity


customers


44

SB7. decide on the spot on whether interaction of customer with superior is necessary or not

SB8. maintain proper etiquette including the appropriate physical distance with customer during conversation, not entering bedroom without permission

SB9. put customer at ease and generate customer’s confidence

Problem Solving


Analytical Thinking


Critical Thinking



45

NOS Version Control

NOS Code ELE/N3117





ELE/N9901 Interact with colleagues

46

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Overview

This unit is about the individual’s level of communication with colleagues and other departments within the organisation. It determines the ability to work as a team member to achieve the required deliverables on schedule.


47

Unit Code ELE/N9901

Unit Title (Task)

Interact with colleagues

Description This OS unit is about communicating with colleagues and seniors in order to achieve smooth work flow.



Coordinate with colleagues


Element Performance Criteria Interact with supervisor or superior

To be competent, the user / individual on the job must be able to: PC1. identify work requirements, targets and incentives PC2. learn about new product models, their features and functions PC3. report problems identified in the field PC4. escalate customer concerns that cannot be handled on field PC5. resolve personnel issues PC6. receive feedback on work standards and customer satisfaction PC7. communicate any potential hazards at a particular location PC8. meet given targets PC9. deliver work of expected quality despite constraints PC10. have feedback from a happy and satisfied customer

Coordinate with colleagues

To be competent, the user / individual on the job must be able to: PC11. resolve inter-personnel conflicts and achieve smooth workflow PC12. receive spares from tool room or stores PC13. deposit faulty modules and tools to stores PC14. pass on customer complaints to colleagues in a respective geographical area PC15. assist colleagues with resolving field problems PC16. clearly demarcate roles of each team member



(Knowledge of the

company /

organization and

its processes)


management KA2. importance of the individual’s role in the workflow KA3. reporting structure

B. Technical

Knowledge

The user/individual on the job needs to know and understand: KB1. how to communicate effectively KB2. how to build team coordination

Skills (S)

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A. Core Skills/

Generic Skills

Writing Skills


Reading Skills



date, availability





Decision Making


exceptions

Plan and Organize


Customer Centricity





Problem Solving



49

Analytical Thinking


Critical Thinking



50

NOS Version Control

NOS Code ELE/N9901






51

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard An example of NOS with ‘N’

[ABC] /N0101

Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]


52

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation

numbers

Passive Components 01 - 10

Semiconductors 11 - 20

PCB Manufacturing 21 - 30

Consumer Electronics 31 - 40

IT Hardware 41 - 50

PCB Assembly 51 - 55

Solar Electronics 56 - 60

Strategic Electronics 61 - 65

Automotive Electronics 66 - 70

Industrial Electronics 71 - 75

Medical Electronics 76 - 80

Communication Electronics 81 - 85

PCB Design 86 - 90

LED 91 - 95

Sequence Description Example

Three letters Electronics ELE

Slash / /

Next letter Whether QP or NOS Q

Next two numbers Occupation code 01

Next two numbers OS number 01


53

CRITERIA FOR ASSESSMENT OF TRAINEES

Job Role: Field Engineer – RACW

Qualification Pack: ELE/Q3105

Sector Skill Council: Electronics Sector Skill Council of India Guidelines for Assessment 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC. 2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 3. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below.) 4. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria. 5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS. 6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take subsequent assessment on the balance NOS's to pass the Qualification Pack.

Assessable Outcomes

Assessment Criteria Total

Marks Out of

Theory Practical

Skills


PC1. check customer complaint registered at customer care or installation schedule

100

3 1 2

PC2. call customer to confirm problem and fix time for visit

4 2 2

PC3. greet the customer and confirm the problem registered 4 2 2

PC4. interact with customers politely and patiently 4 2 2

PC5. check about warranty status of appliance and annual maintenance contract 3 1 2

PC6. anticipate possible problems to carry tools and parts accordingly 4 2 2

PC7. identify customer location and make a route plan for the day 3 1 2

PC8. enquire about the symptoms and history of problems in the appliance 5 2 3

PC9. ask about the age of appliance and status of upkeep

5 2 3

PC10. identify the problem based on customer’s information 5 2 3


54

PC11. communicate the problems identified and educate on possible reasons 5 2 3

PC12. inform about costs involved 5 2 3

PC13. discuss the problem(s) identified with customer

6 3 3

PC14. suggest possible solutions and costs involved 6 3 3

PC15. explain the time required and methodology for servicing necessary 7 3 4

PC16. seek customer’s approval on further action 6 3 3

PC17. assess the problem accurately and provide necessary solution(s) 3 1 2

PC18. offer most appropriate and cost-effective service as per customer’s requirement 3 1 2

PC19. communicate problem effectively in order to secure customer’s confidence 4 1 3

PC20. ensure customer satisfaction and positive feedback

4 1 3

PC21. record minimum customer complaints post service

3 1 2

PC22. avoid repeat problem post service 4 1 3

PC23. prepare most optimum route plan to complete daily target visits 4 1 3

Total 100 40 60


PC1. remove the refrigerator packaging in which it was shipped to customer

100

2 1 1

PC2. check that the product matches the customer order in terms of colour and make 2 1 1

PC3. check that all supporting accessories purchased are there in the pack 2 1 1

PC4. check tools and fitments required for the installation are available 2 1 1

PC5. clear up the packaging material waste and dispose as per company’s norms 2 1 1

PC6. seek customer’s input on placement of refrigerator

3 1 2

PC7. maintain required distance from wall and floor 3 1 2

PC8. check nearest plug point and distance of refrigerator from it 3 1 2

PC9. place on appropriate stand or platform as recommended by company 3 1 2

PC10. educate customer on placing refrigerator in obstruction-free area, importance of proper placing and every day care

3 1 2


55

PC11. fit in water-disposal beaker, handle, shelves, basket and side buckets 2 1 1

PC12. set cooling and freezer temperature knobs according to the season 3 1 2

PC13. connect the refrigerator to the power supply 3 1 2

PC14. demonstrate the features and utility 3 1 2

PC15. explain the precautions to be taken while using the refrigerator 2 1 1

PC16. explain about heating of outside walls of the refrigerator 2 1 1

PC17. fill in customer acknowledgement form 4 2 2

PC18. seek customer’s signature 4 2 2

PC19. complete other documentation for recording completion of installation 4 2 2

PC20. call customer care and inform about job completion

3 1 2

PC21. identify the work requirement from superior, periodically 3 1 2

PC22. report to superior on the work completed 3 1 2

PC23. escalate customer issues and problems that are unresolved at field level 3 1 2

PC24. document the work completed on the company ERP software for tracking and future references

3 1 2

PC25. refer customer queries on non-field service areas

3 1 2

PC26. interact with service technicians from time to time in order to understand problems faced on field 7 3 4

PC27. educate junior level technicians about installation procedures and customer handling 7 3 4

PC28. ensure no damage to the refrigerator unit or accessories while removing packaging 3 1 2

PC29. use the correct tools and equipment for installation

2 1 1

PC30. position and install in safe and stable condition

3 1 2

PC31. complete installation in time target given 3 1 2

PC32. report in time, work status and prepare required documentation as per company rules 2 1 1

PC33. achieve 100% customer satisfaction and feedback on each field visit 3 1 2

Total 100 40 60

ELE/N3113 PC1. verify thermostat settings 100 5 2 3


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Attend to service complaints - refrigerator

PC2. diagnose the fault in the unit as per customer interaction and initial inspection 5 2 3

PC3. unplug the unit, carry out basic tests such as power supply inspection, volt ampere test and earth test power supply, compressor, motors, PCB, condenser

5 2 3

PC4. follow the electrical circuit path and inspect each component in that sequence in order to identify the faulty module

5 2 3

PC5. send to factory for in-depth diagnosis, if problem cannot be identified at site 5 2 3

PC6. repair at location, if the fault identified is due to damage of components such as relay or thermostat

8 3 5

PC7. remove and replace module during either second visit or as per complaint registered with customer care and as collected from the service centre, if the dysfunctional module/part is specialised such as PCB and cannot be repaired immediately

8 3 5

PC8. identify any gas leak, and take necessary actions to transport the refrigerator to the service centre for brazing

8 3 5

PC9. reassemble the unit 2 1 1

PC10. switch on power supply and confirm that the unit is functioning 2 1 1

PC11. check that all the modules of the unit work as per specifications 3 1 2

PC12. demonstrate and confirm functionality of the unit to the customer 3 1 2

PC13. educate the customer about cleaning procedures and best practices 3 1 2

PC14. collect necessary payments from the customer

3 1 2


PC16. complete other documentation procedures to record complaint closure Achieving productivity 2 1 1

PC17. diagnose the problem accurately and in short time

2 1 1

PC18. identify the problem modules such as the power supply, compressor, motors, PCB, condenser optimise the time taken to fix the dysfunctional refrigerator

2 1 1

PC19. rectify to avoid repeat fault in the fridge 2 1 1


57

PC20. meet daily target for attending to number of complaints 2 1 1


2 1 1

PC22. select the right spares according to recorded complaints at the customer care 2 1 1

PC23. educate customer on refrigerator maintenance in order to avoid problems 2 1 1

PC24. ensure damage free handling of the unit 2 1 1

PC25. achieve 100% customer satisfaction 2 1 1

PC26. make sale of related products such as new equipment or annual maintenance contracts (AMC) 3 1 2


PC28. educate junior level technicians about commonly occurring problems and diagnosis procedures

5 2 3

Total 100 40 60


PC1. visit the customer’s premise before carrying out the installation

100

2 1 1

PC2. interact with the customer to understand where the air conditioner is to be installed, i.e., window, split, high, low, etc.

2 1 1

PC3. check that the location meets structural requirements such as distance from power supply, distance from windows/doors being opened frequently

2 1 1

PC4. make the customer aware of any pre installations/masonry/electrical work to be carried out and educate the customer about requirement of concealed drainage and electric conduits

2 1 1

PC5. make necessary markings for placement of indoor and outdoor units 2 1 1

PC6. seek appointment for the next visit 2 1 1

PC7. remove the air conditioner packaging in which it was shipped to customer from point of sale/ warehouse

2 1 1


PC9. check that all supporting accessories purchased have are there in the pack 2 1 1

PC10. check that tools and fitments required for the installation are available 2 1 1


58


PC12. check if pre installation requirements are met 2 1 1

PC13. maintain required distance from door/window 2 1 1

PC14. make measurements at the location identified and drill holes ensuring no internal wiring damage takes place

2 1 1

PC15. mount the indoor unit and ensure that the screws are fastened securely 2 1 1

PC16. place the outdoor unit at a suitable location and attach it firmly to wall/floor 2 1 1

PC17. connect the indoor and the outdoor units using the field copper pipe of appropriate size and interconnecting cables

2 1 1

PC18. fill in additional gas if the distance between the indoor and the outdoor units is more than what is recommended

2 1 1

PC19. make necessary power supply connections 4 1 3

PC20. align the air conditioner as per the instructions manual 4 1 3


PC22. explain the precautions to be taken while using the air conditioner 4 1 3




PC26. call customer care and inform about job completed

2 1 1

PC27. identify the work requirement 4 1 3


PC29. escalate the customer issues and problems that are unresolved in the field 4 1 3


4 1 3



PC33. remove packaging without damage to the air conditioner unit and accessories 1 1 0


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PC34. position air conditioner as per requirements specified in instructions manual 2 1 1

PC35. educate customer on importance of proper placing

2 1 1

PC36. inform about switching off the unit during voltage fluctuations and use of stabilizers, if necessary

1 0 1

PC37. carry and use the correct tools and equipment for installation 1 0 1

PC38. operate and check that they are in a safe and stable condition 1 0 1


PC40. educate customer on proper operation and maintenance procedures 1 1 0

PC41. complete daily field schedule as per instructions/format within the designated time 2 1 1

Total 100 40 60

ELE/N3115 Attend to service complaints – air conditioner

PC1. identify usage pattern of the air conditioner from the customer

100

4 2 2

PC2. diagnose the fault based on customer interaction and initial inspection 4 2 2

PC3. unplug the unit, carry out basic tests such as power supply inspection, volt ampere test and earthing test power supply, compressor, motors, PCB, condenser

4 2 2

PC4. separate and inspect every module of the unit if the fault is not identified through basic tests 4 2 2

PC5. send to factory for in depth diagnosis, if problem remains un-identified at site 4 2 2

PC6. replace component at location, if the fault identified is because of damage of components such as relay or thermostat

6 3 3

PC7. remove and replace the faulty module with a functional one, either on a second visit or as pre-identified and collected from the service centre, if the problem is at the PCB level or components that cannot be replaced at site

7 3 4

PC8. carry out brazing operation at the customer premise or pass the complaint on to a specialist in-charge of handling brazing, if the fault identified is a gas leak

7 3 4


PC10. switch on power supply and confirm that unit is functioning 3 1 2


60

PC11. check that all the modules of the unit work as per specifications 3 1 2

PC12. demonstrate and confirm functionality of the unit with customer 3 1 2

PC13. educate the customer about cleaning procedures and other best practices 2 1 1

PC14. collect necessary payments from the customer, if applicable 2 1 1


PC16. complete other documentation procedures to record complaint closure 2 1 1


PC18. diagnose the problem accurately and in assigned time

2 1 1

PC19. identify the problem modules accurately such as the power supply, compressor, fan motors, PCB 2 1 1

PC20. fix the dysfunctional air conditioner in designated time 2 1 1

PC21. rectify completely to avoid repeat fault in the air conditioner 1 1 0


1 1

PC23. meet daily target on attending to number of complaints 1 0 1


PC25. clearly communicate type of module required to the service centre, if a faulty module is to be replaced

1 0 1

PC26. secure repairs completion receipt from customer

2 1 1

PC27. educate customer on air conditioner maintenance and correct practices to follow in order to avoid further problems

2 1 1

PC28. ensure 100% customer satisfaction 2 1 1

PC29. recover payments as per rate sheet/ communication from customer care 1 0 1

PC30. sell related products such as new equipment or Annual Maintenance Contracts (AMC) as per company policy

1 0 1


PC32. educate junior level technicians about commonly occurring problems and diagnosis 10 3 7


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procedures

Total 100 40 60


PC1. remove the washing machine packaging in which it was shipped to customer

100

2 1 1


PC3. check that all supporting accessories purchased are there in the pack 2 1 1

PC4. remove all transport pins inside the drum of the washing machine before starting the machine 2 1 1

PC5. check tools and fitments required for the installation are available 2 1 1


PC7. seek customer’s input on placement of washing machine 2 1 1

PC8. make sure that the necessary plumbing installations for water inlet and outlet are available 2 1 1

PC9. follow instructions in the installation manual to place the machine at appropriate distance from the water tank

2 1 1

PC10. ensure that the machine is placed against an exterior wall in order to the drain hose running along the inside wall

2 1 1

PC11. check nearest plug point and distance of washing machine from it 2 1 1

PC12. place on appropriate stand or platform as recommended by company 2 1 1

PC13. educate customer on placing washing machine in obstruction-free area 2 1 1

PC14. identify the water inlet valve in the household plumbing 1 0 1

PC15. ensure that the valve is turned off 2 1 1

PC16. connect the PVC hose water inlet of the washing machine to the valve 2 1 1

PC17. connect the waste water outlet from the washing machine to the waste system such that the dirty water does not get siphoned back into the washing machine

1 0 1

PC18. connect the washing machine to power supply/stabiliser 1 0 1



62

PC20. explain the precautions to be taken while using the washing machine 2 1 1

PC21. use the correct tools and equipment for installation

2 1 1

PC22. make inlet, outlet and power supply connections securely 1 1 0

PC23. operate and check that there are no leaks and the machine is in a safe and stable condition 1 1 0

PC24. educate customer on proper operation and maintenance procedures 2 1 1




PC28. call customer care and inform about job completion

3 1 2

PC29. understand the work requirement from superior

3 1 2


PC31. escalate the customer issues and problems unresolved at field level 3 1 2

PC32. carry out daily field schedule as per instructions

3 1 2

PC33. refer unrelated customer queries 3 1 2

PC34. report work status and prepare required documentation as per company standards 3 1 2



PC37. remove packaging without damage to the washing machine or accessories 3 1 2

PC38. position the washing machine as per location guidelines given in the installation manual 3 1 2

PC39. educate customer on importance of proper placing

3 1 2

PC40. inform about switching off the unit during voltage fluctuations and use of voltage regulators, if necessary

3 1 2



3 1 2

Total 100 40 60


63


PC1. diagnose the fault in the unit as per customer interaction and initial inspection

100

2 1 1

PC2. identify the cycle(fill/wash and rinse/spin and drain) during which the problem occurs based on customer interaction

3 1 2

PC3. ensure that the unit is unplugged before carrying out any tests 2 1 1

PC4. inspect basic parts such as valve strainers, fill hose, drain line, pressure tube, water valves, pressure sensor

2 1 1

PC5. carry out basic tests such as power supply inspection, volt ampere test and continuity test 2 1 1

PC6. dis assemble the washing machine and check for faults in the control/service panel, lid switch, temperature selector switch, water level control switch, timer, etc.

2 1 1

PC7. follow the electrical circuit path and inspect each component in that sequence in order to identify any electrical faults in the unit

2 1 1

PC8. ensure that all parts such as motors, transformer, pulley and belt system, motor starting switch, solenoid, clutch lining have been inspected

3 1 2

PC9. send to factory for in depth diagnosis, if unable to identify problem at site 2 1 1

PC10. ensure that water supply is turned on and that there are no kinks in the hoses, if the fault identified is due to a problem in the water source

4 1 3

PC11. clean the same and run the machine through a complete wash cycle, if the problem is due to soap deposition inside the machine

4 2 2

PC12. replace immediately, if the fault identified is due to damage of components such as water inlet valve, capacitor, fuse, circuit breaker or door knob or timer

4 2 2

PC13. remove and replace during second visit with a functional one as collected from the service centre, if the dysfunctional module/part is specialised and cannot be replaced immediately

4 2 2



PC16. switch on power supply and confirm that the unit is functioning as per specifications 3 1 2


64

PC17. demonstrate and confirm functionality of the unit with the customer 3 1 2

PC18. collect necessary payments from the customer

3 1 2


PC20. complete other documentation procedures to record complaint closure 3 1 2

PC21. secure repairs completion receipt from customer

3 1 2

PC22. educate customer on washing machine maintenance in order to avoid further problems 3 1 2


PC24. optimise the time taken to fix the dysfunctional washing machine 3 1 2

PC25. rectify to avoid repeat fault in the washing machine

3 1 2

PC26. meet daily target for attending to number of complaints 3 1 2

PC27. record 100% customer satisfaction on feedback form, post service 3 1 2

PC28. make sale of related products or annual maintenance contracts 3 1 2


PC30. educate junior level technicians about commonly occurring problems and diagnosis procedures

9 4 5

Total 100 40 60


PC1. identify work requirements, targets and incentives

100

5 2 3

PC2. learn about new product models, their features and functions 5 2 3

PC3. report problems identified in the field 5 2 3

PC4. escalate customer concerns that cannot be handled on field 6 2 4

PC5. resolve personnel issues 5 2 3

PC6. receive feedback on work standards and customer satisfaction 5 2 3

PC7. communicate any potential hazards at a particular location 5 2 3

PC8. meet given targets 5 2 3

PC9. deliver work of expected quality despite constraints

5 2 3

PC10. Have feedback from a happy and satisfied 5 2 3


65

customer

PC11. resolve inter-personnel conflicts and achieve smooth workflow 8 3 5

PC12. receive spares from tool room or stores 8 3 5

PC13. deposit faulty modules and tools to stores 8 3 5

PC14. pass on customer complaints to colleagues in a respective geographical area 8 3 5

PC15. assist colleagues with resolving field problems 9 4 5

PC16. clearly demarcate roles of each team member 8 4 4

Total 100 40 60

contents · sub-sector consumer electronics last reviewed on 24 ... explain the time required and...

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