on board kit

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ON BOARD KIT ASSOCIATE SERVICE PROVIDER

(ASP)

&

AUTHORIZED SERVICE CENTER

(ASC)

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Dear Partner,

We at JCH-IN feels that our partners are foundation on which we build for success. With a

mutually rewarding relationship, JCH-IN and our service partners can reach new heights and

exceed expectations. This working relationship offers great promise, allowing us to set new

benchmarks.

This On Board kit explains the following area:

▪ Company Profile

▪ Expectations and Deliverable as JCH-IN.

▪ Product Range

▪ Company Policies

▪ Roles and Responsibilities of ASP Partners

▪ Standard Company Formats

▪ Price & Reimbursement Structure

The Policies & Parameters are designed keeping in mind the current market conditions and are

subject to modification as per the need of the hour for which separate intimation may not be

provided by Hitachi.

These parameters are designed to provide a stable platform for our service partners, enabling

clarity of process & effectiveness in completing all tasks.

Rajesh Nagari

Head - Service

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JOHNSON CONTROLS-HITACHI AIR-CONDITIONING INDIA LIMITED

JOHNSON CONTROLS-HITACHI AIR-CONDITIONING INDIA LIMITED is a joint venture company of Johnson Controls (JCI) and Hitachi Appliances, Japan.

Through this joint venture we have combined the rich heritage and innovative technology of Hitachi with the industry leading expertise and global network of Johnson Controls. The partnership is aimed at addressing the cooling needs faster, smarter and much more efficiently than ever before. Our customers will stand to benefit from our world class R&D centers, where our researchers work tirelessly to provide innovative solutions and quality products that are designed to meet every expectation. Johnson Controls – Hitachi air conditioning company has global presence, out of which India unit is called “Hitachi Home & Life Solutions (India) Limited”

Johnson Controls Hitachi Air Conditioning India Limited manufactures a wide range of products, from room air-conditioners (Split & Window ACs) to commercial air-conditioners including Chiller, Ductable air-conditioners, Telecom Air conditioners & VRF system. Our company is not just limited to making air conditioners but also, into trading of Refrigerators, Air Purifiers & Washing Machines. Apart from products JCH-IN also undertakes complete projects in HVAC category.

Johnson Controls Hitachi Air Conditioning India Limited’s headquarter is situated in Ahmedabad, Gujarat with manufacturing plant in Kadi, Gujarat. We have a total installed capacity of 430,000 Room Air conditioners per annum (in a single shift). In addition to that the Company also has the capacity to manufacture 120,000 Tons of Ductable units, 9000 VRFs ODUs and 300 Chillers per annum. JCH-IN is amongst the top air-conditioning companies in India. It has a strong nationwide distribution consisting of 5 regional offices, 20 branch offices, 203 exclusive sales and service dealers and over 1500 sales points, and more than 1000 service points including Direct Centres, ASP, ASC, Franchisee and S&S. Just so that we can serve our customers even better, Hitachi Home & Life Solutions (India) Ltd has a company owned and operated 24x7 customer care centre that provides instant solutions to all your cooling problems.

At Johnson Controls Hitachi Air Conditioning India Limited we believe in simplifying life, which is why, we constantly innovate, bring in world-class technology, newer concepts and incorporate advanced features in our products to make life comfortable and as soothing as it can get.

For more information, please visit https://www.hitachiaircon.in/

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Product Range – Home Appliances

Category Products

Room Air Conditioners Window AC, Split AC,

Packaged Air Conditioners Concealed Splits, Ductable, Ceiling, Cassette

Specific Telecom Cooling Solution Space maker

VRF System Set Free - Front Flow and Top Flow

Chillers Water Cooled Chiller, Air Cooled Chiller

Air purifiers Air purifiers

Kitchen Appliances Refrigerators

Split AC Window AC Refrigerator

Washing Machine Air Purifier

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Our Values

Johnson Controls values have strengthened our organization, shaped our culture and guided behavior on the job for more than 125 years. These values support our 10-Year Marker, a set of strategic guideposts for operating our businesses to achieve long-term success. We expect the Company’s values to be followed at all times across Johnson Controls.

Integrity

We act with honesty, fairness, respect and safety, furthering a culture of unquestioned integrity. This strengthens relationships across businesses and functions.

Customer Satisfaction

Our future depends on us serving as customer advocates and increasing our customers’ success. We are proactive, hard-driving and easy to work with. We offer expert knowledge and practical solutions. We deliver on our promises.

Employee Engagement

As we grow, so will our people. We foster a culture that promotes excellent performance, teamwork, inclusion, leadership and growth. Our employee and leader diversity will mirror our global markets and population.

Innovation

We believe there is always a better way. We encourage change and seek the opportunities it brings. We will commercialize innovations globally at an accelerating pace.

Sustainability

Through our products, services, operations and community involvement, we promote the efficient use of resources to benefit all people and our planet. The environment and sustainability are key elements of our business proposition.

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Role of Associate Service Provider (ASP)

ASP is the integral part of JCH-IN service network spread across all over country as a connecting

link between JCH-IN and the end user.

ASP plays an important role in the organization service operations. ASP has to provide services of

the products of the Company in an assigned area.

An ASP undertakes the following functions:

1. Providing adequate manpower and infrastructure.

2. Shall maintain a team of experienced and well qualified technicians

3. Installation & Commissioning of JCH-IN products.

4. Breakdown Assistance & Other Complaints (Service, PMS, DOA, Demo, Pre-Installation and

Demo) Attendance.

5. Service business through company (AMC, Spare parts & accessories sale)

6. Stocking of adequate inventory as per company policy from time to time.

7. Providing feedback on product performance conditions.

8. ASP has to maintain Service KPIs

9. Closure of call management through CRM

10. ASP shall maintain and keep record of the relevant documents for at least 3 years.

11. Timely submission of bills.

12. Timely submission of AMC documents

13. Quarterly Reconciliation of accounts

14. Quarterly submission of service confirmation

Accessories available are given in annexure – 9 (It may vary from time to time).

SETTING UP A SERVICE STATION

In order to render prompt and effective after sales service, an ASP must have well designed and

equipped service station in consultation with Area Service Manager. The guidelines developed

here for a layout of service station, and the equipment installed therein, have been develop to

cater to a population of following tabulated calls.

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As per decided call load and area mapping ASP should have minimum infrastructure

to complete certain requirements.

Sr. No.

Identified Areas

Call Load Month

(400-800)

Call Load Month

(801-1500)

Call Load Month

(>1500)

SER

VIC

E C

ENTR

E A

REA

1 CUSTOMER AREA 130 Sq. Ft. 130 Sq. Ft. 150 Sq. Ft.

2 OFFICE AREA 150 Sq. Ft. 200 Sq. Ft. 250 Sq. Ft.

3 SPARE STORE 150 Sq. Ft. 200 Sq. Ft. 250 Sq. Ft.

4 TECHNICIAN BRIEFING CUM TRAINING AREA 150 Sq. Ft. 250 Sq. Ft. 300 Sq. Ft.

5 WORKSHOP AREA (WITH PROPER VENTILATION & CALIBRATED TOOLS)

150 Sq. Ft. 250 Sq. Ft. 250 Sq. Ft.

TOTAL AREA OF CENTRE 700 Sq. Ft. 1030 Sq. Ft. 1200 Sq. Ft.

ASS

ETS

REQ

UIR

ED

1 Personal Computers with MS office and Window 1+1 2+1 3+1

2 Basic Phones (Fixed or WLL) 1 2 3

3 Broadband Connection 4 Mbps (1) 4 Mbps (1) 8 Mbps (1)

4 Printer (LaserJet) 1 1 1

5 White Board 1 2 2

6 Soft Board (Blue Board) 1 1 1

Note: A typical layout of the service station is recommended. Power requirement of 5KW,

preferably 440V, 3-phase, 4-wire, 50 cycles is desirable. Sufficient water at 3 m pressure should

be available for washing the units, along with a proper drain for waste water. All these

requirements are to be fulfilled in compliance with government norms.

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Manpower & Skills Requirement

As per call load and area manpower planning is very much critical, therefore it has to be

deciding based upon call load of Service Centre, which needs to finalize in following form:

Sr. No.

Manpower Qualification Call Load Month

(400-800)

Call Load Month

(801-1500)

Call Load Month

(>1500)

1 Manager B. Tech / Diploma NA NA 1

2 CRO 12th Pass / Any Graduate 1 2 3

3 Account Person

B. Com NA 1

4 Store Person Any Graduate 1 1

5 Team Leader ITI with Min 5 Years work relevant experience

1 2 2

6 Technician (Ref + AC)

ITI or 3-5 Years of relevant field experience

Based on Call Type wise productivity and area mapping (Discussion with ASM/BSM)

7 Asst. Technician

ITI Fresher or 10th Pass Fresher

Should be 2 Extra from Technicians, Asst. Technician = Technicians + 2

8 Workshop Technician

Work Experience of Gas Charging minimum with 5 Years

1 1 2

Roles & Responsibilities

Manager

1. Team Management and review

2. Daily review of activities

3. Morning meeting

4. Discussion of pending issues with local ASM or ASP Supervisor

5. Field Failure Report follow up and feedback to organization

6. Revenue

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7. Hygiene of Centre

8. Information sharing

9. Timely submission of AMC documents

10. Monthly Claim Submission

11. Quarterly reconciliation of accounts

12. Responsible for maintaining and keeping record of the relevant documents.

Customer Relationship Officer (CRO)

1. Handling Phone calls (Incoming & Outgoing)

2. Call Marking Process

3. Employee Master updating

4. CRM Management

5. Formats and Necessary updates

6. Tracking SMS closure & technicians productivity (Daily basis)

7. Pending calls feedback

8. Part pending follow up

9. Customer Unit Replacement/Refund

10. Escalation Handling

11. Responsible for Hard Closure of calls in CRM

Team Leader

Team leader main responsibility is to monitor and tracking of technicians’ productivity, whose

are reporting to him.

1. Proper defect code / critical complaints

2. Hygiene – Job Sheet, Technician, Tool Kit

3. Uses of Technician Mobile Application

4. Ensuring uses of PPE (Safety Gears) with tracker

5. Technical support to field team.

6. Critical Escalations (Management of JCH)

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7. Identifying issues and providing IFR’s

8. Productivity of technicians

9. Calibration of Tools and gauges.

10. Responsible for Service KPIs

11. Responsible for Soft Closure

IFR Format is as per Annexure 10

Account Person

Handling commercial transactions.

Maintaining of statuary requirement

Submission of Service Claims.

Maintaining data of collection and disposition of revenue.

Claim settlement of staff (Technician / Team Leader / CRO / Manager)

Reconciliation of balance confirmation certificate (Commercial & Spares) with JCH-IN once in

quarter.

Store Person

Maintain Hygiene of Store

Maintaining of MSL of Spares and Ryoku Accessories.

Maintaining gases and other outside purchase

Indenting Spare parts & Accessories from related JCH-IN store.

Maintaining of Tool Kits

Spare Parts Management – Arrangement, Replacement, & stocking of spare parts.

Responsible for reverse logistics

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Note: Based on call load assumptions manpower with their responsibilities are

decided, In case of “NA” cases the responsibility will be assigned to Manager and Accountant →

CRO and Store Person → Team Leader.

Calls

On basis on technician competency level, ASP CRO has to transfer calls to technicians. In current scenario

following types of customer calls are available in CRM system.

1. Breakdown

2. Service / PMS – Preventive Maintenance Service

3. DOA – Dead On Arrival

4. Installation

5. Pre Installation

6. Re-Installation

Tools & Equipment

A. Safety Gears – For All Technicians

B. Breakdown Tool Kits

C. PMS Tool Kits

D. Installation Tool Kits with drill machine

E. Refrigerator Tool Kits

F. Gas Charging Tool Kits – R22 Gas

G. Gas Charging Tool Kits – R410a Gas

H. Gas Charging Tool Kits – R32 Gas

I. Workshop Tool Kits

J. Vacuum Pump – 2 Stage

K. Gas Cylinders – ISI certified

In case of ASP who is receiving calls more than 800 per month gas charging at workshop to be

done by automated unit of gas charging.

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Mentioned tools shall have certification for required safety & quality.

Tools’ list for respective tool kit is as per annexure 1.

CRM

CRM accessibility & implementation is compulsory and basic tool for all ASPs.

Every individual ASP will have their User Id and password for CRM.

To access CRM computer should have Internet Explorer-6.

For further details regarding CRM, refer the “CRM Manual”.

Daily Activities and Processes

Morning Meeting at Centre

1. Morning Briefing

2. Discussion about previous day calls registration and closure

3. Ageing (More than 2 day calls) and Escalation Calls Discussion.

4. Individual Performance based on Calls closed / AMC collection / to be Collected

5. Sharing of Service bulletin or technical Information

6. Random toolkit inspection for quality check.

7. Discussion about improper job sheet filling, defect code, parameters etc.

8. Product Performance feedback (FFR).

9. Proper communication with customer

10. Sharing of any circular or scheme launched by the company.

11. Discussion about safety habits and use of PPE in routine work.

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Boards Update

1. Update of Board without Fail

*Please refer to the mentioned format for board updates.

Summary of Calls in Board 1

OP

ENIN

G B

ALA

NC

E

CA

LL R

EG

SMS

CLO

SED

HA

RD

CLO

SED

SYST

EM P

END

ING

AC

TUA

L P

END

ING

>3

DA

Y

PA

RT

PEN

DIN

G

REV

ENU

E YE

STER

DA

Y

AM

C Y

ESTE

RD

AY

Technician and Revenue Details Technician wise in Board 2

TECHNICIAN

NAME

YESTERDAY CALLS

CLOSED

CALLS GIVEN

TODAY

AMC

YESTERDAY

OTHER

REVENUE

ACCESSORIES

SALE

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Workshop Board

Call

Number

Unit Collected

Date

Nature of

Complaint

Parts

Requirement

Expected Date of

Delivery

Remarks

Notice Board

Information sharing related to Technical Bulletin and other information

Technician Checklist

Purpose of daily check list is to ensure that our technician must look and behave like Hitachi

representative. In order to do that a check list is prepared same as of HCS Centre.

Daily Checklist format is as per annexure 2.

Route Chart

Route chart of a technician can be extract from CRM based on allocated calls to him.

The same has to be print and maintain in every individual technician file.

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Routine Activities and Processes

Job Sheet

Uses of Technician Application is mandatory to all the technicians.

Job sheet is the most important document as a proof that unit have been rectified, it can be helpful in

future. Mentioned activities must be completed for successful filling of Job Sheet.

1. Technician Observation

2. Action Taken Code.

3. Part Pendency Details.

4. Visit Details with each visit of Technicians.

5. Technician Signature with date.

6. Customer Signature with Mobile No.

7. Satisfaction Level to be marked

8. Customer Delight Number

9. CRM Invoice number

ASP has to maintain record of Job Sheet for at least for 3 years after that he has to submit all job sheet in

proper packing with month-wise details to local HCS.

Job Sheet format is as per annexure 3.

Call Marking Process

This is a routine process of CRO working and in the same CRO has to follow following steps:

1. Call to customer within 4 hours of registration of customer complaint.

2. Fix appointment with customer as per his suitable timings. Please note timing slot should be for 2 hours.

3. Ask product problem which customer is facing for improving First Time Fix and call closure TAT.

4. Understand exact location of customer premises.

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J1C (Reminder Calls) Process

The process has been introduced to give time to time feedback to customer on the progress of his pending

complaint. This process also has to drive by CRO or Team Leader. Process steps are as follows:

1. After first visit of technician if customer complaint is pending for spare or gas charging or any other

thing the same needs to update to customer with exact timeline.

2. If there is any deviation in resolving the complaint in committed time the same needs to update again

to customer.

3. Customers should be updated in case of Pending calls >2 days.

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Spare Parts

Minimum Stock Level (MSL)

1. MSL to be maintained & Report should be readily available.

2. MSL should be reviewed weekly & report should be sent to concerned Branch Store In charge.

3. Part pending calls should be updated in the system and report should be sent to spares person

of HCS.

4. If Spare part is not available in Branch, then Escalation should be on mail for arrangement of

those parts.

5. Spare parts should be received by Technicians with the tracking records with their Serial Nos.

6. Spare Person should be directly in Touch with Store In charge of that concern Branch.

7. Spare Person should maintain the file for Stock, that which part is short and which part he is

required as per customer call.

8. Defective parts should be properly filled for B2B.

Defective tag is as per annexure - 11

Few parts can be taken on loan from company as per Loan policy which are high in cost and low in

consumption, Process flow is mentioned below.

Process flow for receiving parts on loan

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Annual Maintenance Contract

To provide hassle free and timely services to customers of JCH-IN having maintenance contracts for all the

products. In which customer is having various options to choose.

Currently 3 types of contracts JCH-IN having as follows:

1. Preventive Maintenance Contract (Labor Contract)

A. The routine servicing will cover the following :

B. Checking operational performance parameters of Machine.

C. Cleaning of blower, Condenser fan, Air filter, Evaporator coil, Condenser Coil & parts.

*Any extra Services other than what is mentioned in the contract would be on Chargeable basis.

*However for more effective performance of the AC Unit, it is recommended that the air-filter of

the unit must be cleaned regularly (at least on a fortnightly basis) by the owner.

2. Semi Comprehensive Contract

(PREVENTIVE + SEMI –COMPREHENSIVE)

A. JCH-IN shall undertake the repairs or replacement (in case if required) of following components

which are covered under this contract :

(a)Fan Motor (b) Louver Motor (c) Gas Charging (d) Capacitors & Relay (e) Thermostat Switch (f)

Selector Switch. (g)Air Filter (h) Remote Control (i) Fan & Blower (j) For Major Repair at Service

Centre transportation Charges is as actual should be borne by customer

B. The components other than those mentioned above like Sheet Metal Parts, Evaporator Coil,

Condenser coil & plastic components such as front grill “D” Block, Air Deflectors, louvers, etc, are

excluded from the scope of this contract.

3. Comprehensive Contract

(PREVENTIVE + SEMI –COMPREHENSIVE + COMPREHENSIVE)

A. JCH-IN shall undertake the repairs or replacement, (in case if required) of following components

which are covered under this contract :

(a) Fan Motor (b) Louver Motor (c) Gas Charging (d) Capacitors & Relay (e) Thermostat Switch (f)

Selector Switch (g) Air Filter (h) Remote Control (i) Fan & Blower (j) Compressor (k) For Major Repair

at Service Centre transportation Charges is as actual. Should be borne by customer

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B. The components other than those mentioned above like Sheet Metal Parts,

Evaporator Coil, Condenser coil & plastic components such as front grill “D” Block,

Air Deflectors, louvers, etc, are excluded from the scope of this contract.

Benefits of AMC to ASP

1. Retention of Customer

2. Continues Revenue Earning through AMC

3. Direct /Constant touch with Customers.

4. Repeat Business.

5. Call Load Balancing

6. Peace of Mind to Customer.

7. Better Margins

Process of AMC

1. AMC should be taken in the name of JOHNSON CONTROLS-HITACHI AIR-CONDITIONING INDIA

LIMITED.

2. Payment can be collected from customer in form of cash, Cheque/DD or through Paytm.

3. If Payment is collected in form of Cash that should be deposited into HCS Centre.

4. If Payment is collected in form of Cheque or DD then also it will have to be deposited into the

Centre.

5. ASP will be given a sales commission of 10% of AMC value as sales commission and would also be

given parts, per call charges.

6. In this all spares will be provided by Hitachi against the AMC.

7. AMC includes - AMC Documents, Cheque, and TCR. These three things are mandatory.

Note:

Only 1 machine AMC can be sold on 1 preprinted stationary in case of multiple units equal number of

forms to be fill. In case of customer is having >10 units please consult with JCH-IN branch for different

format for AMC.

No AMC should be taken in directly ASP name. It will attract penalty.

In case of Out Warranty Complaint, AMC can be taken after repair only.

In case of Out of warranty unit inspection of unit is mandatory to check the condition of unit.

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ASP is responsible to capture correct Model number & Serial number of unit.

No Payout will be made in case of within 30 days of AMC purchase unit get complaint.

The same needs be done by ASP and cost repair cost including material will be borne by ASP only.

ASP is fully responsible for Uses of Preprinted AMC Stationary. Value of each stationary should not exceed

more than 10,000/-.

In case of any cancellation of AMC all copies should be return to JCH-IN branch with proper reason.

In case of any theft/misplace, FIR copy will be required for cancellation.

Any misuses of stationary will attract to penalty.

In order to control the delay in AMC Submission by the ASP’s and to ensure that there is a discipline

followed by the ASP’s while submitting the AMC Documents the below penalty structure:

Duration (Submission to HCS Centre) Deduction from ASP AMC Commission (%)

Upto 72 Hours of Collection from customer 0

After 72 Hours to 7 Days 10

After 7 Days to 15 Days 25

After 15 Days to 25 Days 50

After 25 Days 100

The Penalty as per the above chart would be applicable on the ASP AMC Commission.

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Training

JCH-IN has started Engineering Excellence Centers (EEC) to train our force of technicians / Assistant Technicians/ CRO / Team Leaders.

Training is an ongoing process to upgrade skills of existing manpower. We at JCH-IN believe that training of a manpower is helpful in term of customer experience also and for that we use to do various kind of training in routine basis.

Training is mandatory for all the manpower which include CRO, Team Leader, Technician and Helper.

As a process every new joinee at ASP place should be train by JCH-IN trainer and after that only he can start work in field.

There are 3 types of training available with JCH-IN as follows:

1. Safety Training

2. CRM Training

3. Behavioral Training

This training is applicable on all employees of ASP. Everyone must attend this training regularly as per

training calendar.

4. Product Technical Training

This training is applicable for all technicians, team leaders and helpers.

5. Skill Upgradation Training

This training is applicable for existing technician for revisit and review of their skills.

6. New Product Training

This training is for all team leaders, technicians and helpers so that they should be update with product

before product goes to field.

This is responsibility of ASP owner that their staff participate in training programs when they get

nominated.

Uniform & Identity Card

We at JCH-IN believes in skilled manpower along with personal grooming. In view of the same we have

designed a complete uniform for technical team and office staff. ASP has to ensure that at the time of

visit to customer place technical team wear proper uniform and maintain hygiene.

The list of uniform is as follows:

1. Identity card

2. Uniform Shirt with trouser

3. Safety Shoes

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4. Safety Glasses

5. Shoe Cover

6. Gloves

Note : When entering the customer premises the technician has to introduce himself by displaying the

I- Card.

ID Card Format

*Identity Card and Uniform shirt with trouser will provided by JCH-IN on chargeable basis.

Safety

Safety is of individual but responsibility if for all of us, because it does not only affect the individual but all

associated with the individual.

Education for safety is very much important and for that Safety should be discuss in every morning

meeting.

ASP has to ensure that technician is going and working in field with proper safety tools and equipment.

Fire Extinguisher to be place in accessible area.

Calibrated & refill on time.

Operating training of all staff including technicians and helpers.

Safety Posters to be displayed.

ASPs must have 30% safety kit of total Team count. A list of equipment which required under Safety kit is

attached as per Annexure - 5.

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Payout – In-Warranty and AMC Calls 1. The Associate Service Provider expressly agrees to carry out the service at the rate agreed between the

parties varies from time to time.

2. The Associate Service Provider agrees to submit the bills for the service carried out within the time

specified by Company and the payment of respective bills shall be released on specific dates as fixed

by the Company. At the time of submission of bill, Associate Service Provider shall submit the service

report without any adverse remark of the customer with the Company.

3. Payment by Company shall be subject to deduction of tax at source at applicable rate and any other

applicable tax, cess, etc.

4. The Parties herein agree that Company shall not guarantee any minimum payment to the Associate

Service Provider for any period whatsoever.

5. Bill generation Cycle is 21st to 20th of Every Month.

6. Bill should be submitted by 25th of every month to concerned branch after proper validation.

7. Bill should be verified by ASP Owner & ASP Supervisor.

8. Audit will be conducted randomly for all Job sheets, hence for subjected bills, all job sheets should be

completed with required / supporting documents.

9. Balance confirmation to be signed & submit in every 3 months. In case of discrepancy same needs to

be mention in balance confirmation. Else no previous claim will be entertained.

Payouts Structure is attached as per annexure 6.

JCH-IN Sharing on out warranty and installation calls 1. A fix sharing on out warranty calls and installation calls whose are not under free scheme will be

charge (Parameters are fixed as annexure 8).

2. Technician should provide cash receipt (TCR) to the customer for the amount collected. While

closing the call the CRO will ensure the TCR number & amount collected are entered correctly in

CRM.

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Reward and Penalty

It is always important to award good performance and penalize bad one. Fraud / Wrong practices are

strictly No-No and therefore this Reward & Penalty matrix have been implemented.

Reward & Penalty applicable will be communicated on time to time basis.

Support from Hitachi Glow Sign Board Safety Posters Dealership Certificate Employee ID Cards AMC Stationary

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Annexure - 1 Tool Kits and Other Equipment

Service Station

Sl. No. Description Specs. Qty. Cat.

VED Remarks

01 Pipe Plier 8” 1 V

02 Spirit Level 8” 1 V

03 Phase tester 1 V

04 Clamp on Meter 100A range 1 V

05 Brazing Torch Assembly / LPG GPK 1 V

06 Grip Plier Std 1 V

07 Screw Driver – Philips head 10”, 6”, 8” Thin 1 E

10 Screw Driver – Flat Insulated 8” 1 E

11 Screw Spanner 6”, 10” 1 E

12 Combination Plier Insulated 8” 1 E

13 Nose Plier 8” 1 E

14 Fixed Spanner Set No. 6 to 32 1 E

15 Box Spanner with sliding bar 510mm No 10 to 15 1 E

16 Allen Key Set & Allen Key “T” Rod Inch & mm. Both 1 E

17 Small File Set Flat, Round, Triangular 8” 1 E

18 Hammer 800, 100 grams 1 E

19 Plastic hammer / Mallet Std. 1 E

20 Chisel Flat 6” 1 E

21 Hack-saw adjustable 12” 1 E

22 Hack-saw small 6” 1 E

23 Centre punch 4” 1 E

24 Scissor / Knife 8” 1 E

25 Tin Cutter 12” 1 E

26 Steel measuring tape 2Mtrs 1 E

27 Steel wire brush Std. 1 E

28 Brass wire brush 1 E

29 Plastic wire brush 1 E

30 Torch 1 E

31 Electric hand drill 10mm 1 E

32 Bench vice 6” 1 E

33 Test Lamp 1 E

34 Soldering Iron 40 watts 1 E

35 Air Blower 1 E

36 Water tank 1 E

37 Working Trolleys 2 E

38 Nitrogen Cylinder/ Regulator Std 1 E

39 Stocking Rack 1 E

40 Steel Cupboard Std 1 E

41 Ele. Circuit testing board 1 E

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42 Weighing Scale 5Kg 1 E

43 Cable wire crimping tool 1.5-2.5 s.mm 1 E

44 Cutter Plier 8” 1 D

45 Ring Spanner No 10 to 17 1 D

46 Air-compressor 1 D

47 Bench / portable Grinder 1/2hp 1 D

Service Station – Special Tools & Equipment Sl. No. Description Specs. Qty. Cat.

VED Remarks

01 Flaring tool with York Std 1 V

02 Swaging Tool Std 1 V

03 Pinch-off Tool Std 1 V

04 Tube Cutter Std. 1 V

05 Gauge manifold Std. 1 V

06 Accurate Tube bender 3/8, 1/2, 5/8” Set 1 V

07 Flexible Charging line OR Capillary with flare nuts 1/4" X ¼"

1/4" x 1/4" 3 V

08 Compound Gauge 30-0-150 psig 1 V

09 Pressure Gauge 0-300 psig 1 V

10 Pressure Gauge 0-500 psig 1 V

11 Vacuum Pump 1 hp d.s. 1 V

12 Digital Thermometer 1 V

13 Sling Psychrometer 1 V

14 Wire Crimping Tool 1 V

15 Hand shut off valve 2 E

16 Cylinder / Angle valve 2 E

17 Valve Key Ratchet 9/16" - 1/2" 1 E

18 Gas charging board 1 E

19 Vaccum Pump portable 1/2 hp ds 1 E

20 Fins Comb 13-14-16 FPI 1 E

21 Pinch - off Valve 1 E

22 Refrigerant Cylinder 3 & 5 Kg 1 E

23 Meggar 1 E

24 Weighing Balance 1 D

25 Lighter 1 D

26 Heat load calculation software 1 D

27 Duct Designing software 1 D

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Miscellaneous Materials

01 Brass Flare nuts.

02 Brass Connector Straight / Angle

03 Copper Tubing O.D. 1/4, 5/16, 3/8, 1/2 & 5/8"

04 Phos Copper Brazing rod.

05 Silver Brazing Rod

06 Soft soldering wire

07 Fuse wire

08 Insulation tape

09 Teflon Tape

10 Drill Bit 1/8", 1/4" etc.

11 Wire fastener Straight / Angle

12 Cotton Waste

13 3 Core Cable 2.5mm square

14 Flexible wire 80/.20 single core

15 P U foam insulation sheet 4mm

Tool Bag for Installation

Sl. No. Description Specs. Qty. Cat. VED

Remarks

01 Spirit Level 8” 1 V

02 Phase tester 1 V

03 Clamp on Meter 100A range 1 V

04 Allen Key set 4, 5, 8mm 1 V

05 Screw Driver – Philips head 10” 1 E

06 Screw Driver – Philips head 8” Thin 1 E

07 Screw Driver – Philips head 6” 1 E

08 Screw Driver – Flat Insulated 8” 1 E

09 Screw Spanner 6” 1 E

10 Screw Spanner 10” 1 E

11 Combination Plier Insulated 8” 1 E

12 Nose Plier 8” 1 E

13 Hammer 100 grams 1 E

14 Rawal Punch Std. 1 E

15 Hack-saw small 6” 1 E

16 Scissor / Knife 8” 1 E

17 Steel measuring tape 2Mtrs 1 E

18 Torch 1 E

19 Cylinder Keys/ Rachet 1 E

20 Electric hand drill 10mm 1 E

21 Test Lamp 1 E

22 Fixed Spanner set 10 - 11 1 E

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23 Box spanner set 10 - 14 2 E

24 Small file set ( flat, Round, Triangular) 8 " 1 E

25 Weighing Scale 5Kg 1 E

26 Cutter Plier 8” 1 D

Special Tools & Equipment

01 Flaring Tool with York Std. set 1 V

02 Sweding tool Std. set 1 V

03 Pinch - off Tool Std 1 V

04 Tube Cutter Std 1 V

05 Gauge Manifold Std 1 V

06 Tube bender Atlas/universal 1 V

07 Compound Gauge 30-0-150 psig

1 V

08 Pressure Gauge 0-300 psig 0 - 300 psig 1 V

09 Pressure Gauge 0-500 psig 0 - 500 psig 1 V

10 Vaccum Pump Portable(Double stage)

1/2 HP 1 V

11 Digital Thermometer 1 V

12 Flexible charging line or Capillary with flare nut.

3 V

13 Wire Crimping Tool 1 V

14 Cylinde / Angle Valve 1/4" 1 E

15 Valve Key Rachet. 1 E

16 Fins Comb 13-14-16 FBI

1 E

Miscellaneous Materials

01 Brass Flare nuts. 08 Insulation tape

02 Brass Connector Straight / Angle 09 Drill Bit 1/8”, ¼” etc.

03 Copper Tubing O.D. 1/4, 5/16, 3/8, 1/2 & 5/8"

10 Wire fastener Straight / Angle

04 Phos Copper Brazing rod. 11 Cotton Waste

05 Silver Brazing Rod 12 3 Core Cable 2.5 mm square

06 Soft soldering wire 13 Flexible wire 80/.02 single core

07 Fuse wire 14 P U foam insulation sheet 4 mm

Note: We recommend using the tools and equipment of renowned brands.

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R410A Tool Kit

Sl.No Description Qty

1 Gauge Manifold with 3 charging line (Aluminum Body)

1

2 Adaptor - 5/16" 1

3 Torque Wrench (26 MM X 55 MM - 550 KFG.CM) Torque Wrench (29 MM X 65 MM - 650 KFG.CM)

1

4 Eccentric Rehang Flaring Tool 1

5 Burr Remover 1

6 Tool Bag 1

PMS KIT


1 Air Blower 1

2 Allen Key Set & Allen Key “T”Rod 1

3 Cable wire crimping tool 1

4 Clamp on Meter 1

5 Combination Plier Insulated 1

6 Digital Thermometer 1

7 Fins Comb 1

8 Fixed Spanner Set 1

9 Nose Plier 1

10 Phase tester 1

11 Scissor / Knife 1

12 Screw Driver – Philips head 10" 1

13 Screw Driver – Philips head 2*200" 1

14 Screw Driver – Philips head 861*150 1

15 Screw Spanner 10" 1

16 wire brush 1

17 Tool Bag 1

Trouble Shooting Kit

Sr. No. Description Qty RED

1 Allen Key Set & Allen Key “T”Rod 1

2 Cable wire crimping tool 1

3 Clamp on Meter 1

4 Combination Plier Insulated 1

5 Compound Gauge 1

6 Digital Thermometer 1

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7 Fins Comb 1

8 Fixed Spanner Set 1

9 Flaring / swaging tool / Tube cutter 1

10 Flexible Charging line 1

11 Nose Plier 1

12 Phase tester 1

13 Rust remover 1

14 Scissor / Knife 1

15 Screw Driver – Philips head 10" 1

16 Screw Driver – Philips head 2*200" 1

17 Screw Spanner 6" 1

18 Small File Set Flat, Round, Triangular 1

19 Soldering Iron 1

20 Spirit Level 1

21 Steel Measuring Tape 1

22 Valve Key Ratchet 1

23 wire brush 1

24 TOOL BAG 1

25 Weighing Balance 1

26 gas cylinders 1

26 vacuum pump 1

Refrigerator Kit


1 Electric leak detection device 1

2 Two stage rotary vane pump 1

3 Digital thermometer 1

4 T -Box Spanner[ 24-26] with long handle 1

5 Tool Bag 1

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Annexure - 2 Technician Check List

DATE

S No.

EMP.CODE Employee

Name Designation

TIME PPE

UNIFORM CLEAN SHAVE

BLACK SHOES REMARKs

1 CRO

2 CRO

3 TL

4 ASP SUP

5 Technician

6 Technician

7 Technician

8 Technician

9 Technician

10 Technician

11 Technician

12 Technician

13 Technician

14 Technician

15 Technician

16 Technician

17 Technician

18 Technician

19 Technician

20 Technician

21 Technician

22 Assistant

23 Assistant

24 Assistant

25 Assistant

26 Assistant

27 Assistant

ASP OWNER SIGNATURE

ASP SUPERVISOR SIGNATURE

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Annexure - 3 Job Sheet

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Annexure – 4 a AMC Price List – B2C Products

Category Ordinary

Semi Comprehensive

(w/o Compressor)

Comprehensive Semi

Comprehensive without Coil

Comprehensive Without Coil

Capacity List List List List List

WAC

0.75 900 1400 2600 2000 3500

1.00 & 1.10

1000 2000 3200 3300 4400

1.50 1200 2200 3300 3400 4500

2.00 1200 2300 3400 3500 4600

SAC

0.80 & 0.90

1200 2600 3200 3000 3500

1.00 & 1.20

1400 3100 4300 4300 5800

1.50 1600 3300 4500 4500 6000

1.80 & 2.00

1600 3400 4700 4700 6200

2.20 1800 3600 5600 5000 6400

3.00 2600 5000 6200 5500 7200

4.00 2600 5700 7500 6200 8500

Inverter

1.00 1400 4300 6500 5600 8000

1.20 1400 4300 6500 5600 8000

1.50 1800 4500 7000 5800 8500

2.00 2000 4700 7200 6000 9000

I CIean

1.20 1600 4300 6500 5600 8000

1.50 1600 4500 7000 5800 8500

2.00 1800 4700 7200 6000 9000

Atom XL SAC

2.75 2600 5200 7000 6000 8000

3.50 2600 5800 7250 6500 8300

Atom Square

1.50 2240 5000 6500 5600 7500

2.00 2240 5200 6800 5800 8000

The above prices are subject to change without prior notice & supersedes all previous price lists

All applicable local levies and taxes shall be extra

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Annexure – 4 b AMC Price List – B2B Products

Category Ordinary Semi Comprehensive

(w/o Compressor) Comprehensive

Capacity List List List

Cassette

1.50 2500 5200 6500

2.00 2800 5560 6950

3.00 3100 6100 7500

4.00 3500 8800 11000

Tower

1.50 1800 4560 5700

2.00 2300 5080 6350

4.00 3500 7600 9500

HAT

1.50 1800 3200 4000

2.00 1800 3600 4500

3.00 2100 5600 7000

4.00 2800 6400 8000

5.00 3500 7200 9000

7.50 5250 10800 13500

Ductable

3.00 2100 5600 7000

4.00 2800 6400 8000

4.30 2800 6800 8500

5.00 3500 7200 9000

5.50 3500 9600 12000

7.50 5250 10800 13500

8.50 5750 13600 17000

10.00 6300 16000 20000

11.00 6300 17600 22000

16.50 6300 25600 32000

The above prices are subject to change without prior notice & supersedes all previous price lists

All applicable local levies and taxes shall be extra

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Annexure - 5 Safety Kits

Sr No ITEM Description

1 HDPE Safety helmet with Ratchet

2 Full Body Safety Harness

3 Polyamide Rope 14 MM Dias & 10 Mtr Length

4 Safety Fall Arrester

5 Polycarbonate Safety Goggles

6 Rubber Coated Safety Gloves

7 Multi Utility Tool Kit Bag

8 Safety Equipment Bags

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Annexure - 6 Escalation Matrix

Levels Designation Name of Person Number Email Id

Level – 1 ASM / TSM

Level – 2 BSM / SH

Level – 3 RSM / RSI

Level – 4 RSH

Level – 5 NSH

Name, number and Email id will be provided at the time of handing over documents.

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Annexure - 7 IW & AMC Payout Structure

Call Charges (Excluding Tax)

Incentives

Call Type Base Payout

CDN Call Closure Incentive

<24 Hrs

24 - 72 Hrs

>72 Hrs

Breakdown / DOA (AC) 150 25 50 30 0

Pre-Sale (AC, REF, AP, WM, VC) 75 0 0 0 0

Demo (AC) 75 25 0 0 0

PMS (Dry Service) (AC) (Except System Generated PMS Call) 150 25 0 0 0

PMS (Wet service) (AC) (Except System Generated PMS Call) 150 25 0 0 0

Gas Charging WAC, including transportation 1400 25 50 30 0

Gas Charging SAC (R22), including transportation 1400 25 50 30 0

Gas Charging SAC (410A & R32), including transportation 1500 25 50 30 0

Gas Top Up WAC / SAC, including transportation (In case of No Leakage found)

500 25 50 30 0

Dismantle & Re-Installation WAC (In case of Unit Replacement only) 400 25 0 0 0

Dismantle & Re-Installation SAC (In case of Unit Replacement only) 1200 25 0 0 0

Compressor Replacement – WAC along with Gas Charging including transportation

1400 25 50 30 0

Compressor Replacement - SAC (R-22) along with Gas Charging including transportation

1600 25 50 30 0

Compressor Replacement - SAC (R-410 & R32) along with Gas Charging including transportation

1700 25 50 30 0

Transportation charges for replacement cases of ODU / IDU – SAC 300 0

Gas Charging WAC and Part Replaced, including transportation 1400 25 50 30 0

Gas Charging SAC (R22) and Part Replaced, including transportation 1400 25 50 30 0

Gas Charging SAC (410A & R32) and Part Replaced, including transportation

1500 25 50 30 0

Demo for HA (Refrigerator / Air Purifier/Vacuum Cleaner/WM) 150 25 0 0 0

Refrigerator Gas Charging including transportation as required 700 25 50 30 0

Refrigerator Compressor Replacement along with Gas Charging including transportation as required.

800 25 50 30 0

HA (Washing Machine / Air Purifier/Ref/VC) Breakdown 150 25 50 30 0

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Annexure - 8

OW Charges List from Customer

OUT WARRANTY CALLS CHARGES INCLUDING TAX

Sr. No. Description

Window AC

(INR) Split AC

(INR) Refrigerator

(INR)

Washing Machine

(INR)

JCH-IN Sharing on labor charges (Including Tax)

1 Visit / Inspection / Normal trouble shooting charges 500 500 500 500 20%

2 Paid Service Charges – Wet 750 900 NA NA 20%

3 Paid Service Charges – Dry 500 650 NA NA 20%

4 Standard Installation 550 1550 NA NA 20%

5 Dismantling 550 900 NA NA 20%

6 Re-Installation 550 1550 NA NA 20%

7 Trenching Work (Chiseling) NA 50/- mtr NA NA

8 Motor Replacement Charges 900 900 NA NA 20%

9 Fan Motor Replacement Charges – IDU NA 900 NA NA 20%

10 Clutch Assemble Replacement NA NA NA 900 20%

11

Coil/Exp. Valve/Compressor Replacement (Including Gas Charging) 3000 3500 3000 NA

20%

12

Extra Copper Piping with Insulation and Electrical Wire NA

750/- per mtr NA NA

13

Standard Gas Charging - Excluding Compressor(Including Visit Charges) 2250 2750 NA NA 20%

14 Standard Gas Charging - upto 400 ltrs NA NA 2500 NA 20%

15 Standard Gas Charging - 400 - 600 ltrs NA NA 2500 NA 20%

16 Standard Gas Charging - 600 ltrs and above NA NA 2500 NA 20%

17 Standard Wall Bracket NA 900 NA NA

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Annexure – 9 Accessories

Voltage Stabilizers Copper Tubes Wall Bracket

Ryoku Indoor Units Compressors

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Annexure – 10

IFR Format

Important Failure Report

Report to: HO Service Operation

(1) Issue ( need replay : YES / NO ) (Prod / LOC / YY/ MON / No:) Select

(2) Interim Report

(3) Final Report

Information of (select Yes / No) Official Intervention (select Yes/No)

1.New Product Immediate 1.Police

2. Critical Complaint 2.Fire Department

3.Repeated Failure 3.Consumer Center

4. PS (Product Safety) 4.Mass Communications

5.Others (Spare Parts etc.) 5.Other ( Overseas off ice)

Model Description :

Customer's Name :

Customer's Location : Mc. Invoice Date:

Cust. Complaint : Mc.Inst./ comm. Dt :

Detail of complaint / failure ( Part / Mc. detail & condition at Site )

Call No: Date Complaint

Action taken at site ( w rite any parameters mesured, repairs / replacement done at site to resolve the complaint )

Remarks / Suggestion :

Status of Call ( Closed / Pending /

under observation) Pending

(IFR) reference No. by Location

HO Service Ref. No.

Call Date

Call / FSR No.

Issued by (HHLI Region Select) North

Final Report Date

QM Reply Dt:

QM / HO Service Ref.

Mc./ ODU Sr. No: Dt. Of Purchase / Inst.: 10/06/2018

Model No: RAW518KUDZ1 IDU Sr. No: Sales / Inst. Dlr. :

Dlr/ HHLI Service Engi.:

Product : AIR CONDITIONER

Dlr. Name & Loc.

Previous Call of same unit OR simillar type failure data & action taken

Action taken ( Repairs or replacement done )

Photo / Sketch

Urgent Support Required :

History of Site / Inst. (* incase of repeat OR Major complaint / failure )

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Annexure – 11

Defective Tag Format

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Annexure – 12

Customer Care Numbers & Mail ID