Serving the enormous and diverse Indian power market in a given response time is a real challenge. Wärtsilä India’s Field Service team, though, does it time and again, with engineers attuned to the diversities of India’s culture, languages and climatic conditions.
Field Service’s primary aim is customer satisfaction. This calls for regular assessment of its performance and improvement initiatives. Field Service has defined six Key Performance Indicators (KPI) for this purpose, four of which relate directly to enhancing customer satisfaction: Customer Delight, Completeness of Delivery, Response Time and Competence Development.
Field Service measures these KPIs every month and in addition provides Customer Relationship On Line (CROL) reports and a customer feedback form after every major overhaul. These feedback mechanisms are an important aid in understanding the customer’s needs and improving the services Wärtsilä India and its Field Service operation offer. Field Service India’s motto is: “The customer gets quality service in the quickest response time!” – to the benefit of both parties.
Wärtsilä’s megawatt base in India totals more than 3830 MW in close to 300 installations. This consists of around 2700 MW in land-based power plants and 1130 MW in marine applications. Wärtsilä India has engineers in six offices. These offices are strategically located within a radius of 500 km from customers, in Delhi, Calcutta, Mumbai, Mangalore, Hyderabad and Chennai.
The following figures summarize the Field Service operation in India:
- A total of 151 service engineers, or one engineer for every 24 MW
- The team is young and dynamic; 77% of the service engineers are aged 20-35
- Wärtsilä India’s service engineers have an average experience of 6 years.
The diverse nature of the Wärtsilä engine population in India demands a wide variety of skilled services, summarized below.
Range of services provided by Wärtsilä India
- Maintenance works
- Major overhauls of 4-stroke engine types
- Troubleshooting and specialized services on 2-stroke engine types
- Major overhauls of non-Wärtsilä engines
- Reconditioning services at our workshop at Khopoli
- Cylinder heads
- Fuel injection valves
- Fuel injection pumps
- Pistons
- Start-up and commissioning of new power plants
- Installation supervisors for new plants
- Consulting services such as technical and energy audits
- Global services (i.e. providing engineers to other countries)
- Special services
- Vibration analysis
- PLC
- Separators
- Turbochargers
- Governors
- EVAC sewage treatment plants
- Repair services for SACO cards (ABB) and AVR (Leroy Somer & Basler) in our electrical workshop at Chennai.
- Development and commissioning of customized data acquisition systems
- Development and commissioning of customized load management systems.
by D S Rajput, Field Service Manager, Wärtsilä India Ltd
