Revamp HVAC Systems with Software

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REVAMPIN HVAC
RATNESH KUMAR MISHRA
HPGD/JA18/0020
SPECIALIZATION: MARKETING MANAGEMENT
WELINGKAR INSTITUTE OF MANAGEMENT
DEVELOPMENT & RESEARCH
DECEMBER 2019

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ACKNOWLEDGEMENT
There are two ways of spreading light, to be candle, or a mirror, which reflects
it. In relation to light of knowledge, this work carried out by me is just a
mirror. There are some candles on the other side of mirror. We wish to express
my gratitude to all of them.
In terms of actual subject matter, Mr.Siraj Patel our supervisor & guide
gave us a great deal of support. He combined expertise, practical orientation,
writing talents and thoroughness, thus forming the ideal team to help us in our
project. I recognize & thank him profusely, for without his ins ight & guidanc e,
this dissertation might’s still be in rough draft format.
Finally I take this opportunit y to extend my deep appreciation to my
colleagues,Comrades & parents. All the effort and hard work result into the
real success of this project.
Ratnesh Kumar Mishra
Place: Pune
Date: 24.11.2019

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INDEX
SR. NO. POINTS
PAGE
NO.
1 Introduction To Company - Blue Star Limited 6-8
2 Product Range For HVAC 8-14
3 Revamp in HVAC 16
4 Revamp Sales Methodology 17-20
5 Revamp Execution 21-23
6 VRF Selection Through Software 24-26
7 Job booking in SAP 27-29
8 HOF 30-41
9 Job costing in Revamp Project 42-44
10 Individual Machine Costing 45-46
11 Towards Digitalization
47
12 Chiller Selection through Software 48
13 New Service Product 48-49
14 Importance of Product Service Operation 50-52
15 Role of a Service Executive 52-54
16 Role of a Revamp Support Function 55-56
17 Article by MK Gandhi 57-58
18 Limitations & Recommendation 59
19 Conclusion 60
20 Bibliography 61

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INTRODUCTION TO COMPANY
Blue Star is India's leading air conditioning and commercial refrigeration company, with an
annual revenue of over ₹4400 crores (over US$ 681 million), a network of 35 offices, 5
modern manufacturing facilities, 2700 employees, 2200 dealers and 600 retailers. Blue Star's
integrated business model of a manufacturer, contractor and after-sales service provider
enables it to offer an end-to-end solution to its customers, which has proved to be a
significant differentiator in the market place. In fact, every third commercial building in India
has a Blue Star product installed.
The Company fulfills the cooling requirements of a large number of corporate, commercial as
well as residential customers. Blue Star has also recently forayed into the residential water
purifiers business with a stylish and differentiated range including India’s first RO+UV Hot
& Cold water purifier; as well as the air purifiers and air coolers businesses. The Company
also offers expertise in allied contracting activities such as electrical, plumbing, fire-fighting
and industrial projects, in order to offer turnkey solutions, apart from execution of specialized
industrial projects.
Blue Star's other businesses include marketing and maintenance of imported professional
electronics and industrial products and systems, which is handled by a wholly owned
subsidiary of the Company called Blue Star Engineering & Electronics Ltd.
The Company has manufacturing facilities at Dadra, Himachal, Wada and Ahmedabad, which
use modern, state-of-the-art manufacturing equipment to ensure that the products have
consistent quality and reliability. The Company has a manufacturing footprint of about 1 lakh
sq m, producing over 300 models across 25 product lines. The Company's mainstay of
product development and R&D has been energy efficiency, coupled with eco-friendly and
sustainable products.
In accordance with the nature of products and markets, business drivers, and competitive
positioning, the lines of business of Blue Star can be segmented as follows:
Electro-Mechanical Projects and Packaged Air Conditioning Systems:

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This business segment covers the design, manufacturing, installation, commissioning and
maintenance of central air conditioning plants, packaged/ducted systems and variable
refrigerant flow (VRF) systems, as well as contracting services in electrification, plumbing
and fire-fighting. After-sales services such as revamp, retrofit and upgrades also form part of
this segment. Blue Star is the largest after-sales AC&R service provider in India, maintaining
around 2 million TR of equipment. Its 24x7 call centre handles over 1 million service calls a
year. Blue Star is present right from understanding the customer requirement to hassle-free
project execution and committed after-sales service i.e. throughout the life cycle of the air
conditioning system.
Unitary Products:
Blue Star offers a wide variety of stylish, contemporary and energy-efficient room air
conditioners for both residential as well as commercial applications; manufactures and
markets a comprehensive range of commercial refrigeration products and cold chain
equipment; water purifiers; air purifiers; and air coolers.
Professional Electronics and Industrial Systems:
For over six decades, Blue Star has been the exclusive distributor in India for many
internationally renowned manufacturers of hi-tech professional electronic equipment and
services, as well as industrial products and systems. It has carved out profitable niches for
itself in most of the specialized markets it operates in, such as Industrial Products and
Systems, Non Destructive Testing, Testing Machines, Data Communication Products &
Services, Testing and Measuring Instruments and Healthcare Systems. This business is
managed by the Company's wholly owned subsidiary, Blue Star Engineering & Electronics.
Blue Star offers one of India’s widest range of air conditioning and commercial refrigeration
products, as well as a comprehensive range of air purifiers, water purifiers, air coolers, cold
storages and specialty products.
The diverse air conditioning product range serves both commercial and residential segments,
and includes a solution for every need. Blue Star serves homes through Precision Inverter,
Split and Window ACs. Commercial complexes and condominiums are served through a
wide range of state-of-the-art VRFs and Ducted Systems. Showrooms, offices and ATMs use
the Company’s commercial solutions including a range of standard Split ACs as well as Mega
Split, Cassette, and Verticool ACs. Blue Star’s Chillers adorn landmark buildings and mega
structures such as airports, malls, hospitals and industrial establishments.
The Company’s commercial refrigeration solutions include Water Coolers, Bottled Water
Dispensers and Deep Freezers, besides Modular Cold Rooms and Ripening Chambers. Blue
Star’s portfolio also offers Medical and Retail Refrigeration equipment, as well as speciality
solutions such as Mortuary Chambers.

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Blue Star’s AC&R range has been further augmented recently by the launch of product
categories such as Water Purifiers, Air Purifiers and Air Coolers, each a complete range of
technologically advanced solutions. The Company’s Water Purifiers use RO+UV technology
and a 3-stage filtration process along with unique features such as cold and hot water,
touchscreen, speech assist and electronic dispensing to deliver absolutely safe and pure
drinking water. The range also includes India’s first hot & cold RO+UV water purifier.
Air pollution has been a subject of focus recently, and interestingly indoor air quality is worse
than the air outdoors in many cases due to closed environments that trap pollutants and
micro-organisms. Blue Star’s range of elegant and contemporary Air Purifiers packed with
advanced features such as SensAir and nanoeTM or Plasma technologies, supported by a
multi-stage filtration process, helps keep the air in homes pure, clean and healthy.
The Company’s Windus range of Air Coolers furthers its cooling expertise. This sleek and
stylish but affordable assortment of products incorporates smart features that are very useful
in cooling spaces, especially in dry climatic regions that require moisture retention.
HVAC (Heating Ventilation Air Conditioning) Product Range-
Blue Star Limited have wide range of HVAC product range , They are as follows
1. RAC:-Room Air Conditioners.
2. CAC:-Commercial Air Conditioners .
3. Centralized Air Conditioners.
RAC:-Room Air Conditioners These type of airconditioners is mostly suitable for small
rooms,offices , School etc .
These is classified into Hiwall split , Cassette , Tower and Mega hiwall split , Window &
Portable .
Hiwall Split:-These type of airconditioners is mounted on the wall having one
indoor(evaporating unit) which is installed the room and outdoor (condensing unit) is kept
outside of room. The capacity is 1TR,1.5TR & 2.0TR.These hiwall unit comes in two range :-
1. Fixed Speed Hiwall split :-These type of hiwall unit works on the principle of cut off and
cut on.
2. Inverter Hiwall Split:-In this type Compressor always at running condition low,medium
& high speed.Here the power consumption is less.
Cassette:-These type of airconditioners is suitable for Hall, Office area , common area , it
comprises of One Indoor Unit , One Outdoor Unit & One Grill .The indoor is installed at
ceiling with the help of threading rod . The outdoor unit is kept outside of room.It is having

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Four way Grill which spreads the Air in the four sides .
Type :-1.Fixed Speed Cassette:- Capacity :- 1.5TR ,2.0TR ,3.0TR & 4.0TR
2.Inverter Cassette :-Capacity :- 2.0TR ,3.0TR & 4.0TR
Tower :-These type of airconditioners is suitable for Marriage Hall , where CFM (Cubic Feet
Meter) Requirement is high . This is vertical in shape , that is why it is called as Verticool
Airconditioners.
Capacity is 2,3 & 4TR .
Mega Hiwall split:-This is suitable for big rooms & open area.
Capacity:-2.5TR & 3.0TR .
Window:-This ac is suitable for small room and server room , it comes In the capacity of
1TR & 1.5TR.
Portable:-This ac is suitable for low airconditioning requirement .This comes in the
capacity 1TR & 1.5TR.When You move the house it moves with you.
CAC:-Commercial Air Conditioners :- This type of airconditioner area is suitable for big
office area , open area, hall , hospitals , colleges etc.
This is classified into :-
A. Ducted Split Airconditioner.
B. Ducted Package Airconditioner.
C. Concealed split Airconditioner
Ducted Split Airconditioner is further classified into two types :-Fixed speed & Inverter .
Fixed speed DS is again subdivided into three categories on the basis of Refrigerant.
Ducted Split Airconditioner with R-22 refrigerant :-Capacity :-3,5.5,8.5,8.75, 11,16,16.5
& 22TR.This type of airconditioner is ceiling suspended unit , The air distribution is done
with the help of GI Duct .DSA comes in two types :-Aircooled & water cooled.
Ducted Split Airconditioner with R-407C refrigerant :-This comes in the same capacity as
R22. This comes with Ecofriendly refrigerant , which Is less harfmul for nature.
Ducted Split Airconditioner with R-410a refrigerant:-This comes in the range of 6,9,12 &
19TR & 22TR.This comes with R-410A refrigerant.
Inverter Ducted Split comes with inverter compressor & R-410a Refrigerant ,This is useful

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for power saving and energy prospect.The range is 5,8,11,16TR.
Ducted Package Airconditioner:-This Type of airconditioner have the compressor inside the
the indoor unit ,Designed to work effectively even in ambient temperatures as high as
50°C .Air-cooled Packaged ACs use air to cool the refrigerant. The IDU contains all the AC
components except the condenser and its fan, which are separately housed in the Outdoor
Unit (ODU).This also is divided into two categories .I Aircooled type .II. Water cooled
type.
I.Aircooled Package unit is further classified into three categories On the basis of
Refrigerant:-
A. Ducted Package Airconditioner with R-22 refrigerant :-Capacity :5.5,,8.75, 11,16.5&
& 22TR.
B.Ducted Package Airconditioner with R-407C refrigerant :-Capacity is same as R-22
range only difference is it comes with eco-friendly refrigerant.
C.Ducted Package Airconditioner with R-410A refrigerant:-Capacity :6,9,12,18 &
24TR .This comes with Ecofriendly refrigerant With R-410a refrigerant.
The Aircooled Ducted Package is further divided into two categories I. Inverter II.Hiper
I. Inverter Package unit :-This comes with Inverter compressor and in the range of
5,8,13.5 ,16 &19TR. This is suitable for longer piping application.
II. Hiper Package unit:-It have 1.5times more CFM than normal package unit , this is
suitable especially for mall area where high air flow is required and number of people is
unexpected.
Water Cooled Ducted Package unit:-Water-cooled Packaged Airconditioners are compact
floor standing units. All components including the condenser are included in the unit. Water
is pumped into the unit to cool therefrigerant and the hot water is returned to external cooling
towers, cooled and recirculated.Only the piping connections for the water cycle and the water
cooling system are external.The electrical control panel is inbuilt at the bottom of the unit.
The new facia controller is mounted on the upper panel section.
III. This comes with R-22 & R407C refrigerant in the capacity of 5.5,11& 16TR.
Concealed SplitAirconditioner:-Easy to conceal, giving you the great look of central air
conditioning along with higher head-room under a false ceiling.It comes in the capacity of
1.5TR & 2.0TR and with R-32 refrigerant.

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3. Centralized Air Conditioner
This type of Airconditioner is useful for manufacturing plants,industries , and suitable for big
applications like hospital , multi store building etc.
This is divided into following categories:-
 VRF (Variable Refrigerant Flow)
 AHU(Air Handling Unit)
 Chiller
 Cooling Tower
VRF :-Variable Refrigerant Flow is a new technology into the market .Bluestar VRF comes
with fully Inverter compressor , Thats why it is called as IVRF .The IVRF System allows you
to select wide range of indoor & outdoor unit.The VRF System reduces the outdoor space as
mutliple indoor can be connected to one VRF odu based on the heat load and machine
selection.The IVRF is suitable to run for ambient temperature around 56’C . Here there is a
flexibility to go upto 1km copper pipe length.The VRF works on the principle on the actual
demand of refrigerant at particular area.

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The VRF is divided into two categories :-
 Aircooled VRF.
 Water Cooled VRF.
The Air cooled VRF comes into two categories :-Top Discharge & Side Discharge.
Top Discharge VRF :-This VRF have Discharge of hot air from top thats why is called top
discharge VRF.The Capacity starts from 7HP to 28HP single ODU .The outdoor can be
combined upto 110HP as one system with the help of copper distribution kit
(Refnuts).Flexibility to work at diverse load conditions.Compatible with BMS , group
controller, wireless controller,mobile app, and AHU.
Side Discharge VRF:-This VRF have Discharge of hot air from front & side thats why is
called side discharge VRF.The capacity starts from 4HP to 12HP.This is further divided into
two categories :-Aircooled model & Heat Pump :-In heat pump; cooling and heating can be
done simultaneously .The piping limitation is upto 120m .

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AHU:-AHU stand s for Air Handling Unit :-is s a device used to regulate and circulate air as
part of a heating, ventilating, and air-conditioning (HVAC) system.The AHU is classified into
two categories :
 HHU:-Horizontal Handling Unit.
 VHU:-Vertical Handling Unit.
AHU can be designed & customized as per site requirement , It can run with Chiller , VRF &
Condensing unit.AHU is designed on the basis of CFM , Row depth , static Pressure etc.
Chiller:-Bluestar have a wide range of Chiller .This is classified as Belows :-
 Process Chiller.
 Scroll Chiller.

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 Screw Chiller .
 Centrifugal Chiller.
Process Chiller :-Blue Star offers Process Chillers for medical, pharmaceutical industries
and varied industrial applications like plastic mould cooling, printing and lamination
processes. These chillers incorporate microprocessor based controls which offer intelligent
cooling and are energy efficient apart from being extremely compact with a small footprint.
Scroll Chiller:-Blue Star offers a wide range of both air cooled and water cooled scroll
chillers with R22, R407c and R410a refrigerant options.These chillers are manufactured at
Blue Star's own ISO 9001 certified factory, with the chiller test bench certified by the Air

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conditioning, Heating and Refrigeration Institute (AHRI). Blue Star scroll chillers, which are
equipped with multiple hermetic scroll compressors, are ideal for various load applications like
medium office spaces, hotels, hospitals, industries, etc.
Screw Chiller:-The Company offers the most comprehensive range of air conditioning
products in the country. A wide range of models are available in each product category to
ensure that the air conditioning system design is implemented without any compromise. All
products have been designed on the energy-efficiency platform, and offer a host of advanced
features.
Centrifugal Chiller:-These centrifugal chillers, certified by the Air conditioning, Heating
and Refrigeration Institute (AHRI), are most reliable and highly energy efficient. The chillers
are tailor-made for each application from a host of highly efficient and highly reliable
semi-hermetic compressors, heat exchangers, motors, etc., making them ideal for large projects
like IT campuses, star hotels, hospitals, industries, etc.

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Revamp In HVAC
Revamp means an act of improving the form, structure, or appearance of something.
Revamping in HVAC generally refers to the replacement of old airconditionig system.
Sometimes it refers as Retrofit job .The
Scope of work defined for Revamp:-
Replacement (whole, part or with addition) of equipment, with or
without low-side equipment and work of any make.
Modifications & Major Repairs, Retrofits, Relocation of equipment.
Addition of new equipment in existing Air-conditioned
Spaces/utility, due to internal changes or enhanced heat
load/capacity requirement.
All of the above is limited to “Existing Air conditioned Spaces/Utility” only.
The revamp HVAC business can be following :-
Replacement of Only Evaporative Unit (Indoor unit).
Replacement of only Condensing unit(Outdoor Unit) with compressor
and without compressor.
Upragadation of old system with new Inverter based system.
AHU With Inverter Condensing unit.
Shifting of one airconditioner to other area with addition of some new machines.
Replacement of AHU coil .
Replacement of Outdoor Unit Aluminium coil with Copper coil.
Change in Ducting , rerouting of Duct .
Replacement of whole machine with same configuration.
Replacement of AHU(Air Handing Unit).

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Revamp Sales Methodology:-
The purpose of this procedure is to explain the process to be followed during
sales for Revamping / Retrofitting of Air conditioning & Refrigeration products.
Case I:-For Private Customers:-

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Case II:-For Tender Job/Government Customer:-

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Reference Records For Revamp Sales:-

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List of documents to be hand over to Execution Engineer:-
 Customer Order copy.
 Advance cheque details (if any).
 Customer correspondences & offers (if any).
 Job Plans or Gantt Chart.
 Costing sheet.
 Commitments made to customer which have to be met during execution
/operation of equipment ( if any ).
 Tender list for makes / specs for items.
 Terms & conditions agreed with customer.
 Supporting offer/quotes from vendor / service providers.
 HOF signed by Sales Executive, AM & Commercial.
 Soft copy of costing sheet / BOQ.
 Other required documents if any.
List of Service / labour works min. 3 quotes to be received from
service provider (subcontractor/associate / vendor )
 Piping works
 Insulation works
 Ducting works
 Electrical works
 Painting works
 Chiller Lifting / Rigging
 AHU installation
 Cold room installation
 All service / labour jobs value > Rs. 25000

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Revamp Execution:-
This Part comes into picture when Revamp Sales Engineer Hand over project to Revamp
Project Engineer.
The process Flow For Revamp Execution is as given below:-

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Reference Records For Revamp Execution:-

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List of Class “A” items to be inspected from Execution
Engineer
 Chiller
 AHU
 Ducted Split AC’s
 Ducted Package AC’s
 Room AC’s
 VRF
 Cooling Tower
 Bought out items / materials / equipments with value > Rs. 5000
List of Service / labour works min. 3 quotes to be received from
service provider ( subcontractor / associate / vendor )
 Piping works
 Insulation works
 Ducting works
 Electrical works
 Painting works
 Chiller Lifting / Rigging
 AHU installation
 Cold room installation
 All service / labour jobs value > Rs. 25000

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VRF Selection Through Software:-
This software enables a easy way for VRF IDU & ODU Selection along with Necessary
Refnut (Copper Distribution kit).Bluestar VRF V plus 1.1 Software is really helpful for
copper pipe length calculation and help to select correct diversity.
Steps for VRF selection:-
1. Open the VRF V plus 1.1 than go to the File Menu >New Project >Fill the required data as
shown in below picture.
Step 2:-Click on next button and pick the refnut and drop it to box and mention the
piping length.

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Step 3:-Drag the Indoor unit which is required and suitable as per site
requirement and drop to add box ,you can mention the location
also.
Step 4:-Select the other IDU and enter the actual Length .Than it
will take automatically the model no And it show the diversity factor

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Step 5:-In the same way we can add more number of Indoor units as
per requirement .Go the File Menu >save the project >If there is no
error than below message will prompt VRF data successfully saved.

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Job/Project Booking in SAP Hana
Steps for Job booking:-
Step 1 :-open the SAP Hana , use the Tcode CJ01 >This code is used
for project code creation.
Step 2:-Enter all the details like start date , finish date ,person responsible ,site address , billing address
etc.with the help of CJ02 t code.

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Step 3 :-Create a Network:-We shall be using standard networks for creating new Network. The
Network structure as seen in CN01 / CN02 will remain same for every Network for a line of
business.A standard template is available for each of the five lines if business.
E.g.: HVAC, CSD, EPD, PPD and IPD
Take the network template (Excel file) available for your line of Business. In the
Network template, we need to update the Actual Operative WBS Element and
the Actual WBS element of Activities as per our Project.
This data from the excel file should then be converted to a text file.
Use transaction code: ZPS_CN21_R
· Enter Processing Mode = N
· Input file: Zoom and select the template. (the saved text file. Give location of the
text file saved in your PC)
· Project definition: Enter your Project
· Execute
· Run transaction code CN23 which will show the uploaded data in display mode.
Check & verify. If any discrepancy is found, take corrective action.
Step 4:- once the Job code is created the following steps is done by commercialand finance team:-
 Cost Estimation Version V99
 Revenue Planning Version V99
 Copy Version V99 to R00.
 Budgeting
 RA Key & Settlement Rule for Projects
 ProjectActivation Stage 1

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Step 5:-SBOM Upload :-SBOM stands Supply Bill of Material,Base for creating BOM upload
template is Customer BOQ. The process of creating BOM upload template is similar to the process
of WBS upload template and the cost plan upload template.
Once SBOM is uploaded than DBOM (Desgin Bill of Material)can be used .
After successful uploading of SBOM & DBOM it can be edited further as per site execution and
accordingly work Order can be issued to respective Vendor who is executing the job with the help
of ME21N T -Code.
Step 6:-PR for Stock Transfer order (STO):-
This procedure is applicable for material being transferred as a General stock
between Factories to Local warehouse or between two local warehouses.
Generate manual PR for the factory item.
Email details to Factory for the requirement.
Release PR
Goods Receipt in warehouse as general stock.
HOF :-Handing Over Form:-
Once machine is successfully installed at site , than Dealer and
technician need to fill the HOF ,where the following points is
mentioned:-
1.Customer Address.

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2. Warranty Start date & End date.
3. Product model number and serial number
4. PMS :Preventive Maintenance Service.
HOF Through App & Website:-
There are three different ways of doing HOF:-
1. By Bar code scan.
2. Register by Invoice.
3. By Bulk posting.
The Process ChartForHOF is as Below:-

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1. Registration By Barcode scan:-
Technician/engineers visit site complete installation, scan serial number
and submit data- Rooms ac’s, WAC,DF, packages acs & cold room
Technician/engineers visit site complete installation, scan serial numberand
submit data- Rooms ac’s, WAC,DF, packages acs & cold room.
Login Home Page – PR - Product Registration Standalone
User – Dealer

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Click on ‘Registration Icon’ to register customer and product details.
Clickon ‘New’;Productregistrationpage will open:-

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 Search customer by clicking on ‘Customer ID’ or by Name, Pin
code, address,mobile number etc.
 If details not available then create new contact.
 To create new customer Click on (+) Icon.
 Address to be entered is the site address of the customer as we
don’t have a concept of Billing and site address while customer
creation.
 Enter Product ‘Serial number’ and Click on Model to get the
Product details automatically fetched and update in the system.

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Step 1. If Customer is registered then details will get populated while
you enter Customer ID or Name. Select customer details accordingly.
Step 2. If customer is not register then perform registration by first
entering Product Details, Customer details and upload the
Attachment.
Once you click on ‘Model number’ after entering Product serial
number
below details will get auto populated.
1. Model Number
2. Brand
3. Product Family
4. Product Sub Family
5. Product Name
6. ERP Invoice No. (ERP means – SAP Invoice number)
‘Registration Information’ just below to Product Information will also
get Auto populated after you enter Product Serial number.
‘Product Commissioning Data’ – Enter Product Commissioning Data
values accordingly just below to Registration Information.
Once you CLICK on (+) Icon new page will get open which call

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Summary under customer page.
Enter Customer details like Customer Name, Sub Type- Residential or
Commercial.
Select customer type Residential or Commercial, for residential
customers select designation as Individual & for Commercial select
designation as per customer.
Address - Below Summary you can update customer Address.State
& City details will get auto populated after entering pin code.
Click on Save to enter details like, Address, Sub Type, Contact details
and Email Address.
We can even search customer that we have registered by Customer
Contact.Now we can see that Registration status is in Draft stage.
Add comments if any, Attach details of the Invoice and we can view
customer product Warranty in Warranty Field.
After Product Details, Customer Details, Attachment and Warranty

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updated in ‘Product Registration Page’ click on ‘Save’ or Register.
Product Registration pop will get flash at the top of the page.
Now that you can view that the product registration status is change
from Draft to Registered and can also find the Registration Number.
Customer will receive Customer ID on registered mobile number and
Product Registration report through email.
2. Registration by Invoice:-

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Here need to select option for Register by Invoice,following is the
procedure:-
Enter ‘Invoice number’ in ERP Invoice No field.
Click on ‘GO’ just aside to channel partner no field to get customer
details.Customer ID will reflect under Customer ID field.Select
Installation Date accordingly.
After entering Invoice number enter ‘Customer ID’ in Customer field
to view customer details.Choose installation date.Click on ‘GO’ to
select the product from Product List.Scroll towards right to click on
‘Find Attachment’ Click on find Attachment to Attach the Invoice.
If there are multiple products than same date of installation will
apply, the date which got selected in the product list.
Select the checkbox, to select products which you want to register.
At a time you can select any number of products from given Invoice.

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Click on ‘Register’ to proceed with Registration by Invoice.
Registration process completion pop will get flash at the top of the page.

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3. Register by Bulk:
In this process need to select the Bulk Registration option
Enter ‘Customer ID’ Comments, Installation Date and Add rows to addmultiple products for Bulk
Registration. To delete any product Click on the check box and then click on Delete option.
Enter Product Serial number in universal search & tap on ‘Go’ to fetch component number.
Module number will getAuto populated.
Click on (+) icon to add attachment or Click on Import to add multiple Products.
Add attachment product image.
We can add 5 rows and then delete 2, if you want to install 3 machines, after that enter product details.
If there are multiple products than same date of installation will apply, the date which got selected in the
product list.

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Click on Import Form.
Click on ‘Register’.

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Click on ‘Register’ to complete bulk registration through Import
Form.Registration details will get flash at the top of the page.
Bulk registration request will get forwarded
to registered email
address

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JOB COSTING IN REVAMP PROJECT:-
It is a very important part in any Revamp Project.It helps one to
understand what is the selling price , what is the profit coming in
job,what is the Margin and on what price we are getting material , and
labour charges for carrying out the project.
Job costing comprises following Factors:-
1. BG/Insurance(Bank Guarantee )/SD(Security Deposit) it can be
ABG /PBG(Advance Bank Guarantee or Performance bank
Gaurantee).This cost is demanded by customer if suppose during the
project execution some damages happen at site than they recover from
it.
2. PFF:-Packaging Forwarding and Freight cost:-This cost is
considered for material packaging ,Delivery and Freight.
3. E& C:-Erection and commissioning :-This cost is taken into
consideration for carrying out the testing and commissioning of
machine.
4. Extended Warranty:-Additional cost for offering More warranty on
the machine.
5. LD :-Liquidated Damage:-It is a clause that take care of to avoid
time overrun of projects and is normally limited to a maximum of
5-10 % of contract value.

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6. Contingency:-This cost is considered if anything went wrong in
project , and some material cost got increased ,than it will help to
recover the same.
7. COQ:-Cost of Quality;The Cost of Quality (COQ) is the money
spent dealing with issues during the project, and then after the project,
to fix any failures.
8. Safety Supervisor:-In many big projects customer demand for one
safety supervisor at site , now sending them at site is again a cost for
the company like fooding ,lodging ,stay ,Travel allowance etc.
Sometimes this cost is considered for one month ,depending upon the
Project end date ,it vary.
9. Run test of Machine:-This cost is considered to take customer to
the Factory and showing them the live testing and performance of the
machine.This cost includes customer food ding ,lodging ,Factory
production cost.
10. Negotiation:- At the Time of finalization of project customer
expect some discount .This cost is considered to create faith in
customer’s mind.This part is not only about the pricing of material ,
but it also includes the payment terms, delivery period,completion
period.

44
11. EGM:-The most important part of job costing is the EGM , i.e
Expected Gross Margin. This is calculated on the basis of on cost and
Selling Price ,on cost means the cost which is coming to Company for
purchase and procurement.The formula is given below.
ceSellingpriton /cos1
12. LP:-Least Price This is the minimum price of material provided
by vendor.For this pricing minimum 3 quotes is taken from different
vendor , out of that whoever will be having lowest cost will be
considered for project costing.
13. MF:-Multiplication Factor is applied automatically to whole
project costing. This helps company to achieve good margin in the
job.
14. Discount:-This is the rebate offered by vendor for material
supply and installation.
15. Hidden cost:-This cost is hidden , and not shown to customer , this
is generally for imported material whose price is depend on the Dollar
rate .
16. Makes:- Some customers require specific make of material ,make
of construction ,which sometimes adds additional cost for purchasing
and procurement. This cost also plays a significant role in job costing.

45
INDIVIDUAL MACHINE COSTING :-
This type of costing is done for small job It can be used for materials
like VRF ,Ductable ,Package etc.
This costing involves the following factors:-
1. TP:- Transfer Price is the Production cost of material which is a
Factory manufacturing cost in preparing that particular material.This
cost is taken from SAP by using VK13 T-code.
2. Freight:-This is cost for delivering the material from Factory to
ware House and ware house to Site .This is generally considered as
5-6% of TP.
3. Insurance :-This is considered for taking of material ,if suppose any
damage happen to material at the time of transit from one to another ,
than some cost can be recovered by insurance.This is generally 0.2 to
0.3 % of TP.
4. Sales Commission:-This is the commission given to dealer for
generating the inquiry and finalizing the same.This is 2% of Selling

46
price.
5. Service Commission:- This is similar to sales commission , but this
is provided for taking care of machine and for service rendered to
customer.
6. TC:-TC stands for Total Cost , this is the summation of
TP,Freight ,insurance , Sales commission & service commission .The
cost incurred from production to delivery .
7. RSP:-Recommended Selling Price :-This price is given by
company to sold material at particular cost.
8. DBP:- Dealer Basic Price:-The price offered by company to dealer
to sell the product. This is generally discounted price on RSP.
9. SP:-Selling Price is the price at which Company will sale the
product to customer ,dealer ,contractor etc.It varies product to product
and customer to customer .
10. Model No:-This is the model no or product part code for which
costing has to be done.
Example sheet is given below:-

47
Towards Digitalization:-
The Documentation had been reduced by the use of below websites
and url. This saves the Paper & Time.
1. http://one.bluestarindia.com/ :-For company Policy.
2. https://bluestar.workline.hr/:-For Employee details.
3. https://starvault.bluestarindia.com/#login:-For Knowledge sharing
and enhancing.
4. https://dbxbluestar.accounts.ondemand.com/saml2/idp/sso/dbxblues
tar.accounts.ondemand.com :-For Uploading PO (Purchase Order).
5. https://epm.datamatics.com/BSL/LoginScreen.aspx:For Invoice
approval of vendors.
6. https://spareparts.bluestarindia.com/ For Checking spares part.

48
Chiller Selection Through Software:-
Blue Star chiller selection software allows Revamp Sales Engineer & Project Engineer to
select the correct Chiller as per site and customer requirement through software .This
software is designed in such a way that it is easy to understand and implement.
New Service Product:-
New service product is value added product to customers to maximize the
efficiency of the product, energy saving, quality of air, water & to improve the
product lifecycle.This NSP also adds value to revamp business , the flow chart is given
below.

49
NSP Product Line Up:-
SNO Product/Services
1 Duct Cleaning
2 UVC Emitters
3 Baccomber
4 ATCS Auto Tube Cleaning System
5 GreenLock
6 IAQ Indoor Air Quality Audit
7 Energy Audit
8 Green Building Audit
9 Arctic Master
10 Eddy Current Testing
11 BMS (Building Management System)
12
13
Flat Belt
Chiller Management System

50
IMPOTANCE OF PRODUCT SERVICE OPERATIONS:
All the product Blue Star sold are service based. Where product need periodic service in
order to maintain it for durable product life cycle and avoid the fatal breakdown expenses
behind it. After Sales of product company provides comprehensive warranty to product like
one year on unit and three or five years on compressor depends on the product as per
company policy. Also company provide the Annual Maintenance Contract and chargeable
service like repair and service, Revamp of units etc. for product post comprehensive
warranty.
In order to fulfill the different customer requirements there is role of service operations. It
also matter to to provide it timely service, quality service to retain the customer to the Brand,
Repeat purchase of product and ultimately the increase in revenue to brand. Prompt and
timely service differentiate the Brand from competitors in the market and buying of product
from market with mouth publicity. Better service of the product will leads to sale of
additional New Service Product (NSP) as per the customer requirements which adds value to
the product in terms of increase in overall life cycle, energy saving, cost saving & healthy life
etc.
Negative publicity of the Brand creates the impact on sales of product, revenue, repeat
business, lost of AMC business, Repair & Service job and Revamp of machines. It also
affects the brand reputation in the market. Many of company now a days takes new initiatives
and goals in order to provide proper service and trying to keep customer connected,
differentiates them selfs from competitors in order to propagate the business.
In order to grow the Brand in the market financially and marginal growth sales need the
Service support. Both Sales and Service need to go hand in hand to achieve the balance
growth.
All the service operation Policy, Company Ethics, Processes, Organization Structure,
Branch offices, Commercial processes has to be customer centric. Though all the
processes are set and working the system are need of periodic improvement, motoring
ad change in the process to grab the different needs of business from the market. In
order to keep the buyers engaged and happy to be retain, provide repeat business to the
organization. For which we will see one by one service operation process and need of
improvement suggestedin this project.
ESA or dealer will update the call ticket to material pending in ServIT portal in call updation.
Part code of the material required is taken from the model wise in spare part portal separately.
Same part code will be booked in ServIT and submit the material request. System will

51
generate the unique MR no. against the every material request. MR no. is booked in SAP and
material given to the local warehouse team. If material available in local warehouse material
will be dispatched immediately else material will be ordered from mother warehouse in
Mumbai or can be arranged from other local branch warehouses as per critical cases.
One side logistic cost for material movement from warehouse to service provider location
will be taken by company. Defective spares service provider has to send by his own cost to
the warehouse. Received material service provider will go to customer place and replaced in
the product. Same time defective is taken from the unit and resubmits to the company.
Service provider will get 45 days time to do this activity else the material cost will be debited.
Same debit note will be given to the service provider.
2. AMC:
Under AMC case material part is defined for scope of work mentioned under dealer scope.
Customer scope and Blue Star scope.
According to scope of work ESA or dealer will update the call ticket to material pending in
ServIT portal in call updation.
To find ou the Part code of the material required is taken form the model wise in spare part
portal separately.
Same part code will be booked in ServIT and submit the material request. System will
generate the unique MR no. against the every material request. MR no. is booked in SAP and
material given to the local warehouse team. If material available in local warehouse material
will be dispatched immediately else material will be ordered form mother warehouse in
Mumbai or can be arranged from other local branch warehouses as per critical cases.
One side logistic cost for material movement from warehouse to service provider location
will be taken by company. Defective spares service provider has to send by his own cost to
the warehouse. Received material service provider will go to customer place and replaced in
the product. Same time defective is taken from the unit and resubmits to the company.
Service provider will get 45 days time to do this activity else the material cost will be debited.
Same debit note will be given to the service provider.
3. Not in contract NIC(Out of warranty):
Under NIC cases dealers/ customers has to send purchase order of spares required.
Same order will be booked in iflow system with part code and rates provided in system.
Order will be processed from back end team name SERCO in SAP system and generates
Sales order for this. If deviation from the marginal level it will be escalated to the manager
levels, which will be booked once it is approved.

52
According to the payment terms spares are billed from the local warehouse. If material not
available it will be billed from nearest warehouse also. Said material will be delivered to the
vendor or customer from company cost transport.
Improvement Area:
1. Material pending calls analysis to be done and penalty given to dealer if found
guilty in following wrong process.
2. MSL planning to be done at branch warehouses.
ROLE OF SERVICE EXECUTIVE IN SERVICE:
Area Executives are assigned with dedicated service area and no. of service centres and sales
and service plus retailers in that area.
Area executives are responsible for Service operations on front line to the customer, dealer &
retailer for their requirements in terms of product service.
For sales and service network executive need to visit, train them into online compliant
management software. As per the requirement of spare part under warrant/ NIC/ AMC cases
need to supply timely workout for MSL stocks to avoid any material crunch situation.
Arrange technician training and soft skill training as per the field requirement and repeat
complaints on product where technician skills need to improve. Executives will help the
technician on site for fault finding or any query for product operation.
Executives will help the customer for their complaints to close it on time. Service centre give
proper response to customer complaint and take it to the closer.
Service canter operation and technician morning training, product feedback taken periodically.
Mobile app training and good and bad customer feedback will be shared and discussed with
technician team. Keep the technician more engaged and improve their moral under peak
season time.
Executive is taking care for timely ESA payments, total return on investments to operate the
ESA on smoother way or avoid any cash crunch situation.
Executive will get train by himself timely and train to the technician on field for new
development to the product or changes in the design. Any new product launched information
are shared with the technician to keep them updated. It will increase the moral of the
technician on field and make them confident to work on field.
Executives are suppose to visit ESA/ SSD/ Retailer monthly, quarterly in order to develop the

53
good business and proper service support. Clear any pending complaints and stock defective
sets lying in the dealer stock.
Improvement Area:
1. Audit of every ESA and dealer to be done mandatory on service and safety parameter
strictly.
2. Relation development to be done properly.
PRODUCT REPLCEMENT CASES:
Any of the products given for replacement under one years of warranty for following cases:
1. Non repairable in condition:
If product is measure breakdown and cannot be repaired further on that cases under one
year of warranty products are replaced.
2. Repeat breakdown:
Under warranty if the products failed no. of times and customer is not ready to repair
further under this circumstances products are replaced.
3. Transit damage:
Product found damage at the of delivery to the customer or dealer.
4. Internal leakage:
Product where the criticality of coil under the sealed condition and can be repaired
openly. Same need to be replaced under internal leakage cases.
5. Performance not acceptable:
If product is not performing as per the design condition and miss behavior will result to
the replacement.

54
6. Dead on arrival:
If product found functionally dead under when deliver at the customer location.
Once replacement of the product decided to replaced, it will be uploaded into the system
called SERV IT for eSRAF cases.
Uploaded eSRAF need approval of Service Area Manager, Regional Manager and All India
Service Head.
Once eSRAF is approved it will be booked by commercial team in SAP system. FOC OBD is
generated in system.
Against FOC OBD new replacement machine is issued from finish good warehouse to the
end customer or dealer stock. On same time defective unit is collected from customer case
taken back to warehouse. It will be closed against the return OBD in warehouse received
from the commercial team. Once machine is in warded by warehouse it closed in system and
complete cycle will get closed.
Improvement Area:
1. Audit for internal leakages to be done.
2. Product quality analysis to done on faster track.
3. Transit damage cases to be avoided.

55
ROLE OF REVAMP SUPPOT FUNCTION:
1.Material Planning Team:
In order to have to have smooth line flow of material under different obligation cases like
warranty, NIC and AMC cases material planning team have been formed. Planning team will
have arranged the spares for different product group, with each model of no. of SKUs and
series of product.
To have a smooth function they need to arrange the spares well in advance and have proper
management of spares from the suppliers. They will take the support of PTC software to
achieve the company target for spares flow in stream line. Software will identify the critical
and excess spares at particular location. Also it will show the alrming situation for epidemic
failure or consumption of material. It also can show the fast moving and non moving spares
in the warehouse which occupy the space in the warehouse.
1.ServIT Helpdesk Team:
ServIT team is basically for support and development of the ServIT software used for
complaint management. If there is change of pin code mapping in the system, change of SDE
in field, new login of ESA and SDE will be done from ServIT Team.
ServIT develops the new tabs and up gradation under existing in software will be done.
They takes care of flow in system, error occurred during operation, Mobile app error while
usage, app development, new up gradation.
3.Escalation Management Team:
In internet time, world is very small. Customer will reach to the company when they will not
get the proper response from the local service team. Also company gives the proper channels
to escalate it and have proper resolution on this.
Those are escalated cases company back end team will send it to branches and get the work
done for customer satisfaction. It will have the target of within 3 days it need to close.
4.NAMO Team:
NAMO is national account customer handling team. Those will help to get the pan India
customer order for there all over the branches on service and to full fill their requirements,
payment collection, service support co-ordination from branches. New customer taking into
AMC and relation development with existing customer in order to retain them. It will give the
repeat business to the company.

56
5.SSG Team:
SSG is service speciality group those are responsible for training arrangement. Technical help
on field service team on query regarding the product service, fault finding. Arrangement of
critical spares for the product will be take care.
Any new development of the product and changes with the correction to field complaint
shared to all branch service delivery team for complaint management to resolve the issue.
These are the team who will co-ordinates between the service on field complaint to the R& D
team along with factory.
6.CFS Team:
CFS is commercial activity management team who will help to provide the billing, booking
and collection of the orders. They will help to book the warranty AMC and R&S and revamp
order booking and billing. Work order generation for vendor and there bill booking.
Reconciliation of all the service provider bills will be done from the commercial team.
7. R&D Team:
R & D team takes the market survey and making new development to the product from
received service field suggestion. Also come up with the new models to have less failure and
more reliable product in the market. It will reduces the pressure from the service complaints
and spares planning team.
8.Factory Team:
All the inputs for product improvement from service, SSG and R& D Team for product team
are modified and correction done for the new units made in the ongoing production made in
the factory.
Factory also helps to supply the critical spares, unit chassis for service cases.
9.Logestic and Warehouse Team:
Warehouse team plays important role under spares management, dispatches and invoice
billing, defective spares arrangement.
Logistic Team carry of transport of material from warehouses to the customer, dealer & ESA
places to ensure the timely delivery of the material in good condition

57
ARTICAL OF MK GANDHI ON WHOM IS CUSTOMER?
“A customer is the most important visitor on our premises. He is not dependent on us. We are
dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an
outsider of our business. He is part of it. We are not doing him a favors by serving him. He is
doing us a favors by giving us the opportunity to do so.”
This is a philosophy well worth absorbing and putting at the heart of all customer interactions.
If we think of the idea of extending warm, welcoming hospitality to the customer with courtesy
and attentiveness, rather than offering cool technical efficiency on a transactional basis,
expecting the customer to be polite to us rather than the other way round, then we will get
closer to the truth of what customer-satisfying service really is.
Intemperate customer behavior is not to be seen as a fault in the customer, it should be viewed
as a sign that something is wrong with us and our product/service offering. It almost always has
a reason behind it. Generally speaking, that reason is related to the fact that a customer
perceives that his or her needs are not being met. The emphasis is on perception, not reality,
because it is a fact that a person’s perceptions are reality to them, and so there is no point in
trying to show them anything different. One has to accept the customer on his or her terms, not
ours. Getting customers to be more polite is not the right idea. Asking what we or our
organisation is bringing to the relationship that is not meeting the customer’s needs is.
The second thing to realise is that anger is an emotion that says a person’s needs are not being
met, and that satisfying those needs is the way to assuage anger. Courtesy and attentiveness,
being a sounding board for their frustrations, listening without interruption until their
frustration has been expressed may be all that is needed.
And the third thing is that people, by and large, do not get angry for no reason. Nobody likes
being angry. It upsets our day. It upsets people around us, and it is a generally unpleasant state
to be in. No rational person goes there without having what is for them a very good reason for
doing so. Psychologists know this only too well and, to a large extent, so too should
customer-facing employees. It is this knowledge and understanding that is part of the
profession and it needs to be taken on board. It is a serious mistake to think that customers are
just nasty, awkward, unreasonably demanding etc. and that nothing can be done to change
them. Indeed listening to the message behind customer frustrations reveals the most valuable
information as to where our offering is not resonating: where we are going wrong.

58
Ofcourse, some customers maybe just cantankerous and rude by nature. That is their problem,
it should not be ours. Fighting the customer over their attitude is a hill we don’t need to die on
in order to win the campaign. The oldest adage in the book is that you can never win an
argument with a customer. If you do, you are likely to lose the customer. As customer-service
professionals, we can rise above that, exercising skill and knowledge to negate it. Rather than a
response based on defense or hostility, an approach that, like a judo wrestler, roles with the
punch will defuse the rudest behavior and get the desired result, which is securing the
customer’s business
.
That is the entire point of SERVICE-ABILITY. That four axis framework in which
organizations can ensure that their customer-facing staff are selected, trained, developed and
equipped through Modernized Management to have professionalism through pride in the job,
as well as having Effective Leadership that ensures the ability to act on initiative through trust
and empowerment them to do so, being able to focus on their job through operating in an
Appropriate Organization, and where they have Clarity of Purpose that encourages them to be
engaged with the customer as well as the aims of the organization through purposefulness and
understanding its overall aims

59
LIMITATIONS:
Revamp Business takes time for replacement of existing Airconditioners at customer site.
The Revamp In HVAC is limited to “Existing Air conditioned Spaces/Utility” only.
RECOMMENDATIONS:-Revamp Business can be increased if approached to AMC
(Whose machines are in contract) as well as NIC(Those customers whose machine are of
other brand and ageing for replacement).

60
CONCLUSION:
Revamp in HVAC is a very vast area to explore , as lot of things are there by which machine
efficiency and performance can be increase. it is a continues monitoring, development
process and need to upgrade as per customer requirements and satisfaction. All the efforts and
hard work made to run the operations to make customer centric to be happy, company growth
and to keep differentiating from the market competitor.

61
BIBLIOGRAPHY
1. Company Profile: www.bluestarindia.com
2.BluestarRevamp:-https://www.bluestarindia.com/media/press-releases/blue-star-to-restructure
-business-operations
3. World Class Customer Service: https://blog.brightpearl.com
4. .BluestarVRFhttps://www.bluestarindia.com/products/central-air-conditioning/vrf-systems/vr
f-v-plus-100-inverter
5..Bluestar Chiller https://www.bluestarindia.com/products/central-air-conditioning/chillers
6.Bluestar Ductable
https://www.bluestarindia.com/products/central-air-conditioning/ducted-systems
7. Cold Chain Book :-Book for Refrigeration and Airconditioners
8.HVAC Retrofits Book:- Book for Revamping in HVAC.
------------------------------------XXXXTHE ENDXXXX-------------------------------------
Thank YOU!!!

Revamp HVAC Systems with Software

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