Samsung to set up training institute

Samsung India Electronics Ltd is setting up a $1.5 million institute to train its service engineers. The institute will begin operations in the first quarter of 2004.

This centre is a part of Samsung's strategic focus on after-sales service network and customer satisfaction next year.

As a part of the new found thrust, it is setting up eight call centres, four 'service plazas' in metros - one of which has begun operations in Delhi -, home appliance workshops and smaller centres in non-metro cities, to put in place adequate service infrastructure.

All these initiatives come at a time when the company is consciously focusing on high-end products based on its patented DNIe technology. The complete range of these products has now been introduced in the market.

The DNIe range comprises plasma display panels, LCD projection televisions and I00 hertz flat colour televisions.

"We expect flat television contribution in our volumes to grow from 22 per cent to over 35 per cent in 2004," Ravinder Zutshi, director-sales , said.

The company's Noida-based training institute will certify 180-200 engineers every year in each product category.

"All service engineers will be certified on the basis of their performance. Entry level training will be followed by a higher level of training for which we will invite Korean product specialists for instruction. There will be practical sessions and use of online training modules," R Srikanth, general manager - customer satisfaction, said.

A 'service plaza' - one stop shops for servicing all Samsung products - became operational this month in the capital.

Three more such centres, 'Prestige service centers' - smaller versions of these plazas in A-class cities and home appliance workshops in 18 cities are also in the offing over the next six months.