Each branch location of Voltas has a project department which consists of the functional head under whom are a number of project leaders, engineers, assistant-engineers and field supervisors and technicians. The commissioning cell and the quality assurance are also the arm of project department.

All business process, commencing with job transfer from sales, extending all the way to commissioning and handing over, are fully automated through integrated Project Management software (PMS). The design, development and testing of Voltas PMS has been done entirely in-house. PMS is interphased with the company's ERP (Enterprise Resource Planning) and links itself to both manufacturing and service for automated transfer of information. All locational PMS is integrated and networked to allow free access of relevant information, design flow of information, automated transaction across locations, improved monitoring and control of various projects, and review by the APEX body at Head Office.

Project leaders follow ISO procedures for project scheduling, materials receipts and handling, inspection, installation and commissioning activities.

We have a team of dedicated vendors to undertake specialised tasks like ducting, duct insulation, acoustic insulation, condenser and chiller water piping, piping insulation, electrical, power and control wiring, installation of various mechanical equipment. We treat our vendors as our project partners.

Each branch has its own set of certified vendors who have undergone the various processes of certification. Overall co-ordination, supervision, engineering, installation drawings and quality control are performed by experienced Voltas personnel.

Voltas' installation drawings are done totally on a CAD system in which are superimposed the architectural and structural plans along with the false ceiling, lighting and interior layouts. This ensures that services such as ducting, piping are in keeping with the total system.

Voltas engineers in the field are equipped with modern communication facilities like mobiles and pagers. Voltas also has a single-digit call center number in major metros to log-in calls. The system takes care of the rest. Voltas monitors response time and resolution time, as these Key Result Areas (KRA).

As part of the Tata Business Excellence Model to which Voltas AC&R subscribes, we measure many KRAs such as Customer Satisfaction Index, Vendor Satisfaction Index, Employee Satisfaction Index, Response Time, Resolution Time, First Time Right on commissioning, and Customer Satisfaction Index on various deliverables whether specified or implied.

Voltas' entire activity is well documented under ISO 9001. Critical processes have also been identified, and each has detailed procedure and compliance reports. Pre-commissioning checks and various tests are such processes.