CH3032 Statutory Requirements and Customer Care Syllabus:
CH3032 Statutory Requirements and Customer Care Syllabus – Anna University Regulation 2021
COURSE OBJECTIVES:
To understand the purpose of competitive edge within the regulatory systems set
To leverage learning to become SMART manufacturer within norms of responsive care
UNIT I PEOPLE AND PROCESS SAFETY
Factory Act, IBR (Indian Boiler Regulations), Weights & Measures, Power Connection from State Electricity Board, Labour Legislation, Compensation, Fines, Litigations, Image, etc. and other commercial approvals like company registration, GST Registration, IT act, Excise Regulations etc. For operations under EOU (Export oriented units) or SEZ (Special Economic Zones), take additional approval from Export Processing Zone (EPZ) and SEBI. Case Studies – Assess the number of days taken for all such approval and apply LEAN to crunch time.
UNIT II ENVIRONMENTAL REGULATIONS
Water act, Air act, for highly polluting industry category EIA (Environment Impact Assessment) is mandatory, Environmental Protection Act, Licence needed for ‘Drugs & Pharmaceuticals’ from State Drug Controller, Hazardous substance management, Waste Management rules, Pollution Control Boards / Consent to operate (State and Union Government) specially for Industries Requiring Water and Affecting Effluent Disposa Case Studies – Assess the number of days taken for all such approval and apply LEAN to crunch time. Additionally, benchmark on HSE norms to compare with peer industries for improvement options.
UNIT III CUSTOMER CARE
Customer definition, Kano Model, CRM, PFABFS model (Property, Feature, Advantage, Benefit and Savings both monetary and emotional value); Product Supply Specification based on end use applications with competitive edge over peer industries; Quality Cost, Custody transfer precision, Wing to Wing co-operation with customers / suppliers to enhance value chain returns; Development of new products and services – Ideation, proof of concept, pilot run & commercialization. Case Studies – Products & Services that made difference, Companies that disappeared when changes were not picked up in time, Point of Sale tips for lasting impression, Cycle time to launch new product.
UNIT IV INTERNSHIP PREPARATION AND DO’S & DON’TS
Safety Contact, Mandatory use of PPE, Assembly points, Alarm station, Mock drills, Firefighting apparatus use on demand, know the escape routes; Shadow the trainer, learning objective – pick any one viz. Catalysis – past say three to five catalyst change, the conversion variation, generation of low value side reactions, sintering & loss of margin, H2 loss, any tell-tale indications from apple core tests of spent catalyst, Deep dive into design of say, heat exchangers network with a view to achieve O&M excellence, Asset reliability – O&M efforts to continuously track PSM critical equipment, Energy benchmarking, Overall processing margins against best in class peer industries, Inventory management and assessment of revenue by blocked investment, Water management, etc. Case studies – In nearby cluster of industries at Tamil Nadu, assess O&M gaps and work to bridge the gap, learn about competencies gaps, past LFIs with RCA initiated, etc.
UNIT V SUSTAINABILITY REPORTING
Understanding aspects like ‘Net Zero Concept’, Green House Gases release reduction, ZLD (zero Liquid discharge), Benefits to the society, Concepts of linear economy and circular economy, Life Cycle Analysis, Think Global and Act Local, learn on 17 Sustainable Development Goals as per UN charter, Use Global Reporting Initiative (GRI) formats for Sustainability reporting, Project assignment – Work on Sustainability reporting for nearby cluster of industries in Tamil Nadu
TOTAL: 45 PERIODS
OUTCOMES:
On completion of the course, the students will be able to
CO1 – understand the basis on different acts and their regulations
CO2 – basic knowledge in different ACT on water, air and environmental protection
CO3 – knowledge on the preparation of Kano model, CRM, PFABFS
CO4 – gain the knowledge on Do’s and Don’ts in an internship program
CO5 – understand the concepts of ZLD, GHG release and circular economy
TEXTBOOKS
1. Beyond Competitive Advantage – Todd Zenger, 2016
2. Competitive Advantage: Creating and Sustaining Superior performance – Michael E. Porter
REFERENCE BOOKS
1. Sustainability What Everyone Needs to Know – Paul B. Thompson, Patricia E. Norris