Service Process Improvements

  • Each site is assigned to an engineer
  • Regions were further sub-divided into areas/zones
  • Separate AMC and add-on sales targets were defined
  • Responsible for collecting service receivables

Installed Performance Management

  • Mandatory Performance certificate to be obtained every 3 months
  • Quarterly Preventive maintenance with backup of customer database

Skill/Competency Development

  • Product training to service engineers for new products
  • Test for new recruits before confirmation
  • Hipath Certification test for existing engineers

Services Process

  • Call Center Process
  • All Calls Reported at Call Center
  • Reporting Tool provides data on pending calls & completed calls
  • Reporting Tool also gives engineer wise productivity data
  • Escalation of calls requiring material from stores
  • Customer wise historical data of calls attended
  • Movement of Spares
  • Return of faculty spares thru Return order processing
  • Site specific data stored in Server
  • Automatic Installation Indent to Service Manager
  • Creation of Warranty Contract
  • Monthly list for due AMC cases
  • Daily Service MIS