| SERVICE PROCESS IMPROVEMENTS |
|
Each site is assigned to an engineer |
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Regions were further sub-divided into areas/zones |
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Separate AMC and add-on sales targets were defined |
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Responsible for collecting service receivables |
| INSTALLED PERFORMANCE MANAGEMENT |
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Mandatory Performance certificate to be obtained every 3 months |
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Quarterly Preventive maintenance with backup of customer database |
| SKILL / COMPETENCY DEVELOPMENT |
|
Product training to service engineers for new products |
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Test for new recruits before confirmation |
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Hipath Certification test for existing engineers |
| SERVICE PROCESS |
| Call Center Process |
|
All Calls Reported at Call Center |
|
Reporting Tool provides data on pending calls & completed calls |
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Reporting Tool also gives engineer wise productivity data |
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Escalation of calls requiring material from stores |
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Customer wise historical data of calls attended |
|
Movement of Spares |
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Return of faculty spares thru Return order processing |
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Site specific data stored in Server |
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Automatic Installation Indent to Service Manager |
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Creation of Warranty Contract |
|
Monthly list for due AMC cases |
|
Daily Service MIS |
