As-is Customer Service
This document was uploaded by user and they confirmed that they have the permission to share it. If you are author or own the copyright of this book, please report to us by using this DMCA report form. Report DMCA
Overview
Download & View As-is Customer Service as PDF for free.
More details
- Words: 1,695
- Pages: 12
Annexure – A Spectra:AIM – As-Is & Business Mapping Report Product Name: mySAP ERP2005 Customer Service Project Name: Customer: SL
Detailed Description of the Process Followed by Customer
Module Name: Customer Service
Business Process:
Functional Head: Detailed Description of the Process in Impact / SAP Solution
Nucleus Team Member: Impact / SAP Transaction Name / No
F P N
Impact / SAP Menu Name
Work Around if P or N
Remarks (Record here if it is Customization. Give Change Control Ref)
Breakdown Maintenance
1
2
3
Equipment is installed and commissioned at the customer premises by the Project Department and hands over it to the Service Dept. Customer will be trained on the equipment - Dos and Don’ts, operational procedure by the Service Dept. Customer faced a problem in the equipment and informs to concerned sales person, Service Person, Customer Service Dept.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 1 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
4
5
6
7
The Sales / Customer Service Person informs the same to the respective Service Person about the same verbally or through a mail. Service Person calls the customer and concludes in which area the problem is occurred. Service Person raises a Work Order mentioning failure details, date and time for the equipment. The Service Engineer based on the type of failure and Priority will allot work to the concerned Technician.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 2 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report The Service Engineer checks for the probable spares required and also checks the availability of the required spares, raises an indent to the 8 stores dept for the available spares or will be procured from the vendor depending on the priority of the complaint. Mean while the service engineer updates the 9 customer service dept / sales personal on the progress of the complaint received. The Technician will attend the complaint along with the 10 spares and work order and rectifies the problem. Technician hands over the equipment the customer and takes the acknowledgement 11 from the customer on the work order mentioning feedback, date and time. REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 3 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report Acknowledgment will be filed in the customer correspondence file and the History card of the equipment will be updated 12 with all the details like.. type of problem, necessary actions taken, parts replaced , break down time, person attended , date and time. A written communication will be sent to the customer mentioning all the details of the complaint like, type of 13 problem, action taken, date and time, and also mentions the necessary dos and don’ts with a copy to the customer service / sales dept.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 4 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
Engineering Material Requisition-External purchase
1
2 3 4
5
Service Engineer Prepares list of material required for maintenance as per the requirement as per the guidelines provided by manufacturer. Raises an indent for the spares. Approval by the HOD – Service / Tech dept. Service Engineer sends the hard copy of the indent approved by the HOD. Some times quotes from different vendors are also arranged by Engineering. Service Engineer will also prepare comparative statement.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 5 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
6
7
In case quotes arranged by Purchase Dept., comparative statements will be prepared by Purchase Dept. Service Engineer will clear the comparative statement for Technical specifications Follow up with Purchase, GRN / DC will be signed based on Quality and quantity of material, receipt of the material/ spares will be entered in the records.
Spares Reservation
1
2
During breakdown job, if spares required, Material requisition slip will be raised to stores department by the Service Engineer In Material Requisition slip, Material with quantity, Requitioner name and department will be entered.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 6 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
3
4 5
6
Based on material Requisition slip, Material will be issued by stores department mentioning issued quantity and available quantity. Service Engineer Acknowledges the receipt of the spares. Received spares will be used for maintenance activities. Cost of requested material will be accounted to the respective requested department if the service is free of cost / Customer if it is on chargeable basis to the customer.
Safety permit Process
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 7 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
1
2
3
4
5
The customer representative for special approval from their higher officials to do any maintenance activity, which is hazardous, will raise safety Permit as per the information proved by the service engineer. Location and equipment will be entered. Based on safety permit raised by customer representative, Safety department supervisor visits the place of work and checks for the necessary safety parameters and gives approval. Based on approval from safety department, Maintenance activity will done by Service Engineer / Technician. Safety permit will be closed after completion of job. Service Engineer confirmation will be entered.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 8 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
6
A written communication will be sent to the customer concerned HOD mentioning the details after the maintenance activity.
Preventive Maintenance (PM)
1
2
3
Service Engineer checks Preventive Maintenance schedule as per the guidelines of the manufacturer, prepares in the beginning of the year and sends the chart of the Preventive maintenance schedule to the customer concerned dept HOD. Service Engineer informs verbally or written communication will be sent to the customer one week before. Also informs about the necessary approvals from the HOD to the user customer representative.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 9 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report 4 5
6
7
8
Service Engineer arranges material, men, tools and all protective equipment. If material is not available then raise the indent/ procure the material. Check Equipment History cards Maintenance log book records and for any major problems in the machine so as to rectify this problem also. Technician / Service Engineer perform preventive maintenance as per the details mentioned in Checklist meant for the equipment, Taking all the necessary safety precautions. After completion of Preventive maintenance takes trials in presence of Customer representative. Explain if any changes are made in the equipment to the user.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 10 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report 9
10
10
11
12
13
Enter completion details in Preventive Maintenance card of the equipment. Service Engineer takes the acknowledgment from the customer representative and concerned dept HOD. Service Engineer enters completion details in Preventive Maintenance card of the equipment. Service engineer enters if any changes / modifications in the history card. Service Engineer plans for the spares required in near future based on the equipment condition of the equipment. Service Engineer sends a written communication to the customer along with all the details of the equipment PM activity along with the copy of the acknowledgement.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 11 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
14
15
16
17
18
Service Engineer files all the documents in the respective customer correspondence file. Evaluate the Performance of PM activities on Monthly basis. Customer Service dept sends a feed back form on a periodic basis to the customer for analyzing the calls attended. After getting the feed back form the same will be forwarded to the HOD service / Tech dept. Service / Tech Dept HOD conducts a meeting with the service engineer and analyses the deviations and prepares necessary actions to be taken.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 12 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Detailed Description of the Process Followed by Customer
Module Name: Customer Service
Business Process:
Functional Head: Detailed Description of the Process in Impact / SAP Solution
Nucleus Team Member: Impact / SAP Transaction Name / No
F P N
Impact / SAP Menu Name
Work Around if P or N
Remarks (Record here if it is Customization. Give Change Control Ref)
Breakdown Maintenance
1
2
3
Equipment is installed and commissioned at the customer premises by the Project Department and hands over it to the Service Dept. Customer will be trained on the equipment - Dos and Don’ts, operational procedure by the Service Dept. Customer faced a problem in the equipment and informs to concerned sales person, Service Person, Customer Service Dept.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 1 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
4
5
6
7
The Sales / Customer Service Person informs the same to the respective Service Person about the same verbally or through a mail. Service Person calls the customer and concludes in which area the problem is occurred. Service Person raises a Work Order mentioning failure details, date and time for the equipment. The Service Engineer based on the type of failure and Priority will allot work to the concerned Technician.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 2 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report The Service Engineer checks for the probable spares required and also checks the availability of the required spares, raises an indent to the 8 stores dept for the available spares or will be procured from the vendor depending on the priority of the complaint. Mean while the service engineer updates the 9 customer service dept / sales personal on the progress of the complaint received. The Technician will attend the complaint along with the 10 spares and work order and rectifies the problem. Technician hands over the equipment the customer and takes the acknowledgement 11 from the customer on the work order mentioning feedback, date and time. REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 3 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report Acknowledgment will be filed in the customer correspondence file and the History card of the equipment will be updated 12 with all the details like.. type of problem, necessary actions taken, parts replaced , break down time, person attended , date and time. A written communication will be sent to the customer mentioning all the details of the complaint like, type of 13 problem, action taken, date and time, and also mentions the necessary dos and don’ts with a copy to the customer service / sales dept.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 4 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
Engineering Material Requisition-External purchase
1
2 3 4
5
Service Engineer Prepares list of material required for maintenance as per the requirement as per the guidelines provided by manufacturer. Raises an indent for the spares. Approval by the HOD – Service / Tech dept. Service Engineer sends the hard copy of the indent approved by the HOD. Some times quotes from different vendors are also arranged by Engineering. Service Engineer will also prepare comparative statement.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 5 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
6
7
In case quotes arranged by Purchase Dept., comparative statements will be prepared by Purchase Dept. Service Engineer will clear the comparative statement for Technical specifications Follow up with Purchase, GRN / DC will be signed based on Quality and quantity of material, receipt of the material/ spares will be entered in the records.
Spares Reservation
1
2
During breakdown job, if spares required, Material requisition slip will be raised to stores department by the Service Engineer In Material Requisition slip, Material with quantity, Requitioner name and department will be entered.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 6 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
3
4 5
6
Based on material Requisition slip, Material will be issued by stores department mentioning issued quantity and available quantity. Service Engineer Acknowledges the receipt of the spares. Received spares will be used for maintenance activities. Cost of requested material will be accounted to the respective requested department if the service is free of cost / Customer if it is on chargeable basis to the customer.
Safety permit Process
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 7 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
1
2
3
4
5
The customer representative for special approval from their higher officials to do any maintenance activity, which is hazardous, will raise safety Permit as per the information proved by the service engineer. Location and equipment will be entered. Based on safety permit raised by customer representative, Safety department supervisor visits the place of work and checks for the necessary safety parameters and gives approval. Based on approval from safety department, Maintenance activity will done by Service Engineer / Technician. Safety permit will be closed after completion of job. Service Engineer confirmation will be entered.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 8 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
6
A written communication will be sent to the customer concerned HOD mentioning the details after the maintenance activity.
Preventive Maintenance (PM)
1
2
3
Service Engineer checks Preventive Maintenance schedule as per the guidelines of the manufacturer, prepares in the beginning of the year and sends the chart of the Preventive maintenance schedule to the customer concerned dept HOD. Service Engineer informs verbally or written communication will be sent to the customer one week before. Also informs about the necessary approvals from the HOD to the user customer representative.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 9 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report 4 5
6
7
8
Service Engineer arranges material, men, tools and all protective equipment. If material is not available then raise the indent/ procure the material. Check Equipment History cards Maintenance log book records and for any major problems in the machine so as to rectify this problem also. Technician / Service Engineer perform preventive maintenance as per the details mentioned in Checklist meant for the equipment, Taking all the necessary safety precautions. After completion of Preventive maintenance takes trials in presence of Customer representative. Explain if any changes are made in the equipment to the user.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 10 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report 9
10
10
11
12
13
Enter completion details in Preventive Maintenance card of the equipment. Service Engineer takes the acknowledgment from the customer representative and concerned dept HOD. Service Engineer enters completion details in Preventive Maintenance card of the equipment. Service engineer enters if any changes / modifications in the history card. Service Engineer plans for the spares required in near future based on the equipment condition of the equipment. Service Engineer sends a written communication to the customer along with all the details of the equipment PM activity along with the copy of the acknowledgement.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 11 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Annexure – A Spectra:AIM – As-Is & Business Mapping Report
14
15
16
17
18
Service Engineer files all the documents in the respective customer correspondence file. Evaluate the Performance of PM activities on Monthly basis. Customer Service dept sends a feed back form on a periodic basis to the customer for analyzing the calls attended. After getting the feed back form the same will be forwarded to the HOD service / Tech dept. Service / Tech Dept HOD conducts a meeting with the service engineer and analyses the deviations and prepares necessary actions to be taken.
REQUIREMENTS SPECIFIC TO THE PROCESS CONTROL REQUIREMENTS (Credit Limits, Authorizations, etc): REPORT REQUIREMENTS: ANY OTHER REQUIREMENTS:
Fully Supported (F) Partially Supported (P) Not Supported (N) Page 12 of 12 Spectra:AIM – Format – BPM Report © SpectraSoft Technologies Limited
Related Documents
Customer Service
May 2020 15
Customer Service
June 2020 16
Customer Service
June 2020 20
Customer Service
May 2020 21
Enhance Customer Service Experiences.docx
June 2020 15