The company set up after-sales maintenance department should be how to plan standardized management and system?

Personal understanding of some of the after-sales maintenance department usually consists of several pieces: First, the reception desk, generally telephone reception and direct face-to-face reception with the customer, contact with the customer's equipment maintenance problems. Here involves several aspects of the norms and processes that need to be developed. 1, telephone reception etiquette 2, telephone voice navigation or prompts 3, the reception staff of professional knowledge training 4, the development of basic charges 5, the process of reception of customers (from the confirmation of equipment problems - delivery and pick-up - computer order - repair date deadline - fee collection) (Methods) The second is the maintenance department of the backyard, from the front desk computer orders, receive the equipment to be repaired, repair the equipment before the specified date. Here are several aspects need to be developed: 1, after receiving the repair order task allocation 2, the process of repair time control 3, maintenance quality standards and testing 4, such as the need to replace certain components in the equipment or the overall replacement of the equipment, you need to notify the warehouse in a timely manner, to see if there are spare parts, if not, then the warehouse is required to purchase in a timely manner. Third, the treasury management, in addition to normal access to the warehouse, daily, weekly and monthly statements and inventory must be included in the daily work, strict accounts, with good maintenance department to purchase spare parts. Treasury also have fire regulations. Fourth, financial management, maintenance of the cost of collection, is cash, credit card or allow a certain period of time in arrears, etc. must be clear, to do the day account day, such as the day of the cash charges, at 4:00 p.m. to the bank account, 4:00 p.m. after the cash lock into the safe, to ensure that the monitoring and manned by a person on duty in the next morning to work to the bank account, and other processes. On the list of charges, must be clear to the customer testing projects, maintenance projects, component replacement, equipment replacement and other charges, as well as maintenance and replacement of the period, warranty date and time standards, if you encounter special circumstances, such as the replacement of the equipment does not currently have the component is in the maintenance of the single time limit signed with the customer. I can think of these, I hope you can develop a program on the idea of some help.