In order to ensure that things or work can be carried out smoothly, it is often necessary to formulate a well-thought-out program in advance, the program is to solve a problem or a project, a subject of the detailed process. Excellent program have some of the characteristics of it? Here is my carefully organized after-sales service program 2022 template for you, I hope you like it!
After-sales service program 2022 template 1
Engineering after-sales service program As a contracting unit of the project, our company will strictly follow the provisions of the bid and the contract to provide the owner of the system completion and acceptance of the date of the warranty period of one year of the responsibilities and obligations. After the warranty period, taking into account the continuity of equipment maintenance, it is recommended that the owner sign a maintenance contract with our company to ensure that the system's normal operation of the necessary technical support and management support.
In order to better the after-sales service of this lighting lighting project into practice, now the matters relating to after-sales service to do the following plan description:
1, the project was set up to Jiangsu Green Lighting Engineering Co., Ltd. engineering department as the center of the warranty service group, three people mainly fixed-point maintenance personnel to ensure that there are long-term maintenance personnel on duty.
2, the company solemn commitment:
2.1 We will be responsible for the construction unit to provide on-site safety operations and the necessary maintenance training. The content of the system, the basic structure of the equipment, performance, the main components of the structure of the use and repair, daily use of maintenance and management, troubleshooting, emergency treatment, etc., the training site is mainly in the equipment installation site.
2.2 Regular inspection: we will carry out a comprehensive inspection of the working condition of the equipment every quarter and submit an inspection report to the bidder.
2.3 Timely troubleshooting, necessary repairs, free replacement of non-man-made damage to the machine parts, we will provide a permanent 7 days × 24 hours hotline service and long-term free technical support. For the service notification of the purchaser, we will respond within 1 hour after receiving the report, arrive at the scene within 48 hours, and finish the processing within 48 hours. If the failure of the main equipment is not dealt with within 48 hours, we will provide free equipment of the same grade to the purchaser for temporary use or to take emergency measures to solve the problem, and shall not affect the normal use of the purchaser.
3, in the quality of the warranty period, non-human factors, all repair and replacement maintenance costs and spare parts are provided by us free of charge.
4, after the end of the warranty period, if you need to continue to repair, you can refer to the warranty approach. In case of special accessories, can be on behalf of the process.
After-sales service program 2022 template 2
a, after-sales service organization:
Address:
After-sales customer service department telephone:
After-sales customer service department manager:
Owner of the relevant personnel and contact information: (provided by the owner)<
b. After-sales service training program
For the company's bidding project contract for the preparation of lighting equipment products training program, in accordance with the training plan developed by the company free of charge to the owner of the relevant personnel training:
1, product performance, characteristics, structure of the principle and analysis
2, product application and installation requirements and specifications
3, product operation and maintenance points and notes
4, the training schedule and content arrangements (lecturer: after-sales service manager, after-sales service engineers) In order to make the system's maintenance work can be carried out effectively and to the satisfaction of the user, the maintenance of the system needs to be recognized as the owner of the main person in charge of the system. Maintenance, maintenance system should be strictly enforced, to guide owners how to do a good job of running operations and maintenance records, staff to confirm the maintenance records to sign.
c, quality assurance
1, quality assurance period
All goods under the contract for the quality assurance period for the acceptance of the certificate of issuance of the date of 2 years, such as any part of the contract for defects or damage to the company's responsibility.
Spare parts with packaging are subject to a shelf life of up to 5 years.
2. Guarantee responsibility
In the quality assurance period or extended quality assurance period, if the equipment fails, our company was notified by the owner within 24 hours after the completion of repair or replacement, so that the goods are restored to the state of the contract.
For a part or the whole fixture in the quality assurance period or extended quality assurance period of failure, I agree to deal with one of the following ways:
(1) a part of the number of repairs more than 3 times, the replacement of qualified parts;
(2) the number of repairs of a whole fixture more than 3 times, the fixture for the overall replacement. In the quality assurance period or extended quality assurance period, the company provides free warranty for the goods supplied
repair, including all the costs incurred by the resulting round trip to the site.
3, potential defects warranty
Potential defects warranty period is 24 months after the expiration of the quality assurance period.
In the potential defects warranty period, the goods due to design errors, material defects and defects in workmanship, but in the quality assurance period or extended quality assurance period before the expiration of the reasonable testing failed to find potential defects, the company is responsible for it, to be replaced unconditionally.
4, maintenance tasks
When the user's complaint or project return visit found in the defects, should be sent from the notification within 24 hours after the professional maintenance personnel to arrive at the scene, on the discovery of defects to further determine, and within 48 hours to propose solutions, fill out the customer maintenance record form, and within 72 hours to complete the replacement.
The person in charge of maintenance will fill in the detailed maintenance record sheet after the completion of the maintenance task, and report the customer maintenance record sheet confirmed by the owner's signature to our company for record.
d, regular inspection
1, monthly inspections; regular equipment maintenance; special inspections, minor repairs in the event of anomalies; twenty-four hours fault reporting, consulting and technical support; annual equipment maintenance overhaul.
2, to three months for an inspection cycle, collaborate with the owner of a comprehensive product of electrical equipment to give dust, cleaning and inspection. Timely discovery of faults, hidden dangers and timely treatment to solve the problem, to nip the fault in the bud. Avoid expanding the scope of failure. Requirements and assist the owner to develop maintenance and maintenance systems and measures, in the maintenance cycle of all equipment for the necessary maintenance; and do a good job of maintenance, maintenance records.
3. With the owner's required time period or any time notice.
e, emergency response program
1, in the system into formal operation before the development of emergency procedures program to the owner.
2, in receiving the owner of the emergency notification, immediately call the detailed understanding of the current status of the failure and give advice on maintenance measures, in order to save time as much as possible, you can try to guide the owner to be repaired on their own.
3, such as the owner can not be repaired, our service engineers will carry spare parts using the fastest transportation to the scene within eight hours and with the owner of the relevant personnel within two hours to eliminate the problem.
4, according to the emergency treatment program to determine the content of the work, mainly: a detailed understanding of the pre-failure of the working conditions, the time of the failure, the failure of the characteristics of the performance and the status quo, check the corresponding operating records, etc. Immediately after the determination of emergency treatment measures and specific work content.
5, maintenance is completed and run normally, to the owner of the relevant personnel to analyze the causes of failure and the use of treatment measures.
f, after-sales service commitment
1, prevention-oriented, planned maintenance, should be repaired must be repaired, repair must be repaired, once the commitment, lifelong service. Perfect and fast after-sales service system is not only the company's commitment to customers, but also the basic guarantee for the company's stable development.
2, the implementation of no holidays and all-weather duty system, 24 hours to complete the maintenance of equipment and accident repair services.
3, in the warranty period, the company's bidding for engineering contracts within the lamps and lanterns equipment products are responsible for, belonging to the content and items under warranty, the company received the repair notice within 24 hours after the repair. If we do not send someone to repair within the agreed period, the owner can entrust other people to repair, the warranty cost is deducted from the quality guarantee deposit. We are responsible for the maintenance and upkeep of all the equipment specified in the contract, and will carry out unconditional and gratuitous replacement and repair for any damage to the equipment or parts caused by non-human factors.
4, my company according to the supply contract for the customer commitment to the quality assurance period of free warranty items.
5, the customer's equipment failure after repair with our replacement of the main equipment, the company committed to the main equipment has been replaced to continue the warranty.
6, special maintenance: In addition to providing basic operation and maintenance services also provide equipment abnormalities when special inspections, minor repairs, and 24-hour technical support.
7, telephone support services managers can directly contact the company's technical staff by phone, by our system engineers by phone to the user to provide professional technical advice to the fastest speed to solve the problem in the user's system.
8, on-site maintenance services our engineers by phone can not solve the problem, we will quickly send engineers with parts and tools to the scene to carry out maintenance work until all the problems are solved.
9, dedicated technical support services
We will designate two engineers specifically responsible for the maintenance of the system, so that we can always respond to the user's call, can more quickly put forward proposals and solve problems,.
10, warranty registration
Lighting equipment product acceptance, we will establish a complete system equipment configuration and maintenance files to help us better and faster to focus and solve problems.
11, our company always adhere to the customer first, service first, ensure quality, maintain corporate image for the purpose of adhering to the user first, all to the owner's requirements, engineering needs and to ensure that the project is carried out effectively to ensure that the quality of the project to ensure that the project is safe and reliable for the principle of implementation of the planned, step-by-step, and the most enthusiastic, the highest quality, the most expeditious technical services, after-sales service for the equipment sold and the Technical support. Perfect service is an important part of the contract implementation, it will run through the whole contract process, to ensure the smooth implementation of the contract works.
In the long-term engaged in the lighting project design, construction, lighting equipment supply and service, our company has a professional after-sales maintenance service center for the bidding project lighting equipment to provide comprehensive, high-quality service and quality assurance.
g, to protect the project after-sales service measures
1, a monthly active visit, in the course of the visit with the owner of the management personnel to check the working condition of the equipment, and the owner of the management personnel to make further technical training, and timely resolution of the management personnel failed to detect equipment failures and hidden dangers in a timely manner, and fill out the equipment visit single archive.
2, after receiving the user notification, my company guarantees that within 24 hours to send professional and technical personnel to the scene to check the cause of the problem, and put forward solutions. General faults in the scene to eliminate, the scene can not be resolved on the fault, our company will be in consultation with the owner to implement solutions at the fastest speed.
3, spare parts first: in the specified time failed to repair the equipment in a timely manner, the system can not be stopped, the use of spare parts to replace damaged equipment to ensure continuous normal operation of the system, with commonly used product spare parts as after-sales service.
4, I set up a full-time after-sales service technicians to provide after-sales service for the project, to provide hotlines, so that a person is responsible for, and required to fill out the after-sales service records on file, as a proof of its performance.
5, to help users establish a complete system management system and equipment inspection system.
6, I set up the project's after-sales service file, you can always query the project's equipment installation, operation, maintenance and other historical records.
7, the warranty period is not the product's own quality reasons for failure maintenance or parts replacement, will only charge the cost.
8, after the warranty period, to provide users with lifelong cost of faulty maintenance or parts replacement after-sales service, but also according to the owner's will, the two sides signed a long-term maintenance agreement. Our company has strong technical force, advanced facilities and perfect rules and regulations can provide customers with satisfactory long-term after-sales service.
Our company will provide the following pre-sales technical services:
1, before bidding for different projects, put forward a reasonable design program and equipment selection.
2, according to the requirements of the bidding documents, accounting equipment, technical indicators, and submitted to the owner.
3, to provide a complete and consistent with the equipment and technical information to the owners (including samples, drawings)
4, is responsible for the provision of free technical training services, free training of more than 5 owners of the operator to ensure that the owners of the operator can skillfully operate the equipment and master the basic maintenance of equipment, maintenance.
Personnel training program
1, after the completion of the project, within 10 working days to arrange for the use of unit lamps and lanterns daily maintenance, overhaul training. Training lasts 2 days.
2, training location: the project site.
After-sales service program 2022 template 3
Project after-sales service program as a project contractor, our company will strictly follow the tender and the contract, to provide the owner with the system completion and acceptance of the date of one year of warranty period of responsibility and liability. After the warranty period, taking into account the continuity of equipment maintenance, it is recommended that the owner and my company signed a maintenance contract to ensure the normal operation of the system necessary technical support and management support.
In order to better the after-sales service of this lighting lighting project into practice, now the matters relating to after-sales service to do the following plan description:
1, the project was set up to Jiangsu Green Lighting Engineering Co., Ltd. engineering department as the center of the warranty service group, three people mainly fixed-point maintenance personnel to ensure that there are long-term maintenance personnel on duty.
2, the company solemn commitment:
2.1 We will be responsible for the construction unit to provide on-site safety operations and the necessary maintenance training. The content of the system, the basic structure of the equipment, performance, the main components of the structure of the use and repair, the daily use of maintenance and management, troubleshooting, emergency treatment, etc., the training location is mainly in the equipment installation site.
2.2 Regular inspection: we will carry out a comprehensive inspection on the working condition of the equipment every quarter and submit the inspection report to the bidder.
2.3 Timely troubleshooting, necessary repairs, and gratuitous replacement of non-man-made damage to the machine parts, we will provide permanent 7 days × 24 hours hotline service and long-term free technical support. For the service notification of the purchaser, we will respond within 1 hour after receiving the report, arrive at the scene within 48 hours, and finish the processing within 48 hours. If the failure of the main equipment we have not been dealt with within 48 hours, we will provide free equipment of the same grade to the purchaser for temporary use or to take emergency measures to solve the problem, shall not affect the normal use of the purchaser.
3, in the quality of the warranty period, non-human factors, all repair and replacement maintenance costs and spare parts are provided by us free of charge.
4, after the end of the warranty period, if you need to continue to repair, you can refer to the warranty approach. In case of special accessories, can be on behalf of the process.
After-sales service program 2022 template 4
After-sales service program to improve those measures? Ladies and gentlemen, let's look at the relevant measures below!
1, the establishment of sound after-sales service records
After-sales service logs, service problem response records, customer suggestion sheets and other forms, are recording the level of after-sales service and the dynamic of the original documents, a large number of product improvement measures, service improvement links, the problem of the sudden link, are hidden in these original materials, the secondary development of after-sales service records, is the development of the enterprise after-sales service The second development of after-sales service records is the core of the development of enterprise after-sales service.
2, the establishment of customer committees
The establishment of the enterprise side, the customer side, the after-sales service side of the tripartite participation of the customer committee, through the mature operation of the organization, meetings, seminars and activities, to obtain the development and improvement of power.
3, reward customer suggestions
For many enthusiastic customers put forward the proposal, most companies ignore, or only expressed oral, written thanks, neither the following, nor reward. An open enterprise, must be customer *** with the participation of the enterprise, by the enthusiastic customers to participate in the enterprise R & D, production, sales, service throughout the enterprise relies on these loyal "supernumerary staff" to support.
4, encourage customers to complain
The establishment of complaints enthusiastic, convenient for customers to complain, put forward the views of the enterprise supervision department to send a person to listen to, record, encourage customers to complain through the hotline bad after-sales service, dissatisfaction, complaints hotline staff must be separated from the after-sales service department, without any interest, at the same time, we should pay attention to must be on the complaints hotline service personnel to carry out counter-monitoring, accountability for its complaint acceptance. Supervision, accountability for its complaint acceptance, because most of the complaints hotline service personnel will be peaceful, perfunctory.
5, take the initiative to call
Take the initiative to call the customer to receive after-sales service, after-sales service to understand the situation, to seek the views of the customer, and do a good job of recording, organizing the work.
6, regular visits to customers
Regularly organize visits to important customers, collect customer comments and suggestions. You can also organize seminars, invite customers to participate to achieve this purpose.
7, set up a secret monitoring
The enterprise appointed not to reveal the identity of the staff disguised as customers sampling, monitoring services, and do a good job of the corresponding records.
8, public **** occasions to place the proposal form
In the target customers often activities in the place to set up the proposal form distribution point, convenient for customers to take, fill in the comments and suggestions feedback to the enterprise.
After-sales service program 2022 template 5
The implementation of the project organization is the key to the success or failure of the entire project construction, before the project is carried out to develop a practical program to achieve high-quality safety production, in order to provide users with a good quality system to meet the needs of the present, but also for the future maintenance and upgrading to provide the maximum convenience, try to save money. Maximum convenience, try to save money.
Intelligent weak power turnkey system system engineering implementation is a comprehensive and strong coordination of management, the core is effective management. Johnson Controls and Jardine Sea as a positioning BMS system integration engineering design and project management business, with ISO9001 certification, the introduction of international advanced SI_SIGMA management concepts, adhere to the "people-oriented, *** with the development of the" corporate philosophy, after years of actual engineering practice, training and the introduction of a number of mature technical designers and project managers. We have trained and introduced a group of mature technical designers and project management personnel. At the same time, constantly explore the mode of project implementation, the formation of the overall combat "joint fleet", the realization of the company's own design, their own engineering installation of the physical engineering model into a continuous strengthening of their technical strength, quality assurance system and the export of the project management model of the wisdom of the mind of the model, in order to control the cost of the project
The main contents of our project management are introduced:
I. Project Management
In the process of project implementation, on the one hand, it is necessary to coordinate with the construction unit and various professional construction units, on the other hand, it is also necessary to make the best project schedule, control the progress, monitor the quality, and improve the safety production. In the different stages of the project under the allocation of resources, organization and coordination, quality and safety production is the focus of our company in the project management:
1, human, financial and material resources allocation
2, design, construction, service aspects of the progress of the supervision
3, design, construction, service aspects of the quality of the supervision
4, design, construction, service aspects of the safety supervision
4, design, construction, service aspects of the supervision of the Safety supervision
5, the management of compliance with laws and regulations
Second, business management
After obtaining the intelligent weak power turnkey contract, you need to determine the selection of qualified equipment and materials supply vendors in a timely manner and issue orders to them; qualified products, adequate supply, timely delivery is the core of business management.
1. turnkey contract, commodity orders and other documents management
2. equipment supplier system
3. the development and control of commodity delivery
Third, the design management
deepening the design of the project is the premise of a good or bad to achieve a good project. Through the communication with the construction unit, the design unit, the user needs to analyze, understand the design of the design unit's design ideas, understand the actual needs of the user, in order to make the user satisfied with the deepening of the design program. Our company will send experienced professional and technical engineers to complete the deepening design, and invite expert consultants to form a review team to comment on each system and integration program. In the design of weak power system engineering, we firmly implement and carry out the technical standards and norms of the country and the industry, and deepen the design in accordance with the requirements of Huawei's bid:
1, technical standards and norms of the archives
2, system design description file
3, system design drawings
4, system construction drawings
5, system software design and Configuration documents
Fourth, construction management
In the construction process, in addition to the requirements of construction and technology in line with the specifications, which also involves the management of other professional content, the reason why the construction management of the project is indispensable, the key lies in its coordination and organization of the role of the construction management of the company will take effective measures in the following aspects of the construction management work:
1.
2, equipment and material management (material approval, acceptance system, warehouse management)
3, construction progress management (progress plan, progress implementation)
4, construction quality management (acceptance system, finished product protection)
5, construction safety management
6, the construction of the interface management7, the construction of the organization management
8, the project's document management
V. Technical management of the project
The technical management of the project throughout the entire process of construction, our company will send experienced professional and technical engineers to participate in the technical supervision of the project. Implementation and implementation of national and industry technical standards and norms, in strict accordance with the requirements of the intelligent weak power system engineering design construction. In the provision of equipment, wire specifications, installation requirements, records of the line, debugging process, acceptance criteria and a series of technical supervision and effective management, the management content is reiterated as follows:
1, the management of technical standards and specifications
2, the guidance and management of the installation process
3, debugging operations and management
VI.
Project quality management is a comprehensive reflection of our site work, our company will do the following quality aspects in the actual construction, really good quality control, quality inspection and quality assessment:
1, the standardization of construction drawings and drawing quality standards
2, the quality of pipeline construction and supervision
3, the quality of the wiring requirements and monitoring Supervision
4. Quality requirements and supervision of wiring construction
5. Review, implementation and quality supervision of commissioning outline
6. Parameter statistics and quality analysis of system operation
7. Steps and methods of system acceptance
8. Quality standards of system acceptance
9. Norms of system operation and operation management Requirements
10, the system's maintenance and repair specifications and requirements
11, the annual inspection records and system operation Summary
VII, production safety management
Production safety management is the quality and quantity of the project, the completion of the project on schedule is essential, we will be in the actual construction of the following production safety links, really good production safety control, Inspection:
1, the safety of personnel entering the site
2, the safe storage of storage equipment
3, the protection of finished products of the installed equipment
Chapter II Construction Organization and Personnel Arrangements
I. Project Organization
1, the project manager is responsible for the daily management of the entire project and resource allocation, to promote the project, to solve various emergency problems, and to ensure that the project is carried out in a safe and healthy manner. Promote the project, to solve a variety of emergencies, the company decided to deploy the most competent, with rich experience in engineering, organization and implementation of similar large-scale integrated systems engineering senior engineering management personnel as the use of the project manager system, with the absolute right to deploy the project site manpower, material resources, financial resources, partnership construction team and priority use of the company's other projects in the scope of the resources, to ensure that the project is completed in a timely manner to ensure that the quality and quantity. Completion of the project on time.
Specific personnel: ___, ___
Its specific responsibilities are:
1) the preliminary preparatory stage: analysis of engineering realities, the preparation of a specific project budget submitted to the command for review and approval of the implementation, the submission of the purchase schedule, human resources plan and construction schedule, to the site management, construction technicians and engineering team issued tasks and responsibilities, and the organization of training and project briefing, establish the project quality and timely completion. Training and project briefing, establish project rewards and punishments; set up on-site site office and related management procedures and technical file system.
2) in the construction design phase: with the Party and the weak power general contractor to organize the weak power system design review meeting; comply with the relevant national design regulations, norms; presided over the development of the system construction design program, the development of professional construction design data delivery file format, with the Party to organize the system construction design plan review, review of pipeline diagrams and installation diagrams.
3) construction stage: with the Party to organize the construction of weak power system construction coordination meeting; development of construction engineering management system; participate in regular meetings of the project, timely handling of related matters; with the engineering supervision, coordination of construction; to the Party to the engineering representatives and the command of the project submitted to the engineering monthly, weekly reports and progress reports, application for the progress of the project.
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