This website uses cookies to ensure you have the best experience. Learn more

An Essay To Improve The Delivery Of Service Quality For A Technical Services Provider

1981 words - 8 pages

Introduction:

An industrial machine agent has two department, the sales department which promote and sell machines and the after sales service department which provide the after sales services and technical support to all machines sold by the sales department.

The after sales services department is the backbone of the sales department, since the professional technical support gives the potential to the sales department to sell more machines. In other word, the sales people sell the first machine to the customer, and the service people sell the second, the third - and so on - to the same customer. Usually, when the sales man approach customers to promote a machine, he promote the services ...view middle of the document...

The customer filled the required information and he wrote the error message which appeared on the machine immediately after the accident, the error message was general and not indicating what happen to the machine. Once the service coordinator received the filled form, he checked the warranty status in the database in which he found it expired, thereafter; he sent out the service quotation to the customer. In this case, the breakdown won’t be attended unless the official purchase order comes from the customer!

The service coordinator received the order on the next day, and since all the qualified engineers were already scheduled for another service jobs, he scheduled this breakdown on the next day. Once the service engineer visited the customer, it didn’t take him long time to notice that the operator encountered a collision and one sensor got broken. He sent his report to the service coordinator including all the details of the required sensor to be imported from the manufacturer.

Once the service department received a spare part request, it followed a procedure similar to the service call procedure, where the machine warranty status is checked, quotation is sent, order is received, and then place an order for the required part from the manufacturer and ship it with an express courier. This process took four days, one day the customer took to release the purchase order for the part, and three days to deliver the part.

The service engineer scheduled to replace the defected part on the next day of the part arrival, he went to the warehouse to take the required part, he waited two hours the administration desk to prepare the invoice and delivery note then checked the part and the required tools to handle execute this job by himself, and the he proceed to the customer and did the repair job in four hours.

The customer was totally not happy and not satisfied from this breakdown event, he realized afterword that the repair job is simple and it took only 4 hours, while his machine stopped for eight working days, at the same time as the machine is under breakdown, three employees were setting idle and he had to process his sheet metal part in another workshop, which increased the cost dramatically. Moreover, he was under the impression that the service department will repaired any breakdown within 24 hours!

The customer placed an official complaint to the service manager, the service manager discussed this complaint with the technical manager, and he surprised that this breakdown could be repaired temporarily if the service engineer bypassed the sensor!

Table 2 next page shows the activities which have been done during the breakdown, the gray sections indicates all the administration and preparation activities, while the blue section shows the actual repair job (“Wrench Time”).

Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8
Breakdown Occurred Admin Work Inspection Admin Work Part Shipping Admin Work Repair job
Breakdown days = 8 Wrench...

Find Another Essay On An Essay to Improve the Delivery of Service Quality for a Technical Services Provider

Recommendation to Improve the Quality of Leadership

1143 words - 5 pages I had just transitioned to a new role as part of the telephony services team after the merger between TCI and AT&T back in 1999. I was on the development team tasked with developing new processes and procedures for the first ever voice over internet protocol service. On my first day I met with my team members many of whom I had known for years while working at TCI and our new manager who transferred over from AT&T’s long distance department. My

Recommendation to Improve the Quality of Leadership

1463 words - 6 pages to being a good leader would be she struggled to effectively communicate her vision that she had for us. Winter (2013) states “If you want to lead you have to have an understanding of where you’re going and what you’re trying to accomplish, then you must be able to communicate, organize, and put the team and its manpower behind the effort” (Para. 4). With out Whitney communicating to the team what her vision is for us she set us up to fail. We

A Model-Driven Architecture Approach to the Efficient Identigication of Services on Service-orientated Enterprise Architecture

1288 words - 5 pages . This means that it is usually appropriate for the business process definition and design to be used in the process of service identification. To support this standard, the OMG has proposed an MDA approach for modeling processes and services based on a platform-independent approach [2, 3]. At the business level, our research adopts the Business Process Modeling Notation (BPMN) to provide a behavior model of the legacy system representing

This essay covers the following aspects of services marketing: -Importance of marketing of services -Why is service is difficult to manage compared to physical goods?

1492 words - 6 pages systems and processes of an organization. (Bhuiyan & Baghel, 2005; Volpe, 2003; Drucker 1991). For e.g., retail banks provide several benefits to customers such as credit cards, saving accounts, security, etc. to win/keep customers, banks must exceed or meet customers expectations. Therefore, service-quality has been the most research area of services marketing to date (Fisk et al., 1993).Pasupathy (2007) highlights that service delivery and

Use of Music to Improve Sleep Quality

2636 words - 11 pages for its sedative effects. Self-selecting relaxing music may be more effective in reducing stress since choosing music gives a person control over their environment (Labbe' et al., 2007). Multiple studies agree that music before bed is an effective and inexpensive intervention to improve quality of sleep (Harmat et al., 2008; Chan, Chan, & Mok, 2010; Koenig & Rudney, 2010). Medications are often used for problems with sleep but may produce

Quality of Care in the U.S. Healthcare Delivery System - Franklin University; Healthcare Management 735 - Essay

2243 words - 9 pages . Timeliness, the fifth dimension of quality care, is comprised of two parts. Access, the first factor of timeliness, is the ability of the patient to utilize healthcare services. Barriers to healthcare service are geographic, financial, sociocultural, temporal or physical. Many laws have been enacted to overcome barriers to healthcare services. System responsiveness is the second factor of timeliness and measures how quickly a provider can treat the

Quality of Life Applicability to The Service Enriched Housing Environment

1668 words - 7 pages ) . The Quality of Life Inventory was evaluated for clinical significance by Frisch, Clark, Rouse, Rudd, Pawleck, Greenstone and Kopplin (2005). The authors administered the QOLI to 3,927 people in various environments including a college setting, an alcohol and substance abuse clinic and a community mental health clinic. Within the community mental health clinic setting, Mexican clients scored somewhat higher than White or African American clients

The Therapeutic Intervention of Antipsychotic Medication and the Process of a Patient Changing to a New Medication to Hopefully Improve His Quality of Life

4540 words - 18 pages A therapeutic intervention is an intervention or activity aimed at enhancing mental health through one of the following: improving the quality of mental health, reducing the negative effects of mentally ill health or distress, or retaining psychological/psychosocial equilibrium (Derwen NHS Trust, 2008).This essay examines the therapeutic intervention of medication and the process of a patient changing to a new medication to hopefully improve the

HIPAA: The Impact on the Delivery of Human Services

1237 words - 5 pages and procedures regarding the use, storage, and release of protected healthcare information is essential to achieve the compliance with the privacy standards of HIPAA. The steep increase in the paperwork that must be reviewed and signed during the first visit of the healthcare facility is the most noticeable change for the consumers of healthcare services. A detailed 'Notice of Privacy Practices' which is received by the consumers for their

the importance of being a provider

1363 words - 6 pages in an old blue pickup. Sometimes I would sing with the radio and sometimes I would crack my window to let the rain slip in. It wasn’t until mid-summer that my attitude changed. On a hot and muggy Thursday, I had wondered into the local grocery store to pick up a few things for my mother. I had just finished my shift at the mine and looked like I had bathed in soot. It never occurred to me to be ashamed of my appearance, but I did notice all the

Measuring a Hotel's Quality of Customer Service

660 words - 3 pages Measuring a Hotel's Quality of Customer Service It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel

Similar Essays

Services Marketing Mix Elements:"An Evaluation Of The Logica Carnegie Group Inc.'s Target Markets And Strategy As A Professional It Service Provider" Written In 4 Hours : P

2835 words - 11 pages . Since a service is not physical, its value must be carefully thought out. The price is sometimes the first thing which clients look at. Depending on the type of service, perceptions of value differ. The price can act as an indicator of quality. A low price may seem as an attempt to cheat the customer in some way. People expect quality to cost and are willing to pay a higher price for it. That is why the service provider must be aware of how much

Akamai, Leading Provider Of Cloud Services, Offers Excellent Customer Service

2983 words - 12 pages one of the Top Workplaces “Akamai is a visionary company in an exciting industry.” It is the leading provider for cloud services for helping enterprises provide secure high performing user experiences on any device anywhere. They provide excellent background screening at low cost to be one of the most influential companies for business customers to want to do business with. They are leading role models in the technology industry and there for

Does The Management Contract Improve The Quality Of Hospital Services? Survey Of Tehran University Hospitals

924 words - 4 pages instrument was a researcher based on a questionnaire survey of satisfaction and service quality made Parasuraman and Zeitmal(Parasuraman, Zeitmal, Berry, 2004). But because the relationship with the alliance management techniques for the inventory adjustment of criteria and indicators about the health ministry in the transfer unit was used (Ministry of Health and Medical Education, 2005). The questionnaire had 14 questions. To confirm its

Improve The Quality Of Healthcare For Americans

1786 words - 7 pages flaws already in our healthcare system; it’s clear that we, as a country, need an immediate plan to improve things for the quality of life for Americans. Almost one-fourth of the U.S population lacks any variety of healthcare insurance. Many are even under-insured. The illegal population in this country also contributes to lack of insurance (Census Bureau, 2010). As a result, many Americans receive little or no healthcare at all. Some are