TITLE OF THE PROJECT

SERVICE MANAGEMENT
SYSTEM
INTRODUCTION

About Project:
Information Technology has come out as a boon in the spheres of industry,
medicine, engineering, agriculture, transportation, electronic and electrical devices. I.T. has boosted
progress beyond description.

The present epoch is given to the Information Technology. Information

Technology is a new and fresh integrated approach and a key to unlock all the intricate problems of our
modern era. This technology tends to cater all our needs. I.T. is not only an Integrated Approach, but
also job-oriented & concrete device to aware us of the up-to-date skill and knowledge.

Moreover with the advent of the Internet technologies, world have change lot call it
the social web. Through the .com bubble and bust, one trend has never wavered. Every year, millions
more people around the world are using the internet to interact in more ways then ever before to date,
find old classmates, check on medical elements and cures, to read and express alternative views of the
news, and even to give live sales help online.

The service sector in today’s world is the fastest growing sector and the web-based
services are not only the important but it is also in demand. Service Management is integrated into
Supply Chain Management(SCM) and Customer Relationship Management(CRM) as the joint between
the actual sales and the customer. The aim of high performance Service Management is to optimize the
service-intensive supply chains, which are usually more complex than the typical finished-goods supply
chain. Most service-intensive supply chains require larger inventories and tighter integration with field
service and third parties. They also must accommodate inconsistent and uncertain demand by
establishing more advanced information and product flows. Moreover, all processes must be
coordinated across numerous service locations with large numbers of parts and multiple levels in the
supply chain. Among typical manufacturers, post-sale services (maintenance, repair and parts) comprise
less than 20 percent of revenue. But among the most innovative companies in Service, those same
activities often generate more than 50 percent of the profits.
 The Service Management System (SMS) deals with creating a single network to have a
consistent approach of collecting Information on all service related activities across all ASPs spread
across Delhi & NCR Region. The system should be capable of recording and monitoring repair jobs
assigned to technicians, the turn around time, the failure/repair of various components, Stocks available
with various depots, etc. The system should analyze service support system of various Products and
generate analysis reports which would be used by management to optimize system for cost and
Efficiency. This SMS is maintaining all Warranty and AMC Records of various Products like A.C., Washing
Machine, and Refrigerator etc. across all Delhi & NCR Region.

PROJECT OBJECTIVE

Service Management is moving to the forefront as a business strategy. Organisations now have
to consider the quality of the services they provide and focus on the relationship with customers. To
maintain growth and customer loyalty in a competitive environment, leading companies are now
recognizing the need to improve Service and Service Parts Management capabilities. The objective of
the project “Service Management System“ is to focus on the post sale services provided by an
organization.

The major objectives of this project are as follows: -

 The objective of my project is to make easy the system of an organization simple, reliable,
user friendly and corrective. Moreover less time consuming as compared to manual work.
 This will lead to increase in the efficiency of the staff and the members of the organization
with a little throughput.
 This project is made as user friendly as possible so that any one can use it with a little
knowledge of computers.
 This project will reduce the tedious job of paperwork by keeping all the details of items,
supplier, calls/complaint, patty cash, stock, customer etc stored in the form of database.
 Up-to-date information of calls/complaints, performance of status technicians(who attend
the calls) and other enquires.
 Helping the user as well as service provider to give and take support for the various product
 and services.
 Improve customer satisfaction level by providing online product and services wise complain
and support system provides quick response and better facilities.
 Providing a status and remark page gives the clear indication that the particular
call/complain got the support by service provider or not.
 The call/complain status also gives the clear picture that how long a service provider takes
to give service or support against a particular call. So the monitoring work is also carried out
by this proposed system.
 Providing Secured Environment for secured data access wherever necessary.
 Retrieval of data from database using easy buttons links and interfaces in a very fast and
efficient manner.
 It also minimizes technician visits- if they have right part in hand, they can fix the problem
on the first visit and it could be possible by proper managing the call/ complaints.

Developing a viable candidate system that fulfills the Following requirements: -

 Easy lodge of a complain/call.

 Faster and accurate information retrieval.
 Login dependent information retrieval and updating for authorized user.
 Correct and consistent maintenance of data and its Quick retrieval.
 Minimizing the page download time and hence less Investment.
 Improving the switches button and hyperlink so that the user can easily put all
the queries in detail as they need.
 Maintaining the fast download of the page by using the flavors of cookies.
 Smooth transition and easy access to the pages not requiring much training
to the end user.

The overall objective is to develop the Service Management System to provide fast and easy support to
service providers that can manages calls/complaints of customers to provide services on the items they
have purchased.