After Sales Service Support SOP Draft

Schneider Electric Malaysia Page : 5 of 7
Title : After Sales Service Support Revision :1

Process Owner : Shah Aizat Razali Doc. Ref. : MY.SER.P.5.1.1R00
Approved by : Gan Choon Siew Doc. Released Date : 06.10.2015
CONTENTS
1 Revision History .................................................................................... 2
2 Purpose................................................................................................. 3
3 Scope .................................................................................................... 3
4 Responsibilities ..................................................................................... 3
5 Reference Documents ........................................................................... 3
6 Definitions ............................................................................................ 4
7 Criteria .................................................................................................. 4
8 Procedure ............................................................................................. 5
9
Appendix………………………………………………………………………………………
…….5
“Printed copy is uncontrolled, Please refer to e-library to sight the latest version for the controlled copies of Quality
Manual, Quality System Procedures, Work Instructions and Forms."
1 Revision History
Date of
No. Description of Changes Rev. Approver
Approval
Gan Choon
1 Initial Release. 0 20 May 2015
Siew
Addition of ITD processes
- 4. Responsibilities. Additional minor points. Gan Choon
2 1
- 8. Procedures. Adding in 8.2 Services – ITD. Siew
Rename 8.1 Services – After Sales Service
Support.
2 Purpose
The purpose of this procedure is to ensure proper after sales service support upon receipt service
request, wherein the process will cover from receive of request, product warranty verification,
service team engagement for site intervention, provide quotation to customer for non-warranty
support till case closed.
3 Scope
This procedure applies to the review and subsequent after sales service support upon request
received and it covers for both warranty related and non-warranty related request.
4 Responsibilities
4.1 Quality Admin / Customer Care Center (CCC) / Service Coordinator / Field Service
Representative (FSR) is responsible to verify the warranty of the product.
4.2 Quality Admin / Business Support / Sales / PEC / Services (Requestor) / CCC is
responsible to send service request to Service Coordinator for site intervention.
4.3 Requestor is required to provide information (customer details, equipment details, fault
symptoms, support requirements) to Service Coordinator for service request.
4.4 Service Coordinator shall send Field Service Representative (FSR) for site intervention.
4.5 FSR will identify the cause of failure and re-assure on failure mode due to either
product defect or user’s fault.
4.6 Service Sales shall provide quotation to customer if the product falls under non-
warranty related site intervention.
4.7 Logistic Team is responsible to deliver product to customer as replacement.
4.8 Business Support shall process the order upon receipt of customer purchase order.
4.9 Service Coordinator shall ensure the case is closed.
5 Reference Documents
5.1 Quality and Warranty Support SOP

5.2 Control of Monitoring & Measurement of Equipment SOP
5.3 Order Management SOP
6 Definitions
N/A
7 Criteria
N/A
8 Procedures
8.1 Services - After Sales Procedure.

Flow Description Dept/PIC Reference Records
Doc
1. Receive request from Quality / CCC / Service
1 customer via emails or Sales / PEC / Report
calls. Services Record
2. Warranty Related?
YES i) Check for serial number,
2
tag number and product to
verify for warranty
3. Request received from
NO
3 Quality Admin?
NO
4. Send request to Service Email

YES 4 Quality Admin for Coordinator
verification.
5. Product is under Quality Admin
YES Warranty?
5
NO 6. Refer to Quality & Quality Admin SOP - Quality

6 Warranty Support & Warranty
Process Support
7. Feedback to requestor. Quality Admin Email

7
8. Proceed to site Requestor Service

NO Report
8 intervention?
Record
YES
9. Request for Requestor Email
9 information:
i) Customer details
ii) Where to charge
10. Required information
NO provided?
10
YES
A B C
A B C
11. Pas to services sales Service Email

11 Coordinator
12. Service Sales to

NO quote?
12
YES
13. Provide quotation to Service Sales
13 customer.
14. Customer PO Service Sales

NO
14 received?
YES 15. Assign OM team Business Support SOP – Order F-Internal

15 (Service) for SO Management Job
creation Order
16. Schedule with Service SOP – Email and

16 customer: Proceed to Coordinator / Control of Phone Call
site intervention. FSR monitoring
and
measuring
equipment
17. Report findings/ Service Service
17 outcome Coordinator / Report
FSR
18. Spare part is
18
NO required?
YES
19. Trigger OM team to Business Support Email
19 purchase spare part.
20. Order processing Business Support SOP – Order SAP

Management
20
NO
A B C
A B C
21. Provide estimated Business Support Email and

delivery date to Phone Call
21
requestor.
22. Delivery Logistic
22 Outbound
23. Need site installation?

NO
23
YES
24. Schedule with Service Email and
customer for site Coordinator / Phone Call
24
intervention. FSR
25. Site intervention. FSR
25
26. Close case Service Service

Coordinator Report
26
This section should list any tables, figures, schemes, and other non-text items that must be utilized
for the successful completion of this SOP. If there aren’t any appendices, please insert “NA” under
this section.
8.2 Services - ITD Procedure

Flow Description Dept/PIC Reference Records
Doc
27. Receive request CCC / Sales / Service
1 from customer via PEC / Services Report
emails or calls. Record
28. Warranty Related?

YES i) Check for serial number,
2
tag number and product to
verify for warranty
29. Request received
NO
3 from CCC?
NO
30. Send request to Service Email

YES 4 CCC / Service Coordinator /
Coordinator for Field Service
verification. Representative
31. Product is under CCC
YES Warranty?
5
NO 32. Refer to Quality & CCC SOP - Quality

6 Warranty Support & Warranty
Process Support
33. Feedback to CCC Email / call

7 requestor.
34. Proceed to site Requestor Service

NO Report
8 intervention?
Record
YES
35. Request for Requestor Email
9 information:
iii) Customer details
iv)Where to charge
36. Required information

NO provided?
10
YES
A B C
A B C
37. Pass to services sales Service Email and

11 Coordinator / call
Field Service
Representative
38. Service Sales to
NO quote?
12
YES
39. Provide quotation to Service Sales
13 customer.
40. Customer PO Service Sales

NO received?
14
YES 41. Assign OM team Business Support SOP – Order F-Internal

15 (Service) for SO Management Job
creation Order
42. Schedule with Service SOP – Email and

16 customer: Proceed to Coordinator / Control of Phone Call
site intervention. FSR monitoring
and
measuring
equipment
43. Report findings/ Service Service
17 outcome Coordinator / Report
FSR
44. Spare part is
YES
18
NO required?
45. Contract / Warranty Email

YES or Non-Contract /
19
non-warranty
NO
46. Quote Customer Sales Email
20
NO
A B C
A B C
47. Trigger OM team to Sales / Business SOP – Order Email

purchase spare part. Support Management
21
48. Provide estimated Supply Chain Email

22 delivery date to Management
requestor.
49. Delivery Logistic
23 Outbound
50. Need site installation?

NO
24
YES
51. Schedule with Service Email and
customer for site Coordinator / Phone Call
25
intervention. FSR
52. Site intervention. FSR
26
53. Close case Service Service

Coordinator / Report
27
FSR
This section should list any tables, figures, schemes, and other non-text items that must be utilized
for the successful completion of this SOP. If there aren’t any appendices, please insert “NA” under
this section.

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Schneider Electric Malaysia Page : 5 of 7

Title : After Sales Service Support Revision :1

1 Revision History .................................................................................... 2

5 Reference Documents ........................................................................... 3

5.1 Quality and Warranty Support SOP

8.1 Services - After Sales Procedure.

4. Send request to Service Email

NO 6. Refer to Quality & Quality Admin SOP - Quality

7. Feedback to requestor. Quality Admin Email

8. Proceed to site Requestor Service

11. Pas to services sales Service Email

12. Service Sales to

14. Customer PO Service Sales

YES 15. Assign OM team Business Support SOP – Order F-Internal

16. Schedule with Service SOP – Email and

20. Order processing Business Support SOP – Order SAP

21. Provide estimated Business Support Email and

23. Need site installation?

26. Close case Service Service

8.2 Services - ITD Procedure

28. Warranty Related?

30. Send request to Service Email

NO 32. Refer to Quality & CCC SOP - Quality

33. Feedback to CCC Email / call

34. Proceed to site Requestor Service

36. Required information

37. Pass to services sales Service Email and

40. Customer PO Service Sales

YES 41. Assign OM team Business Support SOP – Order F-Internal

42. Schedule with Service SOP – Email and

45. Contract / Warranty Email

47. Trigger OM team to Sales / Business SOP – Order Email

48. Provide estimated Supply Chain Email

50. Need site installation?

53. Close case Service Service

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