ENHANCED SERVICE-SALES CUSTOMER SUPPORT PROGRAM

Objectives

• To improve customer after sales and service supports by providing extra uncalled services to the customers.
• To improve machine performance and reliability as a PM-assist activity.
• To feedback to the equipment supplier the performance of their machines and possibly recommend strategic areas for improvement.
• To lessen the liability of our service and sales from machine breakdowns.
• To energize continuous service-sales relationship with customers.
• To generate parts sales on an on-time on-need basis.
• To generate equipment sales from continuous assessments resulting to:
  • recommendation to retire old inefficient machines which are becoming too costly to maintain;
  • machine model upgrading; and
  • replacement due to obsolescence/retirement.

Program Perspective

This program is designed to provide free assessment to all machines under Edgeworth Corporation by the TSG on a periodic manner. The assessment will later provide a report to the customer and to the concerned SE for additional concerns. It has been noted that most suppliers appear only to the customer during a machine problem. Least to say that suppliers are shying away from customer unless there is an inquiry and/or a machine problem is persisting. It is a main intent of this program to change that notion for Edgeworth, either on full blast or staggered implementation basis (major machines now then minor machines later on), and consequently generate parts sales.

• This program generally applies to out-of-warranty machines under Edgeworth. The machine may or may not be directly sold by Edgeworth as long as permitted for assessment by the customer.
• This program must be an integrated part of services for machines under PM contract with Edgeworth.
• The least periodic assessment must be on a per quarter basis (every 3-months per year).

Procedures

1. TSG develops an overall assessment sked and coordinates with DDD for machine scheduling with the customers.
2. DDD formalizes the coordinated sked to the customer with cc to the buyer and to the SE.
3. SP makes the visit and the assessment.
4. SP provides the ESR to the end-user/customer. The ESR may or may not be used as the formal assessment report.
5. SP provides the formal assessment report to the end-user and to the SE.
1. The SE submits a copy of the formal assessment report to the buyer.
2. The formal assessment report is filed by DDD per machine basis, while the SE monitors the SP recommended parts either for replacement or as a required back-up spare.
3. The SE reports to the SP once a recommended part for purchase has been ordered for coordination on installation and later to follow up the results of the installation.
4. The SE reports to the buyer the installation and the results.
5. The second and future periodic assessments of the same machine are continued from Step2.
6. New machines are added by the SP and DDD in the sked as the cycle continues. On the other hand, machines being scrapped and/or transferred from the customer site are also noted and reported as part of the assessment program.
7. Another objective would be for the SP to take note on competitors’ machines on the line confidentially for our internal consumption.
8. A higher objective apart from parts sales would be for the SP to recommend the upgrade/replacement of an old machine due to:
   • unreasonable cost of maintaining the machine;
   • satisfy new requirements that the existing machine can not perform; and
   • machine obsolescence.