After Sales Service Support - SOP Draft

Schneider Electric Malaysia
Page
: 5 of 7
Title
Revision
:1
Process Owner : Shah Aizat Razali
Doc. Ref.
: MY.SER.P.5.1.1R00
Approved by
Doc. Released Date
: 06.10.2015
: After Sales Service Support

: Gan Choon Siew
CONTENTS
Revision History.....................................................................................2
Purpose..................................................................................................3
Scope.....................................................................................................3
Responsibilities......................................................................................3
Reference Documents............................................................................3
Definitions..............................................................................................3
Criteria...................................................................................................3
Procedure...............................................................................................4
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."
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: 5 of 7
Title
Revision
:1
Doc. Ref.
: MY.SER.P.5.1.1R00
Approved by
Doc. Released Date
: 06.10.2015
Revision History
No.
1
: Gan Choon Siew
Description of Changes
Initial Release.
Rev
.
Approver
Date of
Approval
Gan Choon
Siew
20 May 2015
Gan Choon
Siew
Addition of ITD processes

2
4. Responsibilities. Additional minor points.

8. Procedures. Adding in 8.2 Services ITD.
Rename 8.1 Services After Sales Service
Support.
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:1
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: Gan Choon Siew
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.
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.
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 users fault.
4.6 Service Sales shall provide quotation to customer if the product falls under nonwarranty 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.
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: Gan Choon Siew
Reference Documents
5.1 Quality and Warranty Support SOP

5.2 Control of Monitoring & Measurement of Equipment SOP
5.3 Order Management SOP
Definitions
N/A
Criteria
N/A
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: Gan Choon Siew
Procedures
8.1 Services - After Sales Procedure.

Flow
1
YE
S
YE
S
YE
S
Dept/PIC
Reference
Doc
Records
1. Receive request from

customer via emails or
calls.
Quality / CCC /
Sales / PEC /
Services
Service
Report
Record
Service
Coordinator
Email
2. Warranty Related?
i) Check for serial number,

tag number and product to
verify for warranty
3. Request received from

Quality Admin?
NO
NO
Description
4. Send request to
Quality Admin for
verification.
5. Product is under
Warranty?
Quality Admin
6. Refer to Quality &

Warranty Support
Process
Quality Admin
7. Feedback to requestor.
Quality Admin
Email
Requestor
Service
Report
Record
Requestor
Email
NO
SOP - Quality
& Warranty
Support
7
NO
8. Proceed to site
intervention?
8
YE
S
9. Request for
information:
i)Customer details
ii)
Where to charge
10. Required information
provided?
10
YE
S
NO
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C
11. Pas to services sales
11
NO
12
15
13. Provide quotation to

customer.
Service Sales
14 NO
14. Customer PO
received?
Service Sales
15. Assign OM team

(Service) for SO
creation
YE
S
17
Email
12. Service Sales to

quote?
YE
S
13
16
18
Service
Coordinator
Business
Support
SOP Order
Management
F-Internal
Job
Order
16. Schedule with

customer: Proceed to
site intervention.
Service
Coordinator /
FSR
SOP
Control of
monitoring
and
measuring
equipment
Email and
Phone Call
17. Report findings/

outcome
Service
Coordinator /
FSR
Service
Report
19. Trigger OM team to

purchase spare part.
Business
Support
Email
20. Order processing
Business
Support
18. Spare part is

required?
NO
YE
S
19
20
SOP Order
Management
SAP
NO
A
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: Gan Choon Siew
21
21. Provide estimated

delivery date to
requestor.
Business
Support
22. Delivery
Logistic
Outbound
22
23
NO
YE
S
24
Email and
Phone Call
23. Need site installation?
24. Schedule with

customer for site
intervention.
Service
Coordinator /
FSR
25. Site intervention.
FSR
Email and
Phone Call
25
26. Close case
26
Service
Coordinator
Service
Report
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 arent any appendices, please insert NA under
this section.
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: 5 of 7
Title
Revision
:1
Doc. Ref.
: MY.SER.P.5.1.1R00
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Doc. Released Date
: 06.10.2015

: Gan Choon Siew
8.2 Services - ITD Procedure

Flow
1
YE
S
YE
S
YE
S
Dept/PIC
Reference
Doc
Records
27. Receive request from

customer via emails or
calls.
CCC / Sales /
PEC / Services
Service
Report
Record
Service
Coordinator /
Field Service
Representative
CCC
Email
28. Warranty Related?
i) Check for serial number,

tag number and product to
verify for warranty
29. Request received from

CCC?
NO
NO
Description
30. Send request to CCC /

Service Coordinator
for verification.
31. Product is under

Warranty?
NO
32. Refer to Quality &

Warranty Support
Process
CCC
33. Feedback to requestor.
CCC
Email / call
Requestor
Service
Report
Record
Requestor
Email
SOP - Quality
& Warranty
Support
7
NO
34. Proceed to site

intervention?
8
YE
S
35. Request for

information:
iii)
Customer details
iv)
Where to charge
10
YE
S
36. Required information

provided?
NO
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:1
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: Gan Choon Siew
C
37. Pass to services sales
11
NO
12
15
39. Provide quotation to

customer.
Service Sales
14 NO
40. Customer PO
received?
Service Sales
YE
S
17
18
19
YE
S
NO
Email and
call
38. Service Sales to

quote?
YE
S
13
16
YE
S
Service
Coordinator /
Field Service
Representative
41. Assign OM team

(Service) for SO
creation
Business
Support
SOP Order
Management
F-Internal
Job
Order
42. Schedule with

customer: Proceed to
site intervention.
Service
Coordinator /
FSR
SOP
Control of
monitoring
and
measuring
equipment
Email and
Phone Call
43. Report findings/

outcome
Service
Coordinator /
FSR
Service
Report
44. Spare part is

required?
NO
45. Contract / Warranty

or Non-Contract /
non-warranty
46. Quote Customer
Email
Sales
Email
20
NO
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: MY.SER.P.5.1.1R00
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Doc. Released Date
: 06.10.2015

: Gan Choon Siew
C
47. Trigger OM team to
purchase spare part.
21
48. Provide estimated

delivery date to
requestor.
22
49. Delivery
23
24
NO
YE
S
25
Sales / Business
Support
Supply Chain
Management
SOP Order
Management
Email
Email
Logistic
Outbound
50. Need site installation?
51. Schedule with

customer for site
intervention.
Service
Coordinator /
FSR
52. Site intervention.
FSR
Email and
Phone Call
26
53. Close case
27
Service
Coordinator /
FSR
Service
Report
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 arent any appendices, please insert NA under
this section.

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