EMCO ELECTRONICS Appr.

By :

Page No. 1 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

1.0 PURPOSE :

To provide services after sales to customer & protect customer

returned products.

2.0 SCOPE :

Applicable to all products manufactured by EMCO Electronics.

3.0 REFERENCES :

SR00 - 402 Format -"Factory Service Report"

SR00 - 403 Format -"Site Service Report"
SR00 - 405 Format -"Service Register"
SR00 - 406 Format -"Service Replacement Record"
HS00 - 410 Format -"Invoice (CM Series)"
SRXX - 502 List -"Check List for Servicing (Product)"
SR00 - 408 Format -"Summary of On-time In-Warranty Service provided
at factory"
SR00 - 409 Format -"Summary of Repeat Services for same unit"

4.0 ANNEXURES :
Annexure A - Process Maps & Flow-Charts
Annexure B - Records Table
Annexure C - Guidelines

DOC. TITLE : Procedure for Servicing
Annexure A - PROCESS MAPS & FLOW-CHARTS
Process Owner :
Ÿ Head Production
Process Inputs :
Ÿ Calls / Returned Units
Process Verification :
Ÿ Through Auditing and
Process Performance Measures
EMCO ELECTRONICS Appr. By :
Page No. 2 of 7
Doc No. SR00-201
Issue No. 5
Issue Dt. 01-04-10
Process Controls : Process Goals (Targets) :
Guidelines (Annexure 'C') Ÿ In warranty returned products to
be serviced within 3 Working
days
Ÿ No repeated service for same
units within 3 months
Process Name : Process Outputs :
Servicing Ÿ Service Register
Ÿ Service Reports
Ÿ Service Replacement Register
Process Resources (Means): Process Measures (Metrics) :
Ÿ Trained Personnel Ÿ No. of days for Warranty Repairs
Ÿ Equipment / Tools at factory (SR00-408)
Ÿ No. of repeat service for same
unit within 3 months (SR00-409)
 EMCO ELECTRONICS Appr. By :

Page No. 3 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

Servicing

Receipt of Calls /
Returned Units

Details of service calls / products

Sales Asst.
Service
received for servicing are entered
A1.1

Register
in Service Register
SR00-405

Unit Returned Yes

Call / Unit
In Warranty ?
Return ?

Call
No
Solutions provided through Depending on the
Hd. Prod.

Sales. Asst.
Ÿ Phone Customer,
A1.2

A1.4

Ÿ Fax Service Charges

Ÿ E-mail sent and
approval obtained

Problem Yes
B
resolved ?

No
Sales. Asst.

Service
Update
A1.3

Register
Service Service Register
required at A
SR00-405
site ? Yes

No Depending on the
Customer, Service
Sales. Asst.

Service
No Charges sent and
A1.4

Charges
In Warranty ?
approval obtained
Customer asked to return
Yes faulty unit for servicing

Replacement Unit sent B

Sales. Asst.

wherever possible and

A1.5

Replacement Register updated

Service
Customer asked to return faulty
Replacement
unit for servicing
Record

SR00-406
B
 EMCO ELECTRONICS Appr. By :

Page No. 4 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

No
In Warranty ?

Yes Depending on the

Customer Service

Sales. Asst.
Service
charges sent and

Sales. Asst.

A1.6
Charges
Service person sent after approval Obtained before
A1.7

approval of travel charges sending service persons

at site
Service Per.

SRXX-502
Unit serviced and checked
A1.8

Checklist for
as per Checklist for Servicing
Servicing

Site Service Report filled

Service Per.

Site Service
and customers acceptance
A1.9

Report
obtained
SR00-403

Problem Yes
resolved ?
Sales. Asst.

Service
A1.10

No Update Service Register Register

SR00-405
Service Per.
A1.11

Unit / Parts brought back to

the factory

B
 EMCO ELECTRONICS Appr. By :

Page No. 5 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

B
Service
Register
Service Register updated for units

Sales. Asst.
A1.12

/ replaced parts brought / sent SR00-405

back to the factory

Service Tag

Unit / Parts returned to the factory

Sales. Asst.
Factory
A1.13

for service are entered in Factory

Service Report
Service Report & tagged for
identification
SR00-402

SRXX-502 Units serviced as per Check list

Service Per.

Factory
A1.14

Checklist for for servicing and Factory Service Service Report

Servicing Report updated
SR00-402

Invoice CM Series sent to

Sales. Asst.

Invoice CM
customer for making payment
A1.15

Series
Unit returned to customer on
receipt of payment & Service
HS00-410
Register updated

Service
Analysis of problems / parts
Sales. Asst.

Register
A1.16

replaced done & necessary

corrective action taken SR00-405
 EMCO ELECTRONICS Appr. By :

Page No. 6 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

RECORDS TABLE
Sr. RECORD RECORD RECORD MAINTAINED RETENTION
No. REFERENCE DESCRIPTION LOCATION BY PERIOD

1. SR 00 - 801 "Servicing File" : Sales Sales 1Year

- Factory Service Report Department Assistant
(SR00-402)
- Site Service Report
(SR00-403)
- Service Charges
- Invoice (CM Series)
(HS00-410) and related
correspondance

2. SR 00 - 808 Invoice (C.M Series) File Sales Sales 3 Years

(HS00-410) Department Assistant

3. SR 00 - 901 "Service Register" Sales Sales 3 Years

(SR00- 405) Department Assistant

4 SR 00 - 902 "Service Repalcement Register" Sales Sales 3 Years

(SR 00- 406) Department Assistant
 EMCO ELECTRONICS Appr. By :

Page No. 7 of 7
Doc No. SR00-201
DOC. TITLE : Procedure for Servicing
Issue No. 5
Issue Dt. 01-04-10

Annexure C - Guidelines

1 Units / Modules returned should be handled with care and stored properly
to avoid any damage to customer property

2 Equipments used for Calibration should have valid Check Status Sticker
(CB 00-403)

3 Appropriate version of documents should be referred as per Sr.No of unit