The Field Service Division of

By- Praveen Sidola

1- Process Flow Chart for a service call

• Incoming service call reave at NSC• Customer care tries to fix it then & there• If not - call routed to DMI regional dispatch centre,

same inform to customer• Dispatch centre identify the right technician & assign

the call • Technician called to customer and fixed appointment• Service technician resolve the problem• Inform to dispatcher for complication of call

1.1Process Flow Chart for a service call

• Involvement of the regional office is non value added,

• The right technician can identified by the call center itself, for which

• The location or area should be defined to individual technician & the call center should have same information,

• Simultaneously or in case of escalation the regional office should come in picture

1.2 Process Flow Chart for a service call

• Inform to dispatcher for complication of call is also non value added

• After resolving the issue, technician should directly call to customer care in front of customer & customer feedback, acknowledge should be an essential parameter

• Simultaneously technician should call to regional office also

2.1 Process Reengineering

• To make the process more effective • The regional office can share same

information regarding their area with call center database, either call lock or resolve

2.2- Process Reengineering

• After Identify the right technician, SMS or call can directly send to them, in which all specific detail should mentioned

2.3- Process Reengineering

• Most of the manger are engineer— Yet

engineer are good in Functional are and also have significant knowledge

ButThey face difficulty in CROSS FUNCTIONAL activity

So DMI should hire some OPERATION Manager to make the process effective

2.4- Process Reengineering

• DMI should establish a “TECHNICAL CALL CENTER” to assist the technician,This call center should have “High skilled Engineer” they will support the technician in case of any technical glitch.

2.5- Process Reengineering

• Levels in Call center-There should be 3 different level in customer care center As per the requirement and call difficulty it should move towards Upper Levels, if it unresolved then handover to “technical department” in which Technical Call center & field technician included

3- Regional Dispatch center

• If dispatcher is only working for , Call Assigning” there should no need of dispatcherCall center can directly assign the call to right Technician

• Regional center can more appropriate use for Spare part Management, Technical Assistance,Manpower planning etc

4- DMI Service Guarantee

• Service Guarantee not seems good There are significant problem related with

ProcessImprovement

DMI can improve it by empowering the technician, give them independency in comparison to controling them

5- Measurement of field service Performance

• SLA (Service Level Agreement)How many calls resolved with in defined SLA Total number of calls

• Type of Area, Number of customer, Type of customer etc. should also be part of evaluation

• Number of escalation, customer feedback• Number of repeat call with in specific time period

(Days, week, Months) • Job responsibility, commitment etc. Intangible thing

should also be a part of evaluation