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Background:
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This document
describes the process necessary to support field installation of
equipment by the manufacturer.
Its intent is to provide the guidelines of activities and
items needed to provide excellent installation, customer
satisfaction and revenue growth.
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Quality and service strategy:
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As part of this
process, a service strategy towards the customer and the quality
statement is required for all to understand.
This is where the objective of
how the company
wants to treat and support the customer is defined.
See sample
guideline….
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Process steps:
The following are
the steps in the process:
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Phase
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Description
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Major
actions
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Comments
/ Documents
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1
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Pre-sales & Sale
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· Are the
customers buying the correct product for their needs?
· Who is the
customer that will own the installation process?
·
Building
the relationship with the customer through sharing knowledge.
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2
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Pre-installation set-up
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·Establishing
contact with the
customer so they
understand what they have to do?
· Get an
accurate date to set the installation time prior to the ship
date.
· Have they
done what is necessary to get the site ready for the
installation? Do they know what to expect?
·Who owns
the relationship on the vendors side?
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·
Knowledge
of the installation date
·
Send
Expectation document
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3
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Installation
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·
Getting the
date that meets the customers need
· Having the
customer ready for the installation & training.
·
Achieving
installation in one service call
·Tracking
and closing the installation if something fails
· Setting the
next steps in the building the relationship with the customer
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·
Have a
customer satisfaction survey for installation portion
· Create a
closure process when the installation is not complete
the first time
· Send report
to sales and service follow-up
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4
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Contract maintenance
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·
Getting the
next level of additional business from the customer
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Clear
measurement of are we getting better in our delivery of
Installation and service offering
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Implement
post-Installation support
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Documents:
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Major point in relationship to the documents & #
system:
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Need a consistent #
system plus a way to categorized these document (content, purpose,
owned by, where used, what to do after completed, product group)
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Need a consistent set
of major sections within the documents
( ie. what are the key points needed to be said)
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Communications
with the Customer…
Can
we use a web based collaboration tool to schedule, communicate and
provide the document repository.
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· How do we
find the person who is responsible for the installation?
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Where do we
list their names, once found?
· Is it
important to speak to the customer, verbally or can we use email?
· What do we
want to tell them and have them do?
· Is there a
schedule of activities they need to do?
· Why
aren’t we using the Internet for communications?
Ie secure web pages with password access
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Communications internally with the Field
Engineers and Sales people
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How do we
notify the Field Engineers of a new installation and what is our
expectations of them?
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How do we
communicate with them?
· How is the
hand-off done in relationship to speaking to the customer?
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Who is
responsible for the accuracy of scheduling tracking software?
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What do we
want to tell the Sales person?
What do they want?
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Installation
process:
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·How do the
Field Engineers get the necessary instructions for the installation?
·What about
tools?
· What about
unique requirements for the installations like Process requirements
& metrology tools for plasma, Calibration std for industrial?
·Coordination
with 3rd party people in microanalysis process?
· How do we
know customer is ready? Has
done all the initial work?
·The job has
been done correctly?
· We need to
go back, how do we manage that?
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Follow-up process:
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·
How do we
go back to see if everything is working correctly a few months
later?
·What do we
do with the data we collected from the installation process?, who
gets it?
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Measurements & Reports:
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- What measurements do we take alone the way?
- What reports do we do and how do we use them?
- How are we measured in relationship to the
installation process and the customers satisfaction?
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