After-sales service plan 2022 template 1
Project after-sales service scheme As the project contractor, our company will strictly abide by the provisions of the tender and contract, and provide the owners with the responsibilities and obligations within the warranty period of one year from the date when the system is completed and accepted. After the warranty period, considering the continuity of equipment maintenance, it is suggested that the owner sign a maintenance contract with our company to ensure the necessary technical support and management support for the normal operation of the system.
In order to better implement the after-sales service of this lighting and lighting project, the following plans are made to explain the matters related to after-sales service:
1 A quality assurance service group centered on the engineering department of Jiangsu Green Lighting Engineering Co., Ltd. is set up in this project, with three fixed-point maintenance personnel as the mainstay, so as to ensure that maintenance personnel will rotate for a long time.
2. The Company solemnly promises that:
2. 1 We will be responsible for providing on-site safety operation and necessary maintenance training to the construction unit. The contents include the basic structure and performance of the system and equipment, the construction, use and repair of main components, daily maintenance and management, troubleshooting of common faults, emergency handling, etc. The training place is mainly at the equipment installation site.
2.2 Regular inspection: We will conduct a comprehensive inspection on the equipment working condition every quarter and submit the inspection report to the tenderee.
2.3 Troubleshoot in time, make necessary repairs and replace non-man-made damaged parts free of charge. We will provide a permanent 7-day ×24-hour hotline service and long-term free technical support. We will respond to the service notice of the purchaser within 1 hour after receiving the report, arrive at the site within 48 hours, and handle it within 48 hours. If the failure of the main equipment is still not handled within 48 hours, we will provide the equipment of the same grade to the purchaser for temporary use free of charge or take emergency measures to solve it, which shall not affect the normal use of the purchaser.
3. During the quality warranty period, all maintenance costs and spare parts are provided by us free of charge without human factors.
4, after the warranty period, if you need to continue maintenance, you can refer to the warranty method. In case of special accessories, you can handle them on your behalf.
After-sales service plan 2022 template 2
A, after-sales service agencies:
Address:
After-sales Customer Service Department Tel:
After-sales Customer Service Manager:
Equipment and contact information of relevant personnel of the Owner: (provided by the Owner)
B, after-sales service training program
Prepare a training plan for the lamps and lanterns equipment products in the project contract submitted by our company, and train the relevant personnel of the owner free of charge according to the training plan formulated by our company:
1, principle and analysis of product performance, characteristics and structure
2, product application and installation requirements and specifications
3. Key points and precautions of product operation and maintenance
4. Training schedule and content arrangement (speaker: after-sales service manager and after-sales service engineer) In order to effectively carry out the maintenance of the system and satisfy users, it is necessary to confirm the owner's main responsible person system for the maintenance of the system. Maintenance, maintenance system should be strictly implemented, guide the owner how to do a good job of operation and maintenance records, and the staff should confirm and sign the maintenance records.
C, quality assurance
1, quality guarantee period
The quality guarantee period of all goods under the contract is 2 years from the date of issuance of the acceptance certificate. If any part of the contract is defective or damaged, our company will be responsible for it.
Spare parts with packaging can be put on hold for a maximum of 5 years.
2, guarantee responsibility
During the quality guarantee period or the extended quality guarantee period, if the equipment fails, our company will complete the repair or replacement within 24 hours after receiving the notice from the owner, so as to restore the goods to the state stipulated in the contract.
Our company agrees to deal with the failure of a part or the whole lamp during the quality guarantee period or the extended quality guarantee period in one of the following ways:
(1) If a component has been repaired for more than 3 times, replace it with a qualified component;
(2) If a whole lamp is repaired for more than 3 times, the whole lamp shall be replaced. During the quality guarantee period or extended quality guarantee period, our company provides free warranty for the supplied goods.
Repair, including all the expenses incurred to and from the site.
3. Guarantee of potential defects
The warranty period for potential defects is 24 months after the expiration of the warranty period.
During the warranty period of potential defects, our company will be responsible for the potential defects in the goods due to design errors, material defects and rough workmanship, but not found in reasonable inspection before the expiration of the warranty period or extended warranty period, and will replace them unconditionally.
4, maintenance tasks
After receiving the complaints from users or the defects found in the project return visit, professional maintenance personnel should be sent to the site within 24 hours after receiving the notice to further determine the defects found, propose solutions within 48 hours, fill in the customer maintenance record form, and complete the replacement within 72 hours.
After the maintenance task is completed, the person in charge of maintenance shall fill in the detailed maintenance record form and submit the customer maintenance record form signed and confirmed by the owner to our company for the record.
D, regular inspection
1, patrol once a month; Regular equipment maintenance; Special inspections and minor repairs in case of abnormality; 24-hour fault repair, consultation and technical support; Annual equipment maintenance and repair.
2. Take three months as an inspection cycle, and cooperate with the owner to comprehensively clean, clean and inspect the electrical equipment of the product. Find faults and hidden dangers in time, handle and solve them in time, and remove faults in the bud. Avoid expanding the fault range. Ask and assist the owner to formulate the maintenance system and measures, and carry out necessary maintenance for all equipment during the maintenance period; And make maintenance and maintenance records.
3. Notice at the time period required by the Owner or at any time.
E. Emergency response plan
1, before the system is put into formal operation, make an emergency treatment program plan and submit it to the owner.
2. Upon receiving the emergency notice from the owner, immediately call to know the current situation of the fault in detail and give suggestions on maintenance measures. In order to save time as much as possible, you can try your best to guide the owner to repair it by himself.
3. If the owner can't repair it by himself, our service engineer will take spare parts and use the fastest means of transportation to arrive at the site within eight hours and cooperate with the owner's relevant personnel to troubleshoot within two hours.
4. Determine the work content according to the emergency handling program scheme, mainly including: knowing the working conditions before the failure, the time when the failure occurred, the characteristics and present situation of the failure, checking the corresponding operation records, etc., and immediately determining the emergency handling measures and specific work content.
5. After the maintenance is completed and the operation is normal, analyze the causes of the failure and adopt the treatment measures to the relevant personnel of the Owner.
F, after-sales service commitment
1, prevention first, planned maintenance, required courses, required courses, once promised, lifelong service. Perfect and fast after-sales service system is not only the company's commitment to customers, but also the basic guarantee for the company's stable development.
2. Implement an all-weather duty system without holidays, and complete equipment maintenance and accident repair service within 24 hours.
3. During the warranty period, we shall be responsible for the lamps and equipment products in the project contract tendered by our company, which belong to the warranty content and project, and our company will send someone to repair them within 24 hours after receiving the repair notice. If we don't send someone to repair it within the specified period, the owner can entrust other people to repair it, and the warranty fee will be deducted from the quality guarantee fund. We are responsible for maintaining and maintaining all the equipment stipulated in the contract, and replacing and repairing any equipment or parts damaged by non-human factors unconditionally and free of charge. Main commitments of equipment maintenance and management.
4. Free warranty items promised by our company for customers during the quality guarantee period as stipulated in the supply contract.
5. After the customer's equipment is repaired, we will replace the main equipment, and the company promises to continue to guarantee the replaced main equipment.
6. Special maintenance: In addition to providing basic operation and maintenance services, it also provides special inspections, minor repairs and 24-hour technical support when equipment is abnormal.
7. The telephone support service manager can directly contact the technicians of our company by telephone, and our system engineers will provide professional technical advice to users by telephone to solve the problems in the user system as quickly as possible.
8. On-site maintenance service When our engineers can't solve the problem by phone, we will quickly send engineers to the site to carry out maintenance work with parts and tools until all the problems are solved.
9. Specialized technical support services
We will appoint two engineers to be responsible for the maintenance of this system, so that we can respond to users' calls at any time, make suggestions and solve problems faster.
10, warranty registration
After the acceptance of lamps and lanterns equipment products, we will establish a complete system equipment configuration and maintenance file to help us concentrate and solve problems better and faster.
1 1, our company has always adhered to the tenet of customer first, service first, quality assurance and corporate image maintenance, adhered to the principle of customer first, and implemented planned, step-by-step, most enthusiastic, best-quality and fastest technical services for the equipment sold on the principle of owner's requirements, engineering needs and ensuring the effective implementation of the project, engineering quality and engineering safety and reliability. Perfect service is an important part of contract execution, which will run through the whole contract process and ensure the smooth execution of the contract project.
In the long-term design, construction, supply and service of lighting engineering, our company has a professional after-sales maintenance service center to provide comprehensive, high-quality service and quality assurance for the lighting equipment of the bidding project.
G. Measures to ensure after-sales service of the project
1, take the initiative to pay a return visit once a month. During the return visit, check the working status of all equipment together with the owner's management personnel, provide further technical training to the owner's management personnel, timely solve the equipment failures and hidden dangers that the management personnel failed to find in time, and fill in the equipment return visit form for archiving.
2. After receiving the user's notice, our company promises to send professional technicians to the site within 24 hours to check the cause of the problem and propose solutions. General faults are eliminated at the site. For the faults that cannot be solved at the site, our company will implement the solution as soon as possible after consultation with the owner.
3. Spare parts first: when the equipment cannot be repaired in time within the specified time and the system cannot be stopped, the damaged equipment shall be replaced with spare parts first to ensure the continuous normal operation of the system, and the commonly used product spare parts are available for after-sales service.
4. Our company has set up full-time after-sales service technicians to provide after-sales service for this project, provide a hotline, and make a special person responsible for it, and require to fill in the after-sales service records for archiving as a proof to examine its performance.
5. Help users to establish a complete system management system and equipment inspection system.
6. Our company has set up the after-sales service file of this project, and can inquire about the historical records of equipment installation, operation and maintenance of this project at any time.
7. During the warranty period, only the cost will be charged for fault maintenance or component replacement not due to the quality of the product itself.
8. After the warranty period, we will provide customers with after-sales service of life-long cost for fault maintenance or component replacement, or we can sign a long-term maintenance agreement according to the owner's wishes. Our company has strong technical force, advanced facilities and perfect rules and regulations to provide customers with satisfactory long-term after-sales service.
Our company will provide the following pre-sales technical services:
1, put forward reasonable design scheme and equipment selection for different projects before bidding.
2, according to the requirements of the tender documents, accounting equipment technical indicators, and submitted to the owner.
3. Provide complete technical data consistent with the equipment to the owner (including samples and drawings).
4. Be responsible for providing corresponding technical training services free of charge, and training more than 5 owners' operators free of charge, so as to ensure that the owners' operators can skillfully operate the equipment and master the basic maintenance of the equipment.
Personnel training plan
1, after the completion of the project, 10 working days to arrange daily maintenance and overhaul training for the lamps of the user unit. The training lasts for 2 days.
2. Training place: Project location.
After-sales service plan 2022 template 3
Project after-sales service scheme As the project contractor, our company will strictly abide by the provisions of the tender and contract, and provide the owners with the responsibilities and obligations within the warranty period of one year from the date when the system is completed and accepted. After the warranty period, considering the continuity of equipment maintenance, it is suggested that the owner sign a maintenance contract with our company to ensure the necessary technical support and management support for the normal operation of the system.
In order to better implement the after-sales service of this lighting and lighting project, the following plans are made to explain the matters related to after-sales service:
1 A quality assurance service group centered on the engineering department of Jiangsu Green Lighting Engineering Co., Ltd. is set up in this project, with three fixed-point maintenance personnel as the mainstay, so as to ensure that maintenance personnel will rotate for a long time.
2. The Company solemnly promises that:
2. 1 We will be responsible for providing on-site safety operation and necessary maintenance training to the construction unit. The contents include the basic structure and performance of the system and equipment, the construction, use and repair of main components, daily maintenance and management, troubleshooting of common faults, emergency handling, etc. The training place is mainly at the equipment installation site.
2.2 Regular inspection: We will conduct a comprehensive inspection on the equipment working condition every quarter and submit the inspection report to the tenderee.
2.3 Troubleshoot in time, make necessary repairs and replace non-man-made damaged parts free of charge. We will provide a permanent 7-day ×24-hour hotline service and long-term free technical support. We will respond to the service notice of the purchaser within 1 hour after receiving the report, arrive at the site within 48 hours, and handle it within 48 hours. If the failure of the main equipment is still not handled within 48 hours, we will provide the equipment of the same grade to the purchaser for temporary use free of charge or take emergency measures to solve it, which shall not affect the normal use of the purchaser.
3. During the quality warranty period, all maintenance costs and spare parts are provided by us free of charge without human factors.
4, after the warranty period, if you need to continue maintenance, you can refer to the warranty method. In case of special accessories, you can handle them on your behalf.
After-sales service plan 2022 template 4
What measures are there to improve the after-sales service plan? Ladies and gentlemen, let's take a look at the following related measures!
1, establish and improve after-sales service records.
After-sales service logs, service problem response records, customer suggestions and other forms are all original documents that record the level and dynamics of after-sales service, and a large number of product improvement measures, service improvement links and unexpected problems are hidden in these original materials. The secondary development of after-sales service records is the core of enterprise after-sales service development.
2. Establish a customer committee.
Establish a customer Committee with the participation of the enterprise, the customer and the after-sales service provider, and gain development and improvement momentum through mature operation and organization, meetings, seminars and activities.
3. Reward customers' suggestions.
For the suggestions made by many enthusiastic customers, most enterprises ignore them, or just express their oral and written thanks, without following or rewarding them. An open enterprise must be an enterprise with the participation of customers. Enthusiastic customers participate in the whole process of R&D, production, sales and service, and the enterprise relies on the full support of these loyal "supernumerary employees".
4. Encourage customers to complain.
Set up a complaint enthusiasm, which is convenient for customers to complain and put forward opinions. The enterprise supervision department will send a special person to answer and record, and encourage customers to complain about poor after-sales service through the hotline. The staff of the complaint hotline must be separated from the after-sales service department and have no interest relationship. At the same time, we must pay attention to the need to counter-supervise the staff of the complaint hotline and hold them accountable for their complaint acceptance, because most of the staff of the complaint hotline will keep things quiet and perfunctory.
5. Take the initiative to call
Take the initiative to call customers who accept after-sales service, learn about after-sales service, solicit customers' opinions, and make records and sorting out.
6. Visit customers regularly
Organize personnel to visit important customers regularly and collect customers' opinions and suggestions. You can also organize seminars and invite customers to attend to achieve this goal.
7. Set up secret supervision.
The enterprise appoints staff members who do not reveal their identities to disguise customers' sampling inspection, supervise services, and make corresponding records.
8, public * * * places suggested form.
Set up a suggestion form distribution point in the place where the target customers often move, so as to facilitate customers to take it, fill in opinions and suggestions and feed them back to the enterprise.
After-sales service plan 2022 template 5
The organization and implementation of the project is the key to the success or failure of the whole project. Before the project is launched, a feasible scheme is formulated to realize high-quality safe production, so as to provide users with a high-quality system that meets the current needs, and it should provide the greatest convenience for future maintenance and upgrading and save money as much as possible.
The systematic engineering implementation of intelligent weak current general contracting system is a comprehensive and coordinated management work, and its core is effective management. Johnson controls Company and Yihai Company, as engineering designers and project managers of positioning BMS system integration, have ISO900 1 certification, introduced international advanced SI_SIGMA management concept, adhered to the enterprise concept of "people-oriented, * * * common development", and trained and introduced a group of mature technical designers and project managers after years of practical engineering training. At the same time, we constantly explore the mode of project implementation, set up a "joint fleet" for overall operations, and realize the transformation from the practical engineering mode designed and installed by our company to the intelligent mode of constantly strengthening our own technical strength, quality assurance system and exporting project management mode, so as to control the project cost, flexibly integrate the organization, integrate the project construction teams of various professions with the management concepts of Johnson and Yihai, and vigorously develop the advantages of social resources while giving full play to the resources of both parties.
The main contents of our project management will be introduced:
I. Project Management
In the process of project implementation, on the one hand, it is necessary to coordinate with the construction unit and various professional construction units, on the other hand, it is necessary to work out the best project progress plan, control the progress, supervise the quality and do a good job in safety production. The allocation, organization and coordination of resources and quality and safety production in different engineering stages are the key points of our company in project management:
1, allocation of human, financial and material resources
2. Progress supervision of design, construction and service links
3. Quality supervision of design, construction and service.
4. Safety supervision in design, construction and service.
5. Management of compliance with laws and regulations
Second, business management
After obtaining the intelligent weak current general contracting contract, it is necessary to determine and select qualified equipment and material suppliers in time and issue orders to them; Qualified products, sufficient supply and timely delivery are the core of business management.
1. Management of documents such as general contract and commodity order.
2. System of equipment suppliers
3. Formulation and control of commodity delivery period
Third, design management
The deepening design of the project, good or bad, is the premise of obtaining an excellent project. Through the communication with the construction unit and design unit, we can analyze the user's needs, understand the design idea of the design unit and understand the actual needs of the users, so as to make the deepening design scheme that the users are satisfied with. Our company will send a team of experienced professional and technical engineers to complete the in-depth design, and invite experts and consultants to form a joint review team to comment on various systems and integration schemes. In the design of weak current system engineering, resolutely implement and carry out national and industrial technical standards and specifications, and carry out in-depth design according to the requirements of Huawei's tender:
1, filing of technical standards and specifications
2, the system design specification file
3, system design drawings
4, system construction drawings
5. System software design and configuration documents
Fourth, the construction management
In the process of construction, in addition to requiring the construction and technology to conform to the specifications, it also involves the management contents of other disciplines. The key to the indispensable construction management of the project lies in its coordination and organization. Our company will take effective measures to do a good job in construction management in the following aspects:
1, project qualification management (unit qualification, personnel qualification, tool qualification)
2, equipment and materials management (material approval, acceptance system, warehouse management)
3, the construction schedule management (schedule, schedule execution)
4, construction quality management (acceptance system, finished product protection)
5, the construction safety management
6. Interface management of construction
7. Organization and management of construction
8, project document management
V. Technical management of the project
The technical management of the project runs through the whole process of the project construction, and our company will send experienced professional technical engineers to participate in the technical supervision of the project. Implement and carry out national and industrial technical standards and specifications, and construct in strict accordance with the requirements of intelligent weak current system engineering design. Technical supervision and effective management in providing equipment, wire specifications, installation requirements, on-line records, commissioning process, acceptance standards and other aspects, and its management contents are reiterated as follows:
1, management of technical standards and specifications
2, installation process guidance and management
3, debugging and management
Six, engineering quality management
Engineering quality management is a comprehensive reflection of our various site work. Our company will make the following quality links in actual construction, and do a good job in quality control, quality inspection and quality evaluation:
1, standardization of construction drawing and quality standard of drawing
2, pipeline construction quality requirements and supervision
3, wiring quality requirements and supervision
4, wiring construction quality requirements and supervision
5. Audit, implementation and quality supervision of commissioning outline
6. Parameter statistics and quality analysis during system operation
7. Steps and methods of system acceptance
8. Quality standards for system acceptance
9. Specification requirements for system operation and operation management
10, system maintenance and repair specifications and requirements
1 1, annual inspection records and system operation summary
Seven, safety production management
Safety production management is essential for the quality and quantity of the project to be completed on schedule. We will make the following safety production links in actual construction and do a good job in safety production control and inspection:
1, safety of personnel entering the construction site
2. Safe storage of storage equipment
3. Finished product protection of installation equipment
Chapter II Construction Organization and Personnel Arrangement
I. Organizational structure of the project
1, project manager responsibilities
Responsible for the daily management and resource allocation of the whole project, promote the progress of the project, and solve various emergencies. The company decided to deploy the most capable and experienced senior project managers who have organized and implemented similar large-scale integrated system projects, and adopt the project manager responsibility system, which has the absolute right to allocate the manpower, material resources, financial resources, partnership construction teams and other project resources of the company to ensure the quality and quantity of the project to be completed on time.
Specific personnel: _ _ _, _ _
Its specific responsibilities are:
1) Pre-preparation stage: analyze the project reality, prepare the specific project budget and submit it to the headquarters for approval before implementation, submit the purchase schedule, human resources plan and construction progress schedule, issue the task responsibility book to the site management, construction technicians and construction teams, organize training and project disclosure, and establish the project reward and punishment methods; Set up the site office and related management procedures and technical file system.
2) In the construction design stage: cooperate with Party A and the weak current general contractor to organize the weak current system scheme design review meeting; Abide by the relevant national design rules and specifications; Presided over the formulation of system construction design scheme, formulated professional construction design data delivery file format, cooperated with Party A to organize joint review of system construction design drawings, and reviewed pipeline drawings and installation drawings.
3) Construction stage: Cooperate with Party A to organize the coordination meeting of weak current system construction; Formulate the management system of construction projects; Participate in regular engineering meetings and handle related affairs in time; Cooperate with project supervision and coordinate construction; Submit monthly, weekly and progress reports to the engineering representative and headquarters of Party A, and apply for the progress of the project.
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