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QUALITY
The quality system at Park Controls works with involvement of QA and testing team at all levels of development – right from system study to delivery of the product. Building a quality product requires testing throughout the product's life-cycle: from requirements review to test case review, from component testing to sustained engineering, from functional testing to compliance testing, and from test strategy to test automation.
POLICY
Park Controls & Communications Ltd. is committed to design and supply products/services as per the customer requirements.
We strive to enhance customer satisfaction by complying with the requirements and continual improvement of the effectiveness of the Quality Management System.
SYSTEM
The quality system at Park works with involvement of QA and testing team at all levels of development – right from system study to delivery of the product. Building a quality product requires testing throughout the product's life-cycle: from requirements review to test case review, from component testing to sustained engineering, from functional testing to compliance testing, and from test strategy to test automation.
PROCESS
Completely process driven with activities well defined and Processes Measurement probes in each process
Availability of Measurement parameters to project teams in real-time Continuous improvements based on metric data and innovative ideas from and within Park Enhancement of quality assurance levels through elaborate internal quality audits.
QUALITY SYSTEM PROCEDUR
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| 1.0 | Purpose |
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| To define processes to extend technical support within the organization as well as to customers. |
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| 2.0 | SCOPE |
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| Customer support for all the products / services of the Organization. |
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| 3.0 | RESPONSIBILITY |
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| HOD-Customer support (Product Manager), HOD-QA, HOD-Research and Development, Top Management. |
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| 4.0 | PROCEDURE |
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| Customer Support Department is involved in the following areas: |
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| a | Support during design/development of product |
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| b | Conduct of Factory ATP for customers |
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| c | Installation and conduct of ATP at customer site |
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| d | Support during/after warranty period | |
| e | Measuring customer satisfaction. |
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| 4.1 | Support during design/development of product |
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| | 4.1.1 Customer support team associate themselves during a new product design & development phase itself. Product testing with the R&D team before the product dispatch is also the responsibility of customer support team. This helps the customer support team to install the product and undertake acceptance test (ATP) of the product at the customer location. |
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| a | Customer Support dept is informed that a new project has been awarded through the Form no CS-04 which is filled up by the respective project leader/ manager and sent to Customer Support Dept. |
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| b | The Product Manager signs this form and assigns suitable Customer support engineer/s for undertaking this task. |
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| c | Periodic review of the project is attended by the team members. |
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| d | Customer service engineer will help in preparation of maintenance manual (if necessary). |
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| e | Testing of the product at various stages is undertaken jointly with the design group. |
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| f | All relevant documents are collected from the design team prior to commencement of local ATP. Revised documents, if any, shall be collected after final installation and commissioning at customer site. |
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Conduct of Factory ATP for customers
ATP document is prepared in consultation with design team for undertaking ATP at customer site.
In case Factory ATP required by the customer, it is conducted in presence of customers by the customer support department.
Where necessary, the design team will assist the customer support team during Factory ATP.The Factory ATP report duly signed by the customer and the customer support representative should be taken for record.
Installation and conduct of ATP at customer site
Customer support department is responsible for site preparation activities such as electrical wiring, grounding, network cable routing and preparation of associated documents.
Where necessary, the design team will assist the customer support team during installation and field ATP.
The ATP report duly signed by the customer and the customer support representative should be taken for record.
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| 4.2 | Support during warranty phase / Support after warranty phase when in AMC / Support after warranty phase when not in AMC |
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| | 4.2.1 Generally PCCL provides warranty to its products for a period of one year from date of installation of the product at the customer’s site. Customer Support team takes full responsibility in providing complete technical support and maintenance of products during this phase.
4.2.2 The bulk of task for the customer services process is attending to customer’s complaints and resolving the problems. The process details are outlined below. |
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| a | The customer raises the complaint through web/post mail/fax /telephonic call. |
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| b | A customer service complaint register (CS-01) is filled up by the Customer Support Coordinator. In addition to this a complaint registration no is given to the complainant along with the date & time of complaint registration, nature of complaint, contact person details etc. (A copy of CS-01 is attached as appendix-‘A’) |
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| c | Customer Support Coordinator hands over the form (CS-01) to Product Manager and takes his signature. |
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| d | Product Manager finds out if the complaint pertains to a product/system that is on AMC/ warranty. If the fault is neither covered under warranty nor AMC, then he takes the approval of Director Commercial for undertaking the servicing of the fault reported. If not approved, the Customer Support Department shall send a written communication to the customer indicating the same. | |
| e | Based on CS-01, Product Manager contacts the complainant for more details regarding the complaint, if necessary. |
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| f | Product Manager understands and analyzes the problem and based on the type of problems he assigns the work to one service engineer to look in to that problem. |
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| g | All complaints from Bangalore are attended within 16 working hrs. When a complaint is received from outstation, Product Manager will talk to the concerned person within 24 hrs and mutually agree upon attending the problems on a suitable date. |
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| h | Customer Service Engineer visits customer location, with necessary spares and tools, along with form CS-01 and attends to the problem. |
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| i | Customer service engineer writes down the details of the problems and the way it was resolved with details of spares used, modules repaired etc. on CS 01. |
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| j | The customer is then asked to give his comments on the quality of repair, suggestions and signature with seal on CS-01. |
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| k | The Customer Support Engineer hands over this form to Product Manager who in turn updates customer services complaint database in form CS-03. Form CS-01 is kept for safe custody. |
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| l | Periodic /preventive maintenance process also follows the same steps from 8th step onwards. |
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| | 4.2.3 The customer is generally advised to enter into Annual Maintenance Contract (AMC) after the expiry of the warranty. Customer Support team is responsible for the timely servicing of the PCCL’s products during this phase. In addition to this the customer support team makes all efforts to rectify any snag within 24 hours from the time of identifying the fault onsite and bring the product to serviceable state |
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| 4.3 | Process for spares management and control: |
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| | Spares are essential for undertaking maintenance at the customer locations. Spares management process is as follows. |
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| a | The details of customers (on AMC or warranty) are available in the form of a register (soft copy only) with Product manager. This document indicates the name of customer, details of items available with customer on AMC/ warranty, work order no, effective dates (starting & ending) for AMC/warranty. |
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| b | Generally 10% of the company products on AMC/warranty are kept as spares. |
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| c | The spares are drawn from stores and kept by customer support department. |
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| d | The spares are generally assembled/ manufactured at the production department of the company. | |
| e | Based on the details provided by the customer, Work Order number is issued by Customer Support department to Production Department for assembling/ making spares available. These Work Order numbers have suffix ‘RNR’ which indicates ‘Repair and Return’. |
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| f | The complete requirement for spares keep changing depending on the no of customers purchase company products or take AMC for the items. Therefore once every three months Planning Committee reviews the spares requirements. |
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| g | Customer Support Dept gets these spares issued from stores. Customer support engineers are advised not to undertake card level repair work of the products at the customer location. Instead the Customer Support Engineers are instructed to replace the faulty card with the spare serviceable card at the customer location thereby bringing the system serviceable as soon as possible. This ensures least down time the system at the customer location. |
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| h | Custom Support Engineer undertakes the repair of the faulty cards at the company premises with the help of special tools after his return to the company. |
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| i | The spare card/unit is replaced with the repaired one. |
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| j | Base on the above a ‘Repair and return analysis report’ as per CS-07 is to be prepared. This will be written in ‘Repair and Return analysis Register’. |
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| 4.4 |
Measuring customer satisfaction. |
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| | 4.4.1 A total customer database along with products categories and location is maintained so as to be a ready reckoner . In order to identify the level to which the customers are satisfied with PCCL’s customer support, the company undertakes measurement of customer perception / satisfaction level. This helps the Customer Support department for further improvement. The measurements are undertaken by asking customers to periodically fill up feedback forms. |
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| a | Customer Support Engineer gives Form No CS-05 and Form no. CS-06 to customers and obtain feedback once in six months. |
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| b | Based on the feedbacks received, the results are statistically analyzed to find out how much percent of the customers are satisfied with company’s products and service support. Necessary actions are outlined for implementation. |
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| c | The customer’s feedback in improvement of the product quality and features are passed on to the R&D Dept for improvement through ‘Customer Suggestion/ Modification Request Form‘-CS06. |
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| d | The format of CS-06 is attached as Appendix-‘F’. | |
| e | Product Manager sends letter to the customers indicating the company’s efforts to incorporate change / modification suggested. suggestions or not. |
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| 5.0 | RECORDS |
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| File / Register/Format Title |
Format number |
Soft copy/ hard copy |
File/Register |
File /Register Number |
Responsibility |
Minimum Retention Period |
| Complaints Register |
CS-01 |
H |
Register |
CS-01 |
Product Manager |
10 years |
| Service report & Call Sheet |
CS-02 |
H |
File |
CS-02 |
Product Manager |
3 Years |
| Customer complaints database |
CS-03 |
S |
NA |
NA |
Product Manager |
10 Years |
| New Project initiation form |
CS-04 |
H |
Register |
CS-04 |
Product Manager |
3 Years |
| Customer Satisfaction Level Questionnaire |
CS-05 |
H |
File |
CS-05 |
Product Manager |
3 Years |
| Customer suggestion / Modification request form |
CS-06 |
H |
File |
CS-06 |
Product Manager |
10 Years |
| Repair and return analysis report |
CS-07 |
H |
Register |
CS-07 |
Product Manager |
10 Years |
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