An Essay to Improve the Delivery of Service Quality for a Technical Services Provider.

Introduction:

An industrial machine agent has two department, the sales department which promote and sell machines and the after sales service department which provide the after sales services and technical support to all machines sold by the sales department.

The after sales services department is the backbone of the sales department, since the professional technical support gives the potential to the sales department to sell more machines. In other word, the sales people sell the first machine to the customer, and the service people sell the second, the third - and so on - to the same customer. Usually, when the sales man approach customers to promote a machine, he promote the services as well, so that the customer rest assured that once the machine breaks down, a competent staff will come any time / any day and put back the machine into working condition in no time!

In general, customers are factories and workshops that manufacture and fabricate sheet metal, and sold machines are used in production process, so that each minute the machine stay idle the customer lose money, hence; fast and reliable services is absolutely important. Therefore, the competent of the after sales services provided by the machine agent play a significant role in taking the decision for purchasing new machine.

Processing of Service Calls & Executing Repair Job:

A customer got his machine under breakdown, once the breakdown occurred, the operator notified his manager in which he notified the service department of the machine agent, and informed them how much this machine is critical in the production process.

Fig 1 shows the standard procedure to process service calls, and this service calls got processed through it. Once the service coordinator r...

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...ustomer; in this case the Gap 1 can be closed immediately.

4. Service manager should advise the sales manager in the sales department to avoid overpromising, and to be more realistic in describing the quality of the after sales services, and it should be in a reasonable and logical way. Also, the service manager should communicate with the customer and describe to him why the promised service quality was not delivered to him, and how the department is working to improve it.

After the service department apply the recommendations above the breakdown time will be dramatically decreased, and a significant improvement in wrench time will be seen, and so the service quality gaps will be minimized. Table 3 below shows the development of closing these gaps over the next six months, and Fig 2 shows how the wrench time will be increased and the decrement in breakdown days.