SINGSUN automation equipment after-sales service standards
2021-07-21
Non-standard automation equipment, with the growth of labor costs, customer quality requirements and efficiency improvement needs, more and more penetrate into all walks of life, regardless of the size of the company, fully automated with strength, semi-automated without strength, poor Stand-alone automation, from the Pearl River Delta to the Yangtze River Delta to the Midwest, entity business owners have the same demand for automation, and they only admire the strength gap! Because of this, non-standard automation equipment manufacturers have to face customer groups with different technologies, different concepts, different strengths, different needs, and different distances, and after-sales service has become a bottleneck for many non-standard automation equipment. Excessive service costs are too high, unprofitable, and negligent service affects the company's image and reduces competitiveness! Although after-sales service is the last mile, it often falls short. How to do a good job in the after-sales service of non-standard automation equipment and draw a perfect end to the project!
1) Quality is designed, manufactured, inspected, and is never the result of after-sales service A large part of the after-sales service of non-standard automation equipment is caused by the quality of the equipment itself, and these quality problems can be traced back to the design and manufacturing. In the DFM report of the design and development stage, have you fully communicated with the customer to confirm the feasibility of use and production? Man-made negligence and technical differences in manufacturing, accumulation of various process errors, process scheduling errors, and manufacturing hardware levels are the causes of poor quality equipment in the manufacturing process. Inspection and testing are the final product inspection process and quality process control before the equipment leaves the factory. In short, the defective equipment should not be passed on to the customer. Ensuring the quality of the equipment determines the workload, speed and cost of after-sales service. 2) What is sold to customers is not only the equipment hardware, but also the use of operation and maintenance technology output For non-standard equipment sold to customers, we must assist customers in cultivating operation and maintenance technicians. One is to ensure that customers use the equipment in a reasonable and safe manner and will maintain the equipment daily to maximize equipment efficiency, extend equipment service life and reduce equipment failure rate. The second is that customers can solve equipment failures or replacement of wearing parts by themselves, improve the timeliness of problem handling, and reduce the cost of after-sales service. To achieve this, we must use modern multimedia technology and network communication technology to produce easy-to-understand operation and maintenance, repair and inspection related documents and videos, assist customers in establishing related SOPs and SIPs, and do a good job in TPM equipment management. 
Three) Make use of modern communication technology to do a good job in remote after-sales service innovation It is necessary to determine the technical window personnel for the after-sales service docking with the customer to facilitate communication. Use modern communication technologies such as mobile phones and computers to remotely guide customers in operation and maintenance! For remote after-sales service, it is necessary to classify common faults in advance according to stand-alone failures, online failures, actuators (mechanical parts), sensors (electrical parts), controllers (system hardware), programs and systems, etc., so that the faults can be identified in the first time See a doctor, shorten online waiting time, and improve service efficiency and quality! You can also use micro-videos such as Douyin for remote simulation teaching! Four) Establish an after-sales issue notification system, so that other stones can attack the wrong The handling of after-sales problems should be classified and established to facilitate the tracking and inquiry of problems in the future. The handling of after-sales problems should be notified in time, to other relevant after-sales personnel, to design and development personnel, to processing and manufacturing personnel, to quality inspection personnel, and to customers. Other mountains of stone can reduce or avoid repetition of problems. Occurs, establish an effective feedback channel and tracking mechanism. 
5) Quality construction of the after-sales team After-sales service is an extension of sales and a representative of the company's comprehensive image. Therefore, the comprehensive quality requirements of after-sales personnel are also high! After-sales work cannot be effectively supervised, so the self-discipline of after-sales personnel is required to be high. Direct after-sales dealings with customers must have certain communication skills, be honest, understand respect, be tolerant, be able to swallow grievances, and feed the big picture. After-sales service is to solve the problem, so the technical ability must be strong, the knowledge must be broad, and it must be able to be independent. The management of after-sales personnel cannot be a horse without reins. Although they will be exempt from the foreign monarch`s life, due to the particularity of their positions, they will be given a certain degree of flexibility. It is still necessary to formulate a scientific system for effective management and control, so that outstanding people are better and not Qualified people are eliminated early to prevent bad money from driving good money, and to ensure that the overall quality of the after-sales team is excellent. Management is people-oriented, so do a good job in the after-sales service management of non-standard automation equipment, or do a good job in the management of the after-sales talent team!
