Non-standard automation equipment, with the growth of the human cost, promote the efficiency of customer quality requirements and needs, more and more thorough in all walks of life, is independent of the size of the company, with full automatic, semi-automatic without strength, poor single machine automation, from the pearl river delta to the Yangtze river delta to the Midwest, entity business owners go out match the demand for automation, only sigh in admiration strength gap! Because of this, non-standard automation equipment manufacturers, in the face of different technology, different ideas, different strength, different needs, different customer groups, after-sales service has become the bottleneck of many non-standard automation equipment. Excessive service cost is too high, no profit, neglect service affect the company image, competitiveness decline! After-sales service is the last mile, often easy to fall short. How to do a good job of non-standard automation equipment after-sales service, for the project to draw a perfect full stop!
A) quality is designed, manufactured and inspected, not after-sales service
Non-standard automation equipment after-sales service, a large part 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 we fully communicated with the customer to confirm the feasibility of use and with the production and manufacturing to confirm the feasibility of processing assembly and debugging? Often, due to differences and misunderstandings in communication, the equipment has hidden quality problems in the design and development stage. Human negligence and skill difference in production and manufacturing, accumulated errors in each process, process allocation errors, and hardware level of production and manufacturing are the causes of poor quality of equipment in the production and manufacturing process. Inspection and testing as the final product inspection process and quality process control before the equipment leaves the factory, in short, the defective equipment can not flow to the hands of customers. To ensure the quality of equipment determines the workload, speed and cost of after-sales service.
2) Not only the equipment hardware, but also the use of operation and maintenance technology output
Non-standard equipment sold to customers, to help customers train operation and maintenance technicians, one is to ensure that customers reasonable and standard safe use of equipment and daily maintenance of equipment, maximize the efficiency of equipment, prolong the service life of equipment and reduce the failure rate of equipment.
Second, customers can solve the equipment failure or replacement of wearing parts by themselves, improve the timeliness of problem handling and reduce the cost of after-sales service. To achieve these, we need to make use of modern multimedia technology and network communication technology, make easy-to-understand operation and maintenance, repair and inspection related documents and videos, assist customers to establish relevant SOP and SIP, do a good job of TPM equipment management.
Make use of modern communication technology to innovate remote after-sales service To determine the customer service docking technical window personnel, facilitate communication. Use mobile phones, computers and other modern communication technology to remotely guide customer operation and maintenance! Remote after-sales service, in advance according to the single failure, online failure, executive components (parts), sensors (electrical parts), controller (system hardware), procedures and systems on the common fault classification, can be the first time to see a doctor, shorten the online waiting time, improve service efficiency and quality! You can also use tiktok and other micro video remote simulation teaching!
Four) the establishment of after-sales problem notification system, other stone can attack mistakes
After-sales problem processing, to classify the file set up, easy to track future problems. The handling of after-sales problems should be timely notified to other relevant after-sales personnel, design and development personnel, processing and manufacturing personnel, quality inspection personnel and customers. The solution to other problems can be solved to reduce or avoid the recurrence of problems and establish effective feedback channels and tracking mechanism.
5) Quality construction of after-sales team
After-sales service is an extension of sales, is a representative of the comprehensive image of the enterprise, so the comprehensive quality of after-sales personnel requirements are also high! After sales work can not be effectively supervised, so it requires a high degree of self-discipline. After sales directly with customers to have a certain ability to communicate, integrity, respect, tolerance, can swallow grievance, feed the big pattern. After sales is to solve the problem, so strong technical ability, knowledge to broad, to take the lead. After-sales personnel management cannot be no REINS horse, although will be your life is not affected by outside, because of the particularity of its position, giving a degree of elasticity power, still should make scientific system of effective control, let the best people better, let the unqualified people out early, in case of bad money driving good money, ensure good after-sales team overall quality level.
Management is people-oriented, so do a good job of non-standard automation equipment after-sales service management, or do a good job of after-sales talent team management!
