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Service Center Strategy

author-image
DQC Bureau
New Update

What the contemporary IT industry in India needs is effec-

tive service centers. Centers that not only give customers the value for money,

but also give businessmen the peace of mind while servicing their own customers.

An efficient service center should have all the qualities of a good production

center, which includes good documentation.

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Neglected documentation

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Unfortunately, due to rigid taxation and excise formalities,

the documentation part is neglected by most. Now with margins going down

remarkably, the facet of proper documentation needs to be re-looked. Some of the

ways in which documentation can be helpful in servicing are:

- To identify the product, manufacturer and customer who has

returned it

- To identify technical flaws in the product

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- To take corrective steps

- To record corrective actions taken

- To ascertain time consumed for repairs

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- To maintain cost of repairs

- To find the loss if the product is not repairable

- To find whether the customer is satisfied after the

replacement

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- To check whether the replacement materials have been

returned to the principal

- To track how the principal/vendor/manufacturer gives

support…

The list can go on.

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Training service staff

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Most of the time the personnel at the service center are out

of touch with the latest technologies and remain masters of obsolete technology!

If the right training is not given to them, they become redundant and the

organization loses lot of time in solving problems. The need of the hour is to

train engineers at the principal’s service centers. They will give training on

the latest products. Proper training will enable service center staff to be

aware of current trends and help the organization in customer satisfaction and

achieving profits.

The high speed with which new technologies are developed in

IT, makes it all the more difficult for anyone to keep a track of latest

products. If you do not know the roadmap of your products and have insufficient

spares to maintain them, then you will be losing money on dead inventory. Today,

motherboards become obsolete every quarter due to development of new processors.

Balance of spares

Maintaining a proper balance in the percentage of spares becomes very

important to avoid overstocking or shortfall of stocks. One should also learn to

recycle the repaired stock effi

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