BUSINESS OBJECTIVES

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 1

 Business Definition: After-sales Service

Customer support following the purchase of a product or service. In some cases, after-sales service can
be almost as important as the initial purchase. The manufacturer, retailer, or service provider
determines what is included in any warranty (or guarantee) package. This will include the duration of
the warranty traditionally one year from the date of purchase, but increasingly two or more year’s
maintenance and/or replacement policy, items included/excluded, labor costs, and speed of response.
In the case of a service provider, after-sales service might include additional training or helpdesk
availability. Of equal importance is the customer's perception of the degree of willingness with which a
supplier deals with a question or complaint, speed of response, and action taken.

Scenario

The company was finding it difficult to achieve growth targets with only product sales. Extending after-sales
service as a complement to products had been identified as a key driver for top-line growth. However, a new
technology solution would be needed to support a service-growth strategy.

Proposed Solution and Advantages

 Shortening service billing cycle by 24 to 72 hours.

 Reducing sales entry time by over 50 percent.
 Simplifying and shortening the creation and execution of service contracts (transitioned from
paper-based to electronic).
 Improving parts inventory management with real-time checking of Spare parts of service
orders.
 Saving time and effort by automating invoicing for recurring orders.
 Enabling advanced profitability analysis on service jobs via detailed cost collection.
 Reducing dependency on manual collection and calculations by creating real-time electronic
dashboards to manage operations.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 2

 The 3 Business Objectives of Computer InfoTech

In order to be successful, the primary objectives of the business organisation may be seen as:

 To survive.
 To maintain growth and development.
 To make a profit.

All three objectives are inextricably linked and it is a matter of debate whether the business survives
and develops in order to provide a profit, or makes a profit by which it can survive and develop.

If we accept survival as the ultimate objective of the business, then this involves the need for a steady
and continuous profit. Businesses must be prepared to accept the possibility of a reduction in short-
term profitability in order to provide for future investments. The profit goal is achieved through the
process of management and the combined efforts of members of the organization. In times of
economic recession the survival objective takes on particular importance, especially for small business.

Although the objective of profit maximization is undoubtedly of great importance, it is not, by itself, a
sufficient criterion for the effective management of a business. In practice, there are many other
considerations and motivations which affect the desire for the greatest profit or maximum economic
efficiency and the accompanying assumptions which underlie the economic theory of the firm.

The meaning of ‘profit maximization’ is not, by itself, very clear. Consideration has to be given to the
range and quality of an organization’s products or services, to the costs of its operations and to
environmental influences. Reducing attention to longer-term ‘investments’ such as quality and after-
sales service, research and development, sales promotion, management development, satisfaction of
staff and their employment conditions may increase profitability in the short term, but is likely to
jeopardize future growth and development, and possibly even the ultimate survival of the
organization.

The search for the one, right objective is not only unlikely to be productive, but is certain to harm and
misdirect the business enterprise.

To emphasize only profit, for instance, misdirects entrepreneurs to the point where they may
endanger the survival of the business. To obtain profit today a small business owner tends to
undermine the future. To effectively run a business is to balance a variety of needs and goals. The very
nature of business enterprise requires multiple objectives which are needed in every area where
performance and results directly and vitally affect the survival and prosperity of the business.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 3

 There are eight key areas in which objectives should be set in terms of
performance and results:

1. Market standing- for example: share of market standing; range of products/services and markets;
distribution; pricing; customer loyalty and satisfaction.

2. Innovation- for example: innovations to reach marketing goals; developments arising from
technological advancements; new processes and improvements in all major areas of organizational
activity.

3. Productivity- for example: optimum use of resources; use of techniques such as operational
research to help decide alternative courses of action; the ratio of ‘contributed valued’ to total revenue.

4. Physical and financial resources- for example: physical facilities such as plant, machines, offices and
replacement of facilities; supply of capital and budgeting; planning for the money needed; provision of
supplies.

5. Profitability- for example: profitability forecasts and anticipated timescales; capital investment
policy; yardsticks for measurement of profitability.

6. Manager performance and development- for example: the direction of business owners and setting
up their jobs; the structure of management; the development of future managers.

7. Worker performance and attitude- for example: union relations; the organization of work;
employee relations.

8. Public responsibility- for example: demands made upon the organization, such as by law or public
opinion; responsibilities to society and the public interest.

 Deploy leading-practice sales, order management and field service capabilities to the Pune
regional sales and service sites
 Grow revenues of the service business, specifically preventive maintenance
 Increase visibility into business operations through measurement and reporting of key
performance indicators (KPIs)
 Provide a solution with functionality that would allow current “burning platforms” (legacy
systems) to be phased out and reduce manual processes and paperwork at the regional sales
and service sites

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 4

  Provide scalability and flexibility to the regional sales and service sites in order to allow them to
expand and to offer a wider array of services in the future
 Build a solution that is compatible with other business units by adhering to corporate
technology strategy

As a small business owner, choosing the suitable objective could make or break your organization.
Marketing trade-offs from the start is a must. A business, shouldn't think about making profit, but
instead should think about surviving for the next 3 years. Once you pass that milestone, maintaining
grows and development is the next milestones that would eventually lead your business to making
profits.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 5

 Non-financial Business objectives

Introduction

A business may have important non-financial objectives which will limit the achievement of financial
objectives. Examples of these are summarised below:

Welfare of employees

The provision of employee welfare is an important objective; this relates to issues such as wages &
salaries; comfortable and safe working conditions, training and development; pensions etc. The value
of many businesses is critically-dependent on attracting and retaining high quality employees – which
makes managing the welfare of such people even more important.

Serving customers

As all marketers understand, a critical activity of business is to understand and meet the needs and
wants of customers. In the long-term, this objective is the foundation for a financially successful
business. Non-financial objectives under this heading would include meeting defined delivery
standards, product quality, reliability and after-sales service levels.

Welfare of management

Management can, and do set objectives which are essentially about their own welfare. These include
objectives in relation to pay and conditions.

Relationships with Suppliers

Responsibilities to suppliers are expressed mainly in terms of trading relationships. Large businesses
often have considerable buying power over their suppliers – which should be used with care. Supplier
objectives would include those relating to the timing of payment and other terms of trade.

Responsibilities to Society

Businesses increasingly aware of their overall responsibility to society at large. The term that is often
used is Corporate Social Responsibility. This includes a business complying with relevant laws and
regulations (e.g. health and safety), minimising harmful externalities (such as pollution).

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 6

 SYSTEM OBJECTIVES

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 7

The system objectives are all about how effectively After Sale services of Computer Equipment can
be provided to the customer. Toeing the lines of efficiency, performance and customer retention
strategies the system aims at providing an automated platform for people to interact at their own
convenience and at their own pace. This system also aims at providing customers with opportunities
that can be utilized optimally by them completely in their own interest.

Classification by System Objectives

 Transaction Processing Systems: Their objective is to process transactions in order to update

records and generate reports, ie. To perform score-keeping functions.
 Decision Support Systems: Their objective is to support the managerial decisions. Usually,
these systems are based on a model of the decision-making domain, and utilize techniques
from management science, finance or other functional areas of business in order to build such
models. These systems are also used often for attention-directing purposes, ie. For directing
the attention of managers to a problematic aspect of operations.
 Expert Systems: These systems incorporate expertise in order to aid managers in diagnosing
problems or in problem-solving.

This project is aimed at providing comprehensive solution to after sales service needs of COMPUTER
INFOTECH. It aims at automating all intrinsic procedures involved in the service process so as to
minimize possible errors and provide a state of art facility for the consumer and keep the cash cows
ringing for the manufacturers.

It provides for an integrated framework for after sales service. The automation aims to plug any gaps
which may arise due to human intervention and provide for an instant ready to use module to cater to
all kinds of procedural requirements.

This system is designed with a sole purpose of making the process of After Sales Service of Computer
Equipment an easy task making it more user-friendly. After all the process of after sales service
prominently involves providing quick and efficient service to the customers so that people become
brand loyal.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 8

In today's world of automation can the after sales service process is far behind? After Sales Service and
how to manage it is so important in every business today and automating could just mean an increase
in productivity.

The automation of After Sales Service speeds up processes and makes them almost error-free. It also
sees an improvement in the effectiveness and efficiency of the employees because it streamlines all
the functions. It is in fact, very like CRM (Customer Relationship Management) which also includes
marketing management and customer service. Automation of after sales service of computer
equipments optimizes the services provided and saves time which is of great essence in a business
where every second counts and could translate to money for the company. It also adds up to a
complete management outlook rather than a piecemeal one because it has the whole picture at a
glance. This increases as well as improves customer satisfaction.

The System Objectives primarily means the key deliverables of the process of after sale services.

Here the system deals with the entire process of after sale service of computer equipment and does
not lag anywhere in providing intermediate results which together constitute the entire process of
after sale service management.

The system focuses on the key processes that ultimately provide a productive system. These key
processes include the process of:

 Maintenance of the various databases constituting the details of the customers, employees,
contracts etc which are regularly updated.

 Complaint management process: This process includes the various steps taken while
managing the problems that come from various customers. Logging complaints and preparing
the job cards are included here. Thus, here the key deliverable is the Job Card preparation.

 AMC management process: This process includes the signing of Annual Maintenance
Contracts. Thus, the key deliverable here is AMC.

 Spare Part Management process: Another intrinsic process in the project is the spare part
management. Since the entire after sale service has to cater to the requirements of repair or
replace facilities of the different parts of the equipments. It becomes necessary to monitor and
track the stock of spare parts so that instant services can be given to the client. Care should be
taken to review the stocks at regular intervals so that any fraudulence, or misplace of the
expensive spares does not take place. Here, the key deliverable is a synchronize process which

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 9

 ultimately results in procuring the required spare part against the complaints that come as and
when required.

 There are some other processes like expenses management, payroll management which are
not considered in detail in our study.

 Billing process: The process of billing is the process wherein bills are generated against the
services rendered by the company. In this process, the key deliverable is the Invoice / Bill that
is generated. It is in this process itself that the acceptance of payments is also done. Thus,
using all these process a project is created that aims at automating the entire process of after
sales service of computer equipments. In fact, the major deliverables can then be used to
generate reports that will be useful for the management and the other departments of the
organization. It is therefore, right to believe that system objectives is nothing but the
intermittent results obtained from the sub processes which can be assembled to create the
final system.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 10

 SCOPE OF WORK

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 11

The scope of any project is defined as the outline that includes the processes required to ensure all the
work required to complete the project successfully. It is primarily concerned with defining and
controlling what is or is not included in the project. Here the scope of work includes defining
boundaries for the various sub-processes of the project so that the assumptions and the constraints
can be easily defined and focus can be made on relevant details. This project defines a scope that the
work must be done to deliver a product with the specified features and functions.

Our after-sales service encompasses:

  Technical help desk.
  Extensive inventory.
  Centralized spare part stocks for fast delivery
  AMC-made service contracts.
 Replacement machines
  Highly skilled service technicians.

Computer InfoTech is dedicated to providing superior value to their clients. Besides the cost
advantage, their services ensure quick and accurate responses to their clients' customers. Through
innovative tools, they deliver long-term sustainable benefits to their clients. Solutions come in
different services, in order to meet the diverse needs of individual clients. Scope has a complete
solution, to provide different services.

Customer Services:
The customer services at Scope are devised to provide high quality customer interaction, thereby
nurturing relationships to their fullest. Multiple response channels cater to 24X7 customer support.

Help Desk:
Scope’s help desk services primarily serve to cater technology assistance, and provide continual
support in response to customer queries.

Order Taking and Processing:

When it’s time to reap the benefits of healthy customer relationships in the form of orders, Scope is
there to receive and process those orders for you, so you can get straight to what you are best at.

Post Sales Services:

In keeping with its credo of end to end solutions, Scope assists you in every stage of the process,
including after-sales scenario where your customer might need assistance with the usage of your
product.
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 12
Product Inquiry:
This crucial stage of sales cycle requires deft handling, something our professionals are trained for.

Customer Interaction or Customer Relations:

Scope delivers an exhaustive range of customer post-sales services, be it updating the customer data,
greeting, reminder or a follow-up.

New Product/Service to Existing Customer:

A smart organization knows how important it is to derive maximum mileage out of the existing
customer base. That’s why Scope assists you in introducing your new products and services to your
existing customers.

SKILLS
Scope carries rich experience and possesses. Scope is uniquely qualified to deliver end-to-end
solutions. Scope has developed strong capabilities and expertise across a range of industries and
practice areas of business process outsourcing.

LOCATION
India - Pune

EMPLOYEES
10

YEARS IN BUSINESS
8 years

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 13

 PROCESS DESCRIPTION

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 14

1. Login

Description

The process is used for validation and authentication of the users who will be using the system.

2. Update Customer Detail

Description

This process helps in keeping a track of existing and new Customers. The process is used to update or
delete the customer details.

3. Update Spare Parts Detail

Description

This process helps in keeping a track of available stock of spare parts. Add, Update and delete
information about Spare Parts.

4. Update Knowledge Database

Description

This process provides help in solving complaints. Update and delete information about existing
complaints. The Knowledge database is the complaints received to the service centre and its possible
solutions if the complaint is resolved. The knowledge database will help in prompt solution to the
complaints received.

5. Update Supplier Details

Description

This process is used to keep track of suppliers. Update and delete information about existing suppliers.
Add information of new suppliers.

6. Update Employee Details

Description

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 15

This process is used to maintain the details of all the Employees working in the organization. Add,
Update and delete information about Engineers. The process also stores information about the
engineer’s specialization and areas of expertise.

7. Update AMC Details

Description

This process is used to keep track of Annual Maintenance Contracts. This process is based on the
product type under non-warranty period and spare parts used by the engineer.

8. Receive and Log Complaint

Description

This process is used to register the complaints of the Customer. Customer lodges complaints to the
On-desk Clerk either by Phone call or personally. If a customer calls in for an earlier made complaint
then the call is transferred to the respective engineer.

9. Job Card Preparation

Description

This process is used to keep track of the complaints. On-Desk Clerk records the complaints of
customer. Based on expertise, availability and experience assign job to engineers.

10. AMC

Description

This process is based on the product type under non-warranty period. Retrieve details from customer
database who wants to sign an AMC. Give the details to management. The AMC will have details such
as type of AMC, amount of the contract etc.

11. Record Site Visits

Description

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 16

This process is used to record site visits per Annual Maintenance Contracts signed. This process is
based on the product type under non-warranty period and spare parts used by the engineer.

12. Receive Payment

Description

This process allows the Accounts Dept to receive payment of AMC made by the customer. Payment is
accepted based on terms and conditions of credit and interest rate. Payment is accepted as per
decided installments in advance.

13. Purchase spare parts

Brief Description

This process is used by the purchase department to create the list of spare parts required by the
engineer to solve the problem. Keeping a track of spare parts required according to the user
specification.

14. Record Issue of Spare Parts

Description

This process is used by the Stores department for issuing the spare parts required by the engineer. This
process is used to keep a track of the spare parts issued to the particular engineer and from that
issued spare parts how many spare parts are returned. This is used to provide the requested spare
part to the engineer.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 17

15. Record of Returned Spare Parts

Description

This process is used by the Stores department for keeping a track of the returned spare parts. This
process updates the spare part issued and actual utilization of parts. The process is used to maintain
information about the parts not used by the engineer.

16. Bill Generation

Description

This process allows the Accounts Dept to prepare bill statement and give it to the customer. Bill is
prepared based on the product type- under warranty and non-warranty period and spare parts used
by the engineer.

17. Accept Payment

Description

This process allows the Accounts Dept to accept payment of customers who have not made an AMC.
Payment is accepted based on terms and conditions of credit and interest rate.

18. Customer Feedback

Description

This process allows the Employee to track Customer Feedback and also gives a report to the Manager
to know the feedback of the Customer.

18. Search

Description

This process allows the purchase department, employee or the manager to perform various searches
such as Customer Search, Supplier Search and Job Card Search etc. This process can have various sub –
searches.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 18

 FUNCTIONAL DECOMPOSITION DIAGRAM

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 19

 After Sale Service
Management

7.0
6.0
1.0 2.0 3.0 4.0 5.0
Reports
Bill Management
Master Maintenance Complaint Management AMC Management Supplier Management Search

7.1
5.1 6.1
1.1 2.1 3.1 4.1
Customer AMC Reports
Contract Search Create or Update bill
Customer Detail Log Complaint Extend AMC Purchase Part Details

7.2
5.2 6.2
1.2 2.2 3.2 4.2
Case Handle Reports
Customer Detail Accept Payment
Spare Part Detail Prepare Job Card Record Site Details Return Part detail

7.3
2.4
5.3 6.3
1.3 3.3 4.3
Purchase Reports
Feed Back
Spare Part Detail Print Bill
Knowledge Base Record Payment Detail Payment Detail

7.4
4.4
5.4 Sales Reports
1.4
Issue Part Detail
Bill Detail
Supplier Detail

7.5

Payment Reports
1.5
5.5
Employee Detail
Search Solution

7.6

1.6 Receipt Reports

AMC Detail 5.6

Search Supplier

7.7

Complaint Mgmt Reports

1.7

Login Detail 5.7

Search AMC

1.8

Company Detail
5.8
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AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 20

 DATA FLOW DIAGRAM

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 21

 1.0
MASTER MAINTENANCE

Company Details
Company_Mst
Company_Mst
Knowledge Base Information
Manager
Manager
Customer Details
Customer_Mst
Customer_Mst
1.0

Spare parts Details

Purchase Master Maintenance Employee Details
PurchaseDepartment
Department
Employee_Mst
Employee_Mst

Employee Details AMC Details

AMC Details AMC_Mst

AMC_Mst

Supplier Details Spare Parts Detais

Knowledge Details
Employee
Employee
Customer details SpareParts_Mst
SpareParts_Mst

Supplier Details
Equipment Details

Supplier_Mst
Supplier_Mst

Equipment_Mst
Equipment_Mst Knowledge_Mst
Knowledge_Mst

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 22

 LEVEL 2 DFD
MASTER MAINTENANCE

Customer Details
Customer
Customer

Create Customer 1.1

Create / Update Customer Details

Customer Master Customer_Mst

Customer_Mst
Create Customer
Customer Information

Employee
Employee

1.2
Create / Update Company Details
Company Details
Employee Company_Mst
Company_Mst
Employee Company Master
Request Company Details

1.3
Create / Update Employee Details
Employee Details
Employee Request Employee Details Employee_Mst
Employee_Mst
Employee Employee Master

1.4
Create / Update AMC Details
Equipment Details
Equipment_Mst
Equipment_Mst
Manager
Manager Request Equipment Details
Equipment Master

AMC Type
AMC_Type
AMC_Type
1.5
Create / Update AMC Details
AMC Details
Manager Request AMC Details AMC_Mst
AMC_Mst
Manager AMC Master

1.6
Create / Update Spare Part Details
Spare Part Details
Manager
Manager Request Spare Part Details SpareParts_Mst
SpareParts_Mst
Spare Parts Master

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 23

 LEVEL 2 DFD
MASTER MAINTENANCE

Supplier Details
Supplier
Supplier

Create Supplier 1.7

Create / Update Supplier Details

Supplier_Mst
Supplier_Mst
Supplier Master
Supplier Information

Employee
Employee

Manager
Manager 1.8 Create / Update Knowledge
Details
Information
Knowledge_Mst
Knowledge_Mst
Knowledge Master
Request Knowledge Details

Employee
Employee Information

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 24

 2.0
COMPLAINT MANAGEMENT

Log Complaint Customer details

Customer
Customer Customer_Mst
Customer_Mst

2.0 Complaint
Complaint_Mst
Complaint_Mst

Complaint Details
Complaint Management
Complaint Registration
AMC Details AMC_Mst
AMC_Mst

Job Card Details Create Job card

JobCard_Mst
JobCard_Mst
Employee
Employee
Employee Details

Employee_Mst
Employee_Mst
Returned Part

Check Solution
Returned
ReturnedPart
Part Knowledge_Mst
Knowledge_Mst
Issued Part

Spare Parts Details

Issued
IssuedPart
Part SpareParts_Mst
SpareParts_Mst

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 25

 LEVEL 2 DFD
COMPLAINT MANAGEMENT

Customer details
Customer_Mst
Customer_Mst
Log Complaint Update Details
Customer
Customer
Complaint Type
Complaint_Type
Complaint_Type

2.1 Complaint
Complaint_Mst
Complaint_Mst

Complaint Details
Log Complaint
Complaint Registration
AMC_Mst
AMC_Mst
AMC Details

AMC_Equipment
AMC_Equipment

Check Solution
Knowledge_Mst
Knowledge_Mst

Job Card Details

2.2

Job Card Details Complaint_Mst

Complaint_Mst
Complaint Details
Employee
Employee Issue Job Card
Job card Details
JobCard_Mst
JobCard_Mst
Details

Job card Details

Employee_Job_Card
Employee_Job_Card

Employee Details
Employee_Mst
Employee_Mst

Spare Parts Details

SpareParts_Mst
SpareParts_Mst

Issued Part
Issued
IssuedPart
Part
Feedback

Customer
Customer
2.3
Customer details

Customer_Mst
Customer_Mst
Customer Feedback
Update Customer Feedback Customer Feedback
Employee
Employee Customer_Feedback
Customer_Feedback

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 26

 3.0
AMC MANAGEMENT

AMC Details Customer details

Customer
Customer Customer_Mst
Customer_Mst

Update Details

3.0

AMC Management
Site Visit Details Update AMC Details
AMC_Mst
AMC_Mst
Employee
Employee AMC Details

AMC Details AMC_Equipment

AMC_Equipment

Site Visit Details

SiteVisit_Mst
SiteVisit_Mst
Update Site Visit Details
Details of AMC
Manager
Manager Spare Parts Details

Complaint_SparePart
Complaint_SparePart

Update details

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 27

 LEVEL 2 DFD
AMC MANAGEMENT

AMC Details Customer details

Customer
Customer Customer_Mst
Customer_Mst

3.1
Equipment Details Equipment_Mst
Equipment_Mst

Signing AMC

AMC Details Update AMC Details

Manager
Manager AMC_Mst
AMC_Mst

Update AMC Equipment

AMC_Equipment
AMC_Equipment

AMC Type
AMC_Type
AMC_Type
Visit Details
Employee
Employee
Customer details

Customer_Mst
Customer_Mst

3.2
Complaint details
Complaint_Mst
Complaint_Mst

Record Site Visit

Job Card Details

JobCard_Mst
JobCard_Mst

Spare Parts

Complaint_SparePart
Complaint_SparePart

Update details

SiteVisit_Mst
SiteVisit_Mst

Visit Details

Visit_Employee
Visit_Employee

Payment Details
Spare Part details
Customer
Customer 3.3
Visit_SparePart
Visit_SparePart

Record Payment
Customer Details
Update payment Customer_Mst
Customer_Mst
Employee
Employee

Equipment details
AMC_Equipment
AMC_Equipment
Bill_Mst
Bill_Mst

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 28

 4.0
SPARE PARTS MANAGEMENT

Details Of Purchase Spare Part Details

Purchase
PurchaseDepartment
Department SpareParts_Mst
SpareParts_Mst

Update Details
Inventory Details
Complaint_Mst
Complaint_Mst
4.0 Complaint

SPARE PARTS Management

Spare Parts Issued AMC_Mst
AMC_Mst
AMC Details
Employee
Employee
Returned Spare Parts

Details of Job Card JobCard_Mst

JobCard_Mst

Purchase Order Approval

Issued Part Details
Issued
IssuedPart
Part

Issued Part
Returned Part Deatils
Purchase Order
Manager Returned
ReturnedPart
Part
Manager
Returned Part

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 29

 Level 2 DFD
SPARE PARTS MANAGEMENT

Purchase Details Spare Parts Details

Purchase
PurchaseDepartment
Department SpareParts_Mst
SpareParts_Mst

Purchase Details
Check Stock
4.1 Supplier Details
Supplier_SparePart
Supplier_SparePart

Supplier Details
Purchases
Supplier_Mst
Supplier_Mst
AMC Details
Manager
Manager

Customer details
Customer_Mst
Customer_Mst

AMC_Equipment
AMC_Equipment

Complaint Details
Complaint_SparePart
Complaint_SparePart
4.2
Employee
Employee Record Issued Parts Job Card Details
JobCard_Mst
JobCard_Mst
Issued Parts

AMC Details
AMC_Mst
AMC_Mst

Issued Part
Issued
Issuedpart
part

Customer details
Customer_Mst
Customer_Mst

Record Returned Parts

Employee
Employee
Complaint Details
Complaint_SparePart
Complaint_SparePart
4.3

Job Card Details

JobCard_Mst
JobCard_Mst
Returned parts

AMC Details
AMC_Mst
AMC_Mst

Returned Part
Returned
ReturnedPart
Part
Details

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 30

 5.0
SEARCH

Returned Parts Details

Search Complaint Status Returned
ReturnedPart
Part
Customer
Customer
Customer Details
Customer_Mst
Customer_Mst
5.0

Search Spare Parts Details

Purchase SEARCH Employee Details
PurchaseDepartment
Department
Employee_Mst
Employee_Mst

Search Solution AMC Details

AMC_Mst
AMC_Mst

Spare Parts Detais

Knowledge Details
Employee
Employee
SpareParts_Mst
SpareParts_Mst

Supplier Details

Search AMC Details Supplier_Mst

Supplier_Mst
Manager
Manager Issued Parts Details

Issued
IssuedPart
Part
Knowledge_Mst
Knowledge_Mst

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 31

 6.0
BILL MANAGEMENT

Customer
Customer Employee
Employee Purchase
PurchaseDepartment
Department

Purchases Bill

Bill Request

Visit Details
Complaint_Mst

Payment Details
Complaint_Mst
Complaint Details
Bill Details

Job card Details

JobCard_Mst
JobCard_Mst

Customer Details
Customer_Mst
Customer_Mst
6.0

Bill Approvals BILL MANAGEMENT Employee Details

Employee_Mst
Employee_Mst
Bill Details
Manager
Manager AMC Details
AMC_Mst
AMC_Mst
Payment Details

Spare Parts Detais

Payment Details
SpareParts_Mst
SpareParts_Mst

Supplier Details
Supplier_Mst
Supplier_Mst
Payments
Payments
Issued Parts Details

Bill Details Issued

IssuedPart
Part

Bill_Mst Returned Parts Details

Bill_Mst
Returned
ReturnedPart
Part

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 32

 7.O
REPORTS MANAGEMENT

Purchase
PurchaseDepartment
Department

Reports

Complaint Details
Complaint_Mst
Complaint_Mst

Job card Details

JobCard_Mst
JobCard_Mst
Manager
Manager
Customer Details
Customer_Mst
Customer_Mst
7.0

Reports
REPORTS MANAGEMENT Employee Details
Employee_Mst
Employee_Mst
AMC Details

AMC Details
AMC_Mst
AMC_Mst
AMC_Equipment
AMC_Equipment

Spare Parts Detais

Payment Details
SpareParts_Mst
SpareParts_Mst

Supplier Details
Supplier_Mst
Supplier_Mst
Payments
Payments
Issued Parts Details

Bill Details Issued

IssuedPart
Part

Bill_Mst Returned Parts Details

Bill_Mst
Returned
ReturnedPart
Part

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 33

 ENTITY RELATIONSHIPN DIAGRAM

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 34

 AMC_MST AMC_TYPE

CUSTOMER_FEEDBACK CUSTOMER AMC_EQUIPMENT COMPLAINT_MST

COMP/EQUIP
EQUIPMENT_MST
COMPANY_MST

KNOWLEDGE_MST SPECIFIC_COMPLAINTS COMPLAINT

EMPLOYEE_MST EMPLOYE/JOBCARD JOBCARD_MST

VISIT/ENGINEER_DT SITEVISIT_MST

RETURNED PART ISSUED PART TRAVELLING_EXP

SPAREPARTS_MST COMPLAINT_SPARE

SPAREPARTS_TYPE

SUPPLIER /SPARE PART

SUPPLIER_INVOICE COMPLAINT_INVOICE
TYPE

SUPPLIER_INVOICE/ COMPLAINT INVOICE /

SUPPLIER_MST
SUPPLIER_PAYMENT COMPLAINT_PAYMENT

SUPPLIER_PAYMENT PAYMENT_TYPE PAYMENT_MST

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 35

 TABLE LAYOUTS

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 36

 CUSTOMER_MST
----------------------

Field Name Type Width Key Description

Cust_ID Numeric 8 PK The code given to individual customer
Cust_Name Varchar 20 Gives the name of customer
Add1 Varchar 30 Gives the address of customer
State Varchar 30 Gives the address of customer
City Varchar 20 Gives the city of customer
Pin Code Numeric 6 Gives the pin code of customer
Phone Numeric 10 Gives the phone no. of customer
Email Varchar 20 Gives the email-id of customer

CUSTOMER_FEEDBACK
-------------------------------

Field Name Type Width Key Description

Cust_ID Numeric 8 FK A foreign key of Customer Table
Complaint_id Numeric 8 FK A foreign key of Complaint Table
Description Varchar 70 Customer Feedback
Rating Numeric 5 Rating at the Scale of 1 -5 for the
service.

COMPANY
-------------------------------

Field Name Type Width Key Description

Comp_ID Numeric 8 FK A foreign key of Customer Table
C_Address Varchar 70 FK A foreign key of Complaint Table
C_Description Varchar 70 Customer Feedback
C_Contact Numeric 10 Rating at the Scale of 1 -5 for the
service.
C_Date Date Date of Registration
C_Email Varchar 20 Email Address

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 37

 EMPLOYEE_MST
------------------------

Field Name Type Width Key Description

Emp_ID Numeric 8 PK The code given to individual employee.
Comp_ID Numeric 8 FK Foreign Key From Company Table
Name Varchar 20 Gives name of employee
Phone no. Numeric 10 Gives phone no. of employee
Mobile no. Numeric 10 Gives mobile no. of employee
Skill Set Varchar 15 Gives skill set of employee
Designation Varchar 15 Gives designation of employee (Employee,
Engineer, Service Advisor, Administrator)
Billing Rate(per hour) Numeric 4 Gives rate of amount at which employee
works
No._complaints_issued Numeric 4 This is the no. of complaints assigned to the
employee if he is an engineer.
No._complaints_resolved Numeric 4 If the employee is an engineer. This is the
no. of complaints resolved by him within
the stipulated time.
No._complaints_unresolved Numeric 4 If the employee is an engineer. It is the no.
of complaints could not be resolved by him
and that has to be delegated to senior
levels.
No._complaints_delay Numeric 4 If the employee is an engineer. This is the
no. of complaints resolved by the engineer
but with delay because of several reasons.

JOBCARD_MST
------------------------

Field Name Type Width Key Description

Job_Card_ID Numeric 8 PK The code given to individual call sheet
Date Date Date of call sheet generation
No. of Employees assigned Numeric 1 Gives no. of employees assigned
Complaint_ID Numeric 8 FK The code given to individual complaint
Complaint_Status Varchar 15 Gives status of complaint

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 38

 EMPLOYEE/JOB CARD
----------------------------

Field Name Type Width Key Description

Emp/Job_Card_ID Numeric 5 PK The code given to individual
Emp_ID Numeric 8 FK The code given to individual
employee.
Job_Card_ID Numeric 8 FK The code given to individual Job
Card.
No_of_hrs. Numeric 2 Hours needed to service complaint

SPECIFIC_COMPLAINT
----------------------------

Field Name Type Width Key Description

Spec_ID Numeric 5 PK The code given to Specification
Description Numeric 8 FK The code given to individual
employee.

KNOWLEDGE_MST
----------------------------

Field Name Type Width Key Description

Kb_ID Numeric 8 PK Unique code given in order to
identify the references uniquely
Spec_ID Numeric 8 FK
Complaint_type Varchar 20 The type of complaint for which
the knowledge base is referred.
Symptoms Varchar 20 The probable behavior related to
the complaint.
Possible Solutions Varchar 20 Solutions to the complaints
forwarded.
Reference Varchar 10 Solution Reference

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 39

 AMC_MST
----------------------------

Field Name Type Width Key Description

Amc_ID Numeric 8 PK The code given to individual AMC
Cust_ID Numeric 8 FK The code given to customer.
start_date Date The start date of AMC
Duration(months) Numeric 2 Amc period.
no_of_free_visits Numeric 2 There a certain number of free visits
allocated to each Amc.

no_of_visits_left Numeric 2 No. of free visits left after which the

visits will be chargeable.
No. of machines Numeric 3 No. of machines which have Amc.
Amount Numeric 7 Total amount of AMC

COMPLAINT
----------------------------

Field Name Type Width Key Description

Complaint_ID Numeric 8 PK The code given to individual complaint.
Cust_ID Numeric 8 FK A foreign key of Customer Table
Complaint_Id Numeric 8 FK Foreign key from Complaint_Mst Table
Description Varchar 60 Description Of complaint.
Action_taken Varchar 20 The step taken to resolve
the problem.
Complaint_Status Varchar 20 Complaint
Resolved/Unresolved
Kb_ID Numeric 8 FK Unique code given in order
to identify the references uniquely
Complaint_Feedback Varchar 50 This is the remarks given
by the customer when is
problem is resolved. This
remark includes the type of
service provided and the
level of satisfaction.
Complaint_Feedback_Engineer Varchar 50 This is the remark given by
the engineer after he has
handled a complaint.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 40

 COMPLAINT_MST
----------------------------

Field Name Type Width Key Description

Complaint_Id Numeric 8 PK Numeric
Complaint_Type Varchar 8 FK Description Of Complaint Type

SPAREPARTS_TYPE
----------------------------
Field Name Type Width Key Description
Spare_type_ID Numeric 8 PK Serial no.
Spare_type_name Varchar 20 Name of the spare.
Description Varchar 50 Description of the spare.

SPAREPARTS_MST
----------------------------

Field Name Type Width Key Description

Spare_ID Numeric 8 PK Serial no. of spare
Spare_rate Varchar 15 Price At Spare Part Purchased
Spare_type_ID Numeric 5 FK The code given to individual supplier and
relative spare
Spare_specification Varchar 20 The specification of the spare part
Spare_make Varchar 20 Manufacturer of the spare
Manufacturing_date Date The date of manufacturing
Lot_no. Numeric 8 The batch to which the spare part belong
Spare_inhand Numeric 10 Quantity in hand
FK Unique code to define visit against a
Visit_ID Numeric 8
particular complaint.

ISSUED PART
----------------------------

Field Name Type Width Key Description

Spare_Issued_ID Numeric 8 PK The Serial no. of Spare Issued
Emp_ID Numeric 8 FK The code given to individual
employee.
Spare_ID Numeric 8 FK Serial no. of spare
Spare_Issued Numeric 10 Quantity issued
Date_of_issued Date Date of issue of spare part

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 41

 RETURNED PART
----------------------------

Field Name Type Width Key Description

Spare_Tag Numeric 8 This is the unique code generated for each spare
returned in active or non-active state to the
logistic department after the complaint is
resolved.
Emp_ID Numeric 8 FK The code given to individual employee.
Spare_ID Numeric 8 PK Serial no. of spare
Spare_return Numeric 10 Quantity of spares returned
Date_of_return Date Date of return of spare part.

SUPPLIER_MST
----------------------------

Field Name Type Width Key Description

Supplier_ID Numeric 8 PK Unique code given to the Supplier
Supplier _Name Varchar 20 It is the name of supplier.
Address Numeric 50 Address of the supplier.
City Varchar 20 City of the supplier.
Pin code Numeric 6 Pin code of the supplier’s city.
Phone no. Numeric 10 Phone no. of supplier.
Fax Numeric 10 Fax no. of the supplier.
Email Varchar 20 Email of the supplier.
Website Varchar 20 Website of supplier.
contact person name Varchar 20 Name of the person who takes care of
dealings with compactly.

SUPPLIER/SPARE_TYPE
----------------------------

Field Name Type Width Key Descrption

Supplier/Spare_type_ID Numeric 5 PK The code given to individual supplier and
relative spare
Supplier_ID Numeric 8 FK The code given to individual supplier
Spare_ID Numeric 8 FK Gives the type of spare
Price per unit Numeric 5 Gives price per unit

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 42

 SUPPLIER INVOICE MASTER
----------------------------------

Field Name Type Width Key Description

Supplier_invoice_ID N 8 PK The code given to individual
Supplier_invoice_ID.
Supplier_ID N 8 FK It is the unique code given to each
supplier.
Supplier/Spare_type_ID N 5 FK It the code generated for particular
supplier and the spare bought from that
supplier.
Quantity N 3 No. of spare parts sent according to the
purchase order or availability.
Amount N 6 It is the amount to be paid to supplier.
Invoice_Date D It is the due date by which payment from
customer is to be received.
Due Date D These are the agreed terms between
both the parties.
Terms and conditions V 50

SUPPLIER PAYMENT
----------------------------
Field Name Type Width Key Description
Supplier_pay_ID Numeric 8 PK The code given to individual
Supplier_Pay_ID
Date of payment Date It is the date of payment made to supplier.
Amount Numeric 6 It is the amount to be paid to supplier.

SUPPLIER INVOICE/PAYMENT
----------------------------------

Field Name Type Width Key Descrption

Supplier_invoice_pay_ID Numeric 5 PK The code given to individual
Supplier_invoice ID.
Supplier_ invoice_ID Numeric 8 FK It is the code generated when invoice from
supplier is received.
Supplier_pay_ID Numeric 8 FK It is the code generated when payment to
supplier is made.
Amount_paid Numeric 6 It is the amount paid to the supplier
against the invoice.
Amount_balance Numeric 6 Balanced amount to be paid to supplier.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 43

 COMPLAINT INVOICE
----------------------------

Field Name Type Width Key Description

Complaint_invoice_ID Numeric 8 PK The code given to individual
Complaint Invoice ID.

Taxes Numeric 10 Taxes to be paid against the

services availed and the spare part
replaced (if any).
Amount Numeric 6 It is the amount paid by customer.
Due Date Date It is the due date by which payment
from customer is to be received.
Terms and Conditions Varchar 50 These are the agreed terms
between both the parties.

PAYMENT
----------------------------
Field Name Type Width Key Description
Pay_ID Numeric 8 PK The code given to individual Complaint Pay ID.
Date of Payment Date It is the date on which the payment is made.
Amount Numeric 6 It is the amount paid by customer.

COMPLAINT INVOICE/PAYMENT
--------------------------------------

Field Name Type Width Key Description

Complaint Numeric 5 PK The code given to individual
Invoice/Payment_ID Invoice/Payment ID.
Complaint_invoice_ID Numeric 8 FK It is the code given to the invoice
generated after complaint is resolved.
Complaint_pay_ID Numeric 8 FK It is the code given to payment generated
after payment is made by Customer.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 44

 EQUIPMENT_MST
----------------------------

Field Name Type Width Key Description

Eq_ID Numeric 8 PK Serial no./Model no
The type of Equipment the company
Eq_Type Varchar 20 FK
provides service in
Eq_model Varchar 20 The model i.e. manufacturer of the
equipment

AMC_EQUIPMENT
----------------------------

Field Name Type Width Key Description

Eq_ID N 8 PK Serial no./Model no
Amc_ID N 8 FK The code given to individual AMC
Eq_model T 20 The model i.e. manufacturer of the
equipment

COMPLAINT/EQUIPMENT
--------------------------------

Field Name Type Width Key Description

Complaint_Eq_ID N 8 PK Unique code
Eq_ID N 8 FK Serial no./Model no
Complaint_ID N 8 FK The code given to individual
complaint
No_of_complaints N 10 No. of complaints against a particular
equipment/machine.
Total Expenses N 10 Total amount spend in resolving the
complaint. It includes cost of labour,
travel ,spare part used(if any),taxes
etc.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 45

 SITEVISIT_MST
----------------------------

Field Name Type Width Key Desciption

Visit_ID Numeric 8 PK Unique code to define the visit
against a particular complaint.
No._visits Numeric 5 No. of visits to fix a particular
complaint
location Varchar 20 Area where the visit has to take
place
Complaint_ID Numeric 8 FK The code given to individual
complaint
Traveling_expenses_ID Numeric 8 FK Unique code which describes the
traveling expenses against
particular visits and complaints.
Labour_charges_ID Numeric 8 FK Unique code given according to the
designation of the employee who

TRAVELLING_EXP
----------------------------

Field Name Type Width Key Description

Traveling_expenses_ID Numeric 8 PK Unique code which describes the
traveling expenses against particular
visits and complaints.
Emp_ID Numeric 8 FK The code given to individual employee.

Visit_ID Numeric 8 FK The visit id of the visit.

Traveling_expenses Numeric 10 Cost incurred while traveling to the

place from where the complaint came

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 46

 AMC_TYPE
----------------------------

Field Name Type Width Key Description

Type_amc id Varchar 15 PK AMC types are:

Comprehensive
Non-Comprehensive
AMC_id Numeric 8 FK The code given to individual AMC

AMC_Amount Numeric 7 Total amount of AMC

PAYMENT_TYPE
----------------------------

Field Name Type Width Key Description

Paytype_ id Varchar 15 PK Different Payment modes,types

AMC_id Numeric 8 FK The code given to individual AMC

AMC_Amount Numeric 7 Total amount of AMC

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 47

 DATA DICTIONARY

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 48

 Attribute Name Description Table Description
Action_taken The step taken to resolve the
problem. Attribute in Complaint Master
Add1 Gives the address of customer Attribute in Customer Master
Add2 Gives the address of customer Attribute in Customer Master
Address Address of the supplier. Attribute in Supplier Master
Amc_ID The code given to individual PK:AMC Master
AMC FK:Equipments/Machines
Amc_type Amc types are: Attribute in AMC Master
Amount It is the amount paid by Attribute in Complaint Payment
customer. Master
Amount Total amount of AMC Attribute in AMC Master
Amount It is the amount to be paid to Attribute in Supplier Invoice
supplier. Master
Amount It is the amount to be paid to
supplier. Attribute in Supplier/Payment
Amount It is the amount paid by
customer. Attribute in Complaint Invoice
Amount_balance It is the figure showing amount
balanced or yet to be paid by Attribute in Complaint
customer. Invoice/Payment
Amount_balance It is the balanced amount yet to Attribute in Supplier Invoice
be paid to supplier. /Payment
Amount_paid It is the amount paid to the Attribute in Supplier Invoice
supplier against the invoice. /Payment
Amount_paid It is the figure showing amount Attribute in Complaint
paid by customer. Invoice/Payment
Billing Rate(per hour) Gives rate of amount at which
employee works Attribute in Employee Master
City Gives the city of customer Attribute in Customer Master
City City of the supplier. Attribute in Supplier Master
Complaint Invoice/Payment_ID The code given to individual
Invoice/Payment ID. PK: Complaint Invoice/Payment
Complaint_Eq_ID Unique code PK:Complaint/Equipment
Master
Complaint_Feedback_Customer This is the remarks given by the
customer when is problem is
resolved. This remark includes
the type of service provided and
the level of satisfaction. Attribute in Complaint Master
Complaint_Feedback_Engineer This is the remark given by the Attribute in Complaint Master
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 49
 engineer after he has handled a
complaint.
Complaint_ID The code given to individual
complaint PK:Complaint Master
FK:Job Card Master,
Complaint/Equipment, Visits
Complaint_invoice_ID The code given to individual
Complaint Invoice ID. PK: Complaint Invoice
FK:COMPALAINT
INVOICE/PAYMENT
Complaint_pay_ID The code given to individual
Complaint Pay ID. PK: Complaint/Payment Master
FK: Complaint Invoice/Payment
Complaint_Status Gives status of complaint Attribute in Job Card Master
Complaint_type The type of complaint for which
the knowledge base is referred. Attribute in Knowledge Base
Complaint_type This includes complaints related
to: Attribute in Complaint Master
Contact person Attribute in Customer Master
contact person name Name of the person who takes
care of dealings with compactly. Attribute in Supplier Master
cust_ID The code given to individual
customer PK: Customer Master
FK:AMC Master
cust_Name Gives the name of customer Attribute in Customer Master
Date Date of call sheet generation Attribute in Job Card Master
Date of Birth Gives the date of birth of
customer Attribute in Customer Master
Date of Payment It is the date on which the Attribute in Complaint Payment
payment is made. Master
Date of payment It is the date of payment made
to supplier. Attribute in Supplier/Payment
Date_of_issue Date of issue of spare part Attribute in Spare_Issued
Master
Date_of_return Date of return of spare part. Attribute in Spare Returned
Master
Description Description Of complaint. Attribute in Complaint Master
Description Description of the spare. Attribute in Spare type Master
Designation Gives designation of employee Attribute in Employee Master
Due Date It is the due date by which
payment from customer is to be
received. Attribute in Complaint Invoice
Due Date These are the agreed terms Attribute in Supplier Invoice
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 50
 between both the parties. Master
Duration(months) Amc period. Attribute in AMC Master
Email Gives the email-id of customer Attribute in Customer Master
Email of the supplier. Attribute in Supplier Master
Emp_ID The code given to individual
employee. PK: Employee Master
FK: Employee/Job Card,
Traveling expenses Table,
Spare_Issue Master,
Spare_Returned Master
Emp/Job_Card_ID The code given to individual PK: Employee/Job Card Master
Eq_ID Serial no./Model no PK: EQUIPMENTS/MACHINES
FK:COMPLAINT/EQUIPMENT,
Complaint Master
Eq_model The model i.e. manufacturer of Attribute in
the equipment Equipments/Machines Master
Expenses This is the total expenses
incurred when a particular visit
is done against a complaint. It
includes the labour charges and
the traveling expenses along
with the cost of spare part used
(if any). Attribute in Visits Master
Fax Fax no. of the supplier. Attribute in Supplier Master
Invoice_Date Attribute in Supplier Invoice
Master
Job_Card_ID The code given to individual Job
Card. PK: Job Card
FK:EMPLOYEE/JOB CARD
Job_Card_ID The code given to individual call
sheet PK:Job Card
FK:Employee/Job Card
Kb_ID Unique code given in order to
identify the references uniquely PK: Knowledge Base
FK:Complaint Master
Labour_charges The cost of labour(i.e. Engineer
on per hour basis) Attribute in Labour Charge
Labour_charges_ID Unique code given according to
the designation of the
employee who handles the
problem PK:Labour Charges
FK: Visits
location Area where the visit has to take Attribute in Visit Master

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 51

 place
Lot_no. The batch to which the spare
part belong Attribute in Spare Master
Manufacturing_date The date of manufacturing Attribute in Spare Master
Mobile no. Gives mobile no. of employee Attribute in Employee Master
Name Gives name of employee Attribute in Employee Master
No_of_complaints No. of complaints against a Attribute in
particular equipment/machine. Complaint/Equipment Master
no_of_free_visits There a certain number of free
visits allocated to each Amc. Attribute in AMC Master
No_of_hrs. Hours needed to service Attribute in Employee/job card
complaint Master
no_of_visits_left No. of free visits left after which
the visits will be chargeable. Attribute in AMC Master
No. of Employees assigned Gives no. of employees assigned Attribute in Job Card Master
No. of machines No. of machines which have
Amc. Attribute in AMC Master
No._complaints_delay If the employee is an engineer.
This is the no. of complaints
resolved by the engineer but
with delay because of several
reasons. Attribute in Employee Master
No._complaints_issued This is the no. of complaints
assigned to the employee if he
is a engineer. Attribute in Employee Master
No._complaints_resolved If the employee is an engineer.
This is the no. of complaints
resolved by him within the
stipulated Attribute in Employee Master
time.
No._complaints_unresolved If the employee is an engineer.
It is the no. of complaints could
not be resolved by him and that
has to be delegated to senior
levels. Attribute in Employee Master
No._visits No. of visits to fix a particular
complaint Attribute in Visit Master
Phone Gives the phone no. of
customer Attribute in Customer Master
Phone no. Phone no. of supplier. Attribute in Supplier Master
Phone no. Gives phone no. of employee Attribute in Employee Master
Pin code Pin code of the supplier’s city. Attribute in Supplier Master
Pin Code Gives the pin code of customer Attribute in Customer Master

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 52

Possible Solutions Solutions to the complaints
forwarded. Attribute in Knowledge Base
Price per unit Gives price per unit Attribute in Supplier/spare parts
Quantity No. of spare parts sent
according to the purchase order Attribute in Supplier Invoice
or availability. Master
Skill Set Gives skill set of employee Attribute in Employee Master
Spare_ID Serial no. of spare PK: Spare Master
FK: Supplier Spare Type, Spare
Returned Master, Spare_Issue
Master
Spare_inhand Quantity in hand Attribute in Spare Master
Spare_issued Quantity issued Attribute in Spare Issue Master
Spare_make Manufacturer of the spare Attribute in Spare Master
Spare_rate Attribute in Spare Master
Spare_return Quantity of spares returned Attribute in Spare Returned
Master
Spare_specification Spare_Tag The specification of the spare
part Attribute in Spare Master
PK:Spare Returned Master
Spare_type_ID Serial no. PK:Spare Type Master
Spare_type_name Name of the spare. Attribute in Spare type Master
start_date The start date of AMC Attribute in AMC Master
Supplier _Name It is the name of supplier. Attribute in Supplier Master
Supplier_ID Unique code given to the
Supplier PK: Supplier Master
FK:
SUPPLIER/SPARE_TYPE,SUPPLIE
R INVOICE MASTER
Supplier_invoice_ID The code given to individual PK: Supplier Invoice Master
Supplier_invoice_pay_ID The code given to individual PK: Supplier Invoice/Payment
Supplier_pay_ID The code given to individual PK: Supplier/ Payment
FK:. SUPPLIER
INVOICE/PAYMENT
Supplier/Spare_type_ID The code given to individual
supplier and relative spare PK: SUPPLIER/SPARE_TYPE
FK: SUPPLIER INVOICE MASTER,
Spare Master
Supplier/Spare_type_ID The code given to individual
supplier and relative spare PK: Supplier Spare Type
FK: Spare Master
Symptoms The probable behavior related
to the complaint. Attribute in Knowledge Base
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 53
Taxes Taxes to be paid against the
services availed and the spare
part replaced (if any). Attribute in Complaint Invoice
Terms and conditions Attribute in Supplier Invoice
Master
Terms and Conditions These are the agreed terms
between both the parties. Attribute in Complaint Invoice
Total Expenses Total amount spend in resolving
the complaint. It includes cost
of labour, travel ,spare part Attribute in
used(if any),taxes etc. Complaint/Equipment Master
Traveling_expenses Cost incurred while traveling to
the place from where the attribute in Traveling expenses
complaint came table
Traveling_expenses_ID Unique code which describes
the traveling expenses against
particular visits and complaints. PK: Traveling Expenses table
FK: Visits
Visit_ID Unique code to define the visit
against a particular complaint. PK: Visits Master
Website Website of supplier. Attribute in Supplier Master
Type_amc_id Type of Annual Maintenance
Contract PK: Types_of_AMC
AMC_Amount Total Amount of AMC Attribute of AMC
Paytype_ id Different Types of Payments. PK: Payment_Types

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 54

 SCREEN LAYOUTS

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 55

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 56
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 57
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 58
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 59
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 60
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 61
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 62
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 63
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 64
AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 65
 REPORT DESIGNS

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 66

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Customer-Wise AMC’s Report

Date: / / /
User: Management, Accounts Department

Purpose: To maintain database of all AMC customers

Sr. AMC Customer Customer Contact Issuing Valid Amount Validity

No. No. ID Name No. Date Upto (Rs.) Status

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 67

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Customers Outstanding Payment Report

Date: / / /
User: Management, Accounts Department

Purpose: To find customer wise outstanding balance payments

Sr. Customer Customer AMC Complaint Payment Balance Delayed By

No. ID Name Customer Date Due Date Amount (No.of days)
(Y/N) (Rs.)

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 68

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Suppliers Outstanding Balance Report

Date: / / /
User: Management, Accounts Department

Purpose: To find supplier wise outstanding Payable balance

Sr. Supplier Supplier Invoice Invoice Payment Balance

No. ID Name No. Date Due Date Amount
(Rs.)

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 69

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Equipment Purchase Report

Date: / / /
User: Logistic Department

Purpose: To find the details of Equipment purchased

Sr. Supplier Equipment Date of Specification Receipt Quantity Amount

No. ID Serial purchase of No. (Rs.)
No. Equipment

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 70

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Equipment Sales Report

Date: / / /
User: Management, Inventory department

Purpose: To find the details of Equipment sold

Sr. Customer Engineer ID Equipment Date of sale Invoice Quantity Amount

No. Name (In charge) Details No. (Rs.)

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 71

 COMPUTER INFOTECH
We care for yourFUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Customer-Wise Complaint Status Report

Date: / / /
User: Management

Purpose: To know the customer-wise complaint status

Sr. AMC Customer Customer Complaint Engineer Date of Complaint

No. Customer ID Name Details In Charge complaint Status
(Y/N)

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 72

 COMPUTER INFOTECH
We care for yourFUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Equipment Return Report

Date: / / /
User: Management, Inventory dept.

Purpose: To know the number and details of equipment returned from customer

Sr. Custo Equipment Equipment Complaint Engineer Equipment Equipment

No mer Type Serial No. ID In Charge Returned Status
Name (In No.)

Assumptions:

[1] Equipment returned by customer but not sent to supplier

[2]Equipment returned to supplier but no new equipment received from supplier.
[3]New Equipment received by company but not sent to customer.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 73

 COMPUTER INFOTECH
We care for yourFUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Issue Of Equipments Report

Date: / / /
User: Management, Inventory dept.

Purpose: To know the number and details of equipment’s issued against the
complaint by customer

Sr. Equipment Equipment Complaint Engineer Date of issue No. Of

No. Type Serial No. ID In Charge Issued
Equipment

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 74

 COMPUTER INFOTECH
We care for your FUTURE
26, Kojagiri Apt.,Chaitanyanagar, Pune Satara Road,Pune 411043.
Tel.: 020-24362387 Mobile:9422016668,9921990704
Email:[email protected]:www.cispune.com

Customers Feedback Report

Date: / / /
User: Management
Purpose: To know the feedback from customer about service.

Sr. Custo Engineer Engineer Time taken to Service Rating Feedback about
No mer In Charge ID Solve the issue Engineer in Charge
Name

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 75

 REPORTS DESCRIPTION

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 76

Complaint-Wise Report:

This is the information report that will be used by the management in order to keep a record of
specific complaints customer – wise. This means that the details about the customer, the equipment
and the complaints related to the equipments can be fetched from this report. It also contains a field
of Complaint Status which shows at what stage the customer problem has reached in the process of
problem resolution.

The Status can be like Problem resolved, spare part repaired, spare part replaced, system maintenance
process, or problem still in process etc. This report is specific for the particular complaints against
different parts of the equipment.

Current Spare Part Details Report:

This is the information report that contains the details of the spare parts that are currently present in
stock. This report is useful for the logistic department to keep a check on how much of the spare parts
need to be ordered in order meet the daily requirements. This report thus finds usage in maintaining
an optimal inventory and not blocking the capital.

Customer Complaint Report:

This report is more or less a detailed description of the customer, his complaint related to the
equipment, the action taken to resolve the problem, the complaint status. This report also contains
the remarks of the customer and the engineer who attended the complaint after the complaint is
resolved. The remark of the customer contains the feedback about the areas related to customer
satisfaction.

Defective Spares Report:

This is the information report that is generated in order to keep a check on the defective batch of
spares. This is done so that while in servicing process a replaced spare does come under defective
spare. This inspection is required in order to give efficient service to the customer. This report contains
information about the supplier from whom the spares are purchased. This information is useful in the
process of vendor selection. This report helps in choosing vendors that provide flawless delivery of
spares. Thus, helping the company to maintain healthy relationships with the vendors in order to grow
exponentially.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 77

Engineer-wise Complaint Report:

This information report finds usage for the management. It provides information about the engineers
dealing with the problems of the equipments and the stage unto which the problem is resolved
efficiently. This report can be effectively used to find the engineer’s efficiency with respect to the
workload he has.

Another usage of this report can be that it can determine whether engineers are assigned work in
somewhat equal proportions or not. Because a large amount of work load can effect an individual’s
efficiency.

Model-wise Complaint Report:

This information report finds place where it is required to keep a track of complaints with respect to
models of equipment. This report is also useful for the management to find solutions to complaints
related to a particular model of equipment.

It also guides the company to enter into contract with customers using particular models having
frequent complaints so that the company gets regular and more and more work.

This report also alarms the management against customers whose total expenses are more than the
AMC amount paid. In such situations the management is advised to change the terms and conditions
of the AMC.

New AMC’s Report:

This is the information report which is used by the management and the Accounting department of
the company. The management refers to this report to fetch information related to the customers that
enter into contract with the company. The information about the customers tells the Management
how much the company is popular in the market and how much is its credibility. This analysis is
required in order to work on the strategic approach to increase the recognition of the company in the
market at regular intervals by introducing new services and extending more and more comfortable
platform for customers to get their complaints resolved swiftly.

This report is used by the Accounting department to fetch records of customers entering into AMC’s
and the amounts of the AMC. The accounting department use this information to plan for the financial
year. The plan includes strategies and courses of actions in order to optimize their growth and increase
their profits.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 78

Outstanding AMC’s Report:

This is the information report that details the information about the customers whose AMC’s are going
to be expired in a short time. This report is required so that all the customers with outstanding AMC’s
can be notified. This report is also used by the Management and the Accounting Department.

These departments use this report in order to keep a constant track of customer’s with an objective
not to lose the customer’s who might be taking lot no. of AMC’s and giving good business to the
company.

Customer-wise Outstanding Payment Report:

This is the information report that is used by the management and the Accounting Department. This
report contains records about the customers who may or may not have an AMC but who have pending
payments against the services from company.

This report also contains the due date i.e. the date up to which the company is expecting a payment
from the customer. The management uses this report to take out record of customers who are late
payers so that decisions regarding continuing the business with these customers can be taken.

Accounting Department also uses the report to find out how much amount needs to be procured by
the customers. This is done because this money has to be invested and utilized in further new and
better strategies in order to provide a better service to the customers.

Spares Issue Report:

This information report is the report primarily used by the Logistic Department. The logistic
department wants to track the entire process of issuing the spare part. Therefore, this report contains
the information about spare part issued against a particular complaint to a particular engineer
whenever the need arises.

The report also contains date of issue and no. of spares issued. This is important if the spare issued is a
‘A’ class item. Spares Issue Report can be qualitatively used for keeping a check on the right and
appropriate usage of the spares purchased.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 79

Spares Return Report:

This is the information report which is again used by the Logistic Department. Once the logistic
department issues a spare part it always expects a non- active (i.e. a spare in a non-working condition)
or at times an active (i.e. a spare in a working condition) in return. The spare which is returned is
assigned a unique code i.e. a tag which identifies the spare.

This information report also contains information regarding the complaint and the engineer that
resolved the complaint. Along with all this even the date of return of spares and the number of spares
returned also finds usage here. This information can always be matched with the Spares Issue report in
order to check for any fraudulence.

Spare Purchase Report:

This information report contains details of the spares that are purchased by the company. The Logistic
Department finds this report of great usage as this report contains information regarding the spare
part, its type, and its make. It even contains the information about the supplier from which the spare
part is purchased. Thus, the entire purchase process of the spare part can be detailed in this report
giving relevant information to the logistic department to plan for its next purchase.

Supplier-Wise Outstanding Balance Report:

This information report is used by the management and the Accounting department of the company.
The purpose of this report is to find out the outstanding balance yet to be paid to the suppliers. This
report helps to tell the management and the accounts department the net account payables to the
suppliers. Information regarding the supplier, the invoice and the due

date unto which the payments have to be made helps to determine the cash flow from the company
and thus helps in obtaining resources in order to meet the deadlines of payments. This information
report helps the management and the accounting department in taking prompt decisions related to
payments and formulating future strategies so that the balances are cleared before the credit period
expires.

AFTER SALES SERVICE (MBA-IT) 2009 -2011Page 80