COMPANY QUALITY PROCEDURE

Procedure for Service Report Writing

QUALITY SYSTEM PROCEDURE

For

1. Procedure for Service Report Writing

DOCUMENT APPROVAL BLOCK

NAME & DESIGNATION SIGNATURE

Prepared by: (Miss. Iqra Younas)

(Service Coordinator- Trainee)

Reviewed & Mr. Umar Masood (Team Lead)

Approved by:
Mr. Ameer Khan (Head of Services Department)

Revision No.: 00
Date of Issue: 21-Jan-22

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COMPANY QUALITY PROCEDURE
Procedure for Service Report Writing

1 PURPOSE

The Purpose of this procedure is to develop a documented system primarily as a tool to

enhance accountability of a visit, assist in organizational learning and decision-making,
and improve communication of the findings both internally and externally. This document
covers step by step standardized KRONES set parameters and instructions in accordance
to write a comprehensive and worth considering visit report.

2 SCOPE

The procedure is applicable to Services Department.

3 CHARACTERISTICS REQUIRED

An effective visit report has the following characteristics. It is:

3.1 Appropriate to the purpose – this is clearly identified from the outset, so that
the conclusions and or/recommendations will be relevant.

3.2 Appropriate to the addressees – the reader’s knowledge will influence the type
of background detail that will need to be in the report and the emphasis that
will be placed on issues of interest.

3.3 Accurate and complete – this is essential for a high-quality report.

3.4 Logical – this enables the report to be easily understood.

3.5 Clear, concise and well organized with clear section headings – this will assist in
leading the reader logically to the conclusions and recommendations. The
pictorial view of findings associated with the description will also add more
clarity.

This will have a distinct emphasis on clearly articulating conclusions and recommendations.

4 PROCEDURE
4.1 Team Lead receives customer inquiry through Project Manager for visiting plant
site. The customer inquiry may be received through fax, email, and/or verbal or
by any other mean and Team Lead if needs any clarification in the order makes
it clear from the requesting party.

4.2 Team Lead will instruct and assign the customer requirements to the designated
field service engineer by sharing the customer’s name, contact information,
plant’s location and other necessary statistics.

4.3 With the consent of customer, the designated field service engineer will visit
thoroughly and address the matter of interest with keen attention because the
more accurately it has been addressed the more well versed and comprehensive
report will be, leading the reader in articulating the results.

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COMPANY QUALITY PROCEDURE
Procedure for Service Report Writing

4.4 After the visit, the Field service engineer then writes the report about his visit
and communicate his findings and actions taken thoroughly.

4.5 The report will be distributed to the team lead, project manager, service
coordinator and head of services in the end.

5 REPORT PRESENTATION & WRITING GUIDELINES

These are hereby instructions and tips to follow throughout the report in order to make it
more comprehensive and considerate depicting the sole purpose of the visit for the
addressees to drive conclusions and decisive actions.

5.1 The KRONES visit report has a tabular informative index to be filled in the
beginning as shown below in Figure 1.1. The information required in the table
has been shared by the team Lead at the time of visit request.

Fig. 1.1.: Service Report Introductory Table

• Issued on: This date should be ahead of visit’s end date since the report has to
be prepared after the visit.

• KRONES Contact Person: KRONES contact person is the one requesting the FSE
for the visit. Mostly this is the Project Manager.

• Distribution List: this cell incorporated the information of personnel involved

with the matter including Project manager, Head of services, team lead and
Customer’s contact person.

• Date from: this is the date of first day of the visit.

• Date to: this is the date of last day of the visit.

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COMPANY QUALITY PROCEDURE
Procedure for Service Report Writing

• Service Engineer’s speciality: the visiting FSE(s) technical expertise shall be

mentioned in here.

• Place of customer: the location of plant site shall be mentioned in here.

• Serial No./ Mach. No.: the machine, line or part’s no. on which the action is
taken shall be mentioned in here.

• Operating hours: the time that machine in consideration has been functioning
shall be mentioned in here.

• Customer: The Name of the customer shall be mentioned in here.

• Customer’s contact person: the name of the customer’s representative

addressing the inquiry on its behalf shall be mentioned in here.

• Customer’s telephone No.: The voice contact information of the customer’s

contact person shall be mentioned in here.

• Order No.: if the service department has issued any order No. for the said job
and been communicated to the FSE, this shall be mentioned in here.

• Purchase order No.: if the sales department has issued the customer’s purchase
order No. that shall be mentioned in here.

5.2 The KRONES service Visit report has tasks/ jobs options reflecting the possible
purposes of visit to address. The designated check box(es) should be checked to
mention what type of job was in consideration for visit purposes as shown in
figure 1.2.

Fig.1.2.: Check boxes for type of job selection

5.3 The purpose of narrating the reason of visit in the next section is to describe the
type of job carried on the respective machine part under its corresponding
technology according to the job No. assigned. It should be comprehensive,
concise and accurate with all necessary information needed to be defined.

5.4 The subsequent section of the visit report is work done that describes the
various tasks done, observations noted, and actions taken in accordance with
the requirement. This section must be reported with due respect since it will
reflect the true findings at site that will help deducing the results and
recommendations for both internally and externally.

5.5 There are certain instructions that need to be followed to write this section in
well organized manner which are as follows:

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COMPANY QUALITY PROCEDURE
Procedure for Service Report Writing

• The work carried out should be narrated in passive voice speech. All the tasks
carried out should be explained individually using bullets. However, the pattern
of bullets and points should be consistent throughout the document.

• The report should be visually appealing and easy to read. The pictures add more
clarity to the purpose of task addressed; however, it should be pasted in the
picture formatting order of “in line with text” and “aligned with right column”
as shown in figure 1.3 and figure 1.4 respectively below.

Fig. 1.3: In line with Text Fig.1.4: Align right

• All visual information should be clearly titled and referred to in the text. It
should be clear to the reader exactly what they are looking at and where the
information has come from.

• Each date’s work should be described under separate heading with bold and
underlined formatting. The standard text size for headings as well as text in
work done section should be 10 and text font should be TheSans B5 Plain.

• There should be space before and after each of the heading which can be
applied as shown in figure 1.5 below.

Fig. 1.5: Icon for spacing of lines and paragraph

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COMPANY QUALITY PROCEDURE
Procedure for Service Report Writing

• There should be no spacing between bullets under each heading. This step helps
the information stacked together under individual headings.

• The sentence structure should be well elucidated and concise yet accurate
enough to deliver the purpose. However, repetition of same perspective
explained earlier can be absurd.

• The information if added, left unexplained will affect the quality of report.

• The two sections should not be conjoined as shown in figure 1.6 below.

Fig. 1.6.: Two sectioned conjoined

• Each section should be distinguished as separate rows of the table.

• Once the report is made, justify the entire document of the visit report. The
justify icon is shown in the figure 1.7 below.

Fig. 1.7.: Justify icon for reference

6 RECORD OF VISIT REPORTS

The record for each of the visit reports submitted by Field service engineers should be
maintained by the team lead which can be provided later when requested.

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