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After Sales Services: By: MD - Taoseef

This document summarizes the current state of an organization's after-sales services and proposes improvements. It finds that the number of customer complaints is rising and satisfaction is decreasing due to long response times, limited staff, and high prices. Data on complaints shows the most common issues are loose fittings, QA problems, and damage during handling/packaging. To improve, the document recommends establishing a dedicated after-sales department, hiring more skilled workers, revising prices, and conducting regular employee training and appraisals. Key responsibilities for the after-sales manager are also outlined.

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30 views

After Sales Services: By: MD - Taoseef

This document summarizes the current state of an organization's after-sales services and proposes improvements. It finds that the number of customer complaints is rising and satisfaction is decreasing due to long response times, limited staff, and high prices. Data on complaints shows the most common issues are loose fittings, QA problems, and damage during handling/packaging. To improve, the document recommends establishing a dedicated after-sales department, hiring more skilled workers, revising prices, and conducting regular employee training and appraisals. Key responsibilities for the after-sales manager are also outlined.

Uploaded by

taoseef_7864412
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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After sales services

By: Md.Taoseef
Objectives:
To provide effective & prompt services to our customer.
To Generate revenue .
To create more faith and trust for our brand in the
mind of customer.
To work in the the systematic way
Current status:
Rising no. of complaints.
Increasing dissatisfaction of customer towards our
after sale services.
Taking long time frame.
Loosing opportunity cost.
Limited manpower.
High prices.
1st Quarter Report

Shifting Lipping
Repairing Trading 21%
10% 1% 2%
Service
6%

Breaking
3%

Cracking
2%

Handling & Packaging


7%

Loose Fitting/leveling
QA 20%
29%
2nd Quarter Report
Trading Shifting
1% 2%
Service
6%
Lipping
21%

Repairing
10%

Breaking
3%
Cracking
2%

Handling & Packaging


7%

QA
29%
Loose Fitting/leveling
20%
3rd Quarter Report
Chart Title

Lipping
3%
Polish/Finishing Breaking & Cracking
17% 11%
Handling & Packaging
Trading 1%
2%
Service
5%

Repairing
7%
Loose Fitting & Leveling
31%

QA
23%
Complaint Analysis:
1st Quarter 2nd Quarter 3rd Quarter

Lipping 47 17 9

Breaking 6 10 30

Cracking 5 16 20
4 4
Handling & Packaging 15
41 87
Loose Fitting/leveling 45
QA 67 32 65

Repairing 22 14 20

Service 14 15 14

Trading 3 8 5

Shifting 4 4

Polish/Finishing 0 15 47
Reason for losing opportuny cost:
High prices

Limited space
Long time frame

Work pressure Less manpower


What we need:
We need to install a separate Department/business unit
for services. (separate office, phone no. email
id,manpower,vehicle,area where services can be done)
We need to recruit adequate amount of skilled manpower.
Service charges should be revised.
Visiting charges should be Tentative.(according to the
distance)
Meeting should be conducted on daily basis, so that they
can rectify their issues related with their services.
Employee appraisal and training program should be
conducted in a certain time duration.
Employee work force:
work flow chart.xlsx
Above chart /work flow will be based on the matrix
model:
In this model no one employee can be wasted ,if any
employee won’t have any work to do then we can use in
the different department. these will be also aidful for
multiskilling
Responsibilities
Develop the service vision ,the service culture and communicate it to
all employees.
Develop service strategies, set the system and train the employees.
Set standard for delivery of service quality.
Map all process and reengineer if required.
Manage and develop manpower.
Monitor the service quality ,performance and give feedback to all
employees.
Measure level of employee satisfaction.
Measure level of customer satisfaction.
Identify the gaps in service quality, delivery and bridge the gaps.
Set process for continuous improvement and service quality
evolutions.
A service manager must have to follow these responsibilities and
report it to respective branch managers.MNR/AUNDH/CHT.

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