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Scope of Customer Service
- To provide effective and efficient pre & post sales support to enable customers to have best output from our Products & Services.
- To regularly obtain the feedback on product quality and performance.
- Monitor and control cost of service.
- Understand the product application and usage and provide input for product development and to E&D.
Customer Centric Focus
- Is all about
- Creating Value
- Sustaining & Delivering Value
- Innovation & Creativity
Actions planned & Initiated at TIDC
- Value creation thro’
- Products
- Enhanced life
- Replacement Warranty
- Improved Channel Margins
- Services
- Erection & Maintenance Service
- Application Engineering
- Sustain & Deliver Value thro’
- Capturing Voice of customer
- OE Service camps
- Participation in OEM Training programs
- Dealer & Mechanic meets
- Service camp for Customers
Objective
- To be the Key Differentiator for TIDC from Competition.
- To enhance the Customer Satisfaction through various customer specific initiatives.
Activities
- Auto OEM
- Regular meetings with HO & RO Service Dept.
- Visits to Service Centers by our Service Engineers /
MSRs.
- Feedback on product performance.
- Participate in Service Campaigns.
- Performance of Vehicle Power Transmission System
- Competitor product performance.
- Training to service team on Product installation & maintenance.
- Track customer-wise / model-wise product performance.
- Provide monthly input to OEMs on product performance based on the visits to OEM service
dept.
- Auto (Trade)
- Establish Warranty Transaction system
- Mechanism to capture & report all failures immediately.
- Replacement procedure and norms.
- Analysis of warranty failures.
- Track model-wise product performance.
- MSR visits to Mechanics / dealers to get product feedback (especially on new products)
- Feedback on Competitor Product performance
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