after sales mgmt system

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AFTER SALES SERVICE (MBA-IT) 2009 -2011

BUSINESS OBJECTIVES




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 years

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-salesservice 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

y Shortening service billing cycle by 24 to 72 hours.

y Reducing sales entry time by over 50 percent.

y Simplifying and shortening the creation and execution of service contracts (transitioned from

paper-based to electronic).y Improving parts inventory management with real-time checking of Spare parts of service

orders.

y Saving time and effort by automating invoicing for recurring orders.

y Enabling advanced profitability analysis on service jobs via detailed cost collection.

y Reducing dependency on manual collection and calculations by creating real-time electronic

dashboards to manage operations.




The 3 Business Objectives of Computer InfoTech

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

y

To survive.y To maintain growth and development.

y 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 organizations 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.




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.

y Deploy leading-practice sales, order management and field service capabilities to the Pune

regional sales and service sites

y Grow revenues of the service business, specifically preventive maintenance

y Increase visibility into business operations through measurement and reporting of key

performance indicators (KPIs)

y 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




y 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

y 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.




Non-financial Business objectives

Introduction

A business may have important non-financial objectives which will limit the achievement of financialobjectives. 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).




SYSTEM OBJECTIVES




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

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

records and generate reports, ie. To perform score-keeping functions.

y 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 techniquesfrom 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.

y Ex pert 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.




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:

y Maintenance of the various databases constituting the details of the customers, employees,

contracts etc which are regularly updated.

y 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.

y AMC management process: This process includes the signing of Annual Maintenance

Contracts. Thus, the key deliverable here is AMC.

y Spare Part Management process: Another intrinsic process in the project is the spare partmanagement. 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 ultimately results in procuring the required spare part against the complaints that come

as and when required.




y There are some other processes like expenses management, payroll management which are

not considered in detail in our study.

y 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 thatis 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.




SCOPE OF WORK




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:

y Technical help desk.

y Extensive inventory.

y Centralized spare part stocks for fast delivery

y AMC-made service contracts.

y Replacement machines

y 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:

Scopes help desk services primarily serve to cater technology assistance, and provide continual

support in response to customer queries.

Order Taking and Processing:

When its 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.




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. Thats 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




PROCESS DESCRIPTION




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




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

engineers 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 customerdatabase 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




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.




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 isprepared 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.




FUNCTIONAL DECOMPOSITION DIAGRAM




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Knowledge_Mst

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AMC Details

Spare Parts Detais

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ENTITY RELATIONSHIPN DIAGRAM




K

A Y_ S

S R_ D A K




TABLE LAYOUTS




CUSTOMER _MST

----------------------

Field Name Type Width Key Description

CustT

ID Numeric 8 PK The code given to individual customerCust

T

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-------------------------------


CustT

ID Numeric 8 FK A foreign key of Customer Table

ComplaintT

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-------------------------------


CompT


CT

Address Varchar 70 FK A foreign key of Complaint Table

CT

Description Varchar 70 Customer Feedback

CT

Contact Numeric 10 Rating at the Scale of 1 -5 for the

service.

CT

Date Date Date of Registration

CT

Email Varchar 20 Email Address




AMC_MST

----------------------------


Amc

ID Numeric

8 PK The code given to individual AMCCust

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

----------------------------


Complainta

ID Numeric 8 PK The code given to individual complaint.

Custa


Complainta

Id Numeric 8 FK Foreign key from Complaintb

Mst Table

Description Varchar 60 Description Of complaint.Action

a

taken Varchar 20 The step taken to resolvethe problem.

Complainta

Status Varchar 20 ComplaintResolved/Unresolved

Kba

ID Numeric 8 FK Unique code given in orderto identify the references uniquely

Complainta

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 thelevel of satisfaction.

Complainta

Feedbacka

Engineer Varchar 50 This is the remark given by

the engineer after he hashandled a complaint.




COMPLAINT_MST

----------------------------


Complaintc

Id Numeric 8 PK Numeric

Complaintd

Type Varchar 8 FK Description Of Complaint Type

SPAREPARTS_TYPE

----------------------------


Spared

typed

ID Numeric 8 PK Serial no.

Sparee

typee

name Varchar 20 Name of the spare.

Description Varchar 50 Description of the spare.

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


Sparef

ID Numeric 8 PK Serial no. of spare

Spareg

rate Varchar 15 Price At Spare Part Purchased

Spareg

typeg

ID Numeric 5 FK The code given to individual supplier and

relative spare

Spareg

specification Varchar 20 The specification of the spare part

Spareg

make Varchar 20 Manufacturer of the spareManufacturing

g

date Date The date of manufacturing

Lotg

no. Numeric 8 The batch to which the spare part belong

Spareg

inhand Numeric 10 Quantity in hand

Visitg

ID Numeric 8FK Unique code to define visit against a

particular complaint.

ISSUED PART

----------------------------


Spareh

Issuedh

ID Numeric 8 PK The Serial no. of Spare Issued

Emph

ID Numeric 8 FK The code given to individual

employee.

Spareh

ID Numeric 8 FK Serial no. of spare

Spareh

Issued Numeric 10 Quantity issued

Dateh

of h

issued Date Date of issue of spare part




RETURNED PART

----------------------------


Sparei

Tag Numeric

8 This is the unique code generated for each sparereturned in active or non-active state to the

logistic department after the complaint is

resolved.

Empp

ID Numeric 8 FK The code given to individual employee.

Sparep

ID Numeric 8 PK Serial no. of spare

Sparep

return Numeric 10 Quantity of spares returned

Datep

of p

return Date Date of return of spare part.

SUPPLIER_MST

----------------------------


Supplierq

ID Numeric 8 PK Unique code given to the Supplier

Supplierr

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 suppliers 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/Spares types ID Numeric 5 PK The code given to individual supplier andrelative spare

Suppliert

ID Numeric 8 FK The code given to individual supplier

Sparet

ID Numeric 8 FK Gives the type of spare

Price per unit Numeric 5 Gives price per unit




SUPPLIER INVOICE MASTER

----------------------------------


Supplieru

invoiceu

ID N 8 PK The code given to individualSupplier

u

invoiceu

ID.

Supplieru

ID N 8 FK It is the unique code given to each

supplier.

Supplier/Spareu

typeu

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.

Invoiceu

Date

DIt is the due date by which payment fromcustomer is to be received.

Due Date D These are the agreed terms between

both the parties.

Terms and conditions V 50

SUPPLIER PAYMENT

----------------------------


Supplieru

payu

ID Numeric 8 PK The code given to individual

Supplieru Payu 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

Supplierv

invoicev

payv

ID Numeric 5 PK The code given to individual

Supplierv

invoice ID.

Supplierv

invoicev

ID Numeric 8 FK It is the code generated when invoice fromsupplier is received.

Supplierv

payv

ID Numeric 8 FK It is the code generated when payment to

supplier is made.

Amountv

paid Numeric 6 It is the amount paid to the supplier

against the invoice.

Amountv

balance Numeric 6 Balanced amount to be paid to supplier.




COMPLAINT INVOICE

----------------------------


Complaintw

invoicew

ID Numeric 8 PK The code given to individualComplaint 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.

PAx

MENT

----------------------------


Payw

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--------------------------------------


Complaint

Invoice/Paymentw

ID

Numeric 5 PK The code given to individual

Invoice/Payment ID.

Complaintw

invoicew

ID Numeric 8 FK It is the code given to the invoice

generated after complaint is resolved.

Complaintw

payw

ID Numeric 8 FK It is the code given to payment generated

after payment is made by Customer.




EQUIPMENT_MST

----------------------------


Eqy

ID Numeric 8 PK Serial no./Model noEq

y

Type Varchar 20 FKThe type of Equipment the company

provides service in

Eqy

model Varchar 20 The model i.e. manufacturer of the

equipment

AMC_EQUIPMENT

----------------------------


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

--------------------------------


Complaint

Eq

ID N 8 PK Unique code

Eq ID N 8 FK Serial no./Model noComplaint

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.




SITEVISIT_MST

----------------------------

Field Name Type Width Key Desciption

Visit

ID Numeric 8 PK Unique code to define the visitagainst 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

----------------------------


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




DATA DICTIONARY




Attribute Name Description Table DescriptionAction

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

AMC

PK:AMC Master

FK:Equipments/Machines

Amc

type Amc types are: Attribute in AMC Master

Amount It is the amount paid by

customer.

Attribute in Complaint Payment

Master

Amount Total amount of AMC Attribute in AMC Master

Amount It is the amount to be paid to

supplier.

Attribute in Supplier Invoice

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

customer.

Attribute in Complaint

Invoice/Payment

Amount

balance It is the balanced amount yet to

be paid to supplier.

Attribute in Supplier Invoice

/Payment

Amount paid It is the amount paid to thesupplier against the invoice.

Attribute in Supplier Invoice/Payment

Amount

paid It is the figure showing amount

paid by customer.

Attribute in Complaint

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


Invoice/Payment ID. PK: Complaint Invoice/Payment

Complaint Eq ID Unique code PK:Complaint/EquipmentMaster

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




engineer after he has handled a

complaint.

Complaint


complaint PK:Complaint Master

FK:Job Card Master,

Complaint/Equipment, VisitsComplaint

invoice


Complaint Invoice ID. PK: Complaint Invoice

FK:COMPALAINT

INVOICE/PA

MENT

Complaint

pay


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 BaseComplaint

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


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 MasterDate of Birth Gives the date of birth of

customer Attribute in Customer Master

Date of Payment It is the date on which the

payment is made.

Attribute in Complaint Payment

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

MasterDescription 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




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


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

the equipment

Attribute in

Equipments/Machines MasterExpenses 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

MasterJob

Card

ID The code given to individual Job

Card. PK: Job Card

FK:EMPLO

EE/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. Engineeron 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




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

particular equipment/machine.

Attribute in

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

complaint

Attribute in Employee/job card

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 haveAmc. 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 suppliers city. Attribute in Supplier Master

Pin Code Gives the pin code of customer Attribute in Customer Master




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 orderor availability.

Attribute in Supplier InvoiceMaster

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 MasterSpare

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 theSupplier PK: Supplier Master

FK:

SUPPLIER/SPARE

T

PE,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/PA

MENT

Supplier/Spare type ID The code given to individualsupplier and relative spare PK: SUPPLIER/SPARE

T

PE

FK: SUPPLIER INVOICE MASTER,

Spare Master

Supplier/Spare

type


supplier and relative spare PK: Supplier Spare Type

FK: Spare Master

Symptoms The probable behavior related Attribute in Knowledge Base




to the complaint.

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

MasterTerms 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

used(if any),taxes etc.

Attribute in

Complaint/Equipment Master

Traveling

expenses Cost incurred while traveling to

the place from where the

complaint came

attribute in Traveling expenses

table

Traveling expenses ID Unique code which describesthe 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




SCREEN LAYOUTS




REPORT DESIGNS




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.

No.

AMC

No.

Customer

ID

Customer

Name

Contact

No.

Issuing

Date

Valid

Upto

Amount

(Rs.)

Validity

Status




COMPUTER INFOTECH



Tel.: 020-24362387 Mobile:9422016668,9921990704


Customers Outstanding Payment Report

Date: / / /


Purpose: To find customer wise outstanding balance payments

Sr.

No.

Customer

ID

Customer

Name

AMC

Customer

(Y/N)

Complaint

Date

Payment

Due Date

Balance

Amount

(Rs.)

Delayed By

(No.of days)




COMPUTER INFOTECHWe care for your FUTURE


Tel.: 020-24362387 Mobile:9422016668,9921990704Email:[email protected]:www.cispune.com

Suppliers Outstanding Balance Report

Date: / / /


Purpose: To find supplier wise outstanding Payable balance

Sr.

No.

Supplier

ID

Supplier

Name

Invoice

No.

Invoice

Date

Payment

Due Date

Balance

Amount

(Rs.)







Equipment Purchase Report

Date: / / /

User: Logistic Department

Purpose: To find the details of Equipment purchased

Sr.

No.

Supplier

ID

Equipment

Serial

No.

Date of

purchase

Specification

of

Equipment

Receipt

No.

Quantity Amount

(Rs.)







Equipment Sales Report

Date: / / /

User: Management, Inventory department

Purpose: To find the details of Equipment sold

Sr.

No.

Customer

Name

Engineer ID

(In charge)

Equipment

Details

Date of sale Invoice

No.

Quantity Amount

(Rs.)







Customer-Wise Complaint Status Report

Date: / / /

User: Management

Purpose: To know the customer-wise complaint status

Sr.

No.

AMC

Customer

(Y/N)

Customer

ID

Customer

Name

Complaint

Details

Engineer

In Charge

Date of

complaint

Complaint

Status







Equipment Return Report

Date: / / /

User: Management, Inventory dept.

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

Sr.

No

Custo

mer

Name

Equipment

Type

Equipment

Serial No.

Complaint

ID

Engineer

In Charge

Equipment

Returned

(In No.)

Equipment

Status

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.




COMPUTER INFOTECH



Tel.: 020-24362387 Mobile:9422016668,9921990704


Issue Of Equipments Report

Date: / / /

User: Management, Inventory dept.

Purpose: To know the number and details of equipments issued against the

complaint by customer

Sr.

No.

Equipment

Type

Equipment

Serial No.

Complaint

ID

Engineer

In Charge

Date of issue No. Of

Issued

Equipment







Customers Feedback Report

Date: / / /

User: Management

Purpose: To know the feedback from customer about service.

Sr.

No

Custo

mer

Name

Engineer

In Charge

Engineer

ID

Time taken to

Solve the issue

Service Rating Feedback about

Engineer in Charge




REPORTS DESCRIPTION




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 defectivespare. 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.




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 engineers 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 individuals

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 AMCs 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 AMCs

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.




Outstanding AMCs Report:

This is the information report that details the information about the customers whose AMCs are going

to be expired in a short time. This report is required so that all the customers with outstanding AMCs

can be notified. This report is also used by the Management and the AccountingDepartment.

These departments use this report in order to keep a constant track of customers with an objective

not to lose the customers who might be taking lot no. of AMCs 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 AccountingDepartment. 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.



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

after sales mgmt system

Documents