Understanding Service Processes Beyond Manufacturing Enterprises

Service processes play a crucial role in any business, whether in manufacturing enterprises or other sectors. Beyond manufacturing, these processes ensure customer satisfaction and business success. As a consultant, I have worked with various businesses to enhance their customer service operations, focusing on key areas such as pre-sale specification, order taking, technical support, aftermarket support, and commissioning and training.

Pre-Sale Specification

Pre-sale specification is a critical step, especially for businesses that manufacture parts and components, such as electrical equipment for new apartment buildings, manufacturing plants, and manufacturing equipment. These manufacturers often receive calls from engineers and other professionals requiring detailed information to specify components for their projects.

The reputation of both the caller and the manufacturer is often at risk during this process. In the past, low-level clerks handled these calls, which might not instill confidence in the caller. Furthermore, they were only available during normal business hours. Now, companies are advised to hire 'engineers who can type' to handle calls around the clock. These specialists are usually working overtime, either late at night or early in the morning, as the callers often prefer to specify outside of regular business hours.

Order Taking

Order taking, also known as inside sales, is another essential service process. Customers can easily call competitors, especially if they have similar products. Each customer has a preference list, and being on top of this list can significantly increase market share. Companies that can provide more effective order taking can often double or triple their market share within a year.

When taking an order, it's crucial to gather key information such as price and availability. If the order taker cannot quote the price or if the required item is not available, the customer will likely call the next business on their preference list. Efficient order taking ensures customer satisfaction and retains their business.

Technical Support

Technical support is vital for equipment manufacturers and suppliers. Many customers require immediate solutions, often outside normal business hours. Some manufacturers assign a dedicated person to each customer to address their issues. This person either provides a solution or schedules a field service technician to investigate and resolve the problem.

Technical support is crucial, especially when a manufacturing line is down. The urgency and impact on the customer's operations make timely and effective support essential. Ensuring that customers can resolve issues quickly can prevent significant financial losses.

Aftermarket Support

Aftermarket support is essential for equipment manufacturers. Over the life of the equipment, customers may need parts and service. These manufacturers typically provide a recommended list of spare parts and components, but the high cost might make it unaffordable for customers to purchase all of them. Therefore, many turn to local machine shops to either make or repair parts, competing with the manufacturer's aftermarket parts.

Commissioning and Training

Commissioning and training are critical steps in ensuring the proper installation of equipment and its subsequent operation. This process can take anywhere from a day to several weeks, depending on the equipment. Manufacturers typically use field service technicians, salespeople, or a combination of both to perform these tasks. These services are usually scheduled well in advance to allow for thorough preparation.

Conclusion

Service processes are a vital aspect of any successful business, regardless of the sector. Proper management of these processes, including pre-sale specification, order taking, technical support, aftermarket support, and commissioning and training, ensures customer satisfaction and operational efficiency. For manufacturers, these processes are the backbone of their customer relationships and can significantly impact market share and profitability.

Keywords

Service Operations, Customer Service, Technical Support, Pre-Sale Specification, Order Taking