Company Name
Division or Address
Division or Address
Servicing
Doc. No.
Date: 6/28/2016
Rev. No.
Page 1 of x
ISO Procedure
Servicing
Approved:
__________________________________________________
Name
title
Approved:
___________________________________________________
Name
title
Approved:
__________________________________________________
Name
title
Approved:
__________________________________________________
Name
title
Approved:
__________________________________________________
Name
title
Change Record
Rev
Date
A
Responsible
Person
Description of Change
Name
Initial Release
Distribution List
(list the departments that receive controlled copies)
Controlled Copy, Do Not Duplicate
For Internal Use Only
Company Name
Division or Address
Division or Address
1.
2.
Servicing
Doc. No.
Date: 6/28/2016
Rev. No.
Page 2 of x
Purpose
•
To control the quality of service provided by the technical service
representatives and field technicians.
•
To control the service and re-manufacturing of returned devices.
•
To control the sale and service of maintenance agreements.
•
To control the disposition of material returned to <COMPANY>
customers and dealers.
•
To document material movement and disposition through the return
process.
Scope
This procedure applies to service provided by field service technicians, service
representatives, and service provided through customer service calls for the
domestic and international market.
This procedure covers return authorizations for <name of product>.
3.
Responsibilities
<Job title> ensures calibration of test and measuring equipment.
<Job title> services product and completes reports of their activity.
<Job title> issues and updates technical service manuals for products
manufactured and sold by <company>.
<Job title> trains service employees and qualifies third part service organizations
to perform repairs.
<Job title> documents the receipt of goods into the repair department, assigns a
preliminary disposition to returned material and services units, subassemblies,
and accessories dispositioned to repair.
<Job title> maintains warranty and extended warranty records.
Controlled Copy, Do Not Duplicate
For Internal Use Only
Company Name
Division or Address
Division or Address
4.
Servicing
Doc. No.
Date: 6/28/2016
Rev. No.
Page 3 of x
Procedure
4.1
Specification
The <type of warranty/contract> stipulates the product maintenance.
Customers may purchase extended warranties and maintenance
agreements.
<Job title/department> generates the agreement with the customer. The
maintenance agreement is filed <location> and specifies:
4.2
•
<item>
•
<item>
•
<item>
Manuals and Written Procedures
<Name of documentation>, under document control, describes <items>
and is used by <job title> in the servicing of product.
4.3
Training
Customer support representatives receive training to <activity>. <Job
title> maintains training records in <location> for <length of time>.
Service technicians employed by <company> are trained as follows:
•
<training>
•
<training>
•
<training>
The technician is qualified to <activity>. At the time of training the
technician receives <items>. Additional training is provided with new
product introduction. <Job title> maintains training records in <location>
for <length of time>.
4.4
Tools
Tools and equipment used to service product in the field are appropriate
for the task and pass the same calibration standards as tools used in the
manufacturing facility.
Controlled Copy, Do Not Duplicate
For Internal Use Only
Company Name
Division or Address
Division or Address
Servicing
Doc. No.
Date: 6/28/2016
Rev. No.
Page 4 of x
<Job title> verifies the calibration of tools. Calibration stickers identify
the calibration date and identification. Records of tools are kept on file
and stored <location>.
4.5
Dissemination
<Job title> handles incoming customer calls and assigns the call for
service. A log of the call is maintained in the <name of log> and includes
<information>.
<Job title> communicates through telephone or fax to attempt to solve the
problem. <Job title> maintains a record of the customer call indicating
<information>.
If the product or part is under warranty, <activity> occurs.
If the product or part is not under warranty, <activity> occurs.
The usual timeframe for service is <length of time>.
4.6
Records
<Job title> documents the service activity on <name of report> and
includes <items>. The completed <name of report> is stored <location>
for <length of time>. <Job title> approves the report. Other service
records, such as <documents>, are stored with the report.
Service performed by factory representatives is documented on <name of
report> and includes <items>.
4.7
Followup
Upon completion of a repair, <type of contact> is made with the customer
to determine satisfaction.
The customer provides comments on the service report, if applicable.
<Job title> reviews customer complaints and contacts the customer as
follows <contact>.
4.8
Product Verification
<Job title> keeps statistical analysis on failure data. <Job title> reviews
the failure data.
Performance of the product is monitored throughout its life cycle as
follows:
Controlled Copy, Do Not Duplicate
For Internal Use Only
Company Name
Division or Address
Division or Address
4.10
Servicing
Doc. No.
Date: 6/28/2016
•
<review activity>
•
<review activity>
•
<review activity>
Rev. No.
Page 5 of x
Credits
Where applicable, <job title> issues a credit for:
5.
•
<event>
•
<event>
•
<event>
Related Documentation
<Telephone Call Log>
<Scheduling Log>
<Service Report
<Service Records>
<Material Inspection and Receiving Report>
<Service Critique card>
<Returned Goods Evaluation form>
<Service Manuals>
Contract Review
Document and Data Control
Process Control
Inspection, Measuring, and Test Equipment
Control of Nonconforming Product
Training
Statistical Techniques
<list work instructions>
Controlled Copy, Do Not Duplicate
For Internal Use Only