A PRSENTATION ONA PRSENTATION ONRESL SERVICE DEPARTMENTRESL SERVICE DEPARTMENT

May 2013

“Bismillahir Rahmanir Rahim”In the name of Allah, the Beneficent, the Merciful

Presentation Topics:           

RESL Functions RESL Service Organogram General Activities of Service Department Photographs of different sites Regional Office Special features Our Signage Achievements

Service Organagram

General Activities of Service Department

Service department has direct the following responsibility:

To ensure all types of work after sales support to external customer as well as internal .Proper coordinating between inter cross functional departments of RESL. For Convenience & prompt support, the service department is segmented in different section.

•Installation & Commissioning•Regular Maintenance Services•Emergency Maintenance Services•Project Coordination (Telecom & Bank)•Regional coordination•Warranty Management•Annual Maintenance Contract

Installation & Commissioning

An assigned coordinator after being confirmed a sales is perform the following

activities:

Estimating and submitting the required material list properly. To arrange a schedule date of installation and commissioning

of Generator through mutual discussion with Client. Collect the handover sheet/ commissioning sheet from customer

after successful commissioning.

Coordinator will also instruct the operational procedure to customer.

Regular Maintenance Service

After the generator is handed over to customer by installation , an assigned

coordinator with a team looks after Regular Maintenance Service. Regular

Maintenance Service perform the following tasks at the time of servicing:

Maintain a through check up of the Generator. Clean it and change the filter as well as lube oil. Inform coordinator for further any complexity.

Emergency Maintenance Service

A special team is dedicated to attend any emergency call within shortest

possible time to ensure Emergency Maintenance.

Main activities of Emergency Maintenance Service Team:

Attend the site with lowest possible time. Identify problem with proper diagnosis. Inform coordinator for any query(Customer). Carry out through check up the Gen set .

Project Coordination

For different types of project, specially for Telecom Project and different financial

institutions where bulk quantity of Gen sets get ordered, project coordinator is

assigned. Main activities of project coordinator are as below:

On time installation & commissioning as per customer requirement .

Handover the generator set on time. Prompt response time at the site after receiving any call. Troubleshooting and technical backup to the client. Correspondence with the external & internal customer

properly.

Regional Coordination

For prompt service support in different regions supervisors are

appointed. And regional coordinator will act as a link between the

regions & HQ. He will ensure on time response , trouble shooting & will

provide technical assistance to our valued customer.

Warranty Management

Main activities of warranty management team is:

Check warranty claim form with proper document. Claim warranty to the principle in proper format. Tracking and monitoring warranty claim properly. Provide warranty support to RESL’s customer as per warranty

Policy.

Spare parts management

We also maintain a regular stock of spare parts to provide prompt support for our existing generator as well as other generator sets in our country.

Workshop Activities

We already have established an excellent overhauling workshop with

the full modern tools and machines.

Objective: To full filled customer requirement timely.

Activates in our workshop are as follows:

Repairing all small parts like turbo charger, charging alternator within shortest possible time to satisfy customer needs.

Maintain proper tracking of gen set of different customer. Inspect and testing the gen set before handling to customer. Finally, we overhauled few gen set with high performance at

our workshop.

We provide annual maintenance contract for uninterrupted power failure of our existing gen set in half yearly and yearly basis. We are planning to expand our service in doing AMC with other gen set also.

Activities of AMC coordinator:

Properly communicating with the customer.Maintain routine schedule service for warranty as well as AMC visit.Issuing new letter to the customer for Annual maintenance contract.Collecting payment in advance from customer.

Annual Maintenance Contract (AMC)

Photographs of different Sites

Warid sites- Ericssion Project

At the time of Commissioning at Banglalink sites

BSTI certified fuel tank

GrameenPhone sites

Photographs of different sitesSynchronizing Panel At the time of

schedule servicing

Filters have been changed

Foreign ATS of Banglalink sites

Overhaul of GrameenPhone genset

AchievementsSatisfaction Level of Customer Service (By CRE)

data from July’2010 to March’2013.

Achievements

• Individual users were more satisfied than corporate & project users. A large number of respondents were indifferent about their satisfaction; they opted for neither satisfied or dissatisfied option to rate RESL.

Special Features

Service Department is successfully continuing Annual Maintenance Contract (AMC) with Grameen Phone and contract on process with Banglalink, Erricson as well as AMC continuing with corporate Clint and individual customers.

Service department planning to twenty four hour service to our customer which may be effective from 15th march 2011.

Service department also planning to Emergency maintenance work as well as Schedule service to all branded generator.

Service department also planning to overhaul the gen set without depending on vendor which may be effective very soon.

Service department also planning to purchase genuine filters and others which actually added our value between our customer.

Signage

Thank for the patient.