1. The Field Service Division of
By-
Praveen Sidola

3. 1- Process Flow Chart for a service call
• Incoming service call reave at NSC
• Customer care tries to fix it then & there
• If not - call routed to DMI regional dispatch
centre, same inform to customer
• Dispatch centre identify the right technician &
assign the call
• Technician called to customer and fixed
appointment
• Service technician resolve the problem
• Inform to dispatcher for complication of call

4. 1.1Process Flow Chart for a service call
• Involvement of the regional office is non
value added,
• The right technician can identified by the call
center itself, for which
• The location or area should be defined to
individual technician & the call center should
have same information,
• Simultaneously or in case of escalation the
regional office should come in picture

5. 1.2 Process Flow Chart for a service call
• Inform to dispatcher for complication of call
is also non value added
• After resolving the issue, technician should
directly call to customer care in front of
customer & customer feedback, acknowledge
should be an essential parameter
• Simultaneously technician should call to
regional office also

6. 2.1 Process Reengineering
• To make the process more effective
• The regional office can share same
information regarding their area with call
center database, either call lock or resolve

7. 2.2- Process Reengineering
• After Identify the right technician,
SMS or call can directly send to them, in
which all specific detail should mentioned

8. 2.3- Process Reengineering
• Most of the manger are engineer—
Yet
engineer are good in Functional are and also have
significant knowledge
But
They face difficulty in CROSS FUNCTIONAL activity
So
DMI should hire some OPERATION Manager to
make the process effective

9. 2.4- Process Reengineering
• DMI should establish a “TECHNICAL CALL
CENTER” to assist the technician,
This call center should have “High skilled
Engineer” they will support the technician in
case of any technical glitch.

10. 2.5- Process Reengineering
• Levels in Call center-
There should be 3 different level in customer
care center
As per the requirement and call difficulty it
should move towards Upper Levels, if it
unresolved then handover to “technical
department” in which Technical Call center &
field technician included

11. 3- Regional Dispatch center
• If dispatcher is only working for , Call
Assigning” there should no need of dispatcher
Call center can directly assign the call to right
Technician
• Regional center can more appropriate use for
Spare part Management, Technical Assistance,
Manpower planning etc

12. 4- DMI Service Guarantee
• Service Guarantee not seems good
There are significant problem related with
Process
Improvement
DMI can improve it by empowering the
technician, give them independency
in comparison to controling them

13. 5- Measurement of field service Performance
• SLA (Service Level Agreement)
How many calls resolved with in defined SLA
Total number of calls
• Type of Area, Number of customer, Type of
customer etc. should also be part of evaluation
• Number of escalation, customer feedback
• Number of repeat call with in specific time period
(Days, week, Months)
• Job responsibility, commitment etc. Intangible
thing should also be a part of evaluation