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Service System
Fault Response Mechanism
I. General Principles
In order to improve service quality and ensure timely service, Shandong Taikai High Voltage Switchgear Co., Ltd. has reorganized its organizational structure and established an Engineering Service Center, which includes two professional departments: the Operation and Maintenance Technology R&D Department and the Engineering Department. They are responsible for addressing abnormal quality issues and providing technical support after products are put into operation.
II. Resources Allocation
1. Personnel Allocation
1.1 The Operation and Maintenance Technology R&D Department has 16 technical staff, all of whom are key personnel transferred from various product research and development departments of the technical center. They have rich experience in product design, research and development, and engineering production, and possess the ability to handle various types of abnormal problems of products in their on-site operation. They are mainly responsible for analyzing the causes of on-site abnormal problems, formulating technical solutions, and providing on-site parts fabrication.
1.2 The Engineering Department has a total of 104 employees, including 4 accessory dispatchers and 11 personnel for accessory organization and dispatch, effectively ensuring the timely supply of service parts on site. To stay closer to customers and improve service efficiency, the Engineering Department has established service regions, with one regional project manager in each region responsible for receiving, feedback, coordination, and communication of on-site information. A total of 80 fixed service engineers are responsible for fulfilling service commitments in each region.
2. Allocation of Equipment and Instruments
The Engineering Service Center is equipped with various types of on-site repair, construction, and testing instruments, such as vacuum pumps, recovery devices, portable partial discharge detectors, partial discharge locators, SF6 gas comprehensive analyzers, leak detectors, resistance meters, series resonant withstand voltage equipment, vibration testers, infrared thermal imaging cameras, etc. There is also a dedicated equipment administrator who regularly inspects and calibrates the instruments to keep the mechanical equipment in good conditions during on-site abnormality handling processes.
3. Guaranteed Supply of Accessory
3.1 The Engineering Department has an internal spare parts warehouse. Based on on-site operating experience, the Operation and Maintenance Technology R&D Department has issued a list of commonly used spare parts for various product models, and the Engineering Department allocates them according to the list and replenishes regularly. When there is an urgent need for accessories on site, only feedback with photos of the accessories is required, and the Engineering Department can complete the parts dispatch in the shortest time. This effectively saves time and ensures on-site parts supply.
3.2 Each service region has established offices in major provincial capitals and municipalities directly under the Central Government, equipped with spare parts warehouses, mainly for configuring commonly used secondary components and consumables, further enhancing accessories supply capabilities.
3.3 Various production workshops within the company prioritize the production of on-site service accessories. When there is a demand for the replacement of on-site abnormal accessories, they will guarantee the supply of on-site accessories in a timely manner and cooperate fully with the Engineering Department in scheduling accessories.
4. System Support
To ensure the timeliness of on-site services, the company has existing management systems such as the Emergency System for On-site Service and Duty System on Holidays, and incorporates response efficiency into KPI performance assessments, providing institutional support for on-site service guarantees.
III. Emergency Response Process
Feedback from clients or construction sites can be reported to us through regional sales managers, regional service managers, and the company’s 400 hotline, all available 24/7. They will promptly receive customer service needs and provide immediate feedback. Regarding feedback on abnormalities on site, the company has established an unimpeded feedback mechanism, led by the company’s vice general manager of quality. Relevant departments respond promptly according to the emergency system, and cooperate fully in terms of personnel, technology, equipment, and accessories to eliminate on-site problems in the shortest time.
