AFTER SALES SERVICE & WAREHOUSE

BYANURAG SHARMADEBSOUMO DAS

RITESH GARG

ABOUT ASC UIL provides after sales services for

its products to the customers through Authorised Service Centers. In Delhi, there are 4 ASC:

Mahadev Electricals(exclusive) - South

Arvind Enterprise(exclusive) – North ST Services - West Global Power link – East

SERVICE OF OTHER PRODUCTS Water coolers and dispensers – Cecon

Engineering Cooktops, hoods and hobs – Exclusive

person at DSO for all india. Sewing machines – Authorized dealers

or company showroom (from where the m/c is bought)

IGM – Exclusive person @ DSO Memory craft – Exclusive engineer @

DSO

ORGANISATION STRUCTURE

General manager to look after after-sales service.

5 Regional managers (2 for north) Service incharge Owner of ASC

WORK FLOW For a defect in the product the customer

approaches the dealer or ASC. The dealer rectifies the defect(if possible

- availability of mechanic) if the product is within warranty period. The rest products are sent to ASC.

ASC receives the product from the dealer or the customer and a job slip(field or in house) is created for the technician.

If the product is within warranty and repairable, the technician repairs it.

WORK FLOW (contd.) If the product is non-repairable and

within warranty, then the technician checks whether the product is under replacement policy or not.

If the product is under replacement policy, he pastes a sticker with details of product and defects and the product is replaced from either dealer or company warehouse.

If the product is not under replacement policy, then the technician rectifies the defect by replacing the defective part.

For products out of warranty period, the customer is charged for the service, whether its replacement of parts or servicing.

ASC MANAGEMENT

UIL pays ASC on monthly basis. The spare parts procured by ASC are taken on advance basis.

SIC at DSO ensures the working of ASC. All calls must be attended to within 3 days.

POINTS OF DISCUSSION

Replacement of out of warrantee items

Importance of warrantee card and bill

Introduction of customer care center

SUGGESTIONS

Regular upgradation of tools & equipments at ASC

Provision of mechanic to check authenticity of replacement products

Provision of replacement of defective products from the ASC

ABOUT WAREHOUSE

The warehouse located in Mathura Road covers entire Delhi Geography along with Alipur warehouse

It also handles the replacement of th same region

ORGANISATION STRUCTURE

Staff at ware house: 3 officers 1 non-officer 2 labours No mechanic in either of two i.e.

warehouse and location office. So goods received for replacement with sticker were not checked. Only a summary sheet was prepared

PROCESSESSWare house is involved in 3 types of

processes Inbound Outbound MiscellaneousSap is divided in 3 modules namely:- SD module (Sales and distribution module)

managed by SD id MM module (Material management) managed

by GIC id. Finance and accounts managed by CI id

INBOUND Purchase Consignment pick up Defective received from customer Fresh received against defective from

vendor Stock received due to location to location

transfer Defective received from showroom Sales return

INBOUND (contd.) Various documents required for Inbound

are:- Purchase order Party sale bill which can be any one of following:-

Vendor sale bill Factory excise bill Location transfer chalan

Relevant sales tax paper as applicable on state to state basis

Receipt of transporter (Billty) MTR RR

INBOUND (contd.)The condition of material is checked physically

and then counted & matched with the quantity on bill. In case material received is less than the bill count the

If freight payment is done by factory then Short PGR is done else

If freight payment is done by UIL then full PGR is done and difference of amount is debited to vendor

Note: PGR is Post goods receipt While if material received is in excess than the

bill count then HO issues a purchase order

OUTBOUND

Sales to customer Consignment Replacement given to customer Defective return from vendor Stock transfer from location to

location Stock transfer to showroom Purchase return

MISCALLANEOUS

Zoning Stacking Stocking Replacement management Stuffing Kitting & de-kitting

SECONDARY TRANSPORTATION

Local Delivery Route planning Outstation delivery Specimen signature

PHYSICAL COUNT At end of every quarter manual auditing is

done, H.O appoints two external officers for 1st

and 3rd quarter audit while DSO appoints officers for the auditing purpose for 2nd and 4th quarters

Auditors from Bank of Baroda (to which all the stock is hypothecated) can also audit the stock along with company auditors.

POINTS OF DISCUSSION

FIFO Wastage of pre-installed

featues(ramp trolley and lift) Replacements handling Mechanic availability

SUGGESTIONS Strict implementation of FIFO with

constant vigil Change in ware house layout in

consultation with SCM Stacking should be done Provision of mechanic to check

incoming products Proper provisions for re-packing

THANKYOU