Service Management System
DDDService Management System Diagram
 Definitions:
- CAP = Corrective Action Plan
- CapEx = Capital Expenditure
- Cert = Certification
- CIP = Continuous Improvement Project
- FOI = Failed On Install
- HMIS = Hazardous Material Inventory Statement
- HMMP = Hazardous Material Management Plan
- HR = Human Resources
- KPI = Key Performance Indicator
- MSDS = Material Safety Data Sheet
- NDA = Non-Disclosure Agreement
- OTD = On Time Delivery
- PAF = Payroll Action Form
- PO = Purchase Order
- QMS = Quality Management System
- RFQ = Request For Quote
- WI = Work Instruction
SERVICE-MANAGEMENT-SYSTEM.COM shares Procedures, Forms, Tools, & Concepts (a service management system ) that will help you improve the quality & performance of your maintenance organization.
We've been managing service in high tech, capital equipment industries for over 20 years so everything is based on what works in the real world.
The procedures, work instructions, & forms are written in a practical, straight-forward, & integrated manner so you could easily implement the entire system in a few weeks (pretty much plug & play). They're also aligned with ISO 9001:2000 so you could obtain certification shortly after you're up and running.
Safety
Rather than simply providing an out-of-context Safety chapter / document, safety information is woven throughout the fabric of the quality documents.
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Controlling Documents, The Backbone of Quality
Controlling documents is key to controlling the quality of your service organization.
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Controlling Records, Documents Generated During Service
Controlling records is key to organizing information generated while your service is performed.
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Managing Human Resources, Vital to a Service Company
Managing Human Resources involves critical elements such as training, safety, objectives, individual performance, and growth.
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Managing Infrastructure and Work Environment
Managing Infrastructure and Work Environment Resources involves critical elements such as scheduled maintenance, safety, permits, evacuation, hazardous materials, cleanrooms, & business continuity.
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Maintenance Engineering, Planning and Revising Services
Planning and Revising Services ( maintenance engineering ) regards methodically specifying a maintenance service to meet the customer's needs.
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Marketing Services, A Critical Art
Marketing Services can be methodically broken down to basic steps but is very much an highly intuitive artform.
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Selling Services, Sales Sells The First One
Selling Services should be approached in a methodical manner.
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Purchasing Procedure, For Items Required to Provide Services
Purchasing Procedure is a disciplined & prudent method of spending money for Capex, travel, hiring, contracting, supplies, hazardous materials.
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Service Execution Management, Providing Services
Providing Services ( service execution management ) involves following documentation, calibrating equipment, and keeping track of work done and customer property.
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Measuring Service Quality
Measuring Service Quality helps close the loop to ensure the QMS, processes, & services are performing well and providing customer satisfaction.
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Controlling Nonconforming Product
Controlling Nonconforming Product (or FOI's) is basically a final stage filter to stop bad output before its too late (or at least from happening again).
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Analyzing Quality Data, Looking Under the Rug
Analyzing Quality Data to discover issues and bring them out into the open so they can be addressed.
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Service Quality Improvement, Continually Improving (Correcting & Preventing)
Continually Improving ( service quality improvement ) is about closing the loop by taking action to correct issues & prevent them from reoccurring.
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