revision date st june, 2002 sop 6 maintenance operations ...intranet.edaran.com/edaranportal/sop/sop...

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STANDARD OPERATING PROCEDURE

Index

Edaran Digital Systems Berhad Policies and Procedures Manual Version

1.0

Revision Date 1st June, 2002

SOP 6 Maintenance Operations

Page No. of 5

Section Procedures Document Process Owner

6.1.0 SCOPE

These written procedures set out the policies & procedures for Maintenance Operation in the Customer Engineering Department.

6.2.0 OBJECTIVE

The objectives of these instructions are:-

6.2.1 To ensure that Maintenance Operation is performed effectively and efficiently at all times.

6.2.2 To ensure a constant high quality of the Maintenance Engineering Service provided to Customers.

6.2.3 To ensure that proper internal control and project control are in place for the Maintenance Operations process.

6.3.0 ABBREVIATIONS

6.3.1 The abbreviations for documents referred to in these instructions herein are as follows:

Work Order Number WOCE Form (Maintenance Report) CEF

6.3.2 The abbreviations for Job Titles referred to in these instructions herein are as follows:

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SOP 6 Maintenance Operations Page No. of 5


Abbreviation Title in FullHO Helpdesk OperatorME Maintenance EngineerMS Maintenance SupervisorAP Accounts Personnel

6.4.0 Process Flow

Refer flowchart

6.5.0 Policies

6.5.1 Only authorised personnel should be stationed at the Helpdesk.

6.5.2 The Helpdesk must always be manned during office hours.

6.5.3 The MS must monitor Helpdesk calls on a sample basis to ensure a high level of customer service.

6.5.4 HO must be properly trained to ensure high level of customer service and to have the knowledge to troubleshoot the hardware.

6.5.5 The Maintenance Operations Manager is ultimately responsible for the Efficiency and the Effectiveness of the Helpdesk Application.

6.5.6 All ME must check their Job Schedules daily.

6.5.7 The Helpdesk Application must only give READ-only access to the ME, and READ-WRITE access to the MS.

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6.5.8 The Helpdesk Application must be checked at least once a year to ensure that the application works correctly and the processes produce accurate results.

6.5.9 The CE Form must have the following information: • Time of Arrival and Departure • Problems faced by the Customers • Approaches taken to Resolve the problem • Status of Job • Invoice by • Inventory item

6.5.10 All Closed WO and CEF must be signed off by client to acknowledge job completion.

6.5.11 All Closed WO and CEF (including cancellations) must be filed in a sequential order to ensure the Completeness of all WO / CEF issued.

6.5.12 Maintenance work for Hardware that is not covered under any Agreement / Service Level Agreement (SLA) must be separately billed to the Customer.

6.6.0 PROCEDURE

6.6.1 Maintenance Operations

6.6.1.1 When the Customers encounter problems with their hardware and software, they shall call EDARAN’s helpdesk for assistance.

6.6.1.2 The HO shall then check if the hardware concerned is covered under EDARAN’s Warranty / SLA by checking to the Helpdesk Application.

HO

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If the hardware is covered under Warranty / SLA, the work shall not be Invoiced. Otherwise, the HO shall arrange for Invoicing after the work is done (please refer 6.6.1.16 below). HO will record the complaint in the log book and assign the Complaint Reference Number

6.6.1.3 The HO shall then key-in a description of the problem in the Helpdesk Application.

HO

6.6.1.4 Whenever possible, the HO shall try to troubleshoot the hardware problem with the Customer over the phone.

6.6.1.5 A Work Order No (WO) is then system generated in the Helpdesk Application.

6.6.1.6 The MS shall then assign the WO to an unassigned ME.

WO MS

6.6.1.7 Upon knowing the WO allocated based on the job scheduling, the ME shall prepare a sequentially pre-numbered CEF.

WO, CEF ME

6.6.1.8 The ME shall also request for Spare Equipment from the Stores, to be loaned to the Customer in the event that the hardware cannot be fixed on the spot. (please refer to 7.6.6)

6.6.1.9 The assigned ME shall then go on to the field to resolve the customer’s complaints.

CEF ME

6.6.1.10 If the problem is fixed, the Customers shall sign the CEF.

6.6.1.11 The ME shall update the HO and MS about the status of the work at the end of the day. There are 4 status of the WO: • Open (Job Unassigned) • Ready (Job Assigned but not Completed) • Complete (Problem is currently being fixed)

WO, CEF HO

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• Closed (Problem fixed) As long as the WO is not Closed, the WO shall remain in the Helpdesk Application as an outstanding job. The ME shall continue to follow up with the job and work on it to completion.

6.6.1.12 The HO shall generate a daily report for the MS, to inform the MS on the Status of Current Jobs, and Completed Jobs for the day.

Daily Report HO

6.6.1.13 The MS shall then check the Daily Report against the CEF for the Customer’s signature, and assess the reasonableness of time taken to perform the job.

WO, CEF MS

6.6.1.14 In the event of any discrepancy, the MS shall instruct the HO to re-key in the status of the WO into the Helpdesk Application.

WO MS

6.6.1.15 Closed WO and CEF are given to the HO to be filed in a sequential order. This is to ensure the Completeness of all WO / CEF issued.

WO, CEF MS

6.6.1.16 The HO shall make copies of the documents and send all original copies of the Customer’s WO / CEF (for work orders WITHOUT Warranties / SLA only) to the AP for Invoicing (Please refer to SOP 8 - Customer Billings).

WO, CEF HO

6.7.0 APPENDICES

SOP6 Maintenance Operation Process Flow -

(Preventive Maintenance)

Authorised Customer : t Maintenance f

Helpdesk Maintenance : Supervisor (MS) f Engineers (ME) : Operator (HO) :

Customer Field Visit

: r-- - -I- -A'----- - + -b I 1

. - -

Helpdesk application 1 will update supervisor

. a

Generate

Application

Preventive Maintenance

Schedule i

v

tools (if Request for PM

necessary) *

Not Rcuopk j 1

v

Check WO everyday

- ' -

:

: A work order(W0) is then

1 I

Supervisor sends letterto

Customer

system generated by j : Helpdesk application, :

engineers

: f :

Aa* i c: I :

j .

:

Assign CGstomer coinplaint number

in Helpdesk Application

: - j

: +

Assign WO to maintenance

: -

SOP6 Maintenance Operation Process Flow (Corrective Maintenance, Contractual) - Page 1

- - - -

1 Authorised Customer I : Helpdesk

: Operator (HO)

: Maintenance : Main'--- : Supen/iscr i ~ s \ E n a i n t ~ ~ ~ 1

Check WO everyday

Customer

I

Check the Contractual :

status of hardware

0

b Complaint 7

Assign WO to : maintenance

Fill CEF in engineers Helpdesk

, : I 4

:

0

: of problem

I : A workorder(W0)

I : is then system : L I . I , I , I : generated by ' Request for spare : - - 1

I , Helpdesk parts (if 4

I . I 0

, application necessary) I - - - - - - I I

I I I . I

- - - - - - ' - I : r 1 - - - - - : Customer : - - ,----J-----

Satisfied , k - - -Solved- 4 4 Field Visit I ! I I : I I :

I L - - - , I i

- -Solved- - -

C

: process for payment I

v : Send WOICEF of ;

: Contract. ' customers wi!hout ' Refer Billings

1 warranties to j ( accounts dept. 1 ,

I

0 I ,

Key-in description -

SOP6 Maintenance Operation Process Flow (Corrective Maintenance, Contractual) - Page 2

Panel Supplier I : AuthOrised i Maintenance i Maintenance i Vendor

Customer : Helpdesk : Supervisor (MS) i Engineers (ME) Logistic Approving : Operator (HO) ; : Personnel (LP) Authority

SOP6 kjlainte-nance Operation Process Flow (Corrective Maintenance, Non-Contractual1 On-call) - Page 1

: Authorised : Maintenance Customer Helpdesk : Maintenance

Operator (HO) i Supervisor (MS) Engineers (ME) : I

Contractual status Complaint decides to Check WO

of hardware undertake work everyday -1; I ;

Customer Fill CE Form accepts and (CEF) in

signs an Helpdesk I ~gr iernent 1 \ I , / 4 Application w~th EDARAN

Assign wo to maintenance + 1 . , j , I engineers I ; t

order(W0) is

Customer ; Satisfied : application

4 I unsolved

I v

supervisor 4 Daily

will update Key-in WO status

Customer 1 ---- 4 into Helpdesk

Satisfied Application

Files

~nginekring Dept. submit PO, QBA, CE Form, DO to Finance and Accountipg Dept request.full documentation to :

: I Send WOI CEF 1 :

process.for payment

A : , Npn-Contractual : of customers : : accountsdept for :

billing.

SOP6 Maintenance Operation Process Flow (Corrective Maintenance, Non-Contractual1 On-Call) - Page 2

: Authorised Panel Supplier I Customer : Helpdesk : Maintenance ; Maintenance Vendor

: operator (HO) :Supervisor (MS) : Engineers (ME) : Logistic Approving : Personnel (LP)

Refer to Procurement

(SOP1)

?

Yes : I Check availability I : I of sparepart with I : I logistic I

must be

by CEF

. _ _ _ _ I

b I ' ' .

v v Check the Supplier to

-

Send to workshop for

repairs

: , I _ _ _ _ _ _ _ _ I Yes

Prepares and issue PRF supported by :

Q&A or maintenance . I

: 1

repairedl replaced items

deliver replacedl

report : procured parts

C 4 I , , - - - - - - - 1

; : Acknowledge Q&A :

Deliver repaired items to customer :

: and recommend for repairs :

revision date st june, 2002 sop 6 maintenance operations ...intranet.edaran.com/edaranportal/sop/sop...

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