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The
after-sales service arm of FELEC provides a
comprehensive array of flexible, innovative
service solutions and possesses vast experience
supporting ICT products. our service teams
join initial discussions with customers' product
development teams to plan long-term after-sales
service programs. Thus, at product launch time,
customers confidently enter the market knowing
their valuable brand image will be maintained in
the marketplace through efficiently managed
product support programs.
Each
product has different service needs and the
needs may differ per market. FELEC works
closely with customers and customers' other
existing service partners to develop the optimum
after-sales service program for each product.
our may lead the service function or play a
supporting role, depending on customer's
existing service plans in each market. The
various Service business models are developed to
meet specific product and market requirements,
while providing the efficient linking points to
other related service providers in the service
chain.
Advanced, yet extremely
practical, IT solutions allow FELEC to manage
every aspect of the service chain in real-time
on a global basis and link closely with related
outside parties. Service teams link directly
into customers' and other service providers' ERP
and SCM systems providing the most efficient
exchange of information. Interfacing
collaboration allows for maximum efficiency in
dealing with complex reverse
logistics.
|
| Product life cycle
planning |
| · Commodity substitution
programs |
| · Spare parts buffer
planning |
| · Substitution parts
qualification |
| · Components last buy
management |
| · Warehouse and
fulfillment |
| · Parts
recycling |
|
| Repair
capability |
| · Upgrades, testing, inspection
services |
| · System repair |
| · System advance exchange |
| · System
refurbishment |
| · Component RMA |
| · Component repair, refurbishment,
rework |
| · Component original vendor
warranty
redemption |
|
| Service business
models |
| · Hub-to-hub FRU (field
replaceable unit) swap service |
| · Hub to ASP/TPM (third party
management) FRU swap service |
| · CRU (customer replaceable unit)
service |
| · Hub-to-hub system (batch swap
service) |
| · Depot A to A service (original
repair, swap, mail-in/carry-in) |
| · Outsourced Service (for
non-FELEC made products) |
|
| Document/Training
support |
| · Service manuals |
| · Customer service engineering
repair training materials |
| · Channel repair training
materials |
|
| Program
planning |
FELEC after-sales service
programs cover various levels of the service
process chain. These programs are offered to our
OEM customers, as well as to outside customers
wishing FELEC to support non-FELEC produced
products. FELEC's flexibility and experience
allows us to either fit into our customers'
existing service process chain to provide
support where needed or take control and manage
various layers of the chain.
For OEM customers, we work closely
with customer's product development teams to
understand and suggest a future service repair
program. The overall goal is to create the
strongest service program possible which can be
supported adequately at product launch time,
during product warranty periods and even beyond
warranty periods. For non-OEM customers, FELEC
can diagnose and repair faulty products that it
did not originally produce, providing needed
emergency support or standard long-term service
planning and coverage.
Programs are customized
to fit specific products and markets. FELEC's
programs include full repair capability, reverse
logistics, warehouse management, documentation
support, training materials, and EDI linkage
with comprehensive IT solutions. Program
business model coverage includes FRU and CRU
services, hub management and depot repair
services.FELEC's engineering teams also
manage the special requests, such as specific
testing and repair processes, identified by
customers as necessary to meet their changing
requirements. |
| Customer
support |
Top-level objectives for customer
support include improving product service repair
turnaround times, maintaining short- to
long-term spare parts planning systems, and
creating efficient and easily managed
information databases at all levels of the
service chain. Technology, experience and a
practical approach are used to meet these
objectives. Customers benefit by lowering their
overall involvement, and thus cost, in the
service cycle of activities.
FELEC meets service objectives
with integrated IT systems created to support
personnel worldwide, as well as other FELEC
departments involved at various stages of the
service supply chain. Extensive information
databases are linked to all RMA service centers,
RTV operations, warehouses, and repair centers,
as well as all related logistics teams. Repair
orders, current repair status, end-user
information, and testing results are parts of
the integrated and comprehensive repair control
flow available for daily review or periodic
summary analysis.
Customers have access to FELEC's service IT systems through customized
service support web pages. Meanwhile, FELEC's
service teams can provide the necessary EDI
links to customers' call centers, as well as
their existing ASPs, in order to exchange the
daily data necessary for prompt, efficient and
cost effective repair operations. Transparent,
detailed information is tailored to fit into the
service management processes of all of the
repair related parties at all levels. This not
only allows our customers to audit the
performance of FELEC and local ASPs, but also
provides the necessary data for customers to
fine-tune their own service-related
operations. |
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