Managing the Quality of After-Sales Service Processes

Steps for Quality After-Sales Process Management

To manage the quality of these processes effectively, the following steps must be performed:

1. Plan

• Determine the requirements of each post-sales service and design mechanisms to identify the need for each service.
• Design the procedure for each service.
• Design records and documents to be used in each service.

2. Implement

Implementation involves executing the previous planning, which entails:

• Train personnel for the development of the service.
• Acquire the resources necessary for the provision of each service.
• Establish mechanisms for the receipt of service needs.

3. Control

Control must be carried out on both the after-sales service process and the result of this service.

4. Process Improvement

The after-sales service process requires specific inputs coming from other processes of the organization or the external environment. These inputs are categorized as follows:

Inputs from the Environment

Elements of the company's environment that become part of the process, either directly or indirectly:

• The needs and expectations of customers.
• Location and strategies of the competition.

Inputs from Other Organizational Processes

Elements that are the result of internal organizational processes or activities:

• Strategic Quality Planning: Product or service sold.
• Nature and extent of the products or services, including instructions for use.
• Process behavior in previous periods, including inputs and resources utilized.

Outputs of the After-Sales Service Process

All processes generate inputs and outputs. The outputs directed to the environment include:

1. Goods unfit for consumption.
2. Users trained and prepared for consumption of the good.
3. Solution to complaints and disagreements.
4. Information for the control of processes.
5. Evaluation of products or processes.
6. Opportunities for improvement.

Key Activities in Post-Sale Service

These activities can be classified into two main sections:

Product Technical Services

Various activities carried out in order to realize, maintain, or restore the product. These include:

• Facilities
• Maintenancen
• Repairs

Client Services

Services provided to the customer so they can make more effective use of the products. These include the following activities:

• Training for Use: A system is established where the company understands how the customer uses the product, providing orientation and training to ensure effective use and maximum benefit.
• Handling Complaints: Addressing customer issues and disagreements.
• Service Evaluation Criteria: Key factors used in evaluating service effectiveness often include:
  1. Features Rating
  2. Product Importance
  3. Time when the failure occurs
  4. Unit Price