Engineering service plan

Part 1: Engineering after-sales service plan

Zhejiang Jiuzhong Door Industry Co., Ltd. is a comprehensive large-scale well-known enterprise in the domestic door industry. It has a history of more than 10 years. At present, Jiuzhong Door Industry has two large production bases, covering a total area of ​​100,000 square meters. It has more than 1,200 skilled employees and more than 100 professional and technical personnel. It has steel safety doors, steel insulated fire doors, and steel-wood armored doors. , solid wood composite door, steel-wood interior door and enhanced ecological wooden door six product series totaling more than 200 varieties, forming a daily production capacity of 4,000 steel safety gates, steel insulated fire doors and 1000 sets of enhanced ecological interior doors, annual sales revenue More than 400 million yuan.

Jiuzhong Door Industry, specializing in the production of fire doors, security doors, steel doors, interior doors and other products! Now, Shangmen.com will pay attention to the service plan of Jiuzhong Door Industry Project with you!

1. From the installation to the delivery of the house, our company has sent professional project managers on-site to coordinate with Party A and the civil construction party to coordinate and protect the finished products in time. And on-site supervision of our company's installation personnel to ensure the quality of installation according to the specifications. The seller is responsible for the occurrence of safety liability accidents during installation and commissioning.

2. The warranty period of this product is two years. During the warranty period, the seller provides free maintenance service.

3. Zhejiang Jiuzhong Door Industry Co., Ltd. has a 24 hour round-the-clock service for all dealers' outlets. It has arrived at the scene within 2 hours after receiving the call and resumed normal use in time.

4. Exceeding the quality guarantee period The seller supplies the service according to the company's uniform spare parts price, and the expenses are paid by the user.

5. Send professional sales staff to cooperate with the property company to issue keys, and do on-site commissioning until the owner is satisfied. A sound user profile can accurately trace the whereabouts of the product and regularly return to the engineering customer.

6. Maintenance replacement parts charging standard: During the warranty period, customers enjoy free service, accessories can be replaced; if the warranty period is exceeded, only the cost is charged, and the maintenance labor cost does not exceed 10 yuan per hour.

7. The company guarantees the quality of the products. Each door has undergone strict inspection before leaving the factory. Each door has a certificate of conformity. Fireproof ID card, on-site coordination before installation, and equipped with a professional project leader to ensure the normal operation of the project.

8. Installation quality: in line with national standards.

9. About project management and project manager:

Product companies such as Jiuzhong fire doors and security doors are equipped with professional project managers for engineering projects in any area. Usually, the project manager is the legal authorized person of Jiuzhong Door Industry. From the previous project bidding, bidding, project bidding, The contract is signed until the order is placed, transported, installed on site, protected and coordinated, and coordinated, contacted by the construction unit. Transport team, installation captain, quality inspector, after-sales manager. All departments must pass the professional training of Jiuzhong Door Industry, and have had work experience and have high comprehensive quality and service awareness.

The project manager is directly under the responsibility of the Jiuzhong Door Industry Sales Center. The direct leader is the general manager of the sales company. During the operation and construction of the project, the general manager of the sales company must at least visit the site, investigate once, listen to Party A and construction. Unit opinions, the project is assessed. If Party A and the construction unit are less than 50% satisfied with the project manager, Jiuzhong Door Industry will consider replacing the project manager to ensure the quality and credibility in the cooperation process of the project. Practically organized and meticulously constructed; first-class quality, first-class progress, and first-class service.

10. About the quality of the project

Once the Jiuzhong Door Industry has the honor to win the bid, in the construction process of this project, in accordance with the management requirements and management standards of the ISO9001 quality system operation, the quality control work will be strengthened, the quality responsibility system of each functional management department and management personnel will be clarified, and the practical quality will be compiled. The plan, strict control of process control and material supplier selection, and strict control, to ensure the realization of the entire project quality objectives, to meet your company's requirements.

Engineering doors, choose the nine door industry!


Part 2: Engineering after-sales service plan

First, customer complaints and maintenance

1. The project enters the warranty period. After the customer service department receives the customer's request for repair, the customer service department must check the volume first to determine whether the customer's problem is within the warranty period. After the verification is correct, immediately fill out the maintenance feedback form and send it to the engineering department. The maintenance feedback form must fill in the name, phone number, address, content and owner's requirements of the owner of the repair.

2. The engineering department receives the maintenance task. The engineering department manager must first check the volume and make it again. You must go to the site to check the real situation. The identification is the product problem of the material supplier, the cause of the company construction or other reasons caused by the customer.

3. If it is a product supplier's product problem, notify the material supplier in time and arrange for the service personnel to come to the door at the agreed time.

4. If it is the customer's own reasons, explain clearly to the customer, and propose a assistance program to help the customer solve the problem together.

5. If it is the cause of the company's construction quality, it is necessary to determine the maintenance project and the amount of the project, check the maintenance project and the project quantity with the original contract budget book and the “Engineering Change Negotiation List” of the increase and decrease item, and take a digital camera to take evidence. After confirming the maintenance project and the amount of work, carefully and thoroughly fill out the "Maintenance Service Order", which must list the maintenance items, the amount of work, the treatment method of each maintenance item, and the cost of the materials. .

6, arrange the construction team to carry out maintenance services, must contact the customer in time within 24 hours, and carefully repair.

Second, maintenance construction team service code of conduct

1. All maintenance and construction personnel must wear uniforms made by the company without any damage when performing maintenance work.

2. The maintenance team personnel must wear this artificial card and all tools should be placed in the toolbox.

3, the maintenance team in the process of serving the customer, all the construction personnel should talk about this standard decent, since entering the community should pay attention to reflect the company's image, walk neatly.

4. After entering the corridor, do not make loud noises, knock on the door three times and stop, press the doorbell and press one stop.

5, politely answer the customer's question and take the initiative to show the certificate, in order to prove the identity, you can prove the appointment time or phone.

6. After entering the door, you should take off your shoes or use a shoe cover at the entrance.

7. After entering the household, you should first be polite to ask the customer to show the warranty. If the customer does not find it, then the completion time is the warranty start time, and the warranty deadline is calculated. If the warranty period is exceeded, the customer should be politely stated and the cost is required. service.

8. Maintenance personnel must not use or require customers to purchase repair tools or repair materials for any reason.

10. Please make the corresponding cover protection for the customer, protect the customer's floor and so on, and avoid pollution.

11. In the warranty project, if the customer's telephone, bathroom and other facilities are used, the customer's consent should be obtained in advance.

12. After the completion, the items should be restored to their original condition and placed back in place.

13. After the repair is completed, all the debris and remaining materials should be cleaned up.

14. Explain to the customer after using the precautions after repair. When you leave, you must not wander in the community.

15. It should be the same as when you came, pay attention to the departure of the company's image.


Part 3: Engineering after-sales service plan

First, the overall goal of safe production

In the aspect of safety management, our company conscientiously implements the national laws and regulations on construction safety, and implements the principle of "safety first, prevention first" and firmly establishes the idea that "safety responsibility is more important than Taishan". Take safety production to a new level. Realize "five nos".

Second, the safety production management system

1. Vertical management system: The company's production manager and safety supervision department act as the company's first-level safety production management leading organization, responsible for the formulation of management systems and inspection and supervision. A safety production leading group based on the project manager was established at the construction site. The project manager is the first responsible person for the safety production of the project. The project department sets up a construction safety team and is equipped with a full-time safety officer to uniformly grasp the implementation of various safety production management measures.

2. Horizontal management system: All functional departments of the company and branch companies participating in construction must participate in safety production management, firmly establish the idea of ​​"safety first, prevention first", conscientiously fulfill the safety production responsibility system, and ensure the construction of the project. Safety.

Third, safety production assurance measures

1. Establish and improve a safety management organization with safety management personnel;

2. Establish various safety management systems with safety production responsibility as the core;

3. Strengthen safety inspections to eliminate hidden dangers;

4. Strict supervision and inspection to eliminate hidden dangers;

5. Actively carry out pre-class safety activities, extensively carry out safety production publicity, promote advanced experience in safety production, promote construction safety management, and ensure construction safety;

6. The construction electricity should meet the requirements of “Safety Technical Specifications for Temporary Electricity Use at Construction Sites” and other requirements for electricity consumption;

7. Establish the necessary safety signs and safety protection.

Fourth, the specific requirements for safety production assurance measures

Strictly implement the "Occupational Health and Safety Management System" and the ISO18000 environmental protection system standards, and implement the "safety first, prevention-oriented" policy in the construction. The project manager and safety officer will preside over the meeting before the workers enter the site to conduct safety production and safety. Safety education such as electricity, safety fire prevention and mechanical operation, improve the safety awareness of construction workers, and enhance the safety responsibility of construction workers. Strictly implement safety measures to ensure life safety and achieve safe production goals: no major casualties.

1 Construction personnel entry requirements

Construction workers enter the site with safety helmets, overalls, and no smoking. Special workers wear safe labor insurance products and hold certificates. Other types of workers perform operations in strict accordance with the operating procedures of this type of work.

Strictly implement the pre-class meeting system. The pre-class speech must be safe and achieve a civilized project of "no violations, no hidden dangers, no accidents". The construction personnel timely issued the construction safety delivery slip for each process, and delivered the contents of the safety construction to each construction personnel clearly.

2 temporary power system requirements

The temporary power supply line is strictly three-phase five-wire system, the electric lock box meets the safety regulations, and the leakage protection device is set. The installation, maintenance and dismantling of temporary power facilities are completed by professional electricians.

3 construction machinery equipment requirements

Regular maintenance of mechanical equipment, check equipment after class, and fill in the operation record. When the mechanical and electrical equipment is repaired, it must be shut down and powered off. After the electric lock box is powered off, it must be locked, listed or guarded. The electromechanical equipment is operated with safety protection devices, and the electromechanical equipment is protected and connected to zero. It is strictly forbidden to operate the equipment with sickness, and all kinds of construction machinery personnel are required to work on the certificate.

4 on-site fire safety

The construction site is equipped with sufficient fire equipment. When using electric welding and open flame on site, special personnel shall be taken care of, and carefully cleaned after completion to leave the scene. No flammable or explosive materials such as kerosene or gasoline are allowed in the construction site and dormitory. If the construction must be stored, set up a separate warehouse to be stored by a special person and equipped with necessary fire-fighting equipment. During the construction process, the fire-fighting equipment shall not be buried, occupied, or misappropriated.

5 On-site environmental safety and measures to prevent sudden safety incidents

Emergency evacuation passages and fire exits are clearly set at the construction site for emergency safety incidents. Establish an on-site security organization to formulate a system of security, patrol, and guard. The construction site shall be provided with obvious safety signs. At night, safety signs shall be set. For pedestrians and vehicles outside the fence, special personnel shall be responsible for diverting traffic. The construction site of the project will strengthen the guards on duty, and the guards will wear the duty signs. Strengthen patrols to ensure that national finances are not lost.

6 External personnel shall not enter or remain on the construction site without the permission of the on-site construction leaders.

The safety officer will inspect the scene and the rest place of the staff for 24 hours, inspect and supervise the unsafe behavior of the person, the unsafe condition of the object, the unsafe factors of the working environment and the defects in the construction management, and find that the hidden danger is immediately rectified, and the rectification and acceptance are acceptable. Continue construction. After the large-scale arbor cultivation at the construction site is completed, support with sufficient strength to prevent the plants from tilting.

7 rain season construction safety measures

During the construction of the rainy season, special personnel shall conduct on-site inspections such as flood control, lightning protection, and anti-collapse on the construction site, and immediately stop work when the hidden dangers are discovered, and report to the competent leaders in time, and the competent leaders shall implement the rectification plan and carry out inspections.

5. After-sales service commitment

1. Calculated from the date of delivery of the project, the scope of warranty is the entire construction content of our company. During the warranty period, if there is any quality problem, we are responsible for repairing without compensation.

2. For the items that belong to the scope of the warranty, we will send the warranty within 2 days from the date of receiving the warranty notice; if an emergency repair accident occurs, we will arrive at the scene within 2 hours.

3. We promise to maintain the engineering and main materials under the non-human damage for two years after the completion of the project, and be responsible for the pruning, watering, fertilizing and other maintenance work of the plants within the scope of construction. Due to our reasons, we will replace the dead seedlings and bad seedlings according to the original design varieties and specifications.

4. We promise to guarantee 95% survival and stability in the two years under non-human damage.

5. After the maintenance period, our company still timely repairs the project and receives maintenance fees accordingly.


Part 4: Engineering after-sales service plan

-Reputation of credibility--

Reputation is the life that promotes the development of enterprises. Today's achievements also depend on the company's good corporate reputation, thus winning the trust and support of the majority of users to my business department. The company speaks with technical strength and provides complete system solutions for hundreds of users.

- Commitment to service --

“Serving our customers” is our aim. We will provide first-class services while providing first-class technology. As the system design and implementer, the company is technically responsible for the integrity, correctness and reliable operation of the entire system. The most complete engineering implementation team will complete the project construction and provide timely and thoughtful maintenance services for life.

--Technical commitment --

From project analysis and design to project construction, we will build a set of technology-advanced, mature and reliable software and hardware systems based on practical, efficient, advanced and reliable principles, fully considering future expansion and Upgrade; the application of the software system will reflect the good maintenance, adjustment and expansion of new functions, so that the user's soft and hardware investment is fully utilized and protected to enhance the vitality of the system.

Second, the trial period support

During the commissioning of the system, special personnel will be dispatched to guide the operation of the personnel on site;

Eliminate the hardware faults that occur during the commissioning of the system;

Provide a hotline to accept the user's consultation at any time;

Third, warranty service

A. Provide free maintenance to the system for one year after the system has passed the acceptance test;

B. The technical personnel will come to solve the user's hardware failure within one year;

C. After receiving the user's maintenance and repair request, our company promises 4 working hours to reverberate;

D. Establish a maintenance hotline to provide technical consulting services for users;

E. System failure caused by user's human factors during the warranty period, only the equipment fee is charged.

Fourth, out of warranty service

For the system maintenance request outside the warranty period, the company shall reasonably collect the spare parts fee and maintenance fee after negotiation between the two parties;

In the case of agreement maintenance, the commitment will be resounded within 4 working hours, and our engineers will go to the scene to solve the problem;

Set the user's requirements to provide users with statistical analysis reports of system failures for users' reference;

When the user's system upgrade and optimization requirements or the user builds a new system, priority will be given to provide suggestions and engineering implementation services for the user's system construction.


Part 5: Engineering after-sales service plan

As a project contractor, our company will strictly abide by the requirements of the tender and the contract, and provide the owner with the responsibility and obligation during the two-year warranty period from the date of final acceptance of the system. After the warranty period, taking into account the continuity of equipment maintenance, it is recommended that the owner sign a maintenance contract with our company to ensure the technical support and management support necessary for the normal operation of the system.

The service items during the warranty period or after the warranty period will include:

- Service reverberation

The service reverberation time is 2 hours.

Our company provides hotline service, and provides services within 2 hours after receiving the repair call. The general line fault is eliminated within 4 hours.

-warranty period

The system warranty period is two years;

- regular maintenance

Our company will make recommendations based on the characteristics and experience of the system to negotiate with the owner to carry out regular on-site maintenance of some key equipment.

- On-site troubleshooting or technical guidance

At the request of the owner, our company is responsible for dispatching professional engineers and technicians to go to the scene to solve various problems of users.

After the end of the warranty period, a lifetime maintenance service will be implemented. If the equipment is damaged, the replacement parts cost and a small amount of labor will be charged.

If the owner's system operator changes, our company is responsible for training.

Our company will give priority to the customer's spare parts supply, and can be responsible for the installation and replacement of users.

3 timely handling of emergency anomalies

Experience has shown that in any actual system, certain emergency anomalies will inevitably occur during the operation. Our company has the ability to handle such emergencies and establish a processing guarantee system for emergency anomalies.

- Clearly deal with the handling of such emergency anomalies in the terms of the project warranty period and the maintenance contract after the warranty period.

- Create and save complete system documentation

Our company will provide complete completion drawings, software and hardware documents, operation and maintenance manuals, equipment lists, etc. when the system is commissioned and handed over, and help the owner to establish the system operation, management and maintenance documents so that they can be timely in case of failure. Provide information to quickly locate and troubleshoot and minimize losses.