How to repair in due time

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• How to repair in due time
• Costumer satisfaction

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Facts about Technorep BV

• 25.000 repairs pro year
• Authorizations in /out warranty Philips, JVC, LG
  and Sony
• Technical Helpdesk Benelux, Nordic, Germany,
  Austria, UK and Ireland
• IWS Reporting Philips
• New building 01/10/2007 of 1800m2
• 10 Service Cars, 7 with GPS- follow system
• 32 Employees

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What is due time?

• Due time is in the eyes of the beholder
• Good service is seen as normal, excellent service
  is perceived only when normal is exceeded.
• How to exceed normal?
• - Within 24- hours appointment with costumer
• - Good analyzing the problem so that required
  parts available for home service
• - So that gt 80 is repaired at home
• - Good customer information by using sms Service
  or real time status on the internet
• - Home service on Saturday

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What the basic needs for service

• IT Management
• Event Management
• People Management

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IT Management

• Internet fault data base Tipbase
• ERP software called Cola
• Own develop software especially for repair
• All required data available
• Registration of service request for the
  dealer/end user
• Integrated administration management
• Spare part Management
• Complete home visit planning
• Also good alignment with branch
  administrative needs

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Main Screen Cola
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Spare Part Management

• Important modules on stock ( fast-runners)
• First time fix is important
• Every part can be calculated

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Spare parts calculated
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Home visit appointment
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Example of GPS-Follow System
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Good alignment with branch administrative needs
and reporting
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Tipbase
Adres http//technorep.redsquare.software.nl
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People management

• Technical skills
• T-T session given by Philips
• Every technician has is own field of experience
• We divided not only by brand but also on chassis
  level
• Communication Skills
• 
  
• Message system when new tips available
• All communication within Technorep is done by 2
  or 3 persons
• Monthly base informed all employees of changes in
  the company

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How to exceed normal

• Is to have communication with empathy, and
  following up on what was promised as due time
• When normal is exceeds than due time is
  achieved.

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• At the end A complete satisfied Costumer
• And not at least a Win/Win situation for costumer
  and workshop

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• How to repair in due time
• Costumer satisfaction