Q1 575 field eng , 5000 calls per day,Call takers = 60 ,Avoid = 5%

Enter call info on comp system – sent electronically to regional dispatch centre (8) – 10 dispatchers

Dispatch centre- service call info printed on card

Each hour cards pulled out of printer and given to

Enter call info on computer system
dispatcher designated to the location of customer

Service call information was printed on card

Dispatcher- every card kept on a magnetic board

below the name of technician(most likely to do
the job) – given the machine location , current Send electronically to regional dispatch centre
location of technician, his training profile)

Technician completed the

Called dispatcher in regional dispatch centre
service call

Clears and gets new service assigned

Technician – call customer – give estimated time
of arrival

Drove to customer Diagnosed problem Repaired the machine if parts avaliable

Called dispatcher in regional dispatch centre for

IF parts not available – informed SD
next call

SD checked inventory Part not available

Part avaliable- it was sent by

Manufactured/ procured and sent by express mail
express mail to customer
to customer

Repair done next morning

Repair done after receiveing