Document #: GP 12

Application field: Field Service

Designation: Field service process – P2
Version: 04-Jan-11
Issue: 1/2011
NB of page: 1 Verification: HDiv Diffusion : « Free »
Author: KARIUKI Approbation: QM Company, HDiv.

Documents
Step Responsibility Description
1 - Call related
Intervention from 1- BC All call interventions are directed to the Branch Controller (BC). In case
P1 Field Technician (FT) is already out in the field, BC or CSD is to get in
touch with him directly and to inform the other party.
BC and CSD will check all data in his possession related to the site and
2-
equipment assigned and will advise technician accordingly.
Spares/Tools
Vehicle No 2- BC/FT BC and FT will review the call together and check for all adequate spare RD 03,
Communication parts, tools, communication means and vehicle condition. BC will assign RD 04
adequate the mission to the FT. In situations where a (FT) is already out of the office
3 – P4 the mission shall be issued to him through telephone or radio.
Yes 3- BC BC to get advice from P4 in case of any logistic problem to attend to the
call.
4- FT FT is to attend to the call according to instruction IS01 and all other IS 01
4 - Intervention
instructions which might be applicable.
5- FT After completing the works, FT will fill the maintenance report and any
other relevant document like calibration worksheet or repairer’s RD 04
5 - Problem certificate. FT will show status of the works (Completed or not), reasons
No
solved and any other remarks on other defects/breakdown noted, attended to
or not.
6- FT/BC Directly or through his BC, FT is to give constant update to P1.
7- FT/BC FT and BC are to review together other problems found on site and
6 - Feedback inform P1.
Requests for transfer of Customer’s goods from site will adhere to the
8 - P1 instruction for handling of Customer property.
Yes 8- MSD MSD remains the focus point and generates comprehensive reports as
7 - Other
problems detailed in process P1. MSD is to keep BC/FT informed about actions in
progress.
No 9 - Log new 9- MSD P1 will then decide on preventive/corrective actions to be taken or not.
request MSD will inform BC/FT through the same process as from step 1.
Corrective or
10 - Next 10 - BC/FT FT will then proceed to the next intervention and will inform BC and/or
Preventive
Intervention MSD about his route. In order to ensure most effective and efficient
service to the customer, FT, BC or MSD may take from time to time the
decision to change the route of a mission. For easier co-ordination, each
party will be kept informed.

GP12 - FIELD SERVICE 1/1 04-Jan-11