SAPS memo (Internal)

FOR : ALL SAPS employee, BAO , CSG

DATE : October 29, 2023
SUBJECT : ON SITE service procedures

As part of our new business model and service process improvement, maximize our service
productivity, cater more on site services , minimize expenses incurred and to increase customer
satisfaction and retention rate, we will be implementing this ON SITE service procedures. This will
be formalized on the SQS or Service Quality Standards being formulated and to be implemented
on ALL our branches.

1. ALL service work orders(SWO) for next day appointments/on site services should be
prepared and sent by the Service Supervisors to the Branch Admin Officer(BAO) the day
before the scheduled date. BAO will make sure that the SWO is prepared with attached
FSR, job recommendation slip and service reminder sticker to be put on the machinery.
BAO will put it in a designated tray on his desk where the technician will get it just case the
BAO is late or on leave that day. (I suggest that we have a clear plastic folders for this
documents to avoid being lost or damaged)
2. Service technicians will make sure that the parts and tools needed for the servicing the
next day are complete. He will make sure that EVERYDAY the service vehicle (WOW) is
always road worthy. Making sure that he reports and/or diagnose if he felt something
unusual during operation of the vehicle. Daily checking all the fluids(engine oil, brake fluid
etc., tire pressures, tire wear and especially the fuel. Regularly check the balance of the
fleet card and request additional fuel immediately once the allocation is almost near the
allotted fuel budget to eliminate delays on scheduled servicing. Request for additional fuel
via QUIRA should be approved within 24 hours and kindly inform the undersigned in cases
not complied for immediate action. NOTE: Any cancelled or delayed dispatch of on site
services because of no service vehicle, fuel etc will be required to have an incident
report, will be investigated accordingly and will be given sanctions corresponding to
negligence of assigned/ job duties and responsibilities.
3. All our service vehicles that is out of warranty will be maintained by the technicians on
their branches especially for PMS, change oil and check brakes. Some minor mechanical job
repairs pertaining to wear and tear parts will also be done by our technicians and will be
given a separate memo for the complete detailed procedures.
4. Technicians should have the SWO signed/acknowledged by the client/operator prior to the
actual repair of the machinery(whether customer paid, warranty, inspection etc.
 5. Warranty and maintenance guide book should also be filled up and updated on the PMS
record portions/warranty record for warranty repairs with current date, machine hours
and SWO number and signed by the technician. (pages 20 & 21 for PMS record , page 19
for warranty repair record , pages 14 & 15 for Change oil record, pages 16 & 17 for filter
change record and page 18 for special inspection and repair record.
6. Completely filled out FSR,with actual time in and time out,complete job done,diagnosis and
final quality check signed by the technician. ALL technicians will be required to have part/s
recommended as additional parts for replacement seen other than the actual repair done
whether it is PMS or GS. This could be urgent parts for replacement or parts due for next
PMS. (use job recommendation slip)
7. All concerns that will be encountered during servicing will be reported to the Service
Supervisor and he will be the one to do the estimate,explain it to the customer , get
customer approval or resolve the concern. This is part of his duty as service advisor.
8. All warranty claim will be processed ASAP with ALL necessary pictures, videos, full
diagnosis and recommended parts for replacement to be sent ASAP to the service
supervisor and/or warranty engineer for MQR creation. MQR should be sent to YPC not
more than 24 hours from the time it was serviced.
9. ALL documents (SWO, FSR and job recommendation slip should be completely filled out
and returned to the BAO once the technician returns back to the branch.
10. On site pictures of technician with the client/operator and machinery is a mandatory
requirement of our onsite process to be use as part of marketing advertisement on social
media.

We are hoping that ALL team members will be guided and will support the implementation
of this service process towards a more efficient ways in meeting if not exceeding customer
satisfaction, a revenue generating SAPS department with ADAMCO corporate image as “ Premium
Japanese Agri-Machinery and services” provider.

For immediate and strict compliance.

Prepared by : For checking by:

Michael J. Roque Asle Ciscar Mallari

Service and Parts Sales Manager Marketing Manager
SAPS Marketing Department

Recommending Approval: Approved By:

Lenie G. Guillermo Ada Alethea Alingog-Nanayakkara

Chief Revenue Officer President & CEO