Planning and Revising Services ( Maintenance Engineering ) Procedure

Planning and Revising Services ( maintenance engineering ) regards methodically specifying a maintenance service to meet the customer's needs.

  1. When customer provides a RFQ for a specific service, the Sales Manager & customer complete a Mutual Non-Disclosure Agreement & store in ABC’s DCS with Non-Disclosure NDA keywords in the name (e.g., “Freescale Non-Disclosure Agreement (NDA) (080412)”). Applications & Marketing personnel determine if the service can & should be done. The customer may also provide a Requirements/Config Form and/or a sample part. Applications personnel will qualify (verify & validate) that they can provide the service to the customer requirements typically by servicing (e.g., cleaning, refurbishing, etc) the sample part based on previous experience. They will write a Qual Report showing test results (safety of part during the process, conformance to customer requirements, efficiency of the process, pre-photos & post-photos). The RFQ, Requirements/Config Form, Qual Report, & any other related reference files should be stored in ABC’s DCS with the keywords shown below in the name:
    • Customer RFQ (e.g., “AMD Gap Drive Rebuild Customer RFQ”)
    • Customer Requirement (e.g., “Intel F11x IPCT Customer Requirement”)
    • Customer Config Form (e.g., “AMD Gap Drive Rebuild Customer Config Form”)planning to implement service management
    • Customer Qual Report (e.g., “AMD Gap Drive Rebuild Customer Qual Report”)
  2. Applications personnel (e.g., Site Manager or Director of Applications Development) maintain new & revised Service Technical Specifications in ABC’s DCS.
    • Note in the Spec name whether it is ABC global or site specific (e.g., “Clean Quartz Rings (ABC Global)” or “Clean Quartz Rings (ABC Austin Local Only)”).
    • Include a Final Inspection step in all Specs to ensure the part was processed per spec & to look for nonconformance. This step typically includes labeling parts that have passed inspection with “ABC Serviced & Inspected”.
    • Determine whether to include In-Process Inspection steps as necessary to confirm part can pass to next processing stage.
    • Determine whether to include a Receiving Inspection step to inspect incoming customer property, samples of the incoming customer property, technical & quality acceptance criteria to inspect against, hazardous contaminant spec data, etc.
    • Determine whether to include a Serialize step to track serial numbers of incoming customer property.
    • Include a Packaging step to describe the packing material (always new or clean, & completely empty), packaging, & whether a “contaminated” label is required on the outside.
    • ABC’s DCS tracks revisions & approval.
  3. Director of Applications Development leads a weekly meeting with marketing, sales, & production personnel to review & discuss new & revised products and their price & lead-time. After consensus, the leader approves, denies, or edits in ABC’s Product Control System.
  4. Director of Applications Development applies for Copyrights & Patents to control Intellectual Property & stores in ABC’s DCS with Copyright or Patent keyword in the name (e.g., “ABC’s Arc Spray Patent”).
  5. If customer requests revision to an existing service, applications personnel (e.g., Site Manager or Director of Applications Development) will:
    • Evaluate of the effect of the change on constituent parts & services already delivered.
    • Describe the revision when submitting revised Service Technical Specification to approval workflow.
  6. If ABC requests revision to an existing product, applications personnel (e.g., Site Manager or Director of Applications Development) will:
    • Evaluate of the effect of the change on constituent parts & services already delivered.
    • Describe the revision when submitting revised Service Technical Specification to approval workflow.
    • Obtain written approval from the customer.
    • Provide customer notification in advance of change.
maintenance engineering, planning services
Definitions:
  • ABC = Fake name of company used in our procedures.
  • Config = Configuration
  • DCS = Document Control System for users to write, approve, publish, find, & read controlled documents.
  • Qual = Qualify
  • RFQ = Request For Quote
planning to implement service management
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