Providing Services ( service execution management ) Procedure

Providing Services ( service execution management ) involves following documentation, calibrating equipment, and keeping track of work done and customer property.

  1. ABC Technicians & Engineers working at ABC facilities perform services per ABC Service Technical Specifications (that reference detailed instructions that apply) with ABC equipment. They follow the Specifications real-time as they work, checking off each step as they go and entering the test results as required. Technicians & Engineers label & segregate nonconformances. The label includes date, customer, PO, part description, and a brief description of the nonconformance.
  2. ABC Technicians & Engineers working at customer facilities typically perform services per customer instructions with customer equipment.
  3. The ABC Service Technical Specifications are shared by the ABC sites via ABC’s DCS (a system that tracks revisions & approval). The Service Technical Specifications provide specific operational task instructions, test specifications, illustrations, & links to supporting detail. Only approved Service Technical Specifications are used unless a new specification is being developed.
  4. Director of Applications Development ensures that usage instructions for critical equipment are documented & stored in ABC’s DCS with Critical Equipment Usage Instruction keywords in the name (e.g., “Sand Blasting (Critical Equipment Usage) Work Instruction”). Base on Manufacturer’s manual.
  5. Technicians & Engineers use critical equipment per usage instructions. They do not use critical equipment when calibration has expired. They submit it for scheduled maintenance. They do not use malfunctioning or damaged equipment. They report it for unscheduled maintenance.
  6. Critical ABC equipment is calibrated & maintained identically at each site per scheduled maintenance instructions to assure that processes are within acceptable limits. All reasonable efforts will be used to ensure the same materials are used for processing like parts at various ABC sites (e.g., the same media type). However, if suppliers differ in various ABC locations, ABC will make a reasonable effort to ensure the product between suppliers meets the same criteria.
  7. ABC facilities are maintained per scheduled maintenance instructions.
  8. ABC’s Service Tracking System assigns a unique number to each ABC service that is provided for identification & traceability.
  9. ABC’s Service Tracking System tracks the status of each ABC service that is being provided (ABC WIP) & the results of each ABC service that has been provided.
  10. ABC’s Service Tracking System highlights start dates that are past due to prompt immediate attention. The start dates are based on delivery date minus typical lead time. ABC’s Service Tracking System also highlights stop dates that are past due. ABC’s Service Tracking System allows delivery date to be adjusted at any time.
  11. ABC’s Service Tracking System tracks who worked on each step of ABC services.
  12. ABC’s Service Tracking System provides Technical Service Reports (& labels) and customer property labels & Delivery Tickets for ABC services.
  13. Technicians & Engineers are trained, certified, & refreshed per training & certification requirements. Refer to Technician Training & Certification Requirements
  14. Customer property (the parts that the ABC services are done to) is properly obtained, identified, traced, handled, packaged, stored, preserved, & delivered. Refer to the Customer Property Care Work Instruction.


Definitions:

  • ABC = Fake name of company used in our procedures.
  • DCS = Document Control System for users to write, approve, publish, find, & read controlled documents.
  • PO = Purchase Order
  • WIP = Work In Progress
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