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ASP/Franchise reimbursement policy

ASP-Fran/Reimburse/Policy/A-Jan'12

A.Per call payout


Service call In warranty ASP Present 50 60 75 100 Franchise Zone reference for payout & out of warranty charges Zone 1 Zone 2 Zone 3 Zone 4 Out of warranty (charged from a customer) Charges for satisfactory work completion acknowledged by the customer Product other Wellness product than wellness 100 200 120 250 150 300 175 350

New payout per New payout per Present service call service call 75 50 65 90 60 80 120 75 100 150 100 125

Zone defined from base station of Franchise/ASP office Zone 1 Zone 2 Zone 3 Zone 4 Customer place within 10 km Customer place within 20 km Customer place within 30 km Customer place beyond 30 km

B.Important
1 2 3 Working of payout for service call in Zone other than Zone 1 : The service personnel will be paid 1 call as per the zone category and balance in the same area for the day as per zone 1 The service personnel on completing to the customer satisfaction, the reported complaint, will enquire for other Jaquar product installation working and would proactively check few. The service personnel during visit will always give maintenance tips to the customer for product installed The proactive service (lead generated basis warranty certificate) composes of two actions : PS 1 Pre - installation (post purchase of product by the customer) guidance Post - installation (post installation of prducts) cleaning guidance, usage guidance, maintenance guidance, PMC awareness, covering of product (if required) to PS 2 prevent product surface from damage resulting out of other construction work in progress The payment of PS1 & PS2 will follow as : a As per reactive call post submission of job card by service personnel bearing customer signature of satisfaction As incentive for good proactive service (indicator is customer satisfaction), additional Zone 1 payout will be given. The payout will qualify only after checking of customer satisfaction (telephonically) for the assistance given by the service personnel. This component does carry partial payout. In the event of attending reactive call, if the service personnel needs to repair the products beyond reported in the service card, demanding abnormally high time, the service personnel shall contact branch enabling customer to speak with the concerned On submission of service card by service personnel, acknowledghment of BSI be taken work work performed demanding high time It is for the BSI to adjudge the time spent For high time spent for the service call the payout be made higher; justifying average payout per day. Job card without customer signature of staisfaction will not qualify for payment It is responsibility of service personnel to telephonically contact customer to schedule visit. Service call for the reason of "House Lock", "Address not traceable", "proper person not avaiolable" will not qualify for payment. For travel cost in zone 3 & zone 4 for a day if exceeds daily average spend in Zone 1 & Zone 2, the exceeding amount will be reimbursed (per actual, shortest route, economical transport). For overnight stay, the reimbursement will be subject to the limit of Rs 250 per night, on original bill submission. It is applicable if the stay is in the city / town which is minimum 30 kilo meters away from the base station. For less than that distance there shall not be any night stay reimbursement. In case any one is found forging the bills, his ASP contract shall be terminated and in case of Franchisee, his services shall be terminated. The responsibility to check the bills shall be with the Branch Customer Care Incharge For preventive maintenance service (PMS) the payout will follow as detailed for proactive service (PS1 & PS2) A payment of Rs 175 pm on account of telephone (including franchise mobile phone) usage is allowed for 25 days working for a franchise. For 15 days to 24 days the payment will be Rs 100 pm. In case franchise has worked less than 15 days no payment shall be made. In case it is found that this is not of any help to Jaquar and franchise are not using their phone for the purpose of ease of reach to them or making proactive communication to the customer, we may discontinue. There will be no claim from Jaquar for service call attended under "out of warranty" If a franchise or ASP technician on investigation is observed making mistakes detailed under quality, for more than 2 in a month or more than 11 in a year, his services are liable for termination b

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C. Quality
1 2 3 4 Customer feedback incomplete work Customer feedback & investigation wrong charges Customer feedback for wrong behaviour Repeat within 30 days for work done Service personnel not paid for the service call Service personnel not paid for the service call, 2 additional calls not paid & wrong charged amount retiurend to the customer by the service personnel Service personnel not paid for the service call, 1 additional service call not paid Repeat service call not paid

D. Date Policy is Effective


01 Feb'12

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