TITLE OF THE PROJECT

SERVICE MANAGEMENT SYSTEM

INTRODUCTION

About Project:
Information Technology has come out as a boon in the sph
eres of industry, medicine, engineering, agriculture, transportation, electronic
and electrical devices. I.T. has boosted progress beyond description.
The present epoch is given to the Information Technology
. Information Technology is a new and fresh integrated approach and a key to unl
ock all the intricate problems of our modern era. This technology tends to cater
all our needs. I.T. is not only an Integrated Approach, but also job-oriented &
concrete device to aware us of the up-to-date skill and knowledge.
Moreover with the advent of the Internet techn
ologies, world have change lot call it the social web. Through the .com bubble a
nd bust, one trend has never wavered. Every year, millions more people around th
e world are using the internet to interact in more ways then ever before to date
, find old classmates, check on medical elements and cures, to read and express
alternative views of the news, and even to give live sales help online.
The service sector in today’s world is the fastest g
rowing sector and the web-based services are not only the important but it is al
so in demand. Service Management is integrated into Supply Chain Management(SCM)
and Customer Relationship Management(CRM) as the joint between the actual sales
and the customer. The aim of high performance Service Management is to optimize
the service-intensive supply chains, which are usually more complex than the ty
pical finished-goods supply chain. Most service-intensive supply chains require
larger inventories and tighter integration with field service and third parties.
They also must accommodate inconsistent and uncertain demand by establishing mo
re advanced information and product flows. Moreover, all processes must be coord
inated across numerous service locations with large numbers of parts and multipl
e levels in the supply chain. Among typical manufacturers, post-sale services (m
aintenance, repair and parts) comprise less than 20 percent of revenue. But amon
g the most innovative companies in Service, those same activities often generate
more than 50 percent of the profits.

The Service Management System (SMS) deals with creating a single n

etwork to have a consistent approach of collecting Information on all service re
lated activities across all ASPs spread across Delhi & NCR Region. The system sh
ould be capable of recording and monitoring repair jobs assigned to technicians,
the turn around time, the failure/repair of various components, Stocks availabl
e with various depots, etc. The system should analyze service support system of
various Products and generate analysis reports which would be used by management
to optimize system for cost and Efficiency. This SMS is maintaining all Warrant
y and AMC Records of various Products like A.C., Washing Machine, and Refrigerat
or etc. across all Delhi & NCR Region.
PROJECT OBJECTIVE
Service Management is moving to the forefront as a business strategy. Or
ganisations now have to consider the quality of the services they provide and fo
cus on the relationship with customers. To maintain growth and customer loyalty
in a competitive environment, leading companies are now recognizing the need to
improve Service and Service Parts Management capabilities. The objective of the
project “Service Management System“ is to focus on the post sale services provided b
y an organization.
The major objectives of this project are as follows: -
• The objective of my project is to make easy the system of an organization simple
, reliable, user friendly and corrective. Moreover less time consuming as compar
ed to manual work.
• This will lead to increase in the efficiency of the staff and the members of the
organization with a little throughput.
• This project is made as user friendly as possible so that any one can use it wit
h a little knowledge of computers.
• This project will reduce the tedious job of paperwork by keeping all the details
of items, supplier, calls/complaint, patty cash, stock, customer etc stored in
the form of database.
• Up-to-date information of calls/complaints, performance of status technicians(wh
o attend the calls) and other enquires.
• Helping the user as well as service provider to give and take support for the va
rious product and services.
• Improve customer satisfaction level by providing online product and services wis
e complain and support system provides quick response and better facilities.
• Providing a status and remark page gives the clear indication that the particula
r call/complain got the support by service provider or not.
• The call/complain status also gives the clear picture that how long a service pr
ovider takes to give service or support against a particular call. So the monito
ring work is also carried out by this proposed system.
• Providing Secured Environment for secured data access wherever necessary.
• Retrieval of data from database using easy buttons links and interfaces in a ver
y fast and efficient manner.
• It also minimizes technician visits- if they have right part in hand, they can f
ix the problem on the first visit and it could be possible by proper managing th
e call/ complaints.
Developing a viable candidate system that fulfills the Following requirements: -
Easy lodge of a complain/call.
Faster and accurate information retrieval.
Login dependent information retrieval and updating for authorized user.
Correct and consistent maintenance of data and its Quick retrieval.
Minimizing the page download time and hence less Investment.
Improving the switches button and hyperlink so that the user can easily put a
ll the queries in detail as they need.
Maintaining the fast download of the page by using the flavors of cookies.
Smooth transition and easy access to the pages not requiring much training
to the end user.
The overall objective is to develop the Service Management System to provide fas
t and easy support to service providers that can manages calls/complaints of cus
tomers to provide services on the items they have purchased.