CHAPTER 7
ANALYSIS OF AFTER SALES SERVICES OF THE ELEVATOR
INDUSTRY IN PUNE CITY FOR THE PERIOD 2000 – 2004
Page No.
7.1 ANALYSIS OF SERVICE USERS
IN PUNE CITY PERIOD 2000-04. 169-210
7.2 ANALYSIS OF SERVICE PROVIDERS
IN PUNE CITY PERIOD 2000-04 211-256
CHAPTER VII
ANALYSIS OF AFTER SALES SERVICES OF THE ELEVATOR .
7.1 ANALYSIS OF SERVICE USERS IN PUNE CITY PERIOD 2000-04.
SERVICE USERS: Use of elevators is in all segments of society. Common language it is "lift" Kind of Elevators: There are various kind of elevators like passenger elevator, hospital elevator; freight elevator etc. Depending upon use of elevator the specific kind of elevators system is installed in the building. Users Table -7u.1
S.No. CATEGORY RESPONDENT PERCENTAGE
1 RESIDENTIAL 93 46%
2 COMMERCIAL 43 21%
3 OFFICE 36 18%
4 HOTEL 11 6%
5 HOSPITAL 8 4%
6 PERSONAL BUNGALOW
2 1%
7 OTHERS 7 4%
TOTAL 200 100%
Observations: 46% of elevator population in Residential sector, followed by 39% in commercial & offices buildings, 10% in hotels & hospitals & very low in personal bungalow. Most of the survey buildings were residentials. Comments: Major application of elevator system is in medium to highrise Apartments; office, commercial buildings, Hotel and Hospital buildings. Suggestions: There should be different positioning strategy for different Segments.
93
4336
11 82 71%
4%4%6%
18%
21%
46%
0
10
20
30
40
50
60
70
80
90
100
RESIDENTIAL COMMERCIAL OFFICE HOTEL HOSPITAL PERSONAL
BUNGALOW
OTHERS
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Designation: Use of elevator is most common when we visit any building with elevator system. Here we have taken voice of entire cross section of elevators decision makers.
Users Table 7u.2
S.No. DESIGNATION RESPONDENT
PERCENTAGE
1 OWNER 24 10%
2 MANAGER 83 34%
3 COMMITTEE MEMBER 27 11%
4 CONSULTANT 13 5%
5 ENGINEER/ MAINTENANCE DEPT.
29 12%
6 REGULAR USER 24 10%
7 VISITOR 43 18%
TOTAL 243 100%
Observations: Our sample constituted 34% Utility Managers, 18% visitors; 12% Maint. Dept. 11% Committee Members, 10% Owners, 10% Regular Users & 5% Consultant Comments: We see that utility Manager, consultants; owner;committee member, Maintenance departments., plays major role in elevator service decision making. In most of the places Managers & committee is taking decisions. Suggestions: AMC of elevator is multiple influence buying. Different designation plays different role in framing specifications of after sales services to finalization of service contract.
43
2429
13
27
83
24
18%
10%12%
5%
11%
34%
10%
0
10
20
30
40
50
60
70
80
90
OWNER MANAGER COMMITTEE
MEMBER
CONSULTANT ENGINEER/
MAINTENANCE
DEPT.
REGULAR
USER
VISITOR
0%
5%
10%
15%
20%
25%
30%
35%
40%
Age: has relation with vertical transpiration. As elevator is used by all age group, only point of consideration that below 8 years of age can not travel alone in elevator. Users Table 7u.3
S.No. AGE RESPONDENT PERCENTAGE
1 18 TO 25 39 16%
2 26 TO 30 46 19%
3 30 TO 45 86 35%
4 46 TO 55 33 14%
5 55 AND ABOVE 39 16%
TOTAL 243 100%
Observations: We see that respondents in age group of 30 to 45 are more and also age 55 and above is also more. Comments: Elevator for vertical transpiration is "Must" utility in any medium to high to high rise building. Suggestions: Service customers are faced with an unfolding service drama, and the question is - is it going to be a comedy or tragedy? Part of challenge for service provider is to recognize the full breadth of customer experience, full extent of the play and its many different acts and scenes.
3933
86
4639
16%14%
35%
19%
16%
0
20
40
60
80
100
18 TO 25 26 TO 30 30 TO 45 46 TO 55 55 AND
ABOVE
0%
5%
10%
15%
20%
25%
30%
35%
40%
GENDER: There is no bar in elevator travel to male or female except below 8 years of age should not travel alone. Users - Table-7u.4
GENDER RESPONDENTS PERCENTAGE
1 MALE 154 63%
2 FEMALE 89 37%
TOTAL 243 100%
Observations: Our sample constituted 63% Male and 37% Female respondents. Comments: We see that most mobilized in elevator transpiration is "Male". Suggestions: Numbers of medium to high rise building in Pune is increasing day by day. As elevator travel is must and is crucial utility of the building. There must be regular do's and don’ts programme for all elevator users.
63%
37%
MALE FEMALE
INCOME: is an indicator in service industry as capacity to bare expenses. Users - Table 7u.5
S. No. INCOME RESPONDENTS PERCENTAGE
1 100000 TO 150000 19 10%
2 151000 TO 250000 84 41%
3 250000 TO 399000 56 28%
4 400000 & ABOVE 41 21%
TOTAL 200 100%
Observations: Majority of the respondents found during survey are in category of income above 1,51,000.00. Comments: Majority of elevator Users are focus under upper middle class and upper class. Suggestions: Service provider must work on "best AMC for Upper Middle Class" Whether it's full coverage, including parts or limited coverage. Create services that users want to buy with their hard earned money.
41
56
84
19
21%
28%
41%
10%
0
10
20
30
40
50
60
70
80
90
100000 TO 150000 151000 TO 250000 250000 TO 399000 400000 & ABOVE
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
PRODUCT: These pertain to decision regarding elevator design or elevator redesign or elevator services. It is a mix of tangible and intangibles offered by elevator company to elevator users. It also include People, Process and physical evidence. Brand: is some thing that people play willingly for it ; people wait for it; people take proud being associated with the same and people show their likings with brand. Users - Table 7u.6
S. No. BRAND RESPONDENT
PERCENTAGE
1 OTIS 67 33%
2 KONE /OLYMPUS 63 31%
3 ECE-THYSEEN 11 6%
4 OMEGA 19 10%
5 OTHERS 40 20%
TOTAL 200 100%
Observations: Majority of the customer are using Otis, Kone/Olympus branded elevator in Pune followed by local companies. Comments: Elevator being very crucial utility of building; buyer prefers to have reputed brand of elevators to avoid future conflicts. Suggestions: Study elevator industry in search for "best in class" performers on specific supplementary services.
40
1911
6367
33%31%
6%
10%
20%
0
10
20
30
40
50
60
70
80
OTIS KONE
/OLYMPUS
ECE-THYSEEN OMEGA OTHERS
0%
5%
10%
15%
20%
25%
30%
35%
ELEVATOR SERVICES: is an act or performance offered by elevator service engineers to proactively keep elevator systems running in building with less nos. of breakdowns. simultaneously and users safety; ride comfort; reliability also matters a lot. Users Table 7u.7
S. No. TIME SPAN RESPONDENT PERCENTAGE
1 SINCE 6 MONTHS 18 9%
2 6 MONTHS TO 1 YEAR 36 18%
3 1 YEAR TO 3 YEARS 89 44%
4 MORE THAN 3 YEARS 57 29%
TOTAL 200 100%
Observations: Most of the survey respondents are experienced users of elevator. Comments: One can't find person who don't have elevator travel experience in Pune city. Suggestions: Service provider must conduct regular safety; quality and technical audits in building for long term interest to keep elevators at their full level of service; irrespective of year of installation elevator.
57
89
36
18
29%
44%
18%
9%
0
20
40
60
80
100
SINCE 6 MONTHS 6 MONTHS TO 1
YEAR
1 YEAR TO 3
YEARS
MORE THAN 3
YEARS
0%
10%
20%
30%
40%
50%
Elevator System: in user language is Manual doors or Auto Doors . As Manual doors elevators are always slow speed while Auto doors elevators are with medium to high speed. Users Table 7u.8
S. No. TYPE RESPONDENT
PERCENTAGE
1 MANUAL DOOR WITH SLOW SPEED
83 41%
2 AUTO DOOR WITH MEDIUM SPEED
79 40%
3 AUTO DOOR WITH HIGH SPEED
38 19%
TOTAL 200 100%
Observations: Majority of elevators installed in Pune are of Manual doors with slow speed followed by Auto Doors with medium speed. Comments: In elevator after sales service major area of focus should be Manual elevator system in residential sector followed by Auto doors elevator system in office and institutional buildings.
Suggestions: a) Be on time and within budget -For Manual door with
slow speed elevators. b)Be easy to work with; deliver more than you promise and keep in regular touch with Auto door service users.
38
79
83
41% 40%
19%
0
10
20
30
40
50
60
70
80
90
MANUAL DOOR WITH
SLOW SPEED
AUTO DOOR WITH
MEDIUM SPEED
AUTO DOOR WITH HIGH
SPEED
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Elevator Control System: Use microprocessor to handle system commands. They are of modular design, ranging from the simple form of control to the most up to date and sophisticated. Users Table 7u.1.9
S. No. TYPE RESPONDENTS
PERCENTAGE
1 SIMPLE RELAY OR CONTRACTORS BASED
83 41%
2 COLLECTIVE SYSTEM WITH LOGIC BOARD
79 40%
3 COLLECTIVE SYSTEMS WITH LOGIC BOARD AND VVF DRIVE
38 19%
TOTAL 200 100%
Observations: Majority of elevators users in Pune are having simple relay based on collective system with logic based elevator control system. Comments: 41% of simple relay based and 40% of collective system with logic board elevator system indicates that there is a shift from simple to modernized elevator control system. Suggestions: Future belongs to collective system with logic board and V3F elevator control system. As low starting current of V3F system means more than 40% of the electric power saving in the building.
38
7983
41% 40%
19%
0
10
20
30
40
50
60
70
80
90
SIMPLE RELAY OR
CONTRACTORS BASED
COLLECTIVE SYSTEM WITH
LOGIC BOARD
COLLECTIVE SYSTEMS WITH
LOGIC BOARD AND VVF
DRIVE
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Power back up: This is a battery operated device which comes in action in case of 3 phase power failure. Within a few seconds of power failure, subject to all elevator safeties in position , the elevator car is move at slow speed to the nearest landing and open the doors. Users Table 7u.10
S. No. RESPONSE RESPONDENTS PERCENTAGE
1 YES 69 35%
2 NO 131 65%
TOTAL 200 100%
Observations: Majority of the elevator users (65%) don't have elevator power back ups. Comments: Lot's of risk for man-trap inside the elevator during power failure in Pune city. Suggestions: Scope for educating elevator users to avoid entrapment inside elevator; where power failure in Pune city are frequent and unplanned.
131
69
35%
65%
0
20
40
60
80
100
120
140
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Back up: Means let's see what sort of power back-up…??? Here another popular form of power back up is Genet installed in the building. As Genset is operated by diesel and it comes in to action as power back to elevator during 3 phase power supply. Users Table 7u.11
S. No. TYPE RESPONDENTS PERCENTAGE
1 GENSET 47 68%
2 BATTERY BACK UPS
22 32%
TOTAL 69 100%
Observations: Majority of elevator service users are having Genset as power back up. (68%) in Pune. Comments: Elevator service users in building can rethink to utilize Genset considering limitation of Generator sets using in emergencies; like availability of fuel; Auto change over etc. Suggestions: Elevator service users must be educated on pros and cons. of Genset vs. battery back up; as 3 phase power back up is one of the major player to safe guard elevator users from entrapment risk.
22
47
68%
32%
0
5
10
15
20
25
30
35
40
45
50
GENSET BATTERY BACK UPS
0%
10%
20%
30%
40%
50%
60%
70%
80%
Reasons for buying brand: Buying of elevator service is influenced by quality, reliability, price and response. As decision of buying depends on fitness of purpose. Users Table 7u.12
S. No. RESPONSE RESPONDENTS PERCENTAGE
A QUALITY 22 11%
B SAFETY 23 12%
C RELIABILITY 11 6%
D PRICE 12 6%
E AFTER SALES SERVICES 61 30%
F COMBINATION(A TO E) 71 35%
TOTAL 200 100%
Observations: Majority of service users considers all the factors like quality of service; safety; reliability, price and response. As response to service needed is very important criteria in buying brand. Comments: Service users weightage is more on after sales service while making choice of brand Suggestions: No matter which elevator maintenance provider you select; demand benchmark standards for your agreement.
71
61
1211
2322
11% 12%
6% 6%
35%
30%
0
10
20
30
40
50
60
70
80
QUALITY SAFETY RELIABILITY PRICE AFTER SALES
SERVICES
COMBINATION(A
TO E)
0%
5%
10%
15%
20%
25%
30%
35%
40%
PRICE: is the crucial "P" of service, because it determines the revenue for the service provider. Price has several components and usually there be three major criteria in pricing service: cost, competition, objectives gic or tactical. Annual Maintenance : is "Must" as per the PWD rules of Maharashtra. Users Table 7u.13
S. NO. BY RESPONDENTS
PERCENTAGE
1 ELEVATOR COMPANY
86 43%
2 LOCAL MAINTENANCE AGENCY
114 57%
TOTAL 200 100%
Observations: More numbers of elevator service users are taking services from local maintenance agency followed by services from elevator company. Comments: Chances of shift in business of elevator services from local maintenance agency to elevator company looking at responsibilities and risk involved in maintaining elevator. Suggestions: To conclude on local maintenance agency vs. elevator company; elevator buyer must have regular meetings with service provider on status of elevator performance and should ask for written reports.
114
86
43%
57%
0
20
40
60
80
100
120
ELEVATOR COMPANY LOCAL MAINTENANCE AGENCY
0%
10%
20%
30%
40%
50%
60%
Type of Annual Maintenance Contract : is the specification of elevator services by service provider. Majority there are comprehensive service contract which includes all parts and 24 x 7 services to users. While partly comprehensive service excludes major elevator components like motor, rope; gear box etc. Users Table 7u.14
S. NO. TYPE RESPONDENTS
PERCENTAGE
1 COMPREHENSIVE 83 42%
2 PARTLY COMPREHENSIVE
6 3%
3 OIL GREASE TYPE 111 55%
TOTAL 200 100%
Observations: We see that service users either going for oil grease type of services or comprehensive type of service contract. Comments: Residential elevator service users are driven by budget of society and go for low cost oil grease type of elevator service contract while high elevator users of offices and institutional building go for comprehensive service contract. Suggestions: Armed with personal elevator service ranking, look for a service contract that meets your commitment to the building. For instance if one of our long term interests in the building is to maintain elevators at their firm level of service , you may look into premier full comprehensive maintenance contract with specific performance requirements based on the original component design standards.
111
6
83
55%
3%
42%
0
20
40
60
80
100
120
COMPREHENSIVE PARTLY
COMPREHENSIVE
OIL GREASE TYPE
0%
10%
20%
30%
40%
50%
60%
Charges of Annual Maintenance Contract -(AMC) is the amount of service charges paid to elevator service provider. In elevator service industry charges of Annual Maintenance contract ranges fro Rs.3500/- to Rs.1,00,000/-. Also charges of AMCdepends upon type of AMC and usage of elevator. Users Table 7u.15
S. NO. TYPE RESPONDENTS PERCENTAGE
A Rs. 3500 to 5000 63 31%
B Rs. 5001 to 8000 31 16%
C Rs. 8001 to 10000 17 9%
D Rs. 10001 to 15000 19 10%
E Rs. 15001 to 25000 33 16%
F Rs. 25000 and Above 37 18%
TOTAL 200 100%
Observations: We see tat 56% of elevator service users are having AMC charges less than or up to Rs.10,000/- while 44% elevator users are paying AMC charges above Rs. 10,000/- Comments: Buying of elevator AMC is still in developing stage; as more than 50% of service users are utilizing only oiling, greasing or semi comprehensive elevator services. Suggestions: Elevator service buyer should know what he/she wants in elevator service program. When negotiating a renewal or new AMC, be prepared to rank your top priorities in terms of response time, hours of maintenance, parts availability, full or partial coverage etc.
3733
1917
31
63
18%16%
10%9%
16%
31%
0
10
20
30
40
50
60
70
Rs. 3500 to
5000
Rs. 5001 to
8000
Rs. 8001 to
10000
Rs. 10001 to
15000
Rs. 15001 to
25000
Rs. 25000
and Above
0%
5%
10%
15%
20%
25%
30%
35%
Service provider makes sure the formal or informal options are cost effective for both parties: In any service business both the service provider and service users should have win- win settlement and same can give long lasting service business to companies. Users Table 7u.16
S. NO. TYPE RESPONDENTS PERCENTAGE
1 YES 29 15%
2 NO 171 85%
TOTAL 200 100%
Observations: Majority of service user feels that service provider is not providing win - win platform. Comments: Scope for the elevator service users to raise the expectation from service provider and ame time elevator service provider can plan rod ahead to grab the opportunity of service excellence and customer delight. Suggestions: Find an elevator service provider who thinks like you and does business the way you want it done.
171
29
15%
85%
0
20
40
60
80
100
120
140
160
180
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
SERVICE LOGISTIC: is rendering elevator services to elevator users; involves decisions about where, when and how. The rapid growth of the interest and mobile technology has given new dimensions and experience to elevator industry. service providers, managers of back office should spend time with elevator service users to improve service logistic part of "when and how". As this effort from elevator service provider can keep users in confidence. User Table 7u.17
S. NO. RESPONSE RESPONDENT PERCENTAGE
A YES 32 16%
B NO 168 84%
TOTAL 200 100%
Observations: Majority of elevator service providers, back office managers don't spend time with elevator service users. Only small percentage does the same. Comments: Scope for elevator service providers back office staff to interest with elevator service users can enhance Quality and response of after sales service. Suggestions: Elevator service provider can hire services of professional call centers to have regular feed back from elevator service users. Also can workout departmental strategy to have back office Manager to focus on after sales service process as and take continuous feedback from elevator service users.
32
168
16%
84%
0
50
100
150
200
YES NO
0%
20%
40%
60%
80%
100%
Information and documentation about service provider must be readily available to service users and service providers: when needed As these information and documents create the environment of trust and understanding. Also from legal point of view service record is important. User Table 7u.18
S. NO. RESPONSE RESPONDENT PERCENTAGE
A YES 69 35%
B NO 131 65%
TOTAL 200 100%
Observations: Information and documentation about service provided is not readily available in majority of the time as there is a gap in service record management system either from service providers or service users. Comments: Elevator service providers must workout for proof information and documentation system to safe guard interest of company and service users. Suggestions:(a) Documentation - complete records for ethe elevators in buildings. b) Written reports - follow - up in writing tracking the performance of elevators.
131
69
65%
35%
0
20
40
60
80
100
120
140
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Elevator Hotline: is a new concept; when elevator service users need urgent service calls up elevator hotline. Elevator hotline is very useful in case of man-trap situation or any accidents . User Table 7u.19
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 114 57%
2 NO 86 43%
TOTAL 200 100%
Observations: More than 50% of elevator users are aware about hotline while 43% of elevator users don't know the elevator hotline concepts. Comments: Scope for elevator service provider to popularize elevator hotline concept among service users to create confidence in urgency. Suggestions: i) Spreading hotline concept to elevator users ii) Grant enough authority to complete the task iii) Develop right attitude among service engineers for hotline users.
86
114 57% 43%
0
20
40
60
80
100
120
YES NO
0%
10%
20%
30%
40%
50%
60%
Service Communication: is very important in elevator services As and when elevator service is interrupted, service provider must keep regular information link with elevator service users to have confidence and must also indicate detail time table to restart the elevator in the building. User Table 7u.20
S. NO. RESPONSE
RESPONDENT
PERCENTAGE
1 YES 29 15%
2 NO 171 85%
TOTAL 200 100%
Observations: Finding from elevator service users is very clear that there is no up to date communication from elevator service provider when elevator service is interrupted. Comments: Elevator service provider must establish simple and understandable communication system with elevator users when elevator service is interrupted or major breakdown. Suggestions: Streamline communication. Look for a maintenance service provider with clear access. Speedy communication behind the scene can enhance overall performance, making service calls hassle free.
171
29
15%
85%
0
20
40
60
80
100
120
140
160
180
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Users experience: is very important aspect and can influence future demand of elevator services. Service users must use previous experience to meet the known demands of future work loads. User Table 7u.21
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 11 6%
2 NO 189 94%
TOTAL 200 100%
Observations: Most of the elevator service users don't use previous elevators service experience to elevator service providers to meet the known demands of future workloads in the building. Comments: Majority of the building pass through low occupancy, low usage of elevators to full occupancy and high usage of elevators. Here previous experience plays a major role to workout future elevator service requirement and finalization of the right service specifications. Suggestions: (a) An important part of a elevator is customer experience and roles customer play in production of services. Their level of desired participation needs to be determined, and customers need to be motivated and taught to play their roles in the service delivery. (b) There shall be Documentation of expectations of the customer with action plan.
189
11
6%
94%
0
20
40
60
80
100
120
140
160
180
200
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Commitment: is an assurance from elevator service provider to elevator service users in terms of attending breakdown of elevator or improving performance of elevator system in the building. User Table 7u.22
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 COMMITMENT IS READILY MADE, MOST OF THE TIMES
168 84%
2 COMMITMENT IS READILY MADE, SOME TIMES
18 9%
3 THE ISSUE IS SIDELINED(WE DO NOT HAVE IN STOCK)
14 7%
4 YOU HAVE TO FORCE A COMMITMENT
0 0%
TOTAL 200 100%
Observations: Most of the elevator service users in Pune experiencing - commitment is readily made most of the time. Comments: Elevator service user calls for commitment to elevator service provider is good experience in terms of verbal "yes". Suggestions: Make sure service provider team members understand the responsibilities they are assuming. We can talk about great service all day; but the only thing that makes it happen are the people.
01418
168
0%9% 7%
84%
0
50
100
150
200
COMMITMENT IS
READILY MADE,
MOST OF THE
TIMES
COMMITMENT IS
READILY MADE,
SOME TIMES
THE ISSUE IS
SIDELINED(WE DO
NOT HAVE IN
STOCK)
YOU HAVE TO
FORCE A
COMMITMENT
0%
20%
40%
60%
80%
100%
When commitment is made : It is an verbal agreement between elevator service provider and elevator service users. As commitment impacts the relationship and if commitment honoured promptly creates delight for service users and service providers. User Table 7u.23
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 IT IS ALWAYS HONOURED 83 41%
2 IT IS HONOURED SOMETIMES 19 10%
3 IT IS HONOURED , BUT WITH CONSISTENT FOLLOW UP
93 46%
4 IT IS NEVER HONOURED 5 3%
TOTAL 200 100%
Observations: Commitment honoured is only half of the time while balance half is grey area in elevator service; as it requires lots of follow up to realize commitment. Comments: Need more professionalism in elevator service industry with clear focus on what is committed vs. closing of committed action . Suggestions: One of the key challenges is building a strong service mindset and culture across the organization in highly competitive service industry. Here organization should invest in human resources, and that means being very selective about who you recruit and getting people who meet right profile in terms of attitudes as well as skills. Loyal employees result in loyal customers.
5
93
19
83
10%
41%
46%
3%
0102030405060708090
100
IT IS ALWAYS
HONOURED
IT IS HONOURED
SOMETIMES
IT IS HONOURED ,
BUT WITH
CONSISTENT
FOLLOW UP
IT IS NEVER
HONOURED
0%5%10%15%20%25%30%35%40%45%50%
PROCESS: Any repetitive action in manufacturing or services, that involves transformation of inputs into outputs. All process in organization do not have equal importance - but, some process are more important than others due to their impact on the organization's results. These are key (CORE) process. The other processes called supporting process are those help CORE process to "exist"; operate and thrive. Total preventive maintenance (TPM) Plan: Total productive maintenance aims at maximizing elevator equipment effectiveness throughout life of the elevator. It involves such basic elements as a routine maintenance system, housekeeping, problem solving skills and activities to zero down elevator breakdowns.
User Table 7u.24
S.NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 36 18%
2 NO 164 82%
TOTAL 200 100%
Observations: Most of the elevator service users don't get total maintenance plan of elevator from elevator service providers. Comments: "What you measure that you get" - In elevator after sales services; elevator service users must demand TPM plan to realize value for money and simultaneously elevator service provider must utilize opportunity to educate elevator service users. Suggestions: a) Standardization of elevator health check up report distribution and presentation to the building council. b) Regular monitoring of TPM work.
164
36
82%
18%
0
20
40
60
80
100
120
140
160
180
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Information and documentation about rendered services: are important data base for elevator service providers and elevator service buyers to settle bills and workout future specification of elevator after sales services. Also database can help to comply PWD rules of the state.
User Table 7U:25
S.NO. RESPONSE
RESPONDENT PERCENTAGE
1 YES 57 29%
2 NO 143 71%
TOTAL 200 100%
Observations: Majority of elevator service users in Pune city don't have control on documents about information and documents about rendered services to the elevators. Comments: There is need to have professional approach either from elevator service providers and elevator service buyer to have common information/documents on rendered services. Suggestions: a) Work completion certificates by service provider and to be signed by building council members or their representatives. b) Checklist for visible output such as car leveling with floors, indicators, fan noise, car movement noise, door closing etc.
143
57
29%
71%
0
20
40
60
80
100
120
140
160
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Service Standards: is a set of policies, directives and procedures established by elevator service providers and negotiated by service buyers as a part of AMC service standard serves as guidelines enabling service provider to perform their work in the best; easiest; healthiest and safest way to delight elevator service users.
User Table 7u.26
S.NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 71 36%
2 NO 129 64%
TOTAL 200 100%
Observations: Majority of elevator service users don't know elevator service standards in Pune; this again supports the gap found in awareness about "TPM" Comments: It is responsibility of elevator service provider to propagate awareness on service standards; which shouls clearly state what elevator service buyer should receive in after sales services of elevator. Suggestions: Offer filing assistance to the customers for maintaining all elevator papers in "lift file". As AMC papers ;PWD rules, work done certificated; service plans etc. Can be filed diligently.
129
71
36%
64%
0
20
40
60
80
100
120
140
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
PEOPLE: In service industry it would be rare not to deal with the customers. This situation creates a lot of scope for work related anxiety, constantly feeling evaluated by someone who could complain about you to superiors. The concept of "people-factor" comes into play in most service sector jobs; with it's being an emotionally wrenching experience to deal with a variety of customers every day. The customers ranges from nice to nasty. Rating of elevator service engineer : is an evaluation from elevator service users in terms of courtesy, response quality of work, knowledge, skills, communication etc. User Table 7u.27
EXCELLENT
VERY GOOD
GOOD
FAIR POOR
NO TOTAL
A Courteous to me as a customer 61 113 21 5 0 0 200
B Responsive to my needs 21 34 6 133 2 4 200
C Provides quality maintenance work 53 21 8 19 99 0 200
D Knowledgeable about my equipment 58 18 56 61 7 0 200
E Completes work in reasonable time 129 63 7 1 0 0 200
F Neatness of appearance 23 19 18 131 9 0 200
G Feedback on Maintenance Carried 31 29 51 86 3 0 200
H Our clean up quality after the job is completed
53 46 12 88 1 0 200
I The information received about planning of work
11 9 28 56 96 0 200
J Trouble free operations 61 39 21 63 14 2 200
K Helpful in listening to your needs 26 39 18 102 13 2 200
Observations Rating of elevator service engineers on courtesy; response, quality of maintenance work knowledge, cycle time, appearance, feedback management, cleaning of elevator, breakdowns, listening is more on Good to Fair. Comments: Need to improve selection and training process of service engineers Elevator service provider can implement service excellence concept in organization.
0
20
40
60
80
100
120
140
EXCELLENT VERY GOOD GOOD FAIR POOR NO
A Courteous to me as a customer B Responsive to my needsC Provides quality maintenance work D Knowledgeable about my equipmentE Completes work in reasonable time F Neatness of appearanceG Feedback on Maintenance Carried H Our clean up quality after the job is completedI The information received about planning of work J Trouble free operationsK Helpful in listening to your needs
Customer Satisfaction: is central to the elevator service business. Important though customer satisfaction is as a performance measure, it is an evaluation that is normally made after a transaction. User Table 7u.28
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 Extremely satisfied 16 8%
2 Not very satisfied 83 41%
3 satisfied 43 22%
4 Not at all satisfied 58 29%
TOTAL 200 100%
If not satisfied, areas to be improved: Response was basically on response time; leveling problems of elevator car; high nos of breakdowns and negative attitude of elevator engineers. Observations: Very small percentage (one third) of elevator users are happy with maintenance and repair services rendered by elevator service engineers. Comments: Need for elevator service providers to make maintenance and repair process of elevator more customer centric. Also should involve elevator service users in the process. Suggestions: Customize solutions for specific issues raised by elevator users.
58
43
83
16
29%
22%
8%
41%
0
10
20
30
40
50
60
70
80
90
Extremely satisfied Not very satisfied satisfied Not at all satisfied
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
COMPLAINS, ROOT CAUSE AND GAPS: Complaint is disagreement by customer. it can be due to service output not within acceptable limit or not confirming to service specification. Every customer complaint has to be used as a learning opportunity. Every customer complaint must be analysed in line with root cause analysis and clear gaps must be identified. Rating of elevator call back mechanics: is very important aspect in elevator service business. Call back mechanic receives elevator breakdown message from office and immediately repair the elevator system in building. User Table 7u.29
EXCELLENT
VERY GOOD
GOOD
FAIR
POOR
NO TOTAL
A Response Time (Time from your call to arrival of Mechanic
18 39 54 86 3 0 200
B Repairs completed in a reasonable time
11 16 63 88 22 0 200
C Quality of repair work 14 63 23 81 19 0 200
D Care in protection of wall/floor finishes
5 11 23 123 38 0 200
E Feedback on work carried out
18 21 19 133 9 0 200
F Clean up quality after work completion
14 26 16 136 8 0 200
Observations: From the above table, it can be observed that present trend on response time; repair cycle time, quality of repair work, wall care, feedback, cleaning quality is Fair or Poor Comments: Eye opening for service provider in elevator industry that voice of customer is taken on just acceptable ground for breakdown services. Suggestions: Need to review elevator breakdown process and improve in line with elevator users need.
0
20
40
60
80
100
120
140
160
EXCELLENT VERY GOOD GOOD FAIR POOR NO
Response Time (Time from your call to arrival of MechanicRepairs completed in a reasonable timeQuality of repair workCare in protection of wall/floor finishesFeedback on work carried outClean up quality after work completion
Elevator break down rate: is indication of elevator performance in the building. Lower elevator breakdown rate indicates the good elevator service by elevator service provider. In elevator terminology elevator breakdown is measured in terms of call backs per unit per annum (CPUA) As less than 2 CPUA is considered as the good elevator service. User Table 7u.30
S. NO. BREAK DOWN RESPONDENT PERCENTAGE
1 NO BREAKDOWN 3 5%
2 1TO 3 21 32%
3 4 TO 6 28 43%
4 7 TO 9 11 17%
5 10 TO 15 2 3%
TOTAL 65 100%
Observations: More than 60% of elevator service users in Pune are having more than 4.0 CPUA and is bad elevator maintenance by elevator service provider. Comments: High time for elevator service industry experts to work on reduction of "CPUA". There are ways and means to control "CPUA" . As reduction in breakdown is cost saving for elevator service providers and better elevator up time for users. Suggestions: a) Defined script for attending breakdowns b) Application of RRCA, MFA and working out mistake repairing of elevators.
2
11
28
21
33%
17%
43%
32%
5%
0
5
10
15
20
25
30
NO BREAKDOWN 1TO 3 4 TO 6 7 TO 9 10 TO 15
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Perception on elevator breakdowns: Majority of elevator service users were sharing their experience and clear voice was that there are too many breakdown of elevator in their building. User Table 7u.31
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 NOT MANY 39 29%
2 TOO MANY 96 71%
TOTAL 135 100%
Observations: Perception of elevator service users on higher elevator breakdown supports our earlier findings of more than 4 CPUA, means too many breakdowns. Comments: Elevator service provider must chart out clear objective to reduce CPUA less than 2.0 to win over confidence of elevator service users. Suggestions: a) Position safety and convenience as prime objectives of maintenance b) Customer education on elevator maintenance. c) Customer education on accessories and new developments in technology.
96
39
71%
29%
0
20
40
60
80
100
120
NOT MANY TOO MANY
0%
10%
20%
30%
40%
50%
60%
70%
80%
Gap: is under performance by service provider in terms of customer expectation or committed service specifications to elevator service buyer. Gap between the services promised and actual performance, if positive; results in to customer delight but if gap is negative then chances of renewal of next services to service provider is very less. User Table 7u.32
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 59 30%
2 NO 141 70%
TOTAL 200 100%
Observations: Major portion (70%) of elevator services users are finding gap between the services promised and actual performance , and is red alert to all elevator service providers. Comments: "Gap" in expectation is verifying our earlier findings on elevator service Quality. As elevator service provider must workout full proof service process to bridge this service promise gap vs. actual service to elevator service user. Suggestions: Enhancing service quality and improving service productivity are often two sides if the same coin. There is potential to improve value for both customers and the firm. Service process redesign is an important tool to narrow down gap between services promised and actual performance.
141
59
30%
70%
0
20
40
60
80
100
120
140
160
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Asking Root cause: To elevator service provider elevator service user is very important. Root cause analysis can bridge the perception gap between elevator service provider and elevator service users. User Table 7u.33
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 21 11%
2 NO 179 89%
TOTAL 200 100%
Observations: Most of the elevator service users are not asking root cause of service complaint to elevator service providers and this shows the ignorance from user side. Comments: Elevator service provider can educate service users to have information on complaint root cause or start giving comprehensive report to elevator service users in line with complaint vs., root cause vs. corrective actions taken can create new dimensions in elevator service industry. Suggestions: Careful analysis of the root cause of service complaint often reveals opportunities for failure proofing certain activities in order to improve uptime of elevators and eliminate the risk or errors.
21
179
89%
11%
0
50
100
150
200
YES NO
0%
20%
40%
60%
80%
100%
Avoiding on complaints: If situation continues for longer time then may result in to cancellation of AMC or legal action by elevator service users to elevator service providers. User Table 7u.34
S. NO. AVOIDS YOU ON REPEATED COMPLAINTS
RESPONDENT PERCENTAGE
1 YES 32 16%
2 NO 168 84%
TOTAL 200 100%
Observations: Situation in elevator industry is very encouraging as majority of elevator service providers are not avoiding elevator service users on their repeated complaints. Comments: Small percentage (16%) of avoiding elevator service user. Suggestions: Adhoc process of attending customer complaint; not documented and hence no effective monitoring. Reassure customers that their complaint will be taken seriously, have customer complaint handling procedure in place and communicate e.g. Customer news, letters; types of AMCs on website or through print media. Also train front line to make customers feel comfortable.
32
168
84%
16%
0
20
40
60
80
100
120
140
160
180
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Failures: is measure of how serious is the effect of the failure to the elevator service users or violation of Government law A failure made which can result in personal injury, loss of life or violate a Government mandate is considered critical. Please share three major service failures faced by you A Response Time B Uptime C Written reports Observations: Respondents shared issues on skill, customer management; differentiation, technology; discounting, breakdowns etc. but major service failures came out during interactions were response time, elevator up time and written reports from elevator service providers. Comments: Unfortunately customers are not always happy with quality and value of the services they receive. People complain about late response; incompetent personnel, inconvenient service hours, and a host of other problems. Other side, service provider often face stiff competition, sometimes appear to have a very different set of concerns. Many service provider complain about how difficult it is to make profit, to find skilled and motivated employees or to please customers. Suggestions: a) To work on cycle time, how quickly a technician is on the scene to solve a problem. b) Engaging technology and flexible hours servicing to make 99 percentage of time building elevators are up and running . c) Assisting in "lift file" and regular update of elevator health records.
In house capability to solve equipment problem: Measuring all the logistics capability including small elevator components and personal skills to restart elevator under minor breakdown. User Table 7u.35
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 16 8%
2 NO 184 92%
TOTAL 200 100%
Observations: Most of the elevator service users don't have in house capability to solve major elevator problem. As this indicates the monopolistic role of elevator service providers. Comments: To facilitate elevator service users; there is ample scope to educate , keep spares and improve elevator up time in building. Suggestions: Service provider should offer formal training courses to familiarize their customers with the service product and teach them how to use it to their best advantage. Alternatively (or additionally), this task may be assigned to the front line personnel who handle service delivery.
184
16
92%
8%
0
20
40
60
80
100
120
140
160
180
200
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
SERVICE: is an act or performance one person performs to another, essentially intangible, its physical production may or may not tie up with physical product and does not result in to ownership. In elevator industry; elevator service refers to TPMand breakdown maintenance. User Table 7u.36
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 YES 36 18%
2 NO 164 82%
TOTAL 200 100%
If yes, share problems if any? User Table 5U:8:1A A Bad response compare to elevator service providers. B Low cost of maintenance compare to elevator AMC C Less risky compare to elevator failures while traveling in elevator. Observations: Most of the elevator service users in Pune don't have any capital goods. Comments: Ample scope to educate elevator service users. Suggestions: a) Customer education programmes to build awareness b) Teach customers on how to use a service to their own advantage.
164
36
18%
82%
0
20
40
60
80
100
120
140
160
180
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Experience: is an impression backed up with actual actions. If actions meets the elevator service users expectations or exceeds then experience is positive. User Table 7u.37
S. NO. RESPONSE RESPONDENT PERCENTAGE
1 Met fully at all times 23 12%
2 Met most of the times 48 24%
3 Met partly with follow up 103 51%
4 Not met at all 26 13%
TOTAL 200 100%
Observations: Here indication is that there is a "Gap" in positive service experience to elevator service users. Comments: Need to have customer centric elevator service process with aim of service excellence. Suggestions: Maintaining level of excellent service is very important. Elevator users must demand benchmark standards from service providers.
26
103
48
2312%
24%
51%
13%
0
20
40
60
80
100
120
Met fully at all times Met most of the timesMet partly with follow
up
Not met at all
0%
10%
20%
30%
40%
50%
60%
TRAINING & INCENTIVES: Training to elevator service users can serve many purposes. It breaks the "fear of elevator travel" help them to use elevator efficiently and effectively. Do's and Don'ts of elevator is very popular training programme given by M/s Otis Elevator Company to elevator service users. User Table 7u.38
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 16 8%
2 NO 184 92%
TOTAL 200 100%
Observations: Most of the elevator users are not offered any training from elevator service providers. As this support our earlier findings on "Gaps" and "Ignorance". Comments: Big scope for elevator service providers to spread elevator knowledge among elevator service users and raise the level of service standard. Suggestions: Identify and interpret problems ; generate solutions and service provider should workout basic training programme for users.
16
184
92%
8%
0
20
40
60
80
100
120
140
160
180
200
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Training charges: is the cost to elevator service buyer on acquiring elevator usage knowledge. User Table 7u.39
S. No. TYPE RESPONDENTS
PERCENTAGE
A Rs. 1000 to 5000 per programme
0 0%
B Rs. 5000 & above 0 0%
C No Charges 200 100%
TOTAL 200 100%
Observations: There is no training charges to elevator service users and this is an open area because when there is no charges so no focus and accountability of efforts. Comments: Elevator service provider can review chargeable elevator training programme for elevator service users. Suggestions: Chargeable certificate programme on elevator do's and don’ts will improve accountability to trainee and trainer.
0 0
200
100%
0% 0%0
50
100
150
200
250
Rs. 1000 to 5000 per
programme
Rs. 5000 & above No Charges
0%
20%
40%
60%
80%
100%
120%
Incentives: Means "Motivation", " benefits" , "some thing extra or discounts to elevator service buyers and to be offered by elevator service providers. User able 7u.40
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 13 7%
2 NO 187 93%
TOTAL 200 100%
Observations: Most of the elevator service users have not experienced any "incentives" by elevator service providers. Comments: Opportunities for elevator service industry leaders to chart out detail "Promotion Mix". Suggestions: Elevator service provider can start users club and service customer meet to continuously understand present trends to motivate elevator users and can offer incentives in terms of long term service contract; free replacements; free trainings etc.
187
13
93%
7%
0
20
40
60
80
100
120
140
160
180
200
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
OTHERS Please give three things that elevator service provider should start doing, stop doing and continue doing for elevator users.
A Start Doing
1 Emergency Services
2 Elevator Users Training
3 Reduce AMC Prices
B Stop Doing
1 Delays in Repairs; services & supply of spares
2 Ignoring Users requests
3 Plying with little knowledge of elevator users
C Continue Doing
1 Quality of elevator after sales service
2 Good elevator up time
3 Elevator safety communication with elevator users
Note: Recorded top three most common response from respondents on start; stop and continue doing for elevator users by elevator service providers.
7.2 ANALYSIS OF SERVICE PROVIDERS IN PUNE CITY PERIOD 2000-04
Service Providers: All the elevator service companies and agency falls under service providers category. Here elevator service providers takes the AMC from elevator service buyers and provides the elevator after sales services. In providing elevator services to users front is elevator service engineers; cleaning, people etc, are involved and at top service Manager, service executive are supporting the service delivery process. Designation: In the context of service provider designation right from unit G.M. to Service Manager to Service Engineers and office staff are involved in elevator after sales service. Provider Table 7p.1
S.No. DESIGNATION RESPONDENT PERCENTAGE
1 EXECUTIVE 9 28%
2 MANAGER 4 13%
3 SR. MANAGER 2 6%
4 CONSULTANT 2 6%
5 ENGINEER/ MAINTENANCE DEPT.
13 41%
6 OFFICE STAFF 2 6%
7 GM OR ABOVE 0 0%
TOTAL 32 100%
Observations: Our sample contributed 41% service engineer/ maintenance department personnel and 28% service executive. Comments: Service delivery in elevator industry start with service executive deciding service specification with elevator service buyer and all commitments of AMC backed up by service engineers and supporting functions. Suggestions: Cross functional efforts cutting horizontally across the whole organization. Top management or service department alone can not achieve service excellence. All the functional department have to be involved.
0
9
4
2 2
13
2 0%
28%
13%
6% 6% 6%
41%
0
2
4
6
8
10
12
14
EXECUTIVE MANAGER SR. MANAGER CONSULTANT ENGINEER/
MAINTENANCE
DEPT.
OFFICE STAFF GM OR ABOVE
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Functional area in organization: Service delivery in elevator industry is a team effort. As right from service sales executive to all other cross functional departments are involved to create a delightful service for elevator service users. Provider Table 7p.2
S.NO. FUNCTION RESPONDENT PERCENTAGE
1 SELLING 3 9%
2 DESIGN & DEVELOPMENT
3 9%
3 SERVICE DEPARTMENT
21 67%
4 MANUFACTURING 3 9%
5 OTHERS 2 6%
TOTAL 32 100%
Observations: Major portion of our respondents are elevator service department personnel to have more facts on elevator after sales services in our research study. Comments: The goals of Quality of elevator after sales services to elevator service users calls for "cross functional efforts cutting horizontally" across the whole organization. Top management alone can not achieve goals. Suggestions: All the activities in the organization can be looked as "Process" and has control points, acceptance criteria, efficiency rating and effectiveness mapping.
2333
21
6%9%9%9%
67%
0
5
10
15
20
25
SELLING DESIGN &
DEVELOPMENT
SERVICE
DEPARTMENT
MANUFACTURING OTHERS
0%
10%
20%
30%
40%
50%
60%
70%
80%
Age: Elevator service delivery process involves dynamism and majority of the elevator service examiners and engineers needs to travel from one building fragments for to another building frequently. Provider Table 7p.3
S.No. AGE RESPONDENT PERCENTAGE
1 18 TO 25 2 6%
2 26 TO 30 18 56%
3 30 TO 45 6 19%
4 46 TO 55 4 13%
5 55 &ABOVE 2 6%
TOTAL 32 100%
Observations: Our sample revels that majority of respondents in elevator service delivery process are in the age group of 26 years to 45 years(75%) Comments: Age dynamics plays major role in the elevator service delivery speed. Here experience in elevator service also plays major role so age and experience balance is a must. Suggestions: Service engineers in age from 20to 45 effective in elevator service delivery process. Also they should be given continuous exposer to new elevator technology, customer handling etc.
24
6
2
18
56%
6%
13%19%
6%
0
2
4
6
8
10
12
14
16
18
20
18 TO 25 26 TO 30 30 TO 45 46 TO 55 55 &ABOVE
0%
10%
20%
30%
40%
50%
60%
GENDER: is no bar in elevator service delivery process. Any certified elevator service personnel can provide elevator services under organization or Umbrella agency. Provider Table 7p.4
S. No. GENDER RESPONDENTS PERCENTAGE
1 MALE 29 91%
2 FEMALE 3 9%
TOTAL 32 100%
Observations: Majority is male in elevator after sales service. Comments: Elevator after sales service involves lots of traveling; long working hours; rejection from customers etc. Suggestions: Hiring female in elevator service delivery process should not be restricted on the grounds of traveling; long working hours; rejection etc. from elevator buyers/users. As female can be effective in elevator care.
3
29
91%
9%
0
5
10
15
20
25
30
35
MALE FEMALE
0%
20%
40%
60%
80%
100%
Income : Income here is a price tag attached to various people involved in elevator after sales services. Provider Table 7p.5
S. No. INCOME RESPONDENTS PERCENTAGE
1 100000 TO 150000 4 13%
2 151000 TO 250000 19 59%
3 250000 TO 399000 8 25%
4 400000 AND ABOVE 1 3%
TOTAL 32 100%
Observations: Majority of the respondents found during research are having annual income above 1,50,000/- I.e.84% Comments: Considering present Pune market; Elevator Companies or Agencies are compensating reasonable to their service personnel. As compare to other capital goods service company the compensation in elevator industry is less. Suggestions: Considering specialty of elevator service job; elevator service provider organization should review compensation to brilliant elevator service engineers
1
8
4
19
3%
25%
13%
59%
0
2
4
6
8
10
12
14
16
18
20
100000 TO 150000 151000 TO 250000 250000 TO 399000 400000 AND ABOVE
0%
10%
20%
30%
40%
50%
60%
70%
PRODUCT: from elevator service providers context is elevator passenger or load capacity; no. of floors; elevator speed; elevator electronics controller system, elevator doors type etc. are product specifications to be offered to buyers. As elevator product falls under capital goods and elevator product offer include supply of elevator materials installation and commissioning of elevator and after that regular service. Lessons learned from breakdown: Whenever elevator "stops functioning" is "breakdown" or "Turn back". Reasons for breakdown can be mechanical, electrical, electronics, Power or misuse. Provider Table 7p.6
S. No. RESPONSE RESPONDENT PERCENTAGE
1 YES 28 87%
2 NO 4 13%
TOTAL 32 100%
Observations: From the above table it can be seen that 87% of the elevator service provider agrees that lessons learned from elevator breakdown can improve efficiency / effectiveness of equipment. Comments: Agreement on learning from elevator service breakdown vs. improving efficiency /effectiveness of equipment is positive sign but further question is seriousness in taking actions to really improve situations. Suggestions: Effective actions or decisions are based on analysis of data and information. Management must not take adhoc decisions. There must be application of Quality Management knowledge.
28
4
13%
87%
0
5
10
15
20
25
30
YES NO
0%
10%
20%30%
40%
50%
60%
70%80%
90%
100%
Total preventive maintenance (TPM) Plan: is an annual plan to maintain elevator on basis of elevator codes or it can be need based TPM plan. As aim of TPM is to maximise efficiency and effectiveness of elevator equipment. It involves routine checks, corrections, improvements and housekeeping. Provider Table 7p.7
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 30 94%
2 NO 2 6%
TOAL 32 100%
Observations: From the above table it can be seen that 94% of elevator service providers agrees that they have total preventive maintenance plan for elevator equipment under AMC or Guarantee period or free service period. Comments: Positive signs on total preventive maintenance plan but quality of TPM has relation with nos. of elevator breakdown; customer complaints; cost to service provider etc. Suggestions: TPM is key process and service provider must add … (i) Check Points: to measure the progress. (ii) Check sheets : A simple data recording papers. (iii) Check List : A tool to ensure that all important TPM related steps or action have been taken.
2
30
94%
6%0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Feedback: Systematic feedback to cross functional teams like manufacturing; marketing, R&D etc. is important to improve the customer experience regularly. Provider Table 7p.8
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 11 34%
2 NO 21 66%
TOTAL 32 100%
Observations: From the above table it can be seen that 66% of cases cross functional team in elevator service company or agency not getting the systematic feedback on elevator performance; product issues; customer needs or complaints etc. Comments: The ultimate goal of service organization is to improve quality, reduce cost and improve scheduling (quantity and delivery). Here team efforts and continuous positive actions by cross functional team is major factor of success. Suggestions: Company wide feed back system (CWFS) - A system of continuing interaction among all elements; including suppliers shall be responsible for continually improving elevator performance and after sales services that satisfies customer demand.
21
11
66%
34%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Continual Improvements: Should be a permanent objective of the organization, it involves people, process and users or customers. The continual improvement is ongoing improvement of Products, services or process through incremental and breakthrough improvements. Provider Table 7p.9
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 26 81%
2 NO 6 19%
TOTAL 32 100%
Observations: From the above table it can be seen that 81% service providers agreeing that they continuously update products they supply. Only 19% service provider is in static zone. Comments: Continual improvement is fundamental to last long in service business. Both incremental and breakthrough improvement encourages by using improvement tools, techniques and learning with the organization and through external benchmarks. Education and training reinforce this role for everyone in the organization. Suggestions: Deploy service system whereby customer requirements; known as "true quality characteristics" are translated in to elevator designing characteristics, and then deployed into sub-systems like components; part and production process to continually update products precisely as per the customer needs.
26
6
19%
81%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
PRICE: Is the critical "P" for service providers; as it determines the revenue for the organization. Price has several components and usually are three major criteria in service pricing - cost; competition, objection, strategic or tactical. Cost effective price option: Means tailoring the service price based on service buyers, use; budget and service demand. Provider Table 7p.10
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: 91% of service provider respondents feels that their formal or informal services options are cost effective for both parties. Only small portion of service provider respondents feels other way. Comments: Elevator service provider offers various types of AMCs like comprehensive services; partly comprehensive services; only maintenance type of services etc. and feels that their options are cost effective but actual cases other way. There is scope to bridge this perception gap. Suggestions: Elevator service provider must justify "value for money" in terms of excellent services and make sure that formal or informal options offered to elevator service buyer are cost effective.
3
29
9%
91%
0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Systematic enquiry on why customer not buying services: Knowing customer is very important step in updating service strategies. Here Systematic enquiry on why customer not buying is from many points like service specification; price; people, response etc. Provider Table 7p.11
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 13 41%
2 NO 19 59%
TOTAL 32 100%
Observations: From above table it can be seen that 59% service providers don't enquire systematically on service buyers who are not buying services from their organization. As 41% service provider respondents confirmed systematic enquiry on lost customers and customers not buying their services. Comments: It takes more than just basic customer service to keep current customers and attract new ones in highly competitive elevator service industry. There is no right way to talk to customers. Each customer is different. Every problem is different. Learn to anticipate problems. If service provider listen to people and look for patterns; can read customers mind. Suggestions: Elevator service provider should use voice of customer (VOC) methods like surveys, ideas meetings; service testing, formal observation and ghost shopping to have clear reasons for loss of elevator service business and workout service strategy.
19
13
59%
41%
0
2
4
6
8
10
12
14
16
18
20
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
SERVICE LOGISTIC: is delivery process of elevator service providers to elevator users. Involves decision about what, when, where and how about services. The rapid growth of internet and mobile technology has given new dimensions to elevator service delivery process. Service Records: Includes information and documentation about service specification, documentations, benchmarks etc. to explain elevator service buyers and actual service users. Provider Table 7p.12
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 27 84%
2 NO 5 16%
TOTAL 32 100%
Observations: From the above table, it can be observed that 84% of service providers are confirming that they have information and documentation readily available for rendered services as and when needed. Comments: On face value service record management looks alright but on other side as and when service record demanded; service provider buying time to come back. Suggestions: Introduce value stream mapping record and information: Creating a visual picture of the "current state" of how materials and information flows from organization to customers. Total lead-time, process cycle times and value added times are measured. The future state is created based on organisation objectives of information and documentation lead time.
5
27
84%
16%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Hot line : is a concept launched by major service providers for elevator service users. As and when there is an emergency service needed; elevator service user calls up "Hotline". Provider Table 7p.13
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 31 97%
2 NO 1 3%
TOTAL 32 100%
Observations: From the above table; it can be observed that 97% of service providers are confirming hotline for elevator service users who need fast help. Comments: Hotline benefits to elevator service users still in developing stage. There is a need to rework on hotline response process and actions after customer call. Suggestions: Visible management from service provider to spread availability of elevator hotline. The presentation of a wide variety of information to elevator buyers/users on Hotline to have optimum use and improve effectiveness
1
31
3%
97%
0
5
10
15
20
25
30
35
YES NO
0%
20%
40%
60%
80%
100%
120%
Unsatisfied Customers: are elevator service users who finds the problems, discomfort or worried while using elevators. As they are not satisfied with current practices or actions of elevator service providers. Provider Table 7p.14
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 21 66%
2 NO 11 34%
TOTAL 32 100%
Observations: From the above table, it can be observed that 66% of respondents from elevator service provider agrees that their organization able to give special treatment to unsatisfied elevator service users. Comments: An end user who pays for service delivered by the service provider; thus generating revenue for the organization. The goal of elevator service provider is to see that they must be always focused on good after sales service. Suggestions: Everyone talks of special treatment to unsatisfied customers, but very few really understand their customer needs/expectations. There should be "Genuine focus to help unsatisfied customers" through effective listening; personal visits ; think as an extension of customer staff on an ongoing basis.
11
21
66%
34%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Service Communication: is process of passing timely information to elevator service users on service logistics; start and end plan of needed services; co-operation required from service users etc. Provider Table 7p.15
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 19 59%
2 NO 13 41%
TOTAL 32 100%
Observations: From the above table it can be seen that 59% of respondents agreeing that they keep elevator service users up-to-date when service is interrupted but 41% of respondents don't agree the same is cause of concern. Comments: When elevator service users don't know when elevator will restart, they may object the situation or can log in a major complaint on ignorance or discontinue the service agreement. Suggestions: Elevator users/buyers should be taken in to confidence when service is interrupted and communication should be very clear in terms of plan-do-check and act. (PDCA). Here organization can keep water spiders, who are experienced service engineers and capable to put elevator on move with shortest time.
13
19
59%
41%
0
2
4
6
8
10
12
14
16
18
20
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Extra Efforts: is a backup on actions in elevator service delivery process to maintain good services when things go wrong. Extra effort requires empowerment; a condition in which employees have the authority to make decisions and take actions in their work areas without prior approval. Provider Table 7p.16
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 23 72%
2 NO 9 28%
TOTAL 32 100%
Observations: From the above table, it can be observed that 72% of respondent agrees that they take extra effort to maintain a good after sales service when things go wrong. Comments: Certain situations like people trapped inside elevator; sick person; old age people, disable people - in the building needs immediate service and extra effort in restoring elevator service faster gives extra lead to elevator service providers. Suggestions: Use flexible manning (FM) when things go wrong. FM is a way of managing person power on the service line such that when service demand decreases, service engineers can be re-deployed to areas where needed or when demand increases, they can be deployed to areas requiring additional support.
9
23
72%
28%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Service Reliability: Is strength of service delivery process to users. Here reliable service from users point of view is that they can depend or positively count on realization of service commitments given by elevator service providers. Provider Table 7p.17
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 11 34%
2 NO 21 66%
TOTAL 32 100%
Observations: From the above table, it can be observed that 66% of respondents don't consistently seek comments from service users on reliability of their services; only 34% portion of service provider does the same. Comments: Customer comments on reliability of services is "valuable inputs" and immediate corrections after listening to customer improves reliability of elevator service provider. Suggestions: Elevator service provider engineers need to visit customer every time when they visit elevator building to improve feedback on service reliability. Also service engineer should remember that he/she is responsible for own learning and self development.
21
11
34%
66%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Internal Communication: Is process of communicating within the organization; it also involves passing customer feedback and comments to appropriate person or authority. Provider Table 7p.18
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 17 53%
2 NO 15 47%
TOTAL 32 100%
Observations: From the above table it can be observed that 53% of respondent actively use customer feedback and comments back to the appropriate person or authority. Here 47% not active in internal communication is area of concern. Comments: Actively using customer feedback to correct situation need involvement of organization team members and superiors . Any gap in internal communication can impact adversity to service delivery process. Suggestions: Service provider must appoint Director - customer defender to have effective customer feedback and can pass comments to appropriate person or authority.
17
15
53%
47%
14
14.5
15
15.5
16
16.5
17
17.5
YES NO
44%
46%
48%
50%
52%
54%
Individual Performance: is personal contribution to organization in achieving it's objectives. Individual performance is function of experiences; skills; physical strength, network; organization support etc. Continuous improvement in performance is " key" to survive long in the organization. Provider Table 7p.19
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 17 53%
2 NO 15 47%
TOTAL 32 100%
Observations: From the above table, it can be seen that 53% of respondents agrees that they use the ideas and experiences of colleagues to improve their performance while balance respondents don't follow. Comments: Learning from others; using internal customers ideas and experience is very important for any individual who is in service delivery process; as this is the shortest route to improve individual efficiency and effectiveness in after sales service. Suggestions: Service provider must create environment of team work. As a service provider, succeed or fail as a team and each member of team must be firm believer that he/she is responsible for own learning and self development.
15
17
53%
47%
14
14.5
15
15.5
16
16.5
17
17.5
YES NO
44%
46%
48%
50%
52%
54%
Service Inventory: is the awareness like elevator major and minor spare parts; consumables; service engineer tools etc. to render efficient and effective service. It is very important for service provider that their equipments (tools) and supplies (inventory) are available up-to-date and in good working order. Provider Table 7p.20
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: From the above table, it can be seen that 91% of service provider confirms that they are focused on service inventory to render efficient and effective elevator after sales services. Comments: Focus on service inventory is good part of elevator service industry, point here is systematic and scientific management of equipment and supplies to have zero complaints from elevator service users. Suggestions: Service Provider must apply factual approach to inventory management . Inventory logistics, stocking should be based on analysis of data and information; and should not take adhoc decisions.
29
3
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Abnormal and Unexpected workload: Here abnormal workload in elevator industry is heavy traffic in vertical transportation and long waiting due to some party; conference.. Or any mass public activity in the building. Unexpected workload in elevator industry is high numbers of service calls due to seasonal impact like heavy rain, high temperature, earthquakes etc. Provider Table 7p.21
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 26 81%
2 NO 6 19%
TOTAL 32 100%
Observations: From the above table it can be seen that 81% of respondents showing positive signals that their organization is capable to make positive responses to meet abnormal and unexpected workloads by elevator service users. Comments: Real test is meeting abnormal and unexpected workloads by elevator service users. Suggestions: Elevator service provider should implement flexible manning A way of managing, meeting abnormal and unexpected workloads.
6
26
81%
19%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Service Provider experience: Is collection of normal and abnormal demand of elevator service users and this analysis of data is very important aspect for elevator service provider to meet the known demands of future workloads in the elevator buildings. Provider Table 5P:7p.22
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 21 66%
2 NO 11 34%
TOTAL 32 100%
Observations: From the above table it can be seen that 66% of respondents agreeing that their organization users previous experience of elevator services to make plans to meet the known demands of elevator users future workloads. Comments: Major portion of elevator service provider have service data on demands but still there is gap on capabilities to cope with elevator users future workload and revised service specifications. Suggestions: Service provider must go for review meetings with service engineers weekly to collect experiences and work out plan -do-check-Act (PDCA) service cycle to have full confidence to cope up with known demands of future elevator after sales services.
11
21
66%
34%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
PROCESS: Any repetitive action in manufacturing or services, that involves transformation of inputs in to an outputs. In manufacturing or service organization that produces the good or services for external customers on which the organization depends for its survival. All process in organization do not have equal importance - but some process are more important than other due to their impact on organization results. These are key (core) processes. The other process called supporting processes, are those process help core business to "exist; operate, thrive" Service Standards: are elevator after sales service specifications like TPM schedule; breakdown response; spares replacements; uptime policies etc. As service standards are part of Annual maintenance contract(AMC) Service standards serves as guidelines enabling service provider to perform their work in the easiest, healthiest and safest way to delight elevator service users. Provider Table 7p.23
S. No. TYPE RESPONDENTS
PERCENTAGE
1 YES 24 75%
2 NO 8 25%
TOTAL 32 100%
Observations: From the above table it can be seen that 75% of respondents agreeing that their organization have defined service standards which clearly state what customer should receive in terms of services. Comments: Defining service standards and service processes is half the job but to make sure that what we defined and worked service processes must be experienced in "ditto" by elevator service users. Any "gap" in this aspects can cause dis-satisfaction. Suggestions: Service Provider must go for regular audits to have check on set service standards. Also customer service process must be reviewed regularly for improvements in line with audit gaps and customer feedbacks.
8
24
75%
25%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Quality Process: In terms of elevator service industry is response time; communication with users; feedback analysis and actions, elevator uptime; continuous improvements; zero defects with focus on customer satisfaction. Provider Table 7p.24
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 32 100%
2 NO 0 0%
TOTAL 32 100%
Observations: From the above table it can be seen that 100% respondents indicating "yes" to quality process in place. This indicates "positives" from elevator service providers and know value of quality of elevator service; which impacts their bottom line. Comments: 100% affirmation on Quality process in place is promising to future of Quality service in elevator industry but any side tracking of quality process is fatal. Suggestions: Quality is an idea which changes with time. It is a reception; a moving target. Quality process must be reviewed at regular interval to have unprecedented breakthrough in elevator services to users. Aim should be control over service process; provoke breakthroughs, and organize for continuous improvement.
0
32
0%
100%
0
5
10
15
20
25
30
35
YES NO
0%
20%
40%
60%
80%
100%
120%
Critical to Quality (CTQ): Elements of Quality that significantly affects the service output. The CTQ characteristics of service are those factors or elements which have major impact on the satisfaction of the customer. Provider Table 7p.25
S. No. TYPE RESPONDENTS PERCENTAGE
1 Zero Defects 13 14%
2 Response Time 32 33%
3 Continuous Improvement
15 16%
4 In Time Delivery 4 4%
5 Customer Satisfaction
32 33%
TOTAL 96 100%
Observations: From the above table it can be seen that 66% of respondent CTQ is response time and customer satisfaction. As important CTQ – continuous improvements, zero defects are on back seat. Comments: To survive long in market "continuous improvements" is must to realize long term customer satisfaction; improved response in service, zero defects and in time delivery. Suggestions: Elevator service process should be aligned with critical to quality parameters and there should be regular review of CTQ with respect to elevator after sales services to users.
32
4
15
32
13
14%
33%
16%
33%
4%
0
5
10
15
20
25
30
35
Zero Defects Response Time Continous
Improvement
In Time
Delivery
Customer
Satisfaction
0%
5%
10%
15%
20%
25%
30%
35%
Service Quality Planning: Is list of activities to be performed in elevator after sales service. As service quality planning is used describe long and medium range management priorities, as well as annual goals or targets on quality. To achieve service quality planning agenda; resource allocation in terms of men, money, material methods etc. are integrated. Provider Table 7p.26
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 4 13%
2 NO 28 87%
TOTAL 32 100%
Observations: From the above table it can be seen that 87% of respondents disagree on systematic enquiry to managers to answer what will he/she do for service quality planning and accordingly resource allocation. Comments: To realize service excellence; service quality planning and resource allocation goes hand to hand. Any "gap" in planning component or resource allocation impacts bottom-line of the organization. Suggestions: Service provider must start implementing ISO9001-2000; six sigma; kaizens etc. to have focus on service quality and resource allocation.
4
28
87%
13%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Employees involvement in service quality: Each and every member of organization should be fully involved in service quality. Every employee (even if not frontline) should know company service quality specifications per customer segment. Provider Table 7p.27
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: From the above table it can be seen that 91% respondents agreeing on their every employee knows about company service quality definition per customer agreement. Comments: One of the key challenge is building strong service Quality mindset and culture across the organization. One has to keep evaluating whether or not, an employee are fully involved in delivering quality of service to users. Suggestions: Consistency in leadership, continuous involvement of people with mutually beneficial relationship is "core" of successful customer focused organization. Service quality definition per customer segment and their abilities to be used for organization benefits.
3
29
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
20%
40%
60%
80%
100%
COMPLAINS, ROOT CAUSE AND GAPS: Complaint is disagreement by customer to service provider; it can be due to service output not within acceptable customer limit or not confirming to service specification. Every customer complaint has to be used as a learning opportunity leading to specific corrective and preventive actions. Every customer complaint must be analysed in line with root cause analysis and clear gaps must be identified. Complain handling method: Is process of systematically receiving and analysing customer complaint and acting immediately to correct the complaint logged in by users. Provider Table 7p.28
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: 91% of respondents indicating that their organization have service complaint handling system. Comments: Key challenge is building effective and efficient complaint handling system in elevator service. Suggestions: Elevator service provider must pay attention to details just because you got it right today, doesn't mean it's going to be right next week or next year – you have to keep paying attention to customer complaint and regular RRCA with success stories.
3
29
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
20%
40%
60%
80%
100%
Efficient complaint handling methods: Means complaint handling with detail plan of actions and solving the complaint in reasonable (as per customer) time. Provider Table 7p.29
S. No. TYPE RESPONDENTS
PERCENTAGE
1 YES 11 38%
2 NO 18 62%
TOTAL 29 100%
Observations: From the above table if can be seen that 62% respondents feels that their service complaint handling method is not efficient. Comments: Inefficiency of service complaint handling is "major gap" and it can badly impact service providers reliability and bottom-line. Suggestions: Elevator service provider must apply system approach to make complaint handling method efficient. System approach means identifying; understanding and managing the inter-related elevator after sales service processes as a system, improved the organization's effectiveness and efficiency.
18
11
62%
38%
0
5
10
15
20
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
Gap: is under performance by service provider in terms of customer expectation or committed service specifications to elevator service buyer. Gap between the services promised and actual performance, if positive results in to customer delight but if gap is negative then chances of renewal of next services to service provider is very less. Provider Table 7p.30
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 9 28%
2 NO 23 72%
TOTAL 32 100%
Observations: 72% of elevator service providers not feeling that gap exists between services promised and services rendered while 23% feels some "gap". Comments: Believing "no gap" in services promised and service rendered must be cross checked with actual elevator users. Service providers must pay attention to details. Just because you got it right today, doesn't mean it's going to be right next week or next year - keep paying attention to details. Suggestions: Elevator service and providing promised quality service is the whole reason for existence for any elevator service providers. Here suggestion is to implement elevator promised services indicators concept - (EPSI) meaning recording promised vs. actual and continuously measure gaps and improve to customer needs.
23
9
28%
72%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Quality: Is a relative term, generally used with reference to the end use of a product. In our research study quality means complying elevator service specifications promised to elevator service buyer. Provider Table 7p.31
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 27 84%
2 NO 5 16%
TOTAL 32 100%
Observations: From the above table it can be seen that 84% of respondents believe, in organization quality come first even at the expense of schedule and cost. Comments: There should not be compromise on after sales service quality even at the expense of schedule and cost; any short cut can impact service provider in terms of rework; safety hazards, loss of customer etc. Suggestions: Think of safety as a state of mind. The safety of passengers should be at the forefront of all elevator. Maintenance service contracts and all benchmark standards. Look for a elevator service provider that includes safety among its core business philosophies. Don't settle for less when the safety of your elevator passengers is at stake.
27
5
84%
16%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Unemotionally capturing service users complaints: Meaning "look at problem/process not to person" for understanding real complaint. Provider Table 7p.32
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 8 25%
2 NO 24 75%
TOTAL 32 100%
Observations: From the above table it can be seen that 75% of respondent feels that their organization is emotional in capturing service customer complaint data and analysis. Comments: To have unbiased actions and future planning service provider must capture unemotionally service customer complaint data and analyze. Suggestions: Effective decisions are based on capturing unemotionally service complaint data, analysis of these data and information. Service provider must train all their staff members to have factual approach to decision making.
24
8
25%
75%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Standardized method of solving service customer problem: Means formal procedure of closing service customer complaint with clear authority; responsibility and response time. Provider Table 7p.33
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 3 9%
2 NO 29 91%
TOTAL 32 100%
Observations: From the above table it can be seen that 91% of respondents feels that their organization don't have standardize method of solving elevator users problem. Comments: Service provider solve the users complaint as and when it comes as there is no formal path to act systematically on elevator users complaints. Suggestions: Service providers must learn from other service industries on how to standardize method of solving elevator service users problems / complaints.
29
3
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Lost Customer: Are elevator service buyers who shifted AMC to competitor. As reason for shifting or cancellation of AMC by elevator can be poor response, price motivation or other reasons. Provider Table 7p.34
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 23 72%
2 NO 9 28%
TOTAL 32 100%
Observations: From the above table it can be seen that 72% of respondent knows why elevator service buyer went to competitor . Here 28% respondent not fully aware why service buyer shifted to competitor is area of concern. Comments: Adhoc process of taking customer feedback and half hearted action gives feeling to service provider that they knows why customer went to competitor but actual case can be different. Suggestions: Basic root cause can be, customers unable to value importance of elevator maintenance. Here regular communication and education to users on elevator safety and quality is must from service providers. Also service provider staff should have good relationship with key decision makers/influences of elevator building.
9
23
28%
72%
0
5
10
15
20
25
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Service Schedule: Is planned TPM of elevators - data wise, month wise, building wise includes which service examiner will perform " what", "when", "where" "how" etc. Provider Table 7p.35
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 27 84%
2 NO 5 16%
TOTAL 32 100%
Observations: From the above table it can be seen that 84% of respondent feels that meeting service schedule is very important and don't have time to address root cause while small percentage thinks other way. Comments: Without proper root cause analysis one cannot assure efficient and effective elevator after sales services to users. Only focusing on timely service will give good feeling to elevator service buyers but not spending time on root cause analysis and corrective, preventive action will result in to higher numbers of breakdown. Suggestions: Cost of poor quality is very high and service provider must implement total quality management in delivering elevator after sales services to users.
5
27
84%
16%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Major problems while rendering services: Providing services with quality to elevator users is continuous activity and service provider faces many hurdles. Major problems while rendering services can be users cooperation; power supply to equipment; availability of customer etc. Provider Table 7p.36
S. No. TYPE RESPONDENTS PERCENTAGE
1 Client Cooperation 9 9%
2 Power Supply 27 28%
3 Frequent changes in clients structure
32 34%
4 Availability of service users
28 29%
TOTAL 96 100%
Observations: From the above table it can be seen that major problem in rendering service - 34% is frequent charges in elevator buyers structure; 29% is availability of service users, 28% is power supply availability other wise majority of the users are cooperative in elevator service delivery process. Comments: Here controllable part is fixing precise time table in rendering services to make sure on availability of service users and equipment power supply. Suggestions: To cope up with client structure; elevator service provider must develop a good record keeping system and regular touch with elevator building committee. On power supply front; elevator service provider can sell UPS or battery backup or recommend elevator buyers for Gen. Set in the building.
2832
27
9
29%
34%
28%
9%
0
5
10
15
20
25
30
35
Client Cooperation Power Supply Frequent changes in
clients structure
Availability of
service users
0%
5%
10%
15%
20%
25%
30%
35%
40%
SERVICE: is an act or performance one person performs to another, essentially intangible, its physical production may or may not tie up with physical product and does not result in to ownership. In elevator industry; elevator service refers to TPM and breakdown maintenance. Aggressive Goals: A dramatic, near immediate and significant improvement. An aggressive goal can represent improvement of 60% to 80% Provider Table 7p.37
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: From the above table it can be seen that 91% of respondent confirms that their organization have aggressive goal to improve customer service for elevator equipment. Comments: The three goals of quality, cost and scheduling, that are key to customer satisfaction. Customer require all three - high quality, low cost and on time service. All three go to make up the customer's appraisal. Suggestions: Elevator service provider should focus more on service execution-visibility, effective breakdown services and continuously monitoring customer perception to have aggressive goals to improve elevator after sales service.
3
29
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Legend: A motivational part handed down from the past or some symbols. Legend helps building up high moral of service organization. Provider Table 7p.38
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 8 25%
2 NO 24 75%
TOTAL 32 100%
Observations: From the above table it can be seen that 75% of respondent don't know legends about customer service in their organizations. Comments: "Legends" in customer service is very important aspect to keep team in high morale and focused on long term service goal of organization. Suggestions: Elevator service providers must start "Legend philosophy" to have positive impact on service business and internal customer satisfaction.
24
8
25%
75%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
Customer - always right : An end user who pays for service delivered by organization, thus generating revenue for the company . The goal of good organization is to "continually delight" this customer and have philosophy that customer are always right, thus creating "an increasing affection" for its services. Provider Table 7p.39
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 29 91%
2 NO 3 9%
TOTAL 32 100%
Observations: From the above table it can be seen that 91% of respondent agrees customer is always right and is positive sign of after sales service in elevator industry. Comments: Customer considered to be always right but adhoc process of taking customer feedback is cause of concern from customer satisfaction point of view. Suggestions: To have long term service contract with elevator service users organization must continuously conduct elevator buyers/users survey and to prove point that customer is always right.
3
29
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%10%20%30%40%50%60%70%80%90%100%
Customer Club: Is formation of groups of elevator users. Members of customers club can be elevator users ; Society Managers; Secretary, President and also Maintenance Department ,Engineers and Consultants Provider Table 7p.40
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 0 0%
2 NO 32 100%
TOTAL 32 100%
Observations: From the above table all the respondent indicates that there is no customers club or users club formed by their organization. Comments: Voice of customer is very important to improve after sales services in elevator industry. As voice through customers club or users club can be timely input for the organization. Suggestions: Elevator service provider must start elevator club and explore all the avenues to have effective interaction and ultimately improvement in elevator after sales services.
32
0
100%
0%0
5
10
15
20
25
30
35
YES NO
0%
20%
40%
60%
80%
100%
120%
Customer Surveys: Organization sends their representative with set of standard questions to customer once or twice a year for the feed back. Most of the professional organization conducts regular customers survey. Provider Table 7p.41
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 25 78%
2 NO 7 22%
TOTAL 32 100%
Observations: From the above table it can be seen that 78% of respondent agrees that their organization regularly undertake customer satisfaction surveys. Comments: When customers are asked if they like a new offering, they may lie. They may not want to hurt anyone's feelings or they may just want to avoid an argument. There is need to go beyond traditional way of customers satisfaction survey. Suggestions: Elevator service provider must go beyond traditional ways of customer satisfaction surveys. Here service provider can use concept of "Ghost Shopping" "Focus group interaction" etc. to have realistic outcomes.
7
25
22%
78%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Training: Is process of explaining; demonstrating and clarifying elevator use, elevator functions, elevator control systems etc. Service Customer Training: Explaining do's and don'ts of elevator to users with aim to break the fear of elevator travel. Provider Table 7p.42
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 3 9%
2 NO 29 91%
TOTAL 32 100%
Observations: From the above it can be seen that 91% of respondents disagrees on service customer training in their organization. Comments: Big opportunity for elevator service providers to spread elevator training to users and raise service standard and bottom line. Suggestions: Elevator service provider must start elevator users basic training modules to have effective use of vertical transportation in the building.
29
3
91%
9%
0
5
10
15
20
25
30
35
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Training charges: Is cost to elevator service buyer on acquiring elevator usage knowledge. Provider Table 7p.43
S. No. TYPE RESPONDENTS
PERCENTAGE
1 Rs. 1000 to 5000 per programme
0 0%
2 Rs. 5000 & above 0 0%
3 No Charges 32 100%
TOTAL 32 100%
Observations: From the above table it can be seen that 100% of respondents indicates that they don't charge any thing for service customers training. Comments: When there is no charges for training so it is not a focused area either way. Suggestions: Big scope for elevator service provider to enter in to users training and earn money. Also service provider can push vertical transportation theory in engineering education.
0 0
32
100%
0%0%0
5
10
15
20
25
30
35
Rs. 1000 to 5000 per
programme
Rs. 5000 & above No Charges
0%
20%
40%
60%
80%
100%
120%
Content of training : Means detail instructions for elevator users with specified objectives. Provider Table 7p.44
S. No. TYPE RESPONDENTS PERCENTAGE
1 Basic 3 100%
2 Advanced 0 0%
TOTAL 3 100%
Observations: From the above table it can be seen that 100% of respondent indicates that their training to service customer is basic. Comments: Basic training is enough for residential users but service provider can think advanced training for institutional and industrial users. Suggestions: Elevator service provider should take help of professional instructional designers and experienced trainer to have effective elevator training modules.
0
3
0%
100%
0
0.5
1
1.5
2
2.5
3
3.5
Basic Advanced
0%
20%
40%
60%
80%
100%
120%
Incentives : Means "Motivation", "Benefits", "Some thing extra" or discounts to elevator service buyers offered by service providers. Provider Table 7p.45
S. No. TYPE RESPONDENTS PERCENTAGE
1 YES 4 13%
2 NO 28 87%
TOTAL 32 100%
Observations: From the above table it can be seen that 87% of respondent indicated that their organization don't have formal incentive schemes for service customer. Comments: Opportunities for elevator services provider to chart out detail "promotion mix" to offer incentives to elevator service buyers and create win-win-long service relationships. Suggestions: Opportunities for elevator service provider to start with service customer incentives schemes like long service contracts at lowers rates; free spares; 24 x 7 services; tall free nos.; club memberships; advertisement in elevator car etc.
28
4
13%
87%
0
5
10
15
20
25
30
YES NO
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
OTHER
SERVICE EXCELLENCE
Please give three things that your organization should
start doing, stop doing and continue doing for elevator users.
A Start Doing
1 Elevator Health Card
2 Do's and Don’ts training for elevator users
3 Effective elevator breakdown services
B Stop Doing
1 Short commitment on repair timings
2 Ignoring elevator users requests
3 Delaying on supply of elevator spares
C Continue Doing
1 Emergency mantrap services
2 Timely elevator T.P.M.
3 Improving elevator up time
NOTE:
Recorded most common feedback from respondents in start
stop and continue doing in elevator after sales service.
___________
