customer service group of electrical & … · customer service group of electrical &...
TRANSCRIPT
Presented By:
SHARIFAH JUSOH
Principal Testing Executive/
Customer Service Group
Electrical & Electronics Section
Testing Services Department
October 2012
SIRIM Berhad, Penang Branch
CUSTOMER SERVICE GROUP OF
ELECTRICAL & ELECTRONIC SECTION
Introduction
CSG – Functions
Application Requirements
CSG – Challenges
Conclusion
CONTENTS
INTRODUCTION
WIRING ACCESSORIES II LAB
-MCB,RCCB, - Power tool,
- Wet battery & IP Test
SECRETARIAT
&
WIRING ACCESSORIES I Lab -Plug
-Socket outlet -Switches
Material test
-ball pressure test -glow wire test -tracking test
LAMP & ACCESSORIES LAB -Lighting & accessories
-Ballast -Starter
-Road Lighting -KELUAR sign / EMERGENCY
Exit
Consignment Lab
All imported products under ST
approvals
HEAD
AV & LIGHTING GROUP WIRING ACCESSORIES & IPM
GROUP DOMESTIC APPLIANCES GROUP
DOMESTIC II LAB -Fan
-Vacuum cleaner Rice Cooker
-Iron - Heating appliances
-Fan (performance test)
AUDIO/VIDEO & ELECTRONIC LAB
-Audio/video products -IT & Comm Equipment
-Medical Equipment -Laboratory Equipment
- Fire Protection Equipment
DOMESTIC I LAB -Refrigerator -Water heater
-Washing Machine -Water Dispenser
ENERGY EFFICIENCY -Refrigerator -Air condition
QUALITY, OHSE & ICC
CABLE -LV Cable,
- MV/ HV cable
OPERATION & TECHNICAL
CUSTOMER SERVICE GROUP
(Apr 2012)
INTRODUCTION – EEST ORG. STRUCTURE
About CSG:
* Started operation on 2nd April 2012
* Operate at Building 9, 11 & 12
* Handle enquiry and technical discussion & Issue
Quotation
Why EEST has its own CSG?:
* In response to client’s need &
* For faster service delivery & faster response
INTRODUCTION – CUSTOMER SERVICE GROUP
CSG – FUNCTIONS
1) To provide technical support for any test application
including;
a) Have Technical discussion prior to test application
b) Provide Guidance on necessary document and items
required for application
c) Update applicant on progress of testing if necessary
d) Assist client in interpreting and understanding test reports
e) Assist client in checking validity of foreign test report
CSG – FUNCTIONS
Cont’d
2) To be as “technical enquiry point” (e.g. Identify
relevant standards, Test requirements, Critical
Component & Certificates, Regulation, etc)
3) To issue quotation
4) To liaise with client in case of product failure or any
other abnormal occurrences during testing
5) To assist client in identifying relevant test to comply with
relevant regulatory requirement including those for
foreign countries
CSG – FUNCTIONS
TEST APPLICATION REQUIREMENTS
QUOTATION
APPLICATION
REVIEW & REGISTER
TESTING
ISSUE OF TEST REPORT
TEST REPORT
ENQUIRY
APPLICATION SUBMISSION
TEST APPLICATION: NEW PROCESS FLOW
A. Document:
• Application Form PP1
• Copy of Quotation & Required item checklist
* Product Information:
- Instruction Manual / Installation Manual / Product Brochure
- Circuit Diagram
- List of Critical Component & Material (CCM)
- Approval Certificates or Test Report for relevant CCM
- Technical Specification for relevant CCM B. Test Sample and Parts:
* Test Samples together with all accessories for normal
operation
* Relevant CCM
* Spare components
* Marking Plates C. Payment
TEST APPLICATION: REQUIREMENT
- AVE (Audio Video PRODUCT/EQUIPMENT)
- LAMP & ACCESSORIES
- HOUSEHOLD PRODUCTS (with Motor)
- HOUSEHOLD PRODUCTS (with Heating Elements)
- WIRING ACCESSORIES (Installation & Switches)
- WIRING ACCESSORIES (Switch Control Gears)
- ELECTRICAL MEDICAL EQUIPMENT
TEST APPLICATION: CHECKLIST
• EE Products/Equipment – wide range; rapid change in
technology • Application not completed with adequate required items
• Test samples submitted separately from Application
documentation
• Applicant fails to submit adequate information on similarities
and/or differences of the various models where tests are
normally conducted based on product grouping (e.g.
luminaires and switches)
• Information on product changes and/or modification not
accurate, resulting in inaccurate Quotation issued to client
• Applicant’s Representative from Non-technical (EE)
background
CSG: CHALLENGE
* In time, applicants will be familiar with application
requirements and complete application package
submitted
No delay in testing process due to inadequate application
package.
* CSG personnel handled enquiry and applications full
time
Laboratory personnel can concentrate on doing testing
jobs only.
* Faster & More efficient communication to Customer
Discrepancies/abnormalities occur during testing is
informed to client promptly.
CONCLUSION: CSG – WAY FORWARD
Inquiries / Contact
Sharifah Jusoh +603-5544-6266 [email protected]
Faizal Hakim +603-5544-5093 [email protected]
Mohd Adly Mohd Arif +603-5544-5171 [email protected]
EEST CUSTOMER SERVICES GROUP
Electrical & Electronic Section (EEST) Testing Services Department SIRIM QAS International Sdn Bhd Block 8, Persiaran Dato' Menteri P.O. Box 7035, Section 2, 40700 Shah Alam, Selangor,MALAYSIA
Mohd Ismail +603-5544-6259 [email protected]
THANK YOU FOR YOUR ATTENTION
www.sirim-qas.com.my
Electrical & Electronic Section (EEST) Testing Services Department SIRIM QAS International Sdn Bhd Block 8, Persiaran Dato' Menteri P.O. Box 7035, Section 2, 40700 Shah Alam, Selangor, MALAYSIA
Secretariat (General)
+603-5544-6253 / -6152
+603-5544-6272