Quality of Repair and Service for Electronics and Home Appliances
Project started 2015 with:
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| DEKRA Certification B.V. Arnheim www.dekra.nl |
Samsung Electronics |
Contents
Depending on the service offering, the questionnaire contains approximately 100 questions covering expertise, safety, training, quality, compliance, and customer satisfaction. Depending on availability, the workshop’s handling of multiple products is documented.
Audited specialty workshops receive a grade from A to D based on their score.
Process
Each year, up to 1,000 service partners are imported into auditBus and users as well as one or more questionnaires are assigned based on customer specifications. At the country level, the questionnaires are assigned to auditors (1 to 6 per country). The auditors then schedule their visit dates with the service partners.
Project managers can track the progress of scheduling and conducting the assessments online, both overall and at the country level.
The auditor informs the client at the country level of the assessment’s completion prior to its conclusion. After the client reviews the assessment, they either return it to the auditor requesting further clarification or approve it.
If non-conformities are identified in the assessment, an action plan is created upon completion. The action plan is emailed to the service partner with a request to define an appropriate action and a target for its implementation for each non-conformity.
Upon completion of the assessment, the service partner receives a report in PDF format via email. Project managers can access all results online at any time. Individual reports and project progress are sent to various APIs every night, and the current overall results are sent to the client weekly in the form of a presentation.
