Handlings Customers Requests

HANDLING CUSTOMERS REQUEST BY ENGINEERING
PERSONNEL
BY AMOS ANAGBA
CONTENTS
• DEFINATIONS
• WHO ARE YOUR CUSTOMERS.
• WHY DO CUSTOMERS COMPLAIN
• MOST COMMON COMPLAINS
• CUSTOMER’S NEEDS WHEN THEY COMPLAIN
• ENGINEERS RESPONSIBILITIES AND DUTIES
DEFINITION
• WHAT IS COMPLAINT?
This is simply an expression or statement of dissatisfaction made as
related to a service, product or its production to an organization or group
who renders, produce and provide those services.
• WHO IS CUSTOMER?
A customer is a person Of a specified kind with whom One has to deal.
WHO ARE YOUR CUSTOMERS.
• Haven known basic detonations of who and what a customer and
complaint is respectively, it is ideal to say that as engineers, our customers
are those people we deal with in our day to day activities to meet up with
their daily needs in form of complains to Perform our daily roles.
• OPERATORS.
• QUALITY CONTROL.
WHO ARE YOUR CUSTOMERS
• UNIT HEADS
• SUPPLY CHAIN PERSONNEL (STORE)
• E.T.C
• PRODUCTION ENGINEERS . OPERATORS.
QUALITY
• UTILITY. UTILITY PERSONNEL
SUPPLY CHAIN
AIR HANDLING UNITS
• AHU WATER TREATMENT PLANT
HEAD OF UNITS
Why do customers complain
• Their expectations have not been met
• To release their anger
• To help improve their processes.
• When downtime as a result of machine breakdown is too much.
• When products don’t meet up with quality expectations
• When equipment operation is too complicated for operators to easily
understand.
CUSTOMER’S NEEDS WHEN THEY COMPLAIN.
• To have their concerns dealt with quickly, fairly and properly.

• To be given what they have been denied and perhaps an apology
• To have action taken to rectify a problem or address a concern.
MOST COMMON COMPLAINTS
• INCESSENT MACHINE DOWN TIME
• POOR CUSTOMER SERVICE .
• UNAVAILABIILITY OF UTILITY SUPPLY
• TEMPERATURE CONTROL COMPLAINTS (AHU)
• POWER OUTAGE
• INCOMPLIANCE TO QUALITY PROCEDURES.
• BAD ATTITUDES.
ETC.
INCESSANT MACHINE DOWNTIME.
• The term downtime is used to refer to periods when a system is

unavailable.
Incessant machine downtime is the proportion of a time-span that a system
is unavailable or offline. This is usually a result of equipment
failing to function because of an unplanned event, or because of routine,
hence leading to complaints.
UNAVAILABILITY OF UTILITY SUPPLY
• Utility supply includes steam, air, chilled water ,electricity (power) , hoy
water, etc. which are essentials for production activities. Any inadequacy
from the utility section usually affects production activities and causes an
unwanted, unplanned downtime which ultimately Produce a very great
complain.
TEMPERATURE CONTROL COMPLAINT (AHU)
• While there are many critical components in the HVAC

system of a building, the AHU has a very important role to
play in both the system operating efficiently as well as in
managing occupant comfort at the desired levels. A
breakdown in the chiller may not be noticed by the
occupants immediately as the air flow is maintained by the
AHU. However, if the air flow stops or is inadequate, there
is instant occupant awareness which triggers complain
POWER OUTAGE.
• A power outage (also called a power cut, a power out, a power
blackout, a power failure, a power loss, or a blackout) is the loss of the
electrical power network supply which alters the general production
activities.
This is an unwanted occurrence. Usually there are provisions for
alternative power supply (generators) which provides a backup in such
events.
Failures to have constant power supply also brings about complaints.
Non Compliance to Quality Expectations
• This generally refers to the situation wherein a product/material

fails to meet the requirements specified by the regulatory
authorities. It could be a deviation in a process, design,
documentation, or procedure that may deteriorate the product
quality.
BAD ATTITUDE
• Examples of bad attitudes in the workplace can be an employee
consistently coming late, carelessly performing tasks, laziness, rudeness to
other employees or management, spreading or creating rumors, or
anything that you consider threatening to a positive workplace culture or
environment.
Very quickly complaints starts flying around about such employees.
POOR CUSTOMER SERVICE ATTITUDE
Customer service plays a key role in a company’s growth and development.
However, how the organization chooses to approach their customers service can significantly improve their customers
experience.
EXAMPLES OF BAD CUSTOMER SERVICE

1. Prioritizing company policy over customer needs.
Sometimes the rules that are designed to benefit the organization can also act as road
blocks to customers satisfaction. E.g Submission of Breakdown maintenance slip
before carrying out maintenance on a machne.
2. Ignoring customers.
By not responding to customers feedback in a timely manner, you can satisfy
frustrated customers by fixing small problems before they turn to bigger ones.
ENGINEER RESPONSIBILITIES AND DUTIES
1. Ensure that products meet quality requirements
2. Coordinate with quality managers to discuss and resolve product quality issues raised by customers
3. Update customers in a timely fashion regarding the status of quality issues or any requests.
4. Participate in product quality planning and control process based on customers specifications and
requirements.
5. Inform quality management teams regarding customers feedback and expectations on product’s quality.
6. Assist in new product development activities to avoid quality issues.
7. Prepare and maintain product quality documentation based on ISO specification and standards.
8. Manage and coordinate ISO audits.
9. Work with quality managers to improve quality management system based on audit results.
10. Address customer issue in a timely manner to ensure satisfaction.
CONCLUSION
• Engineers are solution providers, every complaint gives needs to provide

a quality solution.
THANK YOU..

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HANDLING CUSTOMERS REQUEST BY ENGINEERING

• To have their concerns dealt with quickly, fairly and properly.

• The term downtime is used to refer to periods when a system is

• While there are many critical components in the HVAC

• This generally refers to the situation wherein a product/material

EXAMPLES OF BAD CUSTOMER SERVICE

• Engineers are solution providers, every complaint gives needs to provide

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