Chuck Yung
EASA Technical Support Specialist
Of all the new technology available to EASA members, one of the most visible is the digital camera. Members from around the globe used them to record specific pieces of equipment for future orders.
More progressive service centers use them to enhance repair reports to increase customer satisfaction. An embedded photograph of an unusual failure adds value for the customer. It also confirms the professionalism of the service center. Large repairs justify a comprehensive repair report, with photos documenting the repair procedures as well as the failure analysis. Electronically transmitted digital photos can save customers a round-trip that is often necessary to inspect a machinery failure.
When dealing with a busy maintenance supervisor at a remote plant, the photos can be especially valuable. The improved communication and potential for additional business resulting from this procedure are hard to measure. But it may result in additional future orders when the customer realizes you've saved him or her a three or four-hour trip.
During a session on New Technologies at the convention, one member explained how he uses a digital camera to deal with vendors when ordering unusual parts. What a great way to overcome the differences in terminology and language we all contend with when ordering parts, especially for unfamiliar equipment. He suggests using a ruler in the photo, to provide scale. This simple trick reduces errors, and simplifies the task of rectifying an order when a wrong part is delivered.
Just lay the parts side-by-side with a scale in the foreground, and snap the photo.
EASA members are embracing the technology for technical assistance, too. Several members from around the world have emailed descriptions of particular problems with photos as attached files to the EASA Technical Support Department.
Email requests save the cost of a phone call, and are responded to just as quickly as faxes. Photos and drawings can be included as attached files, with minimal effort
If your customer is online, repair reports can be sent as attached files, ensuring that each report gets to the right person every time. It simplifies the filing task for the customer, too. He can forward copies to other departments, as needed. Email is one more way to simplify life for your customer. Time is money! When you save your customer time, the perceived value of your service center goes up.
Consider using this great tool when you next want a second opinion from the Technical Support Department on an unusual winding or bearing failure, or commutator-marking pattern!
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