The paper is a study of implementation of an information system for service management for IGATECH Industrial Electronics, an Indian manufacturer of Power Electronics Products based in Cochin. The functional specifications of the Information system were developed by the service team of IGATECH whereas the implementation and maintenance of the solution has been done by Unisis Systems and Solutions Private Limited. The service process flow was mapped by an internal focus group working among the service team. The scope of the project covered inventory management system for spare parts, warranty/AMC renewal, preventive maintenance and points and expense tabulation for installation and commissioning. The information system designed comprised different modules for service call logging, preventive maintenance, warranty renewal and points and expense tabulation. The front end of the system has been designed in ASP.NET while the back end is implemented in Microsoft SQL Server and the control logic in C#. The results of implementation have been very promising with a 158% y-o-y increase in AMC revenue and service turnaround time has come down from 22 hours to just 16 hours.
Service Management, preventive maintenance, Information system, warranty, IGATECH
