“People tend to avoid highly difficult repairs if they are not aware of what to do. It is of the belief that however much ‘service’ we do, no satisfaction is forthcoming if what is desired cannot be correctly grasped and understood”.įor our customer service, it is not the case where a specific technician is in charge of a particular product, but rather a “job rotation” system is in place where as anyone is able to respond to any product that comes. The most important thing at this time is having had the close communication with the customer that led to the decision and for the customer themselves to be satisfied with the course of action and result. We consequently return the product without it being repaired. There are times where, after no stone is left unturned, the cause could not be found. would attend directly to the customer through a window to gather the correct information. “In situations where no matter how hard we try, the cause couldn’t be identified someone from the retailer, customer support, headquarters etc. Although there are many differences between diagnosing people and machines, I feel in this work that there is something in common somewhere. He stated that intuitive ability depends only on the quality and amount of hands-on experience that had been cultivated. The famed Japanese anatomist Takeshi Yoro once said that “the ability to read between the lines of a problem” is a vital attribute for a doctor. To ascertain the cause by following a number of possible leads based from the problem requires suitable experience and skill so it is incredibly advantageous to have a wide range of experience.” “To understand what the users sought from the performance and functions and how they used them is a useful way to work out the cause. Since the release of the new ‘SIGMA GLOBAL VISION (SGV)’ line of lenses, there has been a sharp decrease in image repairs themselves as before our products are shipped out, problems has been eliminated at the time of development due to our lenses undergoing thorough testing from our A1 (Our original MTF measurement machine based on the Foveon sensor) guaranteeing a more astounding assurance of quality than before.” To find the root cause takes a lot of doing. In particular is how a resolution problem in an ‘image repair’ arose, to analyze whether it is a problem with an individual part or a mechanical part that became misaligned. “First step is to diagnose the ‘condition’, second is to delve into the cause and third is to come up with the course of action, but the hardest step is the second, to find the roots of the cause. The first thing the technician in charge does is to verify the information written on the slip. Usually, the products to be serviced are sent via our retailers with the repair slip attached stating the problem or the parts that are defective. As he explains, having the experience of being able to listen directly about the particulars of problems from the customers asking for service has greatly benefited his work in the service division. To assign people to the service division, who have been at the forefront with the customers, familiarized themselves with the operations of the cameras, and who have faced the demands and desires of the customer for real, we believe creates a positive influence towards the actual business side and overall assurance of quality.” This is the opinion of the man that bridges these divisions together, the head of the quality assurance division, Denju Matsumoto, a man experienced in the business through working for domestic retailers and international subsidiaries. “Citing a tendency of SIGMA, it is a point among the technicians who belong to SIGMA to not only have experience in the assembly division, but for many, to also have experience in the sales and marketing division. The reason for the high proportion of junior technicians is the belief it is important to train the future generation by having even a few of them work together with experts to gain experience”. Our team of technicians is split into two groups with half being highly trained seniors in charge of other half of junior technicians. “Basically many requests come through our domestic retailers, but we also get requests for service from our international outlets that cannot be done on site. Divided among 10 technicians in charge, they receive products not only from within Japan but also our SIGMA subsidiaries from all over the world that require our service. Located in one part of the Aizu factory, our sole production base, is the point of call where our customer service division takes on requests for repairs. Our team of technicians covers all the bases.
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