CUSTOMER SERVICE GROUP ELECTRICAL & ELECTRONICS · PDF fileCUSTOMER SERVICE GROUP ELECTRICAL & ELECTRONICS ... Introduction CSG ... CSG – Challenges Conclusion CONTENTS ......

CUSTOMER SERVICE GROUP ELECTRICAL & ELECTRONICS SECTION

Presented By:

SHARIFAH JUSOH

Principal Testing Executive/

Customer Service Group

Electrical & Electronics Section

Testing Services Department

01 October 2012

Introduction

CSG – Functions

CSG – Application Requirements

CSG – Challenges

Conclusion

CONTENTS

INTRODUCTION

WIRING ACCESSORIES II LAB

-MCB,RCCB, - Power tool,

- Wet battery & IP Test

SECRETARIAT

&

WIRING ACCESSORIES I Lab -Plug

-Socket outlet -Switches

Material test

-ball pressure test -glow wire test -tracking test

LAMP & ACCESSORIES LAB -Lighting & accessories

-Ballast -Starter

-Road Lighting -KELUAR sign / EMERGENCY

Exit

Consignment Lab

All imported products under ST

approvals

HEAD

AV & LIGHTING GROUP WIRING ACCESSORIES & IPM

GROUP DOMESTIC APPLIANCES GROUP

DOMESTIC II LAB -Fan

-Vacuum cleaner Rice Cooker

-Iron - Heating appliances

-Fan (performance test)

AUDIO/VIDEO & ELECTRONIC LAB

-Audio/video products -IT & Comm Equipment

-Medical Equipment -Laboratory Equipment

- Fire Protection Equipment

DOMESTIC I LAB -Refrigerator -Water heater

-Washing Machine -Water Dispenser

ENERGY EFFICIENCY -Refrigerator -Air condition

QUALITY, OHSE & ICC

CABLE -LV Cable,

- MV/ HV cable

OPERATION & TECHNICAL

CUSTOMER SERVICE GROUP

INTRODUCTION – EEST ORG. STRUCTURE (Apr 2012)

About CSG:

* Started operation on 2nd April 2012

* Operated under EEST

* Operated at Building 9, 11 & 12

* Looked into matters related to

Electrical & Electronics Product Testing

Why EEST has its own CSG?:

* In response to client’s need &

* Findings from our Internal Process Evaluation

The main objective:

To serve customers better through

* Faster service delivery

* Faster response

INTRODUCTION –

EEST CUSTOMER SERVICE GROUP (CSG)

CSG – FUNCTIONS

Main Functions:

1) To provide technical support for any test application

including:

a) Having technical discussion prior to test application/

submission

b) Providing guidance on all necessary documents and

items required for application

c) Updating applicant on progress of testing if necessary

d) Assisting client in interpreting and understanding our test

reports

e) Assisting client in checking validity of foreign test report

EEST CSG - FUNCTIONS

Main Functions (Cont’d):

2) To be as “technical enquiry point” eg. Identify relevant

standards, Test requirements, Critical Component &

Certificates, Regulation, etc.).

3) To issue quotation for testing services (Electrical &

Electronic Products).

4) To liaise with client in case of product failure or any

other abnormal occurrences while testing is in progress.

5) To assist client in identifying relevant test /regulatory/

country requirement including those for foreign

countries.

EEST CSG - FUNCTIONS

CSG – TEST APPLICATION REQUIREMENT

QUOTATION

APPLICATION

REVIEW & REGISTER

TESTING

ISSUE OF TEST REPORT

TEST REPORT

ENQUIRY

APPLICATION SUBMISSION

TEST APPLICATION NEW PROCESS FLOW

A. Document:

* Application Form PP1 & copy of Quotation

* Product Information:

- Instruction Manual

- Circuit Diagram

- Critical Component & Material List (CCM List)

- Approval Certificates or Test Report for CCM

- Technical Specification for relevant CCM

B. Test Sample and Parts

* Test Samples

* Relevant CCM

* Spare components

* Marking Plates

C. Payment

TEST APPLICATION REQUIREMENT

- AVE (AV PRODUCT/EQUIMENT)

- LAMP & ACCESSORIES

- HOUSEHOLD PRODUCTS (with Motor)

- HOUSEHOLD PRODUCTS (with Heating Elements)

- WIRING ACCESSORIES (Installation & Switches)

- WIRING ACCESSORIES (Switch Control Gears)

- ELECTRICAL MEDICAL EQUIPMENT

APPLICATION CHECKLIST (linked Doc)

CSG - CHALLENGES

* EE Products/Equipment – wide range; rapid change in

technology

* Application not submitted with some required items

* Test samples submitted separately from Application

documentation

* Product information not adequate for Quotation required for

group testing

* Information on product changes/modification not adequate

for Quotation required for verification tests

• Applicant’s Representative from Non-technical (EE)

background

CONCLUSION: CSG – WAY FORWARD

With the establishment of CSG, it is hoped that SIRIM

QAS International is able to provide better services (faster

delivery) and to satisfy client’s needs through:

* Application submitted complete with all required items:

No delay in testing due to insufficient documents/items.

* Non-direct testing related activities handled by CSG

members

Laboratory staff can concentrate on doing testing jobs.

* Faster & more efficient communication with customers

Discrepancies/abnormalities during testing can be quickly

followed-up and communicated to customers.

Inquiries / Contact

Sharifah Jusoh +603-5544-6266 [email protected]

Faizal Hakim +603-5544-5093 [email protected]

Mohd Adly Mohd Arif +603-5544-5171 [email protected]

EEST CUSTOMER SERVICES GROUP

Electrical & Electronic Section (EEST) Testing Services Department SIRIM QAS International Sdn Bhd Block 12, Persiaran Dato' Menteri P.O. Box 7035, Section 2, 40700 Shah Alam, Selangor,MALAYSIA

Mohd Ismail +603-5544-6259 [email protected]

THANK YOU FOR YOUR ATTENTION

www.sirim-qas.com.my

Electrical & Electronics Section (EEST) Testing Services Department SIRIM QAS International Sdn Bhd Block 12, Persiaran Dato' Menteri P.O. Box 7035, Section 2, 40700 Shah Alam, Selangor, MALAYSIA

Secretariat (General)

+603-5544-6253 / -6152

+603-5544-6272