ABSTRACT
This chapter discusses post-delivery activities and describes the role of the engineering manager, customer relations manager, and legal office. The responsibilities of the engineering manage are to plan service and maintenance activities; to assign staff for service, maintenance and repair; and to analyse and organise action to resolve product-related issues. The responsibilities of the legal officer are to deal with warranty issues and to investigate and take appropriate action on liability and compensation issues. The chapter also defines the customer requirements, legal and other requirements, customer satisfaction, risk management, service and maintenance schedule, user manuals, maintenance report, and work order. Product literature should include all safety issues, proper use of the equipment and applicable storage conditions. When such a report is received, a representative at an executive level shall visit the customer to investigate and provide whatever support is necessary.
