Smart PM- Launch Plan

📦 LAUNCH PLAN: Smart PM Service (Trial & Expansion)

🔔 Notification Email to Customers

Subject: Introducing Our Smart Preventive Maintenance Program

Dear Valued Customer,

We’re pleased to launch a new Smart PM Service across key locations in Myanmar. Whether or not your equipment is under a service contract, our certified engineers will now visit your site regularly for preventive maintenance.

Trial Period: October to March (6 months) – FREE for non-contract customers.

After the trial, we’ll offer a special 50% discount on annual PM contracts to ensure continued care for your devices.

📍 Coverage: Yangon | Mandalay | Nay Pyi Taw | Taunggyi | Magway

For more information or to schedule your PM, please contact us.

Sincerely,

Customer Care, [Your Company Name]

🧩 SYSTEM STRUCTURE: 2-Tier PM Model

🛠 SP1 Team (Field Tier)

• Location: Deployed in 4 districts of Yangon (each covering 4 major townships)

• Roles:

  • 90% of routine PMs

  • Cleaning, calibration, minor inspections

  • Performed by Junior Service Engineers (JSEs)

  • to fill equipment data - of each customers

• Limitations:

  • No part replacements or repairs

  • Escalate to SP2 when required

🔧 SP2 Team (Central HQ Tier)

• Location: Central HQ

• Roles:

  • Handle escalated jobs (repairs, parts, complex diagnostics)

  • Analyze SP1 data and service logs

  • Monitor performance of JSEs

  • Provide training and re-certification

  • Maintain spare parts and logistics

📘 eLearning Content

🔍 FAQs

1. What is Smart PM?
   A proactive system of scheduled maintenance to prevent unexpected breakdowns.

2. Who performs Smart PM visits?
   SP1 Junior Service Engineers handle regular visits; SP2 experts step in for complex jobs.

3. What if a spare part is required during a visit?
   The SP1 team escalates the job to SP2 for part replacement and follow-up.

4. Is there a charge for Smart PM?
   It’s FREE for all customers during the 6-month trial (Oct–Mar). After that, discounts apply.

5. Do I need a service contract?
   No, during the trial. Afterward, discounted contracts are recommended.

6. Which areas are covered?
   Yangon, Mandalay, Nay Pyi Taw, Taunggyi, and Magway.

7. What kind of equipment is included?
   All medical, copier, or survey equipment typically serviced by our team.

8. How often will you visit?
   Typically once every 3 months per site during the trial.

9. How will I know if a service was completed?
   A checklist or digital PM record will be shared with the customer.

10. Can I request extra visits during the trial?
    Yes, subject to availability.

Smart PM Launch Plan

🎯 Objective:

To improve uptime and customer satisfaction by offering structured, data-driven preventive maintenance (PM) visits—whether or not the customer holds an existing service contract.

📅 Phased Roll-Out:

📍 Locations:

Yangon, Mandalay, Nay Pyi Taw, Taunggyi, Magway

Phase 1: Free Trial (Oct 1 – Mar 31)

• All customers (with or without contracts) will receive FOC preventive maintenance visits.

• Equipment data (brand, age, working hours, parts status) will be collected.

• Visit reports and usage pattern analytics will be shared with customers.

• Goal: Educate users on the value of PM.

Phase 2: Honeymoon Offer (Apr 1 – Sep 30)

• Non-contract customers will be offered a 50% discount to sign a PM service contract.

• Existing contract customers may get add-on benefits or credit-based upgrades.

• PM patterns and machine data will be used to tailor maintenance schedules.

👥 Team Structure: 2-Tier PM Model

❓ Internal FAQ (for Training)

1. What is the goal of Smart PM?
   To ensure preventive maintenance becomes proactive, regular, and data-driven—even for non-contract customers.

2. Do we provide free service to everyone?
   Only during the trial period (Oct–Mar). After that, standard pricing resumes—with discounts.

3. What happens during the free trial?
   Our SP1 teams visit customer sites for basic PM. Equipment data is collected and recorded.

4. What types of maintenance are included in SP1?
   Cleaning, inspection, tightening, basic calibration, and usage log analysis—no spare part replacements.

5. Who handles complex or part-replacement jobs?
   Escalated to SP2 team at HQ—more experienced staff with access to inventory and engineering data.

6. What kind of data are we collecting?
   Brand, model, age, serial number, usage patterns, fault logs, parts wear.

7. Can customers refuse the trial?
   Yes, but we will encourage participation to show value.

8. Is the service available outside Yangon?
   Yes, Mdy, Npt, Tgi, and Mgw are also included.

9. How often do we visit?
   Depends on equipment type—usually once per quarter during trial.

10. What’s after the trial?
    Offer customers a discounted PM contract (50% off) for 6–12 months.

Let me know if you’d like:

• Burmese translation for staff use

• SCORM package or Google Slides version

• eLearning narration scripts