The following Order Process Standard is intended to represent minimal standards of performance for CES member companies. Each member company may also have its own detailed Order Process Standards that provide for additional benchmarks or requirements.

The Repair Order Process for non-emergency orders is divided into (8) primary steps:

1. Initial Call or Receipt
2. Pickup if required
3. Inspection
4. Quotation
5. Quotation Follow up
6. Order Process
7. Order Closure
8. Customer Follow up

Step 1 - Initial Call - Service Point Person

The initial call for service will be taken or made by the Service Point Person (SPP). It will take place when the customer first calls for service or upon receipt of a pump in the shop for repair. This person’s job is to document customer expectations regarding the work that is to be performed. Questions to ask and document include: Why is the equipment in for Service? When does the customer need it back? Are there any customer warranty expectations? What are the application details? For chemical pumps, do we have an MSDS for the liquid handled?

Once these questions are answered, if the pump is not already in the shop, the SPP schedules the pump for pickup, assigns an internal job number, schedules the inspection and enters the job on the computer.

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Step 2 - Pickup or Receipt

If pickup is required, the pump is picked up in a time frame that is within the expectations of the customer. Consideration is given to any special arrangements that may be required. The SPP has determined if there is any removal work to be done or if it is merely a pickup. Particular attention is paid to any special rigging or lifting requirements based on the size and the weight of the equipment to be picked up. The time and date of the pickup are firmed up with the customer to avoid any misunderstandings. Upon pickup, the customer will sign the appropriate paperwork.

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Step 3 - Inspection

Within (3) days of physical receipt of the pump, a certified shop technician will review the documentation in the file, take digital "before" pictures of the pump and perform the inspection using an approved inspection worksheet. The pump will then be tagged, protected as required and stored in an organized area by job number. Where multiple pumps on the same purchase order are being repaired, these pumps will be stored separately, tagged separately and recorded by serial number.

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Step 4 - Quotation

Within (2) days of the Inspection Report, a repair estimate will be prepared. A typed quotation will be generated and sent to the customer. The quotation will clearly define the scope of supply, specifying lead time and sell price. A copy of the quotation will be forwarded to Outside Sales.

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Step 5 - Quotation Followup

Outside Sales will be responsible to follow up open quotations. After 45 days, a prompt will be given to the Outside Sales person by the Service Department to obtain resolution. These prompts will be given again at 90 and 120 days. If, after 150 days, the status of the job is still unresolved, a written request will be sent to the customer requesting authorization to proceed with the repair, scrap the equipment or return it un-repaired.

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Step 6 - Order Process

Once an order to proceed with the repair is received, material will be ordered within (3) working days. The Order Process Group will perform automatic expediting on behalf of the customer to assure that delivery meets customer requirements. Delivery information will be forwarded by the SPP to the customer as required.

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Step 7 - Order Closure

Once material is received, within (3) working days, assembly of the repair will begin. Once the work is completed, the equipment will be tagged with a CES organization tag or label for future identification. The work completed will be inspected by a second party and digital "after" pictures will be taken. The customer will be contacted to advise them of shipment or delivery schedule. A complete software package will be furnished as required, and may include Spare Parts Lists, Maintenance and Operating Manual, Performance Curves and/or Catalog Sections.

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Step 8 - Customer Followup

Within two weeks of shipping the repair, a Customer Satisfaction Survey will be taken either by means of a brief phone call or mail in follow up form. A database log will be created to isolate areas where improvement is required for future corrective action.

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