African Employees Aim Distribution Form
| period Time: 2023.11.15 – 2023.5.15 | African Customer Service Team | Produced by Amos | African Team Supervisor | / |
| Key topics at this stage and reasons for setting goals 1. Start reparing Servie in SA New Warehouse , make reparing process run smoothly. and provide professional reparing service . The Reason set the goal: Shorten reparing time, promote after sale service dramatically 2. Provide professional trainings for all African staffs, and make local team have strong skill about device troubleshooting The Reason set the goal: Local team needs to have the ability to deal with all issues well independently 3. Provide best service that exceed clients’ expectation, including quick response time, professional support The Reason set the goal: it is fundamental to promote 2-3 times African sales avenue 4. Assist other dep. to Improve product quality, The Reason set the goal: Make product perfect | / | / | / | / |
| Importance | Important | Very Important | Very Important | Very Important |
| Goals and Implementation Plans | The goal that promote local team technical skill | Promote Clients’ Satisfaction Rate, shorten response time | Product Improvement | Promote local team working effiency |
| Strategies and Policies | Promote local team technical skill dramatically | Make the service rule and follow it strictly, make sure that response time is very quick | Collect detail site Info. and malfunction info.. proactively , and submit client complaint process on OA system frequently | Find radical reason that working efficientcy can’t be promoted based on every staff performance |
| Amos | 2-3 times online trainng each week for African employees, for my business trip, practical skills should be trained during the business trip period. | 1. Finishing feasible Nigerian local repairing plan and push management to Set up Nigerian office 2. Finishing feasible Kenya local repairing plan and push management to Set up Kenya office 3. Inspect the clients’ satisfaction rate weekly and take the measures according to the feedback. | Based on feedback from local team, and communicate with research dep. , client complaint dep., push to improve that | Know everyone’s personality, and find weak point for every staff, and make improvement plan |
| Loney | 1. Attend online trainings held by supervisor and finish revelant exams. 2. Master off grid inverter, Hybrid Inverter, Grid Inverter hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or dissemble off grid , Grid , or hybrid inverter. 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip abroad proactively 4. Mange spare parts stock level system for important clients. 5. Inform clients about tracking number, customs clearance etc. 6. Manage New SA warehouse Stock level on OSS | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Learn product knowledge quickly, and form inverter knowledge struction 2. Make one post at least about troubleshooting, case sharing every week 3. Manage issue process via Hubspot |
| Kearney | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master off grid inverter, Hybrid Inverter, Grid Inverter hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or dissemble off grid , Grid , or hybrid inverter. 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip abroad proactively 4. Mange spare parts stock level system for important clients. 5. If spare parts will be sent Inform SA warehouse, inform clients about pick-up document 6. Manage New SA warehouse Stock level On OSS | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Mange issues process via Hubspot 2. Learn product knowledge quickly, and form inverter knowledge struction 3. Make one post at least about troubleshooting, case sharing every week 4. Set mid term aim in your life and know the career meaning 5. Result-oriented |
| Sizwe | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3.How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Mange issues process via Hubspot 2. Learn product knowledge quickly, and form inverter knowledge struction 3. Make one post at least about troubleshooting, case sharing every week 5. Have logic thinking 6. Result-oriented 7. Strenghen Communication skill |
| Hlahla | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1. Do the maintenance work in warehouse and repair inverters professionally 2. Finish all faulty ones in time based on Client expectation | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Strenghen Communication skill 2. Result-oriented 3. Make one post at least about troubleshooting, case sharing every week 4. Learn product knowledge quickly, and form inverter knowledge struction |
| Sim | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution will be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Strenghen Communication skill 2. Result-oriented 3. Make one post at least about troubleshooting, case sharing every week 4. Learn product knowledge quickly, and form inverter knowledge struction |
| Innocent | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1. Do the maintanenace work in warehouse and repair inverters professionally 2. Finish all faulty ones in time based on Client expectation | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Strenghen Communication skill 2. Result-oriented 3. Make one post at least about troubleshooting, case sharing every week 4. Learn product knowledge quickly, and form inverter knowledge struction |
| Nico | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3.How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter2. 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Strenghen Communication skill 2. Result-oriented 3. Make one post at least about troubleshooting, case sharing every week 4. Learn product knowledge quickly, and form inverter knowledge struction |
| Vusi | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1. Do the maintanenace work in warehouse and repair inverters professionally 2. Finish all faulty ones in time based on Client expectation | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Strenghen Communication skill 2. Result-oriented 3. Make one post at least about troubleshooting, case sharing every week 4. Learn product knowledge quickly, and form inverter knowledge struction |
| Eliud | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Manage issues process via hubspot 2. Make one post at least about troubleshooting, case sharing every week 3. Learn product knowledge quickly, and form inverter knowledge struction |
| Joseph | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Manage issues process via hubspot 2. Make one post at least about troubleshooting, case sharing every week 3. Learn product knowledge quickly, and form inverter knowledge struction |
| Blessed | 1. Attend online trainings held by supervisor and finish relevant exams. 2.Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively 4. Have the trainings for important clients 5 Manage Western African area, appointment period of time is half a year. | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Manage issues process via hubspot 2. Make one post at least about troubleshooting, case sharing every week 3. Learn product knowledge quickly, and form inverter knowledge struction |
| Robert | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3.How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively 4. Assist supervisor to find suitable reparing company , office location. | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Manage issues process via hubspot 2. Make one post at least about troubleshooting, case sharing every week 3. Learn product knowledge quickly, and form inverter knowledge struction 4. Result-oriented |
| Hedi | 1. Attend online trainings held by supervisor and finish relevant exams. 2. Master Grid inverter, Hybrid inverter, off grid inverter , hardware principle, User Settings, Installation points, Troubleshooting; Configure Datalogger, OSS and Server System 3. How to assemble or disassemble Grid inverter, Hybrid inverter, off grid inverter 4. Master component test like MOSFET, IGBT , Diode etc. 5. Master Tool test like multimeter, clamp meter, megger etc. | 1.For important clients, response time should be less than 5 mins 2. Deal with all issues from clients, make sure that professional solution can be provided 3. Have the business trip on site proactively | 1. once strange issues have been found, communicate with supervisor and assess if it is necessary to submit client complaint process and push relevant dep. to improve it | 1. Manage issues process via hubspot 2. Make one post at least about troubleshooting, case sharing every week 3. Learn product knowledge quickly, and form inverter knowledge struction 4. Result-oriented |