Our Systems Your Systems
Doing what we say we will do!
Is our focus internally, it means we focus on completing work 
on time 
within budget, 
to acceptable quality standards. 
Our systems are your systems when you depend on us being reliable and economic in 
our maintenance and reporting.
They are shaped to make it easy for us to do what we say we will do?
Not just in relation to you, our customer, but in relation to our team mates, our 
suppliers,
 also our families which we support, and support us.
 
"No Surprises !" is what our customers like. 
So we need to understand your expectations, to do this we ask relavent prepared 
questions. Our job is to make it happen, but inform you immediately it moves outside 
of what you are expecting.
 
Training systems, paper systems, checklists, industry standards.
Vital information about yourself, your job, your instructions, your invoice  
A computer system which makes information easily available to us and you   
via the Internet
 
We regularly review our internal systems and standards, ensuring a constantly 
improving level of quality, satisfaction, knowledge, and achievement.
 
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Initial enquiry over the phone Sample Questions we may ask 
To solve your problem, either use our freephone number above, or email your request. 
The sorts of questions we will be asking:
Is your inquiry regarding a new application or is the old product unreliable?
What is the application, power supply, load,  ambient
What  fault was seen
What is the existing product
Changes in the application or ambient, which may affect the reliability?
Any Space restrictions, or mechanical dimensions, which may affect a 
replacement of slightly different size.
 
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Booking in asks the questions you never thought of
 The person booking in your job is your Coordinator, and it is his responsibility to 
ensure your expectations are met
We record what symptoms you saw, your constraints in time and money, and any 
other comments such start immediately, inform delivery when it is apart, do not 
paint!, onto the blank job card . We have prepared questions to ask, to understand your 
needs and expectations
Where appropriate we indicate price and check on method of payment (eg if no 
account in place is payment by visa on completion, or is an account application 
appropriate)
Where appropriate , an order number is recorded
The job is entered into the computer system, and a unique identification number is 
issued, your comments are recorded as incoming. Person from our workshop responsible 
for your job is assigned.
Job is printed onto the original blank, with handwritten notes.
Your equipment is tested to find the fault, and results recorded on the job card under 
incoming test results, 
Equipment may be disassembled, clean and check all parts.
Root Reason for failure is recorded 
 
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Proposals have two options of price and delivery
We present at least two proposals accounting for the following:
The reason for failure
The cost to repair the existing product to the required standard
The time taken to repair the existing product
The cost to purchase a new replacement
The availability of a new replacement
The guarantees appropriate
Job card is transferred to "follow up proposal" area on Job Board
 
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Root cause of failure
Root cause of failure is fundamental in maintenance to 
be able to prevent  a recurrence of the problem
On the right is a simple example of a stator burnt through loss of supply on one phase.
Contributing to this is the lack of overload protection on the supply
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Product ID saves time, money with a better Warrantee.
When booking in the product to our computer system
 
we record all information, including Brand to enable us to understand what the 
product, is given the product reference number. 
Detail lists if it is a stock item, or who is the supplier.
Your product is permanently identified on a stainless steel riveted nameplate with its 
own specific number
then it is easy for us to keep records and provide Outstanding Guarantees 
Our numbering system allows multiples (see the image 10024.01means it is the 
same as 10024.02, 03 etc. So that in a breakdown situation it is possible to quickly id a 
replacement motor with the same id no, it will just have a different suffix. 
If in the future you have a problem with this product, you phone us, then 
immediately we know what your product is. We can provide meaningful support, advice, 
even a new motor brought out immediately if needed.
 
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Internet Records:

Each product is permanently identified with an engraved  stainless plate

The history of this product is available 24x7 on the internet, with access provided by your own user name and password.

Information available is product repair history from EMS, including invoice copies

This is most helpful in tracing a recurrent problem, and ensuring your interest I  in previous repair warrantee is easily satisfied

Your own record of events , and information on the product or associated plant is possible as an add on at small charge from EMS

Most helpful of all is a reporting system which enables you to minimise the cost of maintenance  for a maximum of reliability. It shows clearly  in a graphical form where the costly maintenance or  lost production is so that action can be taken to minimise these costs.

Every job displayed clearly as it progresses through our system
All jobs are visually displayed in its appropriate category. So none are hidden , lost or 
forgotten
Different categories are: Now, 2 days, 1 week, Follow up parts, Follow up proposal, 
Invoice to check. 
Appropriate attention is applied to each job at the appropriate time
 
We have on average 80 jobs active at any time so it is vital that we all can see the 
progress of any job, and spares are not overlooked
on our production board. 
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Our Final Check system ensures your satisfactory quality
Out going. Final  tests recorded, and satisfactory
The correct tests have been applied 
Your goods are well finished,
Your Invoice is prompt and correct 
Your Invoice has a written Guarantee on it.
 
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Warrantee evaluation system
Record detail of fault seen
Provide customer with a copy of the guarantee.
Notify Shiva Kumar of the problem
We can disassemble and inspect immediately if appropriate
Must be disassembled and reported within 24 hours at least
Shiva Kumar and 1 other person must be agreed on root cause for failure
Notify customer immediately conclusion is reached with proposals
Our policy and guarantee states that when a reason for failure is not clear we may 
reserve judgement about the claim until an inspection of the application has been carried 
out, and the product history collated.  
Where  a warrantee claim is supported, we must not just repair the good, but make 
an apology for the inconvenience, and provide a small gift if appropriate.
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 Computer system is configured and connected to the Internet via a special router. 
We can now  provide you with your own access address Name and password, and all of 
your information is accessible to you. History of products, costs of repairs, invoices, 
payment dates. 
History of  product bearing monitoring, Everything relating to you. 24 hours a day
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How our Answering service minimises Lost Production
Real people answer the phones 24 hours
Our phone system is operational 24hours a day 7 days a week. 
After hours the phone diverts to a message service. If the call is not urgent, leave a 
message, we will collect the message first thing next day
If the call is urgent select urgent, the answering service will note your requirements. 
Then call us to get in touch with you. The answering service has all of our home phone, 
cell phone, and  pager numbers. 
All of us at EMS carry pagers or cell phones for such occasions, together with an 
after hours list, to get in touch with one another and our core suppliers after hours 
numbers. We all of us enjoy a life outside of work, on occasions someone will not be 
able to carry out a duty, but there has always over 10 years service been someone able 
to stand in for them.
Our average response time  day or night is 5 minutes minimising the cost of lost 
production in a breakdown situation
Some of our cell phone numbers , and afterhours access numbers are listed on the 
Contacts page
 
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Brands we service
ABB
Ajax
Alpha Laval
APV
ASEA
Baldor
Brook
Busch
Calpeda
CEG
CMG
DAB
Davey
Davies
FIMM
Flyght
Groschoppe
Lenze
Lincoln
Magnetek
Minarik
Mono
Oberdorfer
Payton
Puma
Reynold
Reliance
Robot
Teco
SEW
SIHI
Southern Cross
Svedala
WEG
Ziehl
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