  Orienting the company toward the customer must be an obsession
in order to become a leader. At MP we felt the need to create a Technical Commercial Department
as a bridge between factory and customer to improve RELIABILITY,
INFORMATION and DELIVERY TIMES, without hindering EFFICACY. The
following is a simple description of how this new area works and
how it is organised. We hope it will grow and develop.
The Technical Commercial Department functions were managed by
the Plant Area in the past. The final objective of this new area
is to bring order and development services to their point of origin,
as close as possible to the customer. We also want to provide
a single contact point for customers and for sales and technical
support offices for handling development, planning, shipping and
after-sales services. The Sales and Support Area is structured
as follows:
DEVELOPMENT (Javier Lera)
Responsible for translating the order coming from the customer
into manufacturing and purchase orders.
Functions:
· Maintain the Development Model (computer-aided order management-CAO)
and export it to the sales and technical support offices.
· Registration and acceptance of customer orders.
· Development and coding.
· Customer service. Information on delivery dates.
The CAO manages lift drawings and developments by computer.
It is a dynamic system that ‘learns’ from each new development
to improve its usefulness and operation.
PLANNING
Responsible for guaranteeing compliance with the delivery dates
accepted by customers.
Functions:
· Maintain the Planning Model
· Establish planning and net current asset standards
· Release purchase and manufacturing orders
· Delivery-date control
· Goods coming into warehouses and warehouse control.
We offer customers a new service for tracking orders, which makes
it possible to advise customers of any delay at least two weeks
in advance.
SHIPPING (Miguel Rosique)
Responsible for guaranteeing proper order delivery
Functions:
· Maintain the Packing List Model
· Preparation of shipping papers
· Delivery notes and invoicing
· Loading and transport
We are introducing a new radio-operated warehouse control system
and a new system for hiring carriers called Arrastres, which will
result in savings of 5 to 10%.
BEFORE-AND-AFTER SALES (Hani Saliba)
Responsible for providing customer support service before and
after a sale.
Functions:
· Technical service, interpreted as counselling customers on the
best product for their needs (before sales) and technical support
for installers and maintenance personnel, in addition to internal
and external training courses (after sales).
· Complaint management as a streamlined, clear and transparent
process for the customer. This service is incorporating a new
complaint-management software application for faster handling
while minimising errors and delays.
BRANCH OFFICES AND ASSOCIATE COMPANIES. TECHNICAL COMMERCIAL SUPPORT
OFFICES (Cristóbal Johnson)
Technical commercial support offices are co-ordinated by the recently
created Associate Company Committee, which defines the model for
each sales and technical support office and determines active
policies.
Functions:
· Implementation of the active policies deriving from each associate
company’s model
· Economic and financial control
· Control of commercial policies as determined by the Sales Management
Eugenio Barroso
Technical Commercial Manager |
Components 
