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Service Tracking v 3.0 2012. 06 ECC.

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Presentation on theme: "Service Tracking v 3.0 2012. 06 ECC."— Presentation transcript:

1 Service Tracking v 3.0 ECC

2 Service Tracking v 3.0 Major Change
Code master (all codes are the same as G-CIC code) In/Out warranty field Extended Warranty pack DTV and NPC field Delivery fields (Carry In) Parts Pending putRepairStatus new fields Contact permission Issues 2

3 Service Tracking v 3.0 Service Type CODE
DESCRIPTION 01 IH In Home 02 CI Carry In 03 PS Pick up Service 04 SE Swap and Repair 08 SW Set Swap 09 ER Exchange Repair 10 SR Stock Repair 11 RB Refurbishing 12 SH Service Handling 13 RH Return handling 14 KT Kits repair 15 BS Before Service Mainly service type should be IH, CI and PS V3.0 only allow new service type 3

4 Service Tracking v 3.0 STATUS CODE
- SVC Tracking Version 3.0 only allowed new code OLD STATUS (V 2.0) NEW STATUS (V 3.0) DESCRIPTION 01 ST010 Assigned to Service Centre 12 ST015 Acknowledged (ASC) 09 ST025 Engineer Assigned 05 ST030 Pending 02 ST035 Repair Completed 03 ST040 Goods Delivered 04 ST051 Cancelled by Call center ST052 Cancelled by ASC 4

5 Service Tracking v 3.0 REASON CODE - [ST015 ] Acknowledge OLD REASON
NEW REASON (V 3.0) DESCRIPTION 32 HA005 Acknowledged (ASC) 02 HAZ01 Shipping request for defect product 03 HAZ02 Shipping request for buffer product 01 HAZ03 No buffer product available 33 HAZ04 Customer contacted 15 HAZ05 Customer contact not available(Voic created) 14 HAZ06 Customer contact not available(No response) 13 HAZ07 Customer contact not available(Wrong telephone number) 24 HA010 Waiting for Product Receive 25 HAZ08 Product received 34 HA015 Not available Eng'r Capa 35 HAZ09 Acknowledged (Carrier) 36 HAZ10 Pickup buffer product 37 HAZ11 Pickup defective product 38 HAZ12 Customer not Available for delivery 16 HAZ13 Wrong Address 10 HAZ14 Delivered to ASC 5

6 Service Tracking v 3.0 REASON CODE – [ST025] Engineer assign
OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 18 HEZ01 Engineer assigned 30 HE010 Engineer Departure 31 HE015 Engineer Arrived 11 HE005 Repair in progress 6

7 Service Tracking v 3.0 REASON CODE - [ST030] Pending OLD REASON
NEW REASON (V 3.0) DESCRIPTION HP005 Monitoring/Aging or Not reproduced 07 HP010 Request Tech support (Technical problem) 28 HP015 Re-scheduled from Eng'r / ASC 59 HP020 Re-scheduled from Customer 08 HP025 Customer Not Available(Engineer) 12 HP030 Waiting for Confirmation from customer 29 HP035 Waiting for Confirmation from SAMSUNG 06 HP040 Parts Not Available (Samsung) HP045 Parts Not available (ASC) 42 HP050 Not possessed parts by Eng'r(PDA) 43 HP055 Natural disaster 39 HPZ01 Wrong address(Engineer) 40 HPZ02 Waiting for parts(parts ordered) 41 HPZ03 Parts received 7

8 Service Tracking v 3.0 REASON CODE - [ST035] Completion OLD REASON
NEW REASON (V 3.0) DESCRIPTION 44 HL005 Repair Completed 45 HL010 Waiting for the customer to pick-up (Repair completed) 46 HL015 Ship out repaired product 47 HLZ01 Pick up for repaired product 26 HLZ02 Delivery failure 27 HLZ03 Delayed delivery 8

9 Service Tracking v 3.0 REASON CODE – [ST040] Delivery OLD REASON
NEW REASON (V 3.0) DESCRIPTION 48 HGZ01 Product delivered to customer 49 HGZ02 Ship in product after swap 60 HGZ05 [Swap repair] Parts ordered 61 HGZ06 [Swap repair] Parts received 62 HGZ07 [Swap repair] Repair completed 50 HGZ03 Product pick up after swap(from customer) 51 HGZ04 Product delivery after swap(to asc) 9

10 Service Tracking v 3.0 REASON CODE - [ST051] or [ST052] Cancellation
OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 59 HC015 Unit belongs to another brand 60 HC020 Address/telephone not found 66 HC025 Customer Not Home (More than X times) 65 HC030 Customer Request (by ASC) 51 HC005 Non Defect (Working properly) 52 HCZ01 Request duplicated 53 HCZ02 Buying a new product 54 HCZ03 Reschedule for later 55 HCZ04 Cost issue 56 HCZ05 Can't wait for repair 58 HCZ06 Have asked outside contractors to repair 61 HCZ07 Repair impossible due to parts DNA 62 HCZ08 Product replaced by dealer 63 HCZ09 Wrong ASC assigned, pending job creation 64 HCZ10 Wrong ASC assigned, job has been created 10

11 Service Tracking v 3.0 JOB_TYPE CODE - JOB_TYPE Region Process name
Description Service Tracking getServiceRequest SRA Service Request Acquisition putServiceResponse SRR Service Request Response PCA Put Cancellation Acknowledge getSOPendingList PDL PenDing List Delivery Tracking getShippingRequest SHA Shipping request Acquisition putShippingResponse SHR Shipping request Response getDeliveryStatus DSA Delivery Status Acquisition 11

12 Service Tracking v 3.0 Cancellation acknowledge of putServiceResponse
- If a service request is cancelled by call centre agency with customer request V2.0 : The service request is just cancelled and is not provided to ASC. ASC just wait for the product V3.0 : Cancelled data will be downloaded to ASC with TR_STATUS ST052 in getServiceRequest Response Cancellation Acknowledge <?xml version="1.0" encoding="UTF-8"?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C460</COMPANY> <JOB_TYPE>PCA</JOB_TYPE> <REQUESTER> </REQUESTER> <TR_NO> </TR_NO> <JOB_NO> _000001</JOB_NO> </JOB_REQUEST> </ASC_JOB_REQUEST> E 12

13 CC create new Service Order. Connect to Warranty Labour claim
Service Tracking v 3.0 Data transmission order START CC create new Service Order. ST010 Assigned to Service Centre getServiceRequest ST015 Acknowledged putServiceResponse ST015 Acknowledged [HAZ08] Product received putRepairStatus ST025 Engineer Assigned ST030 Pending (Optional) ST035 Repair Completed ST040 Repaired Goods Despatched ST052 ‘Repair Cancelled END Connect to Warranty Labour claim

14 Service Tracking v 3.0 Data transmission order putServiceRequest
START Customer bring a defect product to ASC directly ST010 Assigned to Service Centre putServiceRequest putRepairStatus ST015 Acknowledged [HAZ08] Product received ST025 Engineer Assigned ST030 Pending ST035 Repair Completed ST040 Repaired Goods Despatched ST052 ‘Repair Cancelled END Connect to Warranty Labour claim

15 Service Tracking v 3.0 Delivery fields
Added Delivery fields (putServiceRequest, CI & PS) : V3 only The date & time when customer leave its defect product to shop or dealer The date & time when Logistics pick up the defect product from shop or dealer Logistics’ identification job no If logistics drop defect products to logistics hub The date & time when Logistics picks up the defect products from its hub 15

16 Service Tracking v 3.0 In-Out of warranty
In – Out of warranty field (getServiceRequest, putServiceRequest, putRepairStatus) V 2.0 V 3.0 16

17 Service Tracking v 3.0 Extended warranty Pack info
Added Pack information (getServiceRequest response) : V3 only SVC Level DESCRIPTION B04XW SVC Pack ; 4Hr Response B08XW SVC Pack ; 8Hr Response B12XW SVC Pack ; 12Hr Response BD11W SVC Pack ; Next Business Day BD22W SVC Pack ; Next 2 Business Day BD33W SVC Pack ; Next 3 Business Day BD55W SVC Pack ; Next 5 Business Day ED00W Express ; Same Day ED11H Express ; Next Day ED11W Express ; Next Business Day EDX0W Express ; Customer requested day service EDXXH Express ; Weekend/Holiday service 17

18 Service Tracking v 3.0 DTV, NPC field
Added DTV and NPC fields (getServiceRequest) V3 only 18

19 Service Tracking v 3.0 Delivery fields
Added Delivery fields (putRepairStatus, CI & PS) : V3 only Delivery starting date and time Logistics’ identification job no The date & time when shop received the repaired product The date & time when customer received the repaired product 19

20 Service Tracking v 3.0 Part Pending Part Pending logic
HP040 part not available(Samsung) : PART_NO mandatory HPZ02 part ordered : PARTS_ORDER_NO, PART_NO, PART_QTY, SO_ITEM mandatory V 2.0 V 3.0 Samsung’s order confirmation number (SalesOrderNumber of part order response) 20

21 Service Tracking v 3.0 Part Pending (Continue) putRepairStatus
PartOrder P : part is not used, still pending U : part is used Web Service GSPN 21

22 Service Tracking v 3.0 New fields in putRepairStatus
Added fields of putRepairStatus ENG_ASSIGN_DATE, ENG_ASSIGN_TIME, VISIT_DATE, VISIT_TIME ENGINEER_CODE should be used the code which is registered in GSPN ENG_ASSIFN_DATE >= the data uploading date In Home, VISIT_DATE and VISIT_TIME are mandatory Technical issue RMA NO When change from In-warranty to Out of warranty, the reason should be provided VOID1 : Impack Damage VOID2 : Liquid Damage VOID3 : Phon Lock VOID4 : Overseas Model 22

23 Service Tracking v 3.0 Contact permission
Customer’s contact permission Contact permission of the Customer 1 : Allowed 2 : Disallowed 3 : Check Permission (default) When contact = “1” 1 : Marketing 2 : SVC Campaign 3 : Both 23

24 Service Tracking v 3.0 Contact permission
Customer’s contact tracking permission - The field is only used for giving the service request and updated SVC information to customer New fields E : F : Fax S : SMS T : Telephone EF : /Fax ES : /SMS ET : /Telephone FS : Fax/SMS FT : FaxTelephone ST : SMS/ Telephone EFS : /Fax/SMS EFT : /Fax/Telephone EST : /SMS/Telephone EFST : /Fax/SMS/Telephone 24


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