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- Speed & Smart Service Service Tracking v 3.0 ECC 2012. 06.

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Presentation on theme: "- Speed & Smart Service Service Tracking v 3.0 ECC 2012. 06."— Presentation transcript:

1 - Speed & Smart Service Service Tracking v 3.0 ECC

2 - Speed & Smart Service Major Change Service Tracking v 3.0 Issues 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 2 / 33

3 - Speed & Smart Service Service Type CODE Service Tracking v 3.0 Service Type (V 2.0) Service Type (V 3.0) DESCRIPTION 01IHIn Home 02CICarry In 03PSPick up Service 04SESwap and Repair 08SWSet Swap 09ERExchange Repair 10SRStock Repair 11RBRefurbishing 12SHService Handling 13RHReturn handling 14KTKits repair 15BSBefore Service 3 / 33 - Mainly service type should be IH, CI and PS - V3.0 only allow new service type

4 - Speed & Smart Service STATUS CODE Service Tracking v 3.0 OLD STATUS (V 2.0) NEW STATUS (V 3.0) DESCRIPTION 01ST010Assigned to Service Centre 12ST015Acknowledged (ASC) 09ST025Engineer Assigned 05ST030Pending 02ST035Repair Completed 03ST040Goods Delivered 04ST051Cancelled by Call center 04ST052Cancelled by ASC 4 / 33 - SVC Tracking Version 3.0 only allowed new code

5 - Speed & Smart Service REASON CODE - [ST015 ] Acknowledge Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 32HA005Acknowledged (ASC) 02HAZ01Shipping request for defect product 03HAZ02 Shipping request for buffer product 01HAZ03 No buffer product available 33HAZ04 Customer contacted 15HAZ05 Customer contact not available(Voic created) 14HAZ06 Customer contact not available(No response) 13HAZ07 Customer contact not available(Wrong telephone number) 24HA010 Waiting for Product Receive 25HAZ08 Product received 34HA015 Not available Eng'r Capa 35HAZ09Acknowledged (Carrier) 36HAZ10Pickup buffer product 37HAZ11Pickup defective product 38HAZ12Customer not Available for delivery 16HAZ13Wrong Address 10HAZ14Delivered to ASC 5 / 33

6 - Speed & Smart Service REASON CODE – [ST025] Engineer assign Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 18HEZ01 Engineer assigned 30HE010 Engineer Departure 31HE015 Engineer Arrived 11HE005 Repair in progress 6 / 33

7 - Speed & Smart Service REASON CODE - [ST030] Pending Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION HP005 Monitoring/Aging or Not reproduced 07HP010 Request Tech support (Technical problem) 28HP015 Re-scheduled from Eng'r / ASC 59HP020 Re-scheduled from Customer 08HP025 Customer Not Available(Engineer) 12HP030 Waiting for Confirmation from customer 29HP035 Waiting for Confirmation from SAMSUNG 06HP040 Parts Not Available (Samsung) 06HP045 Parts Not available (ASC) 42HP050 Not possessed parts by Eng'r(PDA) 43HP055 Natural disaster 39HPZ01 Wrong address(Engineer) 40HPZ02 Waiting for parts(parts ordered) 41HPZ03 Parts received 7 / 33

8 - Speed & Smart Service REASON CODE - [ST035] Completion Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 44HL005 Repair Completed 45HL010 Waiting for the customer to pick-up (Repair completed) 46HL015 Ship out repaired product 47HLZ01 Pick up for repaired product 26HLZ02 Delivery failure 27HLZ03 Delayed delivery 8 / 33

9 - Speed & Smart Service REASON CODE – [ST040] Delivery Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 48HGZ01 Product delivered to customer 49HGZ02 Ship in product after swap 60HGZ05 [Swap repair] Parts ordered 61HGZ06 [Swap repair] Parts received 62HGZ07 [Swap repair] Repair completed 50HGZ03 Product pick up after swap(from customer) 51HGZ04 Product delivery after swap(to asc) 9 / 33

10 - Speed & Smart Service REASON CODE - [ST051] or [ST052] Cancellation Service Tracking v 3.0 OLD REASON (V 2.0) NEW REASON (V 3.0) DESCRIPTION 59HC015 Unit belongs to another brand 60HC020 Address/telephone not found 66HC025 Customer Not Home (More than X times) 65HC030 Customer Request (by ASC) 51HC005 Non Defect (Working properly) 52HCZ01 Request duplicated 53HCZ02 Buying a new product 54HCZ03 Reschedule for later 55HCZ04 Cost issue 56HCZ05 Can't wait for repair 58HCZ06 Have asked outside contractors to repair 61HCZ07 Repair impossible due to parts DNA 62HCZ08 Product replaced by dealer 63HCZ09 Wrong ASC assigned, pending job creation 64HCZ10 Wrong ASC assigned, job has been created 10 / 33

11 - Speed & Smart Service JOB_TYPE CODE Service Tracking v JOB_TYPE RegionProcess nameJOB_TYPEDescription Service TrackinggetServiceRequestSRAService Request Acquisition Service TrackingputServiceResponseSRRService Request Response Service TrackingputServiceResponsePCAPut Cancellation Acknowledge Service TrackinggetSOPendingListPDLPenDing List Delivery TrackinggetShippingRequestSHAShipping request Acquisition Delivery TrackingputShippingResponseSHRShipping request Response Delivery TrackinggetDeliveryStatusDSADelivery Status Acquisition 11 / 33

12 - Speed & Smart Service Cancellation acknowledge of putServiceResponse Service Tracking v 3.0 Cancellation Acknowledge C460 PCA _ E - 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 12 / 33

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

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

15 - Speed & Smart Service Delivery fields Service Tracking v 3.0 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 / 33

16 - Speed & Smart Service In-Out of warranty Service Tracking v 3.0 V 2.0V 3.0 In – Out of warranty field (getServiceRequest, putServiceRequest, putRepairStatus) 16 / 33

17 - Speed & Smart Service Extended warranty Pack info Service Tracking v 3.0 Added Pack information (getServiceRequest response) : V3 only SVC LevelDESCRIPTION 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 / 33

18 - Speed & Smart Service DTV, NPC field Service Tracking v 3.0 Added DTV and NPC fields (getServiceRequest) V3 only 18 / 33

19 - Speed & Smart Service Delivery fields Service Tracking v 3.0 Added Delivery fields (putRepairStatus, CI & PS) : V3 only Delivery starting date and time The date & time when shop received the repaired product Logistics identification job no The date & time when customer received the repaired product 19 / 33

20 - Speed & Smart Service Part Pending Service Tracking v 3.0 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 2.0V 3.0 Samsungs order confirmation number (SalesOrderNumber of part order response) 20 / 33

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

22 - Speed & Smart Service New fields in putRepairStatus Service Tracking v 3.0 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 When change from In-warranty to Out of warranty, the reason should be provided Technical issue RMA NO VOID1 : Impack Damage VOID2 : Liquid Damage VOID3 : Phon Lock VOID4 : Overseas Model 22 / 33

23 - Speed & Smart Service Contact permission Service Tracking v 3.0 Customers 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 / 33

24 - Speed & Smart Service Contact permission Service Tracking v 3.0 Customers 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 / 33


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