Presentation on theme: "CustomerCCOTechnician Walk In Check Warranty by ODR(Reliance),S/N(TTSL/ BSNL) And prepares jobsheet, CCO accepting the handset will sign on Jobsheet #"— Presentation transcript:
CustomerCCOTechnician Walk In Check Warranty by ODR(Reliance),S/N(TTSL/ BSNL) And prepares jobsheet, CCO accepting the handset will sign on Jobsheet # Gives FULL Jobsheet to Customer. # Takes one more Printout of FULL Jobsheet and gives it to Technician Checks the H/S (FULL Jobsheet attached to H/S) Immediate repair FOC* Yes Repairs the HS, enter codes manually/electronically & time on jobsheet CCO enters details in Process Close the job Takes Customer Signature (HS to be kept) Handset No Provide Repair Estimate on Jobsheet No Handover to Customer for Approval Yes FOC* Yes No Take Cust sign on approval, give One Copy to Cust and One Copy to Technician Collect Jobsheet Cancel the call in SPX No Handset + Jobsheet Jobsheet and Handset Flow Process Customer wants WRITTEN ESTIMATE Yes No Provides BILL/ CASH MEMO to the customer * Please refer Slide 5
CustomerCCOTechnician Walk In Check Warranty by ODR(Reliance),S/N(TTSL/ BSNL) And prepares jobsheet, CCO accepting the handset will sign on Jobsheet # Gives FULL Jobsheet to Customer. # Takes one more Printout of FULL Jobsheet and gives it to Technician Checks the H/S (FULL Jobsheet attached to H/S) FOC* Yes Replaces the Accessory enter codes manually/electronically & time on jobsheet CCO enters details in Process Close the job Takes Customer Signature Handset Sale through LG SPX ‘PART SALES MANAGEMENT’ Provides BILL/ CASH MEMO to the customer Collect Jobsheet Cancel the call in SPX Handset + Jobsheet Jobsheet and Handset Flow Process(Only ACCESSORIES) No Only Accessory to be REPLACED * Please refer Slide 5
CustomerCCO Walk In Sale through LG SPX ‘PART SALES MANAGEMENT’ ACCESSORIES SALE Flow Process Customer wants only Accessory to be purchased Provides BILL/ CASH MEMO to the customer No Jobsheet to be prepared in this case
Center Information Center Code Center Tel Center Name Center Fax Customer Information Name Home Tel Mobile Contact Ph City Address Repair Information No Office Tel Beeper Pin State Brand Model Serial No Purchase Date Receipt Date Symptom Repair Code Technician Complaints Repair Explain Service Type Product Warranty Start Date Complete Date Defect Code Used Part Information No Part NoDescription Price Q’ty Center CCO Name & Signature Customer Signature Estimated CostCustomer’s Approval The Estimated cost for the repair of handset is Rs____________ Description : I, __________, agree to pay the sum of Rs _______, after the repair of handset Receipt No : Service SlipService Sheet Customer Information Name Mobile Repair Cost Information Labor Charge Other Charge Part Charge Tax Amount Tax (Sales) Tax (Service) Octroi Tax Amount Receipt No : Receipt Information Brand Model Serial No Purchase Date Receipt Date Complaints Receptionist Center Information Product Symptom Promise Warranty Center Code Center Tel Center Name Address PIN City State LST CST Customer’s Remarks Time taken to complete the call <6 Hrs <12 Hrs<24 Hrs >24 Hrs Payment Paid by Customer Free of charge Please sign after receiving the handset and handover this jobsheet to ASC Customer Signature If the handset is not picked within 30 days of the promise date, then ASC or LG is not responsible for handset Please bring this jobsheet to collect the handset
Jobsheets to be filed by ASC/ASP monthwise in a BOX file. Filed Jobsheets should be ONE FULL complete hard copy(with both Service Sheet and Service Slip) Filed Jobsheet (Serial wise)should be a CLOSED/CANCELLED jobsheet(with all printed data from SPX) Filed Jobsheet will have only Customer & CCO signature in Ballpen/Inkpen.There should be nothing else in Ballpen/Inkpen on the Filed Jobsheet. All TATA jobsheets to be filed in separate BOX file For all CLOSED calls,Customer Signature has to be only above ‘Customer Signature’ in Customer’s Remark section Customer Signature under Customer Approval section is only when Estimate is given and an approval is needed from the customer Do not give “Part Sales Invoice’ from SPX to the customer.Only (manual)Bill/Cash Memo,in LG specified Format, to be given to customer. Jobsheet
ASC call entry Matrix in SPX SPX All Other combinations will be rejected Service Activity TypeWarranty TypeSVC Type Cal l Typ eDescriptionBusiness Process P2P FOC(Free of cost) for customer In Warranty W/C Part SWAPICPRPart Claim on SalePart to PartYes W/C(BRC)ICBB"B" Type Part to Part + Repair ChargesNo W/C(Depot svc)-Customer AbuseICICCutomer AbusedNo Part to PartNo W/C(Depot svc)-RepairICIRNormal RepairPart to PartYes(Except X5) W/C Carrier A/cICIORefurb TATANo Part to PartNo Out Warranty W/C Part SWAPOCPRPart Claim on SalePart to PartYes W/C(BRC)OCBB"B" Type Part to Part + Repair ChargesNo W/C(Depot svc)-Customer AbuseOCICCutomer AbusedNo Part to PartNo W/C(Depot svc)-RepairOCIRNormal RepairNo Part to PartNo(Except S4) W/C Carrier A/cOCIORefurb TATANo Part to PartNo
Things to Do in SPX 1.Connect internet and Open SPX everyday morning (To update your SPX files ). 2. Sync all your data to LG ( LG and GCSC ) twice a day (Morning & Evening). 3. Check for LG Job number & Status for previous day jobs. 4. Check for rejected calls in Warranty claim in LG ( Bottom right of repair process ). 5. Check Help and About for latest file update ( Date should be current date ). 6. When entering a job or end of the day if the job is pending for spares, do not leave the job sheet open, instead convert to pending with proper reason (Never keep any calls as open ). 7. Before claiming any parts, make sure LG M-System ( Job No ) appears in SPX screen. 8. Centre Repair List should have“M-System No”(LG Job No) &“LG Status”,( LG status should be Open (or) Held, Do not send the parts to HO if the status is rejected or closed), Do not alter Centre Repair list at any cost. 9. Copy the ASC Db file before the end of the day to respective week day folders. (Create the Back folder on a different drive) Note 1 : Kindly escalate the rejected calls details along with the LG Job No to BSI. Note 2 : Reclaim calls ( less than 90 days ) will go to held status with remark – D (LG remarks in SPX), You may please send the parts to HO.