Post on 29-Mar-2015
- Speed & Smart Service
Service Tracking v 3.0Service Tracking v 3.0
ECC
2012. 06
- 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
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- Speed & Smart Service
Service Type CODE
Service Tracking v 3.0
Service Type(V 2.0)
Service Type(V 3.0)
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
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- Mainly service type should be IH, CI and PS
- V3.0 only allow new service type
- Speed & Smart Service
STATUS CODE
Service Tracking v 3.0
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
04 ST052 Cancelled by ASC
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- SVC Tracking Version 3.0 only allowed new code
- Speed & Smart Service
REASON CODE - [ST015 ] Acknowledge
Service Tracking v 3.0
OLD REASON (V 2.0)
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(Voicemail 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
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- Speed & Smart Service
REASON CODE – [ST025] Engineer assign
Service Tracking v 3.0
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
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- 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
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)
06 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
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- Speed & Smart Service
REASON CODE - [ST035] Completion
Service Tracking v 3.0
OLD REASON (V 2.0)
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
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- Speed & Smart Service
REASON CODE – [ST040] Delivery
Service Tracking v 3.0
OLD REASON (V 2.0)
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)
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- 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
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
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- Speed & Smart Service
JOB_TYPE CODE
Service Tracking v 3.0
- JOB_TYPE
Region Process name JOB_TYPE Description
Service Tracking getServiceRequest SRA Service Request Acquisition
Service Tracking putServiceResponse SRR Service Request Response
Service Tracking putServiceResponse PCA Put Cancellation Acknowledge
Service Tracking getSOPendingList PDL PenDing List
Delivery Tracking getShippingRequest SHA Shipping request Acquisition
Delivery Tracking putShippingResponse SHR Shipping request Response
Delivery Tracking getDeliveryStatus DSA Delivery Status Acquisition
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- Speed & Smart Service
Cancellation acknowledge of putServiceResponse
Service Tracking v 3.0
Cancellation Acknowledge
<?xml version="1.0" encoding="UTF-8"?>
<ASC_JOB_REQUEST>
<JOB_REQUEST>
<COMPANY>C460</COMPANY>
<JOB_TYPE>PCA</JOB_TYPE>
<REQUESTER>1000001</REQUESTER>
<TR_NO>4000000000</TR_NO>
<JOB_NO>1000001_000001</JOB_NO>
</JOB_REQUEST>
</ASC_JOB_REQUEST> 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
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- Speed & Smart Service
putRepairStatus
getServiceRequest
ST052 ‘Repair Cancelled ST052 ‘Repair Cancelled
START
ST010 Assigned to Service Centre ST010 Assigned to Service Centre
ST040 Repaired Goods Despatched ST040 Repaired Goods Despatched
ST035 Repair Completed ST035 Repair Completed
ST025 Engineer Assigned ST025 Engineer Assigned
ST015 Acknowledged ST015 Acknowledged
CC create new Service Order.
ST015 Acknowledged [HAZ08] Product received ST015 Acknowledged [HAZ08] Product received
END
ST030 Pending (Optional) ST030 Pending (Optional)
putServiceResponse
Connect to Warranty Labour claim
Service Tracking v 3.0
Data transmission order
- Speed & Smart Service
putRepairStatus
putServiceRequest
ST052 ‘Repair Cancelled ST052 ‘Repair Cancelled
STARTSTART
ST010 Assigned to Service Centre ST010 Assigned to Service Centre
ST040 Repaired Goods Despatched ST040 Repaired Goods Despatched
ST035 Repair Completed ST035 Repair Completed
ST025 Engineer Assigned ST025 Engineer Assigned
Customer bring a defect product to ASC directly
ST015 Acknowledged [HAZ08] Product received ST015 Acknowledged [HAZ08] Product received
ENDEND
ST030 Pending ST030 Pending
Connect to Warranty Labour claim
Service Tracking v 3.0
Data transmission order
- 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
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- Speed & Smart Service
In-Out of warranty
Service Tracking v 3.0
V 2.0 V 3.0
In – Out of warranty field (getServiceRequest, putServiceRequest, putRepairStatus)
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- Speed & Smart Service
Extended warranty Pack info
Service Tracking v 3.0
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
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- Speed & Smart Service
DTV, NPC field
Service Tracking v 3.0
Added DTV and NPC fields (getServiceRequest) V3 only
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- 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
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- Speed & Smart Service
Part Pending
Service Tracking v 3.0
Part Pending logicHP040 part not available(Samsung) : PART_NO mandatoryHPZ02 part ordered : PARTS_ORDER_NO, PART_NO, PART_QTY, SO_ITEMmandatory
V 2.0 V 3.0
Samsung’s order confirmation number (SalesOrderNumber of part order response)
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- 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
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1069820813
1069820813
1069820813
- 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 DamageVOID2 : Liquid DamageVOID3 : Phon LockVOID4 : Overseas Model
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- Speed & Smart Service
Contact permission
Service Tracking v 3.0
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
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- Speed & Smart Service
Contact permission
Service Tracking v 3.0
Customer’s contact tracking permission
- The field is only used for giving the service request and updated SVC information to customer
New fields
E : E-mailF : FaxS : SMST : TelephoneEF : E-mail/FaxES : E-mail/SMSET : E-mail/TelephoneFS : Fax/SMSFT : FaxTelephoneST : SMS/ TelephoneEFS : E-mail/Fax/SMSEFT : E-mail/Fax/TelephoneEST : E-mail/SMS/TelephoneEFST : E-mail/Fax/SMS/Telephone
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