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

- Speed & Smart Service

Service Tracking v 3.0Service Tracking v 3.0

ECC

2012. 06


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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Service Type CODE


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


STATUS 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

04 ST052 Cancelled by ASC

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- SVC Tracking Version 3.0 only allowed new code


REASON CODE - [ST015 ] Acknowledge


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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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

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REASON CODE - [ST030] Pending


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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REASON CODE - [ST035] Completion


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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REASON CODE – [ST040] Delivery


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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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

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JOB_TYPE CODE


- 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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Cancellation acknowledge of putServiceResponse


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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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


Data transmission order


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


Data transmission order


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

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In-Out of warranty


V 2.0 V 3.0

In – Out of warranty field (getServiceRequest, putServiceRequest, putRepairStatus)

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Extended warranty Pack info


Added Pack information (getServiceRequest response) : V3 only

SVC Level DESCRIPTION

B04XW SVC Pack ; 4Hr Response



BD11W SVC Pack ; Next Business Day

BD22W SVC Pack ; Next 2 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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DTV, NPC field


Added DTV and NPC fields (getServiceRequest) V3 only

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Delivery fields


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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Part Pending


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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Part Pending (Continue)


putRepairStatus PartOrder

P : part is not used, still pending

U : part is used

GSPN

Web Service

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1069820813

1069820813

1069820813


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

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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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

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

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