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Service Tracking

Service Tracking. 16 July 2010. EUROPE CS CENTRE. Ⅰ. Introduction Tracking System. II. XML EDI Scenario. III. Tracking Life Cycle. IV. Analytic Service Tracking. V. ASTR Factors & Criteria. I. Introduction Service Tracking. Object.

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Service Tracking

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  1. Service Tracking 16 July 2010 EUROPE CS CENTRE

  2. Ⅰ Introduction Tracking System II XML EDI Scenario III Tracking Life Cycle IV Analytic Service Tracking V ASTR Factors & Criteria

  3. I. Introduction Service Tracking Object Provide correct repair progress information to customers Heighten customer satisfaction Improve Service performance Improve repair process by checking step by step Acquire Repair Progress from samsung.com Samsung Update Repair Progress of service centre Request Repair Progress to Call Centre Customer Service Centre provide Repair Progress Call Centre

  4. XML I/F XML I/F XML I/F [ B2Bi ] [ BC ] [ PDA ] I. Introduction Service Tracking System Introduction System Real-time Service Tracking by interfacing GSPN , BC, B2Bi, SPS with CIC and GMP Distribution • Receipt/Transfer • Message (claim) • Pick-up/Shipping XML I/F • Parts P/O • Check Parts Arrival Logistics Company • Contact Ctr. record • SVC Tracking record • Happy Call record XML I/F SAP CIC • Receipt • On progress (pending) • Completion (W’ty) • Check message • Pick-up/Shipping result Service Ctr. ASC System • W’ty input result • Real-time Pending • parts info (order, • due date, shipping, • arrival) • Parts Due Info • Parts S/A • W’ty approval info Web B2B • W’ty • Parts Order SPS System ASC (SAP BI) ERP (MM,SD,FI,WTY) [ GSPN ] • W’ty Info • Parts Info Engineer Mobile G-ERP Engineer

  5. II. XML Interface Scenario Scenario #1 process Customer contacts contact center first for the product repair Customer Service Centre Samsung Service Request Contact Center 1 Call Transfer 2 Eng’r assign 4 Assign to Service Centre 3 SAP CIC Internet ASC System Check Repair Status Update Repair Progress 6 5 XML EDI • Pending • Complete repair • Delivery product Internet Samsung.com Server Samsung.com

  6. II. XML Interface Scenario Scenario #1 Scenario1 explains the case that a customer contacts contact center first for the product repair getServiceRequest SAMSUNG ASC ① Data requested by ASC ② Response (Service request) 1.Send xml request to get the service requests accepted by Samsung call centre 2. After getting response, save the data into ASC system Call Centre putServiceResponse XML I/F Client ③ Upload Job No of ASC ④ Response CIC 3. Update ASC’s job no with Samsung Ref no. #ASC’s job no means the key value with which ASC identify their repair. putRepairStatus ⑤ Send Tracking status XML Server ⑥ Response Repair Engineer 5. Update Repair Status whenever any changes happens. Outbound Inbound

  7. II. XML Interface Scenario Scenario #1  getServiceRequest INPUT (Request) OUTPUT (Response) <?xml version="1.0" ?> <ASREQUEST_CIC_ASC> <AS_REQUEST> <ASREQUEST_INFO> <COMPANY>C430</COMPANY> C4B6 (Inseamna Romania) <JOB_NO>3000000001</JOB_NO> este nr dat de Samsung (nr tracking) <ASC_CODE>1234567</ASC_CODE>3295227 (nr identificare ESD) <PRODUCT> <PRODUCTSHORT> <MODEL_CODE>SGH-G600</MODEL_CODE>model produs <SERIAL_NO>A3LSGHG600</SERIAL_NO>serial number <PURCHASE_DATE>20100201</PURCHASE_DATE>data achizitie </PRODUCTSHORT> ... <IN_OUT_WARRANTY>I</IN_OUT_WARRANTY>tip intrare garantie ????? <REQUEST_DATE>20090816</REQUEST_DATE > data solicitarii <REQUEST_TIME>090000</REQUEST_TIME> orasolicitarii <REPAIR_ETD_DATE>20090818</REPAIR_ETD_DATE> data estimativa de reparatie <REPAIR_ETD_TIME>090000</REPAIR_ETD_TIME> oraestimata <TRACKING> <TR_STATUS>01</TR_STATUS> asignat service-ului <TR_STATUS_DESC/> </TRACKING> ... </AS_REQUEST> <AS_REQUEST> ... </AS_REQUEST> </ASREQUEST_CIC_ASC> <?xml version="1.0" encoding="UTF-8"?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C430</COMPANY> C4B6 <JOB_TYPE>SRA</JOB_TYPE> COMANDA DE INTEROGARE <REQUESTER>1234567</REQUESTER >3295227 <TR_NO></TR_NO> <JOB_NO></JOB_NO> </JOB_REQUEST> </ASC_JOB_REQUEST> Samsung References no. (TR_NO) Request Date is registration date of Call Centre, in case of getServiceReqeust REPAIR_ETD_DATE is Request Date + 2 days TR_STATUS = “01”

  8. II. XML Interface Scenario Scenario #1  putServiceResponse INPUT (Request) OUTPUT (Response) <?xml version="1.0"?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>3000000001 Success !!!</ERR_MSG> </RESPONSE> </RESPONSE_INFO> <?xml version='1.0' ?> <ASC_JOB_REQUEST> <JOB_REQUEST> <COMPANY>C430</COMPANY> C4B6 <JOB_TYPE>SRR</JOB_TYPE> <REQUESTER>1234567</REQUESTER> 3295227 <TR_NO>3000000001</TR_NO> NUMAR TRACKING SAMSUNG <JOB_NO>JOB12345</JOB_NO> NUMARUL FISEI </JOB_REQUEST> </ASC_JOB_REQUEST> Input (Request) - JOB_TYPE should be SRR - TR_NO, JOB_NO, both fields are mandatory Output (Response) - RETURN_TYPE should be S. - ERR_MSG contains TR_NO (Samsung reference no.)

  9. II. XML Interface Scenario Scenario #1  putRepairStatus INPUT (Request) OUTPUT (Response) <?xml version="1.0"?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>1234567890 Success !!!</ERR_MSG> </RESPONSE> </RESPONSE_INFO> <?xml version='1.0' ?> <REPAIR_STATUS_PART> <REPAIR_STATUS_INFO> <COMPANY>C430</COMPANY> <TR_NO>1234567890</TR_NO> <ASC_CODE>1234567</ASC_CODE> <ASC_JOB_NO>JOB12345</ASC_JOB_NO> <TRACKING_COMMENT> <TR_STATUS>02</TR_STATUS> STATUS MAPAT ESD <TR_STATUS_DESC></TR_STATUS_DESC> <TR_STATUS_COMMENTS></TR_STATUS_COMMENTS> </TRACKING_COMMENT> <TRREASON> <TR_REASON></TR_REASON> <TR_REASON_DESC></TR_REASON_DESC> </TRREASON> <REPAIR_ETD_DATE>20090822</REPAIR_ETD_DATE> TIMP ESTIMAT DE REPARATIE * data intrare + 2 zile <REPAIR_ETD_TIME>100000</REPAIR_ETD_TIME> <REPAIR_COMPLETE_DATE>20090822</REPAIR_COMPLETE_DATE – DATA CAND TRECE IN STATUSUL DE EXPEDIAT> <REPAIR_COMPLETE_TIME>100000</REPAIR_COMPLETE_TIME> <GOODS_DELIVERY_DATE></GOODS_DELIVERY_DATE> DATA CAND A TRECUT IN STATUSUL EXPEDIAT <GOODS_DELIVERY_TIME></GOODS_DELIVERY_TIME> ….. <MODEL_CODE>SGH-G600</MODEL_CODE> <SERIAL_NO>A3LSGHG600</SERIAL_NO> </REPAIR_STATUS_INFO> …… </REPAIR_STATUS_PART> TR_STATUS = 05 - Should insert REPAIR_ETD_DATE value - TR_REASON is mandatory TR_STATUS = 02 - Should insert REPAIR_COMPLETE_DATE value TR_STATUS = 03 - Should insert GOODS_DELIVERY_DATE value

  10. II. XML Interface Scenario Scenario #2 process Customer contacts dealer or shop or service centre first for the product repair Customer Service Centre Samsung Contact Center Service Request 1 SAP CIC Eng’r assign 3 Upload Service Reqeuest 2 Check Repair Status Through Call or Web Site 5 6 Update Repair Progress Internet ASC System Upload Repair Progress Internet 4 XML EDI Samsung.com • Pending • Complete repair • Delivery product Samsung.com Server

  11. II. XML Interface Scenario Scenario #2 Scenario2 explains the case that a customer contacts service center first for the product repair putServiceRequest SAMSUNG ASC ① Send Service Request ② Response 1. Upload the service requests which ASC accepts from the customer XML I/F Client XML Server CIC Server putRepairStatus ③ Send Tracking status ④ Response 2. Update Repair Status whenever any changes happens. Call Centre Repair Engineer Outbound Inbound

  12. II. XML Interface Scenario Scenario #2  putServiceRequest INPUT (Request) OUTPUT (Response) <?xml version="1.0" ?> <ASREQUEST_CIC_ASC> <AS_REQUEST> <ASREQUEST_INFO> <COMPANY>C430</COMPANY> <JOB_NO>JOB12345</JOB_NO> NUMAR FISA DATA IN <ASC_CODE>1234567</ASC_CODE> <PRODUCT> <PRODUCTSHORT> <MODEL_CODE>SGH-G600</MODEL_CODE> <SERIAL_NO>A3LSGHG600</SERIAL_NO> <PURCHASE_DATE>20100201</PURCHASE_DATE> </PRODUCTSHORT> ... <IN_OUT_WARRANTY>I</IN_OUT_WARRANTY> <REQUEST_DATE>20090816</REQUEST_DATE> DATA INTRARI IN SERVICE (DATA) <REQUEST_TIME>090000</REQUEST_TIME(ORA>) <REPAIR_ETD_DATE>20090818</REPAIR_ETD_DATE> DATA IN+2 ZILE <REPAIR_ETD_TIME>090000</REPAIR_ETD_TIME> <TRACKING> <TR_STATUS>01</TR_STATUS> DE REPARAT LA ESD <TR_STATUS_DESC/> </TRACKING> ... </AS_REQUEST> <AS_REQUEST> ... </AS_REQUEST> </ASREQUEST_CIC_ASC> <?xml version="1.0" ?> <ASREQUEST_CIC_ASC_RESPONSE> <ASREQUEST_RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <JOB_NO>3000080022</JOB_NO> <BP_NO>2900128261</BP_NO> ID CLIENT <ERR_MSG>JOB12345 Success</ERR_MSG> </ASREQUEST_RESPONSE> </ASREQUEST_CIC_ASC_RESPONSE> JOB_NO  ASC identification number - Input JOB_NO is used in out ERR_MSG • REPAIR_ETD_DATE • This field is mandatory • The value should be the estimated date which • defect product can be repaired TR_STATUS - Should be [01]Assigned to Service Centre Mandatory fields - LAST_NAME, TEL_NUMBER1 are mandatory

  13. II. XML Interface Scenario Scenario #2  putRepairStatus INPUT (Request) OUTPUT (Response) <?xml version="1.0"?> <RESPONSE_INFO> <RESPONSE> <RETURN_TYPE>S</RETURN_TYPE> <ERR_MSG>1234567890 Success !!!</ERR_MSG> </RESPONSE> </RESPONSE_INFO> <?xml version='1.0' ?> <REPAIR_STATUS_PART> <REPAIR_STATUS_INFO> <COMPANY>C430</COMPANY> <TR_NO>1234567890</TR_NO> <ASC_CODE>1234567</ASC_CODE> <ASC_JOB_NO>JOB12345</ASC_JOB_NO> <TRACKING_COMMENT> <TR_STATUS>02</TR_STATUS> <TR_STATUS_DESC></TR_STATUS_DESC> <TR_STATUS_COMMENTS></TR_STATUS_COMMENTS> </TRACKING_COMMENT> <TRREASON> <TR_REASON></TR_REASON> <TR_REASON_DESC></TR_REASON_DESC> </TRREASON> <REPAIR_ETD_DATE>20090822</REPAIR_ETD_DATE> <REPAIR_ETD_TIME>100000</REPAIR_ETD_TIME> <REPAIR_COMPLETE_DATE>20090822</REPAIR_COMPLETE_DATE> <REPAIR_COMPLETE_TIME>100000</REPAIR_COMPLETE_TIME> <GOODS_DELIVERY_DATE></GOODS_DELIVERY_DATE> <GOODS_DELIVERY_TIME></GOODS_DELIVERY_TIME> ….. <MODEL_CODE>SGH-G600</MODEL_CODE> <SERIAL_NO>A3LSGHG600</SERIAL_NO> </REPAIR_STATUS_INFO> …… </REPAIR_STATUS_PART> TR_STATUS = 05 - Should insert REPAIR_ETD_DATE value - TR_REASON is mandatory TR_STATUS = 02 - Should insert REPAIR_COMPLETE_DATE value TR_STATUS = 03 - Should insert GOODS_DELIVERY_DATE value Check maximum character - Before sending data, fields should be trimmed

  14. III. Tracking Life Cycle Tracking Life Cycle START Pending Reason 01 ‘Parts not available 02 ‘Technical problem 03 ‘Customer not available 04 ‘Waiting for confirmation from customer 05 ‘Not assigned to a repair engineer 06 ‘No Buffer Stock 07 ‘Pick Up Request 08 ‘No KITs 28 ‘Appointment Rebooked 01 ‘Assigned to Service Centre 09 ‘Engineer Assigned 05 ‘Pending 02 ‘Repair Completed 15 ‘Repair Cancelled 03 ‘Repaired Goods Despatched END

  15. IV. Analytic SVC Tracking Outline Object & Process Provide live repair progress information to customer Enforce communication with customers by sharing repair progress info Improve repair process by checking step by step CF1. Timely Created • Tech. Advice • Service Request CF2. Visit appt/ Repair Complete Appt. • Happy call [ customer ] [ Tech. Agent ] [ Contact Center ] • Transfer CF9. Correct W’ty Info CF3. Eng’r Assignment CF8. Completion Input • W’ty claim • Transfer (CF2, 3) Carry In [Dealer/shop] • Completion Input [Samsung System] • In Home ( IH ) [ Engineer ] CF7. Appointment Observance CF5. Pending Reschedule

  16. IV. Analytic SVC Tracking Outline Management Process Set-up detailed mgt. system from SVC request to delivery step by step  Monitor through the progress based on 7 factors (year of 2009) SVC Request Step Complete Repair Transfer • Assignment mgt. • - assign eng’r BEFORE the appointment • Eng’r Info mgt. • - assignment date • Appt. Observance mgt. • - reappointment BEFORE first appointment • - process (pending) info • repair notice mgt. • - urging repair notice on over-time cases • - check notified action • Appointment date mgt. • - visit appointment • ( In Home ) • - repair complete appt. • (Carry In ) • Completion info mgt • - complete date • - Delivery date • Consistency on info b/w W’ty and CIC • - request date Progress Mgt. Factor CF1 Timely Created CF2 Visit Appointment CF3 Eng’r Assignment CF5 Pending Reschedule CF7 Appointment Observance CF8 Completion Input CF9 Correct W’ty info

  17. V. ASTR Factors & Criteria III. QSTR Factors and Criteria ASTR Factors & Criteria

  18. III. QSTR Factors and Criteria V. ASTR Factors & Criteria IV. Flow chart with Check Logic ASTR Factors & Criteria CF1) Timley Created Receipt Receipt Info ASTR [Calculation] Analytic Service Tracking ratio = Qualified Tracking * 100 Total Service Tracking • system input date =< Date of receipt +1 day Y Visit Appointment Info On-Site CF2) Visit Appointment N Y Carry-In Estimated Completion date info • On-Site : Visit app. >= system input date • Carry-In : Estimated complete date >= system input date N Eng’r Assign CF3) Eng’r Assignment • Assignment status = 09 CF5) Pending Reschedule Progress Pending Info • Pending occurrence <= First Appt.+1 Pending • visit promise date/time >= Assignment date/time • expected completion date/time >= Assignment date/time CF7) Appointment Observance Reschedule Reschedule Info • Last app.-1 <= Actual repair date <= Last app.+1 Complete CF8) Completion Input Completion info • Completion date <= system input date <= Completion date+3 Delivery CF9) Correct W’ty Info Delivery info • Service Request date

  19. Thank You !

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