Dealer Service Operations Manual

Transcription

1 Dealer Service Operations Manual

2 Table Of Contents 1. Ricoh India Limited, NSD Statement of intent Mission Statement Key Contact List Field Service Guidelines 2.1 Objective Service Cost Module Service targets & Standards Service Reporting Contract options for Customers Service Manual and parts catalogues Recommended life of fast moving inventory Recommended Tool List Service Technician recruitment guideline. 36 2

3 3 Ricoh Field Support Program 3.1 Objective FPR and Issue Escalation Process Service Manager Visit Program Engineer Visit Support On-Line Technical Support Program Recruitment and Induction support Spare parts Administration 4.1 Stocking Levels Spares / Consumable Indent Process Emertel Process PCB Repair Policy

4 5 Service Training 5.1 Objective Qualification &Recruitment Basic Product Training Induction Assessment Training Charges & Duration Training on other products Warranty Administration Objective Process MIF Support Charge Transit Damages MIF Transfer Fee

5 Statement Of Intent This manual has been designed to communicate the basic policies and Service Support Guidelines to enable the Dealers to provide an efficient after sales service support to RICOH customers and maintain a high level of Customer Satisfaction. Mission Statement of National Service Department To ensure high quality professional and responsive Service Support to RICOH Customers by establishing a strong communication bond between RICOH & the Dealers and continuously improving the service capabilities of the Dealers.

6 1. Key Contact List For Name Designation Contact Service Planning R K Bawa Head Service Planning (Dir) Extn: rk.bawa@ricoh.co.in Field Opeartions Deepak Agrawal Head- Field Operations (Dir) Extn: Deepak.Agrawal@ricoh.co.in Technical Support and Service Training related matters Anil Mehta S. Gurumusthy Manager -Training & Tech Support Extn: anil.mehta@ricoh.co.in Extn: gurumurthy@ricoh.co.in B. Sengupta Syed Anees Ismail Technical Support Manager Extn: bijon.sengupta@ricoh.co.in Extn: 1314 Sanjay Mittal Manager-Service Planning Extn: sanjay.mittal@ricoh.co.in Service policy, Offtake & Customer complaints Sanjeev Mehta Service Planning Manager Extn: Sanjeev.mehta@ricoh.co.in

7 2. FIELD SERVICE GUIDELINES 2.1 Objective of this section: To provide guidelines and processes to the Dealers, necessary to service and maintain Ricoh Products. 2.2 Service Cost Module This module provides the Dealer with an idea of approximate model-wise cost incurred, to arrive at his profitability. This module provides an estimated average cost/copy for the models sold/serviced by dealers. The cost, as indicated in model wise cost modules, uses the rated target yield of consumables and average of Spares cost/copy for arriving at the total cost per copy. Kindly note that these costs are indicative and may vary due to climatic conditions, type of originals and engineer skill/experience levels. Manpower cost/copy is not included in this module, as it will depend upon the AMCVs, which are different for different locations. Prices indicated in this module are subject to change with one month s notice to the Dealer.

8 Module 3313/3013/3213/3513/3713 Description Target Yield/Unit Factor* DEALERPrice per unit Cost/Copy Toner Type 320E 10, paise Drum A ,000 2/ paise Developer Type ,000 2/ paise TOTAL= 16.1 paise Average Cost of spares part =8.1 paise Total inventory cost =24.2 paise Cost Module 4015/4018/4615/4618/3613/3813 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner Type , paise Drum A ,000 4/ paise Developer Type 3 45,000 4/ paise TOTAL= 19.1 paise Average Cost of spares part = 3.0 paise Total inventory cost =22.1 paise Cost Module 4215 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner Type 410 9, paise Drum A ,000 3/ paise Developer Type ,000 3/ paise TOTAL= 18.5 paise Average Cost of spares part = 2.9 paise Total inventory cost = 21.4 paise Cost Module FT4422 Description Target Yield Factor* DEALER Price Cost/Copy per Unit per unit Toner Type 420 9, , paise Drum A ,000 3/4 7, paise Developer Type ,000 3/4 1, paise TOTAL=20.7 paise Average Cost of spares part = 2.9 paise Total inventory cost =23.6 paise

9 Cost Module FT4027/5035/5535/5632/5640/5832/5840/4327/5422 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner Type , , paise Drum A ,000 6/7 6, paise Developer Type 1 100,000 8/9 1, paise TOTAL=13.2 paise Average Cost of spares part = 4.5 paise Total inventory cost =17.7 paise Cost Module FT4065/6950 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner Type 1 5, paise Drum ,000 2/ paise Developer Type ,000 ½ paise TOTAL=9.38 paise Average Cost of spares part = 6.9 paise Total inventory cost =16.28 paise Cost Module FT4730/4495 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner A , paise Drum ,000 2/ paise Developer Type ,000 ½ paise TOTAL=9.3 paise Average Cost of spares part = 6.0 paise Total inventory cost =15.3 paise Cost Module 6350/7650 Description Target Yield per Factor* DEALER Price Cost/Copy Unit per unit Toner Type F400 38, paise Drum A ,000 4/5 14, paise Developer Type 1 120,000 13/14 1, paise TOTAL=12.2 paise Average Cost of spares part = 4.5 paise Total inventory cost =16.9paise

10 2015/2018/2018D Tgtyield/unit Factor Dealer price/unit Cost per copy Toner Drum / Developer / Avg. cost of spare = 3.0 paise Total inventory cost = 19.9 paise 2022/2027/2032 Tgtyield/unit Factor Dealer price/unit Cost per copy Toner PCU / Avg. cost of spare = 2.8 paise Total inventory cost = 23.3 paise 2035/2045 Tgtyield/unit Factor Dealer price/unit Cost per copy Toner Drum / Developer / Average Cost of Spare 2.0 paise Total inventory Cost 18.5 paise * Factor: A multiplying factor is considered to average out the life Drum & Developer, as 1 unit each is supplied with the machine. Assumption: A life cycle (in years) and AMCVs are assumed as indicated below for arriving at the multiplication factor for each product. MODEL Life Cycle in years AMCV Total copies done in life cycle Dr / Dev Consumed in life cycle 3XXX ,000 2 Dr., 2 Dev ,000 4 Dr., 4 Dev. 4215/ ,000 4 Dr., 4 Dev. Phoenix ,000 7Dr., 9 Dev ,000 3 Dr., 2 Dev ,680,000 5Dr.,14 Dev. 2015/18/18D Dr, 10 Dev 2022/27/ PCU 2035/ Dr, 10 Dev

11 2.3 Service Targets & Standards Objective: To help the Dealer maintain a level of Service in line with RICOH standard and Customer requirement. Achievement of these targets will help the Dealer achieve Customer Satisfaction with the services rendered. The targets may be redefined from time to time and will be communicated to the dealer Service Targets Parameter Target Average Response Time 2 Hrs Delayed Response Time (RT>6 Hrs Metro) Calls 0 Calls Average Down Time 4 Hrs Delayed Down Time (DT>8 Hrs Metro) Calls 5% Repeat Calls* 4% CR Calls * AT CALLS: Are low reliability calls, which the customer calls again before a certain days (specified below). Category DBC A&B 3 Days C&D 2 Days E 5 Days FAX 10 Days Copier Reliability Target & Categorisation Category A B C Model FT4065 FT3313 FT3013 FT3213 FT3513 FT3713 FT4015 FT4018 FT4615 FT4618 FT3613 FT3813 FT4215 FT4730 FT4495 FT4422 FT6950 AF 1015/18/D AF 2015/18/D FT4027 FT5035 Copies Between Call

12 D E FT5535 FT5632 FT5640 FT5832 FT5840 FT4327 FT6350 FT7650 VT1730 VT1800 AF 1022/27 AF1022/27/ / /

13 2.3.2 COPY / PRINT QUALITY STANDARDS Since the copier service is about providing the copies & prints to the customers, the Customers would rate the quality of service partly on the quality of copies / prints the machine delivers to them. WHAT IS GOOD COPY QUALITY & WHAT IS ITS MEASUREMENT? This section provides the explanation of test chart parameter, which must be used in field to set the Copy Quality standards on Ricoh products. The test chart parameter explained in this section is released for Ricoh Analog & Digital B/W copiers. This test chart is used for testing the Copy Quality standards for A3 as well as A4 copies. The Part Number for the test chart is A One quantity of this test chart is provided free of charge as the first issue. Any further requirement can be met on a payment basis through indents from the supporting branch. The Dealer price for test chart is Rs (Rupees three hundred & twenty only) per piece. The instructions on usage of Test Chart are given below. Test Chart Usage Instruction: The following section explains the Copy Quality standards to be used in the test chart. Please refer to enclosed Annexure - 10 for the relevant section to be used for specific parameters, for e.g., section & are used for checking & adjusting the Lead Edge Registration parameter of the copies. The adjustment parameters may vary from product to product hence it is strongly recommended to use the respective product service manual for the correct specifications & tolerances of Copy Quality standards. 1. & - Lead Edge Registration: Section & are used for checking the Leading Edge registration of the copies (A3/A4 copies). Lead Edge registration is checked as the alignment of copy output with the original. Normally adjustment standard for Lead Edge registration is 0 ± 2mm. Use section for A3 copies and use section for A4-R copies. The adjustment can be performed using relevant SP-mode or dip switches as applicable. 2. & Side to Side Registration / Skew (A3/A4 size copies): The Side to Side Registration (Top edge) or the Skew in the paper feed can be checked using this section of the test chart. Use section for A3 test copies and use section for A4-R copies. Normally the adjustment standard for Side to Side Registration is 0 ± 2mm. This adjustment is done by setting tray fence adjustment or in some models using SP modes. Paper Skew is generally caused because of faulty registration rollers, uneven pressure of registration springs or the other feed components. Please check feed area for any physical

14 obstruction to paper movement. The adjustment specification is to have two extreme scales at ± 1mm. 3. & - Jitters (A3/A4 size copies): Jitter causes localized blurring of image in straight lines on copy. Jitters are caused because of improper Copy Paper movement or because of jerky Scanner movement. To distinguish between the two use the following guidelines: 1. Copy paper movement: If the copy paper movement is obstructed during the image transfer the drum movement will cause a black band on the copy, hence the jitter caused due to paper movement will cause black band on the fine grey bars at section or at section. 2. Scanner movement: If the scanner movement is obstructed a higher amount of light will fall momentarily in the particular area, hence the jitter thus caused will leave a white band on the fine grey bars at section or at section. Check for any Jitters on bars section or and troubleshoot them by identifying the source of jitter. 4. & - White line(s) in half tone area / & - White line(s) in Solid area (A3/A4 size copies): These sections are used to check if any white lines appearing vertically (along the feed direction) in the copies. Any white lines appearing on this section could be due to the improper Charging, Development or Transfer. Clean the relevant components for eliminating the white line problems. 5. & - Main scan / Horizontal magnification (A3/A4 size copies): The size of the lines at Sections & are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of lines must be measuring 100 mm ± 0.5 mm on copies. If it is out of specification, adjust the horizontal magnification using SP modes. 6. & - Sub scan / Vertical magnification (A3/A4 size copies): The size of the lines at Sections & are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of line must be measuring 100 mm ± 0.5 mm on copies. The length of the line may vary on copies due to the Scanner speed. If it is out of specifications adjust the scanner speed (Vertical Magnification) using SP modes Solid Black Area: This square block in the section of test chart represents the ability of producing the solid area density by the copier. This must be completely black without any white spots or the grey areas within it Photo image: Use the photo mode in the copier (where applicable) to check the quality of photographs printed on copies using this section. 9. & - Scanning bit error (Max. A3/A4 size copies): This section is used in digital copiers only for checking the alignment of the black angular pixels while scanning. The angular lines should appear without any breakage i.e., it should not look like a saw tooth line.

15 10. Letter: Use this section for checking the clarity of reproduction of the Letters (Alphabets). The smallest alphabets shown at section should be clearly resolved on the copies. 11. & - Uneven Image Density (Max. A3/A4 size copies): These sections are used to check the evenness of copy density on both the ends (Top & Bottom) of the copies. Compare section with shaded section or section with shaded section. Both ends must at the same density level. The uneven Exposure lamp intensity affects side to side density for grey bar. Adjust exposure lamp intensity through SP modes in small steps until the lightest band on both ends just appears (slightly visible) on copies ID Balance of Solid Black Areas: Section is used to check the balance of solid areas on the four corners of the copies. Solid circles on four corners of the copies must be totally black without any shade or white patches. The components that may affect the side to side density are Exposure lamp position, Optics adjusting plates, Charge balance, Developer brush height or Cross-mixing. 13. Resolution: Section is used to check the image resolution on the copies. All the lines in the Scale 2.8 in both, the horizontal & the vertical direction, should be fully resolved (lines not merging into each other). This must be checked at both ends as well as at the centre of the test chart (resolution scale just above shaded section & just below section at the centre for A3 copying). Adjust Scanner position or Focus adjustment in small steps till the scale 2.8 is clearly visible on copies. Please Note 1. It is advised that the test chart should not be used for demonstrating the copy quality to customer. All the copies made using test chart must be destroyed before leaving the customer premises. 2. Adjust Copy Quality as per specifications and correct sequence as explained in the service manual 3. Do not disturb any adjustment unless you are sure. 4. Keep the test chart clean and free from any Toner marks. It is advised to keep test charts in an envelope preferably plastic cover. 5. Test chart is a Service Tool, please use it.

16 Use this for A3 copying specifications Annexure 10 V W K L B B M J M N I G F E H D P O Q R B,C E,U T P S Use this for A4 copying specifications

17 2.4 Service Reporting: Objective: It is RICOH s endeavour to help Dealers run an efficient service operation to achieve enable end Customer satisfaction. To meet this objective it is essential that service performance is analysed and a feedback is given to the Dealer. Dealer is, therefore required to send certain service information in form of scheduled reporting. This module will familiarise the Dealer with Ricoh service reporting process & schedule Reports, responsibility and reporting Schedule Report Service Call Sheet 4C/AMC Agreement Copies Install Report NECR Service Call Log Reporting on Non-Ricoh Supplies Bi-monthly Indent Monthly MIF report Explanation Responsibility Schedule Sheet filled by ST after completing service call. To be sent to WORK CENTRE EXECUTIVE in the supporting branch A copy of signed contract form between the Dealer & Customer to be sent to the branch WORK CENTRE EXECUTIVE of supporting branch. To be filled in by an ST in duplicate & counter signed by customer after each installation. One original install report to be sent to branch WORK CENTRE EXECUTIVE. Technical report of new machine installed. To be sent to the branch WORK CENTRE EXECUTIVE Format used to log the service requests from the customer. Copy for the month to be sent to Branch WORK CENTRE EXECUTIVE To report on the non RICOH supplies vendor giving details like cost, vendor s address, packing /container of the item etc. to the Branch Service Head Format through which purchase of stocking level spares/consumables is carried out. To be sent to Branch Service Head. A format through which the model wise & status wise MIF in Dealer location is reported. Any deletion in MIF is also reported by this report (Annex-9). This report is sent to branch WORK CENTRE EXECUTIVE. Dealer s WORK CENTRE EXECUTIVE Dealer s WORK CENTRE EXECUTIVE Dealer s WORK CENTRE EXECUTIVE Dealer s WORK CENTRE EXECUTIVE Dealer s WORK CENTRE EXECUTIVE Dealer Dealer WORK CENTRE EXECUTIVE Weekly batch of the SCRs to be sent By last Working day of the month Weekly batch of the Install Report to be sent. Weekly batch of the NECR Along with Install Report to be sent. Weekly batch of the Service Log along with SCR s to be sent. On As and When basis Dates, as communicated by supporting branch On last working day of the month.

18 2.4.2 Work Control Desk: The WORK CENTRE EXECUTIVE is RICOH s interface with the customer who wants to log their request for service. It is WORK CENTRE EXECUTIVE s responsibility to ensure that a customer s machine is up in shortest possible time. Call Logging: WORK CENTRE EXECUTIVE needs to log the customer s request for service along with the call time & reason for breakdown in the logbook. WORK CENTRE EXECUTIVE will use Julian calendar and decimal time while logging a call (also refer to point 1 & 2 of section 2.4.4). SCR retrieval & processing: After getting the SCR back from ST after completion of call, WORK CENTRE EXECUTIVE will make the entry in the logbook & MRC. Broken call Chart: If the ST has broken a call (refer to point 17 of section 2.4.3) it is the WORK CENTRE EXECUTIVE s responsibility to track & ensure early completion of such calls through ST. To facilitate timely completion of broken calls, WORK CENTRE EXECUTIVE needs to track such calls by writing & prominently displaying the customer s name, call broken date & cause for broken call on a chart in front of his / her desk. After completion, the call will be struck off from broken call chart. Refer to the format as below: Broken call track chart Customer Name Date broken Reason Broken Call Closed on Remarks

19 2.4.3 Filling instructions for SCR The Service Call Sheet (SCR) is to be completed by the Engr. to whom a job has been assigned. When assigning jobs to engineers in the morning it is the responsibility of the WORK CENTRE EXECUTIVE to fill in the header details of the SCRs. A separate SCR should be used for each job. The WORK CENTRE EXECUTIVE therefore, either enters the following information on the SCR or relays it over the telephone to the engineer. 1. CUSTOMER NAME AND ADDRESS. 2. TELEPHONE NUMBER AND CONTACT NAME. 3. CALL REASON - Enter either problem code displayed by machine or problem as described by customer. 4. AREA CODE - Machine location code (see Codes) 5. JOB REF. NO. - Enter 5 digit Job Reference Number. First 3 digits indicate Julian Calendar day of call receipt and last 2 digits indicate serial number of the call during the day. 6. M/c No. - Enter last four digits of machine Serial number. 7. MODEL - Enter relevant model number. 8. S - Machine Status (Contract Type). 9. DOCUMENT NO.- This filled by W/C for indexing and ease of retrieval of SCR at a later date. 10. CALL TIME - Time when call was received at work control. Required only for Customer Request Calls. a. TIME DESPATCHED - Enter the time the ST was moves to the customer s site. ( From Office or from Another customer Place) 11. TIME ARRIVED - Time when Engr. reaches the machine (not the premises of the customer). 12. METER READING - The total meter reading as displayed at time of arrival. 13. DAY NUMBER - Julian Calendar day of activity. 14. MAIN ACT - Enter Code and time taken to perform maintenance activity. 15. INDIRECT ACT - If any indirect activity carried out during a call i.e. visit to stores, enter relevant code and time of activity.

20 16. INC RC - Incomplete reason code. To be entered when Engr. breaks call for any reason. Enter relevant broken call code on SCR. On return visit day the same code should be repeated in Maintenance Activity code column. 17. TOTALS - Mention total time spent on activities for the job. 18. CALL COMPLETED - Enter Julian Calendar day and time of call completion 19. REMARKS - Qualitative information about the call may be entered here. 20. LAUNCH DATA- Enter relevant Symptom, Cause, Action codes. Tick SRF column if parts have been used. 21. ST NO. - Enter the relevant Service Technician number. 22. ST SIGN. - Service Technician s signature. FOR NON BILLABLE SERVICE 23. NOM - Enter the relevant SRF Nominal Code under which the part was used. 24. ITEM NO. - Serial number of part. 25. PART NUMBER- Enter 8 digit alpha-numeric number of part used. Alphabet to be written within the bold lines. 26. DESCRIPTION - Name of part used. 27. QTY USED - Number of each part used.

21 29. Work control should make sure that SCR are handed over by the Service Technician on the day of completion of the job or at the earliest possible time thereafter. After checking that the SCR is complete in all respects, WORK CENTRE EXECUTIVE makes a completion entry in the log book & marks a tick in last column to indicate receipt of SCR. Before filing SCR in month order, give a running document number for ease of tracing the document at a later stage. 30.To keep control on timely submission of SCR, WORK CENTRE EXECUTIVE should make a weekly missing SCR list ST wise and display in the location. A copy should also be handed over to the Dealer for his focus Common terms used in service 1 Julian Calendar (Working Days Ricoh India Ltd.) Working Days in standard Julian Calendar are serially numbered from 001 ; 001 being 1 st working day of the year. Day number used as pre-fix for Ref. No. and also for determining inter-call period etc. Calendar may vary from region to region due to differing holidays and will be provided by supporting branch to the Dealer. 2 Decimal Time All time reporting is based on 24 hrs clock with hours expressed as it is and minutes are converted into decimals time by dividing minutes by 6. A remainder of up to three minutes is ignored while more than three minutes is rounded off to the next digit. Example: 4.15PM= Hr. 16 Min 15/6 =2. 3 minutes remainder ignored So time= PM= Hr. 13 Min. 25/6=4 & 1 minute remainder ignored So time= AM=Hr. 11 Min. 34/6=5 & 4 minute remainder rounded off to next digit so the time = Consumables Materials used up in the normal operation of a product (e.g. Drum, Toner, Developer, etc. in Xerographic equipment). 4 Daily Print Volume (DPV) Number of copies made per working day. Also, Monthly Copy Volume = DPV X No. of days in month. 5 Machines in field (MIF) All machines in field 6 Module A separate physical and functional unit or sub-assembly, which can be replaced as one entity.

22 7 Repeat Call CR call received before a targeted number of elapsed days since the last CR call.(ref. to the table). 8 Reliability/MCBC Specific period for which a machine performs without a failure. May also be expressed as quantum of production in that period. Usually expressed in copies between calls CBC. 9 Down Time Time a machine is not available to customer to perform its function( Measured from the time call is logged to the time machine is made fully functional) 10 Up Time Time a machine is functionally available to a customer. 11 Response Time Number of working hours between/receipt of a customer s request for a service and arrival time of the ST at the customer s premises. 12 Call Time Time at which the customer s request for service is received at Work Control. It is recorded with in Ricoh Working hours. 13 Time Dispatched Time at which ST is dispatched for Service Call. In case more than one call is being attended to in series by the Engineer, time dispatched for succeeding call will be same as call completed time for preceding call. 14 Time Arrived Time at which Service Engineer arrives at the machine site to perform the service call. 15 Travel Time Time to travel from Service Office to customer (M/c site) or from one customer to next customer. Travel Time during Ricoh working hours only is reported. 16 Call Completed Time Time at which the Service Call is completed. 17 Logistics Time Time spent after commencing a job in picking up spares from stores or locally repairing a part. 18 Job Time Excluding logistics time, if any all the time spent at the customer s place during a service call is treated as Job Time. 19 Ricoh Hours. Normal working hours e.g.: 0915 to 1730 hrs.

23 2.4.5 List of Activity Codes DIRECT ACTIVITY CODES 01 - Customer request call ( Related to RT, DT, Reliability) Customer Education Call (Key Operator Training Call). If given at the time of install, then to be merged with 30 code Abort Call (Machine not available / wrong machine / office closed / Power cuts etc.) 40 - Technical Assistance required 41 - Spares Replacement (Available at dealer stores) 42 - Spares Replacement (Not available at dealer stores) 43 - Other Reasons (No power, Call pressure) 30 - Installation call 31 - Dis-install / Resite Machine Call 14 - Courtesy Call (C.C.) INDIRECT ACTIVITY CODES 86 - Special Activities. Prepare machine for Demo / Exhibition. Support during Demo / meeting with customer of Sales Person. Inspecting machine to bring under Ricoh service contracts Extended maintenance of machine at branch location Logistic Time (To obtain parts from stores during a call. Includes Travel Time to stores and back.) Launch Data/ Product SCA codes Refer to Annex.-6 Nom Code 300- Issue of Toner/Oil to Rental customers 145- Issue of Drum/Developer for Rental customers 140- Normal Issue 400- Issue of Toner/Oil to 4C customer 550- Customer Sale 600- Consumables for own use machine

24 2.4.5 Location-wise list of Dealer ST codes: THE DEALERST'S ENGR. CODE BRANCH AREA ENG_CODE BRANCH AREA ENG_CODE AHMEDDEALERD BHARUCH 7135 DELHI AGRA 7112 AHMEDABAD BHAVNAGAR 7301 DELHI GURGAON 7111 AHMEDABAD GANDHIDHAM 7305 DELHI GURGAON 7136 AHMEDABAD JAMNAGAR 7130 DELHI MEERUT 7109 AHMEDABAD RAJKOT 7304 DELHI NOIDA 7108 AHMEDABAD SURAT 7302 DELHI NOIDA 7149 AHMEDABAD SURAT 7320 HYD HYD (MET) 7221 AHMEDABAD VAPI 7303 HYD HYD (MET) 7243 AHMEDABAD VAPI 7333 HYD HYD (MET) 7244 AHMEDABAD VERAWAL 7131 HYD HYD (MET) 7213 AHMEDABAD BARODA 7328 HYD HYD (MET) 7212 AHMEDABAD BARODA 7329 HYD HYD (MET) 7237 AHMEDABAD BARODA 7330 HYD WARANGAL 7219 AHMEDABAD BARODA 7331 HYD WARANGAL 7231 AHMEDABAD MAHESANA 7332 JAIPUR AJMER 7125 BANGALORE CALICUT 7222 JAIPUR AJMER 7147 BANGALORE COCHIN 7201 JAIPUR BHILAI 7423 BANGALORE COCHIN 7202 JAIPUR BHOPAL METRO 7435 BANGALORE DAVANGERE 7226 JAIPUR BHOPAL METRO 7444 BANGALORE HASAN 7224 JAIPUR BHOPAL METRO 7449 BANGALORE HUBLI 7214 JAIPUR BHOPAL METRO 7450 BANGALORE HUBLI 7238 JAIPUR BIKANER 7124 BANGALORE HUBLI 7240 JAIPUR BIKANER 7145 BANGALORE KOTTAYAM 7205 JAIPUR CHURU 7157 BANGALORE MANGALORE 7228 JAIPUR CHURU 7158 BANGALORE MANGALORE 7230 JAIPUR GWALIOR 7308 BANGALORE MYSORE 7225 JAIPUR INDORE 7306 BANGALORE MYSORE 7234 JAIPUR INDORE 7326 BANGALORE MYSORE 7241 JAIPUR JABALPUR 7307 BANGALORE PALGHAT 7223 JAIPUR JABALPUR 7327 BANGALORE TIRUNELVELLI 7218 JAIPUR JODHPUR 7121 BANGALORE TRICHUR 7204 JAIPUR JODHPUR 7156 BANGALORE TRIVANDRUM 7203 JAIPUR KOTA 7122 BANGALORE TRIVANDRUM 7227 JAIPUR KOTA 7146 BANGALORE TRIVANDRUM 7232 JAIPUR NAGPUR 7310 BANGALORE TRIVANDRUM 7233 JAIPUR NAGPUR 7321

25 THE DEALER ST'S ENGR. CODE(cont.) BRANCH AREA ENG_CODE BRANCH AERA ENG_CODE BOMBAY THANE 7502 JAIPUR NAGPUR 7322 BOMBAY THANE 7505 JAIPUR NAGPUR 7434 BOMBAY VASHI 7501 JAIPUR NAGPUR 7440 BOMBAY VASHI 7504 JAIPUR NAGPUR 7441 CALCUTTA AGARTALA 7430 JAIPUR SATNA 7422 CALCUTTA AIZAWL 7429 JAIPUR UDAIPUR 7123 CALCUTTA BEHRAMPUR 7427 LUCKNOW ALLAHABAD 7114 CALCUTTA BHAGALPUR 7424 LUCKNOW ALLAHABAD 7155 CALCUTTA BHUBANESWAR 7425 LUCKNOW BAREILLY 7117 CALCUTTA BONGOIGAON 7403 LUCKNOW BAREILLY 7154 CALCUTTA CUTTACK 7426 LUCKNOW GORAKHPUR 7120 CALCUTTA DHANBAD 7413 LUCKNOW HALDWANI 7419 CALCUTTA DIBRUGARH 7402 LUCKNOW HALDWANI 7439 CALCUTTA DIMAPUR 7431 LUCKNOW JHANSI 7421 CALCUTTA DURGAPUR 7410 LUCKNOW KANPUR 7151 CALCUTTA GANGTOK 7407 LUCKNOW KANPUR 7152 CALCUTTA GAYA 7414 LUCKNOW MORADABAD 7119 CALCUTTA HALDIA 7408 LUCKNOW MORADABAD 7153 CALCUTTA IMPHAL 7432 LUCKNOW MORADABAD 7159 CALCUTTA IMPHAL 7448 LUCKNOW MORADABAD 7160 CALCUTTA ITANAGAR 7405 LUCKNOW VARANASI 7115 CALCUTTA ITANAGAR 7447 PUNE AHMEDNAGAR 7319 CALCUTTA JAMSHEDPUR 7412 PUNE AURANGABAD 7309 CALCUTTA NAGAON 7404 PUNE AURANGABAD 7324 CALCUTTA PATNA METRO 7437 PUNE DHULIA 7337 CALCUTTA PATNA METRO 7445 PUNE DHULIA 7338 CALCUTTA RANCHI 7411 PUNE GOA 7315 CALCUTTA ROURKELA 7415 PUNE GOA 7325 CALCUTTA SHILLONG 7401 PUNE GOA 7336 CALCUTTA SILCHAR 7428 PUNE JALGAON 7314 CALCUTTA SILIGURI 7406 PUNE KOLHAPUR 7339

26 THE DEALER ST'S ENGR. CODE(cont>) BRANCH AREA ENG_CODE BRANCH AREA ENG_CODE CHANDIGARH AMBALA 7106 PUNE NASIK 7316 CHANDIGARH AMBALA 7138 PUNE NASIK 7323 CHANDIGARH AMRITSAR 7103 PUNE SANGLI 7317 CHANDIGARH DEHRADUN 7418 PUNE SANGLI 7334 CHANDIGARH DHARAMSHALA 7132 PUNE SATARA 7313 CHANDIGARH HISSAR 7132 PUNE SATARA 7335 CHANDIGARH JALLANDHAR 7104 PUNE SHOLAPUR 7318 CHANDIGARH JALLANDHAR 7137 CHENNAI MADURAI 7209 CHANDIGARH JAMMU 7128 CHENNAI NELLORE 7217 CHANDIGARH JAMMU 7143 CHENNAI OOTY 7208 CHANDIGARH JAMMU 7144 CHENNAI PONDICHERRY 7211 CHANDIGARH KARNAL 7133 CHENNAI SALEM 7216 CHANDIGARH PATHANKOT 7102 CHENNAI SALEM 7236 CHANDIGARH PATIALA 7127 CHENNAI TIRUPATI 7207 CHANDIGARH PATIALA 7142 CHENNAI TIRUPUR 7206 CHANDIGARH ROOKEE 7420 CHENNAI TIRUPUR 7235 CHANDIGARH SHIMLA 7107 CHENNAI TRICHY 7210 CHANDIGARH SHIMLA 7141 CHENNAI VELLORE 7215 CHANDIGARH SRINAGAR 7101

27 2.4.6 Branch-wise list of Dealer location area codes: LOCATIONS AREA CODES LOCATIONS AREA CODES METRO REMOTE METRO REMOTE CHANDIGARH CHENNAI SRINAGAR COIMBATORE PATHANKOT TIRUPUR AMRITSAR TIRUPATI JALLANDHAR OOTY LUDHIANA MADURAI AMBALA TRICHY SIMLA P.CHERRY PATIALA NELLORE JAMMU SALEM HISSAR VELLORE KARNAL HYDERABAD DHARAMSHALA HYD DISTRB ROORKEE WARRANGAL DEHRADUN BANGALORE JAIPUR MANGALORE KOTA HUBLI UDAIPUR MYSORE JODHPUR DAVANGERE BIKANER HASSAN AJMER COCHIN ALWAR TRIVANDRUM CHURU TRICHUR BHOPAL KOTTAYAM INDORE CALICUT NAGPUR PALGHAT JABALPUR GWALIOR BHILAI SATNA LOCATIONS AREA CODES LOCATIONS AREA CODES

28 METRO REMOTE METRO REMOTE AHMEDABAD LUCKNOW BARODA KANPUR SURAT ALLAHABAD VAPI VARANASI JAMNAGAR BAREILLY GANDHIDHAM MORADABAD VERAWAL GORAKHPUR BHARUCH HALDWANI RAJKOT JHANSI BHAVNAGAR BOMBAY CALCUTTA VASHI HALDIA THANE DURGAPUR PUNE ROURKELA NASIK GANGTOK JALGAON BHUBANESHWAR AURANGABAD CUTTACK SANGLI BHUTAN SHOLAPUR SILIGURI SATARA BEHRAMPUR GOA PORT BLAIR KOLHAPUR PATNA DHULIA JAMSHEDPUR DELHI RANCHI NOIDA GAYA MERRUT BHAGALPUR FARICOHABAD DHANBAD GURGAON GUWAHATI AGRA SILCHAR AIZWAL SHILLONG DIBRUGARH BONGOIGAON AGARTALA NAGAON DIMAPUR ITANAGAR IMPHAL Service Options and rates for customers

29 2.5.1 Service options: Following service options are available for the customers: 1. 4C 2. AMC 3. ASC 4. C&M 1. 4C: Comprehensive customer care contract (4C) - Under this contract customer is supplied all spares, consumables (except paper, stapler pins & electricity) and service in lieu of a fixed charge per copy/print, billed at the end of the month for copies /prints done in the month. This contract option should be offered in METRO locations (refer to the definition above). 2. AMC: Annual Maintenance Contract - Under this option customer is provided all spares and service but not consumables, in lieu of a fixed annual charge as indicated in above table. This should be offered in REMOTE (refer to the definition above) locations for copiers. SSC: Spares & Service Contract (for faxes only) - This service option is for period of 3 years. Customer is provided spares (not consumables) and service under this agreement 3. ASC: Annual Service Contract - Under this option the customer is provided service only, all spares and consumables are to be bought by the customer. This should be offered in REMOTE (refer to the definition above) locations for copiers. 4. C&M: Call and Material - This service option is available for the customers who do not want to enter into any service agreement. Under this option the customer pays for each service call at the rate mentioned above & for the spares/consumables, which may be required to repair the machine. Note: The contract option should be mutually agreed between the customer & Dealer. However Dealer cannot refuse a 4C contract to a Metro customer & an AMC / ASC contract to a remote customer Service Option Rates

30 S.NO MODEL SERVICE OPTIONS AND RATES AMC ASC C&M (per call) Copier 4C R-I* R-II* R-I* R-II* Metro R-I* R-II* 1 FT 3313/3013/3513/ p 9K 12K 5K 8K 0.75K 1.2K 1.5K 2 FT 4215/4015/ p 10K 13K 6K 9K 0.75K 1.2K 1.5K 3 FT 4065/ p 7K 10K 5K 8K 0.75K 1.2K 1.5K 4 FT 4422/ p 15K 20K 10K 15K 0.75K 1.2K 1.5K 5 FT 4730/ p 12K 15K 7K 12K 0.75K 1.2K 1.5K 6 FT 4027/4327/5035/5632/ p 15K 20K 10K 15K 0.75K 1.2K 1.5K 7 FT 6350/7650/ p 15K 20K 10K 15K 0.75K 1.2K 1.5K 8 Aficio 1013 /1013 F 45p 7% of floor price NA NA 0.75K 1.2K 1.5K 9 Aficio 1015/1018/1018 D/1022/ p 7% of floor price NA NA 0.75K 1.2K 1.5K 10 VT 1730/1800 NA 27.5K 34.5K NA NA 0.75K 1.2K 1.5K 11 FW Rs 30K 39K NA NA 0.75K 1.2K 1.5K SSC (3yrs)** Fax 12 FAX 170/180 NA 9K 9K 2K 2K 0.75K 1.2K 1.5K 13 FAX 240 NA NA NA NA NA 0.75K 1.2K 1.5K 14 FAX 550 NA 12K 12K 2.5K 2.5K 0.75K 1.2K 1.5K 15 FAX 800/880 NA 16K 16K 4K 4K 0.75K 1.2K 1.5K 16 FAX 1400L NA 15.8K NA 4.5K NA 0.75K 1.2K 1.5K 17 FAX 1800L NA 20K NA 5K NA 0.75K 1.2K 1.5K 18 FAX 2700L/3000L/2000L NA 20K 20K 5K 5K 0.75K 1.2K 1.5K All contract values are subject to change. Prices are excluding taxes. *R-I: A remote location which is beyond 50 KM but less than 200 KM & total travel time is < or = 6 Hrs. *R-II: A remote location, which is > 200KM& total travel time is >6 Hrs. Metro: The city/town where a dealer has his office and the area within 50KM of the DEALER s office. **SSC: This contract option should not be offered for the fax machines, which were sold more than 5 years ago. NA- Contract option not available ASC

31 2.6 Service manuals and parts catalogues: Service Manuals& Parts Catalogues for a particular product are provided to the STs free of cost at the time of product training. For any subsequent requirement these are available at a price indicated in the table below. Please note that the service/parts manuals for the models, only, on which ST is trained, will be issued against the prices listed below: Part Catalogue: Service Manual: Rs 200/= per Model Rs 300/= per Model

32 2.7 Recommended life of fast moving inventory: For optimum equipment performance, replacement of fast moving spares is recommended on life indicated in the table below MODEL WISE FAST MOVING PARTS LIFE S.No. Part Description FT3013/ 3313/ 3513 FT4215/ 4422 FT4065 Phoenix FT4015/ 4615/ Paper feed roller Pick-up roller NA NA NA 3 Reverse/separation roller NA NA NA 4 Corona wires NA Grid NA NA Charge roller NA NA NA NA 7 Hot roller Pressure roller Cleaning blade Transfer belt NA NA NA NA 11 Tr. belt. Cleaning blade NA NA NA NA 12 Oil supply roller/pad NA NA NA NA

33 2.7.2 MODEL WISE TARGET YIELD OF CONSUMABLE MODEL TONER DEVELOPER DRUM Description Target Yield* Description Target Yield* Part No. Target Yield* FT1008/1208* Type K NA NA A K FT 3013/3213/3513/ Type 320 E 10.0K Type K A K 3713/ g/CTR 1Kg/bag FT 4015/4018/4615 Type K Type3 45K A K 4618/3613/ g/CTR 370g/bag FT 4215 Type K Type K A K 380g/CTR 1Kg/bag FT 4422 Type K Type K A K 380g/CTR 1Kg/bag FT 4027/4327/5035/ Type K Type 1 100K A K 5535/5632/5640/ 415g/ bottle 1Kg/bag 5832/5840 FT 6350/7650 Type F K Type 1 120K A K 1140g/bottle 1 Kg/bag FT 4065 Type 1 5.5K Type K K 250g/bottle 1 Kg/bag FT 6950 Type 1 5.5K Type K K 250/bottle 1Kg/bag Please note FT 4730/4495 Type g/ CTR 6.5K Type Kg/bag 130K K that above spares/consumables lives are indicative. RICOH will not be responsible for any deviation from the indicated yields, which may vary depending on the site & environmental conditions, type of originals, equipment usage, quality of throughput material (paper), STs skill level and AMCV. *Based on the A4, 6% RICOH Standard Chart

34 2.8 Recommended Tool List RICOH recommends that Service Technician use a standard Tool Kit. This toolkit has been recommended to cater to service of entire product range RECOMMENDED LIST OF TOOLS 1 DIGITAL MULTI METER 3.5 DIGITS 2 SOLDERING IRON SOLDRON (25 WATTS) 3 STAR SCREW DRIVER TAPARIA STUBBY STAR SCREW DRIVER TAPARIA STAR SCREW DRIVER SMALL TAPARIA NOSE PLIERS TAPARIA mm 7 COMBINATION PLIERS TAPARIA HALF ROUND FILE 6 INCH 9 HALF ROUND NEEDLE FILE 10 PLASTIC BOXES 2 Nos 11 ELEN KEY SET (1,1.5,2,2.5,3mm) 12 FEELER GUAGE In millimeters 13 TORCH SMALL 14 TWEEZER 15 CLEANING BRUSH 2 INCH 16 LINE TESTER TAPARIA 17 FLAT SCREW DRIVER TAPARIA STAR SCREW DRIVER LONG TAPARIA 862-L 19 CIRCLIP PLIER 20 CUTTER KNIFE 21 METALLIC SCALE 6 INCHES 22 TOOL CASE VIP CLASSIC 2.9 ST Recruitment Guidelines:

35 Service Technician is the most important interface with the Customers, once the machine has been installed. The quality of his interaction with the Customer & handling of the customer s service requirement determines our reputation & chances of further business with the customer. It is therefore important that the ST recruited meets the minimum laid down standard Assessment form for ST recruitment To enable the Dealer to shortlist the candidates by conducting the preliminary interview, the Preliminary Interview Assessment Format is attached as Annex-8. After short-listing the candidates, Dealer is required to forward the individual assessment sheets to supporting branch. The Branch Service Head will then conduct technical assessment to identify the candidate to be recruited as ST Recommended remuneration: It is recommended that the Dealer provide ST with a good remuneration in line with regional trends and standard. However it should preferably not be below the guidelines given below. The package given below is recommended to ensure a long stint of ST with the Dealer, which is necessary in this industry for a good and healthy service set up. Suggested guidelines for Remuneration: Basic : Rs 4000 per month Conveyance : Rs 750 per month House Rent : Rs 1000 per month Total : Rs 5750 per month In addition the Dealer must comply with all the legal procedures & processes governing the payment of wages and working hours as per Shops & Establishments Act.. 3. RICOH FIELD SUPPORT PROGRAM 3.1 Objective: It is Ricoh s endeavour to provide dealers with Service Management Systems and Technical Support to ensure RICOH products function with the highest degree of reliability. 3.2 FPR and Issue Escalation Process Both these processes are designed to provide SOS support to the dealer for Customer Service related issues. FPR process is specifically designed to provide support to the dealer for equipment performance issues and all other issues should be escalated through Issue Escalation Process.

36 3.2.1 Field Problem Report (FPR): This process gives a dealer guideline to escalate a technical problem to the supporting branch for technical support. 1. PROCESS In the event the ST is unable to repair the machine or if there is frequent breakdown of the machine the dealer ST raises the FPR (refer to Annexure- 7), filling all the relevant portions of FPR format and sends it to ASM/BSM of the supporting branch. ASM/BSM give a feedback on the Field Problem thru same format (refer section TSG reply of the FPR format). In event the dealer is unable to resolve the problem despite ASM/BSM s feedback, the RICOH engineer will be sent to dealer location for support (also refer to section 3.4) ISSUE ESCALATION PROCESS This process is designed to maximise Customer Satisfaction by resolving Customer/ Dealer issues due to Products / supplies /services in the Dealer territories COVERAGE: A filled form from dealer to Branch Head expressing service concern will be covered under this process RESPONSIBILITY: Branch Heads will be responsible for resolution and reporting of dealer issues relating to their Branches PROCESS: All issues will be recorded on the Issue Escalation Form. (Form enclosed) This is to be maintained in the Branch/ dealer location. A serial no. will be marked on the Issue Escalation Form. This will comprise of year-month-running sr. no. for the month. Dealer to fill in the Issue Escalation Form and send to Branch Service Head along with a copy to Branch Head (please fax/courier for speedy resolution). If the issue is not resolved after three days of escalation, the dealer will check with the Service Manager by giving the relevant reference no. of Issue Escalation Form. If the problem is still unresolved after three days the Service Manager will automatically forward it to Manager-Service Planning in NSD at HO. The concerned manager at NSD will resolve all the issues within seven days of date of escalation.

37 DEALER ISSUE ESCALATION FORM From: Mr. To: Mr. DEALER LOCTION: Telephone/Fax no. Ricoh India Limited Location: BRANCH REGION AREA OF ISSUE CODE TYPE OF ISSUE CODE ISSUE LOG NO. YR MTH S..No ISSUE ESCALATED ON ESCALATION FORM RECD ON DATE ACKNOW D BY RICOH ISSUE RESOLVED ON DAY MTH YR DAY MTH YR DAY MTH YR DAY MTH Yr ISSUE IN BRIEF : ACTION TAKEN TILL NOW :

38 DEALER s SIGNATURE Date : FOR RICOH USE RESOLUTION OF ISSUE: ACTIONS / SUGGESTIONS TO PREVENT RECURRENCE: CODES AREA OF ISSUE A SALES B SERVICE C FINANACE D OTHERS 1 SPARES 2 TECH. SUPPORT 3 BILLING 4 WRONG COMMITMENT TYPE OF ISSUE 5 CONSUMABLES 6 CUSTR. RELATED 7 INCOM. ACTION 8 BEHAVIOUR

39 3.3 DSSM/ASM/BSM VISITATION PROGRAM Objective: It is Ricoh s endeavour to provide dealers with Service Management, Systems and Technical Support to equip them with efficient, effective and customer friendly service operations; Branch Service Management will initiate some visits to dealer locations to meet this objective. The specific action during these visits will be: To review service process implementation Evaluate/Improve Technical competence of the ST Meet customers to gauge their level of satisfaction with the service rendered Review dealer service profitability and give dealer specific feedback to improve profitability Initiate/review action plans for improving Customer Satisfaction, service profitability, technical competence and process implementation

40 3.3.1 DSE/DSSM/ASM/BSM Visit Checklist Location Visited: Branch: Process Assessment Rating Next steps* 1.Work Control review Maintenance of logbook Call allocation & RT control procedure Track of broken calls 2.Quality & timeliness of reports 3.Inventory Process & level review Physical Stk Vs Stocking level Timeliness of indents E.Tel Process. Review E.Tels for stk level parts. 4.Complaint Resolution Process review Rating [on scale of 1(poor) to 5(Good)] S.T.s Skill level review Done Y/N Next steps* 1.Do 3 formal accompaniment calls, do following: Observe ST s on job repair practices (2 calls) Demonstrate correct practices by doing one call Do toolkit audit to check completeness &condition Of tools & manuals 2.Provide inputs to the ST on the areas identified based on skill/knowledge evaluation. 3.Do 2 Quality Assessments, identify areas of improvement and prepare time bound action plans for improvement. 4.Check ST s current technical problems and demonstrate the 5.Test ST s understanding through the technical bulletins The Dealer s Signature Visiting Manager s Signature *Attach extra sheets (if required) to capture agreed Next Actions.

41 3.4 RICOH Engineer Visit Support RICOH engineer may need to visit the Dealer location in case Dealer ST is not able to resolve the problem (Technical Support Visit). In above case the Dealer needs to send in a written request, agreeing to pay the engineer visit charges. The Support Call Charges are as under: (a). IInd A/c Rail Fare (To & fro) from the Branch + Local Conveyance No per call charge shall be levied on the Dealer. A Visit by RICOH Service Representative may also be necessary in case : (b). Dealer ST is not on board. (c ). Dealer ST is not available on account of training/leave. For (b) and (c) a charge of Rs 1000/= per day shall be charged over and above the Travel charges as mentioned above. There may also be cases where RICOH finds it essential to depute the engineer in following cases: Customer Complaint resolution is delayed beyond reasonable limit. Though dealer does not ask for support but RICOH finds it important to send the engineer for any Customer Satisfaction related issue. In such cases the Dealer s consent though desirable is not mandatory. The cost of visit (as per policy) will be debited to the dealer in such cases.

42 3.4.1 Dealer Support Charge Slip DEALER SUPPORT CHARGE SLIP A Dealer s Name Location B RIL Engineer s Name E C No. C1 Train Fare (II nd AC) Rs C2 Local Conv Rs D Total Support Charges (C1+C2) Rs I Dealers Remarks: II RIL Service Representative Remarks: Dealer s Sign. Engr s Sign. Ser. Manager s Sign Branch Mgr s Sign

43 3.5 On Line Technical Support: The objective of this policy is to provide a dealer ST technical support in an emergency. The support in such a case is provided telephonically. To provide such support the following conditions should be met: The Call should be made from close to the machine. Only ST should make this call. ST should be trained on the product. He should have Service Manual and Point-To-Point diagram of the product. This Support is available from 9.15AM to 5.30PM on all working days (Monday to Friday except holidays) Telephone number & ID to be contacted: Contact persons: to 19 Extn. 1304, & 1308 anil.mehta@ricoh.co.in Mr. Anil Mehta - Technical Support & Training Manager Mr. Amit Gupta - Technical Support Manager

44 3.6 Recruitment and Induction Support: RICOH helps the dealer in recruiting and inducting (pre/post training) Service Technicians. The objective of this policy is to ensure following: A candidate with right technical and personal profile is appointed. This is achieved by conducting the technical skill evaluation and final interview by supporting branch s BSM. The selected candidate is ready for the training through Pre-Training Induction. Pre-Training induction is provided by DSSM/BSM of the supporting branch at the Dealer location before basic training. ST is ready to handle on site service independently through Post-Training Induction. Post-Training induction is provided in Branch location by DSSM/BSM of the supporting branch. The detailed process on Recruitment & Induction is given in the section 5.2 & 5.4 of this manual.