WCM RELEASE NOTE External Information Release V th of March 2011

Transcription

1 WCM RELEASE NOTE External Information Release V th of March 2011 Date February 2011 Author Georg Kandziora D-Version V Pages 10 Content WCM Release Note 1 1. Management Summary 2 2. General Overview Cost savings Ease of Claim Request Process Eased Claim Request Process for WCM WEB Users Process Advantages for B2B Service Partners Automated Call Routing at the Service Desk Improved Reporting and Analysis 3 3. Work Flow in WCM Claim Request by Service Partner Event 1 - SP is restricted to Service Desk Work Orders Restricted B2B Service Partners Restricted WCM WEB Users Event 2 - Repeated Repair (x-day rule) Repeated Repair Claims for WCM WEB Users Repeated Repair Claims for B2B SPs Event 3 3 rd Repair within 30 days rd Repair in 30 days for WCM WEB Users rd Repair in 30 days for B2B SPs Event 4- A defined Repair Cost Maximum is exceeded Repair Cost Threshold for SP self assigned claims Repair Cost Threshold for WCM WEB Users Repair Cost Threshold for B2B SPs Repair Cost Threshold for Service Desk claims Decision by Service Desk Approval by Service Desk Rejection by Service Desk Exceptions Communication Package for B2B Service Partners 10 1

2 1. Management Summary FTS will support the Service Partners by the integration of repeated repair claims during the frozen zone (mainly 7 days) into the standard WCM work flow. As well the claim process for Service Partners without authorization to open self assigned claims will be enabled in WCM WEB. Both work flows will save time to Service Partners and FTS Service Desk. FTS will profit from the change by avoiding cost using the expertise of the FTS Service Desk more intensively. The Service Desk Approval Process will be implemented not only for the cases mentioned above but also for - Multiple repeated repair claims (mainly 3 repairs in 30 days) - Costly repairs exceeding a defined threshold of repair cost during the live cycle of an asset. In latter case there are two thresholds. If the first is exceeded, the Help Desk has to confirm the Work Order Claim Request of the SP. The Work Order will wait in Status Requested until the HD Agent approved or rejected the Work Order. If the second threshold is exceeded, the Service Desk will receive the detailed information about the cost situation. Regional handlings advice will instruct the Service Desk Agent how to proceed. Together with the implementation of the Service Desk Approval process additional metrics are made available for reporting. E.g. the source of the material proposals will be distinguished by a source flag. 2. General Overview As already announced November 2010 in order to save costs and reduce the high number of repeated repairs the FTS Service Desk will be integrated more intensive to analyse the proposed repair and spare parts. Self assigned claims by SPs may be routed into the FTS Service Desk to be confirmed before they are assigned by WCM. The new Help Desk Approval Process is triggered in following defined cases: - Service Partner is not authorized for self assigned claims - Repeated repairs within a defined threshold are requested - A 3 rd repair within 30 days appears - The repair cost in the whole live cycle of an asset exceeds a defined maximum threshold 2.2. Cost savings By using the expertise of the FTS Help Desk a better covering of Service Bulletins will guard over the effectiveness of repairs of defect assets. Especially assets which couldn t be fixed by the first repair are in focus. While repeated or cost intensive self assigned claims are forwarded to the Help Desk, the Help Desk is made aware of the total repair costs of the asset: The history cost and the costs caused by the present Help Desk repair proposal Ease of Claim Request Process Eased Claim Request Process for WCM WEB Users Up to now particularly Service Partners in countries with restriction to Help Desk assigned claims and Service Partners who need to open a claim for the same Serial Number within the frozen zone, have to call the Help Desk or send s. The FTS Help Desk entered the data into Support Assistant. Now all claims can be entered into WCM WEB by the SP already. The claim requests are routed to the Help Desk Agent in charge. The Agent will confirm or change the claim request. Of course even rejections may happen if the request obviously is off warranty or can be solved without service order. Each reject is commented by the Service Desk Agent Process Advantages for B2B Service Partners B2B Service Partners as well can use the new claim request process for repeated repairs. The attached communication package explains the messages and parameters to set up the process. We offer to support test claims before the HDA claim request messages are used on production. As long as the new process is not

3 implemented B2B Service Partners have to contact the FTS Help Desk as usual when they receive claim rejects e.g. because of repeated repairs. A detailed description is provided in the B2B Communication Package which will be distributed during the next days. While at repeated repair events SPs trigger the Service Approval Process proactively, there are two events where the process step HDApprovalPending is entered by WCM automatically: - the 3 rd repair within 30 days and - the live cycle cost maximum threshold In that cases WCM sends a Claim Update message with the new status ZS27 to inform the SP the claim assignment process is delayed because the Help Desk Approval is pending. If a B2B SP does not want to receive the new status update, this message can be stopped by the B2B-Support on request of the Service Partner. Without this intermediate message being transmitted, the Work Order Claim Requests of the SP will wait in Status Requested until the HD Agent approved or rejected the Work Order. In the first case the Work Order Status will change into open, in latter it is rejected in status Z099. The B2B SP shall be aware the Service Type and the Spare Parts can change during the HD approval process Automated Call Routing at the Service Desk Claims with characteristics to be approved by the Help Desk are routed automatically to the appropriate Help Desk Group or the Help Desk Team Lead. The addressee depends on the repeated repair reason selected by the SP and if the previous Work Order was assigned by the Service Desk or not. The Help Desk Team Lead is addressed if the predecessor Work Order was Service Desk assigned. The routing matrix can be adjusted Improved Reporting and Analysis Claiming a repeated repair, the SPs have to enter a repair reason. Reportings on the repair reason will help FTS to improve external and internal service quality. With implementation of the HDA Process each material proposal line item carries a field of origin. Thus the source of the material proposal can be tracked if it is from Support Assistant S, B2B Network B, WCM WEB W or Field Change Order F. 3. Work Flow in WCM When a SP creates a Work Order the Service Desk Approval Process is induced if at least one of 4 business events apply: 1. The SP is restricted on Help Desk / Service Desk Work Orders 2. A repeated repair within a defined threshold is requested (X-day rule) 3. The 3 rd repair within 30 days appears 4. The repair cost of an asset exceeds a defined maximum threshold In general the sequence of actions is: 1. The Service Partner opens a Work Order Request and one of the 4 business events mentioned above applies upon which the claim request is forwarded to the Service Desk. WCM WEB displays this. 2. The Service Desk makes a decision. The WO can be rejected or approved. In WCM the status changes accordingly. 3. The Service Partner acknowledges changes and if necessary accepts the WO assignment again. 4. The Work Order is opened. The particular work flow steps are explained in this chapter. 3

4 3.1. Claim Request by Service Partner Event 1 - SP is restricted to Service Desk Work Orders Restricted B2B Service Partners All B2B SPs are authorized to open self assigned claims and will not be led to the Service Desk Approval Process in general. However the process can be implemented and used to automate requests for repeated repairs e.g. See chapter below Restricted WCM WEB Users In countries where Service Partners are not authorized to open self assigned claims they now can open warranty claim requests in WCM Web instead of calling the Help Desk or sending s. The claims are pending in status Requested until the Help Desk decided if the Work Order will be moved into Status Open or Rejected. The Service Partner is informed that the Service Desk is involved and the approval is pending Event 2 - Repeated Repair (x-day rule) This process applies if the repaired system failed again after the Work Order was claimed already Repeated Repair Claims for WCM WEB Users If within the frozen zone (mainly 7 days) the same asset has another or the same failure, the repeated repair assistant is opened. By selecting a reason from the checklist and entering an explanation the Work Order can be requested at the Service Desk. 4

5 After entering an explanation and pressing Next, the status changes into HDApproval Pending Repeated Repair Claims for B2B SPs B2B SPs will receive the rejection for x-day rule message as usual. Subsequently B2B SPs can open another claim and trigger the HD Approval Process by sending the repeated repair reason and the overrule flag for HD Approval. The implementation of the process is suggested as it can automate the manual telephon contact. e.g.: <?xml version="1.0" encoding="utf-8"?> <ClaimRequest> <Envelope> <senderid>xxxxxxxx</senderid> <receiverid> </receiverid> <documenttype>claimrequest</documenttype> <documentversion>2.0</documentversion> </Envelope> <ClaimRequestHeader> <thisdocumentidentifier> <WorkOrderDateTime> T09:16:17</WorkOrderDateTime>

6 <thisdoccreationdatetime> t09:24:37</thisdoccreationdatetime> </thisdocumentidentifier> <Status>RequestedHDApproval</Status> <ReferenceType>HDApprovalReason</ReferenceType> <ReferenceValue>Repeated Repair</ReferenceValue> <ReferenceType>HDApprovalSubReason</ReferenceType> <ReferenceValue>WRONG PART IN BOX</ReferenceValue> <ReferenceType>HDApprovalFreeText</ReferenceType> <ReferenceValue>THE SPARE WAS NOT WHAT I EXPECTED. I GOT AN HARDISK INSTEAD OF A MAINBOARD.</ReferenceValue> <ReferenceType>SPReferenceNumber</ReferenceType> <ReferenceValue> </ReferenceValue> Details will be provided in the B2B communication package during next days Event 3 3 rd Repair within 30 days If a Serial Number was repaired the 3 rd time in between the last 30 days (but not within the frozen zone which triggers the x-day rule), the Service Desk is involved by the Service Approval Process. WCM in this case automatically sets the repeated repair reason rd Repair in 30 days for WCM WEB Users The Work Order automatically is moved into Status HDApprovalPending. WCM displays the reason: 6

7 rd Repair in 30 days for B2B SPs The HDA Process normally is triggered by SPs proactively. The 3 rd repair within 30 days triggers the HDA Process automatically. WCM sends a Claim Update message with the new status ZS27 to inform the SP the claim assignment process is delayed because the Help Desk Approval is pending. e.g.: <?xml version="1.0" encoding="utf-8"?> <ClaimConfirmation> <Envelope> <senderid> </senderid> <receiverid>xxxxxxxx</receiverid> <documenttype>claimconfirmation</documenttype> <documentversion>2.0</documentversion> </Envelope> <ClaimConfirmationHeader> <thisdocumentidentifier> <WorkOrderNumber> </WorkOrderNumber> <WorkOrderDateTime> T13:39:00</WorkOrderDateTime> <thisdoccreationdatetime> t13:42:40</thisdoccreationdatetime> <Language> <core:languagecoded>en</core:languagecoded> </Language> </thisdocumentidentifier> <Status>HDApprovalPending</Status> <StatusTimeStamp> T13:42:40</StatusTimeStamp> <ReferenceType>DocID</ReferenceType> <ReferenceValue> </ReferenceValue> <ReferenceType>WOCurrentStatus</ReferenceType> <ReferenceValue>ZS27</ReferenceValue> <ClaimConfirmationParty> <ServiceProviderParty> <core:partyid> <core:ident> </core:ident> </core:partyid> </ServiceProviderParty> </ClaimConfirmationParty> <AssetData> <SerialNumber>YK2K168355</SerialNumber> </AssetData> <HeaderComment></HeaderComment> <ListOfStatusDetailedInformations> <StatusDetailedInformation> <StatusCode>84</StatusCode> <ListOfRejectionReasons> <RejectionReason>HD-Approval required</rejectionreason> </ListOfRejectionReasons> </StatusDetailedInformation> </ListOfStatusDetailedInformations> </ClaimConfirmationHeader> </ClaimConfirmation> Details to use the message WCM sends in this case are explained in the B2B Communication Package. Which will be distributed during next days. If a B2B SP does not want to receive the new status update, this message can be stopped by the B2B- Support on request of the Service Partner. Without this intermediate message being transmitted, the Work Order Claim Requests of the SP will wait in Status Requested until the HD Agent approved or rejected the Work Order. In the first case the Work Order Status will change into open status Z950, in latter it is rejected in status Z099. 7

8 Event 4- A defined Repair Cost Maximum is exceeded Repair Cost Threshold for SP self assigned claims Work Order Requests on assets which have been repeatedly repaired in their live cycle and the repair cost have exceeded a defined threshold of cost shall be enriched by advice from the FTS Service Desk before the next repair is started. That events are sent in the Service Desk Approval process automatically Repair Cost Threshold for WCM WEB Users WCM WEB displays the related Information Box accordingly. See screenshot below Repair Cost Threshold for B2B SPs As outlined in Chapter for the event 3rd repair within 30 days WCM triggers the HDA Process automatically as well if a defined live cycle cost maximum is exceeded. WCM sends a Claim Update message with the new status ZS27 to inform the SP the claim assignment process is delayed because the Help Desk Approval is pending. Details to use the message WCM sends in this case are explained in the B2B Communication Package. Which will be distributed during next days. If a B2B SP does not want to receive the new status update, this message can be stopped by the B2B- Support on request of the Service Partner. Without this intermediate message being transmitted, the Work Order Claim Requests of the SP will wait in Status Requested until the HD Agent approved or rejected the Work Order. In the first case the Work Order Status will change into open status Z950, in latter it is rejected in status Z Repair Cost Threshold for Service Desk claims Not only calls the service partners open in WCM, as well Work Orders opened by the Service Desk in Support Assistant are enhanced by detailed information about the cost situation if a certain threshold is exceeded to create awareness for assets with costly repair history or expensive material proposals generated by the current Work Order Request. The Threshold T2 used for Service Desk claims is different to the Threshold T1 SP assigned claims are compared to. Internal regional instructions for the Service Desk hold advices for the Help Desk Agents. 8

9 3.2. Decision by Service Desk Approval by Service Desk The WO can be rejected or approved. In WCM the status changes accordingly. If it is approved, the status changes to HDApproved. Subsequently if a Field Change Order applies, the status moves into AssignedFCO or if not, into AssignedAfterHDApproval. Work Orders which are rejected or approved with changes are commented in the Service Desk Comment (see screenshot below). Spare part proposals and Error Codes may have changed during the approval. To proceed with the Work Order, the Service Partner has to accept the changes. This is analog to the process in place for Field Change Orders assigned by WCM. Spare part proposals confirmed or added by the Service Desk are preselected. If the Service Partner selects additional spare parts, this is transparently reported in the FTS WCM SAP system. 9

10 Rejection by Service Desk If the Service Desk decides the Work Order request is not covered by warranty or can be solved without a Work Order, the request is rejected. The name of the Service Desk Agent in charge and the reject reason is displayed in the red highlighted information area at the screen. 4. Exceptions The Service Desk Approval process does not apply for: assets with SWAP Flag. This serial numbers are excluded from repeated repair detection. for claims with service type out of warranty. for Workorders of Global Project Accounts. 5. Communication Package for B2B Service Partners Will be distributed to B2B SPs and SP Mgrs within next days. Message Flow between SA/WCMWeb and B2B SP applications and webmethods for HD Approval 1. ClaimRequest 2. ZWTY_CLAIM02/1 8. Feedback 7. ZWTY_FEED02/1 WCMWeb/B2B-SP webmethods P82 WCM 3. ZWTY_CLAIM02 Support Assistant 4. ClaimConfirmationSA 5. WOMatUpdateSA 6. ZWTY_CLAIM02 modification existing new 10