issue wcm – warranty call june 2006 -...

Issue June 2006 Author Eva Stehn

Audience FSC Service Partners

WCM – Warranty Call Management Tool - WEB User Manual Pages 43

Documents History and Version Control Note: The information contained in this document is the best available at the time this documents has been released and may be subject to change without prior notice, document name version date changes WCM WEB User manual draft 0.1 preliminary 03.03.2006 Comment round WCM WEB User manual final 1.0 final 30.03.2006 Comment round WCM WEB User manual draft 1.1 draft 10.04.2006 Addition Invoic. process WCM WEB User manual_E_V.1.2 1.2 final 23.05.2006 Structure and content

Spares Operations ⏐ Issue: June 2006 ⏐ WCM – Warranty Call Management Tool - WEB User Manual / 43

Content

1. Introduction.....................................................................................................................................................3 2. Registration.....................................................................................................................................................5 3. Call entries.......................................................................................................................................................7

3.1. Call entry from Helpdesk....................................................................................................................................7 3.1.1. Reject Service Call................................................................................................................................8 3.1.2. Accept Service Call...............................................................................................................................8

3.2. Self-assigned Call ...............................................................................................................................................9 4. Call Processing............................................................................................................................................ 15

4.1. Ordering Spare Parts (resp. Using Own Stock) .............................................................................................15 4.1.1. Ordering of spare parts at FSC...........................................................................................................15 4.1.2. Using Spares of own stock .................................................................................................................21 4.1.3. Ordering at IT PS................................................................................................................................22 4.1.4. Belated additional ordering .................................................................................................................23

4.2. Repair Process..................................................................................................................................................24 4.3. Returning Spare Parts ......................................................................................................................................26

4.3.1. Return order advice ............................................................................................................................26 4.3.2. Part return...........................................................................................................................................29

5. Claiming and Invoicing ............................................................................................................................... 32 5.1. Claiming.............................................................................................................................................................32 5.2. Invoicing ............................................................................................................................................................34

5.2.1. Overview.............................................................................................................................................34 5.2.2. Methods ..............................................................................................................................................34 5.2.3. Documents..........................................................................................................................................35 5.2.4. Commercial Invoice ............................................................................................................................37 5.2.5. Confirmation of validation result..........................................................................................................37 5.2.6. Handling of a rejected or revised Work Order.....................................................................................38

6. Annex............................................................................................................................................................ 40 6.1. Error Messages.................................................................................................................................................40 6.2. Service Call Statuses........................................................................................................................................40

6.2.1. Service Call Status “1. level” ...............................................................................................................40 6.2.2. Statuses in specific Workorder............................................................................................................41 6.2.3. Statuses of ordered spare parts..........................................................................................................42

6.3. Abbreviations of spare part data.....................................................................................................................43


1. Introduction WCM will replace Service Partner Accounting (SPAC) and Web Service Tool (WST), combining the functionality of both in one application. To offer you an easy and quick access to WCM WEB, this User Manual will guide you through all main components of the Web Tool. For better orientation, this manual is built up in similar order as the Status-Points in WCM-Interface are.

Basic knowledge

For completely new Service Partners at Fujitsu Siemens Computers (FSC), who have no experience with FSC systems (especially WST), following basic information could be helpful for working with the WCM WEB Tool.

• Unique Workorder Number

It is essential to use the unique Workorder Number, WCM creates while opening a claim, in every single process step. Therewith FSC can provide an overview about the latest status of labor and material of the warranty claim and is able to display the link of related processes between WCM and MIRO. A novelty in FSC spares claim handling is the Workorder number for self assigned claims. In the past, only Helpdesk calls were automatically supplied with Workorder numbers, now this principle is enhanced on every claim. The nomenclature will be the following: 12 digits Workorder number, issued by WCM, with a leading 99.

The Workorder number is mandatory from the very beginning of the claim process.

• Encrypted Failure Description (Error Code System)

Please use the Error Code System carefully. WCM will preselect the appropriate spare parts by means of the error code. As well the FSC Validation Center will compare the spare part used with the coding.

Using our Error Code System has the advantage of being understood internationally in exactly the same way and furthermore it provides the opportunity of pre-diagnostics. This will be perceivable to your benefit in a significant decrease of DOAs especially for sporadic failures and in an enhancement for the automated spares proposals module of WCM. In the long run, it will also help repairers of components to make precise diagnostics on chip level, instead of stating No Defect Found diagnosis.

The ECS code is mandatory in the claim opening file and again in the status update after the repair is done and claimed.


• System-Serial Number

As usual the serial number is the major means to verify the warranty. As in the improved WCM process the warranty check is placed at the very beginning with a Serial Number, the Service Partner will be entrusted with a warranty Workorder. If no Serial Number is available on the FSC System, e.g. the number is illegible, only the FSC Helpdesk can open a claim. Not contacting the Helpdesk in those cases means the repairing is done at own risk of the Service Partner.

The System Serial Number is mandatory for warranty check at the very beginning of claim process in WCM.

• Service Type

The service type under warranty is registered in “ADLER Installed Base” data base. If the warranty is expired but goodwill shall be granted, then this is also handled by Workorders offered from the FSC Helpdesk only.

However, if the service type covered by FSC warranty registered in ADLER is wrong, the Service Partner can set a flag (wrong ADLER data flag) and proceed to repair. In parallel the Service Partner shall provide the warranty proof from the customer together with the Workorder number to his FSC Service Partner Management and send a fax with the warranty proof to the Validation Center: +49 (0) 821/804-81547. The Workorder Number shall be recorded on the fax. The WCM warranty commitment is stated to be preliminary and will be finalized by means of provided documentation by the FSC Validation Center after the repair is done.

Service Type is registered in ADLER data base and must be in warranty for self-assigned claims. Otherwise the Helpdesk needs to be called.

• Adex-Order

If you order only one spare part per Call, the order will automatically be a so called “Adex-Order” (“Advanced Exchange Order”). In this case, an order and a return order will be created at the same time (= only one action step for the Service Partner).

This differs from the “normal” order process, where the Service Partner orders a spare part and later on he creates a return order. Thus there are two action steps to do here.

Another benefit of Adex-Order: You will not receive an invoice or credit note, if you send back the defective parts within 30 days. The only paperwork received is an “invoice” with amount of Zero. This proforma invoice is for information purposes and will not appear on the customers account. The amount of paperwork will be reduced and the need to manually match credits and invoices will not be necessary. Furthermore your account is smaller.

If you do not send the defective part back within 30 days, a normal invoice will be created after that time. If the faulty part is returned after the 30 days period, a normal credit note will also be issued.

• Ship only order in MIRO Web front end Websphere (MIRO Spare part portal)

If, by any reason, the Service Partner orders in Websphere instead of WCM there are some particular handling instructions:

Ordering: Yet in Websphere you can choose between ADEX or ship only orders. Do not give a Workorder number for ship only orders. Ship only orders are meant for bulk orders. Thus the mask does not contain serial number fields. However for WCM Work Orders serial numbers are mandatory. At present this will cause errors in WCM. We change this soon. If the Service Partners orders the spare part by means of MIRO Websphere instead of WCM, it is recommended to “order” the parts in WCM as well. However to avoid a second delivery, the parts shall be registered as taken from “own stock” in WCM. WCM will perform some logical checks to state the part fits to the asset. Thus acceptance problems during the part return process of the warranty claim can be prevented.

Part Return: To grant the material credit in warranty claims the Workorder number is mandatory!

• Orders in IT PS MIRO Web front end (SBS MIRO)

Please be aware IT PS MIRO is not linked directly to FSC MIRO. Which is apparent by the different material numbers. Part returns to IT PS MIRO have to be posted into FSC MIRO first to update WCM. Only afterwards you can claim the service flat rate. Please see below section Claiming paragraph 2.


2. Registration Each WCM session begins with login. You will need to have your user ID and your password available when starting WCM WEB. Account and password do not change for current WST users. New users will receive their access data from the local FSC Service Partner Management.

As WCM WEB is linked with the MIRO Spare Part Portal (Websphere) to have the possibility to order spare parts directly in WCM WEB, you should enter you MIRO login data to ease order tracking purposes. For these entries select section „Settings“, where you can find all personal settings.


To enter your MIRO identification, you have to use button <EDIT>:

At first you see settings for WCM. Push <Next> to continue. In the next window you have to enter your MIRO Websphere ID and your password:

With <Finish> you will save new settings and return to the first window. With <Back> you can correct your settings. The connection is active from now on.


3. Call entries There exist two possibilities of creating a new Service Call/ Workorder:

1) A customer calls the Helpdesk and the Helpdesk assigns this Call to a Service Partner who is settled nearby the customer. In this case the Service Partner has the choice to decide whether to accept this Workorder or to reject it.

2) The Service Partner opens a new Workorder by himself in WCM WEB after receiving a Call from one of his customers.

3.1. Call entry from Helpdesk

New Calls which are assigned directly from the Helpdesk to the Service Partner can be found in status “Assigned”. If you click onto this status you can see one or more Service Calls listed.

With a click on one line of the list you reach the “Workorder Detail” of the selected Call.

Now the Service Partner has to decide whether to accept this Workorder or to reject it.


3.1.1. Reject Service Call If the Service Partner is not willing to work on the Service Call, he can reject it. In this case he selects “Reject” from the Actions list.

Afterwards the Service Partner is requested to enter the reason for rejecting this Workorder. After pressing <Finish> the Web User steps back to the very beginning with the Web Login.

3.1.2. Accept Service Call If the Service Partner is willing to carry out the assigned Service Call, he must accept the WO first. Select “Accept” from the Actions list:


Next window:

Push <Next> to proceed. In the next window you already will automatically start with the process of ordering needed spare parts. This is described in chapter 4.1.

3.2. Self-assigned Call

For calls which you have directly received from the customer, enter a new WO with button “New service call”.

In the next step enter the serial number of the product. (If serial number is not known in ADLER, it will not be possible to open a new call. In this case call your FSC Helpdesk.)


Push <Next> to proceed; product and warranty information out of ADLER will be given:

1. “Product information”: ADLER product information 2. “Customer has paid for”: Customer warranty data 3. “Service to be provided at FSC Expense”: FSC reimbursement data

Select a Service type! Push <Next> to proceed. After you have clicked <next> your qualification and repair scope will be checked against the product in the background. If this check fails you will be notified about the reason. If the check is alright you have to enter the customer information as next. For this you have two possibilities:


1) Customer already exists Search for the name, if address already exists:

Select the customer and confirm with button <Next>.

2) Customer is new/ does not exist so far Add a new address. Tick “Create new customer” check box and click next. In the next window you have to enter all necessary address details of the new customer and at least one telephone number.

Push <Next> to proceed.


A “Warn list” and a “Terrorist list” check will appear:

Check these lists:

If your customer is not in the list then confirm “No, customer is not in the list” twice. If your customer is in the list, please contact our export controller Jörg Docter

([email protected]; Tel. +49 (0) 6172/188-6762)! (Processing of the Service Call stops here until further clarification with Export Control Department.)

mailto:[email protected]


Customer ID will be created:

Push <Next>

Enter the Error Code and the Problem Description; these are mandatory fields: Error Code: Use button EDIT to enter the error code (see screen after next). Problem Description: Please describe problem as exact as possible. Entering data into field “service partner reference number” can be very useful for the Service Partner in his own administration process, but it is no mandatory field. The service partner reference number will be printed on the delivery note.

Mandatory field!


Push button <Next> to proceed. You now enter the spare part ordering process, so please go on with chapter 4.


4. Call Processing

4.1. Ordering Spare Parts (resp. Using Own Stock)

The previous navigating through WCM WEB (setting up a new call or accepting an assigned one) leads you automatically to the next step: a) ordering spare parts at FSC (“intern” MIRO order) or b) marking within the Call that you are able to use spare parts out of your own stock or c) ordering spare parts at IT PS (“extern” order). That means that you should have arrived already the screen where to select spare parts, if needed. From here on the process starts for the possibility a) and b).

4.1.1. Ordering of spare parts at FSC It is only possible to order at most 5 pieces per claim. For an order with several parts you will receive only one order number. If you order only one piece per claim, it automatically will be an Adex-Order (detailed explanation see chapter 1), i. e. the order will be created and in parallel also the return order. You can order the suggested part(s) or search for concrete material nos. With the buttons “plus” and “minus” you can define the quantity. (Explanation of abbreviations “LSF”, RET”, etc.: see chapter 6.3, or rest with the mouse on them and short explanation screens will arise.)


If you have received the ordering process through the WO-accepting way (as described in chapter 3.1.2), you additionally have the chance to mark suggested spare parts with a tick. These spare parts are listed in front of the other suggested parts, but you have no choice to increase the quantity here.

Push <Next> In the next step you have to enter all further settings for your order: Delivery Comment:

Standard: Spare parts are supplied on the next working day (professional spares) or second business day (consumer spares).

Urgent: Spare parts are supplied on the next working day before 08:30 (CET). Important: The additional transport costs for urgent delivery are charged to you!

The MIRO order will show this additional charge like a part number and indicates the costs.

Delivery address: Because of export control reasons we have a distinction in the number of entry options between Germany and all other Countries:

A) Germany Servicestelle: Address of your branch Kunde: End customer address Lieferanschrift: all additional delivery addresses, which are equal with the addresses

entered in MIRO Spare Part Portal Freie Adresse: Free delivery address can be entered but only within Germany

B) All other Countries: Service point: Address of your branch Delivery address: all additional delivery addresses, which are equal with the

addresses entered in MIRO Spare Part Portal.


Supplier: MIRO = Spare parts should be supplied out of the FSC warehouse. Own stock = you have the required spare part in your own stock; ordering process ends

after confirming “own stock” [ process will be shown in chapter 4.1.2., so if you want to use parts from own stock please STRG+click HERE to jump to the right position to proceed with your entries.]

Push <Next> to proceed; in the following mask all order settings can be verified. Push <Finish>; An information screen is given that

A) the spare part order was created OR B) the Workorder was raised.

It depends on the way you reached the ordering process (A: having accepted an assigned call or B: having created a new call):

A):


B):

Push <Close> to shut the window. Workorder Status is now “Open”. (Perhaps it may take a while before the status changes.)


Besides the Workorder is now assigned to the Status “Open”:

Automatically the Workorder will afterwards slip into the Status “In Progress”, because the spare part order is created. In parallel the status within the Workorder changes into “OrderConfirmation” (see next screen shot, marked yellow). This shows, that the order was created successfully. Another hint for successful order creation is the Material-Status at the bottom of the Workorder Detail (marked green). Complete explanation regarding this Material-Statuses please see chapter 6.2.3. You can see the MIRO order number with using Button “Spares order” or with clicking on the word “Confirmed” of the concerned material (marked green).


In case of an Adex-Order you can see the return order no. (and also the order no.) with a click on material status “Returned”:

Supposed that you have made the settings for MIRO Spare Part Portal as described in chapter 2, you can switch into the Spare Part Portal with a click on the order number.


Here you can see the status of your order with the help of section: orders overview order tracking.

In WCM WEB: as soon as you can see the Status “Dispatched” in the Material Status at the bottom of the Workorder Details, the spare part is sent out of the FSC stock. In parallel you can check this in the Workorder Detail, where “SparesInDelivery” in the Current Status is shown. (Explanation of all possible Statuses in “Current Status”, please see chapter 6.2.2)

4.1.2. Using Spares of own stock The Service Partner can use spare parts of his own stock if wanted and available. The processing in WCM WEB begins like the normal spare part ordering process. Therefore please start your WCM entries as described in chapter 4.1.1. Steps to follow in chapter 4.1.1, then going on from here:


You have entered “Own Stock” as Supplier for the chosen spare parts:

Push <Next> to proceed; in the following mask all Workorder settings can be verified. Push <Finish>. An information screen is given that a Workorder was raised. Workorder status changes automatically from “Requested” to “Open” and afterwards to “In Process”.

4.1.3. Ordering at IT PS For special treatments it is necessary to order spare parts directly at Siemens IT PS. This process exception is valid for 4h-Service-Packs and for Enterprise Products. Concerned Service Partners are informed about the procedure. Nevertheless are Service Calls opened up in WCM for these cases. They are handled like Claims with spare parts out of “Own Stock”, but in the beginning of the Workorder processing there is one difference, shown now.


If you have followed the Call Process from the beginning (creating a new Call or accepting an assigned one), you will reach the step where you have to enter the Error Code. Afterwards you will reach the following screen, where you have to tick “NO”:

Press <Next> to proceed; in the following mask all Workorder settings can be verified. Push <Finish>. An information screen is given that a Workorder was raised. For ordering the needed spare part you have to Login directly into Siemens IT PS MIRO and do the order and return process there. Please don’t forget to give the WCM Workorder number in reference field 2.

4.1.4. Belated additional ordering As long as a Workorder has the Status “In Progress” it is always possible to order additional material. When opened the Workorder Details, you can order again with clicking on “Order parts” at ACTIONS section:


4.2. Repair Process

If the spare part is available, the Repair process can be started. First step is to manually change the status into “Repair started” (open the Workorder Detail Actions: Repair started):

Choose “RepairStarted”; push <Finish>. An Information screen is shown that the status was changed; push <Close> to shut this window. After finishing the Repair, the Service Call Status has to be changed into “Repair successful”.


Open the Workorder Detail and click on “Repair successful” under ACTIONS section:

Hint: It is not possible to change the status into “Repair successful” unless it was changed into

“RepairStarted” before! The error code has to be confirmed after repair. With edit you enter the error code screen; do changes if necessary:


Push <Finish> to proceed. An Information Screen is shown that the repair is completed now. Push button <Finish> to shut the window; you are back in the Workorder Detail screen.

4.3. Returning Spare Parts

4.3.1. Return order advice Before sending parts back to our Warehouse in Sömmerda, you have to advise the return in WCM. In WCM WEB you can only advise the return for defect parts in warranty!


For all other processes like wrong part in box, spares DOA, good part returns or out of warranty returns, please use directly the MIRO Spare Part Portal! Regarding the physical return process, please keep in mind the differentiation between RET-/RP-parts and N-parts:

RP-parts (WCM code is RET) have to be send back to FSC. N-parts have only to be advised. Do not send these parts back to FSC.

Only in case of an Advanced Exchange (ADEX), i. e. if you have ordered only one piece, you receive an order and a return order number at the same time. The part return advise is done automatically and the return order created already. In case of Non-Adex-Orders (e. g. if more than one part was ordered) you advice the return as follows:

Mark the parts, which you want to advice (and send them back to FSC if RET-parts):


Push <Finish> to close the window. Now the parts are advised. With a click on Material Status “Returned” you can see the return order number in the next window:


Click on the return number and you will be transmitted into MIRO Spare Part Portal. Here you can print out your PRF form, which you need for sending back the defective parts (see chapter 4.3.2).

4.3.2. Part return For the physical part return it is necessary to enclose the PRF-Form, which must be printed out of MIRO Spare Part Portal.


As described in chapter 4.3.1, you will be transmitted into MIRO Spare Part Portal, if you click on the return order number (section “order overview” ”order tracking”):

Screen MIRO Spare Part Portal:


Please choose the correct return order number and mark “Details” in the next screen:

On the bottom right side you can print out the return form:

The return order must be printed out and attached to each part being returned.


5. Claiming and Invoicing

5.1. Claiming

After you have received the return order number from the system, you are able to claim. Please do not try to claim before the part return order is created for each part of this Workorder. Otherwise the part return would fail. There exist 2 possibilities to claim Calls for the following Invoicing/Crediting:

1) Starting from the Workorder Detail, using Action “To Claim”:


2) Workorders with existing Return Orders (= Return Advice) do have a small box, so that they can be ticked there for claiming (this is convenient for a higher number of Calls to claim at once). Please acknowledge the box will appear after the return order is transmitted from MIRO to WCM. This may take some time if the spares return advice was keyed in in MIRO Websphere, not in WCM. Especially if the return order was placed not to the FSC but IT PS MIRO Web there are days in between. In our example, only 4 boxes are selected for claiming and therefore ticked:

For both ways of claiming the status in the Workorder Detail has now changed into “ToClaim”:

After the part is received back physically (!), the Wordorder Status changes into “ClaimMovedToVC” and FSC (the Validation Center) will start to verify the claim: The Validation Center proves the claim and has the possibility

a) of accepting it. Then the invoicing process can start. b) of shortening it. Then the Service Partner has to confirm as next action… c) of canceling it. This has the Service Partner also to confirm.


5.2. Invoicing

5.2.1. Overview

1) Service Partner sends the status “to claim”. Precondition is the return order for the defective part is created in MIRO and reported back into WCM by MIRO interface.

2) The defective part is received back. 3) The FSC Validation Center checks the claim:

a) the Validation Center accepts or b) the Validation Center rejects or reduces the claim.

4) The Service Partner has to accept reduced or rejected claims or clarifies with the VC until he can accept the result.

5) The Validation Center sends the clarified claims to the local FSC claim approver (Service Partner Manager).

6) The local claim approver confirms. 7) The invoice proposal document is created monthly, weekly or daily for all Calls of the past

period. Time frame is agreed with the Service Partner. 8) The document is sent to the Service Partner as a PDF file. This document contains a grouping

number and an invoice proposal number. The value and the numbers are posted in the FSC Financial SAP system

9) The Service Partner sends an paper invoice to FSC. The amount and the grouping-/invoice number shall be taken from the PDF file.

10) FSC Accounting finds the recorded invoice data in FSC SAP by means of the grouping-/invoice number.

5.2.2. Methods For all Warranty Claims where the claimed amount is accepted by FSC, i. e. where no agreement on reductions or rejections is pending, there is a summarized invoice for all claims during the past period. The length of the period is defined together with the responsible FSC Service Partner Manager. It can be monthly, weekly, biweekly or even daily. In principle there are two invoice processes possible:

1) FSC creates and sends an invoice proposal with the invoice amounts agreed in the WCM process or

2) The service partner agreed at the so called “credit like process” and FSC prepares an invoice document in the name of the Service Partner which is paid (credited) automatically. A hardcopy is sent by mail to the Service Partner.

The documents for point 1) and point 2) are similar. They only distinguish by the header. Below please find an example of an invoice in the “credit like process” prepared monthly.


5.2.3. Documents


The claims belonging to the grouped invoice above are listed line by line in an additional document:

In case of the “credit like process” the Service Partner has no more action to do. The payment from FSC will be received after the agreed time for payment allowed. In case of the “standard” invoice process the Service Partner can prepare the commercial invoice which is 100 % identical to the invoice proposal and send it to the local FSC Service Contact.


5.2.4. Commercial Invoice The commercial invoice from the Service Partner shall carry the original grouping number (the same number as the invoice proposal number) of the invoice proposal from the PDF file. This number is used to find the invoice proposal in WCM and it is used as the FSC reference number. The invoice amount shall not differ to the sum in the invoice proposal, as all changes on the claims per Workorder are already processed and agreed earlier. As each rejection or reduction of a warranty claim is registered by the FSC Validation Center in the Service Partners Web Account before the invoice proposal is prepared. Only claims where FSC Validation Center has agreed on are grouped to an invoice proposal. The agreement to any change in the claim is to be done by the SP in the WCM Web.

5.2.5. Confirmation of validation result The agreement process may encircle some iterations and is based on off system communication with the FSC Validation Center or Service Partner Manager contacts.

As the WCM order process is based on early decisions about the Service Type accepted as warranty case, the negotiation process is the exception, not the rule. The validation status of each Work Order is reported in the status screen:

ClaimMovedtoVC (included in button Validation Center): After the spare parts are received back in FSC the claim is forwarded to the Validation Center.

ClaimRevisedByVC (included in button Validation Center): FSC Validation Center has changed the claimed Service Type. After a revised claim is accepted by the Service Partner, the status will change to ClaimAcceptedByVC

ClaimRejectedByVC (included in button Validation Center): FSC Validation Center rejected the claim completely. If a rejected claim is accepted by the Service Partner, the status will change to “Cancelled.”

ClaimAcceptedByVC (own section): If the Validation Center did not change something but accepts the claim, it will be included in the next invoice summary.


5.2.6. Handling of a rejected or revised Work Order Double click on a rejected or revised Work Order

to open this claim with all the details. Then choose “invoice” from the VIEWS menu:


The rejection message will be displayed:

By choosing “Accept rejection” (ACTIONS menu on right side) you can agree on the validation result from the FSC Validation Center. The Call will move to status cancelled. In case the claim was not rejected but revised only and you accepted the decision from FSC, the claim status will go to ClaimAcceptedbyVC and will be paid in the next invoice with this amount. If you select “Reject rejection” (ACTIONS menu) a screen will open for your comments to be transferred to the Validation Center:

The Claim will change to the status “ValidationReplybySP”.


6. Annex

6.1. Error Messages

In WCM following Error Messages may occur, if entries are not accepted:

No. Reject Text in WCM WEB Explanation 1 90 day rule Call information forwarded too late (90 day rule) 2 7 days rule Serial no. was already claimed recently. 3 Double WO WO for this Serial no. already opened 4 Missing Qualification of SP 5 FCO not accepted by SP 6 WO not accepted by SP 7 OoW, customer refuses repair fee 8 Out of Warranty (OoW) 9 Spare part asset mismatch Spare part does not fit to this asset 10 Spare part error code mismatch Spare part does not fit to the error code reported 11 Customer cancellation 12 Wrong ADLER data – no proof provided 13 No ADLER data – no proof provided 14 Customer Self Inflicted 15 Material OoW Mat. is out of warranty 16 Spare part required Spare part required according to error code 17 No spare part required No spare part required according to error code 18 WO was claimed too late CN Correction needed

6.2. Service Call Statuses

At three different places in the WCM WEB-Screens Statuses arise, which are explained here in detail to avoid misunderstandings and to ease the distinction when talking about any status.

6.2.1. Service Call Status “1. level” In WCM WEB Field Service, Service Calls are grouped into Statuses, which are shown there on the right side (on level “Field Service”):

This is helpful to get a first overview about all the existing Workorders a Service Partner has.


6.2.2. Statuses in specific Workorder Within a Workorder (Workorder detail) the current status of this specific Call is also shown:

Often this “Current Status” does correspond to the Status of the Status-Group the Workorder belongs to at that time (described in 6.2.1). But in some cases, e. g. Status-Groups “In Progress” and “Validation Center”, the Workorders can show different current statuses, which then gives more detailed information, e. g. the status of the ordered spare part or the exact claiming status. Current Statuses in Workorder Details can be:

Status Description Approval Not yet implemented Assigned Workorder assigned AssignedFCO assigned Field Change Order AssignedToEmployee Technician assigned Cancelled Workorder cancelled ClaimAcceptedByVC Claim accepted by Validation Center ClaimMovedToVC Claim moved to Validation Center ClaimPaid Claim paid ClaimRejectedByVC Claim rejected by Validation Center ClaimRejectionAccepted Claim rejection accepted ClaimRejectionRejected Claim rejection rejected ClaimRevisedByVC Claim changed by Validation Center Closed Done CostEstimationCreated Cost estimation created CustomerAgreedDate Date agreed with customer CustomerInformedToCollectSystem Customer informed, that he can collect his system CustomerKeepsMaterial Customer keeps material, e.g. police protects sensible data HD Open Claim opened by Helpdesk Open Workorder opened OrderConfirmation Order confirmation ParcelDelivered Parcel delivered ParcelPickedUp Parcel picked up Rejected Workorder is rejected


RepairCentreLeft System has left Repair Centre RepairCentreReceipt System has reached Repair Centre RepairedSystemDeliveredToCustomer System is repaired and can be delivered to customer RepairFailed Repair failed RepairFailedAndDoubleFR Repair failed, SP will get payed double flatrate RepairInterrupted Repair interrupted RepairStarted Repair started RepairSuccessful Repair succesful Requested Workorder requested ResetToClaim Reset from „ToClaim“ to „RepairSuccessful“ RevisedClaimAccepted Change of claim accepted RevisedClaimRejected Change of claim rejected SparesInDelivery Spares are delivered SparesOrdered Spares are ordered SparesProposed Spares are proposed SPatCustomerSite SP has reached customer SystemReceived System is delivered to SP ToClaim Request payment UpdateServiceTypes Service data update WaitingForSystem SP is waiting for System

6.2.3. Statuses of ordered spare parts If spare parts are ordered via WCM WEB and therefore an order in MIRO Spare Part Portal was created automatically, the status of the part can be seen at the bottom in the Workorder detail. Following Statuses can arise: Proposed: parts are proposed, but nothing more. Confirmed: parts are selected, order has been transferred to MIRO and order no. has been

created. Despatched: shipment out of FSC stock has been done. Returned: Return order is placed in MIRO

(In case of an ADEX-order the Return Order is created automatically; therefore the Returned Status is given immediately. With a non-Adex-order the Return has to be advised before Returned Status is given.)

Example:


6.3. Abbreviations of spare part data

In the process of ordering spare parts, mat. nos. are suggested and additional data is given, as there are: WARRANTY: Spare part is warranty-able. For a warranty repair, SP will receive a credit. Also

limited warranty parts are marked with this flag. LSF: Is this a local spare part? If Yes, it has to be bought at the SP´s local supplier. RET: Spare part is a returnable one, i. e. the defective spare part has to be send to FSC ECS: Spare part fits to the error code FTA: Spare part fits to the asset (serial number)