sample cases study for ibm - feedback1.1

8/9/2019 Sample Cases Study for IBM - Feedback1.1

1/20

MTSN

80A5CB27965993 10/22/2014 10/27/2014 HND Computer

11/14/2014 12/1/2014 Cahaya Surya

12/1/2014 12/4/2014 Cahaya Surya

1/15/2015 1/17/2015 Cahaya Surya

1/20/2015 1/26/2015 Cahaya Surya

1/23/2015 1/26/2015 HND Computer

2/3/2015 2/5/2015HND Computer

80CR UB02336875 10/8/2014 10/14/2014 e!o"o Ser"#$e

10/14/2014 10/16/2014 %& C'#!#$

10/17/2014 10/31/2014 e!o"o Ser"#$e

11/10/2014 11/18/2014 e!o"o Ser"#$e

12/22/2014 12/22/2014 e!o"o Ser"#$e

3772(B13315410 2/17/2015 2/18/2015 )#tra %!*o+ara!a

2/24/2015 3/4/2015 )#tra %!*o+ara!a

3/4/2015 3/13/2015 %B) %!,o!e+#a

800-.021D-5 2/17/2015 2/18/2015 %& C'#!#$

2/20/2015 3/6/2015 %& C'#!#$

3/6/2015 3/25/2015 %B) %!,o!e+#a

0A7HA04&S7 2/3/2015 2/24/2015 %& C'#!#$ )a!a 2

2/24/2015 3/2/2015e!o"o Ser"#$e

Service OrderCreation Date

So CompleteDate

ServiceProvider Name


2/20

20A)-.01-0 11/24/2014 11/26/2014 %B) %!,o!e+#a

11/25/2014 11/26/2014 -erom %!,ah )ur

80DB02200858 12/29/2014 1/2/2015 ACAC%A %& Ser"#$e

12/30/2014 1/2/2015hatu'#+t#a

7826R3H4 2/27/2015 3/11/2015 hatu'#+t#a

3/3/2015 3/4/2015 %& C'#!#$

80000000B0756232 2/13/2015 3/6/2015 %& C'#!#$

2/24/2015 2/27/2015 e!o"o Ser"#$e

80DB05011956 11/19/2014 1/23/2015 e!o"o Ser"#$e

12/19/2014 12/23/2014 ACAC%A %& Ser"#$e


3/20

800-.033652 11/4/2014 11/7/2014 %& C'#!#$ +y

11/5/2014 11/19/2014 ACAC%A %& Ser"#$e

80A9CB30836185 10/23/2014 11/25/2014 -ara,#+e C#pta

11/17/2014 11/24/2014 %B) %!,o!e+#a

80ACCB29349062 12/29/2014 12/30/2014 %& C'#!#$

12/30/2014 1/5/2015 ACAC%A %& Ser"#$e

80AB01678764 10/1/2014 10/17/2014 (ahyu Utama e+

10/16/2014 10/31/2014 %B) %!,o!e+#a


4/20

# of day from last SO completed

7021696602

7021758427 18

7021801995 0 1

7021915975 42

7021928865 3

7021941441 3 0

7021970859 8

7021657290

7021670935 0 0

7021682504 1

7021743947 10

7021858497 34

7022011342

7022029353 6

7022051999 0 0

7022010826

7022021034 2

7022060521 0 0

7021971846

7022028425 0 0

Service OrderId


5/20

7006460507

7021786072 1 0

7021874386

7021876772 3 0

7022040478

7022048504 8 0

7022002989

7022029953 10 0

7021771857

7021854008 35 0


6/20

7021729539

7021732921 2 0

7021698665

7021763429 8 0

7021873990

7021877566 0 0

7021638924

7021678430 1 0


7/20

Lenovo Inquiries

&ou$hpa, #++ue ut $'a#m )B aa#!

$'a#m )B

-D $o,e !ot $orre$$t / part+ rep'a$eme!t #+ +tra!e

)B $'a#me, ut retur!e, a+ u!u: AS- +ay partrep'a$e,:

$'a#me, )B t#$e: ;!e #+ retur!e, a+ C%D o!e #+,e*e$t#"e: -ro'em #+ tou$hpa, ut hy rep'a$e )B:

-D $o,e #+ ,#+p'ay #++ue ut +ymptom +ay+ )B: )B#+ ,e* retur! ut $'+ $o,e #+ !o part rep'a$e,:


8/20

;!+#te a!, $arry #! happe! at the +ame t#me

2!, S; $reate, ear'#er tha! 1+t S; part+ ,e'#"ery

2!, S; ear'#er tha! 1+t S; part

#mpo++#'e to ha"e o!e ma$h#!e +er"#$ee, #! 2$e!tre

he! 2!, S; #+ $reate, part+ o* 1+t S; #+ !ot yet,e'#"ere,


9/20


U!#t De'#"er to C< o! No" 26


10/20

IBM eed!ac"

tou$hpa, = ut !e pro'em *ou!,> auto re+tart ? tou$hpa, utto! atta$he

(ro! SN %!putte,> $orre$t SN CB27297043

th#+ #+ the 2!, part *or SN CB27297043

U!#t +e!, to %B) aarta 2 )ar$h 2015 *or e+$a'at#o!> C $he$ 13 )ar$h 2015>

U!#t +e!, to %B) aarta 2 )ar$h 2015 *or e+$a'at#o!> C $he$ 25 )ar$h 2015>

part report a+ u!u+e,> ro! =+hou', e pro'em = tou$hpa, utto! atta$he,#th ma#!oar,

7021801995 ro! part re$e#"e,> !o "a o!ma#!oar, ? +t#'' +ame part a+ e*ore >e+$a'ate to )a< *or proper -N @> tou$hpa,utto! atta$he, #th ma#!oar,

-ro'em +o'"e, #th th#+ S;> $u+t p#$up o!4th .eruary

Cu+tomer $ame to SC #th +ame SNreport#! Not Char#! %++ue: E(ro! -DCo,e

Informed !y Boardcom tat te te unit$arranty Is %OID& informed $arrantyvoid to customer and cust !rin' te unitto Lenovo Service Center


11/20

u!#t +er"#$e, #! F+a +y

)a$h#!e +er"#$e, #! e!o"o Ser"#$e Ce!ter

Ca+e 'oe, at 24 No" 2014> Ca+e )a!aer$a'' Cu+tomer at the +ame ,ay> #"e the &Ao! 27 No" 2014> -art Arr#"e, o! 25 No" 2014A*ter!oo!> C o ;!+#te o! 26 No" )or!#!>=


12/20

U!#t reporte, to %& C'#!#$ Sy 4 No" 14 yCha!,ra H:):> Create S; o! the +ame ,ay>hoe"er o! 5 No" 15> Cu+tomer p#$+ up the

ma$h#!e ,ue to 'o! repa#r t#me: %& C'#!#$$a!!ot $'o+e the S; +#!$e the part+ a'rea,yor,ere,> a!, A,m#! *orot to $'o+e #t a+$u+tomer $a!$e'> a!, $'o+e the S; #thpro'em +o'"e,> part rep'a$e, #!+tea,

U!#t r#! #! to A$a$#a +y No" 5th yCha!,ra H:)> $reate S; No" 5th

U!#t +e!, to %B) aarta 13 No"emer 2014*or e+$a'at#o!> C 24 No"emer 2014> -#$up 25 No"emer 2014

U!#t reporte, to %& C'#!#$ +y 27 ,e$ 2014> yBu+ta!u'> 29 De$ $reate F,> hoe"er$u+tomer ,o!t a!t to a#t *or a 'o! t#mea!, retr#e"e the ma$h#!e: -art retur!e, a+u!u+e,:

U!#t reporte, to A$a$#a +y 29 ,e$ 2014> yBu+ta!u' a*ter retr#e"e *rom %& C'#!#$Suraaya> 30 ,e$ $reate F,

U!#t +e!, to %B) aarta 15 ;toer 2014 *ore+$a'at#o!> C 31 ;toer 2014> -#$ up 6No"emer 2014


13/20

#th ma#!oar, @

-#$ up 16 )ar$h 2015

-#$ up 30 )ar$h 2015


14/20


15/20


16/20

&; CHC MTSN

80DB02200858

)ae +ure a'' the u!#t #+ #! AS- +"$

$he$ hy the t#me #+ too $'o+e,

800-.033652

80DB05011956

80ACCB29349062


17/20

12/29/2014 1/2/2015 ACAC%A %& Ser"#$e 7021874386

12/30/2014 1/2/2015 hatu'#+t#a 7021876772

11/4/2014 11/7/2014 %& C'#!#$ +y 7021729539

11/5/2014 11/19/2014 ACAC%A %& Ser"#$e 7021732921

11/19/2014 1/23/2015e!o"o Ser"#$e 7021771857

12/19/2014 12/23/2014 ACAC%A %& Ser"#$e 7021854008

12/29/2014 12/30/2014 %& C'#!#$ 702187399012/30/2014 1/5/2015 ACAC%A %& Ser"#$e 7021877566

ServiceOrderCreationDate

SoCompleteDate

Service ProviderName

ServiceOrder Id


18/20

# of day from last SO completed

3 0

2 0

35 0

0 0


19/20

#mpo++#'e to ha"e o!e ma$h#!e +er"#$ee, #! 2 $e!tre




20/20

Remar+

AS- $o!ta$te, ut a,m +ho'at

(ro! -N $reate,: S; #! D B02200858 a!, B07028054 #!

the#r Dataa+e

sample cases study for ibm - feedback1.1

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