Scm Intro July 06

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Scm Intro July 06

  1. 1. Volume Global Solution Centre Electronic Case Logging Tony Middleditch, Derek Wainman
  2. 2. Electronic Logging <ul><li>Agenda </li></ul><ul><li>Introduction </li></ul><ul><li>eTools call flow </li></ul><ul><li>Electronic logging features </li></ul><ul><li>The Corporate Quicklog Experience </li></ul><ul><li>Requirements to use SCM </li></ul>
  3. 3. Introduction <ul><li>Volume Global Solution Centre </li></ul><ul><li>Products: IPG, PSG and ISSS </li></ul><ul><li>Functions: </li></ul><ul><ul><li>Call receipt, entitlement, diagnosis for warranty. </li></ul></ul><ul><ul><li>Diagnosis for contract and carepack </li></ul></ul><ul><ul><li>CE-Assist support for field engineers </li></ul></ul><ul><li>Location: </li></ul><ul><ul><li>All support functions located in GSCB Except: </li></ul></ul><ul><ul><li>ISSS Storage (moving in August) </li></ul></ul><ul><ul><li>CE-Assist </li></ul></ul><ul><ul><li>Diagnosis for exempt customers. </li></ul></ul>
  4. 4. Electronic Logging Call Flow eTools Team SCM Tool Case Management Field Delivery Confirm details in case. Perform further diagnosis (if required). Recommend parts. Web-based tool that enables customer to: Create case into HP WFM system. View logged cases. Add information to logged cases. Order parts. Assign engineer. Update customer on case status (if required). Attend customer site. Perform further diagnosis (if required). Install parts and test unit.
  5. 5. Electronic Logging Features <ul><li>Using Support Case Manager customers can: </li></ul><ul><li>Log cases by either product number and serial number, or Care Pack agreement number. </li></ul><ul><li>Check on the progress of support calls. </li></ul><ul><li>Add further information to existing support calls. </li></ul><ul><li>Get a summary of previous calls. </li></ul>
  6. 6. The Corporate Quicklog Experience Response by phone if further information required*. Response via email only. Cases receive priority processing and dispatch to the field. Cases passed to the field if repair required. Can log Warranty, Carepack or Contract cases. Cases logged are for warranty only Used by Corporate Help desks and partners with proven technical capability Used by end users Corporate Quicklog (in SCM) Standard SCM
  7. 7. Steps for using SCM <ul><li>Customer identified as wanting to log cases electronically </li></ul><ul><li>Customer verified as having technical capability to diagnose issue to hardware failure </li></ul><ul><li>Customer logs case via SCM using supplied template </li></ul><ul><li>eTools team diagnoses case and recommends parts (no contact made with customer unless more information required). </li></ul><ul><li>Case Manager orders parts. </li></ul><ul><li>Engineer completes repair. </li></ul>

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