Excellent Service Guide SWA CS TEAM

Title New SAW Category SR Functional Warranty Upto 3 Years

ESG Date Apr 09, 2018 Requester Channel Management
ESG Type Standard process Product / Model CE Products

Purpose:

 To speed up the stock repair (SR) functional warranty

cases (upto 3 years) through new SAW category “36
months (SIEL)”.

 To enhance GSPN system to consider 1~3 years

functional stock repair (SR) cases as within Warranty

Background:

 Currently the standard warranty for SR cases is 12

months from SIEL billing date or 15 months from serial
number logic. However Based on the Sales VOC & trade
expectation the functional warranty for SR cases have
been increased upto 36 months from SIEL billing date or
39 months from serial number logic
 All such cases are currently approved by BSM manually
through myPumi and there is no visibility of such cases in
the system
Page 1of 8 Service Excellence Beyond Imagination
Excellent Service Guide SWA CS TEAM
Title New SAW Category SR Functional Warranty Upto 3 Years
ESG Date Apr 09, 2018 Requester Channel Management
ESG Type Standard process Product / Model CE Products

 Process:

 Dealer to register SR call at the call centre

 Service centre to get the inspection done

 MSC to raise SAW in “36 Months (SIEL)” SAW category

available in GSPN & attach documents (refer subsequent
slide), estimate and photographs.

 In case of panel Panel Replacement/Part S/no.

Exception SAW screenshot to be attached along with
other documents (for factory bundling validation GMES->
GSPN check)

 BSM to check documents and process (approve/reject)

SAW accordingly

 Post SAW approval system would convert call into LP

(within warranty) and factory bundling check logic would
run by system. Hence MSC to ensure they send the
defective material to RMA post necessary repair work
Page 4 of 8 Service Excellence Beyond Imagination
Excellent Service Guide SWA CS TEAM
Title New SAW Category SR Functional Warranty Upto 3 Years
ESG Date Apr 09, 2018 Requester Channel Management
ESG Type Standard process Product / Model CE Products

 Process Workflow:

Page 4 of 8 Service Excellence Beyond Imagination

Excellent Service Guide SWA CS TEAM
Title New SAW Category SR Functional Warranty Upto 3 Years
ESG Date Apr 09, 2018 Requester Channel Management
ESG Type Standard process Product / Model CE Products

 Support Period:

 SR cases upto 3 year from SIEL Billing or 39 months

from production S/no. logic. For cases >3 years/39
months expat approval required as per the special
approval path.

Suggested Documents:

 Invoice copy
 Technical report duly signed & stamped by MSC
 Estimate of repair - Repair estimate with complete
breakup (labor+part+taxes) & sign stamp of MSC

 Panel Replacement/Part S/no. Exception SAW

screenshot
 Photographs of defective part & packing of unit
 Photograph of complete unit with model number / serial
number sticker
Page 4 of 8 Service Excellence Beyond Imagination
Excellent Service Guide SWA CS TEAM
Title New SAW Category SR Functional Warranty Upto 3 Years
ESG Date Apr 09, 2018 Requester Channel Management
ESG Type Standard process Product / Model CE Products

SAW Screenshot:

Page 7 of 8 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Distribution List : CS Portal

Job Role Applicable Applicable

HO001~HO - SWA CS Team  BO002 ~ BO – Branch service(SAARC) 

HO002~HO - Service operation group  CC01 ~ CCC – Manager 

HO003~HO - Technical support group  CC002 ~ CCC – Others 
HO004~HO - Parts operation group  CC03 ~ CCC - TA(AV) 
HO005~HO - CS academy group  CC04 ~ CCC - TA(HA) 
HO006~HO - Customer experience group  CC05 ~ CCC - TA(IT)

HO007~HO - Strategic planning group  CC06 ~ CCC - TA(HHP)

HO008~HO - Biz Process innovation group  CC07 ~ CCC - TA(HME)

HO009~HO - Channel Management group  CC08 ~ CCC - TA(B2B)

HO010~HO - SVC administration group  CC09 ~ CCC - Dealer Hotline 

BO001 ~ BO – Branch service(India)  CC010 ~ CCC - Happy Call 

Distribution List : G-SPN

Job Role Applicable Job Role Applicable

P101 ~ Partner(HHP) - Center Manager P116 ~ Partner - Engineer(HME)

P102 ~ Partner(HHP) - Administration P117 ~ Partner - Engineer(Demo)

P103 ~ Partner(HHP) - Parts Controller P118 ~ Partner - Engineer(Installation) 

P104 ~ Partner(HHP) - SVC Tracking P201 ~ Partner(RB) - Center Manager 

P105 ~ Partner(HHP) - Engineer Supervisor P202 ~ Partner(RB) - Administration 

P106 ~ Partner(HHP) - Engineer P203 ~ Partner(RB) - Parts Controller 

P107 ~ Partner - Center Manager  P204 ~ Partner(RB) - SVC Tracking 

P108 ~ Partner – Administration  P205 ~ Partner(RB) - Engineer Supervisor

P109 ~ Partner - Parts Controller  P206 ~ Partner(RB) - Engineer

P110 ~ Partner - SVC Tracking  P301 ~ Partner(L4) - Center Manager

P111 ~ Partner - Engineer Supervisor  P302 ~ Partner(L4) - Administration

P112 ~ Partner - Engineer(AV)  P303 ~ Partner(L4) - Parts Controller

P113 ~ Partner - Engineer(HA)  P304 ~ Partner(L4) - SVC Tracking

P114 ~ Partner - Engineer(IT) P305 ~ Partner(L4) - Engineer Supervisor

P115 ~ Partner - Engineer(HHP) P306 ~ Partner(L4) - Engineer

Page 8 of 8 Service Excellence Beyond Imagination