RBB Solution

VISIT REPORT
Station ID : D-ESC-STE025
Date : 30.07.2018
Notice Board
TRC Area & Appron Missing
DOA/DAP Wrong Process
Engineer Remarks not found
Problem & Repair code not found
Performance Chart
FSB File
Final Result Sign & Stamp
 MOTO-LENOVO ESC/CCI Audit Format
CCI Name RBB SOLUTION DESC Name SYSCOMP INFOSOL
City/State DURGAPUR Monthly Call Vol 450
Region East Date 30-Jul-18
No. of CCO 2 No. of Engg 2
Parameter Sub-Parameter Remarks Parameter Sub-Parameter Remarks
Lenovo GSB / Branding installed Yes 100% online Jobsheet Thru CRM Yes
Token Process (QMS) in Place No No JS Creation without ELS Yes
CCO Well groomed/ ID Cards No Uniform & ID card not available Customer Signature on JS Yes
Airconditioning Effective Yes Device Problem reported by customer captured Yes
Customer Waiting Escalation Matrix / Auth. Cert. Displayed Yes Job Sheet Creation POPs attached with JS (if applicable) Yes
Area Seating space adequate Yes & Completeness Repeat JS highlighted with RED marker Yes
Water Dispenser & Disposable Glass Available Yes Availability of old Jobsheet with proper filing No
OOW Labour Charge display Yes CIS Slip/Smiley Slip attached with JS Yes
Operational Timings Displayed Yes Terms & Conditions mentioned at back of JS Yes
No. of Yes 7/9 78% No. of Yes 8/9 89%
Parameter Sub-Parameter Remarks Parameter Sub-Parameter Remarks
JS attached with Device / Accessory Yes ESD Mats Available and Grounded Yes
Stacking of Device , Tagged properly Yes ESD Wrist Straps/ ESD Apron/Sleepers Yes
Latest SW/LST followed Yes ESD Tester at the TRC Entrance No
CIT process followed for every handset Yes Device Stored in Antistatic Bins Yes
Repair Area/ESD Repair Area/ESD
01 Repair details filled at back-side of JS No 02 Work Table Should be well managed Yes
Standard Toolkit Available Yes Physical handsets Vs CRM status matching Yes
Latest FSB/SW list process followed Yes Repeat handset cheked by Sr. Engg Yes
Training App process followed Yes CID handset photographs captured Yes
No. of Yes 7/8 88% No. of Yes 7/8 88%
Parameter Sub-Parameter Remarks Parameter Sub-Parameter Remarks
Same day GRN done Yes 100% handset DOA/DAP Process followed No
Same day part allocation & return (fresh/defective) Yes Accessory replacement Followed (with POP) Yes
Stacking of Good Spare Parts Yes Parts Requirement Raised in 24 hrs Yes
Stacking of Def with JS as per Repair close (daywise) Yes Happy Calling Process followed Yes
Spares
Spare issued tracking in prescibed format Yes Process Adherence Loaner Register Process Followed No loaner not available
Management
Issuance of HVP good part with Store Incharge sign Yes Dealer Feedback Process followed Yes
Defective spares shipped to DESC Hub every week Yes
Physical Vs CRM spares matching No
No. of Yes 7/8 88% No. of Yes 4/6 67%
Parameter Sub-Parameter Remarks Parameter Sub-Parameter Remarks
Service Centre Insurance ( Consumer device etc.) Yes WI FI Connectivity Yes
Miscellaneous Power Back Up availability Yes Miscellaneous Daily Morning/Evening Meeting with the Staff by CM Yes
2/2 100% 2/2 100%
Warehouse Type New PN partsGroup Phy. Qty. Quantity Unit Price Total Value Remark Short Qty.
Good 5C18C07555 USB Cable 0 1 47.98 47.98 Engineer Use 1
Good S928C22106 USB Cable 0 8 35.98 287.84 Engineer Use 8
Good S928C30780 USB Cable 0 1 88.32 88.32 Engineer Use 1
Good SA18C17065 Charger/Adapter 0 1 316.22 316.22 Engineer Use 1
Good SPN5929A-TK Charger/Adapter 1 2 624.53 1249.06 Engineer Use 1

Warehouse Type New PN partsGroup Phy. Qty. Quantity Remark

Good S958C17122 USB Cable 1 0 1 Extra found
Sr# Action Item Responsible Due Date
1 RR File not found Bibhupada Immidiate
2 Need Full ESD Adherence Bibhupada Immidiate
3 Knowledge gap of KPI Bibhupada Immidiate
4 Gicco & Training App not fully follow by engineer Bibhupada Immidiate
5 System VS Physical stock Bibhupada Immidiate
6 DOA/DAP SO not file up properly Bibhupada Immidiate

MOTO-LENOVO ESC/CCI Audit Score Summary Sheet

Area Total Activities No of YES Audit Performance
Customer Waiting Area 9 7 78%
Job Sheet Creation & Completeness 9 8 89%
Repair Area/ESD 01 8 7 88%
Repair Area/ESD 02 8 7 88%
Spares Management 8 7 88%
Process Adherence 6 4 67%
Miscellaneous 4 4 100%
Audit Performance Total Score 52 44 85%
THANK YOU