EU Service department

Transcription

1 EU Service department OTC REPORTS USER MANUAL v Contents: LOGIN & WELCOME PAGE (IMPROVED ) CALL RATE & FAILURE RATE REPORT (IMPROVED) REPORT DETAILED DATA DOWNLOAD (IMPROVED) CALL REASON REPORT SALES ANALYSIS SWAP STOCK WAREHOUSE NOTICE BOARD NOTICE BOARD NOTIFICATION (NEW) DATA BASE

2 LOGIN - WELCOME PAGE

3 HAIER EUROPE - OTC SERVICE REPORTS v Login: Internet address : For any problem on your account refer to : l.lattanzi@haier.it, s.locatelli@haier.it

4 HAIER EUROPE - OTC SERVICE REPORTS v Welcome page: List of your function PENDING JOBS list added, swap products Stock and return Orders open ( NEW FUNCTION JUNE 2015) For any problem on your account refer to HQ

5 REPORT CALL RATE, FAILURE RATE, CALL REASON

6 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page FULL VIEW MAX period of analysis = 24 months

7 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page DATES: Input period of analysis. it is suggested select same dates range for all fields, sales, claim, returns but it is not mandatory Max allowed time range is 24 months The function SET ALL, apply dates to all fields : sales, claim, RMA returns HGMS Claim date have got 3 options: register, close (default), audit. It is suggested keep default audit date

8 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page REPORT TYPE 1 Call rate = report allow user to run report with claims and returns full list or manual select / exclude some Failure rate= report automatically exclude from calculation, claim, returns not linked to product quality

9 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page REPORT TYPE 2: There are 5 selections, by division, by subcategory, by series, by model group, by model Currently, series and model group are not fully maintaned in model data base, so related report are not available REPORT TYPE 3: select report result between 2 options: quantity (Qty) and amount (AMT)

10 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page HGMS claim order status : Multiselection field. we suggest to select only 3 status: check passed, payment approval, invoiced by ASP HGMS Claim (Condition code): Multiselection field. By this field, it is possible calculate failure rate of one or a group of CLAIM condition 2 HGMS Claim (repair code): Multiselection field. It allows to filter claim by repair code To get FAILURE RATE, exclude : LL, NN, EE, YY, UU, W1, 40 Z1, Z2, Z3, Z4, Z5, Z6, Z7, ZL, ZZ You need also to exclude some «returns codes» in RMA: Refer to «RMA return (symptom code)» Report type 1 FAILURE RATE filters automatically those fields to exlude customer misuse, No fault found and other interventions not related to product quality

11 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page Branch sales office : Multiselection field. To get accumulated result of all branch, please click into the option box «All Branches». Sales model: multiselection field enabled only with report Type 2, by model, by model group, keeping it blank, report will be by each model SAP Material no (T-code): Multiselection: Same function of Sales Model, applied on SAP model material number HGMS Model no (B-code): Same function of Sales Model applied on HGMS and TSP model number ( currently not full maintaned )

12 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page Factory : Multiselection field: All factory is Default. If unselect option box the result will be separated for each factory

13 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page Product Division: Multiselection field: Keeping it blank, result will be separate for all product division: REF, DWM, CAC, DAC, FZ. Group DWM/WM some DWM models have been registered in SAP under WM division, so we suggest to keep group DWM/WM selected Product subcategory Multiselection field: subcategories are manually maintaned in HQ. Selecting Report Type 2 «by Subcategory», allows to analysis only some subcategory. Selecting Report Type 2 «by Subcategory» Keeping it blank, result will be separate for all subcategory.

14 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page RMA return (reason code) : Multiselection field: it allows to filter by SAP product return reason code RMA Return (symptom code) Multiselection field: it allows to filter by SAP product return symptom code To get FAILURE RATE, exclude : X7U, XXX, XX3, XX8 You need also to exclude some «repair codes» in Claim: Refer to claim HGMS Claim (repair code) Report type 1 FAILURE RATE filters automatically those 2 fields to exclude customer misuse, No fault found and other interventions not related to product quality

15 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate - selections page NEW FUNCTION 2015 : Exclude Claim ended with RMA : If selected, system excludes claim checking Serial number, when there is a corrispondent return order (RMA) for the same unit

16 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate result example Report setting Report type 1 : call rate Report type 2 : by division Report type 3: by qty (quantity) Branch : ES Factory : ungroupped Arrow: Click arrow to display data of each months Export excel: download report Export csv detailed: download data base

17 HAIER EUROPE - OTC SERVICE REPORTS v Report\Product Call rate result example Report setting Report type 1: failure rate Report type 2 : by subcategory Report type 3 : Amount Branch : ALL When selected Report type 1 : FAILURE RATE System display the Claim and RMA returns excluded

18 HAIER EUROPE - OTC SERVICE REPORTS v Report\Service Call reason selections page Filtering function like CALL RATE report MAX period of analysis = 24 months

19 HAIER EUROPE - OTC SERVICE REPORTS v Report\Service Call reason result System display claim and returns by condition 2 : Quantity amount Report setting Report type 1: failure rate Report type 2 : by model Report type 3 : Amount Factory: ungrouped = data for each Branch : ALL SERVICE TOTAL: total condition2 (claim + returns) SALES TOTAL: total finished product sales

20 HAIER EUROPE - OTC SERVICE REPORTS v Report\Service Call rate Call reason detailed CSV file data format NEW FUNCTION 2015 : EXPORT DETAILED CSV FILE - data format adjustable If exporting CSV file raw data format is wrong, please refer to administrator to amend your settings Correct format : Cell separate wrong format : All data in 1 cell

21 REPORT SALES ANALYSIS

22 HAIER EUROPE - OTC SERVICE REPORTS v SALES ANALYSYS - selections page Purpose of this report is to provide informations about finished products sales MAX period of analysis = 36 months Sales Doc Type: SAP Sales Document type. Select only ZSO when you need «pure» sales quantities, without credit, returns and sales damaged Select only ZSS, ZSG, to get data including minimum price average of damaged good sales Report Type 1 by SAP code allows to get result for each SAP Material number

23 HAIER EUROPE - OTC SERVICE REPORTS v SALES ANALYSYS - selections page Exclude rate: It excludes from minimum price report average calculation, orders with value different between order net price and minimum bigger than rate inputted in the field. Only new model: Display only models sold first time in last 3 months from report running date. New model are highlighted in green

24 HAIER EUROPE - OTC SERVICE REPORTS v SALES ANALYSYS - result First sales: Month/year of first sales of the model in EU market Amount: Net sales Amount ASP Avg Net sales price average COGS: Cost of the goods COGS Avg: Cost of the goods average Min price Avg Minimum price average for all orders Document type Defect Min price Avg Defective sales (ZSS-ZSG) Minimum price average

25 SWAP STOCK WAREHOUSE

26 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - function overview Stock Order warehouses Functions to register the swap product shipped to service partner and how they use stock Stock Order: New product stock orders > To create new order shipped to ASP warehouses: Display and transfer stock from each warehouses warehouses report Warehouses report: >Warehouses stock summary >Movements history

27 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - STOCK ORDERS- CREATE Create new stock Order: Send new product stock to Service partner > Add model, SAP number, qty and all data > Click on «+ add model» to apply additional models > Attachment= To attach SAP shipment doc > Save > Order saved is now visible to ASP that need to confirm after product arrival

28 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - STOCK ORDERS CONFIRM BY ASP Confirmation of product Arrival in Service Partner (inbound) New stock Orders status is «not confirmed» Click on «lent» System display order details. Click CONFIRM ORDER to complete inbound operation System display order in status confirmed Confirmed stock is now available in WAREHOUSE- New product.

29 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - WAREHOUSES Service center have to register shipments to customer, disassembling part or other usage by this function. service center stock transfer To register a product to be used, click on «truck» icon Fulfill mandatory fields Serial number, IMEI of new product to be used Select WAREHOUSE destination between the option: Disassembling Parts Ship to customer When WAREHOUSE selected is «product shipped to customer», system propose to create a return order, to stock in the defective product received from customer Save to confirm

30 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - WAREHOUSES REPORT Inventory report Display the actual stock quantity of each warehouse Movement report Display all transaction/movements quantity of products

31 HAIER EUROPE - OTC SERVICE REPORTS v Swap warehouse - WAREHOUSES DEFINITIONS NEW PRODUCTS: products new, received from Haier for warranty services DISASSEMBLING PARTS: product used to disassemble spare parts. For each parts disassembled service partner needs to record a new log writing claim reference. REFURBISHED: products defective shipback from client after swap with new unit. Repaired available to be used again. SHIP TO CUSTOMER: service partner register in this warehouse each swap unit shipped to customer RETURNED FROM CUSTOMER: service partner register in this warehouse each defective unit received to customer. ( when create SHIP TO CUSTOMER, is possible AUTOcreate a RETURNED FROM CUSTOMER) SCRAP: product in bad conditions to be write off later.

32 NOTICE BOARD

33 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board introduction In Notice board TV and other factories will publish service bullettin and software upgrading to solve function problem. Select Notice Board

34 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board Main page Filters for searching notice board documents Notice Board documents List

35 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board Searching options Select optionally Division, Models, HGMS Bcodes (HGMS 11 digits product code) and eventually the Description, then press Search

36 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board Document full information view Click here «lent» to view full document information

37 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board Translation Editing ONLY FOR HAIER STAFF 1. For enabled users, click here to edit the translation 2. Select the local language 3. Edit Title, Description, Solution fields in local language 4. Press Edit to confirm

38 HAIER EUROPE - OTC SERVICE REPORTS v Notice Board NOTIFICATION - NEW FUNCTION 2015 System will send to notify new service document posted on notice board subject

39 DATA BASE

40 HAIER EUROPE - OTC SERVICE REPORTS v Admin\Log - data base download EXCEL : It is possible to download in excel the raw data of web report system DATA SOURCE: Sales : SAP transaction KE30, field «Net sales revenue Haier Euro» Returns: SAP transaction ZFI_RETURN Claims : HGMS search & audit claim, by close date Uploaded within 15th of each month

41 HAIER EUROPE - OTC SERVICE REPORTS v Admin\CENTERS In this page you can see the list of service partners enabled to use function swap stock warehouse to control the swap stock

42 HAIER EUROPE - OTC SERVICE REPORTS v Model\Models- data base download EXCEL : It is possible to download in excel the MODELS of data base of web report system

43 END