Transcript
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Spares HelpdeskPCBU – Customer Support
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Spares Helpdesk
• A dedicated real time communication line for registration, tracking & resolution of all the issues pertaining to spare parts supply from TML to dealers
• To improve spare parts operations at the dealers as this has a significant impact on CSI
• Reduce the cycle time of resolution of complaints by tracking & monitoring mechanism of the complaint module
• Analyze the trends, root causes of different types of complaints for reducing the same in future
• Receipt of feedback in a structured manner covering all the important areas of the spare parts operations.
Aim of Spares Helpdesk
DPM login >> Site Map >> Complaints >> Complaint details >> Primary Complaint area >> Spares Helpdesk
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Problem areas covered by Spares HelpdeskPrimary Complaint area Sub area Problem area
Spares Helpdesk
Sales
Casual Order Part in BO more than 30 days
VOR Part in BO for more than 7 Days
Poor Service Levels for Casual Orders
Poor Service Levels for Fixed orders
Part Supply C-7 Case
Delay in CF Process
Delay in incentive credits
Warehouse
Wrong Supply
Excess/Short supply
Mismatch in sizes of part & packing
Delay in TML Warehouse claim settlement
Logistics
Part/Packaing damages
Part Delayed Supply
Part Unloading at dealer point
Delay in Tata AIG Claim Settlement
EPCPart No not appearing in EPC
Delayed response to Part No Query
System
Not able to register the part in CRM DMS
CRM_DMS related issues
VCM related Issues
Web EPC Related Issues
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Process Flow
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Where can I find Spares Helpdesk ?
• DPM login >> Site Map >> Complaints >> Complaint details >> Primary Complaint area
How will Spares Helpdesk benefit channel partners ?
• A dedicated real time communication line has been established for registration, tracking & resolution of all the issues pertaining to spare parts supply from TML to dealers
Dealer / Distributor / Tasc can register a complaint and note the complaint no.
Tata Motors SPD will initiate actions and help resolve the complaints
Dealer can query with the Complaint number and check status of complaint at any time.
This will help in faster resolution of complaints
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• Registering a complaint
• Interim communication features : Updates & Attachments
For Dealer Spare Parts Managers
• Tracking a registered complaint
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Step1 - Login through Spare Parts Manager (DPM) userid.
Step2 – Click on ‘Complaints’
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Step3 – Click on ‘Complaints’ again
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Step4 – Click on ‘Complaint details’
This will take us from List view to Form view. The form view is a convenient feature for entering a complaint
The current view (list view) is a feature to download complaints to excel sheet for analysis
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Step 5 – Click on ‘New’ to enter a new complaint
A new complaint ref no, UserID, Opened date time, Handling dealer gets automatically generated
Step 6 – Select ‘Spares Helpdesk’ for all cases
Step 7 – Select the related ‘Sub Area’
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Step 8 – Select the related ‘Problem Area’
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Step 9 - Click here to enter the complaint details. Do not forget to enter your contacts details in the same area
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Step 10 – Select ‘Waiting for technical advice’ in sub status for all cases
Step 11 – Save the Complaint by pressing ‘Ctrl + S’
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For VOR cases ensure Chassis no of concerned vehicle is selected
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On selecting Chassis No all other details of vehicle and customer get displayed automatically
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Updates & Attachments
Updates : A provision in this module to allow continued communication between TML SPD and Channel partner on an Open complaint.
It is like continued exchange of emails to understand / clarify issues.
Attachments : DPM can attach Pictures, emails, scanned copy of documents related to the complaint
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Enter details here…….. I
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Tracking Complaints
• Through Complaint Number
• Through Pre Defined Query
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• Querying for Open Cases
• Steps for Closing a Complaint after resolution
For TML Spare Parts Department
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Respective SPD teams can look into only their concerned areas OR all cases
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Step 1 : Enter the action taken
Step 2 : Enter the resolution comments
Step 3 : Change status to Closure letter sent
Step 4 : Change status to closed
Steps for Closing a Complaint after resolution
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Thank you
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