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Blue Star Limited
This document is a property of Blue Star Limited and is created for internal circulation by
Blue Star Limited to its Dealers/ Franchisees/ Service Associates/ Designated Employees
and not to be circulated to any unintended recipients.
Published by –
Blue Star Limited,
Kasturi Buildings, Mohan T Advani Chowk,
Jamshedji Tata Road, Mumbai - 400 020
ServIT Training Manual – Material Coordinator Module 2
Table of Contents
1. Blue Star ServIT Project ............................................................................................. 3
1.1. Background ............................................................................................................. 3
1.2. Introduction to Material Coordinator Module ........................................................ 3
2. System Requirements.................................................................................................. 4
3. Material Coordinator Module Functionality............................................................. 10
3.1. Login ..................................................................................................................... 10
3.2. Material Scope ...................................................................................................... 11
3.1. Material Coordinator Module Tabs ...................................................................... 13
3.2. Material Request ................................................................................................... 13
3.3. Material Dispatch.................................................................................................. 20
4. Technical Support ..................................................................................................... 27
ServIT Training Manual – Material Coordinator Module 3
1. Blue Star ServIT Project
1.1. Background
Blue Star Limited (BSL) is currently in the process of implementing a Call Management System
(CMS) on Websphere Portal for managing the breakdown service related calls. This project is
named as ServIT project.
This ServIT Call Management System will provide a solution to manage the breakdown calls
from end to end. All the stakeholders involved in the Call Management Process at Blue Star
including the Call Center Operations (CCO), Dealer/ Service Associate/ Franchisee, Service
Delivery Engineers, Material Coordinators and other Blue Star Employees will have access to this
portal.
Going forward all the actions related to call management at Blue Star will be managed in this
portal providing greater visibility, better communication between all stakeholders which will lead
to faster resolution of customer complaints. This portal can be accessed via internet at any time of
the day and it is of utmost importance that all the stakeholders get trained on the usage of this
portal functionality related to their roles. This document has been prepared to provide you with a
reference document to understand the different functionalities related to your role.
1.2. Introduction to Material Coordinator Module
Material Coordinator module has been developed to provide Material Coordinators different
functionalities like view of all material requests assigned to them, taking multiple actions on all
material requests including approval, rejection and modification of material request. The module
also provides functionality to enter material dispatch related details.
This training document is prepared to provide a detailed description of the Material Coordinator
module that can be used by the Material Coordinators to train themselves on the ServIT portal
Material Coordinator module related functionality. A copy of this document will also be made
available on the ServIT portal for quick access by the end users and can be referred to when
required. Any updates in the portal functionality will be communicated to you through the
training manual copy on the ServIT portal.
ServIT Training Manual – Material Coordinator Module 4
2. System Requirements
In order to access the portal and experience the minimal and optimal performance you will
require a computer with following specifications for hardware and software. Please configure
your computer with the specifications mentioned under Optimal Requirements in the table below.
Specification Minimal Requirements Optimal Requirements
Operating System
(OS) Windows XP Windows XP or Above
Browser Mozilla Firefox 3.0 (Preferred) or
Internet Explorer 7.0
Mozilla Firefox 3.0 (Preferred) or
Internet Explorer 8.0
Flash Player
Adobe Flash Player Compatible
with browser installed in the
machine. Version 9.0 and above.
Adobe Flash Player Compatible with
browser version installed in the
machine. Version 9.0 and above.
Java Script Enabled Enabled
RAM 512 MB 1 GB and above
Internet Bandwidth 512 Kbps 1 Mbps
JRE JRE_1.5
JRE_1.5 (IE will have its own JRE. If
not working properly recommended to
have JRE installed)
ServIT Training Manual – Material Coordinator Module 5
Cache Memory Clearance
In case you face issues with the portal performance related to some functionality for ex. auto
complete functionality not working or on clicking a button required action is not being performed,
it may be possible that your browser cache memory has become full.
Please clear the cache memory by using following steps. The steps mentioned here are for the
recommended versions of Mozilla Firefox and Internet Explorer. Please refer to the website of
respective browser provider for latest steps if these steps do not work.
Mozilla Firefox*
The Firefox cache temporarily stores images, scripts, and other parts of websites while you are
browsing. This article describes how to clear the Firefox cache.
Clear the cache
1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows
XP) and then click Options
2. Select the Advanced panel.
3. Click on the Network tab.
4. In the Offline Storage section, click Clear Now.
ServIT Training Manual – Material Coordinator Module 6
5. Click OK to close the Options window
Settings for Automatically clearing the cache
You can set Firefox to automatically clear the cache when Firefox closes:
1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows
XP) and then click Options
2. Select the Privacy panel.
3. In the History section, set Firefox will: to Use custom settings for history.
4. Select the check box for Clear history when Firefox
closes.
ServIT Training Manual – Material Coordinator Module 7
5. Beside Clear history when Firefox closes, click the Settings... button. The Settings for
Clearing History window will open.
ServIT Training Manual – Material Coordinator Module 8
6. In the Settings for Clearing History window, click the check mark box next to Cache.
7. Click OK to close the Settings for Clearing History window.
8. Click OK to close the Options window
*Source: http://support.mozilla.com/en-
US/kb/How%20to%20clear%20the%20cache?s=clear+cache&as=s
Internet Explorer**
Delete temporary Internet files
This information applies to Windows Internet Explorer 7 and Windows Internet Explorer 8.
Follow these steps to delete the files and information that Internet Explorer stores on your
computer. This information includes the list of websites you have visited, cookies, information
you've entered into web forms (for example, your name and address), website passwords, and
other temporarily saved information. Your links and favorites will not be deleted.
Delete temporary files in Internet Explorer 7
1. Open Internet Options by clicking the Start button , clicking Control Panel, clicking
Network and Internet, and then clicking Internet Options.
2. Click the General tab, and then, under Browsing history, click Delete.
ServIT Training Manual – Material Coordinator Module 9
3. Click Delete all, click Yes to confirm that you want to delete this information, and then
click OK.
Delete temporary files in Internet Explorer 8
1. Open Internet Options by clicking the Start button , clicking Control Panel, clicking
Network and Internet, and then clicking Internet Options.
2. Click the Safety button, and then click Delete Browsing History.
3. Select the check box next to each category of information you want to delete.
4. Select the Preserve Favorites website data check box if you do not want to delete the
cookies and files associated with websites in your Favorites list.
5. Click Delete. This could take awhile if you have a lot of files and history.
Note
Deleting everything can free hard disk space, solve problems with your web browser, and provide
some additional privacy, but it might inconvenience you by removing information you might
need on the Internet. For example, you will have to retype passwords that were previously stored
on your computer.
**Source: http://windows.microsoft.com/en-US/windows-vista/Delete-temporary-Internet-files
ServIT Training Manual – Material Coordinator Module 10
3. Material Coordinator Module Functionality
The following section explains the different aspects of the functionality of the Material
Coordinator module step by step.
3.1. Login
You will be provided with a website link (URL) along with your unique user id and password to
access the ServIT portal by BSL. The user id and password is your key to all the portal
functionality and it is recommended that these are remembered and not shared with any
unintended recipients. Since there is a risk of sensitive BSL internal data and customer related
data being misused by unintended recipients, it is your responsibility to safeguard the user id and
password for this portal.
Here are the steps required to be performed to access your page in the ServIT portal.
When you click on the website link, following screen will open in your browser window.
I. Login Screen
Perform following steps in order to login to the portal -
Step 1 – Enter your user id in the User ID field.
Step 2 – Enter your password in the Password field.
Step 3 – Click on the Login button.
You will be logged in the portal now.
ServIT Training Manual – Material Coordinator Module 11
3.2. Material Scope
A spare part requested can be of four types of scopes depending on the machine type and
AMC/WARRANTY/NIC status of the component.
1. BSL Scope – BSL delivers the spare part and requests for a return of the same
2. Dealer Scope – Dealer has to provide the spare part but may purchase from BSL
3. Customer Scope – Customer has to provide the spare part but may purchase from BSL
Depending on the scope of the Material Request, the process for Material Request processing
would change in the system.
A material request in ServIT portal goes through multiple status messages depending on actions
taken on it by respective users as described in the table below –
Status Meaning
Material Request - Submitted A material request in BSL scope has been raised
BSL Delay - Material Requested A material request in BSL scope has been authorized
by Blue Star for further processing after which
material will be issued to the dealer.
BSL Delay – Quotation Pending A material request in Customer scope has been raised
and is pending for quotation submission by the
respective Area Manager
Customer Delay – Quote Submitted A material request in Customer scope has been raised
and a quotation has been submitted to the Customer by
the respective Area Manager and is
acceptance/rejection of the quote from the Customer is
pending.
BSL Delay – Quote Accepted A material request in Customer scope has been raised
and a quotation has been submitted to the Customer by
the respective Area Manager and the Customer has
accepted the quote submitted by the Area Manager.
ServIT Training Manual – Material Coordinator Module 12
Status Meaning
OR
A material request in Dealer scope has been raised and
the Dealer has accepted the price displayed by the
system and has decided to procure the material from
Blue Star.
Customer Delay – Quote Rejected A material request in Customer scope has been raised
and a quotation has been submitted to the Customer by
the respective Area Manager and the Customer has
rejected the quote submitted by the Area Manager.
Dealer Delay – Quote Rejected A material request in Dealer scope has been raised and
the Dealer has rejected the price displayed by the
system and has decided to procure the material from
elsewhere.
Unknown Scope – Material
Requested
A material request has been raised for which the scope
is unknown either due to the call ticket being in
Scenario 2 or 3 where the obligation is not available in
SAP system for the machine under service or the call
ticket being in Scenario 1 where the obligation is
available in SAP system for the machine under service
but the spare part scope is not mentioned in the portal
system.
Material Request – Closed Material has been dispatched by Blue Star.
ServIT Training Manual – Material Coordinator Module 13
The material request can be transitioned from a status to certain status messages as per the
Material Request Status Transition Table below -
Status Transition To
Material Request - Submitted BSL Delay – Material Requested, Material Request –
Closed, BSL Delay – Quotation Pending, BSL Delay –
Quote Accepted, Dealer Delay – Quote Rejected,
Unknown Scope – Material Requested
BSL Delay - Material Requested Material Request - Closed
BSL Delay – Quotation Pending Customer Delay – Quote Submitted
Customer Delay – Quote Submitted BSL Delay – Quote Accepted, Customer Delay –
Quote Rejected
BSL Delay – Quote Accepted Material Request – Closed
Customer Delay – Quote Rejected Material Request – Closed
Dealer Delay – Quote Rejected Material Request – Closed
Unknown Scope – Material
Requested
Material Request – Closed
3.1. Material Coordinator Module Tabs
After login, you will be able to see two tabs
1. Material Request
2. Material Dispatch
3.2. Material Request
The Material Request tab will show you the Material Request assigned to you for your action and
allow you to carry out certain actions based on Business Rules set by BSL on each of the Ticket
and Material Request.
ServIT Training Manual – Material Coordinator Module 14
The following Material Request Screen will have a Queue of the Material Request that are
assigned to you based on your mapping with the Branch against which a breakdown complaint
has been logged by the customer and a material request has been assigned to you. This section
will show Material Requests only if they are raised by a dealer/SDE on a spare part that is in BSL
scope based on the product and AMC/WARRANTY/NIC status of the component. An email and
SMS notification is sent to you when a new Material Request gets assigned to you for
Authorization. Click on Refresh Queue button to check latest Material Request assigned to you in
the screen.
II. Material Request Screen
Step 1 – Click on a radio button next to the Material Request and click on View Details.
Result - You will be able to see the details such as Product Group, Product, Model, Part Code,
Part Description, Quantity, Customer Name, Dealer Name, Dealer Code and Obligation
ServIT Training Manual – Material Coordinator Module 15
III. Material Request Authorization/Rejection/Modification Screen
Based on information provided in the above screen, you have to ascertain that the Material
Request has been correctly raised by the dealer based on the AMC/WARRANTY/NIC status of
the component and the nature of the complaint.
Step 2 - There is an Authorize button at the bottom of the Material Request details which will
allow you to approve the Material Request for further processing.
Result - On your authorization the Material Request details are sent to SAP system automatically
for generation of Service Order since the Material requested here is of BSL scope. The authorized
material request will move out of your queue.
ServIT Training Manual – Material Coordinator Module 16
IV. Material Request Authorization Confirmation Screen
OR
Step 2 - If for some reason if you think that the Material Request is been wrongly raised by the
dealer, then you have the authority to reject it. There is a Reject button at the bottom of the
Material Request details which will allow you to reject the Material Request.
V. Material Request Rejection Screen
ServIT Training Manual – Material Coordinator Module 17
Result - On your rejection, the Material Request details will be closed and no further processing
will happen on the same. The rejected Material request will move out of you queue.
VI. Material Request Rejection Confirmation Screen
OR
Step 2 - If for some reason if you think that the spare part selected by the dealer for the Material
Request is been wrongly selected by the dealer, then you have the authority to modify the spare
part. There is a Change Part button at the bottom of the Material Request details which will allow
you to modify the Material Request. A dropdown will be visible showing the spare parts that can
be selected. Select a part from this drop down and then click on Authorize button to authorize the
Material Request with changes spare part.
ServIT Training Manual – Material Coordinator Module 18
VII. Material Request Modification Screen
VIII. Material Request Modification & Authorization Screen
Result – The Material Request will get authorized with the changed spare part. On your
authorization the Material Request details are sent to SAP system automatically for generation of
ServIT Training Manual – Material Coordinator Module 19
Service Order since the Material requested here is of BSL scope. The authorized material request
will move out of your queue.
IX. Material Request Modification & Authorization Confirmation Screen
ServIT Training Manual – Material Coordinator Module 20
3.3. Material Dispatch
In the following screen, you will be able to view all the material requests that are assigned to you
based on your branch. This will consist of all types of Material Requests – BSL Scope, Dealer
Scope, Customer Scope and Unknown Scope. Depending on the scope of the Material Request
your action on the same will differ as described below. The purpose of this screen is to allow you
to enter the dispatch related details for each material request.
X. Material Dispatch Screen
Material is in BSL Scope
Step 4 - If the material is in BSL scope and you have authorized automatic Service Order
Creation for the same, then the status of the Material Request in this screen will be BSL Delay –
Material Requested. On dispatch of the requested Material, please click on the radio button next
to the material request and click on the button View Details. You will be able to see the basic
details related to this Material Request along with two text boxes – Service Order and Return
Reservation Number (RRN). Since the Service Order is generated automatically in this case the
SAP Service Order Number will get auto populated here after Service Order generation. Please
enter the Return Reservation Number in the field provided for RRN and click on the Material
Dispatched button.
ServIT Training Manual – Material Coordinator Module 21
XI. Material Dispatch Screen – BSL Delay – Material Requested
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully.
Or
Material is in Dealer Scope
Step 4 – If the Material Request is in Dealer Scope and Dealer has accepted to purchase the
material from BSL, then the status of the Material Request in this screen will be BSL Delay –
Quote Accepted. In this case, please create a manual Purchase Order in SAP. On dispatch of the
requested Material, please click on the radio button next to the material request and click on the
button View Details. You will be able to see the basic details related to this Material Request
ServIT Training Manual – Material Coordinator Module 22
along with one text box – Service Order. Please enter the SAP SO Number in the field provided
for Service Order and click on the Material Dispatched button.
XII. Material Dispatch Screen – BSL Delay – Quote Accepted
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully. OR
Step 4 – If the Material Request is in Dealer Scope and Dealer has rejected to purchase the
material from BSL, then the status of the Material Request in this screen will be Dealer Delay –
Quote Rejected. If BSL decides to bypass the dealer rejection of the quote and supply the material
as FOC due to business reasons such as customer commitments, in this case, please create a
manual Purchase Order in SAP. On dispatch of the requested Material, please click on the radio
button next to the material request and click on the button View Details. You will be able to see
the basic details related to this Material Request along with one text box – Service Order. Please
enter the SAP SO Number in the field provided for Service Order and click on the Material
Dispatched button.
ServIT Training Manual – Material Coordinator Module 23
XIII. Material Dispatch Screen – Dealer Delay – Quote Rejected
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully.
Or
Material is in Customer Scope
Step 4 – If the Material Request is in Customer Scope and Customer has accepted to purchase the
material from BSL, then the status of the Material Request in this screen will be BSL Delay –
Quote Accepted. In this case, please create a manual Purchase Order in SAP. On dispatch of the
requested Material, please click on the radio button next to the material request and click on the
button View Details. You will be able to see the basic details related to this Material Request
along with one text box – Service Order. Please enter the SAP SO Number in the field provided
for Service Order and click on the Material Dispatched button.
ServIT Training Manual – Material Coordinator Module 24
XIV. Material Dispatch Screen – BSL Delay – Quote Accepted
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully. OR
Step 4 – If the Material Request is in Customer Scope and Customer has rejected to purchase the
material from BSL, then the status of the Material Request in this screen will be Customer Delay
– Quote Rejected. If BSL decides to bypass the Customer rejection of the quote and supply the
material as FOC due to business reasons such as customer commitments or obligation dispute, in
this case, please create a manual Purchase Order in SAP. On dispatch of the requested Material,
please click on the radio button next to the material request and click on the button View Details.
You will be able to see the basic details related to this Material Request along with one text box –
Service Order. Please enter the SAP SO Number in the field provided for Service Order and click
on the Material Dispatched button.
ServIT Training Manual – Material Coordinator Module 25
XV. Material Dispatch Screen – Customer Delay – Quote Rejected
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully.
Or
Material is in Unknown Scope
Step 4 – The material can be in unknown scope if the call ticket is raised for a scenario 1 ticket
where the spare part scope is not BSL/Dealer/Customer Scope in the scope master or if the call
ticket is raised for a scenario 2/3. If the Material Request is in Unknown Scope then the status of
the Material Request in this screen will be Unknown Scope – Material Requested. In this case, if
BSL decides to dispatch the material and you get email communication from respective AM for
ServIT Training Manual – Material Coordinator Module 26
the same, please create a manual Purchase Order in SAP. On dispatch of the requested Material,
please click on the radio button next to the material request and click on the button View Details.
You will be able to see the basic details related to this Material Request along with one text box –
Service Order. Please enter the SAP SO Number in the field provided for Service Order and click
on the Material Dispatched button.
XVI. Material Dispatch Screen – Unknown Scope – Material Requested
Result – The status of the Material Request will change to Material Request - Closed and the
Material Request will move out of your Material Dispatch screen. You will see a confirmation
message – Material dispatched successfully.
ServIT Training Manual – Material Coordinator Module 27
4. Technical Support
Since this portal is a new solution to help you with your daily Call Management activities you
may require support from BSL to ensure that the functionality is used as desired.
In case you require any support regarding any issues faced with regard to
1. Setting up the computer and internet browser as per minimal/optimal system
requirements
2. Opening the website link (URL) using internet browser
3. Accessing the portal using your user id/password
4. Knowing how to use certain portal functionality
5. Getting help regarding any technical difficulties
Please reach out to the Blue Star Call Center number where a help desk is being setup to
help you with any issues. The IVR on Blue Star Call Center will allow you to choose an
option for the technical support on portal functionality and our Call Center Executive will
be happy to resolve your issues.