TEMS Customer Procedure Manual September 2015 Page 1 of 16

TEMS

CEVA TOTAL EVENT MANAGEMENT SYSTEM

CEVA INTERNAL USER MANUAL

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Table of Contents

1. Introduction .......................................................................................................................................... 3

2. CEVA Login ............................................................................................................................................ 3

3. New Enquiry ............................................................................................................................................. 7

4. Enquiries subtype only required to be used ......................................................................................... 7

5. Enquiry Subtype definitions ...................................................................................................................... 8

6. Create a new enquiry – Short Supply Enquiry .......................................................................................... 8

7. Create a new enquiry General – WH Pack-list reprint .............................................................................. 9

8. Enquiry Status ........................................................................................................................................ 10

9. Select Search Enquiry ............................................................................................................................. 11

10. Enquiry Audit History ............................................................................................................................ 12

11. Add additional comments..................................................................................................................... 13

12. Re-open Enquiry – User can reopen enquiry only when it resolved .................................................... 14

13. Contingency .......................................................................................................................................... 15

14. Manual Forms ....................................................................................................................................... 15

15. Escalation Matrix .................................................................................................................................. 16

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1. Introduction

CEVA employee will have access to the TEMS system via the web. Each user logs on with the

allocated login ID and password.

The Login ID and password will be validated against the CEVA web user identity management

system. If the authentication fails, the access to the user is denied at this stage.

The user is expected to select CEVA as contract and CEVA internal as business unit. Special

functions will be provided to swap between allowable contracts without logging out completely

from the system.

An automatic email notification will be sent to internal user email id after successful creation of

an enquiry and regular automated email updates will be sent at various stages on the enquiry.

The following four major functions will be performed via the web.

Create New Enquiry

View Enquiry Status

Re-Open Enquiry

Adding additional comments to enquiries while CEVA employee is investigating enquiry.

2. CEVA Login

• TEMS is accessed via the CEVA website: www.au.cevalogistics.com

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• Select the “Web Services” quick link

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• Select “TEMS” link

• login screen – Enter your TEMs login

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• Logged into screen successfully

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3. New Enquiry

• Select “New Enquiry”

• Select “Business Unit” from drop down list • Select “Enquiry Type” from drop down list • Select “Enquiry Sub Type” from drop down list

4. Enquiries subtype only required to be used • WH Pack-list reprint

• Short Supply

• Wrong Item

• Oversupply

• Damage

• Other

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5. Enquiry Subtype definitions

• Once you have selected an enquiry type, by clicking on the button, a list of the

definitions of the subtypes will appear for that enquiry type.

6. Create a new enquiry – Short Supply Enquiry

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7. Create a new enquiry General – WH Pack-list reprint

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8. Enquiry Status

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9. Select Search Enquiry

• Select Search Enquiry

User logged into the system will automatically populate in contact name field

Select “Refresh” or “Search” to view all open and WIP enquiries

A list of all your logged open and WIP enquires will appear.

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10. Enquiry Audit History

By selecting the icon next to the enquiry, you can view the initial TEMS request and below is

the audit history which will show you what stage your enquiry is at (below)

Submitted / Posted

Work in progress

Completed

Resolved (by National Customer Service)

Satisfied

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11. Add additional comments

At any stage during the investigation of your enquiry you can add additional comments or ask

questions through TEMS. This function allows all correspondence to be kept centralised, and

contained within the enquiry. The process for doing this is:

Selecting the enquiry you would like to comment on by using the icon next to the enquiry.

Audit history and comments can be viewed.

Select “Add Comments”

Add required comments and submit.

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12. Re-open Enquiry – User can reopen enquiry only when it

resolved

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At this stage of the process the system will also allow you to print your resolved enquiry. Select the “Re-Open” link

This will enable you to create a new enquiry linking it to a previous resolved enquiry

13. Contingency

In the event that the TEMS system is unavailable, TEMS user are to contact National Customer Service to log an enquiry.

CEVAL National Customer service can be contacted via fax, phone or email Email: NationalCS@Cevalogistics.com Phone: 1800 800 936 Fax: 03 8562 4780

If TEMS is unable to be accessed by the TEMS user the contingency plan is to revert back to the manual form process.

As a result of TEMS being unavailable the TEMS user will be required to complete & submit an enquiry via the standard Telstra form and either fax or email to national Customer Service for actioning.

The following pages will include the current forms used which are available on G Drive via National Customer Service

14. Manual Forms

FMNCS01 Customer Service Enquiry Form

FMNCS02 - Reprioritisation Request Form

FMNCS03 - Advise of Material Discrepancy or Damage

FMNCS04 - Sundry request for short timeframe storage

FMNCS05 - Request for Transport or Ad-Hoc Service

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15. Escalation Matrix

Logistics Operations Service Delivery Manager Manager State Account Contract Service Manager Manager TEMS Users National Customer Service