TOGAClaim Preparation Manual

20100906 TOGA Claim Preparation Manual Ver03.doc 1

TOGA

Tognum Guarantee Application

Claim Preparation

Manual


Table of contents:

1 Introduction....................................................................................................................4 2 Field and menu handling ...............................................................................................4

2.1 Fields flagged in grey.................................................................................................4 2.2 Fields marked with a red asterisk ..............................................................................4 2.3 Fields with a pull-down menu.....................................................................................4 2.4 Date fields ..................................................................................................................5 2.5 Fields with search support .........................................................................................5

3 New Claim .....................................................................................................................6 3.1 Create a claim............................................................................................................6

3.1.1 Start ....................................................................................................................7 3.1.2 Main Data ...........................................................................................................7

3.1.2.1 General........................................................................................................7 3.1.2.2 Object data ..................................................................................................8 3.1.2.3 Repair ..........................................................................................................9

3.1.3 Position data (Item)...........................................................................................10 3.1.3.1 Material......................................................................................................10 3.1.3.2 Labor .........................................................................................................11 3.1.3.3 Travel time and mileage ............................................................................12 3.1.3.4 Sublets.......................................................................................................12

3.1.3.4.1 Special Warranty Claim Type >>Inquiry>Standard claims>Claim type 01-Warranty>Waiting for response04-corrective action>04-Corrective action


8.1 Possible claim status ...............................................................................................31 8.2 Possible decision status...........................................................................................31 8.3 Possible parts status in Menu "Parts return"............................................................31

9 Applicable documentation ...........................................................................................32


1 Introduction

This manual describes:

Process for claim preparation. Claim search. Process for corrective actions. Process for parts return. Information providing in claim report.

Note: Data as shown in the system-screenshots, data fields such as main data, object data, position data, the attachments, details operating fluids, the results tables of parts return, corrective action and claim report are test-data. There is no reference between these test data and the real data of the productive system.

2 Field and menu handling 2.1 Fields flagged in grey

are pre-set by the system and cannot be edited.

2.2 Fields marked with a red asterisk

are obligatory and must be filled in.

2.3 Fields with a pull-down menu

can only be filled in by selecting one of the menu items.


2.4 Date fields

can be filled in directly or by opening the calendar.

2.5 Fields with search support

can be filled in directly or with the help of the search support (click on button).

Optional input fields for narrowing down the search. Wildcards may be entered with the addition of *.

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3 New Claim

This menu item offers various possibilities for creating a claim:

New a) New Claim b) New inquiry

The engine serial number must always be entered here! The following claim types are the exception "06-New defective parts warranty" and "23-Shipment cost". Here an engine serial number reference is not required.

Claim to inquiry Here the inquiry number must be entered.

Claim to Claim Here the number of the claim must be entered which is being referred to.

3.1 Create a claim In order to create a claim, the following process must always be followed which comprises the following steps:

Enter the system via Start. Enter main and position data. Add notes and attachments and correspond in "Claim Chat". Carry out validation of the costs applied for using an overview of the sums claims. Submit the claim.

Note: The names of fields and the scope of input fields and areas can vary depending on the warranty claim type and claim type.

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3.1.1 Start

Enter the engine serial number in the input field. Then click on >>New claim


External Number * The external number is the process number (repair order number) of the claimant.

Partner * The partner number identifies the claiming distributor. Upon entry, the name of the claimant appears in plain text in the field next to the partner number.

3.1.2.2 Object data

Type of service * Check the type of service of the engine which is suggested by the system and correct if necessary.

Wty start * Check the start of the engine warranty period which is suggested by the system and correct if required. This would be necessary, for example, if the warranty period begins with the start of commissioning. If this applies, enter the correct date in the field and attach documents providing proof (see Chapter 3.1.4.1 Attachments).

Application group * Check the application group of the engine which is suggested by the system and correct if required.

DatLastMaint. If known, enter in this field the date of the last maintenance performance

WshopLastMaint. * If known, enter the name of the workshop which conducted the last maintenance performance. If the field >> DatLastMaint.


3.1.2.3 Repair

RO open * Date on which repair order was opened.

RO closed * Date on which repair order was closed.

Counter reading * Runtime or mileage in km/miles of the engine at the time damage occurred. A choice of units i.e. hrs or km/miles is only given on the first claim for the engine. On subsequent claims, the unit originally selected is maintained.

Repair unfinished If at the time the claim is made, repair is not complete, tick the box. Reimbursement of the remaining costs which arise until repair is actually complete can be applied for in a >>Claim to claim>Damage code


PFP * Material number of the primary failed part. The name of the primary failed part appears in the neighbouring field following input/selection of the material number.

Quantity * Quantity of primary failed parts.

Installed at Date on which the primary failed part was installed (only necessary for claim type "05-Replacement parts warranty" or in the event of recurring damage).

Installed by Name of the workshop which installed the primary failed part.

Failed part Runtime of the primary failed part at the time damage occurred. hours *

PFP Destination Possibilities for selection:

Blank field

Primary failed part remains with manufacturer following inspection.

Customer Primary failed part to be returned to customer following inspection by regional service center.

RepCountr * Country in which repair was done.

Repair site * Place in which repair was done.

Customer Customer complaint which lead to service performance. complaint *

Other input fields which may appear, depending on warranty claim type and claim type:

Failure date * Date on which the damage or defect was recognized and reported.

Purchase date * Date on which the spare part was sold to the customer.

3.1.3 Position data (Item)

Notes on filling in tables: Clicking on the button >>Add line>Delete line


Input fields:

Material * Material number of the spare part being requested. Confirm the material number by pressing >>EnterEnterEnterLTGWT>Rate>n.a.>EnterLTG LTG- work time, an explanatory text must be entered in the field >>Remarks


3.1.3.3 Travel time and mileage

Code Code for travel time and mileage allowance. Confirm the code by pressing >>Enter


Description Code description.

Requ. Costs claimed.

3.1.3.4.1 Special Warranty Claim Type >>Inquiry>Choose file


3.1.4.2 Details operating fluids

Information required, when damage occurs to components which need operating fluids in order to function.

3.1.4.3 Claim Chat

The Claim Chat facilitates communication between the claimant and the person processing his claim. Communication is possible at any time up until closure of the claim. See also Chapter 4.2.1 "Open claim. When submitting a claim, detailed information about the service activities performed can be entered here.

Enter text into the white input field. By clicking on the text in the input field can be deleted. Click on in order to transfer the text to Claim Chat. The text will then appear in the light blue window. It is no longer possible to delete the text in this window.


3.1.5 Validation

3.1.5.1 Overview

An overview of the sums claimed is shown. (The column "Approved is not updated until a decision on the claim is made).

3.1.6 More features

3.1.6.1 Save draft This function allows the claim to be stored as a draft which can be opened again at a later date for editing.

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Click >>Save draft>Save>Save AsSave>Close


3.1.6.2 Open claim draft

Click on >>New claim>Save draft


3.1.7 Submit claim

Button for submitting the claim. When the claim has been submitted, it will be displayed with all data, such as main data, position data, notes and attachments and with an overview of the sums claimed. Print-out is possible using the printing function of the internet browser.

4 Claim search

The claim search function allows submitted claims to be searched for according to one or more features. The search result is displayed in a results table.


4.1 Selectable features

Button for deleting the content of all input fields.

Button for starting the claim search.

Button for adding selection options.

Button for making multiple selections with use of added selection options.

4.2 Results table

Button for exporting the results table to MS-Excel.

Button for further fast filtering of the results table.

Input of further filter criteria into the filter line. Start filter with click on the symbol.

Button for setting up an optional display of the results table. The layout created can be stored as a view, set as a standard view or deleted again.


4.2.1 Open claim

Clicking on the claim number in the results table opens the claim.

The claim is divided into 4 registers: Main data, Items, Notes and attachments and Sum overview. The Main and Item data, the entries about the details of the fluids and lubricants and the information in the Sum overview cannot be edited or deleted any more after submitting a claim. It is only possible to add further attachments and entries in the Claim Chat (Register >>Notes & AttachmentsSave


4.3 Example: Search for >>Standard claims>Claim type 01-Warranty>Waiting for response


A list of open corrective actions for the selected engine serial number is displayed:

Definition for >>Priority>External number>Technical feedback>Campaign


RO closed * Date on which repair order was closed.

Counter reading * Runtime or mileage in km/miles of the engine at the time corrective action was carried out.

5.2 Create claim with claim type >>04-corrective action>New claim


Note: Any new and different claims for the selected engine can only be submitted after completion of any outstanding corrective action with >>Campaign>04-Corrective action


5.2.2.2 Items

The material items are inserted by the system. It is possible to add further entries or edit/remove existing entries.

The working time item with its operation code, its quantity and the hours derived from this as well as the qualification are inserted by the system. You cannot add any further entries here. However, it is possible to modify the existing entry.

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6 Parts return This menu item shows the list of parts which must be returned. Shipping documents for accompanying return parts can also be issued here.

6.1 Create shipping documents

Tick the corresponding position. Multiple selections are possible.

Click on >>Create shipping documents


6.1.1 Packing slip

The packing slip is to be dated and signed and attached to the outside of the return consignment.


6.1.2 Return Material Tag

The return material tag is to be attached directly to the packaging of the component/material being returned.


7 Claim Report

The Claim Report provides information on the payment runs, which are listed in a table.

Clicking on the PDF symbol in the corresponding line opens the Claim Report. The Claim Report begins with an overview of the payments made, classified according to:

Parts Labor Sublets

A detailed list of the claims follows, arranged according to the claim status:

Approved Partly approved Declined Canceled


7.1 Possible reasons for rejection or reduction respectively: Code Reasons for rejection Code Reasons for rejection A01 Claim faulty E80 Forced rupture / impact damage A02 Expenditure not plausible E90 Investigation result: complaint can not be

confirm A03 Wrong damage code F10 Transport/storage damage A10 Warranty-start date incorrect F20 Influence from environment A11 First registration incorrect F30 Damage caused by workshop A12 Mileage discrepancy F40 Subsequent work (workshop responsibility) A20 Part number unknown F50 Incorrect diagnosis A30 Work not according Service Information requirement P10 Warranty period exceeded

A40 Repair work not corresponding to customer complaint P20 Out of goodwill/policy range

A50 Overlapping basic and combined work (operations) P30 Submission period for claim exceeded

A55 Fair value repair, additional expenses declined P40 Submission period for return parts exceeded

A60 Exchange data for defect part missing P50 No response to query

A70 Measure sheet missing X10 Decision based on audit result A80 Invoice missing X20 Customer signature missing C10 Labor too high Z01 Under unusal reservation C15 Expenditure for repair too high Z02 Decision due to missing maintenance proofs C20 Parts quantity too high Z03 Upper limit exceeded C30 Sublets unjustified Z04 Parts warranty C35 Travel expenses unjustified Z05 Over the counter warranty E10 Not warrantable Z06 Goodwill/policy


8 Overview of Status 8.1 Possible claim status

Claim status description Explanation Technical Feedback The technical realization of a corrective action was reported. Initial The claim is under preparation / was applied by the claimant. New The claim has been submitted by the claimant. In Process The claim was opened by the person responsible for processing. (No response required.) Waiting for response The person responsible for processing is waiting for

additional information from the claimant, e.g. via Claim Chat. Responded The claimant has added his reply and saved the claim. Waiting for release The claim is undergoing the internal authorization process. Released Authorization given for claim decision. Canceled The claim was canceled. Decided A decision was taken on the claim. Ready for payment The claim is ready for payment. Completion without payment The claim was completed without payment. Paid Payment has been booked. Ready for archiving The claim was completed and is ready for archiving. Submission period expired The deadline for submitting the claim has passed. Inquiry used up A claim has been submitted for this inquiry.

8.2 Possible decision status Decision status description Explanation Rejected The claim has been declined. Partly approved The claim has been modified (reduced), but approved (not fully rejected). Approved The claim as submitted has been approved. Payment canceled A return debit will be booked to the claimant.

8.3 Possible parts status in Menu "Parts return" Bezeichnung Teilesstatus Explanation Shipping documents created The claimant has created shipping documents. Parts to be returned Indicates parts which must be returned. Short delivery Part shipment of an item (scope not yet fully returned)

Code Reasons for rejection Code Reasons for rejection E20 Part excluded from warranty Z07 Market goodwill/policy (not covered by producer) E30 Producer is not liable for this defect Z09 Special rule E40 Parts not belonging to MTU scope

of supply Z10 Dealer self authorization E45 Parts supplied by third parties Z20 To be claimed to supplier E50 Time in service/mileage is out of

range Z25 Claim to be handled by body manufacturer/OEM

E60 Maintenance work Z99 Explanation see Claim Chat E70 Adjustment work


9 Applicable documentation

Product Support Policy Manual (PSPM)

Documents

TOGAClaim Preparation Manual