Spares Helpdesk.Ppt
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The document describes the Spares Helpdesk, which is a dedicated communication line for registering, tracking, and resolving issues related to spare parts supply from Tata Motors to dealers. The Spares Helpdesk aims to improve spare parts operations and reduce complaint resolution times by allowing dealers to register complaints, check complaint status, and provide feedback. It covers problem areas like parts supply delays, damaged parts, incorrect parts, and more. Dealers can login and register new complaints, check status, add updates and attachments, and track complaints to resolution.
Spares Helpdesk.Ppt
- 1. Spares Helpdesk PCBU – Customer Support
- 2. 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
- 3. Problem areas covered by Spares Helpdesk Web EPC Related Issues VCM related Issues CRM_DMS related issues Not able to register the part in CRM DMS System Delayed response to Part No Query Part No not appearing in EPC EPC Delay in Tata AIG Claim Settlement Part Unloading at dealer point Part Delayed Supply Part/Packaing damages Logistics Delay in TML Warehouse claim settlement Mismatch in sizes of part & packing Excess/Short supply Wrong Supply Warehouse Delay in incentive credits Delay in CF Process Part Supply C-7 Case Poor Service Levels for Fixed orders Poor Service Levels for Casual Orders VOR Part in BO for more than 7 Days Casual Order Part in BO more than 30 days Sales Spares Helpdesk Problem area Sub area Primary Complaint area
- 4. Process Flow
- 5. 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
- 6. Registering a complaint Interim communication features : Updates & Attachments For Dealer Spare Parts Managers Tracking a registered complaint
- 7. Step1 - Login through Spare Parts Manager (DPM) userid. Step2 – Click on ‘Complaints’
- 8. Step3 – Click on ‘Complaints’ again
- 9. 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
- 10. 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’
- 11. Step 8 – Select the related ‘Problem Area’
- 12. Step 9 - Click here to enter the complaint details. Do not forget to enter your contacts details in the same area
- 13. Step 10 – Select ‘Waiting for technical advice’ in sub status for all cases Step 11 – Save the Complaint by pressing ‘Ctrl + S’
- 14. For VOR cases ensure Chassis no of concerned vehicle is selected
- 15. On selecting Chassis No all other details of vehicle and customer get displayed automatically
- 16. 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
- 17. Enter details here…….. I
- 18. Tracking Complaints Through Complaint Number Through Pre Defined Query
- 20. Querying for Open Cases Steps for Closing a Complaint after resolution For TML Spare Parts Department
- 21. Respective SPD teams can look into only their concerned areas OR all cases
- 22. 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
- 23. Thank you