Baan Service Call Management

Transcription

1 Baa Service Call Maagemet Module Procedure UP066A US

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3 Documetiformatio Documet Documet code : UP066A US Documet group : User Documetatio Documet title : Call Maagemet Editio : A Date : July 1998 Copyright 1998 Baa Developmet B.V. All rights reserved The iformatio i this documet is subject to chage without otice. No part of this documet may be reproduced, stored or trasmitted i ay form or by ay meas, electroic or mechaical, for ay purpose, without the express writte permissio of Baa Developmet B.V. Baa Developmet B.V. assumes o liability for ay damages icurred, directly or idirectly, from ay errors, omissios or discrepacies betwee the software ad the iformatio cotaied i this documet. Call Maagemet

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5 Table of cotets 1. The Call Maagemet (CLM) module i BaaERP The CLM cocept as applied i BaaERP CLM s fuctioal procedures The modules that are related to CLM The fuctioality of CLM s busiess objects The call hadlig procedure The call hadlig procedure The statuses of a call Re-assigig calls Escalatig call respose To use optioal sessios i the call hadlig procedure The sessios that are related to the call hadlig procedure Settig up master data for call maagemet To use optioal sessios i the Master Data - Call Maagemet busiess object To use sessios that are related to the Master Data - Call Maagemet busiess object Creatig a diagostic tree To use sessios that are related to creatig a diagostic tree Displayig call history 5-1 Call Maagemet i

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7 About this documet Read this documet to get a overview of the Call Maagemet module s fuctioality ad to lear more about the fuctioal procedures that are related to CLM. You eed o detailed kowledge of the BaaERP software to read this documet. However, you are more likely to uderstad the cotets if you are familiar with: The overall structure of packages, modules, ad sessios i the BaaERP software The geeral busiess procedures used i everyday busiess practice The basic cocepts of eterprise resource plaig For detailed descriptios of the module s sessios, refer to BaaERP s comprehesive olie Help. To use this documet Read Chapter 1, The Call Maagemet (CLM) module i BaaERP, if you wat to kow more about: The module s fuctioality The relatioship of the module with other modules The fuctioality of the module s busiess objects Read Chapter 2, The call hadlig procedure, if you wat to kow more about: The sessios i the procedure The results of the procedure The sessios that are related to the procedure The optioal procedures that are related to the procedure Read Chapter 3, Settig up master data for call maagemet, if you wat to kow more about: The sessios used i settig up the master data used i CLM The optioal procedures that are related to settig up master data The sessios that are related to settig up master data Read Chapter 4, Creatig a diagostic tree, if you wat to kow more about: The sessios used i settig up the diagostic tree that is used i CLM The sessios that are related to this procedure Read Chapter 5, Displayig call history, if you wat to kow more about: The sessios used to display call history Call Maagemet 1

8 Acroyms used i this documet BP CFG CLM CTM HST MDM RMA SOC SPC Busiess parter Cofiguratio Cotrol Call Maagemet Cotract Maagemet History & Statistics Master Data Maagemet Retured Material Authorizatio Service Order Cotrol Plaig & Cocepts Leged Madatory sessio Optioal sessio Madatory busiess object Optioal busiess object CF PCS PCS Idicates a madatory sessio Idicates a optioal sessio Idicates a madatory busiess object Idicates a optioal busiess object Idicates a package Idicates a module Idicates a module that is described i the module procedure Call Maagemet 2

9 1. The Call Maagemet (CLM) module i BaaERP The CLM cocept as applied i BaaERP CLM s fuctioal procedures The modules related to CLM The fuctioality of CLM s busiess objects 1.1 The CLM cocept as applied i BaaERP The efficiecy of call hadlig is a critical success factor for service orgaizatios. Whe call hadlig takes place, some issues that ifluece the efficiecy are: The time take to eter the call details, ad the ability to view previous calls. The experiece of the support egieers i aalyzig the problem, whether as idividuals, or as provided by a diagostic tree of questios ad their expected aswers. The ease of moitorig the call hadlig process, with a associated escalatio procedure if the problem is ot solved quickly eough. You ca use CLM to carry out the etire call hadlig process, which icludes: Eterig call details Assigmet of the call to a service ceter ad support egieer The moitorig of call progress The archivig of call details The creatio of a series of questios with their expected aswers (a diagostic tree), which ca the be used i the problem solvig process Call Maagemet 1-1

10 The Call Maagemet (CLM) module i BaaERP Figure 1 shows how the module is positioed i BaaERP. Service CFG MDM Cetral Ivoicig CTM SOC CLM SLI SPC HST COM MCS CCP Basic Data Figure 1, The CLM module i BaaERP CLM is a support module. You ca use CLM to cotrol the call hadlig procedure, ad to maitai data such as priority time scales. The module is related to the actual call hadlig activities performed i a service orgaizatio. The basic data that CLM uses icludes: The cofiguratios, objects ad items preset The availability of support egieers ad service egieers The busiess parter data The calls are hadled o a time-based priority scheme. The coordiatio betwee demad ad the processig of calls (problems) takes place through the escalatio procedure. BaaERP esures that the status of calls ca be easily moitored, thereby eablig early decisios to be made o whether extra (or special) support is required to solve a problem. Call Maagemet 1-2

11 The Call Maagemet (CLM) module i BaaERP 1.2 CLM s fuctioal procedures CLM cotais a sigle fuctioal procedure, which cotrols the call hadlig process i a service orgaizatio, kow as the call hadlig procedure. 1.3 The modules that are related to CLM Figure 2 shows the modules that are related to CLM. SOC SPC CTM CFG HST MDM CLM COM MCS CCP Figure 2, The modules related to CLM Iformatio to support the processig of calls is obtaied from other modules i the service package, ad from Baa Commo. From Baa Service: The Master Data Maagemet (MDM) module, which supplies details o the service orgaizatio, service items, ad geeral service data. The Cofiguratio Cotrol (CFG) module, where cofiguratios are defied ad warraty details are stored. The Service Order Cotrol (SOC) module, which hadles all aspects of service orders. The Cotract Maagemet (CTM) module, where the cotractual obligatios are defied. The Plaig ad Cocepts (SPC) module, where all aspects of plaed maiteace is defied. The History (HST) module, which allows you to look at the overall performace of service activities. Call Maagemet 1-3

12 The Call Maagemet (CLM) module i BaaERP Master data ad prerequisites From Baa Commo: The Commo (COM) module provides busiess parter details, ad cotact ames The Caledars (CCP) module provides details of caledars that are attached The System Tables (MCS) module provides details such as priorities, cacel reasos, ad first free umber Before you ca start workig with CLM, you must defie the followig data i the respective modules: The cofiguratios (i CFG) The models (items) used (i MDM) The service orgaizatio (i MDM) You must the set the parameters i the Master Data - Call Maagemet busiess object (see chapter 3) 1.4 The fuctioality of CLM s busiess objects Flow betwee busiess objects CLM cotais the followig busiess objects: Master Data Call Hadlig Diagosis Display Calls Figure 3 shows the mai flow betwee the busiess objects. The Call Hadlig busiess object is used from the iitial eterig of call details util the problem solutio is accepted by the busiess parter. The other busiess objects ca be used i ay sequece, however certai costraits apply: For efficiet use of the call hadlig procedure you must have etered the relevat details i the Master Data busiess object first. The Diagosis busiess object must have had its details etered before the diagostic tree techique for problem solvig ca be used. The Display Calls busiess object is used i cojuctio with the Call Hadlig busiess object. Call Maagemet 1-4

13 The Call Maagemet (CLM) module i BaaERP Display Calls Call Hadlig Diagosis Master Data - Call Maagemet Figure 3, Mai flow betwee the busiess objects i the CLM module Master Data The call hadlig process utilizes data etered i the Master Data busiess object throughout the life of a problem call. I essece, it defies the uchagig data such as respose times, priority time scales, ad certai call parameters. Call Hadlig The call hadlig process starts with the eterig of the call details i the Call Hadlig busiess object. Problem solvig the passes through the followig stages: The call is assiged to a service ceter ad support egieer The support egieer starts to process (solve) the problem, ad suggests a solutio to the busiess parter If successful the call is solved If usuccessful, the support egieer ca Suggest aother solutio Reassig the call to aother service area or support egieer Arrage for a service egieer to call (SOC) The escalatio procedure ca be activated if the call priority rises to a specified level Call Maagemet 1-5

14 The Call Maagemet (CLM) module i BaaERP A Solved call ca: Be accepted by the busiess parter It ca the be archived Become a bad fix which must be resolved This occurs if the busiess parter comes back with a call for the same cofiguratio ad object i the bad fix time frame (specified i the CLM parameters) Diagosis Use the Diagosis busiess object to create the questios, aswers, problems, ad solutios that will be used i a diagostic (fault aalysis) tree. The diagostic tree ca be used to help solve problems by promptig the support egieer with questios ad their expected aswers, ad the likely problems with their expected solutios. Note Display Calls Use the Display Calls busiess object to view ay call details that are i history. 1 A umber of presorted views are available to display the call details: Call umber Cofiguratio Model (Item) Object Sold-to BP Sold-to BP ad sold-to BP call umber 2 As soo as the call details have bee etered i the Call Hadlig busiess object, they are copied to the historical views, ad are thus immediately available for review Call Maagemet 1-6

15 2. The call hadlig procedure This chapter describes: The mai call hadlig procedure How to re-assig calls How to escalate calls The sessios that are optioal i call hadlig The sessios that are related to call hadlig 2.1 The call hadlig procedure The call hadlig procedure s results The call hadlig procedure results i the solutio of a problem reported by the busiess parter. Where this task is chargeable, the time take to solve the problem ca be ivoiced. The call hadlig process is outlied i Figure 4. To complete the process, steps 1 to 8 must be performed. Steps 9, 10, ad 11 are used as ecessary. Figure 4 displays a typical call hadlig procedure i a service orgaisatio. However, you ca vary some sequeces, for example, depedig o whether you are eterig details or workig o the problem. Call Maagemet 2-1

16 The call hadlig procedure Figure 4 shows the steps i the call hadlig procedure. 1 Calls (tsclm1100s000) 2 Assig Calls to Service Ceter (tsclm1112m000) Re-Assig Calls betwee Service Ceters (tsclm1215m000) 9 3 Assig Calls to Support Egieer (tsclm1114m000) Re-Assig Calls betwee Support Egieers (tsclm1220m000) Escalate Calls (tsclm1520m000) Process Calls by Support Egieer (tsclm1116m000) 4 5 Call Processig (tsclm1118s000) 6 Solve Calls (tsclm1120s000) 7 Accept Calls (tsclm1230m000) 8 Delete Calls (tsclm1240m000) Figure 4, The call hadlig procedure Call Maagemet 2-2

17 The call hadlig procedure The call hadlig procedure cosists of the followig steps. Step 1 Calls (tsclm1100s000) Step 2 Step 3 This sessio performs a pivotal role i call maagemet, ad ca be used i all stages of problem solvig. Use this sessio to register call details, to start call processig, to perform a prelimiary diagosis, ad to trasfer the call to SOC if required. You ca use this sessio to: To register call details To display ad maitai the times that are related to a call, such as solutio start time To idicate the problem-solvig procedure to be used, ad view the resposible service ceter/support egieer (if allocated) To perform a prelimiary diagosis, ad to record the established problem ad solutio To hadle RMA From here you ca activate other sessios, performig tasks such as: Assigig, ad reassigig calls to service ceters ad support egieers Iitiatig call processig (start problem solvig), ad to view the diagostic tree Creatig follow-up calls, ad view the call trasactio log Creatig appoitmets Trasferrig the call to, or directly plaig the work i, SOC Viewig call history Creatig ivoices After registerig the call details the call status is Registered. Assig Calls to Service Ceter (tsclm1112m000) Use this sessio to assig a call to a specific service ceter. If desired, the support egieer ca be specified at this time. To assist you i this process certai call details are displayed, such as the cofiguratio ad the priorities. If both the service ceter ad the support egieer are allocated, the call status moves to Assiged. Assig Calls to Support Egieer (tsclm1114m000) Use this sessio to assig a call to a specific support egieer. To assist you i this process certai call details are displayed, such as the cofiguratio, required activity, ad priorities. Oce both the service ceter ad the support egieer are allocated, the call status moves to Assiged. Call Maagemet 2-3

18 The call hadlig procedure Step 4 Step 5 Step 6 Step 7 Step 8 Process Calls by Support Egieer (tsclm1116m000) Use this sessio to view calls with the status Assiged or I Process for a particular support egieer. This sessio shows the curret workload of the egieer. It ca also be used to activate the Call Processig (tsclm1118s000) sessio. Call Processig (tsclm1118s000) Use this sessio to perform the actios required to solve the problem. You ca take the followig actios: Chage the status to I Process, idicatig that you are workig o the problem Start a timer, to eable the elapsed time of the call to be recorded Start a diagostic tree search for more iformatio o solvig the problem Set the call to waitig, idicatig that more iformatio is required from the busiess parter If a service egieer is required, you ca trasfer the call to SOC, or pla the work i SOC (if the visit is urget). The status moves to Trasferred (from I Process) If the problem is solved the you ca record the details by activatig the Solve Calls (tsclm1120s000) sessio Solve Calls (tsclm1120s000) Use this sessio to record the details of how the problem was actually solved. The established problem ad actual solutio are recorded, alog with the service activity udertake. These ca be compared to the expected values i later aalysis. You ca also iitiate ivoicig, or a follow-up call. The status of the call chages to Solved. Accept Calls (tsclm1230m000) Use this sessio to idicate acceptace of the provided solutio to the problem by the BP. The status of the call chages to Accepted. Delete Calls (tsclm1240m000) Use this sessio to delete calls from the curret views. Their details remai i history. The status of the call must be Accepted. Call Maagemet 2-4

19 The call hadlig procedure Note There are certai restrictios: A selected call must ot have a paret call remaiig i the curret views Similarly, you ca oly delete paret calls if all follow-up calls are at the status Accepted All follow-up calls are deleted (icludig those outside the selectio rage) alog with the paret calls 2.2 The statuses of a call The call hadlig procedure has may steps. You ca use the call status to keep track of a call ad to determie which steps ca be carried out. The sequece of statuses for a call is strictly regulated. The call status is checked before a step is carried out. After certai steps, the status is updated automatically. The followig table shows the status chages of the call. The status chages of a call From status To status Sessio - Registered Calls (tsclm1100s000) Registered Assiged Assig Calls to Service Ceter (tsclm1112m000) Assig Calls to Support Egieers (tsclm1114m000) Calls (tsclm1100s000) Registered I Process Call Processig (tsclm1118s000) Registered Trasferred Call Processig (tsclm1118s000) Calls (tsclm1100s000) Assiged I Process Call Processig (tsclm1118s000) Assiged Trasferred Call Processig (tsclm1118s000) Calls (tsclm1100s000) I Process Trasferred Call Processig (tsclm1118s000) Calls (tsclm1100s000) I Process Solved Solve Calls (tsclm1120s000) Trasferred Solved SOC updates the status Solved Accepted Accept Calls (tsclm1230m000) Call Maagemet 2-5

20 The call hadlig procedure BaaERP uses the statuses to determie, for example: At what stage i the call hadlig process a support egieer is workig o the problem If a service egieer is required If the BP has accepted the actual solutio provided Figure 5 shows the possible statuses of a call. Registered Assiged I Process Trasferred Solved SLI Accepted Figure 5, The statuses of a call Call Maagemet 2-6

21 The call hadlig procedure 2.3 Re-assigig calls Support egieer locatio Step 9 Step 10 Re-Assig Calls betwee Service Ceter Use this sessio to reassig a rage of calls to aother service ceter. The status before trasfer must be at Registered, Assiged, or I Process. The resultig status of the call depeds o the umber of employees at the reassiged service ceter: For those with oly oe employee the status becomes Assiged For those with more tha oe employee the status becomes Registered Re-Assig Calls to Support Egieer (tsclm1220m000) Use this sessio to reassig a rage of calls to aother support egieer. This egieer ca work for aother service ceter. The status before trasfer must be at Assiged, or I Process. After trasfer, the call status is Assiged. 2.4 Escalatig call respose Maual update Automatic update Step 11 Escalated Calls (tsclm1520m000) Use this sessio to view a list of calls, sorted by the Actual Time Left parameter. The most urget problems are displayed first. For each call a rage of details is displayed, such as: The actual time left The actual priority The required actio The respose time The problem, object, ad sold-to priorities This sessio ca be used to maually update the Actual Time Left. The Actual Time Left is updated automatically by the Update Actual Time Left (tsclm1299m000) sessio, which rus i the backgroud at a iterval determied durig istallatio of the Baa Call Hadlig module. Call Maagemet 2-7

22 The call hadlig procedure 2.5 To use optioal sessios i the call hadlig procedure You ca use the followig optioal sessios with the call hadlig procedure: Calls (tsclm1500m000) sessio Use this sessio to view a list of calls, alog with summarized call data. You ca Sort ad/or Filter the list. The sessio is activated if the zoom fuctio is chose whe usig Fid or specifyig a Call. Search Criteria (Cofiguratios) (tsclm1190s000) sessio This sessio is activated if the zoom fuctio is chose whe specifyig a Cofiguratio, ad allows you to speed up the search for the desired cofiguratio. Cofiguratios (Selectio) (tsclm1590m000) sessio You ca use this sessio to display the cofiguratios that satisfy the search criteria specified i the Search Criteria (Cofiguratios) (tsclm1190s000) sessio. If the desired cofiguratio is ot show, the the Search Criteria fuctio allows you to chage the search details. 2.6 The sessios that are related to the call hadlig procedure The followig sessios are related to the call hadlig procedure: Prit sessios Prit Calls (tsclm1400m000) sessio. Diagostic Tree (tsclm3521m000) sessio A diagostic tree is a iformatio structure which cotais a set of questios, alog with their expected aswers (which ca be more tha oe), that is used to help you solve problems. The expected problem ad the expected solutio ca be attached to a aswer. A follow-o questio, if preset, ca be used to elicit more details before idicatig what the expected problem ad solutio are. Call Maagemet 2-8

23 3. Settig up master data for call maagemet Note The sessios withi the Master Data - Call Maagemet busiess object specify parameters that are used throughout the CLM module. While Figure 6 ad the followig explaatio shows a sequece, the sessios ca be utilized i ay order. However, valid respose times ad time itervals for ivoicig must be preset before call parameters ca be completed i full. A Call Parameters (tsclm0100s000) B Respose Times (tsclm0520m000) C Priority Time Scale (tsclm0124m000) D Call Groups (tsclm0150m000) E Time Itervals for Ivoicig (tsclm0570m000) Note: - sessios ca be used i ay order Figure 6, The master Data busiess object i CLM Call Maagemet 3-1

24 Settig up master data for call maagemet Step A Search attributes Step B Note Step C Displayed priorities Step D Step E Note Call Parameters (tsclm0100s000) Use this sessio to specify details i three areas: Geeral data The call trasactio log file deletio criteria Whether uique call umbers are desired The time iterval for ivoicig, ad whe it will be geerated Which umber series to use for ivoicig The type of coverage to be used i the CTM module Call Solvig Respose details, such as respose time, time uit, ad the choice of priority defiitio The bad fix time fece, ad priority factor The service type to be used i CLM Searchig Whether to automatically start the search egie to fid the cofiguratio whe registerig calls Wheever ay of the search attributes are chaged, the Replace fuctio has to be used to put them ito effect. Respose Times (tsclm0520m) The reactio, solutio start, ad solutio fiish times are specified here. Respose times are used to calculate the iitial ad actual priorities of a call ad plaed dates. Priority Time Scale (tsclm0124m000) Use this sessio to defie the differet priorities, alog with their descriptios, that you will use i call hadlig. The priority icreases as the solutio time elapses. These are displayed as Iitial ad Actual Priority. Call Groups (tsclm0150m000) Use this sessio to defie the Call groups that are used i CLM. They are associated with a particular Call type, ad ca be useful i categorizig calls. Time Itervals for Ivoicig (tsclm0570m000) Use this sessio to defie the time iterval, i which a ivoice ca be raised. The time iterval roudig method is also defied. Call Maagemet 3-2

25 Settig up master data for call maagemet 3.1 To use optioal sessios i the Master Data - Call Maagemet busiess object Call types You ca use the followig optioal sessios i the Master Data - Call Maagemet busiess object: Call Groups by Call Types (tsclm0551m000) sessio You ca use this sessio to view a list of call groups, sorted by call type Call types are: Questio Complait Malfuctio 3.2 To use sessios that are related to the Master Data - Call Maagemet busiess object The followig sessios are related to the Master Data - Call Maagemet busiess object: Prit sessios: Prit Respose Times (tsclm0420m000) sessio Prit Priority Time Scale (tsclm0424m000) sessio Prit Call Groups (tsclm0450m000) sessio Prit Time Itervals for Ivoicig (tsclm0470m000) sessio Call Maagemet 3-3

26 Settig up master data for call maagemet Call Maagemet 3-4

27 4. Creatig a diagostic tree Note A diagostic tree is a iformatio structure which cotais a set of questios, alog with their expected aswers (which ca be more tha oe), that is used to help you solve problems. The expected problem ad the expected solutio ca be attached to a aswer. A follow-o questio ca also be attached, ad is used to elicit more details before idicatig what the expected problem ad solutio are. It is also possible to specify a item that is related to the aswer. This eables you to switch to the diagostic tree of the related item, ad search its path for a solutio. A maual chage to the ew diagostic tree is required. Figure 7 shows the sessios used to create a diagostic tree. W Start Diagostics (tsclm3510m000) U Questios (tsclm3100m000) X Problems (tsclm3130m000) T Diagostic Tree (tsclm3520m000) V Aswers (tsclm3105m000) Y Solutios (tsclm3135m000) Figure 7, The sessios used i creatig a diagostic tree Step T Step U Diagostic Tree (tsclm3520m000) Use this sessio to create the diagostic tree from the questios ad aswers that have bee previously defied. Questios (tsclm3100m000) Use this sessio to create the questio (code) ad the descriptio that will be used i a diagostic tree. Call Maagemet 4-1

28 Creatig a diagostic tree Note Note Note Step V Step W Step X Step Y Aswers (tsclm3105m000) Use this sessio to create the aswer (code) ad the descriptio that will be used i a diagostic tree. Start Diagostics (tsclm3510m000) Use this sessio to relate the first questio that will be asked i the diagostic tree to a Model (Item). You ca also use the sessio to display all the models (items) that have a start questio defied. Problems (tsclm3130m000) Use this sessio to create the problem (code) ad descriptio that will be used i a diagostic tree. A Call Type ca also be specified. Solutios (tsclm3135m000) Use this sessio to create the solutio (code) ad descriptio that will be offered i a diagostic tree. A Duratio ca also be specified, ad is used by SOC to defie the service activity time. 4.1 To use sessios that are related to creatig a diagostic tree Note The followig sessios are related to creatig a diagostic tree: Solutio Cotrol (tsclm3540m000) sessio Use this sessio to provide a overview of solutios that have bee related to a problem, alog with such thigs as their frequecy of use, the required activity to solve the problem, ad whether the solutio ca be performed by the busiess parter. 1 The frequecy of use has to be maually updated, ad ca be used to idicate the most likely solutio whe viewig the list. 2 The Required Activity is selected from the list of referece activities provided by the SPC module. Solutio Cotrol by Number of Solutios (tsclm3541m000) sessio Use this sessio to provide a overview of solutios that are related to a problem, sorted by their frequecy of use. Call Maagemet 4-2

29 Creatig a diagostic tree Prit sessios: Prit Questios (tsclm3400m000) sessio Prit Aswers (tsclm3405m000) sessio Prit Diagostic Tree (tsclm3420m000) sessio Prit Start Diagostics (tsclm3410m000) sessio Prit Problems (tsclm3430m000) sessio Prit Solutios (tsclm3435m000) sessio Prit Solutio Cotrol (tsclm3440m000) sessio Call Maagemet 4-3

30 Creatig a diagostic tree Call Maagemet 4-4

31 5. Displayig call history Note The sessios i the Display Calls busiess object eable you to display historical data by usig a umber of pre-costructed views. Calls (tsclm8520m000) sessio Calls by Cofiguratio(tsclm8530m000) sessio Calls by Model (Item) (tsclm8532m000) sessio Calls by Sold-to Busiess Parter (tsclm8540m000) sessio Calls by Object (tsclm8534m000) sessio Calls by Sold-to BP ad Sold-to BP Call Number (tsclm8542m000) sessio Calls by Object (tsclm8534m000) sessio ad Calls by Sold-to BP ad Sold-to BP Call Number (tsclm8542m000) sessio ca oly be accessed through the Calls (tsclm1100s000) sessio. Call Trasactio Log (tsclm8580m000) sessio This sessio ca be started from withi the other display call history sessios, ad from the Calls (tsclm1100s000) sessio. Call Maagemet 5-1

32 Displayig call history Call Maagemet 5-2