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USER MANUAL

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1. 1 1 Basic information 1 1 1 Unique Work Order number It is essential to use the unique Work Order number WCM creates while opening a call in every single process step Therewith FUJITSU can provide an overview about the latest status of labour and material of the warranty Call and is able to display the link of related processes between WCM and Partner Entry Channel PEC A novelty in FUJITSU spares Call handling is the Work Order number for self assigned Calls In the past only Helpdesk Calls were automatically supplied with Work Order numbers now this principle is enhanced on every Call The nomenclature is 12 digits Work Order number issued by WOM with a leading 99 The Work Order number is mandatory from the very beginning of the Call process 1 1 2 Encrypted Failure Description Error Code System Please use the Error Code System carefully WCM will preselect the appropriate spare parts by means of the error code As well the FUJITSU Validation Centre will compare the spare part used with the coding Using our Error Code System has the advantage of being understood internationally in exactly the same way and furthermore it provides the opportunity of pre diagnostics This will be perceivable to your benefit in a significant decrease of DOAs especially for sporadic failures and in an enhancement for the automated spares proposals module of WCM In the long run it will also help re
2. HR E Home Support Lagaut E WCM Workorder Detail i Field Service z Return order Overview Call Date Workorder Partner call number Current Status 21 09 2009 995002281294 Forwarded Customer Name Product ECS Fujitsu Siemens Computers E i GmbH 1 Response Time repair time Date of Carriage Nm Keep Material i Ersin t New Comment Frin T rki rder i Translation Tool Print workorder Refresh page j Kandziora Georg j KKR011111 2EZ2U _ Detail Views Call t Messages Service Type SP i Service Type Customer Handling Fee Bringin t Customer CURRENT VIEW CALL MI Product Spares order Workorder History Condition i Symptom Action 2 Sporadic E E Removable drives changer E U Forwarded external with Spare 2 Write burning read error 2 CD DVD drive t System History Inwoice Search for Workorder Serial Problem Description CD burning fails Workorder Serial Mo Solution Workorder 995002281294 forwarded to partner 500 GmbH 895002281295 Enter the Serial No Line Items Material Materialmumber Total Status 34014125 1 Proposed Material number Status Total price WT FLATRATE OK 1 8 00 EUR You will be responsible for the claim until the Service Partner Repairer you forwarded the Work Order to accepted the claim The Forward Service Partner Repairer receives the claim in his In Box The reference of
3. ooococococonoccnonononononanononaconananonanaconnnncnno 48 3 0 Service Desk Approval Process o toon o e ui eine 49 35 1 Work Flow in WEM zus en to stolide Erbe me eds OU ead atte en elek tee 49 3 5 2 Claim Request by Service Partner sess nnns nennen innen 49 3 5 2 1 Event 1 SP is restricted to Service Desk Work Orders eere 49 3 5 2 2 Event 2 Repeated Repair x day rule sssssssssssssssseseeee eene nennen nnns 50 3 5 2 3 Event 3 3rd Repair within 30 days nennen nennen nennen nnne nnn nns 50 3 5 2 4 Event 4 A defined Repair Cost Maximum is exceeded eene 51 3 5 2 4 1 Repair Cost Threshold for Service Desk claims sseeeeeeeenennns 52 3 5 9 DECISION by Service Desk seien ae alo lotes 52 3 5 3 1 Approval by Service Desk o oooooocooocccooocccooonccononncononncononnconnnncnnnnncnnnnnnnnonncnnnnncnnnnnnnnnnnnnn nn nnn nn nano nnnons 52 3 5 3 2 Rejection DY Service Desk oom tee on ERO e mcr o o a bti OTE 53 n MM CORON O INS dada 53 4 CAEL PROCESSING Sins ads 54 A T Ordering Spare PARAS AS 54 4 1 1 Ordering of spare parts at FUJITSU with WCM WEB standard eese 54 4 1 1 1 Material selection RE ED E UTE 54 41 2 Delivery TVpe Select n ot ia dosis 55 4 1 1 3 Express charges in WOMWEB srn ae 55 4 1 1 4 Invoice proposa
4. Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration 1 Hard disk internal 3 5 4 Exceptions The Service Desk Approval process does not apply for assets with SWAP Flag This serial numbers are excluded from repeated repair detection for claims with service type out of warranty for Work Orders of Global Project Accounts Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 54 124 4 Call Processing 4 1 Ordering Spare Parts 4 1 1 Ordering of spare parts at FUJITSU with WCM WEB standard 4 1 1 1 Material selection It is only possible to order at most 5 pieces per Call For an order with several parts you will receive only one order number If you order only one piece per Call it automatically will be an ADEX Order detailed explanation see chapter 1 1 5 e g the order will be created and in parallel also the return order You can order the suggested part s or search for specific material nos With a click on the button Change List the complete material list is displayed With the buttons plus and minus it is possible to define the quantity Explanation of abbreviations LSF RET etc see chapter 7 3 or rest with the mouse on them and short explanation screens will arise FUJI THE POSSIBILITIES ARE INFINITE new workorder YEJNOOSOZZ Jens Riso SPP LETS MUL A LE LI LJ wy wy u fan
5. FLAT v yuormorder d H Technical question Workorder gt SerialNo Customer gt i Ersin i Teneiziian Tarl I 995002245134 v R3SJOSSDSU Tran Thi Hanh 1r 02 an0a RepairSuccessful 2 MEST 61 0950 i Eat 4995002264990 YKAU083895 i Curanum AG 24 022008 48 Repairsuccessful MCST E12734 t Requested 0 j j j Fujitsu Siemens j j j Y Rejected 5 oe WCM News B35002270019 YESDO00120 Computers 09 03 2009 D Repairsuccessful en gt DIFS for WEM j GmbH TE Fujitsu Siemens i Open 18 ies 1995002270020 VESDDDO118 Computers 09 03 2009 0 ResetToClaim In Progress 58 Reports GmbH Double Flatrate Calls 1 Fujitsu Siemens X 995002270033 YKETOO1706 Computers 10 03 2009 n RepairSuccessful r Customer GmbH E E E Fuitziu Siemens i i E amp Tnm claim arrenar rd T3 Settings t Latino Immediate Action 0 t Repair successful 154 For both ways of claiming the Current Status in the Work Order Detail has now changed into ToClaim Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout uer Workorder Detail Field Service gt Technical question Call Date Workorder Partner call number L Ersin 15 07 2009 395002201111 pus Tranzlation Tool ata 2 Marne Product EE aH Schark Robert YKOBH 466
6. 48 ToClaimError 1034 moms eer me i Pe E im m Export call Workorder SP Ref po 1 serial Mo po Status Period Please Select e from L Delimiter to Cua Additional Fields in Export File call accepted spares ordered spare in deliver repair started repair successfull repair not succesful SEARCH File description Field Exampei Examplez 3 3 3 3 RepairSuccessfu 13 04 2011 09 54 CoseDateTime id 94 04 2011 12 11 OnSite 48h performance SvcType OnSite 48h performance OnSite 48h performance ST Fujitsu paid PS flabourpricepaid OA IFCODesopion J ooo CustomerEirm Germany oS Country Germany Germany 86159 Augsburg CustomerNo 8218045102 8218045102 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 109 124 Mobile Das ist eine Test Work Order Es XA Be o S O IPWdeWONR MA O MAA O MATA ATTE O ECU O Cueny EUR te LLLLLLLLLLLLLL LLLI lPatNumber2 34008959 MAINBOARD BEARLAKE ATX X38 LGA775 7 AM NN MM E D2608 A11 1 R791 SNR 826361 D2608 A11 1 R791 000000 D2608 A11 1 R791 E cR QU Phe lug IGuemy2 EUR OrderNumber2 8006226785 ParNumber 34013728 oo Descriptions BLU RAYDISCTRIPLE WRITERSATA EC o A O Prices O Curenoys E OrderNumber3 8008226786 88037460 S 88037460 Descriptionda HDD 250GB SATA 300 7 2K WDC WD25003S_
7. Home Support Logout WM Field Service Service Calls Assigned Workorder PSP Retf Serial No gt serial Mo Technical question Customer z Fujitsu Siemens Esa Workorder gt o Translation Tool 995002261161 YKINOOSO08 Computers GmbH 18082009 0 AssignedFCO Export Fujitsu i EE iis 995002281169 DNAADOIDO LSU siemens 21082008 0 AssignedFCO gt WCM News j ae a DIFS for WCM 395002281170 vKJMDU3OZ1 1054 siemens 21082009 0 AssignedFCO Computers GmbH Clicking on the listed Work Order opens the Work Order Detail view FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM Workorder Detail i Field Service Current Status AssignedFCO ECS Workorder 995002281161 Hame Technical question Call Date 18 08 2008 Customer Fujitsu Siemens Computers GmbH Kandziora Georg Response Time Partner call number Ersin E Translation Tool Product i Export i YKUNDOSOOS SGXX4 BR WICK Meus ee GIFS for Wich repair time Date of Carriage DIFS Code Service Type Customer OnSite Service Type SP Te Spares OnSite Reports gt gt Settings CURRENT VIEW CALL Customer gt Help Action 4 HA Repair with Spare Symptom G General X Other i X Other Problem Description Test Bestellungen Condition 5 During start up BE Actions t Mew s
8. Rejected Refresh page Customer Name Product ECS er Siemens Computers andziora Georg YK8V001302 2K314 Detail Views Response Time i repair time i Date of Carriage DIF amp Code Call 0 0 i Messages i Technical question P Ersin i Translation Tool i Export WEM News gt gt DIFS for WEM Service Type SP Service Type Customer Customer CRU repairable CRU repairable Product Spares order Information The Field Change Order nn ee requires a technician is CRU rejected FCO pending contact Help Desk involved You can op ena new Work Order change the service type to on site or bring in and retry or Workorder Serial No contact the Helpdesk gt Spares Reports gt Settings Customer Workorder History System History t Invoice gt gt Help CURRENT VIEW CALL L Search for Workorder Serial ECS Condition Symptom 2 Sporadic K Input device 3 Key stuck 1 Keyboard Enter the Serial No LI Adler Problem Description Key T stuck Line Items Material Material number Total Status Order No RET No RET ReturnCode KeepMaterial 34003821 1 Proposed B Elis O After the call is opened with service type different from service type CRU the Work Order is assigned and the field change order information is displayed new workorder Fujitsu Technology Solutions FUjirs
9. Spares or s Service Desk Approval Pending Spares order gt gt Settings Reason HD Approval mandatory Workorder History Customer Opened by restricted SP System History gt gt Help a Invoice CURRENT VIEW CALL Mn Wein un Condition Symptom Action Workorder Serial No 2 Sporadic H Hard disk 4 HW Repair with Spare 1 Hard disk is not recognized 1 Hard disk internal B Adler Enter the Serial No Problem Description The Hard Disk is not activated after sleep modus Line Items Material Material number Status Total price RET LSF OrderNow 2011 Fujitsu Technology Solutions Imprint Privacy policy Terms of use m e Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool 3 5 2 2 Event 2 Repeated Repair x day rule Page 50 124 This process applies if the repaired system failed again after the Work Order was claimed already If within the frozen zone mainly 7 days the same asset has another or the same failure the repeated repair assistant is opened By selecting a reason from the checklist and entering an explanation the Work Order can be requested at the Service Desk FUJITSU System History Call Date Workorder 20 05 2010 995003121409 24214 test Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation Please Select Please Sele
10. The following FCO have been found for YK8V0013238 e FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Attention There is a FCO of Type A This will prevent the creation of a CRU workorder FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout LM Workorder Detail C Actions E ani E Accept workorder i Field Service Overview Call Date Workorder Partner call number Current Status FEE wakonde 16 09 2008 995002281271 j AssignedFCO New Comment Customer Name Product ECS Edit Reference Number Fujitsu Siemens Computers GmbH A i Response Time j repair time Date of Carriage DIFS Code 48 n y Service Type SP Service Type Customer OnSite 46h performance OnSite 48h performance Technical question i Ersin Translation Tool 2 Pant WCM News gt DIFS for WEM Kandziora Georg E K8V001308 58124 Print workorder E i Refresh page C Detail Views gt Spares gt gt Reports gt Settings Call t Messages CURRENT VIEW CALL Customer gt Customer Product gt gt Help ECS Spares order Condition Symptom i Action Workorder History 5 During start up B Board R4 ni 1 Errormes The status is changed and the FCO icm Eolo y i 2 Memory i
11. VC Revised Claims FUJITSU Validation Centre has changed the claimed Service Type After revised claim is accepted by Service Partner the status will change to ClaimAcceptedByVC in status Claims accepted Open 15 t In Progress 50 ClaimRejectedByVC incl in status VC Rejected Claims FUJITSU Validation Centre rejected the claim completely If a rejected claim is accepted by you the status will change to Cancelled ClaimAcceptedByVC incl in button Claims accepted If the Validation Centre did not change something but accept the claim it will be paid with the next invoice summary If you answered to a rejection or comment of a VC decision the Work Order can be found in Replied to Validation Center After final agreement the Work Order will be placed in the adequate status section and has to be accepted by the Service Partner In general When browsing through the Work Order Details Service Partner may find all possible activities accepting commentate etc in Actions menu on the right side The possible activities depend on the status of the claim Double Flatrate Calle 1 k Awaiting Immediate Action 0 Repair successful 177 To claim error 177 t Claim YYorkorder 69 k Validation center 41 k vC Revised Claims 1 k vC Rejected Claims 1 Replied to Validation center 2 k Claims accepted 3 t Cancelled t Closed Service Operations Issue June 2012 WCM WEB User
12. 3350000008 Customer Company Company Customer Status Call Humber Testfirma 1 01 01 2006 48 Requested Mylnernalflr 2 3 Edit line items display To change view of line item list you can do the set up with button lt edit line items display gt New Return type RET No Return number and Keep material FUJITSU THE POSSIBILITIES ARE INFINITE edit lineitems display Darstellung Ersatzteilliste andern Column Material number Column Total Column Status Column RET Ma Column Column FReturntode we Column Keephtaterial ho allocation Material number Article Code Type Tatal price Customer Preview Linelttems Material Material ni RET Status Order Ho RET Ho RET ReturnCode KeepMaterial 52101711 LSF Proposed ErrorF tF aut 00051 6830 3131591505 Return ype Tj Returntode Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 15 124 2 4 Supervisor New WCM WEB provides the Supervisor function This function can only be seen of an employee who was set up with the supervisor role You have to single out a special employee Inform the Service Partner Management about that person They will add the role Supervisor to this customer Id oupervisor function has the right to enable the set up of different roles for employees and technician accounts This will improve data security and manageabil
13. Claim Number See Attachment request for issuing the invoice DESCRIPTION UNIT PRICE TOTAL AMOUNT Product related service costa 4 760 44 EUR 4 760 44 EUR for labour Product related service costs 0 00 EUR 0 00 EUR for local spare parta Total net amount 4 760 44 EUR Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 114 124 The partner reference is added to the detail documents for both invoices and invoice proposals in the line items menu SA ID Sender Fujitsu Technology Solutions S L Fujitsu TS Spain ES82 Serv AV DE BRUSELAS 13 ED AMERICA ALCOBENDAS 28108 SPAIN VAT ID ESB32441908 Vendor Nr Service Provider Fujitsu Technology Solutions S L Fujitsu TS Spain ES82 Serv AV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS SPAIN Service Provider Nr 00A1602213 GROUPING PERIOD 28 04 2009 28 05 2009 Monthly 395002369106 4800018874 2 395002370523 4800018878 2 Labour Proposal Recipient Fujitsu S Computers S L Avenida de Bruselas 13 Alcobendas Madrid 28100 SPAIN VAT ID ESBB244190B Attachment to Invoice Prop 0000002000012458 of 28 05 2009 GROUPING NR 000000000000053931 SUPPLY DATE TOTAL AMOUNT 15 04 2009 16 00 235 00 EUR 14 04 2009 16 00 235 00 EUR In case of the credit like process you have no more action to do The payment from FUJITSU will be received after the agreed time for pay
14. Date of Carriage DIFS Code Keep Material gt DIFS for PC m service Type SP Service Type Customer PESCE PNDIRDRECT spares E Brinaln Bringln Mew Comment gt Reports Edit Reference Number Often this Current Status does correspond to the Status of the Status Group the Work Order belongs to at that time described in 7 2 1 But in some cases e g Status Groups In Progress and Validation Centre the Work Orders can show different current status which then gives more detailed information e g the status of the ordered spare part or the exact claiming status Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 122 124 Current Status in Work Order Details can be a E E ClaimMovedToVC Claim moved to Validation Centre Claim rejection accepted ClaimRejectionRejected Claim rejection rejected CostEstimationCreated Cost estimation created Date agreed with customer CustomerlInformedToCollectSystem Customer informed that he can collect his system CustomerKeepsMaterial Customer keeps material e g police protects sensible data Claim opened by Helpdesk Work Order opened OrderConfirmation Order confirmation ParcelDelivered Parcel delivered Repair failed SP will get paid double Flatrate if entitled Repair interrupted Repair started Repair successful Change of claim accepted Change of claim rejected Spares are delivered oparesOrdered Spares are ordered S
15. Default is taken from the data registered in the WCM WEB settings of the SP Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 12 124 2 Registration Settings Each WCM session begins with login You will need to have your user ID and your password available when starting WCM WEB New users will receive their access data from the local FUJITSU Service Partner Management FUJITSU TRE POSSIBILITIES ARE INFINITE ISDEM Login H Login t ECS Service PartnerlD t Translation Tool Password _ Related Downloads entry info English Forgot your password As WCM WEB is linked with PEC to have the possibility to order spare parts directly in WCM WEB you should enter your PEC login data to ease order tracking purposes For these entries select section Settings here you can find all personal settings FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout zen oervice Calls Assigned ce ene Workorder f SP Ref 1 serial Mo DIF for wichi n Workorder Serial No Customer Fujitsu Siemens 9950022571161 YRJNDOSOOS Computers GmbH 15 09 20 Fujitsu Siemens 995002401 169 DNA ADT 001 anal BTE 21 056 201 295002281170 yKvNoo3021 teu Siemens 21 08 20 Computers GmbH Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 13 124 2 1 Edit account setti
16. FUJITSU Home Support Logout r kd WOM Service Calls E F i New service call pr Field Service Workorder SP Ref E i Serial No er Technical question L Ersin Workorder SerialNo Customer 2 Date IB ENS TEE C Status HDApprovalPendin n P Translation Tool APP g Reauested 1 i Export Rejected 0 Assigned 0 gt gt WCM News A Open 1 DIFS for WCM ES In Progress 20 gt Spares Double Flatrate Calls 0 gt gt Reports Awaiting Immediate Action 0 Settings Repair successful 0 Customer To claim error 0 gt gt Help Claim Workorder 4 Validation center 1 VC Revised Claims 0 6 Repair Start Repair Successful Claim Workorder Fulirsu ic Suppmi Lou z wow Workorder Detail EL damani mre gt rss AAA hora u Repeal E PDA Workorder Detail Dr ERI tise ca wx m bm ere Y aun uem In en Fujirsu din ima Tagen Lagos Fr re e tes u E e er NA Viorkorder Lietail LE d bi kapris hama j PR mai i parar o ima Seppe Leges ut Wr m amem T Ru m hee Veil Teen in Vr E ad ao furs fcm ac Uu armada imi Espe bb HCM par M Fiw LET bis Euer Kr u a be rap Workorder Detail Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 78 124 4 3 Can
17. Keyboard Invoice The status is changed and the Problem Description FCO information is d isplayed O Search for Workorder Serial Key T stuck Workorder Serial No gt Customer Workorder History System History Fco Description FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Enter the Serial No Line Items Material Material number Total Status 34003821 1 Proposed Labour Material number Status Total WTY FLATRATE OK 1 0 00 EUR As usual subsequently the Work Order with the assigned FCO has to be accepted by the Service Partner again Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 30 124 3 3 2 2 FCO is of type A1 and the service type is CRU In case the FCO is of type A1 and the service type is CRU the FCO will be ignored and the claim will be handled like a normal Work Order without FCO However the FCO information is displayed after the Work Order request is sent It disappears after the material order identifies the part is a CRU part Fuji new workorder M Opening Work Order request with serialnumber Ts 2 product informari Serial No YK2K019050 Warranty code FEP GL3B0000NBS Product LB 57110 SXGA C E RUS TZ2300E
18. Order Ho Material number S004560657 OOOOODOD0Odss037 55 MaterialHumber Materialnumber according to delivery note Mote If vou leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order No then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount Enter the order number which the DOA return refers to Then click on Finish As confirmation you receive the following screen return order FUJITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders iz placed Check order confirmation 81 3 in detail views call OOOO0N000088037 53 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 93 124 4 6 2 Workaround for DOA after repair finished Once a Work Order is claimed no more Spare Part Returns can be added The DOA handling described in 4 6 1 is not possible In case the new part is working right after the break fix but fails again in between the spare part warranty period 185 days a complaint order for Part Warranty Return Dead on arrival can be opened in PEC as described below This order process only works for spare part complaints of parts p
19. Security Environment Hot Environment Wet P aa ITI 3 73 Cm T Environment Dusty After HV upgrade After SW Driver 0S update Damaged dropped Hot Applicable unknown Ko T ITI gD C3 OBERE CO CO CD CH 4 OO PR 03 will not switch on LED nat lit Beep code Auto system aff reboot System crash System freeze System not able to shut down Cosmetic problem scratched dirty Operating problem error Other XT uUImmmoizzz mmmuoumnuur icmnmgeguco Customer Application support Modification requested by manufacturer Defective Spare Cost estimate Return ta customer without Repair Modification requested by Servicepartner Forwarded external Forwarded internal Forwarded external with Spare other Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 71 124 repair successful FUJITSU THE POSSIBILITIES ARE INFINITE Information Condition Symptom Action A Environment Cold G General 4 His Repair with Spare Error Code 3 System does not boot A Other Condition Symptom Action A A Environment Cold 6 5 General 4 4 AV Repair with Spare E Cod dit Tue 7 3 3 System does not boot A Other Test Test Test Mandatory field Has to be filled Call Accepted oo2s Ing r 12 e 1 v Click on Finish to proceed An Information Screen is shown that the repair is
20. THE POSSIBILITIES ARE INFINITE new workorder YK8Vvo001302 The following FCO have been found for YK8V00132 2 e FCO In case of instable system function sporadic system freeze overheating or similar symptoms please refer to Support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Attention There i amp a FCO of Type A This wil prevent the creation of a CRU workorder Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 29 124 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM Workorder Detail U Actions i Fi ir z r Accept workorder Field Service Overview P l Call Date Workorder Partner call number Current Status 16 08 2009 995002281260 AssignedFCO Customer Name Product ECS Fujitsu Siemens Computers GmbH Response Time E repair time E Date of Carriage l DIFS Code 0 O p i Service Type SP Service Type Customer Reject workorder Dee Technical question i Ersin New Comment i Translation Tool i Export WCM News DIFS for WCM Spares Reports Edit Reference Number Print workorder Kandziora Georg YK8V001302 2K314 Refresh page C Detail Views Call Messages Bringln Bringln CURRENT VIEW CALL r Customer Product ECS Spares order Condition i Symptom Action 2 Sporadic E K Input device 4 HW Repair with Spare i 3 Key stuck i 1
21. heatsink heatpipe 34012715 COOLER ASS Controll quantity here CPLIz Imiceroprocessors 34012703 CPU INTEL CELERON 575 2 00 GHZ 1MB 34010631 CPU INTEL CORE 2 DUO T3670 1 06AZ iW 26005 00216 W12 34015947 CPO INTEL CORE DUO T6400 2 00GHZ 2MB 34012364 CPU INTEL MOBILE P8400 2 26GHZ v265808 B8270 Vv1U 34012385 CPU INTEL MOBILE PS600 2 45HZ MO SY 25808 B8270 6511 Mainboards CEM 34012 M45 5030 Possibility to search for mar other spare part numbers Manual input of spare part ivtormation Ps Change List E Finish As long as the Work Order is not claimed additional spare part orders are possible Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 55 124 Actions Repair started k Change Status Appointment t Cancel k New comment t Print wvorkorder k Refresh Click on Next In the next step you have to enter all further settings for your order 4 1 1 2 Delivery Type selection Delivery Comment Standard Delivery will be processed according to the delivery lead times as stated in the Maintenance Logistics Manual Urgent Delivery will be processed according to the delivery lead times as stated in the Maintenance Logistics Manual http partners ts fujitsu com com service general service spares manual Important The additional transport costs for urgent delivery are charged to you The PEC order will show this
22. i i i Refresh page Service Type SP Service Type Customer Detail Views Onsite OnSite Call t hiezzadges gt gt Spares gt Reports After clicking reject Service Partners are requested to enter the reason for rejecting this Work Order 3 1 2 Accept Service Call oervice Partners who intend to process an assigned Work Order need to confirm this by clicking on Accept FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout SRM Workorder Detail B ss i Field Service Accept workorder Technical question Call Date Workorder Partner call number Current Status do i Ersin 13 08 2009 995002281161 i AssignedFCO New Comment Customer Hame Product ECS Edit Reference Number i Translation Tool l l nl dis Siemens Computers ec pie Georg vKJNDO3OD8 ore E ain Gree m l r Refresh page Se WCM Hews Response Time repair time Date of Carriage DIFS Code gt DIFS for WCM ehe tsa tennant tat tsa atest asa eas Service Type SP Service Type Customer L Detail Views Spares Onsite OnSite Call Next window FUJITSU THE POSSIBILITIES ARE INFINITE accept workorder Accept call Accept call ves One Partner call number fo 20 characters available order spares e Wie e Ma accept FOO vez Ono FiOCO Description FOO TEST FRA Har Hoa e Click on lt Next gt to proceed Service Operations Issue June 2012 WCM WEB User Manual War
23. 512MB CD RW jai u Article Code LEN RUS 210100 001 warranty group E HBS Delivery Date 31 08 2008 Warranty description 3 years bring in service Global Activation Date Limited Additional Text customer has paid for Service to be provided at Fujitsu Technology Solutions a expense 7 On Site On Site On Site On Site O em Collect and Return O mm Collect and Return O customer customer To customer Desk To Desk To customer Desk To Desk i Work 04 10 2009 Door To Door Work 04 10 2009 Door To Door Material 04 10 2009 Return To Base m Material 04 10 2009 Return To Base Response ui EN er Response i Time 0 Bringln Time 0 Bringln repair time 0 Material repair time 0 Material Service Type CRU repairable i E new workorder Fujitsu Technology new workorder FUIITSU THE POSSIBILITIES ARE INFINITE YKZRKO19050 The following FCO have been found for YK2K019050 e FCO A keyboard metal plate has to be added according to SB M 09024 in order to avoid that the J key is not responding This FCO does not apply to shipment of CRU parts Material involved 1 34024372 MET KB SUPPORT PLATE 57110 Attention The FCO Material will be added automatically after workorder creatie This FCO will be ignored in case of CRU The FCO is displayed for information only It does not apply if the required service can be fulfilled by sending the Customer Rep
24. A Other 1 I M Direct input of Error Code from technicians is possible when clicking on edit Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 25 124 new workorder FUIITSU THE POSSIBILITIES ARE INFINITE YEDSO0SSZUS Condition edit 1 Always during processing B Board Ram internal Ko AqHN Repar wih Spare s 1 Error message A CPU Error Code ECS Plus DIFS Code low CPU perfo rmance causes the system to freeze Problem Description 339 characters available service partner reference number L p345 14 characters available order speres Quit EJ Back O next IE Finish Click on button Next to continue with the spare part ordering process please refer to chapter 4 1 3 3 Field change order With WCM it is possible to support recalls The list of serial numbers affected can be loaded WCM will identify related systems during a call suggest spare parts and grant additional flat rates if necessary The WCM FCO function will not replace the FUJITSU FCO process but support it Thus for all systems in a normal call it is assured the necessary FCO is executed as well The exact procedure has to be agreed with Product Operation case by case The screenshots attached only can give an impression how it looks like in the system if a FCO is involved Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management To
25. Customer Hame Product ECS t Return order i Translation Tool i Export Er YK3J 56346 1C2B4 ange ste i E E Y Appointment arranged gt Wuchl News Response lime repair time i Date of Carriage DIFS Code Keep Material gt DIFS for WWE 08 be 3 Service Type SP Service Type Customer Cancel Workorder ares E Bringin Bringin Mew Comment gt Reports t Edit Reference Number Settings Print work rder Customer t Refresh page gt Help Fandi nn P fietinn Mark the parts which you want to advise and send them back to FUJITSU if RET parts Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 80 124 return order FUJI THE POSSIBILITIES ARE INFINITE HDD 120GB SEAGATE ST9120822A5 v a a 000000000034005829 MIRO Order Ho Return Material number GoodPart d Description Material number Total Order Location RET LSF HDD 120668 SATAMOB 5 4k WD DD 200BEVvs 80B Order Ho Return Material number GoodPart DODOCOOOOOC S4 0058327 d input Field for Good Part Return or additional used spares Order Ho Material number Return Material number aL o GES GS GoodPart Quit e Finish Click on Finish to close the window Now the parts are advised With a click on Material Status Returned you can see the return order number in the next window Click on Finish to close the window Service Operations Issue June 2012 WCM WEB
26. INFINITE Home Suppart Logout n m A a iura Workorder Detail BuU i Field Service ML Claim WWorkorder i Technical question Call Date Workorder Partner call number Current Status PREP al Teen bs Eze 14 05 2009 995002281086 j i RepairSuccesstul Update service type Customer Hame Product ECS t Repair successful Fujitsu Siemens Computers Export GmbH l 20 VCM News Response Time repair time Date of Carriage DIFS Code H Translation Tool SHH 4 t Order parts Kandziora Georg YKOB145940 Return order Keep Material gt DIFS for sch E e E Service Type SP Service Type Customer Pal se PVG SENSE rn Bringin Bringin Mew Comment ee Reports i t Edit Reference Number Settings t Print warkorder Customer Refresh page 2 Starting from Repair Successful Action Work Orders with existing Return Orders 2 Return Advise do have a checkbox which can be ticked for claiming this is convenient for a higher number of Calls to claim at once Please acknowledge the checkbox will only appear after the return order is transferred from PEC to WCM This may take some time if the return notification was entered in PEC instead of WCM WEB In our example only 3 boxes are selected for claiming and therefore ticked FU ITSU THE POSSIBILITIES ARE INFINITE Home Support Logout nd service Calls Repair successful O Actions i Field Service wWorkorder SP Ref serial No RT e es E
27. Replacement SHR SWAF YKBTODA 714 After the Replacement Serial Number is recorded and confirmed by the button Finish the Current Status of the Work Order changes into ToClaim Trace the swapped system The Additional Information line keeps the information on the claim header to mark this break fix was done by exchange of the whole system The Call Entry SNR and the Replacement SNR are stored there as well Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 37 124 FUT SEY T E FISSINILITIES ARE INFINITE cr Home Support Logout WCM Workorder Detail i Field Service Reset To claim Call Date Workorder Partner call number Current Status New Comment 19 03 2009 995002270113 ToClaim Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code iO is a a as a a a Me i a rre anne Service Type SP Service Type Customer OnSite OnSite H Technical question Edit Reference Number i Ersin Refresh page Kandziora Georg YKBTOO 709 38114 T WW Mews gt DIFS for Vt C Detail Views Call E spares r Messages Reports Customer gt gt Settings Sl CURRENT VIEW CALL Proc ee customer Spares order VVorkorder History System History t Invoice Additional Information SWAP Call Entry SHR YKE
28. SP Re SerialWo Workorder gt Serial No Customer Date No Workorder found new workorder Fujitsu Technology Solutions FUJITSU System History Call Date Workorder ces Problem Description Repeated Repair _ Actions gt New service call new workorder YKDT049995 Solution 04 05 2002 995003693433 2H214 asdfasdfsadfsadf Hard Disk exchanged Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation Please Select v defect spare part wrong part in box DS wrong part delivered wrong spare part proposed else unsuccessful repair new failure Fertig Jv Vertrauensw rdige Sites Gesch tzter Modus Inaktiv Email wcm support Dts fujitsu com Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 76 124 ow workorder Fujitsu Technology Solutions EN x new workorder E FUJITSU YKDT049995 L System History Call Date Workorder Problem Description Solution 04 05 2002 995003593439 2H214 asdfasdfsadfsadf Hard Disk exchanged Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation defect spare part Spare Part didn t work 7 3 Select Action Code O defective spare WCM Service Calls Assigned Home Support Logout O Acti
29. THE POSSIBILITIES ARE INFINITE NEN Home Support Logout VEM Workorder Detail BELLE gt Field Service Repair started Update service type i Technical question Call Date Workorder Partner call number Current Status 19 03 2009 995002270113 Open Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code Order parts Change status gt Appointment arranged i Ersin i Translation Tool Kandziora Georg YK6TOO1709 38114 En Export gt gt WEM News gt gt DIFS for WCM gt gt Spares Cancel WWorkorder New Comment Service Type SP Service Type Customer Edit Reference Number Print workorder gt gt Reports gt gt Settings gt gt customer gt gt Help Refresh page C Detail Views Call Messages Additional Information SWAP SWAP Process Note Serial Humbers for warranty claim entry jM Condition 3 Under high Load B Board Ram internal lO i 4 H Repair with Spare 1 Error message y 1 CPU Problem Description Line items Material Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial Customer Product Spares order WYWorkorder History System History Invoice C Adler 38006712 1 Proposed Enter the Serial No Labour Material number Status Total price WTYFLATRATE OK 1 118 00 EUR SNR entry of replacement syste
30. Translation Tool Return order gt gt WCM News gt gt DIFS for WCM Change status Kandziora Georg YKDT049995 2H214 Appointment arranged Keep Material Service Type SP Service Type Customer Cancel Workorder gt gt Spares Bringln t Bringin New Comment Reports Edit Reference Number Settings Print workord 2 CURRENT VIEW CALL Ss Refresh page gt gt Customer gt gt Help Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration 1 Hard disk internal Detail Views Call Messages Customer Problem Description Product asdfasdfsadfsadf gt Spares order Workorder History Line Items System History Material gt Invoice Material number Status Order No RET RET No 34003251 Proposed 8006605323 E 34003251 Confirmed 8006605323 O LC Search for Workorder Serial Labour Workorder Serial No Material number Status Total price WTY FLATRATE OK 1 51 00 EUR C Adler 2 Repair failed To document the situation for your own overview it is possible to change the status to repair interrupted and enter a reason to the Workorder This step is optional a FUJITSU A Home Support Logout Wem Workorder Detail Late j Field Service Repair started Technical question Call Date Workorder Partner call number Cur
31. User Manual Warranty Claim Management Tool FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout V WCM E Field Service Workorder Detail Technical question Call Date 07 05 2009 Customer Erain gt Translation Tool une Fujitsu Siemens Computers GmbH Response Time t Export Wh Hews sz DIFS for WV Service Type SP diced Bringin gt Reports gt gt Settings gt Customer Help Condition 2 Sporadic Problem Description dalzalthidhtihtikhflaktatskashtkeait Line Items Material Materialnumber Total 88037472 1 BGal37472 1 B8037472 1 Labour Material number Status Total WITS FLATRATE OK 1 Status Proposed Confirmed Workorder Schork Robert repair time Symptom H Hard disk M Mechanical problem 1 Hard disk internal Page 81 124 Current Status OrderContirmation Product ECS Partner call number YKOB 46670 OHM Date of Carriage DIFS Code Service Type Customer Bringin Action 4 Hi Repair with Spare Order Ho RET Ho B D4E499E1 6004649961 mE 3004649961 8137126952 price 40 50 EUR RET ReturnCode KeepMaterial t Rep pic t Gree t Ret t Chal App t eel Cam t Mew Edit Print r Retr Call t Mes t Cus t Proc t Spal Or k Syal t invo Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 82 124 m
32. additional charge like a part number and indicates the costs In some countries like Germany the SP can currently request an express delivery when ordering a spare part via WCM The SP is charged for this express order fee by Maintenance Logistics The authorized SP in defined countries gets reimbursed the express charge during the normal WCM invoice process if the Service Type accepted by FUJITSU is at least an OnSite 24hrs performance ST Detailed delivery terms are shown in the Maintenance Logistics Manual at http partners ts fujitsu com com service general service spares manual The reimbursement of the express fee is enabled country specific At present only Germany is activated 4 1 1 3 Express ch E new workorder Fujitsu Technology Solutions ax calla arges in WCM WEB new workorder FUJITSU re resms ARE INFINITE _ YKDTOO3831 product information Serial No YKDT003831 Warranty code FSP GM3520000DEBD3 Product E ESPRIMO E5625 EPA warranty owner D Article Code 526361 K691 W511 warranty group BD3 Delivery Date E 10 06 2008 warranty description 3 years On Site Service next T a B business day response 5x9 a valid in country of purchase Additional Text customer has paid for Service to be provided at Fujitsu Technology Solutions expense On Site 13 07 2011 On Site On Site 13 07 2011 Om Site dar M 13 072011 Collect and Return diss NN 13 072011 Collect and
33. advised Do not send these parts back to FUJITSU BUT good parts have to be returned to FUJITSU NV parts are consumable parts and have only to be advised Do not send these parts back to FUJITSU Difference to N parts good part returns are not possible Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 79 124 Detailed return terms are shown in the Maintenance Logistics Manual at http partners ts fujitsu com com service general service spares manual Only in case of an Advanced Exchange ADEX e g if you have ordered in maximum 6 parts the return order number is created with the order already The part return notification is done automatically and the return order is created already The Part Return Form is included in the shipped package Additionally it is available from PEC and can be printed from there up to 30 days for repairable parts and up to 10 days for non repairable parts In case of Non ADEX orders you advise the return as follows 4 4 1 2 Orders with more than one part In case of Non ADEX orders e g if more than 6 parts have been ordered you advise the return as follows FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout an 1 ey Workorder Detail Ci Acon gt Field Service Y Repair started gt Technical question Call Date Workorder Partner call number Current Status i Erzin 24 02 2009 995002264908 MCST 61 2681 SparesinDelivery
34. assigned claims where the order was entered together with the call open FUJITSU TRE FRESIBRRITIES LOE FANIA Home Support Logout WEN Workorder Detail Field Service Owervi i ar Techraca question Call Date Workorder Partner call number Current Status E Ersm 15 09 20409 erat zn Fe Requested Refresh pepe Translaben Tool Hare Product ECS Click on Refresh page to see the order confirmation Current Work Order status subsequently changes into Open and after spares application confirmed the order the status changes into SparesOrdered Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 59 124 FUJITSU THE POSSIBILITIES ARE INFINITE EE Home Support Logout Workorder Detail Actions Repair started gt Field Service Overview Call Date Workorder Partner call number Current Status 16 08 2008 995002281256 SparesOrdered Customer Name Product ECS Fujitsu Siemens Computers Kandziora Georg YKDT003831 34214 Update service type Order parts Return order Technical question P Ersin i Translation Tool i Export WCM News DIFS for WECM Change status GmbH i i Appointment arranged Response Time i repair time Date of Carriage DIFS Code r Keep Material Service Type SP Service Type Customer PER 1 res a OnSite 24h performance Onsite 24h performance Reports Settings Cust
35. claim with service type Collect amp Return In this case no swap process is in place The same unit is returned to the customer However as the principle service concept for the system is swap the Work Order carries the swap flag and additional information is displayed to remember both Serial Numbers in the further process However the unit is not replaced and the Claim Entry SNR does not change The Service Partner signifies this by simply entering the Entry SNR into the field replacement SNR once again WCM will permit the repetition of the same SNR only for warranty claims with Service Type Collect amp Return The Work Order is assigned by the Helpdesk with Service Type Collect amp Return When the Work Order is claimed and the replacement serial number is to be entered for Collect amp Return Service the same Call Entry SNR is accepted Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 42 124 FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SMR YESGOOO736 NOTE workorder to claim Please double check the Serial No entered during call open is identical with the Serial No of the defective customer system If not please enter defective SNF here Please enter the serialnumber of the new SWAP asset Replacement SNR HAPN YESG UL 96 FUIITSU THE POSSIB
36. click on Next and Finish As confirmation you receive the following screen return order FUJITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders is placed Check order confirmation 813 in detail views call OOOOOOONN0S803 7845 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 98 124 4 6 4 Wrong delivery WDel return order FUJITSU THE POSSIBILITIES ARE INFINITE E a HITACHI ATS 345052694300 000000000034004375 Order Ho Return Material number Input field for DoA WPiB and WDel Complaints Order Ho Material number B n450065 7 000000000034024375 WPIB Wiel Matertalnumber delivered according to delivery note Return Material will be recorded by Fujitsu Technology Solutions Mote If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a Order No then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount Bl Finis Then click on lt Next gt and lt Finish gt As confirmation you receive the following screen return order FUIITSU TRE POSSIBILITIES ARE INFINITE Information The request for return o
37. completed now Click on button Finish to shut the window you are back in the Work Order Detail screen 4 2 3 Repair failed claim Double Flatrate If the failure cannot be fixed at once and a second repair activity is necessary another workorder may be claimed For reasons of process government and active influence on the correct advice for the 2nd deployment on the same incident this process needs to be controlled by the helpdesk The former process to claim double flat rate for help desk assigned workorders was abandoned Since 16 04 2012 the Service Desk Approval process can be used See Service Desk Approval process for repeated repairs chapter 3 5 2 2 A model case is explained below Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 72 124 Example Repair fails because the spare part was defective 1 Initial State A Workorder was created and one spare part is ordered by ADEX Order oo dl lt 1re___ i i rujirsu BEEN A Home Support Logout Workorder Detail O Actions Repair started E WCM i Field Service Dar Technical question Call Date Workorder Partner call number Current Status i Ersin 04 05 2012 995003693439 SparesOrdered Customer Name Product ECS Fujitsu Technology Solutions E Division E E Response Time repair time Date of Carriage DIFS Code Update service type gt Order parts
38. information is displayed Problem Description Hot enough RAM detected while booting Fco Description FCO In case of instable system function sporadic system freeze overheating ar similar symptoms please refer to L Adler support Bulletin SB M 07052 1 prior to swap any parts Please also check the soldering at the heat pipe Enter the Serial No Line Items Material Material number Total Status Order No RET No RET ReturnCode KeepMaterial 34008811 1 Proposed 3 O Labour Material number Status Total price WTY FLATRATE OK 1 7 20 EUR As usual subsequently the assigned FCO has to be accepted by the Service Partner again Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 33 124 3 4 SWAP Process For systems like Blade Frame or Monitor the whole unit is replaced during the break fix Immediately after the exchange of the defective system the warranty data is transferred to the asset data of the Replacement System Warranty Codes SLA and day of first use date from the defective Call Entry SNR sold to the customer originally are moved to the Replacement Serial Number SWAP Thus the warranty entitlement of the customer keeps updated Hequired assistance by the Service Partners For systems marked as swappable in the asset data the information about the Replacement System Serial Number needs to be entered in WCM by the Service Partner Entry fields are provided in WCM WEB t
39. ome eros npe Ersin 25 03 2008 85560022701 70 OrderContrmabion rcer parts Trenaisiinn Teel Customer hame Product ECS Return order d Senet Computers Schork Robert VKE AEST x14 e Change satus Export Caribe Appointment wranged gt gt WECM News Response Tire repair time Date of Carriage DIFS Code Kaap Malaria s TE DIES tor WEM ie os Service Type SP Service Type Customer gt Cancel V orkorder 29 paras Bringin Bring s Herr Co rment Reports Edi Reference Mumie gt gt Daig Print wiekorde CURRENT VIEW SPARES ORDER i Retresh page Order informatiez Delivery address I Compan p nmki AAA Col Address Kar Soursi 17 T 33100 Pacdesbonm Country Deut cchisngd Customer Phone Product Sparet order vlorkorder History iiu errs Material System History e invoice Search for Workorder Serial Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 61 124 In case of an ADEX Order you can see the return order number and also the order number with a click on material status Returned material details FUIITSU THE POSSIBILITIES ARE INFINITE Material Material number fet a 4r 2 Status Returned Description Date HDD an GB SATA 500 7 2K PADEAADSDOJO S2 27 03 2003 13 42 Order location Total price CustomsDuty LSF Order How ordered MIRO 1 73 53 EUR ii O Material Detai
40. proof from the customer together with the Work Order number to FUJITSU Service Partner Management to have the Adler Data Base updated for later approval of the FUJITSU Validation Center The WCM warranty commitment is stated to be preliminary and will be finalized by means of provided documentation by the FUJITSU Validation Centre after the repair is done Service Type is registered in ADLER data base and must be in warranty for self assiqned Calls Otherwise the Helpdesk needs to be called 1 1 5 ADEX Order If the SP orders less than 6 spare parts per Call and less than 2 pieces per order the order will automatically performed as ADEX order Advanced Exchange Order In this case an order and a return order will be created at the same time In contrary to the normal order process where an order is placed and later on a return order must be created additionally the ADEX process saves time paper work accounting effort and reduce the accrued liabilities of the SP The SP will not receive an invoice or credit note if the defective part is sent back within the deadlines for defect part returns stated in Chapter 5 2 1 1 of the Maintenance Logistics Manual https partners ts fujitsu com com service general service spares manual Documents F TS MaintenanceLogisticsManual EN pdf The only paperwork received is an invoice with amount of zero This allocation document is for information purposes and will not appear on the SP account If the
41. sent into repair Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout I WCM Field Service i Technical question i Ersin i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Workorder Detail Call Date 25 03 2009 Customer Fujitsu Siemens Computers GmbH i Response Time oO Service Type SP Door to door Additional Information SWAP ECS Condition 2 Sporadic Problem Description Display brilliance not acceptable Solution System exchanged Line items Labour Material number WTY FLATRATE Workorder 995002270148 Hame Kandziora Georg repair time Partner call number Product ECS YE8LO22326 20316 Date of Carriage DIFS Code Door to door SWAP Process Please take a note of both Serial Numbers for subsequent entry in WCM Action Symptom B System exchanged D Display video 3 Brightness contrast 1 System screen FUJITSU THE POSSIBILITIES ARE INFINITE Change status Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SNR YESL022326 Current Status RepairSuccessful i Claim Entry SNR named by customer at the Help Desk HO
42. service type ST during the call entry at the Help Desk was CRU initially FCO Type A1 describes the minor critical FCOs Unlike the FCO Type A the FCO Type A1 is ignored in case the service type is CRU In most countries the CRU process is enabled for the Help Desk only where the described logic above is fully supported in Support Assistant Only in some countries the Service Type CRU is enabled for WCM WEB self assigned claims 3 3 2 Different priority levels of FCO For countries where the Service Type CRU is enabled for WCM WEB self assigned claims the following section describes how this functionality is integrated into the WCM WEB claim handling workflow Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 28 124 3 3 2 1 FCO is of type A and the service type is CRU In case the FCO is of type A and the service type is CRU the claim will be rejected with the following reject reason CRU rejected FCO pending contact Help Desk In case multiple FCOs are identified for one Work Order and the types of the FCOs are different and there s one of the type A and the service type of the claim is CRU the Service Type CRU is rejected as well Po MM Workorder Detail reine i Field Service New Comment FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Overview Call Date Workorder Partner call number Current Status a oa 16 09 2009 i 995002281259 E
43. still valid and needs to be proceeded status can be reset with action continue Work Order handling which can be found as first menu item from the actions box of the right navigation bar continue workorder handling FUJITSU THE POSSIBILITIES ARE INFINITE Change status Change status to Continue OHandlinc m L Actinm A Continue Vvorkorder Handling t Print workorder Refresh page Revised status are listed in the Work Order history FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Eds Workorder Detail L Actions gt Field Service Repair started Update service type Technical question Call Date Workorder Partner call number Current Status 10 03 2009 995002270025 Open Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code i 12 03 2009 i Service Type SP E Service Type Customer Collect amp Return i Collect Return t Order parts t Change status Appointment arranged p Ersin i Translation Tool Schork Robert YKKR D4GBS 1c121 TOW Meus ee DIES for Wich t Cancel Morkorder t Mew Comment r Edit Reference Mumber gt gt Spares t Print vearkarder Reports Refresh page gt gt Settings Update Return Address CURRENT VIEW WORKORDER HISTORY MA ee Customer Workorder History gt Help Cl Detail Views Start Procedure Comment Call 10 03 2009 09 00 0
44. the forwarding SP is entered in the area Additional Information All Customer Data and the original Work Order number are transferred as well Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 118 124 ocreenshots from Forward Service Partner Repairer WCM WEB application FUIITSU THE E cce ARE INFINITE Em Home Support Logout RON Service Calls Assigned O Actions i Field Service Workorder SP Ret Serio 1 a i Technical question L Ersin Workorder Serial No Customer 7 Status i Translation Tool 995002281295 YKKRO411114 EE Computers 21 09 2009 0 Assigned 2E224 Requested 0 i gt Rejected 0 Assigned 1 gt Open 1 gt In Progress 37 Double Flatrate Calls 0 Awaiting Immediate Action 0 gt Repair successful 1 gt To claim error 0 gt Claim Workorder 50 a fEZdIAILII und SFL Additional Information Original Workorder 995002281294 Forwarded By EDW Wertrieb Information CD burning fails In case of Collect and Return Service a Pick Up and Return address can be defined additionally Thus the Service Partner can define his own subsidiary as pick up location and e g the customer site as return location during the assignment to the Forward Service Partner E new workorder Fujitsu Technology Solutions o 9 new workorder FUJITSU THE POSSIBILITIES ARE INFINITE Pick up address P
45. 0 Input Field for Good Part Return or additional used spares Order Ho Material number Total SOU4600657 OOOOOOOOONS40245 72 GoodPart MaterialHumber Materialnumber according to delivery note Mote If you leave the field Ordernumbier empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order No then the return willbe matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount Quit EX Finish return order FUIITSU POSSIBILITIES ARE INFINITE I 3800MAH i FUJ P261 O45 ww LILI IUNIO JL Lisi Lt a Ld l 1 Mar LI LI Order Ho Return Material number Input field for DoA WPIB and VyDel Complaint s Order Ho Material number Total SsOU460065 aooogggatpd ss39432 WPiIB VyTIel MaterialHumber Materialnumber according to delivery note Hote If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order Mo then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Matenal and its Amount Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 89 124 4 5 Keep material flag 4 5 1 Customer keeps material On line item please mark single spare parts kept by th
46. 0 Requested i i t Messages 10 03 2008 03 02 48 Open a i Customer Awaiting Immediate Action Continue 440 handling until 07 10 2009 Otherwise WO is cancelled Product 18 09 2009 11 48 54 ContinuevvoHandling Continue Workorder Handling with last Status ContinuevwioHandling Spares order 03 09 2009 18 03 21 Awvaitinglmmediate Action e WWorkorder History If the Service Partner does not reactivate the Work Order it is cancelled after 20 days With the reason Not processed by SP Work Orders cancelled in this way are recorded in action cancelled Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 102 124 5 Claiming and Invoicing After repair has been finished successfully call can be claimed For service calls with agreed performance the additional bonus as agreed in the Service Partner will be paid if the successful repair is confirmed within the agreed time Basic benchmark for performance is the customer satisfaction 5 1 Claiming amp Validation 5 1 1 Claiming After you have received the return order number from the system the Work Order may be claimed Please do not try to claim before the part return order is created for each part of this Work Order There are two ways to claim Work Orders for the following Invoicing Crediting 1 Starting from the Work Order Detail using Action Claim Work Order FUJITSU THE POSSIBILITIES ARE
47. 0 11 2011 Desk To Desk O VICERORUET A Work 20 11 2011 Door To Door O Work 20 11 2011 Door To Door O Material Return To Base O Material Return To Base L L Adler Response Response se ha Corm J Enter the Serial Mo Time D Bringin O Time Bringin O repair time o Material O repair time Material O L DIFS Decoder Service Type Collect amp Return Displays v Service Type Collect amp Return Displays v Enter the Serial No lv Enter DIFS Code Quit EN eee Eu o Eg rinisn O WCM Web Technical Support Fertig Local intranet zi If you need assistance for VVCM Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 49 124 3 5 Service Desk Approval process 3 5 1 Work Flow in WCM When a SP creates a Work Order the Service Desk Approval Process is induced if at least one of 4 business events applies 1 The SP is restricted on Help Desk Service Desk Work Orders 2 A repeated repair within a defined threshold is requested X day rule 3 The 3ra repair within 30 days appears 4 The repair cost of an asset exceeds a defined maximum threshold In general the sequence of actions is 1 The Service Partner opens a Work Order Request and one of the 4 business events mentioned above applies upon which the claim request is forwarded to the Service Desk WCM WEB displays this 2 The Service Desk makes a decision The WO can be re
48. 118 00 ELIR FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status ta To Claim Please enter the serialnumber of the defect asset Call Entry SNE Y KBLIOUT 134 HOTE defective SMR here Please enter the serialnumber of the new SWAP asset Replacement SMF HAFI YKeEUOO1 1354 The claim will move into Status ToClaim workorder to claim C Actions Claim WWorkorder Repair failed Update service type Repair successful Order parts Return order Keep Material Cancel YVorkorder New Comment Edit Reference Number Print workorder Refresh page _ Detail Views Call Messages Customer Product Spares order WYorkorder History System History Invoice _ Search for Workorder Serial Workorder Serial No C Adler Enter the Serial No Please double check the Serial Ma entered during call open is identical vith the Serial Ma of the defective customer system If not please enter In the status ToClaim the additional information with the swap remark disappears Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 41 124 FU ITSU THE POSSIBILITIES ARE INFINITE MEER Home Support Logout S WOM Workorder Detail Reset To claim i Field Service New Comment Technical question Call Date Workorder Partner call number Current Status
49. 75 gt WICK News Response Time 2 repair time 2 Date of Carriage gt DIFS for WEM m l Service Type SP Service Type Customer gt Spares e Brinaln Bringin Reports Lettings mn man Current Status ToClaim 3HMI4 DIFS Code Page 103 124 t Reset Tor Mew Corn t Edit Referi t Print work Refresh p k Messages t Customer t Product 7 ee omn After the part is received back physically the Work Order Status changes into ClaimMovedToVC and FUJITSU Validation Centre will verify the Call The Validation Centre VC proves the Call and has the possibility a Of accepting it Then the invoicing process can start b Of shortening it Then you have to confirm or comment as next action c Of rejecting it Then you have to confirm or comment as next action With rejection starts verification with the validation center The Service Partner and the VC can communicate via WCM WEB See 5 1 4 Rejected or revised Work Order Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool 5 1 2 Claim Error Page 104 124 If a Work Order is claimed while not all return orders have been posted in WCM you will receive a To Claim Error message In Work Order detail the current status ToClaimError appears In an information field the SP is informed about how much and which material numbers are not returned yet compared to the delive
50. BILITIES ARE INFINITE Material Material number Description Date Status old HDD 8038 SATA 300 7 28 SADC WDSOOJID S2 07 05 2009 14 30 Returned Order location Total price CustomsDuty LSF Order How ordered MIRO 1 73 53 EUR u u Material Details Return Type R46 Warranty CRU Return Materialnumber Limited Warranty Fit To Asset Return Humber os 1 26962 imited Warranty Duration Fit To ErrorCode Return Code Returnable Product Hierarchy HD gt 70 GB 80 GB Order information Deliwery address Order Ho 0004643961 Express Order Tracking Enter Order Number 5139832382 Shipment not shipped yet a139832882 ee ais In prog ress AWB not available not available Content 000010 38016179 1 Heatsink Assy Incl Fan And Pads To reprint the Part Return Form PEC Users check the order history for the related Return Order Number mark the displayed line and press the button pdf Order History Material No Order No Counter No or Reference 3 Orders Returns Any from 10 05 2012 45 Search 8139832882 L Only Open Orders to 10 05 2012 T Orders track Return Order 8139832882 Add Reference 995003815602 Allocca Customer Ref RA1204826 stm Counter Mo DEC8139832882 Markus Date 10 May 2012 Invoice No 70567 Stuttgart Fasanenhof Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 84 124 4 4 2 1 Return Code registration The Retur
51. Call nn u le 17 312 Accept Service Call cocotte ee 17 ANS A A c M 18 321 Gustonmer Address dit td gate 19 322 Error aesS criollo is 24 3 3 Field Change Order ulises 25 3 9 1 Different priority levels of FCO aiii id a qe estis 27 3 3 2 Different priority levels OF FOO oi iaa 27 3 3 2 1 FCO is of type A and the service type is CRU Lo cccoooococcconoooccnccononnnnnconnonnnnnonanononccnnnonnnnconanonnnnos 28 3 3 2 2 FCO is of type A1 and the service type is CRU oo cccnnoococcconcooccnccononnonconnonnnocononononccnnnonnnnconannnnnnos 30 3 3 2 3 FCO is of type A or A1 and the service type is not equal to CRU coooocconoccccoocccoonnnnoos 32 34 SWAP Process andando ERBEN u Pee dee dua 33 SE EME S eim e 33 3 4 2 PrOCOSS STOP met O 33 3 4 2 Work Order OOO euere 33 3422 ReplaceMeNn eara ernannten 33 3423 Eonfirmation of delecr SNR zu see 33 3424 To Glam the Work Order see 34 3 4 3 Exceptions where no Swap Data need to be provided sse 34 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 3 124 3 4 3 1 Desk to Desk Monitor Exchange in Germany oooocccoocccnoccccnocnnononononononononnnoononcononnnonnnnnonnnnnon canon 34 34 32 Forwarded Work O
52. EN WERMELSKIRCHEN Yes the customer is registered in the sanctioned parties list Rejected 32 No the customer is not registered in the sanctioned parties list Assigned 19 Windows Internet Explorer Open 20 gt In Progress 75 You have specified that the customer is in the Sanctioned Parties List You must not send information to this customer and you must not raise a Work Order Double Flatrate Calls 2 Awaiting Immediate Action 0 Repair successful 45 To claim error 5 Claim Workorder 49 Validation center 9 VC Revised Claims 5 VC Rejected Claims 4 If you proceed anyway please note that you act on your own responsibility This is an illegal act and may cause penalties against You and Your Company For more information please contact Georg sr Replied to Validation center 2 phone 4 1 20 email Georg Schmidt ts fujitsu com I Cancelled Closed Search for Workorder Serial Workorder Serial No O Adler http abgsal6a wcmw 995003125054 YSLZ158065 Technology 2011 Fujitsu Technology Solutions Imprint Privacy policy Terms of use Check this list If your customer is not in the list then confirm No customer is not registered in the warning list If your customer is in the list please contact the FUJITSU Export Control Mr Georg Schmidt phone 49 821 804 2481 e mail G
53. FUJITSU USER MANUAL WCM WEB Time Wo Pas Warranty Claim Management Pages 124 We accept your updates and proposals for the document with pleasure Please send per mail to WCM Support ts fujitsu com or Georg Kandziora ts fujitsu com Document History and Version Control Note The information contained in this document is the best available at the time this documents has been released and may be subject to change without prior notice documentname version date changes WCM WEB User manual E V2 0 2 0 final 23 10 2007 Heviewed Version V2 0 WCM WEB User manual E V2 1 2 1 final 03 12 07 New chapters 1 1 8 5 2 4 WCM WEB User manual E V2 2 2 2 final 07 02 08 New chapters 1 1 12 4 4 1 1 4 4 1 2 4 4 4 4 4 5 4 6 2 4 7 Changes in chapter 5 WCM WEB User manual E V2 3 2 3 final 07 03 08 New chapters 4 1 5 Changes in chapter 5 WCM WEB User manual E V2 31 2 3 1 final 20 04 08 Links and Naming updated WCM WEB User manual E V2 32 New chapters 4 1 1 3 4 1 1 4 Changes in chapter 4 4 5 4 4 7 4 6 5 5 2 2 WCM WEB User New chapter 4 1 5 manual E V2 32a WCM WEB User manual E V2 33 2 3 2 prel 28 10 2008 New chapter 1 2 Changes in chapters 4 4 7 4 6 WCM WEB User manual E V2 41 2 3 4 21 09 2009 New screenshots according to new branding Changes in Chapter 4 4 3 own stock 3 3 FCO Chapter 5 2 4 removed summary invoice WCM WEB User manual E V2 41 2 3 41 22 09 2009 Add Screenshot in Chapter 3 3 WCM WEB User manual E
54. H E E E E E i E t VC Rejected Claims 0 395002201226 i vkKJMOUSO011 Vollkammer Mike 31 08 2008 i AssignedF Co nM 995002281229 YsMTO18118 volkammer Mike 34 08 2008 Assigned is dam c 985002281240 YKJROOSS21 Yollkammer Mike 09 09 2009 AssignedFCO Sener pec 995002281242 YKJNOO2000 Vollkammer Mike 09 09 2009 AssignedFCO t Cancelled 995002291261 vkevunisos su Siemens 146 092009 AssignedFCO iu Computers GmbH i 995002251271 VKBYOO1 308 DA ad 16 08 2008 48 AssignedFCO Search tor Workorder Serial 995002291277 yKuNOn3o25 Metsu Siemens 18 09 2009 0 AssignedFCO Workorder Serial No E Computers GmbH E E _ Adler Entar da Cerial fils l ra This is helpful to get a first overview about all the existing Work Orders 7 2 2 Status in specific Work Order Within a Work Order Work Order detail the current status of this specific Call is also shown Fuji Home Suppart Logout THE POSSIBILITIES ARE INFINITE Xt P v WM Workorder Detail E Field Service Repair started Technical question Call Date Workorder Partner call number Current Status Update service type l Eum 11 08 2009 995002281151 OrderCanfirmatian Order parts Product ECS Customer Hame Return order i Translation Tool Ficus m i L Export CLE Sichork Robert YK9B1 48690 a4 Ft iare Stell E r Appointment arranged gt WC Mews Response Time repair time
55. ILITIES ARE INFINITE Home Support Logout Y WCM i Field Service i Technical question i Ersin i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports Settings gt gt Customer Help Workorder Detail Call Date Workorder 25 03 2009 i 995002270152 Customer Hame Vollkammer Mike Response Time repair time Service Type SP Collect amp Return Condition 1 Always during processing Problem Description C amp R ST f r SWAP Ger t Product YESG000796 Date of Carriage 26 03 2009 Service Type Customer Collect amp Return Symptom D Display Video 0 No picture power is on 1 System screen Partner call number Action Current Status Assigned ECS 1D018 DIFS Code 8 System exchanged indirect Accept workorder Reject workorder New Comment Edit Reference Number Print workorder Refresh page C Detail Views Call Messages Customer Product Spares order WYWorkorder History System History Invoice L Search for Workorder Serial VVorkorder Serial No C Adler Enter the Serial No Subsequently the Swap Flag will disappear from the claim The indication of the system exchange is no longer displayed in the additional information section Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Too
56. ILITIES ARE INFINITE Home Support Logout t Requested 07 Rejected 5 Assigned 12 t Open 17 VVorkorder Detail In Progress 56 CM Field Service Call Date Workorder Partner call number Current Status 10 03 2009 995002270025 AwvaitinglmmediateAction Customer Name Product ECS To claim error 17 jum SIEIENE EEE LIESS Schork Robert YKKRDD4589 1c121 Claim VWorkorder 71 Response Time repair time Date of Carriage 3 DIFS Code Validation center 41 12 03 2009 E WC Revised Claims 11 Service Type 5P Service Type Customer vC Rejected Claims 0 Calect amp Return j Calect amp Return Replied to Validation center 21 Claims accepted 3 Information Cancelled Attention Awaiting Immediate Action Continue 440 handling until 07 10 2009 Otherwise v is cancelled Technical question Ersin H Translation Tool Export 2 WCM Mews zz DIFS for wichi ee Spares Reports Settings Customer Closed gt gt Help t voice C Search for Workorder Serial Workorder Serial Ma Condition Symptom Action 1 Always during processing C Communication external IO 1 Explanation to customer 1 Not recognized 2 IRDA C Adler Problem Description Test Standard aber in Topupzeit FRS Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 101 124 If the Work Order is
57. If it is approved the status changes to HDApproved Subsequently if a Field Change Order applies the status moves into AssignedFCO or if not into AssignedAfterHDApproval Work Orders which are rejected or approved with changes are commented in the Service Desk Comment see screenshot below Spare part proposals and Error Codes may have changed during the approval To proceed with the Work Order the Service Partner has to accept the changes This is analog to the process in place for Field Change Orders assigned by WCM 5 rujirsu a Home Support Logout a ah a wou Workorder Detail E Actora Feld Service JARA l Tecimeal cuesti n tran f Tranwiatos Tos Spare part proposals confirmed or added by the Service Desk are preselected If the Service Partner selects additional spare parts this is transparently reported in the FTS WCM SAP system Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 53 124 accept workorder FUJITSU These Spares were etg owu iUi ine Call M i nal number Description Warranty LSF RET ECS FIA quan 4 HDD SAS 36GB 10K HOT PLUG 2 5 El Spare Parts Material number Warranty LSF RET ECS FIA quantity Mech parts misc 00039969 5 NCH HDD DUMMY MODULE SNP A3C400717538 34003342 BP INTERFACE SNP A3C40075803 CPU DUMMY ROHS SNP A3C400850382 R 3 5 3 2 Rejection by Service Desk If the Service Desk decides the Work O
58. If this check fails you will be notified about the reason Serial number can also be blocked if an open Work Order already exists or have been closed recently For these problems please contact the local FUJITSU Helpdesk 3 2 1 Customer address If the check is alright you have to enter the customer information next There are two possibilities 1 Customer already exists Search for the name if address already exists Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 20 124 new workorder FUjITS TEE POSSIBILITIES ARE INFINITE TRD SU ZU Search customer Customer It Company Surname First Hame Town Create new customer a new workorder FUJITSU THE POSSIBILITIES ARE INFINITE TED Sse 205 er Details Test 5A south s africa street 1 New Contact 12345 Pretoria Testmaser Tesi Bgm Ulrich Str 100 Ed Contact pies Contact 65193 Augsburg Fultsu Siemens Computers GmbH tesi Now a cara O Gladbecker Strate 7 Bi n Lonkact 40472 D sseldorf En a Pa a nn ad Select the customer and confirm with button lt Next gt If the customer s address changed it is possible to correct the addresses of customers created by partner 2 Customer is new does not exist so far Add a new address Tick Create new customer check box and click Next In the next window you have to enter all necessar
59. LL Ersin 25 03 2009 995002270160 ToClaim Edit Reference Number i Translation Tool Customer Hame Product ECS gt Print workorder E Export dr Siemens Computers T lt andziora Georg YK6UDO1154 3BWV24 Refresh page 5mm 1 gt gt WCM News Response Time repair time Date of Carriage DIFS Code b i _ Detail Views gt gt DIFS for CM A A S l H oO P3 Service Type SP Service Type Customer Call aes OnSite OnSite Messages gt gt Reports Customer D ee CURRENT VIEW CALL Product gt gt Customer gt Spares order gt gt Help i YVorkorder History Condition Symptom Action l System History 3 Under high Load B Board Ram internal IO 4 HW Repair with Spare I W Warning message detail in Invoice comments f Feeds C Search for Workorder Serial Problem Description Ds Problems with memory dump RAM exchanged Line Items Material Material number Total Order Ho RET Ho RET ReturnCode KeepMaterial 34005214 1 Material number Status Total price WTY FLATRATE OK 1 118 00 EUR 3 4 4 4 SWAP Example 4 Monitor was repaired not swapped Occasionally the customer wants to avoid an exchange of his defective monitor Being aware he gives up some service level he asks for repair of his defective unit According to this request the Help Desk opens the
60. Logout gt gt WCM User settings T VCH Hews DIFS for Wu User Information Support ID WeChMAccount a Edit account settings Edit field service display Edit lineitemz display Spares gt Reports Settings Company Salutation First Name User settings gt Customer Surname Department Em Phone Fax Mobile Email Language Companylogo change gt gt User Permissions WOohWYeb Supervisor Ho view workorder own location FUJITSU THE POSSIBILITIES ARE INFINITE User Information Salutation First Hame SUrname Department Phone Fax Mobile Email Language WCH Password Support ID new password repeat new password Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 65 124 Press Button NEXT FUIITSU THE POSSIBILITIES ARE INFINITE Websphere Password WebSpherelD Password Repeat password Other Users Surname First Hame Support ID WebSpherelD Sp rel Sascha a EM C Tester Test achork Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 66 124 4 1 5 2 Spares Services The Spare Parts Portal has been replaced by the Partner Entry Channel PEC in May 2012 The PEC User Manual is available at httos partners ts fujitsu com com service general service spares manual Pages default aspx PEC is reachable wit
61. Manual Warranty Claim Management Tool 5 1 4 Rejected or revised Work Order Double click on a rejected or revised Work Order FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout Wh Service Calls VC Rejected Claims VWorkorder SP Ref gt Field Service I m Serial No i Technical question la Ed Workorder SerialNo Customer gt Status gt Call Number gt l e l Fujitsu Siemens germ i Translation Tool 995002270044 YKLGDO2894 Compuare ombH 10 03 2009 E ClaimRejectedBy VC BB UCM News DIFS for Wut gt gt Spares Renata to open this claim with all the details The rejection message will be displayed FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout zo WC Workorder Detail Field Service Current Status ClaimRejectedBy v c ECS Workorder 995002270044 Hame i Technical question Call Date 10 03 2009 Customer Partner call number i Erzin t Translation Tool Product Fujitsu Siemens Computers GmbH Response Time iut Schork Robert YKLGDO2894 18121 BR Wu Mews DIFS for yc i repair time Date of Carriage DIFS Code Service Type Customer OnSite 24h performance Service Type SP gt gt Spares P OnSite 24h performance Reports Settings Information Validation Result WC Rejected Claim Cie Customer gt Help CURRENT VIEW VOCE Service Type Fujitsu Tech
62. NFINITE EEG Home Support Logout ICM Workorder Detail L Actions gt gt Field Service Reset To claim Technical question Call Date Workorder Partner call number Current Status et HE 25 03 2009 395002270148 ToClaim Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code M The corrected SNR Service Type SP Service Type Customer ic linked to tha Door ta door Door to door Vl 0 rk or d er t Edit Reference Number gt Ersin Print workorder Translation Tool Refresh page Kandziora Georg YEBLO22327 20316 VCH News gt GIFS for VM C Detail Views Call gt r Spare spares Messages rr Reports Setti SERI CURRENT VIEW CALL EEE Customer Spares order Workorder History System History t Invoice t Customer Additional Information SWAP Call Entry SHR vEBLOZ2326 The originally recorded Replacement SHR SWAP YEBL022271 SNR is stored to trace Information the actions on this This repair was fixed by exchange of the system unit Workorder gt gt Help L Search for Workorder Serial Workorder Serial No Condition Symptom Action 2 Sporadic i D Display Video B System exchanged 3 Brightness contrast i 1 System screen C Adler Enter the Serial No Problem Description Display brilliance not acceptable Solution Syst
63. NR is registered in the asset data base ADLER with a wrong Warranty Code i e different to FSP SWAP 3 4 2 1 Work Order open The WO is opened on the Call Entry SNR1 Based on the Call Entry SNR1 warranty record the Swap is taking place Even so the Call Entry SNR1 could turn out to be misspelled by the customer This requires an update in the workflow of the warranty claim 3 4 2 2 Replacement SNR2 is the Replacement SNR SWAP of the swapped asset The Replacement SNR2 is entered by the SP or repairer 3 4 2 3 Confirmation of defect SNR As mentioned previously after the repair is done a 3 SNR could take place This is the defect SNR which is identified by the Service Partner or Repair Center managing the swap stock If the defect SNR3 is different to the Claim Entry SNR1 the defect SNR3 overwrites the Call Entry SNR1 The Service Partner sends the correct defect SNR during the ToClaim Action in exchange for the original Call Entry SNR the customer communicated Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 34 124 3 4 2 4 To Claim the Work Order After the Call Entry SNR is confirmed and the Replacement SNR is entered in WCM the Work Order is claimed The exceptionally scenarios may apply see chapter 3 4 5 3 4 3 Exceptions where no Swap Data need to be provided Although the system is marked as swappable in the asset data there are some exceptions the Work Order is not process
64. ODUCER OWNER BASIC zn CLLD LJ ADD WAR INFO BW_no_BOM ololololo u u STANDARD hel Tore EXTENDED IE e ee ADD WAR INFO FSP SWAP fofofofafa adleradm Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 46 124 3 4 6 3 Warranty data after Swap After the Work Order is claimed and WCM transmitted the swap information to ADLER the warranty data in the asset are exchanged The replacement system takes over the warranty from the defect system and the defect system receives the zero warranty from Warranty Code FSP SWAP js E adlerv3 10 adler ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YEOLU22271 Garantie Service NE Tw AMILO Display L 31904 VEBLD2274 Produktfamilie YESL AMILO LL 31904 Sachnummer 8528381 K1284 V1 81 Gewicht Gramm Materialnummer 000000010500980072 Letzte Anderung 26 3 2009 Garantie Informatior st ckliste Komponentendetals Multipurpose F r Details bitte hier klicken Kanfigurationsdaten Pr t Infarmatian Pr fergebnisse Nerkslieferdatum 28 10 2008 Einsatedaturn 28 11 2008 Lieferdaten Historie Einsatzdatum Gesamtanscht Kunden Garantie Service Leistungen Weitere Services Historie Code FSP GN3DDODSTDWID YE Country Controling Beschreibung 3 Jahre Door to Door Austauschservice 5x3 gilt in Europa Afrika und Naher Osten Administration Area E FSC Limited Warra
65. Reports Customer Settings Do CURRENT VIEW CALL ME 5007004 Please acknowledge The Service Type is reduced to handlings fee Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 120 124 7 Annex 7 1 Error Message In WCM following Error Messages may occur if entries are not accepted Da Reject Text in WCM WEB Explanation No l 90 day rule Call information forwarded too late 90 day rule 7 days rule Serial no was already claimed recently Double WO WO for this Serial no already opened Missing Qualification of SP MEM SS S S 2 2I I Q 2 I LL 5 FCO not accepted by SP _ 4 0 6 WO not accepted by SP JL j JJ 7 OoW coustomerrefusesrepairfee gt gt gt 8 OutofWarranty OoW 0 9 Spare part asset mismatch Sparepartdoesnotfittothis asset DO 11 Customer cancellation doo 12 Wrong ADLER data no proof provided gt SSS 13 No ADLER data no proof provided SSS 14 Customer Self Inflicted o o 18_ WO was claimed too late ss CN Correction needed 7 2 Service Call Status At three different places in the WCM WEB Screens status arise which are explained here in detail to avoid misunderstandings and to ease the distinction when talking about any status 7 2 1 Service Call Status 1 Level In WCM WEB on Level Field Service Servi
66. Return Tocustomer 13 07 2011 Desk To Desk Tocustomer 13 07 2011 Desk To Desk Work 13 07 2011 Door To Door Work 13 07 2011 Door To Door Material 13 07 2011 Return To Base Material 13 07 2011 Return To Base Response Time Response 24 Bringln Time 24 Bringl BR Precondition for repair time 0 Material repair time 0 Mate ris NT express fee Service Type OnSite Service Type Onsite reim b ursement Is a SLA of 24h is required and was Bor 1 1 fulfilled of Vertrauensw rdige Sites Gesch tzter Modus Inaktiv Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 56 124 e new workorder Fujitsu Techn gt FUJITSU THE POSSIBILITIES ARE INFINITE new workorder YKDTO0O353Z2 E Options Delivery Comment urgent In defined countries the delivery type urgent triggers express delivery Hence EIER gr express charges are invoiced by UHREN e FUJITSU Maintenance Logistics Customer Delivery address e free address i d Where would you like the spare parts to be deliverea A a You selected the following spares Material number Description Entry Date Total HDD 180GB SATA 300 7 2K SON WDC WD41800AAJS MIRO Set allto MIRO FUIITSU FEE FRANELA TILA AUR PEPE Home Suppor Logout Workorder Detail Chane Call fate Weakorder Partner call numer Current Eatun P are Comme 15 09 2008 in dod26 1264 loc
67. SP does not send back the defective part within the deadlines for part returns stated in the Maintenance Logistics Manual a normal invoice will be created after that time If the faulty part is returned after the deadline period a partial credit is granted still and a credit note will be issued For the valid terms and conditions please refer to the Maintenance Logistics Manual If no return takes place after the maximum return period defined in the Maintenance Logistics Manual is exceeded the return order will be cancelled The Return Code CAN90 will be transferred to WCM Therewith the claim will be forwarded to agree on the Service flat rate in the Validation Centre Afterwards return orders can only for special cases be winded up by Spares Return Clearing department 1 1 6 Ship only order If more than the number of spare parts mentioned in the previous chapter are ordered per Call the order is automatically a ship only order Invoices will be created at the day of delivery For each material N and R parts in WCM WEB return orders can be created within 30 days after the repair start date including order number ordered material and returned material number To insure full material credit is granted it is recommended to acknowledge the regional deadlines for part returns which may be shorter than 30 days Please refer to the deadlines mentioned in previous chapter Service Operations Issue June 2012 WCM WEB User Manual Warranty Cla
68. Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 45 124 3 4 6 2 SWAP Pool inventor Units in the spare part stock repaired or new material ready for exchange are recorded in ADLER with Zero Warranty These assets also carry the SWAP Flag adler adler v3 10 ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YEGLO22271 Warranty Service SELECT Type AMILO Display L 3190W er Family code YEBL AMILO LL 3190W Part number 526361 K1284 V181 weight gram Material number 0000001 0600980072 Last update 39 2009 warranty information partlist component details multipurpose for details click here configuration data a Factory delivery date 10123 2008 Date offirstuse 11 28 2008 delivery data history first use date e ps view Customer warranty service AQAA Services history FoP ANAP amp Multipurpose Microsoft Internet Explorer country controlling FSPSWAP l administration Warranty area not valid reports D AAA Productliability data Reaction time hy Repair time h D warranty days WD warranty time A YE8L022271 Multipurpose Flag Datum Ersteller SWAF 2008 03 17 ladleradm gt ON SITE TRANSPORT TRANSPORT LABOUR MATERIAL From customer To customer Detail information in months history warranty Code OS FC TC LA MA PR
69. Started t Update service type Translation Tool Customer Name E Product ECS Repair successful i Melanie likor YESDO001 09 10115 t Order parts ED Response Time 2 repair time E Date of Carriage DIFS Code r Return order ICh Mews t Change status gt gt DIFS for Walch Service Type SP Service Type Customer Appointment arranged gt Spares Door to door d Keep Material gt Reports Cancel Wiorkorder Settings a E Mew Comment gt gt Customer Edit Reference Number Help Condition Symptom Action Print weorkorder Refresh page 1 Always during processing D Display Video 5 System exchanged indirect 1 Interference streak flicker LC Detail Views Call order parts Messages t Customer Product t Spares order York rder History Spare Parts System History Material number Warranty LSF RET ECS FTA quantity Invoice manual selection FUIITSU THE POSSIBILITIES ARE INFINITE Search for Workorder Serial I Y Change List Workorder Y Serial No Manual input of spare part information Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 64 124 4 1 5 Single Login to Partner Entry Channel PEC 4 1 5 1 User settings To use the single login option for PEC the user settings have to be completed by the PEC account data of the Service Partner FUJITSU THE POSSIBILITIES ARE INFINITE Home Support
70. TE Page 38 124 Claim WWorkorder Repair failed Update service type Repair successful Order parts Return order Keep Material Cancel Yorkorder New Comment Edit Reference Number Print workorder Refresh page Detail Views Call Messages Customer Product Spares order workorder to claim Please double check the Serial No entered during call open is identical with the Serial No of the defective customer system If not please enter defective SNR here As the Serial Number the Help Desk recorded from the customer call differs from the actual defect unit the Service Partner corrects the entry The corrected Entry SNR and the Replacement SNR are recorded FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status ta Ta Claim Please enter the serialnumber of the defect asset Call Entry SAF YEBLO22327 NS HOTE workorder to claim Please double check the Serial No entered during call open is identical with the Serial Ma of the defective customer system If not please enter defective SME here Please enter the serialnumber of the new SWAP asset Replacement SMF 5442 PT YESLU22271 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 39 124 After the correct data entry in WCM the Work Order is processed with the actual defect system SNR WCM WEB FUJITSU THE POSSIBILITIES ARE I
71. TOO1 708 Replacement SHR SWAP Y KBTODT 714 Help Information This repair was fixed by exchange af the system unit O Search for Workorder Serial Workorder Serial Ma Condition Symptom Action 3 Under high Load B Board Ram internal la 4 Hi Repair with Spare 1 Error message y 1 CPU Adler Problem Description Bad performance under high load Solution Fixed by exchange of blade Line Items Material Material number Total Status Order Ho RET ReturnCode KeepMaterial 36006712 1 Proposed 5004649001 L Confirmed BOO4649001 38005712 1 E E 38006712 1 Despatched 5004649001 8137126823 u 1 LI 30006712 Labour Material number Status Total price Returned 5004649001 6137126023 3 4 4 2 SWAP Example 2 SNR of defect unit was captured incorrectly For the process it is very important the defect serial number is recorded correctly Claiming the Work Order first of all the Serial Number of the defective System is to be confirmed In case the Serial Number the Help Desk recorded from the customer call differs from the actual defect unit it needs to be corrected now WCM permits to correct the SNR in the ToClaim action entry The overwritten Claim Entry SNR is stored in a text field in order to trace the sequence of events in this Work Order Example SNR1 YE8L022326 claimed by customer SNR2 YE8L022271 shipped as replacement system from Swap Stock SNR3 YE8L022327 actually
72. V2 41 29 10 2009 New chapter 3 4 SWAP process WCM WEB User manual E V2 42 29 10 2009 Changes in Chapter 5 1 2 Claim Error details are displayed WCM WEB User manual E V2 42 11 01 2010 Chapter enumeration corrected WCM WEB User manual E V2 42 07 03 2011 New chapter 3 5 Service Desk Approval process WCM WEB User manual E V2 42 2 6 07 03 2011 Changes in chapter 4 6 2 Workaround for DOA after repair finished WCM WEB User manual E V2 42 11 03 2011 Editorial change on screenshots WCM WEB User manual E V2 42 2 6 22 03 2011 Update of return order handling and related deadlines 1 1 5 1 1 6 1 1 7 Bulk Order 1 1 10 Legacy application WST removed 2 0 Export Control Contact updated 3 2 1 Available delivery priorities updated 4 1 5 Print out of part return form 4 4 1 1 4 4 1 2 4 6 Workaround for DOA after repair finished 4 4 5 Return Order creation in between 30 days 4 6 2 update DOA process for closed WO s 5 1 5 Export file update WCM WEB User manual E V2 43 2 6 1 10 05 2012 Update with screenshots for new spare parts portal PEC 4 2 4 6 2nd Flat Rate Process changed 4 2 3 Order number required at DOA returns 4 6 1 Delivery note of the replacing delivery to use as PRF 4 6 2 2 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 2 124 CONTENT le UINERODUGEION Sac ii oid ue Lou dM EM ea el 5 1 1 B SIEINIOrMaAUON err ie 5 LLL U
73. am Edi Kaferenge Number Custer Harmin Product EES e Prii weartpender Fujita Sapna Compulir mit Response Time regar reme Date of Carriage CaF amp C ode 24 D Service Type Service Type Customer Cal Onde 24h performance Orte 2g pertormacce r n e Diria Te chars E Quit Fertig Kandrena Georg YEDTDOMENS AHP Refresh page m a peu E LL LI e Dual CURRENT VV CALL 5 Prod Spares order ECS ken Henry Condition 5ympiom i Sysherm Haly el Zac Herdeex After the Work Order was resis 2 eme fier i THE 1Ha claimed Express Charges are registered in a separate E O Search tor Workorder Serial HDD nar Bred bei performanos line Item In the Work Order i Woriceder Serial Ha details as SERVice material Pr Desc L piton i Scd Don FE gp Line Ier lateral historial urbes Total 34005878 1 Proposed 34005079 1 Confirmed ERWIN 1 Con frre BETEN 1 Ewturmed AT 1 Returns Labour DASH VE FLATRATE i I Tes 67 DUR Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 57 124 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout L7 c Field Service Overview Call Date Detail Views Current Status Workorder Partner call number Technical question ie Ersin 16 09 2009 905002281264 ClaimAccept
74. anation to customer Sporadic Communication external IU Clock timer He adjust cabling Under high Load Display Video Ship customer replaceable unit During mechanical adjustment movement Removable drives changer Hw Repair with Spare During start up General Hw Hepair wo Spare During switch off Hard disk System exchanged During Standby mode Input device Hw Riepair and infa to Partner During CanfiguratienzInstallation Man technical Sw Reload Environment Vibration Power Chassis 5 Update Environment Cold Disk array RAID BIOS firmware update Environment Hot Software 15 Driver Update Environment Wet Environment Dusty After Hw upgrade After Sw Drver 5 update Damaged dropped Not Applicable unknown Connector AGP Other an system board Sound Audio Security Virus removed Operating System reinstallation Connector Jumper re fitting Customer Application support Modification requested by manufacturer Defective Spare L ast estimate Heturn to customer without Repair Modification requested by Servicepartner Forwarded external Forwarded internal other T KT TTA TTL EO a D w a nn en Pa 00 3 12 4 T50 1mM0O 0D p X ron Mom A w No function recognizable Error message Driver problem detail in comments Warning message detail in comments 0 D M Mechanical problem wy
75. aterial details FUJITSU THE POSSIBILITIES ARE INFINITE Material Material number Description Date Status old HDD 8038 SATA 300 7 28 SADC WDSOOJID S2 07 05 2009 14 30 Returned Order location Total price CustomsDuty LSF Order How ordered MIRO 1 73 53 EUR u u Material Details Return Type R46 Warranty CRU Return Materialnumber Limited Warranty Fit To Asset Return Humber os 1 26962 imited Warranty Duration Fit To ErrorCode Return Code Product Hierarchy HD gt 70 GB 80 GB Returnable Order information Deliwery address Order Ho 0004643961 Express Click on the return number and you will be transmitted into PEC Here you can print the PRF form for sending back the defective parts see chapter 4 4 2 The part return form is available for printing up to 10 days 4 4 2 Physical part return For the physical part return it is necessary to enclose the PRF Form which must be printed out of PEC Clicking on the return order number as described in chapter 4 4 1 you will be routed to PEC to section order overview in the order tracking function as shown in second screenshot Screen PEC Please have in mind this functionality is only available if initial settings in your Service Partner Profile have been maintained accordingly See chapter 2 1 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 83 124 material details FUIITSU THE POSSI
76. ations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 63 124 4 1 3 Ordering High availability parts 4h Service Packs 4 1 3 1 Ordering For high availability contracts e g 4h Service Packs WO has to be opened in WCM WEB as well However it is not yet possible to order spare parts in WCM Please order these parts as Own stock Service Partners with additional agreement High Availability Service can choose additional delivery options High Availability Courier or High Availability Pickup in PEC In Field high availability Freezing contract number you have to select the Serial Number 4 1 3 2 Parts Return Processing the claim WCM checks if all ordered material was returned to claim check chapter 5 1 2 For the high availability spare parts ordered the keep material flag chapter 4 5 has to be set This is a workaround until the high availability orders are integrated in WCM 4 1 4 Belated additional ordering As long as a Work Order has the Status In Progress it is always possible to order additional material When opened the Work Order Details you can order again with clicking on Order parts at Actions section FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout zen Workorder Detail Leite gt Field Service Repair started Technical question Call Date Workorder Partner call number Current Status K Repa tell MESI 09 03 2009 i 985002270018 E Repair
77. ave no permission to repair the mentioned asset Therefore you receive this error message and are not able to create a workorder In order to help your customer as quickly as possible please contact your local Helpdesk to get a Wi opened and assigned to a Service Partner who has got the repair scope for the asset in question If you wish the settings to be changed please contact your Country Manager Your Country Manager can update your repair scope assignments if this is needed gt Frequently Asked Questions t Manuals Did this entry help You Tes No want ta cantact VyChN Suppart If the answer was not sufficient try another keyword or contact the WCM Support by pressing the line No want to contact WCM Support Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 11 124 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout gt gt VVC Contact WCM Support ys WICH Hewa DIFS for Vw Contact Form Ernail Text Dear WEM Team according to the local FTS Service Manager the repair scope was adjusted already However still have problems to open a call for Amilo Notebook Details ple find attached gt Spares gt Reports Settings gt Customer x Help Best regards bas Frequently Asked Guestions l Test User i Manuals e Upload Hame Company Fax WCM Support will answer on the e mail account you entered in the first line
78. case of mismatch between delivery date of ADLER and customer purchase documents the Service Partner may enter the delivery date as proven by customer s delivery note and verify spare parts warranty accordingly For parts out of warranty or for parts with limited warranty time where no updated delivery date has been set the error warning Material is out of limited warranty is displayed 1 1 9 Part Return in Partner Entry Channel PEC To grant the material credit for warranty Calls the Work Order number is mandatory The corresponding order data has to be entered consistently l e Work Order number serial number and order number of corresponding material have to be conforming to data in WCM 1 1 10 Standard Orders in the Partner Entry Channel PEC If Standard orders are executed in PEC the return order has to be created in WCM WEB or PEC with declaration of order number ordered material number and returned material number The same return deadlines and conditions apply as outlined for ship only orders in 1 1 6 1 1 11 Orders for 4h Service Packs Service Partners with additional agreement High Availability Service can choose additional delivery options High Availability Courier or High Availability Pickup in PEC 1 1 12 Data Consistencies of Related Systems In order to ensure consistency of data available in PEC and WCM WEB data are provided from MIRO and WCM as input to a FUJITSU internal Data Comparison Tool Focus of analy
79. ce Calls are grouped into Status which are shown there on the right side Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 121 124 FUIITSU THE PESSIBILITIES ARE INFINITE Home Support Logout WEN oervice Calls Assigned L etis ie Fi i Mew service call Held Service Workorderssp ret seine DJ d NN Technical question E Workorder z SerialNo Customer Status gt Call Humber z ff Status Translation Tool 385002281168 DNAAODIDOL Pee aci 21 08 2009 0 AssignedFCO t Requested 2 ee Rejected 9 Export Fujitsu Siemens E i P 985002281170 YKJNOOSO21 Cater GIAN 21 08 2008 n AssignedF CO Assigned 15 DIFS for WCM 385002281202 VB2K013004 0 25082008 48 AssignedFCO pen ct ms di n E In Progress 587 ASS 385002281205 YKJRODIDID Desde 25 08 2009 AssignedFCO Double Flatrate Calls 1 Reports Fuiitsu Si Awaiting Immediate Action 0 SE 935002251196 vBBCcninnoi Meu Siemens 25 08 2009 AssignedFCO Settings Computers GmbH i Repair successful 29 Customer 995002261201 VB2KD13003 A 25 08 2009 AssignedFCO To claim error 17 Help Fujitsu Siemens m Claim Workorder 72 985002281212 YK2KOD1008 Computers GmbH 26 08 2008 AssignedFCO Yalldation center 42 995002291211 vwaK pinp4 Pitsu Siemens 26 08 2009 t AssignedFCO Vc Revised Claims 1 Computers Gmb
80. ce Marice gt Reports Edi Reference MITON Settings CURRENT VIEW CALL U een 2 Hed Condition ST pel oer Action ways during processing 5 Board Ram J interred IO 4 Hei Fepair with Spare C Detail Views J Mo Tunicti n era Cn Confirmation Product Warranty Return Delivery Address Fujitsu Spares Supply Center Rampe 17 18 Erfurter H he 8 99610 S mmerda Germany TUNER Customer Nr 0011 20 Return Order Nr 8134353898 Customer RMA Nr DEC8134353898 a GmbH Germany User Webservice WCM Phone 49 0 1805 002 i Fax 49 0 3634 330 nmn E mail spares tfujiisu siemens cam Service Partner Claim Your Reference TestRob di Heference recorded in Additional 995001400007 ac WCM WEB by Service Identity Nr YBCM234345 Partner Defect Type Material Nr Part Nr Quantity Credit Price Description 88031660 WDC WD800BB 15T 78 97 EUR HDD 80GB ATA 7 2K Total Credit VAT not included 78 97 EUR Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 88 124 4 4 7 Fill return mask in WCM WEB The data for return orders in complaint processes or good part return are prefilled after selecting the return option Example for details see 4 6 below FU TTSU THE POSSIBILITIES ARE INFINITE return order BT 2MD BATTERY LIMIT BELL 3500124 H9 FUJ CPS61 945 2 Pee eee RO Order Ho Return Material number S0045600657 000000000 0s 5053952
81. cellation of Work Order You are able to cancel the Work Order until status To Call Use button Cancel Work Order on Action list If material has been ordered please return it as good part return before you cancel the Work Order Material based on ADEX related orders please return by using the prepared Part Return Form on which you note unused Actions Repair started t Update service type t Order parts k Return order t Change status Appointment arranged k New Comment Edit Reference Number k Print weorkorder k Refresh page In the following window you have to choose a reason for cancellation and enter a description cancel workorder FUJITSU THE POSSIBILITIES ARE INFINITE Cancel WO Please enter the reason for canceling this WWorkorder Please select Only for Testcases End customer cancelatian FCO not accepted by SP WO nat accepted by SP Out of warranty customer refuses repair fee 4 4 Returning Spare Parts 4 4 1 Return order advise Before sending parts back to FUJITSU Warehouse in S mmerda you have to advise the return in WCM 4 4 1 1 ADEX Orders In case of ADEX order return order is already created The part return form is printed and shipped with the ordered spare part Regarding the physical return process please keep in mind the differentiation between RET RP parts and N parts e R parts WCM code is RET have to be returned to FUJITSU N parts have only to be
82. changed C BlOS fimware update Accu Board Ram intemal lO C Communication extemal lO Display Video During mechanical adjustment movement Removable drives changer During start up 3 General During switch off During Standby mode Input device During Configuration Installation Non technical Environment Vibration Power Chassis Environment Cold Disk array RAID Environment H 5 Software 05 Environment VW Sound Audio Environment Dusty Security Mter HW upgrade After SW Driver OS update Damaged dropped Not Applicable unknown Ma function audible detectable Hard disk is not recognized Noise 7 Vibration M RM rar sarro f LRL Re 3 4 5 amp 7 8 9 B C D E F G X No spare part shall be ordered in WCM WEB Not from Own Stock nor from MIRO After the Help Desk approved the Work Order a DOA complaint order can be opened for the original ADEX order 8006226945 in PEC Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 94 124 Enter the Order Number in the navigation area Spare Parts select the displayed line and click on the material line displayed below Select Complaint DOA and enter the Serial Number of the repair asset 9 5pare Parts Search Material Order 8006226945 search Return amp Order Return Order 8006728878 For illustration only Screenshot does not match wit
83. credited automatically The invoice in paper format is sent by mail to the Service Partner Additionally the pdf file and a text file with all Work Order details are sent to the Service Partner for his internal usage The documents for point 1 and point 2 are similar They only distinguish by the header Below chapter5 2 3 please find an example of an invoice in the credit like process prepared monthly The partner reference is added to the detail documents for both invoices and invoice proposals in the line items menu The FUJITSU description Product related service costs for labour is changed to Labour Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 113 124 5 2 3 Documents This is an example of a monthly prepared invoice in the Credit like self invoice process Sender Fujitsu Technology Solutions S L Fujitsu TS Spain ES82 Serv AV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS SPAIN VAT ID ESB82441908 Vendor Mr Service Provider Fujitsu Technology Solutions L Fujitsu TS Spain ES82 Serv BV DE BRUSELAS 13 ED AMERICA 28108 ALCOBENDAS SPAIN No invoice UNIT Avenida de Bruselas 13 28100Alcobendss Madrid SPAIN VAT 1D ESBB2441508 Invoice Proposal ORIGINAL Proposal Invoice date 28 05 2009 Proposal Invoice Nr 0000002000012458 Grouping Number 000000000000053931 Supply Date See Attachment
84. ct defect spare part wrong part in box wrong part delivered wrong spare part proposed wrong serial number else unsuccessful repair Problem Description new workorder a YRIWO 14289 1 E Solution test test test After entering an explanation and pressing Next the status changes into HDApproval Pending FUJITSU Home Support Logout WCM Workorder Detail i Field Service Overview i Technical question Call Date Workorder i Ersin 11 02 2011 995003125041 Customer Name Fujitsu Technology Solutions Kandziora Georg Response Time i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM gt Spares co oci vice Desk Approval Pending Settings Reason Repeated Repair gt gt Customer else unsuccessful repai Help repair time Service Type SP OnSite Service Partner Explanation CURRENT VIEW CALL MS Partner call number Product YK7W014281 Date of Carriage Service Type Customer OnSite e first repair didnt fix the problem We have sent a specialist ecCurrent Status isHDApprovalPending 2H114 DIFS Code New Comment gt Print workorder Refresh page C Detail Views Call Messages Customer Product Spares order Workorder History System History Invoice _ Search for Workorder Serial Workorder Serial No Symptom Action H Hard disk 4 HW Repair with Spa
85. dlines mentioned in previous chapter The repair start date will be considered If no start date is available yet the Work Order Call Date is retrieved If a defined threshold is exceeded currently 30 days the MIRO Warranty check result is negative and a new warning message appears in PEC WCM Error Work Order older than 30 days No return order allowed 1 value set April 2011 return order FUJITSU THE POSSIBILITIES ARE INFINITE Returnorder The return period for the material has expired To proceed please choose option Keep Material 4 4 6 Claim Reference on Part Return Form The partner internal call number text recorded by the Service Partner as Claim Reference is displayed on the Part Return Form for all Product Warranty Returns Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 87 124 FU ITSU rad Bose ARE OPE Home Support Logout CM Workorder Detail 21 Field Senate T i i Chair Vinia Pechrecal question Call Date Workorder Partner call numas Current Status Rapar fa m Ersin 2402 2008 ET Terthob epar Success fu gt Updale servico hype Transiation Tool Customer Hanna ile ES Repair successu KA TECLAS rder paris Expert Response Tire repair tire Date of Carriage DS Code R tum ardes gt WOM New ta 0 Keep 3 DFS for AM Service Type SP Service Type Customer Cancel Worker M Spare OnSle 48h pertionmanca Cris 28h performan
86. e 24h performance Translation Tool Ea Detail Views Call t Messages Customer r Product Spares order ve Spares Reports z a Serice Desk Approval Pending Settings Reason Cost Maximum exceeded Workorder History Customer Costly repair history help desk involved System History Help Invoice CURRENT VIEW CALL iil Search for Workorder Serial Condition Symptom Action Workorder Serial No 2 Sporadic H Hard disk 4 HW Repair with Spare 2 Noise Vibration 4 Hard disk internal i C Adler Enter the Serial No Problem Description hard disk wery noisy Line Items Material Material number Total Status Order No RET No RET ReturnCode KeepMaterial Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 52 124 3 5 2 4 1 Repair Cost Threshold for Service Desk claims Not only calls the service partners open in WCM as well Work Orders opened by the Service Desk in Support Assistant are enhanced by detailed information about the cost situation if a certain threshold is exceeded to create awareness for assets with costly repair history or expensive material proposals generated by the current Work Order Request However these Work Orders are assigned to the SP in WCM WEB as usual 3 5 3 Decision by Service Desk 3 5 3 1 Approval by Service Desk The WO can be rejected or approved In WCM the status changes accordingly
87. e Type SP Onsite with preclarif 38h perf Condition 1 Always during processing Total Status Proposed Proposed Proposed Proposed Confirmed Contirmed Confirmed Confirmed Despatched Despatched Despatched Despatched Returned Fet ered Te he eh he a he he he he he a 0 ce Workorder 995002135562 Hame repair time Partner call number Product 77010144 Date of Carriage Current Status ToClaim ECS 162 4 DIFS Code Service Type Customer OnSite with preclarif 48h perf Action 4 HA Repair with Spare Symptom G General 2 Vill not switch on LED not lit M Other Order Ho RET Ho RET 80048184289 e 2004803728 2004796314 2004787442 NE 8004818428 al 3004803728 2004796314 2004787442 E 30048184293 8137341894 O 8004803728 8137323921 8004795314 8137314580 DFC 6004767442 8137303372 orc 5004518429 8137341891 GOOD Sodann Te 4 Saya a wl Reset Ta claim t Mew Comment Edit Reference Number Print weorkorder Refresh page L Detail Views Call t Messages x Customer Product Spares order Y orkorder History t System History e Invoice ReturnCode KeepMaterial JLIEJEIEIJEIEIETIEJETIEIETETLEI Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 86 124 4 4 3 Return orders in case of alternative material taken from own stock The material number in the spa
88. e a previous delivery on ADEX order 93 4 6 2 2 Part Warranty DOA Complaint Order to replace a previous delivery on Standard Order 96 4 6 3 Wrong part in box WPIB sssssseeeeeennnennnnen nennen nennen nennen nennen nnns innen siens nenas 97 4 6 4 Wrong delivery WD lore del 98 40 9 GOOG Parn FOU NEN teo A O E 99 4 6 5 1 Good part return order for RET and N parts sse 99 4 6 5 2 How to return unused parts Overview ssssssssseseseeeeneee nennen enne nennen nennen 100 47 Central Work Order MORMON aseo sects cete eee Coe eek oe ct eek ce CoL eek ae ab Ec Hb ooo cate ER EER ER EE ERRR ERE ohne aa aaia 100 5 CE AIMING ANDINVOICIN unse 102 5 1 Glaiming amp Valldallolixssssssecese tec HedE oe e init ED e Pee ar DD PE ERUE DE P ERE eiserne 102 mm MG nort UP DLE 102 9 1 2 Glam EMON cue odo deed dui aie en ttn tuni qnaai uitam samuel 104 5 1 3 Validation proce T E LL ae 105 51 4 Hejected or revised Work Order ame ee ee ee Rss c De pue dace 106 5 1 5 WO History on export file ssssssssseseeeeeeeeneeen nne nnne nnne nennen nenne nennen nnns nennen nnns 108 5 2 INVOCA a 111 52T A A 111 922 Methods 5 Eb SEE Bee 112 9 23 DOCHITIGDIS ae iunio alise ae min NN Aenean ire ear ca Mt dar Dore camisa e er Re ny en ena are to DB eater ne 113 5 2 4 Commercial Invoice standard normal invoice process cooooooccco
89. e customer FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM i Field Service Workorder Detail gt Repair started Call Date Workorder Partner call number Current Status Update service type 19 03 2009 995002270114 SparesinDelivery Order parts Customer Name Product ECS gt Return order Fujitsu Siemens Computers gt Change status GmbH y Response Time repair time Date of Carriage DIFS Code i Technical question i Ersin i Translation Tool le Export Kandziora Georg YK6T001720 38114 gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt Settings gt gt Customer gt gt Help Keep Material Service Type SP Service Type Customer Cancel Yorkorder OnSite OnSite New Comment Edit Reference Number Print workorder CURRENT VIEW CALL Refresh page Additional Information SWAP SWAP Process Please take a note of both Serial Humbers for subsequent entry in WCM O Detail Views ons Call Messages p male Fujitsu techno 0 keep material Customer Product Spares order Workorder History System History Invoice FUJITSU THE POSSIBILITIES ARE INFINITE ES ordered spzres Description Material number Total Order Location v A SERVER BLADE MASTER BX630 52 000000000038006712 1 FSC MIRO Don t use Keep Material Flag for TopUp Services incl
90. e little box in front of the description a normal warranty return order is created Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 100 124 4 6 5 2 How to return unused parts Overview Please acknowledge the process for ADEX orders and NV Parts differs from the process described above Order type was ADEX Return order already exists Please note unused written manually on the Part Return Form and return it with the part to the FUJITSU Spares Return Center Order type was NORMAL STANDARD order Part is returnable The returned parts must be in their original packaging or the ESD packaging must be originally sealed Use function Good Part Return in WCM Part is non returnable N Part are non returnable parts Unused parts should be returned if they are in original packaging or the ESD packaging is originally sealed Use function Good Part Return in WCM NV Part MIRO is not accepting Good Part Return for NV Parts For further details see Maintenance Logistics Manual at http partners ts fujitsu com com service general service spares manual 4 7 Central Work Order monitoring Work Orders where no material has been ordered yet and no repair started flag has been set within the last 90 days will be moved into a new status Awaiting immediate action and the Service Partner gets an info message 4 6 5 2 How to return unused parts Overview C Status FUJITSU THE PESSIB
91. ecorded onto it The FUJITSU Spares Clearing Department in S mmerda will check if the warranty for the asset serial number is valid still and create a warranty return order for the DOA part in MIRO The comment the SP noted on the delivery paper DOA for order 8000123456 will be entered into the return order as reference If in the course of the 2 repair due to the defective spare part another warranty reimbursement for travel cost is claimed please open a new Workorder using the Action 0 in the Error Code without ordering spare parts Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 97 124 4 6 3 Wrong part in box WPIB return order FUIITSU THE POSSIBILITIES ARE INFINITE Description Material number Total Order Location HOD 12068 SATAMOB 3 4K SEAGATE SOGTETO 90891 AS DOO DO DOOCOSS3 7843 Order Ho Return Matertal number 000000000088037843 Input field for DoA WPiB and WDel Complaints Order Ho Material number Return Material number o ooonooooo088037843 000000000088037843 DA WRB Wiel Materialnumber delivered according to delivery note Return Material will be recorded by Fujitsu Technology Solutions Mote If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Othenwise you can consequently enter a Order No then the return will be matched exactly with this purchase order Then
92. ed as Swap 3 4 3 1 Desk to Desk Monitor Exchange in Germany In Germany for Service Type Desk to Desk two Work Orders are opened by the Help Desk in parallel The first one for the on site Service Partner Desk to Desk and another one for the Logistics Partner Door to Door For Service Type Desk to Desk no update of the Call Entry SNR1 by the actually identified SNR3 nor an update of the Work Order with the Replacement SNR2 SWAP is required Both information are retrieved from the parallel Work Order of the Logistics Partner As the Logistics Partner owns the swap stock information and forwards the defective system to the repair centre WCM differentiates the Work Orders automatically 3 4 3 2 Forwarded Work Orders If in the country organization the Work Order forward process is implemented i e a Service Partner is defined who can receive Work Orders from WCM WEB User Accounts of other Service Partners the WCM WEB User Account who opened the claim is not requested to deliver the Swap data Only the receiving WCM Service Partner account has to provide the Swap data WCM distinguishes the status of forwarded Work Orders automatically 3 4 3 3 Named repair for Displays with Door to Door Service Despite the related monitor product family normally is maintained by Door to Door Service in single cases the customer requests a named repair and gets his original system back after repair Those repair orders are opened in WCM with Service Type Co
93. edByVC L Transiplion Tool Customer Name Product ECS i Fujitsu Siemens Computers i Export gt WCM News DIFS for WCM GmbH Response Time Kandziora Georg YKDT003832 3H214 repair time Date of Carriage A A A AR Validation Center the express Service Type SP i Service Type Customer OnSite 24h performance E OnSite 24h performance C h a rg es are ad d ed to th e warranty flat rate gt Spares Reports gt gt Settings Customer gt Help CURRENT VIEW INVOICE L Sear for Workorder Serial Service Type Requested Service Type Fujitsu Technology Solutions is Uf MERA ype Fuj Jy vujfrkorder Serial Ma OnSite 24h performance liable for the costs OnSite 24h performance Material Material FT Adler SERV 2202 Enter the Serial No Labour WTY FLATRATE 105 60 EUR O A 30 00 EUR Labour WTY FLATRATE 105 60 EUR 4 1 1 4 Invoice proposal form with Express Charge At the detail invoice the Express Charge is listed separately At the summary invoice the Express Charges are included in the totals 4 1 1 5 Delivery address selection Where would you like the spare parts to be delivered servicepoint e Customer O Delivery address O Please Choose free address Q Service point Address of Service Partners site Delivery address All additional delivery addresses which are equal with the addresses entered in PEC To se
94. em exchanged Line ttems Labour Material number price WT FLATRATE 66 00 EUR 3 4 4 3 SWAP Example 3 Blade unit was repaired not swapped The Blade failure might be fixed by replacing a modular component e g the RAM The unit is not replaced and the Claim Entry SNR does not change The Service Partner signifies this by simply entering the Entry SNR for the replacement SNR once again Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 40 124 FUJITSU THE POSSIBILITIES ARE INFINITE EET Home Support Logout WCM i Field Service Workorder Detail Technical question Call Date Workorder Partner call number Current Status 25 03 2008 995002270160 i RepairSuccessful Customer Hame Product ECS Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage DIFS Code i Ersin i Translation Tool Kandziora Georg YKBLIDO1154 3BVV24 Service Type SP i Service Type Customer OnSite OnSite Condition Symptom Action 3 Under high Load B Board Ram internal IO 4 HA Repair with Spare VV Warning message detail in comments 2 Memory cache Problem Description Problems with memory dump Solution RAM exchanged Line Items Material Materialnumber Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 34005214 1 Proposed z Labour Material number Status Total price WTY FLATRATE OK 1
95. ent CURRENT VIEW CALL Edit Reference Number gt Print workorder Condition Symptom Action 2 Sporadic E Removable drives changer 4 HW Repair with Spare 2 Write burning read error 2 CD DVD drive Refresh page C Detail Views gt Call Problem Description Messages CD burning fails Customer Product Line Items gt Spares order Material Workorder History Material number Total Status 34014125 1 Proposed Labour Material number Status Total price WTY FLATRATE OK 1 0 00 EUR System History Invoice C Search for Workorder Serial Workorder Serial No C Adler A list of authorized repairers is shown automatically See the next window The error code and description will be copied from the old call and can be enhanced Selected spare parts are not forwarded to the new Service Partner Click on finish Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 117 124 amp Forward Workorder Fl tsu Technology Solutions rward workorde j FUJITSU THE POSSIBILITIES ARE INFINITE forward workorder Forward Workorder 995002281294 Forward to 2nd Repairer BEER Business GmbH E Additional Information CD burning fails After click on lt refresh gt the Work Order status changes to Forwarded The Service Partner Repairer is displayed in the area Solution FUJITSU THE POSSIBILITIES ARE INFINITE ERN
96. eorg Schmidt ts fujitsu com Processing of the Service Call is now blocked until further clarification with Export Control Department Then the Customer ID will be created new workorder FUJITSU THE POSSIBILITIES ARE INFINITE YEKDSO38205 new customer number Customer Customer ID 0302018372 eo 3 Editing of contact name in existing customer address Instead of setting up a new customer address it is possible now to edit a specific contact name This will help maintaining customers with bigger facilities and organizations Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 23 124 Search customer Customer ID Company Surname FU First Hame Create new customer LJ korder Mies van der Rohe Strasse B DE dit Contact i IER e Contact 0507 M nchen Fujtsu Siemens Computers GmbH Gadletz Christine Fern arte 95 e BER Contact new workorder FUJITSU THE POSSIBILITIES ARE INFINITE Y KD SO SB205 I Location Mies an der Rohe Strasse 8 GO M nchen Deutschland new worko FUIITSU TRE POSSIBILITIES ARE INFINITE Y kDS u3s2 05 Hew contact Salutation Title Company Surname First Name Department Street Post Code Town Country Phone Private Phone Business Fax private Check the warning list If your customer is not in the list then confirm No customer is not registered in the warning l
97. erations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 124 124 7 3 Detail View Messages Messages is a new button in Detail Views With button Messages you can see all error messages comments information etc together FU ITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E WCM Workorder Detail L Actions Field Service t New Comment t Print vvearkarder Call Date Workorder Partner call number Current Status 18 09 2009 995002281282 Rejected Customer Hame Product ECS Fujitsu Siemens Computers GmbH E Response Time repair time Date of Carriage i DIFS Code Technical question i Ersin Refresh page Translation Tool _ Detail Views an Gadlletz Christine YKJNDD2023 1H214 Be VICK Hews DIES for Wich Messages Customer Product t Spares order WWorkorder History System History t Invoice 20 09 2009 10 34 08 Service Type SP E Service Type Customer se 5 y us Bringin Collect amp Return Reports gt Settings Information B2B Error BAFI claim creation error The material 34023943 does not exist ar iz not activated Customer Help CURRENT VIEW MESSAGES MA ARE Customer information Workorder Serial Ma Date Author Messages Information 17 03 2003 l MIRO Error Exception connecting partner system WEM G nested exception is C Adler 17 53 49 E javax net ssl S SLHandshakeExcep
98. ervice call CO Status Requested 0 Rejected 5 t Assigned 12 t Open 18 In PrhnirezR FT CI Actions t Accept workorder Reject workorder t New Comment r Edit Reference Number Print weorkorder t Refresh page _ Detail Views Call Messages Customer Product t Spares order Workorder History System History Invoice Search for Workorder Serial Workorder Serial Ma Fca Description FCO TEST ZRA BE Enter the Serial No Line Items Material Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 34012719 1 Proposed ET L Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 17 124 3 1 1 Reject Service Call If you are not able to work on the service call you can reject it In this case select Reject from the Actions list FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E l Eu Workorder Detail B us i Field Service Accept workorder i Technical question Call Date Workorder Partner call number Current Status dis LI IWEIHAIGER L Erzin 18 08 2009 995002281161 AssignedFCo New Comment Customer Hame Product ECS Edit Reference Number gt Translation Tool Fujitsu Siemens Computers gt VICK News Response Time j repair time Date of Carriage DIFS Code gt gt DIFS for Wich l Print workorder Kandziora Georg YKJNDO3ODS SOKKA
99. es Order Ho Material number Return Material number BA GoodPart Quit El Finish After pressing the bar go to Complaint the order options displayed change Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 91 124 return order FUIITSU THE POSSIBILITIES ARE INFINITE Complaints go to Warranty or GoodPart Returns Description Material number Total Order Location RET LSF O BT ZMD BATTERY UNIT BCELL 38D AH FLCP2851945 X X Order Ho Return Material number SO0460657 OOOOO0000088039520 OOODOO0O00088039520 Description Material number Order Location F Board BT ANT SFL CP331590 47 Doonnnonn34005353 Order Ho Return Material number 000000000034005963 Input field for Do VVPIB and WDel Complaints Order Ho Material number Return Material number Total Dos WPIB Wiel d rl FI El Finis With choosing one of the complaint buttons a new line is shown The order number is pre filled The data for return orders in complaint processes or good part return are pre filled after selecting the return option Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 92 124 4 6 1 Dead on arrival DOA return order FUIITSU THE POSSIBILITIES ARE INFINITE Board BT ANT FLICP331580 XX DOO DD COO DIC 3005363 MIR LI LJ Order Ho Return Material number Input field far DoA WRIB and WDel Complaints
100. geOrder Material number Total price WTY WORK FCO Proposed 1 0 00 CZK WTY TRAVEL FCO Proposed 1 0 00 CZK 2009 Fujitsu Technology Solutions Imprint Privacy policy Terms of use accept workorder FUIITSU TRE POSSIBILITIES ARE INFINITE Accept call Accept call e Wes Q Ma order spares O YES Q Ma accept FOO ves Ono FlO Description PCO A keyboard metal plate has to be acletsgccol The field change order added by FTS has to responding This FCO does not apply to shipment of CRU parts be accepted from the SP again The Work Order only can be accepted in total The order can only be accepted in total Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 27 124 All spare part orders for the Work Order have been confirmed again pt workorder FUJITSU THE POSSIBILITIES AR The Spare Part can be deselected from MIRO Order E g in case the spare part for the FCO _ was supplied by Product Operation separately These spares were suggested for the cam Warranty LSF RET ECS FTA quantity Material m aber Description 34024372 El El LI 1 3 3 1 Different priority levels of FCO There are different priority levels of FCOs We distinguish into 2 different types of FCOs FCO Type A and FCO Type A1 FCO Type A describes the critical FCOs which have to be executed and handled by the specific service providers SP in any case even if the suggested
101. gement Tool Page 96 124 Home Support Logout WOM Workorder Detail O Ann EA l T Gate serve type r Technical question Cat Date Workorder Partner call member Current Status l Erw 21 06 2011 93520312124 paresirDetian Order parts Customer Name Product ECS e Return order jl Tra sisSen Toot j Fugtauw Techreiogy Sotfoas Fardizra Georg K2F015477 3M210 a status Export Response Tene repair time Date of Carriage Der C ode e Aproramert a anoez gt gt WCM News o Keen Mater 5 gt DES tor WONM Service Type SP Service Type Customer Cuncti Vlde MI nee gt gt Soses wee gt gt Reporte e C OE Re erence Number Service Desk information J Setrgs Reason Repeated Repas PIU WORD gt gt Customer detect spare part Retesh case Service Partner Part was exchanges but fsied ager gt gt Melo Eapdanation URRENT VEVA CALL HI Ld e London Symptom Action ner rph Loes M Hac2 dmi etectve Spare r eres orbe ETA ro rkorder aso Ha s tra u y wr Problem Descriptice ce Scere pert fates apar l Search for Workorder Serial nensem ME 4 6 2 2 Part Warranty DOA Complaint Order to replace a previous delivery on Standard Order The defect part is to be sent back to the Spares Return Center in S mmerda The delivery note of the replacing delivery for the defect spare part shall be used as part return form and the comment DOA for material order 8000123456 shall be r
102. gin Bringin CURRENT VIEW CALL MA Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Spare i 2 Noise Vibration i 1 Hard disk internal Problem Description asdfasdfsadfsadf Hard Disk exchanged Line Items Material Material number Status Total Order No RET RET No OrderNow 34003251 Proposed 1 8006605323 a 34003251 Confirmed 1 8006605324 2 O 34003251 Confirmed 1 8006605323 O 34003251 Despatched 1 8006605324 8139711198 O 34003251 Despatched 1 8006605323 8139711197 34003251 Returned 1 8006605324 O 34003251 Returned 1 8006605324 O 34003251 Returned 1 z L 34003251 Returned 1 8006605323 p O Material number Status Total price WTY FLATRATE OK 1 54 00 EUR 7 Claim for 2nd Flat Rate 7 1 Open a new Service Call for 2nd FR via HDA 7 2 Select the reason for the repeated repair FUJITSU Actions Detail Views Call Messages Customer Product gt Spares order Workorder History System History Invoice Search for Workorder Serial Workorder Serial No L Adler Enter the Serial No Home Support Logout WCM Field Service NES i Technical question Ersin i Translation Tool I Export gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Service Calls Assigned Workorder
103. gln Workorder History Condition Symptom Action 2 Sporadic E Removable drives changer U Forwarded external with Spare 2 Write burning read error 2 CD DVD drive System History Invoice Search for Workorder Serial Problem Description CD burning fails Workorder Serial No Solution Workorder 995002281294 forwarded to partner PA T Business GmbH BBM 995002281295 Enter the Serial No Line Items Mate rial Material number Total Status Order No RET No RET ReturnCode KeepMaterial 34014125 1 Proposed O Labour Material number Status Total price WTY FLATRATE OK 1 8 00 EUR The original Work Order now can be claimed Provided all return orders have been created of course FUJI THE POSSIBILITIES ARE INFINITE Home Support Logout Ds LE i F r j tj i M Workorder Detail Lee i Fie i i 3 Reset To claim Fied Service Overview eset To claim i Technical question Call Date Workorder Partner call number Current Status a Re EST 21 09 2008 995002281294 ToClaim Edit Reference Number eem Customer Name Product ECS Print workorder Translation Tool n Computers i Bi nn A q Retresh page Export GmbH Kandziora Georg 2 YKKROT1111 2E22U gt gt WEM News Response Time repair time Date of Carriage L Detail Views DIFS for WEM mus Service Type Customer Call Spares ES Handling Fee Bringln Messages
104. h Spare 3 System does not boot M Other Detail Views gt Help Hint It is not possible to change the status into Repair successful unless it was changed into RepairStarted before The error code has to be confirmed after repair Press edit to enter the error code screen do changes if necessary Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 70 124 repair successful Fuji J THE POSSIBILITIES ARE INFINITE information Condition Action A Environment Cold G General 4 Hy Repair with Spare E Cod me 3 System does not boot Action Condition Fails from initial power on Always during processing Sporadic Under high Load During mechanical adjustment movement During start up During switch off During Standby mode During CanfiguratienzInstallatian Environment Vibration ovmptom Battery Accu Board Ram internal ILI Communication external ILI Display Video Removable drives changer No Defect Found Functional Check only Explanation to customer Ship customer replaceable unit Hw Hepair wo Spare Hw Hepair and into to Partner 5 w Reload Sw Update BIOS firmware update Driver Update Virus removed Operating System reinstallation ConnectorJumper re Fitting Hard disk Input device Hon technical Power Chassis Software 05 Sound Audio
105. h data sample DOA Wrong Part in Box Wrong Delivery A Here you can return spare parts within the guarantee period that were delivered damaged Tfaulty Order Invoice Mo 8006226945 Order Material No 38008989 Serial Mo YK2F015474 Quantity Fault Description By entering a complaint a replacement shipment will be initiated automatically There is no need to place a new order Please acknowledge this is an illustration only Screenshot does not match the data sample Go to Next Return DOA Shipment Condition Standard Express Bulk Emergency Courier Emergency Pickup Saturday Shipment r1 You hawe chosen the delivery priority Standard Details Material No 38008989 Original Order No 8006226945 Serial No YK2FO15472 Select the shipment condition and go to Next Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 95 124 Delivery Details Company Address Customer Reference GmbH 395003125348 Former Work Order Additional Ref e g Workorder Call No en New Work Order ui Shipment Address someone sample co GmbH Phone select create Next Miro will update automatically the WCM Work Order by Order Confirmation Dispatch Information and Return Order Number Thus the Work Order can be claimed as usual Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Mana
106. h for Workorder Serial Workorder Serial No Problem Description asdfasdfsadfsadf C Adler Enter the Serial No Solution Hard Disk exchanged Line Items Material Material number Status Order No A 34003251 Proposed 34003251 Confirmed 34003251 Confirmed 34003251 Despatched 34003251 Despatched 34003251 Returned 34003251 Returned 34003251 Returned 34003251 Returned Labour Material number Status WTY FLATRATE OK 8006605323 8006605324 8006605323 8006605324 8006605323 8006605324 8006605324 bh h bh A bh A M 8006605323 Total price 1 51 00 EUR ISHSITISISILDTETETETISTR 8139711198 8139711197 8139711198 8139711197 Soananana Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 75 124 6 Accepted by Validation Center after defect parts are returned AL EX FUJITSU Home Support Logout gt Field sollte i Technical question i Ersin i Translation Tool i Export gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings Customer Help Workorder Detail Call Date Workorder Partner call number Current Status 04 05 2012 995003693439 E ClaimAcceptedByVC Customer Name Product ECS mt ug Kandziora Georg j YKDT049995 j 2H214 Response Time repair time Date of Carriage DIFS Code 48 0 j i m tuendi A IN orm mm mei AA A Brin
107. h the SPARES button in WCM Web PEC will open in a new Browser Window To use PEC it is mandatory to install Microsoft Silverlight on your PC CJ FUJITSU PEC Partner Entry Channel Spare Parts Order or return Parts Tracking Track your orders E Order History Lookup your orders Contact Questions Contact us Mail spares amp bts fujitsu com Welcome FTS Maintenance Logistics welcomes you to the Partner Entry Channel of Fujitsu Technology Solutions Here you can facilitate all business transactions such as orders returns and delivery complaints as well as track processed orders and shipments News Printing order confirmations Please note Order confirmations for orders generated in the Spare Parts Portal have to be printed from the Spare Parts Portal It is not possible to print them from PEC 3 28 2012 10 55 11 AM Spare Parts Under the functionality Spare Parts the following services are available a rder E mE Search and order spare parts Quick order with known material number Return amp Order Combined warranty and defect return including order Return Warranty defect and good part return Complaint DOA Wrong Part in Box wrong delivery Tracking Shipment tracking via the tracking systems of the transport providers Order History Order tracking and reprint documents Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool 4 1 5 3 Deliver ri
108. ice credit process 7 FUJITSU creates an invoice proposal 7 FUJITSU creates an invoice document for all accepted Calls document in the name of the SP 8 The document is sent to the Service 8 SP receives an invoice in paper Partner as pdf file This document format by mail contains a grouping number and an 9 The invoice is paid automatically invoice proposal number The value and by FUJITSU the numbers are posted in the FUJITSU Financial SAP System 9 Service Partner sends a paper invoice to FUJITSU with the amount and the grouping invoice number as stated in the pdf file 10 The grouping invoice no is the reference for FUJITSU Accounting to find the pre posted invoice record in its systems 5 2 2 Methods For all Warranty Claims where the claimed amount is accepted by FUJITSU e g no agreement on reductions or rejections is pending there is a summarized invoice for all claims during the past period The length of the period is defined together with the responsible FUJITSU Service Partner Manager It can be monthly weekly biweekly or even daily In principle there are two invoice processes possible 1 FUJITSU creates and sends an invoice proposal with the invoice amounts agreed in the WCM process or 2 The service partner has agreed at the so called credit like process or Self Invoice and FUJITSU prepares an invoice document in paper format and as pdf file in the name of the Service Partner which is paid
109. im Management Tool Page 7 124 After 30 days the WCM WEB User only can set the Keep Material Flag to proceed with the Claim See below chapter 4 5 If no return takes place after the maximum return period defined in the Maintenance Logistics Manual is exceeded the return order will be cancelled The Return Code CANO9O will be transferred to WCM Therewith the claim will be forwarded to the Validation Centre to agree on the service flat rate Afterwards return orders can only for special cases be winded up by Spares Return Clearing department 1 1 7 Ship only order in the Partner Entry Channel PEC Orders related to a Work Order should always be created in WCM If by any reason the SP wants to create an order in PEC instead of WCM there are some particular handling instructions Basically Warranty orders should always be entered in WCM In PEC you can choose between ADEX or ship only orders Ship only order Ship only orders are not restricted on warranty orders only Thus the mask does not contain serial number fields If the Work Order number shall appear on the delivery documents as internal order reference please enter the Work Order number into the field additional reference ADEX orders For ADEX orders return with replacement a serial number and a Work Order number are necessary If parts are ordered in PEC instead of WCM it is recommended to check the part fits to the asset This can be done by the Translation To
110. ist If your customer is in the list please contact FUJITSU Export Control Mr Georg Schmidt phone 49 821 804 2481 e mail Georg Schmidt ts fujitsu com After confirming with No contact is created Click on Next Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 24 124 3 2 2 Error description Enter the Error Code and the Problem Description these are mandatory fields Error Code Use button EDIT to enter the error code see screen after text Problem Description Please describe problem as exact as possible Problem description can be max of 350 characters length Entering data into field service partner reference number can be very useful for your own administration process but it is no mandatory field The service partner reference number will be printed on the delivery note new workorder FUJITSU THE POSSIBILITIES ARE IMFIMITE Information Condition Error Code ECS Plus DIFS Code mandatory Problem Description field 350 characters avaiable service partner reference number 20 characters available order spares n Ves O No Error Code System Fujitsu Technology Solutions ESI Condition Symptom Fails fram initial power on Battery Accu CPU No Defect Found Functional Check only Always during processing Board Ram internal 10 Memory cache Expl
111. ity Please attend that sub items order spares return order and To claim can t have more rights that in item Rework Work Order FUJI II THE POSSIBILITIES ARE INFINITE supervisor edit employee 00 Sascha M nchen view workorder own location create Workorder own location rework Workorder own location order spares own location propose spares Return order Toclaim Validation Center 201 Daniel Mannheim view workorder own location create Workorder rework Workorder nm a boy l TELD ll location order spares TG En poe e en propose spares own location Return order own location ToClaim own location Iv Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool 3 Call entries There exist two possibilities of creating a new Service Call Work Order Page 16 124 1 A customer calls the Helpdesk and the Helpdesk assigns this Call to a Service Partner who is settled nearby the customer In this case you have the choice to decide whether to accept this Work Order or to reject it 2 You create a new Work Order yourself in WCM WEB after receiving a Call from your customers 3 1 Call entry from Helpdesk New Calls which are assigned directly from the Helpdesk can be found in status Assigned If you click on this status you can see all assigned Service Calls FUIITSU THE POSSIBILITIES ARE INFINITE
112. jected or approved In WCM the status changes accordingly 3 The Service Partner acknowledges changes and if necessary accepts the WO assignment again 4 The Work Order is opened The particular work flow steps are explained in this chapter 3 5 2 Claim Request by Service Partner 3 5 2 1 Event 1 SP is restricted to Service Desk Work Orders In countries where Service Partners are not authorized to open self assigned claims they now can open warranty claim requests in WCM WEB instead of calling the Help Desk or sending e mails The claims are pending in status Requested until the Help Desk decided if the Work Order will be moved into Status Open or Rejected The Service Partner is informed that the Service Desk is involved and the approval is pending ruso A Home Support Logout Y WCM Workorder Detail L Field Service New Comment i Technical question Call Date Workorder Partner call number Current Status Print workorder Ersin 11 02 2011 995003125037 R Refresh page Customer Name Product r Translation Tool MAR Fujitsu Technology Solutions Kandziora Georg YK8J101329 2H114 C Detail Views m Response Time repair time Date of Carriage Call gt gt WCM News IO 0 F Messages gt gt DIFS for WCM Service Type SP Service Type Customer Cust Customer Bringin Bringin gt gt Spares Product gt gt Reports PP
113. korder Detail Overview Call Date 04 05 2012 Customer Fujitsu Technology Solutions Division Response Time Workorder i 995003693439 Name Kandziora Georg j repair time Service Type SP Bringin Condition Symptom Partner call number Product YKDT049995 j Date of Carriage Service Type Customer Bringin CURRENT VIEW CALL HN A _ Actions gt Repair started Current Status Repair failed SparesinDelivery ECS Update service type gt Repair successful Order parts 24214 Return order gt Change status gt Appointment arranged Keep Material Cancel Workorder New Comment Edit Reference Number gt Print workorder Action Refresh page 2 Sporadic H Hard disk 2 Noise Vibration 1 Hard disk internal 4 HW Repair with Spare Problem Description asdfasdfsadfsadf Line Items Material Material number Status 34003251 Proposed Nd 34003251 Confirmed 34003251 Confirmed ie Despatched Despatched 34003251 34003251 34003251 gt Returned 34003251 Returned 34003251 Returned Labour Material number Status WTY FLATRATE OK Total 1 1 1 1 1 1 1 1 Total 1 Order No 8006605323 8006605324 8006605323 8006605324 8006605323 8006605324 RET O O O 8006605323 price 51 00 EUR RET No OrderNow 8139711198 8139711197 8139711198 8139711197 oO O O E _ Detail Vie
114. l Page 43 124 FUJITSU THE POSSIBILITIES ARE INFINITE pd Home Support Logout m y X WOM Workorder Detail i Field Service Reset To claim i Technical question Call Date Workorder Partner call number Current Status gt New Comment L Ersin 25 03 2009 995002270152 ToClaim Edit Reference Number Customer Hame Product ECS gt Print workorder Translation Tool E Vollkammer Mike YESG000796 1D018 Refresh page ik Export Response Time repair time Date of Carriage DIFS Code gt gt WCM News 0 0 26 03 2009 i TR ee OLL Ka a une AA bin ae ie ale En Detail Views gt gt DIFS for WCM Service Type SP Service Type Customer Cal I i gt a Collect amp Return Collect amp Return Spares Messages gt gt Reports Customer N gt Settings CURRENT VIEW CALL produ gt gt Customer Spares order gt gt Help Condition Symptom Action Workorder History 1 Always during processing D Display Video 8 System exchanged indirect System History D No picture power is on 1 System screen in Problem Description C Search for Workorder Serial C amp R ST f r SWAP Ger t Monitor repaired centrally 3 4 5 To Claim the Work Order After the Call Entry SNR is confirmed and the Replacement SNR is entered in WCM the Work Order is claimed The following exceptionally scenari
115. l form with Express Charge ooooccoocccooocccoocccnoncconononononanonanonononononanoncnancncnancnnons 57 4 1 1 5 Delivery address selection o ooooocooocccooocncooonncooonnconnnnconnnnononnncnnnncnnnnncnnnnnnnnnnnnnnnnnnnn nn nano nn nann nacos 57 4 1 56 Order conlirmaltlon oti ce u 58 AIZ Order Detalls cet nen re ee 60 4 2 Using Spares oT OWN STOCK resi u ee eier bremen te usce Sue odia fua 62 4 1 3 Ordering High availability parts 4h Service Packs esee 63 A Cc 63 41 32 Parsons 63 4 1 4 Belated additional ordering oooooococooocccnoocncoononcononnconononononoconn nono nnncnnnnnonnnnncnnnnncnnnnnnnnnnnnnnnnnann nacos 63 4 1 5 Single Login to Partner Entry Channel PEC essen nennen nnns 64 41 53 Userseltlds s n e insel 64 4 1 5 2 Spares services ataco it calas o edema 66 4 1 5 3 Delivery priorities in Partner Entry Channel PEC oooocoooocccccooccccoooccncononcncnoonnncoonnnncononcnnonns 67 4 2 Repa POCOS 68 4 21 Repair Sstafled pU 68 42 2 Repair successiul asznss ae 69 4 2 3 Repair failed claim Double Flatrates osa ee ere edidit uda Doctus 71 4 3 Cancellation of Work Order 78 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 4 124 44 Helurning SDare Parts eese tii 78 LM NE
116. lNo gt Customer gt Call Number gt U Status L gt Requested 1 new workorder Microsoft Internet Explorer m O nm Rejected 12 gt gt THE POSSIBILITIES ARE INFINITE AA I FU ITSU gt Open 5 gt In Progress 14 gt gt g YE86000356 Double Flatrate Calls 0 zo le gt Awaiting Immediate Action 0 3 product information Repair successful 7 gt gt Q Serial Ho YE8G0003 Warranty code FSP GN3HOOOSTDWDYE To claim error 15 gt gt Product y L 3190T warranty owner D gt Claim WWorkorder 34 i F 1301 180 4 1 t DY E Article Code S 1 v18 warranty group dA mE Validation center 30 Delivery Date 21 1 5 warranty description 3 Collect amp Return Service A d in Europe VC Revised Claims 0 Africa and Middle East VC Rejected Claims 0 Tous M CR OMIM l Replied to Validation center 0 y gt Claims accepted 3 c led customer has paid for Service to be provided at Fujitsu Technology Solutions delo expense Closed Activation Date 20 11 2008 lilt Additional Text On Site On Site L On Site On Site O From 20 11 2011 Collect and Return pap From 20 11 2011 Collect and Return E for Workorder Serial customer customer To customer 20 11 2011 Desk To Desk O To customer 2
117. laceable Unit to the customer without a technician to be involved Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 31 124 neu workorder Fujtsu Technology sums A S E l new workorder FUIITSU THE POSSIBILITIES ARE INFINITE A YKZKO13050 m x Serial No i w WZKO0185050 E Problem Description Partner call number Error Code Condition Symptom Action 5 During start up P Power Chassis 4 HWW Repair with Spare a i 0 Ho party voltage i X Other Problem Description battery mot loading i customerwish i CRU repairable Service to be provided at Fujitsu Technology Solutions E CRU repairable expense Delivery address Delivery Comment standard Delivery address i microCAT EDY Wertriebs und Software GmbH Daniel Stinner e E Oberanger 40 42 i 80331 M nchen Spare Parts Material number Warranty CRU RET ECS FTA quantity BT 2ND BATTER UNIT 6CELL 3G00MNLAH FUJ CPZG1845 XX 220339520 Vertrauensw rdige Sites Gesch tzter Modus Inaktiv After the necessary spare parts are ordered the status is changed to Open No FCO is assigned FUIITSU THE POSSIBILITIES ARE INFINITE EE Home Support Logout a Workorder Detail LAS Field Service Repair started Overview Call Date Workorder Partner call number Current Status 16 09 2009 995002281268 Open Customer Name Product ECS i Technical questio
118. lay L 3190T YE8G000356 Family code YE8G AMILO LL 3190T Part number 26361 K1301 180 weight gram Material number 000000010600969089 HALLO warranty information partlist component details configuration data Factory delivery date 10 21 2008 Date offirst use 11 20 2008 test information testing results history first use date delivery data Customer warranty service ee Code FSP GN3H000STDWDYE ER service Description 3 years Collect amp Return Service Display 5x9 valid in Europe Africa and Middle East oo history Area E FSC Limited Warranty country controlling administration Owner D reports Group DYE Display Entry Reaction time h 0 Repair time h 0 warranty days WD warranty time B ON SITE TRANSPORT TRANSPORT LABOUR MATERIAL From customer To customer 11 20 2011 11 20 2011 11 20 2011 Detail information in months history warranty GE Code OS FC TC LA MA PRODUCER OWNER BASIC ADD WAR INFO BW no BOM ofofofofo u ukn STANDARD FSP GN3H000STDWDYE o 36 36 36 0 fsc sbd TOPUP s EXTENDED Service Type Door to Door is a higher service and cannot be selected for those Displays FUJITSU THE resins ane nnne Wee ser Home Support Logout id inus Service Calls Assigned C Actions P PER Workorder SP Ref Serial No RT New service call i Technical question o Workorder gt Seria
119. llect amp Return The Swap applies but as the Call Entry SNR1 and Replacement SNR2 are identically no Swap of the warranty data is executed WCM will distinguish automatically if Service Type is C amp R and Call Entry SNR1 is equal to Replacement SNR2 The Swap Flag is removed from the Work Order data in WCM 3 4 3 4 Repair of Blades Repair on Blade Systems require a SWAP process if the whole unit is replaced This is the case if the failure unit is the Blade Master or Blade Slave board which is combined to the housing However a Blade failure might be fixed by replacing a modular component e g the RAM The unit is not replaced and the Call Entry SNR1 does not change The Service Partner signifies this by simply entering the Call Entry SNH1 for the Replacement SNR2 once again 3 4 4 WCM WEB information 3 4 4 1 SWAP Example 1 whole Blade unit was swapped Work Order open During a claim is opened in WCM WEB WCM checks if the related system can be exchanged completely for break fix i e the system is swappable or not If the system is swappable in the Work Order Details an Additional Information line is displayed to inform the Service Partner the SNR of the defective and the SNR of the replacement system need to be recorded in the subsequent WCM claim process Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 35 124 A amp amp amp amp amp 8 D FUJITSU
120. ls Return Type Warranty CRU Fit To Asset Fit To ErrorCode Limited Warranty Limited Warranty Duration Returnable HD 70 GB 80 GB Return Materialnumber Return Humber Return Code Product Hierarchy Order information Delivery address Order Ho 2004649065 Company S Name Express Address Microlat GmbH CIO Rohringer a n Wiesengrund 10 92361 Berngau Country Deutschland As soon as you can see the Status Despatched in the Material Status at the bottom of the Work Order Details the spare part is sent out of the FUJITSU stock Line tems Material Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial 83037472 3 Proposed oglar 472 5 Proposed 5004649065 LJ B40n02184 1 Proposed 60046459064 04002154 1 Confirmed SOU4650002 E L 30037472 5 Confirmed 6004649065 LJ 04002154 1 Confirmed 5004649064 mo L oglar 472 5 Despatched 5004649065 LJ 04002154 1 Lies patch ie 5004649064 8137126832 Ra F eic UI ane M hal 1 The Status displayed in the Work Order Details now is SparesInDelivery Explanation of all possible otatus in Current Status please see chapter 7 2 2 Provided that you have made the settings for PEC as described in chapter 2 you can switch into PEC with a click on the order number Here you can see the status of your order Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Managemen
121. m The replacement system can be ordered and the repair started and finished is confirmed in WCM as usual When the Work Order is claimed the system SNR of the Claim Entry is displayed If the actual defect system SNR differs from the Claim Entry SNR the Help Desk had recorded from the customer call earlier the Claim Entry SNR needs to be overwritten workorder to claim FUJITSU THE POSSIBILITIES ARE INFINITE Change status ale Change status to To Claim Please enter the serialnumber of the defect asset Call Entry SME YK671001 703 HOTE Please double check the Serial Ma entered during call open iz identical with the Serial No af the defective customer system If not please enter defective SMR here After confirmation by pressing the button Finish a second entry is opened Here the serial number of the Replacement System is required Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 36 124 Jo bg Workorder to claim Microsoft Internet Explorer workorder to claim FUIITSU THE POSSIBILITIES ARE INFINITE Change status Change status ta To Claim Please enter the serialnumber of the defect asset Call Entry SHE KETOO 709 HOTE Please double check the Serial No entered during call open is identical with the Serial No af the detective customer system If not please enter defective SNR here Please enter the serialnumber of the new SWAP asset
122. m Management Tool Page 69 124 repair started FUJITSU THE POSSIBILITIES ARE INFINITE Change status Change status to Repair Started v Comment Repair started peoa2008 n H Mf Choose RepairStarted click on Finish An information screen is shown that the status was changed click on Close to shut this window 4 2 2 Repair successful After finishing the repair the Service Call Status has to be changed into Repair successful Open the Work Order Detail and click on Repair successful in rubric actions FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E WCM Workorder Detail L Actions H Technical question Repair failed Call Date Workorder Partner call number ve 20 03 2009 995002270115 RepairStarted Customer Hame Product E Fujitsu Siemens Computers GmbH E E Response Time repair time Date of Carriage DIFS Code pu Ersin Update service type i Translation Tool Repair successful Order parts Schork Robert YKBKOB4717 GINA A Hews DIFS for Ch fe Spares Return order t Change status Appointment arranged Service Type SP Service Type Customer Onsite OnSite Keep Material Reports Cancel VWorkorder t Mew Comment gt Settings CURRENT VIEW CALL SE Customer t Edit Reference Number t Print w rkorder Condition Symptom Action Refresh page A Environment Cold G General 4 Hi Repair wit
123. ment Tool 3 Return of defective material by DOA return order Choose action Return Order and go to complaint Fujitsu Mite Bagger Logout Page 73 124 t Iw O ama sw Workorder Detail i e ha e tao mm ot em Merope tece w amra em Date uni om I i i ope ow ree ow m Wt ee ti Sro ws un Lee A E ela cs here n wee he tm e S o8 van ts au y x S 4 eter rir NON eee beum lm e ne ne Wie um Md ade SrA e B tmm oe R Sey nam cuc n er vom MV ra M L 2 tetur order hom rre te LJ w aeta wire CA Com E 5 cessum nn warum Gina Maes Dee we 2 gt we oe wm ene e Yee on Tann Cram Bun e a ui cs n Prim Oot rem er gt Fert a Goat ren rn has Oe ef MTM ww LL a so i r RML 2 ui Row pa benre Mato rums ni Komm m man z cA are Te Pr tote wre a L L i 4 epus Sam lv VU amd FU ni ha Ae Uss o a l ecx wa o o E you bra te feed Ordenmunmten emo Den autom cy a ste peta order wi be Waed Otferwse you Ca consequent enter Order No Pon fw ntum wd do matched eac ao Pee mpra Few CES tE g 9 Eeng et An as Ee Meba hads mn 4 Confirmation of complaint order and related return order are updated in WCM WEB FUJITSU Home Support Logout E WCM Field Service Technical question i Ersin i Translation Tool Wor
124. ment allowed In case of the standard invoice process you can prepare the commercial invoice and send it to the local FUJITSU Service Contact Additionally a text file with all Work Order details is sent out Including e g FUJITSU Work Order and Service Partner reference number Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 115 124 Description of the Work Order detail text file Header Example SP Name Position ID LB S7020 SXGA P M7 Paid ST Serial Number YBBC008967 NAT 1 5 2 4 Commercial Invoice standard normal invoice process The commercial invoice the Service Partner creates must contain the invoice proposal number and the grouping number of the invoice proposal from the pdf file The invoice amount must not differ to the sum in the invoice proposal as all changes on the claims per Work Order are already processed and agreed earlier Rejections or reductions of a warranty claim are only valid when verified with the FUJITSU Validation Centre and must be agreed before the claims are grouped for invoicing All changes have to be recorded in the related Work Order in WCM WEB according to the described workflows See 5 1 4 Rejected or revised Work Order Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 116 124 6 Forward Work Order Depending on the co
125. n Action menu on right side you can agree on the validation result from the FUJITSU Validation Centre The Work Order will move to status cancelled In case the Work Order was not rejected but revised only and you have accepted the decision from FUJITSU the Work Order Page 107 124 status will go to ClaimAcceptedbyVC and will be paid in the next invoice with this amount If you select Reject rejection Action menu a screen will open for your comments to be transferred to the Validation Centre within WCM FUjI THE POSSIBILITIES ARE INFINITE Reject rejection mark Rejection rejection not acceptable Then click on Finish reject rejection Rejection The Call will change to the status ValidationFeedbackBySP For a better traceability of the communication all the communicated messages are stored in the Work Order History CURRENT VIEW WORKORDER HISTORY Mn Workorder History Procedure Start 10 03 2009 16 02 00 10 03 2009 16 03 00 10 03 2009 16 03 27 10 03 2009 16 03 59 10 03 2009 16 04 02 11 03 2009 09 41 31 11 03 2009 09 42 47 11 03 2009 09 44 59 11 03 2009 10 10 25 06 06 2009 15 50 43 06 08 2009 16 00 59 06 06 2009 16 01 12 06 06 2009 15 02 11 06 08 2009 16 03 50 06 06 2009 16 05 20 09 09 2009 16 19 53 Requested Repair started Open Repairsuccessful TaClaim ClaimMovedTao sc ClaimAcceptedBy wc ClaimPaid Claim amp cceptedByvc ClaimRe
126. n Update service type i Ersin Order parts hange status Translation Tool Change status Fujitsu Siemens Computers GmbH j Response Time repair time Date of Carriage DIFS Code Appointment arranged Cancel Workorder New Comment Kandziora Georg YK2K019050 SPOX4 Edit Reference Number Service Type SP Service Type Customer CRU repairable CRU repairable Print workorder Refresh page CURRENT VIEW CALL C Detail Views Call Messages Condition Symptom Action 5 During start up P Power Chassis 4 HW Repair with Spare O No partly voltage X Other Product Spares order Problem Description Workorder History battery not loading Customer System History Invoice Line Items Material L Search for Workorder Serial Workorder Serial No Labour Material number Status Total price Adler WTY FLATRATE OK 1 0 00 EUR Enter the Serial No Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 32 124 3 3 2 3 FCO is of type A or A1 and the service type is not equal to CRU In case the FCO is of type A or A1 and the service type is not equal to CRU now the FCO information is displayed during the Work Order request already and subsequently is processed by the selected service provider as usual No further change to the existing process E new workorder Fujitsu Technol utions
127. n Order reasons announced by the Service Partner might have changed during the posting of the defective part in the reverse logistics in S mmerda E g the part might be send in as defective warranty return because the Part Return Form accompanying the spares packages of ADEX deliveries already carries this code However if the parcel is resend in original packed status FUJITSU can store it again without preceding repair loop The intake is booked as good part return the return code is changed accordingly Sj aj pra JE ESTEE EE EEG Order Location Retum Cad Order Number Asset Fit e A FLATRATE A EA ay GA ASUS ENF300S 64 256MB Dll TVOLIT B j8003708884 000000000038001326 MB MSI MS 7293 VP PAT SOCKET 775 dep 1 2003708994 E 5 MATO 000000000038001506 VGA ASUS ENT300SE 64 256MB DVI I TYOLT 8 20037039394 El MB MSIMS 7293 VP WATXGOCKET T5 a eoo MATP EEE ASUS ENT30 SE B4 256MB DW TVOUT FSC MIRO E 17131938 XxX o o MB MSI MS 7293 VF pATX SOCKET 775 FSCMRO B 3938 X 000000000035001506 GA ASUS EN S005E B4 25B5MB D VvI E TOLT El DFC 4135974494 la MATO Line item details in WCM WEB I FUJITSU THE POSSIBILITIES ARE INFINITE material details Material Material number Description 88037460 HDD 250608 SATS 300 7 2k amp PDC VVDOSDDS 11 05 2008 14 45 Returned Order location price Cu
128. nce Number Print workorder Refresh page C Detail Views Call t Messages Customer Product Spares order Workorder History System History t Invoice L Search for Workorder Serial Workorder Serial No Enter the Serial No lf the material is not returned kept by customer or kept in own stock please set the keep material flag For details please see chapter 4 5 1 Customer keeps material and 4 5 2 Own stock material kept Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 105 124 5 1 3 Validation process The agreement process may encircle some iteration and is based on communication with the FUJITSU Validation Centre or Service Partner Management contacts See chapter 5 1 4 Rejected or revised Work Order Accept Final Approval by FSC Country Mgr Claim OK Claim SR Decision Send iR Negotiate to SP Accept Decision As the WCM order process is based on early decisions about the Service Type accepted as warranty case the negotiation process is the exception not the rule The validation status of each Work Order is reported in the status screen ClaimMovedtoVC included in status Validation Centre After spare part return has been received physically at Spares Return Spares Return Centre Work Order is forwarded to the Validation Centre t Requested 0 Rejected 5 t Assigned 12 ClaimRevisedByVC included in status
129. nformation Serial Ho YROSOS8205 Warranty code FSP GB3500200GBBD5 Product ESP E3510 C2D E730D 2GBIDVD j SUPERMULTI warranty owner GBR Article Code VF E3517 0PPAG1 GB Warranty group Abs Delivery Date 02 12 2005 warranty description j 3 Years On site Service 5x3 valid in E Afri d idal Nettuatibnilstes 04 07 2009 valla In CHORE FICA an Ie E East A 2 customer has paid for Service to be provided at Fujitsu Technology Solutions expense On Site 04 01 2012 On Site On Site 4 01 2012 On Site rem 04 01 2012 Collect and Return them 04 01 2012 Collect and Return customer customer To customer 04 01 2012 Desk To Desk To customer 04 01 2012 Desk To Desk Work 04 01 2012 Door To Door Work 04 01 2012 Door To Door Material 04 01 2072 Return To Base Material 04 01 2072 Return To Base Response Time Response Time t Bringln t Bringln repair time t Material repair time t Material 1 Product information ADLER product information 2 Customer has paid for Customer warranty data 3 Service to be provided at FUJITSU Expense FUJITSU reimbursement data Select a Service type in the customer has paid for section Click on Next to proceed Now the qualification and repair scope of the Service Partner and the selected Service Type will be checked against the customer system s warranty details
130. ngs To enter your PEC identification you have to use button Edit account settings FUJITSU THE PRSSIBILITIES LEE ILIRFIRITIE Home Support Logout p wu User settings Xx CM News gt gt DES for WCM Support If Spares WUCMAccount Cod iniefems display gt gt Reports Company Y Settings Salutations L User settings First Hanne Saar Tarr At first you see settings for WCM Use lt Next gt to continue In the next window you have to enter your PEC ID and your password FUIITSU THE POSSIBILITIES ARE INFINITE Websphere Password WebSpherelD Password Repeat password Other Users Surname First Hame Support ID WebSpherell With Finish you will save new settings and return to the first window With Back you can correct your settings The connection is active from now on Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 14 124 2 2 Edit field service display To change the view of the field service you can do the set up in settings as well with using button edit field service display FUJITSU THE POSSIBILITIES ARE INFINITE edit field service display Edit field service display Column Column Column Column Column Column Calumm Gall Number Mo allocation VWorkorder Preview F Serial Mo Product ll company Customer
131. nique Work Order number och ee er 5 1 1 2 Encrypted Failure Description Error Code System seen 5 LS System serlalnumber u ee 6 1 14 Service Type rccte 6 LLS AIDE Col dsd 6 LLG SNP ONIY Orders ns m mom 6 1 1 7 Ship only order in the Partner Entry Channel PEC sees 7 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check 8 1 1 9 Part Return in Partner Entry Channel PEC coooooocccooccnccooccnconoonnoconononcononcnnonnnnnnonnnnnnconnnnnncnnnnnnconnnos 9 1 1 10 Standard Orders in the Partner Entry Channel PEC eese 9 1 1 11 Orders Tor AN Service Packs nn ds RE NDS CO RIBUS suo se utm ec eR iE asa odes eun einst 9 1 1 12 Data Consistencies of Related Systems esses eene enne nennen nnns 9 1 2 Frequently ASKE Questions a u uun nu ee 9 2 REGISTRATION SETTINGS 22u 42u5 05 0u5090000 REN EuuEE RARE ARRuKRRuqEExIE nAF LANE renE nS cen E Ca n ca RM UIN 12 21 EQ ACCOUNT Ssetlings ans unserer 13 2 2 Edt NeldServicedisplay emnt 14 t MEM ig IME WEMS GIS PIAY T 14 UP MEET ld 15 A e o a A OAA A AAAA AANA AAD AANEEN ENEA 16 3 1 Call eniry irom Helpdeska n nee ie 16 3 51 Beject Sewice
132. nology Solutions is liable for the costs Service Type Service Type Requested Service Type OnSite 24h performance Labour WTY FLATRATE WTY FLATRATE Labour WTYT FLATRATE WTY FLATRATE 134 00 EUR 0 00 EUR 134 00 EUR 0 00 EUR 0 00 EUR Page 106 124 BE Actions t Hew Service call t Requested 0 t Rejected 5 t Assigned 12 r Open 18 t In Progress 58 t Double Flatrate Calls 17 A I bu m ini n A Mn Actions t Accept rejection t Reject rejection Mew Comment Print workorder r Refresh page C Detail Views Call t Messages t Customer Product t Spares order r Vorkorder History t System History Invoice L Search for Workorder Serial Morkorder Serial Ma LC Adler Enter the Serial No By choosing Accept rejection Action menu on right side you can agree on the validation result from the FUJITSU Validation Centre The Work Order will move to status cancelled In case the Work Order was not rejected but revised only and you have accepted the decision from FUJITSU the Work Order status will go to ClaimAcceptedbyVC and will be paid in the next invoice with this amount If you select Reject rejection Action menu a screen will open for your comments to be transferred to the Validation Centre within WCM Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool By choosing Accept rejectio
133. nty Reports Owner NDL Gruppe DYE Display Entry Reaktionszeit hy 4 Wiederherstellzeit hy Service Zeit B Flay Datum Ersteller SWAP 2009 03 17 adleradim A Multipurpose Microsoft Internet Explorer VORORT TRANSPORT TRANSPORT Vom Kunden Zum Kunden 28 11 2011 28 11 2011 Detailinformation in Monatsangaben Historie Garantie Code IVO VK 7K AR MA ERSTELLER OWNER ADD WAR INFO BW no BOM lajo o o n u ukn STANDARD FSP GN3DO0OSTOWDYE 0 36 36 0 D A 0041202147 me PEPE gt EN ER Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 47 124 3 4 6 4 Defect System after Swa rj MM adler v3 10 ABOUTUS RE REGISTER DOWNLOAD UPLOAD I PRINT YE8LU22377 Garantie Service m SWAF Details 1 Ty AMILO Display L 3180 VERLUST Produktfamilie YESL AMILO LL 31904 Sachnummer 026361 1 20441 91 Gewicht Gramm Materialnummer 000000010600980072 Letzte nderung 26 3 2009 Garantie ntormatior st ckliste Komponentendetals Multipurpose F r Details bitte hier klicken Konfigurationsdaten Pr t Informatian Priifergebnisse Werkslleferdatum 23 10 2008 Einsatzdatum 25 11 2008 Lieferdaten Historie Einsatzdatum Sesamlanscht Kunden Garantie Service Leistungen Weitere Services PPP Historie Code POP SWAP E Multipurpose Microsof
134. o be confirmed or updated Adaptations of the messages in the B2B process are explained below 3 4 1 Function The Work Order in WCM is based on the SNR the customer communicates As soon as the system is swapped successfully the Work Order is updated by two dates the confirmed or corrected Serial Number of the actual collected defective system the Replacement Serial Number If the actual SNR of the defective system differs from the SNR the customer communicated with the call the Work Order is processed with a different SNR immediately after the WCM WEB User entries or the B2B Partners messages corrected the call assignment record The correction is done during the To Claim process only All three Serial Numbers the SNR from the call entry the corrected defective system SNR and the Replacement SNR will be placed in the WCM asset data So the swap is traceable in WCM The ADLER data of the Replacement SNR takes over the Warranty Data which has been recorded to the defective System Serial Number in ADLER 3 4 2 Process steps A swap only is requested if the Work Order carries a SWAP Flag Then the Claim Update during the To Claim Action requires the additional entry of the Replacement SNR It subsequently is updated in the ADLER data base by the warranty data of the Call Entry SNR In some cases the update of ADLER is delayed as a manual confirmation of the local Service Management is necessary This is the case if the Replacement System S
135. occnconoccnccononononnonnncononnnnononnnnconnnos 115 6 FORWARD WORK ORDER nana 116 Ki ANNEX energie 120 TA EMO MESS ii o riter a ete a Ee n Ee LU A EL b ELE Ee ELO EE EUR devas DE Us 120 1 2 Service Call STATUS ers iiec diit DE a icit teen ee aa a 120 7 2 1 Service Call Status 1 Level se Due ee ha bens alive e oO ana a vi oe Raus 120 7 2 2 Status in specifie Work Order esse 121 7 2 3 Status of ordered spare parts ccc cccsscccssecessseecssseeessseesesseesesseesesseeseseeeeseeesseeeseseeeseseeeseaeessseeesnees 123 7 3 Detail VIEW MESSAGES SERE nt 124 7 4 JAbbreviahons OF Spare part data cite eie c ei ene Ebene b P p ERE E REEM 124 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 5 124 1 Introduction WOCM combines the functionality of call assignment spares ordering and warranty claiming This User Manual will guide you through all main components of the Web Tool For better orientation this manual is built up in similar order as the Status Points in WCM Interface are FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout E a E WOM Service Calls Assigned i Field Service WWorkorder SP Ref Serial No RT po Technical question I Ersi Workorder Serial No gt Customer gt Date gt Status gt CallNumber gt gt Ersin i Translation Tool 995002281140 YKJNOO3007 Fu ata a pad 03 08 2008 C As
136. ol See chapter 1 1 8 Thus acceptance problems during the part return process of the warranty call can be prevented Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 8 124 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check WCM WEB offers a Translation Tool TT where a partner can check if a spare part is valid for an asset without opening a new Work Order Access to the TT is available from the left navigation menu before Login see screenshot below FUJITSU TRE POSSIBILITIES ARE INFINITE MEM Login Login Es service PartnerlD t Translation Tool Password Related Download L Related Downloads Forgot your password entry info English Or if already logged on to WCM WEB FU ITS THE POSSIBILITIES ARE INFINITE Home Support Logout c Service Calls Assigned H Field Service Workorder SP Ref Serial Mo RT i Technical question Workorder Serial No Customer Ersin i Fujitsu Siemens E Translation Tool 395002281140 YVRINGOSO07 Computers GmbH nz Assigned CO Export Dum nnm A c4 wh aL i Fujitsu siemens 40 70 LIE nian o dEn There are two options for searching within the Translation Tool Spare Part List search by system serial no The result is a list of spare parts which can be replaced in the system or if an Error Code has been s
137. ol Page 26 124 FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout If a Field Change Order is assigned the status WOM i Field Service changes to AssignedFCO Accept workorder Reject workorder i Technical question i AssignedFCO gt New Comment Product ECS YK25001945 1EM24 i Date of Carriage DIFS Code i 995002281237 Name 9 2 2008 Customer fe Ersin Edit Reference Number i Translation Tool E EIU Print workorder iet po repair time Response Time Refresh page Service Type SP Se OnSite 24h performance Brief Field Change Order Information e g with reference to related FTS Service Bulletins CURRENT VIEW CALL ECS Condition Symptom 1 Always during processing E Remova i M Mecp nical problem i 2 CDM DVD drive Problem Description DVD not working Br rial Specific Spare Part Proposals are added ZO O Fco Description FCO 2008 013 RX100 S4 mainboard VR issue FCO Cig Line items Material Material number Additional FCO specific labour flat rates might be added However This is modified by the Validation Center if 84003514 Proposed 34011474 Proposed 1 FCO failure is identical with requested Work Order E 2 the requested service type already covered on site Material number Total price WTY FLATRATE 1 0 00 CZK FieldChan
138. omer Help Hew Comment Edit Reference Number Print workorder CURRENT VIEW CALL Refresh page Condition Symptom Action 3 Under high Load H Hard disk 4 HW Repair with Spare 2 Noise Vibration 3 dicum 1 Hard disk internal r Messages Detail Views Customer Problem Description Order Confirmation Product Hard disc noisy states the order is received at Spares Workorder History Line Items application System History Material Invoice Materialnumber Total Status 340088898 1 Proposed 34003251 1 Proposed 34008889 1 Confirmed Labour Material number Status Total WT FLATRATE OK 1 105 60 EUR Enter the Serial No All Work Orders in this status can be retrieved from Status List Open FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout anal wc Service Calls Open r Field Service Workorder SP Re Serial No Rr t Hew service call H Technical question MET Workorder gt SerialNo Customer gt Status Call Number gt Fujitsu Siemens Computers i Translation Tool 995002270025 vKKRDO46BB pues 10 03 2009 0 Open t Requested 0 Rejected 5 Export 995002270036 YESLO22221 Musterkunde Muster 10 03 2009 0 Open ibn EE 395002270078 VKJWWDO2250 i Melanie libor 42 03 2008 0 Open A A Fujitsu Si 3 Open 20 gt gt DIFS for WICh 995002270101 wEBLU22241 Meu Siemens Comp
139. ons LLL Workorder spRet sereno er ande i Technical question E Workorder Serial No gt Customer gt Status gt L Status No Workorder found Requested 0 Translation Tool e new workorder Fujitsu Technology Solutions FUJITSU new workorder YKDTO49995 information Condition Symptom Action edit Error Code EXIT Error Code System Fujitsu Technology Solutions ndition ECS Plus DIFS Code No Defect Found Functional Check only Blectrical mechanical refitting e g Jumper cable Ship customer replaceable unit CRU i Spare Problem Description service partner reference number order spares O cn gt 0 00 0 Cn amp CO MO na 4 c 9 10 5 5 AN After HW upgrade After SW Driver OS update G Damaged dropped X Not Applicable unknown nmo 0 FE g a D M W X 2012 Fujitsu Technology Solutions Imprint Privacy policy Terms of us 1 H 1 1 ol 7 4 Goto Next without ordering spare parts Don t order spare part Accept workorder Fujitsu Technology Solutions acc ept workorder FUJITSU Accept call Accept call Yes No Partner call number 20 characters available order spares Yes 9 No Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 77 124 7 5 Wait for Approval from Help Desk
140. orities in Partner Entry Channel PEC Page 67 124 The available delivery priorities depend on the individual contract with FTS Maintenance Logistics 9 9 Order Shipment Condition Standard Express Emergency Courier You have chosen the delivery priority Standard Order items Material No Manufacturing No 34032015 C26361 K1015 C98 Delivery Detal S Customer Reference Additional Ref e g Workorder Call No Delay Order To lt M d yyyy gt Email someone sample com Phone Emergency Pickup Quantity 1 A Saturday Shipment Company Address Shipment Address select create Total 4 54 EUR Price Total Currency 4 54 4 54 EUR Next Biel Next If PEC is used for warranty calls the return order has to be advised in WCM WEB or PEC separately and the related order number is to be entered manually Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 68 124 return order FUJITSU THE POSSIBILITIES ARE INFINITE Complaints go to Warranty or GoodPart Returns All neccessary Returnorders have allready been created for no spareparts have been ordered Input field for DoA VVPIB and WDel Complaints Order Ho Material number Return Material number WPiB Mel Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a O
141. os may apply 3 4 5 1 Replacement SNR not in ADLER If by any reason the Replacement System SNR is not recorded in ADLER a ToClaimError appears SWAP Error ADLER error during Swap The local Service Partner Management shall be informed to update the delivery data in ADLER The Work Order can be claimed again after the ADLER data is complemented 3 4 5 2 Warranty of Replacement SNR is not Zero If the Replacement Serial Number is recognized by ADLER but the assigned Warranty Code is not equal to FSP Warranty the Local Claim Approver in the Service Partner Management needs to update ADLER manually Before the update the LCA will double check with the Repair Centre or Service Partner if the SNR which was recorded is correct and update the ADLER data accordingly The payment of the claim does not depend on the ADLER update decision but will be delayed until the ADLER decision is made 3 4 5 3 Assets are incompatible If the Replacement Serial Number apparently does not fit to replace the defective system e g Notebook for Monitor a ToClaimError appears SWAP Error Assets are incompatible for Swap Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 44 124 3 4 6 SWAP Data in ADLER 3 4 6 1 SWAP Flag In ADLER a so called multipurpose flag is implemented Systems which are suitable for exchange are marked with the Parameter SWAP This flag is transmitted to WCM and SA during
142. pairers of components to make precise diagnostics on chip level instead of stating No Defect Found diagnosis The ECS code is mandatory in the Call opening file and again in the status update after the repair is done and Call is claimed Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 6 124 1 1 3 System serial number As usual the serial number is the major means to verify the warranty As in the improved WCM process the warranty check is placed at the very beginning with a Serial number you will be entrusted with a warranty Work Order If no Serial number is available on the FUJITSU System e g the number is illegible only the FUJITSU Helpdesk can open a Call Not contacting the Helpdesk in those cases means the repairing is done at your own risk The System serial number is mandatory for warranty check at the very beginning of Call process in WOM 1 1 4 Service Type The service type under warranty is registered in ADLER Installed Base data base If the warranty is expired but goodwill shall be granted then this can also handled by Work Order offered from the FUJITSU Helpdesk only In goodwill cases also Work Order numbers are created Work Order number is always linked with a service type However if the service type covered by FUJITSU warranty registered in ADLER is wrong you can set a flag wrong ADLER data flag and proceed to repair In parallel you shall provide the warranty
143. pares are proposed SPatCustomerSite SP has reached customer ToClaim Service data update SP is waiting for System To claim parts won t be sent back DoubleFRApproved Double Flat Rate is approved VCChangesAccepted Changes of Validation Center have been accepted Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 123 124 7 2 3 Status of ordered spare parts If spare parts are ordered via WCM WEB and therefore an order in PEC was created automatically the status of the part can be seen at the bottom in the Work Order detail Following Status can arise Parts are proposed but nothing more Parts are selected Order has been transferred to PEC and order number has been created Despatched Shipment out of FUJITSU stock has been done Returned Return order is placed in PEC In case of an ADEX order the Return Order is created automatically therefore the Returned Status is given immediately With a Non ADEX order the Return has to be advised before Returned Status is given Example Line tems Material Materialnumber Total 34001173 Status Order Ho RET Ho ReturnCode KeepMaterial 34001173 SERY 2200 34001173 34001173 Labour Propozed Confirmed Confirmed Despatched Returned Material number Status Total WITEFLATRATE OK 1 2004919074 2004919074 2004919074 2004919074 2004919074 price 393 00 EUR ots 467450 ots 467450 Service Op
144. peated Repair Workorder History Customer 3rd failed repair in defined period System History gt Help Invoice CURRENT VIEW CALL L Search for Workorder Serial Condition Symptom Action Workorder Serial No 2 Sporadic H Hard disk 2 Electrical mechanical refitting amp g 2 Noise Vibration Jumper cable connector resoldering 1 Hard disk internal Enter the Serial No Problem Description screw loose at HD housing 3 5 2 4 Event 4 A defined Repair Cost Maximum is exceeded Work Order Requests on assets which have been repeatealy repaired in their live cycle and the repair cost have exceeded a defined threshold of cost shall be enriched by advice from the FTS service Desk before the next repair is started Those events are sent in the Service Desk Approval process automatically WCM WEB displays the related Information Box accordingly See screenshot below rufrsu A Home Support Logout Actions t New Comment WCM Workorder Detail Field Service Overview l Technical question Call Date Workorder Partner call number Current Status bore 17 02 2011 995003125104 HDApprovalPending Print workorder Refresh page Customer Name Product ECS Fujitsu Technology Solutions Kandziora Georg YK2K168355 24214 Response Time repair time Date of Carriage DIFS Code WCM News 0 19 02 2011 Pe pu Er a a iacu EE A A Collect amp Return OnSit
145. ranty Claim Management Tool Page 18 124 The next step starts the process of ordering the needed spare part s This is described in chapter 4 1 1 Ordering of spare parts 3 2 Self assigned Call Service calls which Service Partners have directly received from the customers have to be entered directly by clicking on New Service Call FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout C Actions ee Service Calls Assigned One Workorder SP Ret Serial Mo e RT 1 pose I i Technical question Workorder Serial Ho gt Customer gt Ersin Translation Tool 995002281161 YKJNOO3008 Josie cum 18 08 2009 0 AssignedFCO t Requested 0 T j Rejected 5 RE 995002291169 DNAAODIOD i computers GmbH 21082009 0 AssignedFCO Assis C02 In the next step enter the serial number of the customer s system If serial number is not known in ADLER it will not be possible to open a new service call In these cases please call the local FUJITSU Helpdesk new workorder FUJITSU THE POSSIBILITIES ARE IMEFIMITE serial No Serial Na CallDate E hour 16 minute 48 lat Click on Next to proceed system and warranty information as stored in ADLER will be displayed Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 19 124 new workorder FUJI TRE POSSIBILITIES ARE INFINITE ED SOS8205 1 product i
146. rder Mo then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Material and its Amount 4 2 Repair Process 4 2 1 Repair started If the spare part is available the repair process can be started First step is to manually change the status into Repair started open the Work Order Detail Actions Repair started FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout hos e XEM Workorder Detail ehr Field Service Repair started Technical question Call Date Workorder Partner call number Current Status Update service type ho Pate 20 03 2009 995002270115 i OrderContfirmation t Order parts Customer Hame Product i ECS Y Return order i Translation Tool i T Fuftsu siemens Computers o Robert YKBXDB4717 AGXA Aang sietus xpo mbH E t Appointment arranged gt YUCA Hews Response Time repair time Date of Carriage DIFS Code Keep Material ee DIFS for Ych P service Type SP Service Type Customer Cancel Workorder Spares t Mew Comment gt gt Reports t Edit Reference Mumber Settings t Print wworkorder gt r Customer Refresh page Help Condition Symptom uae O Detail Views amp Environment Cald G General 4 Hi i Repair with Spare 3 System does not boot Call iW Other i k MESSAGES Service Operations Issue June 2012 WCM WEB User Manual Warranty Clai
147. rder request is not covered by warranty or can be solved without a Work Order the request is rejected The name of the Service Desk Agent in charge and the reject reason is displayed in the red highlighted information area at the screen rir a Home Support Logout E WCM Workorder Detail W une i Field Service New Comment Overview Call Date Workorder Partner call number Current Status aes 11 02 2011 995003125056 E Rejected Refresh page Customer Name Product ECS Fujitsu Technology Solutions Kandziora Georg WKFWO014281 2H114 C Detail Views Response Time repair time Date of Carriage DIFS Code Technical question Ersin Translation Tool i Export gt WEM News gt DIFS for WEM Y Call Service l E Messages Service Type SP i Service Type Customer inia E Custome OnSite OnSite ustomer Product gt gt Spares gt Reports gt Settings Serice Desk Information Spares order Reason Repeated Repair Workorder History else unsuccessful repair Service Partner customer complaining about repeated failure again Explanation Customer gt Help System History e Invoice Information L Search for Workorder Serial Reject Type Reason for rejection Rejected rejected no Help Desk approval HelpDesk Comment Workorder Serial No Kandziora Geo The sound of the Hard Disk is within the specification Enter the Serial No CURRENT VIEW CALL MA
148. rders 34 3 4 3 3 Named repair for Displays with Door to Door Service oooccoooccccoooccccononcnooooonnnconnnnnconononcnnns 34 3 4 3 4 Bepair OF Bladi S oco nenne es 34 344 WOM WEBInIOEFmatloh eene te aevi teta e rata bam rent atate eed bind ravi Gone diee ai 34 3 4 4 1 SWAP Example 1 whole Blade unit was swapped seen 34 3 4 4 SWAP Example 2 SNR of defect unit was captured incorrectly ooooooocccononcnoo o 37 3 4 4 3 SWAP Example 3 Blade unit was repaired not SWapped o ooooooccccocccconcccnonccononcnononcnonancnonns 39 3 4 4 4 SWAP Example 4 Monitor was repaired not swapped eene 41 345 To Glamthe Work OFIGGL ooi i RERO Ia ia 43 3 4 5 4 Replacement SNR not in ADLER a E 43 3 4 5 2 Warranty of Replacement SNR is not Zero seen eene enne nnne nnne 43 3 4 5 3 Assets are incompatible oooocccnoccccnooccnnnooonnnnononnnconnnnnnonnonnnnnnonnnnnnn nro nennen nennen nnne ennt nns 43 34 6 SWAP Data in ADLER oie pet ant ut prb Ent Gd etu oo m VN Cu timus due 44 34 61 SWAP VAG em E M 44 3 4 52 GSWAPPOOLInVehlOLy unas ran 45 34 6 3 Warranty data after SWAD eeu ae 46 346 4 Delect System after Swap near 47 3 4 7 Monitor Service Concept Collect amp Return Display
149. rders is placed Check order confirmation 813 in detail views call OOOOON0000S803753 Remember If you only mark the little box in front of the description a normal warranty return order is created Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 99 124 4 6 5 Good part return 4 6 5 1 Good part return order for RET and N parts return order FUIITSU THE POSSIBILITIES ARE INFINITE O BT 2ND BATTERY UNIT BELL 3000Mm 4H FUJ CP2519845 X x Order Ha Return Material number S0045600657 O000000000550395 20 OOO0000000s50395 20 Input Field for Good Part Return or additional used spares Order Ho Material number Total o004600657 DuC DICES 40 2 4 3 7 2 1 GoodPart MaterialHumber Materialnumber according to delivery note Note If you leave the field Ordernumber empty then automatically a suitable purchase order will be selected Otherwise you can consequently enter a Order No then the return will be matched exactly with this purchase order Attention A return order will be created regarding to the selected Maternal and its Amount Quit El Finish Then click on lt Finish gt As confirmation you receive the following screen return order FUJITSU THE POSSIBILITIES ARE INFINITE Information The request for return orders iz placed Check order confirmation 915 in detail views call OOOOUN0O00S8037 53 Remember If you only mark th
150. re 1 Hard disk is not recognized 1 Hard disk internal Condition L Adler 2 Sporadic 3 5 2 3 Event 3 3rd Repair within 30 days If a Serial Number was repaired the 3ra time in between the last 30 days but not within the frozen zone which triggers the x day rule the Service Desk is involved by the Service Approval Process WOM in this case automatically sets the repeated repair reason Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 51 124 The Work Order automatically is moved into Status HDApprovalPending WCM displays the reason 0 DO is HE Home Support Logout M Workorder Detail au LOB ir z t New Comment Field Service Overview l Technical question Call Date Workorder Partner call number Current Status gt Pot wen i Ersin 08 02 2011 995003125018 HDApprovalPending Refresh page E Customer Name Product ECS Translation Tool E Fujitsu Technology Solutions Kandziora Georg YKDRO21008 2H212 C Detail Views TEMP Response Time repair time Date of Carriage DIFS Code WEM News 0 i0 T Call n RU F Messages DIFS for WEM Service Type SP i Service Type Customer gt gt Spares Handling Fee Handling Fee Reports Spares orde service Desk Approval Pending Spares order Customer Product Settings Reason Re
151. re part proposal in WCM may differ from the material number delivered by FUJITSU spares operations if alternative parts are supplied WCM and the spares application will take this into consideration in the fit to asset check during the return order process You may use alternative parts original FUJITSU material from own stock as well as long as the part is defined as alternative spare part for the related asset in the spare part catalog You can check this out using the Translation Tool check function described in chapter 1 1 8 Selecting Spare Parts with Translation Tool virtual Fit to Asset Check 4 4 4 Return orders for out of warranty systems In case a Service Partner wants to return material which has been used for an out of warranty repair PEC should be used Defective part return will be credited with a residual credit if some applies to the part At the PEC start page navigate via Spare Parts to Returns and choose Return Defective Detailed information is available from the PEC Manual chapter 4 3 2 4 4 5 Return orders for Work Orders after 30 days For each material N and R parts in WCM WEB return orders can be created within 30 days after the repair start date including order number ordered material and returned material number To insure full material credit is granted it is recommended to acknowledge the regional deadlines for part returns which may be shorter than 30 days Please refer to the dea
152. red material or material proposals from own stock Now you have the possibility to advise the remaining parts and to claim again FUJITSU THE POSSIBILITIES ARE INFINITE alone Support Logout LEM Workorder Detail i Field Service Overview Call Date Workorder 14 10 2008 995002281393 Customer Name Fujitsu Technology Solutions GmbH Response Time i Technical question i Ersin Translation Tool i Export WEM News gt DIFS for WEM Kandziora Georg repair time Service Type SP gt gt Spares OnSite gt Reports Settings Customer gt Help information Validation Result 52 Not enough return orders created 5 Missing 3x38008890 1x38008989 1x38006647 CURRENT VIEW CALL HN Condition Symptom 2 Sporadic H Hard disk 1 Hard disk is not recognized Current Status l ToClaimError Product ECS Partner call number YK2F013507 2H114 Date of Carriage Service Type Customer OnSite Action 4 HW Repair with Spare 1 Hard disk internal Problem Description test CR TaclaimError with detailed MATR Solution 12342342234 3747341 Line Items Material Material number Total Status 30006547 2 Proposed 380088585 1 Proposed 38008890 3 Proposed 36006547 1 Returned Labour Material number Status Total 8137127274 C Actions Claim Workorder Return order r Keep Material Cancel Workorder New Comment Edit Refere
153. rent Status Repair failed i Ersin 04 05 2012 i 995003693439 RepairStarted Update service type lati Customer Name Product i ECS Repair successful bna Ton Fujitsu Technology Solutions i i Ord rt i Export Angoak oy i Kandziora Georg YKDT049995 2H214 mp i i i Return order WCM Response Time repair time Date of Carria DIFS Code i p de 0 es Change status Service Type SP i Service Type Customer arranged a Bringin Bringin Keep Material m gt gt Reports i Change status Fujitsu Technology Solutions gt gt Settings CURRENT VIEW CALL RN T change status gt gt Help H Condition Symptom Action 2 Sporadic H Hard disk 4 HW Repair with Sp 2 Noise Vibration 1 Hard disk internal Change status Change status to Repairinterrupted v Problem Description asdfasdfsadfsadf Spare Part defective Line Items Material Comment Materialnumber Status Order No RET RET No d 34003251 Proposed 1 8006605323 34003251 Confirmed 1 80066052733 O 34003251 Returned 8006605323 8139711197 Labour Material number price WTY FLATRATE OK 1 51 00 EUR amp 10 v 2012 Fujitsu Technology Solutions Imprint Privacy policy Terms of use Y Vertrauensw rdige Sites Gesch tzter Modus Inaktiv Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Manage
154. repair time Date of Carriage DIFS Code Schark Robert YKOB146657 2HX14 Be WAC Ness DIFS far VM Spares t Keep Material Service Type SP Service Type Customer Era Bringin Bringin t New Comment Reports Settings Customer t Edit Reference Number t Print wworkorder CURRENT VIEW CALL t Refresh page Help Condition Symptom Action 2 Sporadic H Hard disk 4 H Repair with Spare X Other 1 Hard disk internal C Detail Views Call t Messages t Customer Product Spares order Problem Description jhagdithajfhajhfajkthlakjfhaithih Line tems Material Eu i System History Invoice Material number Total Status Order Ho RET Ho RET ReturnCode KeepMaterial See 2i i z L Search for Workorder Serial 66037472 5 Proposed 8004649055 L 84002154 1 Propozed 5004649064 LJ 84002154 1 Confirmed 8004650002 L 58037472 5 5004649065 L O Adler 64002154 1 mE 5004649064 Mm L Enter the Serial No m 4 1 1 7 Order Details You can see the PEC order number with using Button Spares order marked red or with clicking on the word Confirmed of the concerned material marked green FU ITSU PEE PESsIBILITIES AME INFINITE Home Support Logout Y wem Workorder Detail Field Serene Overview Rep stated E Technical question Call Date Wor kor der Partner call number Current Status
155. reselect Customer partner Reset Company Surname First Name Street Address 2 County Post Code Town Country Deutschland Phone Date On 23 09 2009 m Return Address Preselect Customer partner Reset Company i surname First Name Street Back wf Vertrauensw rdige Sites Gesch tzter Modus Inaktiv Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 119 124 After the Forward Service Partner Repairer accepted the claim you are informed about the new Work Order number the Forwarded Service Partner Repairer received while taking over the call FUJI THE POSSIBILITIES ARE INFINITE Home Support a EM Workorder Detail m Arbons Re Fi ervic Return order Field Service Overview Call Date Workorder Partner call number Current Status 21 09 2009 995002281294 Forwarded Customer Name Product ECS Fujitsu Siemens Computers GmbH E E Response Time repair time Date of Carriage DIFS Code Keep Material Technical question i Ersin New Comment i Translation Tool Print workorder b Export gt WEM News gt gt DIFS for WOM gt Spares gt Reports Customer la CURRENT VIEW CALL E gt Product gt Customer Spares order gt Help Refresh page Kandziora Georg YKKRO11111 2E22U Detail Views Call Messages Service Type SP Service Type Customer Handling Fee Brin
156. reviously ordered as ADEX order Complaint orders for previous standard spare part orders can be done without Work Order reference only 4 6 2 1 Part Warranty DOA Complaint Order to replace a previous delivery on ADEX order 1 Former Repair Service Partner opened WO 995003125348 with order 8006226945 After repair finish and return of the defect part the WO was claimed But the part failed again subsequently 2 Subsequent DOA Repair A new Work Order 995003125350 is opened If this happens in between the frozen zone the Help Desk Approval Process applies as described in Chapter 3 5 2 2 Repeated Repair The Repeated Repair Reason defect spare part is to be selected FUJITSU new workorder System History Call Date Workorder Problem Description Solution 21 04 2011 995003125350 2H214 Hard Disk vibrations HD exchanged _Repeated Repair Another workorder for this asset has been created recently Please select the reason for the repeated repair and add an explanation defect spare part v Part was exchanged but failed again The ECS error code in WCM WEB must include the Action Code O DEFECTIVE SPARE The Error Description has to be entered with prefix DOA E Error Code System Fujitsu Technology Solutions No Defect Found Functional Check only Electrical mechanical refitting e g Jumper cable Ship customer replaceable unit CRU HW Repair with Spare 6 System ex
157. rnNumber5 ReumPatNumber amp III RetumRetumables o ReturnCode6 ReturnNumber6 BeumPatNumber RetumRetumabe7 EA CATA EA RetumRetumabes ETE ReumNumber O o BeumPatNumber fRetunRetumableo fRetumCodeo ETT IBeumPatNumberO ooo BeumRetumablet ooo BeumCodeto EA 5 2 Invoicing 5 2 1 Overview 1 All Work Orders with the status to Claim will be forwarded for validation and invoicing Precondition is that the return orders for all defective parts are created in PEC and reported back into WCM WEB 2 The defective part is received back at FUJITSU 3 The FUJITSU Validation Centre VC checks the claim a The VC accepts or b The VC rejects or reduces the claim 4 You have to accept reduced or rejected claims or clarify with the VC until you can accept the result 5 The Validation Centre sends the clarified claims to the local FUJITSU claim approver Service Partner Manager 6 The local claim approver confirms Depending on the invoice process agreed in your SP Contract and defined in the WCM master data a credit note is issued automatically or an invoice proposal is sent with which the Service Partner create the commercial invoice Please also see chapter 5 2 2 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 112 124 Invoice Process 4 N Service Partner create an invoice FUJITSU creates an invoice Payment takes place with an invo
158. rranty Claim Management Tool Page 90 124 4 5 2 Own stock material kept As WOM supports the SP to create return orders for all ordered spare parts a warning message is displayed if the SP claims before all return orders have been created See 5 1 2 ToClaimError For parts ordered from own stock this means you have to set the keep material flag for all parts proposed but not used for the incident 4 6 Good part return and complaints DOA WPIB and WDel With action Return order you get the following screens You can choose between creation of Good part return or complaint cases DOA spare part is dead on arrival WPIB wrong part in box and WDEL Wrong delivery As a default the defect return and the Good Part return function is displayed If you want to switch to the complaint orders DOA WPiB WDEL please press the bar go to Complaint A EEEEEEEEN FUJITSU THE POSSIBILITIES ARE INFINITE return order Warranty or GoodPart Returns go to complaint DOA VPiB WIel Description Material number Total Order Location RET LSF O BT 2ND BATTERY UNIT GCELL 38D DW AH t FUJ CP251845 XX Order Ho Return Material number SO04600657 QOOOO0000088039520 O000000000s5039520 Description Material number Total Order Location RET LSF F Board BT ANT FLI ECP331580 x X OOOOON0000S4005969 Order Ho Return Material number 3004600657 O0000000034005363 Input Field for Good Part Return or additional used spar
159. sNR4 WDCWD25008 oS d Quantity Priced O Currency EC G O OrderNumber4 8006226787 PartNumbers ANN VEN A EC O A O Prices O AAA O CAMA ETA O A EC O A O EA O AA O Ordernumbers PAN IBesepio sez EN IQumityz O Pis Zu Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 110 124 Currency7 CA EMT O Descriptions EC O CAT O Prices o d AAA O Ordernumbers ATTE O ATT sueo o O IQumiyg O IP O AA O CA ETT Descriptionto ECT O CA A Prceto O o AA O CA Spares Ordered 15 03 2011 13 33 Spares InDelvery Repair Started a Repair Success Fa S Repair NotSuccestull PickUpCompany PickUplasiname AA ATT PickUpSupplemet ooo AAA PickUpZipCode PickUpcity PickUpCountry EA IBeumLastmame IBeumFistmame EEE ESE RetumCouny S IBeumZipode IBeumCiy o IBeumCountry RetumPartNumberi 34008959 RetumRetumablet False ooo RetumnCode A BetumNumberi 8139226088 ReturnPartNumber2 88087460 ReturnRetumable False RetumCode2 MEMMMMMISJ OSUMEQUgs BetumNumber2 RetumPar Numberd 34048728 False AN Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 111 124 ReturnCode3 BetumNumber 8139226087 RetumPartNumbera RetumRetumabe4 IBeumCoded IBetumNumberd BeumPatNumbe RetumRetumabes ReturnCode5 Retu
160. signedFCO y Requested 0 Computers GmbH Rejected 5 Rejected 5 i Export Mou EN toe Ru M Fujitsu Siemens ECHOS ds a 385002281 151 Y KJNOOD3O0O0S Ominami 18 08 2009 AssignedFCO Assigned 14 gt gt CM News computers mb Assignec NET NS zm Fujitsu Siemens INDEM ID E Open 18 995002281169 INAA001 00 _ I 21 08 2009 0 AssignedFCO DIFS for WCM ran m nm Computers GmbH ner In Progress 55 gt gt Spares 995002281170 VKJNO0302 de See a 21 08 2009 O AssignedF CO Double Flatrate Calls 0 Reports 995002281204 B2K01 3006 Fujitsu Siemens 25 08 2009 4 FCO Awaiting Immediate Action 0 393002201 204 YB2K01 3006 5 08 2009 48 AssignedF CO Settings ee ne Computers GmbH pud Aa ici success gt Customer 995002281205 YKJROO1010 Fujits us plos 25 05 2009 0 AssignedFCO To claim error 17 Computers GmbH D 7 gt gt Help Fulitsu Siemens Claim Vvorkorder 68 een nee rnm Computers GmbH tia ds dual Validation center 41 995002281201 vB2ko13003 Fultsu Siemens 25 08 2009 48 AssignedFCO oT Sree Computers GmbH Fuitsu S vC Rejected Claims 1 ana VEO 300 ujitsu Siemens 25 na 20091 48 gears ES CEN Computers GmbH a TG Assigned CO Replied to Validation center 2 995002281211 vK2Kk001004 Fullfsu Siemens 26 08 2009 0 AssignedFCO as M Computers GmbH ees een o A Fujitsu Siemens AA IER T 995002281212 YK2K001005 I 26 08 2009 48 AssignedFCO ee ave Computers GmbH gnedr
161. sis is set on Work Orders and related material return orders If despite these monitoring data differences are detected please inform WCM support 1 2 Frequently asked questions If you have questions during you work with WCM please use the FAQ Function The FAQ Function is available via the Button Support or the section Help in the main menu Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 10 124 FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout eal Newsboard LJ Adier ee News Date Message t Mewesboard ee DIFS for Vut EU Decoder Enter the Serial Ma Enter DIFS Code Spares gt Reports gt gt Settings gt Customer gt Help FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout 32 WCM Frequently Asked Questions gt VC News OCEAN Keywords Spares Category All v Language English m SEARCH lll gt Reports Settings RESULT PO Customer Help E Frequently Asked Questions t Manuals Enter the keyword you look for answers and press search FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout 20 WCM Frequently Asked Questions gt WM Mews gt DIFS for YC SIUS gt Spares Category All hu Language English v SEARCH Ell gt Reports gt gt Settings RESULT PH Customer Help What does it mean SP Repair Scope does not contain asset You h
162. stomsDuty LSF Order Now ordered MIRO 146 10 EUR a LJ LI L Material Details Return Type R46 Warranty LI CRU Return Materialnumber Limited Warranty L Fit To Asset Return Humber 98137127112 Limited Warranty Duration 0 Fit To ErrorCode Product Hierarchy HD gt 180GB 25068 Order information Delmery address Order Ho 2004550190 Express E If the field service display in the user settings is maintained accordingly the return code can be displayed in the Work Order Details as well Service Operations issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 85 124 Article Code Type Total price Customer RET LSF OrderMow Status Order Mo RET Mo KeepMaterial Return ype gt gt WCM e WCM News gt gt DIF c Reports BE gt Settings t Edit account settings sei sitit Edit field service display Edit lineitemz display Supervisor FUIITSU THE POSSIBILITIES ARE INFINITE Home Support Logout C Actions VVorkorder Detail Y WCM i Field Service j Technical question Ersin H Translation Tool ie Export rr Wh News zr DIFS for wich Spares Reports Settings gt gt Customer gt Help Line Items Material Material number 34009635 34009670 34009635 30037112 34009635 34009670 34009635 30037112 34009635 34009670 34009635 Balr37112 34009635 91 ANOETA Call Date 17 01 2009 Customer Response Time Servic
163. t Internet Explorer Country Cortroling Beschreibung FSPOSMAP Administration rea kein g ltiger Garantiebereich Reports Owner D Gruppe su Haftungsdaten Reaktionszeit hy Wiederherstellzeit hj Service Tage WD Service zeit A VORORT TRANSPORT TRANSPORT ARBEIT MATERIAL A Yom Kunden um Kunden Detailinformation in Monatsangaben Historie Garantie Cole VO ZAR MA ERSTELLER OWNER pacc po EEE ec D j ADD WNFO Wm BM 9 jo ojo O 0 v w game Lp EEE EHE Ei o pup eee i Pe peo Lp e o ADD WAR INFO FSP SWAP lajo o o n adleradm YE8L022271 Multipurpose Hag Datum Ersteller SWAF 2009 03 17 adleradm x Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 48 124 3 4 7 Monitor Service Concept Collect amp Return Display April 1 2009 a new Monitor repair concept was introduced Collect amp Return Display Monitor this Service applies to are not exchanged but the repaired system is returned to the customer The swap process is not in place The ADLER values distinguish from Door to Door and normal Collect amp Return The warranty values are FromCustomer ToCustomer Labour The asset has no swap flag See example from ADLER below Fujitsu M e NN adler adler v3 10 ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YE8G000356 Warranty Service device serialnumber iy Type AMILO Disp
164. t Tool Page 62 124 O tracking Shipment 8292170691 8006614077 2 2 2012 5 52 00 PM 2 3 2012 10 41 00 AM UPS AWB 1Z009F0E6855587082 provider tracking Content 000010 38012209 4 Rubber Foot Lower Assy 4 1 2 Using Spares of own stock You can use spare parts from your own stock original FUJITSU parts if wanted and available The processing in WCM WEB begins like the normal spare part ordering process Therefore please start your WCM entries as described in chapter 4 1 1 Then proceed here You can change the order location of the selected spare parts to Own Stock FU TTSU THE POSSIBILITIES ARE INFINITE order parts Options Delivery Comment Where would you like the spare parts to be delivered servicepoint MO Customer Q Delivery address Please Choose free address Q You selected the following spares Material number Description Entry late COR DYD DUMMY ROHS if 00030464 SNP A3CAO071641 02 09 2009 Click on lt Next gt to proceed in the following window all Work Order settings can be verified Click on lt Finish gt An information screen confirms the Work Order was created Work Order status changes automatically from Requested to Open Status will stay in status Open until you change it manually with click on repair started Only if you order spare parts from FUJITSU then status changes from Open to In Progress automatically Service Oper
165. t up new addresses please refer to mailto SparesDebitor Masterdata ts fujitsu com Due to export control regulations the customer address or a free delivery address is only available for deliveries within Germany Where would you like the spare parts to be delivered servicepoint Customer Delivery address O eoodod free address After the claim is accepted by the Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 58 124 oupplier FUJITSU MIRO Spare parts are delivered from FUJITSU warehouse Own stock You have the required spare part in your own stock Ordering process ends after you confirm own stock Process will be shown in chapter 4 1 2 Where would you like the spare parts to be delivered servicepoint Supplier Customer free address e Masseinnse c ee ere ee eee ee You selected the following spares Click on button lt Next gt to proceed In the following mask all order settings can be verified Click on lt Finish gt 4 1 1 6 Order confirmation An information screen confirms the spare part is ordered How this is confirmed depends on the way you have reached the ordering process A Material Orders for already assigned Work Orders i e HD assigned claims or self assigned claims which are in status further than requested accept workorder FUJITSU THE POSSIBILITIES ARE INFINITE Information order was send B Self
166. the call open process E l adlerva 10 adler ABOUTUS RE REGISTER DOWNLOAD UPLOAD PRINT YE8LU27327 Warranty Service Twe AMILO Display L 2190 VEBLD22227 Family code YEBL AMILO LL 3180 Part number 526361 K1284 V181 weight gram Material number O0000001 0800980072 Last update 10 30 2008 warranty information partlist component details multipurpose ose for details click here configuration data mutige testinformaton Factory delivery date 10 28 2008 Date offirstuse 11 28 2008 testing results delivery data history first use date idtalview Customer warranty service additional services history Code FSFONGDIOISTDWDYE amp Multipurpose Microsoft Internet Explorer country controling Description 3 years Door to Door Exchange Serica administration Area E FSC Limited Warranty adler v3 10 Group DYE Display Entry Reaction time ihi YE8L022271 Multipurpose Repair time hy 0 Flag Datum Ersteller warranty days WD SWAP 2009 03 17 adleradm x warrantytime l ON SITE TRANSPORT TRANSPORT LABOUR MATERIAL le a Fromcustomer Tocustomer Y et emo Detail information in months history warranty Code OS FC TC LAMA PRODUCER OWNER BASIC BAZEZE l ADD WAR INFO BW_no_BOM In olofo u un 0041202147 I STANDARD pap onaoooosrowove To 26 36 0 0 TOPUP I wee ae EXTENDED HH
167. tion unexpected message 34013837 BT 2ND BATTERY LI ION 33800MAH EC Enter the Serial Ma Information Helpdesk can send comments to you But you can t answer Your comments won t be forwarded to the Helpdesk 7 4 Abbreviations of spare part data In the process of ordering spare parts material numbers are suggested and additional data is given as there are WARRANTY opare part is in warranty For a warranty repair SP will receive a credit Also limited warranty parts are marked with this flag Local spare part Flag opare part with local sourcing agreement with FUJITSU Service Country Management Spare part is returnable E g the defective spare part has to be sent to FUJITSU Fit To Asset Spare part fits to the asset serial number Help Desk Approval Process Partner Entry Channel ECS Error Code System Spare part fits to error code if it is ticked at ECS field
168. ubmitted which of the spare parts match WEM Translation Tool Search U Adler z Field Service Enter the Serial Ma i Technical question Action sparepart List M Ersin VC Account SupportlD fo Translation Tool Serial No Po t Export Material number fo or WCM News Delivery Date FC FE format Do Mit vr gt DIFS for WEM Date nf first use fC Jf format DM Ze Error Cade edi tC E gt Reports Translation ool CM Translation Tool pel ERES Language Engish SEARCH DJ Customer gt Help RESULT PS The Material Check search activates a Fit to Asset Check of a particular material number and helps Service Partners to select matching parts from own spares stock Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 9 124 FUJITSU THE POSSIBILITIES ARE INFINITE NEM Home Support Logout TM Translation Tool Search i Field Service Enter the Serial Ma Action Material Check i Technical question i Ersin WEM Account SupportiD 00010xxxxx ion Tod Serial No YMXX000001 t Export Material number gt gt WCM News Delivery Date fF E fermat DO MM vv gt gt DIFS for WCM Date of first use fF l format DO MM YY snm Error Code edit RENE Translation Tool WEM Translation Tool i Settings Language English hd SEARCH IES gt gt Customer Help RESULT EEREEEEEAMNNNNNNN Additionally in
169. uding HDD discard Return Order is mandatory and written conf has to be send to Spares Operations instead of defective part _ Search for Workorder Serial Workorder Serial No C Adler Service Partners maintaining systems with Top Up Warranty including HDD discard Service mit Datenschutz if sold in Germany shall not use this function as those return orders shall not be cancelled WCM WEB is giving instructions on the bottom line of the keep material screen For orders updated with the keep material flag no return order is expected As for each ADEX order a return order already exists the keep material flag triggers an automated info mail to Order Processing Spares Order Processing Spares will cancel the return order With Cancellation the return code CANCL is transferred to WCM WEB A new flag on line item level is added You can change setup as in chapter 2 3 Edit line items display described The flag is set in the despatched line if ordered in PEC and in proposed line if it is an own stock order see below 4 5 2 Own stock material kept Line Items Material Material number Total Status Order Ho RET Ho ReturnCode KeepMaterial 30006712 1 Proposed B nde48002 E 30006712 1 Confirmed 004649002 L 30006712 1 Despatched 2004649002 CANCL 30006712 1 Returned 8004649002 3137126324 E Labour Material number Status Total price Service Operations Issue June 2012 WCM WEB User Manual Wa
170. ullgielie e Ems 78 AA ADEX J Co CE c MET 78 4 4 1 2 Orders with more than one part ssssssssssssssseseeeeneeenenee nnne nnns nennen nnn nns 79 14 2 Physical Dart Felt Bistrot on SU ead edad beatae refutare ase iade ne 82 4 4 2 1 Return Code registration sssssssssseseseseeeeee nennen nennen nennen nnne nnne nnne nn nennen nnne nns 84 4 4 3 Return orders in case of alternative material taken from own StOCK ccooococcooocccconoocnnnonnnnos 86 4 4 4 Return orders for out of warranty systems ssssssssseseeeeeneeen enne nennen nennen nennen nennen 86 4 4 5 Return orders for Work Orders after 30 days enne nnne 86 4 4 6 Claim Reference on Part Return FoOrM oooooccccnnooonncconoooncncnononnnonconononnnncnnnnnnnnconnnonnnnnnnnnnnnnncnnnonnnnccnnnonos 86 44 7 Fu breturmm maskin WEM WEB 0 ee a E E E E AA 88 4 5 Keep material flag anne 89 4 5 1 Customer keeps Materlal usa aaa 89 452 OWN Stock material KOU cuatro pa itaed atis Ci cce toe bea Catulo el 90 4 6 Good part return and complaints DOA WPIB and WbDel 11eeeeee eese eee eere eren nnns 90 465 1 Dead On arrival DOA didas 92 4 6 2 Workaround for DOA after repair finished ooooooocooocccooocncoonnncnonnccnonnnononnncnonnncnnonccnnnnnono nono 93 4 6 2 1 Part Warranty DOA Complaint Order to replac
171. untry specific service processes for special cases e g AMILO LIFEBOOK with Collect amp Return service forwarding a repair is possible Important This function has to be activated in the country If you can t do the repair and forwarding is possible then action Forward Work Order has to be used Action Forward Work Orders is available after status repair failed is set Actions k Forward WWork order t Order parts t Change status t Appointment arranged k Cancel WWorkorder k Mew Comment t Edit Reference Mumber t Print workorder Refresh page FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout WCM i Field Service Workorder Detail O Actions Repair started Overview Call Date Workorder Partner call number Current Status 21 09 2009 995002281294 De RepairFailed gt Repair failed Customer Name Product ECS Repair successful Fujitsu Siemens Computers GmbH Response Time repair time Date of Carriage Technical question Update service type i Ersin i Translation Tool gt gt WCM News gt gt DIFS for WCM gt gt Spares gt gt Reports gt gt Settings gt gt Customer gt gt Help Forward Workorder Kandziora Georg YKKRO11111 26224 Order parts Return order Service Type SP Service Type Customer Change status Bringin Bringin Appointment arranged Cancel Workorder New Comm
172. uters 2 3 0009 q Open GmbH In Progress 58 gt Spares t Fuji i i n 995002270162 YESGOONSS7 Beh Ame COMPUETS os USE 0 Open Double Flatrate Calls 0 gt Reports i ee Awaiting Immediate Action 0 gt gt Settings 995002270248 VEBPODOS71 Gmt 02042008 0 Open Repair successful 16 DENEN Qasnno znosn i vFRPhhnRRE Venlllkammar Mile nana anna n wien Tesla anni After the spares system confirms the material order is placed the current status of the Work Order changes to OrderConfirmation see next screen shot This shows that the order was created successfully In the status list the Work Order now is shown in status In Progress Another hint for successful order creation is the Material Status at the bottom of the Work Order Detail marked green Complete explanation regarding this Material Statuses please see chapter 7 2 3 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 60 124 FUJI THE POSSIBILITIES ARE INFINITE Home Support Logout x WEM Workorder Detail B ous Field Service t Repair started Call Date Workorder Partner call number Current Status 26 03 2009 995002270170 OrderContirmation Customer Hame Product Technical question Update service type Order parts i Ersin Return order Change status Appointment arranged Translation Tool Fujitsu Siemens Computers GmbH E Response Time
173. visedBy vC ClaimRevisedBy vC ClaimRejectedBy vic ClaimRejectedBy vC ClaimRevisedBy C ClaimRejectedBy vic V alidatianFe amp clback Comment call start 10 03 2009 16 30 clock jfakjfasjflkazjflajf To Claim Claim moves to validation centre Country Manager has approved the claim Claim is paid Country Manager has approved the claim Claim revised by operator 0 Claim revised by operator 0 vC Rejected Claim O VC Rejected Claim 0 Claim revised by operator 10 WC Rejected Claim rejection not acceptable Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 108 124 5 1 5 WO History on export file Various time stamps can be selected The selected fields are added at the end of the file string FUJITSU THE POSSIBILITIES ARE INFINITE Home Support Logout y WCM Export call B iis i Technical question i Period from LJ Delimiter L Adler H Translation Tool to L Additional Fields in Export File call accepted spares ordered spare in delivery _ repair started gt WAM Mews rm DIFE for VvCM repair successful repair not succesful _ SEARCH El FERRERIES Workorder Product Customer Reports 395001523725 YK9S002337 Schnell Petra 16 052008 0 ToClaimError 1B1X4 x Settings 995001858522 YKWLOO3999 RTT 24102008
174. ws Call Messages Customer Product Spares order gt Workorder History System History Invoice C Search for Workorder Serial Workorder Serial No C Adler Enter the Serial No Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 74 124 5 Repair Successful and To Claim Actions Claim Workorder Repair failed m ir call number Current Status i RepairSuccess ful t Update service type ct ECS Repair successful 49995 2H2744 Order parts Return order yr m FUJITSU Home Support Logout ly Workorder Detail Overview Call Date Actions Reset To claim New Comment WCM i Field Service i Technical question Ersin i Translation Tool Current Status ToClaim Product ECS Workorder 04 05 2012 995003693439 Customer Name Fujitsu Technology Solutions Division i Response Time Partner call number i Print workorder Refresh page Kandziora Georg YKDT049995 2H214 C Detail Views Call gt Messages j repair time j Date of Carriage Service Type Customer Bringin Service Type SP Bringln Customer Product Spares order Workorder History System History Action 4 HW Repair with Spare Symptom H Hard disk i 2 Noise Vibration 1 Hard disk internal Condition 2 Sporadic Invoice _ Searc
175. y address details of the new customer and at least one telephone number All fields marked red are mandatory and have to be filled in completely They are also used for feedback and reclamation purposes new workorder FUIITSU THE POSSIBILITIES ARE INFINITE Y kb SOSE205 Search customer Customer ID O First Name fs Create new customer Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Click on Next to proceed FUJI II THE POSSIBILITIES ARE INFINITE Page 21 124 new workorder Hew Customer Salutation Title Company Surname First Name Department street Post Code Town Country Phone Private Phone Business Fax private Fax business Mobile Email 1 Email 2 accessible under A Warning list check is opened TKBSOs8205 Gadletz Christine t Miez van der Rahe Strasse 8 180807 TESTO pem Munchen Deutschland 08952525252 08962626262 Service Operations Issue June 2012 WCM WEB User Manual Warranty Claim Management Tool Page 22 124 WCM Web Frame User microCAT EDV Vertriebs und Software GmbH S Sp rel Fujitsu Technology Solutions amp 6 Ee new workorder Fujitsu Technology Solutions new workorder FUJITSU YKJRO31422 New service call O Status Requested 18 Export Monitoring Warning List Name Country SCHNEIDEREEIZ WERMELSKIRCH

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