There are two processes which could be done to get an expertise :
- If the product is under warranty, the front office is accountable for the replacement of the product. If the front office wants an expertise, the product should be returned as a RTS in the distribution centre, and we (LoB / expertise centre) will ask for the product return to make an expertise.
- If the customer want an expertise the front office has to create a TEX case in Bridge front office and then we (LoB + front office) will decide what kind of expertise to do.
In both case you should add a site report describing the problem, the environment, the parameters of the product and all useful information.
(please contact quality manager FRANCOIS BLANC to notice which of the option you select to track that case).
Minimum information required :
- Complete description of the failure (how it happen, how it has been detected)
- Site location (country / town)
- Environment conditions (humidity / temperature)
- Any error code
- Application of Customer (what loads are connected)
- If possible wiring diagram / single line diagram
Without those information the lab is blind ! Most of the time we do not achieve to reproduce the fault because we do not know what to look for.
Thank you !
Below is procedure describtion about TEX and RTS:
TEX is the process use through BFO to trace the need for a customer to get an expertise on a =S= product (it's about just like a case but you may receive the defective product).
RTS is part of an old global tool which names GRAP. RTS mean simple technical return. When a front office replace a product in a customer they get the defective product back to the distribution centre and a RTS is created. Line of business and expert centre have access to all RTS and may (or not) get the product back for expertise with the RTA process.
In both case the front office should provide the relevant information about the use / defect... to the expertise centre to help understanding the problem.
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