Excellent Service Guide
SWA CS Team
Title ESG20190826 “Customer Device Testing Methodology”
ESG Date 26th Aug 2019 Requester Network Planning
ESG Type Communication Product / Model HHP
Background:
• Few engineers configure their personal social media app/ mails or use for personal calling to test the
device repair quality.
Repaired Device Quality Check Tools :
Currently below tools are available to ensure the quality repair of device.
• IQC {Inward Quality Check}:
-> Available in GSPN & to be used by engineer
• OQC {Outward Quality Check}:
• Self diagnostics tools in Samsung Member }-> to be used by customer.
Process to Adherence: Engineer should follow the following guide for customer & Loaner devices
1. Customer Device :
• Don’t carry the device outside the service center.
• Don’t insert personal SIM into customer’s device
• Don’t use the device for personal calling
• Do not forget to empty recycle bin & it is mandatory to check before handing over device
• Don’t configure personal social media app like whatsapp, Facebook, Instagram / Personal mail any
3rd party application / game which is not required etc.
Note: Do not forget to delete internet browsing history / Games / applications / photos /videos/ contents if
downloaded during testing before handover device to customer also make sure RECYCLE BIN of gallery
should clear.
2. Loaner Device :
• Always factory reset and update latest SW in the loaner before issue to customer.
• Always factory reset loaner set before GR from customer.
Quality Check of Repair Device:
• Always use OQC all checks (No skip) for quality repair.
• Always use testing SIM only for fault simulation if required.
This process adherence is mandatory with immediately effect
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Excellent Service Guide
SWA CS Team
Distribution List : CS Portal
Job Role Applicable Applicable
HO001~HO - SWA CS Team CC01 ~ CCC – Manager
HO002~HO - Service operation group CC002 ~ CCC – Others
HO003~HO - Technical support group CC03 ~ CCC - TA(AV)
HO004~HO - Parts operation group CC04 ~ CCC - TA(HA)
HO010~HO - SVC administration group CC05 ~ CCC - TA(IT)
HO006~HO - Customer experience group CC06 ~ CCC - TA(HHP)
HO007~HO - Strategic planning group CC07 ~ CCC - TA(HME)
BO001 ~ BO – Branch service(India) CC08 ~ CCC - TA(B2B)
BO002 ~ BO – Branch service(SAARC) CC09 ~ CCC - Dealer Hotline
CC010 ~ CCC - Happy Call
Distribution List : G-SPN
Job Role Applicable Job Role Applicable
P101 ~ Partner(HHP) - Center Manager P116 ~ Partner - engineer(HME)
P102 ~ Partner(HHP) - Administration P117 ~ Partner - engineer(Demo)
P103 ~ Partner(HHP) - Parts Controller P118 ~ Partner - engineer(Installation)
P104 ~ Partner(HHP) - SVC Tracking P201 ~ Partner(RB) - Center Manager
P105 ~ Partner(HHP) - engineer Supervisor P202 ~ Partner(RB) - Administration
P106 ~ Partner(HHP) - engineer P203 ~ Partner(RB) - Parts Controller
P107 ~ Partner - Center Manager P204 ~ Partner(RB) - SVC Tracking
P108 ~ Partner – Administration P205 ~ Partner(RB) - engineer Supervisor
P109 ~ Partner - Parts Controller P206 ~ Partner(RB) - engineer
P110 ~ Partner - SVC Tracking P301 ~ Partner(L4) - Center Manager
P111 ~ Partner - engineer Supervisor P302 ~ Partner(L4) - Administration
P112 ~ Partner - engineer(AV) P303 ~ Partner(L4) - Parts Controller
P113 ~ Partner - engineer(HA) P304 ~ Partner(L4) - SVC Tracking
P114 ~ Partner - engineer(IT) P305 ~ Partner(L4) - engineer Supervisor
P115 ~ Partner - engineer(HHP) P306 ~ Partner(L4) - engineer