Jan 07

PHILIPS COMPONENT LEVEL REPAR

INTRODUCTION

Philips do not supply all modules as spares for their Flat Panel TV. Hence it follows that when these modules are identified as faulty they must be repaired to component level. It has therefore been decided to establish a central location to repair these modules at Aycliffe Technical Centre.

The purpose of this brief is to identify a robust repair process for Philips modules down to component level.

The objectives of the process will be to: -

a.                  Keep the downtime of the customer’s product to a minimum by repairing the faulty module as quickly as possible.

b.                  Ensure that we get paid for the repair by recording the repair details correctly.

PROCESS

Product within the Technical Centre

Sending Technical Centre

·         Module identified as component level repair [COMPONENT LEVEL REPAIR] on Order Creator

·         DO NOT order part

·         Remove module from unit

·         Identify each module with the following information:-

·         Technical Centre

·         Job number

·         Symptom.

·         Package module safely and securely.

·         Endorse packaging with “Philips module for COMPONENT LEVEL REPAIR”

·         The sending Technical Centre should book all Board jobs to S21 Aycliffe.

·         The sending Technical Centre to put which board sent and the despatch reference in special instructions on JRS

·         The site should run the Booked Jobs Report S21 and arrange to despatch to Aycliffe.

·         Send both copies of the Job Card with the boards.

Aycliffe Technical Centre

·         On receipt of the module, locate and book a new job on to JRS

·         Book the job using product type B07

·         Book the job using details from the sending Technical Centre job

·         Enter the sending Technical Centre job number in the Repair Form number

·         Issue job and repair

·         On repair, complete the job, ensuring a full engineer report

·         Update the sending Technical Centre job with details of the part fitted

·         Ensure original luggage label still attached

·         Package module safely and securely, including a full Service Report

·         Send to originating Technical Centre

·         Update sending Technical Centre job with despatch reference

Originating Technical Centre

·         On receipt of repaired module, locate and book job to engineer

·         Engineer to re-fit module and fully test product before completing the job

·         Ensure that job has been updated with COMPONENT LEVEL REPAIR details before signing off the job.

Product in customer’s home

Sending Technical Centre [when fault diagnosed by CSA]

·         Order part on Order Creator

·         Empty Box [EMPTY BOX]** will be tagged by Lincoln

·         Flat Panel Team booked

·         EMPTY BOX sent to FP Team ByBox

·         FP Team collect EMPTY BOX and visit customer and validates diagnosis

·         FP Team remove module and place in EMPTY BOX following instructions regarding labels etc. [Ensuring the JRS No, Make, Model and type of board is clearly marked on the identification label].

·         FP Team should whenever possible return to the ByBox on the same day with the faulty module, if not, they MUST return the module to ByBox the next day.

·         FP Team to enter a visit result of Held, with engineer report identifying which module has been sent to Aycliffe for repair.

·         ByBox will transfer the module to Aycliffe

Sending Technical Centre [when fault diagnosed by FP Team]

·         FP Team MUST place order for parts with the Technical Centre whilst in the customer’s home

·         If CSA identifies module as COMPONENT LEVEL REPAIR, part will NOT be ordered

·         FP Team removes module and places in EMPTY BOX [take from van kit supply] following instructions regarding labels etc.

·         FP Team should whenever possible return to the ByBox on the same day with the faulty module, if not, they MUST return the module to ByBox the next day.

·         FP Team to enter a visit result of Held, with engineer report identifying which module has been sent to Aycliffe for repair.

·         ByBox will transfer the module to Aycliffe

** Empty Box [EMPTY BOX] will include the following: -

·         Intervention Label

·         Identification Tag

·         Returns Label [to Aycliffe]

·         Instructions

·         When a FP Team uses one of its supply, a replenishment order MUST be placed SAME DAY, to 

enable Lincoln to recognise that a part has been despatched to Aycliffe.

·         To order replenishment boxes either e-mail christine.stewart@thetechguys.com or ring 01522 686378 and advise it is for the Philips FP Process and which Bybox it is to go to.

All FP Teams will be provided with an initial issue of 5 EMPTY BOXES.

Aycliffe Technical Centre

·         On receipt of the module, locate and book a new job on to JRS

·         Book the job using product type B07

·         Book the job using details from the sending tech centre job

·         Use the sending tech centre job number as the repair from number

·         Issue job and repair

·         On repair, complete the job, ensuring a full engineer report

·         Update the sending technical centre job with details of the part fitted

·         Ensure original luggage label still attached

·         Package module safely and securely, including a full Service report

·         Aycliffe will send the board back to the ORIGINATING engineers’ bybox and make the job available on the relevant Technical Centre JRS.

·         The sending Technical Centre would then make the booking to visit the customer.

Originating Technical Centre

·         The sending Technical Centre would then make the booking to visit the customer.

·         FP Team collect repaired items daily from By Box

·         ...