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Self-Maintainer Conference Call

Self-Maintainer Conference Call. Thursday, February 24, 2005. Agenda. Welcome and Objectives Continue mutually beneficial two-way communications Performance Metrics 2004 Recognition Quarterly and Yearly Miscellaneous Updates 2005 Emphasis Questions and Answers. The Measurements.

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Self-Maintainer Conference Call

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  1. Self-Maintainer Conference Call Thursday, February 24, 2005

  2. Agenda • Welcome and Objectives • Continue mutually beneficial two-way communications • Performance Metrics • 2004 Recognition • Quarterly and Yearly • Miscellaneous Updates • 2005 Emphasis • Questions and Answers

  3. The Measurements • Claim Volumes • First Time Fix • Within a 30 day period • Parts Per Serial • Within a 30 day period • Type Service 3 and ECAs not included • Problem Claims • Claim did not process through the system completely • Billed 30 Days • Results equal to or better than the self-maintainer average • Due to some internal IBM problems during 2004, problem claims, billed 30 day taken out of recognition criteria.

  4. 4th Quarter 2004 WSM Averages + Indicates average of WSMs was better than average for all approved servicers

  5. Your Location’s Performance • Click on Performance Scorecard listed in the left navigation bar

  6. Miscellaneous • IBM Workgroup Printers added to eligible products as of January 31, 2005 • RDC04 and RTC04 are the current desktop and mobile education requirements • Eclaim prompts consideration of Type Service 3 if same part, machine type, serial claim submitted within 10 days • Communications depend on accurate contact information in the SPM* • IBM/Lenovo strategic alliance work is continuing * Please refer to back up materials regarding training profile updates

  7. 2005 Program Emphasis • Heightened focus on valid warranty claim activity and performance, consistent with all approved servicers * - mobile environment challenging - proper types service; ECAs, Type Service 3 • Continue communiques and conference calls • Continue recognition of top performers • Proactive review of performance to improve mutual warranty efficiency and avoid compliance issues • Continued, uninterrupted support and commitment regardless of organizational changes • Best of Breed Self-Maintenance Program! Win-Win! * Please refer to back up materials regarding Claim Reviews

  8. Contacts Sharon Mulgrew – Mgr of US Approved Servicer Support 919-517-0927 (smulgrew@us.ibm.com) Karen Y. Smith – Program Mgr Warranty Self-Maintainer Program 919-248-3296 (kysmith@us.ibm.com) • Non-Technical Service Management Support, Any/All Issues: • Service Management Support Center, 800-426-3391, Email: smsc@us.ibm.com, note “warranty issue” in the subject line • Technical Support Issues • IBM Support Center, Approved Servicer (Dealer) Support, 800-IBM-PROD (800-426-7763) • End User Support/Easy Serv Facilitation • IBM Support Center, 800-IBM-SERV • Warranty Claim Inquiries, Upgrading Parts Requests • Boulder Warranty Claim Center, 800-388-7080 • Eclaim Technical Support • Eclaim Support Center, 949-450-9150, E-mail: Support@Eclaim.com • Non-Technical Support Questions Handled by SMSC 800-426-3391

  9. Websites • IBM e-Support: • The majority of the support content that you will need for IBM PC products is available on the Personal computing support web site (https://www.pc.ibm.com/partner/infotips/us/index.html). • Engineering Change Announcements (ECAs) and Service Support Guide (SSG) information along with service partner hints and tips located on the Service and Support Profile Management web site (http://www.ibm.com/pc/partner/spm) • Maintenance Parts Sales Website http://www.ibm.com/shop/us/maintenanceparts • Eclaim Home Page: http://ibm.eclaim.com/us/ • IBM PCD Home Page: http://www.pc.ibm.com • Warranty Self-Maintainer Website http:///www.ibm.com/pc/wsm

  10. Back Up MaterialsTraining Updates • Update PCI training profile with your Authorization ID • Log on to training site, http://www.pc.ibm.com/training/, using your e-Learning System User ID and Password • Click on My Profile • Update your Authorization ID • To obtain your Authorization ID contact your Service Manager. To send a user their Authorization ID follow these steps: • Log on to SPM, https://www.ibm.com/pc/partner/spm/, using your IBM ID and Password • If you do not have an IBM ID and Password click the Register link on the sign in page to obtain access • Enter your IBM ID and Password, and your Authorization ID and Pin Number • Click IBM SPM, enter location profile and click on View Associated Contacts • Click Contact Name and click Resend Pin

  11. Back Up MaterialsClaim Reviews The IBM Agreement Compliance Team performs a database analysis that checks for valid warranty activity. Areas often examined are: • Claims submitted with multiple parts for the same repair action • More than one claim submitted for the same repair action • Excessive claims for the same machine type/serial number • Improper use of warranty transaction codes • Valid labor only activity • Problem descriptions Agreements are reviewed and reimbursements collected when there are situations of invalid warranty claim processing.

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