Transcript
Dealer Service Operations Manual
IDC/POLICY/UPDATE/APR 05
Table Of Contents 1. Ricoh India Limited, NSD.………………………….……. 5 1.1 Statement of intent……………………………………….……. 5 1.2 Mission Statement…………………………………………….. 5 1.3 Key Contact List……………………………………………….... 6
2 Field Service Guidelines 2.1 Objective……………………………………………….………… 7 2.2 Service Cost Module………………………………………..….. 7 2.3 Service targets & Standards………………………….…...…. 11 2.4 Service Reporting……………………………………….….….. 14 2.5 Contract options for Customers……………………….….… 29 2.6 Service Manual and parts catalogues………………….…... 31 2.7 Recommended life of fast moving inventory..………….… 33 2.8 Recommended Tool List……………………....………….….. 35 2.9 Service Technician recruitment guideline……………….… 36
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3 Ricoh Field Support Program 3.1 Objective………………………………………………………... 37 3.2 FPR and Issue Escalation Process..……………………..…37 3.3 Service Manager Visit Program………………………..… …40 3.4 Engineer Visit Support……………...…………………..…. …42 3.5 On-Line Technical Support Program………………………..45 3.6 Recruitment and Induction support………….………… .….46
4 Spare parts Administration 4.1 Stocking Levels……………………………………………….... 48 4.2 Spares / Consumable Indent Process…………………….... 54 4.3 Emertel Process...…………….………………………..…...…..60 4.4 PCB Repair Policy…………………….………….……..………62
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5 Service Training 5.1 Objective……….………………………………………....……...65 5.2 Qualification &Recruitment…………………………….……..65 5.3 Basic Product Training……………………………………..…66 5.4 Induction.………………………….……………………..…..….66 5.5 Assessment…………………………………………………..…67 5.6 Training Charges & Duration…………………….………..…68 5.7 Training on other products.….…………………..…….. ..…68
6 Warranty Administration 6.3.1 Objective….………………………..………………………….. 69 6.3.2 Process..………………………………………………………...69 6.1.4 MIF Support Charge…………………………………………..71 6.2 Transit Damages…………..……………………………………72 6.3 MIF Transfer Fee………………………………………………...73
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Statement Of Intent This manual has been designed to communicate the basic policies and Service Support Guidelines to enable the Dealers to provide an efficient after sales service support to RICOH customers and maintain a high level of Customer Satisfaction.
Mission Statement of National Service Department To ensure high quality professional and responsive Service Support to RICOH Customers by establishing a strong communication bond between RICOH & the Dealers and continuously improving the service capabilities of the Dealers.
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1. Key Contact List For
Name
Designation
Contact
Service Planning
R K Bawa
Head – Service Planning
011 – 4161 2220 (Dir) 4161 3010 - 18 Extn: 1301 E-mail:
[email protected]
Field Opeartions
Deepak Agrawal
Head- Field Operations
011 – 41612220 (Dir) 4161 3010 - 18 Extn: 1302 E-mail:
[email protected]
Manager -Training & Tech Support
011 4161 3010 - 18 Extn: 1304 E-mail:
[email protected]
Anil Mehta Technical Support and Service Training related matters
S. Gurumusthy
011 4161 3010 - 18 Extn: 1308 E-mail:
[email protected]
B. Sengupta Syed Anees Technical Support Manager Ismail
Sanjay Mittal
Manager-Service Planning
011 4161 3010 - 18 Extn: 1306 E-mail:
[email protected] 011 4161 3010 - 18 Extn: 1314
0114161 3010 - 18 Extn: 1303 E-mail:
[email protected]
Service policy, Offtake & Customer complaints
Sanjeev Mehta Service
Manager
Planning
011 4161 3010 - 18 Extn: 1307 E-mail:
[email protected]
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2. FIELD SERVICE GUIDELINES 2.1 Objective of this section: To provide guidelines and processes to the Dealers, necessary to service and maintain Ricoh Products.
2.2 Service Cost Module This module provides the Dealer with an idea of approximate model-wise cost incurred, to arrive at his profitability. This module provides an estimated average cost/copy for the models sold/serviced by dealers. The cost, as indicated in model wise cost modules, uses the rated target yield of consumables and average of Spares cost/copy for arriving at the total cost per copy. Kindly note that these costs are indicative and may vary due to climatic conditions, type of originals and engineer skill/experience levels. Manpower cost/copy is not included in this module, as it will depend upon the AMCVs, which are different for different locations. Prices indicated in this module are subject to change with one month’s notice to the Dealer.
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Module 3313/3013/3213/3513/3713 Toner Drum Developer
Description
Target Yield/Unit
Type 320E A0779510 Type 310
10,000 80,000 80,000
Factor*
DEALERPrice per Cost/Copy unit 1 990 9.9 paise 2/3 5900 4.9 paise 2/3 1600 1.3 paise
TOTAL= 16.1 paise Average Cost of spares part =8.1 paise Total inventory cost =24.2 paise Cost Module 4015/4018/4615/4618/3613/3813 Description Toner Drum Developer
Type 1305 A219 9510 Type 3
Target Yield per Factor* DEALER Unit per unit 6,000 1 45,000 4/ 5 45,000 4/ 5
Average Cost of spares part = 3.0 paise
Price Cost/Copy 720 2750 1300
12.0 paise 4.8 paise 2.3 paise
TOTAL= 19.1 paise
Total inventory cost =22.1 paise Cost Module 4215 Description Toner Drum Developer
Type 410 A069 9510 Type 410
Target Yield per Factor* Unit 9,500 1 80,000 3/4 80,000 3/4
DEALER Price Cost/Copy per unit 990 10.0 paise 7200 6.8 paise 1800 1.7 paise
TOTAL= 18.5 paise Average Cost of spares part = 2.9 paise Total inventory cost = 21.4 paise Cost Module FT4422 Description Toner Drum Developer
Type 420 A069 9510 Type 310
Target Yield per Unit 9,500 80,000 80,000
Factor* 1 3/4 3/4
DEALER Price per unit 1,180 7,200 1,600
Cost/Copy 12.4 paise 6.8 paise 1.5 paise
TOTAL=20.7 paise Average Cost of spares part = 2.9 paise Total inventory cost =23.6 paise
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Cost Module FT4027/5035/5535/5632/5640/5832/5840/4327/5422 Description Toner Drum Developer
Type 4501 A153 9510 Type 1
Target Yield per Unit 17,000 120,000 100,000
Factor* 1 6/7 8/9
Average Cost of spares part = 4.5 paise Total inventory cost =17.7 paise
DEALER per unit 1,250 6,500 1,500
Price Cost/Copy 7.3 paise 4.6 paise 1.3paise
TOTAL=13.2 paise
Cost Module FT4065/6950 Description Toner Drum Developer
Type 1 5442 9510 Type 4000
Target Yield per Unit 5,500 100,000 130,000
Factor* 1 2/3 ½
DEALER Price per unit 340 3880 1520
Cost/Copy 6.18 paise 2.6 paise 0.6 paise
TOTAL=9.38 paise Average Cost of spares part = 6.9 paise Total inventory cost =16.28 paise Cost Module FT4730/4495 Description Toner Drum Developer
A9540043 5442 9510 Type 4000
Target Yield per Unit 10,000 100,000 130,000
Factor* 1 2/3 ½
DEALER Price per unit 610 3880 1520
Cost/Copy 6.1 paise 2.6 paise 0.6 paise
TOTAL=9.3 paise Average Cost of spares part = 6.0 paise Total inventory cost =15.3 paise Cost Module 6350/7650 Description Toner Drum Developer
Type F400 A096 9510 Type 1
Target Yield per Unit 38,000 360,000 120,000
Factor* 1 4/5 13/14
DEALER Price per unit 3000 14,300 1,500
Cost/Copy 7.8 paise 3.2 paise 1.2 paise
TOTAL=12.2 paise Average Cost of spares part = 4.5 paise Total inventory cost =16.9paise
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2015/2018/2018D Tgtyield/unit Factor Dealer price/unit Cost per copy Toner 9000 1 1020 11.3 Drum 60000 9/10 1940 2.9 Developer 60000 9/10 1800 2.7 16.9 Avg. cost of spare = 3.0 paise Total inventory cost = 19.9 paise
Toner PCU
2022/2027/2032 Tgtyield/unit Factor Dealer price/unit Cost per copy 11000 980 8.9 60000 19/20 7350 11.6 20.5 Avg. cost of spare = 2.8 paise Total inventory cost = 23.3 paise
Toner Drum Developer
Tgtyield/unit 30000 150000 300000
2035/2045 Factor Dealer price/unit Cost per copy 1 2700 9 19/20 10000 6.3 9/10 3850 1.2 16.5
Average Cost of Spare 2.0 paise Total inventory Cost 18.5 paise
* Factor: A multiplying factor is considered to average out the life Drum & Developer, as 1 unit each is supplied with the machine. Assumption: A life cycle (in years) and AMCVs are assumed as indicated below for arriving at the multiplication factor for each product. MODEL
Life Cycle in years
AMCV
Total copies done in life cycle
Dr / Dev Consumed in life cycle
3XXX 4015 4215/4422
5 5 5
3000 3000 5000
180,000 180,000 300,000
2 Dr., 2 Dev. 4 Dr., 4 Dev. 4 Dr., 4 Dev.
Phoenix 4065 7650 2015/18/18D 2022/27/32 2035/45
7 5 7 5 5 5
10000 4000 20000 10000 20000 50000
840,000 240,000 1,680,000 600000 120000 300000
7Dr., 9 Dev. 3 Dr., 2 Dev. 5Dr.,14 Dev. 10Dr, 10 Dev 20 PCU 20 Dr, 10 Dev
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2.3 Service Targets & Standards
Objective: To help the Dealer maintain a level of Service in line with RICOH standard and Customer requirement. Achievement of these targets will help the Dealer achieve Customer Satisfaction with the services rendered. The targets may be redefined from time to time and will be communicated to the dealer.
2.3.1 Service Targets Parameter Target Average Response Time 2 Hrs Delayed Response Time (RT>6 Hrs Metro) Calls 0 Calls Average Down Time 4 Hrs Delayed Down Time (DT>8 Hrs Metro) Calls 5% Repeat Calls* 4% CR Calls * AT CALLS: Are low reliability calls, which the customer calls again before a certain days (specified below). Category DBC A&B 3 Days C&D 2 Days E 5 Days FAX 10 Days Copier Reliability Target & Categorisation Category
A
B C
Model FT4065 FT3313 FT3013 FT3213 FT3513 FT3713 FT4015 FT4018 FT4615 FT4618 FT3613 FT3813 FT4215 FT4730 FT4495 FT4422 FT6950 AF 1015/18/D AF 2015/18/D FT4027 FT5035
Copies Between Call
6000
10000 15000
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D E
FT5535 FT5632 FT5640 FT5832 FT5840 FT4327 FT6350 FT7650 VT1730 VT1800 AF 1022/27 AF1022/27/32 1035/1045 2035/2045 1055
20000 30000
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2.3.2 COPY / PRINT QUALITY STANDARDS Since the copier service is about providing the copies & prints to the customers, the Customers would rate the quality of service partly on the quality of copies / prints the machine delivers to them. WHAT IS GOOD COPY QUALITY & WHAT IS ITS MEASUREMENT? This section provides the explanation of test chart parameter, which must be used in field to set the Copy Quality standards on Ricoh products. The test chart parameter explained in this section is released for Ricoh Analog & Digital B/W copiers. This test chart is used for testing the Copy Quality standards for A3 as well as A4 copies. The Part Number for the test chart is A292 9500. One quantity of this test chart is provided free of charge as the first issue. Any further requirement can be met on a payment basis through indents from the supporting branch. The Dealer price for test chart is Rs 320.00 (Rupees three hundred & twenty only) per piece. The instructions on usage of Test Chart are given below. Test Chart Usage Instruction: The following section explains the Copy Quality standards to be used in the test chart. Please refer to enclosed Annexure - 10 for the relevant section to be used for specific parameters, for e.g., section “ ” & “ ” are used for checking & adjusting the Lead Edge Registration parameter of the copies. The adjustment parameters may vary from product to product hence it is strongly recommended to use the respective product service manual for the correct specifications & tolerances of Copy Quality standards. 1.
& - Lead Edge Registration: Section “ ” & “ ” are used for checking the Leading Edge registration of the copies (A3/A4 copies). Lead Edge registration is checked as the alignment of copy output with the original. Normally adjustment standard for Lead Edge registration is 0 ± 2mm. Use section “ ” for A3 copies and use section “ ” for A4-R copies. The adjustment can be performed using relevant SP-mode or dip switches as applicable.
2.
& – Side to Side Registration / Skew (A3/A4 size copies): The Side to Side Registration (Top edge) or the Skew in the paper feed can be checked using this section of the test chart. Use section “ ” for A3 test copies and use section “ ” for A4-R copies. Normally the adjustment standard for Side to Side Registration is 0 ± 2mm. This adjustment is done by setting tray fence adjustment or in some models using SP modes. Paper Skew is generally caused because of faulty registration rollers, uneven pressure of registration springs or the other feed components. Please check feed area for any physical
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obstruction to paper movement. The adjustment specification is to have two extreme scales at ± 1mm. 3.
& - Jitters (A3/A4 size copies): Jitter causes localized blurring of image in straight lines on copy. Jitters are caused because of improper Copy Paper movement or because of jerky Scanner movement. To distinguish between the two use the following guidelines: 1. Copy paper movement: If the copy paper movement is obstructed during the image transfer the drum movement will cause a black band on the copy, hence the jitter caused due to paper movement will cause black band on the fine grey bars at section “ ” or at section “ ”. 2. Scanner movement: If the scanner movement is obstructed a higher amount of light will fall momentarily in the particular area, hence the jitter thus caused will leave a white band on the fine grey bars at section “ ” or at section “ ”. Check for any Jitters on bars section “ ” or “ ” and troubleshoot them by identifying the source of jitter.
4.
& - White line(s) in half tone area / & - White line(s) in Solid area (A3/A4 size copies): These sections are used to check if any white lines appearing vertically (along the feed direction) in the copies. Any white lines appearing on this section could be due to the improper Charging, Development or Transfer. Clean the relevant components for eliminating the white line problems.
5.
& - Main scan / Horizontal magnification (A3/A4 size copies): The size of the lines at Sections “ ” & “ ” are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of lines must be measuring 100 mm ± 0.5 mm on copies. If it is out of specification, adjust the horizontal magnification using SP modes.
6.
& - Sub scan / Vertical magnification (A3/A4 size copies): The size of the lines at Sections “ ” & “ ” are measuring 100 mm in length. When copies are made at 100% magnification ratio the length of line must be measuring 100 mm ± 0.5 mm on copies. The length of the line may vary on copies due to the Scanner speed. If it is out of specifications adjust the scanner speed (Vertical Magnification) using SP modes.
7.
- Solid Black Area: This square block in the section “ ” of test chart represents the ability of producing the solid area density by the copier. This must be completely black without any white spots or the grey areas within it.
8.
- Photo image: Use the photo mode in the copier (where applicable) to check the quality of photographs printed on copies using this section.
9.
& - Scanning bit error (Max. A3/A4 size copies): This section is used in digital copiers only for checking the alignment of the black angular pixels while scanning. The angular lines should appear without any breakage i.e., it should not look like a saw tooth line.
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10. – Letter: Use this section for checking the clarity of reproduction of the Letters (Alphabets). The smallest alphabets shown at section “ ” should be clearly resolved on the copies. 11. & - Uneven Image Density (Max. A3/A4 size copies): These sections are used to check the evenness of copy density on both the ends (Top & Bottom) of the copies. Compare section “ ” with shaded section “ ” or section “ ” with shaded section “ ”. Both ends must at the same density level. The uneven Exposure lamp intensity affects side to side density for grey bar. Adjust exposure lamp intensity through SP modes in small steps until the lightest band on both ends just appears (slightly visible) on copies. 12. - ID Balance of Solid Black Areas: Section “ ” is used to check the balance of solid areas on the four corners of the copies. Solid circles on four corners of the copies must be totally black without any shade or white patches. The components that may affect the side to side density are Exposure lamp position, Optics adjusting plates, Charge balance, Developer brush height or Cross-mixing. 13. – Resolution: Section “ ” is used to check the image resolution on the copies. All the lines in the Scale 2.8 in both, the horizontal & the vertical direction, should be fully resolved (lines not merging into each other). This must be checked at both ends as well as at the centre of the test chart (resolution scale just above shaded section “ ” & just below section “ ” at the centre for A3 copying). Adjust Scanner position or Focus adjustment in small steps till the scale 2.8 is clearly visible on copies. Please Note 1. It is advised that the test chart should not be used for demonstrating the copy quality to customer. All the copies made using test chart must be destroyed before leaving the customer premises. 2. Adjust Copy Quality as per specifications and correct sequence as explained in the service manual 3. Do not disturb any adjustment unless you are sure. 4. Keep the test chart clean and free from any Toner marks. It is advised to keep test charts in an envelope preferably plastic cover. 5. Test chart is a Service Tool, please use it.
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Annexure 10 Use this for A3 copying specifications
V W K
L
B
B
J
M
M
N
I
E G
F
H D
P O
Q
R B,C
E,U
T P
S
Use this for A4 copying specifications
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2.4 Service Reporting: Objective: It is RICOH’s endeavour to help Dealers run an efficient service operation to achieve enable end Customer satisfaction. To meet this objective it is essential that service performance is analysed and a feedback is given to the Dealer. Dealer is, therefore required to send certain service information in form of scheduled reporting. This module will familiarise the Dealer with Ricoh service reporting process & schedule. 2.4.1 Reports, responsibility and reporting Schedule Report Service Call Sheet 4C/AMC Agreement Copies Install Report
NECR Service Call Log
Reporting on Non-Ricoh Supplies Bi-monthly Indent Monthly MIF report
Explanation Sheet filled by ST after completing service call. To be sent to WORK CENTRE EXECUTIVE in the supporting branch A copy of signed contract form between the Dealer & Customer to be sent to the branch WORK CENTRE EXECUTIVE of supporting branch. To be filled in by an ST in duplicate & counter signed by customer after each installation. One original install report to be sent to branch WORK CENTRE EXECUTIVE. Technical report of new machine installed. To be sent to the branch WORK CENTRE EXECUTIVE Format used to log the service requests from the customer. Copy for the month to be sent to Branch WORK CENTRE EXECUTIVE To report on the non RICOH supplies vendor giving details like cost, vendor’s address, packing /container of the item etc. to the Branch Service Head Format through which purchase of stocking level spares/consumables is carried out. To be sent to Branch Service Head. A format through which the model wise & status wise MIF in Dealer location is reported. Any deletion in MIF is also reported by this report (Annex-9). This report is sent to branch WORK CENTRE EXECUTIVE.
Responsibility
Schedule
Dealer’s WORK CENTRE EXECUTIVE Dealer’s WORK CENTRE EXECUTIVE
Weekly batch of the SCRs to be sent
Dealer’s WORK CENTRE EXECUTIVE
Weekly batch of the Install Report to be sent .
Dealer’s WORK CENTRE EXECUTIVE Dealer’s WORK CENTRE EXECUTIVE
Weekly batch of the NECR Along with Install Report to be sent . Weekly batch of the Service Log along with SCR’s to be sent .
Dealer
On As and When basis
Dealer
Dates, as communicated by supporting branch On last working day of the month.
WORK CENTRE EXECUTIVE
By last Working day of the month
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2.4.2 Work Control Desk: The WORK CENTRE EXECUTIVE is RICOH’s interface with the customer who wants to log their request for service. It is WORK CENTRE EXECUTIVE’s responsibility to ensure that a customer’s machine is up in shortest possible time. Call Logging: WORK CENTRE EXECUTIVE needs to log the customer’s request for service along with the call time & reason for breakdown in the logbook. WORK CENTRE EXECUTIVE will use Julian calendar and decimal time while logging a call (also refer to point 1 & 2 of section 2.4.4). SCR retrieval & processing: After getting the SCR back from ST after completion of call, WORK CENTRE EXECUTIVE will make the entry in the logbook & MRC. Broken call Chart: If the ST has broken a call (refer to point 17 of section 2.4.3) it is the WORK CENTRE EXECUTIVE’s responsibility to track & ensure early completion of such calls through ST. To facilitate timely completion of broken calls, WORK CENTRE EXECUTIVE needs to track such calls by writing & prominently displaying the customer’s name, call broken date & cause for broken call on a chart in front of his / her desk. After completion, the call will be struck off from broken call chart. Refer to the format as below:
Broken call track chart Customer Name
Date broken
Reason Broken
Call Closed on
Remarks
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2.4.3 Filling instructions for SCR The Service Call Sheet (SCR) is to be completed by the Engr. to whom a job has been assigned. When assigning jobs to engineers in the morning it is the responsibility of the WORK CENTRE EXECUTIVE to fill in the header details of the SCRs. A separate SCR should be used for each job. The WORK CENTRE EXECUTIVE therefore, either enters the following information on the SCR or relays it over the telephone to the engineer. 1. 2. 3.
CUSTOMER NAME AND ADDRESS. TELEPHONE NUMBER AND CONTACT NAME. CALL REASON Enter either problem code displayed by machine or problem as described by customer.
4. 5.
AREA CODE JOB REF. NO.
-
11.
TIME ARRIVED
-
12.
METER READING -
The total meter reading as displayed at time of arrival.
13.
DAY NUMBER
-
Julian Calendar day of activity.
14.
MAIN ACT
-
Enter Code and time taken to perform maintenance activity.
15.
INDIRECT ACT
-
If any indirect activity carried out during a call i.e. visit to stores, enter relevant code and time of activity.
Machine location code (see Codes) Enter 5 digit Job Reference Number. First 3 digits indicate Julian Calendar day of call receipt and last 2 digits indicate serial number of the call during the day. 6. M/c No. Enter last four digits of machine Serial number. 7. MODEL Enter relevant model number. 8. S Machine Status (Contract Type). 9. DOCUMENT NO.- This filled by W/C for indexing and ease of retrieval of SCR at a later date. 10. CALL TIME Time when call was received at work control. Required only for Customer Request Calls. a. TIME DESPATCHED - Enter the time the ST was moves to the customer’s site. ( From Office or from Another customer Place) Time when Engr. reaches the machine (not the premises of the customer).
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16.
INC RC
-
Incomplete reason code. To be entered when Engr. breaks call for any reason. Enter relevant broken call code on SCR. On return visit day the same code should be repeated in Maintenance Activity code column.
17.
TOTALS
-
Mention total time spent on activities for the job.
18.
CALL COMPLETED Enter Julian Calendar day and time of call completion
19.
REMARKS
Qualitative information about the call may be entered here.
20.
LAUNCH DATA-
Enter relevant Symptom, Cause, Action codes. Tick SRF column if parts have been used.
21.
ST NO.
-
Enter the relevant Service Technician number.
22.
ST SIGN.
-
Service Technician’s signature.
FOR NON – BILLABLE SERVICE 23.
NOM
Enter the relevant SRF Nominal Code under which the part was used.
24.
ITEM NO.
-
25.
PART NUMBER- Enter 8 digit alpha-numeric number of part used. Alphabet to be written within the bold lines.
26.
DESCRIPTION
-
Name of part used.
27.
QTY USED
-
Number of each part used.
Serial number of part.
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29. Work control should make sure that SCR are handed over by the Service Technician on the day of completion of the job or at the earliest possible time thereafter. After checking that the SCR is complete in all respects, WORK CENTRE EXECUTIVE makes a completion entry in the log book & marks a tick in last column to indicate receipt of SCR. Before filing SCR in month order, give a running document number for ease of tracing the document at a later stage. 30.To keep control on timely submission of SCR, WORK CENTRE EXECUTIVE should make a weekly missing SCR list ST wise and display in the location. A copy should also be handed over to the Dealer for his focus. 2.4.4 Common terms used in service 1 Julian Calendar (Working Days – Ricoh India Ltd.) Working Days in standard Julian Calendar are serially numbered from 001 ; 001 being 1st working day of the year. Day number used as pre-fix for Ref. No. and also for determining inter-call period etc. Calendar may vary from region to region due to differing holidays and will be provided by supporting branch to the Dealer.
2 Decimal Time All time reporting is based on 24 hrs clock with hours expressed as it is and minutes are converted into decimals time by dividing minutes by 6. A remainder of up to three minutes is ignored while more than three minutes is rounded off to the next digit. Example: • 4.15PM= Hr. 16 Min 15/6 =2 . 3 minutes remainder ignored So time=16.2 • 1.25PM= Hr. 13 Min. 25/6=4 & 1 minute remainder ignored So time=13.4 • 11.34AM=Hr. 11 Min. 34/6=5 & 4 minute remainder rounded off to next digit so the time =11.6
3 Consumables Materials used up in the normal operation of a product (e.g. Drum, Toner, Developer, etc. in Xerographic equipment).
4 Daily Print Volume (DPV)
Number of copies made per working day. Also, Monthly Copy Volume = DPV X No. of days in month.
5 Machines in field (MIF)
All machines in field
6 Module A separate physical and functional unit or sub-assembly, which can be replaced as one entity.
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7 Repeat Call CR call received before a targeted number of elapsed days since the last CR call.(Ref. to the table).
8 Reliability/MCBC Specific period for which a machine performs without a failure. May also be expressed as quantum of production in that period. Usually expressed in copies between calls ‘CBC’.
9 Down Time Time a machine is not available to customer to perform its function( Measured from the time call is logged to the time machine is made fully functional)
10 Up Time Time a machine is functionally available to a customer.
11 Response Time Number of working hours between/receipt of a customer’s request for a service and arrival time of the ST at the customer’s premises.
12 Call Time Time at which the customer’s request for service is received at Work Control. It is recorded with in Ricoh Working hours.
13 Time Dispatched Time at which ST is dispatched for Service Call. In case more than one call is being attended to in series by the Engineer, time dispatched for succeeding call will be same as call completed time for preceding call.
14 Time Arrived Time at which Service Engineer arrives at the machine site to perform the service call.
15 Travel Time Time to travel from Service Office to customer (M/c site) or from one customer to next customer. Travel Time during Ricoh working hours only is reported.
16 Call Completed Time Time at which the Service Call is completed.
17 Logistics Time Time spent after commencing a job in picking up spares from stores or locally repairing a part.
18 Job Time Excluding logistics time, if any all the time spent at the customer’s place during a service call is treated as Job Time.
19 Ricoh Hours. Normal working hours e.g.: 0915 to 1730 hrs.
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2.4.5 List of Activity Codes DIRECT ACTIVITY CODES 01 22
-
60
-
40 41 42 43 30
-
Customer request call ( Related to RT, DT, Reliability). Customer Education Call (Key Operator Training Call). If given at the time of install, then to be merged with 30 code. Abort Call (Machine not available / wrong machine / office closed / Power cuts etc.) Technical Assistance required Spares Replacement (Available at dealer stores) Spares Replacement (Not available at dealer stores) Other Reasons (No power, Call pressure) Installation call
31
-
Dis-install / Resite Machine Call
14
-
Courtesy Call (C.C.)
INDIRECT ACTIVITY CODES 86
-
Special Activities. • • •
Prepare machine for Demo / Exhibition. Support during Demo / meeting with customer of Sales Person. Inspecting machine to bring under Ricoh service contracts.
85
-
Extended maintenance of machine at branch location.
83
Logistic Time (To obtain parts from stores during a call. Includes Travel Time to stores and back.)
Launch Data/ Product SCA codes Refer to Annex.-6 Nom Code 300- Issue of Toner/Oil to Rental customers 145- Issue of Drum/Developer for Rental customers 140- Normal Issue 400- Issue of Toner/Oil to 4C customer 550- Customer Sale 600- Consumables for own use machine
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2.4.5 Location-wise list of Dealer ST codes: THE DEALERST'S ENGR. CODE BRANCH
AREA
ENG_CODE
BRANCH AREA
ENG_CODE
AHMEDDEALERD
BHARUCH
7135
DELHI
AGRA
7112
AHMEDABAD
BHAVNAGAR
7301
DELHI
GURGAON
7111
AHMEDABAD
GANDHIDHAM
7305
DELHI
GURGAON
7136
AHMEDABAD
JAMNAGAR
7130
DELHI
MEERUT
7109
AHMEDABAD
RAJKOT
7304
DELHI
NOIDA
7108
AHMEDABAD
SURAT
7302
DELHI
NOIDA
7149
AHMEDABAD
SURAT
7320
HYD (MET)
7221
AHMEDABAD
VAPI
7303
HYD HYD
HYD (MET)
7243
AHMEDABAD
VAPI
7333
HYD
HYD (MET)
7244
AHMEDABAD
VERAWAL
7131
HYD
HYD (MET)
7213
AHMEDABAD
BARODA
7328
HYD
HYD (MET)
7212
AHMEDABAD
BARODA
7329
HYD
HYD (MET)
7237
AHMEDABAD
BARODA
7330
HYD
WARANGAL
7219
AHMEDABAD
BARODA
7331
HYD
WARANGAL
7231
AHMEDABAD
MAHESANA
7332
JAIPUR
AJMER
7125
BANGALORE
CALICUT
7222
JAIPUR
AJMER
7147
BANGALORE
COCHIN
7201
JAIPUR
BHILAI
7423
BANGALORE
COCHIN
7202
JAIPUR
BHOPAL METRO
7435
BANGALORE
DAVANGERE
7226
JAIPUR
BHOPAL METRO
7444
BANGALORE
HASAN
7224
JAIPUR
BHOPAL METRO
7449
BANGALORE
HUBLI
7214
JAIPUR
BHOPAL METRO
7450
BANGALORE
HUBLI
7238
JAIPUR
BIKANER
7124
BANGALORE
HUBLI
7240
JAIPUR
BIKANER
7145
BANGALORE
KOTTAYAM
7205
JAIPUR
CHURU
7157
BANGALORE
MANGALORE
7228
JAIPUR
CHURU
7158
BANGALORE
MANGALORE
7230
JAIPUR
GWALIOR
7308
BANGALORE
MYSORE
7225
JAIPUR
INDORE
7306
BANGALORE
MYSORE
7234
JAIPUR
INDORE
7326
BANGALORE
MYSORE
7241
JAIPUR
JABALPUR
7307
BANGALORE
PALGHAT
7223
JAIPUR
JABALPUR
7327
BANGALORE
TIRUNELVELLI
7218
JAIPUR
JODHPUR
7121
BANGALORE
TRICHUR
7204
JAIPUR
JODHPUR
7156
BANGALORE
TRIVANDRUM
7203
JAIPUR
KOTA
7122
BANGALORE
TRIVANDRUM
7227
JAIPUR
KOTA
7146
BANGALORE
TRIVANDRUM
7232
JAIPUR
NAGPUR
7310
BANGALORE
TRIVANDRUM
7233
JAIPUR
NAGPUR
7321
IDC/POLICY/UPDATE/APR 05
THE DEALER ST'S ENGR. CODE(cont.) BRANCH
AREA
ENG_CODE
BRANCH
AERA
NAGPUR
ENG_CODE
BOMBAY
THANE
7502
JAIPUR
7322
BOMBAY
THANE
7505
JAIPUR
NAGPUR
7434
BOMBAY
VASHI
7501
JAIPUR
NAGPUR
7440
BOMBAY
VASHI
7504
JAIPUR
NAGPUR
7441
CALCUTTA
AGARTALA
7430
JAIPUR
SATNA
7422
CALCUTTA
AIZAWL
7429
JAIPUR
UDAIPUR
7123
CALCUTTA
BEHRAMPUR
7427
LUCKNOW
ALLAHABAD
7114
CALCUTTA
BHAGALPUR
7424
LUCKNOW
ALLAHABAD
7155
CALCUTTA
BHUBANESWAR
7425
LUCKNOW
BAREILLY
7117
CALCUTTA
BONGOIGAON
7403
LUCKNOW
BAREILLY
7154
CALCUTTA
CUTTACK
7426
LUCKNOW
GORAKHPUR
7120
CALCUTTA
DHANBAD
7413
LUCKNOW
HALDWANI
7419
CALCUTTA
DIBRUGARH
7402
LUCKNOW
HALDWANI
7439
CALCUTTA
DIMAPUR
7431
LUCKNOW
JHANSI
7421
CALCUTTA
DURGAPUR
7410
LUCKNOW
KANPUR
7151
CALCUTTA
GANGTOK
7407
LUCKNOW
KANPUR
7152
CALCUTTA
GAYA
7414
LUCKNOW
MORADABAD
7119
CALCUTTA
HALDIA
7408
LUCKNOW
MORADABAD
7153
CALCUTTA
IMPHAL
7432
LUCKNOW
MORADABAD
7159
CALCUTTA
IMPHAL
7448
LUCKNOW
MORADABAD
7160
CALCUTTA
ITANAGAR
7405
LUCKNOW
VARANASI
7115
CALCUTTA
ITANAGAR
7447
PUNE
AHMEDNAGAR
7319
CALCUTTA
JAMSHEDPUR
7412
PUNE
AURANGABAD
7309
CALCUTTA
NAGAON
7404
PUNE
AURANGABAD
7324
CALCUTTA
PATNA METRO
7437
PUNE
DHULIA
7337
CALCUTTA
PATNA METRO
7445
PUNE
DHULIA
7338
CALCUTTA
RANCHI
7411
PUNE
GOA
7315
CALCUTTA
ROURKELA
7415
PUNE
GOA
7325
CALCUTTA
SHILLONG
7401
PUNE
GOA
7336
CALCUTTA
SILCHAR
7428
PUNE
JALGAON
7314
CALCUTTA
SILIGURI
7406
PUNE
KOLHAPUR
7339
IDC/POLICY/UPDATE/APR 05
THE DEALER ST'S ENGR. CODE(cont>) BRANCH
AREA
ENG_CODE
BRANCH
AREA
ENG_CODE
CHANDIGARH
AMBALA
7106
PUNE
NASIK
7316
CHANDIGARH
AMBALA
7138
PUNE
NASIK
7323
CHANDIGARH
AMRITSAR
7103
PUNE
SANGLI
7317
CHANDIGARH
DEHRADUN
7418
PUNE
SANGLI
7334
CHANDIGARH
DHARAMSHALA
7132
PUNE
SATARA
7313
CHANDIGARH
HISSAR
7132
PUNE
SATARA
7335
CHANDIGARH
JALLANDHAR
7104
PUNE
SHOLAPUR
7318
CHANDIGARH
JALLANDHAR
7137
CHENNAI
MADURAI
7209
CHANDIGARH
JAMMU
7128
CHENNAI
NELLORE
7217
CHANDIGARH
JAMMU
7143
CHENNAI
OOTY
7208
CHANDIGARH
JAMMU
7144
CHENNAI
PONDICHERRY
7211
CHANDIGARH
KARNAL
7133
CHENNAI
SALEM
7216
CHANDIGARH
PATHANKOT
7102
CHENNAI
SALEM
7236
CHANDIGARH
PATIALA
7127
CHENNAI
TIRUPATI
7207
CHANDIGARH
PATIALA
7142
CHENNAI
TIRUPUR
7206
CHANDIGARH
ROOKEE
7420
CHENNAI
TIRUPUR
7235
CHANDIGARH
SHIMLA
7107
CHENNAI
TRICHY
7210
CHANDIGARH
SHIMLA
7141
CHENNAI
VELLORE
7215
CHANDIGARH
SRINAGAR
7101
IDC/POLICY/UPDATE/APR 05
2.4.6 Branch-wise list of Dealer location area codes: LOCATIONS
AREA CODES METRO
LOCATIONS
REMOTE
AREA CODES METRO
CHANDIGARH
REMOTE CHENNAI
SRINAGAR PATHANKOT AMRITSAR JALLANDHAR LUDHIANA AMBALA SIMLA PATIALA JAMMU
0211 0213 0215 0217 0219 0221 0223 0225 0227
0212 0214 0216 0218 0220 0222 0224 0226 0228
COIMBATORE TIRUPUR TIRUPATI OOTY MADURAI TRICHY P.CHERRY NELLORE SALEM
2203 2211 2213 2215 2217 2219 2221 2223 2225
2204 2212 2214 2216 2218 2220 2222 2224 2226
HISSAR
0231
0232
VELLORE
2227
2228
KARNAL
0233
0234
DHARAMSHALA
0235
0236
HYD DISTRB.
2311
2312
ROORKEE
4131
4132
WARRANGAL
2315
2316
DEHRADUN
4127
4128 JAIPUR
KOTA UDAIPUR JODHPUR BIKANER AJMER ALWAR CHURU BHOPAL INDORE NAGPUR JABALPUR GWALIOR BHILAI SATNA
LOCATIONS
0311 0313 0315 0317 0319 0321 0323 4501 4511 4513 4515 4517 4519 4523
0312 0314 0316 0318 0320 0322 0324 4502 4512 4514 4516 4518 4520 4524
AREA CODES
HYDERABAD
BANGALORE MANGALORE
2403
2404
HUBLI MYSORE DAVANGERE HASSAN COCHIN TRIVANDRUM TRICHUR KOTTAYAM CALICUT PALGHAT
2411 2413 2415 2417 2101 2113 2115 2117 2119 2121
2412 2414 2416 2418 2102 2114 2116 2118 2120 2122
LOCATIONS
AREA CODES
IDC/POLICY/UPDATE/APR 05 METRO
REMOTE
METRO
AHMEDABAD
REMOTE
LUCKNOW
BARODA SURAT VAPI JAMNAGAR GANDHIDHAM VERAWAL BHARUCH
0403 0411 0413 0415 0417 0419 0421
0404 0412 0414 0416 0418 0420 0422
KANPUR ALLAHABAD VARANASI BAREILLY MORADABAD GORAKHPUR HALDWANI
4111 4113 4115 4119 4123 4125 4129
4112 4114 4116 4120 4124 4126 4130
RAJKOT
0423
0424
JHANSI
4133
4134
BHAVNAGAR
0425
0426 CALCUTTA
BOMBAY VASHI
6111
6112
THANE
6113
6114
HALDIA
4311
4312
DURGAPUR
4313
4314
ROURKELA GANGTOK BHUBANESHWAR CUTTACK BHUTAN SILIGURI BEHRAMPUR PORT BLAIR
4315 4317 4319 4321 4323 4325 4327 4329
4316 4318 4320 4322 4324 4326 4328 4330
NASIK JALGAON AURANGABAD SANGLI SHOLAPUR SATARA GOA KOLHAPUR
6211 6213 6215 6217 6219 6221 6223 6203
6212 6214 6216 6218 6220 6222 6224 6204
PATNA
4401
4402
DHULIA
6227
6228
JAMSHEDPUR
4411
4412
RANCHI GAYA BHAGALPUR DHANBAD GUWAHATI SILCHAR AIZWAL SHILLONG DIBRUGARH BONGOIGAON AGARTALA NAGAON DIMAPUR ITANAGAR IMPHAL
4413 4415 4417 4419 4201 4211 4213 4215 4217 4219 4221 4223 4225 4227 4229
4414 4416 4418 4420 4202 4212 4214 4216 4218 4220 4222 4224 4226 4228 4230
PUNE
DELHI NOIDA MERRUT FARICOHABAD GURGAON AGRA
2.5 Service Options and rates for customers
0111 0113 0115 0117 0119
0112 0114 0116 0118 0120
IDC/POLICY/UPDATE/APR 05
2.5.1 Service options: Following service options are available for the customers: 1. 4C 2. AMC 3. ASC 4. C&M 1. 4C: Comprehensive customer care contract (4C) - Under this contract customer is supplied all spares, consumables (except paper, stapler pins & electricity) and service in lieu of a fixed charge per copy/print, billed at the end of the month for copies /prints done in the month. This contract option should be offered in METRO locations (refer to the definition above). 2. AMC: Annual Maintenance Contract - Under this option customer is provided all spares and service but not consumables, in lieu of a fixed annual charge as indicated in above table. This should be offered in REMOTE (refer to the definition above) locations for copiers. SSC: Spares & Service Contract (for faxes only) - This service option is for period of 3 years. Customer is provided spares (not consumables) and service under this agreement 3. ASC: Annual Service Contract - Under this option the customer is provided service only, all spares and consumables are to be bought by the customer. This should be offered in REMOTE (refer to the definition above) locations for copiers. 4. C&M: Call and Material - This service option is available for the customers who do not want to enter into any service agreement. Under this option the customer pays for each service call at the rate mentioned above & for the spares/consumables, which may be required to repair the machine.
Note: The contract option should be mutually agreed between the customer & Dealer. However Dealer cannot refuse a 4C contract to a Metro customer & an AMC / ASC contract to a remote customer.
2.5.2 Service Option Rates
IDC/POLICY/UPDATE/APR 05 S.NO
1 2 3 4 5 6 7 8 9 10 11
MODEL Copier FT 3313/3013/3513/3613 FT 4215/4015/4615 FT 4065/4068 FT 4422/5422 FT 4730/4495 FT 4027/4327/5035/5632/5840 FT 6350/7650/6950 Aficio 1013 /1013 F Aficio 1015/1018/1018 D/1022/1027 VT 1730/1800 FW 810
4C 33p 33p 33p 33p 29p 29p 29p 45p 43p NA 9.0Rs
SSC (3yrs)**
Fax 12 13 14 15 16 17 18
FAX 170/180 FAX 240 FAX 550 FAX 800/880 FAX 1400L FAX 1800L FAX 2700L/3000L/2000L
SERVICE OPTIONS AND RATES AMC ASC C&M (per call) R-I* R-II* R-I* R-II* Metro R-I* R-II* 9K 12K 5K 8K 0.75K 1.2K 1.5K 0.75K 1.2K 1.5K 10K 13K 6K 9K 0.75K 1.2K 1.5K 7K 10K 5K 8K 15K 20K 10K 15K 0.75K 1.2K 1.5K 12K 15K 7K 12K 0.75K 1.2K 1.5K 15K 20K 10K 15K 0.75K 1.2K 1.5K 15K 20K 10K 15K 0.75K 1.2K 1.5K NA NA 0.75K 1.2K 1.5K 7% of floor price NA NA 0.75K 1.2K 1.5K 7% of floor price 27.5K 34.5K NA NA 0.75K 1.2K 1.5K 30K 39K NA NA 0.75K 1.2K 1.5K
NA NA NA NA NA NA NA
9K NA 12K 16K 15.8K 20K 20K
9K NA 12K 16K NA NA 20K
ASC
2K NA 2.5K 4K 4.5K 5K 5K
2K NA 2.5K 4K NA NA 5K
0.75K 0.75K 0.75K 0.75K 0.75K 0.75K 0.75K
1.2K 1.2K 1.2K 1.2K 1.2K 1.2K 1.2K
All contract values are subject to change. Prices are excluding taxes. *R-I: A remote location which is beyond 50 KM but less than 200 KM & total travel time is < or = 6 Hrs. *R-II: A remote location, which is > 200KM& total travel time is >6 Hrs. Metro: The city/town where a dealer has his office and the area within 50KM of the DEALER’s office. **SSC: This contract option should not be offered for the fax machines, which were sold more than 5 years ago. NA- Contract option not available
1.5K 1.5K 1.5K 1.5K 1.5K 1.5K 1.5K
IDC/POLICY/UPDATE/APR 05
2.6 Service manuals and parts catalogues:
Service Manuals& Parts Catalogues for a particular product are provided to the STs free of cost at the time of product training. For any subsequent requirement these are available at a price indicated in the table below. Please note that the service/parts manuals for the models, only, on which ST is trained, will be issued against the prices listed below: Part Catalogue: Service Manual:
Rs 200/= per Model Rs 300/= per Model
IDC/POLICY/UPDATE/APR 05
2.7 Recommended life of fast moving inventory: For optimum equipment performance, replacement of fast moving spares is recommended on life indicated in the table below.
2.7.1 MODEL WISE FAST MOVING PARTS LIFE
S.No. Part Description 1
Paper feed roller
2
Pick-up roller
3
Reverse/separation roller
4
Corona wires
5
Grid
6
Charge roller
7
Hot roller
8
FT3013/ FT4215/ FT4065 Phoenix 3313/ 4422 3513 160000
FT4015/ 4615/3613
120000 250000
120000
90000
NA
120000
NA
120000
NA
NA
120000
NA
120000
NA
60000 100000
NA
90000
80000 160000
120000
NA
NA
90000
NA
NA
NA
120000
NA
80000
180000 100000
120000
90000
Pressure roller
160000
180000 100000
240000
90000
9
Cleaning blade
80000
120000
50000
120000
90000
10
Transfer belt
NA
NA
NA
240000
NA
11
Tr. belt. Cleaning blade
NA
NA
NA
120000
NA
12
Oil supply roller/pad
NA
NA
50000
NA
NA
IDC/POLICY/UPDATE/APR 05
2.7.2 MODEL WISE TARGET YIELD OF CONSUMABLE
MODEL
TONER Description
DEVELOPER
Target Yield*
Description
Target Yield*
DRUM Part No.
Target Yield*
FT1008/1208*
Type 1215
3.0K
NA
NA
A 2269510
30K
FT 3013/3213/3513/
Type 320 E
10.0K
Type 310
80K
A0779510
80K
6.0K
Type3
45K
A2199510
45K
80K
A0699510
80K
80K
A0699510
80K
100K
A1539510
120K
120K
A0966510
360K
130K
54428801
100K
130K
54428801
100K
3713/3313
370g/CTR
FT 4015/4018/4615
Type1305
4618/3613/3813
215g/CTR
FT 4215
Type 410
1Kg/bag 370g/bag 9.5K
380g/CTR FT 4422
Type 420
1Kg/bag 9.5K
380g/CTR FT 4027/4327/5035/
Type 4501
5535/5632/5640/
415g/ bottle
Type 410 Type 310 1Kg/bag
17.0K
Type 1 1Kg/bag
5832/5840 FT 6350/7650
Type F400
FT 4065
Type 1
FT 6950
Type 1
38.0K
Type 1
5.5K
Type 4000
5.5K
Type 4000
1140g/bottle
1 Kg/bag
250g/bottle 250/bottle
1 Kg/bag 1Kg/bag
Type 5600 6.5K Type 4000 130K 54428801 100K Please FT 4730/4495 300g/ CTR 1 Kg/bag note that above spares/consumables lives are indicative. RICOH will not be responsible for any deviation from the indicated yields, which may vary depending on the site & environmental conditions, type of originals, equipment usage, quality of throughput material (paper), STs skill level and AMCV.
*Based on the A4, 6% RICOH Standard Chart
IDC/POLICY/UPDATE/APR 05
2.8 Recommended Tool List RICOH recommends that Service Technician use a standard Tool Kit. This toolkit has been recommended to cater to service of entire product range RECOMMENDED LIST OF TOOLS
1
DIGITAL MULTI METER
3.5 DIGITS
2
SOLDERING IRON
SOLDRON (25 WATTS)
3
STAR SCREW DRIVER
TAPARIA 862
4
STUBBY STAR SCREW DRIVER
TAPARIA 855
5
STAR SCREW DRIVER SMALL
TAPARIA 859
6
NOSE PLIERS
TAPARIA 1430-160mm
7 8
COMBINATION PLIERS HALF ROUND FILE
TAPARIA 1621 6 INCH
9
HALF ROUND NEEDLE FILE
10
PLASTIC BOXES
2 Nos
11
ELEN KEY SET
(1,1.5,2,2.5,3mm)
12
FEELER GUAGE
In millimeters
13
TORCH
SMALL
14
TWEEZER
15
CLEANING BRUSH
2 INCH
16
LINE TESTER
TAPARIA
17
FLAT SCREW DRIVER
TAPARIA 922
18 19
STAR SCREW DRIVER LONG CIRCLIP PLIER
TAPARIA 862-L
20 21 22
CUTTER KNIFE METALLIC SCALE TOOL CASE
2.9 ST Recruitment Guidelines:
6 INCHES VIP CLASSIC
IDC/POLICY/UPDATE/APR 05
Service Technician is the most important interface with the Customers, once the machine has been installed. The quality of his interaction with the Customer & handling of the customer’s service requirement determines our reputation & chances of further business with the customer. It is therefore important that the ST recruited meets the minimum laid down standard. 2.9.1 Assessment form for ST recruitment To enable the Dealer to shortlist the candidates by conducting the preliminary interview, the Preliminary Interview Assessment Format is attached as Annex-8. After short-listing the candidates, Dealer is required to forward the individual assessment sheets to supporting branch. The Branch Service Head will then conduct technical assessment to identify the candidate to be recruited as ST. 2.9.2 Recommended remuneration: It is recommended that the Dealer provide ST with a good remuneration in line with regional trends and standard. However it should preferably not be below the guidelines given below. The package given below is recommended to ensure a long stint of ST with the Dealer, which is necessary in this industry for a good and healthy service set up. Suggested guidelines for Remuneration: Basic : Conveyance :
Rs 4000 per month Rs 750 per month
Total
:
House Rent :
Rs 1000 per month
Rs 5750 per month
In addition the Dealer must comply with all the legal procedures & processes governing the payment of wages and working hours as per Shops & Establishments Act..
3. RICOH FIELD SUPPORT PROGRAM 3.1
Objective: It is Ricoh’s endeavour to provide dealers with Service Management Systems and Technical Support to ensure RICOH products function with the highest degree of reliability.
3.2
FPR and Issue Escalation Process Both these processes are designed to provide SOS support to the dealer for Customer Service related issues. FPR process is specifically designed to provide support to the dealer for equipment performance issues and all other issues should be escalated through Issue Escalation Process.
IDC/POLICY/UPDATE/APR 05
3.2.1
Field Problem Report (FPR): This process gives a dealer guideline to escalate a technical problem to the supporting branch for technical support.
1. PROCESS In the event the ST is unable to repair the machine or if there is frequent breakdown of the machine the dealer ST raises the FPR (refer to Annexure7), filling all the relevant portions of FPR format and sends it to ASM/BSM of the supporting branch. ASM/BSM give a feedback on the Field Problem thru same format (refer section ‘TSG reply’ of the FPR format). In event the dealer is unable to resolve the problem despite ASM/BSM’s feedback, the RICOH engineer will be sent to dealer location for support (also refer to section 3.4) 3.2.2
ISSUE ESCALATION PROCESS This process is designed to maximise Customer Satisfaction by resolving Customer/ Dealer issues due to Products / supplies /services in the Dealer territories. 3.2.2.1 COVERAGE: A filled form from dealer to Branch Head expressing service concern will be covered under this process. 3.2.2.2 RESPONSIBILITY: Branch Heads will be responsible for resolution and reporting of dealer issues relating to their Branches. 3.2.2.3 PROCESS: All issues will be recorded on the Issue Escalation Form. (Form enclosed) This is to be maintained in the Branch/ dealer location. A serial no. will be marked on the Issue Escalation Form. This will comprise of year-month-running sr. no. for the month. Dealer to fill in the Issue Escalation Form and send to Branch Service Head along with a copy to Branch Head (please fax/courier for speedy resolution). If the issue is not resolved after three days of escalation, the dealer will check with the Service Manager by giving the relevant reference no. of Issue Escalation Form. If the problem is still unresolved after three days the Service Manager will automatically forward it to Manager-Service Planning in NSD at HO. The concerned manager at NSD will resolve all the issues within seven days of date of escalation.
IDC/POLICY/UPDATE/APR 05
3.2.2.5
DEALER ISSUE ESCALATION FORM
From: Mr.__________________________ DEALER LOCTION:________________ Telephone/Fax no.___________________ BRANCH
REGION
AREA OF ISSUE CODE
To: Mr.____________________________
Ricoh India Limited Location: _______________________ TYPE OF ISSUE CODE
ISSUE LOG NO. YR
ISSUE ESCALATED ON DAY
MTH
YR
ESCALATION FORM RECD ON DAY MTH YR
DATE ACKNOW’D BY RICOH DAY MTH YR
MTH
S..No
ISSUE RESOLVED ON DAY MTH Yr
ISSUE IN BRIEF : ___________________________________________________________________________________________ ___________________________________________________________________________________________ _____________________________________________________________ ACTION TAKEN TILL NOW : ___________________________________________________________________________________________ ___________________________________________________________________________________________ _____________________________________________________________
IDC/POLICY/UPDATE/APR 05
DEALER ‘s SIGNATURE
Date :
FOR RICOH USE RESOLUTION OF ISSUE: ___________________________________________________________________________________________ ___________________________________________________________________________________________ _____________________________________________________________
CODES
ACTIONS / SUGGESTIONS TO PREVENT RECURRENCE: ___________________________________________________________________________________________ ___________________________________________________________________________________________ ____________________________________________________________ AREA OF ISSUE A SALES B SERVICE C FINANACE D OTHERS
TYPE OF ISSUE 1 SPARES 5 CONSUMABLES 2 TECH. SUPPORT 6 CUSTR. RELATED 3 BILLING 7 INCOM. ACTION 4 WRONG COMMITMENT 8 BEHAVIOUR
IDC/POLICY/UPDATE/APR 05
3.3 DSSM/ASM/BSM VISITATION PROGRAM Objective: It is Ricoh’s endeavour to provide dealers with Service Management, Systems and Technical Support to equip them with efficient, effective and customer friendly service operations; Branch Service Management will initiate some visits to dealer locations to meet this objective. The specific action during these visits will be: To review service process implementation Evaluate/Improve Technical competence of the ST Meet customers to gauge their level of satisfaction with the service rendered Review dealer service profitability and give dealer specific feedback to improve profitability Initiate/review action plans for improving Customer Satisfaction, service profitability, technical competence and process implementation
IDC/POLICY/UPDATE/APR 05
3.3.1
DSE/DSSM/ASM/BSM Visit Checklist
Location Visited:________________
Process Assessment
Rating
Branch:__________ Next steps*
1.Work Control review • • •
Maintenance of logbook Call allocation & RT control procedure Track of broken calls
2.Quality & timeliness of reports 3.Inventory Process & level review • • •
Physical Stk Vs Stocking level Timeliness of indents E.Tel Process. Review E.Tels for stk level parts.
4.Complaint Resolution Process review
Rating [on scale of 1(poor) to 5(Good)] S.T.s Skill level review
Done Y/N
Next steps*
1.Do 3 formal accompaniment calls, do following: • Observe ST’s on job repair practices (2 calls) • Demonstrate correct practices by doing one call • Do toolkit audit to check completeness &condition Of tools & manuals
2.Provide inputs to the ST on the areas identified based on skill/knowledge evaluation. 3.Do 2 Quality Assessments, identify areas of improvement and prepare time bound action plans for improvement. 4.Check ST’s current technical problems and demonstrate the 5.Test ST’s understanding through the technical bulletins
___________________ The Dealer’s Signature
_________________________ Visiting Manager’s Signature
*Attach extra sheets (if required) to capture agreed Next Actions.
IDC/POLICY/UPDATE/APR 05
3.4 RICOH Engineer Visit Support RICOH engineer may need to visit the Dealer location in case Dealer ST is not able to resolve the problem (Technical Support Visit). In above case the Dealer needs to send in a written request, agreeing to pay the engineer visit charges. The Support Call Charges are as under: (a). IInd A/c Rail Fare (To & fro) from the Branch + Local Conveyance No per call charge shall be levied on the Dealer. A Visit by RICOH Service Representative may also be necessary in case : (b). Dealer ST is not on board. (c ). Dealer ST is not available on account of training/leave. For (b) and (c) a charge of Rs 1000/= per day shall be charged over and above the Travel charges as mentioned above. There may also be cases where RICOH finds it essential to depute the engineer in following cases: • Customer Complaint resolution is delayed beyond reasonable limit. • Though dealer does not ask for support but RICOH finds it important to send the engineer for any Customer Satisfaction related issue. In such cases the Dealer’s consent though desirable is not mandatory. The cost of visit (as per policy) will be debited to the dealer in such cases.
IDC/POLICY/UPDATE/APR 05
3.4.1 Dealer Support Charge Slip DEALER SUPPORT CHARGE SLIP A Dealer’s Name
Location____________
B RIL Engineer’s Name
E C No._____________
C1 Train Fare (II nd AC) Rs___________
C2 Local Conv Rs_________
D Total Support Charges (C1+C2)
Rs__________
I Dealers Remarks:
II RIL Service Representative Remarks:
Dealer’s Sign.
Engr’s Sign.
Ser. Manager’s Sign
Branch Mgr’s Sign
IDC/POLICY/UPDATE/APR 05
3.5 On Line Technical Support: The objective of this policy is to provide a dealer ST technical support in an emergency. The support in such a case is provided telephonically. To provide such support the following conditions should be met: The Call should be made from close to the machine. Only ST should make this call. ST should be trained on the product. He should have Service Manual and Point-To-Point diagram of the product. This Support is available from 9.15AM to 5.30PM on all working days (Monday to Friday except holidays)
3.5.1 Telephone number & Email ID to be contacted: 011-51613010 to 19 Extn. 1304, & 1308
[email protected] Contact persons:
Mr. Anil Mehta - Technical Support & Training Manager Mr. Amit Gupta - Technical Support Manager
IDC/POLICY/UPDATE/APR 05
3.6
Recruitment and Induction Support:
RICOH helps the dealer in recruiting and inducting (pre/post training) Service Technicians. The objective of this policy is to ensure following: A candidate with right technical and personal profile is appointed. This is achieved by conducting the technical skill evaluation and final interview by supporting branch’s BSM. The selected candidate is ready for the training through Pre-Training Induction. Pre-Training induction is provided by DSSM/BSM of the supporting branch at the Dealer location before basic training. ST is ready to handle on site service independently through Post-Training Induction. Post-Training induction is provided in Branch location by DSSM/BSM of the supporting branch. The detailed process on Recruitment & Induction is given in the section 5.2 & 5.4 of this manual.
IDC/POLICY/UPDATE/APR 05
4 Spare Parts Administration SCOPE: In general, it is Ricoh’s intent to provide sufficient inventory of spares & consumables at each dealer location to adequately maintain the specific machines-in-field population.
4.1 Stocking levels: Stocking level spare parts are defined as the fast moving spares, which a dealer location would need to stock and replenish on a bi-monthly basis. It is mandatory that all stocking level spares/consumables are available with the dealer at any given point of time to ensure a high m/c Up-Time.
4.1.2 Recommended Stocking levels On the following pages the model-wise recommended stocking levels are given for spares and consumables. Please note the stocking level for each spare, given on the following pages is for up to 50 machines. For more than 50 machines of any model the stocking level becomes double and so on.
IDC/POLICY/UPDATE/APR 05
4.1.2.1 STOCKING LEVELS FT-4065 PART NUMBER
DESCRIPTION
54422070 54422084 54422080 95100494 52093580 52093565/A0073565 52054181 AE011006/AE011035 54424090/AE020001 54422108 54474278 52094067 52115368/52115250 52115755/AX440006 AX520009/52115303 54422637/AF033003 52115712 52094163 52094410 A0264115/52154117 52094407 52154086 54422616/52152619 54424492 52115400 54425373 54424130/52154130
MAIN CORONA WIRE TRANSFER CORO WIRE T&S END BLOCK FRONT T&S END BLOCK REAR CLEANING BRUSH CLEANING BLADE GEAR 18 T HOT ROLLER PRESSURE ROLLER CORO WIRE SPRING HOT ROLL STRIPPER PRESSURE ROLL STRIPPER FUSING THERMISTOR HEATER LAMP EXPOSURE LAMP FRICTION PAD P.S.U FUSER KNOB OIL TUBES OIL BLADE CAM GEAR GEAR 40 T FEED ROLLER GEAR 20Z PAPER FEED CLUTCH REGISTRATION CLUTCH OIL SUPPLY PAD
TOTAL *Subject to change by RICOH
4.1.2.2 STOCKING LEVELS 4027/5035/5632/5832
Unit ABA Price * 42.00 176.00 42.70 13.32 1047.00 456.00 70.00 1189.00 1607.00 1.58 136.68 5.55 1203.00 627.00 946.00 15.00 2034.00 19.52 5.90 284.00 9.48 77.22 117.00 4.52 500.00 761.00 35.00
= Rs 11,425/-
IDC/POLICY/UPDATE/APR 05
PART NUMBER
DESCRIPTION
Unit DEALER Price*
AE044013 A1532277 A1572557 AB017366 AF022079 AB017367 A1533892 AF032027 AE020050 AF031026 AF030025 AA080200 A1573870 AB013909 AF032025 AF031025
HOT ROLLER STRIP. CLEANING BLADE SPRING PLATE PADDLE GEAR VERTICLE DRIVE ROLLER RIGHT PADDLE ROLLER BELT CLEANING BLADE SEPERATION ROLLER PRESSURE ROLLER PAPER FEED ROLLER PICKUP FEED ROLLER BUSHING - 6x12x11 TRANSFER BELT IDLER GEAR SEPERATION ROLLER FEED ROLLER
TOTAL = Rs 8913/*Subject to change by RICOH
4.1.2.3 STOCKING LEVELS 4015/4018/4615/4618
90.05 779.00 26.00 73.00 26.00 33.00 421.00 98.33 2362.00 204.93 119.00 98.00 4143.00 82.00 119.00 239.00
IDC/POLICY/UPDATE/APR 05
PART NUMBER
DESCRIPTION
Unit DEALER Price*
A1904082 A2194081 A1903550 A1903155 A1903153 A1903152 A1843420 A1903125 A1903156 A2193339 A1843421 A1841672 A1902065 A1903866 A1903880
PRESSURE ROLLER HOT ROLLER CLEANING BLADE IDLER GEAR GEAR GEAR BOTTLE CHAK BUSHING CAM GEAR TONER BOT. HOLD. LEVER CHUCK SHAFT THERMOFUSE CHRG.COR.WIRE TRNFR.COR.WIRE DISCHARGE PLATE UNIT
TOTAL = Rs 4264/*Subject to change by RICOH
1397.00 1369.00 417.00 16.57 24.83 24.83 24.83 58.00 41.40 66.23 24.83 394.33 84.00 84.00 237.00
IDC/POLICY/UPDATE/APR 05
4.1.2.4 STOCKING LEVELS 4215 PART NUMBER
DESCRIPTION
52062605 AB013430 ABO13432 AB013839 AB013840 AB013439 AB013428 AB011069 AB017166 ABO13431 ABO13858 AF031006 AE030003 AF030002 A0489001 A0489002 A0489003 AD022179 AD022180 A1283552 A0699001 AE011035 AE020016 A1284313 A1281735/A1735917
SEPARATION ROLLER GEAR 33Z GEAR 35Z GEAR 36Z GEAR35 Z GEAR 23Z GEAR 35Z GEAR 45 Z GEAR 36Z / 20Z GEAR 29Z GEAR 15Z FEED ROLLER BALL BEARING PICK UP ROLLER CHARGE CORONA WIRE TRANSFER CORO. WIRE SEP. CORO. WIRE T&S END BLOCK FRONT T&S END BLOCK REAR CLEANING BLADE CLEANING ENT. SEAL HOT ROLLER PRESSURE ROLLER PRESSURE T ROLL. SPRING EXPOSURE O LAMP
TAL *Subject to change by RICOH
=Rs 6005/-
Unit DEALER Price* 170.00 66.23 49.68 148.00 213.22 24.83 33.12 49.68 66.23 57.97 41.4 290.00 213.22 216.00 131.00 131.00 131.00 123.17 73.48 369.00 172.85 475.00 1925.00 16.57 817.00
IDC/POLICY/UPDATE/APR 05
4.1.2.5 STOCKING LEVELS 3313/3013/3213/3513/3713
PART NUMBER A0779520 A0779522 A0779521 AD022233 AD022234 AD002018/2044 AB017327 ABOI3437 AB013642 AE011033 AE020024 A0771668 AE044015 AX530011 AW020075 52053103 A1521119 AB017358 93430022 AX210029
*Subject to change by RICOH
DESCRIPTION MAIN CORONA WIRE TRANSFER CORO WIRE SEP. CORO WIRE T&S END BLOCK FRONT T&S END BLOCK REAR CLEANING BLADE GEAR 21/40Z GEAR 19Z HOT ROLLER GEAR HOT ROLLER PRESSURE ROLLER SCANNER SHOE HOT ROLL STRIPPER EXPOSURE LAMP PHOTOINTURRUPTOR BUSHING 6mm DEVELOPMENT JT. BKT. 24Z/33Z DRUM HEATER PAPER FEED CLUTCH
TOTAL
Unit ABA Price* 175.00 175.00 175.00 98.33 81.87 1034.00 114.88 57.97 41.40 909.00 2550.00 49.68 175.00 1477.00 73.48 131.45 498.00 49.68 128.00 1316.00
= Rs 9311/-
IDC/POLICY/UPDATE/APR 05
4.1.2.6 CONSUMABLES STOCKING LEVEL
MODEL 4215 3000 4015 PHOENIX 4065 4730/4495 4422
TONER MIF=> 0-5 6-10 11-25 3 5 11 3 6 15 4 7 17 1 3 7 4 8 20 3 7 16 3 5 11
MODEL 4215 3000 4015 PHOENIX 4065 4730/4495 4422
DRUM MIF=> 0-5 6-10 11-25 1 1 1 2 1 1 1 1
MODEL 4215 3000 4015 PHOENIX 4065 4730/4495 4422
DEVELOPER MIF=> 0-5 6-10 11-25 1 1 1 2 1 1 1 1
NOTE:USE A COMBINATION OF 5,10,25 MACHINES TO ARRIVE AT THE STOCKING LEVEL FOR A DEALER MINIMUM STOCKING LEVEL IS AS INDICATED UNDER THE MIF '5'(FOR ONE M/C ALSO) BESIDES ABOVE CONSUMABLES, FOR 4065,4495 & 4730 SILICON OIL IS ALSO REQD. RECOMMENDED STOCK IS 2 OILS FOR UPTO A MIF OF 5.
IDC/POLICY/UPDATE/APR 05
4.2 Spares/Consumable Indent Process
4.2.1 NORMAL INDENTS: Purpose of raising normal indents is to do a cyclic replenishment of the stocking level spares & consumables to ensure ready availability of inventory at any given point of time. A dealer should forward the Consumables & Spares Indent Form duly filled in, to the supporting branch. Two such indents, per month would be supplied free of handling & delivery charges. The Dealers are also advised to raise indents twice a month in order to provide in time service to the customers. Delivery Charges of more than two indents per month will be to the Dealer’s account. The normal indent processing time would be 7 working days. Incase any part dues out from the indent sent by a Dealer, RICOH’s supporting branch will keep a track of such pending orders and ensure speedy replenishment. All such indents should be raised in the attached Consumables & Spares Indent Sample Form.
4.2.2 Process: • The Dealer raises the Indent, on Indent Form (sec 4.2.3) for stocking level spares on dates given by supporting branch. It should be marked to Service Head of branch. • Branch validates the requirement against stocking levels & credit limits and dispatches the spares to the dealer. • Any quantity dued out will be intimated to the Dealer by supporting branch and will be dispatched on receipt to the DEALER
4.2.3 Indent Form: These forms have been prepared model wise. See the formats on the next few pages.
IDC/POLICY/UPDATE/APR 05
Indent form 4065/4730 PART NUMBER
DESCRIPTION
95000491
TONER (4065)
A9540043
TONER CARTRICOHGE (4730)
889413
DEVELOPER
54428801
DRUM
96100544
SILICON OIL
54422070
MAIN CORONA WIRE
54422084
TRANSFER CORO WIRE
54422080
T&S END BLOCK FRONT
95100494
T&S END BLOCK REAR
52093580
CLEANING BRUSH
52093565/A0073565
CLEANING BLADE
52054181
GEAR 18 T
AE011006/AE011035
HOT ROLLER
54424090/AE020001
PRESSURE ROLLER
54422108
CORO WIRE SPRING
54474278
HOT ROLL STRIPPER
52094067
PRESSURE ROLL STRIPPER
52115368/52115250
FUSING THERMISTOR
52115755/AX440006
HEATER LAMP
AX520009/52115303
EXPOSURE LAMP
54422637/AF033003
FRICTION PAD
52115712
P.S.U
52094163
FUSER KNOB
52094410
OIL TUBES
A0264115/52154117
OIL BLADE
52094407
CAM GEAR
52154086
GEAR 40 T
54422616/52152619
FEED ROLLER
54424492
GEAR 20Z
52115400
PAPER FEED CLUTCH
54425373
REGISTRATION CLUTCH
54424130/52154130
OIL SUPPLY PAD
Indent Form 4027/5035/5632/5832
Stocking
Physical
Quantity
Level
Balance
Required
IDC/POLICY/UPDATE/APR 05
PART NUMBER
DESCRIPTION
889465
TONER
889455
DEVELOPER
A1539510
DRUM
AE044013
HOT ROLLER STRIP.
A1532277
CLEANING BLADE
A1572557
SPRING PLATE
AB017366
PADDLE GEAR
AF022079
VERTICLE DRIVE ROLLER
AB017367
RIGHT PAADDLE ROLLER
A1533892
BELT CLEANING BLADE
AF032027
SEPERATION ROLLER
AE020050
PRESSURE ROLLER
AF031026
PAPER FEED ROLLER
AF030025
PICKUP FEED ROLLER
AA080200
BUSHING - 6x12x11
A1573870
TRANSFER BELT
AB013909
IDLER GEAR
AF032025
SEPERATION ROLLER
AF031025
FEED ROLLER
Stocking
Physical
Quantity
Level
Balance
Required
IDC/POLICY/UPDATE/APR 05
Indent Form 4015/4018/4615/4618 PART NUMBER
DESCRIPTION
889858
TONER
889855
DEVELOPER
A2199510
DRUM
A1904082
PRESSURE ROLLER
A2194081
HOT ROLLER
A1903550
CLEANING BLADE
A1903155
IDLER GEAR
A1903153
GEAR
A1903152
GEAR
A1843420
BOTTLE CHAK
A1903125
BUSHING
A1903156
CAM GEAR
A2193339
TONER BOT. HOLD. LEVER
A1843421
CHUCK SHAFT
A1841672
THERMOFUSE
A1902065
CHRG.COR.WIRE
A1903866
TRNFR.COR.WIRE
A1903880
DISCHARGE PLATE UNIT
Stocking
Physical
Quantity
Level
Balance
Required
IDC/POLICY/UPDATE/APR 05
Indent Form 4215/4422 PART NUMBER
DESCRIPTION
887524
TONER (4215)
887704
TONER (4422)
887564
DVELOPER (4215)
889268
DEVELOPER (4422)
A0699510
DRUM
52062605
SEPARATION ROLLER
AB013430
GEAR 33Z
ABO13432
GEAR 35Z
AB013839
GEAR 36Z
AB013840
GEAR35 Z
AB013439
GEAR 23Z
AB013428
GEAR 35Z
AB011069
GEAR 45 Z
AB017166
GEAR 36Z / 20Z
ABO13431
GEAR 29Z
ABO13858
GEAR 15Z
AF031006
FEEDROLLER
AE030003
BALL BEARING
AF030002
PICK UP ROLLER
A0489001
CHARGE CORONA WIRE
A0489002
TRANSFER CORO WIRE
A0489003
SEP. CORO WIRE
AD022179
T&S END BLOCK FRONT
AD022180
T&S END BLOCK REAR
A1283552
CLEANING BLADE
A0699001
CLEANING ENT. SEAL
AE011035
HOT ROLLER
AE020016
PRESSURE ROLLER
A1284313
PRESSURE ROLL. SPRING
A1281735/A1735917
EXPOSURE LAMP
Stocking
Physical
Quantity
Level
Balance
Required
IDC/POLICY/UPDATE/APR 05
Indent Form 3313/3013/3213/3513/3713 PART NUMBER
DESCRIPTION
887631
TONER
889268
DEVELOPER
A0779510
DRUM
A0779520
MAIN CORONA WIRE
A0779522
TRANSFER CORO WIRE
A0779521
SEP. CORO WIRE
AD022233
T&S END BLOCK FRONT
AD022234
T&S END BLOCK REAR
AD002018/2044
CLEANING BLADE
AB017327
GEAR 21/40Z
ABOI3437
GEAR 19Z
AB013642
HOT ROLLER GEAR
AE011033
HOT ROLLER
AE020024
PRESSURE ROLLER
A0771668
SCANNER SHOE
AE044015
HOT ROLL STRIPPER
AX530011
EXPOSURE LAMP
AW020075
PHOTOINTURRUPTOR
52053103
BUSHING 6mm
A1521119
DEVELOPMENT JT. BKT.
AB017358
24Z/33Z
93430022
DRUM HEATER
AX210029
PAPER FEED CLUTCH
Stocking
Physical
Quantity
Level
Balance
Required
IDC/POLICY/UPDATE/APR 05
4.3 EMERTELS: Emertel is defined as an emergency requirement, which has caused such a breakdown to the machine that it cannot produce copies. It is mandatory for an Emertel to have a part no. & description of the spare requisitioned. Emertel would be accepted only on the prescribed format attached and should be faxed to the branch for faster processing. All the Emertels received till.1500 hrs would be processed the same day and the Emertels received after 1500 hrs would be processed on the next working day. A fixed delivery/handling charge of Rs 100/- per consignment will be levied for each Emertel consignment dispatched to the DEALER. It is advised that no Emertel for stocking of a stocking level spare or consumable should be raised.
4.2.1 Process: • The Dealer faxes the Emertel on Emertel Format (sec 4.3.2) for the down machine. • The branch dispatches the spare to the Dealer the same day if in stock and if Emertel is received before 3 PM. • For the spares not in branch stock the branch will dispatch it on receipt from NLC. Availability status of such spares may be checked from supporting branch Service Head.
4.3.2 Emertel Form: See the format on the next page.
IDC/POLICY/UPDATE/APR 05
EMERTEL FORM FROM: _______________
LOCATION_________
TO : (BRANCH) _______________
DATE: ____________
EMT NO.
PART NUMBER
MODEL
DESCRIPTION
QTY
CUSTOMER NAME
Category* A= completely down machine ; Category B= Machine generating copies 61
CAT*
REMARKS
IDC/POLICY/UPDATE/APR 05
4.4 PCB Repair Policy RICOH offers a PCB repair service to the dealers. The repair service will consist of inspection, repair and invoicing to the dealer. 4.4.1 Charges: The repair charges of the PCB would be 70% of Dealer price subject to confirmation from Repair Centre on specific PCB found repairable. In case the PCB is found to be non-repairable dealer will not be entitled to the repair charges and will have to buy fresh PCB instead, at Dealer price. Please refer to the list of PCBs (as in Annexure -5), which are presently repairable. A Dealer will be entitled to a credit of 30% only on PCBs listed in Annexure - 5 of this manual. 4.4.2 Process: The Dealer raises a requirement (refer to section 4.2.3 of this manual) for the PCB and the same is supplied at the Dealer price. Defective PCB is returned by the dealer in original packing with fault tag duly filled to supporting branch. The branch to send PCB under a separate load sheet to National Logistic Centre (Repair Centre). No inspection required by the branch. Repair Centre to examine and authorize the reparability of the PCB. This authorization on the fault tag would be returned to the supporting branch in original. Based on the repair centre remarks 30% credit shall be given to the dealer if PCB is found repairable. In the event the PCB is found non-repairable no discount will be given and the defective PCB shall be returned through courier on “To Pay” basis to if the Dealer a request for returning the old PCB.
IDC/POLICY/UPDATE/APR 05
RICOH INDIA LIMITED FAULT TAG FOR REPAIRABLE PCBs Dealer’s Name & address__________________________
__________________________________________________ __________________________________________________ Model : ___________________________________________ M/C Sr. No. : ______________________________________ Part Description : ___________________________________ Part No. : __________________________________________ Date Part Installed : __________________________________ Date Part Removed : _________________________________ Meter Part Installed : _________________________________ Meter Part Removed : ________________________________ Defect Description :
__________________________________________ ________________________________________________________ ______________________________________________
Dealers Signature & Seal
For RICOH’s use only Branch:____________
Repair centre Sr.No.___________
Load Sheet No._________ PCB Found Repairable(Yes/No)________________ Repair Centre Incharge Name:________________ Signatures :
Date:
IDC/POLICY/UPDATE/APR 05 No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60
PARTNO A1575181 AG011316 52115712 AZ240041 AZ230082 A0267417 A2989501 A2995100 A2045181 A1761462 AZ240019 A1515100 A2205112 A1535111 A2985100 AZ240081 B0935722 AZ320069 A0775111 AZ300020 AZ240071 A1285620 H5555000 AZ230123 A1525100 AZ240042 AZ230049 A1735620 A2985150 A1735161 AG011346 B0195100 A2677630 AZ230084 H5056011 AZ240036 AZ220020 A1525670 A2195100 A0775670 AZ230127 A2035657 AG011312 A2025103 A2035103 AZ300044 AG010050 A1905150 A1535645 AZ300045 H5054022 A2937510 AG010052 A2035670 B0395120 A2035653 A1731513 AZ300041 AZ320078 B6205184
MODEL FT4327 FT4027 FT4065 FT5632 AF1015 FT4065 FT4615 FT4618 FT5632 FT6350 FT6350 FT3013 FT6350 FT5035 FT4615 AF1055 AF2022 FT4215 FT3313 FT4065 AF1035 FT4215 AF1013 AF2015 FT3213 FT5640 FT4495 FT4422 FT4615 FT4422 FT5632 FT3813 AF220 AF1022 FAX880 FT7650 FT3013 FT3013 FT4015 FT3313 AF1113 FT3713 FT5035 FT3513 FT3713 FT7650 FT3013 FT4015 FT5035 FT7650 FAX880 AF1055 FT3213 FT3713 AF1015 FT3713 FT4422 FT5035 FT5035 AF2018
DESCRIPTION MAIN CONTROL BOARD OPERATION PANEL ASS' POWER SUPPLY UNIT D C DRIVE BOARD POWER SUPPLY UNIT MAIN PCB A.C.DRIVE BOARD MAIN CONTROL BOARD MAIN CONTROL BOARD OP.PANEL ASS'Y POWER SUPPLY MAIN PCB MAIN CONTROL BOARD MAIN CONTROL BOARD MAIN BOARD POWER SUPPLY UNIT POWER SUPPLY POWER PACK CB&G MAIN BOARD POWER PACK POWER SUPPLY UNIT AC DRIVE BOARD POWER SUPPLY UNIT POWER SUPPLY UNIT MAIN CONTROL BOARD DC POWER SUPPLY UNIT A.C.DRIVE BOARD AC/DC POWER UNIT H.V.POWER PACK MAIN CONTROL BOARD OP.PANEL ASS'Y MAIN BOARD POWER SUPPLY UNIT POWER SUPPLY UNIT PCB : IJC DC POWER SUPPLY UNIT DC DRIVE BOARD AC DRIVE BOARD MAIN PCB AC DRIVE BOARD - 220 POWER SUPPLY UNIT D C DRIVE PCB OPS PANEL ASSY MAIN CONTROL BOARD MAIN P C B HIGH VOLTAGE POWER PACK OPERATION PANEL ASS' HIGH VOLTAGE P C B AC DRIVE BOARD H.V.POWER PACK OPS PANEL ASSY PAPER FEED CONT.BOARD OPS.PANEL ASSY A.C.DRIVE BOARD I O BOARD C/B/G OPS.PANEL PCB H.V.POWER PACK DC POWER PACK PCB GW FCU3
IDC/POLICY/UPDATE/APR 05
5. Service Training 5.1 Objective
The objective is to define a standard process for recruitment and technical training of Service Technicians across all locations within Ricoh India's Dealer network ,so as to conform to the desired standards for meeting the performance levels.
5.2 Qualification & Recruitment: 5.2.1 Qualification The photocopiers are complex products and hence we must be careful while choosing the people. To be able to handle these products efficiently, the service technicians must have an understanding of Electronics, Electrical, Mechanical , Computer and General Science like light, colour & materials.
Keeping all the above in mind an ideal candidate would be a Diploma Holder in Electronics or Electrical Engineering, however an I.T.I. in Electrical or Electronics is also acceptable provided he has a good knowledge. In case ST does not meet basic minimum qualification criteria, he will not be considered for training. The candidate preferably should be able to understand English and must have fluency in local language (also refer to section 2.9.1 of this manual)
5.2.2 Recruitment: Preliminary interviews to be conducted by the Dealer himself or any other person of the Dealer, capable of conducting an interview on the guidelines provided in section 2.9.1 and should shortlist candidates based on the requirements of a good ST. The short listed candidates then must undergo the written examination. The test question paper would be available with the Branch Service Head. The Answer sheets of test conducted must be sent to the Branch Service Head / DSSM for his evaluation and finalizing the candidate/s. The final interview to be conducted by the Branch Service Head /the DSSM . Under no circumstances the ST’s finalization be done without conducting the written Technical Test and the approval of Branch Service Head. The commercial details like Salary & Perquisites are to be discussed by the Dealer himself and RICOH will not be involved in this process (also refer section 2.9.2 of this manual).
5.3 Basic Product Training: 5.3.1 Basic Training- Some Facts The Basic Analogue product training is scheduled for 11 days (2 weeks) and conducted by the RICOH -Training & Technical Support Department. Only
IDC/POLICY/UPDATE/APR 05
the candidates who are interviewed and found suitable for appointment by Branch Service Head will be allowed to undergo the basic training and a written recommendation by the Branch service Head is mandatory (Annexure-4). The schedule for the training's will be sent to Dealers through their respective Branch Service Heads from time to time. All such trainees attending the program will arrange their to & fro confirmed tickets and reach the RICOH Training Centre, preferably one day before the beginning of the Training program. Any trainee reaching late by more 6 hours will not be entertained for that program and will be sent back. All expenses with respect to sending the ST for training to RICOH Training Centre, like Boarding & Lodging, Local travel expenses etc. will have to be borne by the Dealer. The lunch on training days shall be arranged / provided by the RICOH training department. The dress code for training is formal.
5.3.2 It is mandatory for an ST to attend the basic training with in three months of appointment.
5.4 Induction 5.4.1 Pre Training Induction: Once the person has cleared the test and overall interviewed with the Branch Service Head, and has been finalized to be recruited as a Service Technician, he should be introduced to the Dealer’s Organization, type of business the Dealer is involved in, RICOH products handled by the Dealer, Topography of the Dealer location etc. On completion of the joining formalities the Branch service Head must inform the details of ST to H.O. NSD for the purpose of planning of Basic Training. The process of the ST's training would start with the Pre - training Induction at the Dealer location or Branch. The ST must be briefed on the following before he is sent for the Basic Product Training. • Company background - Annexure - 1 • RICOH Product ranges - Annexure - 2 • Key Operator's training on any Copier (KOT) _ • Basic Copy process – Available with Br. Ser. Head • Field accompaniment with Sr. Engr. / Engr. ( One Day)
5.4.2 Post Training Induction:
IDC/POLICY/UPDATE/APR 05
On completion of the product training the Dealer Service Technician now needs to be attuned to the larger organization (RICOH) he is going to represent in the field. He now needs to be inducted on following: 1) Style of working, 2) Systems and procedures, 3) Reporting patterns followed by RICOH engineers etc. All these will help the Dealer Service Technician to understand the importance of the Systems & Procedures, which helps to maintain the standard of service provided by RICOH. After the completion of training, a performance feedback of each ST shall be providedto the respective Branch Service Head which in turn shall be shared with the Dealer. It is mandatory that the ST should spend a five days in the field with a Sr. Engr. / Engr. for field accompaniment at the Branch. He will also attend Installation, Preventive Maintenance, and Customer Request (Breakdown) calls independently on all Basic Products under supervision. The major focus area of induction would involve the recommendations given by the trainer on ST’s performance feedback. The ST will also be explained about all the Service documentation and reports that he will have to prepare during service calls and other reports which he will send to the Branch office from time to time.
5.5 Assessment: The Service Technician (ST) already trained on Basic products would be closely observed and assessed by the Branch Service Head / DSSM / Sr. Engr. during their visit to the Dealer location and give feed back on his performance to the Dealer. Refreshers training would be recommended if required. Branch Service Head / DSSM will recommend the ST for other products training depending on his readiness on the basic products on which he is already trained. While recommending the ST for the other products training it is suggested that there must be at least one month’s settling period between two training programs. This will help him to absorb & learn the product thoroughly and also help him understand the higher end models in a better way.
5.6 Trainings Duration: Basic Analogue Training 11 days Aficio 2015/18/18D(W/O NIC) 6 days Aficio 2022/27/35/45(with Networking) 11 days Colour Printer 4 days ONE ST of the Dealer needs to be be trained up to a MIF (machines in field) of 60 copiers on Basic Products (FT3X13/FT4X15-
IDC/POLICY/UPDATE/APR 05
18/FT4422/FT4027/FT5362). However once the Basic Product MIF increases more than 60 copiers, another ST also becomes eligible training. Training on Aficio range of products will be provided selectively. RICOH would assess the service capability of the Dealer, technical competence of the ST, and other parameters before selecting a Dealer for Aficio Training. 5.6.2 Training Cancellation Charges: All requests for the training must be given in writing on the prescribed form and routed through the respective Branch Service Head (Annexure-4 ). Once the Dealer gives his written consent for the program but later due to certain reasons he is not in a position to send his ST for training, he would be liable to pay a Cancellation Charge of Rs. 2000/= per S.T.
5.7 Training on Other Products: The ST recommended for other than Basic product training must be trained on Basic Products. In addition, he must have spent time in the field for more than two month after the Basic Product training. No induction for such training's would be required. For all New Products, those are cleared for selling in Dealer's territory it is essential that the Dealer must get his ST trained before the sale/installation of that product. It is advisable that the Dealer should inform for training in advance if he is expecting an order for any new product/s. Under the circumstances where the order has been picked up and the ST is yet not trained the order would only be cleared on the condition where a written consent is given by the Dealer to get his ST trained in the first available program for that model. Meanwhile, machine installation and support calls would be made by the RICOH engineer and cost of it will be debited to the Dealer as per policy. For support requirement at the Dealer location, while the ST is not available due to illness/absenteeism/resignation/training a fixed charge of Rs 1000/= per day would be charged over and above the Travel Cost as specified in section 3.4.
IDC/POLICY/UPDATE/APR 05
6. Warranty Administration 6.1.1 Objective RICOH gives an exclusive warranty to its customers against any manufacturing defects for a period of 90 days from date of Installation of the machine. Manufacturing defects are defined as the defects arising out of defective material or poor workmanship. For all machines Installation in dealer territory the dealer is required to extend the warranty to customers on RICOH’s behalf. The objective of this policy is to help the Dealer to administer warranty efficiently by compensating him for anticipated warranty expenses.
6.1.2
Process
In order to compensate the Dealer for anticipated expenses on account of manufacturing defect, Ricoh India Limited allows a Warranty Administration Allowance as per annexure attached. This allowance per machine is in lieu of all warranty claims administrable by the Dealer to their customers and no separate individual claims will be entertained by RICOH. The Dealer should submit the Install Report as a proof of installation to claim Warranty Administration Allowance. This amount should be claimed along with machine commission and shall be processed by CA only if the Install Report is received along with claim.
IDC/POLICY/UPDATE/APR 05
6.1.3 Model wise Warranty Administration Allowance* to dealer
MODEL
WARRANTY AMOUNT (Rs)
FT3613
360
FT3813
430
FT4615
500
FT4618
560
FT4621
580
FT5422
910
FT 4327
910
FT5632
910
FT5832
1250
FT5640
1400
FT6350
2200
AFICIO 1013
520
AFICIO 1013F
610
AFICIO 1015
740
AFICIO 1018
840
AFICIO 1018D
870
AFICIO 1022
1020
AFICIO 1027
1130
AFICIO 1035
1650
AFICIO 1045
1820
FAX 1400L
275
FAX 1800L
350
IDC/POLICY/UPDATE/APR 05
6.1.4 MIF Support Charge: A nominal charge of Rs 30/= per Aficio per month shall be levied on the Dealer on account of subsidy provided for trainings & support. This charge comes into effect from April 1st 2005. and shall be payable for all Aficio’s installed in the Dealer territory. Post April 1st 2005 this charge is payable from the date of install of the Aficio and shall be payable quarterly. In case of a new appointment of a Dealer the charge shall be papyable from the date of transfer of MIF to the dealer. The charge shall not be paid for machines completing five years since the date of install. This charge shall not be levied on Distributor Products like Aficio FX 16.
IDC/POLICY/UPDATE/APR 05
6.2 Transit Damages 6.2.1 Scope: The packing of the consignments is done to ensure that no damages occur during transit; however there may be an odd occasion when it does happen. The scope of this policy is to cover any such eventuality.
6.2.2 Procedure: a) The Dealer should immediately on noticing a transit damage inform the supporting branch giving details of damage, mentioning part no. & description of damage. b) As far as possible make a notation of exception on the delivery carriers freight bill before signing acceptance of freight.
c) The transit damage claim of the Dealer would be cleared subject to verification by BSM and final approval of Controller-National Service.
d) This policy applies both to M/Cs and spares & consumables while in transit.
IDC/POLICY/UPDATE/APR 05
6.3 MIF Transfer Fee 6.3.1 Scope:
MIF transfer charge comes into effect from October 2005 and shall be payable for all digital MIF installed in the Dealer territory. Payment of MIF transfer Fee by Dealer to Ricoh will be applicable for the following MIF transfer a) Recruitment of new Dealer b) Transfer of MIF from RIL DC to Dealer c) Transfer of MIF from one Dealer to other. d) DC location orders where machine installation is at IDC**. Note: MIF transfer fee will be eligible for entire Digital black & white and Colour copier MIF that includes Contract, Warranty (except for point no. d) and non-contract MIF. For existing service Dealers the MIF transfer charges for point no: d shall be applicable For the MIF installed after 1ST April’06.
** MIF transfer fee will be applicable after expiry of the standard warranty period. 6.3.2 Fee Matrix
MIF transfer fee per Digital machine per month will be payable by the Dealer as per the following matrix Model Upto 20 cpm 20 cpm to 32 cpm > 32 cpm or Colour MFD
Transfer Fee per MIF per month. Rs. 150/Rs. 175/Rs.400/-
a) Above fee is payable up to five years from date of install for total MIF. b) MIF transfer fee is payable per annum in advance. The first payment of MIF transfer fee by Dealer will be at the time of transfer of MIF and for subsequent years at the time of renewal of service agreement. c) The MIF support charges (currently Rs.30/-) as per the current policy are applicable for the entire MIF and are over and above the MIF transfer charges. 73
6.3.3 Procedure
1. The BSM will send the list of MIF to be transferred and the MIF transfer fee due to the Dealer.
IDC/POLICY/UPDATE/APR 05
2. Dealer to make the payment to the Branch within the 7 days of receipt of the MIF List and Transfer Fee invoice. 3. The MIF handover will take place after the receipt of Transfer Fee. 4. For subsequent years the branch CA on validation from BSM will raise a MIF transfer fee invoice to the Dealer. Dealer to pay the MIF transfer Fee before the date of renewal of the service agreement. 6.3.4 Procedure in case of machine re-site for which the Dealer has paid the transfer fee.
1. Balance amount of MIF transfer fee on pro-rata basis will be refunded to the Dealer from the date of re-site subject to the receipt of letter by customer and availability of new site address. 2. In case of this MIF re-site to the other Dealer, this Dealer will pay the transfer fee for balance period to the Ricoh. The above is applicable subject to the fulfilment of following terms a) Dealer informs the branch about the re-site of the machine. b) Dealer from whose location the machine is transferred provides the customer letter about re-site and new site address to Ricoh. c) Branch Service Manager validates the above.
74
IDC/POLICY/UPDATE/APR 05
Annexure – 1 RICOH COMPANY’S BACKGROUND •
RICOH Company was established in 1936 in Japan.
•
RICOH is a leading global manufacturer of Office Automation equipment.
•
RICOH is a Fortune 500 global Company and is the 9th largest Company in Office equipment & computers.
•
RICOH has 128 consolidated subsidiaries and affiliates in Japan and 232 overseas, together employing around 68,000 people.
•
RICOH has 27 Manufacturing units worldwide including 13 outside Japan.
•
In the year ended 31st March, 2000: Total net sales of US $14.0 Billion (Rs.64,400 crores) Total assets of US $14.9 Billion (Rs.68,540 crores)
-
RICOH’s focus: Copiers & Supplies Communication & Info Systems Other Products
64% of Net Sales 23.0% of Net Sales 13% of Net Sales
-
RICOH is the: No. 1 in Copiers in Japan No. 1 in Copiers in Europe No. 1 in Fax in Japan
Market share 33% Market share 24% Market share 19.0%
-
RICOH tops globally in Digital copiers (Launched in 1982) No. 1 in USA Market share 32% No. 1 in Europe Market share 34% No. 1 in Japan Market share 42%
•
In 1975, RICOH became the first Company in the Office Automation industry to receive the DEMING Award, a prestigious and coveted award presented for superior quality in Manufacturing (RICOH has won this award twice – most companies never achieved even once).
IDC/POLICY/UPDATE/APR 05
RICOH INDIA
RICOH INDIA LIMITED is over 400 people strong Company, established in October 1993 and commenced operation in December 1993 as RPG RICOH LTD. It was a joint venture between Ricoh Company Limited, Japan and the RPG Group (26% and 34% shareholding respectively). On May 22, 1998 the Company was renamed as RICOH INDIA LIMITED following the acquisition by Ricoh Company Ltd., Japan of the entire shareholding of the RPG Group. Later Ricoh India Ltd. enhanced its shareholding to 76% and also the Management Control. Ricoh India Limited is a member of the US$14 Billion worldwide Ricoh Group. The Company is engaged in the marketing and servicing of Photocopiers, Fax machines and Multifunctional Digital Imaging Systems (Aficio Series). The Marketing and Servicing of our Products are done through our own personnel as well as through Authorized Business Associates. Ricoh India has : • • • • •
Corporate office at Gurgaon (Haryana) Over 20,000 Satisfied Customers National Logistic Centre at Noida (UP) 12 Branch Offices across the country 130 Dealer Locations (over 100 Dealer Service Engineers)
RICOH, in March 1995, received the prestigious BVQI Certification. EN-ISO 9002:1994 Certification for Quality Manufacture, Installation, Maintenance & Service of microprocessor based Plain Paper Copier, Electronic Copy Boards. RICOH was the first Office Automation Company in the country to achieve this feat. Ricoh India Ltd. has regularly launched a wide range of state-of-the-art copiers and fax models. We have a customer base of 21,000 copiers and 2,600 fax machines installed across the country as of end October 2002.
IDC/POLICY/UPDATE/APR 05
Annexure -2 RICOH PRODUCT RANGE COPIERS: Analog : FT3613 - This is 13 cpm product with A3 size copying facility. FT3813 - This is 13 cpm product with A3 size copying (A3 Original).. This has also the zoom range from 61 - 141%. FT4615 - This is a 15 cpm copier with A3 size copying facility and zoom range 50 - 200%. FT4618 - A 18 cpm copier with A3 size copying and zoom range 50 - 200%. FT4422 - A 22 cpm copier with A3 size copying and zoom range 50 - 200%. FT5632/5832 - These are 32 cpm copiers with zoom range 50 - 200% and A3 size copying. FT5832 is also equipped with Duplex facility. FT5640/5840 - These are 40 cpm copiers with zoom range 50 - 200% and A3 size copying. FT5840 is also equipped with Duplex facility FT6350 - A high volume 50 cpm, Touch screen copier with zoom range 50 200%, A3 size copying and Duplex facility. Old models: FT4065, FT1008/1208FT3313, FT3013, FT3213, FT3513, FT3713, FT4015, FT4018, FT4215, FT4730, FT4495, FT6950, FT4027, FT5035, FT5535 , FT7650. FAX: Fax 1400L - A Full dual access laser Fax with 6 seconds transmission time and 6 ppm printing speed. Fax 1800L - A Full dual access laser Fax with 6 seconds transmission time and 8 ppm printing speed. Old models: F09, F240, F550, F170, F180, F800, F880, F3000L , F2000Land F2700L
IDC/POLICY/UPDATE/APR 05
MULTIFUNCTIONAL PRODUCT: Current Range: Aficio 2015/18/18D : These are 15/18 ppm digital products with Print , Copy , Scan & Fax capabilities over the network Aficio 2022/27/32: These are 22/27/32 ppm digital products with Network Print , Copy , Scan & Fax and Document Management Features Aficio 2035/45: These are 22/27/32 ppm digital products with Print , Copy , Scan & Fax and Document Management Features Old models: Aficio 220 / 270 – This is a 22/27 cpm digital products with Fax & Printer option Aficio 1015/1018 – This is a 15/18 cpm digital product with Fax & Network printer option. Aficio 1035/1045 – This is a 35/45 cpm digital product with Fax & Network printer option. ELECTRONIC WHITE BOARD: EB 10 HIGH SPEED DIGITAL DUPLICATOR: VT1730 AND VT1800
IDC/POLICY/UPDATE/APR 05
Annexure-3
Branch Service Head’s recommendation for Training To: Mr. Anil Mehta Location: Okhla
From: BSM/ASM Location: _________
I’ve interviewed Mr._____________(ST’s name) from_______ (dealer’s Location) and have found him suitable for the Training on model_________. Please include him for the training starting __________(date) to________(date).
BSM/ASM’s Signature
IDC/POLICY/UPDATE/APR 05
Annexure - 4 “ Sample letter to Dealer from Branch Service Head on Ricoh India’s Letter Head“ To, _____Dealer’s Name_______ _______Address________ ____________________ ________________
Date : __________
Subject: Confirmation of ST’s Training Dear Mr. ___________, This is in reference to the training requirement you had projected for your Service Technician on the product/s ________________, enclosed herewith is the training calendar for same. Please note the program date/s and ensure the Service Technician reaches for training well in time for the program. (If Chargeable add the relevant to this paragraph) Please note that the above training would be chargeable, as we have already trained your service technician earlier on the same product/s / the mif is not justified for an additional ST’s training. Please sign below this letter as an acceptance of sending the ST for training. Regards BSM’s Name & Signature I have noted the above and accept to send my Service Technician (name) _____________ for the said training program starting on (date) _______at __________________________________ Dealer’s Signature Here are the key points regarding the training norms, please read them and make a note of it: 1. 2. 3. 5 • • •
The Training Centre address is as follows: ________________________________________________ Tel– Nos of training Centre Are: __________________________________________ Training Class starts from 09:15 AM to 05:30 PM Please ensure the ST reaches training centre in time. Any candidate reaching late by one day may not be allowed to attend the program. The to & fro travel to Training Centre, Boarding & Lodging expenses during the training (except lunch during training days) would have to be borne by the respective Dealer. The Training cancellation charges would be as following: Written cancellation request received at respective Branch by more than 15 days from start of program – NIL Written cancellation received between 7 to 15 days from start of program – 50% of training Charges. Cancellation request less than 7 days or absenteeism of ST in the program – 100% of training Charges.
IDC/POLICY/UPDATE/APR 05
Annexure 6
PRODUCT SCA CODES SYMPTOMS BLANK COPY FAINT COPY COPY QUALITY PAPER AM NOISE FUSING PROBLEM SERVICE CODE
A B C D E F G H
M/C DEAD
I
ABNORMAL INDICATION
ACTION
OPTION AREA P.M. C.C./SURVEY INSTALL/ REMOVE/ RESITE M/C DAMAGE MODIFICATION TRAINING COMMUNICATION PROBLEM
J K L M N O P Q
CLEAN CLEAR TEST M/C ADJUST LUBRICATE REPLACE REPAIR EMERTEL
1 2 3 4 5 6 7 8
MODIFY RE-SITE TRAINING/ADVISE P.M. INSTALL REMOVAL C.C. VISIT WORKSHOP REPAIR
9 10 11 12 13 14 15 16
CAUSE AREA/ CAUSE
CODE
DRUM
A
OPTICS
B
DEVELOPMENT
C
CLEANING
D
PAPER FEED
E
TRANSPORT
F
FUSING
G
PAPER EXIT
H
ELECTRICAL
I
ADF/ DJF
J
SORTER/ DUPLEX
K
OTHERS
L
1
2
DRUM/BELT/MAST CH. CORO/ ROLLER ER
3 ERASE LAMP
EXPOSURE LAMP GLASS/LENS/MIRROR OPTICS DRIVE
4
5
6
7
CH. CORO/ROLL. CLEANER C.C.D./C.I.S. BLUE/GREEN FILTER
9
10
11
12
13
14
15
T/SCORONA/TR DRUM ANS BELT DRIVES
DRUM COMPN
DRUM LOCK
DRUM CLAMP
SCREEN (S)
THERMOSTAT
SENSOR /SWITCH
REFLECTOR
SCANNER WIRE
SCANNER BELT
THERMOFUSE
COOLING FAN
SENSOR/SWITC DRIVE/GEARS C.F.L. H
METER/DOC BLADE INK SUPPLY
PRINT PRESS MECH
IMAGN' UNIT/CTDM
T.D. SENSOR
T.I.J. UNIT
INK/CARTRID GE
RECYCLING BELT
ENTRANCE SEAL
CLEANING CASING
TRAY HEATER
DRIVE/CLUTCH
LIFT MECH.
SEPARATION MECH.
CUTTER UNIT
MASTER FEED SYSTEM
FRICTION PAD
THERMISTER
STRIPPERS
SENSOR/SWIT FUSER DRIVE CH
CLEANING PAD/ROLLER
BEARING / BUSH
ENTRANCE GUIDE
TONNER SUPPLY TONNER CL./MOTOR
DEVELOPER UNIT DEVELOPMENT BIAS
DEVELOPMENT DEV. DRIVES DEVELOPER SEAL/FILTER
CLEANING BLADE CLEANING BRUSH
CLEANING BLADE PICK-OFF PAWL CLEANER
SOLENOID
PICKUP ROLLER
FEED ROLLER
RELAY ROLLER
SENSOR
VACUUME FAN
TRANSPORT ROLLER SENSOR/SWITCH TRANSPORT DRIVE
TRANSFER BELT
HOT ROLLER
PRESSURE ROLLER
OIL PAD/ROLLER
OIL BLADE
EXIT ROLLER
EXIT SENSOR/SWITCH EXIT DRIVE
VACUUME FAN (AIR CURTIN)
ANTI-STATIC BRUSH
MAIN PCB
P.S.U./AC DRIVE BOARD
TRANSFORMER
S.S.R/RELAY
SENSOR /SWITCH
FEED ROLLER/ BELT
EXIT ROLLER
SEP'N ROLLER/ BELT
ADF/ DJF SENSOR ADF/DJF SWITCH
SORTER BINS
JOGGER UNIT
SHIFT/STACK TRAY
STAPLE UNIT DRIVE
OPERATOR ERROR
CUSTOMER TRAINING NO FAULT FOUND RE-SITE/ REMOVE/INSTL
FUSER LAMP
8
I.D.SENSOR
REGISTRATION ROLLER
WASTE TONNER TANK SOLENOID
TONER. COL. COIL
TR. BELT CLEANING BLADE OIL SUMP
TR. BELT FELT TR. BIAS ROLLER BRUSH OIL SUPPLY PUMP/VALVE
THERMOSTAT/ THERMOFUSE
POWER PACK
OPERATION PANEL
EPROM/SOFTWARE HARNESS/CONNECT FUSE (S) OR
FAN/MOTER (S)
NCU/LIU
THERMAL HEAD MEMORY BOARD
ADF/ DJF BELT
ADF/ DJF TABLE
LIFT MECH.
ADAPTER JUNCTION DRIVE ROLLER GATE
TRAY/CASSET BY-PASS TABLE TE
ROLLER/BELT DRIVE/MOTORS S
PM REQUIRED CC/SURVEY CONSUMABLE EXTERIORS FAULT
DJF/ ADF HARNESS
OBJECT IN ADF
ADF/ DJF INV
ADF/ DJF SOLENOID
ADF/ DJF PCB/ PSU
PCB/PSU
SENSOR SW
GRIPPER ASSEMBLY
SOLENOID
HARNESS/CON NECTOR
IMAGE SHIFT MECH
FAN/ MOTOR
LAMP REGULATOR
IDC/POLICY/UPDATE/APR 05 Annexure – 7
FIELD PROBLEM REPORT CUSTOMER: REPORT NO.: SUBJECT:
MODEL: M/C SR. ENGR / ST NAME: DEALER NAME: BRANCH: PROBLEM OCCURS: ONLY ONCE CONTINUOUSLY INTERMITTENTLY
DATE:
1. STATEMENT OF PROBLEM:
2. PROBABLE CAUSE:
TIME OF FAILURE: INSTALLATION DURING OPERATION OTHERS (SPECIFY)
3. ACTION TAKEN: Part Replaced
Part Number
COPY SAMPLE ENCLOSED SENT BY: ON :-------------
TSG
REPLY
LOG No.
DATED:
REPLY DATE:
REPLIED BY:
COMMENTS:
SS - 08
IDC/POLICY/UPDATE/APR 05 1. SPECIFIC DETAILS OF OCCURRENCE: Installation Date:
Meter Reading:
Type Of Paper Used:
Temperature
_____° C
Site Condition:
( ) A. C.
( ) Dusty
( ) Humid
Present M/c Status:
( ) 100% Cured.
( ) Improved, But Not Perfect.
( ) Could Not Solve.
2. RECORD OF OCCURRENCE (IF FOUND IN MULTIPLE MACHINES - SAME MODEL) DATE
M/C SERIAL NO.
METER READING
INSTALL DATE
REMARKS
1. 2. 3. 4. 5.
3. THE REASON FOR REQUESTING AN INVESTIGATION:
AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS HIGH.
AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS LOW. HOWEVER, A POTENTIAL INCREASE IN OCCURRENCE IS EXPECTED.
AT PRESENT, THE OCCURRENCE OF THIS PROBLEM IS LOW. HOWEVER, WHEN PROBLEM OCCURS, THEY ARE VERY SERIOUS.
OTHERS (SPECIFY BELOW).
4. WHAT IS YOUR REQUEST / RECOMMENDATION
SS - 08
