Field Service Support Procedures New 2004

Transcript

Field Service Support Procedure Manual Ricoh Corporation Field Service Support Division Technology Solutions Center RICOH FIELD SERVICE SUPPORT PROCEDURES 1 RICOH U.S. Copyright 1999 Ricoh Corporation All rights reserved. No part of this manual shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from Ricoh Corporation. While every precaution has been taken in the preparation of this manual, Ricoh assumes no responsibility for error or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. This manual was created and edited by the Technology Solutions Center - Strategic Planning Office of Ricoh Corporation. All inquires should be addressed to: Ricoh Corporation 19-C Chapin Road Pine Brook, NJ 07058 Attention: Strategic Planning Office Ricoh, the Ricoh logo, and Aficio are registered trademarks of Ricoh Corporation. All other products or name brands mentioned herein are trademarks of their respective owners. Revision date: November 18, 2004 Printed in the United States of America. FIELD SERVICE SUPPORT PROCEDURES 2 RICOH U.S. Table of Contents INTRODUCTION ......................................................................................................................................................5 OVERVIEW .................................................................................................................................................................5 MISSION STATEMENT .................................................................................................................................................5 SERVICE AUTHORIZATION REQUIREMENTS ..............................................................................................7 OBJECTIVE .................................................................................................................................................................7 SCOPE ........................................................................................................................................................................7 REQUIREMENTS FOR SERVICE AUTHORIZATION..........................................................................................................7 DEALER CANCELLATIONS ..........................................................................................................................................8 COMMUNICATIONS...............................................................................................................................................9 OBJECTIVE .................................................................................................................................................................9 COMMUNICATION MEDIA...........................................................................................................................................9 PUBLICATIONS ...........................................................................................................................................................9 TELEPHONE & ELECTRONIC SUPPORT SERVICES ........................................................................................................9 SERVICE REFERENCE GUIDE .....................................................................................................................................10 FIELD SERVICE SUPPORT PROCEDURES MANUAL .....................................................................................................10 Distribution and Maintenance............................................................................................................................10 RETROFITS & CHANGES TO SPECIFICATION..............................................................................................................11 OVERVIEW ...............................................................................................................................................................11 Mandatory Retrofits............................................................................................................................................11 Convenience Retrofits.........................................................................................................................................11 FIELD SERVICE OPERATIONS..........................................................................................................................15 OBJECTIVE ...............................................................................................................................................................15 AREA SUPPORT AND TECHNICAL SUPPORT MANAGERS ............................................................................................15 REGIONAL TECHNICAL SPECIALISTS.........................................................................................................................16 FIELD SUPPORT ASSISTANCE ....................................................................................................................................16 FIELD SUPPORT PROCESS .........................................................................................................................................17 TECHNICAL ASSISTANCE – DISCONTINUED PRODUCTS.............................................................................................20 POLICY.....................................................................................................................................................................20 MAJOR ACCOUNT PROGRAM....................................................................................................................................22 EQUIPMENT RETURN PROCEDURE ............................................................................................................................22 PACKING GUIDELINES FOR MACHINE RETURNS........................................................................................................23 SHIPPING REQUIREMENTS FOR MACHINE RETURNS ..................................................................................................23 RMAP SERVICE ROLLOVER.....................................................................................................................................23 PRODUCT PERFORMANCE................................................................................................................................25 SERVICE COST FACT SHEETS....................................................................................................................................25 Purpose ...............................................................................................................................................................25 Service Call Assumptions ...................................................................................................................................25 Cost per Copy .....................................................................................................................................................26 Consumables Assumptions..................................................................................................................................27 Effects on Labor Cost per Copy..........................................................................................................................27 Effects On Parts Cost per Copy..........................................................................................................................28 Consumables Cost per Copy...............................................................................................................................28 Total Cost per Copy............................................................................................................................................28 FIELD SERVICE SUPPORT PROCEDURES 3 RICOH U.S. TABLE OF CONTENTS PRODUCT PERFORMANCE ............................................................................................................................... 29 SERVICE PRICING WORKBOOKS (SPW’S)................................................................................................................. 29 Purpose............................................................................................................................................................... 29 Labor Costs ........................................................................................................................................................ 29 Call Duration ..................................................................................................................................................... 29 Burden Rate........................................................................................................................................................ 29 Toner Coverage.................................................................................................................................................. 29 Total Costs & Resultant Pricing......................................................................................................................... 30 DISTRIBUTION ......................................................................................................................................................... 30 CARRIER LOSS OR DAMAGE ........................................................................................................................... 31 POLICY .................................................................................................................................................................... 31 OBJECTIVE............................................................................................................................................................... 31 PROCEDURE............................................................................................................................................................. 31 RMAP SERVICE ROLLOVER............................................................................................................................. 33 PROCEDURE............................................................................................................................................................. 33 Limitations.......................................................................................................................................................... 34 FIELD SERVICE SUPPORT PROCEDURES 4 RICOH U.S. Section 1 Introduction Overview This manual is intended to enable customer satisfaction by acting as a means to communicate basic service support procedures provided by Ricoh U.S. It covers of all the service support procedures/operations with regard to the office products supported by Ricoh U.S. Because of the variety of products, it is possible that no single procedure or policy statement is sufficient to cover all cases. It is, however, Ricoh U.S.'s ongoing objective to create standardized support procedures for all its business practices. Mission Statement The mission of Ricoh U.S. is to establish and maintain a leadership role in the service and support industry. Ricoh U.S. will provide high quality, professional and responsive service support in accordance with its Quality Assurance philosophy. The Technology Solutions Center (TSC) has been structured to address the major support activities required to support the service operations that are authorized by Ricoh Corporation. It is our intent to form a strong communication bond between our service providers and to ensure long-term customer satisfaction. FIELD SERVICE SUPPORT PROCEDURES 5 This Page Left Blank Intentionally RICOH U.S. Section 2 Service Authorization Requirements Objective To ensure its customers are satisfied with the products they purchase, Ricoh U.S. is committed to providing the highest level of service and support in the industry. Ricoh U.S. expects all its authorized service providers to achieve and maintain the same high level of commitment to service excellence. To keep this commitment to our customers, Ricoh U.S. has established certain requirements that all authorized service providers are expected to maintain. Scope The following requirements apply to all authorized service providers and for all Ricoh U.S. office equipment products. Requirements for Service Authorization Prior to becoming an authorized service provider, the service location is expected to meet the eligibility requirements deemed suitable by Ricoh U.S.. There are many specific requirements, related to service and support, as defined in the Ricoh U.S. Sales Agreement. This section will outline the specific details of these items, but will in no way replace or amend the terms of Ricoh U.S.’s Sales Agreement. Prior to authorization, representatives from Ricoh U.S. Sales, Operations, and Service will review the prospective Dealer's business plan and operation. Once authorization is granted and a Sales Agreement is executed, the service provider is expected to maintain all the established eligibility requirements in their continued operations. The following items will be used to determine eligibility from a service and support perspective. • Service Management Information System: including a process to conduct service dispatch, manage and bill for service activity, track equipment location and performance, and provide information relevant to the overall service business operation. • Customer satisfaction measurement processes: including a service call audit procedure, call escalation plan, customer relationship education, and complaint resolution process. • Technician training and certification process: including where applicable, a location to conduct training (i.e., Self-Paced or CAT instruction). • Service workforce-planning process: management of service resources, workload, and territory assignments. • Service part inventory and logistics management process. • Technical publications: including all documentation required to support a specific installed base of equipment. • Miscellaneous service resources: including technician/shop tools, test equipment, service vehicles and any other items required to deliver service. FIELD SERVICE SUPPORT PROCEDURES 7 RICOH U.S. Dealer Cancellations In the event the dealer or Ricoh U.S. chooses not to renew the Dealer Sales Agreement, the dealer’s service authorization status will be changed from active to cancel. Without an authorized Dealer Sales Agreement the dealer will no longer be able to purchase equipment or machine accessories from Ricoh U.S. While in a canceled status the dealer may still order service parts and supplies required to keep their existing base of machines operating. Service part availability is subject to the standard terms and conditions of the period of assured availability that is published from time to time by Ricoh U.S.. In addition, service support for those products, which the dealer was “authorize to sell” and completed factory certified training will be in accordance with the following: • • • • • • • Ricoh U.S. “Certified” technicians will be provided hotline phone support as required on those products, which are “Certified” by Ricoh U.S. This will cover but not limited to: § Bulletin Requests § Part Inquiries § Technical Product Support Based on our training records, Ricoh U.S. will produce and deliver a Compact Disk (CD) containing all service documentation for those products that they have successfully completed training on. Access to “secured” websites will be removed and future access to such denied with the exception of an online ordering system for parts or supply orders in support of current machines in field. Firmware updates to above indicated product(s) will be available and can be purchased through our National Reclamation Center also known as NRC. Parts will be provided in accordance with our published discontinuance of parts and supply schedules. Field support will be provided on such products on a Time & Materials and as “time permits” basis in accordance with published Discontinuance of Field Support schedules. All support requirements by one of our Field Support Representatives will be at the sole discretion of Ricoh U.S.’s Field Support Representative. FIELD SERVICE SUPPORT PROCEDURES 8 RICOH U.S. Section 3 Communications Objective A key element to any business relationship is a clear communication channel between the supplier and customer. Ricoh U.S. has established several different methods to enable a clear communications channel with their service providers. The following section will give a brief overview of these methods. Communication Media Ricoh U.S. has established the following communication media to better serve those service organizations that are “authorized” by Ricoh U.S. Each item outlined below provides a valuable information resource to foster communications between Ricoh U.S. and their service providers. The current media are as follows: Publications • Field Service Support Manual • Service News and Information • Service Reference Guide • “Forward Thinking”. The TSC Service Newsletter • Technical Publications including READ (CD ROM) and RFG-eSource which is a subscription based service • Product Support Guide(s) Telephone & Electronic Support Services • Service Facts-Line (Fax on Demand system) 1.973.808.3590 • Technical Support Hotline 1.800.53Ricoh • Pre-sales Support Hotline 1.800.57Ricoh • Application Help-line 1.888.351.5969 • Internet sites: 4 http://www.ricoh-usa.com 4 http://tsc.ricohcorp.com 4 http://w3.savin.com 4 http://gestetnerusa.com • Chemical Safety Hotline 1.800.336.MSDS FIELD SERVICE SUPPORT PROCEDURES 9 RICOH U.S. Service Reference Guide An important aspect of any business relationship is not only knowing where to find information, but also knowing who is the key contact for the information. Ricoh U.S. will post and periodically update a Service Reference Guide (by Region) that outlines the following information: • Key contact personnel by function, including phone numbers • Service support programs • Divisional information • Regional information • Other important Ricoh U.S. information Field Service Support Procedures Manual This Field Service Support Procedures Manual contains information that you will need to conduct routine business with Ricoh U.S.. Ricoh U.S. will continually monitor the contents of this critical document to ensure a reliable source of current information and recommendations to all service providers. Distribution and Maintenance The Field Service Support Procedures Manual is to be assigned to the appropriate management personnel responsible for direction and control of the day-to-day service business. This person is also to be assigned the responsibility for incorporating the routine updates to the manual as issued by Ricoh U.S.. These updates may be issued in hardcopy, electronically via CD-ROM or web-based downloading. FIELD SERVICE SUPPORT PROCEDURES 10 RICOH U.S. Retrofits & Changes to Specification Overview In line with Ricoh U.S.’s total commitment to Quality, it may become necessary for Ricoh U.S. to issue machine enhancements to existing equipment. These enhancements or retrofits may take the form of simple changes in specific adjustment standards, but in many cases will involve substitution of parts or assemblies. Retrofits will fall into two distinct categories: Mandatory and Convenience Retrofits. Mandatory Retrofits Mandatory retrofits are enhancements that must be installed as soon as possible on all affected machines. Mandatory retrofits are usually concerned with areas of safety or reliability, and are to be promptly installed with the highest priority. All necessary parts to complete a mandatory retrofit may be supplied to the service provider at no charge. The service provider will be responsible for the labor expense to install the mandatory retrofits. A Ricoh U.S. Retrofit Update Label must be affixed to all units on the inside of the front access cover of the machine. Every mandatory retrofit will be described in detail via a Technical Bulletin and will be assigned a Retrofit Number. At the time of machine modification, the technician will check off the appropriate number on the Retrofit Update Label. If so directed by Ricoh U.S. and upon completion of the modification, the Technician will fill out and sign a Retrofit Verification Card. The Verification Card is self-addressed and postage paid for your convenience. In some cases a monthly retrofit installation summary form may be used in lieu of the self-addressed postcards. In this case the summary forms are to be faxed to Ricoh U.S. at the phone number noted in the appropriate Technical Bulletin describing the retrofit. Convenience Retrofits Convenience retrofits are usually enhancements that are made to ease serviceability or aid in parts interchangeability. Convenience retrofits will also be described through the Technical Bulletins issued to the Dealer Service Manager. The Service Provider is normally responsible for the purchase of convenience retrofits and for the labor expense needed to install them. FIELD SERVICE SUPPORT PROCEDURES 11 RICOH U.S. RETROFIT UPDATE LABEL EXAMPLE RETROFIT UPDATE LABEL 1 2 3 4 5 6 7 8 9 10 11 MACHINE MODEL: ________________ SERIAL NUMBER: ________________ 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 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 FIELD SERVICE SUPPORT PROCEDURES 12 RICOH U.S. RETROFIT VERIFICATION CARD EXAMPLE Retrofit Registration Card Dealer Name: Dealer Account Number: Dealer Address: Machine Serial Number: Accessory Serial Number: Accessory Serial Number: Retrofit Number: Date of Retrofit installation: Meter Reading: Comments: Technical Representative: Service Manager: Detach & Return to Ricoh Corporation Keep this portion for Dealer’s Records Customer Location: Machine Serial Number: Accessory Serial Number: Accessory Serial Number: Retrofit Number: Date of Retrofit: Meter Reading: Comments Technical Representative: Service Manager: 5 Dedrick Place, West Caldwell, NJ 07006-6398 FIELD SERVICE SUPPORT PROCEDURES 13 This Page Left Blank Intentionally RICOH U.S. Section 4 Field Service Operations Objective Ricoh U.S. Field Service Support Division is committed to provide industry leading technical and managerial assistance through support programs that are designed to enhance your service organizations. The main objective is to ensure that all Ricoh U.S. products perform to the highest degree of reliability. Periodic recommendations will be provided that are intended to optimize both the efficiency and quality of our products. Ricoh U.S.’s’ Field Support Programs will be delivered by a dedicated staff of Area Support Managers (ASM’s), Technical Support Managers (TSM’s), and Regional Technical Specialists (RTS’s) under the direction of a Region Service Manager (RSM). With the emphasis on service profitability and customer satisfaction, the ASM’s, TSM’s, and RTSs are geared to assist in the enhancement of service delivery. Here are some of the available programs that your Service Organization can benefit from today. These programs have been designed to be flexible in order to meet today’s needs as well as those that will be encountered in the future. Area Support and Technical Support Managers The Area Support Manager (ASM) and/or the Technical Support Manager (TSM) are the primary contact for all service support needs. This support includes both service management and technical product support. The goal of the ASM/TSM is to focus and concentrate support in their assigned geographic territories in the following areas: • Technical Assistance: Provide technical support for the entire line of Ricoh U.S. office products. • Visitations: These may be either scheduled visits or on an as needed basis depending on the situation or based on mutual agreement. Provide technical support on designated products. Effective planning of visitations will provide the most efficient results. • Territory Management: The ASM/TSM can provide assistance in the development of a plan to support an effective service strategy by analysis of machine population, performance data and product placements. • Staff Planning: Utilizing Ricoh U.S. cost fact sheets in conjunction with detailed machine performance data (ACV, MCBC, Call Rates, etc.) ASM/TSMs have the ability to help determine current and future staffing requirements. • Technical Recruiting: Can provide assistance in the initial screening and interviewing process that pertains to hiring of a technical staff. • Effective Maintenance Procedures: Can help tailor a proactive program (by model) that is designed to increase service profitability by decreasing call activity and subsequent downtime. FIELD SERVICE SUPPORT PROCEDURES 15 RICOH U.S. • Technical Skills Enhancements: Conduct periodic meetings to share technical information and product enhancements in order to improve the efficiencies of a service organization. Programs designed to accomplish this goal are: Nuts & Bolts meetings, Product Specific Seminars, New Product follow-up training and Technician ride-with. • Trade Show Set-up and Support: Upon request, ASM/TSMs can provide support and presence at customer presentations or local trade shows. Regional Technical Specialists To provide high quality “Specialized” technical and systems support on all Advanced Technology and Document Solutions products. • Visitations: These may be as needed, depending on the situation, or based on mutual agreement with the service management. RTSs provide “Specialized” technical support on Digital Color, Connected and Application products. • Technical Skills Enhancements: Conduct periodic meetings to share technical information and product enhancements. Vehicles utilized to accomplish this goal are Nuts & Bolts meetings, Product Specific Seminars, New Product follow-up training and Technician ride-with’s. • Trade Show Set-up and Support: Upon request, specialists will provide support and presence at customer presentations or local trade shows. • Technology Update Seminars: These have been designed to close the gap that has developed as new technologies evolve for all Service Managers, Field Supervisors and Field Engineers. Seminars will assist those with keeping abreast of this ever-changing market (Digital Color, Document and Network applications). • Software and Network Support: Specialists have the ability to provide direction and guidance as it relates to network application or software issues on assigned products or systems. Many Ricoh U.S. personnel are Novell / CNE, Microsoft MSCE, A+ and Network+ certified in an effort to provide the highest levels of support. Field Support Assistance The ASM/TSM will be advised of your issue via our Technical Call Center (T.C.C.) and will respond in a timely fashion. In addition, we will advise you of the same via e-mail to ensure an effective communication link. This will be either same day or next day dependant on the time it was escalated. In order for this to be effective, there are specific guidelines that will enhance this process and ensure its effectiveness: • Hotline call procedures must be followed per established guidelines. • Your Field Technician and/or Supervisor must communicate effectively with our T.C.C. Product Specialist to ensure they have “Exhausted” all possible recommendations. • Internal call escalation within your service organization should be in place and have been utilized. We have enclosed a recommended procedure for your reference. • The Hotline call being escalated must have been opened by one of your “Ricoh U.S. Certified” technicians. Non-certified calls made by your staff will be handled as “Information Only” and will not be escalated. FIELD SERVICE SUPPORT PROCEDURES 16 RICOH U.S. Field Support Process • Our T.C.C. Product Specialist handling the call will advise the caller of the escalation (when applicable) to their supervisor and to the responsible region. • All our Service Providers are expected to have in place an internal call escalation process in order to provide the necessary second level of support to your field technicians/engineers. This will ensure that our customers are handled in the most effective and efficient manor. In addition, it will ensure that the information provide to Ricoh U.S.’s Hotline is most accurate and specific when required (Attachment 1-2). • Once the above procedure has been utilized and exhausted, Ricoh U.S., specifically our Technical Call Center will become more involved in support of your issue. • Your Ricoh U.S. Certified Supervisor/Technical Specialist, etc. will now contact our Technical Call Center and enter in the flow chart at Point “A” (attachment 1&2) or “B” (attachment 2 only). This is solely dependent on what has transpired during your internal escalation process. • Our call center’s Product Specialist will review and analyze your problem. If we do not have any additional recommendations to support your issue, then this call will be escalated “Live” to his team leader. • Additional information will be provided if available and a request to attempt the repair. A call back is required to advise us if the recommendation(s) has resolved the issue. • If you advise our call center that the problem still exists and there are no additional recommendations, the call will immediately be sent, via e-mail, to the responsible Area or Technical Support Manager in their respective region. In addition, the service manager or designee will be notified via e-mail of this escalation. • Our Area or Technical Support Manager will contact your service organization and discuss an action plan in support of your needs as outlined in the attached flowchart (bold area). FIELD SERVICE SUPPORT PROCEDURES 17 RICOH U.S. Recommended Call Escalation Field Engineer discusses issue with customer. Performs Total Call Procedure . Problem Resolved? (Service Provider Requirements) Attachment #1 Provider Closes Call Internally Yes C No P.M. Required? No Reviews TSB's and implements ones required. Call Escalated to Field Supervisor/ Manager Yes Account Review and/ or Visit with Field Engineer Completes or Reschedules for PM. Yes Verifies FE actions and gathers more data. Problem Resolved? Provider Contacts T.C.C and Closes Open Hotline Call No Contact Ricoh's Technical Call Center (Open Call or Additional Support) Yes Yes Information Only Ricoh Certified Technician? Provider Contacts T.C.C and Closes Open Hotline Call No No Contacts Ricoh's T.C.C for Additional Support. Yes A Problem Resolved? Yes Implements Suggestions B Problem Resolved? Yes T.C.C. Recommendations Exhausted? No No FIELD SERVICE SUPPORT PROCEDURES 18 RICOH U.S. Automated Call Escalation (Ricoh Procedure) Attachment #2 Field Technician Contacts Ricoh's Technical Call Center Information Only Supplied (No Escalation) No Ricoh Certified Technician A Yes Information Provided/Hotline Call Opened/ Remains Open Problem Resolved? Yes No Technician Attempts Repair Technician Attempts Repair Yes Call Closed Hotline Database Updated Call Escalated to Region ASM/TSM and Service Manager Yes Problem Resolved? Yes Yes No No Call Closed Hotline Database Updated Specialist Provides Possible Solution? No B No C Additional Information Provided Call Escalated to Ricoh Product Leader (Live Escalation) Provides Additional Recommendations to Team Leader Visit Scheduled Problem Resolved? Bold Indicates Field Support Involvement FIELD SERVICE SUPPORT PROCEDURES ASM/TSM Contacts Provider Verifies Recommendations Internal Call Escalation Utilized? Yes No Call Closed Hotline Database Updated 19 RICOH U.S. Technical Assistance – Discontinued Products The purpose of this policy is to clarify the responsibility of both Ricoh U.S. and the service provider as it pertains to Technical Field Support on all Ricoh U.S. brand products outside of the standard Ricoh U.S. warranty set forth in the Service Policy Manual ("Standard Warranty"). It addition, addresses those products on Ricoh U.S.’s discontinued Field Supported Products list, as distributed periodically on a Service News and Information (SNI) bulletin. This policy will take effect upon the expiration of the Standard Warranty and applies to all requests from the dealer for on-site Technical Field support for Ricoh U.S. products sold to all authorized service providers. This policy is not applicable if a Ricoh U.S. Representative has scheduled a visit and/or has scheduled a visit to provide technical assistance on other Ricoh U.S. brand products not covered by this policy. Policy 1. All requests from the service provider for technical assistance shall be made through the Area or Technical Support Manager via our Auto Call Escalation Process (previously described). 2. At the time of the request, our Technical Call Center will supply both the machine serial number and the Hotline identification number to the ASM/TSM for verification that the service provider has exhausted all of Ricoh U.S.'s available functions for the unit alleged to be a problem. 3. All requests from the service provider for field visitations by a Ricoh U.S. Representative (in accordance with paragraph 2 above) will be reviewed by the ASM/TSM, and will be scheduled within a reasonable time after receipt, taking into account such factors as; availability of staff, transportation schedules, weather, etc., at the sole discretion of Ricoh U.S.. 4. Once the Ricoh U.S. visitation is scheduled, it is the responsibility of the service provider to have available all necessary tools, parts and supplies. In addition, must provide a Ricoh U.S. Certified Technician to accompany the Ricoh U.S. representative in order to perform a product evaluation. All parts and supplies must be Ricoh U.S. brand or Ricoh U.S. approved. 5. Ricoh U.S. will charge a flat fee of $375.00 per business day or $150.00 per hour, plus all actual expenses incurred by the Ricoh U.S. Representative for such visitations. The daily fee of $375.00 shall be due and payable for each day, or part of a day, which the Ricoh U.S. Representative spends at the product installation site or at your shop (as determined by Ricoh U.S.’s records). The hours of support are typically from 9:00 a.m. and 5:00 p.m. The term "expenses" means but is not limited to: • All transportation charges to and from the Ricoh U.S. representative's normal work place and product installation site • Ricoh U.S.'s standard per diem • Hotel expenses (if appropriate) 6. Within a reasonable time after the visitation by the Ricoh U.S. Representative, Ricoh U.S. will supply a written report outlining the Ricoh U.S. Representative's findings during the visitation. This report may recommend further action to ensure that the product meets the end-users reasonable expectations. FIELD SERVICE SUPPORT PROCEDURES 20 RICOH U.S. 7. Within a reasonable time after the visitation, Ricoh U.S. will invoice to the service provider for all of the charges set for the above, and payment of such invoice will be on a net thirty (30) day basis without discount or setoff of any kind. 8. Notwithstanding anything to the contrary contained herein, Ricoh U.S. shall invoice the service provider and such invoice will be due in accordance with paragraph 7 above, for all scheduled visitations whether the product(s) can be repaired or not or where the problem is caused by or is a result of: • Improper service by the provider • Improper service by any third party • Failure, by the service provider or the end-user, to follow and/or comply with Ricoh U.S.'s published recommendations regarding machine placements. • Any environmental issues • Hotline recommendations were not adhered to or implemented as described in our Auto Call Procedure (SNI#541). • Distributed or posted Technical Service Bulletin(s) that address the reported issue(s) was not implemented. • Released firmware updates resolved the problem. • Recommended Preventative Maintenance and/or Total Call Procedure shortfalls. • Use of Non-Ricoh U.S. parts or supplies. • Non-Ricoh U.S. certified technician(s) provided service. 9. No waiver of any obligation of dealer to make payment or otherwise perform under this policy shall be effective unless in writing and signed by a senior Vice President of Ricoh U.S. or that individual's delegate. 10. This policy excludes Ricoh U.S. Major Accounts (RMAP) machines, as they are the property/responsibility of Ricoh U.S. 11. This program and policy may be changed, canceled or otherwise modified at anytime (with or without notice) at the absolute and sole discretion of Ricoh U.S.. FIELD SERVICE SUPPORT PROCEDURES 21 RICOH U.S. Major Account Program Equipment Return Procedure When a Major Account customer notifies Ricoh U.S. of their desire to terminate their contract, the Customer Administration Department will forward the following documents to the Service Provider. 1. Equity Option Price Schedule: The pricing for the canceled unit will be computed by the Ricoh U.S. Region Customer Administration Department. If the service provider elects to purchase the equipment, the price schedule should be signed in the space indicated and returned to Customer Administration along with the signed C/A. Inquiries relative to pricing should be directed to Customer Administration. Note: The decision to purchase the equipment must be made by the service provider within 30 days from removal of equipment from the customer's location. If Ricoh U.S. does not receive purchase election within 30 days, it will be assumed that the service provider will not purchase the equipment and arrangements will be made for pickup and return to Ricoh U.S.. Note: If the service provider does not elect to purchase the equipment, the schedule should be affixed to the platen cover along with the Preparation for Return Check List (see 2). 2. Preparation for Return Check List: the service provider should complete the upper portion of this document. If the equipment is not operational, please explain why (be brief but specific). Complete the remainder of the form, remove the copy and affix the remaining copies to the platen cover of the equipment. Follow the instructions indicated for the proper preparation for shipment. Note: The service provider receives compensation for the installation and removal of RMAP equipment. Any shipping damage caused by improper packaging or machine preparation may result in the forfeiture of all or part of this compensation. FIELD SERVICE SUPPORT PROCEDURES 22 RICOH U.S. Packing Guidelines for Machine Returns The following guidelines should be observed when preparing a FAX or Copier for return to Ricoh U.S.. When Applicable: • Remove the document and copy trays • Remove the handset and handset stand • Remove the paper cassettes • Remove the phone line, power cord and grounding straps After removing the above components, place them in a plastic bag and wrap with packing material. Shipping Requirements for Machine Returns The following steps are important to ensure the product can endure the shipping process: 1. Remove the development unit and vacuum out the toner hopper and developer; reinstall the development unit. 2. Empty Oil Tank 3. Tape all covers shut 4. Protect the machine and all accessories in a plastic bag or wrap with protective plastic film (shrink wrap). 5. If new packing must be used, make sure it completely surrounds the machine. 6. Clearly write the machine serial number on the outside of the box. If wrapped in plastic, place a sheet of paper with the serial number on top but visible through the plastic. 7. Tape the carton shut 8. Attach a legible copy of the signed Return Authorization (RA) Form to the outside of the unit box or as indicated in #6, if wrapped in plastic. RMAP Service Rollover On occasion, a service provider may be requested by Ricoh U.S. to provide service coverage for RMAP/DMAP equipment that was previously serviced by another servicing agent. This type of equipment re-assignment is termed a service rollover. In these instances, Ricoh U.S. will provide parts replacement to the new service provider as outlined in the Warranty Section of this manual. Please contact your Area or Technical Support Manager for the details of this value added support program. FIELD SERVICE SUPPORT PROCEDURES 23 This Page Left Blank Intentionally RICOH U.S. Section 5 Product Performance Service Cost Fact Sheets Purpose The Service Cost Fact Sheets provide our service providers’ with an overview of a given product's expected service performance plus estimated service costs for labor, parts, and supplies. These service estimates may vary based on environment, customer requirements, geographic location, product population, and product maturity. However, they are the foundation for establishing internal service costs and maintenance pricing. Service Call Assumptions Some of the service targets are determined from pre-launch testing, product speed, and previous model performance. The Copies per Month or Average Copy Volume (ACV) is the targeted average monthly volume for this particular machine model. Other targets in section A of the Cost Fact Sheet are based on the model achieving this volume from month to month. These targets include: • Mean Copies Between Failures (MCBF) – when the copier produces the targeted number of copies per month, this is the average number of copies produced before the customer should experience a product failure. This does not include PM’s, courtesy calls, incomplete calls, installations, key operator training, replenishment of supplies, calls where the problem could not be identified, repeat calls, and key operator caused calls. • Call Duration (including travel) – the mean time to repair (MTTR) for all maintenance activities (Emergency Maintenance and Preventative Maintenance) plus a 30-minute factor for travel time. Preventive Maintenance time is included because of the service assumption that PM’s are performed during the nearest unscheduled maintenance call. (Total EM Time) + (Total PM Time) + (Total Travel Time) Calls per Year • (60 minutes) Labor Rate – this represents the fully loaded burden rate to send a technician on a field service call. This should take into consideration effective working hours, salary, benefits, training costs, automobile expenses, facilities, etc. This figure is based on a survey of typical service organizations in different geographical locations, which represents a national figure. FIELD SERVICE SUPPORT PROCEDURES 25 RICOH U.S. • Annual PM Part Replacement – the annual cost for PM parts takes into account all parts that have a fixed replacement schedule or PM interval. After discounts are applied to the List Price, the cost per copy is calculated for each of these parts: (Discounted Dealer List Pr ice) × (Quantity) (Part Yield) The cost per copy for each part is then added together for a total PM parts cost per copy. To obtain the annual cost for parts, multiply this total by the annual copy volume. • Other Parts Replacement – an estimated cost for the replacement of non-PM and low failure rate parts. This figure is estimated to be between 15-20% of the annual PM parts cost. • Copies/Year – the total copies per year is equal to the Copies per Month multiplied by 12 months. • Visits/Year – the calculated number of technician visits due to product failure. This value is based on the ACV and MCBF as follows: ( ACV ) × 12 months ( ) (MCBF) Cost per Copy • Labor Cost per Copy - the anticipated Labor Cost per Copy based on the service call assumptions described above. The calculation is as follows: (Call Duration) × (Labor Rate) × ( Visits per Year ) Annual Copy Volume or (Call Duration) × (Labor Rate) MCBF • Parts Cost per Copy - calculated by adding the cost for Other Parts and the Annual PM Part cost together, then dividing by the Annual Copy Volume: (Other Parts Re placement) + ( Annual PM Parts Cost) Annual Copy Volume FIELD SERVICE SUPPORT PROCEDURES 26 RICOH U.S. Consumables Assumptions • The cost per copy for consumable items such as the photoconductor, toner, developer, silicone oil, etc. are calculated by taking the cost per carton and dividing by the yield per carton: Cost per Carton Yield per Carton Unless otherwise noted, consumable yields are calculated using a 6% image density on an 8½” X 11” original. Effects on Labor Cost per Copy • ACV - By modestly changing the ACV (within ± 25% of the target value), and keeping all other factors constant, there will be no impact on the labor cost per copy. For example, a twenty percent (20%) increase in the ACV will result in a twenty percent (20%) increase in both the Annual Copy Volume and the number of EM Calls per Year. Since both of these factors will increase (or decrease) by the same percentage, then any change in the ACV will be canceled out. Please note, however, that MCBF is not a constant value for all monthly copy volume ranges. Extreme deviations from the targeted ACV may result in non-proportional changes to the MCBF value and will result in changes to the Labor Cost per Copy. • MCBF - Changes in the MCBF will have a direct impact on the Labor Cost per Copy. Looking at the second Labor Cost per Copy formula, since the Labor Rate is fixed and changes in MCBF will only change the Call Duration by a small amount, then the labor cost per call will only change by a small amount. However, a small change in the MCBF will result in a noticeable and opposite change in the Labor Cost per Copy. As the MCBF goes up, the Labor Cost per Copy goes down. • PM Cycle - Large changes in the PM Cycle will produce a small but opposite change in the Labor Cost per Copy. When the PM Cycle increases, the number of PM Calls decreases which may result in a decrease in the Call Duration. Any change in the Call Duration, however small, will result in changes in the Labor Cost per Copy. Changes to the PM Cycle will also impact the Parts Cost per Copy, which will be examined later. • MTTR - Changing the EM or PM MTTR may have an impact on the Call Duration, which will change the Labor Cost per Copy. The extent of this change is dependent upon the machines ACV, MCBF and PM Cycle. In general, it will take a greater change in the PM MTTR than the EM MTTR before a change in the Labor Cost per Copy is evident. • Labor Rate - The fully loaded Labor Rate of $42.00 per hour will have an obvious impact on the Labor Cost per Copy. This parameter is based upon a recent nationwide survey conducted by Ricoh U.S.. FIELD SERVICE SUPPORT PROCEDURES 27 RICOH U.S. Effects On Parts Cost per Copy • Part Category – For service providers possessing a signed AIM agreement, the Part Category determines the discount applied to the List Price for a part. If the Part Category changes, then the Unit Discount Price for the part will change having a direct impact on that part’s Cost Per Copy. For example, a change from Category A to B will result in a lower discount being applied to the Unit List Price for the part, increasing the Unit Discount Price and the Cost Per Copy for that part. • Quantity per Unit - A change in the quantity of a part will increase or decrease the Cost Per Copy for that item in proportion to the change in quantity. • Yield - PM part yields are based on the machines PM Cycle. The yield will be a multiple of the PM Cycle with some parts not being replaced until the second or third cycle. If the replacement cycle for a part is changed, then the Cost Per Copy for that part will change at an inversely proportionate rate. For example, if the yield is doubled from 100,000 to 200,000 copies, then the Cost per Copy for that part will decrease by one half. Exception - Document feeder PM part yields are based on the number of originals. This yield is converted into the number of copies based on the model segment as follows: Segment 1 2 3 and above Copies per Original 1 2 3 Consumables Cost per Copy • OPC Drum - the cost per drum shown on the Cost Fact Sheet reflects the same discounts that were applied in the parts cost per copy. The type of signed AIM agreement has with Ricoh U.S. will affect the cost per copy for the drum. • Toner - the cost per carton for toner is the Sole Source price level A. The current BPA level purchasing agreement will determine the carton price and impact the cost per copy. Also, toner yield will vary depending on the original size and image density. If the toner yield goes up, the cost per copy will go down and vice versa. • Other consumable items - the costs for other consumable items are based on the same BPA level as the toner. Therefore, the cost is dependent upon what current purchasing level. Total Cost per Copy • Taking the sum of the Cost per Copy for Parts, Labor and Supplies (including the drum) derives the total Cost per Copy. Each of these is shown on the Cost Fact Sheet along with the Service/Call and Consumables Assumptions. Also, annual costs for supplies are calculated based on the Average Monthly Volume and the Cost per Copy for each item. FIELD SERVICE SUPPORT PROCEDURES 28 RICOH U.S. Product Performance Service Pricing Workbooks (SPW’s) Purpose The Service Pricing Workbook is a spreadsheet that was developed as an extension of the Service Cost Fact Sheets. This Microsoft Excel® Workbook allows the service provider to view current Ricoh U.S. machine performance targets by model (the same as those on the Cost Fact Sheets) and to input Estimated/Actual data into certain input fields. All input fields must be completed in order for Estimated/Actual targets to be calculated. There are three other categories that must be considered in order to achieve accurate “targeted” pricing. Labor, Parts and Supplies Costs. Labor Costs Using the Cost Fact Sheet data as the baseline, Labor Cost per Copy is now calculated by first determining the expected number of service visits per year. The required items are the Average Monthly Volume, Mean Copies Between Failures and the Ricoh U.S. Recommended PM Cycle. In addition, Re-schedules, Callbacks and “Other” type calls (operator, courtesy, etc.) must be factored in. These percentages will add to the total labor cost. Next to consumables, labor costs have the greatest effect on the Total Cost of Operation. Total labor costs increase as the AMV increases above target. However, the percentage increase in total output (or pages printed/revenue) will be greater which will more than offset the percentage increase in Labor CPP. Conversely, a lower than target AMV will also increase labor CPP being that total output will be lower (less revenue) thus losing ability to maintain margins based on target volume pricing Call Duration Additional time should be added based on Cost Fact Sheet only calculate “repair time” and does not include any time preparing for and after the repair. This time must be factored in to ensure accurate pricing. Burden Rate Based on a recent survey, Ricoh Corporation will default to a “national” burden rate. We suggest if this is not applicable to your market place, enter the burden rate in the appropriate section. Labor calculation will now be complete Toner Coverage Supply costs have a “significant” impact to your profitability. Including them or not must be decided and the toner coverage ration will determine the yields. Ricoh Corporation will default to an engineering standard but will allow you to change this based on known data in your area. FIELD SERVICE SUPPORT PROCEDURES 29 RICOH U.S. Total Costs & Resultant Pricing Adding in your margins required to maintain a profitable service organization is the final step. You will now have an output that will clearly show your costs, anticipated margins and revenue stream. Distribution The Service Pricing Workbook is available as a download from one of our secure websites and intended for the use of our Service Provider’s management staff only. Please contact your Ricoh U.S. Support Representative for information on how you may obtain this valuable tool. FIELD SERVICE SUPPORT PROCEDURES 30 RICOH U.S. Section 6 Carrier Loss or Damage Policy The responsibility to successfully resolve all transportation claims for the mutual benefit and satisfaction of Ricoh U.S. and its business partner rests solely with the business partner and Ricoh U.S.’s Business Operations Group. The specific contact at Ricoh U.S. is the Regional Business Operations Manager. All of Ricoh U.S.’s shipments to the business partner are shipped FOB, Ricoh Corporation available distribution warehouses. The initial procedure in filing a transportation claim is the business partners’ obligation. Ricoh U.S. will assist in any way possible to file and collect transportation claims for damaged and lost shipments. It is Ricoh U.S.’s contention that any product that arrives damaged is to be considered a transportation claim. All of Ricoh U.S.’s products are properly packed for shipment in accordance with all regulations as set forth in the National Freight Classification Guide. Objective Provide our Business Partners’ with a concise procedure for handling claims caused by carrier damage. Procedure Immediately upon receipt of an obvious damaged or short shipment, the receiving party should make a notation of exception on the delivering carrier’s freight bill before signing acceptance of the freight. The driver or carrier has NO RIGHT to refuse notations of an exception on the freight bill. In case of concealed or hidden damage (the shipping package is in good condition but the product inside is damaged), all transportation company’s policy clearly states the consignee (receiving party) has fifteen (15) days to advise the transportation company of concealed damage and request a written inspection. If this is not done within the required fifteen (15) days, according to ICC practices, the Transportation Company is released from any claim responsibility. The sequence of events in filing transportation claims is as follows: 1. Business Partner signs with exception on freight bill. 2. In either case, visible or concealed damage, the Business Partner must call the delivering carrier for an inspection. 3. The inspection authority leaves a copy of their findings with the Business Partner and sends a copy to the carrier. FIELD SERVICE SUPPORT PROCEDURES 31 RICOH U.S. 4. The Business Partner files the claim using the standard ATA approved claim form (No. F.C.S. 18). This form can be obtained from any I.C.C. Carrier. FIELD SERVICE SUPPORT PROCEDURES 32 RICOH U.S. The Business Partner must include the following supporting documents with the ATA Claim Form: • Original Bill of Lading (obtain from Ricoh) • Original paid freight bill (noting exception) • Carrier’s Inspection Report (always in case of concealed damaged) • Original invoice from Ricoh U.S. to our Business Partner In order for Ricoh U.S. to properly provide support to the Business Partner for claim settlement, it is mandatory to send a complete copy of the claim file to the Ricoh U.S. Regional Business Operations Manager. RMAP Service Rollover Procedure The following procedure has been established in order to facilitate the processing of RMAP claims when the service assignment of an RMAP unit rollovers (or is changed) from one servicing entity to another. This procedure is only applicable in the Ricoh Dealer Channel of Distribution. 1. The Service Manager or designee must complete a separate Ricoh U.S. limited Warranty Claim Report (WCR) and write on the claim form “ROLLOVER”. 2. Mark all repairable parts on the form with an “R”. 3. All documentation on showing effective date/like-for-like approval from Ricoh U.S. must be given to the ASM/TSM. 4. All rollover parts must be inspected, approved and signed by your regional support representative. 5. The Ricoh U.S. representative will contact the National Reclamation Center personally and get a return authorization number (RA). 6. The service provider must return all returnable parts to the National Reclamation Center prepaid. 7. All defective repairable items must be tagged with a Ricoh U.S. Repairable Parts Tag. 8. Write the RA number on the WCR and on the outside of the box(s) and mail to the National Reclamation Center: Ricoh Corporation NATIONAL RECLAMATION CENTER 10 Bloomfield Avenue Pine Brook, New Jersey 07058 9. Once received, the National Reclamation Center will inspect the claim and/or shipment. The Reclamation Center will notify the Service Parts Operation Center of each found part to be valid. The Service Parts Operation Center will issue a credit to the service provider based on the purchase price. FIELD SERVICE SUPPORT PROCEDURES 33 RICOH U.S. Limitations • All documentation relating to any rollover must be submitted within 90 days from effective date of rollover paperwork. • All Limited Warranty Claim Reports must be submitted within 60 days of incident. • ASM/TSM must sign and approve all rollover claims before any claims will be processed. • Must supply complete and accurate data within the time period to the Reclamation Center. FIELD SERVICE SUPPORT PROCEDURES 34