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Our goal is to have update and claim up to date, you need to know how much each depot next week cash flow, how much claimed, how much on pending, how many dispatch now been completed yet
Couple of important KPI
1. Under Field Service -> Incomplete Case Management
Less than two weeks you are save, 15-30 days is an alert, nothing should be go over 30 days for sure
Your goal is finishing as much as possible within 14 days, anything between 15-30, either you have parts on back order issue, or cx not confirm keep rescheduling, if you see we have been there but multiple trips already, seems tech not able to fix it
Please make sure you email depot service manager to review ASAP,
In order to minimize the IMCOMPLET LIST, one of the method we use a frequently is PRECLAIM, the risk is 1 out of 10 you might have issue of after you claimed, tech continue service and ordered more parts, then if the serial# is new, you can wait 90 days to claim full labor and parts to avoid the CB ratio. If the serial# is already old, please make sure you find those calls and double check with me, you MUST will have one or two need to go through with me every week, it wont be 100% smooth, all I need from you is the weekly list with dispatch or claim have issue then I can review.
Another drawback of PRECLAIM is it will no longer showing in the table below, the only way to find out if tech installed extra parts or not, is go to our DB and when you clean up the LG REVIEW, FOR BILLING and CLAIM FOLLOW UP list. I believe with three of you check together, we will be ok to keep the list clean
2. Pending, ON HOLD Claims
Every week, you need to go to WARRANTY CLAIM SEARCH under FIELD SERVICE
Select 30 days in INPUT DATE ( max only 31 days) then status choose ON HOLD, then click Inquiry at the bottom, it will show you those you have submitted claim however, they are not approved and need you to fix problems
When you see WO been hold, you can give me the claim# and we go through case by case
3. Inventory check
Usually LG parts in stock shipping will be done within 48 hours, if you see any WO parts been ordered three days ago but still not here, please go GSFS check
a. Have we ordered
b. Is parts in stock
c. If not, LG warranty and Flat rate Parts BO over 14 days, you can submit RA request to Service Desk, LG ext warranty 60 days, however, it is possible to email LG dispatch if RA not been approved, we can request LG dispatch to cancel the dispatch and give us a new one when parts here to keep our RTAT in good condition
4. CB
When you see CB, if there is no parts needed, and serial # is old, cannot wait 90 days to manually claim, simply cancel the CB dispatch and move the WO to BILLED
If there is parts involved, and serial allow us to wait 90 days from the last completed date, please make notes to the WO wait 90 days to claim PL to avoid CB rate
If parts involved, but serial is old, then you will need to check if there is parts been installed in previous WO, is it a same part or different part, if same part you can submit claim and request APN - > SAME PARTS DEFECTIVE , LABOR REQUIRED
If previous has no part or different part, email service manger to figure out if it is a different issue, if it is not, which we wont be able to submit APN to get the labor, then depending on the value of the parts, or you can add the WO to weekly list to me let me review first
5. Days RTAT
As long as the REPAIR END DATE date is within in 30 days from your submission input date, you should always make the three date the same
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