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I N T E R O F F I C E M E M O R A N D U M
Date: 21-Sep-1990 09:42am BST
From: Sue Stevens @UVO
STEVENS
Dept: Customer Service Group
Tel No: (7)833 3323
TO: See Below
Subject: I: Our first DASP customer
On 1st October we go 'live' with Siemens AG, our first DASP customer
(Digital Assisted Services Programme). DASP is a new Service offering
from DAS and provides Self-Maintenance customers with access to
hardware telephone support from the CSC and on-site per call service
with guaranteed response and workthrough.
Whilst this is a South Region Account, it is a European level
Agreement made between Siemens AG and Digital. Siemens supply and
maintain Body Scanners to hospitals throughout this area. When their
Engineer is on site and needs help, he will call the appropriate
country Siemens' Technical Assistance Centre, where their own Support
Engineers will assist over the phone as far as possible. If they need
any help, the Support Engineer will then ring us here at the CSC (call
flow as attached).
As you will see, the calls will be responded to within Focal Call
Management. They are however not a Focal Call Customer in the full
sense, (i.e. we are not tracking the call once it has left the CSC)
and Siemens do not have this expectation. This is partly an exercise
to pilot a service incorporating Response and a flavour of Focal Call,
where we monitor the call during its life in the CSC. Any delays in
response and diagnosis will be very visible, particularly to a patient
inside the Scanner!
From 1st October we will be supporting 10 Scanners in the initial
period and therefore volumes will be low in the short term. These are
run by PDP11/24 and 11/84s. Frank is currently working with P&TG to
ensure sufficient skills in this area. I have also confirmed with
Richard Hough that we have skills within Devices to support the RC25s.
As you will see in my attached mail, I have suggested that possibly
three of our Engineers (suggest 2 Systems and 1 Device) visit the
Siemens Call Desk at Sunbury on Thames to provide some sort of focus
and ownership for their calls. Frank and Mick can you please advise
me on availability for this visit?
Please can you make sure all your people are aware of this service we
are offering to Siemens. If you have any questions or concerns,
can you raise them with me as soon as possible.
Regards
Sue Stevens
Distribution:
TO: PETER STEVENSON @UVO ( STEVENSON )
TO: Michael Dickson @UVO ( DICKSON )
TO: Sue Stevens @UVO ( STEVENS )
TO: GARRY MARSH @UVO ( MARSH )
TO: Simon Lobar ( LOBAR )
TO: Mick Magee ( MAGEE )
TO: PHIL ALLEN ( ALLEN )
TO: Frank Briggs ( BRIGGS )
TO: Bruce Millar ( MILLAR )
TO: Local Addressee ( HALL )
CC: Gerard kelly ( KELLYG )
CC: PATRICK ABRAHAMS ( ABRAHAMS )
CC: Remote Addressee ( COLIN FLINT @BSO )
CC: Remote Addressee ( GEORGE PIERCE @WLC )
I N T E R O F F I C E M E M O R A N D U M
Date: 18-Sep-1990 05:08pm BST
From: Sue Stevens @UVO
STEVENS
Dept: Customer Service Group
Tel No: (7)833 3323
TO: See Below
Subject: I: Draft Procedures for Siemens/DASP calls into the CSC
George,
I have attached a draft copy of the proposed call flow for Siemens
(Telephone Assistance Centre) calling the Customer Support Centre in
Basingstoke. I am happy that the customer sees this document. From
an internal point of view however, we are trying something new; a
cross between Focal Call Management and 'bulk standard' Response!
Whilst the latter could cope professionally with this business, this
option gives us the opportunity to monitor calls with this customer
and also gives me an insight to a possible standard service for the
future.
Outstanding Actions/Questions
1. I plan to discuss customer/system registering in more detail with
Bob Aubery, date to be confirmed tomorrow. (Action: Bob)
2. Names of Siemens Support Engineers calling us would be useful in
advance. We aim to give a personal service! (Action: George/
Colin F)
3. Looking through everyone else's notes and mails, I am not sure
whether there are plans to connect remotely to any of these
systems. The CSC needs to be aware of this prior to any calls.
This as I say may be old ground but I would like confirmation.
(Action: George / Colin F)
4. From a Diagnosis point of view, we are planning to have three
technical Specialists specifically focusing on the needs of this
Account. I would therefore like to arrange with Colin Flint for
these people to visit Siemens (TAC) as soon as possible. This
should then be followed by Siemens visiting the CSC at a later
date (when we have really ramped up the skills!). (Action:
Sue/Colin F)
Please let me know if there's anything you need clarified before your
trip. Hope everything goes well.
Regards
Sue Stevens
Distribution:
TO: Remote Addressee ( GEORGE PIERCE @WLC )
CC: Remote Addressee ( COLIN FLINT @BSO )
CC: Remote Addressee ( BOB AUBREY @RDL )
CC: Remote Addressee ( COLIN SMITH @UBO )
CC: Remote Addressee ( LINDSAY STEVENSON @UCG )
CC: Gerard kelly ( KELLYG )
CC: Helen Cory ( CORY )
CC: Mike Roe ( ROE )
SIEMENS/DIGITAL CSC CALL FLOW
Siemens UK Ltd. (Technical Assistance Centre) place call with Digital's Customer
Support Centre on 0256 811434, announcing themselves as Siemens and giving
details of failing system.
|
CUSTOMER CALL FLOW INTERNAL INFORMATION
| FLOW
|
V
+---------------------------------------------+
| Call Management group logs details of call |
| for purposes of tracking through its life | +-----------------------+
| in the CSC. Call routed to the appropriate |------->| Monitor/Progress Calls|
| Diagnosis skills. | | in terms of: |
+---------------------------------------------+ | * Timely Response |
| | * Request for Purchase|
V | Number as required |
+---------------------------------------------+ | * Call Closure details|
| Customer passed 'live' to Technical Support | +-----------------------+
| Specialist for Diagnosis or queued for call | |
| back as soon as a Specialist is available | |
+---------------------------------------------+ |
| |
V |
+---------------------------------------------+ |
| Diagnosis completed within one hour maximum.| |
| Support Specialist will make a recommend- | |
| ation for any specific action required. If | +--------------+ |
| this involves a site visit by a Digital | | Call resolved| |
| Engineer this will be in agreement with | Call | and closed in| |
| Siemens personnel. |------>| agreement |--->|
+---------------------------------------------+Closed | with customer| |
| | +--------------+ |
On-Site Visit Diagnosed as Software |
V V |
+-----------------+ +----------------------+ |
| HW Call referred| | Siemens will be asked| ^
| electronically | | to refer call to | |
| to local Service| | Siemens Munich for | |
| Office where an | | assistance. | |
| Engineer will be| +----------------------+ |
| dispatched. | | |
+-----------------+ | |
| V |
+--------->--------------------------------->---------------------+
|
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I N T E R O F F I C E M E M O R A N D U M
Date: 26-Sep-1990 11:10am BST
From: Mike Roe
ROE
Dept: Customer Response Group
Tel No: -833 3912
TO: See Below
Subject: European Countries call handling
Gentlemen,
In response to the requirements of the North European Country Group (NECG) for
Out-Of-Hours Remote Diagnosis, the UK CSC will be accepting calls officially
from 1st October 1990.
This is a permanent arrangement, using the same call flow concept that we
adopted for the Germany/Austria/Switzerland agreement :
Customer <--> Local Digital contact <--> CSC
^ |
`- - - - - - - - RD - - - - - - - - -'
From 1st October, Holland and Denmark are ready to go. Other NECG countries
(Belgium, Norway, Sweden and Finland) will be incorporated when/if they decide
they want to implement our call flows. The individual country CSC managers will
then contact me or Garry Marsh to agree details and start dates.
Full information will be available on Router and RSDS before starting.
Regards Mike Roe
|
| The following call flow is generic for any Continental country that we agree
to provide OOH RD support for. (Note that this does NOT include S/W support.)
European Out-Of-Hours Remote Diagnosis call flow
+---------------+
| |
| Customer |
| |
+--------+------+
^ ^ |
/ | |
/ | |
| v
+ +-------+---------+ +---------+
| | Country contact | | Local |
+ | screens call +----------->| actions |
| and if RD reqd | +---------+
+ | passes required | *NOTE 1*
| | info to UK CSC |<----------------+
+ +--------+--------+ |
| |
RD link v |
+-----------------+ |
+ | UK CSC log call | Log # +--------+--------+
| | on UK RSDS and +------->| Info passed to | *NOTE3*
+-<-+ connect to cust | | Country contact |
| system to carry | +-----------------+
| out diagnosis | ^
+--------+--------+ Diagnosis |
*NOTE2* +--------------------------+
Notes:
1 . The Country Contact will be a Digital person, either a standby engineer,
duty manager or on-site engineer. Access to them may be via an external
agency. Any country-specific arrangements will be documented on ROUTER.
. Validation (export compliance) will be the responsibility of the local
country contact.
. If an RD session is required, then the country contact will phone the
CSC with :
Company Name and on-site contact name/phone number
CPU type and serial number
Modem number and baud rate
Problem statement
Account name and password for access to customer's system
Country Contact's name and phone number for follow up
2. ROUTER will have the call flows for each country.
. CCD log a call on RSDS using MESSAGExxx (xxx = first 3 letters of the
country) and enter any special info in the Notepad field.
. CCD give the country contact the RSDS log number for reference.
. CCD route the call to the appropriate Diagnosis group.
. CCD create a CLOG entry using xxx as the cost centre, and update the
entry as needed.
. Diagnosis connect to the customer's system, analyse the fault and pass
the Notify to CCD. (Alternative Cost Centre Notify may also be used.)
3. Any language difficulties should be referred to the Country Contact
(either by the Diagnosis engineer or CCD) for assistance.
. CCD pass the Notify information to the country contact and close the
CLOG entry.
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