Orange ASP Training Module 1 Interne Restricted Orange

Orange ASP Training Module 1 Interne Restricted Orange August 2017

Orange ASP Training Module Objective The objective of this module is to reinforce the procedures that ASP Field Engineers (FEs) must perform during the scheduling process, site intervention, working with the SCC and closing a subcase. With a series of questions FE will be able to confirm their understanding and knowledge of Orange processes and procedures. Let’s start! 2 Interne Orange

Orange ASP Training Module Objective One dispatch request contains incomplete information about the incident. What should you do? 1. Contact the SCC and/or the case owner if required and validate the information prior to acceptance/rejection. 2. Contact the case owner and validate the information prior to acceptance/rejection. 3. Contact the SCC and/or your manager if required and validate the information prior to acceptance/rejection. Correct Answer is: 1 You must contact the SCC and request further clarification. 3 Interne Orange

Orange ASP Training Module Objective Once the FE is assigned to work on a Service Request they need to contact customer to confirm appointment schedule and inform of the works that will be performed on site: q Yes q 4 No Correct Answer is: Yes Once call is accepted customer will need to be contacted to confirm appointment schedule. If customer is unreachable SCC needs to be informed and they will provide alternate contact and further instructions. If customer informs of any required changes into the schedule SCC will need to be informed and confirm if Interne Orange the new schedule is accepted by the case owner.

Orange ASP Training Module Objective You have been requested to de-install an equipment from site due to a cessation. What do you need to do this case? More than one answer may apply. 1. Contact the site contact to confirm that the site still exists, that the equipment is on site, and that the end user is available during the appointment time. 2. Contact the site contact, verify the de-installation date/time, update the SCC with the agreed date/time, and proceed as usual. 3. Contact the site contact, ask them to send equipment to you, and close the case with SCC. 5 Correct Answer is: 1 and 2 Before attending a cessation (de-install) request, you must confirm that the site still exists, the site address, that the equipment is on site, and that the site contact is available during the appointment time. After contacting the site contact, you can verify the de-installation date/time, update the SCC with the agreed date/time, Interne Orange and proceed as usual.

Orange ASP Training Module Objective You are on the field and realize you are going to miss the ETA time. What should you do now? 1. Update the dispatch request on Field Advisor as soon as possible. 2. Contact the customer that you’re going to be late and confirm a new time. 3. Call the SCC immediately by telephone to update the new ETA. Correct Answer is: 3 If you’re going to miss the ETA time given to the customer, you must immediately notify the SCC by phone. This will give flexibility to the SCC to find another technician who can be re-assigned the incident or take other actions to ensure that the customer still receives the service within the committed time. 6 Interne Orange

Orange ASP Training Module Objective You’re ready to leave for the site intervention. Before you go, check all the essential things you should have. What are they? (more than one answer may apply) 1. Orange Service Request Number 2. Scope of Work 3. Customer site information and phone number 4. All necessary tools for intervention and any specialized tools Correct Answer is: All of the above. Before you leave for the customer site for an intervention, you must have all the information described above. 7 Interne Orange

Orange ASP Training Module Objective You’ve arrived at the customer site. What is the first thing you should do? 1. Start work immediately. 2. Contact the case owner. 3. Contact the SCC. 4. Contact the dispatch requestor. Correct Answer is: 3 As soon as you arrive at the customer site, you should notify the SCC of your arrival onsite. You must contact the SCC via phone. 8 Interne Orange

Orange ASP Training Module Objective You’ve arrived at the customer site but the equipment required for intervention is not available. What should you do? 1. Wait on site 2. Leave customer premise 3. Contact the SCC and inform of the situation Correct Answer is: 3 The SCC is always your point of contact to inform of any issues on site. They will be able to provide further assistance. 9 Interne Orange

Orange ASP Training Module Objective You arrive on site and through diagnosis discover that the wrong equipmnent was ordered. You know the correct part that needs to be ordered. What should you do? 1. Call the SCC and inform them that you’re unable to proceed until the required part is identified and ordered. 2. Call the case owner and inform them that you’re unable to proceed until the required part is identified and ordered. The case owner should notify the customer. 3. Update the SCC indicating the part that should be ordered. Correct Answer is: 3 The FE ensures the SCC is updated with the parts that should be ordered. It is the dispatch requestor or case owner’s responsibility to raise a second dispatch request and a spares request. 10 Interne Orange

Orange ASP Training Module Objective You’ve completed the intervention, but you may need to visit the site again to test the repair. The customer is also insisting on one. What should you do now? 1. Provide that information to the SCC and/or dispatch requestor via phone. The dispatch requestor will create a new dispatch as requested by the customer. If you are available you may work though the dispatch requestor, the SCC and your ASP Company to accept the dispatch. 2. Politely turn down the customer and advise him to contact the dispatch requestor because they are in charge of arranging return visits. 3. Call the SCC and arrange a conference call between them and the customer to fix a time for the return visit. Correct Answer is: 1 When a return visit is necessary, it is the dispatch requestor’s responsibility to schedule it with customer and open a new subcase for intervention. FE cannot return to site without new subcase referred by SCC. 11 Interne Orange

Orange ASP Training Module Objective The intervention is completed successfully. Well done! What is the next step? 1. Clean Up Area. 2. Note and take pictures of part , serial number , if any equipment is being returned Air Way Bill information and picture is also required. 3. Explain the customer actions taken. 4. Administer Customer Satisfaction Survey. 5. Call SCC and close incident. Correct Answer is: All of the Above The answers above list in order all the actions required by FE after intervention is completed. 12 Interne Orange

Orange ASP Training Module Objective After a successful intervention, you need to return equipment. What should you do? 1. Box equipment and return part within 48 hours. 2. Box equipment and return the part within 5 days. 3. Ask the customer to box equipment and take it to UPS store at the earliest convenience. Correct Answer is: 1 Parts are the property of the company and you will be responsible for them until they are returned and received. You are to return the faulty or unused equipment from the intervention within 48 hrs. 13 Interne Orange

Orange ASP Training Module Objective Let’s summarize your (FE) role and responsibilities : • Note all given details of the dispatch, special tools and/or instructions required. • Use the Orange Service Request Number on all communication with the SCC, case owners, technical support, etc. to easily identify the dispatch. • Immediately notify SCC if the ETA is in jeopardy or will be missed. • Notify the SCC of your arrival on site • Escalate a problem or difficulty on site to the SCC. • Complete the intervention, noting all special instructions in the dispatch request or instructions provided by technical support teams. • Contact the SCC and give an update on closing details of this incident ID. • Prepare any unused or faulty equipment for return. • Interne Orange Return the faulty equipment by the appropriate means. 14