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Blue Star Limited

This document is a property of Blue Star Limited and is created for internal circulation by

Blue Star Limited to its Dealers/ Franchisees/ Service Associates/ Designated Employees

and not to be circulated to any unintended recipients.

Published by –

Blue Star Limited,

Kasturi Buildings, Mohan T Advani Chowk,

Jamshedji Tata Road, Mumbai - 400 020

ServIT Training Manual – Material Coordinator Module 2

Table of Contents

1. Blue Star ServIT Project ............................................................................................. 3

1.1. Background ............................................................................................................. 3

1.2. Introduction to Material Coordinator Module ........................................................ 3

2. System Requirements.................................................................................................. 4

3. Material Coordinator Module Functionality............................................................. 10

3.1. Login ..................................................................................................................... 10

3.2. Material Scope ...................................................................................................... 11

3.1. Material Coordinator Module Tabs ...................................................................... 13

3.2. Material Request ................................................................................................... 13

3.3. Material Dispatch.................................................................................................. 20

4. Technical Support ..................................................................................................... 27


1. Blue Star ServIT Project

1.1. Background

Blue Star Limited (BSL) is currently in the process of implementing a Call Management System

(CMS) on Websphere Portal for managing the breakdown service related calls. This project is

named as ServIT project.

This ServIT Call Management System will provide a solution to manage the breakdown calls

from end to end. All the stakeholders involved in the Call Management Process at Blue Star

including the Call Center Operations (CCO), Dealer/ Service Associate/ Franchisee, Service

Delivery Engineers, Material Coordinators and other Blue Star Employees will have access to this

portal.

Going forward all the actions related to call management at Blue Star will be managed in this

portal providing greater visibility, better communication between all stakeholders which will lead

to faster resolution of customer complaints. This portal can be accessed via internet at any time of

the day and it is of utmost importance that all the stakeholders get trained on the usage of this

portal functionality related to their roles. This document has been prepared to provide you with a

reference document to understand the different functionalities related to your role.

1.2. Introduction to Material Coordinator Module

Material Coordinator module has been developed to provide Material Coordinators different

functionalities like view of all material requests assigned to them, taking multiple actions on all

material requests including approval, rejection and modification of material request. The module

also provides functionality to enter material dispatch related details.

This training document is prepared to provide a detailed description of the Material Coordinator

module that can be used by the Material Coordinators to train themselves on the ServIT portal

Material Coordinator module related functionality. A copy of this document will also be made

available on the ServIT portal for quick access by the end users and can be referred to when

required. Any updates in the portal functionality will be communicated to you through the

training manual copy on the ServIT portal.


2. System Requirements

In order to access the portal and experience the minimal and optimal performance you will

require a computer with following specifications for hardware and software. Please configure

your computer with the specifications mentioned under Optimal Requirements in the table below.

Specification Minimal Requirements Optimal Requirements

Operating System

(OS) Windows XP Windows XP or Above

Browser Mozilla Firefox 3.0 (Preferred) or

Internet Explorer 7.0

Mozilla Firefox 3.0 (Preferred) or

Internet Explorer 8.0

Flash Player

Adobe Flash Player Compatible

with browser installed in the

machine. Version 9.0 and above.

Adobe Flash Player Compatible with

browser version installed in the

machine. Version 9.0 and above.

Java Script Enabled Enabled

RAM 512 MB 1 GB and above

Internet Bandwidth 512 Kbps 1 Mbps

JRE JRE_1.5

JRE_1.5 (IE will have its own JRE. If

not working properly recommended to

have JRE installed)


Cache Memory Clearance

In case you face issues with the portal performance related to some functionality for ex. auto

complete functionality not working or on clicking a button required action is not being performed,

it may be possible that your browser cache memory has become full.

Please clear the cache memory by using following steps. The steps mentioned here are for the

recommended versions of Mozilla Firefox and Internet Explorer. Please refer to the website of

respective browser provider for latest steps if these steps do not work.

Mozilla Firefox*

The Firefox cache temporarily stores images, scripts, and other parts of websites while you are

browsing. This article describes how to clear the Firefox cache.

Clear the cache

1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows

XP) and then click Options

2. Select the Advanced panel.

3. Click on the Network tab.

4. In the Offline Storage section, click Clear Now.


5. Click OK to close the Options window

Settings for Automatically clearing the cache

You can set Firefox to automatically clear the cache when Firefox closes:

1. At the top of the Firefox window, click on the Firefox button (Tools menu in Windows

XP) and then click Options

2. Select the Privacy panel.

3. In the History section, set Firefox will: to Use custom settings for history.

4. Select the check box for Clear history when Firefox

closes.


5. Beside Clear history when Firefox closes, click the Settings... button. The Settings for

Clearing History window will open.


6. In the Settings for Clearing History window, click the check mark box next to Cache.

7. Click OK to close the Settings for Clearing History window.

8. Click OK to close the Options window

*Source: http://support.mozilla.com/en-

US/kb/How%20to%20clear%20the%20cache?s=clear+cache&as=s

Internet Explorer**

Delete temporary Internet files

This information applies to Windows Internet Explorer 7 and Windows Internet Explorer 8.

Follow these steps to delete the files and information that Internet Explorer stores on your

computer. This information includes the list of websites you have visited, cookies, information

you've entered into web forms (for example, your name and address), website passwords, and

other temporarily saved information. Your links and favorites will not be deleted.

Delete temporary files in Internet Explorer 7

1. Open Internet Options by clicking the Start button , clicking Control Panel, clicking

Network and Internet, and then clicking Internet Options.

2. Click the General tab, and then, under Browsing history, click Delete.


3. Click Delete all, click Yes to confirm that you want to delete this information, and then

click OK.

Delete temporary files in Internet Explorer 8

1. Open Internet Options by clicking the Start button , clicking Control Panel, clicking

Network and Internet, and then clicking Internet Options.

2. Click the Safety button, and then click Delete Browsing History.

3. Select the check box next to each category of information you want to delete.

4. Select the Preserve Favorites website data check box if you do not want to delete the

cookies and files associated with websites in your Favorites list.

5. Click Delete. This could take awhile if you have a lot of files and history.

Note

Deleting everything can free hard disk space, solve problems with your web browser, and provide

some additional privacy, but it might inconvenience you by removing information you might

need on the Internet. For example, you will have to retype passwords that were previously stored

on your computer.

**Source: http://windows.microsoft.com/en-US/windows-vista/Delete-temporary-Internet-files


3. Material Coordinator Module Functionality

The following section explains the different aspects of the functionality of the Material

Coordinator module step by step.

3.1. Login

You will be provided with a website link (URL) along with your unique user id and password to

access the ServIT portal by BSL. The user id and password is your key to all the portal

functionality and it is recommended that these are remembered and not shared with any

unintended recipients. Since there is a risk of sensitive BSL internal data and customer related

data being misused by unintended recipients, it is your responsibility to safeguard the user id and

password for this portal.

Here are the steps required to be performed to access your page in the ServIT portal.

When you click on the website link, following screen will open in your browser window.

I. Login Screen

Perform following steps in order to login to the portal -

Step 1 – Enter your user id in the User ID field.

Step 2 – Enter your password in the Password field.

Step 3 – Click on the Login button.

You will be logged in the portal now.


3.2. Material Scope

A spare part requested can be of four types of scopes depending on the machine type and

AMC/WARRANTY/NIC status of the component.

1. BSL Scope – BSL delivers the spare part and requests for a return of the same

2. Dealer Scope – Dealer has to provide the spare part but may purchase from BSL

3. Customer Scope – Customer has to provide the spare part but may purchase from BSL

Depending on the scope of the Material Request, the process for Material Request processing

would change in the system.

A material request in ServIT portal goes through multiple status messages depending on actions

taken on it by respective users as described in the table below –

Status Meaning

Material Request - Submitted A material request in BSL scope has been raised

BSL Delay - Material Requested A material request in BSL scope has been authorized

by Blue Star for further processing after which

material will be issued to the dealer.

BSL Delay – Quotation Pending A material request in Customer scope has been raised

and is pending for quotation submission by the

respective Area Manager

Customer Delay – Quote Submitted A material request in Customer scope has been raised

and a quotation has been submitted to the Customer by

the respective Area Manager and is

acceptance/rejection of the quote from the Customer is

pending.

BSL Delay – Quote Accepted A material request in Customer scope has been raised


the respective Area Manager and the Customer has

accepted the quote submitted by the Area Manager.


Status Meaning

OR

A material request in Dealer scope has been raised and

the Dealer has accepted the price displayed by the

system and has decided to procure the material from

Blue Star.

Customer Delay – Quote Rejected A material request in Customer scope has been raised


the respective Area Manager and the Customer has

rejected the quote submitted by the Area Manager.

Dealer Delay – Quote Rejected A material request in Dealer scope has been raised and

the Dealer has rejected the price displayed by the

system and has decided to procure the material from

elsewhere.

Unknown Scope – Material

Requested

A material request has been raised for which the scope

is unknown either due to the call ticket being in

Scenario 2 or 3 where the obligation is not available in

SAP system for the machine under service or the call

ticket being in Scenario 1 where the obligation is

available in SAP system for the machine under service

but the spare part scope is not mentioned in the portal

system.

Material Request – Closed Material has been dispatched by Blue Star.


The material request can be transitioned from a status to certain status messages as per the

Material Request Status Transition Table below -

Status Transition To

Material Request - Submitted BSL Delay – Material Requested, Material Request –

Closed, BSL Delay – Quotation Pending, BSL Delay –

Quote Accepted, Dealer Delay – Quote Rejected,

Unknown Scope – Material Requested

BSL Delay - Material Requested Material Request - Closed

BSL Delay – Quotation Pending Customer Delay – Quote Submitted

Customer Delay – Quote Submitted BSL Delay – Quote Accepted, Customer Delay –

Quote Rejected

BSL Delay – Quote Accepted Material Request – Closed

Customer Delay – Quote Rejected Material Request – Closed

Dealer Delay – Quote Rejected Material Request – Closed

Unknown Scope – Material

Requested

Material Request – Closed

3.1. Material Coordinator Module Tabs

After login, you will be able to see two tabs

1. Material Request

2. Material Dispatch

3.2. Material Request

The Material Request tab will show you the Material Request assigned to you for your action and

allow you to carry out certain actions based on Business Rules set by BSL on each of the Ticket

and Material Request.


The following Material Request Screen will have a Queue of the Material Request that are

assigned to you based on your mapping with the Branch against which a breakdown complaint

has been logged by the customer and a material request has been assigned to you. This section

will show Material Requests only if they are raised by a dealer/SDE on a spare part that is in BSL

scope based on the product and AMC/WARRANTY/NIC status of the component. An email and

SMS notification is sent to you when a new Material Request gets assigned to you for

Authorization. Click on Refresh Queue button to check latest Material Request assigned to you in

the screen.

II. Material Request Screen

Step 1 – Click on a radio button next to the Material Request and click on View Details.

Result - You will be able to see the details such as Product Group, Product, Model, Part Code,

Part Description, Quantity, Customer Name, Dealer Name, Dealer Code and Obligation


III. Material Request Authorization/Rejection/Modification Screen

Based on information provided in the above screen, you have to ascertain that the Material

Request has been correctly raised by the dealer based on the AMC/WARRANTY/NIC status of

the component and the nature of the complaint.

Step 2 - There is an Authorize button at the bottom of the Material Request details which will

allow you to approve the Material Request for further processing.

Result - On your authorization the Material Request details are sent to SAP system automatically

for generation of Service Order since the Material requested here is of BSL scope. The authorized

material request will move out of your queue.


IV. Material Request Authorization Confirmation Screen

OR

Step 2 - If for some reason if you think that the Material Request is been wrongly raised by the

dealer, then you have the authority to reject it. There is a Reject button at the bottom of the

Material Request details which will allow you to reject the Material Request.

V. Material Request Rejection Screen


Result - On your rejection, the Material Request details will be closed and no further processing

will happen on the same. The rejected Material request will move out of you queue.

VI. Material Request Rejection Confirmation Screen

OR

Step 2 - If for some reason if you think that the spare part selected by the dealer for the Material

Request is been wrongly selected by the dealer, then you have the authority to modify the spare

part. There is a Change Part button at the bottom of the Material Request details which will allow

you to modify the Material Request. A dropdown will be visible showing the spare parts that can

be selected. Select a part from this drop down and then click on Authorize button to authorize the

Material Request with changes spare part.


VII. Material Request Modification Screen

VIII. Material Request Modification & Authorization Screen

Result – The Material Request will get authorized with the changed spare part. On your

authorization the Material Request details are sent to SAP system automatically for generation of


Service Order since the Material requested here is of BSL scope. The authorized material request

will move out of your queue.

IX. Material Request Modification & Authorization Confirmation Screen


3.3. Material Dispatch

In the following screen, you will be able to view all the material requests that are assigned to you

based on your branch. This will consist of all types of Material Requests – BSL Scope, Dealer

Scope, Customer Scope and Unknown Scope. Depending on the scope of the Material Request

your action on the same will differ as described below. The purpose of this screen is to allow you

to enter the dispatch related details for each material request.

X. Material Dispatch Screen

Material is in BSL Scope

Step 4 - If the material is in BSL scope and you have authorized automatic Service Order

Creation for the same, then the status of the Material Request in this screen will be BSL Delay –

Material Requested. On dispatch of the requested Material, please click on the radio button next

to the material request and click on the button View Details. You will be able to see the basic

details related to this Material Request along with two text boxes – Service Order and Return

Reservation Number (RRN). Since the Service Order is generated automatically in this case the

SAP Service Order Number will get auto populated here after Service Order generation. Please

enter the Return Reservation Number in the field provided for RRN and click on the Material

Dispatched button.


XI. Material Dispatch Screen – BSL Delay – Material Requested

Result – The status of the Material Request will change to Material Request - Closed and the

Material Request will move out of your Material Dispatch screen. You will see a confirmation

message – Material dispatched successfully.

Or

Material is in Dealer Scope

Step 4 – If the Material Request is in Dealer Scope and Dealer has accepted to purchase the

material from BSL, then the status of the Material Request in this screen will be BSL Delay –

Quote Accepted. In this case, please create a manual Purchase Order in SAP. On dispatch of the

requested Material, please click on the radio button next to the material request and click on the

button View Details. You will be able to see the basic details related to this Material Request


along with one text box – Service Order. Please enter the SAP SO Number in the field provided

for Service Order and click on the Material Dispatched button.

XII. Material Dispatch Screen – BSL Delay – Quote Accepted



message – Material dispatched successfully. OR

Step 4 – If the Material Request is in Dealer Scope and Dealer has rejected to purchase the

material from BSL, then the status of the Material Request in this screen will be Dealer Delay –

Quote Rejected. If BSL decides to bypass the dealer rejection of the quote and supply the material

as FOC due to business reasons such as customer commitments, in this case, please create a

manual Purchase Order in SAP. On dispatch of the requested Material, please click on the radio

button next to the material request and click on the button View Details. You will be able to see

the basic details related to this Material Request along with one text box – Service Order. Please

enter the SAP SO Number in the field provided for Service Order and click on the Material

Dispatched button.


XIII. Material Dispatch Screen – Dealer Delay – Quote Rejected




Or

Material is in Customer Scope

Step 4 – If the Material Request is in Customer Scope and Customer has accepted to purchase the

material from BSL, then the status of the Material Request in this screen will be BSL Delay –

Quote Accepted. In this case, please create a manual Purchase Order in SAP. On dispatch of the

requested Material, please click on the radio button next to the material request and click on the

button View Details. You will be able to see the basic details related to this Material Request

along with one text box – Service Order. Please enter the SAP SO Number in the field provided

for Service Order and click on the Material Dispatched button.


XIV. Material Dispatch Screen – BSL Delay – Quote Accepted



message – Material dispatched successfully. OR

Step 4 – If the Material Request is in Customer Scope and Customer has rejected to purchase the

material from BSL, then the status of the Material Request in this screen will be Customer Delay

– Quote Rejected. If BSL decides to bypass the Customer rejection of the quote and supply the

material as FOC due to business reasons such as customer commitments or obligation dispute, in

this case, please create a manual Purchase Order in SAP. On dispatch of the requested Material,

please click on the radio button next to the material request and click on the button View Details.

You will be able to see the basic details related to this Material Request along with one text box –

Service Order. Please enter the SAP SO Number in the field provided for Service Order and click

on the Material Dispatched button.


XV. Material Dispatch Screen – Customer Delay – Quote Rejected




Or

Material is in Unknown Scope

Step 4 – The material can be in unknown scope if the call ticket is raised for a scenario 1 ticket

where the spare part scope is not BSL/Dealer/Customer Scope in the scope master or if the call

ticket is raised for a scenario 2/3. If the Material Request is in Unknown Scope then the status of

the Material Request in this screen will be Unknown Scope – Material Requested. In this case, if

BSL decides to dispatch the material and you get email communication from respective AM for


the same, please create a manual Purchase Order in SAP. On dispatch of the requested Material,

please click on the radio button next to the material request and click on the button View Details.

You will be able to see the basic details related to this Material Request along with one text box –

Service Order. Please enter the SAP SO Number in the field provided for Service Order and click

on the Material Dispatched button.

XVI. Material Dispatch Screen – Unknown Scope – Material Requested





4. Technical Support

Since this portal is a new solution to help you with your daily Call Management activities you

may require support from BSL to ensure that the functionality is used as desired.

In case you require any support regarding any issues faced with regard to

1. Setting up the computer and internet browser as per minimal/optimal system

requirements

2. Opening the website link (URL) using internet browser

3. Accessing the portal using your user id/password

4. Knowing how to use certain portal functionality

5. Getting help regarding any technical difficulties

Please reach out to the Blue Star Call Center number where a help desk is being setup to

help you with any issues. The IVR on Blue Star Call Center will allow you to choose an

option for the technical support on portal functionality and our Call Center Executive will

be happy to resolve your issues.

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