work instruction view unit history unit 5 - login pageenginewarranty.kohlernet.com/training/ewr...

Title: View Unit History Module : Customer Relationships Management - CRM

Course : Engine Warranty System

Kohler Learning

For Kohler Internal Training Purposes Only

File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01

Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM

Work Instruction / 6

Work Instruction

View Unit History Unit 5.01

Purpose

Use this procedure to view unit history in a warranty claim.

Trigger

Perform this procedure when you need to determine if there are open claims for a unit, or if the claim you wish to submit has already been submitted.

Prerequisites

• You are logged in to the Engine Warranty System.

• You have a claim open.

Menu Path

There is no menu path associated with this transaction.

Transaction Code

Unit 5.01

Helpful Hints

None



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Procedure

Claim Number

1. In the Engine section, click to go to the Unit History screen.



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Unit History

The system displays unit history in a new window.

2. Click or scroll to the Claims section.



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Unit History

The system displays all claims for the selected unit.

3. Click on a claim number and click to open the claim and view claim details.



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Message

If there are potential duplicate claims, the system will display this message. Click

to acknowledge the message and review the claims to determine if they are duplicates.



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Claim Number

4. Review claim information as necessary.

Result

You have completed this transaction. You have viewed unit history in a warranty claim.

Comments

None

Title: Add Labor to a Claim Module : Customer Relationships Management - CRM


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Work InstructionPage 1 / 12

Work Instruction

Add Labor to a Claim Unit 5.02

Purpose

Use this procedure to add labor to a warranty claim.

Trigger

Perform this procedure when you need to add labor to any type of claim.

Prerequisites



Menu Path


Transaction Code

Unit 5.02

Helpful Hints

None



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Procedure

Claim Number

1. Click in the header or scroll to the Labor Operations section.



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Claim Number

2. Click to activate related fields.



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Claim Number

3. Click in the Job Category * field to display a list of job categories.



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Job Category List

4. Select the appropriate category.

5. Click to transfer the information to the appropriate field.



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Claim Number

6. Click in the Job Number * field to display a list of job numbers.



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Job List

7. Select the appropriate number.

8. Click to transfer the information to the appropriate field.



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Claim Number

• The Job Description field is populated from the selected Job Number.

• The prescribed work duration is defaulted to the Flat Rate Labor Hours field.

9. In the Requested Labor Hours * field, enter the requested labor hours.

If the requested labor hours exceed the default flat rate labor hours, the system displays the following message.



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Message

10. As required, click and justify the request for additional hours.



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Claim Number

11. Click to update the claim and verify that labor operations have been added

12. Repeat steps 3 through 11 for additional labor operations.

To add Miscellaneous Labor, perform steps 13 through 16.

13. In the Job Number field, enter 9999.

14. Press the [Tab] key.

15. In the Miscellaneous Labor Description * field, enter a brief description of the labor operation.

16. Click to update the claim and verify that labor operations have been added.



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Claim Number

• The Requested Labor and Accepted Labor fields are calculated automatically based on the hours requested and the service entity’s labor rate.

• The system shows that labor operations have been added to the claim.

Result

You have completed this transaction. You have added labor to a warranty claim.

Comments

None



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Title: Add Parts to a Claim Module : Customer Relationships Management - CRM


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Work Instruction

Add Parts to a Claim Unit 5.03

Purpose

Use this procedure to add parts to a warranty claim.

Trigger

Perform this procedure when you need to add parts to any type of claim.

Prerequisites



• You are in the Parts section of the claim.

Menu Path


Transaction Code

Unit 5.03

Helpful Hints

None



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Procedure

Claim Number

1. Click to activate fields in the Parts section.



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Claim Number

2. In the Part Number * field, enter a part number or partial part number. Example: 24 522 308

The system recognizes partial part numbers and automatically retrieves a listing of matching part numbers.



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Parts

Click or to view additional pages of part numbers.

3. Click a Part Number to select it.



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Parts

4. Click to populate the selected part number to the claim.



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Claim Number

5. Change the quantity in the Quantity * field if required.

6. Click to refresh the screen.



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Claim Number

The system shows the part and the price for the part added.

7. Repeat steps 1 through 6 to add additional parts.

Result

You have completed this transaction. You have added parts to a warranty claim.

Comments

None



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Title: Create a Warranty Claim Module : Customer Relationships Management - CRM


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Work Instruction

Create a Warranty Claim Unit 5.04

Purpose

Use this procedure to create a warranty claim.

Trigger

Perform this procedure when you need to create a warranty claim.

Prerequisites

You are logged in to the Engine Warranty System.

Transaction Code

Unit 5.04

Helpful Hints

• Press the [Tab] key to move to successive fields and validate previously entered information.

• Any field with a red asterisk is a required field.



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Procedure

Home

1. Point the cursor at the drop-down arrow next to Warranty.

Do not click the drop-down arrow; the options will disappear.



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Home

The drop-down which appears gives the option to select New Claim or Draft Claims.

• New Claim is used to start a new warranty claim.

• Draft Claims is used to view and complete unfinished warranty claims.

2. Select to open the New Claim Wizard.



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New Claim Wizard: Select Claim Type

Claim Type Description

Warranty Repair (Regular Warranty Claim)

Use to create and submit a standard warranty claim for a customer or store unit.

Policy Adjustment (Customer Relations, Non-Warranty)

Use to create a warranty claim for repairs outside the warranty guidelines authorize by the factory or Central Distributor.

90 Day Replacement Part Warranty Use to create a warranty claim for parts installed on an engine which failed within the 90-day warranty period.

New Defective Service Parts Inventory Use to create a warranty claim for parts from inventory which are not installed on an engine.

3. Select .

4. Click to proceed.



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New Claim Wizard: Select Engine Serial Number Availability

5. Select the applicable option.

• Selecting Yes and populating the serial number field will automatically populate the remaining required engine information fields.

• Selecting No requires manual input of engine model number, spec number and engine family.




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New Claim Wizard: Provide Engine Serial Number

If you selected No in Step 5, you will be required to enter information in Step 12.

7. If you selected Yes, enter the serial number. Example: 3408516461




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Claim Number

The header of the wizard contains links for each section of the Warranty Claim. You may scroll to successive sections or click the links in the header to go to the sections directly.



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Claim Number

The Type field defaults from the selection made in step 3; you may click the drop-down and change the warranty type if required.

• Reference Number is for a work order number.

• Case Number is given by Kohler service personnel as a call log reference.

• Work Unit is assigned if there is a rework number by Kohler Co. involved.

9. Click in the Accepted Approver Type field and select the appropriate option.

This field is only required if authorization is required from the Central Distributor or Factory for policy adjustments, short-block, mini-block or complete engine repairs.



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Claim Number

The choice made in the Accepted Approver Type field determines which Accepted Approver field is activated.

10. Enter the Accepted Approver name in the activated field.

11. Click or scroll to the Engine section.



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Claim Number

12. Verify that the information is correct.

Field Name R/O/C Description

True Model Number C True model number of the engine

Specification Number C Specification number

The required fields in this section are populated if you selected Yes in Step 5 and entered the serial number in Step 7.



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13. As required, complete/review the following fields in the Equipment field:


Line* R Equipment line name

Example: Exmark

Other Line C Equipment line name

This field is required if you select Other in the Line field.

Model O Model number

Example: XT145

Application * R Equipment Application

Example: Welder

Serial Number O Serial number

Example: 1234567

14. Click or scroll to the Customer section.



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Claim Number

15. Select if applicable.

16. As required, complete/review the following fields:


Customer Type R Customer type description

Example: Commercial

Is Customer the Original Owner?

R Select appropriate answer

Example: Yes

First Name C Customer first name

Last Name C Customer last name

Though not marked with an asterisk, complete either the First Name/Last Name or the Company fields.



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Company C Company name

17. Complete customer information in all required fields.

All fields with a red asterisk are required.

18. Click or scroll to the Dates / Hours section.



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Claim Number

19. Complete the Purchase Date, Failure Date and Repair Date fields using the calendar icons.

20. Enter the engine hours and indicate if the hours are actual or estimated.

21. Click or scroll to the Failure section.



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Claim Number

22. In the Defective Part Number field, enter the defective part number or click to generate a parts list for the selected equipment.

23. Click in the Failure Code field and select the appropriate failure code.

24. Click in the Technician field to choose a technician.

25. In the Complaint, Cause and Correction fields, enter complete and detailed descriptions.

26. Click or scroll to the Labor Operations section.

27. Add labor as described in the Add Labor to a Claim work instruction.

28. Repeat steps 27 for additional labor operations.



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Claim Number

When labor information is complete, the system generates an itemized list.

29. Click to refresh information or to delete a job.

30. Click or scroll to the Miscellaneous Expense section.



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Claim Number

You may only enter expense in fields designated (Experts Only) if your service entity is Kohler-certified expert Service Entity.

31. If qualified, enter time in the Diagnostic Hours field.



Miles/Kilometers C Pickup/delivery mileage

Inbound (FOB & Inbound Shipping Charges)

C Freight charges



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Miscellaneous R Charges incurred outside the submitting shop; e.g. Machining

To claim Miscellaneous charges, an explanation in the Comment section and receipt of work is required.

Example: 30.00

Miscellaneous Description *

R Miscellaneous charge description

Example: Machine shop

33. Click or scroll to the Parts section.

Claim Number

34. Add parts as described in the Add Parts to a Claim work instruction.

35. Click to view options for the claim.



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Claim Number

Select Request Pre-authorization if this is an out of warranty repair or any repair which requires Central Distributor authorization.

36. Click to submit a claim.



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Message

37. Click to submit the claim.

Message

38. Click to acknowledge the message.



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Claim List

Result

You have completed this transaction. You have created a warranty claim.

Comments

None



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Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM


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Work Instruction

Create a Policy Adjustment Claim Unit 5.05

Purpose

Use this procedure to create a policy adjustment warranty claim.

Trigger

Perform this procedure when you need to create a policy adjustment warranty claim.

Prerequisites


• Policy adjustment claims must be approved by a Central Distributor. No labor will be allowed.

• Policy adjustments for engines, longblocks, shortblocks and mini-blocks must by submitted by a Central Distributor.

Menu Path


Transaction Code

Unit 5.05

Helpful Hints





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Procedure

Home


Do not click the drop-down arrow; the options will disappear.



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Home




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3. Select .



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If you selected , go to step 6; if you selected , go to step 9.

6. Enter the serial number in the blank field. Example: 3415708021



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Claim Number

• Reference number is for a work order number.

• Case number is given by Kohler service personnel as a call log reference.

• Work Unit is assigned if there is a rework number by Kohler Co. involved.

7. Click in the Accepted Approver Type field and select the appropriate option.

The choice made in the Accepted Approver Type field determines which Accepted Approver field is activated.

8. Enter the Accepted Approver name in the activated field.



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Claim Number

9. If you did not enter the serial number in step 6, complete/review the following fields:


True Model Number C True model number

Specification Number C Engine specification number

10. Click or scroll to the Equipment section.



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Claim Number

11. Complete/review the required fields.

12. Click or scroll to the Customer section.



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Claim Number

13. Select if applicable.



Customer Type R Customer type description

Example: Commercial

Is Customer the Original Owner?

R Select appropriate answer

Example: Yes

First Name C Customer first name

Last Name C Customer last name

Though not marked with an asterisk, either the First Name/Last Name fields or the Company field are required.



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Company C Company name

15. Complete/review the required fields.

Although not marked with an asterisk, you must complete either the Customer First Name / Last Name fields, or the Company field.

16. Click or scroll to the Dates / Hours section.



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Claim Number

17. Complete the required Date fields using the calendar icons.

18. Enter the engine hours and indicate if the hours are actual or estimated.




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Claim Number

20. In the Defective Part Number field, enter the defective part number or click to generate a parts list for the selected equipment.

21. Click in the Failure Code field and select the appropriate failure code.

22. In the Complaint, Cause and Correction fields, enter complete and detailed descriptions.

23. Click or scroll to the Labor Operations section.



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Claim Number

24. Click to activate related fields.



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Claim Number

25. Add labor as described in work instruction Add Labor to a Claim.




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Claim Number

27. Click to activate fields in the Parts section.



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Claim Number

28. Add parts as described in work instruction Add Parts to a Claim.

29. Click to view possible actions for the claim.



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Claim Number




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Claim Number

The system prompts you to complete any required fields which have been missed.

31. Complete/review the fields identified by the system.

32. Click to view options.



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Claim Number




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Message




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Claim Number

If the system prompts you to request pre-authorization, perform the following steps.

35. Click to choose the next action.



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Claim Number

36. Select .



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Message

37. Click to request pre-authorization.

Message




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Claim List

The system places the claim in the folder located at Claims Pending Pre-Authorization.

Result

You have completed this transaction. You have created a policy adjustment warranty claim.

Comments

None



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Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM


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Work Instruction

Create a 90-Day Parts Warranty Claim Unit 5.06

Purpose

Use this procedure to create a 90-day parts warranty claim.

Purchase and Repair dates must fall within a 90 day window.

Trigger

Perform this procedure when you need to create a claim within 90 days of the purchase of a unit.

Prerequisites


Menu Path


Transaction Code

Unit 5.06

Helpful Hints





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Procedure

Home


Do not click the arrow; the options will disappear.



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Home




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3. Select .

4. Click to continue.



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If you selected , go to step 7; if you selected , go to step 9.

7. Enter the serial number in the blank field. Example: 3415708021




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Claim Number

9. Complete the claim as described in work instruction Create a Warranty Claim.

Ensure that the dates in the Dates / Hours section are within 90 days of each other.

Result

You have completed this transaction. You have created a 90-day parts warranty claim.

Comments

None



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Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM


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Work Instruction

Create a Service Parts New Inventory Claim Unit 5.07

Purpose

Use this procedure to create a service parts new inventory claim.

Trigger

Perform this procedure when you need to create a claim for service parts new inventory.

Prerequisites


Transaction Code

Unit 5.07

Helpful Hints





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Procedure

Home


Do not click the arrow; the options will disappear.



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Home




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3. Select .




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New Claim Wizard: Select Part

5. Click in the first Find in field and select the appropriate option.

6. In the second Find in field, enter the search term. Example: 24 584

7. Click to execute the search.



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New Claim Wizard: Select Part

8. Select the appropriate part number.

9. Click to open the claim.

Mini-blocks, Shortblocks, Longblocks and Engines require authorization from a Central Distributor or from the factory.



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Claim Number




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Claim Number

11. Complete/review the required fields:


Failure Code R Failure code. Select from the drop-down.

Example: EF - Electrical Failure

Complaint (Customer's Complaint) *

R Customer's complaint in detail

Example: Coil wire is damaged

Cause (Condition Found)

O Cause of the failure in detail Example: Improper packaging

Correction (Work Performed)

O Action taken to correct the failure

Example: Order new part

12. Click to view a list of options.



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Claim Number


For mini-blocks, shortblocks or engines, select Request Pre-Authorization.



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Message


Message

15. Click to process the claim.



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Warranty Home

Result

You have completed this transaction. You have created a service parts new inventory claim.

Comments

None



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Title: View Claim Status Module : Customer Relationships Management - CRM


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Work Instruction

View Claim Status Unit 5.08

Purpose

Use this procedure to view claim status.

Trigger

Perform this procedure when you need to determine the status of a claim.

Prerequisites


• You have claim information to use as search criteria.

Menu Path


Transaction Code

Unit 5.08

Helpful Hints

None



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Procedure

Home

1. Click next to in the left-hand menu or the Claims folder.



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Claims

Folder Name Purpose

Draft Used for partially completed claims not yet submitted.

Approved Pre-Authorization Used for warranty claims submitted which required pre-authorization from a Central Distributor or factory and approval was given.

Pending Part Return Used for warranty claims pending parts return to Kohler and factory inspection of parts.

Feedback Used for claims requiring more information from the dealer.

Approved Used for claims approved by the factory and waiting to be paid.

Denied Used for claims denied by Kohler. The denied claim includes an explanation for the denial.

Paid Used for claims approved and paid by Kohler Engines.



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2. Click the appropriate category to check claims. Example:

Claim List

The system displays the claims which are in the selected category.

Result

You have completed this transaction. You have viewed claim status.

Comments

You may also use the Advanced Search feature and search on information known about the claim, such as claim number, service entity identification numbers, engine serial numbers, etc.

Title: Campaign Parts Return Request (EWR) - Automatic

Module : Customer Relationships Management - CRM Course : Engine Warranty System

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Work Instruction

Campaign Parts Return Request (EWR) - Automatic Unit 5.09

Purpose

Use this procedure to submit a parts-return request triggered automatically during the creation of a claim.

Trigger

Perform this procedure when you need to submit a parts return request.

Prerequisites


• You have opened a claim with parts which must be returned.

Menu Path


Transaction Code

Unit 5.09

Helpful Hints

There are two methods of triggering a parts return request:

• You are working on a claim and the system prompts you to return parts.

• After the claim is submitted and upon warranty claim review, Kohler may request that parts be returned. You will receive an e-mail asking for parts return.



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System Prompt During Claim Submittal

This procedure begins at the submittal stage of the claim.

Claim Number

1. Click to view options.



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Claim Number




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Message




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Claim Number

The system displays the message, “You should create EWR for this claim and add required parts.”

4. Click to go to the EWR screen.



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EWR

The EWR screen opens to EWR header and Service Performed by sections. All information in these sections is prepopulated.

5. Click or scroll to the Shipping section.



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EWR

6. Click in the Carrier field and select the appropriate carrier.

7. In the Tracking Number field, enter the tracking number of the package which will contain the parts.




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EWR

The requested part is defaulted to the EWR screen.

9. Click to open the required forms.



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EWR

The system generates PDF copies of the Claim form and the EWR form.

10. Print the forms.

You may use any of the standard methods to print; either of the print icons as shown or Control + P.



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Print

11. Verify that the printing parameters are correct.

12. Click to print the forms

Result

You have completed this transaction. You have submitted a parts return request.

Comments

None

Title: Parts Return Request - Manual Engine Warranty Return (EWR)


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Work Instruction

Parts Return Request - Manual Engine Warranty Return (EWR) Unit 5.10

Purpose

Use this procedure to submit a parts-return requested by a claim approver during claim review.

Trigger

Perform this procedure when Kohler Co. requests the return of a defective part after claim submittal.

Prerequisites


• You have received an e-mail asking for parts return.

Menu Path


Transaction Code

Unit 5.10

Helpful Hints

There are two methods of triggering a parts return request:

• You are working on a claim and the system prompts you to return parts.

• After the claim is submitted and upon warranty claim review, Kohler may request that parts be returned.



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Procedure

Home

1. Click in the left-hand menu or click the Claims folder.



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Claims

2. Click the folder.



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Claim List

3. Click on a line item to select it.



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Claim List

4. Click to open the claim.



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Message




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Claim Number

6. Click to open the EWR screen.



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EWR

The Comments field contains instructions for returning the part.

7. Click in the header or scroll to the Parts section.



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EWR

8. Click to open the required forms.



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EWR

The system generates PDF copies of the Claim form and the EWR form.

9. Print the forms.

You may use any of the standard methods to print; either of the print icons as shown or Control + P.



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Print

10. Verify that the printing parameters are correct.

11. Click to print the forms

Result

You have completed this transaction. You have submitted a parts-return requested by a claim approver during claim review.

Comments

Include printed copies of the claim and the EWR with the returned part.



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work instruction view unit history unit 5 - login pageenginewarranty.kohlernet.com/training/ewr...

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