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Technical Failure Coding
July 09
Confidential – not to be copied or distributed 2
Today’s environment
• Sharing of repair information is facing several difficult problems:
• Different countries• Different languages• Different types of service network (SP/OT/TP)
• Actual SIRIS system it’s obsolete (90s) and NOT Customer oriented
• So, there is a clear need to use a:• unified,• simple,• language-independent, • powerful
……Repair Description Language Technical Failure Coding
Confidential – not to be copied or distributed 3
Technical Failure Coding
• The new European Technical Failure coding is based on a reduced version of the IRIS* code (EC standard )
• It’s made of 4 fields:- Symptom code- Component code- Defective code- Repair Action code
• The main differences vs SIRIAS are:- 1 additional field (Symptom code)- Reduced number of items (component & defect condition list)- Improved “Repair Code” focused on the solution applied rather than to the “responsibility”
* INTERNATIONAL REPAIR INFORMATION SYSTEM
Confidential – not to be copied or distributed
Technical Coding vs SIRIAS
4
Technical Coding SIRIAS
3 digit / 99 codes
Represent the Voice of the Customer
4 digit / 142 codes
Same Component code list for all PGs
2 digit / 41 codes
1 digit / 16 codes
Focused on the solution applied to solve the issue.
Not Available
4 digit / >300 codes
Several dedicated Component code lists (1 per each PG)
2 digit / about 100 codes
1 digit / 5 codes
Focused on the “type” of issue (Malfunction repaired, Customer Instruct, Installation, Transport Damange, etc)
Confidential – not to be copied or distributed 5
Some examples
Customer calls because of noise washer
During the visit Engineer has identified a deformation of the drum
Drum has been replaced
140 2200 Ex A
Customer complains about lime deposit on his glasses
During the Engineer visit the salt container was found empty. Customer was not awarded about salt container
A detailed explanation has been given to the customer
A33 7100 4x U
1
2
Abnormal noise
Drum
Deformed
Part Replaced
Lime deposit
Salt Container
No problem Found
Explanation to the Customer
Confidential – not to be copied or distributed 6
Some examples
Customer calls because of refrigerator doesn’t cool.
During the visit Engineer has identified a gas leakage on the evaporator
Product cannot be repaired
B11 7450 Kx Z
Customer complains about cooking performances
Engineer has identified a wrong software installed
Problem solved by “install” the new software.
C31 8220 1x 2
3
4
No Cooling
Evaporator
Leaking
PEX proposal
Bad cooking / baking performance
Performance complaint
Software problem
Software correction / upgrade / reset
Confidential – not to be copied or distributed 7
Some examples
Customer calls because of vibration of his washer.
Engineer has identified a shock absorber problem (out of order) and a damaged belt
Shock absorber and belt have been replaced
653 1810 Ax A
5
Vibrating
Shock Absorber Worn out
Part Replaced
Customer calls because of F03 is displayed on his oven.
Engineer has identified an issue on the upper heating element, open circuit.
Heating element has been replaced
F03 has to be mentioned in the “Engineer Comment”
FXX 4520 Rx A
6
Failure code text / faulty alarm Heating
element upper grill
Open circuit
Part Replaced
Confidential – not to be copied or distributed 8
Customer Complaint Symptom code
WasherDryer
Dishwasher
Cooling Air-conditioning
Cooking gasCooking electro
Oven & HobsMicrowave
Generic Symptom codes
High level fault description:
“it doesn’t work”,
“it make noise”
Detailed fault description:
“No ice production”
Detailed fault description:
“Grill defective”
Detailed fault description:
“Heating up withinout water”
“Excessive salt consumption”
Confidential – not to be copied or distributed
Symptom code
Confidential – not to be copied or distributed 10
Component Code
Confidential – not to be copied or distributed 11
Defect Condition Code
Confidential – not to be copied or distributed 12
Repair Action Code
