Excellent Service Guide

SWA CS Team
Title ESG20190826 “Customer Device Testing Methodology”

ESG Date 26th Aug 2019 Requester Network Planning

ESG Type Communication Product / Model HHP

 Background:
• Few engineers configure their personal social media app/ mails or use for personal calling to test the
device repair quality.

 Repaired Device Quality Check Tools :

Currently below tools are available to ensure the quality repair of device.
• IQC {Inward Quality Check}:
-> Available in GSPN & to be used by engineer
• OQC {Outward Quality Check}:
• Self diagnostics tools in Samsung Member }-> to be used by customer.

 Process to Adherence: Engineer should follow the following guide for customer & Loaner devices
1. Customer Device :
• Don’t carry the device outside the service center.
• Don’t insert personal SIM into customer’s device
• Don’t use the device for personal calling
• Do not forget to empty recycle bin & it is mandatory to check before handing over device
• Don’t configure personal social media app like whatsapp, Facebook, Instagram / Personal mail any
3rd party application / game which is not required etc.
Note: Do not forget to delete internet browsing history / Games / applications / photos /videos/ contents if
downloaded during testing before handover device to customer also make sure RECYCLE BIN of gallery
should clear.
2. Loaner Device :
• Always factory reset and update latest SW in the loaner before issue to customer.
• Always factory reset loaner set before GR from customer.

 Quality Check of Repair Device:

• Always use OQC all checks (No skip) for quality repair.
• Always use testing SIM only for fault simulation if required.
This process adherence is mandatory with immediately effect

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 Excellent Service Guide
SWA CS Team
Distribution List : CS Portal

Job Role Applicable Applicable

HO001~HO - SWA CS Team  CC01 ~ CCC – Manager 

HO002~HO - Service operation group  CC002 ~ CCC – Others 

HO003~HO - Technical support group  CC03 ~ CCC - TA(AV) 
HO004~HO - Parts operation group  CC04 ~ CCC - TA(HA) 

HO010~HO - SVC administration group  CC05 ~ CCC - TA(IT) 

HO006~HO - Customer experience group  CC06 ~ CCC - TA(HHP) 
HO007~HO - Strategic planning group  CC07 ~ CCC - TA(HME) 
BO001 ~ BO – Branch service(India)  CC08 ~ CCC - TA(B2B) 
BO002 ~ BO – Branch service(SAARC)  CC09 ~ CCC - Dealer Hotline 
CC010 ~ CCC - Happy Call 

Distribution List : G-SPN

Job Role Applicable Job Role Applicable

P101 ~ Partner(HHP) - Center Manager  P116 ~ Partner - engineer(HME) 

P102 ~ Partner(HHP) - Administration  P117 ~ Partner - engineer(Demo) 
P103 ~ Partner(HHP) - Parts Controller  P118 ~ Partner - engineer(Installation) 
P104 ~ Partner(HHP) - SVC Tracking  P201 ~ Partner(RB) - Center Manager 
P105 ~ Partner(HHP) - engineer Supervisor  P202 ~ Partner(RB) - Administration 
P106 ~ Partner(HHP) - engineer  P203 ~ Partner(RB) - Parts Controller 
P107 ~ Partner - Center Manager  P204 ~ Partner(RB) - SVC Tracking 
P108 ~ Partner – Administration  P205 ~ Partner(RB) - engineer Supervisor 
P109 ~ Partner - Parts Controller  P206 ~ Partner(RB) - engineer 
P110 ~ Partner - SVC Tracking  P301 ~ Partner(L4) - Center Manager 
P111 ~ Partner - engineer Supervisor  P302 ~ Partner(L4) - Administration 
P112 ~ Partner - engineer(AV)  P303 ~ Partner(L4) - Parts Controller 
P113 ~ Partner - engineer(HA)  P304 ~ Partner(L4) - SVC Tracking 
P114 ~ Partner - engineer(IT)  P305 ~ Partner(L4) - engineer Supervisor 
P115 ~ Partner - engineer(HHP)  P306 ~ Partner(L4) - engineer 