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ASC Self Assessment May 2012

ASC Self Assessment May 2012

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Published by InsideSprintNow
Sprint ASC Self Assessment May 2012
Sprint ASC Self Assessment May 2012

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Published by: InsideSprintNow on Jun 16, 2012
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ASC Service and Repair Assessment
Version 3.0 © 2012 ©Sprint. Sprint and the logo are trademarks of Sprint. Other marks are the property of theirrespective owners.5/1/2012
1 of 12
Store Type Authorized Service Center
Overview
This document outlines the policy and process an ASC must follow when completing anaudit of their Service and Repair activities.
Policy
o
SRSSs will complete Service & Repair Assessment in place of ASC Store Checklist 1 timeper quarter
o
SRSS will determine one month per quarter to perform S&R Assessment
o
SRSS will complete In Store S&R Assessment in LPMS Audit Management System
o
Over Testing is recommended when logistically possible.
Recommended over testing methods:
Completion by SRSS not associated to ASC
Performed by IAE
By Field Manager during any visit
o
SRSS will email results to:
IAE
ISM
o
S&R Assessments are to be completed by ASCs as a self-test at a minimum of once perquarter
o
ASC & SRSS S&R Assessments will contain identical questions
o
ASC S&R Assessment must be completed by a member of Dealer Management
In store technicians are not permitted to perform ASC Self-Test S&RAssessment
o
ASC will complete In Store S&R Assessment form in Quickbase
 https://sprintscs.quickbase.com/db/bgr4t3hn9 
o
ASC may be required to complete an S&R Assessment more frequently if requestedby SRSS, due to Sprint Internal Audit, or if location is on a PerformanceManagement Plan.
o
SRSS will compare results of ASC Self-Test to SRSS S&R Assessment on quarterlybasis.
o
Completed ASC S&R Assessment forms will be submitted automatically to the Sprintparties listed below upon completion of the ASC Self-Test S&R Assessment.
o
SRSS
o
ASC Audit team
o
ASC Self-Test S&R Assessment scores below 80% require follow up form to be completedby Dealer within 30 days.
o
Dealer will create action plan with assistance of SRSS
o
SRSS may require ASC to complete ASC Self-Test S&R Assessment monthly untilPerformance Management Plan is successfully completed
o
SRSS S&R Assessment scores below 80% require:
o
Performance Management Plan created for ASC
o
SRSS may require ASC to complete ASC Self-Test S&R Assessment monthly untilPerformance Management Plan is successfully completed
o
ASCs that score below 80% on the Transaction section related to the Indirect AuditQuestion may also be placed on a Performance Management Plan
 
ASC Service and Repair Assessment
Version 3.0 © 2012 ©Sprint. Sprint and the logo are trademarks of Sprint. Other marks are the property of theirrespective owners.5/1/2012
2 of 12
ASC Audit Help ReferenceGeneral and Floor Observations
1Did the rep properly set expectation of repair cost? Review 2-3 transactions if available.
o
Did the rep properly set expectation of repair cost
o
If no transaction was viewed ask front desk rep the following questions:
o
What is cost of exchange or repair for customer who does not haveTEP/ESRP?
o
What is cost of exchange or repair for customer with TEP/ESRP?2 Points PossibleScore using the deduction table below:
o
1 violation deduct all points2Is ASC actively soliciting repairs from customers without current device issues orsubmitting tickets for proactive repairs?
o
Observe sales representative and tech customer interactions to determine if theyare soliciting repair work from customers.
o
Identify if there is any signage or flyers promoting repairs. ex. ‘Come get yourphones PRL updated now’.
o
Observe customer transactions to verify work performed is in line with customercomplaint codes provided and that preventative repairs are not being performedin violation with the ASC agreement.
o
Ask
Tech or customer facing dealer staff 
the following questions to determineknowledge level:
o
When is the only time proactive repairs are approved?
Answer: When dealer is notified in writing by Sprint
o
Are you able to solicit a software update to a customer who came in topurchase an accessory?
Answer: No
ASC Addendum-2.1 (B) ASC Commitments and Obligations Proactive Repairs.Except as part of the normal course of servicing a Customer (e.g. Customer mentions that Phone is not working right or software needs updating), ASC will not proactively ask Customers if they need Repair Services. Notwithstanding the above, Sprint may direct ASC in writing to perform proactive software upgrades from time to time, and ASC is expected to perform those proactive upgrades as directed.
6 Points possible.Score using the deduction table below:
o
1 violation deduct all points
 
ASC Service and Repair Assessment
Version 3.0 © 2012 ©Sprint. Sprint and the logo are trademarks of Sprint. Other marks are the property of theirrespective owners.5/1/2012
3 of 12
3Are customers being referred to the correct Protection Plan process?
o
Customers should be referred in accordance with the
Asurion Online Claims Process 
,
Assurant Advanced Protection Pack brought to you by Sprint, Apple Care + Protection 
and
Service Level Procedures 
M&Ps.
o
Review any Referred to Asurion vouchers/transactions (search for triageresolution in NASC Support)
o
Are complaint types based on Physical damage?
o
During the sales process, are service programs being properly described?
o
Ask Tech or person interacting with customer the following questions todetermine knowledge level:
o
Describe two scenarios when TEP can be added to the account?
o
What type of devices are eligible for Advanced Protection Pack?
o
How do you identify if a device is covered by AppleCare+?ISC>Service and Repair>ASC Methods and ProceduresISC>Service and Repair>Device Protection Services & Programs4 Points possibleScore using the deduction table below:
o
1 violation deduct 2 points
o
2 or more violations deduct all points4Is the store actively protecting customer and Sprint proprietary information?
o
Review entire store to ensure customer and Sprint proprietary information is notvisible to customers
o
Are exchange devices with customer information being handled properly
o
Check exchange phones to ensure SD card was returned to customer
o
Are work tickets with customer information unsecured and visible to othercustomers
o
ASC should have shredder on site or a bin to dispose of paperwork that is notrequired for retention for later ‘shredding’Ensure all aspects of records retention policy are being followedRefer to the
Indirect Records Retention Policy 
.ISC>Policies & Procedures Back Office/Administrative>Polices /Procedures6 Points possibleScore using the deduction table below:
o
1 violation deduct all points5Is an ASC Certified Tech available at location?Review STAR training results6 Points possible

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