ASP Name OM Enterprises Call load - 300-400

ASP Code 1101476

Audit Date 5/20/2017
Auditor Name Sathish Kumar
Audit Score 87.712%
Audit Status FAIL
Ideal
S. No. Total Audit Points Risk Category Checking Methodology Status
Status
Max Score Score Obtained Weightage Final Score Remarks if any
1. Is Opening/Closing timeline displayed outside
Opening & Closing time of ASP are displayed Low Y/N Y 2 2 0.59%
Centre? 0.59%
1 outside for customer & same following by ASP
Medium 2. Is ASP/ASP Staff adhere the timeline or not? Y/N Y 2 2 1.11% 1.11%
or not(As per company guidelines)
Low 3. Is Week Off detail mentioned? Y/N Y 1 1 0.59% 0.59%
1. Are all latest branding available at ASP?(0.5 Mark
Medium Y/N Y 2.5 2.5 1.11%
Each Branding) 1.11% ok
2. Are all Branding found Neat & Clean?(No Sticker or
2 Branding as per company guidelines Medium Y/N Y 1.5 1.5 1.11%
any marking)(0.3 Mark Each Branding) 1.11%
Medium 3. Is any other branding(except Lava) available at ASP? Y/N N 1 1 1.11%
1.11%
Low 1. Is AC available in Customer waiting area? Y/N Y 1.5 1.5 0.59% 0.59%
Low 2. Is AC in Working Condition? Y/N Y 1 1 0.59% 0.59%
3 AC/TV available in Customer Area
Low 3. Is TV available in Customer waiting area? Y/N Y 1.5 1.5 0.59% 0.59%
Low 4. Is TV in Working Condition? Y/N Y 1 1 0.59% 0.59%
1. Is Water Dispenser available & approachable in
Low Customer Waiting Area?(1 Mark for availability & 1 Y/N Y 2 2 0.59%
Mark for approachability) 0.59%
Availability of drinking water and disposable
4 Low 2. Is Disposable Glass/Normal Glass available? Y/N Y 1 1 0.59% 0.59% Disposable Glass
bins
Low 3. Is Dustbin for destroying disposable glass available? Y/N Y 1 1 0.59%
0.59% yes
Low 4. Is Drinking Area Clean? Y/N Y 1 1 0.59% 0.59% yes
1. Is Notice Board available & readable to Customer in
Medium Waiting Area?(1 Mark for availability & 1 Mark for Y/N Y 2 2 1.11%
Readability) 1.11% yes
Noticeboard and escalation matrix displayed in
5 2. Are all 8 mandate latest documents was flashed on
customer area Medium Y/N Y 2 2 1.11%
Notice Board & clean?(0.25 Marks Each Document)
1.11% yes
3. Is any other document(not related to Lava) flashed
Medium Y/N N 1 1 1.11%
on Notice Board? 1.11% no
1. Is Sitting arrangement for customer as per
Medium Y/N Y 3 3 1.11%
Sitting arrangement in customer waiting area in grid?(Marks as per availability Percentage) 1.11% yes
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accordance to call volume 2. Is Customer Waiting Area Neat & Clean along with
Medium Y/N Y 2 2 1.11%
Chair available? 1.11% yes
Low 1. Is Token system available at ASP(Online/Manual)? Y/N Y 3 3 0.59%
0.59% online
7 Token system is available & in usage
2. Is Token System followed at ASP?(1 Mark for Issuing
Low Y/N Y 2 2 0.59%
Token, 1 Mark for following Order) 0.59% yes
1. Are CCOs available as per grid?(Marks as per
Medium Y/N Y 2.5 2.5 1.11%
Number of CCO, Repair engineer and QC availability Percentage) 1.11% yes
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engineer as per defined grid 2. Are Engineers available as per grid?(Marks as per
Medium Y/N Y 2.5 2.5 1.11%
availability Percentage) 1.11% yes
1. Is Computer available at Each CCO?(Mention
Medium Internet connection Speed in Remark)(Marks as per Y/N Y 2 2 1.11%
Availability of Laser printer and 1 Computer &
9 availability Percentage) 1.11% yes
Internet Connectivity per CCO
Medium 2. Is Printer available at CCO Desk? Y/N Y 2 2 1.11% 1.11% yes
Medium 3. Is available Printer working properly? Y/N Y 1 1 1.11% 1.11% yes
High 1. Is CCO Greeting to Customer? Y/N Y 2.5 2.5 2.22%
2.22% Not using welcome script
10 Greeting to customer with courtesy
2. Is CCO have courtesy while greet & handling the
High Y/N Y 2.5 2.5 2.22%
customer? 2.22% yes
 1. Is CCO have decent look?( No Bad Odor/Shave/Hair
High Y/N Y 1 1 2.22%
Cut) 2.22% yes
Check CCO interpersonal Skills in front of 2. Is CCO following "CCO Checklist"?(Last 5 days 0.4 only 3 days been followed no earlier documets
11 High Y/N Y 2 0.3 0.33%
Customer Mark Each) 2.22% available
3. Is CCO doing ELS in front of Customer & updating
High Y/N Y 2 2 2.22%
the ELS status ?(1 Marks Each) 2.22%
1.Is CCO's follow Diagonal Opening/Closing technique
High Y/N Y 1 1 2.22%
at the time of ELS? 2.22% yes
2. Is Engineer was aware about at least any 2 Software
High updates released within 15 days as per CSD Y/N Y 1 0 0.00%
Communication?(Marks as per availability Percentage)
2.22% Checked LAVA V2_3GB & ARC Grand 2
3. Is CCO/Engineer was aware about specifications of Engineer doesnot aware since he dont know
Check CCO/Engineer Technical Skills in front of
12 at least any 2 Product launched within 15 days as per to read english and also he doesnot aware that
Customers High Y/N Y 1 0.5 1.11%
CSD Communication?(Marks as per availability hindhi communication is coming , But CCO
Percentage) 2.22% aware ,
4. Is Engineer aware about tool usage?(Marks as per
High Y/N N 1 0 0.00%
availability Percentage) 2.22%
5. Is CCO was following ESD Precautions ( Wearing
High Wrist Band/ESD Apron/ESD Gloves/ESD Slipper) or Y/N N 1 0.5 1.11%
not?(0.25 Mark Each) 2.22% One engineer not doing as per process
High 1. Is CCO's desk was covered by ESD mat? Y/N Y 0.75 0.75 2.22% 2.22%
High 2. Is CCO's Desk ESD Mat Neat & Clean? Y/N Y 0.75 0.75 2.22% 2.22%
High 3. Is Engineer repair desk was covered by ESD mat? Y/N Y 0.75 0.75 2.22%
2.22%
TRC & CCO Desk should be covered with ESD
13 High 4. Is Engineer Desk ESD Mat Neat & Clean? Y/N Y 0.75 0.75 2.22% 2.22%
Mat
5. Is TRC & CCO's Floor covered with ESD Mat?(0.5
High Y/N Y 1 1 2.22%
Mark Each) 2.22%
6. Is TRC & CCO's Floor ESD Mat Neat & Clean?(0.5
High Y/N Y 1 1 2.22%
Mark Each) 2.22%
1. Is reading on SRM meter was in static criteria(10^6-
High 10^9)?(Check at CCO/TRC Desk & Floor)(Marks as per Y/N Y 2 2 2.22%
availability Percentage) 2.22%
High 2. Is proper grounding available or not? Y/N Y 1 1 2.22% 2.22%
3. Is interconnection via copper foil available?(Check
ESD Mats are properly grounded & all Mats are
14 High at CCO/TRC Desk & Floor)(Marks as per availability Y/N Y 1 1 2.22%
connected
Percentage) 2.22%
4. Are ESD accessories was in working condition( Wrist
High band, ESD Gloves, ESD Slipper, ESD Apron)?(0.25 Mark Y/N Y 1 1 2.22%
Each-Gloves/Slipper/Apron Should be Neat & Clean)
2.22%
1. Are major tools ( SR Meter, IR Gun, Dual Digital
Power Supply-DC, Soldering Station, Digital
High Y/N Y 1.5 1.5 2.22%
Multimeter, TP Remover, Hot Air Blower available as
per grid?(0.2 Mark Each & 0.1 in Bonus if all available)
15 Tools & Equipment Availability as per checklist 2.22%
2. Are all rest tools available as per grid?(Marks as per
High Y/N Y 2.5 2.5 2.22%
availability Percentage) 2.22%
3. Are available tools found in working
High Y/N Y 1 1 2.22%
condition?(Marks as per availability Percentage) 2.22%
1. Check at least 5 Models software update availability
Medium released in last 30 Days(Marks as per availability Y/N Y 2.5 1.5 0.67%
Availability of latest software as per csd Percentage) 1.11% All downloaded 2 days before only
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communication 2. Check at least 3 new launch model software
Medium availability released in last 30 Days(Marks as per Y/N Y 2.5 1.5 0.67%
availability Percentage) 1.11% All downloaded 2 days before only
1. Check at least 2 RFD/PFP Units of Feature
Medium Y/N Y 2 2 1.11%
phone(Marks as per availability Percentage) 1.11%
17 100% Software done on incoming H/S
17 100% Software done on incoming H/S
2. Check at least 3 RFD/PFP Units of Smart
Medium Y/N Y 3 3 1.11%
phone(Marks as per availability Percentage) 1.11%
1. Are Good parts kept in ESD Bins?(Marks as per
Medium Y/N Y 3 3 1.11%
availability Percentage) 1.11%
Cabinets and Storage area for safe keeping of
18 2. Are Good parts was in Proper ESD temper proof
Good Spare Medium Y/N Y 1 1 1.11%
sealed polybags? 1.11%
Medium 3. Are Good Parts had proper tagging? Y/N Y 1 1 1.11% 1.11%

1. Are top 10(Value) Good Part Code quantity matched

Low Y/N Y 2.5 2.5 0.59%
with system?(0.25 marks Each Part Code)
19 Good Stock(Top 10 Parts) - System Vs. Physical 0.59%
2. Are all Good parts found fresh?(0.25 Marks Each
Low Y/N Y 2.5 2.5 0.59%
Part Code) 0.59%
1. Are defective TP/LCD( at least 2 Pieces) found
Medium Y/N Y 2 2 1.11%
physically Ok?(Marks as per availability Percentage)
1.11%
2. Are defective Adaptor/Charger(at least 2 Pieces)
20 Defective spares as per consumption Medium found physically Ok?(Marks as per availability Y/N Y 2 2 1.11%
Percentage) 1.11%
3. Are defective Data Cable/Battery(at least 2 Pieces)
Medium found physically Ok?(Marks as per availability Y/N Y 1 1 1.11%
Percentage) 1.11%
1. Are all PCBA's(Check at least 2 Defective PCBA) had
High PCBA Certificate Version 2.0?(Marks as per availability Y/N Y 2 2 2.22%
Percentage) 2.22%
2. Are PCBA Certificate 2.0(Check at least 2 Defective
PCB checklist is found properly filled & should be High PCBA) was filled correctly?(Marks as per availability Y/N Y 2 1 1.11%
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along with defective PCB Percentage) 2.22%
3. Are defective PCBA(Check at least 2 Defective PCBA)
High found physically Ok(Burnt/Liquid/Tempered/IMEI Y/N Y 1 1 2.22%
Sticker)?(Marks as per availability Percentage)
2.22%
Job sheet in warranty but customer has given in 1. Is any ELS Fail Case Handset found with ELS Pass Job
22 High Y/N Y 5 5 2.22%
O/W sheet at ASP? 2.22%
1. Is any Unit found without Online Job sheet(No
Medium Y/N N 2 2 1.11%
Manual Job sheet)? 1.11%
2. Are delivered job sheets had customer signature?
100% online job sheet given to customers & sign Medium (Check at least 5 Delivered Job sheets)(Marks as per Y/N Y 2 2 1.11%
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on every delivered job sheet availability Percentage) 1.11%
3. Are delivered job sheets had CCO's signature?
Medium (Check at least 5 Delivered Job sheets)(Marks as per Y/N Y 1 0.5 0.56%
availability Percentage) 1.11% OOW job sheet not available

1. Are all Customer was contactable?(0.4 Marks Each 2 numbers no response , 2 number SW and 1
Low Y/N Y 2 1 0.29%
Job sheet) not valid number . Only 1 customer we could
0.59% spoke to customer
2. Are 100% alternate contact number was on Job
Low Y/N Y 1 0 0.00%
Randomly called to 5 delivered customers to sheet?(0.2 Marks Each Job sheet) 0.59% no alt number was available
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3. Are all Customer validated the purpose of visit?(0.4

Low Y/N Y 2 1 0.29%
Marks Each Job sheet)
2 numbers no response , 2 number SW and 1
not valid number . Only 1 customer we could
0.59% spoke to customer
Total 120 108.8 100%

Prop Signature:- Name Of ASM:- Auditor Sign:-