7.23 Exchange Process, Types of Exchanges & Contract Basics

These flashcards cover the lecture’s main points on exchange processes, types of exchanges, exchange codes, how to check availability, and the fundamentals of Honeywell contract identification and pricing.

What is meant by an “exchange process” in repairs?

When an individual or organization satisfies a need by trading money / goods / services – in this context, swapping a customer’s unserviceable unit for another serviceable unit.

List the four common triggers that allow a CSR to pursue an exchange.

1) Shop confirms the unit is non-repairable. 2) Shop confirms the unit is BER (Beyond Economical Repair). 3) Shop cannot meet the OTTR date. 4) Customer specifically requests an exchange.

What does TAT Exchange stand for and when is it offered?

Turn-Around-Time exchange; offered when the shop knows it cannot meet the OTTR date and wants to avoid the miss by supplying an exchange unit.

Why might a customer decline a TAT exchange even when OTTR will be missed?

They may insist on having their original core back or may not consider the delay critical.

Define a “New Exchange.”

An exchange in which the replacement unit is brand-new; usually offered when the original unit is non-repairable, BER, or obsolete.

What three conditions typically drive offering a New Exchange?

Non-repairable unit, Beyond Economical Repair (BER) unit, or unit deemed obsolete.

What is matched in a Repair & Overhaul (R&O) Exchange?

The replacement unit’s work scope must match the core: repair units replace repairs; overhauled units replace overhauls.

What documents are required BEFORE you contact a customer about an R&O exchange?

The exchange proposal and the exchange record (paperwork showing unit pedigree, findings, cost, etc.).

Explain the “Sunset Process.”

Honeywell no longer repairs or produces the customer’s exact part number; instead Honeywell offers an upgraded version at discounted catalog price and scraps the original core once the customer agrees.

Give a real-life consumer example used to illustrate the Sunset Process.

Samsung Galaxy S2 stops being serviced, so Samsung offers the customer a discounted Galaxy S3/S4 and scraps the S2.

What is BER?

Beyond Economical Repair – cost to fix exceeds the economic value; triggers exchange discussions.

Define OTTR.

Original Turn-Time Requirement – the promised or contractual return-to-service date for the unit.

Which exchange type code in YOMPAL represents a NEW unit?

Code “A” (sometimes listed as “a”).

Which YOMPAL code represents an OVERHAUL unit?

Code “B.”

Which YOMPAL code represents a REPAIRED exchange unit?

Code “C.”

What are YOMPAL codes D, E, and F?

D = Repairable; E = Inspected; F = Unserviceable.

Outline the 4 key steps to check exchange stock in YOMPAL

1) Run T-code YOMPao. 2) Enter part number & plant code. 3) Click ‘Availability & Pricing.’ 4) Review table—if blank, no stock; if populated, note exchange-type column & price.

What do the acronyms FOC, CID, and FOD mean?

FOC – Free Of Charge service; CID – Customer Induced Damage; FOD – Foreign Object Damage (also used as customer induced).

Name the five Honeywell contract types that provide FOC service (except for CID/FOD).

MSA (Master Service Agreement), HAP / HAP-MSP, MPP (Mechanical Protection Program), MCA (Master Contract Agreement).

Which contracts provide service at agreed FLAT-RATE pricing?

Flat Rate (FR) Agreement and Fixed Price Agreement (FPA).

Where do you see the contract number inside IW52?

General tab → Customer Address section → Additional Data → field “Sales Doc.”

Describe how to find flat-rate prices once inside the contract screen.

Double-click contract → verify description says FR → open Pricing Agreement tab → choose most recent Validity Period → view Condition Rates for Test, NCFR, Repair, etc.

When assigning a contract to a notification you must note three matching fields. What are they?

Sold-To Party number, Material number, and Material description.

After selecting the correct contract/line item, what SAP pop-up confirms assignment?

“Outline agreement item XXXXXXX-XXX was assigned.”

What additional info do you need to assign the same contract to the Sales Order?

The exact contract number and the corresponding line-item number.

Why should CSRs learn contract assignment steps even though another team usually does it?

To prevent orders from sitting in Gate 0/Gate 1 if another group is backlogged; CSR can self-serve and keep the unit moving.