7.23 Z141 Task Scenarios – CSR Training

Question-and-answer flashcards covering when to use or avoid Z141 tasks, related Z-tasks, gate flows, credit/contract/pricing issues, part shortages, BFD/ESD updates, and expedite procedures for Honeywell CSRs.

What is the main purpose of a Z141 task?

It pings the shop/site to perform a specific repair-related action once the order is already in the shop’s work-scope.

Why was the Z141 task guideline document created?

To eliminate non-value-added Z141 tasks and ensure only valid repair actions are routed to the shop, preventing schedule disruption.

Which two Z-tasks normally belong in Gate 0?

Z106 (PO Review) and Z107 (Missing Information).

After Z106 and Z107 are closed in Gate 0, which task releases the unit to create the sales order?

Z128 – Ready to Release.

Should a CSR ever open a Z141 task while the unit is still in Gate 0?

No. Gate 0 activity is handled by pre-shop teams, not the shop.

If the unit is in Gate 0 and there is no sales order yet, which task should be raised?

Z128 (Ready to Release), not Z141.

What does EXPD in the user-status field mean?

It flags the order as an Expedite request for the shop.

How should a CSR handle a customer’s expedite request when the order still has a delivery block, credit hold, or un-approved quote?

Do NOT open Z141; first resolve the block/hold/quote with the proper internal team.

What must a CSR do if a delivery block on the sales order is no longer valid?

Remove the delivery block so the order can progress.

If down-payment is cleared but the credit status is still active, what is the correct action?

Work with the credit analyst/work-team lead to release the credit status.

How should a CSR respond when the site posts a Z135 task ‘BFD change – see long text’?

Read the long text, relay the BFD/ESD change reason to the customer, no Z141 needed.

Within how many days of unit receipt should you avoid opening Z141 to ‘expedite findings’?

Avoid it if the unit has been in-house less than 10 days.

After how many days in analytical (Gate 1) may the CSR raise Z141 to request shop expedite?

When unit-receipt date exceeds 10 days.

How does the CSR handle an expedite request from an A or A1 customer when no holds exist and ESD is in the future?

Communicate current ESD/BFD and set user-status to EXPD (no Z141).

How does the CSR handle the same expedite request from a B-category customer?

Advise Honeywell cannot expedite; quote current OTTR/BFD as best date.

If the customer has past-due invoices and the order is on credit hold, what should the CSR tell them?

Work with the credit analyst to clear past-due payments before any expedite can occur.

What SAP document shows that parts are short and delaying shipment?

The Z135 ‘BFD change’ long text often states ‘Awaiting parts / late parts from vendor.’

Why should part numbers be shared with the customer when a unit is on parts shortage?

So the customer can offer to sell stock back to Honeywell and reduce turnaround time.

Which task is generated by the shop when an exchange unit is available?

Z104 – Exchange Available.

After receiving Z104, what are the CSR’s two possible closure codes?

Z126 (Customer Approved Exchange) or Z127 (Customer Rejected Exchange).

What is a Pro-forma invoice in this context?

A preliminary invoice document used for down-payment; its clearance must be confirmed before credit release.

Who owns the responsibility to remove a CSR-placed delivery block once the quote is approved?

The CSR who placed it.

Site vs. Shop – why does it matter for Z141?

Z141 targets the shop repair team; if the issue belongs to pricing, contracts, credit, etc., routing to the shop wastes their capacity.

What two Z-tasks are used for customer-communication holds instead of Z141?

Z146 (Customer Follow-up in Gate 0) and Z136 (Quote Approval Follow-up in Gate 1).

Summarize the golden rule for using Z141.

Only open Z141 when a real shop action is required and all pre-shop prerequisites (pricing, contract, credit, quote, sales order) are already cleared.