7/16 R&O Process – CSR Training Review

Flashcards covering gates, task codes, exchange flow, SLA, TAT, and best-practice behaviors for CSRs in the R&O process.

What is the main purpose of Gate 0 in the R&O process?

Receive the customer unit, match paperwork, create the notification, and perform the Z106 PO review before release.

Which task code tells the CSR to review the customer purchase order in Gate 0?

Z106 – PO Review.

Which task code pushes the unit out of Gate 0 and into Gate 1?

Z128 – Ready to Release.

What key activities occur in Gate 1?

Teardown, CAFE analytical review, and sending findings to the pricing group for quotation.

Which task code represents the automated quotation sent to the customer from Gate 1?

Z115 (Estimate Review / Pricing) in the current system design.

When the customer has not responded to a quote, which task code appears?

Z136 – Customer Follow-up for Quote Approval.

Which task code shows that the customer approved the quote and the unit may move to Gate 2?

Z129 – OK to Proceed.

What major work is performed in Gate 2?

Actual repair and retest of the unit.

Which task code is a hard ‘stopper’ sent to the CSR when Gate 1 or Gate 2 discovers an issue that prevents further work?

Z135 – Escalation to CSR / Customer Follow-up.

What is Gate 3 responsible for?

Final inspection and functional test (Level-4 technician) before shipment.

If a unit fails final test in Gate 3, where is it sent?

Back to Gate 2 for re-repair and retest.

Name three common drivers that erode TAT.

Missing PO information, delayed quote approval, and component/part shortages.

Which task code is used to ask the site if an exchange unit is available?

Z104 – Offer Exchange.

How long does the customer have to decide on an offered exchange after receiving the CAFE report?

Five working days.

Which task code indicates the customer approved an exchange?

Z126 – Exchange Approved.

Which task code records that the customer rejected or did not reply to an exchange offer?

Z127 – Exchange Rejected / No Response.

Where can excess exchange inventory often be found that sites may use without extra approval?

225 stock in the Exchange pool (excess/SS stock).

Why should a CSR proactively request exchanges when a part shortage (PRT SHT) is visible?

To keep the customer’s asset moving, reduce open orders, and protect TAT instead of waiting weeks for parts.

What is the CSR’s first-level Service-Level Agreement (SLA) for Salesforce cases?

Take ownership and respond within 24 hours (goal ≥ 90 %).

How does failing to work the Open Order Report lead to excessive Outlook emails?

Unaddressed items on the report drive the business team or customer to send email queries instead of seeing updates in Salesforce.

What regular document should the CSR use to prevent escalation and reduce case volume?

The customer’s weekly Open Order Report, worked continuously, not just before the customer call.

List two benefits of offering exchanges to the customer whenever possible.

(1) Units ship sooner, reducing backlog and TAT impact; (2) Fewer open cases and greater customer satisfaction.

Why is continuous learning across Spares, R&O, and Exchange important for a CSR’s job security?

Broader capability makes the employee more valuable and less likely to be affected by head-count reductions.

Which gate generates the CAFE analytical report used for pricing the quote?

Gate 1 during teardown analysis.

When does the CSR typically see part shortages identified?

After the unit reaches Gate 2 and parts are pulled for repair.

What two actions should a CSR take immediately after a unit is flagged with part shortage?

(1) Check for exchanges (Z104); (2) Review MD04 to understand planned part receipt dates and update the customer.