N42 Service Center Hardware and Software Repair
Analysis Meetings
2008-02-08 -- Held the meeting among consultants and team members / manager. Board notes are attached to this page.
2008-05-15 -- Reviewing role of the billing process.
2008-06-11 -- document N42 Service Center Findings and Recommendations from our current level of understanding. Action: corroborate with the team and settle on recommendations to implement.
2008-06-20 -- discuss the materials on hand with the HW team (Jake, Aaron, John, along with Barb, Don, Anne, and Rob. Take-aways from that meeting recorded here.
Overall Goal -- to understand...
- how many cases ...
- of which type of repair, (warranty or not)
- for which vendors (apple, lenovo, dell, etc.)
- take how much time by our consultants
- vs how much are we getting back in reimbursements or direct payments
To aid our understanding, we have available:
- Case records from RT, where details of the work are recorded
- Detailed transcation report records from SAP, where the reimbursements and direct payments are tracked.
RT requirements -- to reliably ...
- attribute the Vendor involved in each case
- attribute the Warranty status to each case
- attribute the Time Worked per case
SAP requirements -- to reliably ...
- distinguish Overhead for Repair-related transactions
- tie repair transactions back to the related case number.
to Resolve, then ...
How to use the billing process to effectively link the RT representation and the SAP representation of each ticket.