TRUST（Troubleshooting by Unified QA station).
The system is intended to improve the product quality of a whole group, enhance the service quality, and make service operations more efficient, by promptly understanding a problem of the market quality and taking a quick action.
Reduction of Information Input Load on the System
The system alleviates workload of users (service engineers, in particular) to input information and builds a mechanism for searching a previous similar case to provide the users with the information.
Flexible Mechanism to Follow Market Changes
The system provides a mechanism that can follow any change in market Field Issue information and any change in the Field Issue information depending on product characteristics.
Visualization of Progress Situation of Handling
The system categorizes the market Field Issue information or Issue information according to urgency, and circulates it to those concerned who have been predefined by the authority setting, in accordance with the work flow. The system manages how the information is handled to facilitate reduction of the lead time in handling.
|
Incident/cause |
Open a TRUST call ? |
Comment |
|---|---|---|
|
Product issue (unresolved locally) |
Yes |
Select concerned product and collect all (already) executed measures |
|
Feature request (= Change Request (CR)) |
No |
Change Request (CR) to marketing |
|
Question which can be answered in a phone call |
On request |
Call HQ specialist
|
|
Field Safety Issue (FSI) |
Yes |
|
|
Field Environmental Issue (FEI) |
Yes |
|
|
Inquiries for LFG or TDS |
Yes |
|
|
For all support request, which in the past were sent to the support mailboxes, a TRUST call has to be opened |
Yes |