DCMS Windows Application User Manual on Complaint and Inspection Management

DCMS Windows Application

User Manual

On

Complaint and Inspection Management

Version 1.0

Notice
This is a controlled document. Unauthorized access, copying, replication or usage for a purpose other than for which it is intended, are prohibited.
All trademarks that appear in the document have been used for identification purposes only and belong to their respective companies.
Copyright: HPCL 2010

Contents

1.Introduction

1.1.Purpose

1.2.Related Processes:

2.Complaint Management

2.1.Create Complaint

2.2.Search Complaint

3.Inspection

3.1.Inspection Request

3.2.Search Inspection

List of figures

Figure 1: Screen for Creating Complaint

Figure 2: Screen after clicking Fetch by providing the Consumer No.

Figure 3: Screen showing the system generated Complaint No. (circled red) on clicking Save

Figure 4: Screen showing the Complaint Status field in active mode

Figure 5: Screen showing the ‘Allocate To Mechanic’ field active and mandatory in Allocated status

Figure 6: Screen when Complaint Status Allocated is saved successfully

Figure 7: Screen after changing the Complaint Status to Resolved

Figure 8: Screen When Status is Resolved

Figure 9: Screen after saving the Resolution record

Figure 10: Screen after changing the complaint status to Closed

Figure 11: Screen showing a pop-up while saving the closing details of a complaint

Figure 12: Screen after closing details saved successfully

Figure 13: Screen for Search Complaint

Figure 14: Screen for Search Complaint with Sample Inputs.

Figure 15: View/Modify Complaint Registration screen which opens from the Search Complaint screen

Figure 16: Screen for Inspection Request, status is open

Figure 17: Screen after clicking Fetch by providing the Consumer No.

Figure 18: Pop-up showing successful insertion of the records

Figure 19: Screen after saving successfully, the Inspection Status field in active mode

Figure 20: Screen when Inspection Status is Allocated

Figure 21: Screen after saving the details of Inspection Status ‘Allocated’

Figure 22: Inspection Request screen for ‘Closed’ status

Figure 23: Screen after saving the closing details of an Inspection

Figure 24: Inspection Request screen for Inspection Status 'Cancelled'

Figure 25: Screen when Status is Cancelled

Figure 26: Screen for Search Inspection Request

Figure 27: Screen for Search Inspection Request with Sample Inputs.

Figure 28: View/Modify Inspection Request screen which opens from the Search Inspection screen

1.Introduction

DCMS is a system, demanded by HPCL management to remain leader in LPG business in India. This Complaint and Inspection Management manual will help you in getting acquainted with the complaint and inspectionmanagement procedures in the system.

1.1.Purpose

A consumer can lodge a complaint regarding any issue. The issue may be related to the services of a distributor or may be related to instruments like gas, stove etc. This manual deals with the following operations:

  • Complaint Management
  • Create Complaint
  • Search Complaint
  • Inspection
  • Inspection Request
  • Search Inspection Request

1.2.Related Processes:

Complaint Management

  • Registration of a complaint.
  • Allocation of the complaint to a mechanic.
  • Resolving the complaint.
  • Closing the complaint.
  • Searching the complaint.

Inspection

  • Inspection initiation.
  • Allocation of the inspection to a mechanic.
  • Cancellation of the inspection if required.
  • Closing the inspection.
  • Searching inspection.

2.Complaint Management

Complaint management deals with all sorts of receiving, storing and processing of all sorts of service related complaints from the consumers. Complaint management is undertaken using two screens:

  • Create Complaint
  • Search Compliant

2.1.Create Complaint

The consumer can lodge complaint against any issue by the distributor through this screen. It will open by clicking Complaint Registration under Complaint Management module:

Figure 1: Screen forCreating Complaint

Fields

Name / Input Field / Description
Consumer no / Y / The distributor will enter the consumer no to register the complaint or he can select the consumer no from the LOV.
Complaint no / N / The complaint no of the consumer. It is auto-generated and it will be displayed after saving the complaint registration.
Complaint Date / N / The date of the complaint registration of the customer. It is the system generated date.
Complaint Status / Y / The status of the complaint. It is either open, allocated, resolved or closed.
Complaint Type / Y / The type of the complaint must be entered. The complaint type includes delay in order booking, gas leakage, knob not working, rubber tube damage, regulator damage, regulator not working, etc
Complaint Description / Y / The description of the complaint must be outlined.
Actual close date / N / The closing date of the complaint.
Allocate to Mechanic / N / It is enabled only when the complaint status is allocated.
Resolution Code / N / It is enabled only when the complaint status is resolved. The resolution code value is either return or sale.
Resolved Date and Time / N / The resolved date and time of the complaint. It is enabled only when the complaint status is resolved.
Resolution Remarks / N / The resolution remark of the consumer is entered here. It is enabled only when the complaint status is resolved.
Payable / N / The repair made against the damage may incur some cost. This field outlines whether the repair is payable or not.
Amount / N / The amount incurred in repair done against the complaint.

Buttons

Name / Enabling Condition / Event / Event Detail
Fetch / When the complaint registration screen opens. / Fetch the consumer details. / After specifying the consumer no, distributor should click on Fetch button to fetch the details of the consumer.
Save / When the complaint registration is created. / Create a new complaint registration. / Distributor should click on the Save button after filling all the complaint details of the consumer. If registration is successful then it will show a pop up, saying ‘complaint registration done successfully.
Close / Enabled always in this page / Close the screen. / Distributor should click on Close button if he want to close this screen

The steps to Register a Complaint is as follows:

  1. Enter the Consumer No. or press F9 to get it from the LOV screenand then click Fetch button. The Consumer Name gets fetched from the database, theComplaint Date andTime is set to the current system date and time and the Complaint Status is set to Openand the field is inactive.

Note:

When the complaint is created the status of the complaint will be Open. Under the open complaint status ,the complaint type like gas leakage, knob not working, rubber tube damage, regulator damage, etc is selected by the distributor from the drop down menu of complaint type field and the description of the complaint are specified in the complaint description field by the distributor.

Also the system fetches from the database details of the Last Three Complaints for the given Consumer No.

Figure 2: Screen after clicking Fetch by providing the Consumer No.

  1. Then it is required to specify the Complaint type and Complaint Description. Then a click on the Save button saves the complaint to the database. A Complaint No. is also generated.

Figure 3: Screen showing the system generated Complaint No. (circled red) on clicking Save

  1. On clicking ‘OK’ in the above pop-up, the Complaint Status field will get activated as shown in the screen below:

Figure 4: Screen showing the Complaint Status field in active mode

  1. On changing the Complaint Status to Allocated, the ‘Allocate To Mechanic’ field will be activated and becomes mandatory to be specified as shown in the screen below:

Figure 5: Screen showing the ‘Allocate To Mechanic’ field active and mandatory in Allocated status

  1. Under the allocated complaint status, the complaint of the consumer is allocated to the mechanic. For this select one of the mechanics from the drop down ‘Allocate to Mechanic’ and click Save. You will be displayed the following screen:

Figure 6: Screen when Complaint Status Allocatedis saved successfully

  1. Once the mechanic resolves the problem, the status is set to Resolvedand the Resolution Code and Resolution Remarks fields get activated where the Resolution Code becomes mandatory as shown in the screen below:

Figure 7: Screen after changing the Complaint Status to Resolved

  1. Resolved:Under the resolved complaint status, the following things are needed to be entered by the distributor:

Resolution code- It is a drop down menu whose value is either return or sale.

Resolution remarks- The remarks about the resolution of the complaint is entered by the distributor.

Resolution date and time- The date and time on which the complaint will be resolved is specified by the distributor.

Payable amount- If any expenses incurred in the repair against any damage occurred then the amount are to be specified under this field.

Figure 8: Screen When Status is Resolved

  1. On clicking Save you will get the following screen after successful pop-up message:

Figure 9: Screen after saving the Resolution record

  1. Finally the status is changed to Closedwhen it gets resolved. On modifying the status to Closed, the following screen will appear:

Figure 10: Screen after changing the complaint status to Closed

  1. Mention the Actual Closing Date and Time and click Save. You will get the following screen with a pop-up message:

Figure 11: Screen showing a pop-up while saving the closing details of a complaint

  1. On clicking ‘OK’ in the above pop-up, the following screen will appear:

Figure 12: Screen after closing details saved successfully

  1. Click Clear for another complaint registration and Closeto exit from the screen.

2.2.Search Complaint

Complaint records can be looked up in the database and displayed to the user through this screen.

Figure 13
: Screen forSearch Complaint

Fields

Name / Input Field / Description
Consumer No. / Y / The distributor should enter the consumer no. for which he/she wants to search for.
Complaint No. / N / Distributor should enter the complaint no which has been generated at the time of complaint registration.
Complaint Status / N / Distributor should select the complaint status of the complaint for which he wants to see the details.
Complaint Type / N / The distributor can query all the complaints having a particular complaint type like delay in order booking, gas leakage, knob not working, rubber tube damage, regulator damage, regulator not working, etc. So distributor should select one of the complaints type from the drop down list.
From date and To date / N / The starting date and the end date during which the complaints are to be searched.
List of complaints / N / It displays the details of the complaints in a table.

Buttons

Name / Enabling Condition / Event / Event Detail
Search / When searching any complaint. / Search complaints according to consumer wise, date wise, complaint status wise and complaint type wise. / Distributor should click on search button to query about the complaints of the consumer according to consumer wise, date wise, complaint status wise and complaint type wise.
Clear / Always enabled in this page / Clear the fields. / Distributor should click on Clear button if he wants to clear any field.
Close / Always enabled in this page / Close the screen. / Distributor should click on Close button if he wants to close this screen.

Steps for searching:

  1. The database can be looked up for complaint records using any of the following inputs:
  • Consumer No.
  • Complaint Type
  • Complaint No.
  • Complaint Status
  • From Date and To Date

Providing a combination of more than one of the above inputs can refine the search results further.

  1. Provide any of the search criteria and clickSearch, the search hits corresponding to the given inputs are displayed in the table provided in the screen along with their details. In this table the Complaint No.remains hyper-linked.

The following screen shows a Complaint Status based Complaint Search:

Figure 14: Screen for Search Complaintwith Sample Inputs.

  1. On clicking each entry, the details of the complaint appear in the View/Modify Complaint Registration screen shown below:

Figure 15: View/Modify Complaint Registration screen which opens from the Search Complaint screen

  1. The complaint details can be modified and updated in the View/Modify Complaint Registration screen. The fields can be cleared for another search using the Clear button or it can be exited using the Close button.

3.Inspection

Inspection involves processes involved with checking of products to ensure both security of the consumer as well as Quality-of-Service. Inspection is undertaken through two screens:

  • Inspection Request
  • Search Inspection

3.1.Inspection Request

This screen is used to process an Inspection Request right though receiving, storing, processing and closing of the request.

Figure 16: Screen forInspection Request,status is open

Fields

Name / Input Field / Description
Inspection no / N / The inspection no of the consumer. It is auto-generated and it will be displayed after saving the inspection request registration.
Transaction date / N / The distributor should enter the date of the transaction of the inspection to be done.
Inspection status / N / The distributor should specify the status of the inspection from the drop down menu whether it is open, allocated, resolved and closed.
Preferred Inspection date / N / The distributor should enter the preferred inspection date to be done.
Time / N / The distributor should enter the time of the inspection to be done.
Inspection type / N / The distributor should specify the type of the inspection from the drop down menu whether it is mandatory/ multi cylinder inspection.
Consumer no / Y / The distributor will enter the consumer no to fetch the details of the consumer or he can select the consumer no from the LOV list (loss of value).
House/Building no / N / House/building no of the consumer is fetched by clicking on the fetch button by the distributor.
Area / N / Distributor should click on the fetch button to get the area, where the consumer’s address belongs.
Street name / N / Distributor should click on the fetch button to get the street or locality of the consumer.
City/town / N / Distributor should click on the fetch button to get the city or town of the consumer.
State / N / Distributor should click on the fetch button to get the state of the consumer.
Pin code / N / Distributor should click on the fetch button to get the pin code of the consumer.
Last rubber tube change date / N / The distributor should mention the specific date on which the last change in the rubber tube.
Mechanic / N / The distributor should allocate the mechanic to the concerned consumers facing any sort of problem.
Actual Inspection date / N / The actual inspection date of the inspection to be done is entered into the database.
Stop supply / N / The distributor should specify whether the further supply to the consumer is to be stopped by checking on the yes/no radio button.
Inspection remarks / N / The remarks regarding the inspection process is to be outlined by the distributor in details.
Last inspection
details / N / Inspection no, inspection date and mechanic attended
Cancellation reason / N / The distributor should specify the cancellation reason from the drop- down menu.
Cancellation remarks / N / The distributor should enter the remarks for the cancellation of the inspection done.

Buttons

Name / Enabling Condition / Event / Event Detail
Fetch / When fetching the consumer details. / Fetch the consumer details. / After specifying the consumer no, distributor should click on Fetch button to fetch the details of the consumer for whom a inspection request is to be saved.
Save / After fetching the consumer details and when the inspection request is created. / Create a new inspection request. / Distributor should click on the Save button after filling all the inspection details of the consumer for creating a inspection request.
Clear / Always enabled in this page / Clear the fields. / Distributor should click on Clear button if you want to clear any field.
Close / Enabled always in this page / Close the screen. / Distributor should click on Close button if he wants to close this screen.

The process involved in the processing of an Inspection request is as follows:

When a new inspection request is created, the status of the inspection will be ‘Open’.

  1. Enter the Consumer No.or press F9 to get it from the LOV screen, the Consumer Name, Consumer Address Details as well as the Last Three Inspection Requests by the same consumer are fetched from the database as shown in the following screen:

Figure 17: Screen after clicking Fetch by providing the Consumer No.

  1. The Preferred Inspection Date, Time and the Inspection Type have to be provided. Thereafter, click on Save registers the Inspection Request as shown in screen below:

Figure 18: Pop-up showing successful insertion of the records

  1. The Inspection Status field gets activated after saving so that the status can be modified as shown in the following screen:

Figure 19: Screen after saving successfully, the Inspection Status field in active mode

  1. In the first step of processing the request, assign it to a Mechanicby setting the status to Allocated. On changing the status to Allocated, the Mechanic field gets activated as shown below: