inspire. transform. achieve

inspire. transform. achieve.

PowerHelp V 8.3

2PowerHelp V8.3 - April 2005

Starting up your PowerHelp V8.3

This presentation give a overview of

Startup of PowerHelp V8.3

Set up of your PowerHelp V8.3

Changes in the HE forms

New application features


Starting up your PowerHelp V8.3

Start-up of the PowerHelp V8.3http://experthelp.agfa.net/powerhelp/default_expert_home.html

Click on Experthelp to startup


Logging to PowerHelp V8.3


Forgot your password?

Press on the button

Press on the button, and you will received an email with a new password in your mail box.


PowerHelp V8.3


Customizing your PowerHelp! Go to My PowerHelp / Preferences / Main Information

Download the plug-in:

View reports

XP extensionEnable: View

reports

XP extension


Customizing your PowerHelp!

Printing PowerHelp files

Down load “Report Plug-in”

Enable the “Plug-in to view reports”

Exporting PowerHelp files to excel

Down load “Office 2000/XP extensions”

Enable the “Office 2000/XP extensions”


Customizing your PowerHelp! Go to My PowerHelp / Preferences / Startup screen

Select a startup screen:

- My Queue


Customizing your PowerHelp! Go to My PowerHelp / Preferences / Main Menu

Buddies tab definition:

The buddies tab in the startup screen can be set to see:

- all CSR’s active in the system

- all CSR ‘s active of your action group

- all CSR’s active of the actions groups you belong to.


Your PowerHelp V8.3

Buddies Tab


CSR queue options CSR Queue options, customizing your task indicators?

Related icons to the task indicators


CSR queue options CSR Queue options, customizing your task indicators?

Task indicators:

This indicators max. 10 indicators can be predefined, the icons will becomes visible in the cases in your work queue.

Plan indicators:

This indicators 2 indicators can be predifined and will be visible in the s plan task in work queue

Save as default for profiles, when enabled the setting will be applied to all profiles.


CSR queue options Available Task Indicators:

View Activity Log Action Appointment (= plan task) Cancel Reassign Subscribe Mini-Projects Auto-assign Send Email Contractual Response date is late Contractual Resolution date is late Related Appointments (including the indication how many

related appointmentsand the possibility to show an overview) Linked Calls (including the possibility to show an overview) Site Centre


Registration of a complaint Open a complaint form

Consumable, equipment or softwre Fill-out the complaint form Basic Form is equal for all complaints The position of the tabs are different per type of complaint


Registration of a complaint

Entry of a complaint Chosing the correct form depended of the type of

complaint you have! HE Consumable

This form is used to complaint all consumable product issues in the field

HE Equipment This form is used to complaint all equipment product issues

in the field HE Software

This form is used to complaint all software product issues in the field


Registration of a complaint Registration of a complaint

The Issue owner field is new and indicated the real issue owner.



Mandatory fields (Red market) Main information

Site information Customer contact information

This fields need to be filled out before saving if not you will receive a warning.

Remark: be carefully when you clear the site information, all other mandatory field are not cleared automatically.

This information is dawnloaded out of the Agfa legacy system SMS SAP Others



Mandatory fields (Red marked) Equipment

Type number Serial #

Consumable M - ABC code Emulsion / Batch #

Software Softwere model Software version Etc.


Registration of a complaint Mandatory fields (Red marked)

Problem descr and costs Detailed problem description Action Group Please try to fill-in the problem description as good as possible, so

people have a good understanding of the problem. Fill-in the problem description in English, so everybody can

understuud. Checking the completeness of the description is a task for the

complaint co-ordinator in the country. Important:

A good problem description can be influence the resolution time of a complaintin a positive way. Detailed and accurate information is a necessity in complaint handling.



Mandatory fields (Red marked) Codes

Symptom codes Class Machine type Category Code

Fields to be filled-in By closing (Blue marked) Non mandatory fields (Black marked)

In all tab’s This field are not necessary to be filled out before saving the

complaint, but it will be very nice to have this field. All additional information can be helpful to handle the issue.


Registration of an issue Complaint Type


Registration of a complaint Important fields

Type of complaint Complaint

Normal complaint procedure applied Complaint D + H

Fire, Flames, Smell, Smoke, Death, Serious Injury, Safety Hazard, Unnecessary Procedure or Biopsy, Image Loss, Data Corruption

Complaint DOA Complaint Dead On Arrival



Important fields

Severity levels in Powerhelp Minor Important

Standard level Urgent Critical seriuos

Highest level always used in case of a complaint D & H


Registration of a complaint Complaint D & H



Complaint D & H

What’s a D&H complaint Fire, Flames, Smell, Smoke, Death, Serious Injury, Safety Hazard, Unnecessary Procedure or Biopsy, Image Loss, Data Corruption

A D&H complaint needs always escalated immediately to Headquarter, and will be treated on a special and urgent way in HQ


Registration of a complaint Assigning of the complaint



CSR Customer service representative This is an individual person, a member of an action

group with a certain user profile and privileges. Action group

This is a groups of CSR bundle in a specify way, per product group, per function, etc.

Structure BG - Location - Business funtion - Role / Authority

eg. HE - EUR - GSCIMPAX - USER



CSR Customer service representative

Security profiles Read - Only

Reading authority USER

Reading authority Creating authority Treating authortity

Co-ordinator Idem as user Closing authority

Sys Admin Idem as Co-ordinator Authority to modify Masterdata



Action group

Action group ( MI - HQ BEL - Curix ) Main co-ordinator

Security profile: Co-ordinator Back-up co-ordinator

Security profile: Co-ordinator Members

Security profile: User


Registration of a complaint Action groups

This functionality give you the possibility to reduce the number of action groups in the list action groups.

New in PH V8.3:

- Favorite action groups


Registration of a complaint Favorise your action groups

Favorizing your actions groups reduce the list of action groups in your lookup list in the complaint.


Registration of a complaint Favorise your action groups

Go to my PowerHelp Select personal data


Registration of a complaint Saving the complaint

CSR ID Assign to your selves

Action group action group is filled-in automaticaly

Agfa contact ID The Agfa employee who’s initiated the issue

sales, service, anybody in the company

Registered by The Agfa employee who’s registered the issue

Issue owner Real owner and responsible of the complaint.



Red marker and new is is disappeared,

complaint saved



Creation of the complaint in PowerHelp!

Complaint is not automatically reassign to the creator of the complaint!!!

Complaint is assign to the Action group or CSR filled in into proper fields in the complaint

Complaint become into the workqueue of the assigned action group (Unassigned) or CSR

Assigned CSR or actions group members receive a mail in lotus notes.


Handling of a complaint Save as Subscribe / Unsubscribe Action Plan Reassign Link Resolve / unresolve Close Cancel Suspend / unsuspend Reopend


Handling of a complaint

Subscribe / Unsubscribe This function give you the possibility to follow-up a complaint

that was reassigned to somebody elseways the info in case of changes at the complaint.

You can after subscribing to a complaint, always Unsubscribe

In my work queue you have a queue “subscribed”.


Handling of a complaint Save as

This function make it possible to convert a complaint into an other complaint type.

To convert a HE equipment into a software complaint, all excisting information will be convert into the new complaint and you can link the previous complaint to the new complaint as a child or parent complaint.

This is normally used when the problem doesn’t fit into the selected complaint type.

Is also used to create a HQ issue out of a excisting complaint. The PowerHelp rules generate an e-mail to the assigned CSR

and the Agfa contact.


Handling of a complaint Save as

Save as used for:

- convert into a other type of complaint

- Create a HQ issue out of a exiting complaint.


Handling of a complaint Action

Log an Activity for the call.

This function gives you the posibility to described an action done in and to documented in the complaint.

All actions are logged in the logfile of the complaint.

Using the action function means that some mandatory fields to filled-in.


Handling of a complaint Action



Plan / appointment Plan a task or appointments to an action group or an

individual CSR’s. When planning a task (appointment), a mail will be

generated automatically to the assigned CSR or to the action group.

As long the assigned person don’t respond, the task stay open into the complaint.

This action is also logged into the logfile of the complaint.


Handling of a complaint Plan task / appointment

Primary CSR is the CSR who’s performed

the plan task or appointment


Handling of a complaint Plan task / appointment

Multiple CSR’s can be added into the plant task or appointment.


Handling of a complaint Plan task or appointment “completed”

Enable the closing mode and some additional text and save and close your appointment.

An email will inform the appointment owner about the closing.


Handling of a complaint REASSIGN

Reassign the complaint to an individual CSR In this case the CSR becomes an email. The complaint becomes visible in the workqueue of the

assigned CSR Reassign the complaint to an action group

In this case the members of the specified action group becomes an email.

The complaint becomes visible in the workqueue of each member of the specified action team as an “new unassigned complaint”

A CSR can reassign the unassigned complaint to himselves and becomes owner of the complaint.



A CSR can reassign the unassigned complaint to his own

Directly out of my workqueue use the reassign icon out of the complaint using the reassign button.

Assigned CSR will see the complaint into his workqueue, as a new complaint or as a new-unassigned complaint when the complaint was assigned to the action group of the CSR.



Text



Link Link a call as Parent or Child existing call. This function is frequently used in Healthcare

When escalate a complaint to HQ we linked the local complaint as child to the relevant HQ complaint.

Multiple complaints related to the same problem, are linked to the a HQ issue.

HQ complaints are really product problems and the quantity of related local complaints gives a weight to the HQ complaint.

This will help the workgroup members in HQ to put a priority onto the complaint.


Handling of a complaint Link



Resolve / Unresolve This is a new functionality in the PH V8.3! Complaint stay open but:

Email notification to all linked complaint SLA clock is stopped (Time stopped) Solution can be documented in the resolve text CSR aware of the solution

“Unresolved” button will appear for calls set to resolved



Resolve / Unresolve


Handling of a complaint Resolve / Unresolve

Reassign for completion: Complete: same function as Close, the complaint will close if all

mandatory field are filled-in.

Reassign: reassign for closing to a CSR or to an action group. The CSR receive an email notification.

Reassign to original CSR, the CSR receive an email notification.

Do nothing, nothing will happen except the status of the complaint change to resolved.



Close Change the status to close, means all actions and timing

related to the call will be closed. See overview in logfile. All mandatory fields (Red and blue marked), closing

information and planned tasks needs to be full filled before you can close the complaint

The resolution text needs to be filled in before you can close the complaint and email notification will sent to the default CSR and the Agfa contact ID.


Handling of a complaint Close


Handling of a complaint Cancel

Change the status of an open call to Cancelled, removing the call from the system.

Cancelling a call can only be done the CSR with the correct profile and security roles.

Suspend This button is not used in Healthcare, the call is not really closed but out of

the statistics (Timing stopped) Re-open

If you are viewing a closed call record, you can reopen it by selecting the Re-open

All CSR’s can reopen a closed call, but a text to justify the ask is mandatory.



Re-open


Handling of a complaint Issue tracking.


Handling of a complaint Full test search

The full text search give the possibility the search for a problem in the detailed problem description and the issue summary.


Handling of a complaint Detailed problem description


Handling of a complaint Issue summary



Powerhelp tools

Powerhelp tools:

- View task history

- send mail

- Add attachment

- Print task

- Change log

- Appointment

- DandH email

- Research

- Add memo



Powerhelp tools Add memo

You can add supplementary information to the compaint in a memo, some side information!!

Add attachment Research

Looking for problem in the knowledge database Appointment (see plan task / appointment) View task change history (detailed logfile) View task history (logfile) Send email Print complaint



Powerhelp tools: Add memo



Powerhelp tools: Add an attachment



Powerhelp Tools: Research


Handling of a complaint Logfile

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23

1


Handling of a complaint Powerhelp Tools: Logfile

(1) Hide for customer: the red cross means that the information on this line is hide for the customer in the customer logfile.

(2) Hide for CSR: the key sign means that the information on this line is hide for the csr in the logfile. (Only accessible by authorized persons)

(3) Problem description is add at the bottom of the logfile.

(4) Excel Icon: activating this is allows you to expert the logfile automaticaly into an excel file.



Powerhelp tools: Send mail

Different predefined templates can be available per type of complaint form.



Powerhelp tools: Print task



Powerhelp tools: DandH email In case of a Damage and hazard complaint with a

severity equal to serious An email can be send directly out of PowerHelp to the

responsible people who will handled the D&H. Sending this email will inform the necessary people

immediately and action can be start as soon as possible.



Powerhelp tools: DandH email



Powerhelp Icons

Powerhelp Icons:

- Added memo’s

- Added attachments

- Linked calls to the complaint

- related plan tasks / appointments



Powerhelp Icons: added memo’s



Powerhelp Icons: added attachment



Powerhelp Icons: linked complaints



View related appointments or plan tasks You will get a list of all related appointments


Handling of a complaint View linked complaints



View attachments


PowerHelp V8.3

Additional information request

Powerhelp Team HealthCare HQ

RSN / GSN Jens Schablitzky

Brendan Tickner

Complaint Office Andreas Seidl

Ronny Vervoort

HealthCare co-ordination Luc Snoeck


PowerHelp V8.3

PowerHelp Guidelines

http://intra.agfanet/sd/gics/index.nsf

First steps guidelines to use Powerhelp

Request form for access to Powerhelp

Manuals PowerHelp V8.3

PowerHelp V 8.3

Thank you

inspire. transform. achieve

Documents

powerhelp v8

plan indicators

type of complaint

complaint formbasic

complaint formconsumable

s plan task

softwarethis form

correct form