work instruction view unit history unit 5 - login pageenginewarranty.kohlernet.com/training/ewr...
TRANSCRIPT
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 1 / 6
Work Instruction
View Unit History Unit 5.01
Purpose
Use this procedure to view unit history in a warranty claim.
Trigger
Perform this procedure when you need to determine if there are open claims for a unit, or if the claim you wish to submit has already been submitted.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have a claim open.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.01
Helpful Hints
None
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 2 / 6
Procedure
Claim Number
1. In the Engine section, click to go to the Unit History screen.
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 3 / 6
Unit History
The system displays unit history in a new window.
2. Click or scroll to the Claims section.
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 4 / 6
Unit History
The system displays all claims for the selected unit.
3. Click on a claim number and click to open the claim and view claim details.
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 5 / 6
Message
If there are potential duplicate claims, the system will display this message. Click
to acknowledge the message and review the claims to determine if they are duplicates.
Title: View Unit History Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0501_PD_EN.DOC Unit: 5.01
Version: Rev 0 Last Modified: 7/18/2008 3:52:00 PM
Work InstructionPage 6 / 6
Claim Number
4. Review claim information as necessary.
Result
You have completed this transaction. You have viewed unit history in a warranty claim.
Comments
None
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 1 / 12
Work Instruction
Add Labor to a Claim Unit 5.02
Purpose
Use this procedure to add labor to a warranty claim.
Trigger
Perform this procedure when you need to add labor to any type of claim.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have a claim open.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.02
Helpful Hints
None
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 2 / 12
Procedure
Claim Number
1. Click in the header or scroll to the Labor Operations section.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 3 / 12
Claim Number
2. Click to activate related fields.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 4 / 12
Claim Number
3. Click in the Job Category * field to display a list of job categories.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 5 / 12
Job Category List
4. Select the appropriate category.
5. Click to transfer the information to the appropriate field.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 6 / 12
Claim Number
6. Click in the Job Number * field to display a list of job numbers.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 7 / 12
Job List
7. Select the appropriate number.
8. Click to transfer the information to the appropriate field.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 8 / 12
Claim Number
• The Job Description field is populated from the selected Job Number.
• The prescribed work duration is defaulted to the Flat Rate Labor Hours field.
9. In the Requested Labor Hours * field, enter the requested labor hours.
If the requested labor hours exceed the default flat rate labor hours, the system displays the following message.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 9 / 12
Message
10. As required, click and justify the request for additional hours.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 10 / 12
Claim Number
11. Click to update the claim and verify that labor operations have been added
12. Repeat steps 3 through 11 for additional labor operations.
To add Miscellaneous Labor, perform steps 13 through 16.
13. In the Job Number field, enter 9999.
14. Press the [Tab] key.
15. In the Miscellaneous Labor Description * field, enter a brief description of the labor operation.
16. Click to update the claim and verify that labor operations have been added.
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 11 / 12
Claim Number
• The Requested Labor and Accepted Labor fields are calculated automatically based on the hours requested and the service entity’s labor rate.
• The system shows that labor operations have been added to the claim.
Result
You have completed this transaction. You have added labor to a warranty claim.
Comments
None
Title: Add Labor to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0502_PD_EN.DOC Unit: 5.02
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 12 / 12
This page is intentionally left blank.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 1 / 8
Work Instruction
Add Parts to a Claim Unit 5.03
Purpose
Use this procedure to add parts to a warranty claim.
Trigger
Perform this procedure when you need to add parts to any type of claim.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have a claim open.
• You are in the Parts section of the claim.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.03
Helpful Hints
None
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 2 / 8
Procedure
Claim Number
1. Click to activate fields in the Parts section.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 3 / 8
Claim Number
2. In the Part Number * field, enter a part number or partial part number. Example: 24 522 308
The system recognizes partial part numbers and automatically retrieves a listing of matching part numbers.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 4 / 8
Parts
Click or to view additional pages of part numbers.
3. Click a Part Number to select it.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 5 / 8
Parts
4. Click to populate the selected part number to the claim.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 6 / 8
Claim Number
5. Change the quantity in the Quantity * field if required.
6. Click to refresh the screen.
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 7 / 8
Claim Number
The system shows the part and the price for the part added.
7. Repeat steps 1 through 6 to add additional parts.
Result
You have completed this transaction. You have added parts to a warranty claim.
Comments
None
Title: Add Parts to a Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0503_PD_EN.DOC Unit: 5.03
Version: Rev 0 Last Modified: 7/18/2008 3:53:00 PM
Work InstructionPage 8 / 8
This page is intentionally left blank.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 1 / 22
Work Instruction
Create a Warranty Claim Unit 5.04
Purpose
Use this procedure to create a warranty claim.
Trigger
Perform this procedure when you need to create a warranty claim.
Prerequisites
You are logged in to the Engine Warranty System.
Transaction Code
Unit 5.04
Helpful Hints
• Press the [Tab] key to move to successive fields and validate previously entered information.
• Any field with a red asterisk is a required field.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 2 / 22
Procedure
Home
1. Point the cursor at the drop-down arrow next to Warranty.
Do not click the drop-down arrow; the options will disappear.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 3 / 22
Home
The drop-down which appears gives the option to select New Claim or Draft Claims.
• New Claim is used to start a new warranty claim.
• Draft Claims is used to view and complete unfinished warranty claims.
2. Select to open the New Claim Wizard.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 4 / 22
New Claim Wizard: Select Claim Type
Claim Type Description
Warranty Repair (Regular Warranty Claim)
Use to create and submit a standard warranty claim for a customer or store unit.
Policy Adjustment (Customer Relations, Non-Warranty)
Use to create a warranty claim for repairs outside the warranty guidelines authorize by the factory or Central Distributor.
90 Day Replacement Part Warranty Use to create a warranty claim for parts installed on an engine which failed within the 90-day warranty period.
New Defective Service Parts Inventory Use to create a warranty claim for parts from inventory which are not installed on an engine.
3. Select .
4. Click to proceed.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 5 / 22
New Claim Wizard: Select Engine Serial Number Availability
5. Select the applicable option.
• Selecting Yes and populating the serial number field will automatically populate the remaining required engine information fields.
• Selecting No requires manual input of engine model number, spec number and engine family.
6. Click to proceed.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 6 / 22
New Claim Wizard: Provide Engine Serial Number
If you selected No in Step 5, you will be required to enter information in Step 12.
7. If you selected Yes, enter the serial number. Example: 3408516461
8. Click to proceed.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 7 / 22
Claim Number
The header of the wizard contains links for each section of the Warranty Claim. You may scroll to successive sections or click the links in the header to go to the sections directly.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 8 / 22
Claim Number
The Type field defaults from the selection made in step 3; you may click the drop-down and change the warranty type if required.
• Reference Number is for a work order number.
• Case Number is given by Kohler service personnel as a call log reference.
• Work Unit is assigned if there is a rework number by Kohler Co. involved.
9. Click in the Accepted Approver Type field and select the appropriate option.
This field is only required if authorization is required from the Central Distributor or Factory for policy adjustments, short-block, mini-block or complete engine repairs.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 9 / 22
Claim Number
The choice made in the Accepted Approver Type field determines which Accepted Approver field is activated.
10. Enter the Accepted Approver name in the activated field.
11. Click or scroll to the Engine section.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 10 / 22
Claim Number
12. Verify that the information is correct.
Field Name R/O/C Description
True Model Number C True model number of the engine
Specification Number C Specification number
The required fields in this section are populated if you selected Yes in Step 5 and entered the serial number in Step 7.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 11 / 22
13. As required, complete/review the following fields in the Equipment field:
Field Name R/O/C Description
Line* R Equipment line name
Example: Exmark
Other Line C Equipment line name
This field is required if you select Other in the Line field.
Model O Model number
Example: XT145
Application * R Equipment Application
Example: Welder
Serial Number O Serial number
Example: 1234567
14. Click or scroll to the Customer section.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 12 / 22
Claim Number
15. Select if applicable.
16. As required, complete/review the following fields:
Field Name R/O/C Description
Customer Type R Customer type description
Example: Commercial
Is Customer the Original Owner?
R Select appropriate answer
Example: Yes
First Name C Customer first name
Last Name C Customer last name
Though not marked with an asterisk, complete either the First Name/Last Name or the Company fields.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 13 / 22
Field Name R/O/C Description
Company C Company name
17. Complete customer information in all required fields.
All fields with a red asterisk are required.
18. Click or scroll to the Dates / Hours section.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 14 / 22
Claim Number
19. Complete the Purchase Date, Failure Date and Repair Date fields using the calendar icons.
20. Enter the engine hours and indicate if the hours are actual or estimated.
21. Click or scroll to the Failure section.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 15 / 22
Claim Number
22. In the Defective Part Number field, enter the defective part number or click to generate a parts list for the selected equipment.
23. Click in the Failure Code field and select the appropriate failure code.
24. Click in the Technician field to choose a technician.
25. In the Complaint, Cause and Correction fields, enter complete and detailed descriptions.
26. Click or scroll to the Labor Operations section.
27. Add labor as described in the Add Labor to a Claim work instruction.
28. Repeat steps 27 for additional labor operations.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 16 / 22
Claim Number
When labor information is complete, the system generates an itemized list.
29. Click to refresh information or to delete a job.
30. Click or scroll to the Miscellaneous Expense section.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 17 / 22
Claim Number
You may only enter expense in fields designated (Experts Only) if your service entity is Kohler-certified expert Service Entity.
31. If qualified, enter time in the Diagnostic Hours field.
32. As required, complete/review the following fields:
Field Name R/O/C Description
Miles/Kilometers C Pickup/delivery mileage
Inbound (FOB & Inbound Shipping Charges)
C Freight charges
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 18 / 22
Field Name R/O/C Description
Miscellaneous R Charges incurred outside the submitting shop; e.g. Machining
To claim Miscellaneous charges, an explanation in the Comment section and receipt of work is required.
Example: 30.00
Miscellaneous Description *
R Miscellaneous charge description
Example: Machine shop
33. Click or scroll to the Parts section.
Claim Number
34. Add parts as described in the Add Parts to a Claim work instruction.
35. Click to view options for the claim.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 19 / 22
Claim Number
Select Request Pre-authorization if this is an out of warranty repair or any repair which requires Central Distributor authorization.
36. Click to submit a claim.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 20 / 22
Message
37. Click to submit the claim.
Message
38. Click to acknowledge the message.
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 21 / 22
Claim List
Result
You have completed this transaction. You have created a warranty claim.
Comments
None
Title: Create a Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0504_PD_EN.DOC Unit: 5.04
Version: Rev 0 Last Modified: 7/18/2008 3:55:00 PM
Work InstructionPage 22 / 22
This page is intentionally left blank.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 1 / 26
Work Instruction
Create a Policy Adjustment Claim Unit 5.05
Purpose
Use this procedure to create a policy adjustment warranty claim.
Trigger
Perform this procedure when you need to create a policy adjustment warranty claim.
Prerequisites
• You are logged in to the Engine Warranty System.
• Policy adjustment claims must be approved by a Central Distributor. No labor will be allowed.
• Policy adjustments for engines, longblocks, shortblocks and mini-blocks must by submitted by a Central Distributor.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.05
Helpful Hints
• Press the [Tab] key to move to successive fields and validate previously entered information.
• Any field with a red asterisk is a required field.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 2 / 26
Procedure
Home
1. Point the cursor at the drop-down arrow next to Warranty.
Do not click the drop-down arrow; the options will disappear.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 3 / 26
Home
2. Select to open the New Claim Wizard.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 4 / 26
New Claim Wizard: Select Claim Type
3. Select .
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 5 / 26
New Claim Wizard: Select Engine Serial Number Availability
4. Select the applicable option.
5. Click to proceed.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 6 / 26
New Claim Wizard: Provide Engine Serial Number
If you selected , go to step 6; if you selected , go to step 9.
6. Enter the serial number in the blank field. Example: 3415708021
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 7 / 26
Claim Number
• Reference number is for a work order number.
• Case number is given by Kohler service personnel as a call log reference.
• Work Unit is assigned if there is a rework number by Kohler Co. involved.
7. Click in the Accepted Approver Type field and select the appropriate option.
The choice made in the Accepted Approver Type field determines which Accepted Approver field is activated.
8. Enter the Accepted Approver name in the activated field.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 8 / 26
Claim Number
9. If you did not enter the serial number in step 6, complete/review the following fields:
Field Name R/O/C Description
True Model Number C True model number
Specification Number C Engine specification number
10. Click or scroll to the Equipment section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 9 / 26
Claim Number
11. Complete/review the required fields.
12. Click or scroll to the Customer section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 10 / 26
Claim Number
13. Select if applicable.
14. As required, complete/review the following fields:
Field Name R/O/C Description
Customer Type R Customer type description
Example: Commercial
Is Customer the Original Owner?
R Select appropriate answer
Example: Yes
First Name C Customer first name
Last Name C Customer last name
Though not marked with an asterisk, either the First Name/Last Name fields or the Company field are required.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 11 / 26
Field Name R/O/C Description
Company C Company name
15. Complete/review the required fields.
Although not marked with an asterisk, you must complete either the Customer First Name / Last Name fields, or the Company field.
16. Click or scroll to the Dates / Hours section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 12 / 26
Claim Number
17. Complete the required Date fields using the calendar icons.
18. Enter the engine hours and indicate if the hours are actual or estimated.
19. Click or scroll to the Failure section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 13 / 26
Claim Number
20. In the Defective Part Number field, enter the defective part number or click to generate a parts list for the selected equipment.
21. Click in the Failure Code field and select the appropriate failure code.
22. In the Complaint, Cause and Correction fields, enter complete and detailed descriptions.
23. Click or scroll to the Labor Operations section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 14 / 26
Claim Number
24. Click to activate related fields.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 15 / 26
Claim Number
25. Add labor as described in work instruction Add Labor to a Claim.
26. Click or scroll to the Parts section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 16 / 26
Claim Number
27. Click to activate fields in the Parts section.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 17 / 26
Claim Number
28. Add parts as described in work instruction Add Parts to a Claim.
29. Click to view possible actions for the claim.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 18 / 26
Claim Number
30. Click to submit the claim.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 19 / 26
Claim Number
The system prompts you to complete any required fields which have been missed.
31. Complete/review the fields identified by the system.
32. Click to view options.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 20 / 26
Claim Number
33. Click to submit the claim.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 21 / 26
Message
34. Click to submit the claim.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 22 / 26
Claim Number
If the system prompts you to request pre-authorization, perform the following steps.
35. Click to choose the next action.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 23 / 26
Claim Number
36. Select .
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 24 / 26
Message
37. Click to request pre-authorization.
Message
38. Click to acknowledge the message.
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 25 / 26
Claim List
The system places the claim in the folder located at Claims Pending Pre-Authorization.
Result
You have completed this transaction. You have created a policy adjustment warranty claim.
Comments
None
Title: Create a Policy Adjustment Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0505_PD_EN.DOC Unit: 5.05
Version: Rev 0 Last Modified: 7/18/2008 3:57:00 PM
Work InstructionPage 26 / 26
This page is intentionally left blank.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 1 / 8
Work Instruction
Create a 90-Day Parts Warranty Claim Unit 5.06
Purpose
Use this procedure to create a 90-day parts warranty claim.
Purchase and Repair dates must fall within a 90 day window.
Trigger
Perform this procedure when you need to create a claim within 90 days of the purchase of a unit.
Prerequisites
You are logged in to the Engine Warranty System.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.06
Helpful Hints
• Press the [Tab] key to move to successive fields and validate previously entered information.
• Any field with a red asterisk is a required field.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 2 / 8
Procedure
Home
1. Point the cursor at the drop-down arrow next to Warranty.
Do not click the arrow; the options will disappear.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 3 / 8
Home
2. Select to open the New Claim Wizard.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 4 / 8
New Claim Wizard: Select Claim Type
3. Select .
4. Click to continue.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 5 / 8
New Claim Wizard: Select Engine Serial Number Availability
5. Select the applicable option.
6. Click to proceed.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 6 / 8
New Claim Wizard: Provide Engine Serial Number
If you selected , go to step 7; if you selected , go to step 9.
7. Enter the serial number in the blank field. Example: 3415708021
8. Click to proceed.
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 7 / 8
Claim Number
9. Complete the claim as described in work instruction Create a Warranty Claim.
Ensure that the dates in the Dates / Hours section are within 90 days of each other.
Result
You have completed this transaction. You have created a 90-day parts warranty claim.
Comments
None
Title: Create a 90-Day Parts Warranty Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0506_PD_EN.DOC Unit: 5.06
Version: Rev 0 Last Modified: 7/18/2008 3:59:00 PM
Work InstructionPage 8 / 8
This page is intentionally left blank.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 1 / 12
Work Instruction
Create a Service Parts New Inventory Claim Unit 5.07
Purpose
Use this procedure to create a service parts new inventory claim.
Trigger
Perform this procedure when you need to create a claim for service parts new inventory.
Prerequisites
You are logged in to the Engine Warranty System.
Transaction Code
Unit 5.07
Helpful Hints
• Press the [Tab] key to move to successive fields and validate previously entered information.
• Any field with a red asterisk is a required field.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 2 / 12
Procedure
Home
1. Point the cursor at the drop-down arrow next to Warranty.
Do not click the arrow; the options will disappear.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 3 / 12
Home
2. Select to open the New Claim Wizard.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 4 / 12
New Claim Wizard: Select Claim Type
3. Select .
4. Click to continue.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 5 / 12
New Claim Wizard: Select Part
5. Click in the first Find in field and select the appropriate option.
6. In the second Find in field, enter the search term. Example: 24 584
7. Click to execute the search.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 6 / 12
New Claim Wizard: Select Part
8. Select the appropriate part number.
9. Click to open the claim.
Mini-blocks, Shortblocks, Longblocks and Engines require authorization from a Central Distributor or from the factory.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 7 / 12
Claim Number
10. Click or scroll to the Failure section.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 8 / 12
Claim Number
11. Complete/review the required fields:
Field Name R/O/C Description
Failure Code R Failure code. Select from the drop-down.
Example: EF - Electrical Failure
Complaint (Customer's Complaint) *
R Customer's complaint in detail
Example: Coil wire is damaged
Cause (Condition Found)
O Cause of the failure in detail Example: Improper packaging
Correction (Work Performed)
O Action taken to correct the failure
Example: Order new part
12. Click to view a list of options.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 9 / 12
Claim Number
13. Click to submit the claim.
For mini-blocks, shortblocks or engines, select Request Pre-Authorization.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 10 / 12
Message
14. Click to continue.
Message
15. Click to process the claim.
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 11 / 12
Warranty Home
Result
You have completed this transaction. You have created a service parts new inventory claim.
Comments
None
Title: Create a Service Parts New Inventory Claim Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0507_PD_EN.DOC Unit: 5.07
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 12 / 12
This page is intentionally left blank.
Title: View Claim Status Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0508_PD_EN.DOC Unit: 5.08
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 1 / 4
Work Instruction
View Claim Status Unit 5.08
Purpose
Use this procedure to view claim status.
Trigger
Perform this procedure when you need to determine the status of a claim.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have claim information to use as search criteria.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.08
Helpful Hints
None
Title: View Claim Status Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0508_PD_EN.DOC Unit: 5.08
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 2 / 4
Procedure
Home
1. Click next to in the left-hand menu or the Claims folder.
Title: View Claim Status Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0508_PD_EN.DOC Unit: 5.08
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 3 / 4
Claims
Folder Name Purpose
Draft Used for partially completed claims not yet submitted.
Approved Pre-Authorization Used for warranty claims submitted which required pre-authorization from a Central Distributor or factory and approval was given.
Pending Part Return Used for warranty claims pending parts return to Kohler and factory inspection of parts.
Feedback Used for claims requiring more information from the dealer.
Approved Used for claims approved by the factory and waiting to be paid.
Denied Used for claims denied by Kohler. The denied claim includes an explanation for the denial.
Paid Used for claims approved and paid by Kohler Engines.
Title: View Claim Status Module : Customer Relationships Management - CRM
Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0508_PD_EN.DOC Unit: 5.08
Version: Rev 0 Last Modified: 7/18/2008 4:00:00 PM
Work InstructionPage 4 / 4
2. Click the appropriate category to check claims. Example:
Claim List
The system displays the claims which are in the selected category.
Result
You have completed this transaction. You have viewed claim status.
Comments
You may also use the Advanced Search feature and search on information known about the claim, such as claim number, service entity identification numbers, engine serial numbers, etc.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 1 / 10
Work Instruction
Campaign Parts Return Request (EWR) - Automatic Unit 5.09
Purpose
Use this procedure to submit a parts-return request triggered automatically during the creation of a claim.
Trigger
Perform this procedure when you need to submit a parts return request.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have opened a claim with parts which must be returned.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.09
Helpful Hints
There are two methods of triggering a parts return request:
• You are working on a claim and the system prompts you to return parts.
• After the claim is submitted and upon warranty claim review, Kohler may request that parts be returned. You will receive an e-mail asking for parts return.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 2 / 10
System Prompt During Claim Submittal
This procedure begins at the submittal stage of the claim.
Claim Number
1. Click to view options.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 3 / 10
Claim Number
2. Click to submit the claim.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 4 / 10
Message
3. Click to acknowledge the message.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 5 / 10
Claim Number
The system displays the message, “You should create EWR for this claim and add required parts.”
4. Click to go to the EWR screen.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 6 / 10
EWR
The EWR screen opens to EWR header and Service Performed by sections. All information in these sections is prepopulated.
5. Click or scroll to the Shipping section.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 7 / 10
EWR
6. Click in the Carrier field and select the appropriate carrier.
7. In the Tracking Number field, enter the tracking number of the package which will contain the parts.
8. Click or scroll to the Parts section.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 8 / 10
EWR
The requested part is defaulted to the EWR screen.
9. Click to open the required forms.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 9 / 10
EWR
The system generates PDF copies of the Claim form and the EWR form.
10. Print the forms.
You may use any of the standard methods to print; either of the print icons as shown or Control + P.
Title: Campaign Parts Return Request (EWR) - Automatic
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0509_PD_EN.DOC Unit: 5.09
Version: Rev 0 Last Modified: 7/18/2008 4:01:00 PM
Work InstructionPage 10 / 10
11. Verify that the printing parameters are correct.
12. Click to print the forms
Result
You have completed this transaction. You have submitted a parts return request.
Comments
None
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 1 / 12
Work Instruction
Parts Return Request - Manual Engine Warranty Return (EWR) Unit 5.10
Purpose
Use this procedure to submit a parts-return requested by a claim approver during claim review.
Trigger
Perform this procedure when Kohler Co. requests the return of a defective part after claim submittal.
Prerequisites
• You are logged in to the Engine Warranty System.
• You have received an e-mail asking for parts return.
Menu Path
There is no menu path associated with this transaction.
Transaction Code
Unit 5.10
Helpful Hints
There are two methods of triggering a parts return request:
• You are working on a claim and the system prompts you to return parts.
• After the claim is submitted and upon warranty claim review, Kohler may request that parts be returned.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 2 / 12
Procedure
Home
1. Click in the left-hand menu or click the Claims folder.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 3 / 12
Claims
2. Click the folder.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 4 / 12
Claim List
3. Click on a line item to select it.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 5 / 12
Claim List
4. Click to open the claim.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 6 / 12
Message
5. Click to acknowledge the message.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 7 / 12
Claim Number
6. Click to open the EWR screen.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 8 / 12
EWR
The Comments field contains instructions for returning the part.
7. Click in the header or scroll to the Parts section.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 9 / 12
EWR
8. Click to open the required forms.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 10 / 12
EWR
The system generates PDF copies of the Claim form and the EWR form.
9. Print the forms.
You may use any of the standard methods to print; either of the print icons as shown or Control + P.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 11 / 12
10. Verify that the printing parameters are correct.
11. Click to print the forms
Result
You have completed this transaction. You have submitted a parts-return requested by a claim approver during claim review.
Comments
Include printed copies of the claim and the EWR with the returned part.
Title: Parts Return Request - Manual Engine Warranty Return (EWR)
Module : Customer Relationships Management - CRM Course : Engine Warranty System
Kohler Learning
For Kohler Internal Training Purposes Only
File name: ~EWR_ALL_0510_PD_EN.DOC Unit: 5.10
Version: Rev 0 Last Modified: 7/18/2008 4:02:00 PM
Work InstructionPage 12 / 12
This page is intentionally left blank.