CRITICAL OPS
FLET
GENERAL 1
EASITOOL
GENERAL 2
100
What are the Mission Critical Customers?
- HP Data Center - Walmart - Cisco Parts - Trust Calls
100
Can we transfer parts with POD status from one case to another?
Yes.
100
Can we send a NBD order to a CE residence?
Yes but only for Saturday Deliveries orders.
100
Which is the FSL that has the latest cut off time?
C2C2
100
What is the maximum mileage to drive a part without Canadas' DM approval? A) 100 miles B) 125 miles C) 150 miles
150 miles
200
There is an exception on MC calls. When a Trust call needs to be escalated and the part is IPG or PSG the escalation path goes to...?
- IPG parts (only printheads, cartridges and drums) need to be escalated to Newton - IPG parts (non printheads, non cartridges, non drums) and PSG parts need to be escalated to Urgent Orders
200
How long can a sub case be in the Hold Queue?
2 hours (max)
200
Which is Canada's DF? A) 20D3 B) 2038 C) 2040
2038
200
Which DF's can not be checked in the OMT tool?
C214, C205 AND C225
200
When we create an EXPO order for a WCP do we have to create a DXP?
No, it is no necessary.
300
If there is no inventory within 100 miles, what are the steps to follow before you create a WWE?
- Check stock in: - Dedicated Stock. - CSI same customer - CSI different customer - If not. You must intervene the order
300
Can we place orders for the customer: HP Company?
No, always transfer the Case to Critical Operations Team.
300
What does BCP means?
Business Continued Process
300
Name the two FSL's where we can not source parts from?
C2GP AND C2GL
300
You must create a FYI administrative sub case when:
- CE request a NBD order with 50 priority - CE accepts a NBD order with 50 priority - When there is no stock at the local FSL and you found the part from a different location in 100 miles (replenishment)
400
What is the screen code used to search for the registration details of a serial number? -APXS -ODAR -IDPT -IORD
-IDPT
400
Can we place orders if the CE is requesting a next week ETA? If yes, how?
Yes, there is no restriction. Place the requested ETA and special instructions in WFM.
400
How many miles does EXPO search for inventory? a-) 72 miles b-) 100 miles c-) 200 miles
200
400
When escalating, what is the ship to address where Newton parts can not be delivered.
The ship to address when escalating a part to Newton must be anywhere else but a HFPU.
400
What does EXPO means?
Exception Parts Ordering
500
Which are the two reasons in DEPOT for NOT to place a Manual Order?
-You won’t place a manual order if you don’t have an ASDP (CarePack contract) contract number -If part # requested is not supported by the Master Part List
500
What is the process to order a part SBD as a CE pick up from C299?
Make sure that it is available at C299 Place the order normally as NBD. Proceed to call C299 (1-502-5331667) to request to have the part taken to FSL C2C2 to be picked up there. Person from C299 provides the DXP job number and the ETA. LCCA agent provides ETA and order information to the CE.
500
What kind of DN cancellations do we need to send to DRP team?
The ones that were reported by VANTIVE with a Bin short coming from an FSL and having the job cancelled.
500
If we have a Newton part not suppported by Urgent Orders and the Customer is on the Material Escalation's White List we send it to?
Newton Team
500
Explain how to request an order shipped via Purolator under BCP when EXPO is up and with MJTs.
Add manually in the “Delivery Instruction” field on EXPO the message “PO BoxPURO”. In the MJT delivery “Instructions” field type PO BoxPURO. In the e-mail subject plus the standard message add Ship Purolator 9 a.m.
M
e
n
u