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GSX Basics
Repair Flow
Metrics
Parts and More Parts
Acronym Soup
100
This the URL for the GSX website
What is gsx.apple.com?
100
The Repair Flow revolves around these three troubleshooting steps 1) Evaluate 2) This 3) Resolve
What is Isolate?
100
This metric measures the ability to get it right on the initial attempt
What is FTF First Time Fix?
100
Only These people are able to obtain parts directly from Apple or Apple Distributors in order to complete repairs.
Who are Authorized Service Providers?
100
IMEI
What is International Mobile Equipment Identity- a unique number used to identify cell phones
200
Users who already one of these for iTunes, for example, should use it for GSX
What is an Apple ID?
200
If no part is required, the fix is not a Repair, it's This
What is a Case?
200
This report displays all the comments made by customers who provided feedback during the customer satisfaction survey process
What is the CSAT Comment form?
200
Parts not needed for a repair can be returned as GPR (Good Part Return) or converted to This for use in a future repair
What is stock?
200
KGB
What is Known Good Board? Refers to any new/working part
300
The left side of the GSX home screen is organized in this view
What a Worklist?
300
This is the next stage after 'Complete Repair'
What is Verify Repair?
300
This measures the speed with which a repair was completed
What is REPTAT? Repair Turnaround Time
300
This kind of inventory is Apple-owned service parts sent to AASPs for use in repairs created in GSX.
What is Apple consigned inventory?
300
TSPS
What is Technical Service Provider Support? The contact center team that supports AppleCare service providers who have technical repair issues.
400
Clicking this shows a list of all repairs currently in progress.
What is My Repairs?
400
This is a careful examination of a device's appearance and basic functionality
What is a Visual/Mechanical Inspection (VMI)?
400
This measures the number of components used in a repair.
What is PPR. Parts per Repair
400
This is an option for service providers to return known bad parts (KBB) as one large shipment.
What are Bulk returns?
400
ACSE
What is AppleCare Service Excellence? A compensation incentive program that measures Service Location performance against the performance metric criteria
500
Users can search by This to get product information, repair information, diagnostic results, and notes.
What is a product serial number?
500
If you ordered a part but it arrives broken, flag it as this and return it
What is DOA?
500
This represents the elapsed time between good part shipment from the Apple warehouse, to bad part received at the Apple warehouse.
What is KBBTAT? Known Bad Board Turnaround Time
500
Choose the part you need for your repair from This onscreen list
What is the Parts Picker - clickable list of parts related to your repair type?
500
GSX
What is Global Service Exchange? GSX is the service providers’ online portal to all service-related business online. System functions include Repair and Sales Orders, Inquiry, Account Management, Dispatch Management, and Information Access.