ID90 Parts Warranty - Overview & Sample

ID90 is our Parts Warranty process that identifies when a part is replaced before the manufacturer's warranty.

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Overview | Samples | Variables | Alert Functionality | On Demand Report Filters | Best Practices & Tips | Related Alerts

 

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Overview

Overview

Getting dollars back for parts that don't meet warranty is the most obvious ROI for our services, and we have many clients where we flag over $100K per month, and our average is $35K. We have determined the best practice is to notify your parts person AND the technician (optional to include the tech's manager). We encourage your company to have a policy that technicians return ALL old parts to the warehouse, an idea is to have a box with each tech's name that they return their parts to, and the parts person would review to ensure everything has been returned.

This alert assumes that if the manufacturer covers the machine as a unit, the item would be covered as long as it is within the warranty date (set on the equipment record). If the machine is no longer covered as a unit, the process looks at the parts level, where the manufacturer covers certain parts based on the yield or number of days the part was installed.

The alert considers service calls in the status of OK to Invoice, Completed, or Cleared.

Run Schedule:  Every 15 minutes.

Type of Output: Email/On Demand Report

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Sample

Sample

1. Call number with the suspect part.

2. The customer name on the service call.

3. The technician on the current service call.

4. The item that triggered the alert.

5. The model of the equipment on the call.

6. The equipment number of the equipment on the call.

7. The install date of the equipment on the call.

8. The calculated actual yield of the part. 

9. The expected yield of the item.

10. The specific trigger that caused the alert to report on the item. See notes here on the different trigger actions.

 

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Variables

Variables

Variable W: Text or Email Notifications - The Default value is Email to send the alert as an email. Enter Text to send the alert as a text message.

Variable X: % Target - Only notify if the yield is less than this percentage of the yield set on the item.

Variable Y: Make/Item Custom Property: Custom property set on the item or make for warranty days. More details on the custom property are here.

Variable Z: Make Custom Property for Min Cost - Custom property on the Make for the minimum cost of items to be eligible for warranty. More details on the custom property are here.

Variable 1: Include Returnable Items - Yes/No to notify on items with 'Returnable' set on the item record. More details on returnable items here.

Variable 2: Service Code Categories - List the service code categories of items to trigger on. Valid options are P, S, H, or O. Separate multiple items with a comma or leave blank for all Service Code Categories. More details on service code categories can be found here.

Variable 3: Branch Filter - Specify the branch numbers to trigger on or leave blank for all. Separate multiple branch numbers with a comma. More details on the branch number are here.

 

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Alert Functionality

Alert Functionality

ID90 identifies parts that may be covered under the Manufacturer's warranty. Calls are considered by the alert when they are in the status of OK to Invoice, Completed, or Cleared. The alert checks the actual yield for the item against the expected yield, the number of days the part has been in the machine, if the machine is under warranty, and if the part is marked as returnable. The column 'Trigger Action' on the emailed output indicates which condition triggered the alert.

Jump to: Item Yield | Core Returnable | Warranty Date | Branch Number | Service Code Categories | Make/Item Custom Property | Min Cost Custom Property | Trigger Actions

Item Yield

Item Yield

The yield on the item used by ID90 is set here:

When determining if a part qualifies for ID90, the process takes this yield times the percentage set in variable X to get the 'Target Yield' for the item. (Copy yield is 10,000, Variable X is .9, the Target Yield = 9,000) This number is compared to the actual yield based on the number of clicks between when the part was installed and when it was replaced.

You should review your part record items in e-automate to ensure all parts with a yield are set up correctly. You can use alert ID189 for a weekly list of parts missing a yield or ID571 that reports on items with incorrect or missing yields. For items that do not have a yield, or you do not want ID90 to trigger on, enter 2 in the Copy yield field.

Item is Returnable

Item is Returnable

The alert considers a part to be returnable when the Returnable box is checked on the item record:

ID90 will always report on parts that have this option checked. If you do not want ID90 to report on returnable items, set Variable 1 to No.

Warranty Date

Warranty Date

The equipment warranty date is set on the Billing/Contact tab of the equipment record:

This date is used to determine if the device is still under the manufacturer's warranty. This functionality is hard-coded into our logic as it's intended to provide you with insight into the equipment-level warranty. Calls for equipment where the closed date of the service call is before the warranty expiration will always trigger ID90.

Branch Number

Branch Number

The alert considers the branch set on the Billing \ Accounting tab of the service call that triggered the alert:

Service Code Categories

Service Code Categories

There are only four service code categories in e-automate; you are not able to add or edit these:

H: Hardware

O: Other

P: Part

S: Supply

One service code category is assigned to each service code in e-automate:

You can use Variable 2 to specify that ID90 only checks items with a service code set to a particular service code category. 

Make/Item Custom Property

Make/Item Custom Property

The ZCJMakeWtyDays custom property is used to set the number of days that a part should last; this can be set at either the Make or Item level. The ID90 logic uses this custom property in two different calculations:

1. Days since equipment received: The difference between the closed date of the service call and the date the equipment was received into e-automate. The alert will trigger if this value is less than or equal to the value set in the custom property.

2. Days since part was last used: The difference between the closed date of the service call and the date the part was last used in the machine. The alert will trigger if this value is less than or equal to the value set in the custom property.

This custom property can be set at either the Make or Item level. If the value is set at the Item level, that value will override the value set at the Make level.

Make Custom Property:

Item Custom Property:

Min Cost Custom Property

Min Cost Custom Property

The ZCJMakeWtyMinCost custom property is used to set a minimum cost that needs to be reached before an item is eligible for warranty replacement based on the actual yield being less than the expected yield. If the actual yield is less than the expected yield, but the average cost of the item is below the threshold set on the Make, then the alert will not trigger.

Make Custom Property:

For the make above, parts will need to have an average cost greater than $50.00 to trigger the alert based on the yield of the part.

Trigger Actions

Trigger Actions

The trigger action column on the alert will show the action that triggered the alert. The logic moves through the checks listed below, if the part qualifies at any step, it will trigger the alert.

Clicks

1. Clicks: Did the item fall below the manufacturer’s guaranteed yield?

Triggered when the expected volume for an item (Manufacturers Target Yield * Variable X) is greater than the actual yield on the item, and the average cost of the part exceeds the amount set in the ZCJMakeMinWtyCost. If the equipment make does not have the minimum cost custom property set, the average cost of the part is not used in the calculation.

The actual yield on the item is calculated from the click difference between the meter read when the part was installed and the service call meter read when the new part was installed. If there is no history of the part being used in the machine, the logic will use the install meter as the previous meter.

Note that if the service meter from the install date is not valid, the logic will report on the next valid meter reading.

Days

2. Days: Was the part installed for less than the minimum number of days?

Some manufacturers won't consider a part for any warranty if it has been installed for longer than a certain period, regardless of whether it was under the click yield guarantee. The alert looks to see how long the part was installed, and compares the number of days installed to the custom property set at either the Make or Item level to see if the part qualifies based on the number of days installed. The logic looks at both the number of days since the equipment was received and how many days since the item was last used in the machine.

If this custom property is not populated, the alert logic will skip any calculation based on days.

Equipment Warranty

3. Equipment Warranty: Is the machine still under warranty?

If the date the service call was completed is before the warranty date set on the equipment record, the part used on the call will trigger ID90.

Core Returnable

4. Core Returnable: Are you required to return the old part to the manufacturer for credit?

These items are identified by selecting the Returnable box on the item record. If an item has this option checked, ID90 will trigger regardless of other settings/conditions.

If you do not want ID90 to report on returnable items, set Variable 1 to No.

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OnDemand Report Filters

OnDemand Report Filters

You can also run ID90 via the SSRS reports console: [Service] Warranty Parts Yield Trends - ID90 (ID405)

Set the report mode to Warranty Parts (ID90):

Model/Item - optional, you can enter any 'contains' text

Tech name - optional, you can enter any 'contains' text

Rank - filter does not apply to ID90

Mfg Yield - set to equal or greater than Copy yield to be considered on the report

Is Returnable - yes/no if you want to see returnable items on the report

Branch - filter by branch

Target Percent Yield - the percentage of yield the item should meet before showing on the alert.

From/Thru Date - The service call dates to consider

See this post for details on running this report.

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Best Practices & Tips

Best Practices & Tips

1. Some manufacturers (i.e. Xerox and Canon) use the same drum for each of the colors in a color machine. Unfortunately, there is no best practice for this as we haven't found a solution that doesn't cause more work than it prevents. Our suggestion is for your parts staff to consider these drums as possible returns and determine if the potential return is worth the effort. That is, if returning the item is going to result in a return of $10.00, that's most likely not worth the time to return the item. If there's a true issue or possibility of a substantial warranty return, then it is most likely something that you want to investigate further.

2. See this link for information on crediting the contract and technician.

3. Be sure that you have the custom properties set at the model level for all warranty days and minimum costing to ensure that parts are not triggering that you know are not valid warranty returns.

Custom Property Set Up

Custom Property Set Up

If you do not see the two needed custom properties in e-automate, you can follow the notes below to create the custom properties, or you can email help@ceojuice.com to ask our help desk to create the custom properties for you.

ZCJMakeWtyDays

Custom Property for number of days to consider part:

Attribute name: ZCJMakeWtyDays

Description: Days Warranty from Install/Last Use on Parts

Data type: Numeric

This attribute should be added to BOTH the Make custom property configuration AND the Item custom property configuration.

ZCJMakeWtyMinCost

Custom Property for minimum cost to use when part is short of expected yield:

Attribute name: ZCJMakeWtyMinCost

Description: Days Warranty from Install/Last Use on Parts

Data type: Numeric

This custom property should only be added to the Make custom property configuration.

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Related Alerts

Related Alerts

*We understand that this logic may not be true for all manufacturers, which is why we have different versions of this logic for specific manufacturers:

ID919 - Konica Minolta warranty returns

ID921 - Canon/HP warranty returns

If you subscribe to either of these alerts, ID90 will exclude items from reporting that are captured by either of these alerts, so no information is duplicated on ID90.

ID189 - Item records missing Yield information

ID443 - Alert at the end of the day for Closed Calls with Equipment still under warranty

ID561 - New Call Opened for Equipment Still Under Warranty

ID571 - Items with Incorrect or Missing Yields

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