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Service Work Stream CRP September 24, 2014

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Team

Area NameITB&D

Tom Killeen (consultant)(no consultant assigned)

Overall Business LeadTechnical Services LeadTechnical ServicesTechnical ServicesService Operations LeadService OperationsField ServiceInternationalContracts

Andy PattersonJim HoskinsonMalinda HeldFelicia BuckDarren LewisLesa NanceMichael GalanteAlan PeaceScott Hizer

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Gaps – Electronic Signature

US FDA 21 CFR Part 11 requires a cryptographic signature on specific data points (those auditable by the FDA).

Technical Support (Calls), Field Service, and Depot Repair will all have at least some data they are recording that would interface to Trackwise and would be subject to audit by the FDA.

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Gaps – Call Screen Layout and Fields

The layout of the existing call screen needs modification (moving existing fields to different tabs to speed entry and visibility).

Additional fields are needed to be tracked in the call screen that will interface to Trackwise.

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Gaps – Trackwise Interface

Quality will continue to need to review the data Technical Support has maintained on LN Calls.

An interface to send certain LN Calls across to Trackwise is required.

The interface likely will need to be bi-directional so quality can send back requests for more information or corrections to Technical Support.

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Gaps – Call Implicated Items

A customer may report multiple items relevant to a call (the instrument or instruments, and potentially one or more reagents).

All relevant items need to be captured on the call.Once identified, the implicated instrument and/or

reagent needs to be captured.

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Gaps – Call Lot Tracking

The standard Call screen captures serialized item information, but not Lot.

Even though we won’t be “repairing” reagents with lot numbers, we need to capture Lot information when the customer is reporting problems with a Lot.

Convenient selection of the lot (using past deliveries of the lot to the customer) and visibility of lot information in the call screen is required.

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Gaps – Call Multi-transfer

LN Logically assumes only one department can be working on a serialized item at a time.

Immucor has instances where a field engineer might be working on-site with a customer while simultaneously the PI Lab is testing retention samples of the reagent.

We need the ability for a call to be transferred to multiple departments simultaneously.

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Gaps – Instrument Territory Association

Service Territory would most efficiently be tracked using the Line of Business, which has been renamed to be Sales Territory. Line of Business integrates from all types of business objects in service that can be invoiced.

If the Service Territory could be maintained per instrument (serialized item), and also per customer, then it could be maintained per instrument and per customer.

With the service territory maintained, it could be defaulted into each type of order in service.

Service Area could be used instead with no modification needed, but this would require “installations” to be maintained, which would be a lot of extra maintenance required ongoing.

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Gaps – Field Service Mobility

Field Service Mobility is unavailable with 10.3.Field Service Mobility has planned availability in

the 1st quarter of 2015 with the 10.4 release.Once available, we’ll need to model with the

field service mobility software to define usage and discover gaps, if any.