QUICK GUIDE TO TIE - workshopsupportguide.volvocars.bizworkshopsupportguide.volvocars.biz/media/4773/Quick_Guide_to_TIE... · QUICK GUIDE TO TIE Copyright © 1998-2012 Volvo Car Corporation

GETTING STARTED WITH TIE

FOR INDEPENDENTS

QUICK GUIDE TO TIE

QUICK GUIDE TO TIE

Copyright © 1998-2012 Volvo Car Corporation 258EN03IR 2

CONTENTS

1 WELCOME TO TECHNICAL INFORMATION EXCHANGE............................................ 3

2 INTRODUCTION.............................................................................................................. 42.1 Why do we have TIE?........................................................................................... 42.2 How do I get access to TIE?.................................................................................. 42.3 How do I log in?..................................................................................................... 4

3 INFORMATION CHANNELS........................................................................................... 53.1 Overview................................................................................................................ 53.2 Technical Journals................................................................................................. 53.3 Service Product Journals....................................................................................... 53.4 Reports.................................................................................................................. 6

3.4.1 Concern Areas................................................................................................... 63.4.2 How do I write a good report?........................................................................... 7

4 TIE AND VIDA.................................................................................................................. 94.1 Reports from VIDA................................................................................................ 94.2 Searching Technical Journals from VIDA.............................................................. 9

4.2.1 Basic search.................................................................................................... 104.2.2 CSC search..................................................................................................... 104.2.3 Function Group search.................................................................................... 104.2.4 DTC search..................................................................................................... 10

5 BRIEF APPLICATION OUTLINE................................................................................... 115.1 Search................................................................................................................. 11

5.1.1 Retrieve Vehicle Profile................................................................................... 115.1.2 Search for an information item........................................................................ 12

5.2 Vehicle Information.............................................................................................. 135.3 Report.................................................................................................................. 135.4 Journal................................................................................................................. 135.5 User Profile.......................................................................................................... 13

6 SUPPORT...................................................................................................................... 156.1 TIE Help files....................................................................................................... 156.2 Where do I turn if I run into problems?................................................................ 15

7 ABBREVIATIONS.......................................................................................................... 16

8 HISTORY LOG............................................................................................................... 178.1 258EN02IR.......................................................................................................... 178.2 258EN03IR.......................................................................................................... 17

9 INDEX............................................................................................................................ 18

QUICK GUIDE TO TIE


1 WELCOME TO TECHNICAL INFORMATION EXCHANGEWelcome as a user to Technical Information Exchange (TIE). With TIE, Volvo Carshas one common way of handling discrepancy reports and communications betweenDealerships/Independent Operators, Sales Companies/Importers and Volvo CarCustomer Service (VCCS).TIE is integrated with VIDA to serve as a solid foundation for the daily work in work‐shops and offices around the world.This document is intended to provide information to aid a new user to TIE. Differentreport types are explained and examples are given on how to write a good report. Inthe following chapters, different workflows are explained and the preferred way ofworking is discussed. To assist in understanding the application there is a briefapplication outline showing where to find different functions. Here, the search func‐tion is given special attention, as it is the most important function in TIE. The docu‐ment ends with a chapter about support, what aid is available and where to turn ifthere are any issues with using TIE.

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2 INTRODUCTION

2.1 Why do we have TIE?The overall business objective is to make communication more efficient with shorterlead times. This means fewer repeat repairs leading to lower warranty costs and, inthe end, higher Customer Satisfaction.In TIE, all discrepancies concerning Vehicles, Service Products, Parts and Acces‐sories are reported.

2.2 How do I get access to TIE?The process to get access to TIE is different for different user groups.

For independent operators, TIE is integrated with VIDA purchase from TIS.

2.3 How do I log in?Please make sure that the appropriate URL is not blocked by a proxy or an externalor internal firewall. Type the URL in a web browser and provide user ID and passwordwhen prompted.

Connection type URL IP port

Internet https://tie.volvocars.biz

212.181.102.34 80

https://tie.volvocars.biz

https://tie.volvocars.biz

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3 INFORMATION CHANNELSTIE consists of different information channels and each channel has its uniquepurpose. This chapter contains information on these different information channelsand which channel is to be used at which time.

3.1 OverviewThe picture below shows a simplified overview of the information flow in TIE. TIEconsists of two parts, Central TIE and Local TIE. Central TIE is in English and LocalTIE is translated to local languages (available in the same languages as VIDA). Thismeans that Journals and Reports must be copied and translated between the twoparts. Journals are one way communications from VCC or a Sales Company,whereas Reports can be answered so that an information exchange can take place.

Fig. 1 Information flow in TIE

In the following sections, the different information channels are explained. If moreinformation is required, please contact the local Sales Company.

NOTE

Not all Sales Companies utilise all channels in TIE. Check withyour local Sales Company TIE administrator to find out which TIEchannels apply to your market.

3.2 Technical JournalsA Technical Journal (TJ) is an information item which contains information to Help‐desks, Sales Companies and Dealerships about product quality conditions that isrelevant for repairing and servicing Volvo vehicles. It could be information regardingproduct quality, expected time for a pending solution, conditions, temporaryremedies and the actual solution for any particular condition. It can also be used fora number of other tasks; fault tracing hints, notifications on running changes that thetechnicians may need to know about, special follow-ups or material requests andother generally useful information.

3.3 Service Product JournalsA Service Product Journal (SPJ) is an information item which contains informationabout the services and applications provided by Volvo Car Customer Service, e.g.VIDA, TIE, special tools. In short, all information to Sales Companies and Dealer‐ships that is not related to a vehicle (e.g. car models, engines etc.) should be sentas an SPJ.SPJs are divided into Categories. Each category may have Sub Categories to furtherspecify the information that the SPJ contains.

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3.4 ReportsAll discrepancies or issues should be sent as a report. Reports should be created toreport discrepancies on VIDA and TIS.Reports should also be issued to contact the local helpdesk if assistance is needed.This might concern issues with log in to various systems.

3.4.1 Concern AreasReports are divided into Concern Areas and Sub Concern Areas. When writing areport, choose the Concern Area and Sub Concern Area that best describes theissue that is being reported. Each Sub Concern Area has a different template that isto be completed. Some fields in the template are mandatory (marked with an aste‐risk) and some fields are optional. There are help texts to each Sub Concern Areawhich describe the fields in the template. A help text is opened by clicking Help inthe upper right corner of the screen.Sales Companies have the possibility to choose which Concern Areas and SubConcern Areas they want to show to the dealers. The default set up is the set ofConcern Areas and Sub Concern Areas that will be standard in the central system,but this can be configured to suit each market's needs. Please note that if a reportis written in a new local Concern Area and Sub Concern Area, the Sub Concern Areaand/or Concern Area need to be changed into one from the default set up before itcan be copied to central.In the tables below central Concern Areas and Sub Concern Areas are listed. Thesemay differ to those you see as a user:

Concern Area Sub Concern Area Issues and discrepanciesreported

TIE TIE Problem This Sub Concern Area shouldbe used for all technical TIEissues and errors.

TIE User administration Use this Sub Concern Area torequest new users and newroles. It is also used to requesta change of roles and changesto roles.

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Concern Area Sub Concern Area Issues and discrepanciesreported

VIDA System Information This Sub Concern Areashall be used only toreport issues regardinguser guides published on:

● Dealer Develop‐ment Platform

● VIDA ISS

● WorkshopSupport Guide

The report may containerrors found in a userguide or suggestedchanges of the content. Itmay also contain issuesregarding the presenta‐tion of the user guides onthe different sites.

VIDA Admin Order new VIDA DVD This Sub Concern Areashould be used to reportwhen a new VIDA DVD orVIDA DVD should besent.

VIDA Admin User Administration This Sub Concern Areashould be used forreporting changes forVIDA licences andsubscriptions e.g.increasing/reducing thenumber of licences orsubscriptions.

3.4.2 How do I write a good report?This chapter contains information that is useful when writing reports. Writing a goodreport is important, because that will aid helpdesks and other support staff to mini‐mize the resolution time and for VCC to make faster and more accurate solutions onconcept related issues. This is of course very important when it comes to reportswhich are concerning issues where customers are waiting for their cars to berepaired. For some reports, there is a template in the free text field, with headingsas support to structure the content.Please have the following in mind when writing reports:

● When writing reports, use the REPORT TO TIE button in VIDA.

● Be very clear and precise in the description of the issue.

● Provide as much information about the issue as possible, but keep to the factsand do not speculate.

● If you need to write what a customer has said, begin the sentence with"Customer states…".

● Only describe one issue/fault per report.

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● Read through the report before sending it. Will it be easily understood byothers? Rewrite unclear passages.

● If a report is answered with a proposal or more information is needed, pleasemake sure that the additional information is provided quickly. This speeds upthe process for creating Technical Journals and it influences the lead timeregarding solutions.

● Do not give copies of reports, Technical Journals or Quality Bulletins tocustomers.

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4 TIE AND VIDAAs part of VCC strategic development efforts are being made to increase systemsupport for the Volvo Repair and Maintenance process (VRM). In the followingsections the connections between TIE and VIDA are explained.

4.1 Reports from VIDAFollow these steps to create a report from VIDA:

1. Click the REPORT TO TIE button in the upper left corner in VIDA.à VIDA calls on TIE to get a list of allowed Concern Areas for the user.

TIE sends back the list and informs VIDA which log files are needed.VIDA shows the user which Concern Areas are available.

2. Select Concern Area.à VIDA automatically finds the relevant information and log files and creates

a compressed folder that is sent to TIE.VIDA calls on TIE and TIE is opened.TIE asks the user for Sub Concern Area (if needed).

3. Select a Sub Concern Area (if needed).à TIE opens the report template. The required log files are automatically

attached, and the information that VIDA sent is added in the correct fields.

4. Complete the report.

Since this method makes writing reports much easier, this is the preferred way toreport issues because:

● The user does not have to manually insert attachments or keep track whichattachments are needed for which Sub Concern Areas.

● The user does not have to insert vehicle details in the report, these fields arecompleted automatically by VIDA.

● If the user does not complete all the steps, VIDA will remember at which stepthe report was aborted. The user will automatically return to this step nexttime the Report to TIE button is clicked.

NOTE

If the user doesn't have a connection between TIE and VIDA, oris not authorised to access TIE, the only option available will be"Report problem using e-mail". The report should in such case besent to the support. Log files can be attached by clicking theSELECT LOG FILES button.

4.2 Searching Technical Journals from VIDAThe easiest way to find relevant Technical Journals for a vehicle, is to start the searchin VIDA. Depending on how the search is started, VIDA will send different informationto TIE, which influences the search result. Please find step by step instructions inthe following sections.

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4.2.1 Basic searchFollow these steps to perform a basic Technical Journal Search in TIE from VIDA:

1. Specify the vehicle under the VEHICLE PROFILE tab in VIDA. The moreinformation that is input, the more targeted the search will be.

2. Click READ TECHNICAL JOURNALS in the top left corner to start the search.à TIE is opened in a new window and the search is performed.

TIE shows a list of all Technical Journals that are relevant for the currentvehicle profile. The journals are listed in function group order.

3. The user can read the Technical Journals which are relevant.

4.2.2 CSC searchIf CSC are specified for the vehicle when a basic search is performed, TIE will usethe specified CSC to further target the search. Technical Journals related to thespecific CSC for the profiled vehicle will be shown.

4.2.3 Function Group searchIf the basic search is performed under the INFORMATION tab in VIDA with an opendocument which is connected to a function group, the search results starting withthat function group is shown. Technical Journals with lower function groups are notshown.

4.2.4 DTC searchIf the search is started from the DIAGNOSTICS tab in VIDA and a fault trace hasbeen performed on the vehicle, TIE will use the specified DTCs to further target thesearch. Technical Journals related to the specific DTCs for the connected vehiclewill be shown.

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5 BRIEF APPLICATION OUTLINE

5.1 SearchThere are two ways to start a search in TIE. The user can either retrieve a VehicleProfile or search for an information item directly.

5.1.1 Retrieve Vehicle ProfileIf the user wants to retrieve a vehicle profile, use one or a combination of the followingfields:

● Type and Chassis

● VIN

● Number Plate

Fig. 2 Retrieve a vehicle profile

Click the Retrieve vehicle button to retrieve the vehicle information. Click Fill Searchfields with Vehicle data to transfer the retrieved vehicle data to the fields presentedin the table below. This data can be used as a filter when searching for an informationitem, see chapter 5.2 Vehicle Information on page 13.

No Field Name Description

1 Serie Series number

2 Sub Sub series number

3 Doors Number of doors

4 Eng Engine number

5 Sales Sales version

6 Body Body number

7 Gear Gear box code

8 Steer Steering

9 Plant Assembly plant

10 Structure Week From YYYYWW

11 Chassis Range From Chassis number from

12 Model Year From YYYY

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5.1.2 Search for an information itemTo search for an information item (Report, Technical Journal and Service ProductJournal) or a combination of items, start by selecting the relevant module(s) first:

● Report

● Technical Journal

● Service Product Journal

The user must choose from Central or Local in the dropdown and the user has theoption to select/deselect all modules by using the buttons Select All or Deselect all.If all modules are selected, the result will be presented with one list per module.If the user retrieved a Vehicle Profile, data can be edited in the populated fields tosearch for an information item.If the user did not retrieve a Vehicle Profile, data can be entered in either of thefollowing fields to search for an information item:


1 Serie Series - one character

2 Sub Sub series - one character

3 Doors Number of doors - one digit

4 Eng Engine number - two digits

5 Sales Sales version - two characters

6 Body Body - one character or digit

7 Gear Gear box code - two characters

8 Steer Steering - one character

9 Plant Assembly plant - two characters

10 Structure Week From/To YYYYWW - six digits

11 Chassis Range From/To Chassis number from/to - seven digits or less.If less the system will fill up with zeros.

12 Model Year From/To YYYY - four digits

13 CSC Customer Symptom Code. Click the CSC linkand select CSCs in the page that appears oradd manually by typing the CSC in the "CSC"field (2 characters). Transfer the CSC to the"Include in search" field by clicking the rightpointing arrows. Multiple CSCs are possible.To remove an already added CSC, select it andclick the left pointing arrows.

14 Function From/To Function group from. Click the Function Fromand/or the Function To link and select functiongroup in the page that appears or enter thefunction group manually - maximum 4 digits.

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15 Diagnostic TroubleCodes

Enter a DTC manually in the "DTC ControlModule" and "Code" fields (maximum 7 + 7characters) and transfer it to the "Include insearch" field by clicking the right pointingarrows. Multiple DTCs are possible. If morethan one DTC is preferred, repeat the proce‐dure. To remove an already added DTC, selectit and click the left pointing arrows.

16 Status Date From/To Can only be picked from calendar.

17 Free Text Type any free text with at least two characters.If you enter several words, select an AND orOR condition for the entered words, using thedrop-down list. To set a LIKE condition, type "*"in front of or after the word.

What can you search for in the different modules?For Reports and Technical Journals, all the search fields are valid. For ServiceProduct Journals the Status date From/To fields and the Free text field are valid.

5.2 Vehicle InformationIf the user wants to find information about a vehicle click the Vehicle Info tab andselect the View Vehicle Info header. The user will be given the possibility to searchfor a vehicle by entering data in either of the search fields:

● Type and Chassis

● VIN

● Number Plate

5.3 ReportIf the user wants to create or view a report, click the Report tab and select one of theheaders:

● View Report List – enter data in one or a combination of fields and view/printthe hit list.

● Create new Report – select suitable Concern Area in the dropdown andproceed. To see a list of central Concern Areas and Sub Concern Areas, seechapter 3.4.1 Concern Areas on page 6.

5.4 Journal

If the user wants to create or view journals, click the Journal tab and select one ofthe sub headers:

● Technical Journals– View Journal List – enter data in one or a combination of the fields.

● Service Product Journals– View Journal List – enter data in one or a combination of the fields.

5.5 User ProfileBy clicking the user name in the top right corner of the screen, the user is able tocheck the user profile and customise some user settings.

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The user can see if personal information (e.g. name, contact details etc.) is correct.It is also possible to, among other things, set the preferred speedometer units,language, calendar/time format and if the user wants to receive e-mail notificationsfrom TIE.From the User language drop-down list , the user is able to select a country code.This is used to set the language of which cases will be marked with when delivered.For example, if "SE" is selected, it will be indicated that the case is written in Swedish.

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6 SUPPORTSince TIE is a business critical application, help and support has been implementedas a safeguard for usability. This chapter contains information about this safeguard.

6.1 TIE Help filesHelp files for TIE can be found for each screen in the program. The user can getexplanation of visible items e.g. labels, dropdowns, input fields etc by clicking Helpin the upper right corner. A new window with information regarding the actual screenis shown.

Fig. 3 TIE Help file

6.2 Where do I turn if I run into problems?If the help files does not provide enough information to assist in any issues, pleasecontact the local Helpdesk.

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7 ABBREVIATIONS

CSC – Customer Symptom CodesDTC – Diagnostic Trouble CodeEWD – Electronic Wiring DiagramSPJ – Service Product JournalTIE – Technical Information ExchangeTIS – Technical Information ShopTJ – Technical JournalURL – Uniform Resource LocatorVCC – Volvo Car CorporationVCCS – Volvo Car Customer ServiceVIDA – Vehicle Information and Diagnostics for AftersalesVIN – Vehicle Identification NumberVOW – Vida On WebVRM – Volvo Repair and Maintenance Process

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8 HISTORY LOG

8.1 258EN02IRNew document for Independents.

8.2 258EN03IRA general revision of the document. New or revised information in all chapters andnew screen dumps have been added. Outdated information has been removed.

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9 INDEXAAbbreviations ........................................... 16

Access to TIE ............................................ 4

CCategories ................................................. 5

Concern Areas ........................................... 6

Create Report .......................................... 13

CSC ......................................................... 10

DDTC ......................................................... 10

FFunction Group ........................................ 10

HHelp files .................................................. 15

IInformation Channels ................................ 5

Information items ..................................... 12

JJournal ..................................................... 13

LLog in ......................................................... 4

RReports .................................................. 6, 7

Reports from VIDA .................................... 9

SSearch ........................................... 9, 10, 11

Service Product Journals ..................... 5, 13

Sub Concern Areas ................................... 6

Support .................................................... 15

TTechnical Journals ........................... 5, 9, 13

TIE Help ................................................... 15

VVehicle Information .................................. 13

Vehicle Profile .................................... 11, 12

Volvo Repair and Maintenance Process . . . 9

WWiring diagrams ......................................... 7

Documents

QUICK GUIDE TO TIE - workshopsupportguide.volvocars.bizworkshopsupportguide.volvocars.biz/media/4773/Quick_Guide_to_TIE... · QUICK GUIDE TO TIE Copyright © 1998-2012 Volvo Car Corporation