Standard Operating Procedure for usage of Error Book in CSI (Version 1.0)

To monitor and escalate the discrepancies arising in the field units, to the higher ups, in SAP, separate menu has been introduced, with features mentioned below,

1. Divisional level escalation

2. Dashboard for monitoring settlement of error

3. Viewing logs of error book

4. Escalation to Region for pendency more than seven days or as and when required based on the sensitivity of the errors raised in the error extracts

5. Raising Article / Bag discrepancy in SAP by end user.

Menu to use Error book:

Use T-Code – ZMOERROR_BOOK.

To access this menu, “ERROR_BOOK (YS: ERROR_BOOK)” roles should be assigned to the appropriate users.

1. Dashboard

Based on the input facility ID (i.e., HO / DV / RN / CR) Dashboard will show summary of the disposal of error extracts.

a. Division Level.

Enter the PO/RMS Division facility ID

Enter “From Date” and “To Date”

(Note: If the pendency details before the “From date” are also required in addition to the period selected, Select the “Old Data” check box).

Select “Article” or “Bag” Radio button.

Select the “Dashboard” Radio button.

Execute.

Based on the Facility ID input, dashboard will show a summary as shown above.

To see details by Drill down.

To see office wise summary for the office under the division, click on the Division

name.

Drill down will be shown with office wise summary,

To see details of the error, click on the respective office name

Details of all errors raised by the selected office will be shown

To View details of the error’s status wise.

Click on the figures under the respective status to view error details therein.

The status of errors escalated/received will be shown with breakups.

(I) Tot_out – Total errors raised by this Division

(II) Out_Res – Number of errors settled based on error raised by this Division

(III) Out_Open – Number of errors pending based on error raised by this Division

(IV) Out_Pen<=7 – Number of errors pending less than equal to Seven days based on error raised by this Division

(V) Out_pen>7 – Number of errors pending more than seven days based on error raised by this Division

(VI) Tot_IN – Total errors received by this Division to give a response.

(VII) In_Res – Number of errors settled based on the error received by this Division.

(VIII) In_Open – Number of errors pending based on the error received by this Division.

(IX) In_Pen<=7 – Number of errors pending less than equal to Seven days based on the error received by this Division.

(X) In_pen>7 – Number of errors pending more than seven days based on the error received by this Division.

b. To get Dashboard based on the Circle Facility id Input

Enter the Circle Facility ID

It will show Circle wise summary. To drill down to Region, click on Circle Name.

The report will show summaries for all Regions under that Circle. To drill down to Division, click on Region Name.

The report will show summaries for all Divisions under that Region. Further drill down will be the same as explained for Division Dashboard.

2. Escalation by Division

Escalations can be made only between Division/s to Division/s.

Enter the Division Facility ID

Enter “From Date” and “To Date”

If the user wants to get pendency details before the “From date”. Select the “Old Data” check box. (Same as in Division Monitoring Dashboard)

Select “Article” or “Bag” Radio button.

Select the “Escalation / Justification” Radio button

Execute.

Details of the error, as shown above, will be displayed on the screen. Important headings users should know:

1. Facility Description: Office Name to which an error was raised.

2. Raised from Office: Office Name who had raised the error.

3. Remarks: This will show the latest remark. User may update their remark by deleting the old ones.

4. Current Status: This will show the latest Action taken. Based on the selection of 'Action', the status will get updated.

5. Action:

I. Escalate to Division: To initiate escalation to other divisions.

II. Division Responded: When Division is giving a response for the error raised by another Division.

III. Response not proper: When reply for the response is not satisfactory.

IV. Revised Response given: When Division is giving a reply for 'Response not proper' in 'Current status'.

V. Escalated to Region: If any escalation is pending more than seven days / more important, whether outward or inward without response/resolve, pendency will be informed to the Regional office of the defaulted Division and copied to that Division.

Note: For sending emails to Region/Division, email ID should be made available in the facility Master for Region and Division for the which reply/response not received, then an email will be trigged to defaulted Region office and Division.

6. Resolved: Closing of Error discrepancy /complaint.

7. Current Division: This will show the latest Division Name who had responded. So, users should update the remarks and select the Action only if the Current Division name is other than their Division Name.

Update Remark Button: When a user is escalating/responding to the error by selecting the appropriate 'Action' and providing proper 'Remarks', they must click the 'Update Remark' button to save the information. After clicking on 'Update Remark' the user can’t be able to modify the 'Action'/ 'Remarks'.

To ease the process sorting provision available for all the headers (i.e., Article ID, Current Facility ID, etc). Concerned Division have to escalate / response only for which Current facility is other than their division.

First select the proper “Action” status in “Action” column.

Enter proper remarks by deleting existing remarks in “Remarks” column.

After entering proper action and remarks, click on “Update Remarks”. It will pop up a message to confirm the update.

Click on OK, if the information is correct or click Cancel otherwise

On successful update of Action remarks, Users’ Facility ID will be displayed under “Current facility ID” and the response updated under “Action” will be moved to “Current Status”.

3. Display log.

This option will help to know the communications made between Divisions. An Event log can be viewed based on Complaint ID / Article ID / Bag ID.

Log will be displayed with above said information.

5. Raising Article / Bag discrepancy in SAP by end user.

In SAP discrepancies are captured by two ways.

I. Auto capturing of error by system.

II. Capturing error through date entry.

I. Auto capturing of error by system.

In SAP already provision made to capture error for below said events:

a. Excess receipt

b. Short Sent.

II. Capturing error through data entry.

To enable user to raise error through system (ie. Apart from system generated error) in IPVS main screen below options provided

a. Report Article Discrepancy

b. Capture Bag Discrepancy

a. Report Article Discrepancy

In this screen there is no validation with the SAP data, it will l capture the information fed by the user and push it to error book. To use this option user should keep following information. * Article Number, * Article Number, * Discrepancy Type,

* Escalation to (i.e. Office Name who had dispatched that article), * Remarks, Bag Number

* - Mandatory field

Note : As validation is there user have to be more conscious while entering the information.

Select Discrepancy Type

Based on the Dispatch/ Receipt schedule office names will be shown in the Drop down menu.

Enter the Bag ID (Not mandatory) , Article Type and article number.

Details will show in Grid View.

Enter remarks (Reason for raising the error).

Click on “Update” Button.

b. Capture Bag Discrepancy

In this screen there is no validation with the SAP data, it will l capture the information fed by the user and push it to error book. To use this option user should keep following information. * Bag Number, * Discrepancy Type, * Escalation to (ie. Office Name who had dispatched that article), * Remarks.

* - Mandatory field

Note : As validation is not there user have to be more conscious while entering the information.