Use the process template as it is or adjust and extend to your individual needs.
This process is typically performed by a Customer Order Administrator or other designated individual within an organization and the Technical Service.
There are several key steps involved in the process of evaluating a warranty claim and shop finding report. These include:
- Check the contractual customer warranty claim:
- Review the claim: The first step in the process is to review the details of the claim and the related shop finding report. This may involve reviewing the product in question, the nature of the issue, and any supporting documentation, such as repair invoices or photographs.
- Determine the eligibility of the claim: The next step is to determine whether the claim is eligible for coverage under the terms of the warranty. This may involve reviewing the terms and conditions of the warranty, as well as any exclusions or limitations that may apply.
- Depending on the complexity of the claim and the product in question, it may be necessary to consult with internal or external experts to assess the validity of the claim. This includes consulting with technicians, engineers, or other specialists who have expertise in the product of the Technical Service.
- Make a determination: Based on the results of the review and consultation process, a determination is made as to whether the claim is valid and eligible for coverage under the terms of the warranty (check warranty claims). If the claim is determined to be valid, the next step is to determine the appropriate course of action, such as approving the repair or replacement of the product (set SFR status approved and set guarantee status accepted).
- Communicate the decision: The final step in the process is to communicate the decision to the customer and any other relevant parties. This may involve providing the customer with written notification of the decision and any related instructions or requirements (provide a cost estimate to the customer).
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