response profile

(PM-SMA/QM)

Means of determining the following:

The time interval is calculated with reference to the service window to which a response profile is assigned.

Example for PM-SMA:

You log a call at 10.00. The response profile defines a time interval of 2 hours for the code "Call back customer" and a time interval of 4 hours for the code "Check whether technician is at customer site". The service hours are from 8.00 to 12.00 and from 14.00 to 18.00. On the basis of these times, you must call back the customer by 12.00 to discuss or explain the problem. If required, the technician must be at the customer site by 16.00.

Example for QM:

A customer issues a complaint regarding a delivered product. According to your warranty terms with respect to the customer, you must send a replacement delivery within 3 days in the case of a complaint. For the code "Replacement delivery" you therefore define a time interval of 3 days to perform the task.